Complaints

This profile includes complaints for Alps Mtn. Affordable Hearing Aid Center, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Alps Mtn. Affordable Hearing Aid Center, Inc. has 7 locations, listed below.

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  Alps Mtn. Affordable Hearing Aid Center, Inc.

  245 New Market Ctr Boone, NC 28607-3993

  
• 

  Alps Mountain Affordable Hearing Aid Center, Inc.

  37 13th Ave NE Hickory, NC 28601-3747

  
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  Alps Mtn. Affordable Hearing Aid Center, Inc.

  4128 Vanessa Dr Ste C Southport, NC 28461-9284

  
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  Alps Mtn. Affordable Hearing Aid Center, Inc.

  800 Jefferson St Whiteville, NC 28472-3710

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  Alps Mtn. Affordable Hearing Aid Center, Inc.

  111 Winston Rd Jonesville, NC 28642-2215

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/5/2024 I went to ********* Affordable Hearing in ************, ** on a recommendation from TrueHearing, which is a 3rd party provider for my insurance company ******** ******, to have a hearing exam and order hearing aids since my insurance would cover$799 per aid. ***** was the specialist that took my test and sold me the hearing aids. I was told that the insurance would be used for these hearing aids. I agreed to the $2540 CareCredit loan thinking I was getting a terrific hearing aid. I signed the paperwork and orderd the aids on 6/5 for the CareCredit with a 30 day Money back guarentee. I started making the monthly payments for the hearing aids which I did not receive until 8/27/24!!!! I called several times to find out what is taking them so long since the normal time frame per TrueHearing is 1 week to receive new aids.Why did i have to wait over 2 months?? I thought these aids would be Bluetooth as I was explained, but they didn't work for me that way since I don't have an iphone of which they are compatible with. I didn't like their performance. I had an office appt for 10/9 to return them but ***** was out of town so I couldn't drop them off until she returned. I came back on 10/18/24 and returned them to *****. (Doc. provided) Per TrueHearing I should have a ********************************************************************** like they should have. Per TrueHearing, Alphs Mtn did not supply me with OPT OUT PAPERWORK which would cancel out the 30 day trial period when the order was placed. They misinformed me about the insurance.I am seeking to have the $2540 amount credited to CareCredit so that I have a $0 balance with them. I have so far paid $567 which I want refunded to **** was told in Dec. that I would be getting credit but I have not seen anything yet. I put in a dispute 3 times with CareCredit and also with TruHearing. TruHearing Tel# ************ CareCredit Tel# ************

  Customer Answer

  Date: 03/21/2025

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 03/24/2025

  This is a simple answer the patient had 30 days. She recieved the hearing aids on 8/27/24 and tried to return them on 10/18/24. The return period was far gone and refund could not be given to the patient.

  Customer Answer

  Date: 03/24/2025

   I am rejecting this response because: I Did return the hearing aids on Oct 18. They should at least honor the $380 restocking fee charge which is what was agreed upon by TruHearing and Alphs Mt . I am not going to pay for something that I don't have or want. I should have cancelled the order I placed on June 5th. Why did it take over 2 months to receive the hearing aids to begin with. I will take them to court if this situation is not rectified. 

   
  

  
  

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hearing aids were returned before the end of the trial and still haven't received a refund

  Customer Answer

  Date: 02/24/2025

  The business owner asked me to remove the complaint before we can get a refund.  I responded to him that as soon as we receive the refund we will remove the complaint.

