T D H Refrigeration Inc

June 22,
RE: Revdex.com complaint #*** for *** ***
To All Whom It Concerns:
As a provider of Beltone hearing care, we regret *** ***'s concerns and her buyer's remorse
The 30-Day return privilege policies are clear and were agreed upon by Beltone and *** *** at the time of purchaseRebecca W*** explained this matter in a concise way in a previous response
Beltone's position remains as stated in our previous communication*** *** is not within her agreed upon rights to return her hearing aids
Respectfully,
Michael T***
President

Contact Name and Title: Rebecca W***
Contact Phone: ***
Contact Email: ***
June 9,
Mike DeWine
Ohio Attorney General
RE: Revdex.com complaint #*** for *** ***
To Whom It May Concern,
I have held off responding to this complaint as our patient
and consumer *** *** had a scheduled appointment to see our Audiologist on June 7th in our Barberton office which is the location she has filed the complaint against
*** *** has been a patient in our Barberton office since when she purchased her first set of hearing aids from Beltone On August 4, she was tested and purchased her second set of hearing aids We delivered her hearing aids on August 13th and per our protocol we saw her several times within her first days to make adjustments and to make sure everything was going well *** was scheduled for several follow up appointments and counselled on how to change the programs in her hearing aids and several other appointments she either did not show or cancelled
In February 2016, ***'s physical therapist called our office stating the patient wanted to return her hearing aids which is the first time we were aware of thisWe did not discuss anything with the therapist due to HIPAA but scheduled *** to come in to discuss the issues she is having with her hearing aids We saw *** on March 5, and she stated that she wanted to return her hearing aids at this time which was months after her delivery date We did explain to her that she had days from the date of delivery to return her hearing aids but we could not do that at this point The practitioner went over all her complaints and reset all the programs in her hearing aids and counselled her on how to change the programs again and scheduled her to see the our Audiologist the following month She was to contact us in the interim if there were any issues
On April 6, *** came into the office and she was retested by our Audiologist and we verified by REM (See attached) that the adjustments made to her hearing aids were correct
*** made an appointment to be seen in our office on the same day she filed this complaint and she was seen on June 7th by the Audiologist
We contend that we were not told prior to the physical therapist calling in February that *** wanted to return her hearing aids and this was never conveyed by the patient until March 5, The patient has been coming in for her regular clean and checks and we will continue to provide service for the life of the hearing aids
Sincerely,
Rebecca W***
Vice President
Tessmer and Associates, Inc
dba Beltone Audiology and Hearing Care
*** *** *** ***
*** *** ***
Phone: ***
Fax: ***

Contact Name and Title: Rebecca W***
Contact Phone: ***
Contact Email: ***
June 9,
Mike DeWine
Ohio Attorney General
RE: Revdex.com complaint #*** for *** ***
To Whom It May Concern,
I have held off responding to this complaint as our patient
and consumer *** *** had a scheduled appointment to see our Audiologist on June 7th in our Barberton office which is the location she has filed the complaint against
*** *** has been a patient in our Barberton office since when she purchased her first set of hearing aids from BeltoneOn August 4, she was tested and purchased her second set of hearing aidsWe delivered her hearing aids on August 13th and per our protocol we saw her several times within her first days to make adjustments and to make sure everything was going well*** was scheduled for several follow up appointments and counselled on how to change the programs in her hearing aids and several other appointments she either did not show or cancelled
In February 2016, ***'s physical therapist called our office stating the patient wanted to return her hearing aids which is the first time we were aware of thisWe did not discuss anything with the therapist due to HIPAA but scheduled *** to come in to discuss the issues she is having with her hearing aidsWe saw *** on March 5, and she stated that she wanted to return her hearing aids at this time which was months after her delivery dateWe did explain to her that she had days from the date of delivery to return her hearing aids but we could not do that at this pointThe practitioner went over all her complaints and reset all the programs in her hearing aids and counselled her on how to change the programs again and scheduled her to see the our Audiologist the following monthShe was to contact us in the interim if there were any issues
On April 6, *** came into the office and she was retested by our Audiologist and we verified by REM (See attached) that the adjustments made to her hearing aids were correct
