ComplaintsforHear.com, LLC

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  01/03/2024

  Hello ****, 

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

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

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

   

  Customer response

  01/16/2024

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

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

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

  Thank you,

  Mark

  Customer response

  01/17/2024

   
  Complaint: 21047347
  
  

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

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

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

  Thank you,

  Mark

  
  
  

  

  Business response

  01/26/2024

  Mark, 

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

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

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

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

  
  
  

  
  
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business sends me unsolicited and unwanted text messages every day. I've repeatedly asked to be removed from their list. I've never conducted business with hear.com and have no hearing issues.

  

  Business response

  11/15/2023

  ****, thank you for taking the time to voice your concerns. I could not find any information in our system with the name and email you provided us. However, I did find an account under the name "*****" using the phone number you provided. I have gone ahead and opted the number out from receiving any calls, texts, or emails from us. Should you need anything else, please do not hesitate to contact us directly. All the best! -********, Customer Success Team

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  August 2023I From the moment I began speaking to Hear.com I've been mislead with incorrect information, dealt with deceptive acts, leaving me offended and annoyed.1.) I was told they wouldn't pull my credit report therefore it was unauthorized when they did in fact pull it. The hard inquire hurts the credit score.2.) A "Hold" of $98.00 was placed on my bank account in which it was never explained what it applied to then it was pretty pretentious not to put it back into my *********** Last thing was when I received a letter from a financing company with details of when my 1st payment would be due (3 days) which brings me to the 45 days trial. What happened to that.?The whole experience has been misrepresented, flawed and grossly aggressive and I don't appreciate it. I have a follow up with the participating doctor on October 12th to which I will be handing these over and walking away from all of this. The hearing aides and Hear.com hasn't been what I thought it would be.

  

  Business response

  10/20/2023

  Hello *****, 

  Thank you for taking the time to voice your concerns. We are very sorry to learn about your negative experience. Please know, that we do require a credit card or a signed financing agreement in order to start our no-risk 45-day trial. However, if you are unsatisfied with the devices or our services, you can return for a full refund. In order to see if you qualify for financing, we had to do a pull of your credit. This is when your consultant read you the disclosure statements. Also, we required your credit card to put a $98 hold on your account. This is to reserve your appointment time but was automatically released back into your account. 

  I do see that you returned your hearing aids within the 45-day trial period. We closed out your financing contract 10/13. If any money was deducted, they will refund you directly. 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 response

  10/31/2023

   
  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

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im trying to return hearing aids that I had for a trial period. I have tried to get the info I need to send them back. I have emailed and called numerous times. They say they have sent return labels and that *** will pick them up, nothing has happened. I want to return them before the 45 days is up

  

  Business response

  10/06/2023

  Hello *******, 

  Thank you for taking the time to voice your concerns. We are sorry to learn about your negative experience. However, we have sent you multiple return labels to the email we have on file so you can drop the package off at your local *** store. Please know that these emails come directly from *** and may show ** in your spam folder. Additionally, we have scheduled several *** pickups. When this gets scheduled, *** is able to generate a label at the time of pickup so one is not required ahead of time. The next *** pickup is scheduled to be for today and the next one is scheduled for 10/9/23. 

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

  All the best! -Sami, Customer Success Specialist

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I responded to an ad where these scammers claimed they were looking for people with hearing problems for a free trial for their "new technology" in hearing aids. After several attempts by a "Dr ********************** it became apparent this was nothing more than a scam. They claimed I had been "selected" to participate in their trial. I demanded she stop texting me since at this point I wasn't answering their calls or texts and told them to stop contacting me. This was ignored so I had to block her. This is nothothing more than a scam preying on unsuspecting people.

