Professional Hearing Services

To Whom it May Concern,I am writing in response to a complaint ID ***I have been a licensed clinical audiologist since I strive to be professional and to treat each patient as I would want to be treatedIn all my years in practice, this is my first complaint; I believe that this is
testimony to my professionalism.Traditionally when dealing with insurance companies, dispensing hearing aids follows a medical modelThe patient receives the service and the insurance company is billedBecause I am releasing a high priced item, I called the insurance company before I ordered the hearing aidsIn this case, the language used by the insurance company for this patient was "unlimited and 100%" coverage of hearing aidsThis is not unprecedentedI have worked with other companies who cover in this manner.When the complainant and I met, I was confident that the insurance company would pay in fullWhen I received a check dated for 5/11/for $570.24, I was flooredI would never release hearing aids that retail for $in hopes of duping a clientI called the insurance company to investigate what was going onI was convinced that there was a problem with the billing or codingI do not involve my patients in my disputes with insurance companiesThe insurance company insists that they called me back and left messages, but they were not on my caller ID nor were there any messagesWhen it became clear that this was the only amount the insurance company would pay, I did what any responsible business owner would do and called the patient and sent a letter.I did not cash the check from the insurance companyI offered this patient the option of returning the hearing aids or paying a drastically reduced balanceI see her as an innocent in thisI am deeply sorry that she feels as if I had tricked her or engaged in dishonestyI relayed the information that was relayed to meWhen I sent the letter, I had hoped that she would do the right thingAt this juncture, I am still considering my legal optionsThe calls that were made to the insurance company were recorded, and I believe that is in my favor.Sincerely,Bonnie LG***, *** *** ***

Dear *** *** ***,
This message is in regards to my complaint ID *** submitted on 07/13/against Professional Hearing ServicesMy reply after reading the response from Professional Hearing Service
I called to set up an appointment and, the first day I walked in her office she told me she had already spoke to the insurance coand she said "you have good ** insurance, she said I had someone else with the same insurance and I had no problem". A price was never discussed because she said you don't have to worry you have good insuranceShe also knew I was in the medical field and as for not getting your patients or clients involved, you have to. I do insurance authorizations and I know the day I call how much the insurance will pay and how much the patient will have to pay, I don't wait around and hope they will change their minds, and yes I let my patients know up front because if they can't afford it then I need to know up front and so do theyAs far as doing the right and responsible thing, check your voice mail how many times did we speak after you spoke with the insurance company?
Sincerely'
*** ***

Dear *** *** ***,This message is in regards to my complaint ID *** submitted on 07/13/against Professional Hearing Services.My reply after reading the response from Professional Hearing Service. I called to set up an appointment and, the first day I walked in her office she told me she had already spoke to the insurance coand she said "you have good ** insurance, she said I had someone else with the same insurance and I had no problem". A price was never discussed because she said you don't have to worry you have good insuranceShe also knew I was in the medical field and as for not getting your patients or clients involved, you have to. I do insurance authorizations and I know the day I call how much the insurance will pay and how much the patient will have to pay, I don't wait around and hope they will change their minds, and yes I let my patients know up front because if they can't afford it then I need to know up front and so do they.As far as doing the right and responsible thing, check your voice mail how many times did we speak after you spoke with the insurance company?Sincerely'*** ***

To Whom it May Concern,I am writing in response to a complaint ID [redacted]. I have been a licensed clinical audiologist since 1984. I strive to be professional and to treat each patient as I would want to be treated. In all my years in practice, this is my first complaint; I believe that...

this is testimony to my professionalism.Traditionally when dealing with insurance companies, dispensing hearing aids follows a medical model. The patient receives the service and the insurance company is billed. Because I am releasing a high priced item, I called the insurance company before I ordered the hearing aids. In this case, the language used by the insurance company for this patient was "unlimited and 100%" coverage of hearing aids. This is not unprecedented. I have worked with other companies who cover in this manner.When the complainant and I met, I was confident that the insurance company would pay in full. When I received a check dated for 5/11/2015 for $570.24, I was floored. I would never release hearing aids that retail for $3700.00 in hopes of duping a client. I called the insurance company to investigate what was going on. I was convinced that there was a problem with the billing or coding. I do not involve my patients in my disputes with insurance companies. The insurance company insists that they called me back and left messages, but they were not on my caller ID nor were there any messages. When it became clear that this was the only amount the insurance company would pay, I did what any responsible business owner would do and called the patient and sent a letter.I did not cash the check from the insurance company. I offered this patient the option of returning the hearing aids or paying a drastically reduced balance. I see her as an innocent in this. I am deeply sorry that she feels as if I had tricked her or engaged in dishonesty. I relayed the information that was relayed to me. When I sent the letter, I had hoped that she would do the right thing. At this juncture, I am still considering my legal options. The calls that were made to the insurance company were recorded, and I believe that is in my favor.Sincerely,Bonnie L. G[redacted]

