Hearing Assistive Devices
Billedeaux Hearing Center, LLCThis business is NOT BBB Accredited.
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Initial Complaint
11/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Ellos me contactaron para hacerme un chequeo gratuito de mi audición. La cita fue el martes 17 de Setiembre. En el chequeo me dijeron que que necesitaba aparatos del oído, todo fue muy rápido, me dieron un precio pero la firma electrónica no la hice yo, si no el proveedor que me atendió y lo único que yo firmé fue en papel fue un contrato que no tuve el tiempo de revisar ahí mismo. En la noche cuando llegue a mi casa, vi que el costo de los aparatos era el doble de lo que yo escuché por lo que al día siguiente fui a sus oficinas y estaban cerradas por dos días (miércoles y jueves). Así que los llamé y les dije que yo no podía pagar esa cantidad de dinero y me dijeron que fuera a dejarlos el viernes pero yo tuve que salir por mi trabajo fuera de la ciudad el jueves y mi esposa no pudo ir el viernes. Así que ella fue el lunes y no los quisieron aceptar, dijeron que pare aceptarlos tenía que pagar una penalidad de $780. Yo fui claro con ellos que yo no los quería y que no podía pagar por esos aparatos, y sus oficinas estuvieron cerradas por dos días y ellos no tomaron en cuanta eso, solo lo que a ellos les beneficiaba. Tenemos un vídeo del día que se quiso hacer la entrega. Y ahora me están queriendo mandar a colectar.Business response
11/21/2024
As of November 21, 2024, I am in receipt of this complaint and I am looking into the matter. I will have a response by Monday, November 25, 2024.
--Operations Manager
Business response
12/09/2024
This will have to be translated into English before we can issue a response.Initial Complaint
10/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
see Attached documentBusiness response
10/28/2024
In this case, it is important note from the outset that patients, including Mr. *******, are presented with multiple documents to sign prior to purchase. Therefore, it would be impossible not to realize that you are making a purchase. Be aware that while he sent you information from ******** ****************, he did not send to you the documentation he signed which opened a *********** account. Additionally, he failed to send to you his signed purchase agreement. I have both documents and if he provides you with written authorization, I can release those documents to BBB. Again, I must stress that I will only release those documents if Mr. ******* provides written permission to do so.
The purchase agreement clearly states the amount of the purchase and the fitting fee that will be charged should he decide to return more than three days after signing the purchase agreement and within the thirty day trial period. The purchase agreement also calls for any return demands to be done in writing. An individual cannot leave hearing aids with us without our hearing instrument specialist inspecting the hearing aids for damage. At that point, a document is signed by both the patient and the specialist to begin the process of a refund. It also serves as the patient's proof the he/she went through the return process and possession of the hearing aids were transferred to us. By leaving his hearing aids with us and not following the process outlined in the contract, Mr. ******* return is invalid. In these cases, we immediately return the hearing aids to the patient accompanied by a letter explaining the process. This generally allows the patient time to come back into our office and process the return/refund in the correct manner. The same protocol was followed by our staff in Mr. *******'s case. We did not hear from him again and we do not have his hearing aids. They still legally belong to him and he is obligated to all terms of the contract, including financial responsibility.
Best regards,
Operations Department Billedeaux Hearing Center-Miracle-Ear West Monroe/Ruston/Winnsboro/Bastrop
Customer response
11/14/2024
Complaint: 22435352
I am rejecting this response because: They did not give me a contract. Please provide all paperwork related to my account.
