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:03/01/2023

  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 a pair of hearing aids from Nano Hearing Aids over the phone. The pair is $597.00 and came withj a 45 day refund. The pair was ordered 12/08/2022. They did not work properly. CS was called and I was offered a second pair 12/21/22 and extending the 45 days to cover the new pair. This pair did not work properly . A second call was made and a third pair different from the others was offered on 01/05/2023 once again with the 45 day refund extended for the new pair. The third pair was ordered and also was not acceptable and returned 02/09/2023. UPS delivered the returned merchandise 02/14/2023. Their records show they received it 02/18/2023. I called CS 02/28/23 to discuss my refund, spoke with a manager and was told the refund was only available for the first pair.I find this highly unacceptable and want my refund. I would appreciate your assistance.

  

  Business Response

  Date: 03/03/2023

  Hi Mr. ******,
  
  Thank you for getting in touch with us. We have forwarded your response and our record shows one of our CS reps has already been in touch with you on 2/28/23 and went over the return and refund policy with you and provided you with the answers you needed to your queries about your hearing aid unit. We hope this resolves your immediate concern.
  
  Thank you for your patience and please don't hesitate to reach out to us via email at [email protected] in case you have further concerns or queries.
  
  Nano Hearing Aids Support Team

• Initial Complaint

  Date:02/22/2023

  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 responded to an ad promoting a 45-day trial period and full money back guarantee and ordered Nano hearing aids on November 6 2022. After trialing them for a few days it was obvious they did not work properly and were very uncomfortable. I called to return them on November 14 2022. Nano offered me another pair to trial. THEY STATED THE 45-DAY TRIAL WOULD RESTART UPON RECEIPT of the new pair of hearing aids, which arrived on November 18 2022. Again, the hearing aids did not work properly and were uncomfortable so after trialing the second pair for a couple weeks I called to arrange a return on November 29, 2022. Nano talked me into trialing a third pair. THEY DID NOT STATE THE 45-DAY TRIAL PERIOD WOULD NOT RESTART UPON RECEIPT OF THE THIRD PAIR. THE RECORDED CALL WILL VERIFY THIS. The third pair arrived on December 3 2022. I trialed the third pair for 38 days and again was not satisfied. On January 11 2023, I called to arrange a return and refund. They told me I was beyond the 45-day trial period because the trial period was based on receipt of the second pair, not the third. I had no reason not to believe the trial period would restart upon receipt of the third pair and last until January 18 since I was previously told that is how the trial period works. They refused to accept return of the third pair of hearing aids and provide a refund. The first two pairs of hearing aids were returned in the exact same condition in which I received them. Nano claimed they were damaged. If there was any damage, it occurred prior to my receipt of the hearing aids and that is probably why they never worked properly and were uncomfortable. As an older person losing my hearing, I feel I was tricked and taken advantage of. Their goal was not to provide a satisfactory product but to find a way to keep the money I paid them for the first pair. All the information I provided here can be verified by reviewing the recorded phone calls and string of emails between Nano and myself.

  

  Business Response

  Date: 02/23/2023

  Hi Mr. *****
  
  Thank you for getting in touch with us. We have forwarded your response and our record shows one of our CS reps has already been in touch with you on 1/23/23 and went over the return and refund policy with you and provided you with the answers you needed to your queries about your hearing aid unit (Please see the attached file). We hope this resolves your immediate concern.
  
  Thank you for your patience and please don't hesitate to reach out to us via email at [email protected] in case you have further concerns or queries.
  
  Nano Hearing Aids Support Team

• Initial Complaint

  Date:02/21/2023

  Type:Delivery 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.

  
  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.
  
  Regards,
  
  *******************************
  
   
  

  

  Business Response

  Date: 02/22/2023

  Hello ******************,
  
  We truly understand your continued frustration with your refund request and thank you for following up with us on your order. 
  
  We have sent a follow-up request to the Refund Team to process your refund immediately. We do apologize for the delay on your refund, as we have a process that also needs to be followed and met before we issue refunds, but we assure you that were working hard to ensure everything goes smoothly and that you will get your money as soon as possible and we will send you an email notification once this is done.
  
  We sincerely apologize and thank you for your patience,
  
  Nano Hearing Aids Support Team

• Initial Complaint

  Date:02/20/2023

  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.

  
  
  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.
  
  
  
  Regards,
  
  
  **** ****
  
  
  
   
  

  

  Business Response

  Date: 02/22/2023

  Hi Ms. ****, 
  
  We sincerely apologize for any confusion and thank you for following up with us on your order. We are working on your concerns and will contact you shortly to discuss this matter and improve the situation. Please check your email for our latest response. 
  
