McDonald Hearing Aid Center

Review: I am financing a hearing aide thru allegro credit from McDonald's hearing and McDonald's billed my insurance for it and my insurance ( [redacted] ) paid 800.00 of the 2,400 that was suppose to come to me the patient since I'm financing the hearing aide but McDonald's hearing first did not bill for it and when they finally did 2 months later they fraudulently told blue shield that I'm paying them for the hearing aide and the 800.00 dollars paid from blue shield should go to McDonald's hearing not the Patient .They also said that they were in my network for insurance , if they were I would have received 1,000 towards my hearing aide . They lied about that as well , they are not in my network . They are lying and stealing from from myself (the patient) and the insurance company as well . I'm 55 yrs old on a fixed income , this should be considered elder abuse . They also said that once I got the hearing test that only this expensive hearing aide would help me not the less expensive one they advertise .Desired Settlement: I want the 800.00 dollars from my insurance to pay on my hearing aide .

Business

Response:

The Customer purchased and received a hearing aid on 12/3/15 financing the purchase 100% through a finance company - 18 months with 0% interest if paid in full by the end of the 18 months. The application for insurance coverage was completed and signed by Customer on 12/17/15. This is because insurance coverage was evidently not part of the consideration for the original purchase. The insurance company paid $800 (AND the company IS in the [redacted] network but under a different name). The insurance check was received in the corporate finance office on Thursday 5/5/16 which coincides with the 2-3 week time frame the insurance company said it would take to receive the check, although the insurance check was dated 4/19/16. A reimbursement check from the company for $800 was issued on Friday 5/6/16 and sent UPS - tracking number [redacted]. He should have received his check Monday 5/9/16. Customer's allegations regarding financing are completely false and his use of the terms "fraudulently and "stealing"" are libelous, and unwarranted at best. Regarding his hearing aid purchase - the hearing test showed a left ear hearing loss varying from 15 to 60 Db; but the lifestyle assessment which is completed by the customer and the company uses to help determine his actual hearing needs indicated a moderate listening lifestyle; and thus the more technologically advanced hearing aid was best suited for him.

Review: The hearing aids give me very painful head aces and awful ear aces! I have tried to work with the staff but to no avail. They refuse to honor their refund provision saying that I need to give them more time to try different devises. I have tried one other of their hearing devises with the same out come. Awful pain still in my head and ears. They will not credit the Health Care credit care they enlisted to give me $4,000 worth of credit. McDonald's Hearing has already received $1,000 from my health insurance company. I have tried two times to return the hearing aids, the staff refuses to sign for them. (Once in person and once by certified mail). I'm exhausted and do not know what to do!

Thank you in advance for any help you can offer in this matter.

[redacted]Desired Settlement: I desire a total refund due to fact that can not wear these devices!

Business

Response:

Customer received a free hearing test on 10/16/15 revealing a moderate to severe bilateral hearing loss. On that same day Customer purchased a pair of ATOM hearing aids paying $3,941.00 though independent financing and $1,000.00 from her insurance. The hearing aids were delivered 11/2/15 with notation that the fit, volume, and calibration was good. On 12/3/15 Customer appeared wanting to return her aids because of headaches and earaches. The dispenser explained that the buyer (Customer) is responsible to permit the seller (dispenser) to adjust or replace the hearing aids but Customer refused. The dispenser did change the ear inserts which Customer said was much better. Customer presented no medical evidence of headaches or earaches caused by the devices. The office had no communication with Customer from 12/3/15 until Customer attempted to return the devices by mail on 12/15/15 but the office refused the shipment. Based on these facts, the return was rightfully refused. The Customer is welcome to contact the office and schedule an appointment to receive continuing service on her aids but under current circumstances a return and refund is not forthcoming.

Consumer

Response:

I am rejecting this response because: Re: Revdex.com complaint #[redacted]s Please don't close my complaint, it has not been settled, I need your help. I have been sick and unable to do much on this problem. I'm sorry, I have tried very hard to work with this company in returning these hearing aids. but McDonald hearing won't take them back as specified in written contract. I am having sever headache and ear- aches when ever I try to use them. Now, I fear I have Tendinitis from wearings them. I have tried to return them twice well within the allow time frame. However, McDonald Hearing Aids refuses to accept them. I feel they are trying to give me the run-around until the warranty has lapsed. I have proof of return attempts. My insurance has paid them $1,000 and I will not be eligible for any more hearing services for 3 years. They again refuse to return the money to my insurance carrier. [redacted] is the credit card company that McDonald enlisted to carry a $4,000 loan on these hearing aids for me. I'm a 67 years of age and feel that McDonald Hearing Aids misrepresented and false advertised their product. I complained every time I went into the hearing center which was every week in November and part of December 2015. I greatly appreciate any help you can offer me. [redacted]I would like McDonald Hearing Aid to accept the return of the hearing aids and return the $1,000 insurance benefit to my insurance company as well as refund all the finical charges they have cause to my account with [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that arbitration is necessary. Sincerely,[redacted]

Business

Response:

I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted],. I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaint. I have decide to pursue legally or via other avenues. The company has not been accepted as members of Revdex.com and will not participate in any arbitration until it is a member. Thank you,McDonald Hearing Aid Center

Review: I purchased hearing aides on May 29,2014 from above. I took the AWARE computer program, and had numerous questions and problems with the instruments. Jason Voight, audiologist, tried to resolve them , but not to my satisfaction. I experienced a constant buildup of wax in one ear, and discomfort in the other. To add to this I was not hearing as I thought I should. He assured me I had until Aug 29,2014 to work it out. I was having to return to office weekly and at 88 years old, it was creating another problem for me. I returned the aides on August 27, 2014 and asked for a complete refund. I had taken a loan with Comenity Bank HealthiPlan,which was arranged for through Mcdonalds Hearing Aide Ctr. This corporation is designed to prey on the senior citizens of this world.Desired Settlement: I put down $500.00, Have been paying $280.00 a month. I owe $7013.00. I want a complete refund. I returned the aides which actually cost $7,780.00. I want the bank loan resolved and my money returned to me $280.00 a month for 5 months returned. This is a terrible lesson for me to learn. My income is $1800.00 a month and this is going to destroy me.

Business

Response:

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

Business

Response:

This customer was provided a free hearing test on 5/15/15 which demonstrated a severe bilateral hearing loss. That day she agreed to purchase a pair of Intela-hear Nexus HD hearing aids. The aids were delivered to her on 5/29/14 with it noted that the initial fit, volume and calibration were good. Customer came in several times from then until 8/19/14 with no adjustments made - a period of over 80 days - whereupon she stated she just didn't want the aids anymore, but mentioned no complaints about the fit or function of the aids. The 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 30 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 80 days afterward, the customer did not requested any adjustments, repairs, or replacements of the aids. It 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 hardship. Thus a refund is not warranted.

Finally, as we have previously informed you, customer has lodged a complaint with "call Kurtis" of KOVR 13 and Mr. [redacted] is investigating this matter. We request Revdex.com drop this complaint as customer is seeking resolution elsewhere.

Review: It's been 75 days, dozens of calls, and zero accountability in honoring my refund as per their policy.

