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:04/23/2025

  Type:Product Issues
  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 have been trying to return these hearing aids since the day I received them which was April 17, 2025. I have sent about a dozen emails and I keep getting the same emails back and they keep asking for explanations why I dont want the hearing aids and I told them that they are more of an amplifier and they scream in your ear and they just do not work for me But they continue to send me email after email after email and its very frustrating. I just want to send them back and have them refund my ****** account. They have a 45 day return policy but they for some are making this very difficult. My order number is 110-9649. Can you please help with this issue because its getting very stressful?

  

  Business Response

  Date: 04/23/2025

  Hi ********,

  Thank you for bringing this to our attention. Please accept my sincere apologies for the inconvenience and the back-and-forth you've experienced. I completely understand your frustration its absolutely valid. Please know that our intention was never to cause any added stress, but rather to ensure we explored all possible solutions and provided the best guidance we could.

  That said, Im truly sorry that our hearing aids didnt fully meet your needs. No worries we remain fully committed to our return policy and to making sure this process is completed for you as smoothly and promptly as possible.

  Ive sent you a separate email with detailed instructions on how to proceed with the return. If you have any other questions or need further assistance, dont hesitate to reach out Ill be more than happy to help.

  Thank you again for your patience and understanding.

  Warm regards,
  *****

  Customer Answer

  Date: 04/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, I have been getting emails somewhat like this one for 6 days and I still have not gotten any return information, so I hope this is their last email without any return info the next one is how to return this product.
  
  Regards,
  
  ******** *********
  
   
  

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  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.

  Audien hearing aids Purchased on 4/10/2025. I have used them according to instructions. Getting constant feed back. Have attempted to return product, which has a 45 day money back guarantee. Upon filling out form on line, and answering questions, I'm now requested to pay more to repair my hearing aids, which is also money back guaranteed. I want to return for refund $264.00

  

  Business Response

  Date: 04/23/2025

  Hi *******,

  Thank you for informing us about this issue and lease accept our sincere apologies for the inconvenience this has caused, as well as for any confusion surrounding the return process.

  To clarify, we do not expect you to pay for any repairespecially if the device is found to be defective or in poor condition. Were here to make things right.
  I also want to apologize for the delay in providing real-time assistance. We've been experiencing a higher volume of inquiries than usual, but please rest assured that Im personally making sure you receive the support you need.

  Ive sent you a separate email with detailed instructions on how to proceed with the return. If you have any additional questions or need further assistance, feel free to reach out Ill be happy to help.

  Thank you for your patience and understanding.

  Warm regards,
  *****

  Customer Answer

  Date: 04/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:04/20/2025

  Type:Product Issues
  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 have twice contacted the company to return the Audien Atom 2 hearing aid. On their automated service left message that I wanted to return it and for return mailing instructions. Each time was put on hold for ************************************ their website it states that returns must be pre arranged with them and they are to provide a mailing label. If not done that way a returned item will be mailed back to the sender. By not being able to make contact with company and getting that mailing label, it seems they have developed a system to prevent one from getting the pre approval and making a return before their required 45 day time frame is up. This is an unfair business practice.

  

  Business Response

  Date: 04/23/2025

  Hello ***,

  We appreciate you bringing this matter to our attention and please accept my sincere apologies for the inconvenience this has caused. This is certainly not the experience we want for you.

  Over the past few days, weve experienced a higher-than-usual volume of inquiries, which unfortunately led to delays in our responses. That said, we remain fully committed to our service standards, and I want to assure you that well make this right.

  Ive sent you a separate email with the steps on how to return the hearing aids. Please feel free to reply directly to that email, and Ill make sure to get back to you as quickly as possible.

  Thank you for your patience and understanding.

  Warm regards,
  *****

  Customer Answer

  Date: 04/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *******
  
   
  

• Initial Complaint

  Date:04/15/2025

  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.

  I bought these hearing aids for my father in law. He does not want or like them and I simply want the hearing aid company to send me a return label and then issue me a full refund. I have emailed them and they have returned emails (3) giving me the run around. I have responded to them continually and asked for the return shipping label and for them to refund my money. I believe they are trying to run the clock out on my 45 days to be able to return the product.

