ComplaintsforTruHearing, Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Someone needs to get out of Bed!! you see i will leave Humana because of the mess you all have.h46272052

  

  Business response

  07/17/2024

  Contact may be made by TruHearing, but due to involvement of personal health information, and in accordance with HIPAA, TruHearing is unable to provide any details regarding conversations. 

   

  If members are dissatisfied with service, products, or communications involving TruHearing, TruHearing recommends the member reach out to their health plan to discuss. If necessary, the plan can file a formal grievance which may be responded to by TruHearing directly through compliance with HIPAA regulations.

  Customer response

  07/17/2024

   
  Complaint: 22000510
  
  I am rejecting this response because true is the one that humana uses them for there hearing prog, not someone else i have ask ******** to looking looking in to this matter
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Hearing aids from the company, and they have been temperamental to say the least. I had the tech come out and fix them. Then I had to have her return to fix them again a month later. she could not fix the problem, so she took them to ship back. about a month later I sent her a message asking if she heard anything she said the sent them to her, but it was still broken so she had to send it back again. I waited a couple more weeks then messaged her again and she said once she gets them, she will get them to me. well, when they finally came in, I had to pay for shipping to have them sent to my house, because she lived too far away to bring them. The hearing aid lasted about a day before it stopped working, I called her she said she would have to take a look. That was the last time I heard from her. So, I called the main company, and they suggested a rapid return. I waited a week called back. **** told me that a supervisor would contact me. another week goes by I call back and they told me I had to wait on the Tek to come and get the hearing aid, but she has been sick. now it's been over two weeks and nothing. I called back and said they need to replace my hearing aids, but I was told that they would have to charge me. Send me new hearing aids please.

  

  Business response

  07/11/2024

  TruHearing has been in contact with the member and have help solve the situation.

  Customer response

  07/11/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchase hearing aid from this company in July which has not been working I had them I'm the shop, back and forth get one of them fix its been an ongoing situation with this company. I paid $2000 for these hearing aids which I couldn't really afford but I needed them but for them not to work everywhere week it's not right to me. I ask for the solution just refund me my money back or least half but I was told they could not do this. Never was I offer a manufacturer. This company stated there was nothing they could do. I'm so upset I need it to work or half my money. So I hope someone will help me out with this issue

  

  Business response

  05/13/2024

  When members purchase hearing aids through TruHearing there are inclusions that are provided. The member is given a 60-day, risk-free trial period where a member is capable of exchanging the order for another, or returning for a full refund. There is also a three-year extended manufacturer warranty  that covers defects and repairs under normal usage. If a member has passed the trial period without taking advantage of  the timeframe to exchange or return the aids for a full refund, it is best to work with the provider within the warranty to have the manufacturer repair or replace the aids under the warranty coverage. To schedule a follow-up visit members may call the clinic directly, or call TruHearing at ###-###-#### for assistance. 

  Customer response

  05/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Because my hearing aids didn't start messing up until my 60 days was over how was I to know that it will be like this I didn't Pay $2000 to not wear them or break up now I called provide their out of the office for awhile now. So what am I'm supposed to do they keep sending them back and they come back broke again. This is just not right to have a customer go through this over and over. Truhearing makes so much money off of people but claims they are unable to refund anything back

   If this does get resolve i will have my lawyer go thru the next process because this is definitely unfair. 
  Sincerely,
  
