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Business Profile

Hearing Tests

1st Custom Digital Hearing Aid Center

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for 1st Custom Digital Hearing Aid Center's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:08/05/2024

      Type:Product Issues
      Status:
      Answered
      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 April 23, 2024 I had my first hearing aid appt. at which time I paid $5300. for new hearing aids. *************** sent me home with trial/temporary hearing aids, I just assumed this was just while they were waiting for my permanent Hearing aids to arrive. I went back for a total of 7 appts, having these trial hearing Aids adjusted. Which is surprising since I acclimated to them easily. They just kept making appt after appt. I am a 70 yr old senior citizen on a limited income, $5300 is a lot of money to me. I trusted that they were the professionals so didn't question them. I had appts on April 3, 23, 30, May 14, 21, June 18 and on June 27. At the June 27 appointment I mentioned to ******* that the left hearing aid didn't seem to be holding a charge. She didn't seem to concerned and didn't ask to look at the charger or anything. They just booked another appointment for July 9..On July 9, I called and talked with ****** the receptionist, I told her I didn't need another appt and asked when my hearing aids would be here. She responded with she would make a note and have ******* call me.. I never received a call back..On July 17, I once again called ******, and said my trial H.A. were not holding a charge. once again she said she would have ******* call me.. but I never received a call back.On July 24, I called again and spoke with ******. I told her I was very unhappy with the lack of customer service and that I would like to CANCEL my order and I like my money REFUNDED. On July 25 ******* sent me a text message (very unprofessional) said she tried to call me, But I never had a missed call or message from her on my phone. She then preceded to tell me she was sorry but I could not cancel my order or get a refund and that the hearing aids were on the shipping truck and could be here anywhere between 1 to 5 days. At which time I told her I no longer wanted to do business with her *** due to lack of customer service, and I would like a REFUND. she refused.

      Customer Answer

      Date: 08/05/2024

      I would like to use the name *********************. Please thank you

      Business Response

      Date: 08/21/2024

      Client made several False Statements in her complaint. Our system keeps impeccable records of all visits and programming sessions. She remains under contract to pick up her hearing aids, which are programmed and ready for her. All services contracted for have been rendered as contracted. Additionally the client made false claims (that I am disputing) to the credit card payment company requesting that the charge be reversed. The credit card company withdrew the funds totaling $5300 from my account. The credit card company is holding those funds while investigating and has instructed me NOT take any financial action - including any type of refund, until their investigation is complete.

      See Timeline Below:

      04/03/2024 Client purchase and paid for at *************** $5300 toward the purchase of a pair of ******* Evolve AI Rechargeable RIC Hearing Aids.(RIC is a non-custom hearing aid which means over the ear, receiver in the canal). Client signed a contract that specifies that the order may not be cancelled.

      04/23/2024 Client placed her trial set of ******* Evolve AI Rechargeable RIC Hearing Aids (aids we keep in stock that are the exact same aids as the ones ordered) to begin auditory rehabilitation and programming and to complete mandated 45 day trial period to ensure that the hearing aids ordered can be specifically fit for her needs. Fitting went well. Client was also assisted in downloading and pairing the hearing aids to her telephone for personalized modification.

      04/30/2024 (Day 7 within Trial Return Period) Follow Up #1 Client doing great, set programming for next step in rehabilitative process and adjusted phone activity.

      05/14/2024 (Day 21 within Trial Return Period) Follow Up #2 Client doing great, set programming for next step in rehabilitative process

      05/21/2024 (Day 28 within Trial Return Period) Follow Up #3 Client doing great, set programming for next step in rehabilitative process and adjusted for wind noise.

      06/18/2024 (Day 56 11 days past end of Trial Return Period) Follow Up #4 - Client doing great, set programming for next step in rehabilitative process. (This follow up was delayed according to client availability)

      06/27/2024 (Day 65 20 days past end of Trial Return Period) Client Cancelled the Follow Up Appointment said she was sick and rescheduled for 07/09/2024.

      07/09/2024 (Day 79 34 days past end of Trial Return Period) Client Cancelled the Follow Up Appointment said she was Fine with the aids and ready for the permanent hearing aids.

