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:03/11/2025

  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.

  I have been trying to talk to a live person regarding suboptimal performance of my hearing aids. I have tried live chat several times but all I get is I will be in touch when I finish with my current customer. The representative never gets back to me. I have also requested a call from a representative several times but no one calls

  

  Business Response

  Date: 03/12/2025

  We sincerely apologize for the difficulty youve experienced in getting in touch with a member of our team. We understand how frustrating this must be, and we truly appreciate your patience.
  Our Customer Support Team has attempted to contact you three times today, March 12, but unfortunately, we have been unable to reach you. We are committed to assisting you and want to ensure that your hearing aids are performing at their best.
  Please let us know a convenient time for a call, or feel free to reach out to us at your earliest convenience. Were here to help and look forward to resolving this issue for you. - ******, Customer Success Team

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23051093
  
  I am rejecting this response because:
  I have no contact information for ******.   I can be reached this PM, Friday PM after 2 and Momday after noon
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/13/2025

  We understand the importance of getting in touch with you, and we will create a case for an urgent callback from our Customer Support team during the times you provided.
  If we are unable to reach you, please feel free to contact our Customer Support team directly at ************ for immediate assistance.
  We appreciate your patience and look forward to resolving your concerns as soon as possible. - ******, Customer Success Team

• Initial Complaint

  Date:03/11/2025

  Type:Delivery 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 received a pair of hearing aids and have had multiple issues with them. I am unable to speak with anyone in the company. One hearing aid does not work. The company will not take the hearing aids back.

  

  Business Response

  Date: 03/12/2025

  We sincerely apologize for the delay in outreach and for the difficulty you experienced in reaching us. We understand how frustrating this must be, and we appreciate you bringing this to our attention.
  A member of our Customer Support Team has reached out to you and gathered information regarding the issue with your hearing aid. During that conversation, you were not home at the time to troubleshoot the device, and it was agreed that a follow-up call would be made on March ************************************ to determine if a repair is needed.
  We truly appreciate your patience as we work to resolve this issue and ensure your hearing aids are functioning as they should. If you need any further assistance in the meantime, please dont hesitate to reach out. - ******, Customer Success Team

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23049688
  
  I am rejecting this response because: I briefly to a representative on March 11. She said she would call the next day and did; however, I was unable to receive the call. I tried to call back, however, that is not an options with the company.  I emailed her and told her I do not carry my phone with me 24/7, and I do not always hear it because I am hearing impaired. She told me to contact the Chat line. One of my main complaints is the chat line. I still have not discussed the issue with anyone. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 03/27/2025

  We sincerely apologize that we havent yet been able to resolve your concerns fully.
  We understand how important it is for you to speak with someone directly, especially when dealing with hearing challenges. We regret that we werent able to connect during the last call attempt on March 12. As noted, we recognize that returning calls can be difficult, and we want to be as accommodating as possible to your communication needs.
  Regarding your current issue with the left hearing aid not functioning, we understand you were driving at the time of the last call and couldnt troubleshoot. We also acknowledge that you mentioned not having wax guards or domes on hand. To support you, weve arranged for a shipment of new wax guards and domes to be sent directly to your home. In addition, weve emailed you tutorial videos to assist with replacing those components, along with a guide on how to connect your hearing aids to your iPhone via Bluetooth.
  You mentioned that the Chat line has not been helpful, and we apologize for that experience. To simplify support going forward, a Customer Support agent has provided you with their email for future communication if needed. We truly appreciate your patience and the opportunity to continue supporting your hearing journey. - ******, Customer Success Team

  Customer Answer

  Date: 04/10/2025

  After corresponding and receiving and changing wax guards my hearing aid still did not work. My latest attempt to contact them via Chat. I was cut off from conversation at 11:28 because of my inactivity, when actually it was their inactivity. I sat at my desktop for 30 minutes.

  

  Business Response

  Date: 04/10/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration you've experienced.
  We want to assure you that your concern is being prioritized. One of our Customer Support Agents attempted to contact you today but was unfortunately unable to reach you. A voicemail was left, and weve also sent you an email to confirm the best time for a callback that works with your schedule.
  Our goal is to resolve the issue with your hearing aid as quickly as possible, and we appreciate your patience. We look forward to connecting with you soon to provide the support you need. - ******, Customer Success Team

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23049688
  
  I am rejecting this response because: 

  I finally talked to someone who actually helped me. A girl name ****** on April 14. She accepted the hearing aid that did not work and I have sent it back in April 15.
  She actually helped set my phone up for my hearing aid, the one that does work, so I can actually hear incoming calls now. I have asked at least 2 other people to help or send information. The ironic part is that the missed phone calls would not have occurred if they would have helped initially.
  I have had these hearing aids since mid-December and have been able to wear both of them about 12 days. Not the sign of a good company.They have a 3 year warranty, but with the responses I do not trust this, or trust that the company will even be in business for three years with the way they treat customers.
  I will not sign off until I have two working hearing aids without using my one time replace warranty. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/04/2025

  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.

