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:05/02/2025

  Type:Sales and Advertising 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 am a 69-year-old woman who is in distress. I purchased hearing aids from ****** through my audiologist in October of 2024. I have been back and forth every two weeks to adjust these Aids. They do not work properly. The sound is distorted and causing me to isolate. I don't watch TV because the sound is not clear. The music in my car is distorted, too. I do many speaking engagements that have had to be cancelled because of these aids not working correctly. This severely affects my quality of life, causing me to file this complaint. My audiologist even had a person claiming to be from Phonax sit in on adjusting the aids. I paid $5100.00 for these aids, and I am so disappointed in this purchase. I feel I am not being heard by anyone regarding this problem. It has been too long for a resolution. Please, please, please resolve this matter.

  

  Business Response

  Date: 05/05/2025

  Good afternoon and thank you for reaching out.

  We are very sorry for the inconvenience you have been experiencing with your hearing aids. 

  Phonak only sells hearing aids to hearing care providers,like your audiologist, who have Phonak accounts. Because you purchased your hearing aids through your audiologist, any type of refund you are requesting must be done with that office where the transaction happened.   

  Your audiologist is welcome to reach out to the audiology technical support team the next time you are in the office who can recommend and assist different adjustments for you to hear and understand speech better. 

  Again, we are so very sorry for your frustration. 

  Sonova Consumer Support  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23279241
  
  I am rejecting this response because:

  I am not seeking a refund, I am seeking aids that work. The Audiologist did reach out to the technical team but the aids have a distorted statically sound. It's not the clarity it's the overall sound quality. It sounds like a blown out speaker. I have OTC aids that work better than these. I am requesting a certified technician take a look at them.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/07/2025

  Good morning and thank you for the clarification.  I apologize for misunderstanding regarding a refund. 

  In order for your hearing aids to be properly assessed, please see your provider who can send them in, and our production team will be able to diagnose and repair or replace as necessary.  You can check with your audiologist who can verify the warranty on your hearing aids. If they are only a year old, I would think they are still covered but cannot confirm this.  Your audiologist can reach out to our customer service department with further warranty questions.  

  I think this is the best route to address your concerns on the performance of your hearing aids.  

  Best of luck 

  Phonak Consumer Support

  Customer Answer

  Date: 05/08/2025

   
  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:03/03/2025

  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.

  Hello!I was in pursuit of finding earbuds and found out about Sennheiser from a YouTuber, who did a review of the item I purchased. On 12-08-24, I purchased momentum true wireless earbuds from ********** using my debit card with ****************. The order number is SCHUSA19690. I received the item on 12-11-24. Shortly after receiving it, I initiated a return and was emailed a return label from the company on 12-15-24. The company gives you 90 days to return the item. I mailed out the item by ***** on 01-04-25. This is the tracking number with *****: ************. Sennheiser received the item on 01-09-25. I reached out to the company and have not gotten any resolution. On 01-24-25 I got an email with the following case number: C250124-0460. It is almost 2 months since they have received their item and I have not been issued a refund. I paid $213.95 and have not gotten any of it back. I can provide proof of the information I shared at your request. Please help me get my money back. I thank you for your time and ************,****** ****-******

  

  Business Response

  Date: 03/12/2025

  Dear BBB Representative,

  
  Thank you for reaching out regarding the complaint filed by Ms. ****** ************ We appreciate the opportunity to address this matter.

  
  Upon reviewing our records, we found that the returned item in question was not received at our warehouse. While the carrier tracking showed the item as delivered, the signature on file did not match anyone at our facility. Given the increase in fraudulent return claims, we initially hesitated to issue a refund and proceeded with an investigation through the carrier.

  
  However, in the interest of customer satisfaction and as a gesture of goodwill, we have decided to issue a full refund of $213.95 to Ms. ************ This refund was processed today, and depending on her credit card company, it should reflect in her account within 2-5 business days.
  We appreciate the BBBs role in facilitating open communication and consumer resolution. If there are any further questions or concerns, please feel free to reach out.

