Complaints

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

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  MDHearing

  650 W Lake St Ste 120 Chicago, IL 60661-1027

  
• 

  MDHearing

  PO Box 803338 PMB 76367 Chicago, IL 60680-3338

  
• 

  MDHearing

  18447 W 8 Mile Rd Detroit, MI 48219

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:01/23/2024

  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.

  $200 paid for device trial, device information offered free return or trial of another device at no additional cost, if requested within 45 days. I Contacted MDHearing by email after 28 days. Non-responsive to email. Called on day 34, left message for call back. MDHearing returned the call after 90 minutes. Offer to try another device for $100 more and return device #1 at my expense by **** or **** Does not accept walk-in return.

  

  Business Response

  Date: 12/10/2024

  Thank you for bringing this matter to our attention. After reviewing our records, we can confirm that the hearing aids were received from Mr. ***** on January 23, 2024, and a refund was issued on January 28, 2024.

  We regret any inconvenience Mr. ***** may have encountered during this process. We strive to ensure a smooth experience for our customers and are continuously working to enhance our service operations.

  If you require additional details or documentation to close this matter, please do not hesitate to reach out.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 21187450
  
  I am rejecting this response because:
  Eleven months after filing the complaint, the response . Delayed action is not acceptable 
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/10/2024

  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 parts for hearing aids on November 1, 2023. Have not received them also they don't respond to any phone calls or messages. The name of the company is hearing assist

  

  Business Response

  Date: 08/13/2024

  This complaint mentions a company named hearing assist. We show no name or address matching this person in our systems.

• Initial Complaint

  Date:12/03/2023

  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 spouse, who has dementia, ordered this product without my knowledge. I have attempted to return this hearing aid product for a full refund but received no response from the company. This product was returned via **** to the return address on the label on the box.

  

  Business Response

  Date: 12/06/2023

  Date: 12/6/23

  
  Re: Complaint by *******************

  
  To Whom It May **************************** are writing in response to the complaint filed by Mr. ******************** At MDHearing, customer satisfaction is our top priority, and we regret any confusion or inconvenience that *** have arisen regarding **************** refund.

  
  According to our records, ************ contacted us on October 9th to initiate a return of the hearing aids he had purchased. He was provided with a return code and instructions on how to send back the product. Upon receipt of the returned hearing aids on October 18th, our team promptly processed **************** refund on the same day.

  
  To provide clarity and transparency, we have submitted copies of the proof of the refund transaction from our banking institution. This documentation verifies that the refund was processed in a timely manner upon receipt of the returned product. We kindly request ************ to reach out to his banking institution for further information regarding the credit to his account.

  
  We hope this explanation resolves any concerns raised by ************ and demonstrates our commitment to efficient and transparent customer service. We take customer feedback seriously and continually strive to improve our processes and communication.

  
  Thank you for bringing this matter to our attention. Please do not hesitate to contact us directly for any further clarification or assistance.

  
  Sincerely,

  *********************************************;
  
  

• Initial Complaint

  Date:11/29/2023

  Type:Delivery 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.

  MDHearing refused to cancel the order placed less than 24 h after the order was placed, regardless of multiple contacts made. Their customer service practically is not functioning, ignoring customers notifications and requests.

  

  Business Response

  Date: 12/06/2023

  Date: 12/6/23

  
  Re: Complaint by Kam Voi

  
  To Whom It May ********************* are writing in response to the complaint filed by *********************. At [Your Company Name], we strive to provide excellent customer service and deeply regret any inconvenience Mr. *** may have experienced.

  
  Mr. *** placed an order for our Volt Plus hearing aids on November 24th at 7:24 PM. Our records, including website history and email communications, which we have provided for your review, indicate that Mr. *** spent 81 minutes and 28 seconds on our site before making this purchase. We understand that Mr. *** later regretted this decision and contacted us via email to request a cancellation and refund.

  
  Our customer service policy stipulates a ***** hour response time for email inquiries. Unfortunately, by the time our team processed Mr. ***** request, the order had already been shipped. We have communicated to Mr. *** on several occasions that we would be happy to issue a refund upon the return of the product. However, recognizing the unique circumstances of this situation, we have decided to waive our standard policy and issue a refund to Mr. *** immediately, without the need for him to return the product.

  
  We believe this action demonstrates our commitment to customer satisfaction and our understanding of occasional human error in online purchases. Additionally, we want to emphasize that we offer live online chat and customer support lines for immediate assistance, although email support remains available for those who prefer it.

