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:05/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accepted hearing aids on a 45 day trial. Two days before the trail ended I contacted both Hear.com and its local provider, Hearing Experience via email. I did not hear back and my trial expired (the expiration day was May 19). Had I gotten a response, it was my opportunity to decide if I wished to remain a customer or return the product. Since I was not contacted I did not have the opportunity. I did not hear back from either Hear.com or Hearing Experience until Monday, May 22.In the meantime, the local provider has reached out. They instructed me to return the hearing aids to them which I did do on Tuesday, May 23. The hearing aids are currently at the local provider's office, and I do not wish them back.The supplier, Hear.com, is adamant that I am seeking a return 'out of trial'. I hold, that because I had tried to contact them, and they did not respond, that extenuating circumstances extend the trial over the few days being disputed.I believe this is a easily rectifiable situation: the company already have the hearing aids that they asked me to return, and I have already informed the companies that I am wishing to return them. This to me, is a classic case of Customer DisService.I will do everything I can to help ensure others do not fall victim to Hear.com business practices. I also am out $4200 for a product in their possession and which I do not want or need.I can send copies of emails and screen shots of text messages if required.

  

  Business Response

  Date: 06/20/2023

  Hello *****, 

  Thank you for taking the time to voice your concerns. We are sorry to learn about your negative experience with your hearing aids and our services. Also, I do apologize for the delay in our response as my management team was reviewing your account for final decision. Because you were not fit with the devices you had initially requested and due to the fact that your local provider approved the return post-trial, we have gone ahead and accepted this return. On 6/16, we refunded you for the full amount of $4.250 and closed out your account. 

  If you have any questions or concerns, please do not hesitate to reach out to us.

  All the best! -Sami, Customer Success Team

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sent me a pair of hearing aids, but I couldnt set them up . And the representative always called me when I was working. So when didnt get them set up . And I then put them back in the box, using hear.cons return label. Took them to the *** store and shipped them. Now the mysteriously cant find them.

  

  Business Response

  Date: 05/11/2023

  Hi ****, 

  Thank you for taking the time to voice your concerns. We are sorry to learn about your negative experience with our services. As your consultant has already discussed with you, we have opened an investigation with *** because we learned that they are the ones who lost the package. Our team has already canceled your financing agreement as you are not responsible for the hearing aids not being returned to **. If you have any questions or concerns, please do not hesitate to reach out. 

  All the best, 

  Sami, Customer Success Team

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased hearing aids for my wife who is 85 years old and confined to bed in a nursing home on 8-26-2022. Nursing home lost left hearing aid and I contacted Hear.com for the Replacement and paid the $400.00 on 2-2-203 to the local office, Beltone of NWF, serving their account as instructed by Hear.com.I have called the local office approx 15 to 20 times without any return calls. I showed up unanounced and spoke with the owner/manager who said he would get me the lost hearing aid. Hear.com denies their liability and blames it on the local office they used to fit these hearing aids. I did not buy from Beltone NWF, I bought from Hear.com and expect them to live up to their stated replacement warranty. Beltone NWF has not delivered on any promishes and in fact do not return phone calls.Meantime, my wife is unable to communicate effectively with the doctors and caregivers taking careof her.Thanks W ***************

  

  Business Response

  Date: 05/17/2023

  Hello ******* and ***, 

  Thank you for taking the time to voice your concerns. We are very sorry to learn about your negative experience in regard to the lost hearing aid. Because you went to your provider to order the Loss and Damage device, we no longer were able to assist you. This is because our contracted partner provider ordered it directly through the manufacturer instead of going through our team. Unfortunately, the device was delivered to your provider's office on a day that they were not there, and the device was stolen. Since then, we have involved our ****************** team and have been working very hard to resolve this issue for you. 

  Our Loss and Damage team would like to replace this device to you at no charge. However, in order to do this, we need the provider to explain to the manufacturer what happened so they can reinstate the warranty. Once this happens, you will be refunded the $400 from the provider, and then our team can place a new order. Sadly, we have been experiencing difficulty getting ahold of the provider in order to move forward with this process. Please know that we understand, and we sincerely apologize for the inconvenience and frustration this has caused you. Our team will continue to work diligently to get this sorted out as soon as possible. 

  If you have any questions or concerns, please do not hesitate to reach out to us. 

