Complaints

This profile includes complaints for Ultra Hearing Aid LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Ultra Hearing Aid LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ultra Hearing Aid LLC

  Fort Myers, FL 33967

• 

  Ultra Hearing Aid LLC

  19451 S Tamiami Trl Ste 12 PMB 1015 Fort Myers, FL 33908-4815

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:

  UnresolvedMore 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.

  On 11/03/2024 I ordered online Ultra Pro Hearing Aids from Ultra Hearing Aids (UHA). I made that decision based on the information and reviews I saw on the company's website. I sought a reputable company with a reputable product. Ultra Hearing Aids offered a 45-day money back guarantee, free shipping and a lifetime warranty. It also wrote that it was America's #1 Hearing ***********. I sought a reputable company. I had not used the Better Business Bureau re. UHA; in hindsight, I wish I had.I received my hearing aids on 11/09/2024. Upon assembling the hearing aids I noticed the incorrect charge cord was enclosed. I immediately called customer service to report the issue, however customer service was not open. On Monday, 11/11/2024 I emailed customer service, I tried several ways to contact UHA -- phone, emails, chats with little success. Finally *** emailed asking for photos of the incorrect charge cord. I sent two photos. No success. Frustrated with ***'s lack of effective customer service, on 12/08/2024 I contacted *** seeking a refund. I returned the Ultra Pro Hearing aids on 12/10/24 and followed up with a copy of the *** return slip. I received an email on 01/06/25 saying *** had successfully received my request (*****) and their support team was currently reviewing it. It said, "We aim to respond to all inquiries within ***** hours". I received at least four additional emails saying similar messages. I contacted them again on 1/28/2025. On Jan. 30, 2025 I received an email apologizing for any inconvenience this may have caused me, "Once the finance department approved the refund and submits it, they will contact you to confirm that the refund has been issued. We strive to ensure that our customers are satisfied with our products and services". I have sent emails/letters on Feb. 13th, on April 18th, and again on April 22nd seeking my refund or an explanation re the delay. To date, I am still waiting. I welcome your assistance.

  Business Response

  Date: 04/23/2025

  Hi ******,
  
  Thank you for taking the time to share your experience. Were sorry to hear that your order did not meet expectations, and we understand how frustrating it must have been to deal with the initial issue and the difficulty in reaching a timely resolution.
  
  Please know that we take your concerns seriously. We aim to provide quality service and a smooth return process, and we regret any inconvenience caused along the way. Wed like to take a closer look into the situation to ensure its handled properly and fairly.
  
  We appreciate your patience and are committed to finding a resolution that reflects the level of service we strive to provide.
  
  Sincerely,
  Ultra Hearing Aids Support Team

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23239133
  
  I appreciate your empathy and I am rejecting this response because: I have received at least three similar messages and it does not have a date for resolution. This case has lingered since January, 2025. I'd like to concretely know when my case will be resolved as I am a retired widow with obligations.   
  
  Sincerely,
  
  ****** J. *****-******

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 ordered a hearing aid in February 2025 for my wife, who has dementia. I ordered it from Ultra Hearing AIDS, LLC. Their ad stated that I had 45 days to try it and if it would not work, to return it for a refund. After the hearing aid came, I tried to get her to use it. She would not leave it in her ear. I returned it on February 21, 2025 to Ultra Hearing Aid, LLC. and requested a refund. I have been trying since then to get my refund. Today (April 18, 2025) UlraHearing AidsLLC told me Icould not get a refund. Their ad stated they would give me a refund if the hearing aid would not work for the patient.

  Business Response

  Date: 04/23/2025

  Hi *****,
  
  Thank you for sharing your feedback, and we're sorry to hear about the challenges you've faced with the hearing aid. We understand how important it is to find the right product, and we sincerely regret that the hearing aid didn't work as intended for your wife.
  
  We are reviewing your case and will make sure to look into it further. If you haven't yet received a resolution, please dont hesitate to reach out again we are committed to assisting you with this matter.
  
  Sincerely,
  Ultra Hearing Aids Support Team

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23223741
  
  I am rejecting this response because:
  Ultra ***************** stated in their advertising that when ordering, I would have a 45 day, risk free trial period in which I could get a refund if the hearing aid did not work out. I sent the hearing aid back to them within the trial period. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/17/2025

  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.

  Extremely Disappointing Experience Buyer Beware My experience with Ultra Hearing Aids has been incredibly frustrating and disappointing. I ordered these for my mom, and from the moment they arrived, things went downhill. She tried them immediately but couldnt adjust to them, and we decided to return them within the advertised 45-day money-back guarantee ********* took a full month just to get the return form needed to send the hearing aids back. Once they were received by the company, I followed up 13 times over the course of 4 months and still have not received a refund. Ive called multiple times, waited on hold for up to 1 hour and ************************************** told vague ************ make matters worse, they offered me store credit instead of a refund, which is not what their money-back guarantee promises. We didnt want a replacement or a creditmy mom simply wants her money back.This entire process is incredibly difficult to navigate, especially for elderly customers. I can see many just giving up out of frustration, which seems unfair and exploitative.Bottom line: My mom is out her money, and they have the product. I would not recommend Ultra Hearing Aids to anyone.