"Refunds will be issued between thirty (30) and forty-five (45) days after the return of the device/s." is a direct quote from the return receipt I signed. I called on day 45 and was told to just wait a few more days and check back in. I waited, and still no refund. The employee said on my 4th call that they would check with their accounting department and that they would get back to me. They never got back to me. I called again after 2 days to be given run of the mill answers to get me off the phone.

I was finally given a partial refund after another handful of calls on my part, which felt like fighting tooth and nail to get. Being persistent enough I was able to have them do this on the spot which makes me believe it's not all about their ability to process refunds but just effort.

On day 71 I called as my payment was due on the HealthiPlan they required that I opened to fulfill the payment on the hearing aids (which is where the remainder of the refund should be delivered to). I've made 2 payments of $224 totaling $448 on this account so I'm sure I'm going to have to spend more time getting the excess refund from them too, but one company at a time. This is after I've already been frustrated to no end with their disregard or the accountability they have taken in this matter. I called at 1:10 and again was told they would handle it and call me back, come 4:30 still no call. So I called them and was basically made to feel guilty that they couldn't do it in that the person who handles these had 3 other calls waiting and just got diagnosed with something. As much as I feel bad, it's not my problem and it shouldn't have gotten to this point. The way they explained the refund process to me is clear they have a single point of failure in their process which opens this to happen to any and all customers. If refunding your customers isn't as simple as 3-4 clicks to process, something is wrong.

Here is some information regarding the transactions:

Serial Numbers: (L) XXXXXXXXX, (R) XXXXXXXXXX

Date Returned: 9/18/13

Return Receipt Signed On : 9/18/13

Hearing Aid Dispenser CA License: 7278

Payment Amount: $4941

Today's Date: 12/2/18Desired Settlement: I am expecting a full refund of $2441 to my HealthiPlan account. In which I am expecting to receive a returned amount of $448 from HealthiPlan.

Business

Response:

Initial Business Response

A refund of $2500 was made to Mr. [redacted]'s Visa card on 11/12/2013; a refund of $2,441.00 to Mr. [redacted]'s HealthiPlan account - the entire principal balance - was made on 12/2/2013. Mr. [redacted] has received a refund in full.

Review: I purchased hearing aids and decided the benefit did not equal the cost. I took them in to be returned in September and was told I had to attend classes first. I completed all requirements per contract to return.(such as attending those classes) I then took them in to return them and was told I had to have an appointment and none were available for several weeks. I said this was unacceptable as they had to be returned in October ans first appointment was November 4th. [redacted] said no problem as all paperwork would reflect October 23rd date. We kept appointment on Nov 4th. It consisted of handing over the hearing aids and signing a paper (Don't believe they couldn't have fit us in sooner!) Now we are told it will be between 30 and 45 days before we will be refunded. That time came and went. I was told check would be mailed a week ago. I was told they would call me back next week as they are having trouble reaching their accounting dept. when I called today. Its December 23rd. No money!!!!!Desired Settlement: want my money and want people to know this is how they work...not honest!

Business

Response:

The return agreement Customer signed states the refund will be made 30-45 days following the actual return on 11-16-15. The refund was attempted yesterday but there was a glitch in the electronic system. The refund will be made as soon as the system is up - hopefully later today. This would be within the time frame stated in the agreements. Please return another complaint resolution request so that confirmation of refund can be sent. Thank you.

Consumer

Response:

I am rejecting this response because: we completed all there requirements on october 23rd. Tried to return them then. They refused to see us untill November 4th. They were returned on November 4th!!!! They are well after their 45 days!!!! .We have tried to return them since september. Wont return our phone calls. Tried last week. Tried again today.

Business

Response:

On [redacted] – a refund check (#[redacted]) was issued in December but evidently the customer did not receive it. A stop payment was put on the first check and a second check (#[redacted]) was issued 1/7/16. We trust the latest check was received. [redacted]General Counsel, Moore Family Hearing Company, Inc.[redacted]

Had a visit with the Walnut Creek CA office and the staff performing the testing were very nice. After the testing went in to discuss results and potential devices with the Specialist and was met with strong arm sales tactics, pressure buying and bad mouthing all competitors. Flat out said there was no good information on the internet about the devices or that I would be confused by getting too much info. There prices was $4,400 more then what is advertised on the internet for the same device. There are many options for hearing aids and don't be fooled by their big ads and useless warrantees. Just a quick check here on Revdex.com show's they will not give your money back until you fight. Buyer beware!

Review: I am writing this complaint for my husband, [redacted], Sr., who purchased Intel-A-Hear hearing aids from McDonald Hearing Aid Center in Auburn, California at a total cost of $14,980. Our share was 6,741 and we financed it - they are still not paid off. Periodically he went for a check up. In Feb. they said the control he had for his aids was being updated. He had some kind of a "credit" in points? which entitled him to have the control free. It took many calls between Feb. and June before it came. It was always "on back order" each time we checked. On June 6 he went for a check of his aids and to pick up the promised control. He took his aids, in a closed case, into the office to have them checked. When he opened the box, one fell. He and the staff searched for it but could not find it, yet everyone acknowledged they heard it fall. We called later that day to see if it had been found. It had, unfortunately they said it had been kicked outside and was in 3 pieces. They would be happy to replace it for $395. Their paperwork from the original purchase states "included with every purchase of Intela-Hear hearing device - FREE OF CHARGE -- is: 2,3,4 yr. loss of damage policy , in addition to a 2,3,4 year manufacturer warranty." The people in this particular office don't seem to remember clients, give misleading information and now they want us to purchase a new hearing aid at an outrageous price because the aid fell in their office, they heard it fall and then claim they couldn't find it, then it had been kicked outside. Their account doesn't make sense. If they heard it fall, why didn't they look for it in the office where it fell until they found it? We said we couldn't afford to purchase a new one at that outrageous cost. We have heard nothing back from them. It just seems to me that this was a convenient "accident" to extract money from a client. I hope the circumstances of this complaint can be evaluated.Desired Settlement: I believe that, since the aid fell in their office and they acknowledged hearing it fall and didn't carefully and thoroughly search for it, and since the document we received at the time of purchase states clearly that included with every purchase of Intela-Hear hearing devices they are covered FREE OF CHARGE for loss or damage, plus their flimsy story about it being kicked outside the door, the missing hearing aid should be replaced at no cost to us.

