Hearing Center of Vermont, LLC

My complaints are not false I emailed [redacted] twice asking if she could take a debit card over the phone or prefer a check to replace the hearing aid that was lost She never responded to either email(I can forward the emails) There is a "Lost & Damage form" that needs to be filled out in order to get the lost one replaced [redacted] has all the info about my mom's hearing aids Because the hearing aids were purchased thru her she is the only that can replace it I had asked if she could refer me to anyone else and she said no I recently found out that there is a 60-day remake period on the aid that is was molded incorrectly Because of ***'s lack of follow up we are long beyond the time frame The "Loss & Damage policy" states she has to replace the hearing aid that was lost - the cost quoted from [redacted] was $ Can I please have a reason "WHY?" she is not replacing the lost aid? Also - can I have an answer if she is a hearing aid dispensary or an actual doctor that works in this field? This is by far the poorest customer service I have ever encountered It's so sad to treat a blind year old woman like this Her only means to the world is with her hearing Obviously [redacted] really doesn't care Regards, [redacted]

If any of our clients are not happy with the service or the products we provide, we will do our best to identify and resolve the issues that are causing the problems Apparently the [redacted] 's were not happywith the quality of service we provided [redacted] between March and June We attempted several times during this day period to address and resolve their concerns Sometime after June [redacted] was moved to a new facility located miles from our business This made any further attempt to resolve issues exceedingly difficult due to the mile travel requirement Upon receiving the last request from [redacted] for service for her mother, we informed her that we could not provide the requested service due to the distance We offered [redacted] the only option we had under the circumstances; to have [redacted] mail us her mother's hearing aid, which we would have repaired or replaced and mailed back to her [redacted] was not interested in this option While we regret that the [redacted] 's are not happy with our services, their desired settlement is simply not possible due to the distance between [redacted] and [redacted] ** We also cannot engage, recommend, or refer the [redacted] 's to another hearing aid dispenser in the [redacted] area as we do not work with or otherwise know of one

*** ***’s hearing aids were never “purchased” and belong to the *** ** ***. The nursing home NOT the ***s contacted our office. Our servicing of residents in nursing homes is a completely FREE service with no reimbursement to us whatsoever. We have gone to *** five times to visit *** ***; ***, the hearing aid patient herself, was satisfied with our service every time. Regarding the lost hearing aid, regrettably, hearing aids are not designed to be slept in and they can fall out when the wearer is sleeping as most hearing aid users know (lost in or near the bed). We had told *** *** that we would not go to ** *** to service her mother and we do not now, nor have we ever had a satellite office in ***. When *** *** did call from ** *** to inform us that one of the hearing aids was lost, we offered at that time to order a replacement hearing aid and adjust or remold the other hearing aid (if needed) if she would send it to us, but she was not willing to do that. As for her slanderous comments, we will not dignify them with a response. Based on *** ***’s rebuttal and her unrealistic expectations, sadly, we know that we would never be able to satisfy her. Perhaps, *** ***’s best venue would be to take *** *** to Burlington to get serviced to her satisfaction

Prior to my mom moving from *** *** ** *** *** in *** I contacted *** again as the staff, as well as one of the nurses tried to correct the issue. *** said yes she would go down but it would be a couple of weeks. She never showed up or called. My mom then had to go into a higher level of nursing care approx miles from *** *** ** *** *** Yes, I agree miles in each direction is a long wayHOWEVER - their satellite office in *** is only miles away. *** is well aware of the issues mom is having. One of the times *** went down to correct the issue she put the hearing aid in the wrong ear. My thoughts are the Hearing Center of Vermont is new to the hearing aid business and really don't know what they are doing. I would like the $replacement the lost hearing aid that I have agreed to pay for. Also - the left hearing aid does need to be remolded. If either cannot be done I would like my mother's records and payment sent to a Hearing Aid Center that can help her that is in close proximity to *** *** *** * ***. Again - not both facilities can be wrong the- left hearing aid is incorrectly molded. If you really think about it - miles is not that far out of the way to correct their mistake
Regards,
*** ***

We are sorry, that the matter could not be resolved. *** ***'s allegations are simply false