  

  Business response

  10/03/2023

  *******, thank you for taking the time to voice your concerns. We are very sorry to learn about your negative experience with our services. Please know that we have opted you out from receiving any future messages, emails, and/ or calls. Additionally, our company is not a scam. On top of having a 92% success rate, we have helped over ******* people live a life of better hearing. To learn more about this, you can check out our website or other online reviews. Should you have any other questions or concerns, feel free to reach out to us directly. All the best! -********, Customer Success Team

  Customer response

  10/06/2023

   
  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

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called hear.com on June 23rd, 2023 and spoke with a customer service representative named ****. We talked about the new types of hearing aids for this year. **** tried to sell me on a upgraded hearing aide that I currently own. I had to end the call because I was going to work. After thinking about our conversation I called him back and told him I was NOT interested in the hearing aids. He then told me that he already shipped them to my address. He told me I could deny the package when it arrived and it would be sent back to Hear.com. The package arrived 06/28/2023 while no one was at the house, NO ONE SIGNED FOR THIS PACKAGE. *** left the package. I then put a note on the package stating return to sender. I called **** and he stated he would generate the return label and send *** to my address. On July 5th 2023, I emailed **** at Hear.com and explained the package still had not yet been picked up. **** sent me an email back within 10 minutes and stated Hear.com initiated a pick up at my home for July 7th. July 7th *** picked up the unopened package. I then received a letter in the mail September 8th *************************************************************************************** 7 days. I called Hear.com as well as sending an email to ****. I received zero response from **** and customer service said a manager would call me. Customer service stated their was a computer glitch and customers were getting these letters. I received a second letter 9/25/2023 stating the same thing as the previous letter. I have made multiple attempts calling but can only get through if I block my phone number. Once Im transferred, the call drops. I did not sign any documents with Hear.com, *** picked up this package. Hear.com is threatening to start legal proceedings against me. I am being harassed about paying for ***** of equipment I sent back to them, they had *** pick up, and now they state they dont have it. Documents of all correspondence and emails are included.

  

  Business response

  10/03/2023

  ********, thank you for taking the time to voice your concerns. We are very sorry to learn about your negative experience. Unfortunately, we still have not received our equipment back. Because of this, we will be opening up an investigation with *** to try and locate our lost package. Additionally, the images you uploaded cannot be opened. Can you please email these to us to help our investigation further? 

  Thank you for your understanding during this time. Should you have any questions or concerns, please reach out to us directly. All the best! -************************* Success Team

  Customer response

  10/10/2023

   
  Complaint: 20655656
  
  I am rejecting this response because: I did not ask for this equipment. I also did not order it. There is no financial agreement or contract associated with me and hear.com. **** (customer service) explained to me on July 5th that *** was arriving July 7th 2023 to pick up unwanted equipment. On July 7th the box was handed to *** when they arrived. I did what was asked of me and handed the delivery driver the package. It is out of my hands and between you and ***. Further contact and harassing letters will be forwarded to my attorney. 
  
  Sincerely,
  
  *******************************

  

  Business response

  10/20/2023

  Hello ********,

  As I mentioned in my last response, we have opened an investigation with **** We have also stopped the automation on your account so you should no longer receive the letters from us. If you have any other questions or concerns, please reach out to us directly. 

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

   

  Customer response

  10/25/2023

   
  Complaint: 20655656
  
  I am rejecting this response because:

  I was called on October 11th, at 2:30 pm by Hear.com corporate and I was told to disregard any messages, phone calls, and letters from Hear.com. I was informed that this issue is between *** and Hear.com and I am not responsible for any equipment. I was also informed that I never signed any contracts and I didn't request the equipment. I was told this matter is closed and to disregard any communication. 

  I'm responding only because this complaint is public on the BBB.

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

• Initial Complaint

  09/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had responded to an online ad from.hear.com. I was called and given a price and told them I am not interested. Since then I have been inundated on my phone and email even though I have told them to stop. I see they have a good business rating but this type of aggressive marketing is a total turn off. I want to be left alone and they need to understand the term NO!

