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:02/16/2023

  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.

  Purchased *** in September of 2021. During warranty period eargo replaced hearing aids 4 times. Response was swift and I felt satisfied with their service. After 4 th replacement I spoke with customer service about my concern that this may continue after warranty. Was assured it should not continue . Warranty expired in October of 2022 and now here it is February of 2023 and another failure. I have not contacted eargo as I am sure their response will be out of warranty. Businesses should not just replace products getting through the warranty knowing that they will continue to fail after warranty has expired.

  Business Response

  Date: 02/17/2023

  We are sorry that our client has experienced issues with their devices. We encourage our client to contact us directly for assistance as well as replacement or upgrade options from here. We are available 8am to 8pm Central Time, Monday - Friday, Saturdays 8am to 5 pm Central Time. You can call *************, email ********************************* or utilize the live chat function on our website at eargo.com.

  Customer Answer

  Date: 02/17/2023

   
  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:02/13/2023

  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.

  Purchased an Eargo nano H-Fi During my warranty period I had problems with both my ear pieces and charger. I and the emails regarding the charger but never got resolution on the charger. They did ok on the earpieces. Although the charger charges ok, it will not pair with my iPhone7. Please help.

  Business Response

  Date: 02/13/2023

  We are sorry that our client has experienced difficulties with their devices. One of our representatives has since been in direct contact with this client. We encourage our client to refer to the most recent message from us. Thank you!

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19397747
  
  I am rejecting this response because:
  The failure happened during the warranty period which ended 12/4/22. I complained in September and October 2022 but the problem with charger wa never resolve.

  Last email from Eargo was denying an exchange at no charge
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/17/2023

  According to our records the customer confirmed the receipt of the replacement that was requested. We consider the matter closed. 

• Initial Complaint

  Date:01/25/2023

  Type:Delivery 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.

  Eargo 6 purchased April 2020. Problems with the devices (hearing aids & charger) started in May 2022 with hearing aids & I was instructed by Eargo to send items back for replacement. in June. Problems continued with devices not charging, not keeping a charge, volume control and sync with Eargo portal again in early October 2022 lasting into December 2022. In total my Eargo devices have been sent back for replacement a total of 3 times within 6 months. The last replacement set was sent out in late October/early November. Devices would not sync with Eargo portal to allow for personal control through the Eargo app. Several calls and emails have been sent to Eargo requesting help. Last communication was in December after Eargo tech discovered a glitch in their system that was causing all the problems. Although a solution was provided, it never worked. I continued emailing but with no response from anyone at Eargo. I've spent over $2500.00 for the Eargo product but their *************** service areas are not responding back and I have devices that still don't work even after all the "fixes" Eargo has instructed me to do. Their first line of customrer service is to take the customer through the cleaning process of the devices. Daily cleaning of the devices is needed and I followed those steps after each use. It was only when it was discovered that my devices weren't "syncing up" with the Eargo portal that their tech department realized the problem was caused by them and not me. I was diagnosed with bladder cancer in May 2022 and was struggling with treatments through the first part of November. I have not contacted Eargo immediately every time there was a problem because of those treatments. But I do expect replies to be made when a customer contacts them regarding malfunctioning equipment that has already been paid for.

  Business Response

  Date: 01/27/2023

  We are sorry about the difficulties that our client has experienced with their Eargo
  devices. We are happy to continue honoring our client's warranty as well as provide quick and efficient support as needed. We encourage our
  client to contact our support team at their convenience for assistance from here. Our *********** team is available 8am to 8pm Central Time, Monday - Friday, Saturdays 8am to 5 pm Central Time. You can contact them by calling *************, emailing ********************************* or using the live chat function on our website at eargo.com.

• Initial Complaint

  Date:01/05/2023

  Type:Billing 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.

  This company is impossible to get through to and when I do, nothing gets resolved. I called to tell them there was a significantly lower price on ******. They said they do not price match but they would cancel the order because it hadn't shipped. Shortly afterwards, I noticed a $2550 ****** on my credit card. I called again and they said it was already shipped, but they could price match the ****** price. The full charge remained on my card. I received the hearing aids a couple of days ago. I want to return them so I called them and e-mailed. Finally got through on phone and they said they would send me an e-mail with return instructions. I never received it. The full charge remains on my card and I still have no info on how to return them.

