ComplaintsforHear.com, LLC

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We thought we were getting a good product with decent service. Prior the 45 day **** we had some minor issues, and they got sidelined. My mom broke both her arms do we could not test out the product really well. After the 45 days the product seemilying went down hill, and we could not get good customer service from them. We tried to work it out with them, but grew frustrated with the lack of results. I understand if we lived in a big city they have better support, but we do not. I would call them almost every other week to come to a solution. About two months ago, we just wanted to return the product and stop payment for a product that was not working. We tried to be civil and polite and wait. The last time I got someone who was going to personally handle this, and would call me back in a week. He did not. After two weeks we returned the product, hoping to hear from them. We were about to stop payment, when we got another set. We do not want this set. I called them Monday August 29, and have been on hold for over an hour. It would appear they are dodging us, and do not want to help their customers.

  

  Business response

  10/04/2022

  Hello ****** and ****,

  
  Thank you for taking the time to voice your concerns. We are very sorry to learn about your negative experience with us and we also apologize for the delay in responding. This issue was escalated to our management team back in July and we have been working to find you a resolution.

  
  Your mothers trial ended on 4/26/22. We received your request for return on 7/11/22. Because this was over two months post trial, we were unable to accept the return. However, we want you to have working hearing aids and be happy with your purchase. After you missed an appointment on 7/1/22, we sent you replacement devices as your current ones might have been faulty.

  
  Although you are part of our Teleaudiology program, we have also offered you a complimentary in-person provider visit to better assist you with the devices. I see that your upcoming appointment is this Thursday on 10/6/22.We will follow up with you after your visit to ensure you received the best results. Again, we are sorry for any confusion or frustrations we might have caused but we will do everything we can to make sure you are receiving the full benefit from your new hearing aids. Please do not hesitate to reach out to us if you need anything.

  
  -********, Customer Success Team

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PURCHASED hearing aid *** of 2021 was told they where the best on the market paid over $5000 ******** now the sales person tells me they are not the best hearing aids there a PREMIUN FOR ONLY $7000 more so not having Stupid written on my forehead i think this is very unfair im willing to pay the difference . they are not returning calls

  

  Business response

  08/04/2022

  Hi ****. Thank you for taking the time to voice your concerns. I see that you spoke to someone on my team today that explained our process to you and helped get you scheduled for an appointment with a local provider in order to resolve the hearing aid issues you are experiencing. Because your trial ended back in June of 2020, we cannot accept a return or an exchange. However, you are able to purchase a new set of devices if you wish. Just like all technology, hearing aids are always advancing. If you are interested in purchasing a new set of devices, please do not hesitate to reach out to us. Happy hearing! - Sami, Customer Success Team

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a consultation with a hear.com rep and proceeded to take an appointment with a local hearing service provide that hear.com arranged. I received my hearing test which validated hearing loss. When the technician attempted to calibrate the hearing aids that I planned to purchase, they were defective and could not be calibrated. He suggested that I send them back to hear.com. I left NEVER MAKING A PURCHASE. However, I receive a statement from the financing company for the full balance of the purchase price of the hearing aids. I contacted the creditor who took me off of the auto payment but directed me to contact hear.com to reverse the debt, which I did on June 7, 2022.My sales **** ************************** responded 6 days after my original inquiry about that charge on June 13, 2022, letting me know that she would call the credit company and get it resolved. Today, June 30, 2022, I received notification from ************** that I missed my payment. No one is answering at the Customer support line of ******************** to get any information on the status of this issue being resolved. Not only did hear.com not offer a quality product (which I would have overlooked and pursued other product options), but not I am not getting good service to resolve the issue and risk my credit score being impacted by something completely out of my control or doing. This is very poor quality of service.

  

  Business response

  07/07/2022

  Hi ********, 

  Thank you for taking the time to voice your concerns. Unfortunately, we did have a delay in canceling your Allegro contract. As of 7/1 we have canceled your financing agreement. If any money had been taken out of your account, it will take 4-6 weeks to be refunded to you and is mailed in the form of a check. We are sincerely sorry to learn about your negative experience and we apologize for any frustrations we might have caused. Please do not hesitate to reach out to us with any questions or concerns. 

   

  All the best, 
  

  Customer Success Team

  Customer response

  07/07/2022

   
  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

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 21 2021 I was fitted with hearing aids. These were my first experience with hearing aids. From the first week I had various problems with them. When 1 issue was resolved, a new one popped up. After much time giving opportunities for resolution I tried to reach out to my representative to have units returned. When I finally reached someone they said I was outside of 45 day trial period. They have now taken over **** out of my account and the hearing aids will not power on. I am disgusted with how they have handled this and they refused to let me return and back out of agreement...even though they admit I have had several problems from very beginning of trial. I want to return units and be released from this agreement.

