Zounds Hearing

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

They do realize that this at lease a mile drive from Conroe TX to these location and would take at lease hours to made this round trip during the weekI asked about a Saturday option, but was told that was not an optionHow 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 to 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-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

I do not accept this response from Sam T [redacted] of ZoundsIn the letter announcing the closing of the Boca Raton store, we are directed to contact the corporate office in Tempe, AZ for "assistance or support"I contacted them several times with absolutely no response or help of any kind.I firmly stand by my complaint and my desired outcome of a refundFrank M [redacted] , Sr.Boynton Beach, FL

We have been going through a period of transition in our [redacted] 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 honoredIf there are any additional questions regarding the ***ring aids purchased including use, maintenance, service options or general inquiries, please contact our corporate office at [redacted]

Dear Mr***, 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 servicedBest Regards, Sam T [redacted] President and CEOZounds Hearing inc

Ms [redacted] signed and executed a Purchase Agreement to purchase hearing aids on February 8, 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 aidsThe 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 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 emailThis was over 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 ###-###-#### www.zoundshearing.com

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

Initial Business Response / [redacted] (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 DenverWe 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 / [redacted] (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 sinceThis is the way it isMy solution is a refund of $2,so I may purchase aids for my well beingI am feed up with lies and no communicationSERVICE IS NOT A PRODUCT OF THIS COMPANY Final Business Response / [redacted] (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 ServiceThe 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 / [redacted] (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 All the service, that was provided, which was limited did not answer my needsI feel I was set aside to keep me from returning the product because of empty promises, no communication, and 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 closureThis Company is a scam to the elder by continual no action and evading the customer by not keeping appointmentsTo make trips for appointments for no care for me as a customer is beyond all reason

Zounds is a manufacturer of quality hearing aids Zounds fully stands behind any warranty work that may be required on its products Zounds has two franchise locations in the Houston market that will also support you as a customer If you would like us to facilitate an appointment
at one of these locations so that you can get any issues resolved we are more than happy to do this If you prefer to mail the hearing aids to our corporate office in Arizona, I will also make sure that any of your concerns are addressed. Best Regards,Sam T***President and CEOZounds Hearing Inc

Initial Business Response /* (1000, 10, 2015/11/13) */
Mr *** has been put in touch with the two Zounds Stores in the Denver area that are covering the closed Aurora facilityMr*** has met with our representative in Littleton and has received the Service he needed and is
satisfied
Thank You,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have made innumerable trips to Zounds in the seven months I wore their hearing aids, in fact, it seems ***, the technician, had run out of options. Things seemed OK when I left their office but then things didn't work good and after so many adjustments I was sure everything that was supposed to be done just didn't work - it was a very big and expensive disappointment. Many friends heard my complaints as I could not recommend Zounds. I have a five year old hearing device that cost only $that works perfectly today - I can hear everything!!!!! which of course was my original objective with Zounds I can't help but feel that I am dealing with an unethical company especially one that is a local organization that I feel is so adamant with its rules. Most companies give refunds despite contracts or not when customers are as dissatisfied with their product as I am.
Regards,
*** ***

I'm sorry I did not respond in a timely manor I have broken my foot and needed surgery and that was high on the priority list I did talk to the man from Zounds, but he did not give me a satisfactory conclusion to my complaint I paid $for an extended warranty on my hearing aids and now have nowhere to take them for new batteries or repair The Grand Rapids office has closed and now so has the Lansing office closedThe closest office is over two hours away I would like a solution or my $refunded.Thanks,*** *** ***

Dear MsMay,Thank you for your letter of May 26th, regarding Mr***We were very disappointed to see our customer was unhappy with Zounds ***ring.As background, Mr*** purchased his ***ring aids from the Zounds franchisee in Lafayette, LA, on April with the franchisee providing the fitting and testing servicesUnfortunately, the owner of the Lafayette location has closed his store, creating a vacuum for service in the Lafayette areaAs a franchisor, we have no control over when a franchisee may choose to close their doorsCertainly, we hope to be back in this area of Louisiana as soon as can be arranged and we are in active discussions with potential new store owners.We understand that the Lafayette Office closing has created an inconvenience for Mr*** and I personally have reached out to him to understand exactly what we need to do to help him get his ***ring aids workingWe have had some communication with him around reopening a store in Lafayette but are unable to do that in the near-term as that will require that we find a qualified owner and Licensed ***ring Specialist.Near-term options include support from our Corporate Help Desk located in our Arizona ***dquarters working directly with Mr*** to service his ***ring aids (replacing batteries, links and other services as required) via pre-paid FedEx shippingThe Help Desk provides phone and “mail-in” support to hundreds of customers every month who are happy with the service received.Alternatively, if local service is required for the current service issue, we will reach out to our nearest Office in Metairieto travel to Mr*** in Lafayette to perform an updated ***ring Test and reprogram the ***ring aids if appropriate.Regarding Mr***’s concern about Zounds supporting our customers, we have been in business for years and have over 100,satisfied customersThis issue is just an unfortunate situation caused by a Franchise closure and we continue to be committed to support Mr*** to optimize his ***ring out of our Arizona offices until we are able to once again provide local servicePlease do not hesitate to call if you have any questionsSincerely,Neil S***,Vice PresidentZounds Hearing, Inc

