ComplaintsforHear.com, LLC

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A payment to Hear.com for $3975 was made on 12/09/23 for a 45 day no risk trial, 100% money back guarantee. After answering a short questionnaire on their website, we immediately received a response congratulating us on qualifying for this free trial. Unfortunately the hearing aids didn't work as hoped and a return was initiated.During the online appointment with the audiologist, we signed a Purchase and Delivery Receipt acknowledging customer is responsible for any damages or loss of devices during trial. (No mention of the cost being $1987.). The next signed section is Warranty Information stating replacement cost for one device is $250 plus $150 service fee. Hear.com has only refunded our account for $1987. According to my calculation and their cost for a lost device, ******************** still owes us $1575.No where in the Purchase and Warranty contract we signed, clearly states specifically the loss of one hearing aid costing $1987. Despite repeatedly asking Hear.com to send me the actual clause in the Product and Warranty info where it clearly states customer will be charged $1987, they have not provided this info. We have always acknowledged one device was lost and expected to pay the replacement cost. We learned after the fact, when we lost a device, we could have filed a Lost and Damaged claim. This option was never offered to us when we reported the lost aid.Hear.coms advertising is deceptive and misleading, We are asking for an additional refund of $1587. Buyers be aware. Go to your local audiologist, AARP, ******* etc. for your hearing needs. I have spent an incredible amount of time the last two months trying to receive my original cost of $3975 refund minus the $400 for the lost device. To date, ******************** refunded $1275 on Jan. 11, 2024 and $712.50 on Jan. 16, 2024. That is all they are crediting our account. Terrible company to do business with!

  

  Business response

  03/26/2024

  ********, thank you for detailing your experience and concerns. We sincerely apologize for any confusion and frustration this situation has caused. After reviewing your case, it's important to clarify a few points regarding the trial period and our policies.
  Your 45-day trial ended on 1/23/24, and you informed us on 1/4/24 about the loss of one of our hearing aids, choosing to return the other. As per our agreement, which was shared and signed on 12/9/23, any lost or damaged devices during the trial are the customer's responsibility. ("I acknowledge I am responsible for any damages or lost devices that occur during my trial period"). This policy was intended to ensure transparency and understanding from the start, and we regret if it was not communicated effectively in your case. We refunded $1,987.50 for the returned device, adhering to the terms outlined in the Purchase Agreement you acknowledged, stating responsibility for any lost or damaged items during the trial.

  The $400 you are referring to is the cost of a Loss and Damage claim to replace the lost device. However, a replacement device cannot be returned to us. This is also stated on the Purchase Agreement- "By signing below, I acknowledge that filing for a Loss & Damage claim during any trial period will waive the remaining portion of that trial period and the replacement devices will not be able to be returned or exchanged.". With that being said, you did not file for a Loss and Damage claim, so we never charged you the $400. 

  We understand this has been a complex process for you, and we are committed to ensuring our customers' satisfaction. Attached is the document for your records, where you can locate the relevant sections for clarity. Please reach out to us directly so we may address any further questions or concerns you may have and assist in any way possible. 

  All the best, 

  -********, Customer Success Team

  Customer response

  03/26/2024

   
  Complaint: 21434753
  
  I am rejecting this response because
  this response is very redundant and the reason why we filed a complaint with BBB.  This response neither provides clarity or answers to the questions we are asking.  Hear.com has continuously failed to provide us with the clause that says specifically, if one hearing aid is lost, customer is responsible for half the cost of the trial, which in this case is $1987.  The only reference is the cost of a hearing aid and processing fee, ($400) which we have always agreed to pay.   The total package cost $3975.  Hear.com only refunded $1987 and we are asking to be credited for the other half of the package, minus $400 for the lost hearing aid.  The total refund still owed to us is $1587. Instead Hear.com keeps referring to the Product and Warranty paper we signed.  

  ************************ and ******************** both stated in numerous emails, we did not execute the warranty for a replacement part. This option was never discussed or offered when we called to say we were returning the no risk, 45 day trial.  We were never advised by any representative to file a Lost and Damaged claim.  I spoke to ******** voicing concern about the $1987 charge for the lost hearing aid and she said,  I dont know why you didnt file a claim.  This was the only time filing a claim was ever mentioned. 
  

  To be clear, we didnt choose to return the package because we lost a hearing aid.  We returned the package because ******** was not satisfied with the product.
  
