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:09/22/2022

  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.

  Mr. ****** has dementia. He ordered a hearing aid from Nano hearing aid from a tv commercial. We received the product and I contacted them to let them know that we are going to return the product, cause Mr. ****** has no problem with his hearing. I explained to them of his situation. They wanted me to open the box and try it out anyway. I told them no. As I stated earlier, there is nothing wrong with his hearing only his dementia. I sent it back unopened and requesting a refund. It’s been almost two months and no refund. Every time I call they tell me that they will let the refund team know about this. I believe that they are preying on the elder and hope they forget about getting their refund. All I want them to do is refund the money back. I am mr ****** cousin and his POA. ****** ** ******

  

  Business Response

  Date: 09/24/2022

  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

  Nano hearing aid has been telling me the same thing for about 3 weeks now. Why can’t they process the refund. Nothing is still getting accomplished 

  

  Business Response

  Date: 10/04/2022

  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 Oct 2, 2022, 5:49 pm, in the amount of $407.40. 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

• Initial Complaint

  Date:09/22/2022

  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 ordered a set of hearing aids on 9/2/22 for my mother-in-law who lost her hearing aids at the Arbors assisted living center in ****** **. We have tried on multiple occasions to have her wear the hearing aids to no avail she cannot and will not wear these hearing aids, according to the Nano hearing aids web site that the hearing aids can be returned for a full refund if we are not happy with the hearing aids within 45 days of purchase. I have called this company's customer service and the return department on 4 separate occasions, and I get the same run around that there is no one there to assist me with a return for a refund, and that my request has been elevated. Why does this company make it so difficult to return an item when it specifically says on their web site. I feel that they are taking advantage of me because if I return the items without an RMA # i will have to pay a 20% restocking fee which equates to over $100.00, Please help me with this issue .My order # ****** Order placed on 9/2/2022 item received on 9/8/2022 Initial contact to request an RMA # on 9/18/22, 9/19/2022,9/20/2022,9/21/2022

  

  Business Response

  Date: 09/26/2022

  Hi ******************, 
  
  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:09/22/2022

  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 Nano Hearing Aids for my mother. They were $297, they didn't work so I sent them back with in the 45days. I used *** and they were in pristine condition when they left ********. They received them August 4th and said 45 days for my refund. I called and emailed multiple times each time receiving different stories. Finally at 45 days they emailed me and said case was broke and if I sent them 79 dollars for the case they would give me my refund. Im not sending that company any more money. I just want my refund back and I feel really bad for the elderly they continue to scam.

  

  Business Response

  Date: 09/23/2022

  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: 09/29/2022

  
  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:09/22/2022

  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.

  We purchased a pair of hearing aids from this company (Nano) and the first pair kept coming
  apart when they were removed from the ear. I called Nano and the gave me a Auth # (********* *or return which I did.
  
  We received the replacement pair and these made a lot of noise so I call Nano and the gave me a RMA
  number (********) for refund which I requested.
  
  Nano is now saying the replacement pair was damaged by us and a refund was not approved. The photo
  which Nano sent to me was a photo of the original pair which kept coming apart when removed. I feel
  this company is not willing to make a refund and is treating me fair. They are using the first bad pair of
  aids as if it was the second pair that made noise and returned for refund.
  
  I have attached a pdf file of the supposed damaged aid, please note date 9-13-22 I
  didn't return the first pair until 9-20-22. I have supporting usps info on. both if needed.
  
  Thank You, ****** Boehmer
  *********************** ************

  

  Business Response

  Date: 09/23/2022

  Hi Ms. ********
  
  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 #****** and #******. It was inspected and classified as  Physically Damaged (both sides and right side of the hearing aids were physically damaged-  the shell is broken). 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: *************************************************
  
  We apologize for any inconvenience. Please understand that we have a policy we must follow.
  
  Thank you,
  Nano Hearing Aids Support Team

  Customer Answer

  Date: 09/24/2022

  1. The statement about  the aids being damaged are not true. This pair of hearing aids they are referring to are the FIRST PAIR sent and

  kept coming apart when removed from the ear. I called customer service and told them the problem. They informed me to

  return this pair and gave me a auth# for return and informed me a new pair would be sent which they were. 

   

  2. The picture of the single aid is supposedly one that was damaged from REPLACEMENT PAIR isn't the one my wife

  tried(wrong color) and it was very noisy when trying to use. This' aid didn't come apart as shown it was just very

  noisy.  And they indicate it was not returned in the way they wanted, the only thing from this pair(2nd) that was

  tried was the new aid, no bags were opened everything was the same as when it received

   

  I don't understand why they (Nano) does not want to be fair about this issue. All they seem to say is

  everything is damaged when received, is this the way all customers are treated? Not fair. I'm just

  looking for a fair solution to this issue.

   

  ****** *******

  

  Business Response

  Date: 09/26/2022

  Hi Ms. ******** 
  
  We understand your frustration about this but as we mentioned previously, we received your unit back under orders #****** and #****** with physical damage, and the photos we sent to you are for your 2nd device and 1st order. 
  
  As per the inspection result in your hearing aids, it was physical damage due to misuse, and technicians checking it one at a time was really due to misuse not in delivery or upon inspection and the damage found won't be covered by 12MMW that's why we have stated before prior rep, $49/$79 will be charged as you have no elite protection plan purchased that covers damages. 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. 
  
  And yes, it was stated in our policy that if you are not happy with your hearing aids you can return them for a refund within your 45- MBG. However, it also stated in our policy that "You must return the Product to Nano Hearing Aids to receive a refund. 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, original packaging, user manuals, Inserts, and other printed documents". We endorsed your issue to the return team for further review. 
  
