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:10/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered hearing aids on July 15, 2023, which were delivered on July 19, 2023. After wearing them a few days, problems arose with both hearing aids; I called on different days for replacements. Even with four brand-new aids, I still did not have a pair that worked properly for **** was aware of the company's requirement of a Return Merchandise Authorization (RMA), but I did not know how I was to get one. Their email approving the return of the original pair of hearing aids, dated July 31, 2013 (See attached) made no mention of an RMA. I returned, in one package, the original pair of aids and all accessories, PLUS the replacement left and right aids, but without an RMA (because I did not know how to get it). The company acknowledged that they had received everything, except the **** yet they still refuse to refund my money. Instead, they sent me an "upgraded" pair at no additional charge. That should have been OK, but the upgrade is even worse than the original pair. I have requested an RMA for the upgrades, but they have still not provided it.I have made numerous calls to their call center but all with the same results; the agent always says they can only approve a replacement item but not a refund. When I request a supervisor, they always tell me the supervisor will get back to me within ***** hours. When they leave a voice mail requesting that I call them back, it's again the same story; that person is not available.I requested a return authorization for the "upgrade " about a week ago, but I still don't have it.

  

  Business Response

  Date: 10/24/2023

  Dear *****,
  
  Thank you for your feedback and for explaining your experience to **. 
  
  While our Return Policy requires an RMA number be submitted with any returns in order to qualify for a refund, we recognize that due to miscommunication one of your returns was sent back without one. We also understand that your devices did not provide the best fit for you. Our goal is to help you hear better and we recognize that this was not your experience in the end. 
   
  In this case, we would normally request your order be reconsidered for a refund, but see in our system that you have initiated a chargeback with your bank, so will wait for the outcome of that. 
  
  If you have any additional questions once you have heard back from your bank, please feel free to reach out at ************ or email us at **********************************. 
  
  - Nano Hearing Aids Support Team

  Customer Answer

  Date: 10/27/2023

   I am rejecting Nano Hearing Aids' response!  I gave them adequate explanation as to why I returned the hearing aids without the required RMA, mainly because I did not know how to get the RMA.  They never specifically offered a refund to me, but all of their advertising, as well as their recorded spiel played while a person is on hold on a phone call, offer a 45-day money-back guarantee; yet, they insist that my return is ineligible for a refund.

  
  

  

  Business Response

  Date: 10/29/2023

  Hello again *****,
  
  Thank you for your response and I understand your frustration. 
  
  I want to reiterate that we are unable to reconsider your request for a refund currently because your payment is in chargeback status. You have to wait until the chargeback decision has been made by the bank because if it is successful, you will receive your payment back at that time.
  
  If the chargeback is not successful in your favor, please let us know via email and we will resolve this for you by setting up a return for your current hearing aids and providing you with a refund once the devices have passed inspection. This has been noted in your file. 
  
  If you have any additional questions, please email us at **********************************. We appreciate your patience. 
  
  - Nano Hearing Aids Support Team

  Customer Answer

  Date: 11/03/2023

  I am awaiting the decision from Discover regarding my charge-back against Nano Hearing Aids.  ****'s response to you suggests that they EXPECT Discover to decide in my favor, but Discover is still awaiting ****'s response back to them.  In the meantime, please keep my complaint #******** against Nano Hearing Aids open.

• Initial Complaint

  Date:10/10/2023

  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.

  I purchased Nano Hearing aids for my husband and they did not work for him. I paid $397. I followed return procedures, RMA # ********, Order# ****** to return them. They were returned in perfect condition. **** recieved my return on 4/26/23. I was told my refund was denied because the ball on the antenna was missing. The ball on the antenna was not missing when we sent it back. I did not think to take a picture prior to returning them because I had complete trust in the company. Through the month of 5/23, I sent several e-mails to Nano addressing my concern and got a generic response each time. I asked that my correspondence be given to the Director in charge for review and that never happened. After reading so many negative refund reviews, I felt that this company was not interested is customer satisfaction or reputation. As others stated, I feel scammed.

  

  Business Response

  Date: 10/11/2023

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

  Customer Answer

  Date: 10/11/2023

  
  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,
  
  ***** Sell
  
   
  

• Initial Complaint

  Date:10/07/2023

  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 paid 297 in August returned first hearing aid, did not work. Sent me another hearing aid and the loud chirping was very loud. Called back they said they would call me back in 24 hours they never called back. I called again they apologized and would have somebody call back in one hour. They never called backed. Called again and they would send me direction on how to return. They never sent the email. During my first conversation the told me not to call BBB AND don't call my bank or my refund would not be refunded.