  We have now spent over three months trying to have our account credited.  This is totally unacceptable, misleading, deceitful and false advertising.  Unfortunately it also target the elderly, who may not have the means or ability to question these charges.

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

  Customer response

  03/26/2024

  I am rejecting this response because it is very redundant and the reason why we filed a complaint with BBB. This response neither provides clarity or answers to the questions we are asking. Hear.com has has continuously failed to provide us with the clause that says specifically, if one hearing aid is lost, customer is responsible for half the cost of the trial, which in this case is $1987. The only reference is the cost of a hearing aid and processing fee for $400, which we have always agreed to pay.  The total package cost $3975.  Hear.com only refunded $1987 and we are asking to be credited for the other half of the package, minus $400 for the lost hearing aid. The total refund still owed us is $1587.

  ************************ and ******************** both stated in numerous emails, We did not execute the warranty for a replacement part. This option was never discussed or offered when we called to say we were returning the no risk 45 day trial. We were never advised by any representative to file a lost and damaged claim. I spoke to ******** voicing concern about the $1987 charge for the last hearing aid and she said I dont know why you didnt file a claim. This was the only time filing a claim was ever mentioned.
  

  To be clear, we didnt choose to return the package because we lost a hearing aid. We returned the package because ******** was not satisfied with the product ,

  We have now spent over three months trying to have our account credited. This is totally unacceptable, misleading, deceitful, and false advertising. Unfortunately, it also targets the elderly, who may not have the means or ability to question these charges.  

  
  Sincerely,

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

  Customer response

  03/27/2024

  We have been in dispute with Hear.com for months now.  They have neither answered our questions, or have given us wrong informations and based on their responses, have not read our correspondence.  Hear.com claims erroneously, we never filed a Loss and Damage claim, so we never charged you the $400.   First of all, weve never questioned or had a $400 charge .  *** clearly stated several times, this option was never offered to us.  Their responses to my dispute are totally unrelated to the reason a claim was submitted.  At this point, with so many untrue claims from Hear.com, we believe no one there is actually reading the complaints.
  

   Hear.com simply responds with information that has nothing to do with our questions.  We are simply asking them to show us the exact wording that says, If during the trial a hearing aid is lost, customer will be charged $1987.  No where on the contract did we sign and agree to this cost!

  thank you for any consideration you can give this case.
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Even tho I delete and send to junk a text from hear.com every day. I have good hearing aids and even if and when I need new ones, I will never use Hear.com because I cant get them to stop. If I cant tell them to stop texting me I would not trust them in the future.

  

  Business response

  03/07/2024

  ***, 

  Thank you for taking the time to voice your concerns. We are sorry to learn about your negative experience with our services. Please know that I have opted you out from receiving further communication from our company. Should you need anything, please do not hesitate to reach out to us. All the best! -********, Customer Success Team

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The hearing aids don't work properly with the phone app. One of the main reasons I picked this hearing aid was because of the phone app. I have tried many different ways to seek an answer. None have worked and now I am being shuffled from one business to another and getting very frustrated. Most times I don't even wear the aids--very expensive items just sitting on my nightstand.

  

  Business response

  03/12/2024

  *****, 

  Thank you for taking the time to voice your concerns. We are very sorry to learn about your negative experience, especially because this is not the type of service we pride ourselves on. However, we want to do everything we can to assist you in finding the right resolution. Because your ****** Pixel 6a is not compatible for streaming, we are sending you a Streamline Mic at no additional cost. This accessory will assist you with the streaming function. As we discussed, my team will ship this directly to your home and I emailed you more information on this.

  Should you need anything, please do not hesitate to reach back out to us. Happy hearing! -********, Customer Success Team

   

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two hearing aids from them on December 19th and they have stopped working, so I've contacted them several times and today the email that I received said it exceeded my trial period. I'm making payments on these from one of their lenders.

  

  Business response

  03/06/2024

  Hi *******,

  Thank you for sharing your concerns with us. I understand that there might have been some confusion regarding the timeline of your trial period, which concluded on February 2, 2024. It appears we were not contacted until February 4, 2024. In an effort to assist, our team had reached out via email and arranged a ********** Call scheduled for March 4, 2024, which unfortunately, you were unable to attend. Additionally, I attempted to contact you twice yesterday without success.

