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:06/25/2025

  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 responded to a Hear.com ad on 5/16/25. Had a pleasant conversation with their rep ***** ********) and was eventually set-up for a virtual hearing diagnostics on 5/28/25. **** and Hear.com kept in regular in touch with me up to the day of the appointment. **** told me he would be in touch the day after the appointment to make sure everything went well. I met with the Audiologist on line as scheduled having to leave work early to make the appointment. The audiologist informed me that the testing could not be completed because the wrong hearing aids were sent out. I was assured that the correct hearing aids would be flown out and a follow-up appointment would be scheduled within a few days. I reached out to Hear.com 4 times via text and email with no response. Ineeded to enlist the independent audiologist to get a response. I was told I would have an appointment as soon as they had a tracking number for the hearing aids shipment. It took an additional 2 weeks and 3 weeks altogether before the replacement hearing aids arrived. I informed **** that i was no longer interested in their product because the customer service provided to a new customer would certainly not get any better once I became an existing customer. I asked for the $98 deposit that was taken on a credit card at the onset. I was in possession of their equipment and hearing aids and was willing to return it once the refund was provided. Subsequently, I returned to my original hearing device provider to resign with them. Financing is done with the same bank/ Finance institution (Synchrony/*******). They informed me an account was opened up with Hear.com and payments would begin being withdrawn from my checking acct. beginning 7/1. I never agreed to use their hearing aids, so I'm not sure what kind of payment they intend on extracting. Additionally, I have 45 days to cancel so I am cancelling well within the timeframe. I am looking for the $98 refund and no payments to be deducted from my account.

  

  Business Response

  Date: 07/02/2025

  Thank you for taking the time to share your experience, *****. We truly regret the inconvenience and frustration this situation has caused, and we appreciate you bringing it to our attention.
  We understand how disappointing it was to receive the incorrect hearing aids and the delay in resolving the issue afterward. Thats not the level of service we aim to provide, especially during the early stages of your journey with hear.com. We sincerely apologize for the lack of timely communication and any stress this caused.
  We also want to confirm that a member of our team has already spoken with you and clarified the next steps. As discussed, your contract will be fully canceled once the hearing aids are received at our headquarters. We are aware that you've already returned the devices, and our team is actively monitoring the return to ensure everything is finalized.
  Additionally, wed like to reassure you that the $98 deposit hold was released at the time your original appointment was canceled. This amount was not processed as a charge.
  We apologize again for the experience and appreciate your patience as we work to complete this resolution. If you have any further questions or need confirmation of your cancellation, were here to assist. - ******, Customer Success Team

  Customer Answer

  Date: 07/17/2025

   
  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:06/18/2025

  Type:Order 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.

  In the recorded phone conversations about the terms of a test-trial of the Horizon IX hearing aids with ***** ***, a Hear.com sales person. Mr. *** insisted that 45 days was the time period necessary to adequately test new hearing aids. We agreed that if and only if, in fact the Horizon IX aids significantly improved my speech recognition, I would purchase the hearing aids.The terms of the hearing aids loan (for the trial test) was that I make a strictly conditional purchase of the hearing aids, which was completely refundable for any reason I found them unsatisfactory after the trial. I agreed to a 3 year installment-plan of approximately $135.50 per month. The first month's (entirely refundable) installment would be made one month after e-signing the trial loan agreement. Accordingly, $135.50 was deducted from my bank account on 3/21/25, by **************--who I learned was the new holder of my original contract with Hear.com. After 20 days of trial testing, I reported to Hear.com that there had been no speech recognition improvement. I visited Mr. ****** ******, Hear.com's "provider" in *******, to see if he were able to make any program adjustments. He showed me where I could find Horizon's on-line app. so that I might try their programable adjustments. He said, if I needed more time to test my aids, he was sure they'd give me it. Even trying everything available on line, I still found no improvement. And as the last best test, I went to an independent audiologist. There I learned that my hearing could no longer be improved by hearing aids. I reported this to Mr. ****** and he said I should return them to Hear,com. When I finally reached Hear.com to get a return address, I was told that I had exceeded their 45 day return period and that I therefore "owned" them. I wrote and talked at length to administrators at Hear.com. And they insisted that I owed ************** $4,200. period. I disagree.I stopped further payments.

