ComplaintsforConnect Hearing, Inc.

• 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

• Initial Complaint

  05/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a pair of hearing aids from Connect Hearing (*******, **.) on 09/29/2022. I discussed the pros and cons including cost of various models with ***********************, the Hearing Instrument Specialist. He checked out my insurance coverage and stated that the out of pocket cost to me would be $1,445.69, which was a good price for what I was getting. I have been doing business with this company for almost a decade, and this price was in the ballpark of what I was use to paying. I agreed with the purchase, and signed an insurance coverage waiver. I was surprised to receive an invoice over a month later that I owed an additional $1,052.64. Had I known at the time that additional cost would be incurred, I would have opted for a less expensive model or a different manufacturer. I am a 92 year old senior, and I believe that I was misled into thinking that the stated price of $1445.69 was the total price for the hearing aids.Resolution: Option #1: Dismiss the additional hidden cost of $1,052.64 since this was never mentioned in the original conversation after he checked with my insurance company, and is contrary to my previous dealing with Connect Hearing, Option #2: Cancel the whole purchase order. I will return the hearing aids for a full refund of $1,445.69. I recognize that the 45 day trial period has lapsed, but this is an ongoing disagreement.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased hearing aids from the Connect Hearing in *************, **. I paid the bill which was explained to me to be ****** after my insurance paid. When I got the *** I saw that I had overpaid by about ******. I made and appointment and went to the store in ************* to address the issue. I was told that they did not issue refunds for over payment in the store. I asked for a number so I could contact the company to get this matter addressed. I was told there was no customer service number I could call and the representative ********************* said he would open a ticket and he would contact me when he found out something. I have heard nothing from the office. I do not feel that Connect Hearing keeping money that should be refunded to me as a professional thing to do. This could be mistaken as stealing my money and I am sure the company does not want a reputation like that.

  

  Business response

  04/06/2023

  To resolve the issue, we have contacted the patient and have issued a refund in the amount of $225 on March 22, 2023.

  Customer response

  04/07/2023

   
  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

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of hearing aids from Connect Hearing and have had nothing but problems. I have a 3 year warranty this is my second set since I had nothing but problems with the first set and now I have nothing but problems with this set. I have to go in for service every 2 weeks to now weekly. I also had to get a new charger since I had problems with the charger as well. I used to be able to go in without an appointment to get them fixed, now I have to set up an appointment. Sometimes they don't call back, this last time I had to call twice in one day to get them to call me back, they gave me an appointment for 2 weeks! How am I supposed to hear I asked them, they told me they would call if then had a cancellation, how does that help me with my hearing. I want to be done with Connect Hearing. I need my money back so I can afford to go elsewhere and hopefully get some satisfaction.

  

  Business response

  04/08/2022

  In regards to **************' Better Business Bureau complaint:

  We do have ************** on file, purchasing hearing instruments in November of 2020 at our ******** Connect Hearing location with subsequent follow up visits in ************************* February of this year. Our notes indicate he has had issues with the HIs receivers, which were replaced and then a charger which was also replaced, all covered under the product's 3-year warranty.  Unfortunately, a refund is not an option, as our refund policy covers 45 days from the date of purchase.
  

  Regarding **************' issues scheduling an appointment, we would like to extend an apology as we are working through staffing shortages at that location. We recognize that our coverage of the phones is not at the high level of customer service we expect to delivery. We appreciate his patience while we work to hire more staff.  But we will continue to limit visitors to scheduling appointments for the safety of those patients and staff during this pandemic. 

  For more urgent matters, ************** can call our nearby location in Carlsbad *************) to speak with our staff there. We do have an appointment scheduled for him next week and will work through any issues he's having with the devices.

   

  Thanks and kind regards

  Customer response

  04/08/2022

   
  Complaint: 16985933
  
  I am rejecting this response because: 45 days to receive a refund is absurd under these circumstances since your product and now your service is inferior. There always are and can be exceptions to every rule. ******** is over a  1 hour & ******************************* which is entirely out of the question even if there weren't an issue with the cost of gas! I want my money back because I can't afford to go elsewhere for proper hearing aids and service without my money being returned.
  Sincerely,
  
  **************************

  

  Business response

  04/14/2022

  Unfortunately we are unable to provide a refund for **************' hearing device. However, we will continue to service him and his products with regular cleanings & maintenance. We did see ************** recently and showed him how to keep his devices in working order. We offered him the option to send them back to the manufacturer for further inspection/repair and use a loaner pair, but he declined. Again, we are happy to service him and his devices to keep them in working order.