Review: I had an appointment with Professional Hearing Service,in Titusville,PA 4/10/15. Not my first hearing aides. After showing Bonnie my Insurance card [redacted]),I told her I only work 12 days a month so I don't want to have to pay out of pocket, Bonnie stated "Your ** is a great plan they cover Top of the line", I said you mean they will cover all of it and she said yes. Bonnie also said I had someone else with the same insurance and it covered theirs also. I returned to pick up the Hearing Devices on 4/17/15, also contacted her via phone re:the ear pieces and she sent me a different size, and set up another appt. on 5/15/15 for adjustments. Bonnie did not say anything about speaking with the insurance Co., and cost was not dicussed. On 7/08/15 Bonnie called me and said she just found out the Insurance Co notified her that they would only cover $579.00 and she was asking me to return the Hearing Aids or pay the bal.of $1600.00. (She also said I would be receiving a certified letter and I did say you mean I am getting a bill for something when you assured me their would not be a balance, she stated well the insurance co did not contact her until 06/24/15. I called the insurance co and they stated that they informed Bonnie when she called them on 4/10/15 that the insurance would only cover $579.00 and Bonnie did not agree with that. They said they had spoke with her at least 3 times last time was the last week in June. Also the insurance co. (all calls are recorded with date & time) I can not understand why Bonnie never told me when I was in the office 2 times and spoke with her on the phone all this after she knew the hearing aids were not fully covered. In my certified letter Bonnie refers to the only call made was 6/24/15,and she stated that she was waiting for a return call from the Insurance, and she was reaching out to me to return the hearing aids or pay for them. I took a family member on all visits and she was in the room when Bonnie stated the insurance would cover the total costDesired Settlement: I keep the Hearing Aids without cost to me. Related to the fact that Professional Hearing Services (Bonnie) stated more than once their was no cost to me and she had spoke with me at least 3 times after knowing the cost the Insurance would cover. Sincerely,[redacted]

Business

Response:

To Whom it May Concern,I am writing in response to a complaint ID [redacted]. I have been a licensed clinical audiologist since 1984. I strive to be professional and to treat each patient as I would want to be treated. In all my years in practice, this is my first complaint; I believe that this is testimony to my professionalism.Traditionally when dealing with insurance companies, dispensing hearing aids follows a medical model. The patient receives the service and the insurance company is billed. Because I am releasing a high priced item, I called the insurance company before I ordered the hearing aids. In this case, the language used by the insurance company for this patient was "unlimited and 100%" coverage of hearing aids. This is not unprecedented. I have worked with other companies who cover in this manner.When the complainant and I met, I was confident that the insurance company would pay in full. When I received a check dated for 5/11/2015 for $570.24, I was floored. I would never release hearing aids that retail for $3700.00 in hopes of duping a client. I called the insurance company to investigate what was going on. I was convinced that there was a problem with the billing or coding. I do not involve my patients in my disputes with insurance companies. The insurance company insists that they called me back and left messages, but they were not on my caller ID nor were there any messages. When it became clear that this was the only amount the insurance company would pay, I did what any responsible business owner would do and called the patient and sent a letter.I did not cash the check from the insurance company. I offered this patient the option of returning the hearing aids or paying a drastically reduced balance. I see her as an innocent in this. I am deeply sorry that she feels as if I had tricked her or engaged in dishonesty. I relayed the information that was relayed to me. When I sent the letter, I had hoped that she would do the right thing. At this juncture, I am still considering my legal options. The calls that were made to the insurance company were recorded, and I believe that is in my favor.Sincerely,Bonnie L. G[redacted], [redacted]