  

  Business Response

  Date: 10/09/2023

  Dear ******,
  
  Thank you for your feedback and for explaining your experience to us. Our goal is to help you hear better and we recognize that this was not your experience.
  
  Our company has experienced a period of high growth, and with new service agents in training, some customer issues were not efficiently addressed. We feel that your experience was due to this, and want to assure you that we are doing our best to get our new service team up to speed on our policies and providing the best possible customer service to our community. 
  
  An agent has been in touch via your email on file to inform you we have authorized your return for a refund. You have been emailed an RMA# and instructions for your return. 
  
  Once your hearing aids have been processed by our warehouse, we will process your refund in full shortly after. Please note it can take up to 7 days to be shown on your **** statement, but you will receive a refund notification to the email you used to place your order once your refund has been processed. 
  
  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************. Again, someone has emailed you with information on how to return your devices, so please check your inbox and get in touch should you have any questions before submitting your return. 
  
  We are happy to have resolved this for you and apologize again for your negative experience. 
  
  - Nano Hearing Aids Support Team

• Initial Complaint

  Date:10/06/2023

  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.

  I purchased Nano hearing aids on 9/7/2023 online and they stated that a purchaser could get a refund within 45 days of receiving them if not satisfied. I am unable to wear the ones I purchased and have called the company twice within 5 days for a refund. They stated that I need to get a Return Merchandise Authorization in order to get a refund. I have spoken with 2 different CSRs and both have told me they would have someone from their Advanced Response Team call me on that same day. It has been 5 days with no call from them. I have a gut feeling that they are trying to get out of giving me a refund, and are "killing time" so that the 45 days will soon be up and they won't have to refund my money.

  

  Business Response

  Date: 10/10/2023

  Dear ******,
  
  Thank you for your feedback and for explaining your experience to us. Our goal is to help you hear better and we recognize that this was not your experience.
  
  Our company has experienced a period of high growth, and with new service agents in training, some customer issues were not efficiently addressed. We feel that your experience was due to this, and want to assure you that we are doing our best to get our new service team up to speed on our policies and providing the best possible customer service to our community. 
  
  An agent has been in touch via telephone and the email we have on file for you to provide you with an RMA for your return. I see in our system that you have returned your devices this morning which is great. Once your hearing aids have been processed by our warehouse, we will then process your refund for them shortly after. Please note it can take up to 7 days to be shown on your **** statement, but you will receive a refund notification to the email you used to place your order once your refund has been processed. 
  
  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************.
  
  We are happy to have resolved this for you and apologize again for your negative experience. 
  
  - Nano Hearing Aids Support Team

  Customer Answer

  Date: 10/10/2023

  
  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,
  
  ****** Childress
  
   
  

• Initial Complaint

  Date:09/27/2023

  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.

  My mother purchased Nano hearing aids and she cannot hear with them. I have made several phone calls and they keep placing me on hold and telling me that the department that I need to speak with will call me back, but they called once while I was at work and couldn't answer. I have specifically requested that they call me back when I am off work and I was told that someone would call, but they never called. I keep telling them that I just need a return label so that we can return the hearing aids. I do not know why it is so difficult to get a return label. My first phone call to them was on 9/19/23.

  

  Business Response

  Date: 10/04/2023

  Dear *****,
  
  Thank you for your feedback and for explaining your experience to us. Our goal is to help you hear better and we recognize that this was not your experience.
  
  Our company has experienced a period of high growth, and with new service agents in training, some customer issues were not efficiently addressed. We feel that your experience was due to this, and want to assure you that we are doing our best to get our new service team up to speed on our policies and providing the best possible customer service to our community. 
  
  An agent has been in touch on September 29th via the email we have on file for you to provide you with an RMA number and instructions on how to return your hearing aids. Once your hearing aids have been accepted by our warehouse, we will process your refund in full shortly after. Please note it can take up to 7 days to be shown on your **** statement, but you will receive a refund notification to the email you used to place your order once your refund has been processed. 
  
  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************. And again, someone has emailed you, so please check your inbox and get in touch with any questions before submitting your return. 
  
  We are happy to have resolved this for you and apologize again for your negative experience. 
  