Business

Response:

We have read the complaint sent by the Customer’s wife and find her version of the events to be grossly in error. First, on the day Mr. [redacted] came in – June 8, 2016 and not June 6th – he was by himself. Mrs. [redacted] was in her car at all times during this visit. Thus, she was not a witness to anything that happened and she cannot know from her own observation what was and was not said. Second, The MSRP for the hearing aids purchased was $14,980, but the actual purchase price – not “our share” – was $6,741.00. The purchase was made on April 11, 2013 with actual delivery on May 2, 2013. Upon delivery Customer signed, and received a copy of, a Receipt for Delivery. The receipt shows among other things a detailed description of the fitting process; the name, model, and serial numbers of the aids delivered; the 3-year manufacturer’s warranty against defects in material or workmanship, which is free [allows a one-time remake of the aids within one year of delivery; and a one-time Loss/Damage Replacement warranty with a deductible to be paid at time of exercise of the L&D policy. The deductible listed on the receipt is $250.00. Third, over the next almost 3 years, Customer came in for regular service and in May 2014 his aids were repaired free of charge. In February 2016 Customer exercised his L&D policy on the left aid with the fee being paid by points he had earned with the Customer Loyalty Program. The file also shows Customer had a bad fall in 2015 with a head injury and that he is not doing well, which may have also affected his ability to manage his hearing aids. Fourth, when Customer came in on June 8th, he was carrying a box containing only the right aid. When questioned, he said he thought he the left aid was still at home on a table. Later that day, his wife called and asked the staff to look around to see if they could find his left aid. The aid was found on the sidewalk outside the office and is was crushed. Fifth, none of the statements made by Customer’s wife about the circumstances of the Customer’s loss of the left hearing aid and subsequent damage to that aid are true. No staff member heard anything “fall” when Customer came in. Customer seemed to be looking for something at the door but no one thought anything about that until later when Customer’s wife called. Customer’s wife did not hear anything because she was not present. The aid was evidently dropped by Customer outside of the office where it was found by staff, after a search, in unrepairable condition. The aid did not “fall in their office” as is alleged by Customer’s wife. Based on the above review of the facts, and upon the documentation available from the office, Customer lost his left aid outside of the office where it was damaged beyond repair; the 3-year manufacturer warranty expired 5/2/16 AND the aids were not defective in material or workmanship in any event; and the ONE-TIME L&D policy benefit on the left aid was used by the Customer in February 2016. The owner of the company, although there is absolutely no obligation to do so, wants to help Customer if he can – and he will IF Customer’s wife will cease her baseless allegations. The company will repair the aid free of charge with the understanding this is a courtesy to the Customer and not as the result of any wrongdoing or obligation on the part of the company or its employees. If this is satisfactory, the company will undertake repair of the aid and will notify Customer when the repaired aid is available; provided that Customer must sign the repair documentation prior to 6/30/16. Customer will also be required to sign a delivery receipt and waiver of liability for the repaired aid acknowledging that all warranties have expired and do not apply on the repaired aid, but that Customer may receive regular maintenance services on the repaired aid for which he would normally be entitled. If Customer does not agree to these conditions then this courtesy offer will be withdrawn immediately.

Business

Response:

First, Customer's wife is again confusing the facts. It is she who claimed Customer came in on June 6th - look at the original complaint. Second, the Agreement to Purchase clearly shows a purchase price of $6,741.00. Third, the sale price is not a "share of cost" - it IS the sale price. Fourthly, the company offered a courtesy to Customer but his wife rejects it. There are many more mistakes of fact in Customer's wife's rejection, but it's evident she was not there to see or hear what happened on June 8th and it's obvious she is misstating the facts. The company does not desire to argue this further because this seems to go nowhere with Customer's wife. The offer made to the Customer AS A COURTESY could be withdrawn right now as stated in the company response. The offer still remains - the CUSTOMER must make an appointment to come in and sign the Repair Receipt as written before 6/30/16. The Customer and his wife must both conduct themselves in the office in an agreeable manner when doing so. The Customer must sign a Delivery Receipt for the aid if it can be repaired. Customer bought the aids in 2013 - OVER 3 years ago. McDonald has done everything and more they are legally and professionally obligated to do. If Customer or his wife refuses this last courtesy, the offer is withdrawn upon that refusal.

Consumer

Response:

I am rejecting this response because: I cannot verify if I made a typo on my original correspondence as they claim since, when I attempted to copy it before sending it to Revdex.com, I was unable to do that. It was June 8. Whether their version of the story or mine, the date is a petty fact. The date really has nothing to do with the events. If I made a mistake, they continued it with the dates stated in their response. The fact that someone else heard the aid fall and helped to look for it remains a fact, regardless of how McDonald sees events to back their version so they can accuse customers of being "confused." Our version differs from theirs, but McDonald refuses to accept anything as fact, except their version. They are not infallible. I've stated the facts as my husband related them. He is not demented or a liar and I resent the implication, as well as the defamation of my character in their last correspondence. I have not, as they claim, made "baseless allegations" - they are based on my husband's report of events. There is no reason for him to make up a story. I am especially concerned over the fact that they are now able to repair an aid the told me over the phone was not repairable because it was in three pieces and would cost approximately $400 to replace. My main concern is the this has not been addressed in their correspondence. Why not? It's apparent that the think little of their customers.I do not appreciate the inference that we are unable to conduct ourselves in an "agreeable manner." This is demeaning and baseless. These people do not even know us. We are both well-educated people. My husband has a Ph. D in Semiconductor Physics and I have a Master's in Mass Communication. The vitriol of their response says a lot about the attitude of this company. We've been in the business world many years and have never encountered a situation like this company.

Review: My mother, [redacted], who is 89 and I both went to McDonald Hearing Aid Center in Elk Grove back in April 2014 for hearing aids. My mother had never worn hearing aids but I had and knew what to expect in the way of feel. I took my mom back to McDonald to get hers adjusted several times and finally in the first week of October, [redacted] of McDonald said he needed to make her new ear molds before the the "warranty" ran out on Oct. 24. We waited and waited and on Oct. 23rd returned for the new molds. They were not there, so my mom gave them her old molds.We finally were able to get another appointment on Nov. 25th at which time my mom decided she was done with McDonald Hearing Aid center and told them she wanted to return them. [redacted] had been replaced by [redacted]. She had my mom fill out a form stating her reasons for wanting to return the aids and wait another three weeks for an appointment. Yesterday, Dec. 15, we returned and were told by [redacted] that mom could not return the aids. She handed us a letter that was dated October 17, 2014 that stated that the last time she was seen for an adjustment was on June 4 with clinician [redacted]. On no appointment was a [redacted] EVER INVOLVED; the clinician was [redacted] and we saw him no less than four times for adjustments!My aids never worked well nor did they sound as good as a previous pair I had obtained from UCD, so I returned mine. Both my mom's and my aids were financed under her name through Healthy Plan (McDonald financing option). I had paid $400 towards mine which were returned in early August. McDonald says they have refunded yet, neither I, nor my mom has received any refund or acount adjustment.Desired Settlement: My mom has paid $2,900 to date for her hearing aids which are still of no use to her becuse they were never fitted properly. She simply wants to return them for her money back.Additionally, I need the $400 dollars recovered since my hearing aids were returned to Roy Bostick in August and no refund has been made!