  **** *******

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Adjustments needed.Wire length short- Receiver Cable, need Longer!!Signia app on Ranis Phone Not Paired Cleaning older HA HOW TO CLEAN NEW HA?Too much Sharpness on old HA?How to adjust Controls without the App ?How to pair with Or without the App ?We arrived in LA on 12/13/23 to escape ******* Winter and be with my Grand Kids, so we ordered Signia charge&Go TH 6 Premium *********** from True Hearing which they told us was latest and best model, on 12/15, which we received after 12 days on 12/27/23.I could not even wear it starting the next day because the Receiver Cable was too short for my ears, so it was pulling off my ear and dropping out of ears!Besides, I needed a custom mold, which I went in for appointment on 1/22/24. In that process of measuring the size of custom mold, they pushed the wax in my ears way inside, so much so that it blocked my ear canal, hence I couldnt hear anything at all. I never deaf for a day. Hence, next day, I had to go to ************************** they charged me costed $237 to get the wax removed!By the way, the Emergency Hospitals were very busy, I would have had to wait for over two days in the hospital to get the wax removed! I would have remained deaf for long time.I cant believe that I still am not wearing my new Hearing Aid since over six weeks ago, still waiting for custom molds?I sincerely need your help and consideration as to what can you do for me??Best,*********************** Ps:The Invoice should be written the way I hand wrote, starting with Retail Price (see attachment), not the way it was given to me??************************ Cell Call: ************ HearUSA Downy CA **************** *****************************************************************************

  

  Business response

  02/20/2024

  When members receive hearing aids from TruHearing, the aids come with many different inclusions. One of these inclusions is a year of follow up appointments. These appointments may be used to assist with general adjustments, training, and assisting with general hearing aid knowledge. If a member is having issues with any of the previously mentioned topics, or others, TruHearing typically recommends reaching out to the fitting provider for assistance.

   

  When ear molds are ordered, TruHearing assists in setting contractual limits to pricing for the different types of molds. These molds are ordered through the individual providers that members are seen by. These ear molds are ordered through the provider accounts with local labs or the manufacturers. To obtain information regarding the status of the ear mold order, members would need to contact the provider that the ear molds were ordered through.

   

  If a member is dissatisfied with a current TruHearing provider, the member may contact TruHearing to file a complaint and look for a new provider to assist a member. For members to gain assistance with finding additional provider options, members may call TruHearing at **************.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In October of 2023, I ordered a pair of hearing aids and paid $1,398.00 insurance co-pay through an office TruHearing referred me to. After a long waiting period, I received a pair of hearing aids that was not what was ordered. Obviously they were returned. They refunded my money and asked to place a new order. In December 23, we reordered the pair and I paid $1,398.00. In January **** I received another pair that did not sit in my ear properly and they kept falling out especially every time I tried to eat food. In fact, I lost one of them for three hours which I found later in my car. Obviously these units were also returned and again they refunded the co-pay. TruHearing changed the office I was referred to and yesterday when I tried to order for the third time in the new office, I was told that co-pay had been increased by $400 and I had to pay $1,798.00. Of course I did not place the order and called TruHearing. They told me that I have to pay the extra $400 since the co-pay for *********************************************************** 2023 with a lower co-pay, I would have to pay for their mistakes that the hearing aids were returned in 2023. They refuse to honor original date of my order. They made mistakes. In fact they are penalizing me for their mistakes on the same order. From the units they have sent me twice so far, I don't even think that they should be selling hearing aids .

  

  Business response

  02/09/2024

  TruHearing has reached out for a resolution with the member to assist with the needs. TruHearing has offered to match the previous year's copays.

  Customer response

  02/09/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 24, 2023 I met with a hearing specialist, ****************, to purchase hearing aides. He said my insurance didn't cover hearing aides and I'd have to pay in full. I was surprised, because the company verified my coverage (I have a primary and secondary insurance coverage) when I made the appointment. However, I paid $3,490 with my credit card.The next day, I called both insurance companies. Primary = $1,600, secondary = $3000 coverage. My ***************** called TruHearing in an effort to resolve the issue/confirm I had hearing aide coverage.On July 26, 2023 I spoke with *********************** from TruHearing, who verified my appointment was serviced by Your Hearing Solution. ***** said there was confusion about who the primary/secondary insurance was. I clarified & communicated how the charges are processed: Charge Primary for full amount. They'll pay $1,600 and provide an EOB (explanation of benefits). Send the balance and EOB to ******************* and they'll pay it. 7/27/23 ***** said the Secondary was verified. 8/10/23 ***** said "Your primary ins is applied to the order, after they get your secondary ins benefits applied your hearing aids should be fully covered and you will receive a full refund...but the refund has been processed."8/11/23 ***** reported the insurance **** said I'm responsible for the balance left after the Primary amount, until Secondary pays, then they'll process credit for secondary. 8/17/23 I contacted my credit card company, they haven't received a full credit, as I was told on 8/10/23 nor have they received a partial credit of $1,600 (Primary amount). TruHearing verified my insurance coverage when I made the appointment. Why was I told I had no coverage and to pay in full? Equally concerning, it sounds like they have little knowledge dealing with a secondary insurance company and if I hadn't pursued it, would have left the full charge on my credit card. It's bee a frustrating experience.

