We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hearing Assistive Devices

1of1 Custom

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hearing Assistive Devices.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/09/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered my first pair of IEM's from ACS Custom on 1/3/17 for $649. After a repair completed in October 2017 I was using them for a few years until they quit working July 2020. The company sold and is now under a new name of 1of1 Custom. I ordered a new pair on 11/26/2021 for $725. After several promises of shipping via email they finally shipped to me on 1/27/22. I sent an email on Aug 10th stating that the cord on the left ear could not be reconnected. I finally got a response on 8/18/22 apologizing for the delay and wanted to set up a video call to discuss. I replied on 8/19 giving them options and they replied on 8/22/22, the day before the days I suggested and gave me times but by that point I couldn't accommodate. They then replied again on 8/26/22 and again I was unable to accommodate because of my work schedule. Finally I shipped in both sets of IEMs, the ones purchased in 2017 and also on 11/26/21 on 12/5/22. They finally replied over a month later on 1/11/23 saying the ones purchased on 2021 were covered under warranty, but the others purchased in 2017 were not and were not repairable so they offered me a 20% discount on a new pair for $720. I declined the new purchase and requested they fix the ones under warranty and return them. I responded on the 1/11/23. On 1/29/23 I sent another email requesting the status of sending these back to me. They responded on 2/1/23 saying "they should be shipping this week and I should receive an email with the tracking info shortly". On 2/6/23 I received the tracking info and the tracking was still not updated on 2/8/23 so I sent them another email inquiring. I still have not heard back from them on 2/9 and the tracking info still says that the label has been created but the carrier has still not received the package from the shipper. This has been going on too long. Terrible customer service. The IEM's are used frequently and without them it is difficult to perform. Shouldn't have to wait this long for a repair.

1of1 Custom is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.