ComplaintsforLexie Hearing

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last September, 2023, I purchased a set of hearing aids. They have not worked correctly. The left one will not work at all. I have called, spoke to the Tech, called again, cleaned them, changed batteries, and done every other think including re-installing the app and the left one doesn't work. I called again. The last person I spoke with told me to contact Tech again. I told them I wanted a replacement, they said I needed the **************** I told them I would stop payment until I get a left hearing aid. Now, they want their money and for me to pay an addition $120 to get the left hearing aid. No. I have a credit score of 796. I pay my bills. I will not pay for a product that does not work and has not worked. I can only use the right hearing aid. My husband has a set. We purchased his first. He had to have them replaced because they stopped working. They give you the run around and don't have any customer service skills. I called the ****************** today (7/31/24) and tried to get help and told them I would pay the balance if I could get a new hearing aid and once again, I got no where. They don't care. This product is high priced junk. Like I said, I will pay if they send me a new set. The left one, that never and didn't work, was thrown in the trash - I was very upset with them at the time. Still, they want me to pay the balance and for a new wet. Really? Now they are turning me over to collections - I have never had that happen before. I need help with this situation - PLEASE.

  

  Business response

  08/02/2024

  Hi, ****,
  
  Thanks for writing to Lexie Hearing. We truly apologize for any inconvenience you may have experienced with your Lexie hearing aids, as we understand what value a functional hearing aid contributes to one's daily life.
  
  Our customers are our top priority, and after receiving this complaint we launched a full investigation. Attached is an e-mail (sent on February, 1st 2024) from our technical support agents that was sent to your email address (same email address as provided in the complaint) asking you to please send in your hearing aids for an evaluation to assist with any issue you may experience. During this evaluation process, if we find that there is a manufacturer's fault, we can issue you a replacement pair under our warranty policy. 
  
  Unfortunately, this email was sent in February, and we did not receive any response until a few days ago (July, 31st, 2024). We would always encourage our customers to please send their ********************** aids in for evaluation so that we can provide them with the best Lexie hearing experience.
  
  Unfortunately, because you no longer have your left hearing aid (stated that it was thrown away), we cannot access the hearing aid or do an evaluation as we need the hearing aid itself. We would also need you to pay the outstanding five months of payments before we can do an evaluation.
  
  We wish we could do more to assist you but unfortunately in this matter, we need your hearing aids, and we also require you to make the necessary payments.
  
  If you require any assistance, please do not hesitate to reach out to our customer support team.
  
  We wish you all the best in your hearing health journey!

   

  Lexie Hearing Team

  Customer response

  08/02/2024

   
  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

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Bose Lexie B2 hearing aids (otc) from Best Buy. The hearing aids worked fine using their app on my ******* Galaxy A13 cell phone until I received an email from Bose, telling me to update the app on my phone. At no time was I advised that the app would not be compatible with my phone. After the update, my hearing aids can no longer pair with my phone, which causes repeated warnings when I wear them. I have been in touch with their staff at least four times, with no resolution. Now they want me to send the hearing aids to them for evaluation. The email I received shows a list of charges for the evaluation. There is nothing wrong with the hearing aids; they worked fine until the updated app.

  

  Business response

  07/09/2024

  Dear ***,
  
  Thank you for writing to Lexie Hearing. First, we want to apologize for any inconvenience caused, as we know the value that a functional hearing aid contributes to one's life and we always want our customers to hear the life they love.
  
  After discussing this with our team, we would really love to help you by presenting you with three options:
  1. Our Lexie engineers were informed about your query and they are more than willing to be in contact with you as they would love to walk you through the hearing aid update process as that is where they believe the issue is stemming from.
  2. Secondly, we are willing to pay in full for you to send in your hearing aids for evaluation and pay any costs to solve any issue picked up during the evaluation.
  3. Thirdly, if you desire, we will refund you in full for your Lexie B2 self-fitting OTC hearing aids Powered by ****.
  
  Once again, our sincerest apologies our goal is to help you get your hearing aids functional so that you can continue to hear life, uninterrupted.
  
  Yours in healthy hearing,
  
  Lexie Hearing Team

  Customer response

  07/10/2024

   
  Complaint: 21912369
  
  I am rejecting this response because: They have not contacted me directly. Although their response makes it seem like they want to help, it is notable that they have not provided any contact information. Being a person with hearing problems, it is not helpful to expect their customers to be able to understand their offshore customer service. I need a contact number for someone in the **, who is familiar with my complaint.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/12/2024

  Hi, Joy,
  
  Thank you for your response. We sincerely desire to help you with your request and wanted to first get your permission for our Lexie engineer to call you to help you find a solution to the problem you are experiencing.
  
