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:09/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My private cell number has gotten into their system by mistake in another person's account and they call me EVERY SINGLE DAY trying to get me to "reschedule my appointment". I have called and spoken to their agent 3 times and each time i have been told 'I assure you i am putting this number in our Do Not Call list" only to have them call the very next day. I would warn any and ******* about doing business with Clear Caption if this is how dogged they will be with their ACTUAL customers.

  Business Response

  Date: 09/19/2025

  Dear ******************************** style="box-sizing: inherit; color: rgb(209, 210, 211); font-family: *****-****, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(34, 37, 41);">Were sorry for the inconvenience you experienced and appreciate you bringing this to our attention. Our team investigated and can confirm your contact information has been removed from all ClearCaptions calling and outreach lists. You will not receive any further calls from us.
  Thank you for your patience, and we wish you all the best.
  Sincerely,
  The ClearCaptions Team

  Customer Answer

  Date: 09/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was able to reach a higher level and they were very helpful.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clear Captions provides special telephone equipment for the hearing impaired. I was told it was subsidized in some way. I contacted Clear Captions to move a Clear Captions phone from my mothers home to her care facility. They said they needed me to complete and notarize a form (attached below), and also include my legal durable power of attorney and two forms of personal identification. The form instructions gave a mailing address as well as an email address. Since I live locally to the mailing address (****************************************************), I completed all documentation and went to drop it off. However, Clear Captions does not exist at that address. I called their office for assistance and was told by compliance that the only way I could send my information was through a standard email address. I told them I would not send private and legal information through unsecured unencrypted means. They told me it was the only way. Can a company require me to send legal information and personal id info via standard email?

  Business Response

  Date: 09/03/2025

  Dear Ms. ******************** are writing in response to your concerns and regret the difficulty you experienced with the account transfer.
  To comply with federal *** guidelines and protect user privacy, our policy requires legal authorization (like a Power of Attorney) before we can make changes to an account.
  We respect your decision not to provide this. As requested, your mother's account has been closed and her information has been removed from all contact lists.
  Thank you for your feedback.

  
  Sincerely,
  The ClearCaptions Team

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23808366
  
  I am rejecting this response because Clear Captions did not address in their response the nature of my complaint which was not whether a POA should be required, but rather the unsecure means of transmitting POA and other forms of identification. At that time the Clear Captions team in their response only offered unsecured email. Their response was attached to my original complaint. Read it. Their reply to this BBB claim shows that they either didnt read the complaint or are throwing up a red ******* issue when in fact its simply forcing a client to send legal and private info in an unsecured (standard email) manner. Since this filing I have received another email from Clear Captions offering a physical mailing address. Funny that this happened once I filed with BBB. Shame on them for responding to the BBB complaint by throwing it back on the client and not apologizing for not offering a mailing address in the beginning.  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/11/2025

  Dear Ms. ******************** you for your feedback. We apologize for the frustration you experienced and for the miscommunication regarding document submission. The mail-in option has always been available, and we regret that this was not made clear to you. We are reviewing our internal processes to ensure our team provides accurate information.
  We also want to clarify that the address on the form is a forwarding address, not a walk-in location. We are working to make this more clear for our customers.
  Please let us know if there's anything else we can do to assist you.
  
  The ClearCaptions Team

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clear Captions is sending postal mail using my name and address when never have I requested such information. I feel my personal details are marketed and I wish these mailings to stop at my address. I want no further contact with Clear Captions ************************************************ or from any other address.

  Business Response

  Date: 07/10/2025

  Hi *****, we sincerely apologize for the unwanted mail you received from ClearCaptions and we have taken immediate action. Your name and address have been added to our permanent "Do Not Mail" list. Please be aware that it can take a few weeks for our mailing system to fully process this removal, so you may receive one more item that was already in transit.
  Thank you for bringing it to our attention. We will not contact you through mail again.
  
