McDonald Hearing Aid Center

First, thank you for your response as it is always our goal to provide exceptional customer service and quality control As [redacted] indicated in his complaint, we did schedule and send out repairmen in good faith and consideration; however, it is noted that he is not ultimately happy with our resolve For this reason [redacted] ***, visited the site on October 28th, and subsequently wrote a formal correspondence to [redacted] on November 3rd, This meeting and correspondence was in advance of our learning of the Revdex.com complaint and your writing of your November 7th letter The wording is as follows from the letter written “We will detail all flooring in the home, going room by room We will move furniture, address any chipped boards with epoxy fill, detailing color to blend if need be, replace boards Any tools used will have dust containment attached but should be minimal Most work is hand done Detail work is all done by [redacted] ***, who has years experience, will address your concerns with nail holes, filler adjusted to a better color and chips repaired Schedule days for these touchups We hope that we have addressed this issues to your satisfaction If you have any other concerns or questions please do not hesitate to call me”For this reason I believe we have an appropriate plan of action that is in the best interest of the circumstances and our very important customer, [redacted] We will hopefully have a schedule soon, of which is to be determined in the near future

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me In response to your letter received by me today 3/10/regarding the complaint I submitted to Revdex.com on 2/25/ID # [redacted] , and involving myself and McDonald Hearing Aid Center.I contacted your office and spoke to a gentleman by the name of [redacted] regarding the settlement I received from Mcdonald's in theamount of $4,and informed him that the case had been settled as far as I was concerned, He thanked me for letting him know aboutthe settlement and informed me that he would close the case, I don't want McDonald's to think I am not true to my word, nor the Revdex.com as faras that goesI hope this will clear this matter up.Thank you for your help!

Consumer states: The company has sent me a reimbursement check and I consider this matter resolved

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Check # *** for $4,was issued 2/16/pursuant to a Small Claims settlement arrangement between the company and Mr***The company CFO indicates the check has cleared the bank and thus this issue should be closed as resolvedIf Mr*** did not receive or cash the check please let
us know so we can take steps to address the issue

This customer was provided a free hearing test on 5/15/15 which demonstrated a severe bilateral hearing lossThat day she agreed to purchase
a pair of Intela-hear Nexus HD hearing aidsThe aids were delivered to her on 5/29/with it noted that the initial fit, volume and calibration were goodCustomer came in several times from then until 8/19/with no adjustments made - a period of over days - whereupon she stated she just didn't want the aids anymore, but mentioned no complaints about the fit or function of the aidsThe dispenser offered to exchange the aids to a different style but this was refused by customer
After reviewing Patient’s records, it is found the customer did not qualify for a refund. According to California State law, the hearing aid dispenser is not required by law to provide a refund if "buyer keeps the device for more than days after delivery without seeking an adjustment; buyer does not allow the dispenser an opportunity to adjust, repair or replace the device, or buyer feels he/she paid too much and returns the hearing aid". The records indicate since the delivery of the aids on 5/29/14, and for over days afterward, the customer did not requested any adjustments, repairs, or replacements of the aidsIt is noted in the record that no adjustment to the aids were necessary because the aids fit and worked properly. The customer indicated the aids were too expensive and the process of fitting was a financial hardshipThus a refund is not warranted
Finally, as we have previously informed you, customer has lodged a complaint with "call Kurtis" of KOVR and Mr*** is investigating this matterWe request Revdex.com drop this complaint as customer is seeking resolution elsewhere

I agree to rules of Mediation, I asked *** if he would be agreeable also but haven’t heard from him yet.So please forward the request to ***,

A full refund of $4,was applied to the customer's VISA account ending in #on 2/25/The company apologizes for the delay in refundThank you

[redacted] has enlisted the "support" of Call Kurtis in this matter. We respectfully request Revdex.com suspend its inquiry into this matter. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
 In response to your letter received by me today 3/10/15 regarding the complaint I submitted to Revdex.com on 2/25/15 ID # [redacted], and involving myself and McDonald Hearing Aid Center.I contacted your office and spoke to a gentleman by the name of [redacted] regarding the settlement I received from Mcdonald's in theamount of $4,000.00 and informed him that the case had been settled as far as I was concerned, He thanked me for letting him know aboutthe settlement and informed me that he would close the case, I don't want McDonald's to think I am not true to my word, nor the Revdex.com as faras that goes. I hope this will clear this matter up.Thank you for your help!