  

  Business Response

  Date: 06/23/2025

  *****, thank you for sharing your experience. Were truly sorry to hear that the Horizon IX devices did not meet your expectations, and we understand how frustrating this situation has been for you.
  Please know that our management team thoroughly reviewed your case multiple times to ensure every detail of your concern was taken into account. At ********************, we offer a 45-day no-risk trial, which allows customers to test their ********************** aids and work closely with their provider to make adjustments as needed. This trial period comes with a 100% money-back guarantee and is designed to ensure that the devices are a good fit before making a final commitment.
  This 45-day policy was explained during your consultation with ***** *** and is clearly outlined in the Purchase Agreement you signed. According to our records, your trial period ended on April 5, 2025, and the first communication we received from you requesting a return was on April 11approximately six days after the trial period had ended.
  As a result, and in accordance with the terms of your agreement, we are unable to accept a return of your devices. At this point, the hearing aids are considered purchased and owned, and your financing agreement is now managed through ***************
  That said, we strongly encourage you to continue working with your provider to explore every available adjustment option. Many of our customers find that additional fine-tuning with their provider can significantly improve their experience, even after initial challenges.
  We genuinely regret that your experience hasnt met your expectations, and we remain committed to supporting you however we can moving forward. - ******, Customer Success Team

  Customer Answer

  Date: 06/28/2025

  Hear.Com contends that I own the Hearing aids because I didn't return them within their 45 day trial period. It is the reasons why I didn't that explain & justify why I didn't. 

  They have the recording of my discussion with  ***** *** about the terms I agreed to for my purchase, namely, if and only if they improved my speech recognition. They did not. That conversation will also reveal that Mr. *** insisted that at least 45 days of trial were necessary for me to adequately test the devices. He inclined me to believe that the longer the test the more accurate my conclusion.  I could not have tested them for 45 days and returned them within 45 days.

  When I told Mr. ******* Hear's local provider, after approximately 20 days of testing them, that they had not yet given me better speech recognition and asked if he could make some adjustments to the devices so that they might, he advised me to install and use Horizon IX's  on-line application and iPhone's settings for hearing devices to see if they helped.  He also told me that if I needed more time than the 45 days to test them, Hear would give me that time.  

  I have attached to this response, a copy of Mr. ****** letter confirming his statement to me that an extension of the 45 day trial was available me if I needed more time to test the devices.

  I stayed in touch with Mr. ****** and discussed my testing results from then until the time that I reported to him the results of the independent hearing test Dr. ******** ******* gave me on April 8, which indicated that my hearing had devolved to a point that new or "better" hearing aids could not improve my hearing.

  At that point we agreed that I ought to send Hear.com's Horizon IX hearing aids back to them.

   

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23488775
  
  

  
  

  Hear.Com contends that I own the Hearing aids because I didn't return them within their 45 day trial period. It is the reasons why I didn't that explain & justify why I didn't. 

  They have the recording of my discussion with  ***** *** about the terms I agreed to for my purchase, namely, if and only if they improved my speech recognition. They did not. That conversation will also reveal that Mr. *** insisted that at least 45 days of trial were necessary for me to adequately test the devices. He inclined me to believe that the longer the test the more accurate my conclusion.  I could not have tested them for 45 days and returned them within 45 days.

  When I told Mr. ******* Hear's local provider, after approximately 20 days of testing them, that they had not yet given me better speech recognition and asked if he could make some adjustments to the devices so that they might, he advised me to install and use Horizon IX's  on-line application and iPhone's settings for hearing devices to see if they helped.  He also told me that if I needed more time than the 45 days to test them, Hear would give me that time.  

