ComplaintsforBilledeaux Hearing Center, LLC

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase hearing aids in November 2023. I was fitted in the office in Ocean Springs, Ms in March 2024 I told them that the hearing aids was not working for me. They began checking them out and told me that these were the wrong hearing aids for me. My only option was to upgrade which would cost more money. I didn’t want that. I asked for a refund and they said I would have to talk to their boss in Louisiana to get a refund. They told me to wear them a couple of weeks to see if I could adjust. That didn’t make sense, since I was told I had the wrong kind for my hearing loss. I was very disappointed. So from that point on my wife started calling different people and finally got the name of the guy who could decide on my refund. The man, Chris *****, from Lafayette, La. Would contact us. My wife repeatedly call and this man never responded to anyone until the Attorney General office contacted him. He said no refund. If you go online and look up”How to get a refund from Miracle Ear” on google. It says full. refund within 30 days. This branch takes advantage of elder people who are on set incomes and we weren’t told anything about store credit until I told the person in Ocean Springs Ms the hearing aids aren’t working. As far as the paper we sign the person , Tammy told me I was signing agreeing to the price and for the credit financing. I believe this company and person should be investigated. I am talking to a lawyer now for advice. I hope you have enough information. Thank you Rodney *****

  Business response

  10/10/2024

  First, we have explained this to the ****** through numerous channels, including the Mississippi Attorney General's Office. In the state of Mississippi, our purchase agreement allows for a store credit upon return. There is no cash refund option. That information is plainly stated in the agreement. Mr. ***** signed the documents and we are simply following the purchase agreement.  

   

  In reference to this statement:  "He said no refund. If you go online and look up”How to get a refund from Miracle Ear” on google. It says full. refund within 30 days.", 

  it needs to be noted that we are an independently owned franchise of Miracle-Ear and we are legally allowed to follow return policies in each state.  Additionally, Miracle-Ear's corporate office states that fitting fees may apply. 

   

  Finally, if Mr. ***** chooses to consult an attorney, I completely understand, but please allow the record to show that once I receive correspondence from an attorney, I will cease conversations with any third party, including the Better Business Bureau. Any correspondence from Mr. ******* attorney should be sent to our corporate office and to my attention at **** ******** ******* ***** **** ********** ** ****** 

   

  Best regards,

   

  Chris ***** 

  Operations Manager

  Miracle-Ear of Louisiana

  **** ******** **** ***** ***

  Lafayette, LA  70503

  ************ ******* ***** ************ **** **** ******** ************ ******* ****

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother, ***** ******* received a pair of hearing aides from Miracle Ear in Shreveport on 7/17/24. She stated she was told she had a 30 day trial period and if they did not work for her she could return them. She signed pages 2, 3, and 4 of 4 pages of forms. She thought she was signing to take the hearing aids out of the store and the amount she would owe only if she chose to keep them. She said she was not told of a restocking fee of 902.09 if she returned them within the 30 days and she did not initial or sign saying so. We attempted to return the aides, however was told we could not unless we paid the 902.09. They refused to provide a written receipt therefore I videoed that we left them at the store on 8/12/24. I emailed and called ***** at the Lafayette office and received an email back stating they would not waive the fee as she signed the final page and they have already received their money. She is 80 years old and did not see the first page stating the restocking fee and ***** responded legally they do not need her signature telling her of this fee. I feel this company has conspired in predatory practices with the elderly, intentionally using confusing language as she was alone, and at bare minimum extorting 900 per person. She would not have taken the aides if she knew she was responsible for 902.09 even if she returned them. She was rushed through signing and states this was not made known to her until she attempted to return them. She states she was not given a copy of the original purchase agreement only the boxes the aides came in and could not have known. I went with her to return them on 8/5/24 and obtained a copy of the purchase agreement. She has been taken advantage of due to her age and language used in the company's response to intimidate into paying this exorbitant restocking fee.