*** made an appointment to be seen in our office on the same day she filed this complaint and she was seen on June 7th by the Audiologist
We contend that we were not told prior to the physical therapist calling in February that *** wanted to return her hearing aids and this was never conveyed by the patient until March 5, The patient has been coming in for her regular clean and checks and we will continue to provide service for the life of the hearing aids
Sincerely,
Rebecca W***
Vice President
Tessmer and Associates, Inc
dba Beltone Audiology and Hearing Care
*** *** *** ***
*** *** ***
Phone: ***
Fax: ***

Initial Business Response /* (1000, 10, 2015/09/28) */
Contact Name and Title: Rebecca W***
Contact Phone: ***
Contact Email:***
Consumer Complaint: Case #***
*** ***
I would like to address Mr***'s statements in the Revdex.com complaint then the
history to follow
1) In response to the original hearing aid complaint: To the best of our efforts we did in good faith work with Mr*** in response to all the issues he stated he was having by replacing these with another style of hearing aid which did give him better sound quality and battery life
2) He stated he was never given a trial period which is never the case as we must abide by state law for a day return policyThe Delivery receipt attached shows the patients signature acknowledging the policy
3) At no point in my conversations with Mr*** did I ever tell him that he would just have to wear the hearing aids and deal with itI talked to Mr*** many times and was always willing to listen to him and respond to his needsI explicitly let him know that I was available if he needed additional assistance
Having responded to the specific points in Mr***'s complaint I do think that we did respond and initiated a plan of action at each visit as you will see by the history belowThis has not been the progression of events for a patient but sometimes the expectation of aided hearing is difficult
On October 2, Mr*** purchase Prime Plus hearing aids in our Ashland officeThis was Mr***'s first set of hearing aids and generally patients have a few weeks of adjustments to get used to the sound in multiple environmentsIn the first few months of having the hearing aids Mr***'s main complaints is that he needed the hearing aids "turned up" because he still couldn't hear his wifeThis again is to make these adjustments as a new hearing aid wearer full volume is never used as it would be a drastic change
In November we changed receivers to see if that would help give him some gain some sound quality and this did helpMr*** came in for his regular scheduled appointment for a clean and check in February and at the time this were going wellIn March his right hearing aid was sent to the factory for repair to the receiver
May 27, Mr*** called our Corporate office and spoke to me about his frustrations with the batteries not lasting as long as he states he had been toldHe stated that he has tried batteries from various manufacturers and none of them get more than a day or In talking with Mr*** he stated he wears his hearing aids on an average of hours per day and maximum battery life should be 2-daysIt seems to be more the right hearing aid than the leftI discussed these issues with Mr*** and we decided that we would provide Mr*** with free batteries enough to get him to his July appointment and he should only be using Beltone batteriesHe was instructed to keep a detailed journal of battery usage and any other issues and we would decide at that time to have these hearing aids replaced if the issues persistedHe was to call me in the interim if there were any problems
On June 16, we sent the hearing aids back to the factory as the problem persisted with low battery lifeAt that time we also told Mr*** that we would provide batteries at half price for the remainder of the time he had his hearing aidsThe hearing aids were completely remade and settings reconfigured
On July 1, Mr*** called me and he stated things really weren't any better as far as sound and he was very frustratedAt this point we decided to exchange his hearing aids for a different style hoping this would resolve sound quality issues and battery usageOn July 3rd we exchanged the hearing aids and scheduled a follow up for the following weekOn July 10th Mr*** stated that everything at this point was going well with the sound and battery consumptionHis complaint at this time was that when he takes off his glasses his hearing aids also came offWe recommended some techniques to minimize this and he also had his glasses adjustedOn August 6th Mr*** was seen by our Audiologist and minor adjustments were made and she counselled and we added a sport lock on his hearing aids to help them stay in his ears
March 26, Mr*** came in for regular clean and checkMr*** still has complaints of the hearing aids not staying in his earsThis was the last visit to our office until this complaint was filed
In summary it is not our intention to have a patient feel as frustrated as Mr***; on the flip side we have been responsive in working with him at each visitThe practitioner in the Ashland office should be Mr*** initial contact but I did tell Mr*** that he could call me at any time although he shouldn't have toSince I was not aware of the continued issues it makes it difficult to address themIt has always been Mr*** intent to hear better and he states that he would rather have the in the ear hearing aids like the original style but with a modification of a receiver in his ear which would be a possible solutionI would have to get authorization from Beltone Electronics to make another exchange and will only proceed with this if Mr*** is okay with this resolution
