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:01/31/2025

  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.

  1/31/25 The last 2wks maybe more ive been trying to get clear caption to repair my dads phone at first they tryed to gt it to work but then they said the address was wrong and they would fix it but it would take at least 24 hrs. That never worked out Then another time i called. This very rude women said theres not a thing they could do that it was a internet issue and she wasnt even techancal support wich is who i requested anyway.. so i called the internet they traced it to his house said that internet is working just fine since then i get these phonecalls from tech support but im not at the home then So we call today. My grandaughter did it first they told her internet again. I called back sound like the same rude lady wouldnt even let me get to tech support. Ive so upset !!! Theres no way its internet. I think he needs new phone. It workd fine for close to a year !! In mean time thru all this my ************************************************* He lives alone

  Business Response

  Date: 02/05/2025

  Dear ******,
  
  We sincerely apologize for the frustration you and your father have experienced while trying to resolve this issue. Our team has been actively reaching out and leaving multiple voicemails in an effort to connect and assist. We understand how important it is for your father to have a working phone, and we are committed to helping resolve this as quickly as possible.
  
  This issue appears to be related to known compatibility concerns with ********* and certain **** services, and our technical team is working diligently to find a solution. We would love the opportunity to speak with you directly to go over next steps. Please reach out to us at your earliest convenience at ************ so we can assist further.
  
  We truly appreciate your patience and the opportunity to make this right.
  
  The ClearCaptions Team

• Initial Complaint

  Date:01/08/2025

  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.

  On January 3, 2025 I looked at their phones online to see what it's all about. Never contacted them never gave them any information. They got my phone number and address and have non stop calling me and sending me letters. I want this to stop. They got my information without my permission.

  Business Response

  Date: 01/14/2025

  Dear Mrs. ********** style="box-sizing: inherit; color: rgb(209, 210, 211); font-family: *****-****, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(34, 37, 41);">Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience. It looks like someone named **** *** have reached out to us on your behalf, likely a friend or family member who thought you or someone you know could benefit from our service.
  Our phones provide captions for calls, helping individuals with hearing loss communicate more clearly. If this isnt relevant to you, well gladly remove your information from our contact list.
  Please let us know if we can assist further.
  Kind regards,
  The ClearCaptions Team

  Customer Answer

  Date: 01/14/2025

  **** is my husband and he did not contact them. I asked him. They got my information without our permission. If they don't take my info and ****** off their contact list I will take legal action.
  
  

• Initial Complaint

  Date:12/06/2024

  Type:Customer Service 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.

  Called customer service to set up a follow up appointment for my mom since she's been having a lot of trouble with understanding her Clear Captions phone. They told me they don't do that. That they can help via a telephone conversation. I told her my mom has absolutely no tech savvy and would be so confused. She again stated they don't do that. Hummmm...seems like you'd want to make sure a service you are providing for a handicap is fully understood even if it means working one on one in person to provide complete understanding.

  Business Response

  Date: 12/16/2024

  Dear Ms. **************** you for reaching out and sharing your concerns regarding the support provided for your mother, Ms. ************ We sincerely apologize for any frustration this situation may have caused and want to assure you that weve taken steps to address the matter.
  After reviewing your initial call with our support team, we understand that you requested an on-site technician to assist your mother with training. Our agent offered remote support through a phone call and a Co-browse session, which allows us to guide users step-by-step and address their training needs effectively. We understand that you declined this option and preferred an in-person visit instead. Were sorry if this approach felt insufficient, as our goal is always to provide the most effective and timely assistance possible.
  Following your BBB complaint, we prioritized resolving this issue and attempted to contact both you and your mother. While weve been unable to connect with you directly despite leaving voicemails, we successfully spoke with Ms. *********** on December 12 and conducted a detailed remote training session using Co-browse.
  During this session, we guided her through specific needs, including operating the flasher, checking missed calls, and deleting voicemails. Ms. *********** expressed satisfaction with the assistance provided and confirmed that her concerns were fully addressed.
  If you have additional questions or would like to discuss this further, please dont hesitate to contact us. We value your feedback and remain committed to providing the best support for your mothers ClearCaptions experience.
  Sincerely,
  The ClearCaptions Team

• Initial Complaint

  Date:07/22/2024

  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.