  - Nano Hearing Aids Support Team

• Initial Complaint

  Date:09/22/2023

  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 ordered the hearing aid from a TV ad on 7-26-2023. I received them around 08/3/2023. The ad said that you were not satisfied they needed to be returned within 45 days. The hearing aids were returned within 21 days. I received a call a week late wouldnot geta refund due to the fact I did not have an RM number. The individual said a number was give to us to obtain an RM number. This was not so.They said it was policy no RM number, no refund. No one told me about this and there was nothing with the hearing aids to inform of this condition or a phone number to call. I have spoken to 2 individuals, and I get the same answer NO RM NO refund. Can you Help?

  

  Business Response

  Date: 09/25/2023

  Dear *******,
  
  Thank you for your feedback and for explaining your experience to us. Our goal is to help you hear better and we recognize that this was not your experience.
  
  Our company has experienced a period of high growth, and with new service agents in training, some customer issues were not efficiently addressed. We want to assure you that we are doing our best to get our new service team up to speed on our policies and providing the best possible customer service to our community. 
  
  While our refund policy states all returns need to be sent in with an RMA number in order to qualify for a refund, we have brought your situation to management and they have made an exception, and would like to offer a refund. 
  
  We have gone ahead and issued your refund in full. You should have received a refund notification email in your inbox. Please note that refunds can take **** business days to appear on your credit card.
  
  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************. 
  
  We are happy to be able to resolve this for you and apologize again for your negative experience. 
  
  - Nano Hearing Aids Support Team

• Initial Complaint

  Date:09/21/2023

  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.

  bought hearing aids for $500.05 returned hearing aids, Wanted money back. I filed dispute . dispute was removed in May. they refuse to give me my money back for ten months. I want my money back after ten months.

  

  Business Response

  Date: 09/25/2023

  Dear ******,
  
  Thank you for your feedback and for explaining your experience to us. Our goal is to help you hear better and we recognize that this was not your experience.
  
  Our company has experienced a period of high growth, and with new service agents in training, some customer issues were not efficiently addressed. We feel that your experience was due to this and want to assure you that we are doing our best to get our new service team up to speed on our policies and providing the best possible customer service to our community. 
  
  We had wanted to issue you a full refund for your hearing aids, however, due to your initiation of chargeback with your bank, we were unable to proceed with the refund. We see in our system that your chargeback of $516.97 was confirmed as successful in your favor on April 28, 2023, so your bank should have issued you the funds. Can you please contact them and confirm these details as you should be in possession of the full amount? 
  
  If you have any additional questions once you have been in touch with your bank, please feel free to reach out at ************ or email us at **********************************. 
  
  - Nano Hearing Aids Support Team

• Initial Complaint

  Date:09/13/2023

  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.

  I purchased Nano Hearing Aids on February 13, 2023. I tried them for 3 weeks. I couldnt make them work right. After 3 weeks they never improved or got better. On March 3, 2023, I called the ************ to return them. I was told that I could not get a refund UNLESS I tried a second pair.I tried the second pair with the same results, the second pair didnt work any better and I was unable to hear with them.I called the ************ again and received a return number #********.I put BOTH hearing aids in the same box provided by ****. And mailed them back on March 17, 2023.I was told by the representative who answered the phone that because I did NOT call the ************ the day I mailed the return package, the guarantee was cancelled.At no time was I informed that I had to call the ************ when I mailed the returned aids. I was also NOT informed that I could not return both sets in the same box. **** supplied the return box. **** was informed that I was returning BOTH sets of aids. Nano only provided ONE box.Here is a summary of the time frame for this matter.Ordered Nano Hearing Aids on February 13, 2023, order #****** Received Nano Hearing Aids March 3, 2023 Called to return hearing aids on March 17, 2023 Both sets of hearing aids were placed in box provided by Nano and mailed on March 17, 2023.Return #******** An e-mail was sent on July 31, 2023 stating I had not received my refund of $297.00 and the lack of communication on the part of the Nano Hearing ***********.The Nano Hearing Aids had a guaranteed refund if not satisfied within 45 days. The 45 days expired on April 3, 2023. I had complied with all the conditions for the guaranteed refund and still no refund was forthcoming.The Nano Hearing *********** does NOT live up to its claims, its quality or its promises of a guaranteed refund.I am requesting my refund of $297.00 Nano promises satisfaction guaranteed. I was not satisfied.

  

  Business Response

  Date: 09/25/2023

  Dear *****,
  
  Thank you for your feedback and for explaining your experience to us. Our goal is to help you hear better and we recognize that this was not your experience.
  