I am very confused, we have been to her house 6 times to repair issues we haven’t created. This is because of the mission statement we have in our company to go above and beyond. The last time we were there we fixed all the squeaks and as we left and began driving away they called and said there was one more squeak so our guys turned around and went back to repair the last one. With this being said we stand behind our original statement about the fact that the humidity in the house was very low due to the fact the April Aire was not working properly, You can confirm this with the remodeling company the gentlemen name is [redacted] from [redacted] ###-###-####. I will also state that in our proposal in our terms and conditions we specifically have it stated that Schmidt Custom Floors cannot be held responsible for atmospheric conditions. She was well aware of these terms.  The reason for my confusion is that when we left the house for the last time Mr. [redacted] shook the hands of my [redacted] and Kevin our installer and stated he was very satisfied with the work we did and since then we have been paid in full. So as you can see from these items the confusion that this is still ongoing.  I will note Tim Schmidt himself inspected this and readings of the subfloor and air relative humidity were taken and in both didn’t meet industry standards (they were very low 6% in the wood and 19% in the air) the standard is 35%.  If need be we wouldn’t be opposed to mediation but if this be the case we would request to be able to have an independent NWFA inspector come in and give a report. I am sure that if this inspector were to come in the results may show that no mediation would be needed.  To our understanding this has been resolved.  Thank you

In response to the complaint,  I have met with Jim and Rose [redacted] in there home and we set a resolution to the issue. The resolution was we would have an installer and the [redacted] pull back the carpet and secure the subfloor this has been accomplished and to the satisfaction of the...

customer. I will note that in our proposals we state that we can't be responsible for the atmospheric conditions. the house was very dry and we brought this to the attention of the [redacted]s they subsequently had their heating company come in and check the april aire in the house, we have been informed that the equipment wasn't working properly and the [redacted]s have had this fixed. since the repair of the humidification system the squeaks have been elimenated. Therefore I am surprised at the complaint. We have always responded to customers and the issues they have and we will continue to do so.   I feel this is no longer an issue and has been addressed even though this was not an issue we created we are very happy that we could be of service to the [redacted]s and that we could help them locate the reason for the squeaks.Thank you Tim [redacted]

I am responding to your letter dated February 4, 2016 in which Schmidt Flooring claims that our complaint has been addressed and we are satisfied.  I would appreciate your not closing this complaint as they have not completed the repair to date and the problem was not created by a faulty heating system.  The squeaks were created by the company not identifying the need to secure the sub floor even though their website claims that they are specialists in identifying problems such as these.  The carpeting was pulled back on a portion of the living room and stair platform, however they only taped in numerous nails in the bedroom which has us concerned as to how a new carpet will respond to this solution.  The new wood floor has not been addressed to date and hopefully this will be taken care of soon. This compliant has been going on since November with slow and minimal response from Schmidt unless called several times.  We will be happy to notify you once all work has been completed.Jim and Rose [redacted]

First, thank you for your response as it is always our goal to provide exceptional customer service and quality control.    As [redacted] indicated in his complaint, we did schedule and send out repairmen in good faith and consideration; however, it is noted that he is not...

ultimately happy with our resolve.  For this reason [redacted], visited the site on October 28th, 2014 and subsequently wrote a formal correspondence to [redacted] on November 3rd, 2014.     This meeting and correspondence was in advance of our learning of the Revdex.com complaint and your writing of your November 7th letter.    The wording is as follows from the letter written “We will detail all flooring in the home, going room by room.  We will move furniture, address any chipped boards with epoxy fill, detailing color to blend if need be, replace boards.    Any tools used will have dust containment attached but should be minimal.   Most work is hand done.   Detail work is all done by [redacted], who has 15 years experience, will address your concerns with nail holes, filler adjusted to a better color and chips repaired.   Schedule 2 days for these touchups.   We hope that we have addressed this issues to your satisfaction.  If you have any other concerns or questions please do not hesitate to call me”. For this reason I believe we have an appropriate plan of action that is in the best interest of the circumstances and our very important customer, [redacted]. We will hopefully have a schedule soon, of which is to be determined in the near future.

[redacted] - the Customer - appeared at the office on June 13, 2014 and was provided a free hearing test demonstrating a severe bilateral hearing loss. Customer had in her possession a more than 10-year old pair of hearing aids. That day the Customer purchased a pair of Intela-Hear Nexus HD...