  

  Business Response

  Date: 04/17/2025

  Hello Don,

  Thank you for raising this concern with us and please accept my sincere apologies for the inconvenience and the back-and-forth communication. We acknowledge that we fell short in promptly providing you with the return label, and Im truly sorry if our response came across in a way that suggested otherwise. That was never our intention.

  Our goal has always been to offer a helpful and effective solution, as we genuinely want your father-in-law experience the joy of better hearing. Unfortunately, it seems our device did not meet his expectations, and for that, we deeply regret the experience.

  I checked your account, and it appears that weve already sent the return label. If you havent received it yet, Id be more than happy to send a follow-up to ensure you are properly guided through the return process.

  We truly appreciate your patience and understanding throughout this matter.
  
  Best regards,
  *****

• Initial Complaint

  Date:04/14/2025

  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.

  I sent the hearing aids back because they dont work and they said they would refund my money but they did not.

  

  Business Response

  Date: 04/15/2025

  Hi ******,

  Thank you for bringing this to our attention, and please accept my sincere apologies for the discrepancy regarding your refund. I understand how this situation may have affected your trust in us, and I want to assure you that we fully acknowledge where we fell short.

  That said, there's no need to worrywe are committed to upholding our policies, and Ill make sure you receive whats rightfully owed to you.

  In fact, Ive already processed the refund back to your account. You should expect to see the amount reflected within 310 business days, depending on your banks processing time.

  Additionally, Ive sent you a separate email so you can easily reach out to me directly if you have any further questions or need assistance with anything else.

  We truly appreciate your patience and understanding as we work to make this right.

  Best regards,
  *****

• Initial Complaint

  Date:04/12/2025

  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.

  I purchased the Atom 1 hearing aids because spending 1000 to 5000 for the ones the doctor was pushing, was a huge no for me. They arrived, I charged them and put them in. Instead of the clear hearing I expected, I was greeted with a tin can like hearing. No matter the setting. Not sure what the issue is with these but, sounding like I'm in a tin can is not the answer. I couldn't really afford these to begin with. So financially I can't upgrade as sales people insist on

  

  Business Response

  Date: 04/14/2025

  Hi Desarei,

  Thank you for sharing your feedback with us we truly appreciate you taking the time. I'm so sorry to hear that the Atom One didn't meet your needs, and I completely understand your frustration.

  We share a common goal: helping you rediscover the beauty of hearing through our devices. I know the experience can feel overwhelming at first, but please know that what you're going through is completely normal and part of the adjustment process.

  That said, Im more than happy to support you with whatever decision youd like to make moving forward. Ive also sent you a separate email feel free to reply at your convenience, and Ill do my best to get back to you as quickly as possible.

  Thank you again for your patience and understanding.

  Best regards,
  *****

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair 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.

  The transaction occurred 3/27/25 and was finalized on my credit card, 3/28/25. I ordered two sets of atom two hearing aids and a one year warranty on both. The total price with all charges and tax was supposed to be $445.26. I was charged two false charges of $237.26 and $634.26. After many calls Audien pushed numbers around only taking into account the charge of $634.26 and gave me a credit of $189.00 not taking into account at all the charge of $237.26 and proper deductions against the $634.26. In force feeding fictitious numbers it falsely arrived at the charge of $445.26 and never credited the correct amounts of $237.66 and $634.26 nor did it the charge the correct total price of $445.26. I have an email from Audien acknowledging the original charge should have been $445.26. Figures can lie and liars figure. Because of Audiens failure to correct the charges, I have never opened the package it sent me and no longer want the hearing aids and warranty. I am going to request a mailing package to return the unopened products. I want all fictitious wrongful charges credited to my credit card. The sum of $873.92 for the fictitious charges of $237.66 and $636.26 and after credit given for the fictitious credit amount of $189.00, I am still due a credit of $694.92. I have spent endless hours trying to get Audien to correct its bad business practices. It all fell on deaf ears. I guess my time has no value. Audien could care less.

  

  Business Response

  Date: 04/14/2025

  Hi ******,

  Thank you for bringing this matter to our attention. Please accept my sincere apologies for the discrepancies regarding the charges. I understand how this situation may have affected your trust in us, and I want to assure you that we remain fully committed to correcting this unintentional mistake.