  I purchased hearing aids from Hear.com on February 9, 2023. Since that time my hearing aids have worked okay but now I have a problem. My right hearing aid quit working on or around October 1, 2024. I called in for an appointment to have my new unit tested. The aid was tested and found non working. Im now on my 5th try to get a working hearing aid. This has affected my marriage and every day life considerably. The company is almost impossible to get a response. There is no one to contact directly and their text program has no one available for chats. One programmer finally told me he would get me another aid as soon as mine was returned. Returning an aid requires me to take my aid to *** and waiting for another aid. This has had me running back and forth to UPX several times with a broken aid each time. If you call in, no one answers and you are directed to a chat room where no one is available or to leave a message for a return call within 48 hours. Please give us hearing impaired some help with this company before more people purchase these units and are left out of hearing!!!The company has no quality control with their hearing test equipment. I received a testing unit and when my aid was declared bad, the tester told me to keep the testing equipment. Soon afterwards I received a bill for $1,000 for this simple product that I was told to retain for my next test.

  

  Business Response

  Date: 03/05/2025

  We sincerely apologize for the difficulty youve had reaching our team and for the frustration this experience has caused you. Your feedback is incredibly important to us, and we will be sharing it with our Customer Support Director to ensure that our customers receive the timely assistance they need.
  Regarding your hearing aid, all devices go through a thorough quality check before being sent out to ensure they are functioning properly. However, we understand that issues can arise, and we are committed to making the repair process as smooth as possible for you.
  We are currently in the process of receiving your nonfunctioning hearing aid and will begin the repair process as soon as it arrives. Since hearing aids must be sent to the manufacturer for diagnosis and repair, we recognize that being without them is not ideal. Please know that we are doing everything we can to expedite this process.
  Additionally, we have advised your provider to offer you helpful tips during your upcoming March 19th appointment to ensure your hearing aids continue working at their full potential for the long term.
  We truly appreciate your patience and will continue working to resolve this matter as quickly as possible. If you have any further questions or concerns, please dont hesitate to reach out. - ******, Customer Success Team

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23020481
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/21/2025

  Thank you for your continued feedback, and we sincerely apologize for the ongoing frustration youve experienced.
  We understand how important timely service and functioning hearing aids are, and we are truly sorry that your repaired devices did not arrive in time for your March 19th appointment. However, we are pleased to confirm that your hearing aids were successfully delivered to you this morning, March 21st, at 9:48 AM.
  To ensure your devices are working optimally, a Customer Support Agent has already rescheduled your fitting appointment with your provider for Monday, March 24th. During this visit, your provider will ensure your hearing aids are programmed correctly, perform any necessary fine-tuning, and provide guidance on how to care for the devices to help prevent future repairs.
  We are committed to resolving this situation to your satisfaction and appreciate your patience and continued communication throughout the process. - ******, Customer Success Team

• Initial Complaint

  Date:03/03/2025

  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.

  March ****** I need to talk to a representative. Please have **** or ******, in *****, give me a call at ************. Im having an issue with my aides & need to visit with someone who can assist me. Please call, do not send an email.******** B. ****** ************

  

  Business Response

  Date: 03/04/2025

  Thank you for reaching out. We understand that youre experiencing issues with your hearing aids, and we want to make sure you receive the support you need. One of our Customer Support agents will be reaching out to you via phone as requested to assist you.
  If there is anything else we can do in the meantime, please dont hesitate to let us know. We appreciate your patience and look forward to resolving this for you. - ******, Customer Success Team

• Initial Complaint

  Date:02/20/2025

  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.

  I continue to recieve text messages from the trying to sell me services. I went to their websit and tried to get off their "list" and am unable to. Please get them to stop, or provide an "unsubscribe" option.

