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:10/07/2025

  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.

  Hear.com reached out to me regarding an updated improved hearing aid offer. I cannot afford a new hearing aid even if the upgrade was offered at a discount and the current one probably doesn't need replacing anyway.I do have an issue with them falling off my ears unnoticed and I've almost lost them several ******** when they recently contacted me about evaluating upgrading to the new model, I mentioned that financially I wasn't able to do that at this time and I mentioned the issue that I was having on more than one occasion and they deflected with the response that they would discuss that with me when we met to evaluate my current hearing (whether I would be better served by purchasing the new upgraded hearing aid option, I am sure). I'll be cancelling any appointment I may have scheduled with them and look elsewhere for suggestions on how to keep my current hearing aids from falling out.

  

  Business Response

  Date: 10/07/2025

  *********,
  Thank you for taking the time to share your feedback. Were very sorry to hear about the frustration youve experienced and truly appreciate the opportunity to address your concerns.
  We understand that youre not interested in upgrading your hearing aids at this time, and we completely respect that. Our recent outreach was intended to ensure that your current hearing aids are still meeting your needs and to explore possible fit adjustments to prevent them from slipping or falling out. Any modifications or solutions for your current devices would need to be handled directly through your provider, who can assess and adjust the fit or replace the domes or retention options if needed.
  Were glad you decided to keep your appointment so the provider can assist you with these adjustments and ensure your hearing aids fit comfortably and securely. Please know that there is no obligation to upgrade your devices the focus of your visit will be to resolve the issues youre experiencing.
  If you have any further questions or need assistance coordinating with your provider, our Customer Support Team is always available at ************. We value your trust and are committed to helping you get the best performance from your current hearing aids. - ******, Customer Success Team

  Customer Answer

  Date: 10/08/2025

   
  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,
  
  ********* *********

  Customer Answer

  Date: 10/08/2025

  I got your response dated today and none of the "links" you posted as I attempted to follow your directions were "links"--clicking on them brought NO response to a web page so I could provide a review of your helping me with my complaint filed this past week.

  Twice when I copied the *** link addresses I was given (as links and got no response) into the search bar--they did not lead to the subsequent page/pages for me to review your assistance.

  Once I receive a properly submitted response with viable links, I'll be happy to rate your response to recent assistance.

• Initial Complaint

  Date:09/24/2025

  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.

  On 7/17 I picked up my hearing aids. Within two hours of leaving the office I noticed that one hearing aid was missing. serious concerns were raised whether the aids were properly fitted in the first place. I was then told that I would be fully responsible for paying for the loss hearing aid with no consideration that the fitting may have been inadequate. In addition, I left the office with a poor understanding of the 45 day trial. Financial plan and terms of agreement. The contract of the terms were not clearly explained. I was told I was locked in and I had no way out, even though I did not receive a full functional or properly fitted product . So I paid the $400 for the replacement of the hearing aid that was lost and when I went to pick up that aid, the store misplaced the replacement and gave me a loaner pair. I sent an email to the president of the company and the sales person that I was dealing with back on August 15, in order to advise them as to-what was going on and how I felt and no one returned any of my messages even when I had the loaner pair, nobody even checked in to see how that was all going. I got in contact with the office in ******* and I went there on August 22 and returned all the supplies that I received prior to the 45 day risk free Trial period. I finally received a response, a month later, stating that I cant cancel this. I really dont understand. I paid for the replacement. I returned everything and in the email I just received. I was told that they want an answer right away because. if I dont retrieve the items back, theyre going to send them back to the manufacturer. So once they send it back to the manufacturer, then what? they resell the hearing aids? All I want is for them to release me from this whole agreement. In addition to all this, I have been suffering with ear pain for awhile now , and I cant put anything in my ear, especially a hearing aid.

  

  Business Response

  Date: 10/02/2025

  ****, we are sorry to hear about your frustrations, and we want to take a moment to carefully explain the situation. While we understand how upsetting it is to lose a hearing aid shortly after pickup, once the devices are in your possession, they become your responsibility whether worn or carried.
  As outlined in the Purchase and Delivery Receipt you signed, the 45-day no-risk trial applies only to the original hearing aids provided to you. Once an original device is lost, it cannot be returned for a refund because only original devices are eligible. This is clearly stated in the agreement you acknowledged. A replacement device, even if it is the same make, model, and technology level, carries a new serial number and is therefore considered a new device, not part of the original trial.
  In your case, you chose to move forward with ordering a replacement device at the reduced deductible of $400. This option was presented to you in detail by phone and in writing before the order was placed. If our intent were to take advantage of you financially, the full replacement cost of $1,987.50 would have applied; instead, you received the same technology at a fraction of that cost. This process is designed to protect customers while ensuring continuity of care.
  We recognize this has been a frustrating experience, and we regret the discomfort and ear pain youve described. However, the facts remain: the loss of the original device occurred while in your care, and the replacement is not eligible for return under the trial policy. For these reasons, we cannot release you from the terms of the agreement.
  At hear.com, we strive to support all our customers and are proud to maintain an A+ ******************** rating by addressing every concern transparently. We are confident we have upheld our end of the agreement while providing options that significantly reduced your financial responsibility. - ******, Customer Success Team