  
  

  

  Business Response

  Date: 02/26/2025

  Sorry for the delay in answering this complaint. I have been trying to speak with the patient to come to an agreement however it is not possible. First off all the communication above is not from the patient but from the husband of the patient. **** Page is actually the patient that we saw. Hearing aid were sold to the patient to assist in helping the patient with a moderate to severe binaural hearing loss. The hearing aids were delivered to the patient 1/26/24 and patient came back in on 1/31/24 wanting the hearing aids turned down. 2/9/24 was the orginial check up date which would have given the patient enough time to wear the hearing aids and get use to them. She wanted them turned back up since we had to turn them down too soon not giving them enough time to retrain her brain to accept the better hearing. Once this was back where we started everything was fine. Suddenly on 2/19/24 without any explaination or attempt to let us help the patient the husband returned the hearing aids. As stated on the contract a trial period is given for us to make adjustments to assist the patient in getting the hearing they need. We go over and beyond for everyone however in this situation we were not given a chance to make a adjustment or further help the patient. That is their choice but as stated in the contract will result in a 15% restocking fee which pays for the time we took to assist the patient, test the patient and for the hearing aids to be sent to the manufacture who took the time making the hearing aids. 

  Now as to the credit to the CareCredit account. It was disputed with the finance company which locked it up for several months. We issued the credit to the Carecredit account for the orginal amount minus the 15%. It was denied by the patient which stopped the transaction. Not until most recently did I find out that it was never accepted because once we issued the credit it was marked in our system as settled. I recently have had discussions with the patient giving them a chance to fix this complaint but they would not do so. I have resubmitted the transaction for the orginal minus the 15% and it is now up to the patient once again to accept the amount. We have done everything stated in the contract and gone over and beyond attempting to fix this matter. As of today the only thing the patient must do is accept the amount from the finance company. 

  Thank you 

  ******* *. Cline 

  Customer Answer

  Date: 02/26/2025

   I am rejecting this response because: 

  The owner's response is not accurate.  My wife returned the hearing aids on 2/19/2024.  She was told that we would receive a refund.  I became involved when we never received the refund.

  The purchase agreement states "if a return would take place, you have 30 days from the date of purchase to receive 100% of your money back unless stated."  It is unclear if the owner is arguing that the hearing aids were returned 7 days early and that is why he is not providing a full refund.  "30 days from the date of purchase" normally means that the hearing aids could be returned any time during that 30 day period.  My wife sat for the fitting and gave them multiple attempts to adjust them.   

  We have never rejected a refund (full or partial) from the finance company.  

  If we try to dispute the charge with the finance company, our dispute is rejected because of some documentation the owner is providing them.  The owner is not disputing that we returned the hearing aids.

  This issue has not been resolved yet.

   

  
  

  

  Business Response

  Date: 02/27/2025

  Please listen we are not and have never disuted that the patient is not entitled to a refund. However the 15% is being taken from the refund because we were not allowed to make the needed adjustments to the hearing aids to help the patient. We spend lots of time free of charge working with all patients. Wearing hearing aids takes time sometimes getting use to. The patient developed the hearing loss over many years so getting the best hearing possible takes a little time getting use to. We were not given that time to make adjustments to help her. In fact for weeks everything was fine patient did not need anything from us until out of no where they dropped the hearing aids off without explanation or attempt to let us help them. We have credited the account for the patient minus the 15% as stated on the contract.

   

  Customer Answer

  Date: 02/27/2025

   I am rejecting this response because:

  This issue isn't resolved until we receive a refund -- either partial or full.  The contract required 2 adjustments -- which she completed.  Ultimately she was not satisfied with the hearing aids and decided to return them.

  This was over a year ago.  And still no refund.

   

  
  

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* I used my ****************************************************************** Lincolnton NC offic and paid $2540.00 copay. After two week I went by and ask why I did not receive a call last week to come in for a fitting. *************************** said was a supply chain issue. Never received a call from them why late. After a month I went and told him I wanted my credit card refunded. ************ office had to do it. I have never saw or touch a hearing aide! They called and wanted me to meet with *******************. i said no I want my credit card credit back! Wanted me to do a 30 days trial and then seek a refund. I said no! Later ********************************* (mother of ***************************) called and wanted to talk to me about a restocking fee. I told her to go to H*** How call I have a restocking fee on hearing aide I have never seen or even touched. On my complaint to my credit card with ********* they "forged my name" and sent a paper to ********* saying I had received hearing aides. So I have never received any refund on my credit card after over seven months. These people are crooks ripping off senior citizens. I am filing Federal charges against them. They need to be put out of business. So since ******* I have no hearing aides. I care for my wife with advance Alzheimer's disease. These are the worse kinds of criminals that need to be in jail. They should have a "F" rating and how they have a A+ from the BBB is far beyond me. *****************

