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:07/15/2024

  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 purchased a set of **** CRE-E10 hearing aids from Hear.com on March 4, 2024. Within about 3 weeks, the left device would not take a charge. It was replaced along with the right device and charger. Today, July 15, 2024, I reported the right device will not hold charge and I cannot hear through it. I placed a call to the manufacturer, ****, and was told they would need a copy of the invoice from Hear.com in order to initiate a replacement under warranty, even though the devices were registered with ****. The registration with **** was acknowledged by email from ****. I have tried for three hours to speak to Hearing.com, with no answered Cals. I have left several voice mails with hearing.com, with no return calls. This is unacceptable. I want a full refund on this product ASAP.

  

  Business Response

  Date: 07/16/2024

  ******, thank you for bringing your concerns to our attention. We sincerely apologize for the issues you have experienced with your **** CRE-E10 hearing aids and the difficulties you faced in reaching our customer support team. 
  I wanted to confirm that we just got off the phone where I explained the repair process. We are eager to rectify this situation for you. However, I understand that you declined this assistance because you did not want to be without your hearing aids during the repair period.
  As per your request, I have emailed you a copy of your invoice. You can use this to contact **** directly for a replacement under their warranty.
  

  We apologize the inconvenience this has caused and appreciate your patience. If you need any further assistance, please do not hesitate to reach out. -********, Customer Success Team

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21991988
  
  I am rejecting this response because: they replaced the left device in an overnight package with a return label. The defective device(s) was placed, as instructed, in the box an it was returned without issue. I am the same person as then. Now, they want to take away my hearing device(s) before they will honor the warranty. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/26/2024

  ******, 

  Thank you for providing additional feedback. We regret to hear about your negative experience with us. As discussed during our last phone call, we are happy to replace the devices for you, provided that the old ones are returned first. We understand that **** has already addressed this issue for you, and we are pleased to hear that you have found a satisfactory solution for your hearing aid needs. Should you require any further assistance, please do not hesitate to reach out to us. 

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

• Initial Complaint

  Date:07/15/2024

  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.

  My mother (***********************************) ordered hearing aids through hear.com. She did not fully understand the financial obligation nor the terms of the commitment. She is not able to make large purchases without assistance/oversight of myself or her son. After she received the hearing aids she attempted to return them but was unable to speak with anyone from Hear.com to do so. After I became aware of the situation I attempted to contact Hear.com multiple times across many days without being able to get anyone on the phone (including today). I would sit on the phone as long as it took to get someone to resolve the situation but the phone line dumps customers off to a voicemail after a few minutes. I have left multiple voicemails - none of which have been returned. I've called every number I found, including the one on the package in the return sender section. I would like to return the hearing aids for a full refund. The have never been opened. They weren't even removed from the shipping package. I was going to complete a "return to sender" via *** but feared they would not be credited back to my mom's account correctly. There was no way to get these back in the 45 day period as no one answered the phone after repeated attempts.

  

  Business Response

  Date: 07/16/2024

  ***, thank you for taking the time to share your concerns regarding your mothers recent negative experience. We sincerely apologize for the difficulties you encountered while trying to return the hearing aids and the challenges you faced in reaching our customer support team. 
  As we just discussed over the phone, your mother, ******, is still within the trial period for the hearing aids. We are able to accept the return. To assist you further, I have provided a return label and instructions on how to return the hearing aids. Once we receive the devices back, we will process a full refund and cancel the associated accounts. We appreciate your patience and understanding as we work to resolve this matter promptly.
  Should you have any questions, please reach us directly. All the best! -********, Customer Success Team

• Initial Complaint

  Date:07/01/2024

  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.

  Hear.com took advantage of my mother, ***************** in *************, ** who had dementia and already has hearing aids. She signed up for financing which she is not capable of doing. I have left several messages with hear.com with NO reply.

  

  Business Response

  Date: 07/03/2024

  Hi ****, 

  Thank you for bringing this to our attention and taking the time to voice your concerns. We are deeply sorry to hear about this negative experience and want to assure you that it was never our intention to take advantage of your mother.
  I see that you spoke to our team yesterday, we were able to initiate the cancellation process. Since your mother is still within the trial period, we can accept the return of the hearing aids. If you need any further assistance or have additional questions, please do not hesitate to contact us directly. We are here to help and ensure that this matter is resolved promptly and satisfactorily.

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

  Customer Answer

  Date: 07/09/2024

   
  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. Please make sure her financing of the hearing aids is cleared and please remove her from any further contact from you "sales team".
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/18/2024

  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.

