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:09/27/2022

  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 only got a partial refund for the appliance. They were supposed to refund me for my insurance as well, $79.00. I haven't received that and I've asked repeatedly for the refund. Now they are giving me the runaround, saying I can only contact them through email.

  

  Business Response

  Date: 09/27/2022

  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:09/27/2022

  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.

  Ordered Nano CIC Rechargeable Hearing Aids on July 9, 2022 for $297.00. Received products and discovered they did not fit. Returned product 29 days later by **** for a refund. made several calls and was told the product was received by them on 11 Aug and was slated for return of funds. 51 days later and still no refund. I have filed a complaint with the ****** of ******** General of ****** and suggest others do so as well.

  

  Business Response

  Date: 09/27/2022

  Hello Ms. ***************** 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:09/27/2022

  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.

  In April of 2022, I ordered a pair of hearing aids from Nano. First, their website offers great sales but theres no true sales or savings. They trick you to think you have to hurry and make a purchase otherwise youll miss out. But, the price of the products do not change although the special sales detail does. Secondly, its details of its products are inaccurate about the product you are buying. They negligently list different products under the same model number in the description of the product you may want to purchase. Third, they sent the wrong aids and I had to return them and wait for a refund. After 4 months of being told I would receive a refund, I was eventually told that during Nanos inspection the hearing aids had a huge scratch on one of them and **** denied the refund. Many red flags because I returned them almost immediately because they were the wrong aids. But also, they were returned within Nanos 45 day money back guaranteed period. They wont return the refund or deliver the correct hearing aids unless I have to pay almost $100! Oh and when I had to return the hearing aids because **** sent the wrong ones, I had to pay almost $60 for the shipping cost! Even though it was their mistake. This company is a scam and a bunch of crooks with cheap and terrible products. No one should consider this joke of a company. Im reporting Nano to *****, Californias and Nevadas Attorney General.

  

  Business Response

  Date: 09/27/2022

  Hello Ms/******************,
  
  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:09/26/2022

  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.

  On June 22, 2022, I ordered a pair of Nano hearing aids for 327.44 online and paid with a ******** credit card. After trying to use them for several weeks, I could not get used to them and called customer service at Nano. They agreed I could return them. On Aug. 8 I got an email from Nano support verifying that they received the return. They stated that it can take 30-45 days to issue a refund. It has now been over 45 days. I have emailed them asking for an update and [email protected] keeps saying "be patient." My concern is that they are just stalling and hope I'll forget about it. The customer service department seems to be unable to do anything about it and I have no way to contact the refund department. I just find it hard to believe that it takes more than 45 days to process a refund which caused me to wonder if they are about to declare bankruptcy. Perhaps that is overly suspicious but over 45 days is unusually long. One thing that was really strange is I got an email from a James B at Nano saying I have a 16.18 store credit for my purchase - apparently he didn't know I returned the hearing aids. It did make me feel that the right hand there doesn't know what the left hand is doing.

  

  Business Response

  Date: 09/27/2022

  Hello Ms. ***********,
  
  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 we’re 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

  Customer Answer

  Date: 09/27/2022

  The reason I haven't accepted this response is that Nano has made these promises and asked for patience multiple times. They don't dispute that they owe a refund, but they just don't make it happen. The response I will accept is when they actually send me the refund. I am afraid that if I accept this response, I will be back where I was before, and they will just endlessly stall. Therefore I want to leave the case open until they send the refund.

  

  Business Response

  Date: 10/04/2022

  Hello Ms. ************
  
  Our sincerest apologies if this was not addressed sooner, and we truly understand your frustration. 
  
  Our records show that a refund was issued via original payment method on Oct 2, 2022, 5:50 pm, in the amount of $327.44. The refund was deducted from NANO's account on Oct 4, 2022. Refunds have a 3-5 business day settlement period so please contact your CC provider again and confirm the status of your refund. 
  
  We hope this answers your immediate concern about your order, and if you still have additional queries, please do not hesitate to contact us. 
  