Sincerely,
Lee *******Business response
11/14/2024
Find attached all of the necessary documents to complete the sale of hearing aids to Mr. *******. All paperwork is in order, signed and sale is completely valid.Initial Complaint
09/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchase hearing aids in November 2023. I was fitted in the office in Ocean Springs, Ms in March 2024 I told them that the hearing aids was not working for me. They began checking them out and told me that these were the wrong hearing aids for me. My only option was to upgrade which would cost more money. I didn’t want that. I asked for a refund and they said I would have to talk to their boss in Louisiana to get a refund. They told me to wear them a couple of weeks to see if I could adjust. That didn’t make sense, since I was told I had the wrong kind for my hearing loss. I was very disappointed. So from that point on my wife started calling different people and finally got the name of the guy who could decide on my refund. The man, Chris *****, from Lafayette, La. Would contact us. My wife repeatedly call and this man never responded to anyone until the Attorney General office contacted him. He said no refund. If you go online and look up”How to get a refund from Miracle Ear” on google. It says full. refund within 30 days. This branch takes advantage of elder people who are on set incomes and we weren’t told anything about store credit until I told the person in Ocean Springs Ms the hearing aids aren’t working. As far as the paper we sign the person , Tammy told me I was signing agreeing to the price and for the credit financing. I believe this company and person should be investigated. I am talking to a lawyer now for advice. I hope you have enough information. Thank you Rodney *****Business response
10/10/2024
First, we have explained this to the ****** through numerous channels, including the Mississippi Attorney General's Office. In the state of Mississippi, our purchase agreement allows for a store credit upon return. There is no cash refund option. That information is plainly stated in the agreement. Mr. ***** signed the documents and we are simply following the purchase agreement.
In reference to this statement: "He said no refund. If you go online and look up”How to get a refund from Miracle Ear” on google. It says full. refund within 30 days.",
it needs to be noted that we are an independently owned franchise of Miracle-Ear and we are legally allowed to follow return policies in each state. Additionally, Miracle-Ear's corporate office states that fitting fees may apply.
Finally, if Mr. ***** chooses to consult an attorney, I completely understand, but please allow the record to show that once I receive correspondence from an attorney, I will cease conversations with any third party, including the Better Business Bureau. Any correspondence from Mr. ******* attorney should be sent to our corporate office and to my attention at **** ******** ******* ***** **** ********** ** ******
Best regards,
Chris *****
Operations Manager
Miracle-Ear of Louisiana
**** ******** **** ***** ***
Lafayette, LA 70503
************ ******* ***** ************ **** **** ******** ************ ******* ****
Initial Complaint
08/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My mother, ***** ******* received a pair of hearing aides from Miracle Ear in Shreveport on 7/17/24. She stated she was told she had a 30 day trial period and if they did not work for her she could return them. She signed pages 2, 3, and 4 of 4 pages of forms. She thought she was signing to take the hearing aids out of the store and the amount she would owe only if she chose to keep them. She said she was not told of a restocking fee of 902.09 if she returned them within the 30 days and she did not initial or sign saying so. We attempted to return the aides, however was told we could not unless we paid the 902.09. They refused to provide a written receipt therefore I videoed that we left them at the store on 8/12/24. I emailed and called ***** at the Lafayette office and received an email back stating they would not waive the fee as she signed the final page and they have already received their money. She is 80 years old and did not see the first page stating the restocking fee and ***** responded legally they do not need her signature telling her of this fee. I feel this company has conspired in predatory practices with the elderly, intentionally using confusing language as she was alone, and at bare minimum extorting 900 per person. She would not have taken the aides if she knew she was responsible for 902.09 even if she returned them. She was rushed through signing and states this was not made known to her until she attempted to return them. She states she was not given a copy of the original purchase agreement only the boxes the aides came in and could not have known. I went with her to return them on 8/5/24 and obtained a copy of the purchase agreement. She has been taken advantage of due to her age and language used in the company's response to intimidate into paying this exorbitant restocking fee.Business response
08/21/2024
In Image 34, which is a copy of my response to an email and was submitted by Ms. *****, I clearly state that fitting/restocking fees are not waived. I also reiterated the verbiage of the purchase agreement which states that written notice of return must be provided and accompanied by a fifteen percent fitting fee, as allowed by Louisiana state law. Additionally, prior to return, the hearing aids must be inspected in the presence of the person who purchased the hearing aids to ensure that they are working properly.
None of these terms were adhered to by the patient and/or her family.
Simply, we follow the terms of the agreement as signed by the patient.
