Complaints
This profile includes complaints for Acute Hearing's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/01/2024
Type: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 hearing aids from Acute Hearing went there 11/21/23 and paid 1750.00 down they said they would file the insurance claim with my insurance but they never have went 12/6 /23 picked up hearing aids paid another 1544.50 for total of 3294.50 they still have not filed a claim with my insurance as of 5/124 would appreciate if u can help us with this matter.
Business Response
Date: 05/06/2024
We apologize for delays with the processing of **** ******** claim, but the fault lies with **** and I have attached the claim history as proof that it has been filed and details follow. Claim history has been attached as a file. The claim was sent for processing on 12/7/2023 and accepted by ***** ** on 12/13/2023 with claim #*******************. The claim was accepted by ******** on 12/14/2023. On 1/4/2024 ****** **** requested additional infor from Acute Hearing and that information was provided on 1/5/2024 to ****. On 3/25/2024 our isnurance processor spoke to ******** to determine that they are a third party administrator for **** and *** ****** has been contacting them for updates, not ****. ******** does not receive the claim until **** sends it to them for procvessing. Acute Hearing cannot send the claim directly to ********; it is required that it go through and be sent by ****. Claim has been sent to **** by ACute Hearing and accepted by them in December of 2023. **** has received the claim but is taking longer than expecetd to process the claim under the guise of credentialing issues. There are currently no outstanding credentialing issues with **** and Acute Hearing. The claim is being held up at **** and we have no control over how and when they process these claims. To my knowledge, patien hasn't called ****, but has called ********. As a third party administrator, they won't receive the claim until **** sends it to them. We have communicated with *** ******, these details, vis phone or email on the following dates: 2/15/2024, 2/23/2024, 2/23/2024, 3/25/2024, 3/26/2024, 4/2/2024, 4/11/2024, 4/12/2024, 5/1/2024. We have not been paid by **** either and so the claim is holding up payment for both the patient, and ourselves. We would like nothing more than this claim to be paid, but are held hostage by **** at the moment. We continue to work this claim and send inquiries weekly to ****. Thank you for your time.Customer Answer
Date: 05/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
***** ******Customer Answer
Date: 05/08/2024
I am not allowed to contact **** I have to go thru ******** **** will not give me any information Acute has done nothing except give us the run around I talked to ******** yesterday they said I was doing everything right they are going to try set up 3way calling with Amy H******Business Response
Date: 05/16/2024
Claim was sent for processing on 12/7/2023. Claim was filed on 12/13/2023. Claim was accepted by **** with claim #******************* on 12/14/2023. This is supported by the claim history form that has been uploaded/attached here. If the claim was not filed and accepted by ****, then there would be no claim number for the patient's claim. Claim numbers are only generated when the claim has been filed/accepted. **** is incorrect in what they are relaying to the patient. The patient is calling ********, a third party administrator, not ****. I have advised the patient of this on: 1/22/2024, 2/15/2024, 2/23/2024, 3/25/2024, 3/26/2024, 4/2/2024, 4/11/2024, 4/12/204 and 5/1/2024. This claim is being held up by **** and not on our end. The patient should call **** to inquire on why they are delaying processing.Customer Answer
Date: 07/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
***** ******Initial Complaint
Date:03/31/2023
Type: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 went to get hearing aids, had a hearing test, signed up for two hearing aids - also paid for the aids. I waited for the aids and when it came I put them on they sound good in office but when I started to drive home, the hearing aids were so loud not nothing but noise and I had to take them off. I went back they adjusted them, and I had them a week, and went back and cancelled the order and asked for money back $6598.00, but she charged me $659.80 and I complained that this was too much, and shouldn't pay for the aids that they had made, I complained I said that was a ripoff. I am willing to pay for the aids they made to fit my ears but it did not cost them $659.80. I think I should get some of the $698.50 money back. They called the $659.80 a Restocking fee.Business Response
Date: 04/11/2023
The patient signed a Purchase Agreement in which the fee charged for returning his treatment plan, was clearly stated. This fee is in accordance with the requirements put in place by the State of Ohio Board of Speech and Hearing. Not only does this fee help cover the price that is charged to us by the manufacturer for returning the devices, but also for the appointment and services, for which are bundled into the price of a treatment plan. If a treatment plan is returned, it is understandable that a business would then bill for those appointments and services. This fee prevents us from having to bill separately for each visit, and actually minimizes the financial impact to the patient. We are in accordance with the legal agreement the patient voluntarily agreed to and will not be offering a refund. Thank you for your time.
Dr. Amy H******
Doctor of Audiology
Clinical Director
Acute Hearing
Initial Complaint
Date:02/17/2023
Type: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 ask to sign up for a warranty I think cost of 36.50 per month i was given no paper work or never received any thing in the mail had to give acute hearing my routing number and account number from my checking account I have been in contact with Mary at acute hearing I fairfield and few others to get this cancelled but have not gotten any corporations from any oneBusiness Response
Date: 02/20/2023
Patient's account has a note on 1/24/2023 that he wished to cancel his service package monthly payments. We were happy to oblige and stopped his payments ending in February, as that payment was less than 30 days from the process date. February 16, 2023 was his last payment and you can see by the attached statement that his balance is now $0, meaning it has been cancelled. We honored the patient's request as soon as possible given he is set up on monthly payments. He was provided with a statement when the service package was purchased, which contained the line items and the expiration date of such.
Customer Answer
Date: 02/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
Regards,
*** ******
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