ComplaintsforSivantos, Inc.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I have had these SIGNA hearing aides that I got through Mid *********************** in late 2019. These hearing aides gave me nothing but problems having to have something fixed on them every 5 months which is crazy. The quality was horrible. I am faced to get new ones and I am going online because my warranty is up and I cant afford the amount that you are charging to fix them. The hearing adies were 3000. to begin with and my insurance paid half and I had to pay half. I have also spent 200 in batteries also. The hearing aides are this model number and serial number CIC INSIO #NX 113/***** R MC.. The serial ***** is **********. I am basically looking to get my 1700 dollars out of pocket back. These aides were horrible ad even with the soumd I had it did not always work. Now the hearing aides are pretty much done. They no longer work and I am tired of fixing them when they don't do much. What a waste fof money. I am wanting my 1700 back or we can go to small claims court and you pay the entire fees for everything. Thank youm for your understanding in the matter. Comepletely disappointed.*******************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  6/20/21 - purchased a siemens A3 Versicharge AC. Had problems with it not starting to charge to sometimes would not complete the charge. Worked with Siemens support but they did not provide any resolution. In fall of ********************************************************************************* use any features of the app. Started a new ticket with support on 1/22/23 (******** Ticket). Calling support was never any help. Was always supposed to get someone to call me back but they never did. Got messages to restart the charger and delete the existing account. Nothing resolved the issues. 2/28/23 got RMA to get a replacement unit sent out, but they did not have any in stock. Sent emails every 3-4 weeks on status of getting one in stock. They responded the first 1 or two times that no stock yet. The last 2-3 weeks I have sent several messages and they are not responding anymore. I do not understand how the manufacturer can not have any in stock for this long. If they cannot repair or replace the unit then I am asking that they refund what I paid so I can get something different.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *** ******* ********** ********** ** ********** ******* ****** in Crossville, TN, sent my mother’s hearing aids to Signia/Sivantos in New Jersey for warranty repair in late October 2022. When the factory could not give information about when the hearing aids would be repaired and returned - after 6 miserable weeks for my mom, I contacted the Signia factory on 12/5/22 and spoke with Cathy in Consumer Relations. She was sympathetic and said she would look into it. Several phone calls later and after the passage of another month, I spoke with Pam in Consumer Relations last week. She said my mom’s hearing aids had been lost and she was going to ask her manager and the director to authorize an expedited replacement pair. A week later (on 1/17/23), Cathy cannot tell me when the replacement pair will ship. My 91 year old mother has now been without her hearing aids for 11-1/2 weeks. This is completely unacceptable and has severely affected my mom’s quality of life. It’s not okay to lose a customer’s hearing aids and keep both the local hearing aid company, my mom, and me in limbo for months, only to find they are lost. It is even worse to say they will replace them, yet not be able to give a date when the replacement will ship. It shouldn’t be that difficult to put a new pair in a box and ship them. If it is, then Signia should offer a full cash refund so my mother can get the hearing aids she so desperately needs. My mom paid $4188 on 7/28/2020. The Signia case number is ***********  The hearing aids they lost are: Model Ear Q C65XB6 Serial # ** ***** (right ear) Serial # ** ***** (left ear) Signia contact ###-###-####

  Business response

  02/07/2023

  We contacted the customer to apologize and expedited the repair order to their hearing care provider.  Follow up was made with the hearing care provider and the customer.  We also extended the warranty to cover the extended time without her hearing aids.  Customer was satisfied and working with hearing care provder to schedule an appointment for return of her aids.

  Customer response

  02/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 because my mom finally got hearing aids back after waiting three long months.

  From internet research, I found that Sivantos was acquired and Signia (both part of WS Audiology) recently closed their New Jersey factory and moved it to Mexico.  Clearly, these two events have had a big negative impact on their ability to take care of warranty repair claims.  I called customer service 6 times and the local hearing aid specialist also contacted them numerous times.  It shouldn't take a BBB complaint to get Signia/Sivantos to finally take care of my mom, especially considering their product is hearing aids.  The ability or inability to hear has a huge impact on the mental and emotional health and well being of their customers.  I certainly hope this complaint helps motivate them to put procedures and policies in place to improve their response time.
  
  Regards,
  
  ***** ****** 

*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. ↩