Business ProfileforZounds Hearing

On December 9, 2020, the Better Business Bureau (BBB) initiated an investigation of Zound Hearing’s business practices. This investigation was prompted by a large volume of complaints received by the BBB. Consumers alleged through their reports to the BBB that they are experiencing issues with the product within a year of purchase. Some consumers also reported a poor customer service experience as many inquiries go unanswered and consumers are unable to exchange the product.

On December 9, 2020, BBB sent the company a Bussiness Practice Inquiry through email to request the following information:

-Information on how and/or where consumers can communicate with the business and/or submit complaints
-A list of all current locations and the phone numbers
-A copy of the 30-Day Free Trial Policy
-An address used for the returns and exchanges

In addition, BBB advised the business that a Privacy Policy should be included on their website since the business is collecting sensitive information from customers. Advertisers must post a privacy policy per California law if the website is collecting personally identifiable information from customers. 

BBB did not receive a response.

Additionally, BBB requested Zound Hearing to substantiate, modify, or discontinue advertising claims made on their website (https://www.zoundshearing.com/corp/) that read:

"VIZARA company price: $1499 per aid; MSRP: $2,999 per aid, SAVE $1500 off MSRP Per Aid"; "unmatched sound quality".

BBB’s Code of Advertising Section 1 Basic Principles of the Code states advertisements should be truthful, sincere offers to sell. Advertisers have a responsibility to have substantiation for all claims made and should be able to provide that substantiation upon request. BBB’s Code of Advertising Section 2 Comparative Price, Value and Savings Claims states when comparing prices to one’s own former selling price, current price of others, list prices, wholesale prices, or to items which are imperfect, it is important to make sure that consumers have all the necessary information to make an informed purchase. In addition, when offering a price match guarantee, the offer should be made in good faith, include all necessary information to take advantage of it and not place an unreasonable burden on the consumer who wants to take advantage of the offer.

As of February 23, 2021, the business has not responded to BBB's request