Complaints

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought hearing aids from Acute Hearing went there 11/21/23 and paid 1750.00 down they said they would file the insurance claim with my insurance but they never have went 12/6 /23 picked up hearing aids paid another 1544.50 for total of 3294.50 they still have not filed a claim with my insurance as of 5/124 would appreciate if u can help us with this matter.

  

  Business response

  05/06/2024

  We apologize for delays with the processing of **** ******** claim, but the fault lies with **** and I have attached the claim history as proof that it has been filed and details follow. Claim history has been attached as a file. The claim was sent for processing on 12/7/2023 and accepted by ***** ** on 12/13/2023 with claim #*******************. The claim was accepted by ******** on 12/14/2023. On 1/4/2024 ****** **** requested additional infor from Acute Hearing and that information was provided on 1/5/2024 to ****. On 3/25/2024 our isnurance processor spoke to ******** to determine that they are a third party administrator for **** and *** ****** has been contacting them for updates, not ****. ******** does not receive the claim until **** sends it to them for procvessing. Acute Hearing cannot send the claim directly to ********; it is required that it go through and be sent by ****. Claim has been sent to **** by ACute Hearing and accepted by them in December of 2023. **** has received the claim but is taking longer than expecetd to process the claim under the guise of credentialing issues. There are currently no outstanding credentialing issues with **** and Acute Hearing. The claim is being held up at **** and we have no control over how and when they process these claims. To my knowledge, patien hasn't called ****, but has called ********. As a third party administrator, they won't receive the claim until **** sends it to them. We have communicated with *** ******, these details, vis phone or email on the following dates: 2/15/2024, 2/23/2024, 2/23/2024, 3/25/2024, 3/26/2024, 4/2/2024, 4/11/2024, 4/12/2024, 5/1/2024. We have not been paid by **** either and so the claim is holding up payment for both the patient, and ourselves. We would like nothing more than this claim to be paid, but are held hostage by **** at the moment. We continue to work this claim and send inquiries weekly to ****. Thank you for your time.

  Customer response

  05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

  Customer response

  05/08/2024

  I am not allowed to contact **** I have to go thru ******** **** will not give me any information Acute has done nothing except give us the run around I talked to ******** yesterday they said I was doing everything right they are going to try set up 3way calling with Amy H****** 

  

  Business response

  05/16/2024

  Claim was sent for processing on 12/7/2023. Claim was filed on 12/13/2023. Claim was accepted by **** with claim #******************* on 12/14/2023. This is supported by the claim history form that has been uploaded/attached here. If the claim was not filed and accepted by ****, then there would be no claim number for the patient's claim. Claim numbers are only generated when the claim has been filed/accepted. **** is incorrect in what they are relaying to the patient. The patient is calling ********, a third party administrator, not ****. I have advised the patient of this on: 1/22/2024, 2/15/2024, 2/23/2024, 3/25/2024, 3/26/2024, 4/2/2024, 4/11/2024, 4/12/204 and 5/1/2024. This claim is being held up by **** and not on our end. The patient should call **** to inquire on why they are delaying processing.

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to get hearing aids, had a hearing test, signed up for two hearing aids - also paid for the aids. I waited for the aids and when it came I put them on they sound good in office but when I started to drive home, the hearing aids were so loud not nothing but noise and I had to take them off. I went back they adjusted them, and I had them a week, and went back and cancelled the order and asked for money back $6598.00, but she charged me $659.80 and I complained that this was too much, and shouldn't pay for the aids that they had made, I complained I said that was a ripoff. I am willing to pay for the aids they made to fit my ears but it did not cost them $659.80. I think I should get some of the $698.50 money back. They called the $659.80 a Restocking fee.

