WEBSTER, N.Y. – More than 65 percent of people over 70 experience some degree of hearing loss, and hearing aids can be a costly investment. One local grandmother, Josephine Buscaglia, believed she was purchasing insurance to cover her audiology visits, but the situation turned out to be more complicated.
After buying her hearing aids, Buscaglia was sold what she thought was an insurance policy by the hearing center, HearUSA, in Webster. The policy, priced at $249.50, was supposed to cover her hearing aids and follow-up visits. However, it could only be used at HearUSA locations, said Buscaglia.
Buscaglia, 92, is active and independent, often driving to familiar places like her children’s homes and church. She noticed mild hearing loss and chose HearUSA near her home.
“The last time I saw Dr. Kelly she told me about this insurance policy,” Buscaglia said.
In January, she called to make an appointment and discovered Dr. Kelly was no longer with HearUSA. She was told her only option was to drive more than 20 miles to the HearUSA office in Greece.
“I’m not familiar with that area, and I just didn’t feel that I should have to do that,” Buscaglia said.
News10 NBC later learned that the HearUSA office in Greece is also currently closed. Seeking a refund, Buscaglia made over a dozen calls over three months but received no definitive answer. Eventually, a customer service agent offered her a partial refund of $160, leaving $89.50 unreturned.
“She spoke to the higher-ups and they were willing to reimburse me $160,” said Buscaglia.
Buscaglia’s hearing aids are manufactured by WS Audiology, the parent company of HearUSA. Currently, the nearest HearUSA office is in Pennsylvania, yet the company initially only offered a partial refund.
“I told her that that was not acceptable. But she wouldn’t bend. And I wouldn’t bend either,” Buscaglia said.
WS Audiology is one of five companies dominating the global hearing aid market. After numerous emails to offices worldwide, HearUSA called Buscaglia on Friday and offered her a full refund.
When considering hearing aids, there are several questions to ask. Here’s Deanna’s Do-list:
Do you have a trial period? Hearing aids are expensive with different functionality. Some devices may not meet your lifestyle needs. What does the warranty entail? Tell me about the audiologist’s experience. Does the audiologist have an affiliation with a hearing aid brand or company? And if so, would the provider recommend a different brand if he/she believes it better suits the needs of the patient? What will my insurance cover?Click here for Consumer Reports’ rating of the best hearing aid brands.
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