Best regards,
***** *****
Operations Manager
Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was excited to get these hearing aids and thought they would be superior to my ********. I unfortunately have not had a good experience. from day one. The techs are helpful but I have an issue with my right hearing aid since last October and although they have addressed by changing receivers 3 times it’s not solving it and now he’s thrown his hand up and insinuating it’s in my head. Not. I recently bought a charger that I ended not needing as soon as I got home. Never opened it up. I called immediately and was told by the tech Ronnie that I had 30 days to return. There was no mention on my several visits to the store that day about a no return policy. Neither the doctor nor tech at that time mentioned it nor does my receipt say no returns. Corporate policy is 30 days. Evidently their franchise policy is no returns but they do not tell you that. I am very disappointed with this whole experience. Also this franchise owns all the stores in Louisiana and any that I could reasonably reach within a few hours drive. Beware!Business response
07/03/2024
Let me set the record on a few points made by Mrs. ********
First, we have no record of complaints about the hearing aids until April 2024 and, again, in May 2024. Mrs. ******* presented in our office insisting there was static in her hearing aids. The specialist and the front office assistant both used a listening device to hear the sound the hearing aids were producing. They did not detect static. At some point, the front office assistant noticed that Mrs. ******* brushed or moved her hair over her hearing aids. This would have caused a sound, possibly interpreted as static. As a courtesy, the front office assistant changed both receivers at no charge. This is not covered under warranty and would incur a charge of $125 each. Mrs. ******* was not charged.
As for the issue she has with the charger and the ability to return it for a full refund, we have a policy that is clearly posted in the front office stating that we do not offer a cash refund for services and accessories. We do, however, take returns and issue a store credit. The specialist pointed this out to Mrs. ******* while she was making her in-office complaint. What BBB was not told in the original message is that Mrs. ******* came into our office, unsolicited by us, to purchase a new charger because she said hers had been broken. A short time later, she returned to our office and said she wanted her money back because her husband had glued the broken piece on her original and it was now usable. Further, Mrs. ******* husband came into the office with her, became angry, using profanities and cursing at our staff.
So, in summary, there is nothing to "beware" of with our company or any of the clinics within the franchise. What we have here is a customer who, despite our efforts, is upset because she didn't realize or fully understand the policy. The policy is clearly posted in our office. We do not provide contracts for accessories or services. Therefore, we post the policy in a conspicuous place in the front office.
Our policy stands that a return of an unused accessory or cancellation of a service requires a store credit with no cash refund. Additionally, I'm not certain why a request for a full refund of the hearing aid purchase price has been submitted. The thirty day trial period has been over for many months and the hearing aids remain in her possession. The demand for a full refund is respectfully denied by our company. Our decision on this matter will not change.
***** *****
Operations Manager
Billedeaux Hearing Center, LLC
Independent Miracle-Ear Franchisee
Initial Complaint
04/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 4/11 I went to Miracle Ear for $ 189 earing aid free earing test. I send a paper agree to pay $3105 and I didn't realize I only had 3 days to cancel. Well 4/25 I went to cancel the order and was told I would have to pay $ 450 before I could get my refund. I don't have the hearing aid. I felt pressured to use them instead of my insurance. I am 77 years old.Business response
05/06/2024
As I reviewed the documentation for this case, I found that the purchase agreement was signed and the section which explains the fitting/restocking fee was initialed by Mrs. *****. So, nothing was done in this transaction without the patient's consent. Also, I found a delivery receipt showing that Ms. ***** picked up her hearing aids on April 30, 2024, after this complaint was filed.
Mrs. ***** mentioned being 77 years old. It should be mentioned that we will not do anything to take advantage of anyone, regardless of the person's age. We have contracts and we simply follow the agreement made at the time of sale.
Best regards,
***** *****
Initial Complaint
03/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Could not understand what people were saying, took back they adjusted them to loudest point, I still couldn't understand what was being said by people, I was dissatisfied with the hearing aids, the man said I could bring them back if I was dissatisfied, the place charged me about 1200.00 over what they told me, when they sent the bill. I took them back to them, and the man got smart and wouldn't take them back. I called the main company and they told me to take them back and leave them there. I took them back and told Mr. ****** what the company said and that could he could call them I left them there, I also called the finance co and told them about it and they said to take them back and get them to call them and let them know and everything would be took care of. Instead of doing that, Mr. ****** sent the hearing aids back to me by Fed Ex; so i sent them back by 1st class mail on Feb 27th.Business response
03/08/2024
Mr. ***** was not overcharged. His signed purchase agreement and financial paperwork reflect the amount stated and the amount paid are the same. With Mr. *****'s written and signed permission, I will provide the documents to you for review. Do understand that due to privacy restrictions and HIPAA, I cannot release any documents without written permission signed by Mr. *****.
Additionally, Mr. *****, who has purchased hearing aids with us previously, was aware that there is a thirty day return policy. He purchased the hearing aids on November 10, 2023, but dropped them off in our office on February 14, 2024. This is in breach of the agreement.
