ComplaintsforMDHearing

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been trying for a month now requesting a free box to send VOLT hearing aids back to the above company. The box cost $20.00 plus insurance to cover the return $24.44. I have not received and they continue to tell me they were shipped. I have never received. They took my money but for the life of me will not send the box and insurance.

  Business response

  07/08/2024

  
  Dear BBB Representative,

  
  We apologize for the inconvenience experienced by Ms. ************************* regarding the return of her VOLT hearing aids.
  Our records show that the shipping label was issued and marked as out for delivery, but there appears to have been an issue with its delivery. We sincerely apologize for this oversight.
  To rectify the situation, we will refund the cost of the shipping label and insurance ($24.44) to **************** and send another shipping label promptly.
  Thank you for your understanding and patience.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought two NEO Hearing Aids, NEO-BOGO-297. The product does not work, does not turn on.The product does not function. I emailed the seller multiple times requesting contact, and finally requesting to return the product. There was NO response from the seller.Finally I called the company and spoke to a very unhelpful customer service rep. I requested the return goods number and I was told, "..just send it back". This company is selling defective merchandise and taking unfair advantage of our precious senior and most vulnerable citizens.

  Business response

  05/01/2024

  Thank you for reaching out through the Better Business Bureau regarding your experience with our hearing aids. We understand your concerns and would like to address them thoroughly.
  
  We have reviewed our records and found that you initially contacted us on April 23rd, stating, "These hearing aids do absolutely nothing for me. How can I determine whether they are working?" In response, we promptly directed you to our help center, which provides access to the manual included with your hearing aids, as well as numerous helpful articles and step-by-step instructional videos on YouTube.
  
  We received your second email on April 24th, indicating issues with the functionality of the device, specifically mentioning that the hearing aids made your hearing worse and sounded muffled. This message was sent after your conversation with one of our licensed hearing aid specialists on the same day as your first email. During this call, our specialist attempted to assist you in troubleshooting the issues you experienced. However, we understand from the call recording that you preferred not to continue with troubleshooting and requested information on returning the product.
  
  Following your request, we initiated the return process. Please note, as per our policy, while we offer free shipping for the initial delivery of the product, we do not cover return shipping costs. We recommend that you use a shipping method that includes insurance and tracking to ensure the safe return of the hearing aids. We are not responsible for items lost during shipping.
  
  Upon receipt of the returned product, we will process your refund according to our standard procedures. We regret that we could not resolve the issues to your satisfaction, we encourage all customers to utilize the multiple support options provided. Our aim is always to ensure our customers can effectively use and benefit from our products, and we provide extensive support from licensed Hearing Instrument Specialists and Audiologists to facilitate this.

  We are sorry that this has been your experience, we hope to resolve this matter swiftly upon receiving the hearing aids. 

  Customer response

  05/06/2024

   
  Complaint: 21625314
  
  I am rejecting this response because:

  The product was received at the MD Hearing facility on April 29, 2024 vis **** and confirmed by

  **** tracking. Thus far no refund has been received.

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

  Business response

  05/13/2024

  Your hearing aids show they were delivered on May 1st on our end. Once delivered we must check the hearing aids in, checking in hearing aids can take ***** hours. Due to business hours and our factory not being open during the weekend, your hearing aids werent checked in until the following week. We have refunded your account and you should see the refund in 2-4 days. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered H-Volt-**** hear aids on 27th of Feb. I received them March 4th. I have 45 days to return for a full refund. I followed their instructions & eventually my left hearing aid was rubbing my ear sore & I couldnt wear them very long. I contacted them & told them my problem the girl told me she was sending me a smaller cone. Im waiting for it to arrive & then I get a email from them requesting payment of the cone. There was never any mention of any payment, therefore I decided to return them for a full refund before my 45 days ran out. When I contacted them to return I asked for a RMA code as everything says you need one. She told me the email from her was my RMA which made me very suspicious. I sent them back on the 10th & they received them on the 13 of April within the 45 day period. I sent 2 emails yesterday inquiring about the refund and.crickets. Keep in mind they always answered my emails right away except for now. Thats when I read the reviews on BBB & knew I needed help. I am on a fixed income & need the refund to get a new pair of hearing aids. I have all the proof to substantiate my claim.Thank you for your help in this matter.Sincerely,*************************

  Business response

  04/17/2024

  Thank you for reaching out to us through the Better Business Bureau. We appreciate your patience and would like to provide an update on your refund request.