  The phone has been delivered. When we signed up we were promised to be able to self install phone. We have been told this 3 times previously. I was given a date for someone to call to assist setting up my account. It was scheduled on 7/22/2024 , between 8-10 AM. Noone called. Called the company and no explanation why i had to take off work and lose a whole days pay. Now they said that i have to reschedule for a technician to come to my house to install phone. I informed them from the very beginning that we do not allow people in my house due to health conditions and pets. Now they expect me to lose another days pay. All I need is My email and a password in their system for me to sign in and use my phone. The person who answered their phone seems very uninformed and refused to let me speak to a supervisor. For at least an hour at this point have been on hold with the company, except for the excuses that have been periodicly given.

  Business Response

  Date: 07/30/2024

  Dear ***************,
  Thank you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to make it right.Given your preference for self-installation, we are glad that we were able to work with you to pair your device remotely on 7/22/24 and understand from a follow up conversation with your husband that everything is now working well.We are committed to continuously improving our processes to ensure a positive experience for you and all our customers. Please contact us at any time at ************.Sincerely,
  The ClearCaptions Team

  Customer Answer

  Date: 07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Was done satisfactorly.
  
  

• Initial Complaint

  Date:04/04/2024

  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 opened an account for my mother with her sitting here and approving that was okay. They're supposed to show up on thursday april fourth between 8 to 10 to install a telephone to text system for my mother. I went through all the information with the *******.At clear captions to determine she had all correct information. They failed to show up. When I called them, they said no account had been setup.

  Business Response

  Date: 04/15/2024

  Dear Better Business Bureau,
  
  We trust this letter finds you well. We are reaching out to provide an update concerning our recent communication with ********************* regarding the installation of his ClearCaptions Phone on behalf of his mother.
  In response to **************** inquiry, we promptly initiated direct dialogue with him to address his concerns. We conveyed our sincere apologies for any inconvenience he experienced and underscored our unwavering commitment to ensuring his complete satisfaction with our services.
  Recognizing the disruption ************ encountered, we took proactive measures to schedule a new white glove installation appointment for him. We are pleased to inform you that **************** rescheduled installation date is set for Tuesday, May 16th.
  At ClearCaptions, we hold our customers' concerns in the highest regard, acknowledging that their satisfaction is paramount. We are dedicated to promptly and effectively resolving any issues, and we appreciate the opportunity to rectify any shortcomings in our service delivery.
  Should you require any further information or assistance regarding this matter, please do not hesitate to contact us directly. Your ongoing support and collaboration are deeply valued as we strive to uphold the highest standards of customer satisfaction.
  
  Thank you for your attention to this matter.
  Warm regards,
  The ClearCaptions Team

  Customer Answer

  Date: 04/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  They have gone above and beyond and the response was phenomenal.
  

• Initial Complaint

  Date:01/11/2024

  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.

  Contacted this company several times in the past 2 weeks about installation of the phone. I tried self installation and I was not able to do it by myself. I contacted ************* and asked for a technician to come out to install the phone. An appointment was scheduled no one showed up! I spoke to a representative regarding the time the person was suppose to come. The technician was scheduled between 10am-12pm to come to my house. When the person did not come at the designated time. I call back so I can find out if the person was coming the representative lied and said it was supposed to be self installation after I had spoke to another representative confirming the appointment. I would not recommend this company to anyone.

  Business Response

  Date: 01/18/2024

  Dear *************,
  
  We hope this message finds you well. Thank you for taking the time to share your feedback with us. Your concerns are important, and we are committed to addressing them promptly. 
  
  We want to inform you that we have made several attempts to reach you on both January 17th and January 18th, but unfortunately, we were unable to connect with you. The voicemail box associated with your account has not been set up, and our efforts to contact your daughter, whose information is on file, have also been unsuccessful.
  
  In an additional effort to communicate with you, we have sent an email to the address we have on file. Regrettably, we have not received a response yet. 
  
  We are genuinely here to assist and work with you to resolve any issues you may be experiencing. Your satisfaction is our priority, and we want to ensure that everything is made right.
  
