Complaints

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• Initial Complaint

  Date:08/06/2023

  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.

  1, On July 14 2023 I purchased Oticon Hearing aids from Eartique for $6600.
  2. Eartiques website promises a 30 day trial period for return.
  3. The hearing aids would not stay in my ears.
  4. I came back to see another audiologist and she adjusted the length of the wires and size of the bulbs.
  5. This did not help. I had to push in the device every 10 minutes to keep them from falling out of my ear. At one point I started to feel pain in my left ear when I tried to keep secure the bulb.
  6. After many good-will attempts to use these hearing aids, I called the office and asked to arrange a return. QUOTE from their website: "The hearing aids are refundable or exchangeable within the 30 day trial period" The front desk person said "Oh, you dont have to see the audiologist, just come in for refund."
  7. To my utter amazement, my refund was $6200---$400 LESS than I had paid!. I was never able to see the audiologist/owner (Michael R.)
  8. I handed the front desk person a copy of Earitque's free trial guarantee from their website and asked her to to show it to the owner but he refused to honor it or even speak to me!
  9. At no time did I receive anything in writing about paying a $400 penalty should I return the devices!
  10. I am seeking to collect the $400 the owner withheld from my refund, ignoring the free trial guarantee on his website!

  Business Response

  Date: 08/15/2023

  In response to the above complaint I will agree with the first 4 numbered facts.  To respond to #6 I would not agree that 1 follow up visit would be "many good will attempts".  The claimant had a scheduled follow up appointment ( that was scheduled earlier than normal due to the issue with the hearing aid staying in her ear) and decided prior to the appointment to return the hearing aids.  After checking the hearing aids on the computer it was found that the hearing aids were not even worn for a total of 30 hours.

  We do offer a 30 day "trial" to anyone who request it.  This claimant never asked, ordered, picked up and paid for the devices.  Our trials are done with in stock demonstration hearing aids in order to limit wasteful use of new hearing aids (which has been proven to drive up the total cost).  Much time, effort and cost go into fitting and orienting a person into hearing aids for the first time and we do charge a minimum for those services. Had I been asked for a trial I would have done so with our in stock demo models.

  When the claimant called to inform the staff she was going to return the hearing aids and not keep her follow up appointment she asked "what would it cost" and she was informed at that time (prior to actually returning the instruments) and there was no question or complaint at that time.

  Customer Answer

  Date: 08/18/2023

  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, details of the offer I reviewed appear below.
  
  
  
  EARTIQUE I would not agree that 1 follow up visit would be "many good will attempts".  The claimant had a scheduled follow up appointment ( that was scheduled earlier than normal due to the issue with the hearing aid staying in her ear) and decided prior to the appointment to return the hearing aids.  After checking the hearing aids on the computer it was found that the hearing aids were not even worn for a total of 30 hours.MY RESPONSE: There is no other word to describe the above statements except total LIES.  I DID NOT decide prior to my follow up appointment to return the hearing aids. I was EAGER to try the various remedies shown to me. The audiologist changed the bulb size and shortened he wire. She sent me home with about 3 different sizes of bulbs which I tried to no avail. It was after one hearing fell on the floor during a concert that I knew they would not work for me. I DID try IN GOOD FAITH to wear these aids. To say that I already decided to return them before my follow up appointment is a complete fabrication!

  
  EARTIQUE: We do offer a 30 day "trial" to anyone who request it.  MY RESPONSE: This statement is absurd. If I buy a bag of apples from Giant Eagle, and I find they are rotten, does the company say I should have ASKED for a trial before buying? And should I have ASKED for a trial when the website states FREE 30 DAY TRIAL??

  
  EARTIQUE: This claimant never asked, ordered, picked up and paid for the devices.MY REPONSE:  WHAT??? This is another complete fabrication! I ORDERED, PICKED UP, AND PAID $6600 for these devices!

  
   EARTIQUE: Our trials are done with in stock demonstration hearing aids in order to limit wasteful use of new hearing aids (which has been proven to drive up the total cost).  Much time, effort and cost go into fitting and orienting a person into hearing aids for the first time and we do charge a minimum for those services. Had I been asked for a trial I would have done so with our in stock demo models.MY RESPONSE: A TRIAL is only a TRIAL if it is the SAME PRODUCT that one will be purchasing at the end of the trial. Using a STOCK demonstration model is equivalent to an eye doctor using a STOCK prescription for glasses! Furtherm On the website, a former patient thanked the (former) owner for letting her have a free 30 day trial before purchasing.

  
  EARTIQUE: When the claimant called to inform the staff she was going to return the hearing aids and not keep her follow up appointment she asked "what would it cost" and she was informed at that time (prior to actually returning the instruments) and there was no question or complaint at that time.MY RESPONSE: I have no idea what this means. I KEPT my follow up appointment with the audiologist while owner was out of town. The secretary said there was NO NEED TO SEE THE OWNER to return the hearing aids. I NEVER saw him at all when I received my refund MISSING $400. AFTER I was given my receipt, the secretary showed me a blank form WHICH I NEVER SAW OR SIGNED stating there would be a return fee. Again, this form has NO BEARING on the “ROBBERY” I experience in this case.
  
  
  
  Regards,
  
  
  ****** ******