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2023/01/06) */ We are very sorry to hear of our client's negative experience with Eargo. At this time, we see that our client's complaint has been resolved as they have received all return information needed to proceed with that process. Should our client need anything else, we encourage them to contact our Client Care team directly. Our Client Care team is available 8am to 8pm Central Time, Monday - Friday, Saturdays 8am to 5 pm Central Time. You can contact them by calling (XXX)XXX-XXXX, emailing ****************** or using the live chat function on our website ************* Consumer Response /* (2000, 7, 2023/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am glad It is resolved, but I do wish it could have been easily resolved without having to contact ***. I hope this business gets it together. The product is good but customer service has been an awful experience.

• Initial Complaint

  Date:12/06/2022

  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 have had a few generations of Eargo Recently they have stopped holding any significant battery charge. One of the earbuds was replaced two months ago and I was very excited to see the level of service. However now that both have failed I am finding out that not only the old earbud but also the recently replaced are not under warranty. To me it seems that Eargo skirted the real problem and provide a perceived resolution which failed with the whole system after the warranty was expired. Great product when working but watch your warranty timing and be on top of issues ASAP

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/12/06) */ We sincerely appreciate our client's business and would be happy to assist them further. A member of our support team should be contacting our client directly in attempt to improve their recent experience from here. Should our client need to contact our Client Care team at their convenience instead, we can be reached by calling (XXX)XXX-XXXX, emailing ****************** or by using the live chat function on our website at ********** We are available 8am to 8pm Central Time, Monday - Friday, Saturdays 8am to 5 pm Central Time.

• Initial Complaint

  Date:11/12/2022

  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 27, 2022 was using my Eargo 5's as I have done in the past. When I went to removed the on from my right year the cord to pull the device out failed and the hearing aid became lodged in my ear. As a result, I ended up having to go to the emergency room at 11pm and they were eventually able to removed it. Needless to say I was in a ridiculous amount of pain as the doctor picked and prodded to try and get the device out. I contacted Eargo on 5/31/22 and explained the situation. initially they were indifferent. After a game of phone tag I finally was able to get a hold of someone and a case was opened up. They indicated they would reimburse my medical bills and if I returned the device, the cost of them as well. I did return the devices and received a refund however the initial person I was dealing with as well as two others refuse to respond to me or reimburse my medical bills. I have also asked at least 5 times for the name of their product liability insurance carrier so I can file a claim with the company directly, and Eargo has refused to provide me this information. I have attached phots of the defective device.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/17) */ We are sorry for our client's frustration regarding their refund. We will be communicating with our client directly from here, and we encourage our client to respond to the latest email from us if additional questions or concerns come up.

• Initial Complaint

  Date:11/04/2022

  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.

  After paying over *** for product had 9 replacements under 2 yr. warranty. Now want **** for each replacement. If they were good product they shouldn't have to be replaced every 3 months. Very ************ with verdict of not extending the warranty. They now blame me for not cleaning the product to specs, which I do every morning before use. On a scale of 1 to 10 for quality control, I rate Eargo at minus 5. Would not recommend them to my worst enemy and now I find out about their $$$$ fraud settlement...... no wonder they won't do the right thing and extend my ********

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/04) */ We are very sorry for our client's disappointment, but we have since been in direct contact with our client. Should additional assistance be needed with anything from here, we suggest our client reach out to our support team at their convenience. Our Client Care team is available 8am to 8pm Central Time, Monday - Friday, Saturdays 8am to 5 pm Central Time. You can contact them by calling (XXX)XXX-XXXX, emailing ****************** or using the live chat function on our website at **********

• Initial Complaint

  Date:11/01/2022

  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 the Eargo 5 on 9/8/21. On 4/20/22 the left ear *** stopped working. They sent a replacement, and all was well until 10/8/22 when the right *** would not hold a charge. They replaced the charging until and it worked until 10/13/22. At this point they replaced the entire set (new charger, and both ear buds) Again it worked until 10/17/22 (no lights on charging light bar.) I spoke with tech support (very friendly woman named *****) I asked if the product they sent was new or refurbished. She assured me that it was a new set but then told me that they probably required cleaning to charge properly. If they are brand new why would any cleaning be required? I followed the cleaning recommendation she had and still no light bar. On 10/26/22 they sent me another charger. The light bars came on after a 4-hour charge and the system worked fine all day 10/31/22. The light bar showed 3 dots on each side and charging when I went to bed. Woke up on 11/1/22 after leaving the charger plugged in all night and the ear buds in the charger. No light bar and buds not working again. I don't know if this is a software issue or what the problem is, but this is ridicules that after paying nearly ******** that I should have to deal with this on an almost daily basis. PLEASE HELP!