  
  We hope this resolution addresses Mr. ***** concerns and demonstrates our dedication to responsive and fair customer service. We have taken this complaint seriously and will use it to further improve our processes and response times.

  
  Thank you for bringing this matter to our attention. We trust that this resolves the issue to Mr. ***** satisfaction and to the standards of the Better Business Bureau.

  
  Sincerely,

   

  *********************************************;

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20932044
  
  I am rejecting this ******** because: First of all the so called MDHearing contacted me on several occasions is misleading. MDHearing answered every time my numerous in writing cancelation requests and not successful reach by phone with automatic (not live rep) few words that my email is recorded. Thats it, no live rep ******** at all explaining to their customer about the cancelation request. 
  

  Also, the shipping always can be stopped and return to sender if the sender is willing to follow with carrier delivery procedure, which MDHearing purposely is neglecting with the unacceptable excuse that my cancelation request was too late when the shipment started. My request for cancelation was very prompt, in less than 24h after the online order was placed. And I requested the cancelation using all communication means MDHearing allows, but never got any live agent followup on their website, or by phone, or by email, or using their site chat option. MDHearing compared to other respectful businesses can just cancel an order and save their customers all the inconvenience hassle and stress. But MDHearing focus is not on customer service and support in after-sell period and causing such a problem for their customers to return the item and get ASAP their refund. 
  
  Sincerely,
  
  Kam Voi

  

  Business Response

  Date: 12/11/2023

  Dear Mr. **************** hope this message finds you well. I want to express our sincerest apologies if your recent experience with our company has not met your expectations. We deeply regret any inconvenience you may have faced.

  
  I would like to clarify that we do not use an automated system for our customer interactions. All our responses are crafted and sent by live agents. While we utilize templates and macros to streamline our communication, especially for repetitive queries, please be assured that each customer request, including yours, is read and addressed by a human representative.

  
  Regarding your concern, we have taken the step to issue a complete refund to you, even though we haven't received the product back. This action was taken in light of our understanding of the inconvenience you experienced, and as an exception to our usual policy.

  
  We understand that our solution may not have fully aligned with your expectations, and for that, we are truly sorry. It's important to us that we maintain transparency and honesty in our communications, and we feel it's necessary to address that some of your responses have not been entirely accurate in describing the situation. However, we acknowledge the difficulty you have experienced and have made every effort to accommodate your needs sympathetically.

  
  We sincerely hope that you find a resolution to your hearing needs, and we wish you all the best in your future endeavors.

  Warm regards,

  ***************************;

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20932044
  
  I am rejecting this response because: the problem I wanted MDHearing to address is exactly what you indicated in the beginning of your 2nd reply. If a human interaction is involved in issuing these multiple one phrase tickets, without actually addressing, explaining what your customer to expect next is a problem which you refused to acknowledge in your reply excuses.
  

  Most of your competition provide with real human interaction addressing the particular customer questions, complains, and not providing only with formal two words that ticket is issues, without coming back and communicating with your customers. This your system is disrespectful to your customers and you obviously are not acknowledging showing that how you serve your post-sell customer is Ok. Its mot Ok, it cased a lot of stress and inconvenience trying multiple times to get in real communication with MDHearing customer service without any success. ********************** with its human, but actually very formal (thats why I got the impression that behind your system is only automatically set email two words responses), keeping your customers in the dark what exactly is going on, how they will be help and when  is just disrespectful. 
  

  The carrier **** tracking system showed that you received back your package, which was just refused to be delivered by me. This also is causing inconvenience when its very easy and customer friendly if after the request for cancelation the sender stops the delivery, allowed in any stage of the carrier delivery, instead of placing this burden on your customer to deal with the return.  
  
  Kam Voi

• Initial Complaint

  Date:11/27/2023

  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 partner and ordered 2 pairs of Volt heating ais. After one day of trying to wear them with glasses, we decided to send them back in exchange for your XS Neo. They are all listed at 397 on your website. ************ Wanted us to pay $200 MOREsaying the hearing aids are MORE which they are not.we just wish to exchange these. *********************** and *******************************

  

  Business Response

  Date: 11/28/2023

  Dear *****************,

  
  I hope this message finds you well. We are writing in response to your recent inquiry filed with the Better Business Bureau and appreciate the opportunity to address your concerns.

  
  Upon reviewing your account, we have verified your purchase of a set of Volt products for $299.98. Additionally, our records indicate a separate purchase of a Volt set by *******************************, also for $299.98. We understand that you are interested in upgrading to our latest *** XS model, currently priced at $399.98 per set.