  I want to assure you that if you're encountering any issues with your hearing aids, we are here to help facilitate any necessary repairs. Ensuring your satisfaction and optimal hearing experience is our utmost priority. Please feel free to reach out to us at your earliest convenience so we can address and resolve any concerns you may have.
  We value your experience with our products and services and look forward to the opportunity to assist you further.
  

  Warm regards,

  ********, Customer Success Team

  Customer response

  03/10/2024

   
  Complaint: 21360453
  
  I am rejecting this response because: I tried sooner than Feb 2nd with no response. Since then the problem one has fell out and is gone, $250 to replace something that didn't work, ridiculous 
  
  Sincerely,
  
  *****************************

  

  Business response

  03/19/2024

  *******, 

  Thank you for taking the time to voice your additional concerns. Please know, I have tried to call several times but have been unsuccessful in reaching you and we have not received any call backs. We would like to speak with you to learn more about what happened so we can assist you in finding a resolution as soon as possible. Please call us at your earliest convenience. 

  All the best! -********, Customer Success Team
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased via the internet a set of hearing aids from hear.com. On December 12,2023. I received the aids and an iPad (to use during my set up).I attempted to get in touch with *****, the man who sold me the aids. After daily calls I was told he no longer worked for the company. On December 21 I lost the left aid. I reported it lost and was charged $400 for a replacement.On December 26, I realized the aids were no better than the ones Ive been wearing for over 4 years. I returned everything but the lost device on December 27 via *** (I erred by not getting a receipt of delivery)On January 2, I found the lost aid. I telephoned them right away.Meanwhile, I am getting correspondence from Synchrony/Allegro Credit wanting my payment. I have a credit score of 829. The ************** cant close my account until they hear from hear.com.Hear.com has been called by me several times a week to no avail. I even wrote to ***********************, the *** of Hear.com.I cant get answers from anyone. I am 80 years old and am getting the idea that I have been scammed. When I got the aids I had a 45-day free trial on them.Can anyone help me?Their contact info:*********************** *** hear.com ******************************************************************* (This is what the letterhead says). *************.He doesnt *************.******************* *************

  

  Business response

  02/07/2024

  ****, 

  Thank you for sharing your concerns with us. We regret to hear about your negative experience with your hearing aids and our services.

  As per the Purchase Agreement signed on 12/20/23, it states, "By signing below, I acknowledge that filing for a Loss & Damage claim during any trial period will waive the remaining portion of that trial period and the replacement devices will not be able to be returned or exchanged.". Because you lost one of your devices during your trial period, you are no longer eligible for a trial period for that one device. Then using your Loss and Damage claim, you paid the $400 to have that device replaced. The replaced device is now your property and cannot be returned for refund. It was also communicated to you that even if you found the lost device, it cannot be returned once the Loss and Damage claim was filed. 

  However, you are eligible for a refund of $1,987.50 for the returned device within the trial period. To proceed, we'll need your signature on the rewritten Allegro contract. Please contact us to arrange this.

  For any further questions or concerns, feel free to reach out to us directly.

  Best regards,
  ********, Customer Success Team

  Customer response

  02/08/2024

   
  Complaint: 21186678
  
  I am rejecting this response because:
  I MUST have a release of charges from ************* stating that my account is closed. ******************** has to coordinate with them.
  Sincerely,
  
  *******************

  

  Business response

  02/12/2024

  Hi ****, 

  As I stated in my previous email, we cannot accept the return/ refund for the lost hearing aid or the cost of the replaced hearing aid. Please know you agreed to these terms when signing the Purchase Agreement and the DocuSign contract for the Loss and Damage claim. 

  Additionally, you are eligible for a refund of the device you returned during trial (the device you did not lose). This refund total is $1,987.50. However, we cannot adjust/ rewrite the Allegro contract without a new signature from you. I urge you to consider this, because if we do not receive a new signature from you, then you are responsible for the full amount. 

  We hope you contact our team soon. 

  All the best! 

  -********, Customer Success Team

  Customer response

  02/13/2024

  Im elderly and a little confused. hear.com agrees that because I returned the one hearing aid, I am not responsible for repaying for it. What I am not clear about, am I still responsible for paying for the other hearing aid?

  Customer response

  02/14/2024

   
  Complaint: 21186678
  
  Im elderly and a little confused. hear.com agrees that because I returned the one hearing aid, I am not responsible for repaying for it. What I am not clear about, am I still responsible for paying for the other hearing aid?
  
