Complaints

• Initial Complaint

  03/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction date August 15,2023 $6,754.80 2 Hearing Aids Hearing aids do not work as promised (the product or the "Goods")has not delivered as contractually agreed.Miracle Ear Specialist(s) tried to solve the problem from the purchased date of August 2023,until the time we returned the product Feb 6, 2024.Acct#********. Documentation uploaded explains my situation. Miracle Ear has given me 30days to adjust to my new hearing aids. After 30days no refund as stated in the contract. I never could wear the hearing aids due to constant problems I was having with them. And was constantly promised they could fix. Instead I was lead to believe well past the 30days they could resolve my issue. In the contract it does not state that it could take up to 6months or more for them to make the hearing aids work for me. I've always adamantly told them that I'am not happy with the hearing aids and I wanted to give them back to them. I never worn the aids for a full 30days because they kept having problems. As per upload, we have submitted a letter to the Miracle *********** Frwy store which we received no response. We further sent a letter to Miracle *********** as per upload certified mail and was signed COVID19??.And stil no response.

  Business response

  04/10/2024

  I First saw this patient in my office on August 9, 2023. She had a set of hearing aids she had had for over 10 years. She had not been tested since. We demo'd our hearing devices and patient purchased. We delivered them August 15. The patient had Custom molds on her old devices and she was used to that so requested a custom piece again but  was ready to get her new aids asap so we delivered and she wore a sleeve while her custom molds were being made, Other than minor issues there were no problems with the sleeve, she actually said she was hearing really well and didn't realize how much she had been missing, only issue we had was they were a little on the loud side, I explained this could be due to the fact she had not been tested in 10 or more years and the hearing was much different, I'm not sure how different because I was not the original person to test her. It was from what I remember an ENT. We turned volume down a bit. We delivered her custom molds on august 23. I had even stated at one point before this if she was happy with how the sleeves sound we don't have to switch to a mold and she wanted to anyways. At no point did the patient mention returning in the ************************************************************************ stating she felt like I fixed her issue. I would receive text messages sometimes same day stating she was doing well and hearing better but we may need to tweak a few more things. When she would come back for her follow up She would tell me her complaints, there were a few sound issues where we tried fixing the mold into a different vent size, we tapered, we tried new mold structures all together, but never was returning mentioned. Even when we were having issues she NEVER mentioned returning just that she trusted me and knew I was working hard to give her what she wanted. I mentioned several times about just switching back to a sleeve tip VS a custom because she was not having issues and she kept insisting she needed a mold because that's what the internet said. We ran several tests to show that she was getting the amplification needed for her hearing loss. We made about 5 custom remakes due to the patient coming in saying she read something online and she felt XYZ needed to be done with the mold. I kept mentioning switching back to a sleeve because she did not have as many issues and she insisted. Pt at one point between sept and oct went to another clinic which I was not aware of until after the fact to have her remake the mold. I spent countless hours with upper management going over her software fitting and her issues trying to find the best solution for her issues and even they agreed that maybe the mold was not the best for her but the patient would never accept my professional opinions. We even tried a different technology to see if she liked it better and by this point she was so very hard to work with she would barely talk to me in the office and became very combative. I kept reiterating I was here to fight FOR her and help her hear better but she kept making very snide comments and being rude. I STILL took care of her. She would come into my office and EVERYTIME she left she said she was hearing so much better. I would have her go to her car listen to the radio take a spin around the block to create road noise any complaint she had I made sure it was addressed and still within the 30 days it was never mentioned she wanted to return, she kept saying she trusted me. UNTIL December when we were trying new technology I would no more get the hearing aids in her ears before she was being rude and not wanting to even speak to me to tell me issues so I could HELP. We saw her a few more times with the original aids and i eventually convinced her to TRY going back to sleeves, she did and said it sounded so clear and better, within a couple of weeks her and her husband walked in with a letter and she said she wanted out of the contract. This was February. I told her I would have upper management reach out to her and she said that was fine. Then When my manager did reach out she would not return his calls. He left her several messages and even reached back out to me asking for her husbands number to see if they could resolve the issue that way and he was unsuccessful in reaching her. I even personally called an text to try and give her his number so she could reach out just in case she wasnt getting his messages and I was also ignored. I feel like I went above and beyond to try and help her hear better, and it was never even a question of hers to return in the 30 day window and the contract she signed. It was never even mentioned. In fact it was stated several times before October that she trusted me and knows I am doing everything I can to help her. The contract doesn't say anything about only taking 30 days to get used to the hearing aids just you have a 30 day window to return. And it was never even stated to me within that time frame she was considering just she knew it would take TIME and she trusted me. 

