Pacific Consolidation

We are in receipt of the complaint from [redacted].   I have enclosed a copy of his contract from his hearing aid purchase and a copy from phone conversation between Mrs. [redacted] and Dirk D[redacted] from our manufacturer.   As stated on the contract, customer has...

loss/damage protection with one time replacement for deductible of $500.00 per aid.  On 11/7/2017 he used the loss/damage coverage to replace his right damaged aid.  He paid the $500.00 deductible.    On April 9, 2018, he dropped the right aid off with the receptionist  who told him she would give him a call with what the cost would be.  It was broken in pieces.  He commented,  he is  “rough on his hearing aids”.   The aid was no longer covered under a loss/damage protection since it was already used last year, so a message was left for him that he could replaced the hearing aid for $1995.00 and this would be for a new aid with a new warranty.   His wife called back and said that now the left aid was broken.  She was told that the left aid could be replaced under the loss/damage coverage for $500.00.    David W[redacted] placed a call to the manufacturer and spoke with Dirk Dunlap.  David asked if there was anything that we could do so Mr. [redacted] would not have to purchase another hearing aid.  Mr. Dunlap finally decided that they would allow Mr. [redacted] to renew the loss/damage portion of his right aid so he could replace under a deductible.  Cost would be $200.00 to renew warranty and he would pay $500.00 for the deductible.  He could also replace the damaged left using the loss/damage coverage and pay the deductible of $500.00.   His total would be $1200.00.   However, rather than have a patient who is this upset over something that is in their original contract, we would rather cover it ourselves.  We do not want a patient of ours to go without their hearing aids. We have already renewed the warranty and placed orders for the replacements.  This will be at no cost to Mr. [redacted].  We have left a message for Mr. [redacted] to return our call.   Kind regards,Vickie *. W[redacted]Owner, Hearing Healthcare Center