Heartland Hearing Centers LLC

Initial Business Response /* (1000, 5, 2015/05/11) */
Heartland Hearing Center LLC
*** R*** ***
Revdex.com,
Complaint Number XXXXXXX, *** ***
To Whom it may concern;
I am responding to Mr***'s complaint about defective hearing aids and my employee ***
*** an excellent hearing professional, who served Mr*** for several years with his old aids keeping him working until he was able to acquire his new aids
This is not a sales issue, but a patient coming to his professional seeking new aids
Mr*** ordered the type of aids from Siemens Hearing at Mr***'s request although Mr*** recommended a different technologyAccording to the case notes, neither Mr*** or Mr*** was satisfied with the response and Mr*** called *** Audiology for their help getting them involved with the fittingSiemens agreed with Mr*** that Mr*** would be better served with a different technology level due to his hearing loss and at no additional cost to Mr***, Mr*** and *** exchanged the hearing aids to provide Mr*** the best opportunity for success
Initially Mr*** was happy with the results for some time, but later after asking for different adjustments decided he was no longer happy, even with *** Hearing working directly with them
Mr*** exceeded a day period, and was not a candidate for a refund although we would have been happy to continue to work to find what was best for Mr*** including another exchange if neededMr*** wasn't afforded that opportunity
Mr***'s father contacted my office and according to Mr*** and his wife essentially threatened them attempting to push them to give a refundMr*** very concerned, contacted me concerning what to do and at my instruction locked the office doors fearful of a confrontation with the front office staff
I wrote a letter informing Mr*** based upon the events and experience that we would not continue service under these circumstances, but that at his request would obtain recommendations from *** Hearing to locate another provider Mr*** could chose to work with
In summary, Mr*** requested the new aids from his hearing professional, we worked hard to meet his challenges, involved the manufacture in the process to ensure the best success, a third party entered the relationship with demands and threats, we chose to refer Mr*** to another professional for continued service do to confrontation of the third party
Mr*** has new aids that are a few months old and exactly the style he required, he exceeded any return for credit opportunityHe has the option to see another professional familiar with Siemens products, and has complete warranty and LS and D coverage he can access
If the third party had not entered the picture, our practice would still be working directly with him
Sincerely,
*** ** ***
5/11/

Initial Business Response /* (1000, 7, 2016/02/02) */
We have seen [redacted] for dispensing and fitting follow ups 7 apps last year always responding to her request. There were 6 additional appointments scheduled that she rescheduled or cancelled.. In response to her issues, aid out of stock is true...

for every behind the ear aid which makes up about 80% of the market. The ear mold is the custom part which she has. Each aid is custom programmed to each patients loss. We practice rehab fitting where we spend the additional time over several weeks elevating and evaluating each patient based on their tolerance until we achieve their Rx. I was not her professional but one of the best is. I saw [redacted] after her complaint and with a fellow employee pretending to be the advocate for [redacted]'s benefits. [redacted] was extremely emotional, confessing that she had previously tried other high tech AIDS and liked them until they told her they would cost her $5000 more than her insurance benefits. Then she came to us from a referral and is fit with high tech AIDS. After review of her exam and results I offered to up grade her AIDS to a higher level with a feature she would benefit from for only the additional cost to us which is about 300 per ear. The result of that offer counting the $500 out of pocket and the total of $600 additional is $1,100.00 for AIDS with an msrp of 7990.00. She currently has AIDS with msrp of $4990.00. Her insurance benefit only pays a max of $2,000 regardless of what the insured purchases or whom they purchase from. We even wasted the time revisiting the insurance company and any additional benefits she might have available. For [redacted] employees we accept their benefit and the $500 out of pocket [redacted] requires and write the rest off to usual and customary. And
We have gone above and beyond in an attempt to help her and even offered to allow her to make small payments if she couldn't afford it at 0%. She refused every attempt to help her and has received quality service. The issue in my opinion is she is attempting at everyone's expenses to get something for nothing, we have exhausted everything we can do, which is more than anyone else had offered.