  

  Business Response

  Date: 08/15/2024

  In all of our years of business I have never had a patient as mean and distructive as *****************. The patient ordered hearing instruments through his insurance and paid his insurance. It took time to be approved and lead to delay in hearing aids arriving to the office. The process of goin through insurance takes time. However, ************ wanted it on his time. He walked into our office while me and my staff were in appointments and could not see anymore patients that day. The hearing instruments had arrived at the office the day before and we asked the patient to come in the following day to get them. He was mad he could not get them right then and starting screaming at all the staff and demanded a refund by insurance. We made many attempts to let the patient know that both us and his insurance company were trying to fix the issue with him. He refused to answer either of our numerous phone call attempts. Insurance did refund the amount to his card. At this point ************ had decided the best course of action was vandilizing our property for the next few weeks. This started with the slashings of our emploee's tires; followed by the spreading of ***** matter along our entrances. ************ would strike again the next night by delivering four pounds of raw tuna through our mail slot in the door. This covered our waiting room forcing us to cancel appointments and spend time cleaning up instead. The next few days we would be left with Mr. ****** previous nights dinner spread along the exterior of our ****************** We even went as far to hiring a private investigator to help collect evidence to help in **************** arrest. This is when we learned he had cut the internet lines around our building to prevent us from seeing patients for a few more days. In conclusion, Mr. **** is person of little patients and poor behavior. We cannot help that the insurance company needed a few days to approve him for hearing instruments. Neither could we help in the credit card company refunding his money any quicker. We have done everything in our power to resolve this issue and put Mr. **** in the past for good however he is still making stops by our office in which the authorites are aware of. 

  ALSO FOR THE RECORD THE PATIENT STATE IN COMPLAINT THAT *************************** WAS PRESENT. HOWEVER **** HAS NEVER BEEN TO LINCOLNTON OFFICE AND DOES NOT SEE PATIENTS SO WE BELIEVE HE IS LOOKING UP STAFF ON THE WEBSITE AND FILED THIS COMPLAINT WITH ****'S NAME.

  He is going to trial soon for the slashing of employee tires followed by a loss of damages case against him as well in which all cases are video recorded with evidence. 

  PLEASE SEE THE ATTACHED DOCUMENTS AND COURT DOCUMENTS!

   

• Initial Complaint

  Date:05/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 23rd I went in for free hearing test I left and went to another hearing b test May 9th Miracle Ear the final hearing test at ******** which I purchased hearing aids from. This ***** opened a charge account in my name and sent me a bill for $3400. I never opened this account or got his ********************** aids or signed for anything. He should be put out of business.

  

  Business Response

  Date: 05/28/2024

  As you can see from the written complaint the patient has no reasonable logic. We not able to set a patient up with financing with out them giving and entering private information that we cant get unless given to us. The patient signed up for financing with CareCredit the day that she attended the appointment. She did call back to our office to cancel the order she placed three days later. My question is this if you did not order hearing aids then why would you call back to cancel them. Canceling the order was not an issue at all in which we stated that we would return the hearing aids ordered for her which had shipped to us. Once the aids were returned and paperworked signed for the return by the patient then everything would be credited back to her account. However when we called to explain she hund up on our staff and has not returned any phone call that we have made to her. We have reached out to her seven times with no return phone calls. Three of which I personally have made to correct this issue. We did nothing wrong and will see to it as always that the patient is taken care of. 

  Sincerely 

   

  ****************** Cline 

  Customer Answer

  Date: 05/28/2024

   I am rejecting this response because:
  
  I did not sign anything and canceled the order which he sent in. I did not receive any hearing aids. I did not open a charge account. This is fraud. 