  I have attached to this response, a copy of Mr. ****** letter confirming his statement to me that an extension of the 45 day trial was available me if I needed more time to test the devices.

  I stayed in touch with Mr. ****** and discussed my testing results from then until the time that I reported to him the results of the independent hearing test Dr. ******** ******* gave me on April 8, which indicated that my hearing had devolved to a point that new or "better" hearing aids could not improve my hearing.

  At that point we agreed that I ought to send Hear.com's Horizon IX hearing aids back to them.

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

  

  Business Response

  Date: 07/01/2025

   *****, thank you again for sharing your detailed experiencewe understand this has been incredibly frustrating, and we truly regret that your journey with the Horizon IX hearing aids has not met your expectations.
  We want to be transparent in reiterating that our 45-day no-risk trial policy is clearly outlined in the Purchase Agreement you signed prior to receiving your hearing aids. This trial period exists to ensure every customer has ample time to evaluate their devices and request a return if neededwith a full refund guaranteed during that window.
  While we appreciate your conversations with both ***** *** and your provider, and **** reviewed the documentation you shared, we did not receive any formal request to return the devices until April 11, which was six days past the end of your trial period on April 5, 2025. As stated in our policy and agreement terms, we unfortunately cannot accept a return once the trial period has expired.
  At this point, your purchase is active and the financing agreement is being managed through **************, independent of hear.com.
  We know this isnt the resolution you were hoping for, but we remain committed to supporting you moving forward. If you'd like, were happy to assist in scheduling additional follow-ups with your provider to explore any further adjustments that may help improve your experience with the devices. - ******, Customer Success Team

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23488775
  
  

  Hear.coms response to my last letter thanks me for sharing  my detailed expeience with them, acknowledges that it has been incredibly frustrating for me and regrets that [my] journey with the Horizon IX hearing aids has not met [my] expectations.  It goes on to tell me that it wants to be transparent, but only reiterates its 45 day return policy.  

  
  

  Please, let us be transparent!  Please share with me a copy of my recorded conversation with their sales person ***** ***.  It is in this conversation about the terms of accepting their trial and my sincere interest in purchasing their aids that Mr. *** told me that 45 days are required for my brain to be able to receive the transmission of the increased speech recognition. He told me this authoritatively after I informed him that I recently had a 14 day trial of Oticons most advanced hearing aids and that they did not improve my speech recognition.  I told him that I appreciated Hear.coms willingness to allow me a full 45 day trial, but/and I would purchase Hears aid ONLY if they, in fact, improved my speed h recognitionthat it would be worth it for me.  And I was so appreciative of the extended trial period that I would agree CONDITIONALLY  to buy them (if they actually improved my speech recognition.)

  
  

  Let me be transparent, as well.  I noticed in the small print agreement" that accompanied the Horizon IXs that they had to be returned within 45 days for a full refund of the first of the 36 monthly payments I agreed to make, WHEN I agreed to buy themAFTER they proved to be effective in improving my speech recognition!  I noticed the contradiction in the two ways the "45 day trial was used.  I was supposed to wear them, test them for 45 days, to see if they in fact worked, but I was supposed to have given them back within 45 days.  I thought that this "contradiction or confusion would be cleared up when I worked with Hear. coms Provider, ****** ******, who would fit & test the hearing aids when I started wearing them and throughout the trial period, as needed.

  
  

  After about 3 weeks of rigorously testing the Horizon IXs in many situations and settings, I was discouraged that they did not  seem to be improving my speech recognition. Coincidentally, around this time I received a call from someone at Hear.com who wanted to know how the trial was going.  I candidly reported that I was not noticing any improvement and was thinking of returning them long before the 45 days.  And then I realized that the agreement was to give them a full 45 days or more since I had the impression that the longer my brain had to benefit from the changes they made, the more Id notice the improvement.  And I wanted them to work!  I hoped that the promotion of the Horizon IXs special attention to increasing speech recognition would work if I gave them the best trial I should.

