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:07/24/2023

  Type:Customer Service 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.

  On July 5, I purchased a set of Atom Pro hearing aids from Audien. I received them July 12. They did not work for me (my ears rejected them - pain during and after wearing them). I sent them an email on July 17, and got an email saying they would respond quickly. I waited 3 days and did not hear back, so I contacted their "live chat." I have now been waiting 4 days to hear back from my original chat message. I am trying to return the hearing aids for a refund.

  

  Business Response

  Date: 08/03/2023

  Hello ******,
  
  I apologize for the delay in responce, I have emailed you a return label please print the label and send us back the device. One received we wil process your refund.

  I hope this resolves this issue.
  

  Regards, 
  ************;

   

  Customer Answer

  Date: 08/04/2023

  
  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:07/23/2023

  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 purchased the Audien ATOM Pro (order GU31341-Audien) on July 14th.They do not work for me. They are too big, hurt my ears, and do not seat properly in my ears. I Have contacted the Audien customer service,multiple times, explained why I am returning the hearing aids and need return information and return shipping label. Instead of honoring their money back guarantee, they have told me to use them without ear buds, to try to make them fit. This is ridiculous. I cannot use them and need to return them. This customer service is the worst I have ever dealt with. They keep hesitating to send return shipping label and honor their guarantee. I have also called, only to be put on hold and then the call disconnects. I just need to send them back.

  

  Business Response

  Date: 08/03/2023

  ********,

  After reviewing your order I can see you shipped your devices back to ** on 7/23. You will receive a full refund shortly as we received your return on 7/29. Please give your bank normal processing times, you should receive your refund in a weeks time. 

  I hope this resolves this issue.

  Regards,

  Luck

  Customer Answer

  Date: 08/06/2023

  
  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:07/19/2023

  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 company will not initiate a return as advertised on TV and their website. I requested a shipping label to return the product over a dozen times through email, their website, and their chat feature. They will only engage to try to sell a warranty, but stop communicating as soon as you ask for a refund. They say they have a 45-day return window for them to receive the returned product, but they appear to be deliberately slowing down the process of communication so the window will be missed and they will not have to refund the purchase price. There are other BBB complaints for the same issue that I wish I saw before purchasing the product.

  

  Business Response

  Date: 07/21/2023

  *****,

  After reviewing your order I can see you were helped on the same date as this complaint was posted. The return process has been initiated and you were sent a return label. Please print this label and ship the devices back to us as soon as you can so we may process your full refund. 

  I hope this resolves this matter.

  Regards,

  Luck

• Initial Complaint

  Date:07/15/2023

  Type:Delivery 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 Audien hearing aids May 10. They didn't work for me. Emailed them June 11 requesting a return label. Got an automated response they received my request. Now is July14 and I have heard nothing. I want to return them and a refund. Order number ******, my email *******************

  

  Business Response

  Date: 07/19/2023

  ******, 

  A return label has been sent to your email and I have approved an extension of 15 days. I hope this resolves this issue.

• Initial Complaint

  Date:07/13/2023

  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 purchased Audien Atom hearing aids in April 2023 for $174.99. After trying all the differnt sized adapters, I could not get the hearing aids into my ear canals. I called the *************************** to start the return process. The representative explained Audien had hearing aids that fit behind the ear and maybe they might work better for me. I said fine because that was they type I had purchased previously in 2011 at a cost of $2,300 for the pair. The new pair cost was $149.00. I agreed and proceeded to mail the original pair back to Audien by ***** I received the replacement pair of hearing aids and waited for my refund. Earlier this month, I checked with the **** to track the package I sent to Audien. I discovered Audien received the hearing aids I returned on June 12, 2023 at 10:51 a.m. I decided I would give Audien 30 days to issue my refund of $174.99. I called Audien today, July 13, 2023 at 11:30 a.m. asking about my refund. The gentlemen I spoke with said the BEHIND THE *** HEARING AIDS actually cost more than the $323.99 ($174.99 plus $149.00 my payments) I paid. Although he was courteous, he did not apologize for the confusion or seem to want to help me in any way. I understand I should have read more reviews and paid closer attention to what the first representative said during my first conversation with AUDIEN CUSTOMER SERVICE. I have certainly learned my ****** with regard to "ONLINE SHIPPING".