• Initial Complaint

  Date:02/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dispute started on January 30, 2023. I went back to ******************** in three business days of my office visit January 26, 2023 to cancel my hearing aid order. I spoke with ******* the office manager. Told her I was not satisfied with the service of exam and that Aetna my health insurance said that Alps Mtn. Affordable Hearing ************** did not participate with Nations Hearing. She said the order had already been placed with ********* Mfg and it would take up to 30 days to cancel. I told her to stop the credit with Care Credit and again she advise she would not be able to do that. Note: I was not given any receipts of purchase on the initial visit on January 26, 2023. She wanted me to set up an appointment with ******************* and told her I was not interested and wanted the order canceled. Two weeks later I get notice from ************** billing notice. I contacted Care Credit to advise I had cancel the order in three business days. Care Credit sends me notice that they favored Alps Mtn. ******************* and employees lied to Care Credit. Sent statement I got hearing aids and did not know there were any issues. I had to get my attorney to call Care Credit and advise I never got hearing aids and was not going to pay for something due to fraud. I finally got most of the charges removed in September 2023. Care Credit still is charging me $340.00. I started two more disputes and ******************* still is playing the game. Care Credit ************** are not transparent in the disputes. They will not provide information to their findings. I have started another number 5 dispute on February 20, 2024 sending them copies of cancellation I got from ******************* office on April 4, 2023 again. Alps Mountain Affordable Hearing *************************** is a very unethical business if you decide not buy from them. No Senior Citizen should be put this kind of abuse.

  Customer Answer

  Date: 02/26/2024

   

  The above are the only cancellation documents I received from Alps Mtn on April 4, 2023.  I was not given the opportunity to cancel the hearing aid order on January 30, 2023. There should be a cancellation policy with a fee usually.  ******************* did mention to me on April 04,2023 they charge to cancel an order but would wave sense I was having issues with them.  Telling me that the order had already been placed and I would have to wait up to 30 days is not right  knowing I had made new credit arrangements with Care Credit. This would tie me up with all the mess I dealing with now with Care Credit for over an year.  I can send you the First Dispute finding from Care Credit showing receipts of aids, copy payment method and statement on Alps Mtn letter that I was a current customer and did not know there was and issue and that I got hearing aids.  That statement got hearing aids was a false statement.  If I got the hearing aids, please have ******************* provide the serial numbers on that order.  That can be verified with ********* MFG.
  

  

  Business Response

  Date: 02/27/2024

  I have exhausted all measures to help this patient. Patient originally stated that his insurance did not cover hearing aids and I let him know that the insurance did indeed have coverage for hearing aids. The coverage is through Nations Hearing.
  
  Patient has lied numerous times throughout this ordeal.
  
  All monies have been refunded in full to the patients CareCredit account. After the full refund was given, patient has continued to file disputes with CareCredit which were denied by CareCredit.

  
  Regarding the $340.00 charge, patient will need to contact to CareCredit directly.  CareCredit confirmed that patients account has been refunded and closed.
  
  Sincerely,
  ****************************
  

  
  

  Customer Answer

  Date: 03/06/2024

   I am rejecting this response because:  

  ******,  I did get the February 27^th email.  I open up and saw where you folks sent my PDF to ******************* but did not see where he had made a reply statement.  That is my fault.  However,  I need to reopen this complaint so to respond back to ************************* Statement.  ******************* says he canceled the my hearing aid charges with Care Credit.  The total charges was for $2,340.  **** says he does not know about the $340.00 with Care Credit.

  I spoke with ******************* Credit this morning which I have a pending dispute with the $340.00 charges.  As mention they are not transparent but did get the lady to tell me this morning when the cancelation was done.  The cancelation was made on July 6, 2023 of the amount of $1,997.50.  Alps Mtn did not send the original cancelation on 4/04/23 when I came in their office to get sign cancelation.  In fact I had to fax to Care Credit on 4-25-23  the signed receipt with copy of the original receipt of $2,340 when I called about the cancelation.  *************************, you are dishonest about the outstanding Care Credit Charges.