Business

Response:

As to [redacted]- Customer is correct, a refund was approved July 14, 2014 and this wascommunicated to Mr. [redacted]. The refund was authorized on 10/17/14 but, due toadministrative error, the refund was not processed until 12/17/14 in the amountof $4,391.00.As to [redacted] - Customer received a free screening hearing test April 15, 2014 demonstrating amoderate to severe bilateral hearing loss. That day, customer purchased a pair of Nexus HD hearing aids for $4,491.00 and paid for herpurchase by a down payment of $491.00 by check and the balance by opening a HealthiPlan account. The hearing aids were delivered to customer on May 5,2014. Customer was seen from 5/14/14 through 7/14/14 for routine follow up and participation in the AWARE auditory re-training program. Customer appeared in theoffice on 9/3/14 to purchase batteries, but no adjustment was made. Customer was next seen on 10/7/14 – after a break of 85 days. Customer dropped offher old molds on 10/23/14 and new ear molds were ordered. On 11/20/14 customer came into the office and it was discovered that the factory had not sent thenew ear molds. The ear molds were received 11/24/14. Customer subsequently completed a request for refund form and submitted it. The return and refund was denied because of the 85-day breakin service. Applicable state law – the Song-Beverly Consumer Protection Act (Civil Code Section 1790-1793.2) as set forth in the State of California Department ofConsumer Affairs’ Warranty Provisions on Hearing Aids document - indicates a refund is not required where “the buyer keeps the device for more than 30 days fromthe date of delivery without seeking an adjustment”. Customer kept and used the aids for 85 days without seeking an adjustment, repair, or replacement from7/14/14 through 10/7/14. It is noted that the Client Oriented Scale of Improvement, signed by customer on 7/4/14, shows that customer was hearingbetter; the aids were demonstrated to be specifically fit for her particular hearing needs. Thus, a return and refund is not warranted.Company ordered new ear molds for customer and those molds are available to her. Customer is encouraged to contact the McDonald office in ElkGrove or any other McDonald office to arrange an appointment to be issued the new molds.

Review: Working with McDonald Hearing Aid Center has been one of the worst experiences of my life!I tried McDonalds because their advertising made their products and service sound so outstanding. Plus they were offering a no-interest-if-paid-in-12-months payment plan. And they offered a satisfaction guaranteed full refund policy if the hearing aids were not satisfactory. Things went well initially, though I found the front-office staff to be ill-informed and any time I would bring up an issue they would blame it on Corporate policy. After working with their provider, following their suggestions, and even trying a 2nd pair of aids, I found that their product could not, in fact, meet my hearing loss needs, so I requested a refund. That was the beginning of what has stretched out to be a 7 month period of extreme frustration and aggravation.After I returned the hearing aids and components, and phoning our local McDonald office twice, I finally received a refund of the 10% down payment ($549). But continuing to this day (now 7 months after returning the hearing aids) I have not received the $575 which I paid in installments to [redacted]. I have spoken with [redacted] by phone and their only help was saying that they hadnt heard from McDonald Hearing that the contract had been terminated so they wouldnt initiate any refund. Worse, I continue to receive 5 to 7 phone calls daily from [redacted] trying to collect what they say is the amount due: $4,551.12. [redacted] is now saying that if full payment is not made by 9/27/14 all accrued interest will also be added to the amount due.Does this make sense? Is this good or fair business practice? All my attempts to resolve this issue by contacting our local McDonald Hearing center have been of absolutely no help.This entire experience has been so different from any other experience I have had with hearing aid dispensers that I am left with the feeling that the McDonald customer satisfaction advertising is just a scam and the collection procedDesired Settlement: $575 - full amount paid in installments ([redacted]) before I returned the hearing aids

Business

Response:

What Mr. [redacted] says is correct. Unfortunately, when the Visa refund was made the need for the [redacted] refund was cancelled - since a refund was made. This is a clerical error and we apologize. The refund will be made in full and will be effective tomorrow. Thanks to Mr. [redacted] for being so patient and understanding. Please call me at ###-###-#### on Monday if you find the refund for some reason did not go through.

Consumer

Response:

I am rejecting this response because: I have not received my refund.

Business

Response:

The refund was completed 8/8/14. The account is closed and we no longer have access to customer's [redacted] information due to HIPAA restrictions. Please ask Mr. [redacted] to contact [redacted] to resolve regarding refund of payments made. These should be forthcoming very soon.

Thank you.

Consumer

Response:

I am rejecting this response because: If, as claimed, the refund was issued on 8/8, then where is it on 8/25? Where did it go? I certainly never received it by mail, or direct deposit, or credit card refund and their records surely show where it was sent. I believe the McDonald Hearing lies and blithely plays games with disgruntled patient's time, emotions and money. They take no action to resolve the issue, but then say, essentially, "The check is in the mail and if you didn't get it we can't do anything about that". In fact, the company persists in what has shown itself to be a series of deceptive practices designed to wear down the complainant. (I have phoned the company 3 times at the number they provided, but have yet to get past the receptionist, saying "the person who handles this is not here". I have left my phone number and asked to have my call returned, but it has never happened.)

Business

Response:

?As stated previously, Mr. [redacted] received a $549 credit to his Visa on 4/22/14. We do not have access to any Visa information for any customer and cannot get any information regarding his Visa. There was also a $4941 credit to [redacted] on 8/8/14. We no longer have access to his [redacted] account and cannot get any information about this either. Mr. [redacted] has been refunded in full as far as money from us is concerned. We suggest he contact [redacted] directly to inquire about any refunds he may be due from them. Mr. [redacted] established an account with [redacted] voluntarily and charged his purchase to his new [redacted] account; and charged his down payment to his already existing Visa. We have refunded 100% to his charge cards as is required by law. He will not be receiving any money directly from us.?????????

Review: Customer fulfilled all required adjustment visits and classes as prescribed. Minimal gain in hearing. Refund requested 8/14. No response as of 10/18.

[redacted] writing on behalf of my mother, [redacted] (age 92) regarding McDonald Hearing Aid Center in Elk Grove. The home phone number and address listed are hers. The evening phone number, cell phone and email listed are mine.

5/12/10 [redacted](age 89) signed a no risk contract for hearing aids. She paid the full amount $3490 June 2, 2010.

She received the Intel-A-Hear ITC technology VERSO on 5/28/10. After multiple meetings for adjustments, which did not seem to help her hearing problems. She thought the "30 days for full refund" had passed so she did not ask for a refund. She stopped regular office visits and stopped using the hearing aids.

McDonald office called several times asking her to come in for adjustments. I have gone with her to all but one of those appointments since she returned for adjustments in June of 2013.

On 6/4/13 We met with the hearing technician and testing showed that the Intel-A-Hear ITC was not capable of overcoming her loss of hearing. She needed better equipment, Intela-Hear RIE technology ALPHA. With some "credit" for her old aids the new ones would cost her $3990. No risk, full refund guaranteed. If the results were not satisfactory after she came in for regular adjustments and completed a 6-session interactive computer class, she would receive a full refund within 30 to 40 days. She signed a contract and an agreement for interest free payments with a third party on 5/4/13. A week later she had molds made of her ear canals. On June 21, 2013 she was given the hearing devices but the ear canal molds had not been ordered. In early July the molds arrived. That left only 2 weeks of the 6-week test period for a decision about a refund. [redacted] talked to the technician about this and he said the 6 weeks did not start until the first parts arrived so there were still 3 weeks, but "That is not the way it works. As long as you are coming in regularly for adjustments, there is no limit to how long you can have them and still get a full refund if they do not work for you. Just don't let a month go by without stopping in for adjustments or it will be out of our hands. Corporate will be in charge then." During the next 6 weeks [redacted] made regular office visits, completed the computer classes and wore the aids.