  
  

  In fact, I scheduled an appointment with ****** ****** to ask him if he could adjust my aids so they might deliver the hearing I was testing & hoping for.  As Ive told you before, he introduced me to the on-line Horizon App and the IPhone function that I might experiment with.  He also said that I if needed more time for the trial, he was sure they would give it to me.

  This gave me to believe that the 45 days mentioned in the small print form that came with the devices was adjustable if I was still testing with the intention of buy them and I was!

  
  

  As time went on and I couldnt conclude that my speech recognition was improved or improving and still hoping that someone could show me a way or recommend a way that the Horizon IXs would work, I made an appointment for April 8th with an independent audiologist to test my hearing again.  And when I learned that no hearing aid was going to improve my hearing/speech recognition, I understood why the Horizon IXs didnt and couldnt work.  The very next  day I saw Mr. ****** and concluded with him that I should return the hearing aids.  

  
  

  That the aids didnt and couldnt work to improve my speech recognition was the part of my agreement with ***** *** which determined whether I purchased them or not.

  Additionally, I gave them every test I could to see if they would work and went beyond the 45 days to it. 

  
  

  For these reasons I believe that my conditional agreement with Hear.com shouldve been terminated. 

  Their refusal to accept them back and my delivering them to Hear.coms provider until they agree to is where things stand.

  I still hope this matter can be settled amicably. 

  
  

  Hear.com says  we unfortunately cannot accept a return once the trial period has expired.  Thats not even true!!  You could if accepted my trial extension in order to keep testing with the intent of BUYING. Thats what your provider told me. 

  I absolutely cannot give up $,4,200 to a company that wants me to pay for a health device that doesnt and cant help me.

  
  
  

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

  

  Business Response

  Date: 07/22/2025

  *****, thank you again for your continued communication and for taking the time to share the details of your experience. We truly understand that this has been frustrating and appreciate your transparency throughout.

  
  To clarify and formally close this matter:
  Our records show that you were fitted with your Horizon IX hearing aids on February 19, 2025. At that time, you signed a Purchase & Delivery Receipt, which clearly confirmed the start and end dates of your 45-day trialending on April 5, 2025. As stated in that agreement, all returns must be made within the 45-day trial period in order to be eligible for a full refund.

  
  While we understand you were in close contact with your provider during the trial period and made a sincere effort to evaluate the devices, our team did not receive a formal request to return the hearing aids until April 11, which is outside the return window outlined in your agreement.

  
  We have reviewed all correspondence and documentation, including the information provided about your experience with our provider.

  
  We genuinely regret that the Horizon IX hearing aids did not provide the improvement you were hoping for. Our intention is always to help customers find the best possible solution for their hearing needs, and were sorry we werent able to achieve that for you.

  
  At this point, your financing agreement remains active and is managed through **************, an independent financial institution. While we are unable to alter the status of your purchase, we remain available should you wish to schedule additional support or fine-tuning sessions with your provider.

  
  We hope this clarifies our position and brings final closure to the matter. - ******, Customer Success Team

• Initial Complaint

  Date:06/05/2025

  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.

  Constantly receiving texts regarding their product. I have never contacted them. I want all texts and communications to STOP immediately.

  

  Business Response

  Date: 06/06/2025

  *******, thank you for bringing this to our attention.
  After thoroughly reviewing our system, we were unable to locate any record of your contact information associated with our database. It's possible that the messages you're receiving may be coming from a different company with a similar name.

  
  At hear.com, we take privacy and communication preferences very seriously. If you believe the messages are indeed from us, please provide the phone number or email address where you're receiving communication so we can investigate further and ensure you're fully removed from any future outreach.

  
  We appreciate your patience and the opportunity to clarify this matter. - ******, Customer Success Team

• Initial Complaint

  Date:05/30/2025

  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.

