ComplaintsforOmni Advanced Hearing Aid Centers of Ohio LTD

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went To Omni hearing and had ***** * ********* program and adjust hearing Aid, Only been there about 5 times but each time he does adjustments he makes it further worse, we started again at one of the first settings and make changes, we had a good one but the tone had to be changed slightly because he had way too much High tone in it, Showed him on my phone app exactly what fixes the problem. Him and his Brother decided to go way way different and now i cant hear with them, too harsh, higher tones and i get headache now, They will not return calls and i talked to their dad that owns business and he agreed what i told him that they went the wrong way, Sorta on purpose, Now i am heading on Vacation and not able to hear right, I want another place to fix this problem and bill them what it takes to finish the job. Honestly they do not know what they are doing, they just guessing , I was looking for a long term care but after how they treated this, they do not deserve to be in business. The Dad even contacted Brian to see what the problem is and to have him call. Guess what no phone call.

  Business response

  10/04/2023

  Mr. ***** walked into our office seeking help with his hearing devices from another establishment. I spoke with him for 35 minutes and listened to his current issues and also his issues with other offices he has previously been to. I was open to setting an appointment with Mr. ***** to see how I could best help him. Upon his first visit, we sat down and looked at his current hearing loss, along with the settings that were programmed into his hearing aids from another office. On that first visit I made some changes, based on his opinions, in real time while programming adjustments were made. We elected to save the settings and set up a follow up in a week to see how things have progressed. When Mr. ***** came back, he had mentioned that the settings I had installed were not sufficient and that we could continue trying. I continuously made programming changes during 3 follow ups over the course of 6 weeks.

  During these visits, it became clear to me that Mr ***** would not listen, nor take my professional advice as to how the hearing aids should truly be set for his hearing needs. He would mention that the hearing aids changed, even when I had not made any adjustments, he would mention that it was good, but then 3 minutes later that it is not correct and we need to make more changes. At the appointment on Tuesday, Aug 15th at 3:30, I sat with Mr ***** until 6:15pm constantly being told that these were not correct and that more and more adjustments needed to be made.  

  This appointment made me question my entire role in our office and along with our profession. I have spent the better part of 16 years giving everything I have to do my best to treat everyone with respect and give them my professional best when it comes to hearing healthcare. At a networking event the next day, Wednesday, August 16th and I spoke to my account representative for ******* and he had known and sat down with Mr ***** at another office and had informed me that three other offices have dealt with Mr ***** and all have come to the same result that we are currently in. Previous to his last appointment scheduled with me on September 7th, I had written up a letter and mailed it to Mr ***** letting him know that our office would no longer be taking care of him and his hearing needs. This is the first and only time I have gotten to this point with a specific patient to go to these lengths. Again, this gentleman and his appointments made me question if I could even begin to help whatever problems he believes there are. (see attached letter that was sent to Mr *****). In this letter, I gave Mr ***** the courtesy to either attend his appointment and I would install the original settings in the hearing aids as if he never came into my office, or he could continue on with the changes that I had made, but that I was no longer willing to continue to help him. Mr ***** showed up to that appointment and stated that he never received my letter and did not know what I was talking about. I made two small incremental changes to try and help him further.

  After that appointment, I received this complaint from BBB stating what he would like his resolution to be. Here is my response to that. I will not continue to see or work with Mr. ***** to try and rectify his issues, and my office will not foot the bill for him to go elsewhere to try and fix his issues. It is my personal and professional opinion that nobody will be able to help the issues that Mr ***** presents himself with. He is the problem. Please consider this my response to his complaint and understand that this hurts me that this is what this patient and my office has resorted to. Thank you for your time. 

   

  ***** ** ********* ****** 

  Business response

  10/05/2023

  Mr. ***** walked into our office seeking help with his hearing devices from another establishment. I spoke with him for 35 minutes and listened to his current issues and also his issues with other offices he has previously been to. I was open to setting an appointment with Mr. ***** to see how I could best help him. Upon his first visit, we sat down and looked at his current hearing loss, along with the settings that were programmed into his hearing aids from another office. On that first visit I made some changes, based on his opinions, in real time while programming adjustments were made. We elected to save the settings and set up a follow up in a week to see how things have progressed. When Mr. ***** came back, he had mentioned that the settings I had installed were not sufficient and that we could continue trying. I continuously made programming changes during 3 follow ups over the course of 6 weeks.

  During these visits, it became clear to me that Mr ***** would not listen, nor take my professional advice as to how the hearing aids should truly be set for his hearing needs. He would mention that the hearing aids changed, even when I had not made any adjustments, he would mention that it was good, but then 3 minutes later that it is not correct and we need to make more changes. At the appointment on Tuesday, Aug 15th at 3:30, I sat with Mr ***** until 6:15pm constantly being told that these were not correct and that more and more adjustments needed to be made.  

  This appointment made me question my entire role in our office and along with our profession. I have spent the better part of 16 years giving everything I have to do my best to treat everyone with respect and give them my professional best when it comes to hearing healthcare. At a networking event the next day, Wednesday, August 16th and I spoke to my account representative for Starkey and he had known and sat down with Mr ***** at another office and had informed me that three other offices have dealt with Mr ***** and all have come to the same result that we are currently in. Previous to his last appointment scheduled with me on September 7th, I had written up a letter and mailed it to Mr ***** letting him know that our office would no longer be taking care of him and his hearing needs. This is the first and only time I have gotten to this point with a specific patient to go to these lengths. Again, this gentleman and his appointments made me question if I could even begin to help whatever problems he believes there are. (see attached letter that was sent to Mr *****). In this letter, I gave Mr ***** the courtesy to either attend his appointment and I would install the original settings in the hearing aids as if he never came into my office, or he could continue on with the changes that I had made, but that I was no longer willing to continue to help him. Mr ***** showed up to that appointment and stated that he never received my letter and did not know what I was talking about. I made two small incremental changes to try and help him further.

  After that appointment, I received this complaint from BBB stating what he would like his resolution to be. Here is my response to that. I will not continue to see or work with Mr. ***** to try and rectify his issues, and my office will not foot the bill for him to go elsewhere to try and fix his issues. It is my personal and professional opinion that nobody will be able to help the issues that Mr ***** presents himself with. He is the problem. Please consider this my response to his complaint and understand that this hurts me that this is what this patient and my office has resorted to. Thank you for your time. 

  ***** ** *********  ******

   

  Customer response

  10/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *****

  Never got this so called letter till BBB sent it in mail, this letter has no date on it anywhere and was made up later for BBB. All they did on last visit was ask if i got letter and i said no, they asked do you want current or first setting like i never existed,( Trying to get out of it ). Again on first visit Brian said Most People Do Not Like Us Because We are ONLY fitters and not Audiologists.Each visit he would set aids to his hearing and not mine always using stethoscope saying one two tree testing testing testing then give them to me, He always went in reverse and kept getting worse to his recommendations.

  On august 15th he sat down and listened to a tone package i saved from a different office and he stated that it was so clear and good and his is no where good like that on app on phone, Said you probably could do better than i can, I said Probable so if i had your computer.

  Brian McConnell spoke with a ******* Representative on August 16th and the Representative was talking information medically since this is a medical situation with hearing and they Broke the Federal Privacy act talking about myself from a prior office, What a shame on him and The Hearing aid Manufacturer Representative from *******.

  Brian also stated that he made a change in back room and we walked out front but my phone was still in back room, The hearing aids are paired to phone and when you get out of range you can not control the volume up and down because they were linked to each other, also audiologist know this is a fact that aids linked to phone with change on you and cause problems.

   

*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. ↩