  We confirm receipt of the returned hearing aids on April 10th. As our processing center is closed over the weekends. The refund was processed via PayPal on April 15th.
  Please note, it may take up to 10 business days for the refund to appear in your account. This timing is largely dependent on the processing practices of the merchant bank involved. We have completed all necessary steps on our end to ensure your refund.

  We hope this action satisfactorily addresses your concerns noted in your complaint. Should you have further questions or require additional assistance, please do not hesitate to contact us directly.
  Thank you for your attention to this matter. We look forward to your confirmation of the refund and hope to have resolved your complaint to your satisfaction.

  Customer response

  04/18/2024

   
  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

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of NEO hearing aids from them in January and returned them per their requirements and received confirmation that the package was delivered on January 31, 2024. I've never received my full guaranteed refund and I've been trying to make contact with them and figure it out. I've called, emailed and chatted with them always getting the same results; nothing. I am only asking for what I was promised.

  Business response

  04/22/2024

  Thank you for reaching out to us. We understand your concerns and apologize for any inconvenience you *** have experienced with our services.

  We confirm that a full refund of $297 was issued to your **** card ending in 7909 on February 3rd, 2024. This transaction should reflect on your card statement.

  We sincerely hope this resolution is satisfactory to you. If you have any further questions or require additional assistance, please do not hesitate to contact our customer support team.

  Thank you for bringing this matter to our attention. We are committed to providing our customers with quality service and support, and we regret any disruptions that *** have occurred.
  

  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 31, 2024 I purchased a set of hearing aids from MDHearing and paid extra for expedited shipping. I have made several attempts to get support from MDHearing to find out where my order is and they keep pushing me off on the shipping company **** *** keeps telling me that they have not received the package from MDHearing and they cannot do anything till they receive it. It has been 8 days since MDHearing sent out the shipment notification and still no package and *** still does not have it.

  Business response

  04/12/2024

  Thank you for your patience and for bringing your order issue to our attention. Upon review, it seems your order has unfortunately been delayed due to an anomaly in our system. We sincerely apologize for this inconvenience and understand the importance of resolving this matter swiftly.

  
  To rectify this, we have arranged for your order to be reshipped immediately with overnight shipping at no additional cost to you. This ensures that you will receive your items as soon as possible.
  Furthermore, in appreciation of your understanding, we are including a selection of complimentary accessories with your shipment. We hope these tokens express our regret over this situation and add value to your experience with us.

  
  Please rest assured, we are investigating the root cause of this system error to prevent such occurrences in the future. Should you have any further questions or need additional assistance, do not hesitate to contact us directly.

  
  Thank you for your understanding and for giving us the opportunity to make this right.

  Customer response

  04/15/2024

   
  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

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase from this company in December of 2023. The product did not function and was returned for a promised full refund. The item was received and I was sent an email stating my refund was in process. That was in Mid-January. I has been in contact with them 6 times and each time, I get a reassurance that my Check is Being Processed, yet nothing has been forth coming! It is not a huge amount of money to a corporation, but to an individual, living on a fixed income, $130 is a weeks groceries. Any assistance would be greatfully appreciated.

  Business response

  04/08/2024

  Dear ****************,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We understand the importance of your issue and are committed to resolving it to your satisfaction. Upon reviewing our records, we have found information only regarding an order placed in 2021, along with a recent parts order (Order ID: SCIND-**********) for your hearing aids, dated February 9, 2024, which was successfully delivered on February 14, 2024. There has been no further communication recorded after this transaction.
  
  To assist you effectively, we kindly request the following information related to the order you are expecting a refund for:
  
  Order Number or Serial Number: This will help us locate any orders placed in ******************************* question.
  Tracking Number: If you have returned the hearing aids, a tracking number will help us confirm receipt of the package and the initiation of the refund process.
  RMA Code: As part of our returns policy in January, customers were required to include an RMA code on the returned package. This code is crucial for processing returns and refunds. We typically email RMA instructions to our customers, and it seems we have no record of such communication with you for this order.

  
  It appears that our last recorded interaction involved the purchase of parts for your hearing aids, with no subsequent issues reported. However, we are eager to resolve any misunderstanding or oversight regarding your refund request.
  
  Please provide the requested information at your earliest convenience, either by replying to this message or contacting our customer service team directly at ************ or email *********************************** This will enable us to swiftly locate your order and take the necessary steps to ensure your satisfaction.
  
  We apologize for any inconvenience you may have experienced and appreciate your patience and cooperation as we work to resolve this matter. Our team is dedicated to providing you with the quality service and support you deserve.