  Please take a moment to reach out to our ClearCaptions Team at your earliest convenience. You can contact us at ************ or through web chat on our website at clearcaptions.com. We are ready to listen and address your concerns.
  
  Thank you for your understanding, and we look forward to the opportunity to assist you.
  
  Best Regards,
  The ClearCaptions Team

• Initial Complaint

  Date:07/26/2023

  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.

  Just letting you know I was scammed! I let the BBB know about the scam and that I was a victim.PLEASE TELL EVERYONE NOT TO CALL ON THE ** AD FOR ************* PHONE!! I have seen the ad on multiple channels enough to where with a brain injury I remember it. Anyway they got my address, phone number for cell, phone company name, and the last 4 of my social before I found out it was a scam and a very good one! It claimed to be a federally funded program!! Anyway they got a hold of my cell and took control. I couldn't call anyone!!!!!!Thank God I didn't give them my home number so I was able to call spectrum and they managed after an hour to get my phone back!! Please please please let everyone you know not to call that AD!!!!!!!!!Thank you

  Business Response

  Date: 08/04/2023

  ********, we are very glad that our team and the BBB staff were able to speak with you and explain that ClearCaptions is a legitimate service registered with the Federal Communications Commission (***) to provide caption phone services to the hard of hearing. This captioning service is provided by ClearCaptions and paid for through a program managed by the ***.There is no cost to qualified individuals. If you would like more information you can find our registration on the *** website here: ************************************************************************************************************ or visit our website here: **********************************************.

  
  Were happy our team was able to resolve your concerns and look forward to helping you stay connected with captioned calls. If you have any further questions or need any future assistance, were here to help, please contact our team at ************ or email at ********************************.

• Initial Complaint

  Date:07/15/2023

  Type:Sales and Advertising 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.

  Your conversations show up delayed 10 seconds and are in accurate. Just another way to Scam the government

  Business Response

  Date: 07/24/2023

  Thank you for sharing your experience with us, ****, and were happy that our team was able to resolve your concerns after speaking with our support staff. We appreciated your patience as we worked to identify the network speed as the cause for your delayed captions. We're committed to providing you with the best experience possible. If you have any further questions or need assistance, please contact our team at ************ or email *********************************** are here to help.

• Initial Complaint

  Date:07/10/2023

  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.

  just today I had a ************* phone install. After waiting over 5 hrs. pass the time they were supposed to have come, a man came install the phone and left. after a while I decided to try the phone, I could not call out nor could I call into the phone. I went online could not find any answers i try to call could not even get a person online!!! Iam a100% disabled veteran. THIS PHONE WAS GIVEN TO ME FROM THE US GOVERMENT!!! I FEEL THAT THE *** PAPERS ARE BEING RIPPED OFF FROM THIS COMPANY.

  Business Response

  Date: 07/19/2023

  **********************, thank you for your honest feedback. We are sorry you experienced issues with your installation appointment. In speaking with our customer support team, it appears they have connected with you to ensure your phone is working, and have expedited a handset replacement to ensure you have no further trouble. Our customers are our?top priority, and we are always working to improve our processes and service. If you have any future questions or concerns our team is here to support you at ************, or via email at ********************************* Thank you for the opportunity to help you stay connected. 

• Initial Complaint

  Date:07/10/2023

  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.

  Clear Captions is a joke. We called to see if we qualified for the phone, which we did. They sent ** the phone and scheduled an appointment for the install. We made arrangements to be home for the install, waited all day and no one showed up or called to let us know that they wouldn't be coming. When I called customer service to find out what was going on the tech said that they couldn't find my house. My mailbox is clearly labeled but they didn't even attempt to try to come to my house. I sent it the phone back. If this is the kind of service you receive from clear captions then I don't want any part of it. CLEAR CAPTIONS PHONE SERVICE IS A JOKE. Its a waste of Government money. I didn't even want to give them a star rating ...

  Business Response

  Date: 07/19/2023

  Hi ****, thank you for your honest feedback, and we're sorry you've had trouble with your installation appointment. Our customers are our top priority, and we constantly work to improve our processes and service. Our installation team has reached out directly to attempt to reschedule and make this right. If you change your mind, we are happy to assist you.  Contact us at ************ or by email at ********************************.