  Sincerely,
  
  *******************

  

  Business response

  02/14/2024

  Hello ****, 

  To clarify, when you signed the financing agreement, it was for the full amount for both hearing aids. Because you returned one, we will need to rewrite the agreement to take off the price of the returned device. Meaning, the new Allegro contract will only show that you need to pay for the device that you lost. In order for us to rewrite the financing agreement, we will need a new signature from you. This does need your immediate attention because it is time- sensitive as we only have so long to rewrite a new contract. Please call our Customer Support team at *************** so we may get this resolved. 

  We hope to hear from you soon! 

  -********, Customer Success Team

  Customer response

  02/14/2024

  
  in the latest from Hear.com are the saying I still owe for the one hearing aid? 
  i lost, then found my hearing aid and also paid them $400.

  I just want this to end. Hear.com has to have ************* close my account.

  please help BBB

  Customer response

  02/15/2024

   
  Complaint: 21186678
  
  
  

  
  in the latest from Hear.com are the saying I still owe for the one hearing aid? 
  i lost, then found my hearing aid and also paid them $400.

  I just want this to end. Hear.com has to have ************* close my account.

  please help BBB

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

  Customer response

  02/15/2024

  This ******** from Hearing.com is no more than a clerk. I talked to her in early January. She had no clue what she was telling me then, nor should she be telling me what I have to do right now.

  yes, I returned the kit with only only hearing aid. Within days I returned the other one. They still insisted on sending me a new one. I have it unopened, waiting for the right time to send it back.

  I REFUSE TO PAY ANY MORE MONEY TO THIS COMPANY. AND THE ONLY WAY IT CAN BE RESOLVED IS FOR SYNCHRONY BANK TO RELEASE MY LOAN

  

  Business response

  02/21/2024

  Hi ****, 

  Please know that there are two ********'s at the company. The ******** you spoke with in January works on our Loss and Damage claim team. She handled the replacement of your lost device. I, however, am on the Customer Success team.

  After our conversation today, our team decided to allow for your full return minus the $400 you spent on the Loss and Damage claim. Your financing agreement has now been canceled. Should you have any questions or concerns, please contact us directly. 

  All the best, 

  ********, Customer Success Team

  Customer response

  02/23/2024

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

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I entered into a 45-day hearing aid trial with Hear.com to commence on 10.09.2023 and to end on 11.23.2023.I contacted Hear.com by phone on 11.07.2023 to voice my intention to return the hearing aids due to the fact that they offered no improvement over my current hearing aids. The Hear.com representative offered to schedule a Teleaudiology followup, adjustment of the hearing aids, and to extend the trial period to allow me more time to evaluate the devices. On 11.24.2023 I received and Email from Hear.com indicating that the trial had ended. On 11.25.2023 I emailed Support at Hear.com to inform them again that I was returning the hearing aids. The hearing aids and Hear.com peripherals were shipped via *** in original packaging. I called Hear.com on 12.06.2023 to inquire into the status of my return. The Hear.com Customer Support Specialist confirmed that he sees the request by my Hear.con Account Executive to extend the trial in Hear.coms notes, and will have to escalate.On 12.08.2023 I received an email from the same Hear.com Customer Support Specialist that I spoke with on 12.06.2023 stating:According to the Purchase and Delivery Receipt you signed [attached], you agreed to all the terms and conditions, including a 45-day trial that expired on November 23, 2023.Since the November 23, 2023 was a statutory holiday, you still had the opportunity to reach out to us on November 25, 2023 to express your intent to return. I escalated this issue to a Hear.com manager, providing a sequence of events and copies of email correspondence (uploaded with this complaint) confirming my intention to return the hearing aids in the timeframe allotted.I am seeking assistance in holding Hear.com to its promises (verbal and email) and in recovering the $5,000 charged to my credit card for the return of the hearing aids.Supporting documents uploaded.

  

  Business response

  01/09/2024

  Hi *******, 

  Thank you for voicing your concerns. We are very sorry to learn about your negative experience with our services. I am pleased to inform you that after further review, our team is allowing you to return the hearing aids for refund. A return label was sent to you via email, please use this to drop off the devices at a local *** store. Once we receive the package, we can issue your refund. Should you have any other questions or concerns, feel free to reach out to us directly. 

  All the best! -********, Customer Success Team

  Customer response

  01/19/2024

  Hearing aids were received by Hear.com on 1.16.2024 (see attached confirmation).  Amount to be refunded is the $5,500.00 charged to my credit card on 10.09.2023 (see attached record).  
  

