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Business Profile

Hearing Assistive Devices

Sound Hearing Instruments
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Sound Hearing Instruments's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:09/11/2024

      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 was injured from a gunshot and suffered loss of hearing, I was tested and treated at Sound Hearing. Workers Compensation purchase a set of hearing aids for me that had a lifetime supply of batteries.I went in to get more batteries two weeks ago and was told that Sound Hearing will no longer honor that proviso and they gave me a "final" box of hearing aids.Thank you in advance

      Business Response

      Date: 09/16/2024

      Dear BBB, I received and reviewed the complaint. The patient reached out to our company by email on 8/29/24 while I was out on PTO. I was putting together an email response to him. Unfortunately, I didn't reply before receiving your BBB complaint notification. 

      I reviewed our records and found that this patient does in fact have a purchase agreement, dated 8/2/2018, that states he has lifetime batteries ("lifetime" means, "lifetime of the hearing aids"). The typical life expectancy of a hearing aid is 5-7 years. Since 2020, we have discontinued selling hearing aids with lifetime batteries. With changes in the hearing aid industry and rising costs, we have been notifying patients that we are moving towards not providing free batteries. Also, we are mostly fitting rechargeable hearing aids now that don't require changing batteries. That being said, we will honor the patient's purchase agreement and continue to provide this patient with batteries.

      Per your suggestion, I reached out to the patient by phone just now, 9/16/24 at 4 pm, and explained the above. He was happy to hear that we will continue to provide him with batteries. He was also interested in pursuing hearing aids that are rechargeable. 

      Thank you, BBB, for your role in helping customers and businesses resolve disputes!


      Thank you, 

      ***************, AuD, CCC-A
      Doctor of Audiology
      VP Clinical Director/General Manager

      Customer Answer

      Date: 09/17/2024

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      He called me and explained the situation with the new hearing aids.  I told him that I would be happy with either new hearing aids with rechargeable batteries or the continuation of free batteries.   He explained that free hearing aid batteries are only good for the life of the hearing aids, and I explained that my hearing aids are still alive.

      I will contact work comp and see if I qualify for new hearing aids.

      Thank you for your assistance in resolving this.

       

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