  We apologize for the inconvenience and thank you for your patience.
  
  Nano Hearing Aids Support Team

• Initial Complaint

  Date:02/20/2023

  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.

  There 45 day return policy is great if a buy has the aids and uses them for the full 45 days. I did not have that luxery. I sent my aids back within a week of receipt for repair/replacement. Mine were ordered on 12/20/2022. Returned under RMA 24764759 about one week after receipt. I had to call to find out the status of my return. I was told they would be returned (probably new units). The second pair were sent out 02/08/2023 and I received them a few days later. The original units were only in my posession for about a week before they were returned. So, eventhough my use of the units was for only 7 days,and the rest of the time the units were in the posession of the the NANO repair facility,  I am still under the 45 day return policy? Seems like a scam to me. 

  

  Business Response

  Date: 02/22/2023

  Hi Mr. ****,
  
  Thank you for getting in touch with us. We have forwarded your response and our record shows one of our CS reps has already been in touch with you on 2/19/23 and went over the return and refund policy with you and provided you with the answers you needed to your queries about your hearing aid unit. We hope this resolves your immediate concern.
  
  Thank you for your patience and please don't hesitate to reach out to us via email at [email protected] in case you have further concerns or queries.
  
  Nano Hearing Aids Support Team

  

  Business Response

  Date: 02/26/2023

  Hi Mr. ****, 
  
  We sincerely apologize for any confusion but as we mentioned previously, the call record has been reviewed and no MBG extension or new MBG was provided. 
  
  As per our policy, you have 45 days from the receipt date of your first purchase which is on 12/28/22 to contact the company, secure an RMA, and return the product for a refund. However, your 45-day money-back guarantee ended on 2/11/23. Our record shows one of our CS reps has already been in touch with you on 2/19/23 and went over the return and refund policy with you and provided you with the answers you needed to your queries about your order via email. 
  
  We are working on your concerns and will contact you shortly to discuss this matter and improve the situation. 
  
  Please don't hesitate to reach out to us via email at [email protected] in case you have further concerns or queries.
  
  We apologize for the inconvenience and thank you for your patience.
  
  Nano Hearing Aids Support Team

  Customer Answer

  Date: 03/01/2023

  
  
  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.
  
  
  
  Regards,
  
  
  
  ***** ****
   
  
   
  

• Initial Complaint

  Date:02/20/2023

  Type:Delivery 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.

  #1 On 8/23/22, I placed an order (451670) for hearing aids. I received it on 8/26. Nano recommends a 21-day trial period to get accustomed to them. You have a 45-day return policy if you are not satisfied. I tried them for several weeks and I decided to return them. Nano authorized the return. (RMA #********}. Nano received it on 9/26. USPS#*********************** Total time 32 days. The price for this order was $297.
  
  #2 On 9/19, I asked to try the digital model. The order was placed (457731). Additional cost was$200. I asked about the 45-day return policy and the person I spoke to said that 45 days is in effect
  I received the order on 9/23. After several weeks, again, I wasn't satisfied. I attempted to call Nano on 10/20, the return department will call you back. The next day, the person who answered said I will let them know to call you. It took 5 DAYS to get to the Return dept and I called them. They gave me an (RMA#24583237). The UPS#1Z37Y448033830094. Total time 39 days.
  
  As it stands, Nano reimbursed me $200 for the 2nd order. Nano received that order by the 39th day but refused the $297 on order #1 because they told me "I had it too long." That was 32 days.
  
  How is this possible?! 32 days is longer than 39 days
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
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  Business Response

  Date: 02/22/2023

  Hi Mr. *****
  
  Thank you for getting in touch with us. We have forwarded your response and our record shows one of our CS reps has already been in touch with you and went over the return and refund policy with you and provided you with the answers you needed to your queries about your hearing aid unit.
  
  Your main order was delivered to your mailing address on Friday, August 26, 2022, under order #451670. As per our policy, you have 45 days from the receipt date of your first purchase which is on 8/26/22 to contact the company, secure an RMA, and return the product for a refund. However, your 45-day money-back guarantee ended on 10/10/22 and you only contacted us on 11/2/22 asking for a return for a refund. 
  
  As per our records, your order under order #****** *** successfully refunded on Jan 3, 2023, 10:06 pm in the amount of $200.00. We hope this resolves your immediate concern.
  
  Thank you for your patience and please don't hesitate to reach out to us via email at [email protected] in case you have further concerns or queries.
  
  Nano Hearing Aids Support Team