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:12/19/2024

  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.

  Prior to my purchase of hearing aids on 10-24-24, I started the process of getting an appointment. I contacted Hear.com by phone and was set me up with a local provider, NM Hearing. During my phone conversation, the Hear.com advisor told me of their trial period where I could return the aids at any time during the trial period for a full refund. Hear.com quoted my total cost of purchase at $4,250. I went to the local provider recommended by Hear.com to complete a hearing exam and made the purchase. At time of purchase I paid the full amount of $4,250, but the provider split the amount into two separate charges. The Hear.com charge was $4,150 and the provider's exam charge was $100. I have tried aids from other providers and it's been my experience that exams were always free to me. I believed that "full refund" means just that. I ended up returning the aids to the local provider on 11-21-24, which was prior to the end of the free trial period. I was expecting to receive a full credit of $4,250, but Hear.com would only refund $4,150. The provider told me that their initial $100 fee was non-refundable. That was the first time I was told that I would be responsible for the provider's exam fee. I disagreed with that because I was initially told that the full amount of $4,250 is refundable. The provider refused to refund me their $100 exam fee, so I pursued an additional $100 refund from Hear.com by initiating an email request. I was contacted by **** ****** and we had a couple of back and forth emails in discussion, ending with his refusal to honor the commitment his company initially made. During this period of product return, I learned that Hear.com records all phone conversations. I asked Mr. ****** for a transcript of my initial conversation. His response was those recordings are confidential and not available to me. An additional $100 refund will satisfy my complaint.

  

  Business Response

  Date: 12/24/2024

  *******,

  Thank you for sharing your feedback, and we sincerely apologize for any frustration or misunderstanding regarding the refund process. We understand how important transparency is, and we regret any confusion about the exam fee.
  To clarify, the $100 charge for the hearing test is a fee set by the local provider, ********************************* Aid & *************** - **********, and is separate from the cost of the hearing aids. This fee is not determined or controlled by hear.com, and as such, we cannot issue a refund for it. The $4,150 you paid for the hearing aids has been fully refunded, and any refund for the hearing test would need to be addressed directly with ********************************* Aid & *************** - ***********
  While we record phone conversations for training and quality purposes, they are confidential and cannot be shared externally. Were sorry for any inconvenience this may have caused. If theres anything further we can assist you with, please dont hesitate to reach out. Thank you for bringing this to our attention, and we appreciate your understanding.

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

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22710826
  
  I am rejecting this response because:  When initially talking with the Hear,com representative to get an appointment, I was told that the full $4,250 would be refunded.  Your representative must have known that the $100 exam fee would be charged separately by the service provider, but did not inform me of that fact.  Therefore, I had no opportunity to accept or reject the arrangements you establish with your agent provider because your representative was not as transparent as she could been.  Had I known of your established procedures, I would have terminated my inquiry immediately.       
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/30/2024

  *******,

  Thank you for sharing your feedback, and we regret the frustration and misunderstanding youve experienced. We strive to provide clear communication, and we sincerely apologize if this detail was not adequately explained during your initial call.
  To clarify, you were charged $4,150 that included a discount that takes into account the *************************** test fee charged separately by the local provider, ********************************* Aid & *************** - **********. This ensures that our customers receive the best value for their ********************** aids while allowing them access to a thorough hearing evaluation. While we regret that this was not made clearer upfront, the good news is that you now have access to your hearing test results if you contact the provider directly.
  If you would like to pursue a refund for the $100 exam fee, you will need to contact ********** Hearing Aid & *************** - ********** directly, as they manage that charge independently. We appreciate your feedback, as it helps us improve transparency in our communication with customers.

  If there is anything further we can assist you with, please dont hesitate to reach out. All the best! -********, Customer Success team

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22710826
  
  I am rejecting this response because:  It is clear to me that Hear.com takes no responsibility for their own error.  They say they strive to be transparent, yet they openly reject any notion of their failure.  The contract provider is not responsible for the actions of or statements made by Hear.com staff.  I will not ever say I'm satisfied with the Hear.com responses to date.  Shame on Hear.com for trying to transfer their error and lay responsibility at the feet of their contracted agent.  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/17/2024

  Type:Billing 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 bought a pair of hearing aids from hear.com from one of their dealers and they charged my card about $2800 for them. The issue I have with them is that now they want to try and charge me another $575 because of the mistake they made 45 days ago. If I had known how much they were going to cost, I would not have bought these hearing aids and because of this deceptive billing, I do not feel justified in paying them any additional monies.

