ComplaintsforHearingLife

Hearing Assistive Devices

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Initial Complaint
07/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have not been a client of hearing life for a little over two years! I let them know when I switched audiologists to remove me from their call lists! For the past two years I get multiple phone calls a day, every day, from different phone numbers all for hearing life! I've asked them several times to please remove me from their call list. I can't even block the numbers because it's always changing. This is bad business practice *** is bordering on harassment. PLEASE STOP CALLING ME!
Business response
07/02/2024
Thank you for the opportunity to address your concern. We will investigate the situation and ensure that your name is on our Do Not Call List. HearingLife values our relationship with you as your hearing healthcare provider and we apologize for the inconvenience this has caused you.
Initial Complaint
06/24/2024
Complaint Type:
Product Issues
Status:
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.
Refusal of HearingLife to delete the name ******************************* (deceased) from promotional mailings in spite of written requests 2/4/2021, 4/3/2021, 9/6/2022, 11/28/2022, 1/30/2023, 3/24/2023, 10/25/2023. Another mailing piece received 6/22/2024. Name cited on piece: ***** Accord, Hearing Aid Dispenser. Letter of 10/25/2023 requesting deletion was addressed to ********************************************************************************************************************************. I request assistance from the BBB in having my deceased husband's name permanently deleted from all HearingLife promotional mailing lists. ********************************
Business response
06/25/2024
Thank you for the opportunity to address your concern. We will investigate the situation and ensure that your name is on our Do Not Call List. HearingLife values our relationship with you as your hearing healthcare provider and we apologize for the inconvenience this has caused you.
Customer response
06/25/2024

Complaint: 21893838

I am rejecting this response because: The name ******************************* is to be deleted from promotional MAILING lists, not do not call list. No telephone calls have been received.

Regards,

********************************
Business response
06/26/2024
Apologies. We will investigate the situation and ensure that your name is on our Do Not Mail List.
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Frequent calls every other day. Initially trying to sell me a hearing aide Told them I was not interested. Tone they call every other day sometimes twice a day and when I and they either hang up or say sorry wrong number. This is fre www isnt multiple times a week sometimes multiple times day. I keep blocking the number they call from a different number.
Business response
06/25/2024
Thank you for the opportunity to address your concern. We will investigate the situation and ensure that your name is on our Do Not Call List. HearingLife values our relationship with you as your hearing healthcare provider and we apologize for the inconvenience this has caused you.
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
They keep calling and sending text messages to me. Have told them to stop but all I get is a call from another one of their numbers. I will never use their company to handle any hearing aides problems or devices.
Business response
06/25/2024
Thank you for the opportunity to address your concern. We will investigate the situation and ensure that your name is on our Do Not Call List. HearingLife values our relationship with you as your hearing healthcare provider and we apologize for the inconvenience this has caused you.
Customer response
06/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

****** ********
Initial Complaint
06/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Over the past several months, Hearing Life has called me numerous times to set up an appointment even though I have told them I am no longer their client. The calls have become more and more frequent, sometimes more than once a day. I rarely answer the calls, and they do not leave a voicemail. I agree with another review that this borders on harassment. I just want the calls to stop.
Business response
06/19/2024
Thank you for the opportunity to address your concern. We will investigate the situation and ensure that your name is on our Do Not Call List. HearingLife values our relationship with you as your hearing healthcare provider and we apologize for the inconvenience this has caused you.
Initial Complaint
06/03/2024
Complaint Type:
Product Issues
Status:
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.
they never sent the gift card
Business response
06/05/2024
Thank you for the opportunity to address this concern. We have researched the situation and corrected the oversight.
Initial Complaint
05/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My 102 year old mother-in-law has dementia and was having increased difficulty hearing.and needed hearing aids. On March 9, 2024 she purchased hearing aids from Hearing Life at a cost of $3,800.00. The contract included a 30 day trial period during which the hearing aids could be returned for a refund. Approximately 10 days later my mother-in-law complained that the hearing aids did not help and she stopped using them. She then said she wanted to return the hearing aids for a refund.One or two days later my mother-in-law fell and was taken to the emergency room where it was discovered that she broke three bones in her foot and needed surgery. After the surgery the hospital released her to a nursing home for rehabilitation, after which she will be admitted to a nursing home for long term care. I took the hearing aids to Hearing Life and explained what happened to the store mgr., *************** who stated she had to discuss this issue with her manager. A few days later *************** contacted me to state that only the original purchaser can return the hearing aids. I explained that my 102 year old mother-in- law has dementia, is in nursing home recovering from surgery and can not get to Hearing Life. **************** repeated that a refund can only the given if the original owner returns the hearing aids. Considering the situation we view Hearing Lifes position to be excessively unreasonable and hope the Better Business Bureau can help us resolve this problem.
Business response
05/29/2024
Thank you for the opportunity to address your concern. We are investigating the situation in order to provide an accurate and appropriate response.
Customer response
06/12/2024

