ComplaintsforEargo, Inc.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just bought these hearing aids July 2023 now the left hearing aid is not working and when I called today and talked to a lady she said she was going to send me some putty I couldnt believe my ears she says to put the hearing aids in the putty 3 or 4 times squishing the putty around the hearing aids I have never heard such a thing I know Eargo should be ashamed of theirselves charging me $2,500.00 and Im on a fixed income telling me to stick these expensive hearing aids in putty wow no I want to cancel hhis autopay every month anyone know the best way to do this ?

  Business response

  11/15/2023

  We reached out to the customer directly to provide assistance and the customer is satisfied with the outcome. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased eargo 7s and was told if I lost one and specifically if they got ate by the dog. Evidently a common problem. They would replace them for just the price of shipping. Well that happened and now they want ****** to replace them. Plus they never worked that good I'm not going to do that.

  Business response

  11/15/2023

  We reached out to this customer directly, but was not able to connect. We will await a response from the customer to move forward. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Eargo 7 product and it just didn't work out for me.My issue came when I tried to start the return process. I called the company on 09/15/23 to find out how to return the product within the 45 day time frame. I was given a case number on 09/15/23 and told someone would reach out to me within 2 business days to explain the return process.I didn't hear back from anyone and placed a follow up call on 09/22/23 and was told that someone attempted to call me however they didn't leave a message. The representative told me that a return label was emailed and I needed to print it out, I told them I didn't receive it. I asked for a call back from the return team I had some questions. I received a call back from **** a supervisor and I told her I had concerns over the return process. She was very unfriendly and demanded, they did everything right on their end. My issue is once the return shipping label is sent you only have ********************************* your return is void and you must pay for the product.The supervisor told me it is my responsibility to monitor my email and check in junk folders for communications. NO ONE told me an email was sent , I was supposed to receive a call.I feel it is unfair and deceptive to not communicate with a customer and instead send a time sensitive email you didn't know was coming and never saw.I tried to explain this to the supervisor, but they kept insisting they did everything right and I should have known an email was sent and it is my responsibility to check junk mail. It is hard to search for an email you didn't even know was coming.I would like to know why the company commits to calling you back to discuss the return process however they don't call or leave a message.I would also like to know why the company sends an email versus talking to customers about returns as they committed to do.

  Business response

  10/02/2023

  We've been in contact with the customer and provided additional information. Customer is satisfied!

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 26,2023 I purchased a pair of eargos hearing aids at ****** ********* at ******, **** store. phone # ************ , ************** was the sales manager. I paid ******** plus taxes. I went back home and the next day or so,I finally had time to sit down and read the directions.When I opened the package, there were no hearing aides inside. I went back to the store and told them that the package did not have the hearing aides inside. They said I would have to get ahold of Eargos. So I called ************,I talked to a client care supervisor *************************************, she said the person I needed to talk to was busy and she gave me his Gmail address *****.*******@eargo.com.i sent him the email telling him what happened. My impression when I talked to ******* was he(*****.*******) was going to send the hearing aids to me.He had me take pictures of what I received inside and emailed them to him.Days go bye, so I called again to Eargos (*******) and she said that he (*****) was still working on the order. Ok, so back and forth it goes, then they tell me it was ****** responsibility to take care of the problem. So I go back to victra (*****) And she told me that Eargos was responsible for the mistake. Anyways I have been going back and forth trying to get this resolved! It is now September 5,2023 I have NO hearing aides and I'm out of ********!I am so frustrated with all of this. I hope you can help me resolve this issue and the way I feel about it now , I want my money back, I do not trust Eargos hearing aids since they have not been able to help me! I'm 68 years old and I am disappointed that this has happened!Please look into this matter for me! The case number for my complaint with Eargo is #********. Thank you.

  Business response

  09/08/2023

  We are working with the retailer the customer purchased from to provide any details to assist them in handling this issue. The retailer will follow up with the customer directly.

