Miracle Ear/Hearing Health Centers

Greetings, We have addressed this issue by refunding the client for the hearing aid which she can no longer make use of due to the change in her hearing after her initial purchase.Her client records clearly show that when initially tested she benefited from a binaural fitment.  She was fit...

successfully on 02/22/16 with 1st followup on 03/7/17 at which time she reported doing great wearing the aids 12hrs per day average and extremely satisfied.  Second followup 03/21/16 , again doing great wearing 12hrs a day, no problems at all.  Client chose to schedule next appointment a few months out as she was doing fine. Client called 05/19/16 stating that she was having some problems with the left aid.  At this appointment wax filters were changed and she was speech mapped for fitting accuracy. Patient left happy.  On 07/16 patient came in for after care appt. Told us she went to Ern, Nose and Throat Doctor (ENT) 2 weeks prior and he diagnosed her left ear as dead, most probably from a virus but he could not be certain as to the cause.   We were well past the time frame to return the hearing aid to the factory.  Client asked if we would fit it to her daughter.  We said yes if she need an aid.  She left satisfied and told us she would speak to her daughter to come in for testing.  We heard nothing back until receiving this complain thru you office.  This is an unfortunate, rare occurrence in which a client comes in and is successfully fit for loss as the followup records and time frame show.  Sadly later, having further complications leaving hear ear un-aidable.  At the time of testing and fitment the client had a successful and satisfactory result as the client file and client signature clearly show.  We have refunded the client the cost of the aid that is no longer of use to her even though we can not return it.  We have done so not because we were obligated to legally but because we want our clients and the community to know that we are committed to customer satisfaction... even in matters beyond our control.  If you have any further questions regarding this matter, please contact me . Michael [redacted] New England Sound