ComplaintsforLexie Hearing

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had Lexie hearing aids for over 5 months. Here is what I have experienced. After the 45 day "Honeymoon" the marriage you thought was heaven sent went in the opposite direction. After a few months I had issues and had to return them to Lexie who immediately told that the problem was of my doing and was going to cost me $65.00 to repair. Obviously,since I was stuck, I paid it. I recently realized that the 4+ days of battery use actually turns out to be 2 days. When I asked about that, the response was that it depends on how you use them. Perhaps I should not listen so hard! One person suggested that I should use from 8-4 or 9-5. I don't expect that to go over too well at home at night, frustrating my family when I cannot hear them. Recently, the wires that connect the hearing aids to my ear canals have begun to fail. Now they ell me that the one year warranty only covers the hearing aid itself and not "accessories" like the receiver wires. New Wires are $100.00. So far, both have failed the warranty test. Although the original manufacturer was Bose, I believe the rights are now owned by a foreign company in ************. They use a ** number in ****** ********. They certainly are friendly at first, but that only lasts to day 45. If you read the BBB reports, there are numerous complaints like mine. Actually too many. During original conversations you get a lot of sales "fluff", but after the 45 day return period is over, it turns to "the company is always right" and you have to pay to keep them going. My next move its to the BBB. I doubt they can do anything but worth a try.

  

  Business response

  02/13/2023

  Good day *******, 

  
  We at Lexie Hearing are extremely appreciative of the opportunity to address your concerns, we would like to firstly apologize for any inconvenience and for any unpleasant experience you may have had with us. We understand your frustrations and take your feedback very seriously, we do not look upon your concerns lightly as they help us create a better customer experience. 

  
  In an effort to continue our relationship, we would like to extend a pair of size 3 *** wires at no charge to you. We hope this can go some distance in mending our relationship. 

  
  Here are some helpful tips to ensure that your *** wires and hearing aids are always operating at the optimum level. Lexie hearing aids are water-resistant but they are not waterproof. Any form of moisture can cause damage to the circuitry of your hearing aid, this goes for the *** wires as well.  Whenever you are not using your hearing aids, use an airtight container, and place a drying capsule and your Lexie hearing aids inside it. This is the best way to make sure your hearing aid stays dry. If your hearing aids accidentally get wet, dry them with a soft cloth. This may be when you swim, take a bath/shower, walk through the rain, or sleep. Do not use a hairdryer or a heater to dry the hearing aids, they will get damaged. Please do note that accessories are not covered by the warranty. 
  

  As an extra measure to ensure that you are always getting the best out of your hearing aids, we will be shipping you a hearing aid dryer at no cost to you with some more batteries. This is an electronic device which helps to absorb moisture from your hearing aids and *** wires to help extend the lifespan of these items. The hearing aids and *** wires can be stored in this device when not in use. 

  We once again would like to take the opportunity to thank you for your business and hope that our gesture here will continue a prosperous relationship. 
  