Sincerely,
Rebecca W***, Vice President
Beltone Audiology and Hearing Care Centers
Initial Consumer Rebuttal /* (3000, 13, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, a day trial period was NEVER mentioned in any conversationsperiodIt was several months after the days that the original hearing aids were replaced with the same type but, NOTHING changedThen those were replaced with hearing aids that fit behind and outside of the earI would have NEVER consider this type the first placeI did complain about these hearing aids about the fitment but, was always given one reason or another why this is how THESE hearing aids work...NOT to my liking at allI had nothing but problems with the fitting from the startI did give time to get adjusted to them but, to no avail, they DIDN'T work for meAt my last appointment, March 15,I finally expressed my thoughts that this type hearing aid WOULDN'T work for meI would NO longer wastes my time coming to any more appointmentsI reached out a couple of times and left messages at the Medina off but, NEVER received any return calls

Initial Business Response /* (1000, 9, 2015/10/21) */
On September 18, Mrs*** called our Cuyahoga Falls Office to make an appointment for a hearing test they were referred by their insurance company BC/BS Both Mrand Mrs*** were present at the appointment on September 28,
Our Audiologist spent hours with the ***'s doing a thorough test and discussed options We verifying insurance benefits provided by the ***'s and it was decided by them that it was time to purchase hearing aids Per their insurance a medical clearance was needed from their physician which we received the next day Having a deposit and physicians clearance it is at this point that we processed the order
On October 2, the ***'s brought in Mrs***'s Sister to be tested (I will not provide her name at this point due to HIPAA regulations unless permission is given) as were told she also had hearing loss and the ***'s were happy with their experience with us We were unable to test Mrs***'s sister due to her inability to speak so she could not respond during the testing process It was as this point the ***'s let the Audiologist know that they wanted to cancel the hearing aids they ordered on September 28th We asked them to complete the return paperwork so we could process the reimbursement of the deposit minus the non-refundable fee as stated in the signed contract (see attached) It was stated by Mr*** that they wanted to cancel because his wife was going in for surgery and they didn't want to do this right now
We understand buyer's remorse and have no problem cancelling the sale per the customer's request We also know that we in good faith signed an agreement and must abide by the statues of the law covering our promises to the patient A purchase of hearing aids is not a or minute process so to spend hours with someone for them to say this was "against my perspectives" is disrespectful to our AudiologistThey provided to us their insurance information to verify benefits, they provided their physician's information to get the medical clearance, a contract was signed by both parties and a deposit was given to show good faith for us to process this purchaseThe secretary did not tell the customers that if they did not sign the paperwork they would lose their deposit and this is not company policy The non-refundable fee was discussed with the Audiologist and he explained it was our right under the contract and initialed by the customer
Every customer has the right to change their mind and we respect that It is really a shame that they could not have called our company to reconcile this matter internally as this all could have been avoidedAt this point the ***'s have filed a Revdex.com complaint, disputed the transaction with Discover Card and just today we received a letter from the Ohio Attorney General's Office It is not always the fault of the business that a customer changes their mind but in this instance we are the ones being discredited for their action At no point did we misrepresented our services or product to the ***'s
By law we need to reimburse the customers within days but we have been notified by Discover Card that this charge is in disputeWe do not want these funds returned twice and will not reimburse with an open disputeI have contacted the credit card dispute center and am waiting for a response
Either the ***'s can cancel their credit card dispute allowing us to reimburse the deposit or we can wait for dispute process to play out
Rebecca W***
Vice President
Beltone Audiology and Hearing Care Centers