The molds would not stay in place, they were causing soreness and the sound level could not be adjusted to a comfortable level of loudness. During one of the interactive computer classes [redacted] took out the hearing aids and was just as successful hearing without them as with them in. They were not giving noticeable improvement.

On 8/14/13 she was given a set of molds, which included "locks" to keep them in place. They could not be inserted into her ears. The technician asked if she wanted to call it quits. She said yes and filled out the "request for review for authorization to return hearing device(s). She was now told that "Corporate" might want to recommend other options instead of a refund. In other words, you cannot quit until we say you can. An appointment was set for 9/4/13 to review the reply from "Corporate".

The office cancelled the appointment. No response from "Corporate". I called mid Sept. and still no word from "Corporate". Secretary said she would contact "Corporate" and put a "rush" on it.

9/30/13 I stopped by the local office. The technician said, "We were going to call you. . . . Corporate says they want your mom to upgrade to the best aids we have at no extra charge to her. They should be here in 2 or 3 days. We will give her a call."

10/10/13. There has been no call from the local office. I called them and told the secretary, "It has been 8 weeks and no response from 'Corporate'. This is unacceptable!" Two requests for a corporate representative's phone number were denied. She would call them and they would call me that afternoon.

10/18/13. Still no phone call. Desired Settlement: [redacted] is seeking a payment of $7490. This includes the $3490 she paid for the first hearing aids. She would have asked for a refund before she stopped making regular adjustment visits if she had been informed that she could have done so. It also includes $3990 which will reimburse her for the payments she is continuing to make during the months she has had no response from the company and to pay off the balance of the current loan.

if it is not the company's policy to give full refunds after the "6 week trial-period as long as the customer has continued to make regular visits for adjustments", then the technician has lied to [redacted] in my presence on numerous occasions. That is fraud.

Today I took a neighbor to a hearing aid appointment at another office of the same parent company and heard the same statement "If it doesn't work for you, you will receive a full refund."

Business

Response:

Initial Business Response

A full refund was authorized October 21, 2013. Since that time, the office has attempted to contact [redacted] with no response. If Ms. [redacted] will bring back the hearing aids, and they are in good and working condition,she can fill out a Receipt for Return - this protects her and the company - and a full refund will be provided to HealthiPlan - the company that financed her purchase. If she has made payments, HealthiPlan is responsible to refund them directly to her once we effect the refund.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Assuming the money will be returned to the customer, she has agreed to say this is resolved.

THE PAPERS SIGNED BY THE CUSTOMER SAY NOTHING ABOUT A VISA CREDIT CARD. IT WAS A 12 MONTH INTEREST FREE FINANCE AGREEMENT. A CARD WAS NEVER ISSUED NOR MENTIONED.

The 30 - 45 days for refund is from the date the hearing aids are returned. THE CUSTOMER WAS NOT ALLOWED TO RETURN THEM FOR 3 MONTHS AFTER THE REQUEST TO DO SO(Aug 14 - Nov. 14). There was no contact from the "Corporate Office" until they responded to the Revdex.com complaint on Nov. 5. So the 30 - 45 days has turned into 4 - 4.5 months.

Final Business Response

The law requires refunds be made " in kind". In other words, if paid in cash - the PERSON receives cash; if by credit card - by credit back to the credit card. In this case, the customer paid by a Visa under a separate contract they signed with "the bank". The refund was made to that credit card. There is no "inside deal". The financing arrangements are a convenience for the customer that desires to finance the purchase. The customer received a copy of the finance agreement which they signed - in addition to their purchase agreement. The company guarantees its refund within 30-45 days and strives to abide by that.

If the customer purchased a first set of hearing aids from this company, they CAN look forward to a "lifetime" of cost-free adjustments. The expectation that one set of hearing aids will last a lifetime, however, is unrealistic mainly due to advances in technology in hearing devices that occur almost daily in this industry. Hearing test are and always will be cost free under the law, unless the test is provide by a doctor of audiology or medical doctor.

Review: I bought these about a year and a half ago. I bought them in the elk grove store. I had problems with them. He sent them back twice and had them remade. I was tired of going. They kept setting up appointments and adjusting them. I was so frustrated. I went to the one on Broadway and X. I spoke to the lady. [redacted] wears hearing aid and so she has more compassion. I think she was trying her best. She kept sending them out and they remade them again. It was always something. The buttons where you adjust it wasn't working. You can't put it on loud or when you are in a restaurant. It just seems like the past few months thy would call me and tell me to re schedule. So I drove in town for nothing. The next time she called up and asked to reschedule because [redacted] was out of the office. I was just getting the run around.Desired Settlement: I just want to get my money back. I am still paying 800 dollars for something that is not working.

Business

Response:

Customer was originally seen for a free hearing test in June of 2012. The test showed customer had a moderate hearing loss in the 250-2000hz range, and a severe hearing loss in the 4000-8000hz range. The customer did not purchase at this time.

Customer was seen again on 6/3/13 for a free hearing test with similar results. Customer returned to the office on 6/21/13 and purchased a pair of [redacted] (In the Ear) hearing aids. These aids are the least expensive hearing aids the company sells but they were capable of meeting the particular hearing needs of this customer. The devices were delivered on 7/26/13 with the entry that the fit and function of the devices was good. Customer was seen 3 times from then until 9/11/13 during which the devices were exchanged for a different model (In the Canal) at no additional cost to customer. The customer did not contact the office in any fashion from 9/11/13 until 2/26/14 - a period exceeding 5 months - at which time the volume on the devise was changed.

On 3/26/14 the devices were sent into the factory for a remake. The remade aids were delivered to customer on 4/9/14 with a good fit noted. On 7/3/14, customer was given another hearing test at no charge because she complained about additional hearing loss. The devices were then adjusted according to the results of the hearing test. Customer has not been seen since 7/3/14 - a period exceeding 2 months.

Company relies on Civil Code Section 1790-1793.2 in that the buyer does not have an unqualified option to return the device for a refund and may return the hearing aid only if (d) the seller has failed to adjust, repair, or replace the device. In this case, seller - the company - has never refused any kind of service whatsoever. In addition, the law does not require the seller to provide a refund if (b) the buyer keeps the device for more than 30 days from the date of delivery without seeking an adjustment. In this case, buyer - Customer - has had 2 breaks in service; one exceeding 5 months; and the other exceeding 2 months. The company has kept accurate records of this entire transaction as is required. Thus, under California law, the customer is not entitled to a refund.

The company remains available to adjust the devices and continue to provide its high quality services to customer. The customer should contact the office and schedule an appointment to be seen and to receive service on her devices. Thank you.

Review: Unwanted mail solicitation for business for approximately the last ten years. I have tried many phone calls to their various offices in my area, plus their 800 numbers. Eventually, they all stopped but the office located downtown Sacramento on X Street. I have physically gone into this office on two occasions. In addition to the phone calls and visits, I have also returned the mail in two different ways. One, I wrote on the envelop "return to sender"' ,and two, I sent back in their envelop in pieces with the request to stop sending to me. I also tried these techniques several times. Nothing seems to deter them from sending these to me.I appreciate any help you can give. Thank youDesired Settlement: Stop the mailings

Business

Response:

On the lower right hand corner of the envelope, there is a printed number. Please provide that number to me and I will submit it to out direct mail contractor to have your name removed from our list. Please be advised that the lists are refreshed every year or so but we will keep your information on a spreadsheet and do everything possible to keep your name off any future lists. Thank you.