  Business response

  08/21/2024

  In Image 34, which is a copy of my response to an email and was submitted by Ms. *****, I clearly state that fitting/restocking fees are not waived. I also reiterated the verbiage of the purchase agreement which states that written notice of return must be provided and accompanied by a fifteen percent fitting fee, as allowed by Louisiana state law. Additionally, prior to return, the hearing aids must be inspected in the presence of the person who purchased the hearing aids to ensure that they are working properly.

  None of these terms were adhered to by the patient and/or her family.

  Simply, we follow the terms of the agreement as signed by the patient. 

  Best regards,

  ***** *****

  Operations Manager

   

   

   

   

   

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was excited to get these hearing aids and thought they would be superior to my ********. I unfortunately have not had a good experience. from day one. The techs are helpful but I have an issue with my right hearing aid since last October and although they have addressed by changing receivers 3 times it’s not solving it and now he’s thrown his hand up and insinuating it’s in my head. Not. I recently bought a charger that I ended not needing as soon as I got home. Never opened it up. I called immediately and was told by the tech Ronnie that I had 30 days to return. There was no mention on my several visits to the store that day about a no return policy. Neither the doctor nor tech at that time mentioned it nor does my receipt say no returns. Corporate policy is 30 days. Evidently their franchise policy is no returns but they do not tell you that. I am very disappointed with this whole experience. Also this franchise owns all the stores in Louisiana and any that I could reasonably reach within a few hours drive. Beware!

  Business response

  07/03/2024

  Let me set the record on a few points made by Mrs. ********

  First, we have no record of complaints about the hearing aids until April 2024 and, again, in May 2024. Mrs. ******* presented in our office insisting there was static in her hearing aids. The specialist and the front office assistant both used a listening device to hear the sound the hearing aids were producing. They did not detect static. At some point, the front office assistant noticed that Mrs. ******* brushed or moved her hair over her hearing aids. This would have caused a sound, possibly interpreted as static. As a courtesy, the front office assistant changed both receivers at no charge. This is not covered under warranty and would incur a charge of $125 each. Mrs. ******* was not charged. 

  As for the issue she has with the charger and the ability to return it for a full refund, we have a policy that is clearly posted in the front office stating that we do not offer a cash refund for services and accessories. We do, however, take returns and issue a store credit. The specialist pointed this out to Mrs. ******* while she was making her in-office complaint. What BBB was not told in the original message is that Mrs. ******* came into our office, unsolicited by us, to purchase a new charger because she said hers had been broken. A short time later, she returned to our office and said she wanted her money back because her husband had glued the broken piece on her original and it was now usable. Further, Mrs. ******* husband came into the office with her, became angry, using profanities and cursing at our staff.   

  So, in summary, there is nothing to "beware" of with our company or any of the clinics within the franchise. What we have here is a customer who, despite our efforts, is upset because she didn't realize or fully understand the policy. The policy is clearly posted in our office. We do not provide contracts for accessories or services. Therefore, we post the policy in a conspicuous place in the front office.     

  Our policy stands that a return of an unused accessory or cancellation of a service requires a store credit with no cash refund. Additionally, I'm not certain why a request for a full refund of the hearing aid purchase price has been submitted. The thirty day trial period has been over for many months and the hearing aids remain in her possession. The demand for a full refund is respectfully denied by our company. Our decision on this matter will not change.

  ***** *****

  Operations Manager

  Billedeaux Hearing Center, LLC

  Independent Miracle-Ear Franchisee

   

• Initial Complaint

  04/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/11 I went to Miracle Ear for $ 189 earing aid free earing test. I send a paper agree to pay $3105 and I didn't realize I only had 3 days to cancel. Well 4/25 I went to cancel the order and was told I would have to pay $ 450 before I could get my refund. I don't have the hearing aid. I felt pressured to use them instead of my insurance. I am 77 years old.

  Business response

  05/06/2024

  As I reviewed the documentation for this case, I found that the purchase agreement was signed and the section which explains the fitting/restocking fee was initialed by Mrs. *****. So, nothing was done in this transaction without the patient's consent. Also, I found a delivery receipt showing that Ms. ***** picked up her hearing aids on April 30, 2024, after this complaint was filed. 