  
  To facilitate this upgrade, the difference in cost between the Volt and *** XS models is $100 per set. Therefore, upgrading both sets of Volts to the *** XS model would result in a total upcharge of $200.

  
  We are committed to ensuring that our communication is clear and your needs are fully understood. To this end, a member of our customer service team will be reaching out to you shortly. They will discuss the upgrade process in more detail and ensure that all your concerns are adequately addressed.

  
  Thank you for choosing our products, and we look forward to assisting you further.

  
  Sincerely,

  *********************************************;

• Initial Complaint

  Date:10/24/2023

  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.

  In September 2023 I called the company to talk to a representative, as I was unsure whether these hearing aids would be a good fit for me. I explained in detail and carefully that I had had extensive surgeries to my ear and was wondering if the **** hearing aid might work for me. She assured me that she believed they would work, but if they did not, then I wouldn't be out any money at all. She urged me to order them right then, as she offered me a special membership. I was unsure, but went ahead with it. The hearing aids arrived after a lengthy delay, and in the package was a disclaimer saying if your hearing loss was medically related, you should talk to your doctor before fitting the hearing aid. I was never told that over the phone. The hearing aids did not fit or work for me at all, so I decided to return them. When I went to return them, they explain that you have to pay for shipping and if the hearing aids happen to get lost in the mail, you will be held liable for their cost. BUT they offer a guaranteed return if you pay them $20 and they send you a shipping label. I called and explained to a representative that I was misled and that I had been assured I would not be out any money if the hearing aids did not work for me. She explained that neither she, nor anyone in the company could reimburse or cover the cost of my return shipping,I then tried to leave a 1 star review explaining this experience and it mysteriously failed to post every time I tried to upload it. I would like the $20 return shipping waived so I don't have to worry about my package being lost in transit and being out $400.

  

  Business Response

  Date: 10/27/2023

  Dear ****************,

  
  Thank you for taking the time to share your concerns with the BBB. We regret any inconvenience or confusion you've experienced regarding our return policy.

  
  First and foremost, our primary objective is to ensure customer satisfaction, and we understand the frustration of incurring additional costs. I'd like to take a moment to clarify our return policy. As stated, customers are eligible for a full refund of the purchase price when returning the hearing aids. We are proud to offer free shipping to our customers when the product is initially sent out. Our intent behind this is to reduce upfront costs for customers and provide a risk-free trial of our products.

  
  When it comes to returns, we ask customers to cover the return shipping. This policy is outlined clearly in our terms and conditions, which we aim to make as transparent as possible for our customers. It's worth noting that many companies that offer free shipping on products do have a similar approach, and this helps in keeping the overall product prices competitive for everyone.

  
  Once the returned hearing aids are received by our team, we promptly process the full refund of your order total. We understand that over-the-counter, non-prescribed hearing aids might not be suitable for everyone, and that's why we provide an option for customers to return them if they feel it's not the right fit.

  
  We genuinely appreciate your feedback, and I apologize for any inconvenience caused. Please let us know if there's anything else we can assist with or if you'd like further clarification on any other aspects of our policies.

  Warm Regard,

  MDHearing Support Manager 

   

  Return Policy
  Your satisfaction is guaranteed. If you are not satisfied with your hearing aid(s), you have 45 days to return it for a full
  refund. We are unable to honor return requests after 45 days from the date of delivery as reported by shipment tracking.
  All products MUST include a Return Merchandise Authorization (RMA) code for proper processing (RMA codes are a
  combination of words, letters, and numbers). For an RMA code and specific return instructions, please call, text, or email
  customer service using the contact information at the bottom of this sheet.

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20776974
  
  I am rejecting this response because:

   

  I ordered over the phone and was not made aware of the terms and conditions at all.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/01/2023

  Dear ***************,

  First and foremost, I would like to sincerely apologize for any confusion or inconvenience you might have experienced with your order. Clear communication with our valued customers is of the utmost importance to us, and we regret that this wasn't the case during your recent interaction.

  
  To alleviate any further concerns, we will be sending you a worry-free shipping kit that includes a shipping pouch and label. Once you receive it, please write the *** number provided by our customer support team on the shipping label.

  
  We are committed to ensuring transparency and clarity during the ordering process. Please know that we will be addressing this matter internally to prevent similar oversights in the future.

  Thank you for bringing this to our attention, and for giving us the opportunity to make things right. We value your business and look forward to serving you again in the future.

  Warm regards,

  MDHearing Support Manager

  Customer Answer

  Date: 11/02/2023

   
  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:10/05/2023

  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.