  
  Best regards,

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

  Head of ***************** ********

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair 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.

  Dear Sennheiser Customer Service,I am writing to formally express my disappointment regarding the quality and durability of the ******* HD20 headphones, which I purchased for $549.00. As someone with over 30 years of experience using high-end headphones in professional recording environments, I have never encountered such a failure in a headphone ****.After only a couple of months of use, I unplugged the **** and noticed that the tip had broken apart where the plastic separates the metal components. I have attached a photo for your review. Not only did the **** ****** but the detached piece became lodged inside my expensive hardware, forcing me to disassemble my equipment to remove it. This is unacceptable for a product of this caliber and price point.I own one of the largest and most reputable recording studios in the *******. With over 30 pairs of high-end headphones in my collection, I have never seen a **** fail in this manner. The materials used in this connector appear subpar, and I am surprised that such a critical component would be made with what seems to be cheap plastic instead of a more durable alternative.After reaching out to your customer support, I was told that I would need to cover the shipping to return the defective part. Given that shipping costs exceeds the value of the part itself, this is an unreasonable expectation, especially from a company that prides itself on premium-quality audio products. Many companies I work with in the audio industry would simply send a replacement part, acknowledging that defects can occur and valuing their customers continued business.I kindly request that **********/******* send a replacement ****. This experience has made me question my future purchases of ********** and ******* products, and I would prefer to remain a loyal customer and advocate for your ******* appreciate your prompt attention to this matter and look forward to a resolution. Please let me know how you plan to address this issue.

  

  Business Response

  Date: 02/19/2025

  Hello BBB,

  This product is not part of our product offering.  The ******* HD20 is offered by Sennheiser.  You can reach out to ***** ****** at Sennheiser for assistance.  Her email is ****************************************************

  If you have any questions, please let me know.

  Best Regards,

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

   

   

   

  Customer Answer

  Date: 02/20/2025

   
  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.
  

  I picked Sennheiser in *********** from the list. I dont know why the BBB agent decided to make the complaint against this company and transferred me to *******. I have never even heard of this company. I even emailed the agent and asked them why they were transferring me to ******* and that the company was in ***********. This is not okay. I have attached pictures to the email to show that the agent transferred me anyways even though I told her that this wasnt the company that I had picked from the list. I have never seen anything like this before. Now I feel bad for whichever company this is. Again, this is not okay.

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

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair 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.

  Purchased two hearing aids from dealer in May 2024 w/ a 2 year warranty. Within one month, wire connecting one hearing aid transmitter & ear mold receiver separated. Dealer returned to Phonak & issue fixed. Now, my complaint concerns Phonak warranty on both hearing aids. Around late November 2024 sound on right hearing aid became muffled even though fully charged. Took to dealer on 12/17 & dealer diagnosed problem as the ear mold receiver obstructed. I was told it was not included in warranty covering hearing aid main hearing aid unit, and charged $200 to return to Phonak to replace. Ear mold supposedly had a 3 month warranty only (expired 7/24). How can this hearing aid operate w/out an earmold to receive the sound from the hearing aid transmitter??? They are one complete unit and 2 year warranty should cover both. Pho AK owes me $200.  

  

  Business Response

  Date: 12/19/2024

  We are so sorry to hear of your concerns with our hearing aids, that is certainly not the experience we want you to have. You mention your "dealer" - this is actually an Audiologist or Hearing Instrument Specialist, and is your hearing healthcare provider. They are not employed by Phonak. Just like any healthcare provider, they make a recommendation on the best medical device to fit your needs, and provide your hearing health support. Please be aware, the warranty coverage and charges from your hearing care provider are not set by Phonak - they are directly with your provider, and cover not only replacement parts and repair services provided by us, but also in most cases the visit with your provider and their services. We did not charge you directly for these services or parts and are not able to reimburse you in any way for these charges.  We as the manufacturer have a relationship directly with your provider and we encourage you to ask them to reach out to us to discuss options to help address your concerns.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22702617
  
  I am rejecting this response because:

  The issue now is the dealer and Phonak defining and giving different and separate warranties for the same Phonak hearing aid problem. Phonak never answers my question why one part of hearing aid covered in the their warranty and the other part not. They blame dealer instead.
  
