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:01/09/2025

  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.

  I went through Amplifon due to my insurance coverage,*****. They sent me to a Miracle Ear Location near me in *******, **. The staff was grea, very helpful and explained things as we went along. This was November 2024. After my test (which was my 2nd after a different audiologist not covered by insurance) showed that I had hearing loss in both ears just as my first test did, I decided to look at hearing aids. They checked my coverage. I had 0 co-pay as my out of pocket expense max had been met. I picked the more expensive aids that worked better in my ear canal, have a long warranty and most could barely be seen. They ran it again against my insurance to start the order. Again, it said, no co-pay.i had nothing to pay. The staff told me that if I had co-pays they would be due before they could order the hearing aids. I received aids a week later. I have had 3 adjustments and have been wearing them since November 2024. Suddenly I get an invoice from Amplifon the first week of January 2025 saying I owe $543.02. I don't have that. Had they told me that I would have never ordered them or would have tried to find some with copay cheaper than $500. I called Amplifon billing and a person told me there must have been a glitch when the coverage check was ran. Really? 2 times? This makes me feel like this is a scam or fraud. They know people might not order the hearing aids if they have a large co-pay so they let them get them and wear them for almost 2 months and then tell them they owe them money. This is not good business. I really like using the aids and hearing better but now i have to return them or somehow come up with $543.02 I don't have. If I take them back and get cheaper ones I will now have even less coverage as we are in a new benefit year. How many seniors have they done this to? They need to explain how this happens and is not a scam and how I can get my needed devices. Even if I exchange I still have to pay out of pocket now. Unreasonable

  Business Response

  Date: 01/21/2025

  Dear Ms. ***************** you for reaching out and sharing your concerns. We understand your frustration regarding the recent invoice and appreciate the opportunity to clarify the situation.
  After reviewing your account, it appears the charge is due to your deductible not being fully met at the time of your hearing aid purchase. This cost would have applied regardless of the type of hearing aid selected.
  To provide further clarification:
  Deductible Information:
  The charge reflects the portion of your deductible that was still outstanding when you ordered your hearing aids. This would apply even if you had chosen the lowest-priced hearing aids on the Health Plan's formulary.
  Out-of-Pocket Estimates:
  Although we strive to provide the most accurate estimate of your out-of-pocket expenses, these figures are estimates. The final costs can only be determined once the claim is processed by your health plan.
  Return Policy:
  You have the option to return the hearing aids if you choose not to proceed. The return must be completed by January 27th to avoid further financial obligation.
  Next Steps:
  If you wish to return the hearing aids, please contact your provider to initiate the return process. Additionally, if you prefer to keep the hearing aids but need assistance with the payment, please contact our billing department to discuss setting up a payment plan.
  We sincerely apologize for any inconvenience and are committed to assisting you. Please feel free to reach out to your provider or our customer care team at [phone number] or [email address] for additional support.
  Thank you for your understanding.
  Sincerely,
  **** ********

  Customer Answer

  Date: 01/24/2025

   I am rejecting this response because: You state the deductible information as if my deductible was not checked twice before I received the hearing aids. Also I was shown at least 4 different hearing aid options with different price points.  so are you saying that even if i chose a different/cheaper hearing aid my co-payment would still have been over $500? This makes no sense to me. The co-pay, if any should be based on the cost of he devices. And still both times it stated that I did not have a co-pay/deductible. Why would you say it was $0 but there was a possibility that there could be a co-pay?  Had I known that it would be so high I would not have ordered any hearing aids via Amplifon and would have went for an over the counter option somewhere else since I do have hearing loss in both ears.  Now I have been using these since November.  i have had adjustments and they finally work well and you say oh just return them.  That is not customer service.  I also don't see how you can NOW say there is always a possibility after the claim is processed that there would be an expensive payment owed. i could understand if you said it was say $100 and it was off by 25 or 30 dollars but from $0 to over $500 is a huge jump that should have been provided before the devices were ordered.  This still smacks of defrauded people especially Seniors. It is wrong to let them have devices and hen take them away because they do not have large incomes. What will you do in the future about this? Continue as is? One person in billing told me it was a glitch. Which is different from what you are reporting here. 
  