  

  Business Response

  Date: 02/20/2025

  Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience caused by our messages. We respect your preferences and have now removed you from all future communications with hear.com.
  If you continue to receive any messages or need further assistance, please dont hesitate to reach out to our Customer Support Team. All the best! - ******, Customer Success Team

  Customer Answer

  Date: 03/05/2025

   
  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:02/12/2025

  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.

  In July 2024, I purchased a pair of hearing aids under a 45-day trial period, allowing me to test them before committing to the purchase and monthly payments. I received the hearing aids the same month. After trying them out in August 2024, I decided I did not need them and followed the return and cancellation instructions provided in the package. The instructions stated to return everything except the hearing aids themselves using the provided prepaid shipping label. I shipped the package as directed and expected confirmation of cancellation. However, I never received an email or call confirming the cancellation. Despite this, in September 2024, I noticed I had been charged $186 per month, meaning my subscription had not been canceled. I attempted to contact Hear.com customer service at least twice per month, but their system only allows communication via text message or chat links, making it nearly impossible to get direct assistance. In January 2025, I finally chatted with a representative who confirmed they received my return package but said my cancellation was denied because the hearing aids were not in the box. I explained that I had followed their instructions but was willing to return the hearing aids separately if needed. The chat representative then went silent, and I was left with no response or clear next steps. Since I initiated my return within the 45-day trial period, I should not be charged. Yet, they continued to bill me monthly, refusing to process my cancellation and refund. This appears to be a pattern of deceptive business practices, as many BBB complaints describe similar issues where customers are ignored, delayed, or misled until their trial period expires, leaving them stuck with an unwanted product.

  

  Business Response

  Date: 02/13/2025

  ***, we sincerely apologize for the frustration and inconvenience youve experienced. At hear.com, we hold ourselves to a high standard when it comes to customer care, and we regret that your experience did not reflect that. We appreciate you bringing this to our attention and allowing us the opportunity to make things right.
  After reviewing your case, we recognize that there may have been miscommunication regarding the return process. While we have clear guidelines in place for trial period returns, we also understand that mistakes can happen. Thats why our team has worked to provide a solution, and we have agreed to accept the return of your hearing aids.
  We apologize for the time it took to reach this resolution, but we truly hope that you are satisfied with the outcome. If theres anything else we can do to assist you, please dont hesitate to reach out. - ******, Customer Success Team

• Initial Complaint

  Date:02/12/2025

  Type:Customer Service 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 sent a non working hearing aid for repair on Jan 14 to ********** as directed by them. I paid $4000.00 for the hearing aids July 29, they were less than 6 mo old. Feb 7, I was told they lost the hearing aid and my charger in ******. I have called and I have not heard or received a replacement of the lost hearing aid and charger or a call back. They keep saying *****hr someone will contact me but they haven't. I want a new hearing aid and charger or I want a refund of my $4000.00 and they can have the left hearing aid I have that is dead due to no charger. I am 87 yrs old and can't hear, I need help. I have enclosed the receipt, my complaint, and the *** proof of delivery to ******. This is my wifes' email acct I don't have email.

  

  Business Response

  Date: 02/26/2025

  We sincerely apologize for the delay and the misunderstanding regarding your returned hearing aid. We understand how frustrating this situation has been, and we truly regret any inconvenience it has caused you.
  Our team has worked tirelessly to find the best solution for you, especially considering that the nearest hear.com provider is over 100 miles away. We recognize that traveling to a provider is not a feasible option for you, and we completely understand your position.
  With that in mind, we have granted a return of your devices to resolve this matter. Our goal has always been to provide you with the best hearing care experience, and we regret that this process did not meet our usual standards.
  If you need any further assistance, please do not hesitate to contact our Customer Support Team at ************. We appreciate your patience and understanding, and we hope to provide a better experience should you choose to work with us in the future. - ******, Customer Success Team

  Customer Answer

  Date: 02/26/2025

   
  **mplaint: 22933049
  
  

  I rejected the resolution to my case because it is not saying they will refund my money of $4043.60.  It is saying they will grant the return of my devices..I have one ********************** aid the other hearing aid and charger was lost at their repair center at Hear.com ****************************************************************; ******. ** *****..I also have the supplies I ordered for $43.60 that I have no use for since I dont have the hearing aid and charger.  I want the resolution of  my money refunded and I will return the left hearing aid in my possession and the supplies that are intact and are of no use to me.  So until I get the credit on my Discover card I am keeping this case open.  I see others have complaints about this company and they are all resolved.  The message I have received today is not understood fully by me and I dont want the case marked resolved until get my money back and am satisfied.  BBB was giving me 10 days to accept or reject maybe I should have waited 9 more days to answer but the message from the company Hear.com is not clear.  I will keep in touch and let you know when it is resolved so please dont close this case.
  