  Customer response

  04/21/2024

  Complaint: 21445737
  
  I am rejecting this response because: There was no response. 
  
  Regards,
  
  *****************************

  Business response

  04/26/2024

  I am responding with my original response hoping it comes through again. I called making sure there was nothing else you needed from me, and haven't received a call back from the BBB consultant,  I First saw this patient in my office on August 9, 2023. She had a set of hearing aids she had had for over 10 years. She had not been tested since. We demo'd our hearing devices and patient purchased. We delivered them August 15. The patient had Custom molds on her old devices and she was used to that so requested a custom piece again but  was ready to get her new aids asap so we delivered and she wore a sleeve while her custom molds were being made, Other than minor issues there were no problems with the sleeve, she actually said she was hearing really well and didn't realize how much she had been missing, only issue we had was they were a little on the loud side, I explained this could be due to the fact she had not been tested in 10 or more years and the hearing was much different, I'm not sure how different because I was not the original person to test her. It was from what I remember an ENT. We turned volume down a bit. We delivered her custom molds on august 23. I had even stated at one point before this if she was happy with how the sleeves sound we don't have to switch to a mold and she wanted to anyways. At no point did the patient mention returning in the ************************************************************************ stating she felt like I fixed her issue. I would receive text messages sometimes same day stating she was doing well and hearing better but we may need to tweak a few more things. When she would come back for her follow up She would tell me her complaints, there were a few sound issues where we tried fixing the mold into a different vent size, we tapered, we tried new mold structures all together, but never was returning mentioned. Even when we were having issues she NEVER mentioned returning just that she trusted me and knew I was working hard to give her what she wanted. I mentioned several times about just switching back to a sleeve tip VS a custom because she was not having issues and she kept insisting she needed a mold because that's what the internet said. We ran several tests to show that she was getting the amplification needed for her hearing loss. We made about 5 custom remakes due to the patient coming in saying she read something online and she felt XYZ needed to be done with the mold. I kept mentioning switching back to a sleeve because she did not have as many issues and she insisted. Pt at one point between sept and oct went to another clinic which I was not aware of until after the fact to have her remake the mold. I spent countless hours with upper management going over her software fitting and her issues trying to find the best solution for her issues and even they agreed that maybe the mold was not the best for her but the patient would never accept my professional opinions. We even tried a different technology to see if she liked it better and by this point she was so very hard to work with she would barely talk to me in the office and became very combative. I kept reiterating I was here to fight FOR her and help her hear better but she kept making very snide comments and being rude. I STILL took care of her. She would come into my office and EVERYTIME she left she said she was hearing so much better. I would have her go to her car listen to the radio take a spin around the block to create road noise any complaint she had I made sure it was addressed and still within the 30 days it was never mentioned she wanted to return, she kept saying she trusted me. UNTIL December when we were trying new technology I would no more get the hearing aids in her ears before she was being rude and not wanting to even speak to me to tell me issues so I could HELP. We saw her a few more times with the original aids and i eventually convinced her to TRY going back to sleeves, she did and said it sounded so clear and better, within a couple of weeks her and her husband walked in with a letter and she said she wanted out of the contract. This was February. I told her I would have upper management reach out to her and she said that was fine. Then When my manager did reach out she would not return his calls. He left her several messages and even reached back out to me asking for her husbands number to see if they could resolve the issue that way and he was unsuccessful in reaching her. I even personally called an text to try and give her his number so she could reach out just in case she wasnt getting his messages and I was also ignored. I feel like I went above and beyond to try and help her hear better, and it was never even a question of hers to return in the 30 day window and the contract she signed. It was never even mentioned. In fact it was stated several times before October that she trusted me and knows I am doing everything I can to help her. The contract doesn't say anything about only taking 30 days to get used to the hearing aids just you have a 30 day window to return. And it was never even stated to me within that time frame she was considering just she knew it would take TIME and she trusted me. 

  Customer response

  04/27/2024

  Complaint: 21445737
  
  I am rejecting this response because: The response is not accurate.  Myself nor my husband was never contacted.By miracle ear. We will file a law suit if Miracle does not resolve this issue. Consumers be aware Miracle is not your friend. They are only concerned about the money.
  
  Regards,
  
  *****************************

*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. ↩