Complaints

This profile includes complaints for Connect Hearing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Connect Hearing, Inc. has 621 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Connect Hearing, Inc.

  750 N Commons Dr Ste 200 Aurora, IL 60504

  
• 

  Connect Hearing - Greeley

  1801 59th Ave Ste 201 Greeley, CO 80634-7981

• 

  Connect Hearing, Inc

  4700 K Mart Dr Wichita Falls, TX 76308-4536

• 

  Connect Hearing- Orange Park

  664 Kingsley Ave Ste 102 Orange Park, FL 32073-5484

• 

  Connect Hearing

  407 Canyon Creek Dr Ste 108 Temple, TX 76502-3292

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:04/08/2025

  Type:Billing 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.

  On March 21, 2025, I went to pick up my hearing aids. I was informed by my insurance that I should have no cost out of pocket as they cover 100%. I was told I owed $2,400 from Connect Hearing before I could leave with my hearing aids, they said that our insurance only covered base fees So I paid it. Then I get my explanation of benefits to see my insurance paid the entirety of the bill. I called them to confirm and was once again told I did not owe anything on hearing aids they are fully covered and there is no base limit. When I brought this to **** ******* at connect hearing he said he contacted the insurance and I did owe it. This was a lie, they had no record of his call. Then he told us it needed to go through corporate (*********) I presented the bill then what my insurance paid 100% then what I paid along with specific wording from my policy they provided me showing they cover a pair of hearing aids every three years at no cost to the insured. He continued to try to tell us we were wrong even when he had the chat transcripts from my insurance company stating they were covered. My wife then began speaking on the phone with Mr ******** She stated she just wanted the money back that we didnt need to spend, and we would have to keep going forward until we got it fixed, advising it seemed like they were trying to double dip. Mr ******* said well this is a big company and ended the call. I have not been able to get a call back from anybody in their corporate headquarters even though they say a management member will reach out. Please help us, We didnt have the money for these hearing aids and I needed them for my job, and now the big company is flexing on the consumer and from what **** said it sounds like we are not the only potential fraud victims of theirs. I have been talking with the local news stations today as well.

  

  Business Response

  Date: 04/21/2025

  We are in contact with Mr. ***** regarding the payment discrepancy between him and his insurance company. A refund was issued and we have an appointment on our schedule this week for continued service.

  Customer Answer

  Date: 04/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/21/2024

  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 was sold hearing aids only to find out that I had several other issues that affected my hearing. One being an aneurysm of the **** artery. I showed the *** report to the audiologist and he read it and then told me all I needed to as an adjustment. I was attempting to return them and it was based on the report. I was well within my original 45 days. I could feel myself getting upset and I had been told to not get upset or have my blood pressure elevated. So I got up and left. I just want them to take the hearing aids back and refund my money. I am not using them as I had the aneurysm repaired and I am meeting an ENT. For repair to my inner ear.

  

  Business Response

  Date: 01/29/2025

  For Ms. ********* we are unable to refund her purchase for the following reasons.  Within the 45-day period, Ms. ******** was seen 3 times by our staff. Each time with the opportunity to request a refund. After each appointment, she left satisfied with services provided. 3 months after her purchase we were notified of her request.  We were contacted by her financing company and provided them with requested documentation. We were also contacted for a disability claim she filed and again, provided the necessary documentation.  As per the original purchase agreement, we will not be able to offer a full refund as she is requesting.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22453540
  
  I am rejecting this response because:I did try to return them and was told I needed an adjustment. I left but havent worn them since because they do not work for me. I cannot help that I ended up with a brain aneurysm an had to have surgery. *****. The audiologist read the report that I got from the brain scan and said nothing. I worked in medicine. I knew what it said. He acted like there was nothing there. I went throw bunch of tests and 2 procedures. By the time I was back on my feet the 45 days had passed. The least they could do is take them back because I cant wear them. They make me have migraines 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/10/2025

  Unfortunately, we are unable to refund the purchase for ************ We do offer a 45-day refund policy that is clearly stated in each purchase agreement, however we were first notified of Ms. ********* desire for a refund 90 days after purchase. Again, we have records of multiple visits to our clinic within the 45 days, each an opportunity to request a refund. We can provide supporting documentation if requested. 
  

