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:10/06/2023

  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.

  
  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
  
   
  

  

  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

• 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.

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

• 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.

  
  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,
  
  ***********************
  
   
  ll 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

• 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