  Customer response

  04/10/2024

   
  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. Further more, I owe MD Hearing Aids and the BBB an apology, as when preparing my complaint, somehow the wrong company name was inserted into the complaint. The company I originally wanted to file a complaint against is BOSSA Hearing in **********, *******. Again, my sincere apologies.
  
  Regards,

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

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I need an RMA Code and Shipping Label so I can return my hearing aids.Today (3/18/24) I called MDHearing customer support. After pressing #2 for Customer Support, I was IMMEDIATELY connected to a recording that said no support staff was available and that I would be placed on the call-back list. (#1)Since I wanted to UPGRADE my hearing aids, I decide to call again, but this time pressing #1 for SALES, since I wanted to make another hearing aid purchase and willing to pay more money. The LIVE person who answered the phone IMMEDIATELY cut my conservation off and sent me over to **************** where AGAIN I was put on another call back list. (#2)At this point, I just wanted to get out of this sales relationship and made the decision to make a clean break and get my money back. However, for returns, you need to get an RMA Code. SO, I pressed the number for that. I was on hold for about a half hour and then finally told, by recording, that my call was being put on their call-back list. (THIRD TIME!)I have received no call back for any of the three calls. I cannot obtain an RMA Code. I am tempted to return the product at my expense WITHOUT an RMA Code, knowing I have the credit card charge-back option in my corner. However, lets try and do this the right way, first.

  Business response

  04/03/2024

  We understand the importance of promptly and accurately addressing our customers requests, and we have taken immediate action to ensure that the necessary changes have been made to your account. We hope this resolution aligns with your expectations and addresses any concerns raised in this matter. Our team is committed to providing exceptional service and support to all our customers, and we deeply regret any inconvenience or confusion that *** have arisen during this process.

  Additionally, we would like to acknowledge that we are currently experiencing higher than usual call volumes, which has resulted in longer wait times. Please know that we are actively hiring additional staff to enhance our customer service capabilities and improve response times. In the meantime, we encourage our customers to use email and our chat service as alternatives to reach us.

  
  We also want to confirm that a refund was processed on March 13th, 2024, back to the original form of payment. We trust this addresses your concerns satisfactorily. Thank you for bringing this matter to our attention. We appreciate the opportunity to rectify any issues and reinforce our commitment to customer satisfaction and excellent service.

  Customer response

  04/04/2024

   
  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

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My dad (***********************) purchased hearing aids from MDHearing recently and they do not fit and he can not hear while using them. He has attempted several times in the last few weeks to get in touch with MDHearing and get the required return authorization for the hearing aids, but no one answers the phone, or they answer and hang up. They have not answered his emails either. I believe this company is trying scam senior citizens by making it difficult if not impossible for elderly people with physical challenges to contact this company and receive decent customer service. I am requesting my dad's (***********************) refund and return authorization for these hearing aids. And I would like to see an action plan by the company to remedy their less than acceptable customer service including acceptable accommodations for elderly and disabled people.

  Business response

  03/15/2024

  We sincerely apologize for the challenges *************************** faced with our customer service. We issued a Return Merchandise Authorization (RMA) MAR24-PROUD-GRIP-5, around 4 days ago for the hearing aids and are awaiting their return to process the refund. To expedite this, we kindly ask for the return package's tracking information.

  Due to an overwhelming need for support, we're actively training more staff to better serve our customers. We also offer email and chat as additional contact options for convenience and efficiency.
  We're committed to improving our service, particularly for our elderly and physically challenged customers. Your feedback is invaluable in this process.

  Please reach out to us with the tracking information or any further concerns.

  Sincerely,

  *****************;

   

  Customer response

  03/18/2024

   
  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

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company states guaranteed money back within 45 days for any reason. The hearing aids did not work correctly or fit comfortably.They take payment immediately the day of order but you wait and wait "for inspection" ???? of the return for days and days.They say refund in 2-3 business days. They do NOT refund in 2-3 business days as they post in their website.

  Customer response

  03/01/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am filing this complaint on behalf of my stepmom. She ordered hearing aides from MDhearing and was not satisfied. She had 45.days from the date of delivery to return them which we did. We called to check on the refund and they said they never received them. So we called the post office and they tracked the package and they did receive it.We called the company again and they said oh yeah we did receive it but it was to late. They said as long as it was postmarked by the 45th day of receiving it they would issue refund. The did not honor this.My stepmom and dad live on a very tight budget and for this company to take advantage of them is terrible.

*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. ↩