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Business Profile

Hearing Assistive Devices

1of1 Custom

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hearing Assistive Devices.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/19/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 had custom ear molds made mid-September for 1of1Custom earplugs. When I received the pair of earplugs, the right one was absolutely perfect. However, the left one was very uncomfortable, and it would break its seal and allow sound intrusion. I contacted 1of1Custom, and they were happy to re-do the left earplug.When I received that replacement, it was more comfortable but it would also break its seal after only a few minutes of wearing it. Meanwhile, the right was still perfect. When I contacted them again with my concern and feedback, I was told they would check with their lab and get in touch with me the following ******* has been close to three weeks now, and I've tried contacting them multiple times for any steps. I've offered to get an ear mold redone, at my expense, in case the original ear mold had an issue. I've also asked what their policy is on re-do's. Still no response. I truly wanted to work with 1of1Custom on this problem, as the right earplug was so absolutely perfect (comfort and seal), but found myself to be very disappointed in the overall experience.

    Business Response

    Date: 11/19/2025

    We had closed out the original ticket related to the initial  remake. The client emailed in on  Saturday 11/15 however the recipient was off work on Monday 11/17 and Tuesday 11/18. A response was sent to Mr *********** today, 11/19 with confirmation that a remake will be completed. If Mr. *********** would like to continue to the adjustment of his earplugs, this will be completed no later than 11/25 and sent to him. If he would prefer a refund, 1of1 will require the earplugs to be returned to us before a refund can be issued. 

    Copy of communication sent on 11/19 follows:
    Hi ***
    I'm so sorry for the delay in reply. I mistakenly closed your original ticket after the lab reviewed your case and just became aware of that with this current email. I apologize for that mistake on my part. We will absolutely continue to work with you on this. The lab is remaking your mold to extend the canal. Please see the images below to show the changes they are making. 
     
    Your remake will ship by mid week next week.  As with the first remake, this one will not ship with a filter. Please swap the filter from the current plug into the new one when you receive it. 
     
    Please let me know how the new plug fits and sounds when you receive it. 
     
    Thank you for sticking with us as we get this resolved. All our files are digital so once we have the fit right, it will follow through to any future orders. 
     

    **** *****
    Manager
    1of1 Custom: Essential to Your Ears
    **************************
    @1of1customusa
    ************

    Customer Answer

    Date: 11/20/2025

    Better Business Bureau:

    I've been contacted directly by the business, in reference to complaint ID ********, and appreciate their efforts in moving forward with the issue. I'm thankful for the company's quick response back to me yesterday on what the underlying issue was (ticket had been closed by accident) and look forward to working with them on a re-mold.


    Sincerely,

    *** *.

  • Initial Complaint

    Date:02/09/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 my first pair of IEM's from ACS Custom on 1/3/17 for $649. After a repair completed in October 2017 I was using them for a few years until they quit working July 2020. The company sold and is now under a new name of 1of1 Custom. I ordered a new pair on 11/26/2021 for $725. After several promises of shipping via email they finally shipped to me on 1/27/22. I sent an email on Aug 10th stating that the cord on the left ear could not be reconnected. I finally got a response on 8/18/22 apologizing for the delay and wanted to set up a video call to discuss. I replied on 8/19 giving them options and they replied on 8/22/22, the day before the days I suggested and gave me times but by that point I couldn't accommodate. They then replied again on 8/26/22 and again I was unable to accommodate because of my work schedule. Finally I shipped in both sets of IEMs, the ones purchased in 2017 and also on 11/26/21 on 12/5/22. They finally replied over a month later on 1/11/23 saying the ones purchased on 2021 were covered under warranty, but the others purchased in 2017 were not and were not repairable so they offered me a 20% discount on a new pair for $720. I declined the new purchase and requested they fix the ones under warranty and return them. I responded on the 1/11/23. On 1/29/23 I sent another email requesting the status of sending these back to me. They responded on 2/1/23 saying "they should be shipping this week and I should receive an email with the tracking info shortly". On 2/6/23 I received the tracking info and the tracking was still not updated on 2/8/23 so I sent them another email inquiring. I still have not heard back from them on 2/9 and the tracking info still says that the label has been created but the carrier has still not received the package from the shipper. This has been going on too long. Terrible customer service. The IEM's are used frequently and without them it is difficult to perform. Shouldn't have to wait this long for a repair.

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