Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered and paid for hearing aid..now no one knows about this purchase and wont respond for my desire to cancel my order and return my money..I dont think they are professional enough to conduct a business and provide a quality productand they wont respond in a professional wayI want the order cancelled and my money returned to..thank you

  

  Business Response

  Date: 12/16/2024

  Hi *******,
  
  This is ***** from Audien Hearing.
  
  I saw the BBB review you left and I wanted to make sure you're taken care of. You mentioned that you'd like to return for a refund and haven't received any reply from us. First off, we are sorry to hear that the hearing aids you purchased is not as you expected. I'm happy to help you through this process. Can you tell me the reason you'd like to return? From there, I can send over a return label.
  

  Kindly check your email & I'll be waiting for your reply.

  
  *****
  CX Sr ***********

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  they offer a 45 day day policy if you're aren't happy with the hearing aids. Well I'm trying to return them but they won't answer emails or phone calls. The 45 days is almost up and if the hearing aids don't reach them by the 45 day deadline they won't refund me my money. I paid for the hearing aids $269.28 then paid $54.06 for a warranty.

  

  Business Response

  Date: 12/06/2024

  Hi ******,

  This is ***** from Audien Hearing. 

  I have been exchanging emails with you since yesterday and have sent you the prepaid return label. I'm sorry to hear that the Atom Pro 2 did not work out for you. I wanted to find the right options for you which is why I offered a free upgrade our Audien ION BTE. I totally understand if this is not an option right now.

  Kindly check your email and If you require immediate support or have questions, please reply to this message, and I will prioritize your request.
  

  *****
  CX Sr ***********

  Customer Answer

  Date: 12/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ****
  
   
  

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the A-Atom #*** 877 on Aug 28, 2024. The aids would not stay in my ears. My canals are quite small. Even tried them with no flexible guard on them. No better. Called ***************** on 9/13/24. Talked to a nice fellow who said Audien would refund $189.00 to my acct. Thus far no refund. Its been way too long.

  

  Business Response

  Date: 12/05/2024

  Hi MaryWade,

  This is ***** from Audien Hearing. I hope this message finds you well!
  
  I saw the review you left us and I wanted to make sure you're taken care of. You mentioned that you ordered AATOM-****** (Atom 2) on August ******* and returned it since it did not fit your ears. As per checking our system, I can confirm that we have refunded you for the full amount of $189 to your original payment method on 09/19/2024.
  
  If it has been more than 10 business days, we kindly ask that you check with your credit card company to confirm this transaction.
  
  I hope this helps! If you require immediate support or have questions, please reply to this message, and I will prioritize your request.
  
  *****
  CX Sr. ***********

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Atom Pro 2 that was first purchased sometime in September 2024 was defective. There is an echo sound during use, feedback, and noise that no amount of adjusting helps. I called and emailed to return the product since it is within the 45-DAY MONEY-BACK GUARANTEE AS ADVERTIZED BY ******. However, Goldi talked me into exchanging into Ion OTC Hearing Aid CX 2, an upgrade that is more expensive but I am getting for free and has the same original terms as the one purchased before. I have to pay only $100 for the second pair. The upgrade is similarly not good. For one, the mode adjustment when pressed has no sound on the left side. The second pair was not open. Although I placed numerous emails for returns, return labels, and reimbursement I got no positive results/response. I believe that these hearing aids are being forced on customers and the AD for 45 days return policy is intended to deceive. The Atom Pro and the Ion OTC are not for me. I've repeatedly expressed that to customer service yet they keep on routing me to the *********** that will help me with any help /question. I just hope that my issue will favorably be ************* so dissatisfied customer

  

  Business Response

  Date: 11/26/2024

  Hi Virginia,
  
  This is ***** from Audien Hearing. I saw the review you left us and I wanted to make sure you're taken care of. You mentioned that you purchased Atom Pro 2 last September 2024 which was defective. You were assisted by **************** & you were offered an upgrade to the *** which also did not work out for you. You sent us several emails requesting for a return label & asking for a reimbursement to no avail. I'm sorry about your experience. You're absolutely right, we offer a generous 45 day return policy. I just sent you an email with the prepaid return label. 
  