   

  Let discuss his first statement about Nations Hearing.   I called Aetna Health and Nations Hearing on January 29, 2023 to see if they processed a claim on the hearing aid order.  Said no and I would need contact Nations Hearing to discuss if Alps Mtn was a participating provider.  I knew my Aetna PPO did not cover hearing aids benefit.  However, if I chose to change my plan, then I needed to see if Alps Mtn ******* store did participate.  Nations Hearing said Alps Mtn ******* store was not in network.  Said the Alps Mtn ********** ** store did, but would not honor coverage at the *************. I told ******* the office manage on January 30 when I came in their office to cancel the order.  She told me they were participating and I said not so. She would need call Nation Hearing  and speak to Provider Relations about.  The way that works,  Nations Hearing sets up the arrangements with member and merchant to type of aids you are getting.  This is a call that the member makes to Nations Hearing to get the discount or should be assisted with merchant at time of sale. 

  The Alps ************* is asking senior patients for their health insurance card and making person think they may be getting insurance to cover or discount.  This was the case for me when I came into their office on January 26, 2023.  This conversation did not occur on January 26, 2023.  Nations Hearing does not have any communications that Alps Mtn placed an order on January 26,2023.

   

  Your assistance is appreciated to get complaint reopen.

   

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

  
  
  
  

  

  Business Response

  Date: 03/13/2024

  Credit was issued in full back in june of 2023 as stated on the above documents. Also attached is the copy of the document showing that the patients account is closed not available any longer. When our office called months ago they stated the account was credited by us in full and the patients account was closed.

   

  Thank you 

   

  ****************** Cline 

  Customer Answer

  Date: 03/18/2024

   I am rejecting this response because:
  
  
  ****, the attached invoice is not matching up with Care Credit **************.  I spoke with a Manager March 13, 2023 and she is saying they show a 15% restocking fee.  It has taken six months to get Care Credit to tell me why I am being charged with interest $372.50 and as of the March statement $404.50.  I have sent your invoice to ************** to sort out with your statement that you have refunded the total amount which does not show a restocking fee of 15%.  I did not sign a contract on 1-26-2023 or did the 4-04-2023 cancellation document done in your office list on that agreement page I would be charged a cancellation or restocking charge.  You failed to send in the cancellation on 4-04-2023 and waited to July 2023 to cancel and leave me with a balance to pay.   My account is closed with Care Credit Synchrony.  I am sure you can contact them and clear out the remaining restocking fees against my account.

• Initial Complaint

  Date:10/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was pushed into this agreement with Alps with the understanding that if not completely satisfied, I could return within 30 days for a refund which was not the case; I had to make a follow-up appt to discuss why I did not like the hearing aide. Which I did and the owner took possession of the hearing aide and told me that he would have to see if the company would let him return the hearing aide and he would call me the next day. He never called and, in the meantime, I purchased a different hearing aide that I liked better and which was much more affordable. Yet, I continue to receive a bill from **** ****** for the $5,000. I am not paying for something I do not have.

  

  Business Response

  Date: 10/10/2023

  I would like to say that the lady that helped the patient with her hearing test and consultation was and has always been extremely professional. She gave the patient all the options and the patient is the one who choose the treatment plan that she recieved. There is no pushing patients to get hearing help. We provide the options and our recommendation and the patient chooses which treatment program they want. I Jeff C**** can speak to the appointment that I had with the patient and stated to them that a refund in full was not possible after the alotted trial period. We would be glad to move to a lesser treatment program because it was not an issue with the hearing instruments but rather a money issue that the patient did not want to pay. I presented her a couple options and filed paperwork with the manufacture to switch to a cheaper option. Once the new instruments would come in we would call and get her back switching them out to the lesser treatment program and giving her a credit to her account. I attempted several calls, not until a week ago did we get ahold of patient and was told that she bought a set of the internet and wanted a full credit. We told the patient that a full credit was not agreed upon and that the exchange to less expensive hearing aids was the option she choose. At this time our office has placed the credit her account with the remaining amount being for the less expensive treatment plan. We have made several atempts to get patient into office to handle this manner the correct way one on one with documents infront of the patient but the appointments have either been canceled or she will not return messages. 