  Sincerely,

  
  
  ***** E. ********

  

  Business Response

  Date: 12/20/2024

  Mr. ********,

  We apologize for any confusion - please understand, your warranty is part of the purchase agreement you made with your hearing care provider, they are the only party that can confirm the terms and conditions of the warranty provided to you as part of your puchase. Please reach out directly to your hearing care provider. If needed, please encourage your provider to reach out to us for support and we would be happy to work with them as needed to resolve any issues.

  Sincerely,

  Phonak Consumer Support

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22702617
  
  I am rejecting this response because:

  I purchased my Phonak hearing aids with the understanding that a Phonak 2-year warranty was included in the purchase price ($2,200). No mention was made of an additional dealer warranty being needed. It was all Phonak. I assumed the parts covered were both the transmitter (the hearing aid itself) and the receiver (the connected ear mold). I paid for both. You can't have a hearing aid w/ either one or the other missing. It's not rocket science. The Phonak warranty should also cover repairs to the ear mold components. Otherwise, the Phonak warranty is illegal. The dealer who is "fixing" the right earmold components mailed it to your Phonak facility for the repairs. She informed me the ear mold components warranty had expired July 2024 and I owed $200 before she could mail it to Phonak. Sirs, the problem here is a faulty, sham warranty from Phonak. It is illegal for any business in the **** to structure a product warranty the way you have in order to cover up shoddy components in the construction of the ear mold receiver. So you "shared" the warranty with the dealer to avoid Phonak responsibility for BOTH the receiver and the transmitter to repair both. The dealer gets my $200 while Phonak gets off the hook. We'll just see about that!
  
  Sincerely,
  
  ***** E. ********

  

  Business Response

  Date: 12/30/2024

  Dear Sir,

  I am sorry that this is not clear, however this is an issue you have to resolve directly with your hearing care provider. You warranty was part of your purchase agreement with that provider, it is not directly with Phonak. We have not denied any coverage to you. You hearing care provider is following the agreement he or she made with you at the time of purchase. 

  Please reach out to your provider to discuss your concerns directly. We will absolutely work with your hearing care provider in any way we can to resolve your complaint. It is not that we are denying you any warranty claim- it is that we are not the entity that provided you a warranty or charged you directly for any service. 

  Sincerely.

  ******

  Phonak Consumer Support.

  Customer Answer

  Date: 12/31/2024

   
  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,
  
  ***** E. ********

• Initial Complaint

  Date:10/03/2024

  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 politely ask for some one in your executive team at the ***************** / level for customer escalation issues to contact me at ************ and ask for *** **

  

  Business Response

  Date: 10/07/2024

  Mr. Draper,

  We are sorry to hear you are unhappy in some way with one of our products. Kindly provide some information on what device you have a complaint about, and what the issue is so that we may best assist you.

  Sincerely,

  Debbie

  Phonak Consumer Support
  

• Initial Complaint

  Date:09/03/2024

  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.

  I recently purchased ********** headphones and ear tips with the order number SCHUSA2052. Unfortunately, after receiving the items, I discovered the headphones were incompatible with my iPhone. I contacted customer service to initiate the return process, but I encountered difficulties.After several email exchanges with the customer service team, I was able to submit a return request. On June 26, I received an email from Sennheiser apologizing for the inconvenience. They provided instructions for returning the headphones using a prepaid label and dropping them off at a *********. They mentioned once they received and inspected the items, I would receive a refund notification, which would be reflected in my account within 2-7 business days.Despite waiting several days, I did not receive a return label, so I returned the items to the sender using the return address on the box. The company failed to issue a refund even after sending back the items with tracking number ********************** via **** on June 28, 2024. I filed a chargeback on July 27 since the company exceeded the quoted refund timeline of 7 business days. The bank promptly refunded me.Sennheiser disputed the chargeback despite **** confirming the delivery. Finally, on August 9, 2024, they provided a return label from ***** and instructed me to return the items. However, I had already returned them over a month earlier. The conflicting information, such as initially mentioning *** without providing a return label and later providing a ***** label a month and a half after the initial return request, has made this experience very frustrating and time-consuming.This issue has caused considerable inconvenience. The lengthy delay in resolving the problem led me to file a chargeback and complaint with the BBB. If this matter is not resolved by refunding, I am prepared to pursue legal action. I have included relevant documents to support my case and am hopeful for a prompt resolution.