  On April 30th I attended a hearing aid test with my mom, ******* *****. The services provided are listed under her name; email: ************************ phone number: ************.At the time of testing, hearing aids were provided in a package from hear.com (also included were a digital tablet and hearing test items). Testing was virtual through the tablet provided by Hear.com with an agent named *******. This was misleading as my mom was told a representative would attend in-person. However, as we had the equipment, we went forward with the ******* conclusion, ******* - as a hearing expert from hear.com - advised my mom she would benefit from hearing aids. The hearing aids were provided in the package. ******* programmed them for mom. My mom paid for the hearing aids at that time, at a total cost of $4,900.I asked about the refund policy and was advised we had 45 days to return for a full refund. This was further confirmed in the contract signed at time of payment.Within one week after the receipt of the hearing aids, ******* was admitted to the hospital. She told me she wanted to return the hearing aids as they'd proven uncomfortable and she no longer desired to keep them.From that point forward, I have provided hear.com with a letter - signed by my mom - giving me full authority to handle this for her (this letter was at the request of hear.com).I am attempting two things: (1) we still have the full compliment of testing equipment with no clear direction on how to return it to the company. (2) we want direction to return the hearing aids for a refund.I have called the provided number several times - it times out and I'm sent a chat link. I've connected with an agent x2. First time the agent never joined the chat. 2nd time, when I provided my info, the chat closed. I sent an email on May 28th and no response has been received. A vague text was received directing us to place a box "outside the door" for *** pick-up with no further instructions.

  

  Business Response

  Date: 06/02/2025

  Thank you for reaching out and bringing this to our attention, ***. First and foremost, were very sorry to hear about your moms recent hospitalization and any added frustration this situation has caused.
  We want to confirm that your concerns have been fully acknowledged and addressed. On June 2nd, we personally reached out to you via phone and discussed the next steps. As you mentioned during the call, your mother, ******* *****, would like to return both the hearing aids and the kit provided. We have received her signed authorization, submitted on May 28th, granting you full permission to communicate and make decisions on her behalf regarding her account and the return process.
  To facilitate the return, we advised that you use the return label (RL) included in the original shipment box to send back all materials. However, to ensure you have everything you need, we also sent a digital version of the return label to your email. Please use either label to return the items by tomorrow, as discussed.
  We apologize for any earlier miscommunication or delays you experienced through our support channels. Your case has been escalated, and we are monitoring it closely to ensure a smooth resolution. Once the return is processed, we will promptly issue the refund in accordance with our 45-day return policy.
  If you have any further questions, dont hesitate to reach out directly. We truly appreciate your patience and hope your mother is on the road to recovery soon. - ******, Customer Success Team

  Customer Answer

  Date: 06/18/2025

   
  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:05/28/2025

  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 ordered hearing aids for my 93 yo father, he refused to even open the package, we returned them April 17, 2025. My account number with ******************** is ********. They are saying that I returned an empty box. They tracked the box to ******, *** I returned the hearing aids unopened. *** picked up the package from ************************************** ********, ** *****. I called and spoke with ******* on 5/3/25 and she acknowledged that the package was picked up but there was a problem with *** in the ****** location. ************** is asking for payment but I returned the hearing aids and do not have to pay. I spoke with **** on 5/16/25 and she did a Code Red for the *** case. I am still getting notices from ************** .They are saying I am past due on my account. This is going to mess up my credit score which was near perfect prior to your error and ***> please inform the bank that I am not responsible to pay for hearing aids that I returned.

  

  Business Response

  Date: 05/28/2025

  ****, thank you for bringing this to our attention, and we sincerely apologize for the stress and inconvenience this situation has caused you and your father.
  After a thorough investigation, **** confirmed that *** tracking indicates the returned package was unfortunately discarded due to damage during transit. We fully recognize that this was through no fault of your own.
  Given the circumstances, we have taken the appropriate action on our end. As of now, your Synchrony contract has been officially cancelled, and you are not responsible for any further payment.
  Our Customer Support Representative, ****, has also spoken with you via telephone to explain the resolution and has followed up with a confirmation email outlining the cancellation details.
  We understand how important your credit standing is, and we are committed to ensuring this matter is fully resolved. If you have any further questions or concerns, please dont hesitate to reach out directly. - ******, Customer Success Team

  Customer Answer

  Date: 05/28/2025

   
  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:04/27/2025

  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.