We follow our contracts specifically. In doing so, no refund is possible.
The hearing aids were sent back to Mr. ***** on February 29, 2024 via courier service. A separate certified letter was mailed to him via USPS outlining his breach of our agreement.
Best regards,
***** *****
Customer response
03/25/2024
Complaint: 21403927See attached.
Sincerely,
****** *****Business response
03/28/2024
I am in receipt of the HIPAA form that Mr. ***** signed.
You will find attached the documents that Mr. ***** signed showing that everything about the purchase was fully disclosed. Additionally, in the most recent rejection of my explanation by Mr. *****, he stated that he was not tested prior to the sale of the hearing aids and that tested was test six years ago, at the earliest. Since I have a records release signed by Mr. *****, I have attached the most recent audiograms, one on on November 10, 2023 and another on December 15, 2023, in addition to the purchase agreement, agreement to financing terms, invoice, and the receipt of delivery of the hearing aids.
Best regards,
***** *****
Director of Operations
Initial Complaint
03/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Went to the business office in Sulphur La 70663 and got a pair of hearing aids but they didn't work for me so they upgraded my aids for free. Those did not work well for me either. I kept complaining I wanted to return them. I had to call for appointment to do that. When I went to appointment the girl told me it was past due the time to return. I didn't make the appointment so I don't think that is fair. I just want to return them.Business response
03/07/2024
The ineligibility for a return remains despite the complaint. We can only work in the confines of the purchase agreement. The patient had the opportunity to return the hearing aids, but agreed to an upgrade. The agreed upon upgraded hearing aids were delivered to the patient on December 13, 2023 and the notes reflect that she was satisfied. On December 20, 2023, she requested a return, but was not willing to pay the fitting fee, which is clearly stated in the purchase agreement. Once the fitting fee is paid, we process a refund for the full amount, less the shipping and handling charge of $24.95, which is always nonrefundable. When she came into the office again on January 17, 2024, she was informed that she was beyond the trial period.
***** *****
Billedeaux Hearing Center, LLC
Initial Complaint
02/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I purchased a pair of Miracle Ear hearing aids in 2019. I was very pleased with the aids and the service at that time. As time passed, I realized I needed new hearing aids due to my inability to hear well. So in 2023, I again went back to Miracle Ear to purchase my second pair of aids in which my hearing test revealed that I had lost over 75% of my hearing in both ears. Upon the advice of my hearing specialists, Mr. ****** ******, I agreed to purchase new hearing aids for approximately 5,0.0.00 which is a large amount of money to me being a 93 years old retired man on a fixed income and presently living in a senior living community. I paid cash and received my aids. When they came in, I noticed they were larger in size of what I had been wearing. They did not have bluetooth capabilities, which disappointed me. But I did accept to buy them on the advice of my experienced specialists. Whenever I wore them, I had trouble with them squeaking, which was embarrassing, especially when people would tell me so, over and over. When I turned the volume down on the hearing aids, I couldn't understand what the other person was telling saying, not could I hear in church, while watching television, or at the movies. I went back to Miracle Ear for cleaning and adjustment, but that did not solve the problem. Mr. ****** suggested that I get new molds because he said my old molds were not fitting properly. I agreed to get new molds, costing another $130.83. That didn't help either! After many trips back to Miracle Ear, I felt that I had become a nuisance customer. I told Mr. ****** that the new molds would not stay in my ear because I have excessive oily skin as the molds were made of clear smooth plastic sliding out of my ear. When I told Mr. ****** this, he didn't understand me, and stated he had glued the tubes to my mold. I told him that was not the problem. I left before I lost my temper and called later again on the phone. Mr. ****** replied, "You will have to go to your ENT doctor about your loss of hearing." I had already been to a doctor to see if I had wax obstructing my hearing. He found none. I was desperate, so I went to another hearing aid establishment. There I was fitted with hearing aids that had bluetooth capabilities and were smaller. I can now hear without the embarrassing squeaks!Business response
02/29/2024
Unfortunately, in the one and a half year period that Mr. ***** owned these hearing aids, I have had no complaint filed by him. At this point, there is nothing I can do to assist him. By his admission, there is nothing wrong with hearing aids. He accepted them without Bluetooth capability. As for the fit, that is simply his word. I would have no way to refute that claim. Had he filed a complaint prior to purchasing new hearing aids elsewhere, I would have been able work with him on different fits and styles at no additional cost since he had already purchased custom molds. I cannot authorize a refund eighteen months after purchase and delivery of the hearing aids. Despite having a pair of hearing aids that he says he likes, if he chooses to come in and try different options, at no cost, to achieve what he desires with his Miracle-Ear hearing aids, I would certainly agree to that. His request for a refund, however, cannot be honored.
