Complaints
This profile includes complaints for TruHearing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 30 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/15/2024
Type: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.
Adjustments needed.Wire length short- Receiver Cable, need Longer!!Signia app on Ranis Phone Not Paired Cleaning older HA HOW TO CLEAN NEW HA?Too much Sharpness on old HA?How to adjust Controls without the App ?How to pair with Or without the App ?We arrived in LA on 12/13/23 to escape ******* Winter and be with my Grand Kids, so we ordered Signia charge&Go TH 6 Premium *********** from True Hearing which they told us was latest and best model, on 12/15, which we received after 12 days on 12/27/23.I could not even wear it starting the next day because the Receiver Cable was too short for my ears, so it was pulling off my ear and dropping out of ears!Besides, I needed a custom mold, which I went in for appointment on 1/22/24. In that process of measuring the size of custom mold, they pushed the wax in my ears way inside, so much so that it blocked my ear canal, hence I couldnt hear anything at all. I never deaf for a day. Hence, next day, I had to go to ************************** they charged me costed $237 to get the wax removed!By the way, the Emergency Hospitals were very busy, I would have had to wait for over two days in the hospital to get the wax removed! I would have remained deaf for long time.I cant believe that I still am not wearing my new Hearing Aid since over six weeks ago, still waiting for custom molds?I sincerely need your help and consideration as to what can you do for me??Best,*********************** Ps:The Invoice should be written the way I hand wrote, starting with Retail Price (see attachment), not the way it was given to me??************************ Cell Call: ************ HearUSA Downy CA **************** *****************************************************************************
Business Response
Date: 02/20/2024
When members receive hearing aids from TruHearing, the aids come with many different inclusions. One of these inclusions is a year of follow up appointments. These appointments may be used to assist with general adjustments, training, and assisting with general hearing aid knowledge. If a member is having issues with any of the previously mentioned topics, or others, TruHearing typically recommends reaching out to the fitting provider for assistance.
When ear molds are ordered, TruHearing assists in setting contractual limits to pricing for the different types of molds. These molds are ordered through the individual providers that members are seen by. These ear molds are ordered through the provider accounts with local labs or the manufacturers. To obtain information regarding the status of the ear mold order, members would need to contact the provider that the ear molds were ordered through.
If a member is dissatisfied with a current TruHearing provider, the member may contact TruHearing to file a complaint and look for a new provider to assist a member. For members to gain assistance with finding additional provider options, members may call TruHearing at **************.
Initial Complaint
Date:02/07/2024
Type: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.
In October of 2023, I ordered a pair of hearing aids and paid $1,398.00 insurance co-pay through an office TruHearing referred me to. After a long waiting period, I received a pair of hearing aids that was not what was ordered. Obviously they were returned. They refunded my money and asked to place a new order. In December 23, we reordered the pair and I paid $1,398.00. In January **** I received another pair that did not sit in my ear properly and they kept falling out especially every time I tried to eat food. In fact, I lost one of them for three hours which I found later in my car. Obviously these units were also returned and again they refunded the co-pay. TruHearing changed the office I was referred to and yesterday when I tried to order for the third time in the new office, I was told that co-pay had been increased by $400 and I had to pay $1,798.00. Of course I did not place the order and called TruHearing. They told me that I have to pay the extra $400 since the co-pay for *********************************************************** 2023 with a lower co-pay, I would have to pay for their mistakes that the hearing aids were returned in 2023. They refuse to honor original date of my order. They made mistakes. In fact they are penalizing me for their mistakes on the same order. From the units they have sent me twice so far, I don't even think that they should be selling hearing aids .Business Response
Date: 02/09/2024
TruHearing has reached out for a resolution with the member to assist with the needs. TruHearing has offered to match the previous year's copays.Customer Answer
Date: 02/09/2024
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.