  Mrs. ***** mentioned being 77 years old. It should be mentioned that we will not do anything to take advantage of anyone, regardless of the person's age. We have contracts and we simply follow the agreement made at the time of sale.

  Best regards,

  ***** *****

   

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Could not understand what people were saying, took back they adjusted them to loudest point, I still couldn't understand what was being said by people, I was dissatisfied with the hearing aids, the man said I could bring them back if I was dissatisfied, the place charged me about 1200.00 over what they told me, when they sent the bill. I took them back to them, and the man got smart and wouldn't take them back. I called the main company and they told me to take them back and leave them there. I took them back and told Mr. ****** what the company said and that could he could call them I left them there, I also called the finance co and told them about it and they said  to take them back and get them to call them and let them know and everything would be took care of. Instead of doing that, Mr. ****** sent the hearing aids back to me by Fed Ex; so i sent them back by 1st class mail on Feb 27th.

  Business response

  03/08/2024

  Mr. ***** was not overcharged. His signed purchase agreement and financial paperwork reflect the amount stated and the amount paid are the same. With Mr. *****'s written and signed permission, I will provide the documents to you for review. Do understand that due to privacy restrictions and HIPAA, I cannot release any documents without written permission signed by Mr. *****.

  Additionally, Mr. *****, who has purchased hearing aids with us previously, was aware that there is a thirty day return policy. He purchased the hearing aids on November 10, 2023, but dropped them off in our office on February 14, 2024. This is in breach of the agreement. 

  We follow our contracts specifically. In doing so, no refund is possible.

  The hearing aids were sent back to Mr. ***** on February 29, 2024 via courier service. A separate certified letter was mailed to him via USPS outlining his breach of our agreement.

  Best regards,

  ***** *****

  Customer response

  03/25/2024

  
  Complaint: 21403927
  

  See attached. 
  
  Sincerely,
  
  ****** *****

  Business response

  03/28/2024

  I am in receipt of the HIPAA form that Mr. ***** signed. 

  You will find attached the documents that Mr. ***** signed showing that everything about the purchase was fully disclosed. Additionally, in the most recent rejection of my explanation by Mr. *****, he stated that he was not tested prior to the sale of the hearing aids and that tested was test six years ago, at the earliest. Since I have a records release signed by Mr. *****, I have attached the most recent audiograms, one on on November 10, 2023 and another on December 15, 2023, in addition to the purchase agreement, agreement to financing terms, invoice, and the receipt of delivery of the hearing aids. 

  Best regards,

  ***** *****

  Director of Operations

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to the business office in Sulphur La 70663 and got a pair of hearing aids but they didn't work for me so they upgraded my aids for free. Those did not work well for me either. I kept complaining I wanted to return them. I had to call for appointment to do that. When I went to appointment the girl told me it was past due the time to return. I didn't make the appointment so I don't think that is fair. I just want to return them.

  Business response

  03/07/2024

  The ineligibility for a return remains despite the complaint. We can only work in the confines of the purchase agreement. The patient had the opportunity to return the hearing aids, but agreed to an upgrade. The agreed upon upgraded hearing aids were delivered to the patient on December 13, 2023 and the notes reflect that she was satisfied. On December 20, 2023, she requested a return, but was not willing to pay the fitting fee, which is clearly stated in the purchase agreement. Once the fitting fee is paid, we process a refund for the full amount, less the shipping and handling charge of $24.95, which is always nonrefundable. When she came into the office again on January 17, 2024, she was informed that she was beyond the trial period.   

