ComplaintsforCustom Hearing Solutions Audiology and Hearing Aid Technology

• Initial Complaint

  03/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My father signed a contract with Custom Hearing Solutions on 12/12/23 with the understanding that he had a no obligation 30 day trial of hearing aids. He received the hearing aids on 1/4/24. He was unhappy with the fit and the hearing quality and returned them on 1/25/24. He was then sent a bill for a 20% restocking fee ($899.60) which was never mentioned prior to signing the contract. The company comes to my father's retirement community regularly, so he hadn't questioned their reputation and honesty. I contacted the sales rep and spoke with the owner and they both claimed that the contract "very clearly" states that his hearing aids were not returnable and they were doing him a "favor" by allowing him to return them for the 20% restocking fee. Upon close inspection, the contract does state that custom hearing aids are "non-cancellable" but it is in the fine print which is not at all obvious to an 87 year old (that was told repeatedly that there was no obligation and that he could return them in 30 days.) They failed to make clear to him that the CUSTOM hearing aids, that they of course talked him into, were not part of the 30 day trial hearing aids that were mentioned numerous times in the sales pitch. I feel this company is taking advantage of the elderly, hearing impaired residents living in retirement communities. Unless they change the way they present their sales pitch, and are very clear about what the residents will be charged; I don't think they should be allowed in any retirement facility. We sent a check for $449.80 which is 10% of the purchase price in the hopes that the owner would consider this to be a fair resolution of the misunderstanding between what the sales rep presented, and what my father understood to be a free trial period. Sincerely, Barb Cordwin

  

  Business response

  03/20/2024

  I do not believe the attached agreement is something that should be posted publicly in the response as it has some of the patients sensitive information like phone number, address signature etc. I wanted you guys to see it so you could see that it's clearly stated. That is the reason for the review so you can remove that before posting publicly for the patients privacy.

  Customer response

  04/09/2024

  Our family is still dissatisfied with Custom Hearing Solutions. We feel strongly that the sales tactics used were unprofessional. Our parents would never have signed the contract if they had been clearly informed and understood the terms of the contract, and that this was NOT a trial period and that the hearing aids they were ordering were NON RETURNABLE, and that they would owe a 20% restocking fee ($900) if they were unhappy with them and returned them. The fact that the company states they are willing to work with us to "change the style of hearing aid at no cost" is misleading. Their idea of "no cost" means nothing in addition to the original $4500 they charged for the hearing aids he ordered (which were returned before the 30 days period that he understood to be a trial period). 

  Our main goal in filing this complaint is to protect other seniors from falling for this "bait and switch" tactic. The company's sales representatives start out talking about free trials and no obligation contracts and then convince patients that they need "custom" hearing aids (which are not returnable and are not eligible for the 30 days trial period). We suspect there are many other dissatisfied customers in the retirement communities that they service, that are just too embarrassed  to come forward and admit that they were taken advantage of and signed a contract that was not explained properly.

  It is our hope that Custom Hearing Solutions will change their sales tactics and be more transparent and upfront with customers about what exactly their costs will be and what the contract involves. 

  As stated earlier, we have already paid the company a 10% restocking fee for the returned hearing aids, which we feel is a reasonable compromise, considering how the company misrepresented the contract to our parents. 

  

  Business response

  04/10/2024

  We understand your position on this and hope that we have provided enough information in our previous response so you have context from the practice side as well. We have also submitted your recommendation for review to see if there is any additional documentation we can or should add to our process regarding the trial and exchange period offered for custom products. 
  

  Please feel free to contact our clinic if there is anything we can do to assist you or your father.
  

  Custom Hearing Solutions

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A tech at Custom Hearing Solutions did a hearing test on Sept 11, 2023. He said I needed hearing aids. I purchased the pair he recommended, costing $4,855.00. He told me I had 30 days to try them and return them if not satisfied. He made no mention of a re-stocking fee! Not happy with the aids; I returned them on Sept 27, 2023. I was then advised that there was a 20% restocking fee. I was told it was in the contract. Sure enough, it was -- in the fine print! Other aid merchants do not require a re-stock fee. But more than that, It seems like a catch-you-scam, not to mention a restocking fee, especially if it is as hefty as nearly $1,000.00. I feel "taken." I would like to have the fee removed and the bank that carries the paper to stop contacting me. I don't recall the name of the tech; his signature on the contract is illegible. His license number. is *******

  

  Business response

  01/29/2024

  First, I'm sorry that *** **** feels the way he does. 

  I spoke to our Specialist and he stated that he clearly explained the Restocking Fee to *** ***** Our specialist also stated to *** **** that we were willing to apply the Restocking Fee to another pair of Hearing Aids of his choice. *** **** is correct that this is also explained in our contract that *** **** signed. The Hearing Aids that we make our Custom Made and his return was well outside our return limit. 

  I will also extend the offer to apply the Restocking Fee to another pair of Hearing Aids for *** ****.

  Sincerely,

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

  Director Operations

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased new hearing aids from this company. Received them two weeks ago. Upon returning today for adjustment etc, I was informed there is no one on staff to help me. All I received was an "I'm sorry" and was given an appointment two weeks out. I've looked for a way to contact the company other than the office to get help. No other contact information was on their website. This is the reason I'm contacting this office. The hearing aids are ultimately useless to me because they have lots of static, echoes, & causing some ear soreness. I cannot get them fixed for two weeks. I find this unacceptable as I need the hearing aids to do daily activity of living. I'm not a crank or have buyers remorse. I'm sincerely looking for help. Thank you. Carol ****.

  

  Business response

  12/01/2022

  Business Response /* (1000, 9, 2022/10/25) */ Our deepest apologies to our customer for the inconvenience our staff changes may have caused them. I personally gave them a written and verbal apology when the visited our office last week. I also gave them Gift Cards to favorite local business that we support in the area as a treat to help brighten their day. The customer met with our Specialist and they resolved/corrected the issues. Consumer Response /* (3000, 11, 2022/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I went to the appoint (10/19) made after no one was in the office. I was met by a gentleman. He introduced self as Felix, but did not say who he was. He verbally apologized and gave to me a written note and two gift cards for retail stores for my inconvenience. This was a very fine gesture, but did not solve the problem. The hearing aid specialist made some adjustments. While she was doing this, I inquired about returning the hearing aids. She informed me that there is a return fee of **%($***). My question is "what has happened to the satisfaction guarantee?" The woman continued to make the adjustments and all seemed we. I left. Two days later I was experiencing some of the same issues of discomfort. I have an appointment for 10/27 to return. ' Consumer Response /* (3000, 14, 2022/11/01) */ I spoke with hearing aid tech about returning the hearing aids 10/26. She told me that only the owner, Lee can ok the request. She said that he would call me. It has been 7 days. I have not received any calls from him. I called the office today, 11/1, to inquire why I hadn't heard from him. The receptionist said she would give him the message. I questioned about Lee's full name & was told "just Lee". Is there some secrecy in this company about ownership? Carol **** Business Response /* (4000, 16, 2022/11/09) */ I spoke with Mrs **** and resolved the issue. She will come by our office on Thursday (11/10) to finish the process. Thanks!

*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. ↩