• Initial Complaint

  Date:10/01/2024

  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 purchase hearing aids on July 9th from ***** ****** at this establishment. From April 8th when I first inquired about hearing aids until September 19th when I visited this office for the last time its been nothing but a headache. From day 1 the hearing aids didnt perform right. I made multiple trips to this office and ***** ****** wasnt ever able to solve the problems. A few times he called the maker of the hearing aids. Also he repeated several times that he didnt know a whole lot about the hearing he sold me. After a total of nine or so visits still they didnt functioned or fit correctly. Several times I was told my ears were too small for hearing aids. I asked for a refund on more than one occasion because they never function correctly or fit like they were supposed to fit. Even before the return policy had rain out he kept going around and around with no real solution. Finally the return day had passed a he told me I couldnt get my money back because the return date had passed. On September 19th I went back to the office with a second pair of hearing aids and asked for my refund because they werent performing right. Again, he told me I could not get my money back. At this point I told him I was fed up and his response was not as fed up as he was! I do not recommend anyone going to this establishment to get hearing aids.

  

  Business Response

  Date: 01/29/2025

  For *** ****** we are unable to refund her for the following reasons. *** ****** original purchase was past the 45-day money-back guarantee when she came in with her complaint. However, our provider offered to swap out her hearing solution for something more expensive and more advanced, as a courtesy. *** ***** took the exchanged hearing device and returned the next day again asking for her money back. Our provider went over the purchase agreement and offered to adjust the hearing devices. She refused this service.  She currently has the exchanged hearing devices, but a refund is not an available option.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22349589
  
  I am rejecting this response because:
  Yes he gave me another pair and I returned next day to tell him that they were making a buzzing sound. I also asked him. Why were these trial hearing aids? His response was he didnt know anything about them being trial hearing aids. I reached out to the company that makes a hearing aid and ask them the question and they told me that he cannot sell trial hearing aids. The woman I spoke with at the company also said, tell him that I know he cannot sell me trial hearing aids. I requested my money back because I had been going around and around with him. I asked ***** for my money back several times way before the 45 days were up. ***** refused to give me my money back. ***** kept telling me to give him a chance to fit it. He couldnt fix it. As I stated before he told me there was nothing he could do because my ears were too small, and no hearing aids were going to fit correctly unless I got them, specially molded for my ears. My daughter is a witness to all the times I came up there requesting my money back because he could not fix the problem from the beginning. 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/10/2025

  Unfortunately, we are unable to provide a refund for Ms. ************ As stated previously, her request for a refund came well after our 45-day refund policy. While we have already extended a courtesy of upgrading her purchase with additional fitting services at no additional cost, we are not able to offer a refund.

• Initial Complaint

  Date:09/20/2024

  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 am an 86y/o disabled senior. Hearing Connect fraudulently sold me a device that doesn't work. They would not refund my money. I want my money back.

  

  Business Response

  Date: 10/16/2024

   Dear Ms. ***** as explained in your last appointment on Sep 19, the ***** device in question is beyond the return policy so we are unable to offer a refund. However, we will continue to assist you in properly setting up the device with your personal computer equipment.  Please reach out to our office to schedule your next appointment at your earliest convenience. Warm Regards.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22316079
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

   

  I reject this reply. I am wheelchair bound and must rely on my health insurance company, ************** **** for transportation. I did not have an appointment nor have transportation to the office within the time frame. I do NOT want anything further to do with this company! The deadline was not explained to me in advance. I'm not responsible for not being able to return by the deadline because of my disability. I do not drive. This company has taken advantage of a disabled senior and sold me a product that does not work. I want a refund!! I have turned this issue over to the Federal Trade Commision as a fraudent attempt to take advantage of an 85 year old, disabled senior. I have also made a federal Civil Rights complaint against this company for taking advantage of a disabled senior.