  

  Business Response

  Date: 09/12/2024

  Dear BBB,
  

  I am writing in response to the complaint filed by ********* ****. We apologize for any inconvenience this situation may have caused, but there are several unique factors involved in this case.
  

  Firstly, although Ms. **** provided us with a tracking number for the item she claimed to have returned, we have no record of ever receiving it. The tracking information indicates that the item was delivered to ****************, **, but it does not specify the exact address where the item was returned. As we have no record of receiving the return, we advise Ms. **** to contact the carrier directly to file a claim for the lost return.
  

  Additionally, we received a chargeback from **************** which we disputed by providing evidence that the return was not received. Ms. **** did not follow our standard return process, which involves using a prepaid label to ensure the return address is accurate. Instead, she claims to have shipped the item directly back to us. Such practices are unusual and may sometimes be indicative of attempts to defraud e-commerce platforms.
  We have not yet received a response from Ms. *************** regarding the chargeback dispute. Until we receive confirmation from the bank that the dispute was resolved in our favor and obtain proof of delivery from Ms. **** that shows our full address, we are unable to issue any refunds at this time.
  

  Thank you for your attention to this matter. Please let us know if you require any further information.
  

   

  Best regards,
  ***** ***********
  Head of **************** ********
  ------------------------------------------------------
  Sonova ************************
  **********************************************
  
  **************
  **************************************************************************************
  **********************************

   

   

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22217888
  
  I am rejecting this response because:

  Your response does not address my issue; you are avoiding responsibility. Since a return label was not provided promptly and was issued about a month and a half after receiving conflicting instructions, I returned the item to the sender, and delivery has been confirmed. Your claim that I am committing fraud by returning the item via the **************************** is disconcerting as thats the official United States courier. I do not understand your accusation that I manipulated their system to show a delivery. Still, the item was indeed delivered to your address, verified by zip code and time, which is standard procedure for that courier. Should further complications arise, I will escalate this to small claims court, where my evidence will be assessed against yours. If the judgment is in my favor, you may also be responsible for court costs. It will be your burden of proof to subpoena the US Governments delivery procedures as you apparently think theyre inept. Your company's actions are unacceptable and deceiving, and with this rebuttal, I will share this experience to prevent future customers from purchasing from you. It would help if you advertised that no returns are accepted, as you make it nearly impossible to do so.
  

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

  

  Business Response

  Date: 09/24/2024

  Dear BBB,

  Even though we have not received the return back to our warehouse we are willing to issue the customer a full refund as a one-time courtesy, however the charge was disputed by the customer with their bank.  Since the item was not received in our returns department, we disputed the chargeback, and the case is still open.  I have attached the documents showing a decision has not yet been made regarding the final status of the chargeback.  If the ruling is in our favor, we will promptly process a full refund.  If the ruling is in favor of the customer, they will receive their funds back to their bank account and no refund is necessary.  Unfortunately, we cannot speed up this process and have no control on how long it will take the merchant processor and bank to come to a resolution.  They state (as shown in the attachment) that it can take up to 75 days.  This is not how long a standard refund would take to process, but since the customer chose to dispute the charge, we have to follow the process the bank and merchant processor has defined.