  All the best, 

  Sami, Customer Success Team

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of hearing aids from Hear.com around August 2022. Within a few weeks one of the hearing aids quit working we went through the trouble shooting process, which did not rectify the situation. I waited two weeks for a new power cord installed it. The hearing aid worked for a few days and quit again. I sent everything back to them and told them I didnt want them anymore. They call me back in a few weeks and offered to send me a brand new pair which I excepted once I receive the new set of hearing aids they worked for about a week now the right one is not working again. I have repeatedly called tech-support and feel I am getting the runaround. I cannot deal with the local Hear.com dealer as they keep telling me they are booked out for at least two weeks , the tech person scheduled a phone conference with me for next Monday. I do not believe this will do any good since I have sent the set up kit back to them and they will no longer be able to remotely access my hearing aids. I was told that if they cannot solve my problem online, I would need to mail them to the local dealer nearby in **** ******* who would check them and if they could not fix them would have to send them to Hear.com in *******. These are necessary devices for my communication. I am tired of getting the runaround. They are also still taking out my monthly finance payment of $133 despite the fact that I have had problems with these hearing aids, probably 75% of the time.

  

  Business Response

  Date: 03/03/2023

  Hi *******,

  Thank you for taking the time to voice your concerns. We do sincerely apologize for the negative experience you have had with your hearing aids. Please know that we are not trying to give you the runaround but rather have been working hard to resolve the issues you have been facing. Per your last appointment, it was determined that you might have faulty receiver wires. Have you replaced these? Did this resolve the issue? If this did not resolve the issue, we will need to send your hearing aids into the manufacturer for repair. 

  We look forward to speaking with you soon! 

  All the best, 

  Customer Success Team

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August, 2022, I contacted "HEAR.COM" after seeing one of their ads on the internet. After explaining my hearing problem (not volume, but word discrimination, the salesman assured me that was a common problem with hearing loss and their device would solve the problem. I agreed to a 45 day free trial of the hearing aids priced at $3500.00. I used the two devices daily in all situations that I normally encounter but the only change in my hearing was volume. I contacted the audiologist (via tablet) and he told me that it takes time for the brain to get used to he adjustment. I continued using the devices with no satisfaction. By mid September I had decided that these devices were not going to solve my problem. I did not know exactly when my 45 day trial started, (day of purchase, day of delivery, set-up day.???????), but I knew I would be contacted for the return of their set-up equipment. So I boxed up everything, ready for shipment, and waited because I didn't know where to send it. My phone calls were not being returned. On SATURDAY, October 1, 2022, I received an e-mail from ************************* thanking me and informing me that it was day 46 of our agreement and my free trial had expired. Due to their schedule, I could not contact customer relations until MONDAY, Oct 3, 8AM. They told me they could not accept returns after the 45th day. I asked to speak to ************************* and was told he would call me back. On Oct 7th I called again because I had not been contacted by ************************* and was told that he was not available and again assured me that they would not accept returns after the 45th day. I was to put my set-up equipment by my front door to be picked up and delivered. ALLEGRO took $106.46 from my bank acct. I contacted ******* and the lady told me that she had a note on her desk to cancel my acct. ************************* finally contacted me and told me that my acct was still open, and it is. Today, Feb 1, I had "Stop Payment" put on my acct.

  

  Business Response

  Date: 02/08/2023

  Hello *****, 

   

  Thank you for taking the time to voice your concerns. Please know that along with all of our customers, you received a 45-day trial and were informed that you had to return your devices within the 45 days to qualify for a refund. The trial ended on 9/30/2022. We were not advised by you that you wanted to return until October 3, 2022 which was after the 45-day trial expired. And it expired on a weekday while we were open and doing business. We do not see any texts, calls, or voicemails from you before your trial ended. Our system tracks and records all calls in and out and the last call inbound call from you was August 25, 2022. 

  You signed the Purchase and Delivery Receipt on August 16, 2022. It states, "I acknowledge that I have a 45-day trial period in the first pair of hearing aids with no obligation starting on the day of fitting." "I acknowledge that if I choose to make any returns or exchanges, I need to make these within the 45-day trial period.". After your request for return, we emailed you the signed Purchase and Delivery Receipt along with an explanation of the denial. Also, in that email we included that, "All additional hearing aid related appointments are complementary and will be covered remotely by hear.com. Please reach out to us directly should you have need for any servicing or follow-up Teleaudiology visits. The phone number is ************. You can also call us directly at ************ and Customer Support will be happy to help.".

  Further, the Allwell Installment Loan is an agreement between you and **************. By signing the DocuSign contract, you were acknowledging and accepting their terms and conditions.

  If you have any additional questions or concerns, please do not hesitate to reach out to us. 

  -Sami, Customer Success Team

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18967889
  
  I am rejecting this response because:  Misrepresentation of product.  Not made clear about starting date of 45 day free trial.  Could not obtain address to return product.  Was informed on 46th day of free trial (Oct 01, 2022) that my free trial had ended.  That was on a Saturday so I could not contact them until Monday, Oct 3rd.  The only information that "Customer Relations" would give me was,                   "We cannot accept returns after the 45th day.  ************************* is not available but will return your call".  

