Vibrant Hearing - Missoula

“Horrible experience with Vibrant Hearing. - FACT: The doctor I saw (Jennifer Hartze) falsely appears on Anthem website as “IN NETWORK”. - FACT: Vibrant Hearing does not bill insurance. - FACT: When I tried to recoup my money from Anthem, they stated that Dr. Hartze is not “IN NETWORK” and she should not be listed on the Anthem website. Anthem blamed Vibrant Hearing for putting their address and information on their website as a provider, when they are not. - FACT: I believed I would recoup a portion of the $148 I had to pay up front from my exam because VIBRANT HEARING and DR Hartze are listed on the Anthem website. Due to incorrect information, I’m responsible for the entire amount. - Also, the customer service I received was poor. - FACT: After Anthem insurance told me to take the issue up with Vibrant Hearing, I politely reached out to them to help me address this issue and let them know they are being falsely listed as “IN NETWORK” provider on the Anthem website. I think a business would want to know about this issue. - FACT: I contacted them on Tuesday, September 3 via phone and spoke to Lindsey. She had me email the information to them and told me Shannon would get back to me right away. - FACT: I never heard back from anyone at Vibrant Hearing, so I called them on Monday, September 9 asking them when I could I talk to someone. - FACT: I got an email from Shea later than morning, but she didn’t address my question as to why Dr. Hartze is listed in network. - FACT: I immediately called Vibrant Hearing and asked to speak to Shea. I was told she would call me right back. I even followed up her email to me right away, asking her politely to call me back. Waited two days and she never called me back. - Question: Does this sound like high quality customer service? - FACT: I have an issue with making an appointment based on false information on an insurance web site and the insurance company states the provider listing themselves as “IN NETWORK” when they are not. - FACT: Alyssa stated in email “we are always transparent about our out of network status prior to scheduling the appointment and when filling out paperwork ahead of the appointment”. THIS IS UNTRUE. I reviewed my “Good Faith Estimate” form I had to submit before my first appointment. No where does it say “they are out network”. No one told me they were out of network…. EVER. This is a false statement by Alyssa. If they are out of network, why did Vibrant list all my Anthem insurance info (payer, policy, group, etc.) at the bottom of my bill? - FACT: In my “Good Faith Estimate” form, it states “if your insurance reimbursement rejects the above codes, please contact us and we will see if there are reasonable alternatives”. I did contact Vibrant but Shea never returned my calls and Alyssa was unwilling to tell me if there are reasonable alternatives. - FACT: Alyssa stated in email “we have never solicited being in network with them or have been an in network provider”. - Question: Does that sound strange to you? How is it that Anthem just magically puts Vibrant Hearing and Dr Hartze and their address on their website as “IN NETWORK” out of the blue? That sounds absurd to me. Makes one wonder how many other insurance companies may have Vibrant Hearing listed is “IN NETWORK” but yet it is incorrect information. - In conclusion, bad experience with Vibrant. Poor customer service. Whereas I tried to be polite and courteous in all my emails and phone calls with Vibrant, I wasn’t extended that courtesy. I thought Alyssa’s email were cold and lacking in professional etiquette. Maybe I caught her on a bad day, but from what I experienced, this is not type of business I would recommend. I sincerely hope Alyssa tries to improve the professionalism and customer service of her business in the future.”

“Dr Helen is a professionals professional. She services what she sells! She also has a great staff. ”

“I am a disabled Vet that was in Missoula for a week & had a serious issue with my VA issued hearing aids. Although their office was scheduled to be closed, Dr. Hallenbeck had me come in early & was able to the aids back up & running. As a result I was able to enjoy the rest of my holiday. Thanks & God Bless”

“They were very personable. ”

“I recently requested some WaxTraps and you mailed some to me practically overnight. Thank you very much. ”