Southwestern Hearing Centers

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ Mr [redacted] purchased his hearing aids September 23, 2014, not The purchase included day money back guarantee and a two year warrantyAll repairs are of no charge to Mr [redacted] until October The new specialist in the Jacksonville office is very competent and qualified to take care of any concerns with Mr***By the manufacturer's reports, both times there was damage to the aidsPerhaps Mr [redacted] would like to have a consultation appointment with her to discuss maintenance of his hearing aids We do not refund after months of use

Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ Mr***'s refund was processed in a timely manor back to his credit cardIf he would contact his issuing back he will see his credit

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Mr [redacted] has been removed from our databaseIf his name is on a national database that we have purchased, he will continue to receive mailHe must contact the national database, name removal department to make that changeHis name may have been added to that database thru his credit cards or a magazine subscription etc We cannot remove anyone with the last name of [redacted] as he requested

Initial Business Response / [redacted] (1000, 6, 2015/08/24) */ Ms [redacted] was fitted with cic aids August She asked for iic aids in June She returned the iic aids on July 31, Ms [redacted] still has her original aids from 2014, and we don't owe her a refund for them

Southwestern Hearing called Mr [redacted] 's insurance company before he was fit with Premier aids They quoted that they would pay $and Mr [redacted] s would be responsible for $co payment Mr [redacted] s agreed and signed a contract stating he would be responsible for whatever the insurance company did not pay The insurance company paid only $leaving a balance of $ This is the responsibility of the patient.We can only go by what the insurance company quotes when we call to check benefits If they misquoted, perhaps Mr [redacted] s should contact the insurance company as to why they quoted one amount but paid substantially less.Mr [redacted] s has been credited as a show of good businessThere is no scam

The hearing aids Mr*** has are years old. He was fit in 2006. On September 6, Mr***'s daughter dropped off the aids. She wasn't interested in having *** see her father. Just wanted to have the aids looked at. Upon inspection, our specialist, ***,
wrote:aids are not repairable do to age and the batteries that were in box are corroded not safe to handle and the hinge pins are damaged and the face plates damaged from something or some one trying to pry open the door left message on Audrey's cellWe have not seen nor heard from Mr*** or his daughter since

Initial Business Response /* (1000, 5, 2015/07/30) */
Because Ms***'s aids are three years old, it is our goal to educate the patients of the most recent available technologyMany times the patients are not aware of what's new for them so it is our job to keep them informed, and keep them
hearing to the best of our abilityMost of our patients appreciate the information and the passion we have for their hearing healthBecause *** is a very good specialist, we know that his focus is to bring better hearing to each of his patientsWe're very sorry to lose Ms*** as a patient, but if her new company didn't keep her informed of new and better technology, they may be doing her a disserviceHopefully the patch on her existing broken aid works well for her

Complaint: ***
I am rejecting this response because:Southwestern hearing center never contacted me from May 2016, until I contacted them in November The reason I contacted them was two fold, first they drafted an additional $from my accountSecond they sent me a bill for the $they claim I oweThey claim they were fighting on my behalf with my insurance providerI made a call to my insurance provider, they confirm calls made to them, including the initial call to confirm coverageI donot think calls constitutes “fighting for me”Had Southwestern Hearing Center contacted me sooner in this process I would have returned their hearing aidsA reputable company would have called me quickly, explaining the delima and we could have possibly worked things outI did sign a contract, I agreed to pay $1,over months which I did through a pre- authorized debt from my checking accountI left their office with hearing aids and an agreement to pay for themI am sure somewhere in the fine print of the contract I signed it does say that I would pay if my insurance company didn’tBut everything I was told said my insurance company was going to payI was also told that I would receive batteries for life and a annual adjustment and repair of the equipmentSince this rift I have been refused service on my equipment and batteriesmonths of no contact then a bill for $is the wrong way to treat a customerSouthwestern Hear Center claim they have recorded conversation with my insurance carrier to supporting their claim of “its my insurance companies fault” but as of yet I have never heard itI will happily get on a conference call with them and my insurance provider to play this recording and negotiate a resolution to our conflict They remain scam artist in my book
Sincerely,
*** ***s