  I want my $800 refunded!

  ******* ****, PhD

   

• Initial Complaint

  Date:06/17/2024

  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 was fitted for in the ear hearing aids, I was told they would be done in 40 to 45 days I was given a behind the ear hearing aid to use until the others came in. After 45 days I heard nothing I called Connect Hearing 3 times got no answer I left a message and she never returned my call, I then went to her office and it was closed. She used Carecredit to finance these hearing aids which she recieved in 48 hours her money. But it shows that after 45 days my money is nonrefundable I have tried to return these behind the ear hearing aids but this office is only open by appointment and she will not answer when I call or return my messages.. Connect Hearing, **************************************************************************.. The ladys name is ***************************

  

  Business Response

  Date: 07/17/2024

  ************* came in for his fitting and resolved the misunderstanding leading to the initial complaint. He was serviced by our staff and left the appointment satisfactorily, as to our understanding. He is free to contact the office with requests for further information and/or service.  

  Customer Answer

  Date: 07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/23/2024

  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 was offered a $25.00 gift card for making and completing an appointment at Hearing Health Connection *********************************************************************************************** I completed the appointment on November 13, 2023. They told me that I had failed the test because I had identified the word Then as Them or vice versa. They wanted to sell me hearing aids for between $2,000 and $5,000 depending upon how much help I needed. I declined. When I left, I requested the gift card. They told me they would mail it to me. I did not receive it and called them on 12/5/23 and they said it was too soon and would take several more weeks. I called again on 1/29/2024 and they said it was emailed. I said I didn't receive any email. They said to check spam. It seems to be false advertising to persuade vulnerable seniors into coming in and sell them something they don't need. I spent my time and want the gift card.

  

  Business Response

  Date: 04/12/2024

  We have corrected our records, reached out to apologize to ******************** and ask her about arrangements for her to pick up the gift card.

   

• Initial Complaint

  Date:03/15/2024

  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.

  On or about July 28, 2023 I agreed to try for 45 days and if acceptable purchase left and right ear phonak audio hearing aids. They got ahead of the program and submitted a revolving care credit toSYNCB who continued to bill and harass. It was my intent to pay in full which I finally did. Based on the premise that I would receive appointment attention at the Ballaire location 5 minutes from my home because I'm handicapped and do not drive. The original audiologist left. On August 7, 2023 @ 1:00 PM I went for an adjustment appointment that seemed to work reasonable well. Once again on August 27, 2023 @10:30AM @ ********* hearing aid were adjusted. Once again on Sept 18, 2023. Once again at Bellaire location on Oct 2 2023 @ 10:30 AM. On February 5, 2023 @ ********* with *****/***** advised they did not have the records from the Bellaire location to see what she had done. Connect Hearing has since closed the Bellaire facility except on Tuesday and Fridays requiring me to drive to *********. They have commited to having ***** at Bellairee full time in April however, that appears questionable. Calls to discuss have resulted in an answering service advising someone would return my call, however, that never occurs. I have written a letter to management via ***** requesting a refund of 50% on one hearing aid to reimburse me for additional travel and care taker expenses to the ********* location. I'll be happy to return both hearing aids and do business with a company near my residence That was 7 -10 days ago and I have yet to hear from anyone. It appears I may have to force the issue by hiring an attorney or go to small claims court.

  

  Business Response

  Date: 04/03/2024

  The patient was explained the details of the 45-day money-back trial prior to purchase and later reviewed the signed purchase agreement and CareCredit payments.  Regarding the clinics hours in ********, unfortunately we are unable to guarantee hours and had to reduce our days we are open as we deal with our staffing shortage. We do have remote telehealth services and have tried to contact the patient to coordinate its setup.  In our interactions with the patient, staff experienced repeated denigrations as they tried to problem solve.  We are happy to continue to serve the patient and while we cannot offer a reimbursement or refund at this time, we will look for ways to schedule appointments on days our Bellaire location is open or look for alternatives (video conferencing and remote connections to hearing aids), we only ask that future interactions remain courteous.  Kind Regards

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21439404
  
  I am rejecting this response because:  The 45 days trial has nothing to do with this complaint. However, The problems were very much the same relative to service.  I finally gave up trying and paid for them. 