  

  Business Response

  Date: 07/19/2023

  *******,

  After personally reviewing your order I can see the process you were taken through. Also, after reviewing your calls with our team, it is clear a customer service representative notified you of the cost to upgrade your unit. When choosing to upgrade to the *** device, which is normally $499, the upgrade cost from the Atom ($99) is only $149 more. The cost of your original order ($174.97) was due to you purchasing two pairs of the Audien Atom. You only upgraded one pair. I am sorry for the apparent miscommunication but this was communicated in the original customer service call.

  Even so, I will make an exception and refund the total for the order returned ($99). Our practices are not unethical, and we attempt to serve our customers as transparently as possible. I hope this resolves this issue.

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair 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 purchased the hearing aids for over $200 in May, 2023, this year. I bought them for an 86 year old lady, a friend of our family. She used the hearing aids for 4 weeks, they did not work no matter how we adjusted them. I called Audien several days before the 45 day refund period was up and they said it was too late, they would not honor the refund because the item was not in their possession, I told them I could overnight ship to them, they said they would still not honor the refund and if I shipped them back I would not receive a refund, nor would I get the hearing aids back. I emailed the company with my refund request 3 times and never heard back from them. The hearing aids did not work and the company would not honor their money back refund policy. I suggest nobody do business with this company. There is an old saying... "The bitterness of poor quality will long outlast the sweetness of a cheap price."

  

  Business Response

  Date: 07/19/2023

  ****,

  After personally reviewing your order, I have decided to refund you in full. Please check your email for confirmation and give your bank normal processing time to see the funds returned.

  

  Business Response

  Date: 07/19/2023

  ****,

  After personally reviewing your order, I have decided to refund you in full. Please check your email for confirmation and give your bank normal processing time to see the funds returned.

  Customer Answer

  Date: 07/24/2023

  
  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:07/07/2023

  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.

  On 6-7-23 I purchased the Audien Atom hearing aid. I paid $149.00. My order number was GU23020. This hearing aid did not fit because my ear canal was too small. I called customer service and they sent me a return label and refunded my money. I then ordered the *** which goes over the ear. I paid $149.00 for that model on 6-15-23. The *** model came in the mail and was charged on my credit card. The *** model does not fit my ear. I wanted to return this model and get a refund. I called customer service twice and both times ********************** reported there is no record of me ever ordering the *** model. I told them there must be a mistake because I have them and my credit card was charged $149.00. They reported that since there is no order on my account they could NOT REFUND MY MONEY OR SEND ME A RETURN LABEL. I then used the Audien Hearing email app to report my problem. Nothing was resolved doing this either. What I want from filing this complaint against Audien Hearing is a refund of my $149.00 and a return label to send the *** hearing aids back to the company.

  

  Business Response

  Date: 07/19/2023

  *****,

  After reviewing your order I can see you were refunded in full on 6/27/23. Please double check your bank statement as the funds should have been returned. If you are still having trouble finding your refund, please contact your bank or us at *********************************** ************, or online chat.

  Customer Answer

  Date: 07/20/2023

  as stated in previous emails :

  1.  I purchased Audien Atom hearing aid on 6-7-23.

  2.  They did not fit.

  3.  I called and got a return label.

  4.  On 6-30-23 I got a refund for the Audien Atom hearing aids.

  5.  On 6-15-23 I purchased the Audien *** hearing aid to see if they fit.

  6.  The *** hearing aids did not fit.

  7.  I called the company several times.  Each person I spoke with said I did not make an order for the 2nd set of hearing aids.

