Purchased device on 11/29/14 received device on Dec 1, 2014. Called on 1/23/2015 to obtain RMA. Called agin on 1/26/15 to speak with rnt dept.
On nov 19, 2014, I purchased a hearing aid phonak quest 5sp two channel digital PHO5SP , order number XXXXXXXXX. Purchased with Amex card ending in 2003. I received the device on December 1, 2014.
I purchased it for my mother who is 91 years old and has profound hearing loss. We sent in her audio gram and the company programmed the hearing aid. Unfortunately the hearing aid did not work after several weeks of trying to adjust to the device.
I called on jan 23 to obtain a RMA to return the device, which was in the 60 day return window . I called again on Jan 26 still within the 60day return policy and I received an email stating that the time has elapsed. As of jan 26 the total amount of time calculated from time of delivery is 57 days.
The company will not allow me to speak with management nor will they provide a telephone number.
I want a refund since it is still within the 60 day return policy.
I want my refund of $262.06
Hear-Better.Com offers one of the longest return periods in the industry. We have to cut returns off at some point and we chose 60 days from the date of purchase for the following reasons. After 60 days Hear-Better.Com is permanently obligated to pay its advertiser and credit card processor up to 20% of the purchase price.
Mrs. ********* purchased a hearing aid and batteries on 11/28. We programmed it and shipped it within one business day as promised. Mrs. ********* requested to return the hearing aid on 1/26 on day 60. We did not issue a RMA because our return policy in our terms and conditions (in paperwork sent to customer and online), agreed to by the customer, states returns must be in our possession within 60 days of the date of purchase.
Mrs. ********* had no intention of resolving this issue via the BBB. Before filling this BBB complaint she had already filed a charge back through her credit card issuer.
We are willing to resolve this issue by refunding Mrs. ********* 75% of the purchase price of the hearing aid because of the Advertising, Credit Card Processing fees, and the processing fees we must incur because of her tardiness. Minus a $20 fee that PayPal charges us on charge backs. Mrs. ********* must: 1. Return the hearing aid in as received condition with all accessories, manuals and packaging, 2. withdraw the charge back.
Once this is done we will refund 75% - $20 of the price of the hearing aid and we will not send her account to collections per our terms and conditions.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because of the following reasons:
There were several attempts to contact the dept that handles the returns. I called on Thursday 1/22 (day 54 from date of delivery) spoke with Kelly, informed her that I needed to send back the hearing aid because it was not working. She stated that she will have to send a message to the dept that handles the return. Called on Friday Jan 23 (day 55 from date of delivery) spoke with Ashley, was told the same thing, she also stated that it takes 1 business day for them to respond. Called again on Monday 1/26 (day 57 from the date of delivery) spoke with Ashely again. And she told me again that she will send a message to the department that handles the return. I finally received an email stating that they will not send a RMA because the "return window expired 2 days ago". Every attempt was made to obtain the RMA and your department never responded until Monday Jan 26, the day of said expiration date.
You can not speak to what my intentions were. Your response stated that I contacted the BBB after I received the charge back. In fact I filed my compliant on Jan 26, 2015 before I was issued a charge back from American Express. I called American Express on Jan 28, 2015. All of my actions with several attempts of calling to receive the RMA, indicates that I, in good faith tried to return the product within the 60 day return period. I would not go through great lengths, in filing a complaint, If I had no intentions of resolving the issue. Had I received the RMA when I initially called on Jan 22, 2015, this will all be an issue.
I called on Jan 28 to better hearing and spoke with Kia to inform the company that I want to return the hearing aid and didn't understand why I was being charged $1310 for a device that cost $262. She informed me that she understands and that she will try to help me and she would refer me to the returns department. I was placed on hold and she came back on the line and told me that the person that could help me was not available and his name was Ty, and that he would call me ASAP and I never heard back from Ty.
I called American express when I received an email from you (hear-better) stating that I will be charged $1310 on Jan 28, 2015. Because the company representative was ineffective/non-responsiveness to my concern, I called American Express and they issued me a charge back of $262.00 on Jan 28, 2015
This is elder abuse and will be reported to my congress person and the dept of justice. If this was stated when the purchase was made, then this could have been avoided. And there was no terms and agreement sent with order. How can you start the 60 days from time of order? Let's say the item was not delivered until 2 weeks later, is it ethical for you to charge the time from time of order? I think not. None of these details were discussed at time of order.
American Express will be sending me a return label at my expense; you will receive your product soon. I will also forward a copy of all messages to my attorney and the Justice Department to formally file a complaint.