  On May 1, 2024, I started a "45 day free trial" with HEAR.com for hearing aids. I "met" through video with Dr. ********************* about 4 or 5 times. I told her that I had problems getting the left hearing aid into my ear canal. She suggested placing a small amount of cream or lotion to assist in getting the hearing aid in. I continued having problems with this left hearing aid and at our last session, she suggested I try "concha lock sleeve" that somehow wounds around in the larger cavity of my ear and that might help the hearing aid to stay in. I didn't want to do that and told her so. I continued to fight this hearing aid falling out until June 12, 2024. On that date, I called ************ and spoke with "******" and she told me not to worry that "there were many things" they could try to help the hearing aids fit properly. She also said that it was a good thing I called because of the trial period being up on June 15th. (I had forgotten about that date.) She set up an appointment with hearing coach ***** for June 14th. ****** also told me that she would try to get my trial period extended. I received an e-mail on June 12th that said my trial period would be extended until June 22, 2024. The video call with Coach ***** was not good because of connection issues. But, she also suggested the "concha lock sleeve." Against my better judgement I said to send them. But, after thinking about our conversation and knowing that I was still within my original 45 day period I sent an e-mail to HEAR.com telling them I wanted to send the hearing aids back. I received a return confirmation #************. As of today I've not received any instructions as to how to send them back!!! I think HEAR.com is hoping I won't contact anyone until after my SECOND trial extension of June 22nd has past. *************************** did an amazing job selling me the hearing aids, but ***** seems willing to assist me in returning them. Care ********************* was supposed to finance them.

  

  Business Response

  Date: 06/20/2024

  ****, t**** you for taking the time to share your detailed experience with us. We are sorry to hear about the difficulties you've had with your hearing aids and the challenges you've encountered in trying to return them. Your feedback is important, and we want to ensure that your concerns are addressed promptly. We apologize for any inconvenience caused by the fitting issues with your left hearing aid and the connection problems during your video call with your provider, *****. We appreciate your patience and efforts in trying various solutions. 

   We understand your frustration with the return process and regret any confusion regarding the return instructions. Please rest assured that we are committed to assisting you. You should have a return label provided to you at the bottom of the package we sent you with the tablet and other equipment. I have also emailed you another return label just in case. Please use one of these and drop off the package at your local *** Store. If you prefer, we can also schedule *** to pick up the package from your home. 

  We want to ensure that this process is as smooth as possible for you. If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly. All the best! -********, Customer Succes Team
  

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21869942
  
  I am rejecting this response because:

  All I have to return are the hearing aids, the charging case, the charging cord, and some miscellaneous supplies hear.com sent to me.  I returned the big package initially received from hear.com by *** pickup after my last session with Dr. *****************************************************************************

  

  Business Response

  Date: 07/01/2024

  ******, 

  Thank you for your response. However, I believe you misunderstood my response. I have emailed a return label to you on 6/20; the email comes from *** (make sure to check your spam folder as it may go there). Please use this return label to return any remaining items you have of ours. Once these items have been returned, we can process your refund and cancel your contract. 

  Please do this at your earliest availability as it has already been two weeks since the end of your trial period. If you have any questions or concerns, please call our team directly at ***************. 

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

  Customer Answer

  Date: 07/03/2024

   
  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,
  
  *************************

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 21869942
  
  On or about May 1, 2024, I spoke with salesperson, ******** ***** who represented hear.com LLC. I agreed to a 45 day free trial for a set of hearing aids. After receiving the hearing aids I was scheduled a video conference on May 10, 2025 to get the hearing aids activated and fitted. After about 3 weeks I realized that these hearing aids were not fitting properly. I was well within the 45 days and I sent them back via *** call tag issued by hear.com. I paid no down payment. On March 17, 2025 I received a certified letter, dated March 10, 2025, from hear.com LLC titled NOTICE OF ABANDONED PERSONAL PROPERTY. Listed in the letter were 3 steps I was advised to follow in order to claim/recover the hearing aids. These steps frightened me because I felt that following these steps would give me no recourse to refuse them. The last paragraph states Failure to claim or recover this property on or before April 8th, 2025 will acknowledge that you give up all rights of ownership to it and that you allow hear.com LLC to immediately dispose of it as hear.com LLC chooses to. Please note that this does not relieve you of financial responsibility or entitle you to a refund. To make matters worse I have also received a letter from synchrony ALLEGRO credit informing me that I owe $2494.99 due by April 23, 2025. If not paid by then I will also owe interest accrued. I am almost 71 years old. These two companies have waited 9 months to notify me! I feel they are trying to take advantage of me due to my age. I do not want these hearing aids and will not pay for them. Any help you can provide is greatly appreciated.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/21/2025