  

  Business Response

  Date: 12/18/2024

  Hi ***,
  Thank you for sharing your concerns, and we appreciate the opportunity to provide clarity. To give you some context, your original purchase was for the 3AX hearing aids at a price of $2,975. When you decided to exchange them for the higher technology 3IX model, the pricing in the Purchase Delivery Receipt (***) was updated. However, due to an error, the *** initially listed $3,550 instead of the correct price of $4,500. Since the *** listed $3,550 and you signed it at that amount, we honored the $3,550 as your total cost.
  At the time, you had paid $2,975 for the 3AX, leaving a remaining balance of $575 for the upgraded 3IX model. To address this, we sent you an email explaining the situation along with an updated *** for your review. You signed the updated *** on the same day, confirming the adjusted price and authorizing us to process the remaining payment of $575. This process aligns with the payment terms shared during your initial call, which authorize us to process approved payments if necessary.
  We sincerely regret any confusion this situation may have caused and want to assure you that we have followed these steps to ensure transparency and fairness. If you have any additional questions or concerns, please dont hesitate to contact us directly. We are here to assist you and ensure your satisfaction with your hearing aids.

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

  
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22698169
  
  I am rejecting this response because I didnt sign anything for any additional amount
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 12/19/2024

  Hi ***,

  I sincerely apologize for the confusion and frustration this situation has caused. After personally looking into this matter and having my team review the details, we identified and corrected the mistake.
  To clarify, your original Purchase Delivery Receipt (PDR) was listed as $4,500 when it should have been $3,550. However, you were only charged $2,975 for the 3IX model devices. This is why we charged you the additional $575. To address this discrepancy and resolve the situation, we have refunded you the $575, making your final total $2,975.
  Again, I want to apologize on behalf of our team for the mistake and any inconvenience caused. If theres anything else we can do to assist you further, please dont hesitate to reach out. We are here to help and ensure your satisfaction.

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

• Initial Complaint

  Date:11/04/2024

  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 dont believe its Hear.com's business practice to hold trial clients accountable to owning a product (that doesn't work for them) on a legal technicality when good faith efforts to extend the trial or return the product were made. Im a trial client with a unique type of hearing loss. After an initial trial, which didnt work for me, I was encouraged to trial the newest technology Horizon Go 71X Silver Hero. Told this would address my specific hearing loss, I agreed. Even with a commitment to wearing them and encouragement to make as many adjustments as needed, I wasnt experiencing improvement. As a result, my **************** **** ****, agreed to extend my trial 2 more weeks. Before that period ended, my Hearing Specialist ******* and I discussed further trial extension since the product needed additional fitting. ******* said shed make the request on my behalf and advocate for an extension. I didnt hear back right away, but since wed been in regular communication I felt supported by the Customer Support and ********************** Specialist teams. Growing anxious, I followed up 2 days after the end of my trial. I was told the extension was denied. I immediately returned the product but was charged anyway. I followed up, sure the miscommunication would be resolved. It wasnt. After emailing with **** ****** and Operations Specialist ******** ******, I was told my request for cancellation/reimbursement was denied because it was made post-trial. This product unfortunately doesnt work for my type of hearing loss. I can't afford a product that doesnt accommodate my disability. I know its your goal to help, rather than take advantage of, the hearing-impaired community. Insisting I own a product that doesnt work for me despite every effort to make it work and/or return it, seems to be a bad-faith business practice. Im sure you can reconsider this decision, cancel my account and reimburse me. Thank you for the support

  Customer Answer

  Date: 11/05/2024

  I submitted this complaint for Hear.com but I believe I may have submitted it under the wrong company listing on BBB. Hear.com has an office in ******, ** and one in *******. So when I searched Hear.com ******, ** this business listing popped up:

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

  However, after submitting the complaint I navigated to BBB from Hear.com's website and was taken to a different business listing with the same name (Hear.com, LLC)

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

  
  

  But when I tried to resubmit the complaint under the other business listing it popped up with this message:

  It looks like you filed a complaint against this business recently. If you wish to file another complaint against this business, please click continue. If you would like information on the status of your previous complaint, please contact your BBB.

  contact BBB Serving ***************** & the Caribbean

  
  

  Could you confirm if this is the same business? Or if I need to resubmit the complaint under the correct business (*********************************)?

  
  

  Thank you

  

  Business Response

  Date: 11/05/2024

  Mia, 

  Thank you for sharing your concerns. We sincerely apologize for any frustration or confusion regarding your trial period. We understand that you were experiencing challenges with the Horizon Go 71X Silver Hero hearing aids and that you made efforts to work with our team to find a solution.

   To clarify, we did provide a 10-day extension to your trial, during which time you could have returned the devices. Unfortunately, the trial period ended on 6/4/24, and as per our policy, we are unable to accept returns beyond this date. We appreciate your commitment to trying the hearing aids and working with our **************** and ********************** Specialist teams, and we regret that the devices did not meet your needs.

  We assure you that our goal is always to support our clients and provide the best possible solutions for their hearing needs. While we cannot process a return at this stage, we remain committed to assisting you in any way we can. If theres anything else we can do to help, please dont hesitate to reach out. Thank you for your understanding. 

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

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22514270
  
  I am rejecting this response because:
  

  This is unethical. You acknowledge that they don't work for me and you have a record of my good faith efforts to extend the trial or return them, and you are unable to make an exception to your blanket policy that because they were in my possession 2 days after the trail ended, I therefore own them? Your team failed to communicate promptly with me, holding me in a position of uncertainty and you should take accountability for that instead of placing the burden on me, your customer, who you claim to serve. 

  
  Sincerely,
  
  *** ********-******

  

  Business Response

  Date: 11/11/2024

  Mia, 

  Thank you for reaching out. To clarify, the purchase agreement you signed included a 45-day trial period with a specific expiration date, providing ample time to experience the hearing aids and determine if they were right for you. Additionally, we offered a 10-day ***** period as a courtesy, ensuring a full refund if the devices were returned within this extended timeframe.

  We hope this clears up any questions regarding the terms of the agreement and our commitment to a transparent process. If theres anything further we can assist with, please dont hesitate to let us know.

  All the best, 

  -********, Customer Success Manager

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22514270
  
  I am rejecting this response because:

  I understand the terms of the 45-day trial period and 10-day extension. As I said in my original message, before the end of the 10-day extension I spoke with my Hearing Specialist *******, on May 30th, to discuss a further extension acknowledging the hearing aids were not working and further adjustments were needed. I trusted that my request was being considered, even though I had not heard back- there was precedent for requests like this to take longer than the agreed period, as this had happened when I made the first request for an extension on May 22nd. My customer service *** had been out of the office but completed the request when she returned on May 28th, even though the original trial end date had passed. If I had been aware that this request had not been made I would have proceeded differently, however, based on my trust in my support team and based on my previous experience, I had full confidence that my request had been appropriately submitted and it was now out of my hands and in the hands of the hear.com team to inform me of the decision. Due to these specific circumstances, I don't think this "general" return policy applies. Once again, you're insisting I purchase a product that does not work for me based on a miscommunication with your team. I'm not taking advantage of your trial process or trying to get anything for free. Furthermore, the contract I signed specifically says: (#6 on page 2): "The hearing aid(s) may be returned to the seller within 45 days of the date of actual receipt by you or until completion of the fitting by the seller, whichever occurs later." My fitting had not been completed. The fitting of the physical devices had not been completed as the ear tips were causing discomfort that was interfering with wearing the hearing aids and the smaller size was not working even with the provided earlock attachment. So, in addition to the technological fitting not being complete, the physical fitting was also still in progress, not completed.
  