Complaint: 21709930

I am rejecting this response because:I apologize, I did not realize I needed to provide an update on the status of my complaint. To date I have not heard anything from Hearing Life and would appreciate the case remaining in open.

Regards,

*****************************
Business response
06/28/2024
To provide protection to all of our patients, HearingLife policy is that the purchaser must be the same as the person requesting a return for credit, thus avoiding possible acts of fraud or failure to protect patient's protected health information. A return for credit is not authorized due to situation of a 3rd party requesting the return for credit and not the purchaser. HearingLife will be available to support the hearing aid fitting experience with options such as remote care services. Please contact your HearingLife clinic to request information on our "On Demand" remote care services.
Customer response
06/28/2024

Complaint: 21709930

I am rejecting this response because your reply is totally unreasonable. Due to complications that occurred after my mother-in-law broke her leg she is now a permanent residence of a nursing home where she is unable to communicate nor function physically or mentally. You must have some policy in place to address a situation like this rather than taking the position that if she can not come into your office then you can not provide a refund. Since my mother in-law can not come to your office you are most certainly welcome to meet with her in the nursing home or accept the return from my wife, her daughter.

Regards,

*****************************
Business response
07/03/2024
After careful consideration of the circumstances, HearingLife will allow an exception to policy and has authorized the request. Please have patient's daughter bring the units to the HearingLife clinic to process the return for credit.
Customer response
07/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*****************************
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My husband ************************* was told his hearing aid purchased from Hearing Life in *********, ** would only be $300-$400 out of pocket. When he arrived to pick up hearing aid he was charged $1,300. We were told over the phone we were overcharged (I have the voicemail), but that we would not receive a refund until claim had been filed with our Insurance. Claim was filed 3/22/24 with our Insurance. Claim was denied because it was filed incorrectly. Insurance requires a copy of the Invoice from the manufacturer of the hearing aid which is all that is needed to process and pay the claim. I checked with our Insurance company again today and the issue has still not been resolved. Hearing Life continues to give us the run around. We were told it would be resolved in ***** days from date of filing claim. Then **************** called back on 5/1/24 and said it would be longer than that but cannot give us a time frame and we cannot speak to the person/s actually working on the claim. They will only allow us to speak to **************** representatives that just continue to tell us it is being worked on but cannot provide any status updates to what is actually being done to resolve the issue. Working with this Company has been terrible from making the appointment (I was told I had to be there so I had to take off work to go with him, got there and no reason at all for me to be there), the wrong color hearing aid coming in (this was not a big deal, didn't matter to my husband but is just another example of things that went wrong with this Company), to being drastically overcharged from what we were told we would pay, not receiving a receipt or paperwork at time hearing aid was issued (had to call multiple times in order to get a receipt, I had asked initially when they finally called, that it be emailed to us, for whatever reason they couldn't get email to go through so had to wait on it to come in the mail). We just want the claim filed correctly and want our refund.
Business response
05/20/2024
Thank you for the opportunity to address this concern. We are investigating the situation. Once we have the information regarding the appropriate insurance benefit amount, we will communicate this information accordingly. Please note that when working with insurance benefits, exact benefit quotes are not able to be obtained. Benefit discussions reflect the insurance plan pre-verification estimate that has been provided by the insurance plan. These are always an estimate. With these benefits, patients may be financially responsible for more than what was discussed at the time of purchase.
Customer response
05/21/2024

