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:09/11/2023

  Type:Sales and Advertising 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 bought Nano hearing aids online, on 1/3/23. After they arrived, I tried them out. I was not able to get them to work correctly per instructions. I spent more than adequate time calling customer service and walking through many troubleshooting trials. I still was not satisfied as one side would not work. I had originally asked for a refund, but they were pushy and insistent that I try a new pair. Against my better judgement, I agreed to trying a new pair, Again, the new pair did not work. And once again, I started the whole process of calling them. I repeatedly asked for a refund and they would not agree to it. They kept trying to troubleshoot. By this point, I'm exhausted from having to call for problems with the aids. Now they claim that I am past the allotted refund date. I was well within the refund date when I originally requested a refund. I believe they held me on the phone many times to troubleshoot to burn out the refund/return expiration date intentionally.

  

  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.
  
  We would like to issue a return for your hearing aids and then offer you a refund.
  
  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 will have an agent contact you via email and/or phone with an RMA number which you will write on the return box in order to send your hearing aids back to our warehouse. Once we have received and accepted them, we can issue you a refund in full to the card used to place your purchase. 
  
  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:08/21/2023

  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.

  My hearing aids were not working and they were mailed back in so i could get a refund . However a refund was not given and i have spoken with the company and they have not resolves the issue and give me the run around. It has been over a month

  

  Business Response

  Date: 08/25/2023

  Hello,

  Thank you for your feedback and for explaining your experience to us.

  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 will process your refund as soon as possible, and you will receive an email notification shortly. 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.

  -Nano Hearing Aids Support Team

• Initial Complaint

  Date:08/17/2023

  Type:Customer Service 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 originally ordered a pair of AIDS, when I tried to make a payment I ended up ordering another set by mistake I emailed customer service to cancel and they shipped any ways. I got an rma from a representative, and returned with the return label she sent via email. Now they are saying they got the hearing **** but cant issue a credit without an rma? I called them to get these returned I call nano and they are saying because I dont have an rma, they wont refund. Tried to get them to use a new rma. That was impossible. I had proof, but yahoo emailed are deleted after 6 days. After setting up a return for the 2 hearing ********** was told they will send me a replacement and they still dont work. They wouldnt issue an rma because I dont want a replacement. Most ridiculous company Ive ever had to deal with. They have 2 of my hearing aids, never offered an rma **** even ship them back to me! Im not paying and this is going to affect my credit. But I will fight

  

  Business Response

  Date: 08/21/2023

  Hello,
  
  Thank you for your feedback and for explaining your experience to us.
  
  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. 
  
  Our records show that you had requested a Return Merchandise Authorization but did not receive it from our team in a timely fashion. We will process your refund as soon as possible, and you will receive an email notification shortly. 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.
  
  - Nano Hearing Aids Support Team

  Customer Answer

  Date: 08/21/2023

  
  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:08/14/2023

  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 bought these hearing aids from and advertisement on TV. I ordered them on the 17th of July and received them on the 22 of July. Read the booklet that was told to read. Charged them and tried to use them on July 24th and could not get them to work. Called the phone and the woman who answered took my information and said the support team would call me back. I finally received a call on the 31st of July for help. That was 7 days( because you can call on weekends for) I had to wait for help with the hearing aids. So I told the guy I spoke to I wanted to send them back and he argued with me about keeping them. He gave me a return merchandise number and I packed them back up in the envelope I received them in sent them back certified mail. They received them on the 5th of August and here it is the 14th and I have yet to receive a credit for the purchase price. I keep being told it would take 7 to 10 business days after receiving them back and still no credit. They keep telling me a supervisor will call me and I have yet to receive a call.

  

  Business Response

  Date: 08/21/2023

  Hello,
  
  Thank you for your feedback and for explaining your experience to us.
  
  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. 
  
  Our records show that your refund was submitted on August 16, 2023 in full. 
  
  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.
  
