ComplaintsforAlps Mtn. Affordable Hearing Aid Center, Inc.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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 response

  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

  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 response

  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

  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 response

  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

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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 response

  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

  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 response

  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. 
  
  

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband purchased Hearing Aids from Mr. Jeffrey C**** and was unpleased with the help they provided. Product was still under warranty. On 3/3/22, agreed with Mr. C**** to turn in these hearing aids plus pay $1,600 for a replacement pair. Payment made on 3/3/22 and the hearing aids were left with Mr. C****. On 3/31/22, my husband away and I contacted Mr. C**** to report his passing and requested a refund of the $1,600. On 5/2, called again inquiring on status of refund. Mr. C**** stated I should expect the refund by the end of May or first of June. I called again on 6/2 and Mr. C**** reported he had sent the refund on 5/30. I called back on 6/14 and reported I had not received my refund. Stephanie indicated Mr. C**** was with a customer and would return my call. As of 6/22, I have not heard back from Mr. C****, nor have I received my refund of $1,600.

  

  Business response

  06/23/2022

  Dear BBB:

  There was never any issues with the patients old hearing aids. We recently tested the patient and found the hearing aids the patient had for 3 years was not sufficient for his hearing loss that he currently had. We suggested a change in hearing instruments that would make a much bigger difference in his hearing. We ordered new hearing aids and were waiting on them. With Covid-19 productions time took about 2 weeks. We received the hearing aids and tried to get in touch with the patient but was unable to. Later with were informed of his passing by the family wanting a refund. I called them back and expressed my condolences for their loss and told them that even though contract states there is no refund due to death we would still be refunding them for the hearing aids but could not refund them for the earmolds made at the cost of $200. I have to get permission from the manufactures which will take a little longer due staff still working from home. We spoke again and I told them the check would be sent to us and we would have them come into the office and pick it up with the paperwork. We just got the check in last week late and due to a very very busy appointment schedule we have not had a chance to call them to come pick it up. Our staff will call them this week and make arrangements. We have gone above and beyond our contract to accommodate this unfortunate circumstance.

  Thank you 

  Jeffrey C. C**** 

  Customer response

  06/23/2022

   I am rejecting this response because: the facts outlined by Mr C**** are incorrect.  He has not called me to express his condolences.  Any interaction with Mr. C****’s off I’ve has been initiated by me.  I have an answering machine and caller ID and there have been no messages or missed calls from Mr. C****’s office.  I will only accept the response provided I receive a call from Mr. C****, or at least a member of his staff THIS WEEk (e.g., by close of business 6/24/22) to schedule time for me to come by his office by next week.  Mr. C**** was notified of my husband’s passing on March 31 so it has been almost 90 days waiting on this refund.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/23 2021 my 86 year old mother went to get her hearing aids checked. She was told she needed new ones. On 10/5 she received them. On 10/17 I called and told them they were not staying in her ears and I was returning them for a refund. I returned them 10/18 add was told $250 per ear would not be refunded. My mom died October 28th. My dad watched his credit card for a refund that didn’t come. I contacted the business numerous times and was finally told 12/2/2021 that a check was issued and cashed by my 89 year old father. Now he kept after me to make sure the refund got made. I was told that they would get me a copy of the cancelled check. In the interim of waiting, my dad passed January 4,2022. I now need a copy of the check that they will not provide. They said they don’t have copies. Now after numerous attempts trying to resolve this, I’m stuck.

  

  Business response

  04/07/2022

  The patients daughter returned the hearing aids to our office and as stated on the contract we would process refund within 30days from the end of the trial period. The refund check was sent to the patients husband on 11/19/21. He received it sometime before 11/29/21 because the check was cashed in which our bank showed us the signature on the back of the check but they did not have a full scan of the the front nor do we ever get the canceled checks. We have showed the daughter the signature on the cashed check and the statement where the money came out of our account. We are sorry for the lose of the mother and father however the dealings of the refund was handled with the father before his passing. Once you cashed the check we have no control over what he did with the money. This is unfortunate that all this has occurred but the only one who knows what he did with the money is her father. If anything else is needed we will supply any information that we have or can get. 

  Thank you,

   

  Jeffrey C. C**** 

  Customer response

  04/07/2022

   I am rejecting this response because I am asking for a copy of the cancelled check. A check is  proof of payment. I never received a check number or a bank statement . I did receive a copy of my fathers signature, which is attached. I believe it is a copy from the purchase agreement. I find it unbelievable that he does not receive a copy of cancelled checks with his statements.  I do not consider this a closed dispute with out proof that payment was made.