  Ive reviewed your account and can confirm that youve returned the items. As a result, youll be receiving a full refund, not just for the additional charges.

  Please note that the refund should reflect in your account within 310 business days, depending on your banks processing times.

  Thank you once again for your patience and understanding. If theres anything else we can do to help, dont hesitate to reach out.

  Best regards,

  *****

• Initial Complaint

  Date:04/12/2025

  Type:Customer Service 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.

  The item will not work correctly They offer a 45 day return and refund policy They do not respond to my emails for return authorization and instructions

  

  Business Response

  Date: 04/14/2025

  Hi ******,

  We appreciate you taking the time to notify us about this. We sincerely apologize for the delay and the inconvenience this has caused. While we may have fallen short in responding as quickly as wed like, please rest assured that we remain committed to our policies and are more than happy to assist you further.

  Upon reviewing your account, it appears that you agreed to receive a complimentary upgrade to one of our higher-tier devices in place of a full refund. Ive sent you a follow-up email to confirm this. Please feel free to reply at your convenience, and Ill do my best to get back to you as soon as possible.

  Thanks again for your patience and understanding.

  Best regards,

  *****

  
  

• Initial Complaint

  Date:04/10/2025

  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.

  My father order hearing aids and they do not work for him. He has talked to a representative with the company 3 times. My mothers email ************************** was on the account and due to inactivity, her email was deactivated. My father gave the company my email address *************************** to send a return label for him to get a refund. After 2 days, I hadnt received an email so I called and talked to 3 different representatives and each one told me they were emailing me the return label. After 2 more days, still no email. When he ordered them, they told him he had a 45 day money back guarantee. I feel like this company is stonewalling so they wont have to refund the money. My dad is 76 years old and this company is wrong for doing this. All I am trying to do is help him get his money back. The account is under the name ***** ***** **************************************** and the phone number on the account is ************.

  

  Business Response

  Date: 04/11/2025

  Hi ******,

  Thank you for bringing this to our attention, and please accept my sincere apologies for the uncertainty and inconvenience this situation has caused. I want to assure you that it was never our intention to create any confusion. Our primary goal is to provide the gift of better hearing to those in need, and we truly hoped to make that possible for your father.

  While its unfortunate that the product didnt meet his needs, we deeply appreciate the time and effort he took to give it a try.

  Ive reviewed the account, and I can confirm that the refund was processed on April 1, 2025. Typically, refunds reflect in the customers account within 10 business days, so it should appear shortly if it hasn't already.

  Once again, thank you so much for your patience and understanding. If theres anything else I can do to assist, please dont hesitate to let us knowwed be more than happy to help.

  Best regards,
  *****

• Initial Complaint

  Date:04/09/2025

  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.

  Had ordered the audien pro 2 on March 4, 2025, received on March 10, 2025, wore them like instructions stated, after a week, I was trying to wear them up to eight hours a day, but they were two tin sounding. Missed a telephone call audien on April 2, 2025. April 3, 2025 logged onto their online portal to request a return shipping label, heard nothing from them, sent another email on April 4, 2025 to request a shipping label again. Was called on April 7, 2025 answered phone and stated I needed a return label. On April 8, 2025 was sent an email about my customer experience., return email stated there was no customer service because you still have not sent me a return label. On April 9, 2025 requested another return label online and also called and was put on hold. I hung up after 25 minutes called them back again, and now they cant find my telephone number tied to my shipping. Hung up and called again., was put on hold, I requested a call back. after five hours still have not gotten a call back.

  

  Business Response

  Date: 04/11/2025

  Hello *****,

  Thank you for bringing this to our attention, and please accept my sincere apologies for the inconvenience and the back-and-forth you've experienced. I completely understand how frustrating this must be, and your concerns are absolutely valid.

  Ive checked your account, and it appears that youve already processed the return. Its currently on its way back to our warehouse. Rest assured, were closely monitoring it and will promptly process your refund as soon as the return is confirmed.

  We truly appreciate your patience and understanding throughout this process. While we may have fallen short in delivering the level of service you deserve, were still very grateful for your time and trust in us.

  Best regards,
  *****