  For further questions on our returns and policies please feel free to visit our online website at: ************************************************
  
  We apologize for any inconvenience. Please understand we have a policy we must follow. 
  
  Thank you,
  Nano Hearing Aids Support Team

• Initial Complaint

  Date:09/21/2022

  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 nano hearing aids . they didnt work after several attemps even with tec suport thru nano . i got a rma #******** and returned them to them wich they recieved back on september 7th,2022. called them today only to find that they say their was damage to package or nano case . they have no number to reach returns ,i want my money back.the post office packaged this for me and shipped with tracking number.

  

  Business Response

  Date: 09/23/2022

  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:09/20/2022

  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 had to return the hearing aids because I was allergic to the part that went into the ear, it also gave me ear ache. I followed their return policy using the info that they e-mailed to me. I mailed on August 18, 2022 to Nano Hearing Aids, Return Center **** ** ****** *** ***** * *** ****** ** ***** They were received by them
  on August 22, 2022, according to my post office tracking receipt.
  The Order Number is ****** and the RMA number is ********.
  I have called several times regarding the refund that was approved by them but I get the run around. The amount in question is $297.00. My purchased was made on my credit card, I would appreciate your help.

  

  Business Response

  Date: 09/20/2022

  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: 09/26/2022

  Regarding the above complaint, I have not received the money back as of Sept. 26, 2022

  
  

  

  Business Response

  Date: 10/02/2022

  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 Sep 27, 2022, 9:16 pm in the amount of $320.02. 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

• Initial Complaint

  Date:09/19/2022

  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.

  We returned a set of hearing aids to this company, and they received them July 8th. We still have not gotten our refund. I called in August and they said they would get it right out. Then I called again in September and they had the nerve to tell me that they were going to keep 20% of the refund because we didn&#**;t call them before returning them. I think that is crazy.

  

  Business Response

  Date: 09/23/2022

  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:09/19/2022

  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 helped my mother purchase a Nano hearing aid product on August 24, 2022. She received the hearing aids on August 29, 2022. She is currently using another hearing aid product that has an over the earpiece but wanted to try the Nano in ear devices. It was quickly apparent that the in ear device was not a good fit for her. The owner's manual was vague, the daily battery charge did not last for the entire day, and the volume buttons made no indication of what volume the device was on. On September 7th, I reached out via email to request return information and a refund. The same day, I received information on how to fix the battery issue. It didn't work. I sent another email on September 8th, upon which I was offered an upgrade to one of two different hearing aids, both over the ear devices. I again requested return information and a refund. This time I was told someone would call me within 48 hours. This was on September 9th. After waiting 4 days with no call, I called the number that was provided. When I explained that we wanted a refund, I was told that was a different department and the representative couldn't connect me, but someone would call. Three days later , September 16th, there has been no call, so my mom called. She was told that she would receive a call back. After an hour, she called again and was told to be patient and not to call again today. I sent one more email detailing these exploits and was told that someone would call but I could try another number. Upon calling this number, I was routed back to the original return number. There is a 45-day return time with Nano and it seems that they are trying to wait us out in order to keep my mom's $497. What started this whole process was a commercial by Nano advertising their hearing aids for $297 but when ordered online, these particular ones cost $497.

  

  Business Response

  Date: 09/19/2022

  Hi Ms. ******,
  
  We sincerely apologize for any confusion and thank you for following up with us on your order. We pulled up your records which show that we have already issued you an RMA (#********) today Sept. 19, 2022. As per our policy, wherein ALL products must be returned and inspected for product disposition before the refund is processed. If you have the tracking number that you used to return your item or proof that this order has already been returned back to the NANO warehouse, please send an email or call us for a quick resolution.
  
  We do apologize but we hope you understand that we have a policy that also needs to be followed and met before we issue refunds, but we assure you that we’re working on your concern.
  
  We sincerely apologize and thank you for your patience in this matter.
  
  Nano Hearing Aids Support Team

• Initial Complaint

  Date:09/18/2022

  Type:Order 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 ordered hearing aids, and they did not work for me. I returned them according to ****'s policies and was assured they were received by the warehouse on 8/3/22 at **** Mojave suite B in *********, ******. My refund due to me is $536.76. I have called several times and emailed many times for an update on the process of my refund. I continually get put off. You cannot speak to the return department. When I email, I just get a canned response saying they are working on the refund process. I am retired and in need of my refund. I have never seen such poor business processing of a refund. The company had no problems taking my money when I made the purchase. Please help me get my money back.

  

  Business Response

  Date: 09/18/2022

  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:09/14/2022

  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 recently purchased your nano hearing aids and the first set that was sent to me was faulty and they were returned on 7/15. I spoke to someone and they promised to return my funds. They sent me a 2nd pair which also did not work and those were returned on 7/25. Total of about $497 is what was paid and still has not been refunded. order numbers #******** and #****** tracking #s **** **** **** **** **** 36 **** **** **** **** **** 58 This is what was emailed to Nano on 9/9/2022 and a response has not been received. I just want a refund on my money. I received products that did not meet their promise and the product was returned. I would like a returned phone call to discuss these issues that you are having and I would like a refund today. I am not sure of what issues you are having but it is not my issue to deal with. The items were purchased and paid for in full prior to you sending the items to me and I in return expect your company to keep you word. I need the $497 refunded to my account today.

  

  Business Response

  Date: 09/14/2022

  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