Complaints

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.

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased hearing aids. in 5 months the right side had trouble with the volume switch. They replace the first one, then it went out in 4 months. They said they couldn&#**;t replace it, because they don&#**;t have them any more. They offered a refund of $100 if I wanted to buy another set. They were purchased April 19, 2023. I had insurance on the first set I bought. The insurance was $59 for the year. I want a refund to cover them. I paid $500 for the first set. They advertised two for 2 for $229. When I went to get them, they talked me into an upgraded for $500.

  

  Business Response

  Date: 02/02/2024

  Dear ******,
  
  Thank you for your feedback and for explaining your experience to us. We are sorry that you experienced issues and are happy to hear that we were able to provide you with a no-charge replacement pair of hearing aids today. 
  
  Please do not hesitate to reach out should you have any additional questions. You can call us at ************ or email us at **********************************.
  
  We are happy to have resolved this for you and hope you enjoy your new hearing aids. 
  
  -Nano Hearing Aids Support Team

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am the Trustee for my sister-in-law, an elderly resident of a ************** assisted living facility. She does not have or use a computer. She saw an ad for Nano hearing aids on TV and ordered them on a debit card in November 2023. She was led to believe these were true hearing aids; they are not and they did not work for her. She was not provided any details about return policies. When we tried to return after the holidays we were given the run around, then told she had bought them in 2021 (!), then told it was too late even if she bought in November 2023. Yet this policy is A total scam that preys on the elderly. The company says it will refund but refuses to do so.

  

  Business Response

  Date: 01/13/2024

  Dear ****,
  
  Thank you for your feedback and for explaining your sister-in-law's experience to us. Our goal was to help her hear better and we recognize that this was not her experience.
  
  Our company has experienced a period of high growth, and with new service agents in training, some customer issues were not efficiently addressed. We feel that her experience was due to this, and want to assure you that we are doing our best to get our new service team up to speed on our policies and providing the best possible customer service to our community. 
  
  An agent has been in touch via email with ******'s nurse, ***, to provide a RMA number and return instructions. Once her hearing aids have been processed by our warehouse and pass inspection, we will process ******'s refund and you will receive a refund notification email at that time. 
  
  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************. 
  
  We are happy to have resolved this for you and apologize again for ******'s negative experience. 
  
  - Nano Hearing Aids Support Team

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Order the hearing aids and did not like them. I return the hearing aids, liked they said and they refuse to refund my money. They are now refusing to refund my money , because of some type of RMA number . That I was never told about. I returned the hearing aides before the 45 days was up

  

  Business Response

  Date: 01/05/2024

  Hi ********,
  
  Thank you for your feedback and for explaining your experience to **.
  
  While our return policy clearly states that all returns have to be sent with an RMA number which is obtained from our customer service team, we have reconsidered your case and are granting you a refund in full ($297) for the hearing aids you have already returned. 
  
  We will process your refund as soon as possible, and you will receive an email notification shortly after your return is processed. Please note that refunds can take **** business days to appear on your credit card.
  
  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************.
  
  We are happy to have resolved this for you and sorry our hearing aids did not work out for you. All the best in this new year. 
  
  -Nano Hearing Aids Support Team

• Initial Complaint

  Date:01/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My mother purchased hearing aids from Nano on 11/20/2023 and her credit card was charged on 11/21/2023. The order #****** was for hearing aids she ordered and did receive. However, the hearing aids are too big for her ears and do not work for her. According to the Nano website, they have a 100% money back guarantee within 45 days of purchase, so, she sent them back *** tracking #1ZX4A4260337622375. The company called her and said they cannot refund her money because they require a special RMA# before she sent them back. The website says nothing about an RMA# needed. The enclosed instructional packet you receive with the hearing aids do mention an RMA# is needed to send back, but that is only after you open the product packaging. I emailed them at ********************************** on 12/7/2023 and **** responded saying they could not refund the money without an RMA#. My mother got a call from Nano and they told her they would send her an upgrade since she could not return the original hearing aids. She did receive the upgraded hearing aids at no additional cost, but these basically are the same hearing aids and continue to be too big and do not work for her. My mom and I called Nano to get an RMA# and they refused to give it saying they cannot because the first product was returned without an RMA#. She doesn't know what to do. I feel my 80 year old mother is being taken advantage of. The 45 days are almost up and she is now out $297.00 for hearing aids she has and cannot use. In my opinion, this is bad business. Again, the front page of the website says "45 Day Money Back Guarantee". I proceeded tp file a complaint with the ************************ and I will let her ******************* know as well. Though, there is probably not much that can be done because she physically has the hearing aids, but they do not work for her. She would be happy to send them back for a FULL Refund. Please help. Thank you.