  Thank you for your patience and best regards,
  
  Nano Hearing Aids Support Team

  Customer Answer

  Date: 10/08/2022

  
  
  Better Business Bureau:
  
  
  
  Nano sent me a notice that they had refunded my money but it hadn't appeared yet on my credit card. I rejected the resolution because I needed to see the refund before I would accept it was done.

  
  

  Now the refund has shown up on my credit card. I actually emailed you to let you know but I don't know if you received it. 

  
  

  Thank you for your help.
  
  
  
  Regards,
  
  
  ***** ***********
   
  
   
  

• Initial Complaint

  Date:09/26/2022

  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.

  I purchased a set of hearing aids from nano on 7-14-22. they broke under warranty, so I prepaid for a return. they received them back on 8-29-22. they have not refunded my money. I have contacted them 5 times and all I get is the same empty promises of a refund. The story keeps changing as to why I have not received my money back. I think the business is a fraud. Please help me recover my money. The order number was ****** and it was billed to my **** card. $210.79 plus $9.74 for return shipping paid out of pocket .usps

  

  Business Response

  Date: 09/26/2022

  Hello Mr. ****,
  
  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 we’re 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

  Customer Answer

  Date: 09/27/2022

  I will not accept their response until all of my money has been credited back to my account

  

  Business Response

  Date: 09/28/2022

  Hello Mr. ****,
  
  Our sincerest apologies if this was not addressed sooner, and we truly understand your frustration. 
  
  Our records show that a refund was issued via original payment method on Sep 27, 2022, 9:16 pm in the amount of $210.79. Refunds have a 3-5 business day settlement period so please contact your CC provider again and confirm the status of your refund. 
  
  We hope this answers your immediate concern about your order, and if you still have additional queries, please do not hesitate to contact us. 
  
  Thank you for your patience and best regards,
  
  Nano Hearing Aids Support Team

  Customer Answer

  Date: 10/08/2022

  
  
  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:09/24/2022

  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.

  Purchased hearing aids from online ad for $297.00 on 5/25/2022. Received on 5/31/2022. Not satisfied as left hearing aid never worked properly and quit working all together. Returned both hearing aids and asked for a refund within the 45 day return window. Received by Nano on 6/14/2022 and they completed their inspection on 6/22/2022. Their determination was that hearing aid had been damaged stating they found scratches on the left unit. I cleaned and returned them as per instructions and there was no external damage when I returned them. I feel their return policy is misleading and the company is not to be trusted.

  

  Business Response

  Date: 09/26/2022

  Hi Mr. *****,
  
  Thank you for reaching out to Nano Hearing Aids. We want to clarify all concerns regarding your return.
  
  As mentioned previously, Returned Product(s) must be in good physical condition (not physically broken or damaged) and perfectly clean. All accessories originally included with your purchase must be included with your return. This includes the original packaging, User Manuals, inserts, and other printed documents as stated in our policy.
  
  Based on our records, we received the returned hearing aids under orders #******. It was inspected and classified as  Physically Damaged (the left side of the hearing aids was physically damaged- the shell is scratched). If the hearing aids were originally received damaged, you should have contacted us on the day you received them with a photo of the damage to resolve the issue right away.
  
  We have confirmed the way in which we received your product back at our warehouse was not the way in which it was sent out to you originally. Your hearing aids will be reshipped to you based on our conclusion, but repair fees may apply as you have no elite protection plan that covers damages.
  
  We offer a 1-year warranty per paid order on defects only, not including damages, so a cleaning and repair fee is required (please see the attached files for your reference).
  For further questions on our returns and policies please feel free to visit our website at: ***********************************************y.
  
  We apologize for any inconvenience. Please understand that we have a policy we must follow.
  
  Thank you,
  Nano Hearing Aids Support Team

• Initial Complaint

  Date:09/24/2022

  Type:Service or Repair 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.