  
  If you still require support or have questions, please reply to this message, and I will prioritize your request.
  
  
  *****
  CX Sr ***********

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2024 I ordered two pairs of hearing aids. Pair #1 was Audien Atom 2 aids; Pair #2 was Atom Pro 2 aids. They arrived in separate shipments, #2 arriving first and #1 a few days later. I used them alternately for almost a month until one-half of Pair #1 simply died. By that I mean that although its battery status showed charged it would not turn on at all -- dead. I reported this to Audien and they sent out a replacement pair. While waiting for the replacement to #1 to come, Pair #2 likewise died. Again I reported to Audien, again they sent out another replacement pair.When #1's replacement arrived (It shall be #3), it worked fine. When #2's replacement came (#4), after charging overnight I put them in and one of the units died in 4 minutes. Once again, I called Audien; they sent a replacement for #4 (#5). Then, #3 died after I had it one day short of a month. I ordered a replacement (#6).#5 lasted three weeks, failed. Ordered replacement (#7). #6 lasted a month and a day. I ordered a replacement (#8).#7 lasted 28 days and died; #8 died after 29 days.I am now in contact with Audien, and they are insisting I return my failed units before they will ship replacements; I am insisting they send the replacements before I return the defunct ones in case I need them as evidence (and this is what they have agreed to every time in the past). I have repeatedly asked to speak with an actual Audien representative, but so far they insist I speak only with their outsourced "customer service" department, who will not identify themselves or Audien company officers or managers.

  

  Business Response

  Date: 11/26/2024

  Hi *******, 

  This is ***** from Audien Hearing! I spoke to you yesterday about this and as discussed over the phone, we have created a replacement for you with order number #******. Kindly refer to Jasmine's email, please. She also sent you a prepaid return label for the current Atom Pro 2's that you have, that will be sent to our ***************** Team so they can check it further.  

  If you still require support or have questions, please reply to this message, and I will prioritize your request.

  *****

  CX Sr ***********

• Initial Complaint

  Date:11/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS COMPANY IS A SCAM. BE WARNED.

  

  Business Response

  Date: 11/18/2024

  Hi ******,
  
  This is ***** from Audien Hearing. I hope this message finds you well!
  
  I saw the BBB complaint you left us and I wanted to make sure you're taken care of. You mentioned that our Company is a scam. You also don't seem to have an account with us. If you require support or have any questions, please reply to this message, and I will prioritize your request. 
  
  
  *****
  CX Sr. *******

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to get the hearing aids I purchased returned back to Audien for a credit on my **** card.I have sent 2 emails and left my phone # as no customer service **** pick up the phone when you call. I need a merchandise return # and return label or address where to send these back.

  

  Business Response

  Date: 11/18/2024

  Hi ****,
  This is ***** from Audien Hearing. I hope this message finds you well!I saw the BBB complaint you left us and I wanted to make sure you're taken care of. You mentioned that you're trying to return your Atom Pro 2 back to us but was unable to reach us despite sending 2 emails and giving us a call.
  
  
  I'm sorry to hear about your experience, please allow me to make this right for you. I'm happy to help you through this process. Can you tell me the reason you'd like to return? From there, I can send over a return label. Kindly check your email and we can go from there. 

  
  *****
  CX Sr. ***********

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year I purchased a pair of Audien Atom pro hearing aids. They failed within 8 months. The company sent me a new pair which have also failed within 6 months. I contacted their customer service on 11/13/24 and was told to try a fix. The representative said she would call back in 3 hours. She never did. I also sent an email which was supposed to have a return response in 24 hours. That was 3 days ago. Their business strategy appears to be ignore the customer until they go away.

  

  Business Response

  Date: 11/18/2024

  Hi *** & *******,
  
  This is ***** from Audien Hearing. I hope this message finds you well!
  
  I saw the BBB complaint you left us and I wanted to make sure you're taken care of. You mentioned that you purchased a pair of Audien Atom Pro last year which failed within 8 months. We sent you a replacement for this which also failed within 6 months. You also added that the representative said she would call back in 3 hours but she never did.
  
