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:01/28/2025

  Type:Product 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.

  On May 13, 2024 I purchased hearing aids from Jabra Enhance for $1,600.28 and in November 2024 they quit working. I had these hearing aids for 6 months, I contacted Jabra and they sent me a pair of REFURBISHED hearing aids and now in January of 2025 those quite working, again I contacted Jabra only this time they keep giving me the run around, I requested a replacement pair on the 20 of January and I receive generic emails stating it will take 5 days to get back to me and when they do get back to me it's another generic email. I have called several times and received the same run around. $1,600.00 is a lot of money, I am retired on social security and to make a purchase for a necessity only to get an inferior product is disheartening to say the least. Now I'm out $1600.00 and I no longer have hearing aids.

  

  Business Response

  Date: 01/30/2025

  Thank you for sharing your experience with us. We take your feedback seriously and value the opportunity to hear about your concerns. Well be reaching out to you directly to provide assistance and work toward a resolution. We appreciate your understanding as we address this matter.

  Customer Answer

  Date: 01/30/2025

   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.

• Initial Complaint

  Date:12/09/2024

  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.

  Several months ago, I had a zoom appointment with an audiology person at Jabra Enhance and this person made **************************** by providing me with a new audio-profile. I asked then explicitly if I could easily go back to the previous profile if needed and I was told it would be easy. At some point, I tried to do it in the following ways:1- In the Jabra Enhance app one can ask for an adjustment, but there is no option for going back to the previous profile 2- In the app, there is the possibility to send a mail, which I did. I got no acknowledgement and no response 3- I went to the Jabra Enhance support phone line. I waited on line for around one hour "because "this was a particularly heavily loaded time-frame for phone support". Then I was automatically put on a message where I could ask to get a call back!" 4- I did the same phone call four times and wasted hours!!! Every time I was told that my turn would come and after almost one hour my call was dropped 5- I finally made an appointment on line for a audiology person and I will have to wait several weeks down the line for getting support!!!All of that for "a simple request" as the previous audiology expert said. I find it unacceptable not to be able to talk to a support person and I want a knowledgeable person to contact me. Since I am traveling and I may not always be reachable, I expect the person to leave me a message and a phone number so that I can connect ******** is unacceptable to go through this ordeal in order to get a simple support action: If I am not contacted, I will seek professional advice.

  

  Business Response

  Date: 12/20/2024

  Hello,

  Thank you for reaching out to us! We appreciate your feedback regarding your recent experience with us and we want to to assist you as best as we can. We are currently experiencing longer wait times due to our demand. Our records show you were able to connect with a member of our support team and and the previous settings you requested have been sent. If you have any further questions, please feel free to send an email to ********************************** and we will be more than happy to assist you. 

  Customer Answer

  Date: 12/22/2024

   I am rejecting this response because:
  Yes, the complaint succeeded in getting some movement by providing the former profile; but I went through weeks of frustration:

  1- It took a ping-pong with "support" people until the request was clearly handled with several days between question and answer. Namely, I waited for weeks in order to satisfy a simple request

  2- My purpose was to compare two settings and I have no guarantee that I will not go through the same h*** if I choose to return to the current setting

  3- *********** has not implemented one of a few choices which would put customers at ease. Since I have decades of experience in customer support, I am taking the liberty to propose alternatives that would significantly cut the customers insecurity:

  a- Assign customers to audiologists so that customer requests would go directly to that audiologist: one request would lead to one answer instead of the current ping-pong multiplied by the lack of support staff
  

  b- Add the request for swapping the settings to the Enhance app (It's not there and it is a simple improvement)
  

  c- Have audiology aware support people handle audiology support requests
  

  I hope that someone with the proper authority will conform that things will be simple from now on.
  

• Initial Complaint

  Date:10/24/2024

  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.

  I purchased hearing aids from Jabra Enhance after seeing an advertisement on television on July 19, 2024. They seemed to be the perfect place to purchase hearing aids that were blue tooth hearing aids that I was looking to purchase. They have a 100 day trial period, 3 years of hearing care, 3 year warranty and 3 years of loss and damage protection. I didn't know at the time of the severity of my hearing loss. Once I received my hearing aids, I immediately scheduled to have a zoom meeting with one of the technicians. I took the hearing test as directed, but the day of the meeting I forgot about my appointment so I had to reschedule. The day of the next appointment I spoke with the technician and she informed me that my test indicated that I have severe hearing loss. She suggested that either retake the test or get the results of my hearing test from my local hearing office and upload the test before my next appointment with her. I was scheduled to go on vacation out of the country before our next meeting and unfortunately I lost one of the hearing aids while on vacation. I told myself well they have a 3 year warranty so I will just call them when I get home to have them send me another one. Since my meeting was coming up I decided to wait to mention it to the technician. She informed me that my hearing loss was so severe that they did not have hearing aids to accommodate my hearing loss. I asked if I could return the one I had since my ****************************************************************************************************** via email with the return and refund information. I received the email apologizing for my loss but in order for me to receive a replacement I would have to return both hearing aids and pay ****** loss and protection fee. I can't use a replacement because they don't have hearing aids for my severe hearing loss and I only have one hearing aid to return. I should have done my homework before making my purchase. Disappointed!

  

  Business Response

  Date: 10/25/2024

  To Whom It May Concern,

  Thank you for reaching out to us. We appreciate your feedback. At this time, we have proceeded to process your return for the remaining hearing aid and sent an email with the instructions and pre-paid return label. If you have any further questions or concerns, please feel free to reach out our support team. 

• Initial Complaint

  Date:10/14/2024

  Type:Sales and Advertising 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.

