ComplaintsforConnect Hearing, Inc.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was offered a $25.00 gift card for making and completing an appointment at Hearing Health Connection *********************************************************************************************** I completed the appointment on November 13, 2023. They told me that I had failed the test because I had identified the word Then as Them or vice versa. They wanted to sell me hearing aids for between $2,000 and $5,000 depending upon how much help I needed. I declined. When I left, I requested the gift card. They told me they would mail it to me. I did not receive it and called them on 12/5/23 and they said it was too soon and would take several more weeks. I called again on 1/29/2024 and they said it was emailed. I said I didn't receive any email. They said to check spam. It seems to be false advertising to persuade vulnerable seniors into coming in and sell them something they don't need. I spent my time and want the gift card.

  

  Business response

  04/12/2024

  We have corrected our records, reached out to apologize to ******************** and ask her about arrangements for her to pick up the gift card.

   

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about July 28, 2023 I agreed to try for 45 days and if acceptable purchase left and right ear phonak audio hearing aids. They got ahead of the program and submitted a revolving care credit toSYNCB who continued to bill and harass. It was my intent to pay in full which I finally did. Based on the premise that I would receive appointment attention at the Ballaire location 5 minutes from my home because I'm handicapped and do not drive. The original audiologist left. On August 7, 2023 @ 1:00 PM I went for an adjustment appointment that seemed to work reasonable well. Once again on August 27, 2023 @10:30AM @ ********* hearing aid were adjusted. Once again on Sept 18, 2023. Once again at Bellaire location on Oct 2 2023 @ 10:30 AM. On February 5, 2023 @ ********* with *****/***** advised they did not have the records from the Bellaire location to see what she had done. Connect Hearing has since closed the Bellaire facility except on Tuesday and Fridays requiring me to drive to *********. They have commited to having ***** at Bellairee full time in April however, that appears questionable. Calls to discuss have resulted in an answering service advising someone would return my call, however, that never occurs. I have written a letter to management via ***** requesting a refund of 50% on one hearing aid to reimburse me for additional travel and care taker expenses to the ********* location. I'll be happy to return both hearing aids and do business with a company near my residence That was 7 -10 days ago and I have yet to hear from anyone. It appears I may have to force the issue by hiring an attorney or go to small claims court.

  

  Business response

  04/03/2024

  The patient was explained the details of the 45-day money-back trial prior to purchase and later reviewed the signed purchase agreement and CareCredit payments.  Regarding the clinics hours in ********, unfortunately we are unable to guarantee hours and had to reduce our days we are open as we deal with our staffing shortage. We do have remote telehealth services and have tried to contact the patient to coordinate its setup.  In our interactions with the patient, staff experienced repeated denigrations as they tried to problem solve.  We are happy to continue to serve the patient and while we cannot offer a reimbursement or refund at this time, we will look for ways to schedule appointments on days our Bellaire location is open or look for alternatives (video conferencing and remote connections to hearing aids), we only ask that future interactions remain courteous.  Kind Regards

  Customer response

  04/03/2024

   
  Complaint: 21439404
  
  I am rejecting this response because:  The 45 days trial has nothing to do with this complaint. However, The problems were very much the same relative to service.  I finally gave up trying and paid for them. 

  I have never, to my knowledge, been discoureous to anyone at Connect Hearing.  I've only been to the ********* location on one or two occasions since purchasing the hearing aids to work with *****.  ***** was very congenial, polite and knowledgeable. She advised me that the hearing aids needed to be adjusted based on the data on the Belaire equipment and she only works there on Tuesday and Fridays.  Being handicapped and requiring a driver it is expensive and time consuming to drive to the ********* location when Belaire very convenient and is only 5 minutes from my home. It''s interesting the business won't provide a discount to accomodate service under my handicapped condition when I was assured I would be serviced at the Belaire location.

  I brought this up with ***** and she advised me that it appeared she would be working full time at the Belaire  location in April and she is but only on Tuesday and Fridays.  

  I have had problems with Connect Hearing in the past and finally quit them and bought from Cosco.  However,  I decided to try them once again based on the quality of the hearing aid and  commitment of service at the Bellaire  location.  However, once again Connect Hearing has a problem with quality service and providing for their customers. 
  