  Customer response

  09/18/2023

   
  Complaint: 20556709
  
  I am rejecting this response because:
  I have not heard anything from them at all . I went to Victra store where I received Eargo and they have not received any calls from them 
  
  *******************************

  Business response

  09/28/2023

  We are working with the retailer the customer purchased from to look into this matter further. The retailer will be following up with the customer directly.  

  Customer response

  10/03/2023

   
  Complaint: 20556709
  
  I am rejecting this response because:Eargo has not sent me any information other than the are working on the complaint.I believe I have given them more than enough time to solve this (3 months +) I will not be satisfied with anything they come up with I want  a FULL refund! I do not want to do business with Eargo at all!! Very  dissatisfied 
  
  Sincerely,

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

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Repeated problems with volume adjustments. Either TOO LOUD or very faint. I followed the guidelines on Eargo website and got more frustrated.Opened the case this morning and the right ear unit was in pieces???I did nothing to cause this happening.I am returning unit and all pieces Return Receipt mail today.I AM 100% DISSASATISFIED. 100% UPSET WITH EARGO. 100% FRUSTRATED.DO NOT CHARGE ME FOR THIS HORRIBLE EXPERIENCE.EARGO BAD!!!

  Business response

  08/21/2023

  We will be reaching out directly to the customer today for further information and to move forward with the request. 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased Eargo for my grandma. During the purchase/sales process they were not transparent whatsoever about how difficult it is to use their products and the steps you would have to take to resolve issues that arise. My grandmas first pair stopped working just a few months after our purchase. We spoke with eargo, did trouble shooting with them and they determined they would need to send us a new pair. They sent out a new pair and we got them set up in March when they were received and we sent back old pair. Here again just after a few months they stopped working and will not connect to her app on her phone. I called eargo extremely upset that here we are again when these are VERY expensive. The nice customer service agent helped me do trouble shooting and we were unable to correct it. My grandma is alone as our entire family has relocated and she not only is terrified because she cant hear but she is elderly and not capable of doing zoom calls/ phone troubleshooting! After speaking to multiple staff members their only resolution was phone troubleshooting and/or sending us a new pair again! After 2 faulty products they should be giving us a refund for time ,stress and my grandmothers safety of being alone and not able to hear. They should be held accountable for taking advantage of elderly people with their fault advertising during sales calls and their faulty product.

  Business response

  08/04/2023

  We have reached out to the customer's granddaughter directly to address this complaint. 

  Customer response

  08/04/2023

   
  Complaint: 20374054
  
  I am rejecting this response because:

  The only communication we had was before this complaint which specifically explains what happened. No one has reached out to me since.

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

  Business response

  08/07/2023

  We have communicated directly with the customer and her son. A resolution was reached during this conversation. 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I appreciate a hustle. But I dont like to be conned. I bought an ********************** in March. I had a problem with the volume, although the salesperson assured me that based on my audiogram this would work. I told the service person I wanted to return this or get help. I was switched to ****, the lead customer rep who is responsible for reducing the 34% return rate. Still not that good. Upon complaints, sent a SECOND unit. 45 day return has not yet expired. Works okay not great. Day 60 call and complain about volume- another customer helper says h*** send a software upgrade. Doesnt work, deal with another very confused customer rep, we go back and forthshe makes some additional resets and now the units again dont work. Not only am I spending hours in this, but I am without my hearing aid that I paid 2k for. My hearing specialist is *******, seems quite knowledgeable and keeps an eye on the progress. NOW they send the THIRD unit. Some confusion on getting this connected, but finally happens. Were at this week probably about day 120 and get an email notification to upgrade my software. Customer newsletter says this will be done July 27. Unsure why they sent it now. Follow instructions. App says Im at 3.1 ( current version) and now the earphones dont work AGAIN!! Get shuffled around by some clueless help saying they sending messages to app dev and software support. Meanwhile NOTHING and NO HEARING AIDS. Also multiple contacts to **** and ******* are ******** ******* just fired 1/3 of their workers as reported in the press. As well as the president. ********************** does a great job on reputation management and having influencers promote their product. They really took advantage of me. I was shocked to see the similar complaints at BBB. I want a refund. Or at least the hearing aids I paid for.