  

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/09/24) */ Hi, ******. Thank you for taking the time to let us know your concerns. As I mentioned in my emails to you, we cannot accept a return for refund after your 45-day trial is over. Per the Purchase Agreement you signed (attached here), you have a 45-day trial in which you are able to return the hearing aids for full refund if you are not happy with the devices. However, you did not request this until after your 45 days were over. I understand you had frustrations with your hearing aids but every time you had an issue, we quickly resolved it. On 8/6/2021 you had a video care call with *** ******** one of our in-house Audiologists. She recommended that you purchase a streamline mic because your hearing aids do not pair with an Android phone. From there it was recommended that you see your provider. I understand that they were unable to fix the issues you were having so you proceeded to call the manufacturer directly and spoke with someone named ****. He was able to help you over the phone and resolve this issue and your hearing aids were working properly. On 8/30/2021, your consultant, ******, called to follow up with you. You told him your hearing aids are working great and thanked him for calling. On 9/2/2021, you then emailed ****** mentioning that you were having difficulty with the hearing aids keeping a charge, he gave you some feedback and instructions how to possibly fix this and you once again thanked him. On 9/4/2021 your trial ended. The latest concern was brought to our attention after we provided guidance for next steps on the charger. This was on 9/10/2021 when you filled out the feedback from the survey we sent you. I told you that we can offer another video care call with an in-house audiologist but we strongly recommended and encouraged you to see your provider. Unfortunately, you refused to do so. You reached out again on 9/23/2021 still refusing to see your provider but I asked you multiple troubleshooting questions and sent you every resource you needed to resolve the issue you were facing. At the time of your purchase, you were given a 3 year warranty that includes 5 complimentary visits with your provider. We want to make sure that you hearing aids are in perfect working condition for you and because of this I have done everything I possibly can to help you. I have provided you with your best options and given you multiple resources on how to fix your devices. As I previously mentioned, we strongly encourage you to see your provider as they will be able to better determine the issue at hand. It is possible that the devices need to be sent back to the manufacturer for repair or replacement but only your provider can recommend this. If you would like me to assist you in scheduling this appointment, please provide me with the best days and times that work best. I look forward to hearing from you. Consumer Response /* (3000, 7, 2021/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I said the last time I couldn't get answers and help that I wanted to return. That was before 45 days. So I am being forced into paying almost $4,000 for a product that I have had numerous different problems and frustrated not able to use? Whenever a problem pops up that you will fix? I would prefer to have a product that does NOT give me constant problems....and have to argue and wait for a solution. I was not shown or informed on anything regarding the upkeep or use of different parts that came with hearing aids. I do not accept this and am very dissatisfied. Business Response /* (4000, 9, 2021/09/27) */ Hi, ******. Thank you for your response and I am sorry to hear that you are dissatisfied. Every one of our customers is given the same 45-day trial, signs the same Purchase Agreement, and is given the same customer service. We work really hard to be there for our customers with any and all of their needs. This is why we have a 92% success rate. In the Purchase Agreement you signed, you were told that if you wanted to return within the 45-day trial, you were to contact your provider and return them to their office. Instead you reached out to us with any arising issues and we resolved it each time. You were most likely unaware of these maintenance upkeeps because you have been refusing to see your provider. Again, we strongly encourage you to see your provider with any issues as they can better help you and determine the issues as we cannot over the phone. If you still do not want to see your provider then we can schedule you for a video care call with one of our in-house audiologists. Let us know how to proceed.

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased hearing aids back in Dec of 2020, since the purchase the hearing aids that were presented as premium hearing aids cost 4000.00 and have either needed repairs or replaced every 2 to 3 months. Too expensive for such poor reliability. They say I have a money back guarantee but no one will respond to phone calls or emails to customer service. 50% of the time in the last 8 months these hearing aids have been in the repairs or replaced only to have the same problem occur in a couple months. No one wants to address the money back guarantee! These are financed through Syncrohny finance which use to be Allegro credit... I am asking for the money I have paid in back as the product has not performed at a cost of 4000.00!

  