Initial Consumer Rebuttal /* (3000, 11, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Some of Beltone's statements are not trueRobert said our insurance was in their network but, we were told by our group insurance agent, Blue Cross Blue Shield, that Beltone is not in their network, we are not sure which is correctIt did not take hours for ***'s test, etcWe had a letter for a free testRobert of Beltone told us that they would not charge our Discover until *** received her hearing aids*** did not receive Beltone's hearing aidsWhen we noticed Beltone charged our Discover against their statement we were unsure of their credibility and sincerityLater they would not agree with Ohio Law section It is not true that Mary, ***'s sister, could not be tested becaused of her disabilitiesWe decided not to have Mary tested at Beltone at that timeShe was tested my another Audiologist, the technician relayed very well with MaryHer test was completed in about a half hour with the hearing aidsMary responded a lot better wearing her trial hearing aidsThanks, *** ***
Final Consumer Response /* (4200, 19, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My answers to this case are correctI made the appointment with Beltone to be within our budgetWe were under the impression that our insurance would payBut, later we found that our insurance wouldn't have paid which would have added to our costWhen it was mentioned that I didn't want Beltone, we were told there would be a $charge.Beltone ask us to sign a Discover Card releaseSo, with the charge of $we would only receive $
Final Business Response /* (4000, 17, 2015/11/18) */
The ***'s statement that they did not accept our resolution to this dispute leads me to believe I need to clarify the original statement as the patient and her husband are under the impression that we were not going to reimburse all funds The course of action in my original statement was that we need the patient to stop the Discover card dispute so we could reimburse them or we would let the credit card dispute run its course uncontested in which case they would get their reimbursement in that manner As long as the credit card dispute was active we would not send a separate transaction as it has happened in the past we have reimbursed a customer and then the credit card company takes the money back again thus causing significant work on our part to retrieve the over payment
The original statement by us was not to dispute complete reimbursement of the deposit but to defend ourselves against accusations
The funds were withdrawn from our account by Discover Card on November 7, in the amount of $reimbursing the customers entire deposit I can provide documentation of this transaction from our bank if needed
Best Regards,

June 22,
RE: Revdex.com complaint #*** for *** ***
To All Whom It Concerns:
As a provider of Beltone hearing care, we regret *** ***'s concerns and her buyer's remorse
The 30-Day return privilege policies are clear and were agreed upon by Beltone and *** *** at the time of purchase Rebecca W*** explained this matter in a concise way in a previous response
Beltone's position remains as stated in our previous communication*** *** is not within her agreed upon rights to return her hearing aids
Respectfully,
Michael T***
President

Initial Business Response /* (1000, 10, 2015/09/28) */
Contact Name and Title: Rebecca W***
Contact Phone: ***
Contact Email:***
Consumer Complaint: Case #***
*** ***
I would like to address Mr***'s statements in the Revdex.com complaint then the
history to follow
1) In response to the original hearing aid complaint: To the best of our efforts we did in good faith work with Mr*** in response to all the issues he stated he was having by replacing these with another style of hearing aid which did give him better sound quality and battery life
2) He stated he was never given a trial period which is never the case as we must abide by state law for a day return policy The Delivery receipt attached shows the patients signature acknowledging the policy
3) At no point in my conversations with Mr*** did I ever tell him that he would just have to wear the hearing aids and deal with it I talked to Mr*** many times and was always willing to listen to him and respond to his needs I explicitly let him know that I was available if he needed additional assistance
Having responded to the specific points in Mr***'s complaint I do think that we did respond and initiated a plan of action at each visit as you will see by the history belowThis has not been the progression of events for a patient but sometimes the expectation of aided hearing is difficult
On October 2, Mr*** purchase Prime Plus hearing aids in our Ashland office This was Mr***'s first set of hearing aids and generally patients have a few weeks of adjustments to get used to the sound in multiple environments In the first few months of having the hearing aids Mr***'s main complaints is that he needed the hearing aids "turned up" because he still couldn't hear his wifeThis again is to make these adjustments as a new hearing aid wearer full volume is never used as it would be a drastic change
In November we changed receivers to see if that would help give him some gain some sound quality and this did help Mr*** came in for his regular scheduled appointment for a clean and check in February and at the time this were going well In March his right hearing aid was sent to the factory for repair to the receiver