  ***** *****

  Billedeaux Hearing Center, LLC

   

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a pair of Miracle Ear hearing aids in 2019. I was very pleased with the aids and the service at that time. As time passed, I realized I needed new hearing aids due to my inability to hear well. So in 2023, I again went back to Miracle Ear to purchase my second pair of aids in which my hearing test revealed that I had lost over 75% of my hearing in both ears. Upon the advice of my hearing specialists, Mr. ****** ******, I agreed to purchase new hearing aids for approximately 5,0.0.00 which is a large amount of money to me being a 93 years old retired man on a fixed income and presently living in a senior living community. I paid cash and received my aids. When they came in, I noticed they were larger in size of what I had been wearing. They did not have bluetooth capabilities, which disappointed me. But I did accept to buy them on the advice of my experienced specialists. Whenever I wore them, I had trouble with them squeaking, which was embarrassing, especially when people would tell me so, over and over. When I turned the volume down on the hearing aids, I couldn't understand what the other person was telling saying, not could I hear in church, while watching television, or at the movies. I went back to Miracle Ear for cleaning and adjustment, but that did not solve the problem. Mr. ****** suggested that I get new molds because he said my old molds were not fitting properly. I agreed to get new molds, costing another $130.83. That didn't help either! After many trips back to Miracle Ear, I felt that I had become a nuisance customer. I told Mr. ****** that the new molds would not stay in my ear because I have excessive oily skin as the molds were made of clear smooth plastic sliding out of my ear. When I told Mr. ****** this, he didn't understand me, and stated he had glued the tubes to my mold. I told  him that was not the problem. I left before I lost my temper and called later again on the phone. Mr. ****** replied, "You will have to go to your ENT doctor about your loss of hearing." I had already been to a doctor to see if I had wax obstructing my hearing. He found none. I was desperate, so I went to another hearing aid establishment. There I was fitted with hearing aids that had bluetooth capabilities and were smaller. I can now hear without the embarrassing squeaks! 

  Business response

  02/29/2024

  Unfortunately, in the one and a half year period that Mr. ***** owned these hearing aids, I have had no complaint filed by him. At this point, there is nothing I can do to assist him. By his admission, there is nothing wrong with hearing aids. He accepted them without Bluetooth capability. As for the fit, that is simply his word. I would have no way to refute that claim. Had he filed a complaint prior to purchasing new hearing aids elsewhere, I would have been able work with him on different fits and styles at no additional cost since he had already purchased custom molds. I cannot authorize a refund eighteen months after purchase and delivery of the hearing aids. Despite having a pair of hearing aids that he says he likes, if he chooses to come in and try different options, at no cost, to achieve what he desires with his Miracle-Ear hearing aids, I would certainly agree to that. His request for a refund, however, cannot be honored.

  Best regards.

  ***** *****

  Operations Manager

  Billedeaux Hearing Center

   

   

• Initial Complaint

  12/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  To whom it may concern, My name is ****** ******** and I am writing on behalf of my mother, ****** ********* who purchased hearing aids at the Ruston office in July. She returned the hearing aids a week after purchase because she wasn't satisfied with them. She advised the branch manager that she wanted to return them. This was done before the 30 day trial ended but she was never given the restocking fee amount to satisfy. The branch manager waited until after the 30 day trial period to tell her that she was stuck with the $6,000 balance. My mother is an elderly woman and this has stressed her completely out. I do not take kindly to that. I have made several attempts to reach the area manager who will not take my calls. I was told by ******* ******* last week that she would reach out to the area manager to obtain the amount for the restocking fee. I received an email today advising that the area manager is now not cooperating with the refund. We have been trying to verify the exact amount of the restocking/fitting fee for several months and the local office has been uncooperative. Let this communication serve as notice that if this issue is not resolved within the next 72 hours. I will take legal action against Miracle Ear Corporate, the Ruston Office and will leave a review reflective of my experience on every social media platform utilized by Miracle Ear. This experience has caused turmoil for our family and you will take accountability. If there is no immediate resolution the next communication will be from our legal team.

  Business response

  01/03/2024

  We have responded to this individual via his original complaint from Miracle-Ear Customer Care division. We presented evidence to them proving that we are operating within the confines of the purchase agreement that his mother signed. The Customer Care department closed the file. Mr. ******** then contacted us directly via email. We responded and, again, presented the evidence. 

