Complaints

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.

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 signed up with Anthem medical insurance on January 1. I did this because I needed their hearing aid benefit. They have their program run by Hearing Care Solutions. I called them before January 1 to find out the cost of a specific hearing aid that I was already using in one ear. They said they don't know the exact cost until I have a specific plan but it was $1900.00 each without insurance. I had a $3000.00 total benefit. In all I had about five conversations about the cost. I called after 1/1 when I was signed up. They said the exact cost was $1500.00 per aid. Since I had a $3000.00 benefit I figured it was covered in both ears. I saw the audiologist and got the prescription, and she put in the order to HCS. I put in the order for the updated rechargable model in both ears. I was told this was $50.00 more per ear. Several days later I got a call from the Hearing Care Solutions billing department saying that I owed them $3100.00. I said I didn't know what they were talking about. I was then informed that the prices that I was quoted were after the insurance benefit..00 I then complained to multiple supervisors. In about five previous substantial calls nobody mentioned coinsurance or out of pocket when giving quotes. I don't see how this could be inadvertent five times. Also how is this consistent with a quote of $1900.00 without insurance? I was told that they would listen to the recorded calls. I joined Anthem based on their quotes and I wanted them to honor them. They listened to the calls and didn't contradict anything that I said but did not correct the situation. I am thinking that this was a valid contract. I want them to honor the quote. /Also I just got a bill for $3100. I see at least one other complaint about bad quotes.

  

  Business Response

  Date: 03/01/2024

  Thank you for bringing this matter to our attention,
  
  We deeply regret your dissatisfaction with the service you received from our program. Weve fully reviewed your case and call recordings and were able to identify a discrepancy regarding the quote you received for hearing aids. We can assure that our representatives will be provided with additional training regarding this situation.
  I see that you've connected with the Grievance and ****************** and have reviewed details regarding your resolution. In order to resolve your concerns, we will ensure your order is fully covered. We sincerely apologize for any miscommunication and greatly value your feedback.  Should you require any additional assistance, please contact us at ************ or ******************************************.
  
  Thank you for providing us the opportunity to address your concerns.  
  
  Warm Regards,

  ***************************** | Grievances and Appeals Analyst

   

  Customer Answer

  Date: 03/05/2024

   
  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, assuming the business follows through with the fully covered order.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair 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.

  According to a hearing test, I need hearing aids, and per my Insurance provider, ****************** I contacted Hearing Care Solutions who is their dedicated hearing solutions provider. The first thing they (HCS) did was to determine what my hearing benefits would pay for hearing aids. When I went to my appointment for fitting, they had already picked out a pair of hearing aids that would be covered by insurance. My only alternative was to look at OTC hearing aids that would not address my conditions. We talked about prices and the audiologist said that everything would be covered by insurance. After waiting for 2 months, HCS called and demanded a $250 co-pay to place the order for the hearing aids. When I balked at that they said that if I didn't want that, they could change the order to OTC hearing aids ($800 value), but the price wouldn't change except no copay. I know that my insurance benefit is very good, but it appears that HCS is doing business in an unethical manner and not operating in their patient's interest in order to solely maximize their profit. I am disgusted that this company operates in such a vile and malevolent manner where the customers needs are totally disregarded. They are not up front nor transparent in their pricing and should not be able to do such a disservice to Anthem's customers. I have filed a grievance with Anthem for the ridiculous business practice that they are allowing as well, but have no leverage to change anything. Meanwhile, my hearing hasn't been improved.

  

  Business Response

  Date: 02/22/2024

   Thank you for bringing this matter to our attention,

  We sincerely apologize for any dissatisfaction you have experienced with our program. It appears that you are in touch with our Grievance team, and theyve scheduled an appointment with an alternate in-network provider office to review your hearing aid options.  Additionally, the pricing information you requested has been sent, and you should receive the documentation shortly. If you have any further concerns, please do not hesitate to reach out. We appreciate your patience and understanding, should you require any additional assistance, please contact us at ************ or *************************************.

  
  Thank you for providing us the opportunity to address your concerns.  