  Customer Answer

  Date: 10/02/2025

   
  Complaint: 23931075
  
  I am rejecting this response because:

  Before I started with this company their attraction to get hearing aids with their company was "I qualify for a 45-day no-risk trial. Your trial includes a100% money-back guarantee-no questions asked."  I would definitely say this is false advertisement.   I guess companies are allowed to just say whatever they want to draw people in and then you find out the real truth.  I think they are being truly unreasonable in this matter as there is NO DIFFERENCE BETWEEN THE REPLACEMENT HEARING AID AND THE ORIGINAL HEARING AID other than the serial number.  They are stuck on semantics.  They are not trying to make the customer happy, they are not being flexible, they are just being truly stubborn about this entire thing.  They drew me in with there saying - nowhere did it say anything about "well if you lose it - then it's yours and you can't return it"   maybe they should change their slogan because it's a lie and I don't know why this is acceptable.    I hope the BBB will see "the customers' point of view" in this matter.  I still have the email that was sent to me stating that exact slogan to prove that it what hear.com advertises!!!

  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 10/02/2025

  ****, we understand your concerns and want to address them clearly and transparently. While we appreciate your perspective, the facts of this case remain consistent with the terms you agreed to at the time of purchase.
  For your reference, we are attaching a copy of the Purchase and Delivery Receipt that was signed by you. Certain sections are blocked off for your privacy, but the document clearly outlines our warranty and trial policy. As stated, if a hearing aid is lost during the trial period, that device is no longer eligible for return and becomes the financial responsibility of the customer. This ensures fairness and consistency for all of our customers.
  It is the customer's duty to carefully review this document before signing so that they are 100% aware of all terms and conditions. If there is ever anything unclear, we always advise asking your provider or contacting our support team for clarification before moving forward.
  We regret that this experience has been frustrating for you. However, since the signed agreement explicitly confirms your acknowledgment of these terms, there is nothing further we can do to alter the outcome. The information provided to you at the time of purchase was accurate, and there is no basis to claim our messaging is misleading.
  At hear.com, we work hard to ensure our customers are satisfied and supported, and we believe we have acted in accordance with both our policies and your signed agreement. - ******, Customer Success Team

• Initial Complaint

  Date:09/24/2025

  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 once visited the hear.com web site. Since then I have been receiving a barrage of text messages about hear.com hearing aids. I HAVE NO INTEREST IN PURCHASING ANYTHING FROM HEAR.COM. Dr. ***** ******* appears to be initiating these messages. I have officially opted out, I have replied Yes to remove me from the email list, I have sent a request to ***** ******* to quit harassing me. The texts also keep getting longer, and now have started to include photo ads for their company. However, I continue receiving these messages.I have also sent this request to From: ******************** Sent: Monday, July 7, 2025 2:24pm To: [email protected] Cc: ******************** Subject: Harassment of Individual - to Hear.com ********** I am attaching the 26 Texts which I have been receiving since April of 2025 to support my complaint. Everything I am sending to you has been sent to Hear.com legal department (assuming they have a legal department) and Dr. ***** ******* informing her that I am formally making a complaint to hear.com and to the BBB. My complaint names founders **** ******* and Dr. ***** ******, ***** ******* and the hear.com company as the people responsible for this activity. I want hear.com to take me off their mailing list and quit sending me texts.I have also warned all my neighbors, all people on my ******** page, all people that follow me on Linkedin and other social media to AVOID AT ALL COSTS any contact with ********. Thanks **** ****** ********************

  

  Business Response

  Date: 10/02/2025

  ****, we sincerely apologize for the frustration and inconvenience these unwanted messages have caused you. Please know that this is not the experience we want anyone to have with hear.com.
  We want to assure you that your contact information has now been completely removed from our database, and you will not receive any further communications from us.
  Thank you for bringing this to our attention. We truly appreciate your patience, and we regret that this situation occurred in the first place. - ******, Customer Success Team