Consumer

Response:

I am rejecting this response because:

This has already been done on many different occasions. On two different occasions I took the envelopes into this office at 1400 X Street. Also, on previous occasions I gave them these numbers over the phone

Review: My husband and I were very upset when we received this advertisement in the mail. It appears that our name was given out to this company when my husband went in for a hearing aid consultation. We called them as soon as we received this and they wanted my husband's Social Security number. He did not give them this private information, but did give them his date of birth, address and name in order to get us off their mailing list. They told him a form will be sent in about five days and our names will be removed permanently. We have completed the attached form and sent it back. If you will notice in the last paragraph it states: "You may continue to receive offers from sources that do not use Consumer Credit Reporting Companies to compile their lists."Desired Settlement: We are very disappointed in your company that would allow this kind of exposure to credit plans we did not ask for. We will be reporting you to the Revdex.com and out of sheer courtesy, we expect a letter of explanation or a phone call.

Business

Response:

It is the company's practice to remove the name of individuals from mailing lists upon that person providing us with the appropriate information. The information requested is the number from (usually) the lower right front of the advertisement envelope. The company NEVER asks for any other information. It is impossible to tell from your complaint exactly what number you called to get your name removed from the mailing list but it does not sound like this company. I spoke with the person who is in charge of these types of requests and he does not recall hearing or seeing your request. If you receive another mailer from McDonald - please send the Revdex.com the number from the right lower front of the mailing envelope and the company will instruct the direct mail vendor to remove the name associated with that number from the list. Without that simple and non-invasive information there is nothing the company can do; especially since the company does not believe you contacted them.

Review: I have in the last 6-7 years asked McDonald hearing aids in Roseville Ca. ,Sacremento, and Woodland to stop sending their advertizing. I have done this in person and by computer. Each time I am told that they will remove my name from their files. They just lie and are to lazy to do what they promise. They should not be allow to continue business this way or get a huge fine. Think for your help.Desired Settlement: take their licence to do business away !!!!!Just get them to remove my name from their filesThank

Business

Response:

If Mr. [redacted] will provide you with the numbers off of the next 2-3 envelopes he receives, and you send those numbers to me I will send a request to each of the direct mail vendors to remove his name from the list. That is the only way this can be done. The numbers are most usually on the right lower front of the envelope.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I have not recieved letter or a phone call since I complained

To the Revdex.com. If I do recieve a letter I will follow the instructions provided by . Thanks

Review: For over a year my mother has been telling McDonalds to stop their harassing telephone calls, and they just ignore her and call at least once a month. Her phone number, ###-###-#### is on the national do not call registry, but they don't seem to care.The lady who called today said that she'd never called before, so my mother's previous calls weren't her problem.I've filed a complaint with the Attorney General's office, and now I'm filing a complaint with you. I've tried to find contact information for McDonald's corporate office but haven't been able to find the information.Perhaps this isn't the type of complaint you handle, but this is a matter of harassing sales techniques.Desired Settlement: Stop harassing my 91 year old mother.

Business

Response:

There is a number code on the front of direct mail envelope - on every mail piece - and there is a number at the bottom ofthe mail piece for them to call. They get a voicemail, with a message to leave the name and address and most importantly the 6 digit unique number on thefront of the envelope. WITHOUT THAT NUMBER THEY CANNOT BE TAKEN OFF THE LIST. After this they can be deleted from the list. However, every 6 months thecompany receives a new list and their name may be on the new list. I will endeavor to filter the names off the new list by the unique number that hasbeen submitted. If they follow this process their name will be removed to the extent possible. The other suggestion is to simply throw the mail piece awaywithout opening it.

Consumer

Response:

I am rejecting this response because: My complaint isn't about direct mail - it is about the incessant phone calls even after the company has been told that the phone number is on the National Do Not Call list and they have been instructed not to call anymore. The company continues to ignore this information and continues to harass my 91 year old mother. Originally, they were calling my father but when the caller was told that my father was deceased, they continued to call and ask for my mother.I want the phone calls to stop.

Business

Response:

Oops! Our mistake. I will forward the demand for removal of your name and number from the call list.

Review: I was promised a money back but it was refused when I returned faulty aids for the second time.

I paid $4,500 to provide me with custom made hearing aids. Unfortunately that was three months ago and I still do not have any hearing aids.

My complaints are as follows. I went to your Lincoln store because it is close to my home and convenient. I was told I could have a thirty day trial and if I was I not happy my money would be refunded. I did sign a contract in good faith but it was not pointed out to me that the Lincoln store was only open two days a week until after I signed. This has contributed to the length if time it has taken to get each a appointment in a timely manner. The other difficulty is that I have returned to work and an committed to five days a week working

9 to 5 Monday though Friday. It has been three weeks again and even though my new hearing aids are at the store I cannot get an appointment to get them.

The first pair of hearing aids were not of good quality and did not function as I was promised they would, it was also two,weeks before I could get my first fitting. At that time I expressed a concern about the 30 day trial being almost over before I got them and was told that I was not to worry that the 30 days only started when I was happy with the product. On several occasions I asked for a new proof of the 30 day trial but it was never given to me.

When the hearing aids came back there were still problems with fit and function in fact my daughter complained that my hearing was no better with them than without. I also developed Ottis External (an outer ear infection) due to rubbing in the outer canal. Again I returned the hearing aids and was told I could not get my money back because it stated in my contract that I needed to complete the five training visits first. Then I was told I needed a whole new type of aid. Even though I had expressed a desire to have a hearing device that would not be behind my ear (I wear glasses and have difficulty with any pressure behind my ear causing headaches) the new type is one that has the behind the ear design and I can forsee problems even before I get them.

I think that McDonalds have not kept their part of the bargain and I am asking for a full refund of my money.

I also went to the Revdex.com and was alarmed to see that you have an F score (the lowest score there is) I can see why.

Your products are over priced and do not meet my basic requirements nor does your customer service with a store that is not open when I can get there.

I await your timely response.

[redacted].

Sent from my iPadDesired Settlement: To have McDonallds keep their promise to refund my money if I was not happy with the hearing aids

Also to provide reasonable ability to make appointments to fulfill the 5 training sessions and remain within the 30 day limit.

To provide a usable decent product which is worth $4500.

Business

Response:

Initial Business Response

The customer has refers to a part of the Song-Beverly Act which in part states:

If the hearing aid is not specifically fit for the buyer's particular needs, the device may be returned to

the hearing aid dispenser within 30 days of the date of actual receipt by the buyer or completion of

fitting by the seller, whichever occurs later. If the buyer returns the device, the seller must either

adjust or replace the device or promptly refund the total amount paid

Further:

The buyer does not have an unqualified option to return the device for a refund and may return the

hearing aid for a refund only if:

a) the device is not specifically fit for the particular needs of the buyer, and

b) the buyer has not abused the device, and

c) the buyer has returned the device to the seller for adjustment or replacement within the 30 days,

and

d) the seller has failed to adjust the device or, if appropriate, replace it with a device that is

specifically flt for the buyer's particular needs.