  - Nano Hearing Aids Support Team

• Initial Complaint

  Date:08/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered Nano Sigma hearing aids (order #******) on June 14, 2023. Hearing aids would not hold a charge and constantly popped and beeped in my ears. June 29 I sent several emails to company regarding this matter. June 30 *********** asked that I send aids back for them to check.July 5 *********** received the hearing aids for review. July 16 I had heard nothing from Nano so I decided I would try the aids that did not have the Bluetooth technology. I contacted the company and they approved the purchase of Nano CIC hearing aids. (Order #******) I received a refund of $300 which was the difference. July *********************** July 22. Email containing 3 week instructions to use with new hearing aids. July 29. Information received on cleaning hearing aids. I tried the hearing aids. Wore them to ************* and when class members were talking, I could hear a louder sound that was distorted. Could not understand anything. August 8. I sent a message that I was having trouble with these hearing aids also. ***** told me that the 45 day guarantee was up on August 1 and only applied to paid orders. There was nothing in the return instructions that indicated that there was no guarantee on the new hearing aids as I had paid $237.30 for these aids

  

  Business Response

  Date: 08/16/2023

  Hello,

  Thank you for your message and for explaining your experience to us. 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. 

  Our goal is to help you hear better and we recognize that this was not your experience. We are going to refund you in full for your payment as the 45 day refund period should have reset with the second pair you had received. We will process this as soon as possible and once your refund is processed, you will receive a refund notification email. Please note that refunds can take up to 7 days to be visible on your credit card statement.The above information has been noted on your customer file as well, should you wish to reach out to us. 

  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************. 
  We look forward to you receiving your refund and apologize again for your negative experience. 

  - Nano Hearing Aids Support Team
  

  
  

  Customer Answer

  Date: 08/17/2023

  
  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,
  
  **** Shows
  
   
  

• Initial Complaint

  Date:08/08/2023

  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.

  Oct-9-2022.Hearing aids , cheaply made,and did not work.Nurse in hospital broke one.we sent back hoping to get money back.No hearing aids back or no refund.They were my husbands.*** filing complaint with **********************Thanks .

  

  Business Response

  Date: 08/11/2023

  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, as well as a defective product (the faceplate falling off), 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 have processed your refund in full this afternoon. Please note it can take up to 7 days to be shown on your **** statement, but you should have received a refund notification email to the email address you used to submit this complaint. 
  
  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
  

• Initial Complaint

  Date:07/31/2023

  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 ordered hearing aids because I saw them advertised on TV. When they arrived, I attempted to charge them according to the instruction manual. After charging them for 2 hrs., as per instructions, they did not work, so I left them on the charger all night. I contacted customer service about getting an RMA (Return Merchandise Approval) label, so that I could get a refund on them. It said specifically that without an RMA no refund would be given. They asked me to make sure the aids were in off position before charging. I did that and received only static. It didn't help me to hear, at all. I have trouble hearing on the phone, so I was given an assistant ********* to type back and forth. I explained the problem I was having, and he proceeded to tell me that I needed to try charging them again. I told him I had already done that twice, but that seem to be what he was trained to say, instead of just issuing me an RMA. After going in circles with this, I finally told him that this was ridiculous that I had already tried everything, and all I wanted was an RMA so I could return the hearing aids for a refund. Instead, he started the same thing over again. I still don't have an RMA label, so I am unable to send the hearing aids back and get a refund without that label. He was determined not to ***** my request. I am on a fixed income, I'm 80 years old, and I live alone. I have a very low income, and can't afford to lose over $325. Companies that prey on the elderly, should be reported and their license taken away, if not arrested. What they are doing, is fraud, plain and simple.

  

  Business Response

  Date: 08/04/2023

  Dear *******,

  Thank you for your message and for explaining your experience to us. 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. Our goal is to help you hear better and we recognize this was not your experience. 

  Our records show that on August 1st our team provided the necessary RMA number to include on the package with your return. 

  Here it is again along with a link to review the terms of our return policy: RMA 25284183
  *******************************************************

  Once we have received and processed your return we will notify you via email and will notify you again once we process your refund.Please note that refunds can take **** days to be visible on your credit card statement.

  The above information has been noted on your customer file as well, should you wish to reach out to us. 

  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************. 

  We look forward to you receiving your return. 
  - Nano Hearing Aids Support Team
  

  
  

  Customer Answer

  Date: 08/09/2023

  
  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:07/30/2023

  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 bought these for my mother. I am adept at computer programs and these never connected properly. I asked for a refund and was hung up on. I called back and was asked if I wanted a refurbished model, when the ones I wanted to return were new. They said I was breaking up and they hung up on me again.

  

  Business Response

  Date: 08/08/2023

  Dear *********,

  Thank you for your message and for explaining your experience to us. 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. 

  Our records show that on July 30th you were provided the necessary RMA number to include on the returned package and that our team has been in contact with you via email on August 5th to confirm we received your return and again earlier today to provide clarification on processing timelines and refund expectations. 