  After trying to hopefully get some benefit from their $6,000+ (discounted to $4,250) hearing aid, their device did not work for me. My 45 day return period fell on Sunday, and after trying to call them waiting for over ***** minutes on Friday, Saturday and SUNDAY, I was not able to talk to anyone. I then find out that they would not honor my return calling them on Monday. Even though their in-house agent and local provider were told and knew very well that my hearing aids did not work for me, and that they were fully well aware of that, they refused to honor their 45 day return guarantee. Going back and forth for two weeks after begging them to honor their return guarantee, I was finally told that their so-called upper management decided that they cannot honor my return. They will use ANY excuse to refuse returns, and got me stuck for $4,250, even when I told them and let them know that their hearing aid did not work for me.

  

  Business Response

  Date: 04/28/2025

  Thank you for sharing your feedback. We sincerely regret that you are dissatisfied with your experience and we want to provide clarification regarding the concerns youve raised.
  
  We have conducted a thorough investigation into your case, including a full review of call records, emails, and conversations with your provider.
  
  Here are our findings:
  
  Your 45-day trial period officially ended on Sunday, April 13, 2025. As a courtesy, we would have accepted a return request if it had been made by Monday, April 14, 2025.
  
  According to our records, the first communication requesting a return was an email received on April 15, 2025, which was after the return window had expired.
  
  Our call system shows no missed calls from either your number or your wife's number between April 12 and April 14.
  
  Feedback from your provider also indicated that, while you expressed ongoing dissatisfaction and uncertainty during your trial period, you did not clearly request a return prior to the trial ending. The provider noted that during your last appointment, issues with phone connectivity were resolved and no further concerns were raised at that time.
  
  Based on these findings, and in alignment with the terms outlined in your Purchase Agreement (which states that return requests must be communicated directly to hear.com within the trial period), the decision to deny the return remains unchanged.
  
  We understand this is frustrating, and we are truly sorry that your experience did not meet your expectations. While your trial has ended, both hear.com and your provider remain committed to supporting you and assisting with any troubleshooting or additional support you may need with your hearing aids.
  
  If you would like further assistance with the devices or have any questions, please do not hesitate to contact us at ************.
  
  Thank you for your understanding. - ******, Customer Support Team

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23256979
  
  I am rejecting this response because:
  
  Sincerely,
  
  Sina Goharjou

  

  Business Response

  Date: 04/28/2025

  Thank you for your follow-up. We acknowledge your concerns and sincerely apologize for your ****************** reiterate, per the terms of the Purchase Agreement, a formal return request was required within the 45-day trial period. Our records confirm that the first return request was received via email on ***** 15, 2025, after the trial period had ended. Additionally, our call system shows no missed calls from either your number or your wife's number between ***** 12 and ***** 14.Given these facts, we are unable to alter the outcome of your case. Our team remains available to assist you with troubleshooting, support, or alternative solutions to ensure you can get the most benefit from your hearing aids. Thank you for bringing your feedback to our attention.

  Customer Answer

  Date: 04/28/2025

  Your call log is incorrect, as I have the call times saved on my and my wife's phones.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23256979
  
  I am rejecting this response because:
  
  Sincerely,
  
  Sina Goharjou

  Customer Answer

  Date: 04/30/2025

  The call logs to hear.com have been saved on our phone, and can be revealed to proper authorities.

• Initial Complaint

  Date:04/27/2025

  Type:Customer Service 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.

