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: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

• Initial Complaint

  Date:08/03/2025

  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.

  They have been nonstop sending me spam texts for the last several weeks. I have no hearing issues, have never looked up any sort of hearing aids, but somehow they have my name (first and last), the town I live in, and my phone number. No matter how many times I report it as spam to *****, the texts keep coming. The texts also keep getting longer, and now have started to include photo ads for their company.

  

  Business Response

  Date: 08/04/2025

  Thanks for bringing this to our attention, and we're genuinely sorry for the frustration this has caused.
  It looks like your information was submitted through a hear.com ad, via one of our partner channels, *** *******. We want to assure you that we never send messages unless someone has actively provided their information.
  That said, we've gone ahead and removed your contact details from our system, so you wont receive any further communication from us. If you have any other concerns, feel free to reach out. - ******, Customer Success Team

  Customer Answer

  Date: 08/14/2025

   
  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,
  
  ****** ********

• 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,
  
  **** ********