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

  
  

  

  Business response

  04/12/2022

  As promised here is the documentation that you have asked for. I marked out our account number but it shows the amount that we refunded as 3200 that was 200 less than the purchase they were aware of the molds being 100 each no refund for those and the patient got 2 of them. So the total was 3400-200=3200. Anything else needed please let me know.

  Thank you

  Jeffrey C. C**** 

  Customer response

  04/12/2022

   I am rejecting this response because:
  
  This check could be made out for anyone. It is not a cancelled check. It is a withdrawal for a check but to who ? I will not accept this as it would never be accepted as a receipt by any business or the IRS.  Maybe the attached  can help MR C**** get what I am asking for.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought hearing aids from Alps Mt. Affordable Hearing Aids. They did not file a claim with my insurance, ****** ****** ****, They were recommended by my insurance company but they told me I was declined. I went on Tuesday, March 15th, for the hearing test and picked them up on March 24th. He did not tell me how much they cost nor how much I was going to have to pay. On April I received a bill from ******** **** for $2,100.00. I sent my ck. #**** in the amount of $150.00 on April 15th. I have sent checks every month in the same amount, except on 7/9/21 I sent ck. #**** in the amt. of $179.00 because they said my check the month before was late and they charged $29.00 late charge. I never agreed to finance the hearing aids thru any bank and never signed for a loan. I have filed a complaint with ******** and they are trying to get to the bottom of this, but they have not received any paperwork from Alps Mt., so the rep from the bank told me to file a claim with BBB. The hearing aids are in the box they came in because **** can't get them adjusted that I can hear with them. I have been back 3 times for him to adjust them to get the low tones won't drown out what I am trying to hear. One time I called to make an appt. for adjustment but my daughter has to take me because I am in a wheelchair and on oxygen. My daughter was not able to take me that date so Inga, office girl, said she lived close to us and she would pick them up that afternoon, Monday, on her way home. She would take them to **** the next day to adjust them, and bring them back on Tuesday on her way home. Now he is threatening to charge me $100.00 each for home visits. I cannot wear them and want to return them but not until I get my money back. I have paid $1,150.00 and there is $950.00 still due. ******** **** has frozen my account with them until this is rectified, so I will not be making a payment any time soon. The complaint is against Alps.Mt. Hearing Aids in Hickory, 28601, not Boone, 28607.

  

  Business response

  12/10/2021

  The patient came into our office in March of this year but was referred to us through insurance in Nov of 2020. We fit the patient with hearing aids and based on the insurance paperwork that was provided to us and the patient she was charged the insurance price exactly. The patient needed financing so she applied in the office for 12 months 0%. We have gone above and beyond to help the patient but we can't keep making trips to the patients home to make needed adjustments. It was a one time thing and now the patient expects it at no cost. We want to help her and last month set down with the patient and called the insurance company as they explained to her that the price she paid was the price that they gave her. She is under the understanding that they are suppose to pay more for the hearing aids and that is not true the price that they set and send to us is exactly what the patients cost is. Again we have done everything to explain this to her but under no circumstances at this time is she allowed to return the hearing instruments for a credit. However if there is anything more we can do to help her will are glad to do so. 

  Customer response

  12/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16347868, and I accept it.

  *** I did not see what the business responded, so I can not accept it.  How do I see their response to you.  **** Cline called me 4 rimes yesterday (Friday) only to yell at me and tell me he showed me a chart that showed what ****** ****** **** would allow the type of hearing aids I could get.  *** said they do not have a chart showing which aids I can buy and they have NEVER received a claim for aid from that business.  He also says he received a letter from *** that I am not covered and *** said they have never declined on my behalf.  He called me the first time @ 9:15am and left a message for me to call him at the Hickory office.  I called when I got up and Inga said he was not in the Hickory office on Friday.  He called back 3 more times but from a phone number with 336 area code.  Hickory has an 828 area code, so I did not answer.  He would have to be in the Hickory office to see my records.

  

  Business response

  12/21/2021

  I called Mrs. ***** several times to talk with her and she finally answered on the fourth try that day. I never yelled at her I was calling to try and explain again about her insurance coverage. She hung up on me in front I 3 staff members in the office listening in on recorded lines. All of our information is on computers available from anywhere in the world. The number I called from does not matter, we have available phones and computers everywhere with the information of every patient we see. I am attaching the insurance sheet that she says does not exist. On it you we see that the patients name is listed by insurance company and benefit of 2 hearing aids at co-pay ***** which was 1075.00 for the hearing aids that she needed and decided that she wanted. There is nothing else that can be done it was the ***** of her co-pay as listed on the forms attached. 

   

  Thank you 

   

  ******* ***** 

*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. ↩