Finally:

The hearing aid dispenser is not required by law to provide a refund if:

a) the device has been abused or damaged by the buyer;

b) the buyer keeps the device for more than 30 days from the date of delivery without seeking an

adjustment;

c) the buyer does not allow the dispenser an opportunity to adjust, repair or replace the device;

d) the buyer feels he/ she paid too much and returns the hearing aid; or

e) the hearing aid is returned after the death of the buyer.

This customer indicated in her own hand writing that the hearing aids were too expensive. In

addition, the devices were remade for her but she has refused to come in to be fitted. Unfortunately,

she is disqualified under the law from a refund The company still has hearing aids that are

specifically fit to her particular hearing loss and the company will be available by appointment to

help her use those devices to improve her hearing - without additional cost.

Review: The McDonald Hearing Aid Center constantly sends me thick envelopes of advertising material.

I don't know how they got my info. I do not have a hearing problem. When I try to reach them by phone I get some recording of a sales man. I have read other peoples posts with the same complaint and that were advised to send Revdex.com the numbers in right hand corner of envelope to be removed from their list. The number is : [redacted]Desired Settlement: Stop sending me mail and do not give my address out to anyone or my name. Tell them to STOP HARASSING SENIORS CITIZENS

Business

Response:

The company apologizes to Ms. [redacted] for the inconvenience. The company uses a direct mail vendor that provides services using a mailing list it develops. This list is revised periodically and the company cannot remove the person's name from the vendor's list. But the company WILL remove this person's name from the list it currently uses. The number you provided from the lower right hand corner of the direct mail envelope will be passed to the vendor with the request your name be removed. In the meantime, please disregard and recycle any like mailing you may receive. You don't need to open it. Thank you.

Consumer

Response:

I am rejecting this response because: I would like to know the name of the vendor Mac Donald Hearing is using to get my personal information so I can have it removed. I do not want to receive any mail From MacDonald. I have a very small mailbox. Their suggestion that I just recycle it is not a good solution. I want to receive no more from them. This company is really not taking responsibility.

Business

Response:

The information supplied by the complainant has been passed to the vendor.

Consumer

Response:

I am rejecting this response because:please have the Macdonald Hearing aid co. contact Revdex.com with response from vendot that I am off their list.

Review: I have been treated unfairly by McDonald Hearing Aid Center and have made every effort to resolve this matter to no avail.

Attached are copies of the letters I've sent and steps I've taken to try and get a full refund as they advertise in their marketing.

As you can see, McDonald Hearing Aid Center has not resolved the problem and has not granted me a full refund to solve this retired sailors, surviving on a retirement incomes, problem.

I would appreciate any help you can provide in helping me get this problem resolved by my getting a full refund for my unsatisfactory hearing instruments.

--------------------------------------------------

7-21-2013

Corporate [redacted]

I saw your full page McDonald Hearing Aid Center ads in my local newspaper the Daily Review. The ads claimed "We can solve all your troubles - try the world's smallest & smartest hearing device ever created risk free". "Satisfaction Guaranteed, 6 week guarantee program No Risk - Nothing to Lose". "We can solve all your troubles". Enclosures attached.

I am 71 years of age and I'm retired from the US Navy (22 years service) and the City of Hayward, CA (20 years) so I live on a fixed income.

On 3-27-2013 I had a hearing test at your new Walnut Creek Office and [redacted] up-sold me into hearing instruments costing $6,490. Molds were taken to fit my ears.

4-10-2013 I was fitted for and received my new hearing aids and went home to try them out.

4-22-2013 I was told my hearing with the new aids was at 38%. I was not very happy to hear that my hearing was at such a low level.

5-8-2013 I tried to return the hearing aids and the Resound unit TV (it didn't work without a remote control) to [redacted] because I felt 38% hearing was not enough to justify the cost of $6,490 and the Resound Unit for a TV didn't work without a remote control. [redacted] told me she could not grant a refund without "CORPORATE" approval. She said she would contact "CORPORATE" for a determination and she said she would get a remote control for the TV Resound Unit so I could try it out.

6-14-2013 [redacted] showed me a letter from "CORPORATE" saying I would not qualify for any refund and she said I would get a copy of the letter and that you would be at the Walnut Creek office on 7-22-2013 at 11:00am to discuss the matter.

7-18-2013 someone from the Walnut Creek office called and said you would not be available for the meeting on 7-22-2013 and that a new appointment would have to be set up. She asked if the reschedule could be for 7-29-2013 at 11:00am and I said ok... but I forgot I would be in Los Angeles on that day, so I was told you would reschedule the meeting for a later date after I get back to Hayward on the 31st of July 2013.

So, as it stands [redacted] I have a set of hearing instruments that are barely better than my old ones, a Resound unit for testing my Hearing while watching TV that can't be tested because I still don't have a remote control. I still don't have a copy of the denial refund letter from "CORPORATE" and I'm apparently out $6,490.

Since I am on a fixed retirement income I cannot afford to throw away $6,490 for a product that does not work as advertised... Would Small Claims Court consider this "FALSE ADVERTISING"?

If at our rescheduled meeting you tell me that I am not entitled to a full refund I will have no recourse but to give McDonald Hearing Aid Center one week (7 days) after our meeting to reconsider. If they have not granted the refund by 12:00am on the 7th day following our meeting I will have to take the next step and mail this letter to people, organizations, or media outlets attached to this letter to see if they can assist in this matter.

I WONDER IF YOU TREAT ALL OF YOUR CUSTOMERS THAT REQUEST A REFUND THE SAME WAY YOU HAVE TREATED ME???

PS You have a sign in the Walnut Creek Office that states "Customers are 10% satisfied with McDonald Hearing Aid Center services". You need to take that sign down. AGAIN, FALSE ADVERTISING!!!

Business

Response:

Initial Business Response

The customer has received a refund in full.

Final Consumer Response

Thank you, thank you, thank you for your assistance in getting MacDonald Hearing Aid Center to do the right thing by me by refunding my $6,490 I paid them for the hearing aids that failed to perform for me as they advertised they would and should.

It just goes to show you the "POWER OF THE PEN" can be stronger than the sword.

Thanks again.

Review: since hearing loss runs in my family I have a hearing test every now and then, I am now 82 years young! I went to Mc Donald hearing center in Lincoln and was told by [redacted] that I had severe hearing loss which was news to me. He put hearing aids in my ears and told me to try them and make payments which I did ($500.00 at least) I tried to talk to him on the phone to no avail. The same results when I went to their office. He said I could return them if they did not please me and this he now denies. He took me to his office to have me initial some papers which I did. It was immpossible to read what I was signing since they were shoved at me so fast no one, and I mean no on, could have read them at that speed. during this time I was recovering from a mild stroke and did receive many calls from you community bank advising me that my credit would be ruined. My hearing loss is not server and it I have leaned one thing which is not to be so trusting. Two years ago I suffered a mild stroke. They said it was mild however it has changed my life considerablyDesired Settlement: [redacted] put hearing aids in my ears and one (left) fell out and is lost. Mac Decided I should have the $4,000.00 aids!??? My hearing loss is not severe! I was not given any paper work when I left their office.