  Business response

  08/04/2023

  We have communicated with the customer directly and reached a resolution. 

  Customer response

  08/07/2023

   
  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

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After an unsatisfactory trial of eargos, of which they were repeatedly informed, I tried to return them. I was aware of the time limit but I was out of the country. I told them as soon as I got back. Again I told them. I was very disappointed with the whole experience but only wanted to return the units and get my money back. I had to travel to ********** to get a unit they erroneously sent there. Then, one day its a go and the next they refused. They knew I had every intention of returning them.

  Business response

  07/06/2023

  We are very sorry to hear that our client would like to return their Eargo devices. This request to return for a refund was denied for two reasons that can be backed up by the warranty information available on our website. We are happy to honor our client's warranty period, but we are unable to allow a return for a refund at this point.

  Customer response

  07/10/2023

   
  Complaint: 20282488
  
  I am rejecting this response because:
  
  there were extenuating circumstances of which the company was well aware throughout the trial period. 
  

  I have been a loyal customer having purchased both units 5 and 6. 
  

  the replacement unit purchased for $395 should be immediately returnable as it was not part of the original purchase. 
  

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

  Business response

  07/10/2023

  We regret that our client is not satisfied, however, we will not be updating our original response.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally purchased my Eargo NEO HiFi Hearing Aids in 2021, so I have only been using them for about 2 years. In that two year time, I have had to return them 4 times for problems with them and they were replaced under warranty. However, now they have gone out again after just 4 months since the last replacement pair was sent to me and my warranty is no longer in effect. They refuse to replace this pair, which completely failed and has no sound. I believe that they should back their product and replace these with a new pair at no charge, since it seems like they sent me a refurbished pair or something, since they only lasted for four months. I tried to ask their customer support to do this and they just said they could offer me a $100 discount on another pair, which a almost $2000 is really more a slap in the face. I would at the very least like to see something posted that warns people about this companies practice of not "really" backing their product. I don't think it is too much to ask them to exchange these or if they are going to give me a discount on their newest model, than make it a worth while discount and not just $100.

  Business response

  05/02/2023

  We are very sorry to hear of our client's disappointment regarding the cost of replacement Eargo devices. Should our client decide to accept our offered discount, we encourage them to contact our support team at their convenience

  Customer response

  05/02/2023

   
  Complaint: 19996379
  
  I am rejecting this response because:

  This is there canned response and they are only offering a $100 credit for $2000 hearing aids, when they did not send me a new pair when I asked for them during the warranty period, but rather just sent a refurbished pair. I believe this to be the case because they only lasted for 3 1/2 months and then died again even though they were meticulously taken care per their instructions. I am only asking that they replace them with a new identical pair.
  
  Sincerely,
  
  *******************************

  Business response

  10/18/2023

  We are able to assist the customer within the guidelines of our warranty. Full details can be found on our website, *********************************************. We would be happy to still honor the offer presented to the customer. Please give us a call at your earliest convenience. We can be reached at ************ Monday-Friday 8am-8pm CST, Saturdays 8am-5pm CST.

  
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a replacement left side hearing aid for over ****** and when I got it, I tried to put it in the charger and it would not fit. I had order a model different from my charger model by mistake. Even though I never used the hearing aid, as I could see it was wrong when I tried to charge it, Eargo refused to let me return it. I could not use it and I've been stuck with it. I have purchased 3 models from them, my first model's aids don't work anymore, the second set was stolen from my car, the third set is the one they will not let me return and so I only have 1 hearing aid and it seems to not work that well. I cannot afford to buy another aid and they have refused on several calls to let me return the un-used aid that was mis-matched to the wrong model. I never used the aid as soon as I tried to charge, and it did not fit the charger, I called to try to return it for the correct model.

  Business response

  04/13/2023

  We are very sorry to hear about this issue that our client has experienced. We have since contacted our client directly to address their concerns and offer assistance. We encourage our client to give us a response at their earliest convenience to resolve this.

*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. ↩