  Again, I had requested an extension before the end of the trial period and should have either been offered an extension or informed that an extension would not be offered in time for me to return the hearing aids within the agreed upon period. Additionally, per the contract I returned the hearing aids before the fitting was completed. Either way I have fulfilled my contractual obligation in returning the hearing aids for a free return.
  
  Thank you for your support.

  Sincerely,
  
  *** ********-******

• Initial Complaint

  Date:11/01/2024

  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.

  My hearing aids are less than a year old. The left one at first developed a fault in the Bluetooth broadcast to my left hearing aid (the right one works just fine), but since has refused to turn on at all.

  

  Business Response

  Date: 11/05/2024

  ****, thank you for sharing your concerns with us. Were sorry to hear about the issue you encountered with your left hearing aid not pairing. Were glad you reached out to our customer service team, and were pleased they were able to assist you in resolving the problem and ordering additional wax guards. If you need any further assistance, please dont hesitate to give us a call at ************. Were here to help and ensure you have the best possible experience with your hearing aids. Happy hearing! -********, Customer Success Team
  

  Customer Answer

  Date: 11/20/2024

   
  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:10/29/2024

  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 contacted Hear.com about looking into hearing aids. I told them I didnt want anything over the ear but something similar to Eargo in the ear hearing aids. They advised that they had something that would work so they instructed me to go to a store in **********. I went there and tried on a set but they were not working for me. It was around **** and I tried to return the set but was told by the manager of the store that hear.com had to approve the return. I tried for several days but no one got back to me so I dropped them off at the store. Later the store requested that I pick up the set. But I advised them no one was returning my call and the time ran out. I didnt want to be responsible. I called several times again and finally after the time was up they told me I had to pay for the hearing aids. At first I was told they would get money from my medical so the cost was about *******. But I was sent a bill for almost 4000. I advised them over the phone that I did not have the hearing aids they were at the store. They advised that they were mine and I was to pay. Several days later *** tried to deliver a package with the hearing aids. It was refused and sent back. I have called ************** back several time to have this resolved. They keep telling me that they are looking into this issue but no response. When I looked at the paperwork it appears that they had started charging me before the trial time was over. This whole company seams like a scam. I just want it resolved.

  

  Business Response

  Date: 11/11/2024

  ******, 

  Thank you for voicing your concerns. Please know that we did not process a return for this transaction; instead, we provided you with an opportunity to reclaim your devices as they were not returned within the 45-day trial period. Despite our efforts to inform and facilitate the process, you opted not to retrieve your hearing aids within the designated timeframe.
  
  If you have any further questions regarding your account or this process, please feel free to reach out to our Customer Support Team at ***************. Were here to assist with any outstanding concerns.

  Thank you for allowing us to address this matter.

  All the best, 

  ********, Customer Success Manager 

• Initial Complaint

  Date:10/14/2024

  Type:Sales and Advertising 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.

  My husband was contacted by **************************. They sell a very high tech hearing aid. He decided after researching to purchase the product.The problem for us was that they wanted us to give our credit card information over the phone. The person receiving it was working from home. There was a dog barking in the background. This product ( hearing aid)was $6500!They had a website called **************************. She told us we could not make the payment to the website. She wanted us to give her our credit card info to her over the phone!We both knew that this was not s safe way to make a payment.We told her we could not complete the transaction.I then asked her for a contact number for management. I wanted to voice my frustration that there was not a safe way to make this purchase. The salesperson claimed the payment could not be made at the website. It needed to be made over the phone to her!What would the BBB advise?Thank you,***** ****** **************

  

  Business Response

  Date: 10/17/2024

  *****, thank you for bringing your concerns to our attention. We truly understand your hesitation regarding providing personal information over the phone, and we want to assure you that we take our customers' privacy and security very seriously. All personal information shared over the phone is carefully handled, and our processes are designed to ensure that any sensitive data is redacted and protected.
  To address your specific case, we kindly request your husbands name so we can locate his account due to HIPAA regulations. Once we have this information, we will be happy to assist further and address any additional concerns you may have.
  We apologize for any discomfort you experienced and appreciate your understanding. Should you have any further questions or need additional assistance, please dont hesitate to reach out. All the best! -********, Customer Success Team

• Initial Complaint

  Date:09/09/2024

  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.