May 27, Mr*** called our Corporate office and spoke to me about his frustrations with the batteries not lasting as long as he states he had been told He stated that he has tried batteries from various manufacturers and none of them get more than a day or In talking with Mr*** he stated he wears his hearing aids on an average of hours per day and maximum battery life should be 2-days It seems to be more the right hearing aid than the left I discussed these issues with Mr*** and we decided that we would provide Mr*** with free batteries enough to get him to his July appointment and he should only be using Beltone batteries He was instructed to keep a detailed journal of battery usage and any other issues and we would decide at that time to have these hearing aids replaced if the issues persisted He was to call me in the interim if there were any problems
On June 16, we sent the hearing aids back to the factory as the problem persisted with low battery life At that time we also told Mr*** that we would provide batteries at half price for the remainder of the time he had his hearing aids The hearing aids were completely remade and settings reconfigured
On July 1, Mr*** called me and he stated things really weren't any better as far as sound and he was very frustratedAt this point we decided to exchange his hearing aids for a different style hoping this would resolve sound quality issues and battery usageOn July 3rd we exchanged the hearing aids and scheduled a follow up for the following week On July 10th Mr*** stated that everything at this point was going well with the sound and battery consumption His complaint at this time was that when he takes off his glasses his hearing aids also came off We recommended some techniques to minimize this and he also had his glasses adjusted On August 6th Mr*** was seen by our Audiologist and minor adjustments were made and she counselled and we added a sport lock on his hearing aids to help them stay in his ears
March 26, Mr*** came in for regular clean and check Mr*** still has complaints of the hearing aids not staying in his ears This was the last visit to our office until this complaint was filed
In summary it is not our intention to have a patient feel as frustrated as Mr***; on the flip side we have been responsive in working with him at each visit The practitioner in the Ashland office should be Mr*** initial contact but I did tell Mr*** that he could call me at any time although he shouldn't have to Since I was not aware of the continued issues it makes it difficult to address them It has always been Mr*** intent to hear better and he states that he would rather have the in the ear hearing aids like the original style but with a modification of a receiver in his ear which would be a possible solution I would have to get authorization from Beltone Electronics to make another exchange and will only proceed with this if Mr*** is okay with this resolution
Sincerely,
Rebecca W***, Vice President
Beltone Audiology and Hearing Care Centers
Initial Consumer Rebuttal /* (3000, 13, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, a day trial period was NEVER mentioned in any conversationsperiodIt was several months after the days that the original hearing aids were replaced with the same type but, NOTHING changedThen those were replaced with hearing aids that fit behind and outside of the earI would have NEVER consider this type the first place I did complain about these hearing aids about the fitment but, was always given one reason or another why this is how THESE hearing aids work...NOT to my liking at allI had nothing but problems with the fitting from the startI did give time to get adjusted to them but, to no avail, they DIDN'T work for meAt my last appointment, March 15,I finally expressed my thoughts that this type hearing aid WOULDN'T work for meI would NO longer wastes my time coming to any more appointmentsI reached out a couple of times and left messages at the Medina off but, NEVER received any return calls

Initial Business Response /* (1000, 9, 2015/10/21) */
On September 18, 2015 Mrs. [redacted] called our Cuyahoga Falls Office to make an appointment for a hearing test they were referred by their insurance company BC/BS. Both Mr. and Mrs. [redacted] were present at the appointment on September 28,...

2015. Our Audiologist spent 3 hours with the [redacted]'s doing a thorough test and discussed options. We verifying insurance benefits provided by the [redacted]'s and it was decided by them that it was time to purchase hearing aids. Per their insurance a medical clearance was needed from their physician which we received the next day. Having a deposit and physicians clearance it is at this point that we processed the order.
On October 2, 2015 the [redacted]'s brought in Mrs. [redacted]'s Sister to be tested (I will not provide her name at this point due to HIPAA regulations unless permission is given) as were told she also had hearing loss and the [redacted]'s were happy with their experience with us. We were unable to test Mrs. [redacted]'s sister due to her inability to speak so she could not respond during the testing process. It was as this point the [redacted]'s let the Audiologist know that they wanted to cancel the hearing aids they ordered on September 28th. We asked them to complete the return paperwork so we could process the reimbursement of the deposit minus the non-refundable fee as stated in the signed contract (see attached). It was stated by Mr. [redacted] that they wanted to cancel because his wife was going in for surgery and they didn't want to do this right now.
