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:08/26/2022

  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 purchased hearing aids on May 25 2022 from Nano Hearing Aide. I have received a total of nine of them and not one lasted more than two weeks. At this point I have one in my possession that doesnt work. They admitted the last one that failed, after four days, was defective but still want me to pay more money to get it back with no guarantee. *** asked multiple times for my money back with no luck. At this point I have nothing and they have my money is the short version. I have emails if you want them. I find them very deceptive with how they dont tell you about the warranty being canceled after the first set failed on the second day I had them and it went down hill from there. Please advise me what I can do if anything. Thank you. *******************. Please feel free to call me. Phone number ************ Thank you again. Thank you.

  

  Business Response

  Date: 08/26/2022

  Hello ****************,
  
  Thank you for reaching out to Nano Hearing Aids with the following information. We have reviewed your account thoroughly and our system shows you made your original purchase made on May 25, 2022, at 1:10 pm, and delivered to his shipping address on Friday, June 03, 2022- MBG ended on July 18, 2022. On Friday, June 10, 2022, the customer received his 1st replacement so the new MBG restarted and will end on 7/25/22. We'd like to clarify that from this date you were past your 45-day money-back guarantee and your order is not qualified for any FREE replacement or exchange as we offer a 1-year warranty per paid order. As per our records, you already received 4 replacements/exchanges up to Friday, July 22, 2022, and the 5th order, order #****** was sent to us and is missing the left side. Since you have already received multiple replacement/exchange units, your order is not qualified for any FREE replacement or exchange as we offer a 1-year warranty per paid order only. The only way we could consider your replacement is if you can pay a $79.00 repair fee for two sides of hearing aids/$49.00 single side replacement, otherwise, we will be unable to replace your product. We will contact you shortly to discuss your issue personally and please keep your line open.
  
  Please feel free to reply to the direct email we have sent you with the information and clarifications requested. Your cooperation is highly essential in coming to a solution.
  
  For further questions on our returns and policies please feel free to visit our online website at:https://nanohearingaids.com/pages/refunds-policy
  
  We appreciate your cooperation and patience in this matter and apologize for the inconvenience.
  
  Nano Hearing Aids Support Team

  Customer Answer

  Date: 08/27/2022

  I have no operating hearing aids and they have my money. There warranty is a scam. They send you a product that has problems and they know it. They replace it with another one that has the same problem. Then they offer a free upgrade that has problems and then they send you one to replace a defective product and at that point youre out of luck and warranty. *** asked multiple times for my money back. *** told them I dont want the hearing aids and just want my money back. And why would anyone pay them for another product that has NO warranty. They pray on senior citizens like me on fixed incomes. All I wanted was to have a hearing aid. The warranty lawereze they use is designed to take a persons money and give them nothing. It is premeditated and designed to do exactly what it accomplished and that in my opinion is a scam. 

  

  Business Response

  Date: 08/27/2022

  Hi ****************, 
  
  We understand your frustration about your order. As we mentioned previously, you have already received multiple replacement/exchange units, and technicians checking it one at a time was not defective. Your order is not qualified for any FREE replacement or exchange as we offer a 1-year warranty per paid order only and the elite protection plan you purchased is already used when you get your 3rd order. The only way we could consider your replacement is if you can pay a $79.00 repair fee for two sides of hearing aids or a $49.00 single side replacement, otherwise, we will be unable to replace your product. We will contact you shortly to discuss your issue personally and please keep your line open.
  
  For further questions on our returns and policies please feel free to visit our online website at: https://nanohearingaids.com/pages/refunds-policy
  
  We apologize for any inconvenience. Please understand we have a policy we must follow. 
  
  Thank you,
  Nano Hearing Aids Support Team

  Customer Answer

  Date: 09/01/2022

  If there was nothing wrong with the product why didnt they return it? Why didnt they advise me of there findings? When the first set didnt work they didnt offer to examine them. Like hey *** thats not right to have this problem. Send them back so we can find out whats wrong and avoid our customers having this problem again. No they say heres another set. At that point your 45 day money back guarantee is toilet paper. Set number two same problem. I asked for my money back after this second pair failed. They dont say a word about using any warranty. They offer an upgrade to the third pair which there were multiple failures and they offer to send a replacement. All three warrantys are done. One of their representatives told me the last one that was four days old when I sent it back was defective. I have that in writing. Now they say no problems with any on the products were found. All in perfect working order why didnt they send them back if there was nothing wrong. The problem with the upgraded version was with rechargeable batteries that quit being able to be recharged. I talked to a guy named ***** and asked if they know of any existing problems with a group of products that these were from. He advised that the replacement set would be from a different order. Same problem with that set. Thy copy and past the same response when I contact them. Im not the smallest person on the planet but this sure looks like a planed way of cheating people. The entire scenario is planed out and followed to perfection. I my opinion it is a scam. Ill have my daughter figure out how to convert all of the email to a format that works for you and send them asap. Thank you for your help. *******************. Please feel free to call me ************ it would be a lot easier for me. Thank you again. 