Good afternoonMy name is Shauna L*** and
I am a hearing aid specialist with Zounds Hearing for five years in ArizonaI
would first like to truly apologies for you and your mother’s frustration
concerning your hearing aidsFrom reading your email it appears that we can
solve your mother’s
frustration for herIn working in the states of Arizona I
have fit patients who are avid travelers, I am sure you are aware that during
the summer months month folks choose to get to a cooler place, hence I have
needed to establish a good fitting method to accommodate my patients that
needed to mail their hearing aids in during their vacation timeI would love
to help your mother with her fitting adjustments; the best way I can assist is
to have an updated audio gram in which you can get free from most hearing aid
centersSecondly please give me some specifics as to her fitting and sound concerns
this way I can better relate the fitting to the requestAs soon as I receive
the hearing aids I will begin the adjustment process and send them right back
outWe are working hard on getting locations in your area back open and
appreciate your patience. (Additional to the assistance provided by Hearing Aide Specialist Shauna Lostumo, our Regional Director has also contacted Mr*** to communicate a solution and provide assistance)

Zounds Regional Director spoke with Mr*** again
today 11-20-15, he states that although he knows he can call about the other
areas we service, he said he did not send in another complaint. Mr*** was
informed that we have offices open in FtWayne, Toledo, Ann Arbor, Detroit,
Indianapolis , Jackson, Adrian and Crown Point as temporary alternatives should
he need service He was also informed that he can call anytime for further assistance and that we are always here to help

Zounds Regional Director reached out and spoke with *** *** on Tuesday the 10th, who said he was speaking on
behalf of his wife *** *** He explained to *** *** that we did
close our locations in the *** *** area due to circumstances outside our
control. It
is
our intention to find a new franchisee for this area and he was informed
that we would let him know as soon as that happens. In the meantime we
will honor his warranty and provide service to him by having him ship his
product to us. We will stay in communication with him to let him know if
we are able to re-openHe left his contact name and number and told him he was welcomed to call anytime

On November I received an e-mail from you regarding my complaint about ZOUNDS ***ring AidsThe complaint number you assigned to it is ***Shortly after ***ring from you, I received a phone call from ZOUNDS asking for time to allow them to find someone to handle my problem with the ***ring Aids here in *** *** After discussing the problem with them, I agreed to give them a monthIt has now been well over the month of time and I have not received any more information from themNow my Left ***ring aid has just about shut down completelyWhat is my next step? *** ** *** ***

Hi Nicole,Mr. [redacted] requested that I respond to you regarding the above complaint.We sincerely appreciate your help with this matter.  I am unclear why Revdex.com would classify this as "Unresolved."We have met our contractual obligations as this patient has been under our care for over a year.  We are more than happy to service her hearing aids and continue to provide on going support for her purchase.  We are sincerely sorry that she feels disappointed.  We often find it takes time to adjust to new hearing aids and for some it takes several visits to fine tune the aids and understand the reality of what aids can do. In her response, she states, "Things seemed OK when I left the office" (which was Oct. 20, 2014).  She had another appointment scheduled for Oct. 27, 2014 which she called and canceled, stating "everything was going well."  The next time we heard from her was Nov. 21, 2014 which she asked for a refund. We suggest Mrs. [redacted] visit another specialist at another Zounds store in the Phx area.  It could even be a very easy fix, if she is willing to work with us.  However, it seems her only acceptance of a resolution is a refund.  We are open to suggestions.Sincerely,[redacted]rZounds Hearing Center of PrescottVoted Best Hearing Center in 2014 ([redacted]Prescott, AZ 86301###-###-####([redacted])www.zoundshearing.com

I do not accept this response from Sam T[redacted] of Zounds. In the letter announcing the closing of the Boca Raton store, we are directed to contact the corporate office in Tempe, AZ for "assistance or support". I contacted them several times with absolutely no response or help of any kind.I firmly stand by my complaint and my desired outcome of a refund. Frank M[redacted], Sr.Boynton Beach, FL 33437