Best regards.
***** *****
Operations Manager
Billedeaux Hearing Center
Initial Complaint
12/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
To whom it may concern, My name is ****** ******** and I am writing on behalf of my mother, ****** ********* who purchased hearing aids at the Ruston office in July. She returned the hearing aids a week after purchase because she wasn't satisfied with them. She advised the branch manager that she wanted to return them. This was done before the 30 day trial ended but she was never given the restocking fee amount to satisfy. The branch manager waited until after the 30 day trial period to tell her that she was stuck with the $6,000 balance. My mother is an elderly woman and this has stressed her completely out. I do not take kindly to that. I have made several attempts to reach the area manager who will not take my calls. I was told by ******* ******* last week that she would reach out to the area manager to obtain the amount for the restocking fee. I received an email today advising that the area manager is now not cooperating with the refund. We have been trying to verify the exact amount of the restocking/fitting fee for several months and the local office has been uncooperative. Let this communication serve as notice that if this issue is not resolved within the next 72 hours. I will take legal action against Miracle Ear Corporate, the Ruston Office and will leave a review reflective of my experience on every social media platform utilized by Miracle Ear. This experience has caused turmoil for our family and you will take accountability. If there is no immediate resolution the next communication will be from our legal team.Business response
01/03/2024
We have responded to this individual via his original complaint from Miracle-Ear Customer Care division. We presented evidence to them proving that we are operating within the confines of the purchase agreement that his mother signed. The Customer Care department closed the file. Mr. ******** then contacted us directly via email. We responded and, again, presented the evidence.
Prior to Mr. ******** reaching out to Miracle-Ear Customer Care and to BBB, he and his mother presented a document purportedly from the financial institution, Comenity Bank, from which they borrowed the money to purchase the hearing aids. The document indicated that the account was now closed. We contacted Comenity Bank who could not verify the validity. They made us aware that the debt is still in force.
Had Mr. ******** and his mother followed the terms of the purchase agreement, she could have returned the hearing aids. Unfortunately, they chose a different route in attempt to dispute the validity of the contract. Eventually, time ran out and the thirty day trial period has ended.
We are not legally obligated to provide a refund and, as such, we will not alter our stance on this matter.
Best regards,
Chris Lamke
Operations Manager
Billedeaux Hearing Center
Business response
01/09/2024
Ms. Arrington,
First, there is no "hiding" behind a legal document. The document is what binds this agreement together.
Second, as I stated in the last response, the amount of the fitting and restocking fee is listed on your purchase agreement. That amount was known to you at the time of purchase.
Third, no one, including me, dodged your phone calls. You made the agreement with us. You either had your son contact us or he chose to contact us on his own. Whatever the case may be, I cannot speak directly with your son, as he is not listed by you as a party that we may speak with regarding your hearing health care or your purchase. Once he spoke with Miracle-Ear Customer Care, it opened the door for me to communicate with him. I did so in writing to avoid any miscommunication, as I became concerned after receiving the previously referenced letter that allegedly came from Comenity Bank; a letter which they denied as having any validity.
Finally, this matter will not be solved through the Better Business Bureau, as they have no authority to render a legal decision. You mentioned in your response that you will take this matter to court. With that said, I would be happy speak with your attorney. However, until legal counsel is retained and we are under a lawsuit, we will have no further communication on this platform.
With best regards,
Chris Lamke
Operations Manager
Billedeaux Hearing Center/Miracle-Ear, Louisiana
Customer response
01/12/2024
Complaint: 21038938
I am rejecting this response because:Our attorney will be contacting Mr. Billedeaux. Not you. There is documentation where you were requested to call us several times and you have yet to do so. That is called dodging. No further dialogue is needed with you because you refuse to be hoenst.
Sincerely,
Sandra Arrington
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Customer Complaints Summary
13 total complaints in the last 3 years.
9 complaints closed in the last 12 months.
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