  Prior to Mr. ******** reaching out to Miracle-Ear Customer Care and to BBB, he and his mother presented a document purportedly from the financial institution, Comenity Bank, from which they borrowed the money to purchase the hearing aids. The document indicated that the account was now closed. We contacted Comenity Bank who could not verify the validity. They made us aware that the debt is still in force. 

  Had Mr. ******** and his mother followed the terms of the purchase agreement, she could have returned the hearing aids. Unfortunately, they chose a different route in attempt to dispute the validity of the contract. Eventually, time ran out and the thirty day trial period has ended.

  We are not legally obligated to provide a refund and, as such, we will not alter our stance on this matter.

  Best regards,

  Chris Lamke

  Operations Manager

  Billedeaux Hearing Center

  Business response

  01/09/2024

  Ms. Arrington,

  First, there is no "hiding" behind a legal document. The document is what binds this agreement together. 

  Second, as I stated in the last response, the amount of the fitting and restocking fee is listed on your purchase agreement. That amount was known to you at the time of purchase. 

  Third, no one, including me, dodged your phone calls. You made the agreement with us. You either had your son contact us or he chose to contact us on his own. Whatever the case may be, I cannot speak directly with your son, as he is not listed by you as a party that we may speak with regarding your hearing health care or your purchase. Once he spoke with Miracle-Ear Customer Care, it opened the door for me to communicate with him. I did so in writing to avoid any miscommunication, as I became concerned after receiving the previously referenced letter that allegedly came from Comenity Bank; a letter which they denied as having any validity.

  Finally, this matter will not be solved through the Better Business Bureau, as they have no authority to render a legal decision. You mentioned in your response that you will take this matter to court. With that said, I would be happy speak with your attorney. However, until legal counsel is retained and we are under a lawsuit, we will have no further communication on this platform.

  With best regards,

  Chris Lamke

  Operations Manager

  Billedeaux Hearing Center/Miracle-Ear, Louisiana

  Customer response

  01/12/2024

  
  Complaint: 21038938
  
  I am rejecting this response because:

   

  Our attorney will be contacting Mr. Billedeaux. Not you. There is documentation where you were requested to call us several times and you have yet to do so. That is called dodging.  No further dialogue is needed with you because you refuse to be hoenst.

   

  
  Sincerely,
  
  Sandra Arrington

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  see Attached document
  ***** **** ** *** *** **** * *** *** ********* ********
  *****************************************************

  Business response

  08/17/2023

  First, allow me to say that you sent the original message on August 11, 2023. That was less than one week ago. I cannot be put under unreasonable time constraints. In the past, BBB provided at least 14 days to respond to a complaint.

  In regards to Mr. ******** complaint, he voluntarily signed paperwork, which we have on file, to have his hearing aid purchase financed through ******** ****, providers of ************ .Should Mr. ****** provided the necessary signed documentation for me to release the paperwork to you, I am willing to do that. However, I reiterate, only if he signs a release allowing me to do so.

  Otherwise, Billedeaux Hearing Center is under no obligation to check a patient's insurance and, furthermore, we are not under obligation to ask if a patient has or wants to use his or her insurance coverage. The patient must make us aware at the time of purchase that he/she will be utilizing insurance. We have many patients, some with insurance and some who are strictly private pay. I understand Mr. ****** would want to return, but the purchase agreement is enforce and we cannot reverse that agreement.

  To conclude, I want to be very specific in this answer. Mr. ****** states that we "turned him over to ******** **** without calling his insurance". We do not have to call a patient's insurance provider unless they request that we do so. If they do not make that request, we ask them if they will be paying by cash, check, money order, credit/debit, or third-party financing. Once they make a decision on payment, appropriate documents are signed.

  With no other reasons given or additional information about this case, I must decline the settlement request to end this valid contract and not pay the bill. 

  If you have further questions, please contact me.