  Sincerely,

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

  Head of ***************** ********

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22217888
  
  I am rejecting this response because:

  Hello, thank you for your understanding. However, **************** says the dispute is closed, as seen from the screenshot from September 27, 2024. The status detail indicates that they informed me earlier that a credit had been applied to my account as "Credit for a disputed charge." The Merchant has now sent us documentation in support of the transaction, and we have sent a copy for your reference. As this documentation supports the transaction, the amount previously credited has been reapplied to your account. This adjustment can be found in an upcoming statement. They recharged my account, and their decision is final unless I reopen the dispute. Thats the reason I complained on this forum. Considering this and to put this matter behind us, please issue a refund, as you will not be charged twice. The money has already been credited to you. Once this issue is resolved, I will close the BBB complaint, and we will stop wasting time on this issue.
  

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

• Initial Complaint

  Date:08/26/2024

  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 Sennheiser momentum three earbuds from best buy less than a year ago. The warranty is with seenhieser. I contacted them. They told me to get a hold of seenhieser hearing i did and they recommended things to do to fix the problem. I let them know that all those things had already been tried, and i tried them again. I asked for an address where i can send them back replacement since theyre defective the right earbud will not charge. I provided them proof of purchase as required and where they were bought for how much and they have failed to give me an address. This is now taken a month because they have failed to do anything from the first day that I contacted them other than delay.

  

  Business Response

  Date: 08/27/2024

  Dear BBB,

  We apologize for any inconvenience experienced by ************ and have attempted to resolve his issue.  Our records indicate that we first heard from ************ on August 20th.  On August 22nd: he was given troubleshooting instructions.  On August 22nd, ************ informed us that this did not resolve his issue.  On August 26th we emailed ************ instructions on how to set up an *** warranty request so he can send his product back to us and have it repaired or replaced.  Today after receiving the inquiry from your office, we reached out to ************ via phone.  We completed the *** form for him over the phone and the instructions and sending his product back was emailed to him.  If ************ follows the instructions and sends his product back, we will honor the warranty claim and make sure he received a replacement.  **************** is very important to us, should you have any questions please do not hesitate to contact me directly. 

  Best Regards,

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

  Head of ***************** ********

• Initial Complaint

  Date:05/21/2024

  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.

  ALL BUYERS BEWARE: THIS COMPANY IS THE WORST!!! NO CUSTOMER SERVICE, NO LOGIC. WHEN YOU CALL, THEY HANG UP!Order# SEGE57680 On February 29, 2024, I purchased the ** 820 for $1,741.95 USD and received it on March 4th. I decided to return it and used their return process. On March 5th, I returned the product with their label and forgot about it, assuming a refund would follow.On April 6th, I realized I hadn't received a refund and contacted them with case C240406-0210. NO RESPONSE. Followed up on April 11th. They confirmed the item was returned but not moving with ***** and advised me to wait as they filed a claim with *****. No response until I emailed them again on April 28th.On April 29th, they again provided baseless information and directed ME to contact *****, contradicting their previous statement.Emailed them on May 6thNO RESPONSE. Emailed again on May 8th, and finally, they responded:Our Logistics team filed a claim for you. ***** has 90 days to reply. After that, I called and spoke with a representative who was extremely rude and unhelpful. I requested to speak with a supervisor, but she placed me on hold and then said all management is overseas. When I started to argue, she hung up on me.This is ridiculous behavior!!!***** is not disclosing any information to me since I am not the account holder who created the label. They are insisting that I need to wait until the claim is resolved, which is 90 days from April 11th.They plan to hold my money for 5 months since I purchased the product, without any customer support or logical sense.Apparently, ***** lost the package, but they are trying to find an excuse not to process a refund and constantly making me deal with this issue.This is definitely not the customer support or behavior you expect from such a big company.I was planning to purchase their soundbar, but after this issue, NO WAYI will stay away and recommend all future customers do the same!!!!

