ComplaintsforPattillo Balance & Hearing Center

• Initial Complaint

  02/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On or around October 19th, 2023, I visited Pattillo Balance and Hearing ********** for a hearing test and consultation. Test indicated loss of hearing and I was shown a hearing aid set manufactured by Audible Hearing. About a week later, October 27th, 2023, I returned and purchased the hearing aids ($5,000).A little more than a week later the right one stopped working. On November 1st, 2023, I called to schedule an appointment. No answer so I left detailed message. Over a week later still had not heard back from Pattillo Balance and Hearing, so I called again on November 10th, 2023, and again left a very detailed message. Two weeks later still no response so I called again for the third time on December 1st, 2023, and left message voicing my concern that no one was responding to my calls. On December 12th, 2023, called for the fourth time. After no response finally decided to drive to the office on the 14th only to discover they were closed. As a side note all the calls I made, and messages left can be verified.After I filed the dispute with my credit card company and shortly AFTER my trail period was over, I did receive a call from Pattillo Balance and Hearing asking me to come in and have the hearing aids repaired. I am not necessarily accusing Pattillo Balance and Hearing of acting in bad faith, but I do find it ironic that they only returned my calls after it was too late for me to return the instruments. I am now out $5,000 and have a defective product that I am unable to use. I purchased the hearing aids and prior to the trial period deadline tried to return them. I did everything in my power to contact Pattillo Balance and Hearing only to be ignored until the deadline for returning them had expired.

  Business response

  03/22/2024

                                  On October 20th ******************************* had an appointment in the Trussville location to have a hearing consultation. During that visit ********************* made the decision to move forward with purchasing hearing devices.His delivery was set on October 27th. That appointment was completed, and he left that day with his new hearing aids. A follow up appointment was set for November ***************************** called to reschedule that appointment to Friday November 3rd. He did show up to that appointment and had no issues, both hearing aids were working perfect.I scheduled one more follow up for November 10th. He called in to cancel that appointment and did not reschedule. We reached out to him via our texting system again on 11/20/2023 to get him an appointment with no response. He did not try to contact our office again until December 1st. He called and left a msg per the call logs. That was a Friday, I was out of the office that day. *****, our HIS Trainee was seeing patients alone and unable to answer the phone. *********************, then called the office on Tuesday December 5th. Per his notes he did decide to come to the office that day as well. However, the office is only open on Wednesday and Fridays. There is also a sign on the door with the office hours posted. ********************** did not attempt to come back to the office during such times, knowing he had seen the sign on the door and had seen us ONLY on Wednesdays and Fridays during his previous appointment times.Furthermore, ********************** was told at delivery that he could visit any of our 16 locations in ******* should he need to get in on a day our office was closed. If he was that frustrated with us, he seemingly would have shown up to our office on another day or went to one of our other locations for help. He did not.
  
                                Moving forward to Jan 8th. On Jan 8th, I gained access to podium. While playing around with it I noticed that he had not responded to a text we had sent about getting him in the office. I sent a text in podium trying to get an appointment set up for him and per our podium correspondence that day he began to tell me about trying to reach us numerous times to get an appointment because his hearing aid stopped working the week on 11/10. As a reminder, he did have a follow up set for 11/10 that he called and canceled on 11/10. While texting back and forth with him, I decided to just call him instead of continuing to communicate via podium. I called him from our ************* and left a voicemail that day, Jan 8th and got no response.On that same day Jan 8th, we received an email stating that ********************* had decided to dispute his carecredit payment arrangements. We sent over those signed documents on 1/10/24. On 1/29/24, we got notice that carecredit had ruled in our favor. We heard nothing else from him until we got the call from the BBB, 2 months later, on March 8th.  

  I emailed ********************** yesterday 3/22/2024 to let him know we would refund him, if he brings our hearing aids back. I let him know he could and always has been able to walk in during normal hours on Wednesdays and Fridays 9-4 (Lunch 12-1) . To do a refund he would need to sign the receipt and give us the hearing aids back. As of 1:30 03/22/2024 we have yet to receive a response from **********************.

   

  Also, I will mention that we did pull our phone records and on 12/1 and 12/5 when ********************** stated he left voicemails, he actually called our text messaging system that does not accept voicemails. There is no record of him actually calling our business number on those 2 days.

   

  Thank you

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