  I have never, to my knowledge, been discoureous to anyone at Connect Hearing.  I've only been to the ********* location on one or two occasions since purchasing the hearing aids to work with *****.  ***** was very congenial, polite and knowledgeable. She advised me that the hearing aids needed to be adjusted based on the data on the Belaire equipment and she only works there on Tuesday and Fridays.  Being handicapped and requiring a driver it is expensive and time consuming to drive to the ********* location when Belaire very convenient and is only 5 minutes from my home. It''s interesting the business won't provide a discount to accomodate service under my handicapped condition when I was assured I would be serviced at the Belaire location.

  I brought this up with ***** and she advised me that it appeared she would be working full time at the Belaire  location in April and she is but only on Tuesday and Fridays.  

  I have had problems with Connect Hearing in the past and finally quit them and bought from Cosco.  However,  I decided to try them once again based on the quality of the hearing aid and  commitment of service at the Bellaire  location.  However, once again Connect Hearing has a problem with quality service and providing for their customers. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/03/2024

  Unfortunately, we are unable to provide a refund/reimbursement for travel expenses.  Our Bellaire location remains open and the patient is welcome to schedule at this or any of the other nearby locations.  We offer telehealth services that can be set up through a smart phone allowing the patient to speak with staff via video phone calls and remote adjustments to the hearing aids.  Travel expenses  to/from our clinics is not an expense covered under the terms of any transaction.

• Initial Complaint

  Date:03/02/2024

  Type:Billing 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.

  The amount of money paid. We owed ******* copay, and they would not let us leave without paying the additional $520 which I paid a separate charge for because I knew it was not correct. Verified amounts with Aetna (our insurance carrier). This office could not explain anything about the costs, charges, etc and coud not/would not give us any contact names or numbers. Not to mention they were severely overcharging for the product since insurance was involved.

  

  Business Response

  Date: 04/02/2024

  Our records indicate the patient returned their hearing devices on 3/6/24 and the clinic issued a full refund to the patient on 3/22/24 in the amount of $3120.  We apologize as our policy is to refund at the time of the return and we are investigating as to why this policy wasnt followed internally.

  Regarding the overcharging claim like all medical devices and services, we have contracted rates with each insurance company that we partner with, including Aetna. Again, we apologize for the unexpected delay in the refund and are working to correct that process to meet our high standards.

• Initial Complaint

  Date:02/19/2024

  Type:Billing 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 new hearing aids at Connect Hearing in *****, ** in Dec 2020. I went back for cursory checking and light cleaning. Despite calling in advance about fees and being told there would be none for small things in the front office, at the end I was asked to pay a $35 visit charge. The audiologist came out and screamed at me that it didn't matter what I was told. She said she had a document about the fee, but the document she showed me did not say this. So I just left and never returned.I brought my business to Connect Hearing in ******. I asked carefully in advance about charges and spoke directly with the audiologist. This December I lost the two aids and had them replaced. I was told $600 deductible/fee, which I paid. I was also told that I could have the audiologist pair them with my phone for a $45 fee or do it myself at no charge. I decided to pay the fee, because I wanted it done right by a professional.At my appointment on 12/20/2023 to pick up the aids and have them paired, she took me back to her office. She was unable to pair them. She then told me I owed $45 for the pairing plus a $35 visit fee. I pointed out that she had told me there was just a $45 fee. She cut me off (spoke over me) and said, "Please don't argue about the fees. I have documentation that I told you about the visit fee. Please don't argue or you will not be welcome back." She was clearly agitated, and I was reluctant to escalate. It did not matter to her what she had told me (which she could easily have done), and she did not show me any documentation.I went ahead and paid the $80, as I was not sure what recourse I had on the spot (but not because of concern that I would "not be welcome back".) It later occurred to me she was retaliating against me for not capitulating to her friend in *****. I don't know if she intentionally did not complete the pairing or if she was really unable to perform this task.Problem is bait-and-switch, not fee amounts.