  Sincerely,
  
  *****************************

  

  Business response

  04/03/2024

  Unfortunately, we are unable to provide a refund/reimbursement for travel expenses.  Our Bellaire location remains open and the patient is welcome to schedule at this or any of the other nearby locations.  We offer telehealth services that can be set up through a smart phone allowing the patient to speak with staff via video phone calls and remote adjustments to the hearing aids.  Travel expenses  to/from our clinics is not an expense covered under the terms of any transaction.

• Initial Complaint

  03/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The amount of money paid. We owed ******* copay, and they would not let us leave without paying the additional $520 which I paid a separate charge for because I knew it was not correct. Verified amounts with Aetna (our insurance carrier). This office could not explain anything about the costs, charges, etc and coud not/would not give us any contact names or numbers. Not to mention they were severely overcharging for the product since insurance was involved.

  

  Business response

  04/02/2024

  Our records indicate the patient returned their hearing devices on 3/6/24 and the clinic issued a full refund to the patient on 3/22/24 in the amount of $3120.  We apologize as our policy is to refund at the time of the return and we are investigating as to why this policy wasnt followed internally.

  Regarding the overcharging claim like all medical devices and services, we have contracted rates with each insurance company that we partner with, including Aetna. Again, we apologize for the unexpected delay in the refund and are working to correct that process to meet our high standards.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased new hearing aids at Connect Hearing in *****, ** in Dec 2020. I went back for cursory checking and light cleaning. Despite calling in advance about fees and being told there would be none for small things in the front office, at the end I was asked to pay a $35 visit charge. The audiologist came out and screamed at me that it didn't matter what I was told. She said she had a document about the fee, but the document she showed me did not say this. So I just left and never returned.I brought my business to Connect Hearing in ******. I asked carefully in advance about charges and spoke directly with the audiologist. This December I lost the two aids and had them replaced. I was told $600 deductible/fee, which I paid. I was also told that I could have the audiologist pair them with my phone for a $45 fee or do it myself at no charge. I decided to pay the fee, because I wanted it done right by a professional.At my appointment on 12/20/2023 to pick up the aids and have them paired, she took me back to her office. She was unable to pair them. She then told me I owed $45 for the pairing plus a $35 visit fee. I pointed out that she had told me there was just a $45 fee. She cut me off (spoke over me) and said, "Please don't argue about the fees. I have documentation that I told you about the visit fee. Please don't argue or you will not be welcome back." She was clearly agitated, and I was reluctant to escalate. It did not matter to her what she had told me (which she could easily have done), and she did not show me any documentation.I went ahead and paid the $80, as I was not sure what recourse I had on the spot (but not because of concern that I would "not be welcome back".) It later occurred to me she was retaliating against me for not capitulating to her friend in *****. I don't know if she intentionally did not complete the pairing or if she was really unable to perform this task.Problem is bait-and-switch, not fee amounts.

  

  Business response

  05/31/2024

  **************** had an original agreement that fees would accrue following a third visit within the first year.  This was explained to him and is well documented in his purchase agreement.  **************** left one location without payment of services.  We are asking that **************** now pay up front for any services and staff in the ************ area have been alerted.  Staff at several locations have called into question **************** behavior which has offended several staff members who were trying to offer assistance. We ask that **************** respect the purchase agreement, any/all fees described there and be respectful to our employees if he were to return for service.

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

  Sr. Manager, Web & SEO

  Customer response

  05/31/2024

   
  Complaint: 21315575
  
  I am rejecting this response because:

  The terms communicated with me up front were different from what I was asked to pay after services were rendered.

  In the first location, I simply left, because the agent refused to speak with me or provide the documents she claimed to have (as you are doing now).  Did the agent find this offensive?

  In the second location, I reviewed the terms carefully before each interaction.  The agent made no complaint and had no concerns.  In the final date of service, service was not even completed.  Then she again requested additional payment in conflict with the terms previously stated.  Again she claimed to have documentation, but did not show it.  She seemed very nervous, but specifically refused to resolve.  This time I paid, but felt that this was wholly unwarranted.  Thus this complaint.  She said if I discussed the matter with her, then I would "not be welcome back".  But why would I ever return to that location, after she pulled that stunt?  Which of us should be offended by this behavior?