  Customer Answer

  Date: 10/06/2025

   
  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:09/24/2025

  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 sent hear.com a hearing aid for repair using the *** instructions hear.com sent me. *** lost the hearing aid. Hear.com offered a warranty extension which I agreed to pay. After I spoke to a person at hear.com I was told they were waiting for a color match and would send me an aid and the machine for adjusting the replacement. Nothing happened. I repeatedly tried to talk to a responsible person to no avail. After two months and no more follow up I Today I was told that **** called with an offer. I had no evidence of a call or voicemail.I reached **** finally and was told they would not honor my warranty extension and could send me refurbished aids fo $325 each ( I only need one)My warranty extension payment was of $175 was not accepted. I dont want that offer.i want what they accepted before the aid was lost. I have spent two months trying to get satisfactory responses.

  

  Business Response

  Date: 09/25/2025

  We are deeply sorry to hear about the challenges youve faced and how frustrating this experience has been for you. This is absolutely not the standard of care or service we want any of our customers to go through, and we truly regret the delays and miscommunication youve encountered along the way.
  Our Customer Support team has since been in touch and, as a step toward making this right, offered to provide you with a pair of refurbished hearing aids in exchange for the one device you currently have. We hope this shows our genuine commitment to resolving the issue and ensuring you feel supported and valued as our customer.
  Please know that your trust is very important to us, and were dedicated to improving your experience moving forward. - ******, Customer Success Team

• Initial Complaint

  Date:09/22/2025

  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 would like to stop receiving texts from hear.com. I texted my request to unsubscribe and instead of complying with my request, I was asked questions.

  

  Business Response

  Date: 09/22/2025

  Were happy to assist with your request to stop receiving texts from hear.com. However, the email address and name provided in this complaint do not match any records in our database, and the phone number included was incomplete. Without this information, we are unable to locate your account.
  To ensure your request is processed quickly, please reply with your full telephone number or contact our Customer Support team directly at ************. Once we have the correct details, well make sure you are removed from future communications. - ******, Customer Success Team

• Initial Complaint

  Date:08/29/2025

  Type:Product 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 ordered a hearing "aide" from Hear.com. The aide arrived and I tried it. It was not a hearing aide, it was a simple amplifier that made crackling sounds and didn't separate background sound from speech sound. It wasn't worth even the $299 I paid. I contacted the company and they insisted that I go through another session with a hearing "expert". I signed up and the "expert" was not able to make the device work as promised. I requested a refund and then I was required to go through another session and after more conversations I was told I would receive a call regarding a refund. The person that was supposed to call me never called and I was not able to reach him. I called several more times and finally got someone who would process the refund, but they made it entirely too difficult to get through the process that advertises easy refunds.

  

  Business Response

  Date: 09/17/2025

  *******, thank you for taking the time to share your experience. We are truly sorry to hear about the challenges youve faced. After reviewing the details of your complaint, it appears that your purchase and interactions were with ***********, which is a sister company of hear.com but operates with a completely separate business structure, products, and customer service team.
  We understand how frustrating this must have been for you and sincerely apologize for the difficulties you encountered. In order to ensure your concerns are addressed properly and that you receive the support you deserve, we kindly ask that you direct your complaint to *********** so their dedicated team can assist you accordingly. Here is the direct link to their BBB profile: *******************************************************************************************************************************************
  We appreciate your understanding and are confident that the *********** team will be able to review your case and provide the appropriate resolution. - ******* hear.com Customer Success Team

• Initial Complaint

  Date:08/26/2025

  Type:Product 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.

  They spam me with solicitations at 8am. It wakes me up and angers me. I'm a lawyer and I realize that I can't sue them over harassment or intentional infliction of mental distress.

  

  Business Response

  Date: 08/26/2025

  Were truly sorry to hear that our messages have caused you frustration. When you signed up for our 45-day no-risk trial, you gave us permission to reach out but of course, we never want our communication to feel intrusive. Well be happy to remove you from all future contact lists.
  At the moment, the email provided does not match the one we have on file, and the phone number appears to be missing a digit. Could you kindly share the full telephone number associated with your hear.com account? With that information, well ensure all future communications are stopped right away. Thank you. - ******, Customer Success Team

• Initial Complaint

  Date:08/20/2025

  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.

  18 months ago we purchased two sets of aids. My husband lost the tiny door off his aid. Sent it back with the label hear.com provided at the *** store. They were lost. After calling hear.com daily for a week it appears they may not have followed up on finding the lost aids, even tho a claim was opened. They need to replace the aids or send a loaner pair. They have no idea about time frame to resolve the claim. My husband is a Viet Nam war veteran.