  As of this date no refund has been received.

  Customer response

  01/19/2024

   
  Complaint: 21071831
  
  

  Hearing aids were received by Hear.com on 1.16.2024 (see attached confirmation).  Amount to be refunded is the $5,500.00 charged to my credit card on 10.09.2023 (see attached record).  
  

  As of this date no refund has been received.

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

  

  Business response

  01/19/2024

  *******,

  Thank you for your response. Our team already refunded you today for the full amount of $5500. However, this may take 3-5 business days to reflect in your account. Should you have any questions or concerns, please feel to reach out to our dedicated Customer Support team at ***************.

  All the best! -********, Customer Success Team

  Customer response

  01/22/2024

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

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2023 i began looking at replacing hearing aids.One of the companies i contacted was Hear.com.I was promtly(same day)Contacted by their representive(Sharin) and told that the process was no obligigation 45 day trial.They set me up with a provider in mt area who provided a hearing test and fittment.Emails and voice conversations were exchanged during which I specificly asked about insurance and identifyed the provider as being in my network.Hear.com did offer to reduce the selling price of the hearing aids from **** to **** provided i paid cash which i couldnt do.At the last appointment i declined the hearing aids as the payments werent in my budget.As part of the conversation the audilogy tech stated he was bared from having any buisness dealing with me even though he is in my insurance network.I contacted Hear.com and they declined to waive that restriction.That to me isnt No obligation.Its quite frankly Extorsion as it effectively locks me out of not only that specific provider but that chain who are the providers in my insurance network.

  

  Business response

  01/08/2024

  *******,

  Thank you for taking the time to voice your concerns. We are very sorry to learn about your negative experience with our services. It is true, we do have contractual agreements with our providers but for certain cases, we can make exceptions. 

  I am happy to announce, that upon further review by our management team, we are releasing you to your provider in order for you to receive the maximum insurance benefit for in-network. Our Partner Manager is calling your provider today to inform him of this decision. Should you have any other questions or concerns, please do not hesitate to reach out to us. All the best! -********, Customer Success Team

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When my lease for the hearing aids was paid in full, I ordered a new pair. At this time, I asked how to send back the old pair since this is part of the lease agreement. Hear.com Representative (***************) told me that he could not give me the information on how to send back the hearing aids. He stated that I would have to contact ************** and he gave me a phone number to call. **** told me that ************** would send me a return label to send back the hearing aids. When I called ************** they said, "Why would we handle that? were the bank." I called the hear.com number and talked to a different sales representative that told me the same thing as ****, I am to contact **************. In the meantime, ************** is still taking payments from my bank account for the lease, and I am paying on a new pair at the same time. ************** told me that Hear.com has to send them notice that the lease is completed so they won't take any more funds. I have gotten nowhere with Hear.com, they keep telling me to go through ************** and ************** tells me to go to Hear.com.I agree with the Bank, why would I send my hearing aids to them?I have emailed Hear.com requesting a copy of my lease agreement.

  

  Business response

  12/28/2023

  *****, 

  Thank you for taking the time to voice your concerns. We are sorry to learn about your negative experience. Please know that our team did give you the correct information in regard to needing to contact ************** (Allegro Credit) directly. Per the Allegro lease that you signed (attached), it states the following-

  "16. RETURNING THE PROPERTY. If you do not exercise your right, if any, to buy the Leased Property, you will return it to us at a place we designate when this Lease ends. When you return the Leased Property, you must pay us any amounts you owe under this Lease and have not paid. If you keep the Leased Property after you are supposed to return it, each period you will pay us a periodic amount equal to the periodic Lease payment and other amounts that
  may come due. Your payment does not permit you to keep the Leased Property unless you get our written permission in advance. You will pay us upon return of the Leased Property the Disposition Fee in Section 2." 

  When calling **************, please make sure you are directed to the leasing department as they are the ones that will assist you on where the return the hearing aids. If for whatever reason, they still cannot assist you, please call us to learn how you can ship the devices back to us and we will send the devices back to Synchrony for you. 

