Complaint Review: AccuQuest Hearing Centers - Natick Massachusetts

Regarding the events that lead to the complaint:

I apologize that I am unfamiliar with the actual events. I do not know how the practitioner treated you during your in-person interactions in the store. It seems like he was probably nice enough since you did try to work to find a solution over the course of about six weeks, unfortunately without success. What ever happened at that time I do know that the practitioner addressed in this complaint is no longer with AccuQuest. I have only the transaction record to help me put together the chain of events. Finding solutions is what we do for hundreds of patients everyday all across the country, so we are sad that we were not able to help you find the right hearing aid with the fit and function you wanted. We hope that you were able to find a satisfactory solution in the meantime.

AccuQuest Hearing Centers was founded by individuals that have personal experience buying and using hearing aids and were determined to provide a better experience. To date more than 315,000 patients have chosen AccuQuest as their provider. People expect good, basic service and when someone goes above and beyond, as in the way we delight our patients, it moves people to provide testimonials supporting our products and services that can be viewed at: http://accuquest.com/why-accuquest/testimonials and on video at: http://accuquest.com/why-accuquest/videos

The events that I have been able to uncover unfolded like this:

• On Nov 29, 2012 a complete hearing evaluation was conducted and based on those results, a set of Receiver in Canal (RIC) hearing aids was purchased with a deposit of $1,900 and the balance financed.
• On Dec. 13, 2012, these were exchanged for a new set of Completely in Canal (CIC) hearing aids.
• On January 3, 2013, the CIC hearing aids, described as, “feeling heavy” and “nothing more than ear plugs with an amplifier, microphone and computer chip”, were exchanged for a different model of Receiver in Canal (RIC) hearing aids.
• According to the complaint, the practitioner was told not to do anything else until after January 15, 2013
• On January 16, 2013, the complaint states that the Accuquest office called to advise that cancelling the order would be no problem and that a refund would be made.
• On January 18, 2013 (a Friday) the third set of hearing aids were returned and the entire transaction cancelled.
• On January 22, 2013 (a Tuesday) – only two business days later - a refund check was sent out from AccuQuest Home Office.
• On January 29, 2013 (the following Tuesday) the refund check had been deposited in the complainants account and cleared ours.
• On February 13, 2013 – more than 15 days after the refund had been deposited by the complainant - the complaint was posted and stated: I am now embroiled in a fight to retrieve the entire $2000 cash deposit - suggesting that no refund had been received.

Concern was expressed that Hearing Aids are an unregulated industry, when it is, in fact, a highly regulated industry providing custom medical devices and the state of Massachusetts has very specific consumer protections in place that can be found at:

http://www.mass.gov/ocabr/licensee/dpl-boards/he/regulations/rules-and-regs/

The regulations regarding refunds in hearing aid transactions, specifically - 265 CMR 6.04 Cancellation of Sale can be reviewed at:

http://www.mass.gov/ocabr/licensee/dpl-boards/he/regulations/rules-and-regs/265-cmr-600-standards.html

Section 6.04 of the law - regarding hearing aid refunds, says:

(2) If a purchaser cancels or rescinds a sale within the terms of this subsection, the seller shall be entitled to retain the charges for ear molds; service provided to fit the hearing aid; and any repair, remake or adjustment performed that is not contained within any other warranty of sale or service, not to exceed 20% of the purchase charge. Any charges retained shall be explained in writing to the purchaser.

In the complaint, the purchase price reported was $4,900. According to the Massachusetts law, a fee of up to 20% of the purchase price is allowed which would be $960. The refund - that was already deposited in the bank 15 days prior to posting the complaint - was for all but $490 retained for the fitting and customization performed on three different sets of hearing aids, meaning that the refund was $470 greater than the law required.

We have tens of thousands of patients that appreciate that we put a lot of time, effort and resources into making a custom medical device for them. In the unfortunate event that they decide to return them - for any reason - they will get a refund and do not begrudge us the need to cover the basic costs of materials and resources.

Finding and buying the right hearing aid, that meets a person’s unique needs and lifestyle is a process with many variables. It requires expertise on the part of the Audiologist or Hearing Instrument Specialist. It also requires the hearing aid user to expect that using hearing aids is going to be different and that they will need to get used to new things. Some people adjust to wearing hearing aids quickly and easily while others have to allow for a period of adjustment - perhaps several weeks. Some people initially do not like the feeling of something in their ears but if they wear them regularly and communicate with their practitioner, they will get accustomed to the feeling and additional fit and comfort adjustments can be made.

No two people are exactly alike and no two hearing solutions will be alike either. We are dedicated to helping our patients find the right solution for their unique need, lifestyle and budget so they can experience a better life with better hearing.

If there are additional questions about this unhappy situation, please feel free to call AccuQuest Hearing Centers at 847-843-1900.

I had seen this before I responded to their advertisement but a friend of mine said she'd gone there and the gentleman was nothing short of professional. I relented and went to see what their free hearing test was. I knew I was having some trouble. I asked about this complaint and was informed Mr. Lakos was fired. Chance was extremely educational and made me really understand why I was was having the difficulty I was having.

After the final test, there were a lot, he gave me many different options with price ranges to help me fit my budget and my lifestyle. I chose the middle of the road pair and I've been hearing things I haven't heard in years, it's incredible. I'm very grateful to Chance as he's been so sweet and understanding while I've gone through this transition.

I just felt I needed to say something here so other people can have the same experience I did, and not be dissuaded because of a poor employee they had previously.

I am NOT the owner of the company, or any other company. I mistakenly checkmarked the wrong field.  Sorry for any confusion.

I have received come-ons in the mail from AccuQuest Hearing Centers of Speedway, Indiana.

They are offering me all kinds of free tests and services. They say that I am one of the first 35 people to be chosen to participate in this "field test."

There are two problems.  Number one, I don't have the slightest problem with my hearing--my hearing is just fine.

Number two, when I tried to call their phone number to ask them to stop sending me this "junk mail," there is no connection.  They list only one phone number in two different places in the letter, but when I call--nothing!  

This reeks of a scam to me, and I want others to be warned.