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:07/02/2024

  Type:Billing 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.

  The advanced Bionics billing apartment will NOT accept my credit card or my check for replacement of my deaf son's defective cochlear implant. They want me to use their in-house financing.

  Business Response

  Date: 07/03/2024

  To Whom It May Concern,

  Advanced Bionics contacted *************** to advise of the approval that this son's insurance company had issued for a new sound processing device. As there are two different teams that collaborate together on these orders, **** received communication from two different teams, which seemed to cause confusion. Today, 7/3/24, **** spoke with a Supervisor and had the opportunity to have all of his questions answered. Information was clarified and provided by email to ****. The order in question was paid for using ****'s payment method of choice, and the order was shipped from the warehouse immediately following the conclusion of the conversation and payment processing. 

  Thank You

  Customer Answer

  Date: 07/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/21/2024

  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.

  Do you refuse to send my insurance company? The claim so they will pay the 70%. And then call me. I'll give you my debit card number over the phone for the other 30%. So that you can get your money for the batteries. You can mail the batteries. So my son has access to sound for his developmental education. Why do you refuse to file a claim with my insurance?

  Business Response

  Date: 03/21/2024

  Hello **************,

  I looked into your insurance order and talked to our insurance department and confirmed your insurance isn't set up to pay us a percentage of your order. They require you to pay the full amount and they will reimburse you directly. If you're ready to pay the full amount of your order I can have a member of our team reach out to you to set that up and release your order. The other option is to cancel your pending insurance order.

  Any questions you may have about payment would need to be discussed with your insurance provider, as again it's their policy that they reimburse you after you pay in full.

  Thank you,

  *******************

  Customer Service Supervisor 

• Initial Complaint

  Date:02/29/2024

  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.

  Purchased advanced bionics cochlear product in October of 2023. Was given a 90 notice of return of equipment for full refund. Returned equipment was received at Advanced Bionics on Tues Dec 5, 2023 at 12:32 pm and signed by *******************. *** Ground Tracking No. 1Z884VA ***********. She paid for the equipment with her credit card. Advanced Bionics has this information.I have contacted them 3x last speaking with an advanced bionics supervisor named ***** on February 13 at 3:20 pm. She said she would research why that **** has not refunded the @ $561.00

  Business Response

  Date: 03/06/2024

   Hello **************,

  Thank you for bringing this to my attention. While looking into your return and working with our receiving department, the delay in your refund is due to our warehouse not having record of receiving your item back and that's why you were not credited sooner. I did provide the tracking number showing your item was returned and had our returns team manually close out this credit request, I then escalated your credit to our ********************* and they refunded you last night (3/5/24), so you should see this credit on your next credit card statement.

  Your credit will be for $546.25 as the item was $500.00 & tax was $46.25. Original shipping fees are not refundable on non-defective returns. 

  I apologize for the delay in getting your credit processed, but you should have it now. If you have any further questions please feel free to reach out to me.

  Thank you,

  *******************

  Customer Service Supervisor 

• Initial Complaint

  Date:09/13/2023

  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.

  Im the summer of 2022, I upgraded to the marvel processor and also purchased their aqua cases to allow me to use the processors while swimming. When I received the marvel processors at the Audioligist, the aqua cases were not provided. I was told they were on back order and no forecast date was provided. The aqua cases were shipped directly to my home later that year I saw the Audioligist this summer and learned that in order to use the aqua cases, I must partially disassemble and later reassemble the processors - I am unable to do so due to other limitations One way to address is to use my older processors with the aqua cases. However they are not physically compatible. AB offered to sale me aqua cases that are compatible with the older processors I do not wish to pay twice for the same accessory functionality. Id prefer aqua cases that work with my disabities. If not then I seek a full refund for the aqua cases purchased at the time of the marvel upgraded e

  Business Response

  Date: 09/14/2023

  Hello,

  We reached out to ************** to troubleshoot the issue he was experiencing and found that providing him a different waterproof option would fix the issue. We sent him two of our previous versions waterproof cases free of charge. This will allow him to use his system in the water without any manual adjusting of his system.

  Thank you,

  *******************

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20516124
  
  I accept the solution provided by AB in its response. However I only received ONE aqua case not too. I contacted AB customer support  and was told the item was out of stock and could not provide a forecast date as to when it would be available
  Sincerely,
  
  *******************

  Business Response

  Date: 10/03/2023

  Hello,

  On 9/14/23 we were able to ship out (2) Aqua Case Clips and (1) Slip AquaMic 12" Black. Due to a backorder the (2) aqua cases were unable to ship with the other items, but on 9/28/23 the (2) aqua cases came into stock and shipped out to **************. Fed Ex tracing number is ************ and show delivered on 9/29/23.

  All of these items were sent out as a courtesy.

  Nothing else is pending for ***************

   

  Thank you,

• Initial Complaint

  Date:05/18/2022

  Type:Delivery 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 a cochlear implant. I purchased a battery pack, adapter and cable that is compatible with my cochlear device in Feburary. I was told the cable was on B.O. and would be available Feburary 28. I have since been giving 5 different dates and still don't have the cable I ordered. I am deaf and this cable is necessary to be able to use the 500 dollars worth of equipment I have already purchased from Advanced Bionics. Since they seem unmoved by my inquiries I thought maybe BBB involvement might make them move more quickly towards a resolution.

  Business Response

  Date: 06/15/2022

  Business Response /* (1000, 8, 2022/06/09) */ Good Afternoon, I apologize for the delayed response as I have no record of receiving the first notice of this complaint. I also apologize for the time it has taken to get you one of the items you ordered back in February. Due to the pandemic we had extreme supply chain issue and it has caused us to delay many shipments. We're currently working through the backlog of backorder and shipping out any item we have in stock. I do show that back in May of 2022 we sent you out the same cable, but in Brown (instead of Black) as courtesy while you waiting for the Black cable to become available. Unfortunately I was just made aware that we're no longer able to get any more of these cables from our supplier, so we will be unable to fulfill this item of your order. I truly apologize for this, but since the Black cable did not ship you were not charge for that item. You can keep the Brown cable we sent free of charge. Please feel free to reach out to me if you have any further questions. ****** *** Supervisor Customer Service Consumer Response /* (2000, 10, 2022/06/13) */ Advanced Bionics has finally delivered the cable that completes the power system for my cochlear implant. Thank you for your assistance in this matter.