  Yes my husband' *** we purchase hearing aids from this company that's called here.com have had a lot of issues I've called the company and the credit we purchase it from and we just don't get anywhere and they do not work and it's quite a hassle because nobody seems to listen we go together you know checked out by this gentleman and ************* well he does whatever he does we get home and maybe later on several hours or so we're back to the same thing he can't hear you have to yell I don't like yelling at him *** or madam because you know he's already feels terrible when people try to talk to him and he says well you know I'm sorry what and what and the other day I slipped down and I'm calling him for help I didn't get hurt but anyway so he didn't hear me and I'm just I don't know what to do please if you could help us I appreciate it very much I already wrote a report here but I didn't I couldn't trace it so this if you do trace it it'll be the second one so anyway please help us they're no good they don't work it's just just terrible and when I want it to contact those people you know if I guess Florida or whatever and I could never get get through them to speak to them and that's it I don't understand what else to do and I think the total amount is $4,000 and something I guess with taxes and whatever else they do and so yes very frustrated very frustrated so I don't I just don't think it's right to pay them and I'm trying to find a solution but you know I call many many times and security Bank is who did the loan for these things so with that being said that's just it's it's a nightmare. Please try it and help us okay sincerely again thank you.

  

  Business Response

  Date: 09/13/2024

  Hello,

  Thank you for reaching out and sharing your concerns. Im truly sorry to hear about the difficulties your husband, ***, has been experiencing with his hearing aids, and I understand how frustrating this situation has been for both of you. We absolutely want to help resolve these issues as quickly as possible.

  Ive spoken with your provider, and they informed me that unfortunately, ************ attended any of his scheduled appointments to have his hearing aids evaluated. These appointments are essential to ensure the devices are functioning properly and to make any necessary cleanings and adjustments. Additionally, it seems we may have been blocked on your phone, as Ive tried reaching out to offer assistance but was unable to connect. 

  We want to do everything we can to help. I learned that you are scheduled for an appointment on 10/14/24. We encourage you to please attend this appointment or contact your provider directly for assistance. Were committed to ensuring that *** has hearing aids that work properly and improve his quality of life. Thank you for your patience, and we look forward to resolving this for you.

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

  
  

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22263352
  
  

  Could you please contact me yes please schedule appointment l could not Contact 

  You  when I opened my phone it was late my 

  Phone is *********** you mentioned that my phone was block Please call me if I knew l would make the appointment gor9am or 12 pm 

  I'm so sorry.

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

  Customer Answer

  Date: 09/17/2024

  ************************ please let

  Text me I've been trying to get in touch all weekend and all this weekend.

  

  Business Response

  Date: 09/18/2024

  Hello,

  Thank you for your reply. I wanted to let you know that you already have an appointment scheduled for 10/14 with your provider at Audibel Hearing Centers of *********. They are eager to assist you in finding a solution to your hearing aid troubles.

  If you'd like to schedule something sooner, you can contact your provider directly, and theyll be happy to assist. 

  Best, 

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

  Customer Answer

  Date: 09/18/2024

  Thank you I I called Monday and mentioned that no excuse me it could be Tuesday I apologize that they had said that *** has not ever been there and the receptionist was quite surprised and said no and I said if she could send me something for proof and but I'm I'm my concern is that I don't want her in trouble you know because she works for I guess the company but anyway my hopes is that she will and I think she will she's very kind and so right away she said you know what let's make an appointment for Thursday this Thursday coming which would be the 19th so we do have an appointment and I don't know where the other one is from I think I read October I have no clue that one but I know he has one tomorrow and she said the receptionist that she could you know send me I guess the proof he was there and some schedule days and of course I miss the I miss some because you know due to my illnesses but no I'm I was so unbelievably upset that I would get that from that you send us saying we've never been there I think that's horrible well regardless please I will do what we can and please help us it's it's important but thank you and my phone is not blocked because they call me or they send me a text I don't know what to tell you but I'll tell you what I could give you my cell phone number and I think that would might work I know it's 708 hold on please what's my phone number cell phone just one second please I don't know by heart other than ********* what else 6670 okay thank you that's the only thing I could tell you right now but it's well I don't know thank you for your thoughts and thank you

