Audiology and Hearing Aid Services

Official Response from Audiology and Hearing Aid Services:

“Dear Bonnie, This is Katherine Neufeld, AuD, an audiologist at Audiology and Hearing Aid Services. While I never like to hear that someone is dissatisfied, I do appreciate you giving us your feedback and allowing me to address your concerns. We take customer satisfaction very seriously here and I am so sorry that your experience here with your husband did not meet your expectations. It can be extremely challenging for some people who have dementia to be successfully fit with hearing aids. Because of your husband's dementia, we did counsel both of you at great lengths about what to expect when entering a trial period and whether the advantages of hearing aids for him would outweigh the disadvantages. We met several times to discuss the different aspects in his treatment plan and unfortunately in his case it was not a successful endeavor. The $200 fee is a standard charge that covers our hours of professional services during appointment times, shipping costs and restocking fees associated with ordering a set of hearing aids. We made sure that you were very aware that you were agreeing to this non-refundable charge ahead of time. We informed you that despite all of our efforts to help your husband, there was a chance that a hearing aid trial might result in an unsuccessful fitting for him and forfeiture of that money. We do sincerely apologize for the $20 mix-up - that was an honest clerical error that was rectified with an additional refund to you immediately after we were notified of it. To ensure security, it is our clinic's policy not to process refunds to credit cards. Instead, we issue checks which can take four to six weeks to process. Because it is important to us that everyone understands this policy, it is clearly spelled out on every bill of sale. Again, we apologize for your frustration and we encourage you to call our office if you have any additional questions or concerns.”