  At the third location, I requested and received specific terms in writing.  However, the agent behaved honestly at that time and there was no conflict, change or disagreement (and no indication that the extra written terms were necessary).  I informed her that I would report the first two locations, and I asked if she wanted me to mention that she had been honest or leave her out.  She said she did not care about any of it, because it had nothing to do with her.  She also fixed the failed service from the second location, and I had no problem paying for this.  I returned several times for further service.  Again, she expressed no concerns with me, and I had no problems with her.  Where was the offense?

  From the last visit, there was an outstanding technical issues.  But when I tried tor return for completing service, I was advised that the corporate office (you) had prevailed on her to discontinue service.  This was clearly in retaliation for me reporting the deceptive practices of the first two locations to the BBB.  Which of us should be offended by this behavior?

  These are the facts of the matter.  They are true and complete, to the best of my knowledge.  The statement from the business is false, evasive and deceptive:

  1) "Fees . . . well documented".  The issue is not whether there are fees but the amounts for specific services and why they changed without notice.  You people have been claiming documentation for years.  Pony up.

  2) "**************** left one location without payment of services."  I stated this up front, clearly, and with the reasons.  Simply repeating, vaguely, without explanation is evasive and misleading, as you know.

  3) "called into question **************** behavior which has offended several staff members who were trying to offer assistance."  Not then; but after you recently told them to, sure.  These games do not in any way excuse your deceptive business practices.

  4) "We are asking that **************** now pay up front for any services and staff in the ************ area have been alerted."  No, you are not asking for this.  You have ordered staff, who have done business with me several times with no problems on either side, to refuse to complete services or provide further services.  They did not change the terms after service, and I paid promptly.  While this was normal business for me and for the location, this is clearly unsatisfactory and unacceptable for you and contrary to your way of doing business.

  Please do not suggest that I would ever use your company's services again, after you have demonstrated that no one in your organization (even if they are otherwise trustworthy in their own conduct) could possibly be trusted by an informed customer.  They clearly conduct deceptive practices under your direction.

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

  

  Business response

  06/03/2024

  To Whom It May ******************** style="font-size: 0.875rem;">Our reply was based on multiple accounts from our staff and their detailed notes which were consistent in their characterization of ******************** interactions and behavior. We stand by our decision and cannot offer a refund at this time.

  Customer response

  06/10/2024

   
  Complaint: 21315575
  
  I am rejecting this response because:

  You stated, "Our reply was based on multiple accounts from our staff and their detailed notes which were consistent in their characterization of ******************** interactions and behavior. We stand by our decision and cannot offer a refund at this time."
  
  There is a lot to unpack here.
  
  1) First, the complaint does not focus on a refund.  The purpose of the complaint is to ask that you "Acknowledge and cease deceptive business practices."  Specifically (as detailed in the complaint) I asked in advance about fees before each appointment and was told a specific amounts.  At the end of the appointment, I was asked to pay a higher amount.  When asked, your staff should specify the actual amount that you will ask the customer to pay.  It's that simple.
  
  Unsubstantiated assertions that documentation somewhere, somehow refutes this does not reduce the validity of this complaint.
  
  Secondarily, the service at the appointment in ****** was not even successful, so nothing should have been charged.  But this is a secondary issue, because I made it clear to the BBB weeks before your response that a refund alone would not be accepted.
  
  (The BBB complaint form focuses on an amount, but the text of the complaint makes clear the core issue and an additional message afterwards includes the statement quoted above.  Normally, one would give you the benefit of the doubt that the core complaint was unclear, but you have shown a tendency in these responses to just ignore clear facts that don't support your position.)
  
  2) These appointments occurred at multiple locations over several years.  At no time prior to my complaint was it suggested there was any offense or concern about my behavior.  No one "called into question [my] behavior" or suggested that I "offended several [or any] staff members".  You only raised this assertion as a vague insinuation, in response to my report of your deceptive business practices.
  
  Did you have staff create these "detailed notes" in the past month?  If so, then why did you provide no details?  Or are you considering whether to make them follow through with this?
  

