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 purchased Miracle Ear hearing aids on 05/04/2023. Within in the first week i started expressing how they were not working and i wanted to return them. They said they could adjust them which they did but they still did not work for me or fit right. I paid $2,000.00 down and financed a further $4,829.00. They promised that they would get them to work right as there are alot of trouble shooting steps and if i needed to return them alright. After the trouble shooting steps that did not work i constantly tried to contact them about returning them to no prevail. They gave me the run around and an appointment well after the 30 day return period. I tried calling them only to get voicemail or them saying that "there is only one person in the office and they are swamped". I would like to get a refund and my credit report corrected. I have no use for the Miracle Ear hearing aids and do not wear them. I had expressed that from week 1 and instead was brushed aside and ignored until my 30 day return period was over. They have not tried to resolve this matter in any way.

  Business Response

  Date: 11/13/2023

  Mr. ******* purchased Hearing devices on May 4, 2023. During his visit on May 4, 2023, the return policy of 30 days from day of delivery was mentioned to him. He was delivered on May 11, 2023. During the delivery he was counseled on realistic expectation, cleaning, wear schedule and how to properly insert the devices. He was reminded of the 30-day return window and a follow up appointment was made for May 18, 2023. On May 18, 2023, Mr. ***** came for his follow up appointment. During his visit he expressed some concern about the hearing aids not staying within his ear. He was counseled on proper insertion and a mold was recommended if his difficulty continued. It was also recommended he have a Cerumen flush prior to the next visit in case an impression was needed for the molds. There was no mention of his desire to return during his May 18, 2023, visit. A follow up appointment was scheduled for June 15, 2023.  On June 8, 2023, we reached out and spoke directly with Mr. ******* as we needed to reschedule his June 15, 2023, appointment to the following day. There was no mention of his desire to return during that call.  He called back on June 14, 2023 and requested to reschedule until June 28, 2023. He was unable to make the June 28th appointment and rescheduled it to July 6, 2023. During his July 6, 2023 appointment he expressed the desire to return and was told he was well outside of the 30-day return window. He was offered to try the mold once again and was also offered a replacement of his current aids in order to rule out any issues. He also mentioned that they felt like they turned off from time to time. In order to rule out and mechanical issues a new set was ordered. He was also offered the opportunity to sit with the Senior Specialist, Kristy O********. On August 18, 2023, Mrs. O******** spent over 2 hours with Mr. *******. Initially reviewing the return policy and covering all his options. He was refit and counseled on the proper insertion. After a few attempts he was able to properly insert and was very happy with how well he was hearing. On August 21, 2023 Mr. ******* sent an email stating the aids were a bit uncomfortable and that the wire was sitting out of his ear. A response was provided stating that the sounds of what he was describing he was clearly not properly inserting.  A mold was once again offered as well as another appointment to review proper insertion as well as any other issues. 
  We have made several attempts to try to make future appointments for Mr. ******* for the molds as well as offering to sit to review any issues. He has continued to refuse the offer.  
  
  

  Customer Answer

  Date: 11/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 11/20/2023

  the truth is I communicated to them I was not satisfied from May 8 all the way through August. They would not accept my dissatisfaction or accept my returning them. Yet I'm charged 7000.00 dollars for hearing aid that don't work that I have no use for.

  *** ******* 

  Business Response

  Date: 12/04/2023

  Mr. ******* came in for his original delivery on May 11, 2023 0.  He had a follow up appointment on May 18, 2023. During his May 18, 2023, visit he scheduled a future appointment for June 15, 2023.  He missed his June 16, 2023 appointment and rescheduled several times prior to his visit on July 6, 2023. Mr. ******* never mentioned any desire to return until the July 07, 2023 appointment. July 07, 2023, would have taken him well beyond his 30-day return window. We are happy to work with Mr. ******* in order to find a suitable solution for his hearing device. This may include future appointments to review proper insertion, a mold or a different model if necessary.  

• Initial Complaint

  Date:09/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Order hearing aids back in May 2022.
  2. Was told it would take a week to get.
  3. It took well over a month.
  4. Received the aides with temporary molds.
  5. Was told they need to order the permanent molds.
  6. They didn’t size me for molds, the just took what they had on a file.
  6a. So, I’m unsure why they didn’t order molds when they ordered the aides.
  7. Anyway, they said the molds would take 10 days to get.
  8. It’s been almost 8 weeks now. I still don’t have the molds. With no date on when they are coming in.
  8a. I have two calls and an email into the local office this week, alone - no response.
  9. The aides/molds keep falling out of my ears. I CAN NOT use them. I’m not using them. They are a $5,000 decoration with warranty expiring each day.
  10. I have tried reaching corporate (3 times), but can only get the scheduler. They took my name and number to refer to their (scheduling) supervisor to call me to find the correct contact, but they defer me to resolve at the local office as they don’t handle it at a corporate office. Note: the supervisor has not called me back after each attempt.
  11. There is absolutely no mechanism to resolve this.
  12. To add on to the complaint. I financed this through their referred lender. I was signed up to be under autowithdrawl. No withdrawals have occurred. How can I make payments on something that isn’t functional?
  
  Resolution: I want to return aides and get full restitution.

  Business Response

  Date: 09/15/2022

  My first?consultation with ******* ***** was June 22, 2022. She came with her son as her third party. After reviewing her options, she stated that she would need more time to discuss them with her family. On June 24, 2022, I was contacted by *******'s daughter-in-law ****** who called and stated ******* would like?to go ahead with the?purchase.?During the call she asked us to check to?see if she would qualify for monthly financing. She was able to qualify and chose to move forward with the purchase. ?I explained it would take roughly two to three business days to get the new hearing aids delivered to the office.?The new aids did arrive several days later, however the model was incorrect. There was a glitch in our ordering system that caused a?delay in ordering the correct model. I tried reaching ******* ***** by telephone several times in order to provide an update on the status of the order. Unfortunately,?there was no answer and no machine to leave a voice mail. After several phone call attempts, I sent an email to **** (her son) explaining what was happening. Once we were able to get the issues resolved we received the correct hearing devices on July 1, 2022. I reached out to?**** to set up a delivery date. The date decided on was July 8, 2022. Unfortunately, ******* and **** had to cancel because both?had prior conflicting appointments on that day. We then agreed on July 15, 2022. On July 15, 2022, ******* was fit and delivered her new?hearing aids along with molds. Once delivered ******* had requested a modification of?her molds.? I explained it can?take roughly 10 to 14 business days to receive. On July 22, 2022, our office had to close for an entire week due to a plumbing issue causing our office to flood. On August 8, 2022, I sent an email to **** stating we had a flood, and we were closed for an entire week causing a delay in deliveries. Throughout this entire process I have tried my best to keep?**** in the loop. On Sept 7, 2022, I contacted ****?to let him know the accurate molds had arrived. He responded by email and stated that he would be out of State for the week and would have to plan to get her in the following week. An offer was extended to deliver the molds to ******* at her home with an expected follow up once **** returns. I have made several attempts to reach ******* with the same outcome as previous attempts. ?Due to the delays, we are willing to extend *******s warranty for an additional 2 months. ? 
  Best regards,? 
  Robert D********