ComplaintsforBeltone South

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After returning the hearing aid, we STILL have not gotten our money back. We were told we'd receive the refund in 45 days - it's been over 75 days! In Jan 2023, Dad just wanted a hearing test but Mr. M***** encouraged him to try their hearing aid & said if he wasn't satisfied, he could return it & get a full refund. So my dad ordered the hearing aid on 1/20/23 & charged $5,539 to his CC. The hearing aid didn't work for Dad -- Mom/I thought his hearing was worse & his ****** hearing aid worked much better. Dad wanted to return them but Mr. M***** insisted my dad give it 45 days & make some adjustments - my dad made 3 more office visits. Hearing aid still didn't work for him - Dad returned hearing aid on 3/14; also got a shock - no full refund, losing $554 due to "restocking fee" which they were not informed about! After the 45-day wait & no refund on their CC - they chased Beltone via emails & repeated calls over several wks - no answers on when they'd get their refund. So ~75 days later, Dad asked me to be his advocate - I emailed Mr. M***** & said I'd write to the BBB & other review sites - immediately got an answer. They "said" they just processed the CC refund & it'd take up to 24 hrs to reflect on my parents' CC. Mom called the CC company the next day - no refund. I informed Beltone - now they said it'd take 2-3 business days! Mom contacted the CC company on Day 3 - no refund. This experience has caused UNDUE STRESS on my elderly parents. My parents just want their $5,539 back! Their refund is 75 days overdue!! Is it their business practice to delay refunds, hold onto people's savings as long as they can, maybe hoping the elderly forget or give up chasing in frustration. I'm writing this to warn others that a "free trial" is not free, think twice about trying their hearing aid, an unwritten 10% restocking fee you won't get back, & you may never see your refund. Beltone, please improve your business practice to refund customers immediately.

  Business response

  06/05/2023

  We sincerely regret the delay in refunding the money due and refunded the money back to their charge card last week.  Any delay in receiving it is just a matter of their bank posting the transaction.  We also called and emailed copies of the transaction  to the *****s daughter ****.

   We have sincerely apologized for the error and the delay.  We stand on our reputation of being honest and trustworthy and we take this failure seriously and have sincerely and whole-heartedly apologized.

  Our contracts clearly state the policy of 45 days and the restocking fee.  

   

  Customer response

  06/05/2023

  
  Complaint: ********
  I am rejecting this response because:

  My family accepts apologies and glad the paperwork was finally done to issue the refund. However I'd like to get your commitment that for your future customers, you will add to your business practice to verbally let your customers know about the 10% restocking fee - you know very well that most do not read the fine print. Also I'd like your commitment that you'll issue your refunds in a timely manner to avoid the undue stress of the elderly having to chase you to get their money back. I'm glad my parents have an advocate to step in. Please make the customer experience positive for your unsatisfied customers too. 

  Sincerely,
  **** ****

  Business response

  06/06/2023

  ****, as I said, it is never our desire to have anyone unhappy with us or in the case of your parents, any undue stress.  We fell short of our mission and goals and we apologize.  We also have a policy in place that the contract is to be verbally reviewed with the patient including a verbal review of the 45 day trial and return and restocking fees.   I am going to investigate the initial appointment to see if this occurred or was missed with your parents.  You have our commitment to work harder at making sure this is never abused or absent.  Nor do we make a practice of delaying payments on returns.  We have in place a system to make sure this happens in a timely manner and I am currently reviewing the system in hopes of improving and preventing this kind of error.  I hate it when we fail to live up your and our expectations. My staff hates it when fail to leave anyone feeling negative about us.  I can only promise that we will do our best to ensure our systems prevent problems of this sort and I personally promise to lead this effort.

  Sincerely,

  Perry

  Customer response

  06/06/2023

  
  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.

  Our goals were met - to get the money back for my parents, and also ensure their business changes their practice to verbally mention the 10% restocking fee and also immediately refund their customers. I'm glad to hear Perry will be investigating the Knoxville office practice. Hope they will improve their customer service for other customers. 

  Sincerely,
  **** ****

• Initial Complaint

  01/24/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Way too many advertisements being sent, borderline harassment. Please remove me from the mailing list.

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2022/01/24) */ We apologize for any inconvenience. I will take care of this ASAP. Again, our deepest apology. Consumer Response /* (2000, 7, 2022/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) thank you very much

*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. ↩