  My complaint provides factual details of your staff's actions and statements.  In response, you make vague insinuations about mine, which neither specify what you are talking about nor appear to match any actual events.
  
  3) If a customer actually did behave in a manner that matched your insinuations, then (a) this would not excuse your deceptive business practices and (b) it would not be relevant in response to reporting your practices.
  
  4) Your previous response is either intentionally deceptive or reveals that you are not aware of your staff's actions.

  You claimed you wanted me to henceforth pay in advance.  But this was after you (or your staff) directed the third location, where there were no conflicts or complaints, to stop behaving with integrity and to terminate any services (leaving outstanding technical problems unaddressed).

  This direction came from above and was given only after I reported your other two locations' deceptive practices, so it is clearly in retaliation for reporting you.

  New and unsubstantiated claims of offense are also clearly retaliation for reporting you and not based on actual events.  Your statements also conflict with other communications that I received (with actual documentation).
  
  5) Who is really writing these conflicting and evasive responses?

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

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At 39 year old, my level of hearing loss was becoming evident to my family (I was still in denial). The new year was about to begin, so my husband encouraged me to have my ears checked by Connect Hearing, and sure enough, I had a rare form of hearing loss and needed hearing aids. The cost was around $10,000 for a pair of Phonak Audeo p70, with our insurance paying 70%, making out OOP expense $3,000. Two years later, I opted to get Phonak Lumity hearing aids, and in telling my story to the audiologist, she was SHOCKED at what she called highway robbery by Connect hearing! Shed been in the business long enough to retire soon, and informed me that the hearing aids Connect sold me retailed for about $3,000. With what I thought was a $10,000 price tag and insurance paying 70%, it sounded like a really good dealthat is, until I was told that both pair had a retail price of $3,00. In other words, with their ridiculous $7,000 markup, I was paying FULL PRICE, despite insurance.

  

  Business response

  02/14/2024

  Regarding the price quote As across the healthcare industry, each insurance company has negotiated rates based on a number of factors.  We try to work closely with insurance companies and patients that they fully understand the cost of hearing aids, insurance benefits and out-of-pocket expenses.  We invite this patient to contact the location that was providing for her to schedule that consultation and review and questions they may have regarding their insurance.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've purchased a pair of Phonak Virto B90-312 hearing aids along with ComPilot TVLink II and I paid ~ $5500. During the purchase I have been promised a lifetime of battery/filter replacements; an extended service warranty to 5 years, a loaner hearing aid in case of repair. Well, none of that was true. I repeatedly tried to contact that office because the ComPilot TVLink II has never worked producing only noise, and failed to connect to TV; I need to be retested because the devices were not performing to my expectations; the handle from one device fell off making it difficult to get the device in and out; they gave me a pack of defective batteries.Finally I've got an appointment just to learn that: ******* does not work with them anymore and this one does not have an "access to the equipment" to retest my hearing; suggested to set up another appointment when they will be fully staffed. Multiple calls and messages had brought nothing, in 2022 the office was closed. In the other office I was told that: the ComPilot TVLink II is not their responsibility; they are not aware about my contract extension, they do not know why the hearing aid produces the weird noise, if handles fell off you can live without handles. For the rest of the issues I need another appointment. Had an appointment and was told that most likely the device is producing noise because it is at its full capacity, suggested to use it at lower volume (which does not make any sense since I was not able to hear satisfactory with this device anyway). The other issues were not resolved either. Finally I have to pay $350 for repairs, and it took a few months to get it back (without a loaner). Since Dec 7 2023 I've tried to reach the corporate office ************** and ************** and Connect Hearing legal department (which is an option 4 and the "number is not in service").

  

  Business response

  02/14/2024

  Regarding the hearing aid and ** accessory purchase our regional director reached out to apologize for the misunderstanding around the service warranty and overall issues with the hearing solution.  The patient was offered a chance to retest and recalibrate their hearing aids.  And while the ** accessory is no longer manufactured, a Bluetooth transmitter was offered.  The patient declined both resolutions as they looked for hearing healthcare elsewhere.

