Complaints

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Deposit was given 05/10/2024 and hearing aids were picked up on 05/29/2024. Their contract states that you can return the hearing aids for a full refund for a covered reason with the 30 day trial period. Their regional manager told me what hearing aids I needed and he programmed a sample pair for me to try in the office. They were great. Unfortunately the ones they ordered for me that I received a couple weeks later sounded completely different. Needless to say I wasn't happy with them and I took them back after 2 weeks for a refund. They said they would not accept my return until they received approval from their main office. They said not to leave them or they would consider it abandoned merchandise. So I took them with me and wrote them a certified letter demanding a refund. I gave them 7 days. NO RESPONSE! I called my credit card company and disputed the charge. They are horrible people and a big scam and have an F rating on BBB!

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  From an very unhappy and upset customer ************************* ******** ******** Oficial store at ******** ******** ***** I am writing because I already sent a complaint to the corporation and also spoke with an executive officer who promised help and never his regional manager or someone else got back to me I need protection and help with my hearing aid I am a widowed with only incom of social security of $1700.00 a month Never the less I managed to buy a very expensive $ 6,0000 hearing aid at ******** ******** paying monthly for a year. At the time of my purchasing it was a very pleasant manager in the office. Unfortunately he is not working more there The new manager is not at all pleasant I am ******************************************************************************** the mountains Scheduled 2 appointments but couldnt come because of the illness once and a storm sewer the second I lost a lot of weight and my hearing aids start falling out 2 weeks ago being in Columbia from ***************** I came to the office No customers were in and the office manager was free But he declined my sincerely pleading for help despite I explained to him my circumstances claiming he has a customer in 2-3 minutes I offered to wait in case the customer will miss the appointment He declined again I went out from the office in tears and fears because was afraid I will loose my hearing aid So I was staying in the car for a 15 min in the beginning, I have a handicap sing and my parking happened to be near the door to the office Nobody came in 15 min and in 30 and in 45 Yesterday I lost my right hearing aid - happened what I was fearing Please help me with the replacing the lost hearing aid for no cost or to get out of this business with a reimbursement so I can buy a new one with an other company Please answer me You are my only hope now, because I had no response from the previous email to the customer relationship or my calls Sincerely yours ************************** 11.7.2023

  Business response

  11/29/2023

  Dear Mrs. ************************ trust this email finds you well. I appreciate the opportunity to address your recent visit to our ************ store and your communication with the Better Business Bureau (BBB). I attempted to contact you at the phone numbers listed in our records, both your home and cell numbers, but unfortunately, I was unable to reach you. Hence, I am reaching out via email in the hopes of addressing your concerns promptly.
   
  Firstly, I want to express my sincere apologies for the inconvenience you experienced during your recent visit to our store. I am sorry to hear about the loss of your hearing aid. Losing such an essential item can be quite distressing, and I understand the impact it may have on your daily life.
   
  Upon reviewing your file, I observed that you do have an active warranty that covers the replacement of your lost hearing aid. The total out-of-pocket expense for the replacement would be the required deductible, which is 25% of the original cost. Please be aware that this is a fee charged by Miracle-Ear for replacement under their warranty coverage, and unfortunately, it is not within our control.
   
  Regarding your concern about not being seen during your recent office visit without an appointment, I want to express my regret for any inconvenience caused. I would like to emphasize the importance of scheduling appointments to ensure that we can provide you with timely and attentive service. I understand that unforeseen circumstances, such as training sessions or business meetings, may occur during the day, impacting our ability to accommodate walk-in visits.
   
  Additionally, I noted that there were two missed appointments in your fileone on August 21st and another on October 16th. Ensuring timely attendance at scheduled appointments allows us to address your concerns effectively and efficiently. If you have any difficulty scheduling appointments, please let us know, and we will do our best to accommodate your needs.
   
  I am committed to resolving any outstanding issues and ensuring your satisfaction with our services. If you would like to discuss this matter further or have any additional concerns, please do not hesitate to contact me directly. I am more than happy to assist you in any way possible.
  
  
  ***********************
  Regional Manager - Virginia & ********
  South Atlantic Hearing, LLC  
  Miracle-Ear/Hearing Health Centers 
  ************

  Customer response

  11/29/2023

  To whom it may concern ,

  Hello BBB,

  Just received a letter from BBB with the attachment of the letter from ***************

  I would like to comment on the letter

  I Checked my cell phone The phone number in the end of the letter is not registered.

  No voce massages left 

  I called and left the 3rd massage on the phone listed, 

  I couldnt find an email from ************** in the emails unless her business on the title doesnt show miracle's ear 

  Will copy her letter from the yours

  find her email (its not listed on the letter from **************) and send it ASAP

  YOUR LETTER SAYS: I have to response in 7 days if I would or would not accept her proposal My point: I have to discuss all the details of the exchange before I can give the right answer to you with Ms. *************************** meantime I am leaving without one hearing aid and its not only uncomfortable it makes my life miserable. I am getting very nervous listening with only one hearing aid. I have to take the left one also off. The problem could be resolved long ago, but its not where life, so they are taking it easy

  My Point: I have to wait for a call or a letter from **************, without it I cant make any decisions 

  Hopefully ************** will  response in time

  Sincerely yours

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

  P.S. Thank BBB for helping me 

  I am feeling now more safe 

  Customer response

  11/30/2023

  BBB ************;

  Dear ************;

  I even dont know how to start

  want to send an email to *********************** who is claiming to have trouble to contact me

  Called several times left massages

  ****** claims she send me a email 

  No email no email address 

  wrout right now a letter to the corporation asking to help me with ******* email address 

  maybe you can help me

  I Want a resolution of my case

  suffer without hearing aid, please help

  Sincerely yours

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

   

   

*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. ↩