  Thank you 

   

  Jeffrey C. C**** 

  Customer Answer

  Date: 10/10/2023

   I am rejecting this response because:
  
  
  
  
  I was told that I was under no obligation to keep the hearing aide if I was not completely satisfied and this is not true.  Once I signed, I was locked in and no refund was allowed.  I just want the refund, as I do not have the hearing aide and I don't want the hearing aide.

• Initial Complaint

  Date:09/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2023 I went into the ****** ***** location for a hearing test. I was told I needed hearing aids. The office staff said they verified my insurance benefits that day and that the cost was $5200 out of my pocket after insurance. I signed up for care credit and made my first payment in February. In March I received a demo model of the product because mine had not come in yet. I continued paying. In May I contacted my insurance myself and was told there is a hearing program that would only require me to pay $2500 out of pocket for hearing aids. I still had not received my hearing aids that were ordered. I contacted business and they said the person verifying insurance was new then that it was insurance company fault because it takes til April or May for benefits to show for the year. I had already been employed long enough for all health benefits to be available to me. I signed up with hearing program, they sent info to business. Business gave them information on aids that I needed. I had to pay $1040 to insurance on my credit card. I told business this. They said they were going to take care of getting all money I had paid to care credit reimbursed and the balance would be done there. That was approximately 2 weeks ago. I was told not to make my 9/10 payment but it’s still showing and I contacted care credit and no one from alp mtn hearing has called them about my account. So basically I still owe a balance of $3646 out of $5200 and I’ve also double paid by having to pay through my hearing aid program with United health. The owner of business seems to keep giving me the run around. I just want my money back from care credit and that balance gone because the person in their office didn’t correctly verify my hearing benefits the day I agreed to purchase the hearing aids.

  Customer Answer

  Date: 09/17/2023

  I went to the ****** ***** location. Emily told me I would be getting a refund but they are still trying to work with their representative. It’s the same thing they keep saying. I don’t get any follow up until I call them and nothing is getting resolved. I made the last month’s payment so my credit wouldn’t get hurt and I wouldn’t have to pay a late fee. I’m certain I will keep having to do this because they don’t seem to follow up with their contact until I call for status. Then they say they called “yesterday or this morning” when they said they were calling them weeks ago. 
  

  
  

  

  Business Response

  Date: 09/22/2023

  We have been in the process of filing insurance for patient that she presented to us after the orginal purchase. This means that we had to work backwards on the matter taking much more time than normal. However we met with the patient less than 2 weeks ago and patient was doing great with the hearing aids and we told her that she would be recieving a credit to her account for the difference. I asked insurance to supply me the correct amount of the hearing instruments so that I would be able to issue the correct amount of credit to her account. My staff updated patient a week ago and patient agreed that everything was fine and was going to cancel this with BBB. Was even on the phone when she left our office. That was the reason we have not gotten back with BBB. As of yesturday the credit had was in processing and it should clear for statement by tuesday of next week. We have worked so hard for the patient. It really bothers us that this is not our issue but something that we had to work out with insurance and was at their mercy. 

  Customer Answer

  Date: 09/22/2023

   I am rejecting this response because:
  
  The insurance issue occurred because the office staff who verified my insurance at the original purchase did not do it correctly. Yes, I did meet in the office on 9/7 and was told I’d get the refund but it’s not resolved yet. My payment will be coming due again on the 10th. It does take time for insurance but if the office staff had verified my insurance correctly in January we would not have this issue. I had to contact my insurance to find out it wasn’t done properly to start with. I was even told by Emily that she and Jeff agree that this can’t happen again. I have to continue to work with this office for my cleaning and maintenance so I don’t want a difficult relationship with them. I just want the issue resolved and my money refunded.  That’s a lot of money for me. I’d like to keep this open until it is resolved.