  Best regards,

  Chris *****

  Operations Manager

   

   

   

   

  Customer response

  08/25/2023

  
  Complaint: 20450905
  
  I am rejecting this response because:

  I did not voluntarily anything.  they were to check my insurance first, they didn't.  They sign me with a bank without my ok.  Next thing a bill came from the bank.  I went and talk to them and told them to stop that bill.
  
  Sincerely,
  
  George ******

  Business response

  08/25/2023

  Mr. ******** claim is completely and, without question, false. We are not required to, by law or otherwise, check on insurance benefits for a patient. Should the patient ask for us to inquire about benefits, we can, at our discretion, check for benefits on his/her behalf. However, I reiterate, we are not required to do so. The second false claim is that the financing charge was placed on his account without his knowledge or permission. We have all of documentation necessary, signed by Mr. ******. As I mentioned in the first correspondence, if Mr. ****** signs a release form allowing us to reveal the documents to you, I am willing to provide them. I will not provide anything without the signed release.

   

  Customer response

  09/08/2023

  
  Complaint: 20450905
  
  I am rejecting this response because:

  I George ****** didn't give permission to make a loan. They told me they were going to check with my insurance and get back with me.  They didn't give me a price.  Next thing I get a bill from a bank, ******** **** which I didn't make.  I'll not pay the loan.
  
  Sincerely,
  
  George ******

  Business response

  09/08/2023

  My position has not changed and it will not change in the future.

  We have the signed paperwork that is necessary to charge Mr. ****** for his hearing aids. We are not obligated to check for insurance. I have stated all of these things previously. Additionally, I have said it twice, and this will be the third time, if Mr. ****** provides BBB with a signed document allowing us to release his purchase agreement and related documents to BBB, I will prove that his statements claiming that we charged him without his permission are false.

  Unless he provides the the signed document that I mentioned, this is the last correspondence that I will have through BBB on this case.

  Best regards,

  Chris *****

  
  

  Customer response

  09/18/2023

  
  Complaint: 20450905
  
  I am rejecting this response because:
  I did not volunteer anything.  They were to check with my insurance to let me know how much the insurance would cover.  I waited a couple of days and then all of a sudden a got a bill.  I got a statement from the bank that I have a loan.  I did not sign up for a loan.  I did not hear back from the business about how much my insurance would cover.  When I got the bill, I called my insurance and learned they would not cover the hearing aids.  I went to the office and told them my insurance would not cover the cost and to cancel the hearing aids because I had not heard back from anyone. I did not knowingly put my signature on anything about a loan. I am mailing the release for all documents today 09/18/2023. 

  
  Sincerely,
  
  George ******

  Business response

  09/18/2023

  As soon as I have a copy of that release, I will provide the documentation.

  After I provide the documents signed by Mr. ******, I expect this correspondence with BBB to end. If there is anything further that needs to be challenged, it will need to go through our office, internally, or through the court system.

  Best regards,

  Chris *****

   

   

   

  Customer response

  09/27/2023

  
  Complaint: 20450905
  
  I am rejecting this response because:

  Please find the signed HIPPA attached. 
  
  Sincerely,
  
  George ******

  Business response

  09/27/2023

  Find Mr. ******** paperwork attached. His signature is on the Purchase Agreement, as well as the financial paperwork from ********************. These documents obligate Mr. ****** to the decision he made to purchase hearing aids. In these documents, make sure to note that nothing is contingent upon us checking insurance. We are not required by any law or company policy to verify insurance. In fact, the purchase agreement states that, once executed by the patient, the purchase price is owed in full. There is absolutely no stipulation that allows a patient to exit from this contract due to insurance not paying a claim or not paying in full.

  Best regards,

  Chris *****

  Customer response

  10/11/2023

  
  Complaint: 20450905
  
  I am rejecting this response because:

  The letter I receive Monday 10-3-2023 is the first time I ever saw it.  I never sign agree with them.  I never had any more contact with them since I told them to cancel the bill. 
  
  Sincerely,
  
  George ******

  Customer response

  10/23/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .20450905, and find that arbitration is necessary.