  

  Business response

  08/18/2023

  TruHearing is making an effort to reach out to the individual to assist in the shared concerns. TruHearing is awaiting a call back.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a set of Signia hearing aids through my audiologist and ******** in Oct. 2020, TruHearing is the sole provider. My out of pocket cost was over $2000.00. Within a few weeks started having trouble, sound quality bad, right side volume fades in and out, etc. Dr. tried adjustments, more programing, volume adjustments etc. After a few days/weeks they were back the same as before. In May 2021 sent right side aid back for repair. A few weeks after that right side started shutting off and on. Dr. again tried new parts, programs, etc. , over and over again, soon after right side aid volume faded down and finally quit. Sent back for repair 2nd time. After that, same thing all over again, As of March 2023 I have been to Dr. over a dozen times for adjustments, also as of March 2023 right side aid has been sent back 4 times, the pair once, for a total of 5 TIMES!! May2021 Feb.2022 Aug. 2022 Nov. 2022 Mar.2023..To say the least My Dr. and I are very frustrated. We have both called TruHearing and got nowhere. They keep saying send it back. Looks like their waiting for warranty to expire (3 years). These things have been nothing but trouble. By the way Dr. gave me a loaner pair to use (diff. brand) while waiting for the pair repair to return, (Nov.2022), did not know what I was missing. The loaners worked muchmuchmuch better in every respect.Just got a call a few moments ago, right side aid is back from 5th repair, I will pick it up tomorrow, wonder how long it will last this time ? I think I have been more than patient with this mess.Thank You.

  

  Business response

  03/31/2023

  Better Business Bureau:
  
  
  TruHearing has contacted the member to discuss options to resolve the members hearing aid issues. Will continue to work with the member to find a solution.
  
  Thanks,
  
  *************************
  Grievance Coordinator
  TruHearing, Inc.

  Customer response

  04/06/2023

   
  Complaint: 19862331
  
  I am rejecting this response because:Will not accept response until a solution is found and agreed to. Thanks.
  
  Sincerely,
  
  *******************************

  

  Business response

  04/12/2023

  TruHearing has been in contact with the member and supplied a few solutions for the member.

  *************************

  TruHearing

  GrievanceCoordinator

  Customer response

  04/16/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of hearing aids from Tru Hearing and I have had several issues with them. The volume quite working, charges would not charge, one totally stopped working, then the other one stopped. I was told each time to come over and they would send them off to be fixed. They still kept messing up. The last time I sent them back supposedly they sent me a brand new set but I am already having issues again. I called them today and told them I was having issues with them changing and was told to just wear them while they work. I feel like I have given them enough chances to resolve this issue. I have been told that I can not get a return on these and I feel like I should be able too after all these problems and they still do not work correctly and I have had to go all this time and can not hear.

  

  Business response

  12/12/2022

  Better Business Bureau:
  
  
  TruHearing will be contacting the member to discuss options to utilize the warranty for the hearing aids to resolve the members hearing aid issues.  TruHearing will work with the provider, manufacturer and member to find a solution for the member.
  