hearing aids which were ordered according to her specific hearing needs that day. Custom hearing mold impressions were taken and ordered (via FedEx overnight) as well. Customer was scheduled to return for delivery on June 27, 2014. Customer called on June 27th to reschedule her appointment. On July 10, 2014, Customer's son and daughter came in and were very upset their mother purchased such an expensive pair of hearing aids, remarking she paid just $2,000 for her current aids (over 10 years ago). They wanted the contract cancelled and threatened to contact "all media sources" and file Small Claims. The receptionist explained the process but they refused to permit their mother to come back in and sign the request for cancellation. They said they had a power of attorney but refused to sign the cancellation agreement or provide a copy of their power of attorney. Thus, the Customer never appeared to sign the cancellation agreement and neither the son or daughter had any authorization to cancel the agreement for her. If either the son or daughter had provided proof of an IMMEDIATE POWER OF ATTORNEY on the day their request to cancel was made; and if they had signed the cancellation agreement as requested; the refund would have been issued. As it is, none of this was the case. The fact is, the Customer NEVER cancelled her agreement to purchase and neither the son or daughter had or has the authority to do this for her, at least the company has no proof of such authority.According to the corporate office receptionist, the daughter called on or about 11/10/14 with more threats and specifically saying she knew influential people in Chico and she would ruin the company's business in Chico. Notwithstanding this, the issue was brought before the owner of the company and he decided since it had been almost 4 months since the Customer contacted the office; and since the deadline for return to the manufacturer for credit for the aids was approaching; the company unilaterally canceled the agreement and refunded the Customer her down payment of $3,303.00, less the cancellation fee of $661.00 - per her agreement. This refund was issued on 11/7/14.The company hopes the Customer will find the new hearing aids she needs at another hearing center if not at McDonald. It is unthinkable that she would have to wear a 10-year old set of hearing aids when new, better and more capable technology is available.?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Schmidt Flooring has reached out to me proposing a face to face meeting.  I have provided 3 available dates and am awaiting Schmidt Flooring's response.  Pending the outcome of the meeting, which I have proposed anytime during 2/18-2/20, I may need still required Revdex.com assistance with resolution.
Regards,
[redacted]

Consumer states: The company has sent me a reimbursement check and I consider this matter resolved.

Review: I saw a full page ad in the Sacramento Bee newspaper .It sounded very convincing. Been in business for many years. Etc. etc. There was some hearing aids for $ 875 And $989.I didn't even get a chance to ask about those. before I knew it I was opening a credit account for $3500.I am not happy with the product or the service. I feel their ad is a big scam for older folks.Desired Settlement: I want to return these hearing aids [there not working right] and get my money back and cancel their Comenity -Health plan. I live on Social Security.

Business

Response:

Consumer was provided a free hearing test on 5/10/2016 and completed lifestyle assessment forms indicating a need for hearing aids. She purchased a pair of Enya RIE hearing aids for $3,591.00 that were delivered on 5/31/2016 without incident. Consumer appeared for regular service and adjustment from then through 8/2/2106. Company records indicate Consumer kept an appointment on 7/26/2016 but did not mention ANY complaints about the fit or function of her hearing aids. The Revdex.com complaint was the first indication Consumer was not satisfied and has never requested a refund and return as she agreed to do in her signed purchase agreement. Buyers are afforded 45 days from the date of delivery to request a refund. Company records indicate Consumer did not request a refund prior to the date of the Revdex.com complaint - a period exceeding 75 days. Therefore, Consumer has lost the right to request a return and refund (1) because she never requested a refund directly from the company, and (2) the request from the Revdex.com was made at least 75 days after delivery. The request for refund is denied.

Business

Response:

A hearing aid dispenser is required by law to refer a customer to a doctor when they see something in the ear that might need medical attention. In this instance the dispenser absolutely did the right thing when she recommended the customer see a doctor about the excessive wax and "something black" in the ear canal - California Business and Professions Code Section 2538.36 (7). There was no "being put off". If the dispenser had not referred the customer to a doctor for a suspected medical issue she may have violated the law. It remains that the customer did not lodge a complaint with the office and did not request a refund at any time. The decision of the company stands.

Consumer

Response:

I am rejecting this response because: I was surprised she didn't check the hearing aid instead of looking in my ear and lying about seeing black in my ear. I also looked because she had it on camera . I didn't see anything but a LITTLE wax. I would like to have them investigated. I was there once when a gentleman walked in the door and [redacted] made a remark like "What is Your problem?". She clearly does not want to deal with problems. The other girl ,Catalina, was there both times but she most likely she would side with them for fear of her job she just started. I will take legal action if I have to and go public with these people. rip offs.

Review: requested a refund after adjustments not satisfactory. Keep re-scheduling appts. with no answer abut refund first contact on 8/6/13.

Devises ordered and took delivery on 8/27/13 had 3 apts in Sept for hearing approvement classes.

Problems with left ear device. Office tried to do some adjustments in office.

Mid Sept sent devices back to factory for a remake of the left ear device.

Took re-delivery of devices later part of Sept. Still problems with the left ear device.