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22263352
  
  Thank you I I called Monday and mentioned that no excuse me it could be Tuesday I apologize that they had said that *** has not ever been there and the receptionist was quite surprised and said no and I said if she could send me something for proof and but I'm I'm my concern is that I don't want her in trouble you know because she works for I guess the company but anyway my hopes is that she will and I think she will she's very kind and so right away she said you know what let's make an appointment for Thursday this Thursday coming which would be the 19th so we do have an appointment and I don't know where the other one is from I think I read October I have no clue that one but I know he has one tomorrow and she said the receptionist that she could you know send me I guess the proof he was there and some schedule days and of course I miss the I miss some because you know due to my illnesses but no I'm I was so unbelievably upset that I would get that from that you send us saying we've never been there I think that's horrible well regardless please I will do what we can and please help us it's it's important but thank you and my phone is not blocked because they call me or they send me a text I don't know what to tell you but I'll tell you what I could give you my cell phone number and I think that would might work I know it's 708 hold on please what's my phone number cell phone just one second please I don't know by heart other than ********* what else 6670 okay thank you that's the only thing I could tell you right now but it's well I don't know thank you for your thoughts and thank you

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

  Customer Answer

  Date: 09/19/2024

  Yes thank you we went there today it's a matter of fact and mentioned about that they had said we've never been there and he doesn't understand why so his reception is she will fax or text me some you know dates that we've been there but I don't understand and he doesn't know the gentleman didn't know why so you know I don't think that's right for them to say we never been there when we have been there so anyway that's the new thing that happened today and we left them there and he's going to or send them out and he'll call us when it's ready but we are doing what we can I don't know but anyway I appreciate it you will still try to help us and thank you so much so with that being said I appreciate it and we'll I'll let you know later when we find out okay thank you ***************************** and rattle bandage God bless thank you

  Customer Answer

  Date: 09/23/2024

  Good Evening can you call us at ********** we have proof that we have to get my husband hearing aids thank you ******* ******* and ****** R *******.

  Customer Answer

  Date: 09/24/2024

  Yes this is ******* ******* I read this message you gave us but I don't see where it shows that I did this I believe it was yesterday or today I'm sorry I can't remember stating that excuse me we had proof of the appointments that we have attended yes we missed some but that is my fault I have health issues I had cancer the pancreas and just things keep popping up but I'm okay you know but regardless I have kidney problems etc etc so this is why we miss some appointments but we did we have been going we did go rather not what they said that he's never been there and I think that's terrible for them to say that so yeah so just let me know okay and thanks for the response but it seems it's no different than the first one I got that's where I'm confused so anyway I'll hear from you thank you okay bye-bye now want you to bandish and ****** ******* thank you good night oh and my son send you proof that we have been there okay all right thank you so much could you send me your phone number next time I just can't seem to find it I appreciate it thank you

  Customer Answer

  Date: 09/25/2024

  Good evening I we reset received your text or calling and I see nothing that shows that you received the papers from yesterday showing that we have been there we go to the one in LaGrange of course because it's Illinois and so I'm not understanding I don't you didn't say anything about this I mean we do have proof and they lied as you know because the proof is there so please call me I like to speak to a person okay yes and so I don't know what to tell you I'm a little confused for not receiving this text saying that you received the proof so I appreciate it okay cuz this is nerve-racking and well I'm not in the best of health and this is a lot of pressure and then it's my husband is you know not hearing good and the gentleman kept the hearing aids to send them out his name is **** very nice man and just please see you know let me know that you got the information okay I appreciate it I'm sorry if I stumbled right now speaking but right now it's not a good day for us for me rather but yeah so okay please call me tomorrow if you can I appreciate it we should be home if I know you're calling we can be home from 1:00 to 4:30 okay all right thank you have a good evening goodbye ******* ******* and ****** bandish 

  Customer Answer

  Date: 09/26/2024

  Good morning could you please call or a text I try to reach out to you Thank You  having trouble contacting you. Thank you ******* *******.