  We acknowledge that you need the help, and therefore our engineer will call you today, July 12, 2024, to help you with a possible fix for your hearing aids. As always, your hearing health is our top priority.

  Yours in healthy hearing,

  Lexie Hearing

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The arrangement was initially setup as a monthly payment. After agreeing to the original purchase I found out that they were charging me a large amount for an additional purchase that I was unaware of. I would like to pay the balance of my original purchase so they will stop forcing me to pay for their cleaning kit that they keep sending even after calling, emailing telling them to stop sending the additional separate product i never intended to purchase. Its a scam they sell you hearing aids at a fee thats agreeable then charge you for the cleaning kit that you are unaware of at the time of purchase.

  

  Business response

  05/22/2024

  Hi, ****,
  
  Thanks for writing to Lexie Hearing. We apologize for any misunderstanding or frustration that you may have experienced.
  
  Because you purchased your Lexie B2 self-fitting OTC hearing aids Powered by Bose on a subscription plan, you will automatically receive a free Care Kit every six months. We understand and accommodate the fact that you would like to pay the outstanding amount in full. Please see the invoice and payment link attached for you to pay the amount and settle your subscription plan.
  
  Should you require any additional information or have any questions, our support team is ready to assist. You can contact them at ************** or send an email to **********************************. 
  
  Yours in healthy hearing,
  
  Lexie Hearing

• Initial Complaint

  05/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased the Lexie hearing aids with a credit card. I did NOT agree to a monthly subscription. I have looked over, again, the purchase, and no where does it say that i was agreeing to this. Now they are attempting to card my card. I don't want the subscription and don't plan on paying for it.

  

  Business response

  05/22/2024

  Dear ****,

  Thank you for contacting Lexie Hearing. We apologize for any misunderstanding or frustration you may have encountered.

  
  Upon further review, our records indicate that you agreed to and purchased a subscription plan for your Lexie B2 self-fitting OTC hearing aids Powered by ****. To date, you have made four installments towards this subscription plan, with nine payments still outstanding. Regrettably, we are unable to provide the settlement you requested, as your agreement was to purchase the Lexie B2 self-fitting OTC hearing aids Powered by Bose through our subscription plan option (please refer to the attached information for further details).

  
  As always, our support team is available to assist you with any questions or concerns you may have.
  Yours in healthy hearing,
  Lexie Hearing

  Customer response

  05/22/2024

   
  Complaint: 21715453
  
  I am rejecting this response because:
  If I had know. There was a subscription for these hearing aids I would have never have bought them.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hearing aids are poor quality and did not work after just a few weeks. I wish to return them for a full refund.

  

  Business response

  05/06/2024

  Dear *****,
  Thank you for reaching out to Lexie Hearing. Your satisfaction is of paramount importance to us.
  We sincerely apologize for any inconvenience you may have experienced with your Lexie hearing aids. We understand the vital role that properly functioning hearing aids play in enhancing daily life.

  
  Upon reviewing your case, our customer support team has informed us that there hasn't been any reports of a defective device from your end. However, we have attempted to reach out to you multiple times over the past five days to offer assistance.

  
  Considering the challenges you've faced with your Lexie Lumen self-fitting OTC hearing aids, we are committed to ensuring you can hear the life you love. To facilitate this, we would like to send you a brand new pair. All we require is confirmation of your current address.

  
  You can provide this information by either answering a call from our support team, contacting us directly at **************, or sending an email confirmation to ********************************** at your earliest convenience.

  
  We are eager to address your concerns and assist you further. Your prompt response to our communication would be greatly appreciated.
  
  Yours in healthy hearing,
  The Lexie Hearing Team

  Customer response

  05/08/2024

   
  Complaint: 21632672
  
  I am rejecting this response because: I want a refund and to return the hearing aids. Very poor quality.
  
  Sincerely,
  
  ***********************

  

  Business response

  05/15/2024

  Good day *****, 

  Thank you for your response.

  Unfortunately, we are unable to offer a full refund as the original purchase was not made directly with Lexie Hearing.

  
  To assist you further, could you please provide us with the name of the retailer where you purchased your hearing aids, as well as the date of purchase? We will do our best to help resolve this issue.

  
  Thank you for your understanding.