  Sincerely,
  The ClearCaptions Team

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clear Captions ALLOWED me to open an account for my mother to get her the captions phone. After everything was finally set up, I've had to call several times to get the phone working properly. Each time the *** has stated they need to speak with my mother since the account is in her name. Each time I tell them that I am her caregiver, her daughter, and the one who ORIGINALLY set up the account for her to get the phone. After going back and forth and being totally annoyed, they FINALLY assisted me with what is a simple issue. On today, 19 June 2025, I received a call from ******** to complete the set-up of the phone. I was in the middle of fixing lunch for my mother, so I asked him to call me back in 15 minutes. Over 45 minutes passed, and I decided to call Clear Captions to find out why the phone isn't showing the Caller ID info and other issues. I spoke with ****, who also would not help without speaking with my mother. I told him this is an ongoing issue and that I was the one who set up the account for her to get the phone. After going back and forth with him I asked to speak with *********, the supervisor who had called me after my initial complaint. ********* called. She said that I needed to complete the *** paperwork. I asked how is it that I was the one who set up the account for my mother to get the phone, and now they are asking for ***. She stated that it was rules and regs. I told her I wasn't going to bother my mother, and if the phone worked, then fine, and if it didn't, fine as well. I disconnected.I decided that I no longer wanted to be bothered with the hassle each time I called. So, I called back and spoke to ***. I requested a mailing label and box to return their equipment and discontinue the service. She wanted to speak with my mother. I told her no because my mother had just gotten out of the hospital. She refused to send the box and label just to return the equipment and be done with their foolishness. She hung up on me.

  Business Response

  Date: 07/11/2025

  Dear Ms. ******,
  Thank you for bringing this to our attention; we sincerely apologize for the inconvenience you experienced.
  The confusion arose from a misunderstanding about the type of internet connection at your mothers residence. Our service requires a stable, always-on internet connection, and most "hotspots" do not meet that requirement. We now understand your mother uses a 5G home internet service, which is compatible.
  After speaking with you, we rescheduled the installation for May 26 and are sending a replacement phone via priority overnight shipping.
  We appreciate your patience and are taking steps internally to improve how we confirm internet compatibility moving forward. Please dont hesitate to reach out if we can support you further.

  
  Sincerely,
  The ClearCaptions Team

  Business Response

  Date: 07/11/2025

  We have contacted this customer shortly after the complaint came through. We were able to speak with the daughter ****** and apologized for the inconvenience. She confirmed it is in fact a stable 5G home signal and agreed to reschedule. We were unable to source a BDM due to the reschedule date requested by the daughter, 5/26 on Memorial Day in a location that is ~1 hour outside of our nearest BDM. It is assigned to a ******* for another visit on 5/26 per the daughters request. The new phone was sent priority overnight.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was researching phones for my 89 yr old mother who has hearing issues. I came across Clear Captions and went to their website. The agent, Radlie, was very and explained how the program works. He asked if we had internet service, and I told him yes. We completed all the requirements, and the phone was ordered.The phone arrived, and the appointment for the installation was set. The tech, ****, came on 19 May 2025 to install the phone. Upon further discussion about our internet service, I told **** that we were changing from the company using the modem to a hotspot. He said he needed to check to change the work order from a landline to VOIP. However, upon speaking to the **** she stated the phone would not work with the hotspot only internet. I told her the hotspot is the internet. She said the phone needed to have a modem in order to work.The issue here is the *** stated we needed to have the internet which we have. However, there were specifics that were not discussed during the chat with the ***. *** either the *** wasn't trained to ask for this pertinent information or the *** didn't know this VERY IMPORTANT information.While I was waiting almost a week for the tech to come, I could have been researching for another company who may have been able to assist my mother.

  Business Response

  Date: 05/21/2025

  Dear Ms. **************** you for bringing this to our attention; we sincerely apologize for the inconvenience you experienced.
  The confusion arose from a misunderstanding about the type of internet connection at your mothers residence. Our service requires a stable, always-on internet connection, and most "hotspots" do not meet that requirement. We now understand your mother uses a 5G home internet service, which is compatible.
  After speaking with you, we rescheduled the installation for May 26 and are sending a replacement phone via priority overnight shipping.
  We appreciate your patience and are taking steps internally to improve how we confirm internet compatibility moving forward. Please dont hesitate to reach out if we can support you further.
  Sincerely,
  The ClearCaptions Team

  Customer Answer

  Date: 05/27/2025

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

  I spoke with ********* who dealt with the issue and did confirm that my mother's 5G hotspot is sufficient for their service. I appreciate ClearCaptions rectifying this situation in a timely manner. I am also thankful that they will be upgrading their training to make sure their Agents are prepared to ask the correct questions, so this does not happen again.
  
  Sincerely,
  
  Ms. ****** L ******