  

  Business Response

  Date: 01/03/2024

  Hello,
  
  Thank you for your feedback and for explaining your mother's experience to us. Our goal is to help her hear better and we recognize that this was not your mother's experience. We are sorry the hearing aids were not a great fit for her. 
  
  While our return policy clearly states that an RMA must be obtained in order to submit a return to us for refund, we understand that your mother was unaware that she required this prior to returning her hearing aids and have reconsidered her return for a full refund. 
  
  An agent has been in touch via phone to provide your mother with an RMA for the return. Once the replacement hearing aids have been processed by our warehouse, we will process her refund in full shortly after. Please note it can take up to 7 days to be shown on a credit card statement. 
  
  The RMA number for your mother's return is ********. Please clearly write this on the return packaging and inside the packaging as well.  
  
  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************. 
  
  We are happy to have resolved this for you and apologize again for your mother's negative experience. 
  
  - Nano Hearing Aids Support Team

  Customer Answer

  Date: 01/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  I do think **** should have paid for the return shipping, but I just want my money back.  I will send the product back to the company with the *** # provided.  Thank you
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:12/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a hearing aid for my husband it was supposed to have a 45 day money back guarantee we ordered **** 2023. It was faulty wouldn't hold a charge for 3 hours only and it squealed we returned it to the shipping address that was given to us in the original package with all parts with it. Within 3 weeks I called them to make sure they had gotten it and they told me they couldn't give me my refund because I didn't have some crazy number that it never mentioned anything about it in the paperwork I got. They stoled $247 from a senior citizen. I don't know what to do now this place is a scam they lie to people.

  

  Business Response

  Date: 12/20/2023

  Hi ******,

  Thank you for your feedback and for explaining your experience to **.
  
  While our return policy clearly states that all returns must be accompanied by an RMA number which is to be obtained by contacting our customer support agents, we have reconsidered your return, and have granted you your refund in full yesterday December 19, 2023. You should have received a refund notification email. Please note that refunds can take **** business days to appear on your credit card.
  
  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************.
  
  We are happy to have resolved this for you and wish you and your family happy holidays. 
  
  -Nano Hearing Aids Support Team

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought hearing aids for my mother . There is a 45 day refund policy. I called back and notifed that she didnt like them and can i get refund. She told melet me send another pair different than other ones and let her try those, if she likes them just send the other ones back. I said ok. She said dont worry about your refund you called within 45 days is locked in. Mom did not like these either still cant hear. I called to send back and they said i dnt get a refund because there was a 45 day on the free ones they gave me. No one ever told me. One girl said who gave me the 2nd pair conversation was recored I said great i was never told about this other 45 day deal. Offered just give half money back. Haven't heard anything

  

  Business Response

  Date: 12/11/2023

  Dear ****,
  
  Thank you for your feedback and for explaining your experience to us. Our goal is to help your mother hear better and we recognize that this was not her experience.
  
  An agent has been trying to get in touch by phone - they have left a voicemail - as we would like to offer you a no-charge replacement for your mother to try in order to get her the right fit. 
  
  Please reach out to us at ************ or email us at ********************************** to discuss this further. 
  
  We hope that her new pair of hearing aids will provide the best fit and look forward to hearing from you.
  
  - Nano Hearing Aids Support Team

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased two pairs of hearing aids from this company on behalf of my mother, order numbers for these orders are ****** and 591390.I returned both items but did not receive a return parcel with the second hearing aid so I shipped both items together at personal expense. I submitted my return and received a call from the company in which I told them I would be returning the items. I was told that I would receive my refund for both items once they were evaluated, as they had been returned within the 45 day window. I waited several weeks for my refund which I did not receive. At this point I called back the company returns department and the representative I spoke with was very rude and told me that I would not receive my refund as I was not the one that initiated the original phone call. This was not what I was told by the first representative. I then received an email on 11/15 stating that I would not receive a refund on the hearing aids. They said the reason I would not be receiving the refund is I did not include the order number (RMA number) of the second order on the return, despite informing them of the return on the original phone call. This email is attached.I would like a refund on the second hearing aid, as it was returned within the 45 window and I informed a company representative of the return. The total refund I am looking for is $600.00, the original price of the second hearing aid.

  

  Business Response

  Date: 12/08/2023

  Dear ******,
  
  Thank you for your feedback and for explaining yours and your mother's experience to us. 
  
  Our company has experienced a period of high growth, and with new service agents in training, some customer issues were not efficiently addressed. While our return policy requires any devices to have their own RMA numbers written in the return packaging, we are happy to make an exception in this instance to resolve any issues. 
  
  We have processed your refund in full and a refund notification has also been sent to you. Please note it can take up to 7 days for the refund to be reflected on your credit card statement.
  
  If you have any additional questions, please feel free to reach out again at ************ or email us at **********************************. 
  
  We are happy to have resolved this for you and apologize again for your mother's negative experience. 
  