  

  Business response

  09/29/2023

  Hello ******, 

  Thank you for taking the time to voice your concerns. We are sorry to learn about your negative experience with our services. Please know that I have opted you out from receiving any future emails, messages, and/ or calls. Should you need anything else, please do not hesitate to reach out to us directly. All the best! -Sami, Customer Success Team

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The hearing aids did not work on my type of hearing loss. There was a 30 day return policy within the first week, and the first couple of adjustments. I told them that the hearing aids were not going to work for me. They led me to believe that they could be adjusted to work for me I believe they just let me along until the 30 days was up they would not take the hearing aids back or return any part of my $4000. I am 69 years old and I believe they took advantage of me.

  Customer response

  09/17/2023

  Also, the audiologist, ***************************, out of ******* ********, is who they used or contracted to adjust my hearing aids online. Although they refused to refund my money, they had ordered **************** to refund back to them his services rendered I did notify the audiologist office that here.com had never refunded my money, and that they took it vantage of him by ordering him to return their money for his services 

  Customer response

  09/17/2023

  I also would like to clarify that the hearing aides had a 45 day return policy.  On the 45th day and after numerous times trying to adjust them including that day, I told them they were not working for me. That is when they told me I couldnt return them because the 45 days were up. I had tried to return them many times before the ********************************************************************************** but they couldnt.

  

  Business response

  09/19/2023

  Hello ******, 

  Thank you for taking the time to voice your concerns. We are sorry to learn about your negative experience with your new hearing aids and our services. Please know that all of our customers are given a 45-day trial to try out our devices. If you were unsatisfied with the hearing aids and/or our services, you were able to return for a full refund. However, we did not learn about your intent to return until your 45-day trial had passed. As part of the Purchase Agreement that you signed on 5/10/23, it states "I acknowledge that if I choose to make any returns or exchanges, I need to make these within the 45-day trial period". Because of this, we cannot accept a return. 

  We are more than happy to conduct more follow-up appointments in order to get these working properly for you. Also in your Purchase Agreement, it states that you are given a 3-year repair warranty. If you feel like your devices are defective, we can send them back to the manufacturer for a repair. 

  However, you will need to ship our equipment back to us. The tablet needs to be updated in order to provide you more adequate appointments. 

  Should you need anything else, please do not hesitate to reach out to us. All the best! -Sami, Customer Success Team

  Customer response

  09/20/2023

   
  Complaint: 20613801
  
  I am rejecting this response because:*************************** led me on telling me to give him another chance to make the hearing aids work. I kept telling him I wanted to ship the hearing aids back. I will send back the hearing aids and equipment when they send me a check for the hearing aids. I think the 45 day period shouldnt begin until the hearing aids are working for you!
  
  Sincerely,
  
  *********************

  

  Business response

  10/06/2023

  Hello ******,

  The terms and Conditions of the purchase is clearly outlined in the Purchase and Delivery Receipt you signed when you agreed to the fitting on May 10, 2023. This agreement is strictly between you [Buyer] and hear.com [Seller] "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." The date of the fitting was May 10, 2023, and 45 days would expire on June 26, 2023.The first notice we received from you regarding a return was not until June 27, 2023. During the entire 6 weeks of trial, you have a number of opportunities to contact us to request a return; by phone, email and SMS.

  Also, to date, you have not sent back our tablet, property of hear.com and I am asking you to return it to us. I truly understand how you feel but holding on to it will not change our decision in denying the return of your hearing aids. It is updated frequently, and it is part of our ongoing customer care for others needing remote services. We are requesting that you send it back at your earliest convenience. 

  Please know that we are still willing to hold up our end of the agreement and provide the complementary remote appointment for any hearing aid related issues you might be experiencing. 

  Should you have any questions or concerns, do not hesitate to reach out to us directly. 