Business

Response:

The customer had several hearing tests in the past but did not purchase until 7/11/13. On this day she was tested and found to have a bilateral moderate to severe hearing loss, moderate in the human voice ranges of 500-2000 hz. Customer purchased a pair of Alpha IEM aids and chose to finance the purchase through an independent company called HealthiPlan. All aspects of the purchase and financing were fully explained to her at the time of purchase as evidenced by her initials and signature on the agreement to purchase and the financing documents. The aids were delivered to the customer on 7/30/13. Customer came into the office for her scheduled appointment next on 8/15/13 – but she forgot her aids. She next came in on 8/20/13 for a follow up and voiced no complaints whatsoever concerning the fit or function of her hearing aids. Between 8/20/13 and 12/1/213 – a period of almost 4 months, the customer cancelled, no showed, or rescheduled 5 times, showing up very early for her 12/12/13 appointment. Customer was rescheduled at her request for 1/2/14. Customer showed on 1/2/14 but mentioned difficulty making payment but otherwise no complaints about the fit or function of the hearing aids. Apparently, around this time, customer lost one of her hearing aids. Customer last appeared in the office on 2/6/14. An adjustment to the gain was made to her right aid. Cuatomer voiced concern again about her ability to pay for thee aids and an offer was made to adjust the financing arrangements which she refused.

A customer is permitted under law to return hearing aids except if the hearing aids were in customer’s possession for more than 30 days without seeking an adjustment; the hearing aids have been lost or damaged; provided the customer allows the dispenser to adjust, repair, or replace the hearing aids upon some type of complaint regarding the fit or function of the hearing aids. In this instance, customer kept the hearing aids for more than 3 months without contacting the office, never complained about the fit or function of the hearing aids, lost on hearing aid, and did not seek a repair, adjustment or replacement of the hearing aids. Based upon applicable state law, the customer does not qualify for a return and/or refund. Thus her claims are without foundation and she will not be receiving a refund. However, the company will continue to offer its services of adjustment and/or cleaning of her hearing aids. Customer should call the office and schedule an appointment keeping in mind it is imperative she keep any and all appointments she makes.

Consumer

Response:

I am rejecting this response because:

I am now 82 years old. Last summer, I saw an ad for a free hearing test from the McDonald center in Lincoln, CA. When I went to get the results of the test, a McDonald representative, "[redacted], told me I had severe hearing loss. Without discussing any other less expensive options, he told me that I needed a specific pair of hearing aids, which apparently were one of the most expensive sets the store carries ($4,491). He did not give me any instructions regarding the cared or use of the hearing aids. Instead, he told me that I should try them out at home and, if they did not work out, I could return them.

Review: At my last appointment at the Woodland office on October 23, 2013, I was treated very rudely by the receptionist.She had her young son behind the counter with her.I was running late for my 3:00pm appointment, and called to let them know.The receptionist told me to come in anyway, which I did.When I got there, she made a comment that I should have been there at 2:30.I showed her my appointment card that said 3:00pm, and she said it was wrong.[redacted], the manager came out and asked if she could help, and I was so upset at this point that I was shaking.[redacted] took me back to the exam room to do a hearing test, but I was not able to do it, so I asked if I could come back another time.She said yes, and I headed out the door.As I was going out the door to the parking lot, I mumbled under my breath and the receptionist came out from behind the counter and got in my face and began screaming at me.I then told her that I was not talking to her, and she kept screaming at me.[redacted] came back out and asked what was wrong.I told her and she said she would take care of it.When I got home, I received a phone call from [redacted] telling me that I could no longer come into the Woodland office, and that I would have to travel to Yuba City from now on.I do not agree with this.Desired Settlement: I have not been satisfied with these hearing aids from day one. I would like my money back as I am on a fixed income. I have spoken to McDonald Hearing Aids about the problems regarding the hearing aids, and they have not fixed them.I also do not feel that the receptionist should have had the right to speak to me that way. She tried to say that I said something to her and her son heard it.Her son should not have even been there, and I did not say anything to her.I was talking to myself.

Business

Response:

Mr. [redacted] originally purchased his hearing aids from McDonalds on January 1, 2012 . the aids were delivered on January 19, 2012. Mr. [redacted] was seen on 12 appointments from January 19, 2012 through October 25, 2013 for service and adjustments but expressed no complaints regarding the fit or function of the devices at any time. Mr. [redacted] is not qualified in any way for a return or refund. He was last scheduled to be seen on January 8, 2014. He called to say he would be 5 minutes late but actually appeared over 15 minutes late. He appeared to be agitated even though he was treated with courtesy and placed in a room to be seen. He swore at the receptionist and called her a name using repeated foul language. This was witnessed by the dispenser who promptly showed him to the door and asked him not to return to the office with the proviso that he could visit any other McDonald office of his choosing. Consequently, and as a result of his actions, he is invited to contact the X Street location or any other McDonald location of his choosing and make an appointment for future services; but he is not permitted into the Woodland office.

Consumer

Response:

I am rejecting this response because: As far as the 'Receptionist" being cordial, etc., she was NOT. I called and said I was on my way for my 3:00pm appointment, and the receptionist told me to hurry up. When I got there, she tried to say that my appointment was not at 3pm, but 2:30pm. My appointment card said it was 3pm. When I told her this, she took my card from me. She has always been rude, but I let it go. When I said the "inappropriate" comment, it was to myself, under my breath. But, with my not being able to hear correctly, I spoke too loudly, and she heard me. She immediately came from behind the counter and started yelling at me. As far as I'm concerned, she is in a position that she should NOT be in, which is dealing with the public. I told [redacted] many times that my hearing aids were making loud noises, such as sharp screeching and beeping, but nothing ever was corrected. I do NOT agree with what they are saying at all. If my wife were still alive, she would tell you even more. I hope this can be resolved and that we do not have to go further with this. But, if I have to, I will have my daughter call her lawyer and see what can be done. It is very ridiculous that after spending this much money on a product, and it has never worked properly. And, as far as going to a different store where this particular receptionist does not work, Yuba City is not the answer. It is an hour one way for me to drive, and I am unable to do that. Please check into this further.

Sincerely,

[redacted]

Business

Response:

I have confirmed with both employees involved. Their statements are consistent with the record. The dispenser is very firm on this matter and will not permit the customer into the Woodland office again. The customer may want to consider the 1400 X Street or the 2344 Butano Drive locations - both in Sacramento.

Consumer

Response:

I am rejecting this response because: I still feel that the Receptionist involved should not have acted the way she did towards me. As far as I'm concerned, what she did should be considered "Elderly Abuse", and if I have to, I will let others know how she treated me. It's pretty obvious that I am hard of hearing, and speak louder than normal because of it. She started off being rude to me, and it ended badly. And, if she acted that way towards me due to the fact that her young son was behind the counter at the establishment, perhaps her employer may want to let her know that is a liability, and he should not be there. My daughter is checking into this matter further, and I am sure we will be in contact.

Sincerely,

Business

Response:

The company will stand behind the conduct of its employees under the facts in the record that the company has. The company is sorry Mr. [redacted] feels this way but the company has offered to assist him at another convenient location due to his own actions. The previous response stands.