  Customer Answer

  Date: 02/24/2024

  The attached document is the "price list" sent to me by Hearing Care Solutions. It is presented to be very confusing to try to find the total price for a set of hearing aids, but what it does show is that Hearing Care Solutions will be taking my entire insurance benefit before they start adding up the cost to me.  These prices do not coincide even closely with prices from what I can find available on line from  similar sources.  This price list also contains pricing from obsolete and unavailable models for their lower cost solutions.  There is nothing highlighted to indicate what models would be within my budget once their undocumented discount gets applied.  This sheet contains language that all prices are applied after my insurance benefit is used up, so no matter if I choose the lowest quality and cheapest ones, they (HCS) would exhaust my full insurance benefits. 

  I specifically ordered the hearing aids in Dec of 2023 so that I could use my 2023 hearing benefits, but Hearing Care Solutions did not even order them until late Jan 2024.  I could have purchased one hearing aid in 2023, and then get  the second one in 2024 with that scenario.  ************ is being deceitful about how they use list price and discounts to make sure they get all of a person's insurance benefits in their pocket and couldn't care less about their customers needs. I am locked in to using this shady sales technique of undocumented discounts because of their agreement with Anthem to be the exclusive hearing aid ************** their pricing doesn't reflect any sales incentives that are offered by the hearing aid manufacturers. They promise a great deal, but do not deliver on their promises.
  

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21293629
  
  I am rejecting this response because: Hearing Care Solutions has not apologized for their deceptive sales practice, nor proposed any solutions to the problem.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/27/2024

  The complaint was NOT addressed by the business response.  Clearly the BBB has no understanding concerning of the deceptive language used by this business, however this is another example of why Hearing Care Solutions has earned their low BBB rating.  What they say is not what they actually did in this case, and many others where people are been deceived by their tactics.  Since the BBB has no leverage to correct their crooked business practices, the business will continue to use these shady and deceptive tactics until forced to change by loss of business.

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Purchased new hearing aids from ENT hearing, nose and throat in *********** , ** in July 2023, my cost $2250.00 after my insurance paid $2000.00.ENT went out of business in October 2023 and notified me of such.In October I received a credit of $2250.00 on my cc. Total surprise not knowing who sent it. Got an email from Hearing Care Solutions regard same. They said they were refunding my money for purchase of hearing aids. I asked why because hearing aids were in my ears as we spoke.Long story shorter I asked for a full charge to my cc to even it out. They charged $2400.00 and inquired the $150.00 extra( my complaint) was a company charge for restocking.I think I should have my $150.00 refunded to my cc. I never asked for anything, I dont know these people. Im still using my hearing aids now. My insurance, ***** has recommended a dealership to take care of my warranty until August 2024.Thanks for any help from BBB.

  

  Business Response

  Date: 11/17/2023

  Dear **************,
  
  Thank you for notifying us of your concerns. After further review, we were able to identify the cause of the discrepancy and resolve it promptly. We appreciate your patience and understanding, and we will continue to follow up with you to ensure satisfaction.
  Should you require any additional assistance, please contact us at ************ or *******************************************
  
  Thank you for providing us the opportunity to address your concerns.  

  Customer Answer

  Date: 11/17/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 a pair of hearing aids the pair were defective and I returned them within 48 hours and was told I would get a refund within 3 to 5 days. It is now going on 2 weeks and all I am getting is a run around. First I am told they had to contact the local office which they did and were told they received them now they tell me that they can't get ahold of the local office to verify they have been returned I keep hearing we will call you back but they never call

  

  Business Response

  Date: 08/04/2023

  Thank you for bringing this to our attention. We deeply regret your dissatisfaction with the care you received through our program. I see you have connected with our team and will be receiving your refund shortly. Should you require any additional assistance, please contact us at ************ or ******************************************* Thank you for providing us the opportunity to address your concerns.  

  Customer Answer

  Date: 08/04/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair 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 telephoned Hearing Care Solutions 3 times in the last 2 months to get a claim form to reimburse for a hearing test. The first person I spoke with did not know the procedure at all. Had to ask someone else. Then said she would mail a form. Nothing received. Second person I spoke with told me I needed a form and, no, they could not submit the form to the Provider directly. That I needed to submit paid invoice with the form. Again, nothing received. The third time I phoned I asked for a supervisor and got a man named *****. A form has now finally arrived. But because it has now taken 2 months just to get a claim form sent, the 365 day limit to submit ...only noted on this form....technically passed, due to simple customer service incompetence. And need for a supervisor intervention to obtain a form. Hearing Care Solutions needs to honor this claim by committing to extending the 365 day limit due to their own fault. And to acknowledge how their poor customer service and their overall poor claims procedures has unfairly created this problem.