  I'm sorry to hear about your experience, rest assured, these are not intentional delays by Audien. I can see an open ticket with **************** and they have been responding to your messages quite diligently. The emails are from both ******** and Alfares. Would you kindly check your email and If you still require support or have questions, please reply to this message, and I will prioritize your request.
  
  
  *****
  CX Sr. *******

  Customer Answer

  Date: 11/18/2024

  The Audien team has made no concrete effort to rectify the problem.  The fix ******** directed me to do didnt correct the problem (hearing aid wont take a charge and is dead).  She promised to call back in three hours and I never heard from her.  Instead, I  received a voice mail from her 3 days later complaining that management directed her mot to follow up with me because they were too busy with other customer calls. In addition, 3 days later I got a email designed to delay a not address the issue.
  

  For the record, the order was placed with ****** under my wife Cynthias name.  The email used might have been hers: ***************************** or ********************** The addresses are either:

  ********************************************* Athol, Ma,01331

  or

  *************************************

  Simply stated, stand by your product, for $189.00 they should last *** **** a few months.

  I hope this clears up any confusion on Audiens part, regarding why they have yet to address and correct the problem.

   

  

  Business Response

  Date: 11/19/2024

  Hi *** & *******!
  
  
  As discussed, I just sent you an email today. ******** also sent you an email with the order number #****** for the replacement to be sent to this address: ************************************************************************;per your request and have attached the pre paid return label on this email as well.
  
  If you still require support or have questions, please don't hesitate to reach out to me directly.
  
  
  *****
  CX Sr. *******

• Initial Complaint

  Date:11/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered on line 2 pairs of Atom pro hearing aids from Audien Hearing to try. with a 45 day money back guarantee, we tried them and we did not like them so I called to send them back and the salesman talked me into upgrading to a more exspensive pair so I ordered them with the same return guarantee so they sent me a return lable to send the 2 Pairs of Atoms back and I sent them back and about a week later I recieved the more exspensive pair and we tried them out and I wanted to keep one pair and send one pair back. I called because I noticed they had not credit me for the first order on my credit card so I called and they said they would not credit me and if I sent one pair back they would only credit me $150 so I said that I wanted to send all of them back and get a refund on all of them and they said they would only refund $300 of the $735 I had paid them so I lwould be out $427.94 and end up with ********** they would not honor the full refund that they offered me online on there website.

  

  Business Response

  Date: 11/15/2024

  Hi *****,

  This is ***** from Audien Hearing. I hope this message finds you well!
  
  I saw the review you left us and I wanted to make sure you're taken care of. You mentioned that you initially had the Atom Pro and you were offered an upgrade to the *** which also did not work out for you. You have returned the ******** in which our warehouse confirmed the return on October 30th.

  The representative who upgraded you to the *** indeed advised you that the upgrade to the *** is refundable within the 45 days in which we will honor. The Atom Pro 2 you also sent back to us. I have just sent you an email right now as well. I hope you can check it when you have time. 

  Take Care,

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been communicating with Audien about the defect in their merchandise. They have not been able to help resolve the issue. I had 45 days to return the merchandise. The merchandise has been returned. I have made multiple requests for Audien to refund me my monies. Please advise. Thank you very much.****** K. ******

  

  Business Response

  Date: 11/12/2024

  Hi ***,
  
  This is ***** from Audien Hearing. I hope this message finds you well!
  
  I saw the BBB Complaint you submitted and I wanted to make sure you're taken care of. You mentioned that you've been communicating with us about the defect of our product & have not received any refund for the returned products. I apologize for the delay on this. I can see that both hearing aids have been returned with the following information below:
  
  Order Number : #******
  Tracking number- 9400111206205400734379
  10/21/24 - Return Received; EV3
  Total : $185.22
  
  Order Number : #******
  Tracking number- 9400111206205411324613
  Total : $53.23
  
  Total Refund: $238.45
  
  I just processed a refund today amounting to $238.45 for order numbers #****** & #****** to your original payment method. Kindly note that it can take up to ************************************************** your account. If it has been more than 10 business days, we kindly ask that you check with your credit card company to confirm this transaction.
  
  I hope we have made this a positive experience for you. If you still require support or have questions, please don't hesitate to reach out to me directly.
  
  
  *****
  VOC- Learning and Development Team

  Customer Answer

  Date: 11/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******