  On 18 July 2022 I purchased hearing aids from Nano for $297 on purchase order * ****** per the attached invoice. I returned the hearing aids in early August due to poor fit for a full refund per the 45 day return guarantee from Nano. They were received by Nano on 8 Aug at 0955 per the attached USPS notice. 10 days later I inquired about the status of my refund and was told they had a process to follow that would take a maximum of 28 days from the time they received the hearing aids per the attached email. It has now been 47 days, and I have not received my refund. I have inquired numerous times about the status of my refund and continue to get the same canned responses saying they are sorry and apologize for the delay but they have a process to follow and the Refund Team would contact me, which has never happened. I have noted many complaints on BBB about delays in receiving refunds from Nano. The only reason for such delays is incompetence and/or staffing issues. I would hope there is no fraud involved. Nevertheless, Nano has made false statements about their refund timelines.

  

  Business Response

  Date: 09/26/2022

  Hello Mr. ******,
  
  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 we’re 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

  Customer Answer

  Date: 09/26/2022

  I have contacted Nano multiple times and this response is the same canned response I have received in the past. They did not address the fact that they made false statements about the refund timelines and have not stated why the refund is taking much longer than the maximum time required for refunds as stated by Nano.

  

  Business Response

  Date: 10/02/2022

  Hello Mr. ******,
  
  Our sincerest apologies if this was not addressed sooner, and we truly understand your frustration. 
  
  Our records show that a refund was issued via original payment method on Sep 27, 2022, 9:13 pm, in the amount of $297.00. The refund was deducted from NANO's account on Sep 30, 2022.  Refunds have a 3-5 business day settlement period so please contact your CC provider again and confirm the status of your refund. 
  
  We hope this answers your immediate concern about your order, and if you still have additional queries, please do not hesitate to contact us. 
  
  Thank you for your patience and best regards,
  
  Nano Hearing Aids Support Team

  Customer Answer

  Date: 10/07/2022

  
  
  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:09/23/2022

  Type:Service or Repair 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.

  7/30/22 purchased nano hearing aids Please see document attached

  

  Business Response

  Date: 09/26/2022

  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

  Customer Answer

  Date: 09/26/2022

  this is the same excuse they keep giving!  Today is day 47!  What about their statement of 4 weeks or sometimes less?  I cannot get any satisfaction it seems no matter who I go through. How can I get my money?  I was approved for a full refund on August 28!  They have had the hearing suds since August 10, inspected and approved, and approved for full refund!  I am tired of their lying about my refund.  I have emails from Sept 1 and on with this same answer! I have called and am told the same thing!  What is the next step?

• Initial Complaint

  Date:09/23/2022

  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.

  Ordered hearing aids from this company & returned them because they just werent for me. They received the return on 7/30/22. Ive called many times to check on my refund. I always get the same response no matter who I talk to that they have been inspected & Im now at the top of the refund list. *** also been informed that it takes 4 weeks to receive the refund after they received the return. Its now been 8 weeks since they received the ********** still havent received the refund back on my credit card thats charging interest. I contacted the company on Monday 7/19/22 on their website chat letting the person know that I have patiently waited for my refund & that Ive lost my patience. I informed her that if I dont receive the refund on my credit card by Friday 9/23/22 that I will file a complaint with the BBB. She messaged me that she passed my information on to the refund department. Its now ********** still havent received a refund on my credit card. My order # is ****** & the *** (returned merchandise authorization) # is ********

  

  Business Response

  Date: 09/26/2022

  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:09/23/2022

  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.

  Purchased a pair of hearing aids for my dad. They ended up not working well for him, contacted the company to refund. They talked us into a "too good to be true" exchange, we exchanged-which by the way took maybe 7 days total for the entire exchange process. They didn't work either so we have sent both pair back (paying $34 total for shipping back) Was approved a refund on August 5th and told it would be processed within 45 days but here it is 50+ days since approval and I have contacted weekly to see where we stand because we don't just have $ to go find another pair elsewhere. I keep getting the run around. They say its a "process" and I have been told it was on the priority list (have been for 3 weeks now) August 29th when I responded to an email that I already sent I was told it would be soon. Here is is 50+ days since first approved for a refund and they are just giving me the run around. Not once has anyone even reached out to let me know anything either. I have had to email in regards to the entire process. Definitely woundn't recommend if you are possibly going to send them back.

  

  Business Response

  Date: 09/24/2022

  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

  Customer Answer

  Date: 09/24/2022

  
  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,
  
  *************************