  

  Business Response

  Date: 10/02/2024

  Dear ******* and ******,

  I apologize, but I am having difficulty understanding your last message. As mentioned in my previous responses, it seems our number has been blocked, which is why weve been unable to reach you by phone.
  After speaking with your provider, I understand you have an upcoming appointment on October 14th. We strongly encourage you to attend this appointment, as it is crucial for addressing your hearing aid issues. Its important to note that previous appointments have been missed, and attending this one is the best step to resolve the concerns youve been facing.

  At this point, our ability to assist you through messages is limited due to the communication challenges. For further assistance, please contact your provider directly at Audibel Hearing Centers of **********************
  

  Thank you for your understanding, and we hope to see your issue resolved soon.

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

   

   

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22263352
  
  I am rejecting this response because:
  

  We keep an telling the company that ****** went to the appointments and keep on getting the same message from the 13th. We don't know if this is from the company itself or the BBB not sending our reply. Once again attached is the times ****** went to the appointments and we have scheduled for the 14th of Oct. Can someone call us at ************ as that might be better way to keep in touch rather than using this email system or please reply with a number we can call you at.  

  
  Sincerely,
  
  ****** R. *******

  

  Business Response

  Date: 10/03/2024

  ******, 

  I apologize for any frustrations we may have caused. I was repeating the information regarding your upcoming appointment directly from your provider.

  As I have mentioned before, you have blocked our number, so we are unable to contact you directly. If you would like, you can call our **************** number at *************** to speak with us. 

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

  Customer Answer

  Date: 10/03/2024

  Hello,

  Good Evening you say that you can't reach our phone way would we block it this is very serious issue and on your end you said we have never been to by Mr **** for any appointment you know that's not true so we send you proof that we very wrong on your part excuse me for saying that and also the 

  the ladies that talk too we have never been able to reach they they would always be available to speak to them so we be waiting for your phone call  or call our cell 70**********

   

  From,

   

  Mr. And Mrs. ************************

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22263352
  
  

  Hello,

  Good Evening you say that you can't reach our phone way would we block it this is very serious issue and on your end you said we have never been to by Mr **** for any appointment you know that's not true so we send you proof that we very wrong on your part excuse me for saying that and also the 

  the ladies that talk too we have never been able to reach they they would always be available to speak to them so we be waiting for your phone call  or call our cell 70**********

   

  From,

   

  Mr. And Mrs. *******
  

  
  
  

  

  Business Response

  Date: 10/09/2024

  ******, 

  I apologize for any miscommunication. After speaking with your provider again, I learned that you visited their office on September 19th, and your hearing aids were sent in for repair. You received them back on September 30th, and you now have a follow-up appointment scheduled for November 14th. I attempted to call the number you provided again, and while the call went through this time, I was unable to leave a message as your voicemail is full.

  If you need to reach us, please feel free to contact our Customer Support team at ************.

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

  
  

  Customer Answer

  Date: 10/09/2024

  Good Evening

  I just wanted to let you know that today had a call from Hear.com so I call them back they we're confused I also was they asked if I needed hearing I said I'm just returning there call  and said that my husband has purchased hearing aids and we are very unhappy with their company. 

  I'm not sure that they call .

  Thank you .Mrs ***************** can you let us know when they will call us.

  .

   

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22263352
  
  

  Good Evening

  I just wanted to let you know that today had a call from Hear.com so I call them back they we're confused I also was they asked if I needed hearing I said I'm just returning there call  and said that my husband has purchased hearing aids and we are very unhappy with their company. 

  I'm not sure that they call .

  Thank you .Mrs ***************** can you let us know when they will call us.

  .

   

  Customer Answer

  Date: 10/10/2024

  Good Evening

   

  I've read your message thank you,so I thought we were going to speak on the phone I'm thinking it was going to be October 14 I'm not positive is this call going to be cancelled if so I'm disappointed for us

  It's very important to communicate so it would be more understanding the problem and it would just maybe clear things up I'm really disappointed altogether but I will call you tomorrow and then we'll discuss more if possible okay

   

  thank you for your help

   

  ******* ******* and ****** *******.

• Initial Complaint

  Date:08/27/2024

  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.