  Business response

  09/17/2021

  Business Response /* (1000, 5, 2021/09/07) */ Hi, *****. Thank you for taking the time to leave us your concerns. My name is Sami and I am on the Customer Success team. I am sorry to hear that you have had a negative experience with your hearing aids. However, the money back guarantee that you are referring to only applies to the 45-day trial you received. This is in the contract you signed, which I am attaching so you may have it in your records. Your 45-day trial ended on 1/15/21 meaning we cannot issue any refund for these devices. We have spoken to your provider and they mentioned that they are completely unaware of the issues you have been having. Because of this, I encourage you to schedule an appointment with them as they can resolve any issues you are having with your devices. Please let me know if you need assistance in scheduling this appointment as I would be happy to help. If you need anything else, please do not hesitate to reach out to us! Consumer Response /* (3000, 7, 2021/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) First.... The 45 day trial period is for the excepting of the product and function.... No money was exchanged at this time other then you were approved for financing of the product. No Money is paid during the 45 day trial period. You then start paying money for the products after 45 days not before...all you have is an approval to finance these devices. So the money back guarantee means nothing ... you have paid in nothing during the 45 day period.... All your getting is that they will cancel your financial approval.... Not give you money back! You don't know what your getting in 45 days as far as reliability in the product... after the 45 day period the products were either repaired or replaced and it took 2 week intervals to get them back, which happened every 2 to 3 months. Which have only had these about 9 months but in repairs half the time. The statement of the provider in Kansas City Focus hearing knew nothing of the issues is a lie. They are the ones who sent them to be fixed... so they knew frequency of repairs and replacements and the time it took. They were well aware! Focus Hearing XXX XXX XXXX OPKS. This is clearly a scam of policy and unreliable products that works only 45 days? No mention of product warranty because it appears they know they have issues after 45 days. Local product provider is reluctant to provide me records to show product issues when they broke and how often. Business Response /* (4000, 10, 2021/09/14) */ Hi, *****. Thank you again for voicing your concerns with us. I would like to reiterate that you had a 45-day trial. Within this trial, if you were unhappy with your devices you were able to return, which you did not. Your trial ended on 1/15/21 (8 months ago), this would have been the last day you had to return your devices to your provider. You were given a 3 year warranty that included five complimentary provider visits (I have already attached your signed Purchase Agreement that states all of this information). Your provider was aware of issues you were having in the beginning but was made unaware you were having continuous issues. That is, until you called us on 6/3/21 requesting a refund. It was explained to you that you are unable to return due to being out of trial. As I mentioned previously, your provider and us are wanting to help resolve any issues you are still having. We want you to be happy with your purchase. I still encourage you to schedule an appointment with them as they can resolve any issues you are still facing with your devices. Please let me know if you need assistance in scheduling this appointment as I would be happy to help. As always, please do not hesitate to reach out to us if you need anything. Consumer Response /* (4200, 12, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's obvious they won't stand behind a unreliable product... yes your right the product did make it through your 45 day trial before they became useless and had to be replaced or repaired! The provider was aware of the numerous issues because I took them back to them every time, saying they were unaware of the continuing issuers is a blatant lie and a way to deflect from the real problem, your products are unreliable! Every time they broke Focus Hearing dealt with them for replacing and repairs.... So they knew from the start you had them in for problems as often as I had the available to wear... which was 50% of the time I had them. Yes the hearing aids have a 3 yr warranty and I am sure it will be used often...I get 5 visits for free to deal with issues which I have already blown through those with the number of times they have broken.... What would you do if you just spent 4000.00 for something that was this unreliable... was obviously not going to get a product back that was going to work right , you would just expect someone to keep paying... replacing or repairing until they were paid for??? That's a load of ****! The consumer gets screwed for the whole time until they are paid for... the inconvenience... and obviously not hearing properly is on the shoulders of the consumer and at my expense whether I like it or not! You just keep selling crappy product at high cost to the consumers for unreliable products. Typical how you operate and the consumer has not rights for defective products if they only last 46 days the consumer is screwed. Make me happy.... Keep the money I've spent on these as rent.... Cancel my contract for the balance of what's owed with Syncrohny/ Allegro and I will go on down the road . I will not continue to pay for unreliable products... you can keep the hearing aids. I will go else where. But the contract is canceled and I owe nothing more as of October 1, 2021. That's what would satisfy me instead of continuing to go back and forth for 3 yrs getting these fixed every 2 months. Business Response /* (4000, 14, 2021/09/16) */ We pride ourselves on being open and transparent with all of our customers as we understand that hearing aids are not only a lifestyle adjustment but also an investment. This is why we have a 92% success rate. We have given you all of the resources to get your hearing aids fixed. Again, these devices were purchased back in January and you were informed of this when signing your Purchase Agreement. We cannot cancel your financing contract or refund you. If you choose not to make your payments, it will hurt your credit score and we do not want this for you. We want to make sure that your hearing aids are in perfect working condition for you so we urge you to see your provider at your earliest convenience. They will be able to determine what is wrong and help resolve any issues you are facing.

• Initial Complaint

  08/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Hear.com on July 3 to receive hearing aids. Once I received the hearing aids I discovered that they were not as advertised, they did not work well and they hurt my ears despite switching size of covers. They buzzed despite changing volume. I returned the hearing aids and requested a refund of my deposit. I returned the hearing aids on 8/4 and as of today 8/21 I still have not received my refund of $149. I finance as well through Allegro credit and am hoping they do not bill me for the devices I no longer have.