We understand buyer's remorse and have no problem cancelling the sale per the customer's request. We also know that we in good faith signed an agreement and must abide by the statues of the law covering our promises to the patient. A purchase of hearing aids is not a 5 or 10 minute process so to spend 3 hours with someone for them to say this was "against my perspectives" is disrespectful to our Audiologist. They provided to us their insurance information to verify benefits, they provided their physician's information to get the medical clearance, a contract was signed by both parties and a deposit was given to show good faith for us to process this purchase. The secretary did not tell the customers that if they did not sign the paperwork they would lose their deposit and this is not company policy. The non-refundable fee was discussed with the Audiologist and he explained it was our right under the contract and initialed by the customer.
Every customer has the right to change their mind and we respect that. It is really a shame that they could not have called our company to reconcile this matter internally as this all could have been avoided. At this point the [redacted]'s have filed a Revdex.com complaint, disputed the transaction with Discover Card and just today we received a letter from the Ohio Attorney General's Office. It is not always the fault of the business that a customer changes their mind but in this instance we are the ones being discredited for their action. At no point did we misrepresented our services or product to the [redacted]'s.
By law we need to reimburse the customers within 15 days but we have been notified by Discover Card that this charge is in dispute. We do not want these funds returned twice and will not reimburse with an open dispute. I have contacted the credit card dispute center and am waiting for a response.
Either the [redacted]'s can cancel their credit card dispute allowing us to reimburse the deposit or we can wait for dispute process to play out.
Rebecca W[redacted]
Vice President
Beltone Audiology and Hearing Care Centers
Initial Consumer Rebuttal /* (3000, 11, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Some of Beltone's statements are not true. Robert said our insurance was in their network but, we were told by our group insurance agent, Blue Cross Blue Shield, that Beltone is not in their network, we are not sure which is correct. It did not take 3 hours for [redacted]'s test, etc. We had a letter for a free test. Robert of Beltone told us that they would not charge our Discover until [redacted] received her hearing aids. [redacted] did not receive Beltone's hearing aids. When we noticed Beltone charged our Discover against their statement we were unsure of their credibility and sincerity. Later they would not agree with Ohio Law section 1345.30. It is not true that Mary, [redacted]'s sister, could not be tested becaused of her disabilities. We decided not to have Mary tested at Beltone at that time. She was tested my another Audiologist, the technician relayed very well with Mary. Her test was completed in about a half hour with the hearing aids. Mary responded a lot better wearing her trial hearing aids. Thanks, [redacted]
Final Consumer Response /* (4200, 19, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My answers to this case are correct. I made the appointment with Beltone to be within our budget. We were under the impression that our insurance would pay. But, later we found that our insurance wouldn't have paid which would have added to our cost. When it was mentioned that I didn't want Beltone, we were told there would be a $250.00 charge.Beltone ask us to sign a Discover Card release. So, with the charge of $250.00 we would only receive $585.00.
Final Business Response /* (4000, 17, 2015/11/18) */
The [redacted]'s statement that they did not accept our resolution to this dispute leads me to believe I need to clarify the original statement as the patient and her husband are under the impression that we were not going to reimburse all funds. The course of action in my original statement was that we need the patient to stop the Discover card dispute so we could reimburse them or we would let the credit card dispute run its course uncontested in which case they would get their reimbursement in that manner. As long as the credit card dispute was active we would not send a separate transaction as it has happened in the past we have reimbursed a customer and then the credit card company takes the money back again thus causing significant work on our part to retrieve the over payment.
The original statement by us was not to dispute complete reimbursement of the deposit but to defend ourselves against false accusations.
The funds were withdrawn from our account by Discover Card on November 7, 2015 in the amount of $835 reimbursing the customers entire deposit. I can provide documentation of this transaction from our bank if needed.
Best Regards,