  Sincerely,

  George ******

  Business response

  10/31/2023

  I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID 20450905,. I understand that because I have decided to not pursue arbitration that BBB must close my complaint. I also want to make it clear that I fully expect that my BBB rating will not be negatively affected by this decision to refuse BBB arranged arbitration. Every protocol and mandate under Louisiana law and the Louisiana Board of Hearing Aid Dealers was followed precisely and exactly as mandated. The documentation of such was provided to you.  

  Best regards,

  Chris *****

  Operations Manager

  Billedeaux Hearing Center, LLC 

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My parents went to Miracle Ear in West Monroe, Louisiana, in June of 2022 to purchase hearing aids for my mother. Mother was fitted with a mold on June 13th, 2022, and paid the sum of $5,000 and told to come back in one week to pick them up. When she went back, they said some of the parts were missing. She went back in one week and took them home. They did not fit properly and hurt her ears so she returned them a week later. She only had them a full week. The person at Miracle Ear told her they would send them back to be remade. They did not call them to pick them up again. My dad called and spoke with a representative and was told they were on back order. When he told the person to just forget it, he wanted his money back, he was told that that was not possible, it had been over 30 days from purchase and they would not return his money even though she only had them in her possession for a week. This is totally unfair. This company has scammed my parents out of $5,000 and should be made to refund the entire $5,000.

  Business response

  09/22/2022

  If her mother is the patient, I will need her mother's name. Also, the release should come with her mother's signature, as her father is not the patient. I do understand that sometimes people may find this inconvenient or a type of stall tactic, but, be that as it may, I must make certain that no HIPAA regulations are violated.  

  Best regards,

   

  Chris *****

  Operations Manager

  Billedeaux Hearing Center

  Business response

  10/05/2022

  In the interest of quicker responses, it would have been beneficial to have this new information upfront.

  In light of the new information, I have escalated this to the franchise owner.

  Best regards,

  Chris *****

  Operations Manager 

  Billedeaux Hearing Center, LLC

   

   

  Customer response

  10/05/2022

  
  Complaint: 18043826
  
  I am rejecting this response because:  I neither accept nor reject this response.  Who is the franchise owner?   I want full restitution for my parents immediately.
  
  Sincerely,
  
  Beverly ******

  Business response

  10/07/2022

  There are multiple inaccuracies being reported by Beverly ***** ******* 

  Here are the facts:

  The patient purchased hearing aids on June 13, 2022. The hearing aids required customization in the form of ear molds to fit in the patient's ear canals. They were ordered the same day and, when they arrived in our  office, a call was placed to the patient and her family. They were unreachable. At such time that we did reach them, the hearing aids were delivered to the patient on July 1, 2022. On July 8, 2022, the patient came in for an adjustment and a decision was made to make a physical adjustment to the hearing aids for a better, more comfortable fit. This required that ear impressions be created and shipped off to the manufacturer so that the ear molds could be produced. At the time of this appointment, there was no discussion about returning the hearing aids.

  On August 19, 2022, Mrs. *****' husband called to inquire as to when the hearing aid ear molds would arrive, so our office staff contacted the manufacturer. In the interim, the modified ear molds arrived in our office and attempts were made to contact the ***** family. This happened just a few days after August 19, 2022. We were not able to reach the patient's family until August 31, 2022. It was at that time that Mr. Leonard ***** told our staff to cancel the order. That was not possible as the patient had the hearing aids for a period over thirty days, which is the length of the trial period that is specified in the purchase agreement. Mr. or Mrs. ***** or their family could have requested a refund at any point between July 1 and July 30, 2022. That never happened.

  It should also be noted that while we have no idea what "missing parts" Ms. ****** is referring to, there were no parts that were missing.

  On the matter of the refund, that request is denied. If the family of Mrs. ***** permits, the signed purchase agreement can be provided to BBB for review.

  If you have any further questions, please let me know.

  Chris *****

  Operations Manager

  Billedeaux Hearing Center, LLC

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