  

  Business Response

  Date: 05/31/2024

  **************** had an original agreement that fees would accrue following a third visit within the first year.  This was explained to him and is well documented in his purchase agreement.  **************** left one location without payment of services.  We are asking that **************** now pay up front for any services and staff in the ************ area have been alerted.  Staff at several locations have called into question **************** behavior which has offended several staff members who were trying to offer assistance. We ask that **************** respect the purchase agreement, any/all fees described there and be respectful to our employees if he were to return for service.

  *********************

  Sr. Manager, Web & SEO

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21315575
  
  I am rejecting this response because:

  The terms communicated with me up front were different from what I was asked to pay after services were rendered.

  In the first location, I simply left, because the agent refused to speak with me or provide the documents she claimed to have (as you are doing now).  Did the agent find this offensive?

  In the second location, I reviewed the terms carefully before each interaction.  The agent made no complaint and had no concerns.  In the final date of service, service was not even completed.  Then she again requested additional payment in conflict with the terms previously stated.  Again she claimed to have documentation, but did not show it.  She seemed very nervous, but specifically refused to resolve.  This time I paid, but felt that this was wholly unwarranted.  Thus this complaint.  She said if I discussed the matter with her, then I would "not be welcome back".  But why would I ever return to that location, after she pulled that stunt?  Which of us should be offended by this behavior?

  At the third location, I requested and received specific terms in writing.  However, the agent behaved honestly at that time and there was no conflict, change or disagreement (and no indication that the extra written terms were necessary).  I informed her that I would report the first two locations, and I asked if she wanted me to mention that she had been honest or leave her out.  She said she did not care about any of it, because it had nothing to do with her.  She also fixed the failed service from the second location, and I had no problem paying for this.  I returned several times for further service.  Again, she expressed no concerns with me, and I had no problems with her.  Where was the offense?

  From the last visit, there was an outstanding technical issues.  But when I tried tor return for completing service, I was advised that the corporate office (you) had prevailed on her to discontinue service.  This was clearly in retaliation for me reporting the deceptive practices of the first two locations to the BBB.  Which of us should be offended by this behavior?

  These are the facts of the matter.  They are true and complete, to the best of my knowledge.  The statement from the business is false, evasive and deceptive:

  1) "Fees . . . well documented".  The issue is not whether there are fees but the amounts for specific services and why they changed without notice.  You people have been claiming documentation for years.  Pony up.

  2) "**************** left one location without payment of services."  I stated this up front, clearly, and with the reasons.  Simply repeating, vaguely, without explanation is evasive and misleading, as you know.

  3) "called into question **************** behavior which has offended several staff members who were trying to offer assistance."  Not then; but after you recently told them to, sure.  These games do not in any way excuse your deceptive business practices.

  4) "We are asking that **************** now pay up front for any services and staff in the ************ area have been alerted."  No, you are not asking for this.  You have ordered staff, who have done business with me several times with no problems on either side, to refuse to complete services or provide further services.  They did not change the terms after service, and I paid promptly.  While this was normal business for me and for the location, this is clearly unsatisfactory and unacceptable for you and contrary to your way of doing business.

  Please do not suggest that I would ever use your company's services again, after you have demonstrated that no one in your organization (even if they are otherwise trustworthy in their own conduct) could possibly be trusted by an informed customer.  They clearly conduct deceptive practices under your direction.

  Sincerely,
  ***************************

  

  Business Response

  Date: 06/03/2024

  To Whom It May ******************** style="font-size: 0.875rem;">Our reply was based on multiple accounts from our staff and their detailed notes which were consistent in their characterization of ******************** interactions and behavior. We stand by our decision and cannot offer a refund at this time.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21315575
  
  I am rejecting this response because:

  You stated, "Our reply was based on multiple accounts from our staff and their detailed notes which were consistent in their characterization of ******************** interactions and behavior. We stand by our decision and cannot offer a refund at this time."
  