Sincerely,
***************************Initial Complaint
Date:08/17/2023
Type: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 July 24, 2023 I met with a hearing specialist, ****************, to purchase hearing aides. He said my insurance didn't cover hearing aides and I'd have to pay in full. I was surprised, because the company verified my coverage (I have a primary and secondary insurance coverage) when I made the appointment. However, I paid $3,490 with my credit card.The next day, I called both insurance companies. Primary = $1,600, secondary = $3000 coverage. My ***************** called TruHearing in an effort to resolve the issue/confirm I had hearing aide coverage.On July 26, 2023 I spoke with *********************** from TruHearing, who verified my appointment was serviced by Your Hearing Solution. ***** said there was confusion about who the primary/secondary insurance was. I clarified & communicated how the charges are processed: Charge Primary for full amount. They'll pay $1,600 and provide an EOB (explanation of benefits). Send the balance and EOB to ******************* and they'll pay it. 7/27/23 ***** said the Secondary was verified. 8/10/23 ***** said "Your primary ins is applied to the order, after they get your secondary ins benefits applied your hearing aids should be fully covered and you will receive a full refund...but the refund has been processed."8/11/23 ***** reported the insurance **** said I'm responsible for the balance left after the Primary amount, until Secondary pays, then they'll process credit for secondary. 8/17/23 I contacted my credit card company, they haven't received a full credit, as I was told on 8/10/23 nor have they received a partial credit of $1,600 (Primary amount). TruHearing verified my insurance coverage when I made the appointment. Why was I told I had no coverage and to pay in full? Equally concerning, it sounds like they have little knowledge dealing with a secondary insurance company and if I hadn't pursued it, would have left the full charge on my credit card. It's bee a frustrating experience.Business Response
Date: 08/18/2023
TruHearing is making an effort to reach out to the individual to assist in the shared concerns. TruHearing is awaiting a call back.Initial Complaint
Date:03/28/2023
Type: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 purchased a set of Signia hearing aids through my audiologist and ******** in Oct. 2020, TruHearing is the sole provider. My out of pocket cost was over $2000.00. Within a few weeks started having trouble, sound quality bad, right side volume fades in and out, etc. Dr. tried adjustments, more programing, volume adjustments etc. After a few days/weeks they were back the same as before. In May 2021 sent right side aid back for repair. A few weeks after that right side started shutting off and on. Dr. again tried new parts, programs, etc. , over and over again, soon after right side aid volume faded down and finally quit. Sent back for repair 2nd time. After that, same thing all over again, As of March 2023 I have been to Dr. over a dozen times for adjustments, also as of March 2023 right side aid has been sent back 4 times, the pair once, for a total of 5 TIMES!! May2021 Feb.2022 Aug. 2022 Nov. 2022 Mar.2023..To say the least My Dr. and I are very frustrated. We have both called TruHearing and got nowhere. They keep saying send it back. Looks like their waiting for warranty to expire (3 years). These things have been nothing but trouble. By the way Dr. gave me a loaner pair to use (diff. brand) while waiting for the pair repair to return, (Nov.2022), did not know what I was missing. The loaners worked muchmuchmuch better in every respect.Just got a call a few moments ago, right side aid is back from 5th repair, I will pick it up tomorrow, wonder how long it will last this time ? I think I have been more than patient with this mess.Thank You.Business Response
Date: 03/31/2023
Better Business Bureau:
TruHearing has contacted the member to discuss options to resolve the members hearing aid issues. Will continue to work with the member to find a solution.
Thanks,
*************************
Grievance Coordinator
TruHearing, Inc.Customer Answer
Date: 04/06/2023
Complaint: 19862331
I am rejecting this response because:Will not accept response until a solution is found and agreed to. Thanks.
Sincerely,
*******************************Business Response
Date: 04/12/2023
TruHearing has been in contact with the member and supplied a few solutions for the member.
*************************
TruHearing
GrievanceCoordinator
Customer Answer
Date: 04/16/2023
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:12/05/2022
Type: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 pair of hearing aids from Tru Hearing and I have had several issues with them. The volume quite working, charges would not charge, one totally stopped working, then the other one stopped. I was told each time to come over and they would send them off to be fixed. They still kept messing up. The last time I sent them back supposedly they sent me a brand new set but I am already having issues again. I called them today and told them I was having issues with them changing and was told to just wear them while they work. I feel like I have given them enough chances to resolve this issue. I have been told that I can not get a return on these and I feel like I should be able too after all these problems and they still do not work correctly and I have had to go all this time and can not hear.Business Response
Date: 12/12/2022
Better Business Bureau:
TruHearing will be contacting the member to discuss options to utilize the warranty for the hearing aids to resolve the members hearing aid issues. TruHearing will work with the provider, manufacturer and member to find a solution for the member.
Thanks,
*************************
Grievance Coordinator
TruHearing, Inc.Customer Answer
Date: 12/12/2022
Complaint: 18528963
I am rejecting this response because: *********** just wanted to send the hearing aids back again which will be the third time and I would like to just get a refund at this point. This has been going on long enough. When I told the company about my charger this last time I was told to just wear them when they will work. This is not acceptable.
Sincerely,
***********************Business Response
Date: 12/15/2022
Better Business Bureau:
TruHearing is currently working with the manufacturer to know possible options for the member.
Thanks,
*************************
Grievance Coordinator
TruHearing, Inc.Customer Answer
Date: 12/15/2022
Complaint: 18528963
I am rejecting this response because: I feel that after all the issues we have had that it is time to get a full refund for these hearing aids. All of the trouble I have had is not acceptable and I have had to go through all this and still do not have dependable hearing aids.
Sincerely,
***********************Business Response
Date: 12/21/2022
Better Business Bureau:
TruHearing has contacted the member to discuss TruHearing's hopeful resolution.
**************
Grievance Coordinator
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.