  As they mentioned, please note that refunds can take **** days from the time we receive your return and may take another 7 days to be visible on your credit card statement depending on your bank. The above information has been noted on your customer file as well, should you wish to reach out to us. 
  If you have any additional questions, please feel free to reach out at ************ or email us at **********************************. 

  We look forward to you receiving your refund. 
  - Nano Hearing Aids Support Team
  

  
  

  Customer Answer

  Date: 08/09/2023

  
  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:07/27/2023

  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.

  On May 27, 2023, I ordered a pair of Nano hearing aids, CIC Digital Recharge OTC . After the $50.00 discount the total price was $431.67. Order number ******, Tracking number **********************. The site offered a 45 day trial period. If returned within that time frame, a full refund would be given. I wasn't happy with the hearing aids and returned them within the time limit. I included a note in the return package stating why I was returning them and that I wanted a refund. I received a call from their customer service asking why I was unhappy with the hearing aids. When I told her I had already returned them she became angry and hung up. A few days later I received another phone from ****'s customer service. This person told me I wasn't getting a refund because I hadn't called their customer service to get RMN number before returning the hearing aids. This call went on for nearly forty minutes, during which time I was told they had the hearing aids and my money and were not giving me a refund. When I asked to speak to a supervisor she refused. They did offer to replace my hearing aids with, a previously opened package , of an upgraded hearing aid. All I want is my money refunded.

  

  Business Response

  Date: 08/01/2023

  Hello *****, 
  
  Thank you for explaining your experience to us. 
  
  We understand that you did not feel the hearing aids were a good fit as posted in your review of our company on July 10th. We responded to your review recommending that you communicate with our customer service team who had already tried to reach out to you for assistance with your concerns. 
  
  Our refund policy is posted on our website at ******************************************************* that clearly states the requirements of needing an RMA (Return Merchandise Authorization) number to authorize the return and be eligible for a  refund. We also provide this information within  the information sent along with your purchase.
  
  As you returned your devices without contacting us in advance to receive an RMA number, your return was not eligible for a refund. 
  
  Our goal is to help you hear better and our intention when someone from our team reached out again on July 23rd to offer you a free replacement and better understand your concerns in hopes of finding an alternative solution within the limitations of our return policies. 
  
  At this time we consider this case to be resolved as our records show that you agreed to a free replacement on July 23rd, which has already been shipped to you and tracking shows as out for delivery as of July 28th. 
  
  Please feel free to contact our customer service team at your convenience if you have any additional questions you can reach them at ************ or email us at **********************************.
  
  Wishing you all the best. 
  
  -Nano Hearing Aids Team

  Customer Answer

  Date: 08/08/2023

   I feel I was forced to accept the replacement hearing aids. I was told by the agent that they had the returned hearing aids and they had my money but they were not going to give me a refund. My only choice was to accept the refurbished replacement hearing aids. 

   

   

  

  Business Response

  Date: 08/16/2023

  Hello,

  While our refund policy is clearly stated on our website, during our phone order process, and in the correspondence included with each purchase, we have taken your concerns to our management team requesting an exception to our policy.

  I am happy to inform you that the request has been approved and you will be receiving a refund on your purchase. We will submit your refund as soon as possible, and you will receive an email notification once it has been processed.  Please note that refunds can take **** business days to show on your credit card statement. 

  If you have any additional questions, please feel free to reach out at ************ or email us at *********************************** We look forward to you receiving your refund and apologize again for your negative experience.

  - Nano Hearing Aids Support Team

  
  

• Initial Complaint

  Date:07/25/2023

  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.

  purchased Bossa X5 hearing aids for my wife to on Mar.7. 2023. Product did not fit into wife's ear canal so product was returned as requested by Bossa Hearing. The advertisement for the hearing aid promised a 45 day money back guaranty . Bossa Hearing emailed us and verified the receipt of our returned product on March 14, 2023 explaining it will take them 10 to 15 days to receive our money.We have now waited 5 months and all we've received are many many emailed empty promises from many members of their "support Staff". All we want is a full refund for the hearing aids we returned per their advertised policy..Contact information for Bossa Hearing<***************************************>. seemingly from **********, **

  

  Business Response

  Date: 07/31/2023

  Hello,

  We believe this message is intended for another company under the name Bossa Hearing. We checked our records and we are unable to locate this customer in our database at this time. Furthermore, we do not sell a product with the name Bossa X5".

  If more information can be provided to us, we are happy to look into it again.
  

  Thank you,
  -Nano Hearing Aids Team

  Customer Answer

  Date: 07/31/2023

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