  I purchased the Jabra Enhanced Model 200 hearing aids on August 23, 2023 for $1,695. The purchase included access to email and telephone support by an audiologist, and replacements should there be a problem with the units. In July 2024 there was a problem. After troubleshooting, the company decided to send me a replacement set of hearing aids in fulfillment of their commitment to the level of service and support I purchased. When received, they were marked 'refurbished'. I immediately called the company support number and said I purchased replacement service - presented as replacing with new hearing aids. I was asked to try them out. By early October I began having ongoing problems with the units and opened support cases. Finally today, October 14th - out of frustration at not receiving support - I telephoned the company - and emailed through their online trouble ticket system - describing the problem. After waiting more than an hour to my message on their support line, I received a phone call from a person who identified themselves as ******** She was unprepared, extremely cold, lacked customer facing support skills, and never established trust and support. To the contrary, she had not read any of the facts I had submitted until I insisted she read it. Then, I mentioned to her that I was not mad at her but frustrated with the company. She began continually talking over me, and when I insisted out of frustration that a supervisor call me back, she decided to accuse me of being difficult, interrupting her (she would not stop talking when I was talking), and disconnected the call when I insisted a supervisor call me back. To be sure, I left another message stating the poor support received and asking for a supervisor call me back. No one ever called back. I now have unusable hearing aids, a company that refuses to support their product, and have no regard for their highest level customers (based on the level of service purchased.

  

  Business Response

  Date: 10/18/2024

  To Whom It May Concern,

  Thank you for reaching out to us. We appreciate your feedback. Our records show that a member of our team has reached out to you and is currently working with you to get you back on track with your hearing aids. We look forward to working together as a team to get you back on track with your hearing care journey. If you have any further questions, please contact our support team and we will be more than happy to help!

  Customer Answer

  Date: 10/20/2024

   Better Business Bureau:
  
  I reviewed the answer by Jabra in reference to complaint ID ********. After being contacted by BBB they paid attention and resolved the matter to my satisfaction. The comments on the BBB site by other Jabra customers exposed to me that others have experienced the same challenge getting the company to respond to customers in a timely manner. I trust the company does better in the future.

• Initial Complaint

  Date:09/09/2024

  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.

  My hearing aids worked fine for about 5 months, but stopped working completely. They were replaced and the replacements never worked. **************** will not respond to my calls, emails, chats, or any other communication. I waited two weeks to get an appointment with technical support and at the last minute they canceled it. My hearing aids do not work and haven't worked for about a month. They refuse to give me a refund or any technical support. Regret buying from this terrible company.

  

  Business Response

  Date: 09/10/2024

  Hello,

  Thank you for reaching out to us and providing your feedback. We understand the importance of being able to use your hearing aids and we want to ensure we can assist you with getting your hearings back up and running as quickly as possible. Our records show that we were able to get you scheduled for an appointment on 9/12. Additionally, our Audiology team has sent updated settings to your app for you to download as an interim resolution to get your hearing aids working prior to your appointment on Thursday. We look forward to speaking with you soon to get you back on track in your hearing care journey. Please feel free to reach out to our customer support team if you have any further questions or concerns.

• Initial Complaint

  Date:08/20/2024

  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.

  Purchased Hearing Aids from Jabra on August 2, 2024. The terms were for 100 days free trial with full refund if not satisfied. Jabra will only refund the purchase if you contact there support department. Every effort to reach support results in a wait of hours on the phone, leaving call back ques that are never returned. Emails to support are also not responded to. Call to customer sales results in an immediate call back, but sales claims they cannot process refunds. The company also has an App that offers a chat feature, with the only response that they will contact you within a few days, but never do. I originally received the hearing aids and set up a zoom call with their "audiologist" to answer any questions. The zoom call was completed, with follow up emails to topics discussed. Additional Emails to this person have not been returned. Every email to support results in an automated reply saying they are busy and will get back to me in several days. To date, this has not happened. I am concerned that they are intentionally making the refund process difficult, if not impossible.

  

  Business Response

  Date: 08/21/2024

  Good Afternoon,
  
  Thank you for reaching out to us. We are currently experiencing longer than normal response times and apologize for any inconvenience this may have caused. Were sad to hear that our product was not for you and have sent an email with a pre-paid ***** return label and packing slip. After you drop the package in the mail, expect an email confirmation within 7 business days that weve received it at our office and your refund has been completed. If you need any further assistance, please feel free to contact us.

• Initial Complaint

  Date:07/23/2024

  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.

  Jabra Enhance provides hearing aids, whic are a direct contributor to the quality of life for their users. For a significantly higher price point, they agree to provide three years of customer service and support. I submit that they are now being derelict in the timely providing of such support. A complaint of a hearing aid producing severely loud feed back to the point of discomfort filed 7/22/24 was met with a form email to properly clean the devices. After all instructions were followed, and a follow up email was sent detailing troubleshooting performed, they sent instructions to schedule a video meeting with an audiologist more than two weeks in the future, requiring me to either take a much later date, or to sacrifice my own work schedule. Meanwhile, devices that I, and others, depend on to go about our daily lives are useless.

  

  Business Response

  Date: 08/05/2024

  Good Afternoon,

  Thank you for reaching out to us. We understand how important having working hearing aids are and we want to get you back up and running as soon as possible. Please note, as part of our telehealth model, we do ask to work together as a team to help resolve the issues you may be experiencing, which will include some troubleshooting steps to do on your own and report the results back to us. We have found that majority of the time, providing these steps resolves the issue.  Our records show you have an upcoming appointment with a provider to provide assistance with the sound issues you are experiencing and hopeful that we will be able to reach a resolution for you. If you have any further questions or concerns, please feel free to reach out to us.