  Did not give what they said they would

  

  Business Response

  Date: 09/06/2024

  *****, 

  Thank you for sharing your feedback, and we are sorry to hear about your negative experience with your hearing aids. I reached out to understand how we could assist and recommended that you return to your provider for a cleaning and adjustments, as they have not heard from you since April. I also offered to help schedule an appointment, but you preferred to contact them directly, which we completely respect.
  If you change your mind or need further assistance, were here to help. Please dont hesitate to reach outwe want to make sure youre fully satisfied with your hearing aids. 

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

  

  Business Response

  Date: 09/16/2024

  Date Sent: 9/6/2024 1:49:01 PM
  

  *****, 

  Thank you for sharing your feedback, and we are sorry to hear about your negative experience with your hearing aids. I reached out to understand how we could assist and recommended that you return to your provider for a cleaning and adjustments, as they have not heard from you since April. I also offered to help schedule an appointment, but you preferred to contact them directly, which we completely respect.
  If you change your mind or need further assistance, were here to help. Please dont hesitate to reach outwe want to make sure youre fully satisfied with your hearing aids. 

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

• Initial Complaint

  Date:08/06/2024

  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 wanted to try hear.com hearing aids and received their package. However, the financing part did not work out and I spoke to the representative who I worked with and returned the equipment before I left out of town. I have a recording of *** driver picking up my hear.com equipment through my door camera on June 17th at 6.22pm. When I came back from my trip after almost 30 days, I received a call and an email that I need to return my equipment. I reached out to the representative requesting her to confirm that my equipment was returned and she sent an email that she will make a note that they received the equipment. After a couple more weeks, I received a letter asking me to return the equipment. I am a little worried if their systems are not talking to each other or if they are trying to make me pay for something that I returned.

  

  Business Response

  Date: 08/12/2024

  *****, thank you for bringing this to our attention, and I apologize for the confusion and frustration you've experienced. First and foremost, I want to assure you that we have indeed received the returned equipment and have closed out your account. Im sorry for the repeated communication asking for the return, and I understand how concerning this must have been, especially after you took the appropriate steps to return the hearing aids.
  It appears that there was a delay in our system updating to reflect the return, which caused the additional messages. Please rest assured that you will not be held responsible for any charges related to the returned equipment. We are also reviewing our processes to ensure that this does not happen again in the future.
  If you have any further concerns or questions, please feel free to reach out directly, and Ill be happy to assist. Thank you for your understanding, and we apologize again for any inconvenience this may have caused.

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

  Customer Answer

  Date: 08/15/2024

   
  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:07/17/2024

  Type:Order 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.

  The customer service is deplorable. It is nearly impossible to receive any response from Hear.com. I call, leave a detailed voice mail, no return call. I send an e-mail, again no response.

  

  Business Response

  Date: 07/18/2024

  ******, thank you for sharing your feedback. We deeply regret to hear about your experience with our customer service, and we sincerely apologize for the lack of responsiveness you've encountered.We understand how frustrating this must have been for you. I see that you have recently spoken to our customer service team, and I want to assure you that they are actively working on finding a solution for your concerns.Your satisfaction is very important to us, and we are committed to resolving this matter promptly. If you need any further assistance in the meantime, please don't hesitate to reach out. Happy hearing! -********, Customer Success Team

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22001824
  
  I am rejecting this response because: This is not the first time Hear.com has failed to respond to a request for service. I want assurances this will not occur in the future.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/25/2024

  ******, 

  Thank you for your additional feedback. We do our best to effectively and efficiently respond to all of our customer's needs. Please be assured that we are taking your feedback seriously and have implemented measures to prevent such occurrences in the future. Should you need anything, please do not hesitate to reach out to us directly. Happy hearing! -********, Customer Success Team

  Customer Answer

  Date: 07/31/2024

   
  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,
  
  *********************