  There is a lot to unpack here.
  
  1) First, the complaint does not focus on a refund.  The purpose of the complaint is to ask that you "Acknowledge and cease deceptive business practices."  Specifically (as detailed in the complaint) I asked in advance about fees before each appointment and was told a specific amounts.  At the end of the appointment, I was asked to pay a higher amount.  When asked, your staff should specify the actual amount that you will ask the customer to pay.  It's that simple.
  
  Unsubstantiated assertions that documentation somewhere, somehow refutes this does not reduce the validity of this complaint.
  
  Secondarily, the service at the appointment in ****** was not even successful, so nothing should have been charged.  But this is a secondary issue, because I made it clear to the BBB weeks before your response that a refund alone would not be accepted.
  
  (The BBB complaint form focuses on an amount, but the text of the complaint makes clear the core issue and an additional message afterwards includes the statement quoted above.  Normally, one would give you the benefit of the doubt that the core complaint was unclear, but you have shown a tendency in these responses to just ignore clear facts that don't support your position.)
  
  2) These appointments occurred at multiple locations over several years.  At no time prior to my complaint was it suggested there was any offense or concern about my behavior.  No one "called into question [my] behavior" or suggested that I "offended several [or any] staff members".  You only raised this assertion as a vague insinuation, in response to my report of your deceptive business practices.
  
  Did you have staff create these "detailed notes" in the past month?  If so, then why did you provide no details?  Or are you considering whether to make them follow through with this?
  

  My complaint provides factual details of your staff's actions and statements.  In response, you make vague insinuations about mine, which neither specify what you are talking about nor appear to match any actual events.
  
  3) If a customer actually did behave in a manner that matched your insinuations, then (a) this would not excuse your deceptive business practices and (b) it would not be relevant in response to reporting your practices.
  
  4) Your previous response is either intentionally deceptive or reveals that you are not aware of your staff's actions.

  You claimed you wanted me to henceforth pay in advance.  But this was after you (or your staff) directed the third location, where there were no conflicts or complaints, to stop behaving with integrity and to terminate any services (leaving outstanding technical problems unaddressed).

  This direction came from above and was given only after I reported your other two locations' deceptive practices, so it is clearly in retaliation for reporting you.

  New and unsubstantiated claims of offense are also clearly retaliation for reporting you and not based on actual events.  Your statements also conflict with other communications that I received (with actual documentation).
  
  5) Who is really writing these conflicting and evasive responses?

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/15/2024

  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.

  At 39 year old, my level of hearing loss was becoming evident to my family (I was still in denial). The new year was about to begin, so my husband encouraged me to have my ears checked by Connect Hearing, and sure enough, I had a rare form of hearing loss and needed hearing aids. The cost was around $10,000 for a pair of Phonak Audeo p70, with our insurance paying 70%, making out OOP expense $3,000. Two years later, I opted to get Phonak Lumity hearing aids, and in telling my story to the audiologist, she was SHOCKED at what she called highway robbery by Connect hearing! Shed been in the business long enough to retire soon, and informed me that the hearing aids Connect sold me retailed for about $3,000. With what I thought was a $10,000 price tag and insurance paying 70%, it sounded like a really good dealthat is, until I was told that both pair had a retail price of $3,00. In other words, with their ridiculous $7,000 markup, I was paying FULL PRICE, despite insurance.

  

  Business Response

  Date: 02/14/2024

  Regarding the price quote As across the healthcare industry, each insurance company has negotiated rates based on a number of factors.  We try to work closely with insurance companies and patients that they fully understand the cost of hearing aids, insurance benefits and out-of-pocket expenses.  We invite this patient to contact the location that was providing for her to schedule that consultation and review and questions they may have regarding their insurance.