Complaints for HearingLife in New Albany, IN

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

4/19/2022

In 2020 I purchased a $6000 pair of hearing aids from Hearing Life in New Albany, IN. The understanding from Kay Thomas was the supplies related to them were covered by the company. I received them once after purchase before the stores were closed due to the pandemic. During this period of time the hearing aids quit working correctly. When the store reopened I was told by Ms Thomas that the parts and repair were no longer covered by the company and that to get them working correctly I would be required to buy a $499 yearly policy. I refused as that wasn't the conditions when I purchased them. I called another local Hearing Life store and was told by Jake, the store manager, they would give me a one time repair under the conditions that any repairs needed after that would be my responsibility. I accepted. Hearing Life's home office called me and I spoke to a man named Alex who rescinded the offer claiming the store manager couldn't do that I am an 87 year old senior citizen who feels that I have been taken advantage of financially. My insurance paid for part of the hearing aids but Hearing Life knew that they didn't cover parts and repairs. I have a $6000 pair of hearing aids that haven't worked properly since 2 months after they were purchased . Resolution Sought I want my hearing aids fixed correctly and a 1 year supply of the accessories necessary. I feel that Hearing Life not only took advantage of me, but also other senior citizens with the same bait and switch tactics. Plus HIPPA should also apply to hearing aid companies as the manager also commented on the price of an acquaintances hearing aids when I told her this lady was also having issues with her hearing aids and didn't recommend them after I had already made the purchase.

Company Response

6/7/2022

Company states: Please accept our response below in regard to Ms. Martin's dispute: Ms. Martin was in our office on 1-27-20 and have her hearing tested. Her testing revealed significant hearing loss in both ears and it was determined that hearing aids would be of benefit to Ms Martin. During her visit on 1-27-20, it was determined that Ms Martin had a managed care benefit through Hearing Care Solutions, which provided her a discount price for her hearing aids at a total cost of $4,950. Miss Martin's benefits was $3,000 leaving her a balance of $1,950 which she finance through the Hearing Care Solutions office (attached is a Hearing Care Solutions receipts). On 1-28-20 two hearing aids were ordered by our office through Hearing Care Solutions for Ms Martin (attached is a receipt from Hearing Care Solutions). On 2620 Ms Martin was delivered her new hearing aids by our local staff (attached is the Hearing Care Solutions Delivery receipt) As with all Managed Care Plans, they provided a discounted entry price and limited warranties, accessories and ongoing service for the customer long-term. Please see that the limitations for warranty and service are clearly listed on Ms Martin's Delivery receipt. Ms Martin came back in our office on 2-13-20 for a routine follow-up and reported no issues at that time. Because of the pandemic our office closed for a few months of time shortly after this visit. During the pandemic any local calls were forwarded to our corporate service center we're all calls were handled to the best of our ability. On 4-9-20 Ms Martin did call our office and spoke with our call center personnel, who directed her successfully through some routine maintenance items. Our local staff has explained to Ms Martin that her Hearing Care Solutions benefit provided her with a discounted price for her hearing aids that included a 3-year warranty and 1 year of free in office local service (does not include supplies). Our staff is happy to assist Miss Martin with any issues she may be experiencing, but will do so under the terms and conditions of her benefit plan. At no point was Ms Martin misinformed on the aftercare to be provided by the local office for her managed care contract.

Customer Rebuttal

6/20/2022

Hearling life made an offer and I accepted with the provision that it be put in writing and they have NOT done this.

Company Final Response

6/23/2022

Our local provider has not spoken to customer in quiet some time. Our provider has spoken with Hearing Care Solutions (3rd party administrator / vendor) and advised them that if customer's aid is in need of repair she will see her and send it out under the terms of her contract. The only cost to the patient should be $45 office charge which is not a covered service under the terms of her Hearing Care Solutions contract. HearingLife does provide for an after care "Service Plan" for local services which is completely described in detail in a brochure that is available in our office.

Complaints and Resolutions

HearingLife complaints