  
  
  Sincerely,
  
  ***** "***" *******

  

  Business Response

  Date: 02/16/2023

  Hi *****, thank you for your additional feedback. As previously mentioned, you signed the Purchase and Delivery Receipt on August 16,2022. It states, "I acknowledge that I have a 45-day trial period in the first pair of hearing aids with no obligation starting on the day of fitting." "I acknowledge that if I choose to make any returns or exchanges, I need to make these within the 45-day trial period.". Your trial ended on Friday, 9/30/2022. If you wanted to return your devices during your 45-day trial, you were able to contact us to schedule a UPS pickup. Additionally, we provide a return label in the package we send you, which allows you to drop off the package at your local UPS store as well. 

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

  All the best, 

  Sami, Customer Success Team

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of Signia 7AX RIC-R Silver Hero hearing aids on 8-1-22. I made 4 trips to ****************** office for adjustments to the hearing aids and each time the issue seemed to be resolved for a few days, however, the bluetooth from my I-phone and the aids kept going out repeatedly. I took my phone to ******** for a check-up and everything worked properly, but I made 4 more trips to Green **** NextGen Hearing Centers for repairs to make bluetooth work with the hearing aids. Finally, the hearing specialist and I decided to send them back to Hear.com for REPLACEMENT or REFUND, since he had been adjusting them since my first problem on 8-16-22. I have called Hear.com 5 times, but they tell me that the hearing aids are with the REPAIR company and it will take about 3 weeks to get them back. I have lost all confidence in that pair and want either a completely NEW pair or total refund of my $3550 paid by credit card to them on 8-1-22. Thank you for any help you can give me.

  

  Business Response

  Date: 01/18/2023

  *******, thank you for taking the time to voice your concerns. We are sorry to learn about your negative experience regarding your hearing aids. The devices were shipped back to the manufacturer where they would determine if they needed to be repaired or replaced. Unfortunately, the 3-week turnaround time is due to a delay with the manufacturer, and we do not have control over this. However, I received an update from them today and was informed that one of your devices have shipped back to your provider yesterday as a repair and the other one is being shipped back as a replacement. We do apologize for any frustration we might have caused. Please know that we are working hard to make sure both of your devices are working properly. 

  If you have any questions or concerns, please do not hesitate to reach out to us. Happy hearing! -Sami, Customer Success Team

• Initial Complaint

  Date:01/02/2023

  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.

  Our 83-year-old mom with dementia needed hearing aids and it is difficult for her to travel. Her doctor is a 30 minute drive so we were sold on Hear.com because she could do it in the comfort of her own home working via tablet. The process quickly became painful because it involved shipping hearing aids and fitting parts back and forth which sometimes took weeks in between sessions. Communication became difficult with calls not returned, changing contact information which dragged everything out. They ultimately couldnt get her fitted and she was never able to wear them, at one point choosing a fitting from the box that was way to small, almost causing a trip to the emergency room before one of us was able to remove it. After a year yes, A YEAR of trying to make them wearable, they said she needed to go into their office to have a custom mold made, but the nearest office was nearly two hours away. We were willing to take her, but she just couldnt do five hours of travel, i.e., two hours up, an hour visit and another two hours home. At that point, we asked to just return everything and take her to her local doctor but the answer was a resounding and firm NO. It seems our generous 45 day trial period expired in January of 2022. I asked how a trial period could even start if they could never get her fitted, but that was it. No refund at all, no offer of a partial refund, nothing. So we now own a $3,000 box of stuff and we have pay all over again to take her to her own doctor to get her fitted. About the generous 45 day trial period, I told them that better business practice would be to make sure patients know they are approaching the deadline because whether they fit or not, youre going to be stuck with them. We certainly didnt understand that, but even if we did, thats terrible business practice. Also, because she was a teleaudiology patient, much of the generous 45 day trial period was taken up by shipping.

  

  Business Response

  Date: 01/17/2023

  ********, thank you for taking the time to voice your concerns regarding your mother *****. We are sorry to learn about her negative experience with us. As of 01/12/23, our team was able to speak with you and come up with a mutual solution that is agreeable to both parties. During the discussion, it was determined that ***** still had a second set of our devices and our Teleaudiology equipment. Per the tracking, we should receive these items back on 01/19/23. If you need any additional assistance, please do not hesitate to reach out to us. 

  Happy hearing! -Sami, Customer Success Team

   

   

  Customer Answer

  Date: 01/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me because there is no other resolution. They could not fit her hearing aids after much shipping, back and forth confusion, wanted her to travel an unreasonable distance for an 83 y/o, and in the end, we had to take Mom to a local office and pay additional fees to have her personally fitted. She just could not mimic the image on the screen. There was no offer of reimbursing us for the local personal fitting service we had to pay additionally for.  Using telehealth (a tablet with no personal contact) is not a good idea for an elderly person.
  