  

  Business Response

  Date: 07/25/2023

  Thank you for bringing this to our attention.
  
  We deeply regret your dissatisfaction with the care you received through our program. I see you have connected with our Grievance and ****************** to review your Claim and will communicate with the team moving forward to resolve this situation. Should you require any additional assistance, please contact us at ************ or *******************************************
  
  Thank you for providing us the opportunity to address your concerns. 
  
  Kind regards, 
  
  ************************* | Grievance and Appeals Lead

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20352438
  
  I am rejecting this response because:  I will know my concern has been successfully resolved when, upon submission, it is paid.  Thank you.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/30/2023

  Good afternoon, 

  We wanted to provide you with an update regarding this matter as the member has stated: "I am rejecting this response because:  I will know my concern has been successfully resolved when, upon submission, it is paid.  Thank you."
  
  Our team has mailed out the check along with a letter explaining the steps we took to resolve the member's concerns on 8/21/2023. We connected with the member this morning and she has confirmed that she has received her check!

   

  Thank you

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair 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 Oticon hearing aids on 1-4-21 for $2300 that were defective. Hearing Care Solutions (HCS) charged my ***************** for $2300, gave me new hearing aids and after I was tested and tried the second set and discovered that the original heaing adids were not working.Several months after I received the second set of aids without any reason HCS set me new hearing aids and again charged my ***************** $2300. I was told not to use any of the previous aids or parts because they would not work. and are not interchangable. Now in March of 2023 They have notified me that on March 31, 2023 they are not going to provide any service for my current aids.I filed a compalint with HCS and they told me to contact my ***************** to cover the warranty. Aetna denied the coverage.

  

  Business Response

  Date: 04/06/2023

  Good afternoon,
  
  Thank you for bringing this to our attention. We deeply regret your dissatisfaction with the service you received through our program.
  
  Our records indicate you took delivery on 1/4/21 of 2 hearing aids purchased through Hearing Care Solutions (HCS), utilizing your $1,250 per ear benefit coverage from 2020.  Your purchase through HCS included a 60-day evaluation period, 3-year comprehensive warranty, with coverage for repair, and one-time replacement per hearing aid through loss & damage. You were also entitled to 1-year of unlimited follow-up care at no charge with the original provider, which began 1/4/21.  HCS only utilized your 2020 insurance hearing benefit once, in accordance with your plan hearing coverage.
  
  Our records indicate our next contact with you was on 7/6/22, when you requested a refund for money you paid to Care Credit because your devices were not working as expected.  You further advised you identified them as not functioning properly when you received new hearing aids in 2021, which were not obtained through Hearing Care Solutions.  HCS contacted the provider who fit your instruments purchased through HCS on 1/4/21.  Their records indicated you lost one of your hearing aids, but did not want to replace it through the warranty provided. The provider indicated you were seeking a new set of hearing aids through the new vendor who began administering hearing aid benefits in 2021, Nations Hearing.  
  
  The loss portion of your original warranty on your hearing aids purchased through HCS is through 1/4/24.   The loss portion of your warranty entitles you to a one-time replacement.  There is a small deductible to utilize the one-time replacement warranty.  Hearing aids that have been lost or damaged cannot be returned, and your return period expired 16 months prior to you contacting HCS to seek a refund.
  
  The year of unlimited servicing provided with your purchase through HCS on 1/4/21 was completed on 2/4/22.  The manufacturer warranty continues through 1/4/24; any charges for servicing through a provider of your choice following the one year of service through HCS are your responsibility to pay. 
  
  Any purchase you have made through Nations Hearing has no connection with Hearing Care Solutions. Please refer to Nations Hearing to identify the inclusions with your purchase of hearing aids.
  
  We regret your dissatisfaction and remain committed to assisting you with utilizing your loss and damage warranty to replace the hearing aid you lost associated with your original purchase through HCS.  If you wish to utilize your current benefit toward this replacement, we recommend you contact the current hearing aid benefit administrator or refer to Aetna for an in-network provider who can assist you with filing the warranty claim.
  
  Warm regards,

   

  *************************

  Grievance and Appeals Lead
  

• Initial Complaint

  Date:12/14/2022

  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.