  Lexie Hearing 

  Customer response

  05/15/2024

   
  Complaint: 21632672
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  I bought the *************** hearing aids on Amazon August 23, 2023. They never worked more than a few hours. Very poor quality. Want a full refund.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought hearing aids with my Credit one Card $298 Everything stop working. I paid every month$49 for 3 months they would not charge no answer to tech support. The website was down for months I finally mailed them back 2024. I want my refund of $524 their product was accepted and their ineffective service to customers.

  

  Business response

  04/30/2024

  Hi, *******,

  
  Thank you for reaching out to Lexie Hearing. Firstly we would like to apologize for any inconvenience you might have experienced with our customer support team and your ********************** aids. We understand the importance of functional hearing aids to be able to hear the life you love.

  As a token of our sincerest apologies, we have refunded you your desired settlement of $524.00 (please see the documentation attached.)

  If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to contact us. We strive to provide excellent service to all our customers, and we appreciate your patience and understanding.

  
  Yours in healthy hearing,
  Lexie Hearing Team

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to you regarding Best Buy and Lexie Hearing Aids of an ongoing dispute of four months. I have documentation all the emails, online chats, written communications, and telephone calls.I initially purchased the Lexie hearing aids from Best Buy late in November of 2023. I experienced some technical difficulties during the first part of December. I contacted the Lexie assistance line, and through a long series of conversations they were unable to resolve my issue.At that point, I requested if I could return the Lexie Lumen and upgrade to their top-quality brand, the B2. After several weeks of back-and-forth communication, I was informed that I could do that (February 2024). I waited for the return labels to be sent to me; they never came so I again called Lexie, spoke to the person who informed me he could authorize the exchange - He stated that he had made a mistake in providing me with that information. I requested to speak to a supervisor. The supervisor also informed me that there could not be an upgrade or exchange. I informed him I no longer wanted to upgrade just a refund. He suggested that I request Best Buy to issue a refund. I requested a manager's number I could call, received the information. When I called him i was advised he would call me back, never did. My local Best buy store manager, informed me that I could not do the refund as I exceeded their return policy.I sent a letter to Lexie headquarters of ******, ** and received no response. I have contacted *********************************, of *** Consumer Assistance, of *****, ** and she suggested I contact you. I am looking for assistance with either Lexie or Best Buy in order to return the hearing aids for a refund. I rarely wear them; they are not compatible to my hearing loss. I have complete documentation for the last four months of communications with Lexie. I tried for four months, in good faith to resolve this issue with them.Any assistance you can provide will be extremely welcomed.

  

  Business response

  04/04/2024

  Dear *******,
  First and foremost, I want to express our deepest apologies for the frustrating and disappointing experience you've had with Lexie Hearing. It's clear from your detailed account that this situation has been far from satisfactory, and for the distress and inconvenience this has caused you, we are truly sorry.

  Upon receiving your complaint, we immediately coordinated with our partners at Best Buy to ensure that your concerns are addressed in a manner befitting the seriousness of the situation. I'm pleased to inform you that Best Buy has agreed to credit the full amount for the Lexie hearing aids as a direct response to the troubles you've encountered. This step is taken in good faith and as a token of our commitment to ensuring our customers' satisfaction and trust.

  Once again, we sincerely apologize for any inconvenience and if you need any assistance, our team is always ready to assist. 

  Yours in healthy hearing,

  Lexie Hearing Team

  Customer response

  04/05/2024

   
  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

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just got charged $39.00 to my Discover card, for a hearing aid I do not own. I have been using Widex for over a year now. I Don't even know why you are trying to send my account to collections. I never even activated the Lexie hearing aids.

  

  Business response

  01/31/2024

  Hi *********, 
  
  Thank you for explaining your situation to us. We apologize for any inconvenience you may have experienced. Our top priority is to ensure that our customers are always satisfied. After conducting an investigation, we have found that you have an active ********* subscription since 2022 (please see subscription and billing details attached).
  
  However, there are still outstanding amounts that you owe to Lexie Hearing, as per our statements. To cancel your subscription, which we are happy to help you with, you need to first return your Lexie B2 self-fitting OTC hearing aids Powered by Bose. 
  We have not received these hearing aids back yet, according to our system. If you choose to cancel your subscription and return your hearing aids, our support agents are available to assist you every step of the way. 
  
  You can contact them at ************** or send an email to *********************************** We are committed to resolving this issue as quickly as possible and would like to work with you to achieve a satisfactory resolution. 
  