  

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/09/07) */ Hi, ******. Thank you for taking the time to leave us your concerns. My name is **** and I am on the Customer Success team. I had my team look into this and your account shows that we were unable to ever charge you the **** down payment. We attempted to charge you on 7/29/21, however, the transaction failed. We canceled and refunded the rest of your Allegro account on 8/13. If any money was pulled you will be fully refunded in the form of a check mailed to your home. Unfortunately, this can take 4-6 weeks from the time the refund was issued. If you need anything else, please do not hesitate to reach out to us. ****** Customer Success Specialist

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased one hearing aid from hear.com for $2662.50 with financing bringing it to $2915.64 Since the purchase of this hearing aid I had to go back to ******* hearing care several times because the hearing aid wasn't holding the charge The hearing aid is currently with ******* Hearing care for the same problem I can count the amount of times using this hearing aid I am paying $80.99 monthly and not able to use this product I called hear.com several times and left messages for **** ***** but no calls returned XXX XXXXXXX I really don't think I should be paying for something that I haven't been able to use since it was purchased

  

  Business response

  09/02/2021

  Business Response /* (1000, 6, 2021/08/04) */ Hi, *******. Thank you for taking the time to let us know your concerns about your hearing aid. I am sorry to hear that you have experienced some difficulty when it comes to the battery life. As per our conversation, when your provider sent your hearing aid back to the manufacturer, they decided it was a faulty device and shipped you a new one. I understand you went and picked up the device and because it did not come charged, you left it on the charger all night. After speaking with you again today it sounds like the hearing aid was fully charged and is working properly. To save some battery life, try not to stream all day. I am sorry to inform you that Gale no longer works for the company but I have emailed you my direct desk line and email should you ever need to get in contact with us in the future. Unfortunately, we cannot change your financing but I am happy to know that you hearing aid is now working properly. Happy hearing! ***** The Customer Success Team Consumer Response /* (3000, 8, 2021/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hearing aid is still not working It only holds the the charge for approximately 5 mins How can one function with a hearing aid that only last for 5 mins I have to now see another company so I can get a hearing aid that will work It's very difficult for me to function without the hearing aid One ear I hear very little and the other I have no hearing aid Business Response /* (4000, 13, 2021/08/25) */ Hi, *******. I am sincerely sorry that you have had a negative experience and so much trouble with the hearing aid device not keeping a charge. After getting repaired by the manufacturer several times and even being replaced, we understand that the charging problem was not resolved. We have just overnighted you a brand new and different device with a new charger than the one you are wearing and it should be arriving at your providers office today. This device is a higher level technology than your previous one, meaning we upgraded you to the premium level hearing aid. Once it has arrived, I will schedule you an appointment to be refitted and have your device adjusted to your needs. As always, if you need anything please do not hesitate to reach out to us. -Sami, Customer Success Specialist Consumer Response /* (4200, 15, 2021/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) How can you send a different device without having a hearing test and checking compatibility You cannot just give a different hearing aid like that I am going to an ENT doctor to have a proper hearing aid made for me I do not want to continue paying for a hearing aid I have not been able to use Business Response /* (4000, 17, 2021/09/02) */ Hi, *******. We appreciate you taking the time to leave us your concerns. As mentioned to you over the phone, I was sending you a brand new upgraded device at no additional cost. We were going to set you up with the new provider who took over Kauffman Hearing for a new hearing evaluation and fitting/adjusting of the new hearing aid. You chose not to accept this and proceeded to go to a new ENT and purchase another hearing aid through them. I understand your frustrations after having your device sent back to the manufacturer a couple of times for not only a repair but also a replacement. But at this point I have done everything in my power to help you as I want you to be happy with your hearing aid. We are unable to issue any refund as these hearing aids were purchased two years ago on July 31, 2019 (with a trial end date of October 5, 2019) and until recently, we were unaware of the issues you were facing. We wish you the best of luck with your new hearing aid and please feel free to reach out to us if you have any further questions or concerns.

• Initial Complaint

  06/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Seller offered a 45-day trial of hear.com-branded Styletto X hearing aids. Hearing aids were problematic from the very beginning and issues were reported repeatedly to the seller. Each time I reported the issues, the seller's representatives maintained that the hearing aids were fine. Essentially, nothing was resolved during the 45-day trial period. After 45 days, the seller maintains that no refund is possible. Adequate customer service is lacking to say the very least.

  

  Business response

  06/25/2021

  Business Response /* (1000, 5, 2021/06/24) */ Hi *****! Thank you for reaching out to us. My name is ****** and we spoke recently on the phone. As discussed, we will get those hearing aids sent in for repair to get them up and running once again. My last update to you was today which was that we received your devices and are in the process of sending them back to the manufacturer. I'll keep you posted on the repair and hope that we can get this solved for you as quickly as possible. Consumer Response /* (2000, 7, 2021/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