Evergreen Audiology Clinic

“Shocked, Disbelief, Disheartened Experience Today The manner in which the front desk employee talks to a long-term, loyal customer of Evergreen Audiology was appalling. As a customer for 6 years. I have felt respected & appreciated - until today. One hour before my appointment, I received a call from Evergreen’s clerk “ instructing” me to call my insurance & have them verify my insurance. I had done this over one week ago and understood they had the information. She firmly said no. I called my insurance and being told usually the provider’s office calls for this information I was assured Evergreen had what they needed. Issue #1 I arrived at 2:25pm for my 2:30pm appt. Looking down at her desk, speaking quickly, with what felt like a harsh tone of voice. I was told I am a “no show,” my appt was at 2pm, I was late and would need to rebook. She also said my insurance called and said I was confused about my insurance and it is not her place to explain it. I was given no time to clarify/explain I was sorry and understood my appointment was at 2:30pm. She and I had just spoken; surely she knew I was coming. The issue wasn’t the appointment time, the need to reschedule, the asking customers to get pre-authorizations - it is when someone in such a critical role - the first customer contact speaks in a manner that conveys frustration, lack of empathy, and is perceived as aggressive or dismissive is the issue. Using a harsh tone can make others feel defensive, upset, frustrated, or lack empathy, and can be perceived as aggressive/dismissive. And, that is exactly what happened. I responded exactly this way. Upset that I was being treated this way, I said I would like to talk with Chris first. She walked to Chris’ office and told me he was not available. I should leave. Deciding II should return and speak with Chris for a few minutes between his appointments to describe what I experienced. I truly believed if he knew a staff member talked this way to his customer which is contrary to my earlier experience of Chris’ staff and Chris himself - the five-star customer service provider, he would rectify the situation. Issue #2 I returned to the office, quietly sitting down. The worker asked “if she could help me?” I said no, I would like to talk directly to Chris when he has a few minutes. In the same harsh, disciplinary tone, she asked me to leave, told me I was rude and disrespectful. I sat quietly. She walked to Chris’ office repeating that I was rude and disrespectful and since I would not listen to her, she will see that Chris will take care of this. Issue #3 - the clincher! Chris stepped out of his office, looked directly at me, almost like a robot, and said ‘you need to leave this office,’ ‘you are no longer welcomed and no longer a customer of this clinic.’ He turned and walked back into his office. Utter dismay, I said to ‘Chris, I am sorely shocked. I cannot believe this happened. Where did the former service of validating a customer's concern, feelings, showing empathy and understanding, maintaining professionalism and composure, remaining calm and respectful go? Why did this happen? I can’t believe what unfolded in this office today - especially from the owner. I truly hope he reflects on today’s event. The upside - I aligned quickly with another audiology service that delivers the same hearing product at a fraction the price and top-notch service. ”

“We have been using Evergreen Audiology for a few years now. Dr. Lawson is very thorough and caring. We have had experiences with several different Audiologists, and Dr. Lawson is the best by far!!! He takes the necessary time with each patient to make sure that all of their needs are met. We highly recommend Evergreen Audiology and Dr. Lawson for any hearing needs you might have. ”

“This doctor not only gave me the wrong hairing AIDS but he sold me hearing AIDS that weren't equipped to do the things he said they would do. then after I tried contacting him numerous times he never returned to my calls. do yourself a favor never use evergreen audiology. Worst experience I've ever had”

“This doctor has a hard time keeping his clinic open for regular appointments. I’ve been rescheduled several times for a follow-up to discuss which hearing aids I’d like to purchase. Looks like I’ll be getting them somewhere else.”

“Evergreen Audiology sold me the wrong Hearing Aids for my type of hearing loss. They also sold me a bluetooth adapter for them knowing that my hearing aids were not compatible with the device. I found another place to go and will be filing a complaint against Evergreen Audiology. Worst experience I've ever had with a hearing doctor.”