  We understand this situation has been frustrating, and we want to clarify whats happened and how we can support you moving forward.
  You were originally fitted with your hearing aids on May 1, 2024, and your 45-day risk-free trial was set to end on June 16, 2024. Our records show the devices were returned on July 11, 2024about 25 days after the trial had ended.
  When you signed our Purchase and Delivery Receipt, it outlined that to qualify for a refund, hearing aids must be returned within the trial period. In addition, your financing with ************** began at the start of your trial, and since the return happened after the trial period, were unable to cancel the contract on your behalf.
  In March 2025, we sent you a Notice of Abandoned Personal Property, giving you the option to retrieve your hearing aids or schedule services.
  That said, we still want to make sure you receive the value you signed up for. Youre entitled to:
  ? The hearing aids you purchased
  ? Free remote follow-ups and adjustments
  ? Three years of complimentary maintenance supplies
  Were here to support you and would love to help you get the most from your devices. Please reach out to us directly if you'd like to reschedule your fitting or need help making adjustments to improve your experience.
  We appreciate your patience and remain committed to helping you hear your best. - ******, Customer Success Team

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 21869942
  
  I am rejecting this response because:
  I absolutely did not send the hearing aids back in July!  As stated in my original complaint, the hearing aids were activated and fitted on May 10, 2024.  I  sent them back within the 45 day free trial.  I am appalled that someone at hear.com is giving false information.  I do not want these hearing aids.  I had a lot of trouble with the left one FALLING OUT of my ear ALL BY ITSELF.  I will not pay for these hearing aids, either.  Quit hassling me or I promise I will have no recourse bit to take legal action.

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

• Initial Complaint

  Date:06/18/2024

  Type:Order 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.

  $3900 credit commitment to credit co. I returned the hearing aids within the 45 day trial period. They claimed that they sent 2 sets of hearing aids. There was ONLY one set in the box. They say I only returned one set. I dont understand why they would send 2 sets. I have tried to contact them several times without and response.I tried several times. My next step may be a lawyer. I hope this is not required.

  

  Business Response

  Date: 06/25/2024

  Hi *****, 

  Thank you for sharing your concerns and bringing this to our attention. We sincerely apologize for the confusion and frustration you have experienced. Upon reviewing your case, we realized that there was indeed a mistake on our part. You only received one set of hearing aids, not two, as previously claimed. We are very sorry for any inconvenience this has caused.

  We have gone ahead and terminated the financing contract associated with your purchase. If you were charged anything, this will be refunded to you from Allegro directly in the form of a check in the mail. If you need any further assistance or have any additional questions, please feel free to contact us directly. We are committed to resolving this matter to your satisfaction. Thank you for your patience and understanding.

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

• Initial Complaint

  Date:06/17/2024

  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.

  Left ear aide not working

  

  Business Response

  Date: 06/20/2024

  *******, 

  Thank you for taking the time to voice your concerns. We are sorry to learn that your left hearing aid stopped working. We are in the process of ordering a replacement one for you. Should you need anything else, please do not hesitate to reach out to us directly. Happy hearing! -********, Customer Success Team

• Initial Complaint

  Date:06/14/2024

  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 signed an agreement with Hear.com for hearing aids, first in Dec. '23 and returned them as having been unsatisfactory. Then, the audiologist, ****'s vendor, had me try another pair. Each set of aids came with a separate agreement and a 45 day trial period. I was very reluctant to proceed and told him my mother just died and I'd be travelling to ** to bury her and settle her estate. He said no, this will give me a good chance to try them with different people and under different circumstances. Just don't lose one. It'll cost you $400 for a replacement. I had to sign another agreement online, didn't have my glasses and he briefly summarized where I initialed. I lost one. I came back said these didn't work either and asked who to pay the $400 to and he said it's not that simple. I called the *** and they basically said I owe them half the total price ($1,775 if I don't go forth with the contract. If I do, THEN I pay $400 for a replacement. But you can't return a replacement? That's not what I understood from the beginning. Attached are various pieces of paperwork. I believe I owe them $400, which I already have paid the *** since they started debiting my acct. in Jan. before I was even through the trial period. I made four payments before placing a stopo payment having received no satisfaction from four telepnone calls and my formal complaint letter.Thank you

  

  Business Response

  Date: 06/25/2024

  Hi *******,

  Thank you for taking the time to voice your concerns. We are sorry to learn about your negative experience. Please know that you signed two different Purchase Agreements, both of which state the following: "I understand that I have a 3-year Repair Warranty and a 3-year Loss & Damage coverage on the hearing aids only. The Repair Warranty starts on the date of the delivery and expires on 12/27/2026. I acknowledge that if I use my Loss & Damage replacement, I will be responsible for a manufacturer fee of $250.00 per aid and a provider service fee of $150.00. By signing below, I acknowledge that filing for a Loss & Damage claim during any trial period will waive the remaining portion of that trial period and the replacement devices will not be able to be returned or exchanged."