  The Lexie Hearing Team
  

  
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 18, 2022 I purchased Lexie B1 hearing aids directly from the company and received them 3 days later. They worked fine until 11/27/22 when the right hearing aid stopped working. On 11/28/22 I called their support line and *******************************, the customer service rep went through a troubleshooting routine and asked that I remove the receiver wire from the body of the hearing aid. She instructed that I grasp the plug and pull it from the body (I had previously watched their how-to video and it was pretty straightforward). I started pulling and noticed that the plug wasn't coming out, but rather it was separating above the plug and wires were coming out. I warned ******** that something was wrong and it was not coming out right. She told me to keep pulling, and I told her the wires would break if I did and she said to pull anyway. The wires broke and the plug was separated from the receiver and the plug remained in the body. ******** then instructed that I get on a video chat and she got he supervisor, and they both looked at it and said there was a problem with the receiver separating in the wrong place. They instructed that I return it and they would have engineering look at it and probably replace it, and that I was activating my one-year warranty. They said I had to mail back both hearing aids even though the left one was working, as they said they only replaced them as pairs. I mailed them the next day.After 2 weeks and an email and several phone calls I placed asking about the status of the return, I received an email back stating that I needed to pay $40; $10 to replace the wax guard on the left (working) hearing aid, $20 to fix the wire on the right one, and $10 postage.I called to protest, saying the left one was working and I hadn't asked them to fix it (I could buy a whole pack of 8 wax guards for $10 and fix it myself if it was a problem), and that the right one should be covered under the warranty as it was a manufacturing defect. They said their people said I must have broken it by forcing it. I explained that I was only following ********'s instructions, and warned her that something wasn't right, and she told me to continue anyway (my wife was right there and thought it funny that ******** essentially told me to break it over my protests.). I explained that even the supervisor thought there was a problem with the part. The person I was talking to said he consulted with his supervisor and they were insisting it wasn't a manufacturing defect, and I would have to pay for it. I asked him how I could possibly break it by following her instructions ( and it should be a simple operation if the part were not defective), and he had no answer.I must admit that I was not happy with their refusal to honor their warranty, and that I would call them the next day with my answer to their request for payment. After some reflection I realized they left me no real choice; I either had to pay or would be stuck with a useless $400 hearing aid. So under protest I authorized payment by email.Needless to say I believe this company is unethically not honoring their warranty, and also charging for work that was never requested. I couldn't seem to raise awareness above their customer support staff, and I I am sure that if they are an ethical honest company, their management will realize that is poor, if not unethical business practices.

  

  Business response

  12/21/2022

  Dear BBB team, 

   

  After receiving the complaint from ******************** the Lexie team immediately investigated and made contact with the customer. I believe the team addressed the issue and came up with a workable solution for him. We do hope that he is satisfied with the outcome and that his faith in Lexie Hearing is restored. 

   

  Kind regards

  Lexie Hearing team

  Customer response

  12/22/2022

   
  Better Business Bureau:
  
  Lexie Hearing contacted me as soon as they received the complaint from the BBB.  *********** went above and beyond my expectations to resolve the issue.  They sincerely apologized, offered an immediate and more than satisfactory resolution, and gave personalized advice about their product line.  Kudos to Lexie Hearing!  All companies make bad mistakes, but the really good companies recognize that and fix them....which Lexie did admirably!

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

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  they took 3 payments in one week. they said that i would be billed once a month. they told me my bank refuse payment. i talked to my bank and said that they did not refused any payments. now i got a over draft fee of 35 dollars an going up. they said they call me an left a voice me mail for me . i got got all of my voice mails and not one about payments only about how do i like my hearing aid. they could have left a massage on the app . you can not delete any massages that they send you. they are ripping people off.

  

  Business response

  11/02/2022

  Hi BBB Team,

   

  Thank you for sending over this and for allowing us to provide feedback.

   

  The situation is as follows, the customer purchased on July 25th and received 1 free month (as part of a promotion that was running at the point of purchase). His first invoice was due on August 25th which declined. The system thereafter retried again every 2nd day. The September invoice then declined as well meaning he was $98 in arrears by September 25th. Both invoices were successful on Oct 18th. His initial payment date is the 25th of every month thus the third deduction took place on Oct 25th. To note : every time payment doesn't go through customer are notified automatically via email.
  In conclusion the reason why these were three payments deducted in one month is due to the previous two months' payment being unsuccessful at the payment due dates and this was not rectified by the customer when notified initially. 
  Please find attached a screenshot of the payment record to show failed payments. 
  
  
  Kind regards
  Lexie Team 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order hearing aids everything was going good at first. I only got 1 care package the whole time I been with this company. I went with a better company. I offered to return the hearing aids but they said all payment must be paid first. Even if I return the hearing aid I would still be charged. Now I call today and got several different stories.

  

  Business response

  06/30/2022

  Dear BBB team, 

  
  I trust this email finds you well.

  
  Thank you for sending the customer complaint through to us and allowing us to respond accordingly. 
  ************** called our call center, disputing his outstanding balance, when asked if he returned his hearing aids he said that he was told he did not have to. However our Financial Manager sent him an email on April 28 advising that he is welcome to cancel his subscription however he would have to return the hearing aids and pay his outstanding balance first. This customer had numerous failed payments over an extended period of time. 