  Sincerely,
  
  ***************************** for ***********************

• Initial Complaint

  Date:12/14/2022

  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.

  Ceaseless text ads. Very annoying.

  

  Business Response

  Date: 12/21/2022

  Hello ****, 

  Thank you for taking the time to voice your concerns. We are sorry to hear that you have received more texts that you would like. I have opted you out from receiving further texts/ emails. If you need anything else, please do not hesitate to reach out to us. 

  All the best,

  Sami, Customer Success Team

  Customer Answer

  Date: 12/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/06/2022

  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.

  On October 14, 2022, I purchased and received a pair of hearing aids from Hear.com. I paid $4,100 for the pair of hearing aids on a 45-day free trial. I decided around the 15th day or so that the hearing aids were not for me and contacted the customer service rep to whom I had initially spoken to let her know I was not happy with the product. She told me to make an appointment where I got the hearing aids to bring them back. I did so. My appointment was for November 22nd at 5:45pm. The receptionist called me the day before my appointment and asked if I could come in early at 2:00pm on Nov 22nd so I said I could leave work early and come in. She called me again the day of my appointment to ask if I could come at 3:00pm. November 22nd was the worst traffic day being the Tuesday before Thanksgiving so I was a few minutes late, I called to let them know I was running behind but would be there about 10 minutes late. When I arrived for my appointment 10 minutes after 3:00pm after they changed it twice I was told I couldn't come in to return my hearing aids because I had missed my appointment and that I had to reschedule. I said I was simply returning the hearing aids I really didn't need an actual appointment. I was told I had to see the hearing specialist and that he was with another client already. I said I would wait until that client was done and then return my hearing aids. I was told NO he was too busy and that I would have to come back another day. I had just sat in 1 and 1/2 hours of traffic to be told NO I couldn't have my appointment because he was too busy and I was 10 minutes late. I reached out to the sales rep to let her know what happened and she promised to find a resolution to the problem. Nothing has come of that. She apologized for the way I was treated but I am way over the ****************************************************** to resolve the issue. I have no receipt other than my **************** charge. No receipt was ever provided.

  

  Business Response

  Date: 12/14/2022

  ********, thank you for taking the time to voice your concerns. We are very sorry to learn about your negative experience. I do see that you spoke with your consultant who rescheduled you an appointment for 12/09/22 to return your devices. Once our team has reviewed the return form, we will process your refund. We appreciate your consideration in our company for your hearing care needs. Should you wish to return to our services in the future, our doors are always open to you! 

  All the best,

  ****, Customer Success Team

  Customer Answer

  Date: 12/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/29/2022

  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.

  In the beginning of October I turned in the hearing aids I put a $500 deposit on them. I had a 45 day free trial, I didn't like them. I got an email from a lady from hear.com saying they sent my $500 back to me on October 21. I checked my bank account on my phone no return. I called *************** they also said no $500 was returned to my account. I contacted my bank and they contacted hear.com and for some reason they can not get any information from hear.com

  

  Business Response

  Date: 12/02/2022

  ******, thank you for taking the time to voice your concerns. We are sorry to learn about your negative experience. However, as my team has informed you, we refunded you $500 to your MasterCard on 10/21/22. We also have provided you with an ARN number to have your bank locate the refund. I will email you with proof of the refund. Unfortunately, this sounds to be an issue with your bank. 

  Please do not hesitate to reach out to us if you have any additional questions or concerns. 

  All the best, 
  

  Sami, Customer Success team

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18476206
  
  I am rejecting this response because:

   

  I have proof that I didn't get the refund.on my debit card. That card was canceled because my son stole all of my personal information and did alot of fraudulent things. I never received the refund. It never showed up on my Huntington account on my mobile device. It also never showed up when my bank pulled up my account on their computer at the bank. I think I'm gonna get ahold of Fox 8 news and see if I can get them to help me too
  
  
  Sincerely,
  
  ****************************

  

  Business Response

  Date: 12/13/2022

  Hello ******, 

  We are sorry to hear about the troubles with your debit card and getting your personal information stolen. Unfortunately, there is nothing else we can do on our end. Because of your account being closed, this seems to be an issue on the bank side. We have refunded you the $500 and given you proof of the refund. The next step would be to provide the *** to your bank for them to locate your refund. If you need us to provide proof again of the refund, we would be happy to do so. 

  Please do not hesitate to reach out to us if you need anything. 

  All the best, 

  Sami, Customer Success Team