  

  Business Response

  Date: 06/06/2024

  Dear BBB,

   

  We sincerely apologize for the experience Mr. ******* had when trying to return his product.  Unfortunately, there was an issue with the carrier and return was never received by our company.  We had to reach out to ***** to research and this took additional time.  ***** is still trying to locate his package, but as a courtesy to Mr. ******* we have refunded him in full even without receiving the product. The refund was issued on May 28, 2024 and a notification was sent to Mr. Makarov on May 28, 2024 as well. 

   

  Best Regards,
  
  *********************************
  Head of **************** Americas
  ------------------------------------------------------
  Sonova Consumer Hearing USA LLC
  **********************************************
  
  **************
  ************************************************************
  **********************************

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair 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 an ******************* the center channel has a defect that makes dialogue sound muffled when Ambeo mode is turned on (I have already had to replace one for the same exact issue). It also has a red led light on through the grill that indicates a known center channel issue. This has been a known issue for years. I can't get anyone to respond to my emails. I see no phone number on their website to call under customer support. This is unacceptable in any case, but especially for a $2500 "premium" soundbar.

  

  Business Response

  Date: 04/01/2024

  Dear BBB,

  I write in response to the complaint filed by consumer *********************.  We apologize for the inconvenience caused this has caused with **********.  Our technical support specialist has been in contact with **********.  We are currently in the process of shipping ********** a box for transport of his defective unit and have arranged for a shipment of new Ambeo Soundbar for replacement.

  If you have any questions, please do not hesitate to contact me directly.

  Best Regards,
  
  *********************************
  Head of **************** ********
  ------------------------------------------------------
  Sonova Consumer Hearing *** LLC
  *************************************************************************
  
  **************
  ************************************************************
  **********************************
  

   

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21477029
  
  I am rejecting this response because: This is partially true. They did not send me a new soundbar. I have to send the broken one in and they are going to see if they can repair it. I will be without a soundbar for however long this takes, assuming they can fix it. If they sent me a new soundbar I would have accepted the response and retracted my complaint. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/17/2024

  Dear BBB,

  I apologize if there was any miscommunication regarding ************** soundbar, but I can assure you that his soundbar has been replaced and not repaired.  Our records indication that we shipped the replacement soundbar to ********** via tracking number 718386687827.  This was delivered to ********** on Saturday, April 13, 2024.  If ********** did not receive this, please have him contact us immediately.

  Sincerely,

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

   

  Customer Answer

  Date: 04/17/2024

   
  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:03/13/2024

  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 have had multiple problems with the hearing aides and I have not been able to use them for most of 2023. I keep trying to find a servicing place but, they will not work on these.

  

  Business Response

  Date: 03/14/2024

  Good afternoon and thank you for reaching out.  We apologize for your experience with your hearing aids. Do you happen to know the make and model of your aids?  

  Your best option is indeed to find a provider in your area who can troubleshoot your hearing aids and send them in for service if needed.  Could you please respond to this email with your zip code so I can find a provider in your area?  Or you can go to phonak.com and find a provider in your area if that is easier.  

  Thank you

  Sonova Consumer Support

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21427573
  
  I am rejecting this response because:I am rejecting this response because: I have had these repaired a few times only to go bad in a short period of time.
  The worst part is the ear plugs are hard to maintain.
  The Bluetooth is good but difficult to switch over by touching the earpiece.
  Please let me switch to something less problematic.
  I can send you these back to you.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/15/2024

  Hello and thank you for responding. 

  Again, we apologize for this inconvenience and want to make sure you have the appropriate resources to help you with your hearing instruments. 
  

  May I ask if you purchased these hearing instruments from your hearing care provider? If you can confirm where you purchased the aids from, I would be happy to reach out to them on your behalf to make sure they are aware of your issues.  In regards to returning hearing aids, that is between you and your hearing care provider because all financial transactions happen between you and your provider. 
  

  We very much want your experience with Sonova products to be positive.  Please confirm from where you purchased your aids and I would be happy to reach out to them so they can properly follow up with you. 

  With Kind Regards

  Sonova Consumer Support

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21427573
  
  I am rejecting this response because:

  I purchased them from this location.

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