ComplaintsforLucid Hearing
Hearing Aid Parts
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We bought my husband 2 hearing aids and have been having issues with the left one since day one. I&#**;ve called and all we are being offered are adjustments. We get them and nothing works. There&#**;s a screeching sound and they are saying that he has ear wax. It doesn&#**;t even hold charge and all they did was change the battery door. I&#**;ve asked several times for a new one because this one is obviously defective. I&#**;ve tried reaching out to corporate and was promised a call back but n o one ever called. I called twice.Initial Complaint
05/19/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In Fall 2023, I ordered aids from the Lucid website and financed the purchase. The product arrived within about a week and worked ok, with a few quirks, from the start. Within a few weeks, however, I began to experience problems with the aids losing their settings and the right one failing to fully charge. By January 2023, the right one failed to hold a charge at all, and has been inoperable ever since. After trying a few tricks to get it working, I resorted to calling customer service, which promised to ship out a new pair. I had had a fraud alert on my credit card, so they insisted that I update my card before theyd ship. I provided that info over the phone and was assured Id receive the new set quickly. It has now been well over a month since Lucid made that promise. I have not received a shipping notice, or any other indication that Lucid intends to follow through on their promise. They have no problem taking my money, though. Since I received only 2 months worth of service but have paid for 6 months, this is unacceptable and fraudulent. Given this companys lack of attention to the importance of one of our 5 senses, I no longer want to deal with them. I want my original purchase price refunded, as well as the extra earpiece wires I ordered. I will cutoff payments until I get some form of prompt satisfaction.Initial Complaint
02/13/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
The website claims that they provide free, 2-day shipping on all orders. This is a lie. I placed my order with them through their website on 01/22/23, and I have yet to receive the hearing aids I ordered. I have contacted customer service multiple times, most recently yesterday. They assured me over and over that the product would be shipped via 2-day shipping, and I found out from ***** yesterday that it was shipped ***** Ground, which takes 5+ business days to be delivered. When confronted with this, the customer service rep refused to accept any responsibility, even after being shown a screenshot proving the order was not shipped the way they claim to have shipped it. She actually reiterated that on their end, it shows it was expedited, when clearly it wasnt. It has been one excuse after another every time I have contacted them, and they have made no effort to make this right.I have attached my receipt, the tracking info proving it wasnt shipped or delivered as promised, the place their website promised free 2-day delivery, and info from ***** regarding the cost to ship a package 2-day vs. ground using the exact dimensions provided by the company.Since the package was not shipped as promised, I would like to be refunded $60, which is what the cost of shipping would have been if they had followed through on their commitment. This seems like fair compensation for the fact that they misrepresented their business practice and I have had to miss being able to hear at important family events I needed the hearing aids for, had they been delivered on time as promised. If they didnt have the 2-day delivery guarantee, it would have affected my decision to place the order in the first place, as my old hearing aids died, and I was attempting to replace them as quickly as possible.Initial Complaint
01/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought hearing aids at ***'s club from Lucid. I have lost one and I paid for replacement insurance. Since there is never the same audiologist there they now have no one. I need a replacement now. Lucid says that I have to go to ***'s club.I would like lucid to replace my lost hearing aid now.Initial Complaint
11/18/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased at *********** Lucid store a pair of hearing aids on August 2,2022.On 9-2-2022 sent following The reply was I had to wait 90 days to return then On 9-9-2022 sent the following email I talked with customer service who called the ***'s club here in ******** to have the lady call me. Nothing thing then optical **** called and said they left messages for your ear specist. No call. It's now I believe just pass the 30 day **** that says I can return them and get a refund On Thu, Sep 8, 2022, 9:00 PM ********************* <********************> wrote:Okay I have been trying for over 2weeks to find out how to return these hearing aids. I was told I had a 30 day money back guarantee, and I can't get any responds and I started this process with in 2weeks of getting them. They don't work or are faulty. None the less I want to return them and get refund . Could someone Anyone respond to this email. Thanks ********************* Talked with repair at store. Explained the numerous issues and of course she politely wanted to try some things. However I told her. No .I am able to return them for a full refund if not satisfied. Which I'm not. She states I have to WAIT the full 90 days to return them, which reading over the contract says I have UP TO 90 days I sent yet another email Nov 9th 2022 Okay you told me I had to wait til November to return these hearing aids. How do I do that. Not satisfied in the least, So send me instructions how to return them and get refund.Thanks ********************* *********************************************************************** I have been getting the run around for weeks and months The hearing aids even after a return visit still do not function When I purchased them she told me if for ANY reason I am not satisfied to return them for a full refund as they were really spendy and I wasn't sure about investing that much money .But at her stating their refund to me I pulled the trigger and bought them.They cut out, the Bluetooth only works in one ear. The sound quality is not goodInitial Complaint
06/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought the Liberty Clear hearing aids for $1,300 at *********** Since this business partners with ***** to offer hearing aids, I decided to file a complaint directly.When I got this headphones, I was told the hearing aids would be able to pair with an Android.Well, when I got an Android, lo and behold, the $1,300 hearing aids would not pair with the app at all.This is misleading practice. I've tried contacting the company directly to no avail. Why waste $1,300 on hearing aids if they're not going to work with Android? Why mislead customers?I found out MYSELF that these hearing aids are Made for iPhone only. Misleading practices just for a sale is terrible. Especially for people that are hard of hearing.Initial Complaint
03/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My mother has been waiting 3 weeks to get her hearing aid back. The lady that works there will not give us an answer as to when mom's hearing aid will be ready. I have been NUMEROUS times to try to get it, the lady is very unprofessional, and lacks customer service skills. Each time out there she says she will call me the next day. I still have heard nothing from her. My mother needs her hearing aid. I would like to rate them as a -50 on a scale of ****. Any help we can get will be appreciated. My mom's name is *******************. My number is ************ Thank youBusiness response
05/04/2022
We have spoken with the customer to address the delivery complications.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.