  **************** was terrific for the first year. Now into my second year I can't find a person or char room to find a answer to my question

  

  Business Response

  Date: 04/28/2025

  Thank you for bringing this to our attention. Were sorry to hear youve had difficulty reaching us recently, and we appreciate the opportunity to address your concerns.
  Our team has attempted to contact you by phone but was directed to your voicemail. To assist you further, you are welcome to call us back directly at **************. Alternatively, you can also connect with us through our online chat feature available on our website at www.hear.com for faster support.
  We look forward to helping you and ensuring your needs are fully addressed. - ******, Customer Success Team

• Initial Complaint

  Date:04/14/2025

  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.

  On Thu Mar 20, 2025 I called hear.com in order to resolve several issues re the programming/function of the hearing aids I had received. My primary intent was to have said issues resolved such that I would have a more solid basis for determining whether or not to keep said hearing aids, or to return them and claim my 100% Money Back Guarantee within the 45-day free trial window that was to expire after Mar 24, 2025. In order to return the hearing aids I would need a *** return label from hear.com. Unfortunately, when I called hear.com on Mar 20, 21, and 24, I was told that ****** would call me back ASAP on each one of those days, but that never happened. Instead, ****** sent me a message on Tue Mar 25 telling me not to worry about the 45-day limitation. Among the issues were the following: 1) Availability of instant turnoff with sudden loud noises, 2) Why had I been sent a lower grade hearing aid (Signia 5 IX) than the most advanced (Signia 7 IX) as originally chosen, 3) Why did hear.com charge about twice as much for said Signia 5 IX as did a competitor, ******************************** for the Signia 7 IX ($2,100), higher grade hearing aid produced by the very same manufacturer based in ******* (***). Initially, I was given info to the effect that the loud noise turn off function was available to me, but in the end that did not happen. Also I was told that ******************************** was likely offering some cheap copy cat product, but upon my investigation that turned out not to be true. In consequence, I lost confidence in hear.com and requested my refund and a *** label for returning the hearing aids in consequence of hear.com's failure to, and delays, in addressing said issues as promised. My claim was denied, dishonored. I find that hear.com has given me the run-arounds, while also providing false and misleading information, thus allowing the 45-day limit to expire, totally disregarding ******** extension. To me, the above said constitutes breach of contract on the part of hear.com.

  

  Business Response

  Date: 04/25/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration and confusion you've experienced. Your concerns are very important to us, and we regret that your interactions with our team did not meet the standard of service we strive to provide.
  We understand that you reached out multiple times prior to the expiration of your 45-day trial and did not receive the timely support you deserved. We also acknowledge the confusion around the model you received, the feature expectations, and pricing comparisons. We deeply regret the breakdown in communication and any misinformation that may have contributed to your dissatisfaction.
  Please know that our team has been actively trying to reach you to provide further clarification and resolve this matter, but we have not been able to connect with you. In light of your concerns, we are prepared to offer a price match for the hearing aids you received, ensuring that you receive the best possible value for your investment.
  Wed like the opportunity to speak with you directly and find a resolution that meets your expectations. Please contact our team at ************ at your earliest convenience so we can assist you further.
  Thank you again for your feedback, and we look forward to resolving this with you. - ******, Customer Success Team

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23199920
  
  I am rejecting this response because: 

  1. Although it is possible that hear.com may have attempted to contact me as claimed via a non-working USA only phone number, I find no evidence that hear.com has attempted to contact me via email or via my phone number overseas as provided with my BBB complaint.

  2. On May 1, 2025 I sent hear.com an urgent email (attached) requesting hear.com to contact me in order to specify exactly what hear.com's words via BBB means. Seeing that
             a) said words of hear.com via BBB are very poorly defined and in need of clarification:
             b) that hear.com has not bothered to contact me via email or via my overseas phone number as provided with my original BBB complaint; and
             c) that the above said deficiencies only adds to my prior loss of confidence in the products and services of hear.com.
       Therefore, at this point in time I see no option but to reject the words and the offer provided by hear.com via BBB.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/11/2025

  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.