  Thanks,
  
  *************************
  Grievance Coordinator
  TruHearing, Inc.

  Customer response

  12/12/2022

   
  Complaint: 18528963
  
  I am rejecting this response because: *********** just wanted to send the hearing aids back again which will be the third time and I would like to just get a refund at this point. This has been going on long enough. When I told the company about my charger this last time I was told to just wear them when they will work. This is not acceptable.
  
  Sincerely,
  
  ***********************

  

  Business response

  12/15/2022

  Better Business Bureau:
  
  TruHearing is currently working with the manufacturer to know possible options for the member.
  
  Thanks,
  
  *************************
  Grievance Coordinator
  TruHearing, Inc.

  Customer response

  12/15/2022

   
  Complaint: 18528963
  
  I am rejecting this response because: I feel that after all the issues we have had that it is time to get a full refund for these hearing aids. All of the trouble I have had is not acceptable and I have had to go through all this and still do not have dependable hearing aids.
  
  Sincerely,
  
  ***********************

  

  Business response

  12/21/2022

  Better Business Bureau:

  TruHearing has contacted the member to discuss TruHearing's hopeful resolution.

  **************
  Grievance Coordinator

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Left hearing aid was sent back for repair and ended up being replaced. They wanted to put same serial number as the old one so that the warranty didn't reset. Upon receiving the new hearing aid audiologist was unable to program the aid to specifications needed for my hearing loss. After investigating, it was discovered that they put the serial number from the RIGHT hearing aid on the new left hearing aid. Aid was sent back again to correct this mistake. After it arrived, again, the audiologist attempted to program the aid and discovered that the serial number on the left hearing aid was AGAIN the same as the right hearing aid. You can't program two of the same hearing aids. So it has been sent back a third time. I have been without this hearing aid since January.

  

  Business response

  04/08/2022

  Better Business Bureau:
  
  TruHearing is working with this customer, the provider, and the manufacturer to resolve this issue.
  
  Thank you,
  
  *****************************
  Associate General Counsel
  TruHearing, Inc.
  

  Customer response

  04/10/2022

   
  Complaint: 16977880
  
  I am rejecting this response because: 
  This shouldn't have happened in the first place, it is a continuation of my original complaint filed in January regarding the warranty provisions.  If the manufacturer can't get this right, the correct serial number placed on a nearing aid, how can I possibly trust the accuracy and performance of my hearing aids?  I am tied to TruHearing through my insurance having no choice as to where I go unless I want to pay top dollar out of pocket.  I have been without the left hearing aid since January...I wear two so have been limping along with just the right hearing aid.  I was offered NOTHING, not a loaner pair, not a demo model, nothing to compensate for being without this aid for so long.  Thankfully, the original provider who fitted me with these aids at the beginning (but is no longer a TruHearing provider - wonder why??) gave me a demo pair to use.  They are getting NOTHING out of this deal just being good business people and taking care of customers.  Needless to say, I am NOT a happy TruHearing customer!!
  
  Sincerely,
  
  ***********************

  

  Business response

  04/15/2022

  Better Business Bureau:
  
  TruHearing has continued to coordinate with the hearing aid manufacturer to resolve this warranty issue, and a new hearing aid is on its way.
  
  Thank you,
  
  *****************************
  Associate General Counsel
  TruHearing, Inc.

  Customer response

  04/18/2022

   
  Complaint: 16977880
  
  I am rejecting this response because:  I have the hearing aid in my possession but it is useless because it is not programmed!  I went today to Clear Audiology to have it programmed and watched him reboot his computer three times trying to get it to work to program my hearing aid.  I spoke to *** on Thursday and she indicated to me that the manufacturer has denied sending a replacement hearing aid with an incorrect serial number.  Their position is that they repaired the aid, not replaced it.  I sat and listened to the entire conversation between the audiologist and tech support at TruHearing both times there was an issue.  Manufacturer did not offer any explanation as to why 2 different audiologists were unable to program this hearing aid.  I don't like liars and someone is lying, either TruHearing tech support or the hearing aid manufacturer.  I have my hearing aid but it still doesn't work after 4 months.  3 year FULL manufacturers warranty should be extended at least!!
  