  Happy hearing! -********, Customer Success Team

  Customer response

  01/02/2024

   
  Complaint: 21051573
  
  I am rejecting this response because:
  Although the attached contract states that I can return the hearing aids to a place that Hear.com designates, they are not telling me where to send the hearing aids. So, please tell me how to return them. It states in the contract that you will recieve the hearing aids if ************** will not. To date I have spent four months asking where to send the hearing aids with no good answer. I am also still being charged for the hearing aids ***** per month. It's not fair to withold the return information and keep charging me when I was willing to send the hearing aids back when the lease ended, July 2023. 

  ************** stated that they have nothing to do with the return of hearing aids. They also stated that they recieve many phone calls with other people having the same problem. 
  Sincerely,
  
  *****************

  

  Business response

  01/04/2024

  *****, 

  
  As I mentioned in my last response- We are sorry to learn about your negative experience. Please know that our team did give you the correct information in regard to needing to contact ************** (Allegro Credit) directly. Per the Allegro lease that you signed (attached), it states the following-
  "16. RETURNING THE PROPERTY. If you do not exercise your right, if any, to buy the Leased Property, you will return it to us at a place we designate when this Lease ends. When you return the Leased Property, you must pay us any amounts you owe under this Lease and have not paid. If you keep the Leased Property after you are supposed to return it, each period you will pay us a periodic amount equal to the periodic Lease payment and other amounts that
  may come due. Your payment does not permit you to keep the Leased Property unless you get our written permission in advance. You will pay us upon return of the Leased Property the Disposition Fee in Section 2." 

  In my last response- I also provided your Allegro contract to you. 

  
  If calling Allegro directly does not solve this issue, please call us to learn how you can ship the devices back to us and we will send the devices back to Synchrony for you. 

  
  -********, Customer Success Team

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by rep @ hear.com selling me the latest and greatest hearing aids. She scheduled an appointment for me with hear.USA. My hearing aids at that time came from hear.USA. With my hearing jeopardized during that call (hearing aids worked more like earplugs), I thought they were the same company. I got a hearing test and immediately new hearing aids. The entire billing process was rushed I questioned why my payments would start during the 45 day trial but couldnt get a straight answer. I went back several times with issues of not hearing any better than I did before. I got a compression fracture in my back and was very limited with mobility issues so basically just concentrated on my back. First chance I got, I went to hear.USA for yet again another adjustment since I still wasnt hearing any better. However, the last time I went to hear.USA for another adjustment I was informed that I had used all of my visits and I would have to pay for any more. This was the first time that anybody told me that hear.USA was treating me on behalf of hear.com and the billing was to hear.com. Can we say total senior abuse! Im 71 and hard of hearing. Full disclosure was never given by representatives of hear.com or hear.USA. Having had hearing aids from hear.USA, I know how many times I had to get an adjustment or new tips or just cleaned and was never charged for anything. So not explaining that I was dealing with two different companies definitely compromised my situation. I sent emails to ******* at hear.com but have never received a response. I need help going forward but that wont happen without communication. I shouldnt have to press on my ears to hear the person next to me while wearing $4,000 hearing aids. People are once again telling me that Im wearing earplugs. They dont fit in my ears properly but any changes will have to be paid for. This is definitely not what I signed up for and silence from hear.com speaks volumes about their sales tactics!

  

  Business response

  12/28/2023

  *****, 

  
  Thank you for taking the time to voice your concerns. We are sorry to learn about your negative experience. Please know that your 45-day trial period ended on 1/12/2023 (almost a year ago), so we cannot accept any returns for refund. As stated on the Purchase and Delivery Receipt that you signed (attached), you are given 5 complimentary visits with your local provider. After these visits are done, you are responsible for any service fees from your provider for each visit. See below-
  "I confirm that I have received a new hearing device and accessories. I am aware that I have 5 complimentary hearing aid related office visits within 3 years at the location where I purchased the devices from. If these
  visits are done outside of the location where I purchased the devices from, a charge of up to $50 will incur to the office providing the service."

  
  Additionally, we do require a credit card or a signed financing agreement to start your no-risk 45-day trial. However, if you were unsatisfied with our services or the devices, you were able to return them within the trial period for a full refund. Should you have any other questions or concerns, please feel free to reach out to us directly. 