  Hello,this complaint is in regard to the repeated text messages I'm receiving from this company about hearing aids. I spoke to someone a few weeks ago about this and the text are still coming through.I requested that they take me off their calling and texting list and they said that they would but have not to this day.I am requesting that they cease and desist in regard to the texting me.Thank you very much for your assistance.

  

  Business Response

  Date: 04/14/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience you've experienced.
  We have confirmed with our team that your phone number and email address have been removed from our communication lists as of April 14, 2025. You should no longer receive any calls, texts, or emails from hear.com moving forward.
  Should you receive any further communication from us in the future, please dont hesitate to let us know right away, and we will take immediate steps to address and correct the issue. Your feedback is important to us, and we appreciate your patience and understanding. - ******, Customer Success Team

  Customer Answer

  Date: 04/14/2025

   
  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,
  
  J.r. ****

  Customer Answer

  Date: 05/13/2025

  Complaint submitted on 4/11/2025 against Hear.com, LLC.  Complaint was assigned ID ********.  Issue has not been resolved even though they claim my phone number and email address have been removed from their communication lists as of April 14, 2025.

  Still receiving texts every other day from them!

  

  Business Response

  Date: 05/19/2025

  J.R. ****, thank you for bringing this to our attention, and I sincerely apologize for the continued inconvenience you've experienced. I understand how frustrating it must be to keep receiving communications after being told you'd been removed from our lists. Please know that *** personally opted you out of all communication channels and have escalated this to our IT team with a request to permanently blacklist your phone number and email address to prevent any future messages from being sent.
  We take your concerns seriously and appreciate your patience as we work to fully resolve this. If there's anything more we can do to assist you, please dont hesitate to let us know.

  Best, 

  Customer Support Team

  Customer Answer

  Date: 05/23/2025

   
  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 just so long as I don't have anymore problems with this.
  
  Sincerely,
  
  J.R. ****

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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.

  A Enter a description of your problem As a first time hearing aid user I contacted ******************** based on an internet ad advertising the highest quality speech clarity available.They sent hearing aids without an evaluation. I told the recommended provider they did not seem to help much. I didn't know what to expect. It wasn't until I purchase a new Phone 16 that I discovered I could not pair my hearing aids with my new phone. I began to suspect that I had received an older model and not the advertised one. Upon calling I discovered that what I had received was the 2023 AX model not the intended IX one. I contacted my provider who gave me a management contact to request an exchange, even offering to pay the difference. They refused and ignored all future attempts to contact them. Frustrated I contacted the credit company who I had agreed to pay to issue a complaint against Hear.com for fraud. Allegro with *************** Account ********. They said they would contact them but could not send me a copy. This occurred on March 27, 2025. I contacted my provider again and he said he no longer worked with Hear.com because he had complaints from several customers. Crystal Clear ********************** Center ***** ****** ************. I am reaching out to you because I feel this is fraud perpetrated on the elderly population(abuse) who are more likely in need of hearing aids and less likely to defend themselves and endure the process to receive retribution. I believe this company is guilty of fraud, evasive customer service, and willful abuse.

  

  Business Response

  Date: 04/25/2025

  Thank you for taking the time to share your experience. Were truly sorry to hear about the frustration youve faced and want to sincerely apologize for the confusion and inconvenience this situation has caused.
  Weve conducted an extensive internal review of your case and acknowledge that the device you received was not the one you had initially expected. As a first-time hearing aid user, your trust in us is incredibly important, and we regret that your introduction to hearing care did not reflect the standard we strive to uphold.
  To make this right, we will provide you with an upgrade to our Horizon IX hearing aids at no additional cost to you. Our goal is to ensure that you receive the high-quality technology and care that was promised from the beginning.
  A member of our team will be reaching out to you shortly to finalize the details and coordinate delivery of your new devices.
  We truly value your feedback, and were committed to resolving this experience in a way that restores your confidence in our service. Thank you again for giving us the opportunity to make this right. - ******, Customer Success Team

  Customer Answer

  Date: 05/13/2025

   
  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,
  
  ******* Daily