  

  Business response

  04/11/2023

  The patient signed a Purchase Agreement in which the fee charged for returning his treatment plan, was clearly stated. This fee is in accordance with the requirements put in place by the State of Ohio Board of Speech and Hearing. Not only does this fee help cover the price that is charged to us by the manufacturer for returning the devices, but also for the appointment and services, for which are bundled into the price of a treatment plan. If a treatment plan is returned, it is understandable that a business would then bill for those appointments and services. This fee prevents us from having to bill separately for each visit, and actually minimizes the financial impact to the patient. We are in accordance with the legal agreement the patient voluntarily agreed to and will not be offering a refund. Thank you for your time.

  Dr. Amy H******

  Doctor of Audiology

  Clinical Director

  Acute Hearing

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was ask to sign up for a warranty I think cost of 36.50 per month i was given no paper work or never received any thing in the mail had to give acute hearing my routing number and account number from my checking account I have been in contact with Mary at acute hearing I fairfield and few others to get this cancelled but have not gotten any corporations from any one

  

  Business response

  02/20/2023

  Patient's account has a note on 1/24/2023 that he wished to cancel his service package monthly payments. We were happy to oblige and stopped his payments ending in February, as that payment was less than 30 days from the process date. February 16, 2023 was his last payment and you can see by the attached statement that his balance is now $0, meaning it has been cancelled. We honored the patient's request as soon as possible given he is set up on monthly payments. He was provided with a statement when the service package was purchased, which contained the line items and the expiration date of such.

   

   

  Customer response

  02/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ******
  

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For over 5 years, I been wearing hearing aids, that I purchased from Acute Hearing. I have had good service using there hearing aids. Last year, I heard about some hearing aid, can be programed to be used thru your cell phone. So went to Acute Hearing and they ordered me a pair to be delivered to my house. I paid Greg A $4,198 for them and was delivered on 1-17-22. I was told that the new hearing aids, would not work with my current Samsung cell phone I had. Greg go online with the main office for Acute and he printed me a list of cell phones that are compatible with my new Acute hearing aids. So I went to Verizon and got a new Pixel cellphone that was on there list. On 1-27-22 I took my new hearing aids and new cell phone to Acute, to have **** program my phone to work with my Hearing aids. He showed me how the hearing aids worked with my new phone. Took all home with me and was much nicer to hear phone alerts and voice thru my hearing aids. A few weeks went by and was having a problem with the left hearing aid. It would cut off and go to a loud scratchy noise.. I tried pushing the button to change sound from normal to crowd. That did not work. So called Acute and they squeezed me in.to look at it. **** did not say what was wrong, and was glad he fixed it. Less then a week, happened again. Took back again. Continued to happen, so I asked **** if I could return them. He called me a few days later and said it was to late. Acute did not give me or hearing aids did not have any paper work with them, explaining about a warrantee on them. So paying over $4,000 for there hearing aids, was told they could not do anything about them for me. Paper work I got with the hearing aids, states they are made by Starkey. I believe that is the same company that owns Acute. I directed this complaint to the BB because I purchased my hearing aids, thru Acute. I am going to copy this message to Starkey, if I can. Thank you, Fred R

  

  Business response

  04/15/2022

  Mr. ******* signed and was provided with a Purchase Agreement by Acute Hearing on 1/4/2022 explaining the return privilege of 30 days from date of delivery. On 1/17/2022 when Mr. ******* was delivered his new devices, he signed and was provided with a Delivery Agreement again explaining the return privilege of 30 days from that date, as well as exact warranty end dates for the devices. According to our chart notes, Mr. ******* did not notify our clinician that he wished to return the devices until his appointment on 4/5/2022, well outside the return privilege. Once outside the return privilege, we still have options for remedying Mr. ******* frustrations. His warranty on the devices is good until 1/17/2024, which includes manufacturer repairs and replacement. We are happy to send the devices into the manufacturer to have any issues fixed. It should be noted that objective testing was done and showed that Mr. ******* is receiving significant treatment benefits over his previous hearing devices. It is my opinion that having his clinician inspect the devices and sending them for repair, if needed, is a good resolution. Thank you.

  Customer response

  04/16/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Fred *******
  

*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. ↩