  
  I am attaching a screenshot of both the email sent by our Financial Manager as well as the failed payments screen for your reference. 

  I am unfortunately unable to open the attachments sent through with the complaint so not sure exactly which supporting documents he provided. 

  
  Kindly let us know if you have any other questions and wed be happy to assist. 

  
  Kindest regard

  Lexie Hearing Team
  

  
  

  Customer response

  07/06/2022

   
  Complaint: 17495546
  
  I am rejecting this response because:I offered to send in the hearing aides. I will not keep paying for bad customer services. As stated before I filed bankruptcy any past debt was included under law. This company will keep talking in circle. I will contact my lawyer. Even sending them back I was old I will still be charged. It dont add up. What I attached was what your lying employees said. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/13/2022

  Good day BBB team, 

  
  Thank you for the feedback provided. 

  
  Please find below an excerpt from our published terms and conditions stating the same as the email correspondence with the client relating to the return of the hearing aids and payment of subscription fees. 
  In the event of non-payment of Subscription fees we reserve the right to hand your account over to our debt collecting agents and institute legal proceedings. You will also be required to return the hearing aid devices and accessories to us in accordance with our Returns Policy.
  If you fail to return your hearing aid devices and accessories in accordance with our Returns Policy, Subscription fees will continue to be due and payable. If you fail to make payments for your Subscription and third-party collection should become necessary, you hereby agree to pay all outstanding fees and the costs of collection thereof including attorneys fees and court costs incurred as a result of your non-payment.
  If the customer could kindly please provide us with the relevant paperwork relating to his bankruptcy status we can take things further on our side. 

  
  Kindest regards
  Lexie Hearing team
  
  
  

  Customer response

  07/14/2022

   
  Complaint: 17495546
  
  I am rejecting this response because:Company keep saying different things. Company trying to force me to use there products when I no longer wanna do business with this company. Company has not met their end of the deal. One care package was received while paying for months. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have called Lexie Hearing about the return of hearing aids I had gotten and I returned them 2 months ago and they are still taking money out of my bank account. They will not listen

  

  Business response

  02/25/2022

  
  Dear BBB team, 

  
  I trust this email finds you well.

  
  Thank you for sending through the customer complaint through to us and allowing us to respond accordingly.

  The reason there are still monthly deductions from this customers account is because she only returned one of the two hearing aids sold to her. When our agent reached out to her to explain that she is required to send both hearing aids back in order for us to terminate her subscription she advised that she had lost one of the hearing aids and can therefore not send it back. In return we then advised that there is a lost hearing aid fee of $120 applicable in this case and we would cancel her subscription as soon as this is paid. Our agent has tried to make contact with this customer a few times thereafter but without any success. 

   

  I have attached screenshots of internal as well as communication with the customer regarding this matter. Should she respond to the message to approve the payment of $120 on the card we have on file we can process payment and proceed to cancel her subscription. 

   

  Please do advise should you require any further information. 

   

  Kindest regards

  Lexie team

• Initial Complaint

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Hearing Aids. Order # *** Tracking Number indicates they were delivered. They were NOT received. **************** said it is basically my problem and will not refund my money or reship the Hearing Aids.

  

  Business response

  01/26/2022

  Dear BBB team, 

  
  I trust this email finds you well.

  
  Thank you for sending the customer complaint through to us and allowing us to respond accordingly. 

  
  We immediately made contact with the relevant teams to try and resolve the issue as quickly and efficiently as possible. 
  The initial records from **** confirmed that the hearing aids have been delivered to the customer on January 15, 2022. Even though our terms and conditions state that the risk of non-delivery lies solely with the customer should they choose free **** shipping, , we reached out to **** and logged a case with them. They did manage to locate the package and resend it to ************. Our call center manager has been in contact with the customer who has now confirmed that he has received their hearing aids. 

  
  Kindly let us know if you have any other questions and wed be happy to assist. We have included a few screenshots of confirmations for your reference.

   

  Kind regards

  Lexie Team

*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. ↩