Moon Hearing Services

Official Response from Moon Hearing Services:

“We apologize for the misunderstanding that occurred between you and our staff. The patient was scheduled for an evaluation to receive new hearing aids, and this evaluation is covered 100% by your insurance. During appointments, we give patients the option for us to inspect and diagnose their existing hearing aids to determine whether they can be repaired instead of replaced, which is often substantially less expensive. We cannot guarantee that these procedures will be successful, and like other audiologists, we cannot offer this service for free - in this case the charge was $75, as you were informed back in October. Fortunately the cleaning solved the issues and meant that it was not necessary to purchase brand new hearing aids at $250 per ear. After the patient and the audiologist were satisfied that the existing aids were in good working condition, we presented the option of purchasing a dry aid kit for $25 to protect them from moisture in the future. That said, you should have been reminded of the $75 fee before these services were performed so that you could choose to decline them and instead just purchase new hearing aids as planned. This was an error on our part, and you were mistakenly told that there would be no charge because the scheduled appointment was originally an evaluation for new aids (covered fully by insurance) rather than a service check for the current aids (not covered by insurance). Our staff realized the error after you had already left the office, so you were sent a bill. We then contacted you several times about the outstanding balance before passing your account to collection. However, it was not fair to have charged you in the first place when you were told - even mistakenly - that there would be no charge, and once we fully understood the situation we acted quickly to resolve it. We canceled the outstanding statement with the collection agency and waived the service fee immediately after speaking with you on the phone. We're very sorry that you had a negative experience with us, and we hope you have a better experience elsewhere. ”

Official Response from Moon Hearing Services:

“Hello, You are absolutely correct. You should have been told about your coverage by our staff member and received an invoice. That was an error on our part. We apologize for this poor experience and will retrain our staff members about our insurance coverage. You have received a 100% refund. ”

Official Response from Moon Hearing Services:

“Thank you for your feedback. Our hearing aid evaluation provides up to one hour of consultation by a licensed audiologist to assess each patient's particular needs and to educate the patient about different circuitries and styles of hearing aids available. We also contact the patient's insurance provider to determine eligibility for coverage. Your fee pays for the audiologist's and staff's time, and is applied in full toward the cost of hearing aids if you decide to purchase them. Patients are informed about the fee at the beginning of their appointment, and of course have the option not to proceed with the consultation if they choose. ”