  On 8-Dec-2022 I visited my audiologist that Hearing Care Solutions referred me to.My audiologist, verified my coverage and limits. Hearing test was performed. The audiologist downloaded the price list from Hearing Care Solutions, and we selected a pair of Phonak Audeo Lumity L70 hearing aids which were to cost (per the freshly downloaded price list from HCS) approx. $2800.00 for the pair.The hearing aid order was submitted and we awaited approval and fulfillment.Today, 14-Dec-2020, Hearing Care Solutions call me to advise that they have received the order, verified insurance coverage, and are ready to fulfill and deliver the hearing aids to my audiologist, but they need more money. They are saying that the price is $4450.0 for EACH hearing aid. EACH costing almost double the cost per pair they quoted a week ago. I have contacted my insurance carrier ********* ******** Advantage) and they advise me that HCS is the ONLY way I can get hearing aids coverage fulfilled. They are filing a grievance, but say that it will take over thirty days to investigate / review. I will LOSE my hearing aid coverage for the year by the time it is RESOLVED. This is NOT the first bad encounter with them that I have had. I now remember a couple of years ago, after I was searching for hearing aids, apparently since I had visited their website, they contacted me. They told me that they worked with my then current insurance provider, referred me to an audiologist (which was indeed in-network for my insurance). Upon ordering the hearing aids from them, the audiologist was later advised that Hearing Care Solutions was NOT in-network vendor, and my insurance would not pay. They have been baiting / switching / misleading at every chance they can.Their prices also are TRIPLE of anywhere else. But, they HIDE the pricing. They are NOT transparent in their pricing and practices.

  

  Business Response

  Date: 12/16/2022

  Good afternoon-
  
  Thank you for bringing this to our attention and allowing us the opportunity to clarify.
  
  Upon review, it appears that the out-of-pocket balance due, following on the application of the hearing aid allowance, is $2,900. We have spoken with the office and they advised that this aligns with the pricing that they presented during the hearing aid consultation. We greatly apologize for any confusion surrounding the out-of-pocket balance that arose during the discussion with the *** team on 12/14.
  
  There are alternate hearing aids available that are fully-covered by the $3,000 total hearing aid allowance. Should you be interested in instruments with a lower or no out-of-pocket cost, we can certainly reach out to the office to confirm if they can make an alternate hearing aid recommendation that will suit your needs. 
  
  Our team will be reaching out to you to review this information, as well. In the interim, please dont hesitate to reach out if we can provide any further information.

• Initial Complaint

  Date:11/22/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 a set of hearing aids through Hearing Care Solutions utilizing their insurance benefit plus an additional out of pocket co-pays. After the hearing aids were fitted by the in network hearing aid specialist, they failed to work properly. I can hear better with my old set of hearing aids than my new set. After repeatedly going back for adjustments, I had the hearing aids evaluated at our local university based audiology program, at Hearing Care Solutions request. They found the hearing aids not proper. I'm now trying to return the hearing aids during the return period with the restock fee waived as agreed to by Hearing Care Solutions, but ******************** refused to cooperate. Now we are stuck with no solutions. HCS is running out the clock on my return period and not returning my calls to fix the issue.

  

  Business Response

  Date: 12/05/2022

  Good afternoon,
  
  We deeply regret the patients dissatisfaction. Upon receipt of the hearing aids, we were notified by the manufacturer of intermittent issues with Bluetooth streaming. This did not affect the functionality of the hearing aids. All devices offered through HCS include a 3-year comprehensive manufacturers warranty which begins when the patient takes delivery of the hearing aids. However, the manufacturer indicated that they would not begin the warranty until the streaming issue had been resolved. In the instance that the patient preferred to return the hearing aids, we also presented the option to select new instruments from an alternate provider office. 
  
  The patient confirmed that they would like the return the hearing aids. HCS reached out to the office who indicated that they would accept the return of the devices. However, the patient preferred to return the hearing aids directly to HCS. Therefore,  we have since sent the patient a box to return the hearing aids to our corporate headquarters. The return box was delivered to the patient on 12/5. HCS has included a return label in this package. Upon receipt of these instruments, we will immediately refund the patient. 

  
  Once the refund is completed, we can assist the patient with scheduling with an alternate in-network provider office. We appreciate the opportunity to rectify this issue. Our Director of ******* Services is in contact with the patient to ensure a prompt resolution. We will continue assisting the patient with her hearing healthcare needs.  

  
  

  Customer Answer

  Date: 12/11/2022

   
  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.
  
  Sincerely,
  
  *******************************