  8.  I did make two separate orders on 2 different styles of hearing aids.

  9.  I have the *** hearing aids here at my house.

  10.  This confusion must be from an error when placing my order.

  11.  Yes, I did receive a refund on the Audien Atom hearing aids.  NO, I did not receive a refund on the *** hearing aids I have here at my house.

  12.  Id like a refund on my second set of hearing aids and a return label to send them back to the company.

  13.  Thank you

  

  Business Response

  Date: 07/21/2023

  *****,

  I could only find the original order, which is likely the same issue that our customer service team was experiencing. Do you have the confirmation email for when you placed this order? It does not seem to be appearing in our system, which makes a return impossible. 

  Did you order this from our site or one of our official affiliates? If this was ordered from a 3rd party site that we are not officially affiliated with we could not process a return even if we wanted to. Please respond with any more information and details you might have (order number/receipt/email confirmation/charge on statement including company name).

  If we determine the order was placed with us and lost by our system we will mail a check for the total amount as a refund.

  Regards,

  Luck

  Customer Answer

  Date: 07/27/2023

  Thank you for this positive response.  I do have several things to share with you including packaging, credit card charges, refund proof and a picture of the second set of hearing aids we are talking about.  I have tried several times to download my files onto this BBB site but it wont accept them.  I am hoping you can provide me with a email address that goes specifically to you so I can share all the proof I have.  I did not buy these from another company and dealt with Audien Hearing directly.  I want to share all my information with you but just dont know how to get it to you.  Thank you.

• Initial Complaint

  Date:06/30/2023

  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 am trying to return this product within the 45 days of purchase. I am not able to contact the merchant either through email chat or phone. the phone ************ puts me on hold for 20 minutes and then hangs up. Thank you for your help.*****

  

  Business Response

  Date: 07/04/2023

  Radha,

  I can see you were sent a return label on the date this complaint was posted. Please let us know if there is anything else you need. I hope this resolves this issue.

  Customer Answer

  Date: 07/04/2023

  
  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:06/27/2023

  Type:Service or Repair 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 purchased hearing aids, approximately $99, from Audien Hearing Aids in , I believe April 2023.. Soon after, one of the hearing aids stopped working completely. The second hearing aid then began screaming when I move my jaw. I emailed the company on May 31st, June 2nd, June 7th, June 10th, June 12th, and June 16th. I called the phone number listed for technical services, but never got to speak with a technician. I also called the phone number listed on the tv ad ***************) and spoke with "******", on June 7th, who said the company had an excellent customer service department and she would forward my concerns regarding the defective hearing aids. Audien advertised a replace ment set if the hearing aids were defective within a year of purchasing them, which these were. I have not been able to speak with a person from the company, nor have I received any reply to my emails. I initially wanted a replacement pair of hearing aids, but since the company won't even respond to my concerns I would like my money returned in full. Thank you.

  

  Business Response

  Date: 07/04/2023

  *****, 

  After reviewing your order personally, I decided to refund you in full. I apologize for the delay in communication. Please check your email for confirmation.

  Customer Answer

  Date: 07/05/2023

  
  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:06/22/2023

  Type:Order 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.

  On May 29th of 2023 I purchased three sets of hearing aids from Audien. Two were the Atom and the other the Atom Pro. I returned one Atom and the Atom pro. They say I only returned one Atom. My **** receipt shows the shipment weighed **** ounces. The Atom in the box weighs only 7.0 oz. I shipped two boxes in the original bubble envelope that they came in. It doesn't weigh an ounce. They will not answer my charge that I am owed for the Pro. The said that the issue was settled when they refunded me the $99 for the Atom. It is NOT settled!

  

  Business Response

  Date: 06/26/2023

  ****,

  After personally reviewing your order, I can see you were refunded in full on 6/24/23. Please give your bank normal processing time.

  I hope this resolves this matter.

  Regards,

  Luck

  Customer Answer

  Date: 06/26/2023

  
  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,
  
  ***********************