  Business Response

  Date: 04/17/2025

  Greetings ******,
  
  We sincerely apologize for the frustration and inconvenience you've experienced throughout this process. We completely understand how important it is to receive the expected level of service, especially when it comes to returns and refunds, and we regret that we have not met your expectations.
  
  We are actively reviewing your case and will ensure it receives prompt attention to provide a resolution. Our goal is to assist you and your mom in the most efficient way possible.
  
  If you have not yet received a response, please reach out again, and we will prioritize your request to ensure it is handled with the urgency it deserves.
  
  Thank you for your patience, and we are committed to improving your experience.
  
  Best regards,
  Ultra Hearing Aids 

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 ordered the ultra Hearing aids on 2/17/25, & tried them for almost 4 weeks ,but they just didn't help my Hearing much & there was a lot of feedback so I returned them on 3/11/25 with the **** TRACKING SLIP paid the Shipping charges and emailed the tracking slip to them just as they requested..it's been 5 weeks since I returned them and still haven't received a refund. I've tried calling several times,but no one ever answered. I've also emailed them numerous times,but no one ever says it's on its way or gives a reason for the delay. I get the same automated response every time. Very bad customer service. I Don't think they're ever going to give me a refund.

  Business Response

  Date: 04/17/2025

  Greetings ******,
  
  We apologize for the inconvenience and the delay you've experienced. We understand how frustrating it can be to wait for a resolution, and we truly regret any lack of communication along the way.
  
  Our team is reviewing your case to ensure its handled appropriately. We appreciate your patience and assure you that were working to provide the proper follow-up.
  
  If you havent received a final update yet, please reach out to us again so we can assist you further and move things forward.
  
  Best regards,
  Ultra Hearing Aids 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23215329
  
  I am rejecting this response because: they didn't say that my refund was on its way. I won't except anything but a promp full refund . A check or money order or refund to my bank. I used my debit card through my bank. It was $139.45

  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 hearing aid 1/18/25 returned 2/10/25 they received it 2/13/25 within the 45 day risk. Almost 2 months later and emails no refund of $254.95. I would like my refund.

  Business Response

  Date: 04/17/2025

  Greetings,
  
  We sincerely apologize for the delay and any frustration this has caused. We understand how important timely processing of refunds is and regret any inconvenience you've experienced.
  
  Our team is currently reviewing your case and will prioritize your request to ensure a proper resolution. Please be assured that we are doing everything we can to expedite this process.
  
  We greatly appreciate your patience and understanding. If you have any further questions or need assistance, please feel free to reach out again.
  
  Best regards,
  Ultra Hearing Aids

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23199368
  
  I am rejecting this response because: their response letter to you is the same letter  I have been getting from ultra hearing aids for two months.  They are a dishonest company.  They are unable to reach by phone they  answer then leave you on robot music they plays until you give up.  Im sure Ill never get a refund!.  Thank you for trying. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 a set of Ultra hearing aids pro ( $254.06 ) on 12/14/24. Order # ******. They arrived 12/21/25. Unfortunately, they did not fit due to my ear anatomy. I will need custom made ones. I called multiple times and ask how to return them. They said they would contact * Mark * and he would send the info to me. That took several more calls before I received the information. ( I think they were trying to run time out so they could refuse my refund ) I shipped them back ,insured, Also, they had never been worn. They acknowledged that the package was received but needed to get permission to refund. Since then I have made multiple phone calls that no one answers, sent multiple emails, sent emails on their web page. The last email I sent I stated that I was going to file my complaint with the BBB and if that did not work, file charges with the **'s office of fraud against the elderly and theft as they have the hearing aids and my money. . They sent the standard email that they get back to me within 48 hours. That was 4 days ago.

  Business Response

  Date: 04/17/2025

  Greetings,
  
  We sincerely apologize for the inconvenience and frustration you've experienced. We understand the importance of clear communication and timely resolution, especially regarding returns and refunds.
  
  Our team has been reviewing your case, and we regret any delays or lack of response that have contributed to your dissatisfaction. We are currently addressing the situation and working to ensure that your refund is processed.
  
  We appreciate your patience, and we are committed to resolving this matter as quickly as possible. If you have any further questions or concerns, please dont hesitate to contact us again.
  