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/11/01) */ We sincerely apologize for the issues that our client has experienced with his devices. We are sending our client a replacement charging accessory that **** hopefully resolve the problem occurring. If additional assistance is needed, we encourage our client to contact us directly at his convenience. Our Client Care team is available 8am to 8pm Central Time, Monday - Friday, Saturdays 8am to 5 pm Central Time. You can contact them by calling (XXX)XXX-XXXX, emailing ****************** or using the live chat function on our website at eargo.com.

• Initial Complaint

  Date:10/10/2022

  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.

  The ***** *** **** were obtained via ******* ***** insurance as a ******* ******* at no cost to me in September of 2021 with one year ********* I complained that they were not ********** and that the end cap over the ********** had come loose in cleaning. I noted that the newer model has a different design and that would be due to the old design not being ************* They said it would cost me **** each to replace them under warranty. I said why would I want to replace with the same defective design. The response was I could get a **** ************ on the new design and the cost would be ****** I will do whatever it takes to get this company removed as an approved provider for ******* ***** ********* Note: the instruction book states there are 4 levels of sound and these only have 3 levels, so I assume they were defective to begin with and they shipped an inferior product.

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/24) */ We are very sorry for our client's disappointment regarding our policies. We are happy to confirm that we have since been in direct contact with our client and are providing the proper support to improve their Eargo experience from here.

• Initial Complaint

  Date:08/30/2022

  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.

  We purchased hearing aid from Eargo nearly two years now. It has never worked as Eargo had promised. We called Eargo several times and each time they told us to clean it or change parts. It worked a few days then quit. The major issue is the volume. It can not be adjusted. Change from program one to program 4 remains the same volume !!Another issue is that Eargo Charged $2500 for a set of Hearing Aid which Provides only one function: volume. They are not worth $2500 which we paid for. It is a scam. We want our money back.

  Business Response

  Date: 08/30/2022

  We are very sorry to hear that our client is not satisfied with their Eargo devices. While our client is too far outside of their trial period to return for a refund, we are happy to honor the remainder of their warranty period. A member of our support team will be contacting our client directly from here to provide assistance, and we encourage them to feel free in contacting us as needed as well. Our *********** team can be reached by calling *************, emailing ********************************* or using the live chat function on our website at eargo.com.

  Customer Answer

  Date: 08/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is no difference between how they respond before and now. Nothing ever happened. Seeing is believing!
  
  Current set of hearing aid is junk! Can't even set the volume!

  Customer Answer

  Date: 08/31/2022

  Eargo Follow-up
  *************************** <********************************>
  Hello **,
  
  Thank you for you reaching out to us!
  
  We'd love to issue you a replacement however, in order to get this device ordered for you, we just need to know which device is the one we'd like to have replaced for you.
  
  Please reach back out so that we can have this replacement ordered for you.
  
  If you have any questions, please feel free to give us a call at ************ and we will be happy to assist you. We are available Monday-Friday 8am-8pm CST.
  
  Thank you for choosing Eargo, and I hope you have a wonderful day!
  
  Best,
  
  ***************************
  Client Care Coordinato
  Q
  
  questions:
  
  1. Where do we reach out to with model info?
  2. What kind of replacement you intended to replace our current set. We do NOT want the same model to replace the current set!
  #.Current model set DO NOT WORTH $2500!!
  
  3.

  Business Response

  Date: 03/20/2023

  We are very sorry to hear of our clients dissatisfaction in their Eargo experience. While we cannot offer the option to return for a refund, as this client is 2 years outside of their 45-day trial period, we are still happy to provide assistance! We encourage our client to contact our support team at their convenience. Our *********** team is available 8am to 8pm Central Time, Monday - Friday, Saturdays 8am to 5 pm Central Time. You can contact them by calling *************, emailing ********************************* or using the live chat function on our website at eargo.com.