• Initial Complaint

  Date:08/22/2022

  Type:Customer Service 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.

  On 11-22-21 I received a set of hearing aids from Nano Hearing Aids. I paid $349 for the pair, which included the amount for insurance. The insurance was in case either or both were lost. Either or both hearing aids would replaced for free. So on Wednesday August 17, 2022, I lost the right ear hearing aid. I called to see about a replacement from Nano and on the other end of their phone there was no sound. So I looked up the management number and dialed it with no sound on their end. I dialed the main office in La Jolla, Ca. and no ringing sound of a phone at that number either. So I have tried all three phone numbers connected to Nano Hearing Aids with no satisfaction. I thought they had just packed up and left.

  

  Business Response

  Date: 08/22/2022

  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:08/19/2022

  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 purchased hearing aids from this company on 6/18/22. I returned the item 7/22/22 as my father did not like them. They received my item and told me it was inspected and approved on 8/2/22. They proceeded to tell me different things each time I called, ie: It takes 2-3 weeks, 74 hours, etc. to receive my refund. It is now 17 days after my item was inspected and approved. Of course they do not have a contact number to the returns department who inspects the item, so they cannot give me a status of the return.

  

  Business Response

  Date: 08/19/2022

  Hi Mr/****************, 
  
  We sincerest apologies if this was not given any update sooner and I truly understand your frustration. As per our record, my colleagues already escalated your refund and you are already in our refund record. I had also endorsed this matter to the person who's been handling a refund for a quick resolution and we assure you, that you will get your refund as soon as possible. We respectfully request you to hold off on any further actions until this is resolved. 
  
  We sincerely apologize for the inconvenience and thank you for your patience,
  
  Nano Hearing Aids Support Team

• Initial Complaint

  Date:08/16/2022

  Type:Customer Service 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 June 12, 2022 and returned them on July 13, 2022 by *** with overnight shipping. Nano Hearing aids told me they received them on the 14th of July and they are waiting for the warehouse to OK the hearing aids before they will issue a refund. I have called about 4 times now and they told me my money would be in my bank by August 5th. I checked with my bank today and they said the money is not there. The first pair was too big so they sent me a second, smaller pair as a replacement. Both packages were sent back together as they did not work, they are both too big.Order # ****** Paid: $327.87 and $108.38

  

  Business Response

  Date: 08/17/2022

  Hi **********************, 
  
  We sincerest apologies if this was not given any update sooner and I truly understand your frustration. As per our record, my colleagues already escalated your refund and you are already in our refund record. I had also endorsed this matter to the person who's been handling a refund for a quick resolution and we assure you, that you will get your refund as soon as possible. We respectfully request you to hold off on any further actions until this is resolved. 
  
  We sincerely apologize for the inconvenience and thank you for your patience,
  
  Nano Hearing Aids Support Team

• Initial Complaint

  Date:08/10/2022

  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.

  45 days ago on 6/26/2022 I ordered hearing aids for my husband. We were very excited that he would be able to hear. I admit we were taken in by the ad.After we got them we started to do research to see how to use them properly.We came across reviews by doctors on ******** We paid $697.00 for the hearing aids and $79.00 for the protection for a total of $776.00. After arguing with them about their return policy we returned them. They did not want to follow their own policy. The hearing aids were also very cheaply made. We never used them and sent them back completely unused with all the paperwork.I followed their instructions and got confirmation that they received the hearing aids. Now 45 days later we still don't have our refund. We are seniors and cannot afford this expense. We have not been able to go get real hearing aids because we cannot get our money back. After reading the reviews it seems that returning money to consumers is a real issue. I hope this can be resolved as soon as possible. I called today and they said they would put a rush on it and my card would be credited in 4-7 days but I don't believe them and don't want to wait and see what they will do. Thank you for any help you can give me.

  

  Business Response

  Date: 08/12/2022

  Hi ******************, 
  
  We sincerest apologies if this was not given any update sooner and I truly understand your frustration. As per our record, my colleagues already escalated your refund and you are already in our refund record. I had also endorsed this matter to the person who's been handling a refund for a quick resolution and we assure you, that you will get your refund as soon as possible. We respectfully request you to hold off on any further actions until this is resolved. 
  
  We sincerely apologize for the inconvenience and thank you for your patience,
  
  Nano Hearing Aids Support Team

• Initial Complaint

  Date:07/30/2022

  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.