  Yours in healthy hearing, 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i ordered some Lexi hearing aids through my insurance and worked with Lexi for 3 days after I received them to make them work for me. However, we were not able to make an adjustment that would work for me. so, I asked about returning them. I received an e-mail from a lady named **************** stating their return policy. **** also told me that the return label would follow her email however it did not. it also said that there was a return shipping label in the box however there was no label. in the box but there was a packing slip that was printed on sticky paper which I believe *** have been a printing error. over the last 3 days, I have called Lexi over 9 times using the phone numbers ************ i even talked to a man with the name of ********* who said he was a supervisor at LEXI about getting a return label sent to my email so I could send them back.it is important to me to get my refund ASAP and the credit back to my insurance so I can look for a hearing aid that will work for me at this time I have not received a label and have no time frame of when a label *** be sent. I feel I am at a roadblock. so I am asking for help to resolve the problem. thank you

  

  Business response

  02/06/2024

  Dear *******,
  
  We want to apologize for any inconvenience you experienced with our customer support team while trying to return your Lexie hearing aids and receive your refund. We know that your hearing health is important to you, and we are sorry for any disruption this may have caused in your life.
  
  We have been working tirelessly with all parties involved to ensure that you receive the outcome you desire. We are happy to inform you that your insurance has been refunded in full. Please see the attached credit note for your reference.
  
  Once again, we extend our sincerest apologies, and we wish you many more years of healthy hearing!

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a pair of B2 aids about 13 months ago, plus replacement insurance. The aids are okay but the app is terrible and after one contact during which ******* was unable to connect the app to its server and tried to blame my phone, Lexie tech support has been a black hole where numerous follow-up requests for help are ignored. I bought a pair of Lexie Lumens and when the app failed to connect, the only solution was to delete my entire account and re-enter it. Whatever the problem is with the current app, the Lexie rep refused to even consider this option and said via email to contact her if her delete/reinstall option failed. It did. In fact, it failed several times, as did "registration" and "change password." That was over a week ago. Since then, numerous requests for help via ********************************** go unanswered. You need the app to adjust volume/bass/treble AND directionality. The aids are almost useless without the app yet Lexie refuses to help me get the app to work.Please note that a quick check on the Apple app store shows other users have the same "can't connect to server" problem so it isn't just me. They are advised to try "**********************************. My SEND mailbox shows numerous requests for support - all of them ignored. All I want is for Lexie to get this app connected.

  

  Business response

  01/12/2024

  Dear *****,
  
  Thank you for raising this problem to Lexie Hearing, and we want to sincerely apologize for any inconvenience that this connectivity issue *** have caused you. Your hearing health is our top priority, and we understand the importance of reliable and effective hearing solutions. We genuinely regret any disruption this *** have caused in your daily life.
  
  As for the connectivity issues, our customer support did try to help you by using the following troubleshooting steps:
  Smartphone connected to Wi-Fi:
  1.) Go to the iPhone Settings app
  2.) Tap on Wi-Fi
  3.) Tap on the (i) button of the connected Wi-Fi network
  4.) Find the option that says ******** Mode and turn it off.
  
  The smartphone is on mobile data, but mobile data has been disabled.
  If the above steps don't work, try the following:
  1.) Go to the iPhone Settings app
  2.) Tap on Mobile Service
  3.) Find the option that says *********** at the top and make sure it is turned on.
  4.) Scroll down through the list of apps and find Lexie. Make sure it is turned on.
  
  OR
  
  1.) Go to the iPhone Settings app
  2.) Tap on Mobile Service
  3.) Tap on *********** Options
  4.) Tap on Data Mode
  5.) Check that ******** Mode is not selected
  
  Having recognized the extended timeframe in reaching a resolution, we have taken the initiative to authorize a full refund for your Lexie hearing aids. This gesture is a token of our gratitude for your ongoing patience and loyalty. We understand the importance of your satisfaction and appreciate your understanding as we work diligently to address the situation.
  
  Our dedicated team of developers has been informed of this ongoing issue and they have been working endlessly to try and find a solution. One of our development team members ******************, our iOS Development Lead will be in contact with you shortly who will then personally inquire about your connectivity issues, if it has been resolved, and how they can assist you. 
  
  We deeply value you as a customer, and it is our sincere hope that this resolution serves as a suitable acknowledgment of our commitment to your satisfaction. We are continually working to improve our services, and your feedback is invaluable in guiding our efforts.
  
  Thank you for your understanding and trust in our brand. We remain committed to ensuring your experience with us is nothing short of exceptional.
  
  Yours in healthy hearing, 

*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. ↩