Complaint: 21684724

I am rejecting this response because:
We have been told for almost two months that they are "looking into" the issue and "investigating" yet there still has been no resolution whatsoever and the claim has still not been settled with the Insurance Company. I am not sure why it is so difficult to just provide the invoice from the manufacturer of the hearing aid, but we are no longer satisfied with their standard response of "we are investigating". They know what the issue is (and have known for at least ***** days now) so there is no need to further "investigate". Provide what the insurance company needs, get the claim settled so that we can move on from this. It is ridiculous at this point and we are tired of being told you are "looking into it or investigating" when we are no closer to a resolution! As for what you are claiming was just an estimate that is quite a "miss" on the estimate to tell someone it will be $300-$400 and then you charge them $1,300. The estimate as you claim, didn't come from my Insurance Company anyway, the final amount charged to my husband ($1,300) was derived from the doctor running around the office asking various people in the office what he should charge. If there was an "estimate" from my Insurance Company wouldn't the doctor already know what he was to charge? Please just fix the issue with the Insurance Company!

Regards,

*****************
Business response
05/30/2024
The HearingLife office has been attempting to contact you to resolve the issue without success. Please contact the office at your earliest convenience.
Customer response
05/31/2024

Complaint: 21684724

I am rejecting this response because:
There have been no attempts to contact us since May 8th. (No missed phone calls, no emails, etc.) You have my cell phone number on record, please call me to discuss. *************) Our many requests to have this issue resolved are reasonable, and we do not want to have to continue to dispute this, we just want the claim settled with our insurance office so we can be refunded any excess money that we have already paid. I apologize for my frustration, but this has been going on for months now and we do not appear to be any closer to a resolution. Please just get this taken care of so that we can all move on and put this mess behind us.

Regards,

*****************
Business response
07/08/2024
we are diligently working on this insurance claim. All required documents have been submitted in accordance with our contract. Unfortunately, we do not have a resolution at this time, but are actively working on it.
Customer response
07/08/2024

Complaint: 21684724

I am rejecting this response because: While I greatly appreciate that you are working on the claim, the claim has still not been resolved. Once the claim has been resolved to our satisfaction I will gladly accept your response via BBB versus rejecting it. At this time no resolution has been reached after nearly 4 months of waiting. We had high hopes of an imminent resolution, when we were notified that the receipt from the hearing aid manufacturer had been sent to the Insurance Company back on 6/21, but as of yet there has been no resolution and no claim has been finalized. Thank you for continuing to work on this.

Regards,

*****************
Initial Complaint
04/24/2024
Complaint Type:
Product Issues
Status:
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.
Hearing life continues to call and send advertisements even after I've contacted and informed them numerous times that my insurance no longer accept their claims and that I do not wish to ever do business with them.The insistent calls are bordering on harassment and I would like them to stop but hearing life can't seem to accept that!
Business response
04/25/2024
Thank you for the opportunity to address your concern. We will investigate the situation and ensure that your name is on our Do Not Call List. HearingLife values our relationship with you as your hearing healthcare provider and we apologize for the inconvenience this has caused you.
Initial Complaint
04/24/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have been repeatedly called by this business, despite multiple attempts explaining that I am not the person they are contacting. The calls are very persistent, almost 4 times a week, sometimes multiple times a day. They refuse to stop calling me.
Business response
04/25/2024
Thank you for the opportunity to address your concern. We will investigate the situation and ensure that your name is on our Do Not Call List. We apologize for the inconvenience this has caused you.

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