   

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 20, 2023, I purchased a pair of high-end hearing aids from Connect Hearing in *******. Unfortunately, they malfunctioned frequently, especially in my office, where they produced constant buzzing and whistling sounds. After consulting with Connect Hearing for solutions, none of their suggestions resolved the issue. Given their 45-day return policy, I returned to the store to discuss options for a return or exchange. Initially, they agreed to exchange them for the model of my choice. However, a week later, they informed me that my preferred model was unavailable. My ************ were to keep the current pair or select a different model. This situation has left me feeling frustrated and disappointed. I prefer a full refund and for the claim to be withdrawn from my insurance, allowing me to seek a more reliable service elsewhere.

  

  Business response

  01/30/2024

  We have been in contact with the patient multiple times since purchase to troubleshoot their very specific issue.  We have exchanged models and felt we had a solution most recently seeing the patient on 1/17/24.  Our staff is now reaching out to the patient to continue to troubleshoot the issue at hand.  We are actively reaching out at the moment or the patient can call our clinic directly at **************.  Kind Regards

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED HEARING AIDS FROM CONNECT HEARING IN *********** ** IN LATE JULY 2023. I DIDNT LIKE THEM SO I RETURNED THEM IN AUGUST 2023. I RECEIVED THE AMOUNT I PAID AUGUST 8 2023. HOWEVER CONNECT HEARING FILED A CLAIM FOR THE BENEFIT FROM OUR INSURANCE COMPANY IN THE AMOUNT OF $3000 ON JULY 21 2023. WHICH WAS PAID TO THEM. WHEN I REALIZED THIS I WENT DIRECTLY TO THEM AND THEY SAID THEY WOULD TAKE CARE OF THE RETURN TO THEM. THIS IS NOW NOVEMBER 28TH 2023 AND NOTHING HAS BEEN DONE. OUR INSURANCE COMPANY HAS TRIED TO CONTACT THEM BUT TO NO AVAIL. IN THE MEANTIME WE BOUGHT HEARING AIDS FROM ****** AND WE CANNOT COLLECT OUR INSURANCE MONEY.

  

  Business response

  01/24/2024

  Our patient records indicate that the insurance company was refunded in the amount of $3000 on 1/18/24. We encourage the patient in question to verify receipt with their insurance company.  If they have any further questions or need documentation, please feel free to reach out to us. Thanks and kind regards.   

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  5/10/23 Some one charge $ ***** on my debit card without my permission to the hearing aid company .5/10/23 Some one charge $ ***** on my debit card without my permission to quality commercial lifestyle

  

  Business response

  07/12/2023

  We have checked our system and we have no record of ************************* or charging her the disputed amount. We also do not have a clinic located in the ****************.  We would need more information to investigate further - if the charge was under a different name or she visited one of our clinics in another state.  Kind Regards. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After accidentally tapping an ad for this company I decided to complete the survey to see the results. Every part of the survey indicated I am young, in excellent health, and have zero hearing issues. The survey said I am eligible for and am recommended to purchase a non-prescription hearing device. This indicates to me the survey is manipulative and that all site visitors are given this "recommendation". Given that this is a medical product I find that highly disturbing.

  

  Business response

  06/26/2023

  Regarding Compaint #******** - ***********************

  Thank you for contacting us, we've investigated your complaint in detail and have come to the conclusion that the ad you clicked was most likely not from Connect Hearing.

  Connect Hearing does offer free online hearing screenings on our website of which we recently reviewed its calibration in detecting hearing loss as per your feedback.  We have confirmed that the screenings are set to recommend a hearing exam with an audiologist in the event that hearing loss is suspected. Online hearing tests can yield false positives and should not be a substitute for an in-clinic exam with a professional.  Additionally, Connect Hearing currently does not sell non-prescription hearing devices as were described in the original complaint. 

  This leads us to believe that the advertisement in question was not from Connect Hearing.  We wish *********************** well and agree with him that quick online diagnosis and a rush-to-sale approach for a non-prescription medical device (ie. ********************** aid) is not recommended. We stand by our patient-first, top-rated hearing healthcare staff of professionals and invite him to contact us for an in-person appointment for answers to any future audiological questions and needs.  Kindest Regards

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