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:09/21/2022

  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.

  Complaint input by BBB:
  
  Bought hearing aids for $3,000. The hearing aids do not work. consumer went back to the store 12 times to get them fixed. He finally asked for a refund. Business said they would not refund him but would get him a new pair. Consumer received the new pair and they still do not work. They make a high pitched noise all the time.
  
  They guaranteed for 3 years. consumer does not want a new pair, he wants to be refunded. Consumer was told by store that the reasons they are not working correctly is because he has too much earwax. Consumer went to doctor and got ear wax removed and hearing aids still do not work.

  Business Response

  Date: 09/27/2022

  To whom it may concern,
  
  we received Mr. ******* complaint and are sad to hear about his frustrations with his hearing aids he purchased on January 21, 2021. His hearing aids came with a 30 day return. As his contract clearly stated. Being as it is now nearly 2 years since his purchase, they are clearly not returnable as they are well outside the reasonable standards for something like this. The aid themselves or not defective but rather require some upkeep which we are more than happy to try to resolve.
  
  Mr. ******* was first seen on March 11, 2021 in which his hearing aids were clogged with wax, a very common issue that is easily resolved. Once clean the aids were restored to normal function. He returned on March 24 as he had it in advertently turned his devices off. The issue was corrected in the office and devices were working when he left. We saw him again on June 4 of 2021 and this is the first time Mr. ******* claimed he believed his hearing aids had something wrong with them. He believe the rocker switch was not working properly, we sent them in and received a repair device on 6/24/21. On 7/6/21 we did a wax cleaning on the devices to restore them again. On 9/20/21 we sent the Rite Aid in for repair, it was picked up on 9/29/21. On 1/5/22 we did another hearing test to verify his prescription as we do with all of our patients annually. There were no charges and everything was fine with his devices. On 4/21/22 we made some sound adjustments to the air devices at the patient’s request, devices were working properly. On 7/18/22 he came into the office and the devices were dead. They had not been charged properly and he was in advertently using a cord from an unknown device to charge them. Issue was resolved and wax was clean from devices. On 9/7/22 he came in as devices were not working properly, they were sent in for repair. We suggested a replacement pair in Lou of a repair to further comfort Mr. *******. We discussed his wax production and how it was affecting his devices. Mr. ******* had his ears professionally clean at this point but that does not guarantee ongoing p Performance from his devices, he will continue to produce earwax in less than sure he comes in quarterly to get his devices cleaned professionally. He will also need to do in-home or in office ear cleanings quarterly or even monthly to help with the performance and longevity of his devices. We would be happy to provide Mr. ******* with a hearing aid dehumidifier that may help his ongoing care. He can purchase in-home flush kits at our office or any drugstore. We also would be more than happy to go over these processes with him on his next appointment. We want him to enjoy his hearing aids and be able to use them every day. Heavy wax production sometimes occurs to health or family history can affect the performance of hearing aids. However, it is something that can be easily managed with the proper care and cleaning we are more than happy to help Mr. ******* in this regard.