  Filing a Loss and Damage claim is intended to replace the lost device, allowing you to continue using your hearing aids. While under warranty, the Loss and Damage claim essentially acts as a deductible to cover the cost of replacement. However, replacing your hearing aid is not mandatory if you intend to return the one that was not lost.
  We understand this situation is frustrating, and we apologize for any confusion. We apologize for any frustration or confusion we may have caused. Should you need additional clarification, please reach out to us directly. 

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

• Initial Complaint

  Date:05/30/2024

  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.

  On May 10, 2024 I spoke with ********************* in regards to a 45 day free trial for hearing aides. At the time I was approve for financing and ***** told me he needed my financial payment information to set up payments if I kept them. He said the first payment would happen on the 45th day if I had not returned them. $199 was taken from my account on May 10, 2024! I return the amplifiers ( not digital hearing aide quality) which they received Tuesday May 28, 2024. I am disabled, which I explained to ***** and live on SSDI ALONE. I did not realize until I receive an overdraft notice charging me $32 that they had stolen my money or the 45 Day FREE Trial is a lie. Either way this company does not have reputable actions or moral values. I have asked for my money back but if it's not received in speedy fashion I will not eat, see my doctors next week, or put gas in my car.

  

  Business Response

  Date: 06/04/2024

  *****, 

  Thank you for taking the time to voice your concerns. Please be informed that we offer a no-risk 45-day trial period; however, it is not advertised as a free trial because we require a credit card or a signed financing agreement to initiate the process. Additionally, the financing agreement you were approved for included a down payment of $199. During your call on May 9th, your consultant read a disclosure over the phone, which stated: "So, just as a heads up, some terms and conditions: the customer authorizes ******************** to charge the provided credit card with a specified down payment and allows hear.com to keep the credit card on file as a payment option for future approved purchases if the initially provided payment method is not.". 

  Please note that you were fitted with the highest-level medical grade hearing aids, representing the latest in hearing aid technology. We have processed a refund for the $199 down payment and canceled your financing agreement as of May 30th. We apologize for any confusion or frustration this may have caused. If you need further assistance, please do not hesitate to reach out to us directly.

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

• Initial Complaint

  Date:05/25/2024

  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.

  I accepted Hear.com's NO RISK OFFER . I paid their apprentice $4250 . I lost right side in 2 days . I returned left side and all packaging soon . $250+150 was my risk . $1000 has been refunded . The apprentice had my sign a credit card reciet on her lap top after expanding dialog box . ******* promised calls from the top manager have not come . Negative e-mails and a request for me to accept e-signature use have come .

  

  Business Response

  Date: 06/05/2024

  Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration you have encountered.

  The pricing you received originally was for a package price for a pair of hearing aids. When you purchase only one device the pricing is at our regular listed price. We apologize for any confusion regarding pricing differences between the purchase of two or one device. Therefore, as a one-time exception, we have granted a full refund for one device which was returned during the trial period.
  
  As of June 5th, you have been refunded a total of $2,125 for the return of one hearing aid within the trial period. Please allow 5-7 business days for your bank to show the additional credit.

  We appreciate your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.

• Initial Complaint

  Date:05/20/2024

  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.

  I bought these hearing aids last April (2023). This problem has developed only within the last two weeks. I have tried to contact Hear.com using each if the phone numbers I have for them, daily. I get answered by an automated response instructing me to hold. After about 5 minutes another message instructs me to leave my name and telephone number in a voicemail after the tone and they will call me back. They do NOT call back. I have dealt with them successfully for almost a year and have always been able to resolve my issues by calling these same numbers.

  

  Business Response

  Date: 05/30/2024

  Hi ****, 

  Thank you for taking the time to voice your concerns. We apologize for the inconvenience you faced recently. After reviewing our records, we did not receive any calls or voicemails from you, but we are glad we were able to touch base today. It appears the issue may have been related to your cell phone, but were happy that using your landline allowed you to reach us. As we discussed, I have made record that your landline is the number you prefer us to call, and I have opted you out from receiving future text messages. 

  We are thrilled to hear that your hearing aid issue is now resolved. To ensure everything continues to work smoothly, weve scheduled a follow-up appointment with your provider. I will have the needed equipment sent out to you. If you need anything else, please do not hesitate to reach out to us. Thank you for your patience and for being a valued customer.

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

  Customer Answer

  Date: 06/03/2024

   
  Better Business Bureau:
  
  

  Issue is being resolved.  You may close the matter.

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