      **My recommendation is that the patient needed at least 2 more steps in the rehabilitative process however, once the client has completed at least 4 follow up appointments they may end their follow up appointments and schedule an appointment where their fitting history and programing will be dropped into their permanent aids**

      07/17/2024 Client called and left message Inquiring about the status of the permanent hearing aid fitting. Provider out of Office Wed July 17 July 22.

      07/24/2024 Called ***** to inform her that the permanent aids were ordered and should be arriving shortly. Offered delivery Appointment 07/30, which she refused and asked for a refund. She stated that the trial aids are not holding a charge.

      07/25/2024 Messaged ***** an apology that I was unavailable and unable to communicate while out of State but that (as she requested) her permanent aid delivery was in process. Informed her that all the terms of her contract have been met and order cannot be cancelled. She is not eligible for a refund as all services have been provided as contracted and Permanent Hearing aids set to arrive in the next few days as requested. I offered a 10% rebate as an act of good faith. (this offer was refused and is no longer an option)

      07/26/2024 Messaged ***** that the hearing aids had arrived and that all programing was dropped into the aids and they are ready for pick up.

      07/29/2024 A woman we have never seen brought ****** Trial Aids into the office, she did not state who she was. She requested a refund, which we refused. She left the aids on the counter and left the office after causing some disruption while we attended to another client.

      07/29/2024 Messaged ***** that the person who dropped the hearing aids off at my office was not welcome in again due to the disruption she caused. Also clarified once more that the hearing aids she ordered are programmed and ready for her to pick up and reiterated that she is not eligible for a refund.

      07/30/2024 Ran a physical and computerized diagnostic on the trial hearing aids that were returned, the results showed perfectly functioning hearing aids with no battery charging issues, but since the statement was made I printed the verification and sent aids in to be evaluated by the manufacturer.

      Customer Answer

      Date: 08/24/2024

       
      Complaint: 22095079

      I am rejecting this response because: Retailer is making false statements.  Yes AMX is investigating along with ******* District attorneys office of Consumer protection unit.

      Nothing about any 45 day trial period was never mentioned or explained to me at my first appointment on April 3, when I was charged in full $5300. for hearing aids. Also at this time I assumed she was ordering my hearing aids that day since she had charged me in full cost at that time.

      At the June 27 appt, I mentioned to ******* that I was having trouble with the left hearing aid holding a charge. She didn't  seem concerned and didn't ask to look at them or the charger. She then booked another appt for July 9.

      On the July 9th appt I called and spoke with ****** the receptionist, to cancel that appt.  I asked her when my permanent hearing aids would be here? I mentioned that they had been PAID IN FULL 3 MONTHS AGO!! She responded by telling me she didn't handle that and that she would have ******* return my call.  I NEVER RECEIVED A CALL BACK.

      July 17, Again I called and talked with ****** and told her my trial hearing aids were not holding a charge, and asked when my hearing aids would be in? Once again she said she would have ******* call me.  I NEVER RECEIVED A CALL BACK.

      On July 24, Icalled again and spoke with ******. i TOLD HER I WAS VERY UNHAPPY WITH THE LACK OF CUSTOMER SERVICE, THEY HAD HAD MY MONEY FOR ALMOST

      (4 MONTHS) AND THAT ******* HAD NEVER CALLED ME BACK ON ANY OF MY MESSAGES. THE LEFT TRIAL HEARING AID WAS NOT HOLDING A CHARGE. I MADE IT CLEAR THAT I NO LONGER WANTED THEIR HEARING AIDS, THAT I WANTED TO CANCEL THE ORDER AND GET MY MONEY REFUNED TO ME.

      Later that day ***** called me back. Again I told him I no longer wanted to do business with them and I would like a refund. He was sorry and he would have ******* call me.

      On the day of July 25, ******* started sending me TEXT MESSAGES. She wasn't even professional enough to pick up a phone..

      At one point she sent me a text saying she has had trials that have taken as long as a ONE year.  WOW! So if she had 10 clients that took a year to fit at $5300. That would be $53,000. of other peoples money she would have for a year!!!!   I have proof and every text message she ever sent to me.   I also personally know 3 other people who have gotten hearing aids from her that have never had to wait longer than 6 weeks..

      On July 29, she texted me to say hearing aids were here and she had gone ahead and programed the for me and they were ready for pick up.  I have never heard from her since that time.

       

    1st Custom Digital Hearing Aid Center is NOT a BBB Accredited Business.

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