  Best regards,
  Ultra Hearing Aids 

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23199162
  
  I am rejecting this response because:They have promised multiple times that they are working on it. All they have ever given are empty promises. They have had several weeks to refund  my money because several weeks ago they said the refund was approved , but still have not refunded my money. They dont say they are refunding the whole amount of $254.96 . It would be the same old stuff- promises , emails stating it would take 24 to 48 hours and then nothing. I want notification that they refunded my $254.96 back into my account. They  cant be trusted.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 tried calling and emailing this company for a week, I only got one response, why do you want to return the hearing aids ? The company web site says, " No questions asked return policy " After one week of no reply, I sent the aids back with the post office signature guarantee. I have all my emails with them, and their response

  Business Response

  Date: 04/17/2025

  Greetings *******,
  
  We sincerely apologize for the delay and any frustration you experienced while trying to get in touch with us. We understand how important clear communication and timely responses are, especially regarding returns.
  
  We reviewed your case and we kindly ask that you reach out to our customer support team directly to ensure we can assist you efficiently with the next steps in processing your return.
  
  We strive to provide a hassle-free return process, as stated in our policy, and we regret any miscommunication that may have occurred. We are actively working to resolve this matter for you and appreciate your patience.
  
  If you have not received an update yet, please feel free to contact us again so we can expedite the process.
  
  Best regards,
  Ultra Hearing Aids

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23197429
  
  I am rejecting this response because:
  I contacted the company last Friday and have got back some emails, but they say the same thing. They say , there waiting on the fiance department. I heard that months ago. Waiting for a refund should not take two months. 
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:04/15/2025

  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.

  I bought a pair of hearing aids and they did not work for me. I returned them under their return policy and I have the tracking receipt where they were received back well within the 45 days and 100 money back guarantee. They did say they received them but after about 20 ****** emails now they tell me I can get a store credit. That is not what it says on their web site. I also paid an extra ***** for the warranty and they will not give me my money back and now I have nothing. My order #s are ****** & ****** that is the hearing aids and the warranty

  Business Response

  Date: 04/17/2025

  Greetings *******,
  
  We sincerely apologize for the frustration you've experienced with the return process. We understand how important it is to resolve such matters quickly and efficiently.
  
  Our team is currently reviewing your case and will prioritize your request to ensure a proper resolution. We are committed to upholding our return policy and ensuring that all customer concerns are addressed with the utmost care.
  
  We appreciate your patience and understanding. If you have any further questions, please don't hesitate to reach out.
  
  Best regards,
  Ultra Hearing Aids 

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 ordered the hearing aid from ultra on January 9th 2025 and the money was taken out of my account on January *********. The hearing aid was huge so I returned it on February 18th 2025 via the ******** post office my tracking number 95 0 0 1 1 1 0 1 7 5 6 5 0 4 9 9 0 9 1 0 9. They said I had 45 days to return it I confirmed that they received it on February 21st 2025. They sent me a text stating they needed to inspect it and then send it to the finance department. I have been going back and forth with them via text messages and they keep saying the same thing that it's still in the finance department and it's still in the finance department. They keep sending me the same text stating that they have followed up with the finance department regarding my case and would let me know as soon as they receive an update. We are now in April and they just keep telling me the same thing I paid $254.95 and I just want my money back

  Business Response

  Date: 04/17/2025

  Greetings *****,
  
  We sincerely apologize for the delay and any frustration this has caused. We understand how important it is to receive your refund in a timely manner, and we are committed to resolving your concern.
  
  Weve reviewed your case, and we want to assure you that this will be resolved. However, there seems to have been a delay in the final steps due to the involvement of the finance department. We are currently following up with them to ensure your refund is issued as soon as possible.
  
  We appreciate your patience as we work to resolve this issue. If you haven't received an update yet, please reach out to us again, and we'll make sure to prioritize your case.
  
  Best regards,
  Ultra Hearing Aids 

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23187571
  
  I am rejecting this response because:
  It's been 2 months, but they said it would take between 24 to 48 hours. I don't understand what the delay is! This hearing aid was never worn because it was so big. I want to know what the issue is with the financial department!
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 hearing aids from this company on February 15. I have sent countless emails requesting return instructions because the hearing aids didnt work for my Mom and they had a 45 day return policy. I filled out their required form and they will just respond to my email that it has been sent to finance for review. This has went on for weeks

  Business Response

  Date: 04/09/2025

  Were truly sorry for the delay and understand how frustrating this must be. Your satisfaction is very important to us, and we are currently reviewing your request to resolve the matter as quickly as possible.
  
  Please dont hesitate to reach out again we will make your case a top priority. We appreciate your understanding and the chance to assist you further.
  Best regards,
  
  Ultra Hearing Aids Support Team

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23168080
  
  I am rejecting this response because: I have sent 8-10 emails on this and they always say the same thing - it has been sent to finance for review. They had a 45 day return policy - what is there to review. I just need return instructions and a refund. 
  
  Sincerely,
  
  ******* ********