Complaint: ***
I am rejecting this response because:Per your requests, my response to SW Hearing
In regards to"Was the business's response satisfactory?": I am disappointed with their offer to only refund me 90% of my $4,on a product that didn't do what it was
marketed to do..$3,681...is not a a full refund
Their sales person that worked with me, worked very hard to make them workBut, it wasn't solvable by herEventually she put me in direct connection with the Manufacture's tech teamAnd, when I asked them "So are you still having problems with Apple I-phone connectivity...their answer was a resoundingyes(Important note here, they are sold as IPHONE HEARING Aids).
Their APP, "TRULINK,"still does NOT see my hearing aids and therefore I can't use their app.
The Accessibility Settings that connect my hearing aids to the I phone, does not SEE my hearing aids and is non functional
Per Apple's Tech support suggestion, they set me up with one of their techs who ran multiple diagnostics and said that the hardware, software, (IOS), were working perfectly
"What do they need to do? "I believe they need to refund me my $4,090, not $3,681.
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/11/05) */

I accept their offer and agree this complaint has been resolved as long as they follow through with their offer

Initial Business Response /* (1000, 5, 2015/06/10) */
Mr. [redacted] has been removed from our database. If his name is on a national database that we have purchased, he will continue to receive mail. He must contact the national database, name removal department to make that change. His name may...

have been added to that database thru his credit cards or a magazine subscription etc....
We cannot remove anyone with the last name of [redacted] as he requested.

Initial Business Response /* (1000, 5, 2015/06/19) */
Mr. [redacted]'s refund was processed in a timely manor back to his credit card. If he would contact his issuing back he will see his credit.

See attached.

Initial Business Response /* (1000, 6, 2015/08/24) */
Ms. [redacted] was fitted with cic aids August 2014. She asked for iic aids in June 2015. She returned the iic aids on July 31, 2015. Ms [redacted] still has her original aids from 2014, and we don't owe her a refund for them.

In response to Complaint [redacted], please review the attached pages.  Our specialists have been in touch with Mr. [redacted] regularly to come to an agreement.

Initial Business Response /* (1000, 5, 2016/02/03) */
Mr. [redacted] purchased his hearing aids September 23, 2014, not 2015. The purchase included 30 day money back guarantee and a two year warranty. All repairs are of no charge to Mr. [redacted] until October 2016. The new specialist in the Jacksonville...

office is very competent and qualified to take care of any concerns with Mr. [redacted]. By the manufacturer's reports, both times there was damage to the aids. Perhaps Mr. [redacted] would like to have a consultation appointment with her to discuss maintenance of his hearing aids.
We do not refund after 15 months of use.

Complaint: [redacted]
I am rejecting this response because: There was only one aid that had a broken hinge.  The other one that had the battery stuck inside still had a hinge and they left the old battery inside and glued a new one in the door.  It was not corrosion that sealed these.  Stored here the doors were left open.  If we didn't want them repaired (or at least the one with the hinge in place) we would not have left them there for days.  Yes they were old, but only worn a few times and as stated earlier we were hoping to only get one working.
Sincerely,
[redacted]

Southwestern Hearing called Mr. [redacted]'s insurance company before he was fit with Premier aids.  They quoted that they would pay $3387.00 and Mr. [redacted]s would be responsible for $1000.00 co payment.  Mr. [redacted]s agreed and signed a contract stating he would be responsible for...

whatever the insurance company did not pay.  The insurance company paid only $2400.00 leaving a balance of $987.00.  This is the responsibility of the patient.We can only go by what the insurance company quotes when we call to check benefits.  If they misquoted, perhaps Mr. [redacted]s should contact the insurance company as to why they quoted one amount but paid substantially less.Mr. [redacted]s has been credited as a show of good business. There is no scam.