  Returning third hearing aid in two months for defective performance

  

  Business Response

  Date: 10/13/2023

  Dear ****************,

  I sincerely apologize for the challenges you have experienced with your hearing aids during the first few months of purchase. I understand that we replaced the right side during your first month and the left side in the second month. It's our priority to ensure our customers have the best experience, and we regret that this hasn't been the case for you thus far.

  
  Given that we've just experienced an exceptionally hot summer, moisture can be a significant concern for electronic devices, particularly hearing aids. The combination of environmental factors, body temperature, cerumen, and skin oils can sometimes lead to rapid moisture buildup. While I note you haven't purchased a dehumidifying jar, it's a tool that can help combat this issue. We'd like to offer you a dehumidifying jar at no charge. This accessory could be beneficial in prolonging the life of your hearing aids and enhancing your overall experience.

  
  If you decide to continue with MD Hearing Aids beyond the trial period, we recommend our protection plan. This ensures your aids are replaced for free, providing peace of mind against unforeseen issues.

  Please understand that our primary goal is your satisfaction. You remain eligible for a hassle-free refund should you decide not to continue with MD Hearing Aids. Thank you for giving us an opportunity to address your concerns, and we hope to provide you with a better experience moving forward.

  
  Kind regards,

  MDHearing Support Manager 

• Initial Complaint

  Date:06/07/2023

  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.

  The transaction date is May 23 2023.I am unable to communicate with business.Three attempts by phone....two attempts by e-mail,with zero response. They require an RMA for a guaranteed refund.How am I to get an RMA, if they will not respond?

  

  Business Response

  Date: 06/16/2023

  Our system shows one call from this customer on June 9th. At that time the customer received his RMA #. He also sent email correspondence that we have provided copies of as well. This customer has been refunded and responded to each time he has reached out. There are times when wait times can be high and customers become frustrated, we understand and apologize for the inconvenience in the delay of information. 

• Initial Complaint

  Date:04/29/2023

  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.

  On 3/15/23 I placed an order for a pair of hearing aids from MDHearing. The product is called the MDHearing ************************************************************************************************ The purchase price was $699.98 plus tax. The stated terms included a 45-day trial period during which the hearing aids could be returned for a full refund. On 4/15/23, thirty days into the trial period, after having various problems with the hearing aids, I obtained an RMA from the company and returned the hearing aids with their approval and per their instructions. On 4/27/23 the company refunded $499.98 plus tax. They refuse to refund the other $200, claiming it is for a service called "VIP Care." The hearing aids themselves are $499.98, they claim.Nowhere on the company's web site, neither on the product description page nor on the checkout pages, does the company state that the aids are $499.98 and VIP Care is $200. On all pages, the product is decribed as a bundled package for $699.98. Had I known that $200 of that total was non-refundable and not subject to the 45-day trial, I would not have purchased the hearing aids; but there was no way to know that based on the information given on the company's web site.For reference, here is the product description page for the hearing aids: ************************************************************************************Here are screen shots of the pages the customer sees when purchasing the aids:************************************************************ ************************************************************************* ********************************************************************************** ********************************************************************************* At no point during the process of placing the order is the customer made aware that the hearing aids are $499.98 and "VIP Care" is $200. The product is simply described as "Limited-time Offer: 2 VOLT **************** with VIP Care $699.98".

  

  Business Response

  Date: 12/10/2024

  Thank you for bringing this matter to our attention. Upon reviewing our records, we can confirm that the hearing aids were received from Mr. ****** on March 24, 2023, and a refund was issued on April 29, 2023.
  We sincerely apologize for any frustration Mr. ****** may have experienced during the return and refund process. We are committed to improving our operations to ensure a more seamless experience for all customers.
  If further details or documentation are required to resolve this matter, please feel free to reach out to us.

• Initial Complaint

  Date:04/26/2023

  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.

  4/26/2023 have called this company for 3 days, waited well over 30 minutes on hold to get a RDM number they require to return hearing aids for total refund. Finally reached a person about the return and now have to wait for another person to call back to get a number. very poor customer response. I have no idea if will refund over ****** because they continue to delay the process.

  

  Business Response

  Date: 12/10/2024

  Thank you for bringing this matter to our attention. Upon reviewing our records, we can confirm that the hearing aids were received from Mr. ****** on April 26, 2023, and a refund was issued on May 7, 2023.
  We regret any inconvenience Mr. ****** may have experienced during the return process. While we aim to provide a smooth and efficient experience for all customers, we are continuously working to enhance our processes to better meet their needs.