  ***** *********
  Writing for my husband ****** *********
  **********************************************************************
  ************

  
  
  

  Customer Answer

  Date: 02/26/2025

  The Company has contacted me and provided a shipping label to send the hearing aid I have and unused supplies back to them in return for a total refund of $4043.60 credit to my Discover card.  I accept their offer and have received the shipping label along with an email detailing my refund credit.  SO COMPLAINT IS RESOLVED.  as of 3:45pm February 26, 2025.

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

   

  

  Business Response

  Date: 02/26/2025

  We appreciate your patience as we work to resolve this matter for you. We understand your concerns and want to clarify that your full refund will be processed once we receive your returned items.
  As discussed with a hear.com representative, we have sent you an email with a *** Return Label to facilitate the return process. Please box up and return the following items:
  The single hearing aid you have in your possession
  The supplies order you recently received
  Once these items are checked in at our ***********************, we will promptly issue a refund to the credit card(s) used for purchase.
  We truly appreciate your cooperation and want to ensure this process is as smooth as possible. If you have any questions or need further assistance, please dont hesitate to reach out to our Customer Support Team. - ******, Customer Success Team

  Customer Answer

  Date: 02/26/2025

   
  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:02/07/2025

  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.

  On 12/5/24 I had a meeting with the audiologist in ********* to receive the hearing aids from **************************. I was told then that there was a 45 day warranty within which I could return the equipment for a full refund. The hearing aids cost $4000. In a short while the left hearing aid fell out of my ear and was broken. I had to wait for a week until a replacement was sent and received. Shortly after that the right hearing aid fell out of my ear. I realized then that the hearing aids could not work for me and that i needed to return them and get a refund. (No mold had been taken of my ears to determine how they should fit when I purchased them.) The warranty was still in effect and I made numerous phone calls to ************************** to request a full refund. The phone calls were never answered and no one ever called back. When I returned to the audiologists office to explain that the hearing aids simply couldnt work for me and I wanted the refund I was entitled to, she said the company had claimed that the time for the refund had expired and I would not get one. The reason the time had expired was the deliberate refusal of ************************** to answer the phone and call back, guaranteeing that the warranty would expire. This is blatantly dishonest behavior. I am entitled to receive the $4000 the company **** me and I would appreciate your helping me obtain it.

  

  Business Response

  Date: 02/14/2025

  ******, 

  Thank you for reaching out and sharing your concerns. We understand that this has been a frustrating experience, and we appreciate the opportunity to clarify the details regarding your refund request.

  Our records indicate that your 45-day trial period began on 12/5/24 and ended on 1/19/25. During this time, on 1/3/25, you filed a Loss & Damage claim for one of your hearing aids. As outlined in the agreement you signed when requesting a replacement, any Loss & Damage claim during the trial period waives the remaining portion of the trial period. Additionally, the agreement specifies that once the manufacturer replaces the original devices, the replacement devices cannot be returned or exchanged.

  While you were still eligible to return the device that was not lost, our records show that your first request to return the hearing aids was made on 1/21/25, after the trial period had already expired. Unfortunately, we are unable to process your refund request because the return request was not made within the trial window, and the replacement device is not eligible for return as per the agreement.

  We regret that this was not the experience you were hoping for, and we apologize for any miscommunication along the way. If there is anything else we can assist with regarding your hearing aids, we are happy to help. 

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

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22912675
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 02/18/2025

  ******, 
  Thank you for reaching out and sharing your concerns. We are unable to see the reason for rejection that yo submitted. We understand that this has been a frustrating experience, but as mentioned, we are unable to process your refund request because the return request was not made within the trial window, and the replacement device is not eligible for return as per the agreement.
  We regret that this was not the experience you were hoping for, and we apologize for any miscommunication along the way. If there is anything else we can assist with regarding your hearing aids, we are happy to help. 
  All the best! -********, Customer Success Team

  Customer Answer

  Date: 02/23/2025

  
  see sent mail

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22912675
  
  see sent mail

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

• Initial Complaint

  Date:02/04/2025

  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 11/5/24 I purchased 2 hearing aids from Hear.com for $4949.00. Around 1/15/25 the left one went 100% dead. I have emailed them5 or 6 times and they say they just sent me a link to handle the problem, I have never received a link yet. I have emailed them 6 or 7 times and they say i will get a call back in 24 to 48 hours, I have never got a call back from them. I need them to get in touch with me at ************ or ********************** and resolve this. Thank you