  

  Business Response

  Date: 08/21/2025

  ****, thank you for bringing this to our attention, and please accept our sincerest apologies for the frustration and inconvenience you've experienced.
  Our team has investigated the issue and confirmed that your hearing aid was unfortunately lost in transit by *** after being sent in for repair using our prepaid shipping label. Upon learning of this, we immediately escalated the matter to both *** and the manufacturer to ensure swift resolution.
  Were pleased to inform you that the manufacturer has agreed to replace the lost device. The replacement is currently being sent to our **************** in ******. Once it arrives, our team will promptly ship it to you and provide tracking information so you can monitor the delivery.
  We deeply value your service as a Vietnam War veteran and understand how vital these devices are to your quality of life. We are committed to ensuring he receives a working replacement as quickly as possible and to making this right.
  If you have any further questions or need assistance, please dont hesitate to reach out to our team directly. We're here to support you every step of the way. - ******, Customer Success Team

  Customer Answer

  Date: 08/21/2025

  I spoke with Hear.com today. While I appreciate they were going to replace the aid which was missing the part; I sent both aids & charger back to them. I was informed that they will send a charger & complete set of hearing aids to us. If that happens, I will be truly grateful. Thank you for your help with this.

  Customer Answer

  Date: 08/21/2025

   
  Better Business Bureau:
  
  

  
  

  I spoke with Hear.com today. While I appreciate they were going to replace the aid which was missing the part; I sent both aids & charger back to them. I was informed that they will send a charger & complete set of hearing aids to us. If that happens, I will be truly grateful. Thank you for your help with this.

  
  Sincerely,
  
  Eric& ***** ******

• Initial Complaint

  Date:08/19/2025

  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.

  After 8 months with the hearing aids They started to malfunction. Once on I had a scratching noise that interrupts the hearing, also the sound goes back and forth from one hearing ids, or the other and sometimes in both when I am listening music or a podcast. On top of that the have their own noise, it is a popping noise here and there but it interrupts the hearing. The sounds are interrupted by the scratching noises and the popping noises. I contact Hear.com, and they nicely replace the hearing aids, but the second paid has the same issue. They told me they were new, but they are not new, they started with the same (or worst) issues as the original. The quality of this hearing aids are not really good, I am very disappointed and I want a refund. If they want to replace them again, the new one MUST be delivered to my home and then I will take them to the audiologist. That way I will guaranteed that I really received a new pair.

  

  Business Response

  Date: 08/29/2025

  *******, were very sorry to hear about the ongoing issues youve experienced we understand how disappointing and frustrating this must be. To make things right, were arranging an exchange for a brand-new pair of the same devices you currently have. The new order will be shipped directly to your providers office, where theyll schedule a fitting to ensure everything works properly for you. At that time, the old devices will be returned.
  In addition, we will assign a new consultant to follow up with you throughout this period to make sure youre fully supported and satisfied with your devices. Our goal is to ensure you receive hearing aids that perform exactly as they should, and we truly appreciate your patience as we work to resolve this. If you have any questions, please do not hesitate to reach out to our Customer Support team.  - ******, Customer Success Team

  Customer Answer

  Date: 08/29/2025

   
  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:08/13/2025

  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.

  transactions in dispute occurred over a period of 1 May to 13 August 2025. Hearing aids failed near end of warranty period, were sent in for repair and soon failed again. When I contacted Hear.com I was told they were now out of warranty and I would have to pay 169 dollars to have the warranty extended. Meanwhile, the company contacted me about the possibility of my purchasing new aids. Sales person was ingratiating but inconsistent. Failed to carry through on trial. Lost faith in the company. Urge that potential customers be exceedingly cautious in dealing with the company, particularly around issues of deadlines. `

  

  Business Response

  Date: 08/14/2025

  Thank you for bringing this to our attention. Were genuinely sorry to hear about your recent experience and understand your frustration. This is not the level of service we strive to provide.
  Wed like to clarify that no charge of $169 was made for the extended warranty. In fact, as a courtesy, we extended your warranty by an additional 6 days to ensure we could still support your repair request. You discussed this extension with one of our customer support agents, ***, over the phone.
  Additionally, we want to reaffirm our commitment to assisting you. According to our records, you are scheduled to send in your hearing aids for repair by Friday, August 15, 2025, and we remain fully available to support you through this process.
  We apologize for any miscommunication and disappointment youve experienced, especially around your interaction with our sales team. Your feedback has been shared internally, and were taking steps to ensure better consistency and clarity moving forward.
  If theres anything further we can do to help you complete your repair or support your hearing care needs, please dont hesitate to reach out. We appreciate the opportunity to make this right. - ******, Customer Success Team