Starkey Laboratories, Inc.

Dear Mr***, This letter is in reply to Mr***’s rebuttal of case ID ***He has written the following statement: The right ear is still backing out to the point of falling outIt was supposed to get a lock that didn't get listed on the last repair order. As of now the right ear is backing out and needs a lock at the minimum if not remolding and I expect that Starkey will honor its contract to provide a working aid. The SoundLens Series IIC, serial number ***, was in to our facility on at the end of February 2016. The repair form indicated that there was to be no canal lock. We did remake the device in accordance with the request by the Audiologist at Hear USA *** *** **, Boca Raton. The phone number is ###-###-####. We are willing to continue to work with the Hearing Professionals at Hear USA to try and meet the expectations of Mr***. If he wishes to have a canal lock placed on the right hearing device we are willing to do so. The request just needs to be made by his Hearing Professional at Hear USA. Erik *** Customer Relations Representative ###-###-####

I am rejecting this response because:
The right ear is still backing out to the point of falling outIt was supposed to get a lock that didn't get listed on the last repair order The aids were never tuned correctly because they were constantly being sent out for repair and further most of the times they mention repairing them was because of Starkey unwillingness to take impressions or take the correct impressions And frankly it shouldn't matter if It takes visits if they aren't correct for dollar hearing aidsAs of now the left ear fits after they finally listened and did an open mouth impression Would have saved one remake if the Starkey rep on the phone at the time of impressions didn't insist on doing something different than the customer asked for As of now the right ear is backing out and needs a lock at the minimum if not remolding and I expect that Starkey will honor its contract to provide a working aid Further they worked fine until they had to go in for repair so let's not blame the customer that they didn't come back the same after repair

First I would like to provide a little background about Starkey Hearing Technologies, all so known as Starkey Laboratories. We manufacture hearing devices. Some are known as custom devices. These are design to the individuals ears. There are others hearing devices we call
Standard Products. These products can general be fit on anyone and they can be stocked in Hearing Professional Offices. Starkey Laboratories did not sign a purchase agreement with Mr***. Mr*** signed a purchase agreement with Alps Mountain Affordable Hearing Aid Center. The owner of the office, MrJeff *** reported the hearing instruments with serial numbers *** and *** were lost in the month of February 2016. Starkey Laboratories replace the hearing devices under the loss and damage insurance coverage. We updated our internal database and flagged the serial numbers of the hearing aids as we do with any insurance claim. Mr*** visited Audibel Hearing Center in Mankato, MN on March 22, 2016, or thereabouts, and one hearing aid was sent to us to be repaired. Upon receipt of the device we found that the name attached to the hearing device was not Mr***'s so we confiscated itBetween March 25, and April 5, 2016, we worked with Audibel Hearing Center in Mankato, MN and Alps Mountain Affordable Hearing Aid Center in Newton, NC, to clarify the confusion with the reported lossMr***'s hearing aid was repaired on April & and was shipped to Audibel Hearing Center. The hearing aid was received in Mankato on April 7, 2016; we verified with Audibel Hearing Center that Mr*** picked up his hearing aid that afternoonWe have updated our systems to reflect the change and status of the devices and we have close the support incidentPlease let me know if you have any questions Mr***. I’m happy to give you more details if you feel it is neededThank you, Erik

Thank you for the opportunity for us to respond to Mr. [redacted]’s complete.  [redacted] Hearing Clinic is an independent provider of medical services.  Starkey Hearing Technologies does not own or have influence on the policies and procedures at [redacted] Hearing Clinic.  The retail pricing for...

repairing a hearing device is decided at the clinic.   Starkey Hearing Technology will charge a wholesale amount for each repair it and sent.  This price is not reflected in the amount stated in the complete.  We often suggest to the public that they ask providers of a service the cost to repair any hearing device before moving forward with the service so there isn’t a surprise at the cost.   The allegation of predatory pricing is one that is mood because [redacted] Hearing Clinic has only one location, and they set there pricing without consulting with the manufacture.  The clinic has an option to send the device to other repair labs that can do it at a lower cost.  Doing so could mean the technology that was inside the device can be replace with something other than what was originally design.  Mr. [redacted] could have saved himself and his 91-year-old mother all this frustration by asking for a quote before getting the devices repaired.  Any dispute with the price will need to be address with the independent office of [redacted] Hearing Clinic.  Starkey Hearing Technology has never received a payment from [redacted] in the amount of $570.  Please provide a copy of the receipt and invoice for the disputed amount.

Our records show that our audiology team has provided assistance to Mr. [redacted]'s Hearing Health Care Professional approximately 22 times since November of 2015. His provider indicated to us that they have worked on the issues he is reporting at least 39 times since August of 2015 and they have not...

charged him at all for their time. Hear X Limited has expressed that they have addressed every one of Mr. [redacted]'s complaints and it does seem that they and our manufacturing plant have exhausted every option to satisfy Mr. [redacted] as he continues to complain with each step that is taken based on his ongoing complaints. His instruments were provided to him through EPIC. EPIC is an independently owned and operated business. They set their own refund policies. The refund policy is a matter of contract between the consumer and the retailer, not the Starkey manufacturing plant. There is no direct transaction between the consumer and the Starkey manufacturing plant. We recommend that Mr. [redacted] refer to the terms of his contract. Please keep in mind that any request for refund would need to be directed to the original Hearing Health Care Professional, as they originally collected the retail dollars. Your comments are important to us and we thank you for taking the time to share your experience. Sincerely, Starkey Hearing Technologies

Initial Business Response /* (1000, 5, 2015/08/10) */
Dear Mr. [redacted],
Thank you for your letter regarding your hearing instruments.
I would like to look into the history of the hearing instruments; however all of our records are kept by the serial number. Could you please forward the serial...

numbers of the instruments?
I will await your reply.
Sincerely,
Anne [redacted]
Consumer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It would have been nice if the company could have told me where to find the serial numbers.
On the back of the box of the first pair I received there are two numbers: [redacted] and [redacted] These were sent back to Starkey by my audiologist and a new pair was handed to me but not a new box.
For the hearing aids I have now I found these numbers on the inside of battery compartment:
Left hearing aid: 15-40 3860
Right hearing aid: 15-47 5098
I am going to include some of the daily documentation of the malfunctioning I experience with these. I have attached a document with this information.
Final Business Response /* (4000, 9, 2015/08/19) */
Dear Mr. [redacted],
Thank you for your letter regarding your Hearing Instruments, serial numbers [redacted] & [redacted].

Upon receipt of your complaint to the Revdex.com, we contacted the office of[redacted] MD, and spoke with [redacted].
Ms. [redacted] informed us that she is aware of your request and is currently looking into whether or not they will be able to grant your request.
We recommend that you discuss this with Ms. [redacted], as they are an independently owned and operated business. Please be informed that they do set their own prices and refund policies. (Starkey is the manufacturer of hearing instruments. We charge the dispenser a wholesale price. The dispenser then charges you the customer, a retail price.) Starkey does not dictate price structures to its dispensing customers.
Since they are the party with whom you presumably signed a contract and paid for the hearing aids, the return and refund policy is a matter of contract between yourself and the retailer, not the Starkey manufacturing plant. There is no direct transaction between the consumer and Starkey aside from the warranty on the product.
We recommend referring to the terms of your contract.
Please keep in mind that any request for refund or discount would need to be directed to the original Hearing Health Care Professional, as they originally collected the retail dollars from you.
Your comments are important to us and we thank you for taking the time to share your experience.
Sincerely,
Anne [redacted]
Consumer Relations