  

  Business Response

  Date: 02/05/2025

  Hi ***, were so sorry to hear about the issue with your left hearing aid and the difficulty youve had reaching uswe completely understand how frustrating this must be. This is not the experience we want for our customers, and we truly appreciate you bringing it to our attention.
  Were escalating your concern right away to ensure you receive the support you need. Someone from our team will be reaching out to you as soon as possible to resolve this issue and make sure your hearing aid is working as it should.
  Thank you for your patience, and again, we sincerely apologize for the inconvenience. - ******, Customer Success Team

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22898114
  
  I am rejecting this response because:I am still working with Hear.com. I hope we continue on to a satisfactory resolution
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/05/2025

  ***, we appreciate your continued patience as we work toward a resolution for your hearing aid issue. We want to assure you that we have received your device and have already sent it to the manufacturer to begin the repair process. Once the diagnostic and repair are completed, we will update you on the next steps to ensure you are fully satisfied with your experience.
  Our team remains committed to providing you with the best possible support, and we appreciate your cooperation as we work through this. Please dont hesitate to reach out if you have any further questions or concerns. We look forward to resolving this for you as quickly as possible. - ******, Customer Success Team

  Customer Answer

  Date: 03/13/2025

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

• Initial Complaint

  Date:02/03/2025

  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.

  I purchased a $4000 pair of hearing aids a few years ago. My left aid stopped working in about October 2025. I then purchased another pair in about November 2025. They were under warranty so it only cost $625 for a new pair. The new pair arrived fairly quick without problems. Id like to point out, I had to purchase this new pair without any assistance from an actual employee, despite requests for assistance (via emails and text messages). In about mid January 2025, one of the new aids has stopped working. I have been attempting to contact Hear.Com about this problem, but I am getting no response from them. Ive sent numerous emails and requested numerous return phone calls but have not received any contact from them. Id like a new set of hearing aids sent to me. If they are no quality and going to break this easily. Id like a whole new set sent to me. They claim to have sold over a million pairs of hearing aids, I would expect them to afford additional staff for better customer service. This is very frustrating and disappointing.

  

  Business Response

  Date: 02/06/2025

  We sincerely apologize for the frustration and disappointment youve experienced. This is absolutely not the level of service we aim to provide, and we truly appreciate you bringing it to our attention.
  We understand how important your hearing aids are in your daily life, and we want to make this right for you. We have been made aware that one of our Customer Support Agents have contacted you and resolved the issue with you over the phone. We have also scheduled a follow-up appointment with one of our internal hearing specialists to ensure there are no further issues with your hearing aids. In the meantime, if you have any questions, please do not hesitate to reach out to our Customer Support team. - ******, Customer Success Team

  Customer Answer

  Date: 02/14/2025

  Hear.Com did have an actual person call me the day after I filed a complaint with BBB. The representative was wonderful. We scheduled a consultation for 2/18/25. 
  I am still having problems with the product I purchased ( for the 2nd time). I am going to request a replacement. Ive had two hearing aids become faulty in an unreasonable time frame. 
  Id like to ask ******************** to extend the 10-day time frame for a formal response from me. Id like to wait until after 2/18/25 to see if Hear.Com rectifies to product problem. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22895031
  
  Hear.Com did have an actual person call me the day after I filed a complaint with BBB. The representative was wonderful. We scheduled a consultation for 2/18/25. 
  I am still having problems with the product I purchased ( for the 2nd time). I am going to request a replacement. Ive had two hearing aids become faulty in an unreasonable time frame. 
  Id like to ask ******************** to extend the 10-day time frame for a formal response from me. Id like to wait until after 2/18/25 to see if Hear.Com rectifies to product problem.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 02/27/2025

  Thank you for your patience and for giving us the opportunity to address your concerns. We appreciate your feedback and understand how frustrating it can be to experience issues with your hearing aids.
  Your provider has now met with you and successfully identified the problem. Please know that we are committed to working with you every step of the way to ensure that your hearing aids are functioning at their best potential. Our goal is to provide you with a solution that meets your hearing needs, and we will continue to support you throughout this process.
  If you have any further concerns or require additional assistance, please dont hesitate to reach out to our Customer Support Team. We truly appreciate your cooperation and the opportunity to make this right for you. - ******, Customer Success Team