  I ordered hearing aids , was told they would ship within 2 to 3 days. They didn't ship .When I called they told me it would be 10 days before they ship, so I text the company to see what the problem was. She told me the charger was out of stock, but she would send a better one for the same *********** I thought that would be good. When I received the package there was nothing but a invoice in it.I text them back and told them I want my ****** dollars back.She told me she sent all info to returns and I would hear from them in 24 to 48 hours. Haven't heard from them and its been 3 days.Im so upset about this ************ had stamped package ( Received with no contents ).

  

  Business Response

  Date: 08/01/2022

  Hi **************, 
  
  We sincerely apologize for any convenience this has caused you and thank you for following up with us on your order. We checked our records and your request has already been endorsed by the *** team. We are working on your concerns and will contact you shortly to discuss this matter and improve the situation.
  
  We have already assigned you to someone from our support team to reach out to you shortly to help explain, clarify, answer your queries, and resolve your concerns about your return and refund request. Please keep your line open.
  
  We apologize for the inconvenience and thank you for your patience.
  
  Nano Hearing Aids Support Team

  Customer Answer

  Date: 08/19/2022

   I received your email saying that their refund department would contact me about my refund. I haven't heard from them . Its been 10 days. Do I need to give them more time?

  

  Business Response

  Date: 08/20/2022

  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:07/30/2022

  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.

  On March 31, 2022, I ordered a set of hearing aids for my wife from Nano Hearing Aids costing $297. They didn't work for her so we tried to return them on April 7 for a refund. Instead, we were offered a better pair, costing an additional $200.
  
  Those didn't work for her either so, on April 21, we were once again persuaded to try the next model up, for yet another $200. I also opted to pay an additional $79 for the protection plan at that time.
  
  On May 24, since they still didn't work for my wife, we agreed to try a replacement for those, since the sales person was convinced we must've received faulty aids. When we found that the replacements didn't work for her, after giving them an extended try-out, we contacted Nano to return them for a refund, only to be offered their top-of-the-line model at no extra cost to us. We were assured, both during that call, which took place on June 15, and the subsequent email the same day confirming the order, that we were "still within the 45-day return policy, so there’s seriously no risk in trying [them]" so, reluctantly, I agreed to the free upgrade.
  
  However, nothing happened so I contacted them again on June 24, and they sent out the upgraded aids.
  
  They didn't work for my wife either, so I contacted them on July 20 for a refund. Their email reply states that "[t]he 45-day money-back guarantee ended on June 9, 2022." That's 6 days BEFORE we were told verbally and in an email that we were ""still within the 45-day return policy"!
  
  Nano refuses to refund our money, doggedly maintaining that this is their process and policy. I believe we've given them an abundance of grace in trying to find a product of theirs that works for my wife, and to find now that we have been strung along by them is very disappointing.

  

  Business Response

  Date: 07/30/2022

  Hi Mr. *******, 
  
  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. 
  
  We apologize for the inconvenience and thank you for your patience.
  
  Nano Hearing Aids Support Team

  Customer Answer

  Date: 07/30/2022

  This is not a resolution.  In fact, the company has emailed my wife stating that our 45-day period actually ended on May 21.  This despite the fact that their previous email to me said June 9, and the email before that said we were still within the 45-day period on June 15.  And, of course, the company sent us hearing aids on May 24 so none of their responses make sense.  The only reasonable explanation for this series of untruths is that this company's policy is to obfuscate their way out of any responsibility.  This is unscrupulous behavior and we await our refund.

  

  Business Response

  Date: 08/01/2022

  Hi Mr* ******** 
  
  We sincerely apologize for any confusion and convenience this has caused you. We reviewed your account thoroughly and you are still within your money-back guarantee. You will need to request an RMA number through your email address and will use your own shipping label to return your order #431047 as we don't generate any shipping label for the customer. Once the hearing aids were returned/inspected in good condition (not physically damaged) your refund will be processed on time. Please check your email for our latest response. 
  
  We respectfully request you to hold off on any further actions until this is resolved and thank you for your patience.
  
  Nano Hearing Aids Support Team

  Customer Answer

  Date: 08/03/2022

  The order number referred to in the response, by itself, depended on the money paid previously through order number* ******, ******* ******, ****** and ****** for payment of the hearing aids received.  No money was exchanged as a result of order numbe* ****** per se.  Despite several requests to clarify that the prior payments would be included in the consideration of the refund, the responses we have received are vague.  For example, in response to the question "if you receive [the hearing aids] back with no physical damage, what will be the amount of the refund?", the response was "you will be refunded fully if the last pair qualified for the refund."  Given the history of obfuscation and attempts to avoid giving us a refund, I'm sure we could be forgiven for treating such vagueness with some suspicion.  The invoice for order number ****** shows the cost of the product as $799 and a discount of $799.  That "discount" was actually money we had already paid to Nano, but unless those payments are acknowledged as directly applying to order 431047, and that the refund will incorporate those payments, I cannot accept this as a resolution yet.  Once that clarification is received, I will happily return the hearing aids and expect a full refund of all money paid.