ComplaintsforHearing Health

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of Hearing Aids Signia Insio Charge&Go 7AX ITC (V5259) in the ear for $3,950. on 1-31-2022 and picked it up on 2-11-2022 invoice # **** with 75 days option to return the hearing aids. On 3-14-2022 I did returned the hearing aids back and exchanged for over the ear Signia Pure Charge&Go 7AX (V5261) and I was told that the 75 days returned policy start on March 14, 2022 per attached documents. I picked up the new aids on April 14,2022.and on May 16,2022 I attempted to return the hearing aids as the right hearing aid was not working it's was due to ear wax built up I was then given 2 set of cleaning tools however I did not received cleaning tool when I first picked up the new hearing aids on April 14,2022.I was told that I was beyond the 75 days returned policy and cannot return the hearing aids but the attached documents said differently.

  Business response

  06/03/2022

  This is an unfortunate situation. ************ law only provides hearing aid purchasers 30 days to return or exchange hearing aids. Hearing Health provides an extraordinarily generous 75 day Return/Exchange policy in writing on the state required Purchase Agreement. At the time of purchase, clients are informed of the 75 day policy and that if they want to exchange for a different make or style, it must happen inside that 75 day window. This is because the manufacturer of the aids will only refund our cost to us if we return them within that time frame.

  Given ***** got her original aids on Feb. 11, 2022, that would give her till May 11 to return or exchange them. She decided she wanted to get a different style so we returned the originals and delivered the new ones on March 14, 2022. On May 16, 2022 she requested a refund. Sadly we had to inform her that she was 5 days too late to do that.

  Unfortunately, our patient management system required we fill out another Purchase Agreement when we delivered the second set of aids. This led her to believe she was entitled to another 75 days from the delivery date of her 2nd set. This is despite the fact that we made it quite clear at the time that the Return/Exchange Policy begins at the purchase of the original aids, and does not start anew when aids are exchanged for something different.  I know her motivation to return the aids had nothing to do with any failure on our part or the hearing aids themselves. She made it very clear her motivation was financial. She shared with us that she recently learned she had breast cancer and was afraid of what cancer treatment would cost her. Unfortunately, for us to make an acceptation to our policy would have cost us about $2500 (our cost from the manufacture for her aids) plus about 6 hours of our time with her.

  Customer response

  06/08/2022

   
  Complaint: 17247100
  
  I am rejecting this response because:

  Im filing this complaint as Misrepresentation from Dealer per documents first and 2nd were signed and dated for 75 days returned policy that I was denied 
  On May 16, 2022 appointment regardless of my personal situation is not the reason for the return.  
  It is the contracts that is legal and binding and the cost to return the hearing aids is $250. not $2,500.  I believe the contract needs to be revised upon the 2nd replacement for 75 days return policy options since it is inaccurate.
  
  Sincerely,
  
  *************************

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