  Our company has experienced a period of high growth, and with new service agents in training, some customer issues were not efficiently addressed. We want to assure you that we are doing our best to get our new service team up to speed on our policies and providing the best possible customer service to our community. 
  
  We have discussed your situation with our management team and they have made an exception, and would like to offer a refund. 
  
  We have gone ahead and issued your refund in full. You should have received a refund notification email to the email used to submit your Better Business Bureau complaint. Please note that refunds can take **** business days to appear on your credit card.
  
  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************. We are happy to be able to resolve this for you and apologize again for your negative experience. 
  
  - Nano Hearing Aids Support Team

  Customer Answer

  Date: 09/26/2023

  
  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:09/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased hearing aids from Nano Hearing Aids on the advertised basis of a full return if not satisfied. The hearing aids did not work properly and they were returned to the company who acknowledged receipt in good condition. I was then told I could not be issued a refund due to not having a RMA (Refund Merchandise Authorization) prior to returning the hearing aids. I did not received any information in the shipment which told me to contact the company first before a return. I was told that I was not going to get a refund and Nano Hearing Aids then kept the hearing aids that I did pay for.

  

  Business Response

  Date: 09/25/2023

  Hello,

  Thank you for explaining your experience to us. We are happy to review your file and provide any information and feedback that we can.
  
  In reviewing our records, we were able to determine that you placed your order on August 4, 2023 through a phone agent. During that phone call, our agent reviewed the refund policy and stated both the timeline and the need for an RMA (Return Merchandise Authorization) number for processing a refund.
  
  In addition to the agent reviewing the terms with you, our refund policy is posted on our website at ***************************************************************** clearly states the requirements of needing an RMA number to authorize the return and refund. We also provide this information in the package you received with your purchase. 
  
  As you returned your devices without contacting us in advance to receive an RMA number for each of them, we regret to inform you that your return is not eligible for a refund. We apologize for the inconvenience this has caused you.
  
  Please feel free to contact our customer service team at your convenience to discuss or if you have any additional questions you can reach them at ************ or email us at **********************************. 
  
  -Nano Hearing Aids Team

• Initial Complaint

  Date:09/12/2023

  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.

  My 89-year-old Mother, ***************************, ordered the Nano Hearing Aids for $397. Order number is ******. After she received the devices, she discovered that one did not work at all, and the other barely worked. Being acutely aware of the company's 45-day money back return policy, she immediately packed them up in the original packaging along with all paperwork and paid $8.00 via the **** to return them. Upon receiving the return, **** called and left a voice message on my Mother's answering machine. My Mother couldn't hear or understand the message, so we listened to it and told her they were refusing her a refund because they need an *** number.My Mother is not technically savvy and doesn't understand anything about *** numbers. We have been in contact with **** to explain the situation to them. We talked first to customer support who refused the refund, so we then asked to talk to a supervisor. We were told a supervisor was unavailable, and that they'd have a supervisor call us back. After a couple of hours, a supervisor called us, and told us they would not give my Mother a refund because she needed to obtain an *** number for the return. We asked if they could give us the *** if we provided them with the order number, but she said they can't do that. She said the best they can do is offer a refurbished model with no warranty, or a behind the ear device. My Mother doesn't want a refurbished model without a warranty and cannot wear a behind the ear device. She wants her $397.00 refund. Despite two telephone conversations, a detailed email letter to the company and the returned defective Nano hearing aids - that they now have in their possession - they continue to refuse my mother her refund. We feel the only fair resolution is a complete refund in the amount of $397.00.

  

  Business Response

  Date: 09/25/2023

  Dear ******* and *****,
  
  Thank you for your feedback and for explaining your experience to us. Our goal is to help you hear better and we recognize that this was not your experience.
  
  Our company has experienced a period of high growth, and with new service agents in training, some customer issues were not efficiently addressed. We feel that your experience was due to this and want to assure you that we are doing our best to get our new service team up to speed on our policies and providing the best possible customer service to our community. 
  
  We had looked further into your situation in order to issue you a full refund for your hearing aids (which was approved), however, due to your initiation of chargeback with your bank, we were unable to proceed with the refund. We see in our system that your chargeback was confirmed as successful in your favor, so your bank should have issued you the funds. 
  
  We are happy to know that this situation has been resolved for you and are sorry again for your negative experience. 
  
  If you have any additional questions once you have been in touch with your bank, please feel free to reach out at ************ or email us at **********************************. 
  
  - Nano Hearing Aids Support Team

  Customer Answer

  Date: 09/26/2023

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