Zounds Hearing

The refund for this customer was processed on 10/1/15.

Ms. [redacted] signed and executed a Purchase Agreement to purchase hearing aids on February 8, 2014.  We have counseled Ms. [redacted] on several occasions, instructing her on the proper use of her equipment and what she can expect from her hearing aids. The Purchase Agreement clearly states,...

“The hearing aids sold under this agreement are offered with a THIRTY (30) DAY, money back guarantee, subject to the following.  In order to be issued a refund for the purchase price, you must return the items listed in the Purchase Agreement within 30 days of the date of purchase.  Returns must be taken to the store in which purchase was made.”  Her request for a full refund did not come until November 21, 2014, by email. This was over 9 months from her contract date.  We have fully honored our contractual agreement, a state mandated document, of which Ms. [redacted] signed and executed.  We have never denied service or consultation to Ms. [redacted].  There is also a two year manufacturer’s warranty.  If there is any mechanical problem with the equipment, we are very happy to take care of this.  In her email of November 11th, she was very complimentary about our service from our Prescott office.[redacted]r Zounds Hearing Center of Prescott [redacted] Prescott, AZ 86301 ###-###-#### www.zoundshearing.com

This complaint should be closed.  As shown in the complaint Zounds provided a full refund.  Also lions sight and hearing provided a refund.

They do realize that this at lease a 45 mile drive from Conroe TX to these location and would take at lease 3 hours to made this round trip during the week. I asked about a Saturday option, but was told that was not an option. How do you take three hours out of your day? When I purchase these unit one of the selling points was " we are here to service them"? Obvious that is not the case any more! To send them to Arizona means what at lease 7 to 10 day turn around minimum, right?

Our Zounds Regional Director has tried to reach [redacted] two times since the request for another response.  Today 11-20-15 and he left a voice message letting [redacted] know we are still looking to get a local
Zounds provider in their area and that we do have locations open in [redacted].  This may be an alternate solution until such time we
re-open in the [redacted] area.

Our Zounds Area Developer spoke with
[redacted] today 11-3-15 and explained that we are in a period of transition in the
Grand Rapids, Michigan area.  We did unfortunately have to close our
stores in that area and hope that this is a temporary situation.  He did
find out that [redacted] did...

receive service in our Lansing, Michigan office and
was well satisfied with the service he received.He assured
[redacted] that we would do everything possible to provide service and that his
warranty would be honored during our period of transition.  He was
understanding and appreciated my call and now has my contact information should
he need assistance in the future.

At Zounds we genuinely care about our customers and take their concerns seriously. In this case the insurance claim took longer than usual due to a clerical error with the customers date of birth, which was submitted by a third party vendor. Once the error had been identified, the claim was...

resubmitted with the correct birthdate. The claim was processed and the reimbursement check was mailed on July 17, 2015. We have personally apologized to Ms. [redacted] for the delay and assured her that this occurrence is outside of our normal time frame for transactions.

Dear Mr. [redacted], I am the manufacturer of the hearing aids.  I am not the owner of the store that closed.  I can facilitate him obtaining service from the other owner in Conroe, or if it is warranty issue I am more than happy to have him mail the aids to me and I will make sure that they are serviced. Best Regards, Sam T[redacted]President and CEOZounds Hearing inc.

I tried to enter a response and it would not let me.Under federal law I can not discuss a patient record without a hipaa release form.  I can say that I am a manufacturer of hearing aids and do not own the store in question.  Please remove this complaint as it should be directed to the...

independent owner of the store within Florida.Best Regards,Sam T[redacted]Zounds Hearing Inc.

We do not believe the firm has responded favorably or truthfully and they know that we cannot afford to go to [redacted] or hire a lawyer in [redacted] or buy new hearing aids as this has diminished our health savings fund for unexpected health emergencies and must be  replenished over time to a safe level. They did not include in their response to you what they said to me "we can not say with any kind of certainty that we will be able to find a suitable franchisee replacement any time in the near future". They appointed the previous franchisee and would be responsible for the franchisee's actions on behalf of the firm's business. They could care less for the fact that we now must spend more money from our small retirement to purchase new hearing aids and that their are no firms to repair and adjust their unique products. No where less than 100 miles away to get them serviced. Also that I can't use them because of static, bad fit and no volume control.Their is no reason based on the past record of promise breaking to expect anything different in the future. I am desperate. [redacted]

I have never met [redacted] and we did not engage with him to perform any consulting.  Mr. [redacted] has had our hearing aids for over three years.  The warranty period is two years.  We are happy to provide Mr. [redacted] with service he just needs to send the hearing aids to...

our tempe office.  Best Regards,
[redacted]President and CEOZounds Hearing Inc.

We have been going
through a period of transition in our ** market due to circumstances outside of our control.  We had a couple of our franchisee’s close their doors.  The nearest locations to we have at this time is located in [redacted].  It is our hope that we can...

reopen in the area as soon as possible but this may take some time.  All warranties will be honored. If there are any additional questions regarding the [redacted]ring aids purchased including use, maintenance, service options or general inquiries, please contact our corporate office at [redacted].

Initial Business Response /* (1000, 11, 2015/11/13) */
Hello,
I called [redacted] to discuss his concerns and apologize for the inconvenience associated with our employee leaving and causing the closing of the Aurora Store.
Our Help Desk has comminucated the addresses and phone numbers of...

the two Zounds stores near him in Littleton and Denver. We have sent him a separate letter with the addresses and phone numbers.
I have also sent him a personal letter under my signature.
[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from a man at Zounds with a promise to call back, have not received any communication since. This is the way it is. My solution is a refund of $2,247.00 so I may purchase aids for my well being. I am feed up with lies and no communication. SERVICE IS NOT A PRODUCT OF THIS COMPANY.
Final Business Response /* (1000, 22, 2015/12/16) */
Hello Revdex.com,
We had a store close in Aurora due to personnel moving on which did negatively impact our service level to [redacted].

I have had several dialogs with [redacted] including a letter with directions to the closest Zounds facility in Denver and apologizing for the level of Service he experienced.

[redacted] however has had our product for over two years and just wants his money back as a penalty for poor Service. The product is out of Warranty so a refund is not fair from our perspective.

From a Corrective Action perspective, we have transferred all of our Aurora area customers to the Denver Zounds facilities and look forward continuing to supporting our customers in the Denver area.
I look forward to being responsive to the Revdex.com process despite being able to meet [redacted] demands.
Final Consumer Response /* (3000, 24, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product was not the product for my needs, which I expressed in 2013. All the service, that was provided, which was limited did not answer my needs. I feel I was set aside to keep me from returning the product because of empty promises, no communication, and 125 appointments, that Zounds did not keep,
I have engaged a attorney to file demand letter to be followed with a suit if the demand letter does not bring closure. This Company is a scam to the elder by continual no action and evading the customer by not keeping appointments. To make 125 trips for appointments for no care for me as a customer is beyond all reason.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]