  All the best! -Sami., Customer Success Team

  
  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - July 25, 2023 - Contacted ************************* Hear.com regarding their hearing aids. She indicated that I would receive a hearing kit and set the hearing test and fitting on August 1, 2023. She also said that after I had my fitting my 45-Day trail would begin and after my fitting "we will finalize your your purchase and collect payment. -The kit arrived on July 28, 2023.- I had my fitting over the phone and computer on August 1, 2023 They deducted from my bank account payment of $3500.00. I assumed that collecting prior to my decision of accepting or rejecting the aids would activate their keeping my payment of returning my payment if I did not like the aids before the the 45 day period was up. -I tries thae aids for about 2 weeks and found that they were not any more effective that the aids that I was currently useing.-She said I had a 45 day trail period. I assumed that if I was not satisfied with the aids, that my payment would be returned on or before 45 days that they would return my $3500.00 to my bank account. I feel that I was part of bait and switch skeam. - I could understand why they would want the payment up front to guarantee that the kit would be returned if I was not satisfied - I mailed the kit back to Hear.com at their ****** ******** address on August 9, 2023 and *** said that it would be in ******** on/before Saturday August !2, 2023.- I also put a letter to **************** in the returned kit package indicating my dis-satisfaction with the hearing aids and that I was using refusal option of returning them within the 45 day return provision.

  

  Business response

  08/18/2023

  Hello *****, 

  Thank you for taking the time to voice your concerns. We apologize for the negative experience you have had with our services. Please know, that we do require a credit card or a signed financing agreement in order to start our no-risk 45-day trial. However, if you are unsatisfied with the devices or our services, you can return for a full refund.
  
  On 8/16/23 we refunded you for the full amount of $3550 to your card you provided us. This may take 3-5 days to be reflected in your account. Should you need anything else, please do not hesitate to reach out to us. 

  All the best, 

  Sami, Customer Success Team

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I received my hearing.com hearing aides from the audiologist, they were fitted with little domes to insert into the ear. I told the audiologist I had always worn custom ear molds. She told me hear. com required I try these for 2 weeks first. I tried them, but they simply fell out of my ears, and of course I couldn't hear well. After 1 week I returned to the audiologist and told her of the unacceptable problem. She added a small piece of plastic to try to keep the aides from falling out of my ears and then took an impression in order to have custom ear molds made. However, She needed permission from hear. com to initiate the process. It took almost 2 weeks to get that permission, and then 2 weeks for the company to create the ear molds. When I got the ear molds I was able to actually use the hearing aides properly and realized that they are inadequate for my hearing loss. I told the audiologist and she tried a few times to adjust the aides but they remain a less than effective amplification with poor sound quality. I was told by hear. com at the start, that if their aides weren't acceptable that the audiologist could offer me a different make of hearing aides. That was the reason that I decided to give them a try, thinking that I could try other options if those weren't good. But now hear. com has told me it is past the 45 day return period. They continued to drag their feet in responding to my complaints so that the time period would be even more delayed. I simply want to return my hearing aides, be refunded for their cost, and then be able to try to be fitted for effective hearing aides.

  

  Business response

  08/11/2023

  Hello *******,

  
  Thank you for taking the time to voice your concerns. Please know that we never tell our customers that it is required to wear our hearing aids without potential earmolds for two weeks. However, we let you know that the molds would take no less than 2 weeks to make and be delivered but we did encourage you to continue wearing your devices in the meantime. Additionally, it did not take us 2 weeks to approve the order, in fact, it took us 4 days. Unfortunately,due to the provider not being clear on the order, it ended up taking about 6 days from the date it was ordered to the date it was paid for and placed.

  
  Also, we do offer returns and exchanges. However, this needs to be initiated within the 45-day trial period. Per the Purchase Agreement that you signed on 6/13/23, it states, I am aware that I have a 45-day trial period on the first pair of hearing aids with no obligation. It expires on 7/28/2023.I acknowledge that any returns or exchanges need to be made within the 45-day trial period..

  
  At any point within the trial period, you could have requested an exchange or refund by following the guidelines within the signed Purchase Agreement. If an exchange or return were to take place, you were to call/inform us and return them to the ***************** You were fit with your earmolds on 07/11/23 at your providers office and this was the last time you were seen by them. After being fit with the earmolds, you still had 17 days left of your trial period but we did not hear from you until 7/30/23 when your 45-day trial period was already over.

  
  If you are unhappy with your new hearing aids, we would encourage you to schedule another appointment with your provider so they can make additional adjustments.
  

  All the best,
  -Sami, Customer Success Team

*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. ↩