   

  Kind Regards

  Customer response

  04/18/2022

   
  Complaint: 16985933
  
  I am rejecting this response because: I am still in the same position I was at the start of this. They get to keep my money, I get to have the same on going issues. I know how to clean my hearing aids, I do it all the time. What good are loaners, if the problem keeps existing with their inferior product. I am stuck having to go in all the time, no matter what. Now  I have to wait for appointments, this last one was 2 weeks, that seems unreasonable to me, so they are saying too bad you can** hear for 2 weeks, their staffing issue should not be my problem, yet it becomes my problem. This is all very unreasonable. There are exceptions to every rule, as I stated before, give me my money back so we can be done with this. I don ** have the financial means to buy new ones until I get my money back. I'm the one being inconvenienced, not them!!
  
  **************************

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was eligible for a a $25 gift card in November for making my hearing appointment with the company. I never received the gift card and I have called several times to find out what happened to it. The first time it did not get mailed and then I called back a second time they said it was mailed but I never received it. And the third time I called they said what gift card do you want there were several to choose from and said that they will be mailing it out it might take 4 to 6 weeks. Still to this day I have never received the gift card .

  

  Business response

  01/31/2022

  To whom it may concern,

   

  We did confirm that **************** was entitled to a gift card from a promotion we ran in November.  Our records showed that the card processed and sent back on November 23, but never received by ****************.  We suspect that the card was intercepted  in the mail and have thus contacted her with the option to email a 'digital gift card' in its place on 1/28.

   

  Kind Regards

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 1, 2021 I purchased a pair of the expensive top of the line hearing aids from Connect Hearing in ****, *****. I have returned them 6 times with problems that still have not been fixed. At this time January 14, 2022 they are in the possession of Connect Hearing in ****. I have 4 more payments left on my hearing aids and still waiting on my problem to be solved. These are $5000.00 dollar hearing aids not some cheap version i bought on line. I'm still waiting to here from the company and have not been updated. I am an 81 year old senior in need of these aids or would not have spent that much money . Surely they don't treat every senior this way.

  

  Business response

  01/21/2022

  To whom it may concern, 

   

  ************** picked up his repaired device on Wed 1/19 from our ****, ** location. We empathize with ************** and his difficulties with the product and will continue to work with him and the manufacturer, as needed. We encourage ************** to stay in contact with our staff about any other issues that we can resolve ourselves or advocate on his behalf with the manufacturer.

   

  Customer response

  01/27/2022

   
  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

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May 2021, I purchased two hearing aids from Connect Hearing. The hearing aids feature a Bluetooth capability that does not work well when using a cellphone. It was brought to their attention but nothing done. The mobile app that they created has a poor 2.9 rating. They fitted me for earmolds, the product is a silicone type earmold impressions made from my ears. after 4 mos., the tubing connected with the earmolds separated from the tubing causing me to experience a painful swelling in my ears. I was refitted for new earmolds. They came back unable to fit in my ears and had to be sent back for modifications. I told my audiologist that my doctor did not said that I was allergic to silicone and was fitted with the original ones. I have demanded that Connect Hearing fully refund me for the Hearing aids because the Bluetooth does not work properly and random sound cancellations (sound may go off briefly and comes back on). I recently wrote them and their headquarter office has not returned a call, nor an email, or a letter. However, the regional representative texted me only advising me to communicate with the audiologist. My ears have been swelled up for a couple of weeks and extremely painful . I indicated this to them in writing as well. They have led me to believe that they are a "get rich quick" operation. They showed no remorse towards my pain, not even the audiologist and only want to provide me with a $50 gift card for the gas that I refused. I have worn hearing aids for 65 years and never came across a company as this one when dealing with hearing aids. I don't feel confident nor comfortable any further with Connect Hearing and want them to give me my money back in full.

  

  Business response

  12/03/2021

  To whom it may concern,

   

  We responded to ********** with a letter and reimbursement check, sent via ***** and delivered to his home address on Nov. 19.  This satisfied his request for a refund and we wish him well going forward with his hearing health.

  Customer response

  12/09/2021

   
  Complaint: 16116473
  
  I am rejecting this response because: there was nothing mentioned about pain and suffering although I am accepting the check for refund.

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

*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. ↩