Complaints

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• Initial Complaint

  Date:24/10/2022

  Type:Billing 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.

  I purchased hearing aids last year from ******* *** ******* Clinic in Mississauga. I was recommended to them by Hear.com. I assumed they were partners so after my trial did sign a document that I accepted delivery of my aids.
  What I didn’t know and was not specificity pointed out was that I only had 3 visits then I would be charged 60$ a visit. I just returned from returning one of my hearing aids as it is defective. I was told I owed 60$. And, that I would be expected to pay 60$ for every visit from this point forward. I have had a lot of problems with theses hearing aids since I received them and am still having problems.
  Every time I walk in the door from now on, regardless of the issue, I owe them 60$. I refused to pay this and contacted Hear.com. They simply said you signed an agreement, too bad.
  I am a senior on a fixed income and spent 6000$ on these hearing aids.
  I feel I should not have to pay anything while trying to resolve the issue.
  If I don’t pay, I will essentially lose my money and my hearing.
  These hearing aids are barely a year old.
  Please help resolve this
  Thank you
  ****** ******

  Business Response

  Date: 16/12/2022

  Hello ******,  
  
  Thank you for taking the time to voice your concerns. We apologize for your negative experience and the delay in our response. Please know that you were initially fit with hearing aids on 02/16/2021 and were given a 30-day trial. As stated on the Delivery Receipt that you signed, it states that you were to receive 3 complimentary visits with your provider. You were given those complimentary visits on 03/02/21, 03/23/21, and 04/06/21. Because of the hearing aids troubles you had, your provider gave you an additional 2 complimentary visits that were used on 04/15/21 and 05/11/21. 
  
  Although you were out of your 30-day trial, on 06/07/21, it was determined to fit you with a different set of hearing aids as you were experiencing trouble with the first pair. This started your 30-day trial over again which led to an additional 3 complimentary visits. 
  
  Those visits were used on 06/21/2021, 08/30/21 (for hearing aid repair), and 06/21/22. Because you were still experiencing trouble, the provider decided to give you 4 more complimentary visits. Those appointments were used on 06/23/22, 07/21/22, 09/06/22, and 10/18/22.  
  
  Your provider has worked very hard to ensure that your hearing aids are working properly and that you are happy with your new devices. If you are still needing assistance with your hearing aids, you will need to pay the $60 service fee to your provider.  
  
  I hope we were able to clear any confusion or frustrations that you might have had. If you need another copy of your Delivery Receipt, please let us know, so we can send that over to you.
  
  All the best,  
  
  -Sami, Customer Success Team