  Sincerely,
  
  ***********************

  

  Business response

  04/26/2022

  Better Business Bureau:
  
  TruHearing is continuing to work with this individual, the manufacturer, and a local provider to resolve this issue.
  
  Thank you,
  
  *****************************
  Associate General Counsel
  TruHearing, Inc.

  Customer response

  04/27/2022

   
  Complaint: 16977880
  
  I am rejecting this response because: I have received a new hearing aid but it has yet to be programmed.  I have been offered nothing but canned responses to this complaint via BBB.  I have been in contact with a customer service specialist and she has offered apology after apology, is supposed to be paying for the reprogramming of my hearing aid but I have yet to receive payment and it has been over a week.  Some type of compensation for my 4 months without this hearing aid would be in order I would think.  Extended warranty, lifetime battery supply something.  I am still too upset to accept the canned responses I receive from 
  *****************************
  Associate General Counsel
  TruHearing, Inc.
  

   

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

  

  Business response

  05/12/2022

  Better Business Bureau:
  
  TruHearing has continued to work with this individual and has covered the cost of reprogramming and secured a warranty extension from the manufacturer.
  
  Regards,
  
  *****************************
  Associate General Counsel
  TruHearing, Inc.

  Customer response

  05/13/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a set of hearing aids through my insurance, ********** and Blue Shield. Their sole provider for hearing aids is TruHearing. Everything needed to be scheduled through them including the hearing test at a local clinic. TruHearing ordered the aids based on my hearing assessment and I paid TruHearing for the aids, not the local clinic. The aids can with a "full 3 year warranty" according to the information on their website. And the use and care booklet that came with the aids clearly states "Your hearing instrument, with the exception of the battery, is covered by a comprehensive warranty. All covered instrument parts received for warranty service at an authorized service center will be repaired or replaced with new or reconditioned components, without charge, to meet the performance specifications for that model" When I called about a warranty claim, I was told the service center would charge a fee of $125 for process the claim and the manufacturer would charge a $150 replacement fee.!! I understand the service center charging a fee but a hearing test, which requires much more time and expertise, only costs $45 but filling out paperwork is almost triple?? And $150 for the manufacturer doesn't sound like "without charge" to me. I would like to know how much of this $275 is going into TruHearing's pockets because the $150 isn't paid to the manufacturer it is paid to TruHearing! One hearing aid through my insurance plan was only $499 so this repair is costing more than half of a new hearing aid.

  

  Business response

  01/05/2022

  Better Business Bureau:
  
  Each hearing aid sold by TruHearing comes with two warranties: a three-year warranty for repairs and a three-year replacement warranty for loss or irreparable damage to which manufacturer and reprogramming fees apply. TruHearing does not retain any of the fees associated with the replacement warranty for loss or irreparable damage. These fees go to the provider who reprograms the replacement hearing aid and the manufacturer of the hearing aid (through TruHearing).
  
  Because we initially mistakenly thought this customer needed her hearing aid replaced, rather than repaired, we quoted her the costs associated with her hearing aids loss or irreparable damage replacement warranty. We apologize for our confusion. We have notified this customer of our mistake and are working with her and her provider to facilitate the repair of her hearing aid.
  
  Regards,
  
  *****************************
  Associate General Counsel
  TruHearing, Inc.

  Customer response

  01/05/2022

   
  Better Business Bureau:

  I was contacted by the business last night with an apology about misunderstanding my need for a repair due to a manufacturer defect vs a loss or damage.  Although I made my case completely clear, the service representatives that I spoke with still didn't understand my request.  The person I spoke with yesterday apologized for the confusion, indicated there would be some additional training done with their service representatives and arranged for an appointment at a local service center to have my hearing aid looked at.  They are covering the cost of this appointment as well.  I am pleased with this result.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*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. ↩