  
  

  Business Response

  Date: 01/30/2025

  Dear Ms. *************** mission is to empower people to rediscover all the emotions of sound, and we strive to provide excellent customer care. We recognize that an error was made in estimating your out-of-pocket costs, and we sincerely regret this miscommunication.
  Insurance Coverage & Out-of-******************************* plan does not require a co-pay for hearing aids, but it does require you to meet your deductible and/or pay coinsurance before benefits apply. While meeting your deductible is necessary, it does not change your total out-of-pocket expense. The amount owed reflects the portion of your coinsurance that remains unpaid.
  We regret that your specific out-of-pocket cost was not properly communicated at your visit. Your insurance benefit is based on a set deductible and/or coinsurance amount determined by the plan you chose at enrollmentnot the price of the hearing aids. While we strive for accuracy in initial insurance verification, all costs remain estimates until your claim is fully processed. The error in your cost estimate does not change how your plan works and will not result in an adjustment to the amount owed.
  Options Moving Forward:
  We want to provide flexibility in resolving this matter. You may choose to:
  Return the Hearing Aids: If you do not wish to proceed with this cost, you may return them for a full refund. To accommodate this issue, we are extending your return deadline to February 14, 2025.
  Set Up a Payment Plan: If you wish to keep the hearing aids, we can assist in setting up a payment plan for the remaining coinsurance amount.
  Next Steps:
  Please let us know how you'd like to proceed, and we will assist you.
  Sincerely,
  **** ********
  Director, Member Care
  Amplifon Hearing Health Care

• Initial Complaint

  Date:07/26/2024

  Type:Order 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.

  Purchase of Hearing Aids that the company I worked for, confirmed was the only provider (Amplifon) that I could use to obtain required hearing aids. I went through the process that they ************ required for me to obtain Hearing Aids. They approved the hearing aids thru Amplifon, and sent me to the Amplifon Hearing Office to get fitted for hearing aids. I had 6 training/fitting sessions with the Amplifon Hearing center. I followed the specific instructions given to me from my employer ************. Amplifon provided fitting sessions, and worked with me on several office visits to get the hearing aids to address my hearing loss. They only gave me 6 office visits to make sure that these would fit me and correct my hearing loss/provide the required device to allow me to hear.Cigna confirmed that Amplifon was the only *** they would allow me to use to obtain hearing aids. I rec'd a phone call from *********** while I was out on FMLA with a medical emergency, telling me that I was being terminated from my job. Soon after, I rec'd a bill from Amplifon Hearing Health Care, that I needed to pay ******** for the hearing aids provided by my employer, Cigna.I replied to Amplifon that I was no longer employed with Cigna, and could not pay $3000.00 for hearing aids that were covered under my healthcare through Cigna Corp.I also provided a solution to return the hearing aids, and Amplifon refused to take them back, because they were 'used', and could not be returned. At this time, ***** is responsible for paying the $********, for the pair of hearing aids that were fitted for my hearing loss.I just rec'd a 2nd bill to pay for the hearing aids, which were just under ******* on the last bill they sent, and now they just sent me a 3rd bill, for an amount due of *********.Not sure if ************ or Amplifon Hearing Heath **** are the crooks here, but I was employed when I ordered the hearing aids, which were covered by Cigna Corp. Cigna Owes Amplifon!

  Business Response

  Date: 08/08/2024

  Dear *********************,
  Thank you for bringing your concerns to our attention through the Better Business Bureau (BBB). We take all customer feedback seriously and are committed to addressing your issue.
  Due to the involvement of Protected Health Information (PHI) in your situation, we are unable to discuss the specifics of your case publicly. To ensure your privacy and confidentiality, we will be responding to you directly.
  Please expect to hear from us shortly, as we work to resolve your concerns. 
  Thank you for your understanding.
  Best regards,
  *************************
  Director of Member Care
  Amplifon Hearing Health Care

• Initial Complaint

  Date:08/16/2022

  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.

  H333135313637343038**H I purchased hearing aids through my doctor manufactured by this company. I was told my insurance would take care of one hearing aid which costs $1000. Then I received a bill for $2400 for one hearing aid. I decided to return the hearing aids. H3231303737**3431**33H has not returned the $1000 to me. They won&#**;t even send it to my insurance company. They keep telling me the refund is on its way.

  Business Response

  Date: 09/27/2022

  ***************************** never paid Amplifon Hearing Health Care $1000, thus no refund is due to *************  The hearing aids were returned and we refunded the ******** Advantage plan - Essence, who paid Amplifon $1000.