Yes – theState of Vermont did purchase the hearing aids for my mother – that is why therequest I have made is to send the money to another provider.  Yes –originally [redacted] did contact The Hearing Center.  It was[redacted] that contacted me several times that this one hearingaid did not fit well and had a very loud screeching noise.  This is why itwas brought to [redacted]’s attention so many times.  My last request prior tomy mother being moved [redacted] did not go to the facility, talk to anyone in thefacility nor did she contact me.  She did not have any intentions of everresolving the issue while my mother was in Richford.  I offered, via emailtwice – I can forward to you, to pay [redacted] for the lost aid.  I asked if Icould pay via debit card or check.  I never got a response. Unfortunately to remold my mother has to present and that is notpossible.  I am in the process of working with another company but I don’tfeel my mother should have to pay for wrong made hearing aid.  I feel theHearing Center of Vermont should be responsible to have this hearing aidfixed.  It’s not a matter of satisfying me – it’s a matter of my mother’sonly connection to the world is thru her ears.  My mother is blind aswell.  Again – 2 facilities reaching out to me with the samecomplaints.  We had the Director of Nursing as well as the RN that takescare of my mother call me from the St. Albans facility as this hearing aid isincorrect.  Yes – it is my best venue to go elsewhere, [redacted] has hermoney.  But it is not my best venue to have to pay for another hearingaid.  There should be some responsibility on behalf of the Hearing Centerof Vermont.  Also – it was [redacted] less than two weeks ago when I called hertold me they were opening a satellite office in Richford and also told[redacted], the maker of the hearing aids the same thing.  BUT according to[redacted] the satellite office was not being used for servicing hearing aids.   Thank you.Yes – theState of Vermont did purchase the hearing aids for my mother – that is why therequest I have made is to send the money to another provider.  Yes –originally [redacted] did contact The Hearing Center.  It was[redacted] that contacted me several times that this one hearingaid did not fit well and had a very loud screeching noise.  This is why itwas brought to [redacted]’s attention so many times.  My last request prior tomy mother being moved [redacted] did not go to the facility, talk to anyone in thefacility nor did she contact me.  She did not have any intentions of everresolving the issue while my mother was in Richford.  I offered, via emailtwice – I can forward to you, to pay [redacted] for the lost aid.  I asked if Icould pay via debit card or check.  I never got a response. Unfortunately to remold my mother has to present and that is notpossible.  I am in the process of working with another company but I don’tfeel my mother should have to pay for wrong made hearing aid.  I feel theHearing Center of Vermont should be responsible to have this hearing aidfixed.  It’s not a matter of satisfying me – it’s a matter of my mother’sonly connection to the world is thru her ears.  My mother is blind aswell.  Again – 2 facilities reaching out to me with the samecomplaints.  We had the Director of Nursing as well as the RN that takescare of my mother call me from the St. Albans facility as this hearing aid isincorrect.  Yes – it is my best venue to go elsewhere, [redacted] has hermoney.  But it is not my best venue to have to pay for another hearingaid.  There should be some responsibility on behalf of the Hearing Centerof Vermont.  Also – it was [redacted] less than two weeks ago when I called hertold me they were opening a satellite office in Richford and also told[redacted], the maker of the hearing aids the same thing.  BUT according to[redacted] the satellite office was not being used for servicing hearing aids.   Thank you.
Regards,
[redacted]

My complaints are not false.  I emailed [redacted] twice asking if she could take a debit card over the phone or prefer a check to replace the hearing aid that was lost.  She never responded to either email. (I can forward the emails).  There is a "Lost & Damage form" that needs to be filled out in order to get the lost one replaced.  [redacted] has all the info about my mom's hearing aids.  Because the hearing aids were purchased thru her she is the only that can replace it.  I had asked if she could refer me to anyone else and she said no.  I recently found out that there is a 60-90 day remake period on the aid that is was molded incorrectly.   Because of [redacted]'s lack of follow up we are long beyond the time frame.  The "Loss & Damage policy" states she has to replace the hearing aid that was lost - the cost quoted from [redacted] was $130.00.  Can I please have a reason "WHY?" she is not replacing the lost aid?  Also - can I have an answer if she is a hearing aid dispensary or an actual doctor that works in this field? This is by far the poorest customer service I have ever encountered.  It's so sad to treat a blind 82 year old woman like this.  Her only means to the world is with her hearing.  Obviously [redacted] really doesn't care. 
Regards,
[redacted]

If any of our clients are not happy with the service or the products we provide, we will do our best to identify and resolve the issues that are causing the problems.  Apparently the [redacted]'s were not happywith the quality of service we provided [redacted] between March and June...

2015.  We attempted several times during this 90 day period to address and resolve their concerns.  Sometime after June 2015 [redacted] was moved to a new facility located 60 miles from our business.  This made any further attempt to resolve issues exceedingly difficult due to the 120 mile travel requirement.  Upon receiving the last request from [redacted] for service for her mother, we informed her that we could not provide the requested service due to the distance.  We offered [redacted] the only option we had under the circumstances; to have [redacted] mail us her mother's hearing aid, which we would have repaired or replaced and mailed back to her.  [redacted] was not interested in this option.  While we regret that the [redacted]'s are not happy with our services, their desired settlement is simply not possible due to the distance between [redacted] and [redacted].  We also cannot engage, recommend, or refer the [redacted]'s to another hearing aid dispenser in the [redacted] area as we do not work with or otherwise know of one.