Stopped wearing devices 10/1/13 and decided to return them as not satisfied.

Told I needed an appointment to return the devices. Made an appt for 10/22 (I was out of town from 10/11 thru 10/15). On 10/10 I left the devices at the store stating I wanted them returned. As I left the store receptionist stated you cannot leave them here and we are not responsible for them, you are. Left them there.

Went to Appt on 10/22 ant was too I needed to fill our a form requesting a return and refund. Form would be sent to the Coporate office for review and notice of decision should be made after about 10 days. I then needed a return appt. Appt made for 11/5.

During last week of Oct the Office called and stated they needed to re-schedule my appt. No availability for them until 11/14. Appt was re-scheduled.

I have not worn their devices since 10/1 and have had to make at least 1 payment to the finance company since advising I wished to return them.

I went on line to try and locate a contact for the cooperate office. I only found a call center number. I contacted 800-731-0344 and spoke with [redacted]. She could not supply a contact point for the cooperate offices. She took my info and stated someone would call. I also sent an email which was also listed at this site. there had been no response to either.

I feel I am getting the run around. How long should it take to return the devices and get my refund?Desired Settlement: Return of devices and refund of costs for an unsatisfactory product after failed attempts by company to make good on product.

Business

Response:

Initial Business Response

Patient expressed no problems with fit or function of the hearing aids except with the left ear. Left aid was re-made with custom mold in left ear. No complaints from patient after this. Patient came in on 10/22/13 wanting to return because his daughter had medical issues and keeping the aids and paying for them would be a financial hardship. Returning for financial reasons negates the consumer warranty under the Song-Beverly Consumer Protection Act and thus a refund is not warranted. The patient may contact the office where he purchased the aids and downgrade to a less expensive set of aids that are sufficient for his degree of hearing loss; and the difference in price will be refunded. This may help relieve the financial pressure.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

As I filled out the form I checked three boxes before noticing that I should have only checked one box. I just randomly circled one of the boxes checked.

I did state I was exploring other options which obviously is my right.

I did state in my writing that there was never a good fit for the left ear device and have stated in several responses that the store tried an in office fix and then sent the devices back to factory for a remake which still did not fix the issue. HOw can you say I never indicated ANY dissatisfaction when the facts are otherwise.

I said nothing about money being tight. My daughter did not have a heart attack. My sister had a triple bypass but her issue has nothing to do with my finances nor me purchasing hearing devices.

I asked for a return within the legal time parameters and have been denied my right to do so under the law. You acknowledge as I have stated I have not used these devices since Octobor 1, 2013. I have continued make payments on these devices as they were financed and I do not want a default on my payments.

The simple fact is your product did not work for me and I requested a return within the law and you have not allowed me to do so. You have drug on this process for over two months now, each time including erroneous facts in your responses.

It appears to me that the only way to reach a conclusion is get this arbitrated as you are denying may the right of return under the law.

Final Business Response

Referring to Mr. [redacted]'s own handwriting on the form he filled out requesting the return:

1. He checked and circled the box indicating "Financial Hardship"; He checked the box indicating "Too Expensive; He also wrote that he "decided to explore other options"; he also told the dispenser that his daughter had a heart attack and money was tight. On his side, he did also mention on the form that he has not used the aids since 10/1/13 but never before this indicated ANY dissatisfaction with the fit or function of his hearing aids.

The company is willing to continue working with Mr. [redacted] to provide him with the opportunity to receive the benefit of his purchase. If he chooses, it may be possible to downgrade him to a less expensive set of aids - that fit his particular hearing needs - and refund to him the difference. This might help relieve his immediate financial pressure.

Review: I was told I would get a full refund per "song-beverly act' if the device id not work for me. My ENT doctor also wrote to ask for a refund request for me. To date I have not gotten any result. Desired Settlement: A full refund (per amount I've paid through finance company)

Business

Response:

I have presented this complaint to the Compliance Board. They have re-considered and will issue a full refund. The prior decision was not to refund. Now that it has been approved the refund will be forthcoming. Any payments made to the finance company will be refunded in full by them once the refund is made and the account is closed. This should take about 30-45 days.

Consumer

Response:

Consumer called into Revdex.com office and stated she still has not received her promised refund. It has been promised twice now since November, and this is unacceptable.

Business

Response:

The refund period begins when the refund is authorized and the refund window is 30-45 days.

Consumer

Response:

I am rejecting this response because:

You said that twice now since November. Clearly you are lying. Please give me specific date.

Sincerely,

Consumer

Response:

Thank you for your letter dated March 17, 2014 which I received on the 22nd since I was gone 18th-22nd.