  - Nano Hearing Aids Support Team

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased hearing aids from Nano Hearing in June of 2023 for $597.00. The product is advertised as "100% satisfaction guarantee and 45 day money back guarantee." *********** offers three levels of products. I purchased the highest level product and tried the product. I found it to be an uncomfortable fit and did not have the level of hearing I was looking for. I contacted CSR and they offered to send me the next level product which was a lower price but they would also include an Elite Warranty which covers any potential loss/damage. I agreed to try the product and returned the first product. I received the second product, tried the units and found the fit to be better but still not an adequate level of hearing. I again contacted the company, asked to return the second unit. They offered to send the third level/lower priced unit for me to try and I agreed. The day before I sent the second unit back, one of the hearing aids was damaged. I contacted CSR and told them I was sending the unit back, it was damaged and I also included the copy of the Elite Warranty. I received the third level unit and again, it simply was not a good fit. I contacted CSR asked them to just refund my account as I had tried all their products. They indicated they would not be able to do so. I asked to communicate with a supervisor who communicated with me via email. That email indicated they would only offer to issue me a replacement for the second unit.In summary:*********** advertises 100% satisfaction/45 day money back guarantee I complied with all requirements for all 3 units regarding the ********************************************************************************************************************* to accept a replacement of a unit I had already tried that did not work for me I have tried to resolve the situation via CSR on the phone, supervisor via email and a written letter to the home office, all to no avail. At this point I am out $597 and have nothing.

  

  Business Response

  Date: 12/07/2023

  Hi ******,
  
  Thank you for your feedback and for explaining your negative experience to us. 
  
  We are happy that you were able to connect with agents who worked to resolve this for you. We have added you to our refund list, and will process your refund as soon as possible. You will receive an email notification once your refund has been processed. Please note that refunds can take **** business days to appear on your credit card.
  
  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************.
  
  Wishing you a wonderful holiday season.
  
  -Nano Hearing Aids Support Team

• Initial Complaint

  Date:11/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Complaint taken over the phone by BBB Staff Purchased the hearing aids February 2023. Received the hearing aids shortly after by the end of the month. I wore them for about three weeks and I started getting headaches. I was told that I could return them if they did not work. When I called them they told me to take the tip off and I tried the smaller ones. I was still getting a headache. I asked her if I could return them and she said that she would send a label to me. This was about a week after they told me to take the tip off. When I received the label they told me that the time was up to return them back. I was trying to get an address to return them and they kept putting me off after several calls. By the time I received an address to return them I put them in the mail right away (went to the post office). I even insured them at the post office as well. ($16.80), Order # *****************

  

  Business Response

  Date: 11/13/2023

  *************,
  
  Thank you for your feedback and for explaining your experience to us.
  
  Our company has experienced a period of high growth, and with new service agents in training, some customer issues were not efficiently addressed. We feel that your experience was due to this, and want to assure you that we are doing our best to get our new service team up to speed on our policies and providing the best possible customer service to our community.
  
  We will process your refund as soon as possible, and you will receive an email notification shortly. Please note that refunds can take **** business days to appear on your credit card.
  
  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************.
  
  We are happy to have resolved this for you. 
  
  -Nano Hearing Aids Support Team

• Initial Complaint

  Date:10/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 hearing aids for my wife and when we got them they are making a load beeping sound I called the company and went back and forth trying to fix and they asked me to send them back and then 3 weeks later received used hearing aids that I guess were supposed to work.The same problem with these so at this point I just want my money back as these are junk.Was told because its passed 45 days there are no refunds If you jump though hoops trying to resolve of course 45 days will pass even though they say its a year warranty I am stuck paying monthly because its a third party billing so nano has already been paid by them and I am stuck paying these off monthly even though she cant use them.I would like them to refund the full amount to me.

  

  Business Response

  Date: 11/01/2023

  Dear ****,
  
  Thank you for your feedback and for explaining your wife's experience to us. Our goal is to help her hear better and we recognize that this was not her experience. We hope to rectify this and are sorry for your frustration. 
  
  While our return policy states that customers must reach out if they are not happy with their hearing aids within 45 days of receiving them, we understand that your wife had not began using her devices until some time after they arrived. At that time we made an exception to our policy and arranged for a replacement pair to be sent to you October 5, 2023. 
  
  We understand from your complaint that this pair also did not work well for her and regret that you did not reach out to us to let us know. We would like to offer you another replacement pair of hearing aids and this time, should your wife encounter any issues, we ask that you contact us via email or phone call immediately, and we will help you troubleshoot to ensure we get the right fit for her. 
  
  In order to set up your replacement hearing aids, we require you reach out to us, so that we can first set up a return for your current pair. Please contact us at either  ************ or ********************************** and we will assist you. 
  
  Thank you for your patience and we look forward to helping you resole this issue. 
  
  - Nano Hearing Aids Support Team