  
  All the best! -********, Customer Success Team

  Customer response

  01/08/2024

   
  Complaint: 21049332
  
  I am rejecting this response because: The paperwork was done over the phone and was being relayed to me by the technician. It was all very rushed since my appointment took longer than expected. I wanted to correct my address and bank account but was told to just *************. Never in a million years would I have agreed to 5 visits over 3 years with the horrible experiences Ive had with hearing aids in the past. As I am typing this, the right hearing aid is still not fitting correctly in my ear. My two sons were with me over Christmas and I still had trouble hearing them! As I said before, I was under the impression that I was working with hear.USA and not two different companies. I was obviously having difficulty hearing what was in the paperwork other than signing up for payments. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the 45 day trial from hear.com and the representative told me there wss good news and that instead of paying **** for thr hearing aids that I would only have to pay ****. But I should have only had to pay 100 dollars for an in network company. Then when I called they said I couldn't return the hearing aids.I think they are a shady business. Thank you ****

  

  Business response

  01/03/2024

  Hello ****, 

  Thank you for taking the time to voice your concerns. Please know that we did check your insurance benefit and offered you a competitive discount. For the level of technology you purchased, the hearing aids are priced at $5500 but with the discount we provided, you paid $3975. By purchasing our hearing aids, you purchased out-of-network. Please know that we re-verified your insurance and found that you still have an out-of-pocket expense if you had gone in-network. Due to HIPAA, we cannot disclose more information in this response. However, if you would like to more details regarding this, please give us a call so we can explain further. 

  Also, your 45-day trial period ended on 11/30. You did not request to return until 12/22. We cannot accept any returns post-trial. If you have any other questions or concerns, please reach out to us directly.

  Happy hearing! -********, Customer Success Team

   

  Customer response

  01/16/2024

  Well I understand that I officially requested to return the hearing aids on December 22nd, but I asked a question about the insurance coverage on Dec 5th. 

  I understand that this is beyond the 45 day trial, but I did send a text to hear.com which was recorded by customer service on December 5th suggesting that the insurance coverage is shady. The customer service that has been given to me is beyond incompetent.  I have not received a call back from a single supervisor since I made a complaint and I have called at least 5 or 6 times.   I know that these delay tactics are a way to keep prolonging this return or lack thereof.  

  ********* told me that he had good news and that the insurance covered what you said in the previous message. Why didn't he warn me that you were an out-of-network provider?  I am sure he knew that back then because I should have only had to pay $100 for the hearing aids if you were in network.  Since I made the text on December 5th and you said December 22nd in your message says that you are definitely a shady company.

  Thank you,

  Mark

  Customer response

  01/17/2024

   
  Complaint: 21047347
  
  

  Well I understand that I officially requested to return the hearing aids on December 22nd, but I asked a question about the insurance coverage on Dec 5th. 

  I understand that this is beyond the 45 day trial, but I did send a text to hear.com which was recorded by customer service on December 5th suggesting that the insurance coverage is shady. The customer service that has been given to me is beyond incompetent.  I have not received a call back from a single supervisor since I made a complaint and I have called at least 5 or 6 times.   I know that these delay tactics are a way to keep prolonging this return or lack thereof.  

  ********* told me that he had good news and that the insurance covered what you said in the previous message. Why didn't he warn me that you were an out-of-network provider?  I am sure he knew that back then because I should have only had to pay $100 for the hearing aids if you were in network.  Since I made the text on December 5th and you said December 22nd in your message says that you are definitely a shady company.

  Thank you,

  Mark

  
  
  

  

  Business response

  01/26/2024

  Mark, 

  I would like to address your most recent concerns. As I mentioned, your trial period ended on November 30th (11/30). You did not message us about intent to return until December 22nd (12/22). You did message us on December 5th (12/5) with the following- "I was told that Hearing aids covered at 100% after $100 deductible. But I paid out of pocket for them? Why was I charged **** for them.". Your message to us does not suggest you wanted to return or that our coverage is "shady". It simply asks about your in-network benefit. You never asked us if we were out-of-network provider, so we provided you with the best out-of-network benefit.  

  Additionally, you mentioned that you have not received any calls from a supervisor, but we have 2 logged calls with you and our supervisor, ***** prior to writing your last response to suggest otherwise. Please know that we  are not a shady business and we do not practice delay tactics as we have already communicated to you that we are denying this return/ refund. You agreed to our terms and conditions, and we kept our end of the agreement. You were given a 45-day trial to decide if you wanted to keep our hearing aids, and as mentioned multiple times, you did not ask to return until several weeks after your trial period was over. 

  If you have any questions or concerns, feel free to reach out to us directly.

  All the best -********, Customer Success Team

  
  
  

  
  
  

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