Complaints
This profile includes complaints for TruHearing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 26 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/06/2025
Type: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.
True Hearing staff does not return phone calls. True Hearing made an appt. for me at an audiology clinic. For reasons not related to this issue, I had to have them schedule an appt. at a different clinic. They have to make the appt., I can't do it. I called them back numerous times. I have made over a dozen calls, left messages, but only had a response once. Finally, they ended up making a new appointment for me but at the wrong clinic. I received an email with the wrong clinic. Again, I have been calling them since 2/3 leaving messages (4) telling them the right location. No call back, no contact from them. Their lack of customer services is extremely frustrating. There is no email address to contact them.
Business Response
Date: 02/11/2025
02/11/2025
TruHearing response to * *********
BBB,
TruHearing has ensured that the proper coaching has been applied to agents involved. TruHearing has reached out to apologize and ensure the member was taken care of. If the member has any additional needs the member may contact TruHearing at ************.
***** *******
Grievance CoordinatorInitial Complaint
Date:01/31/2025
Type: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.
Ordered hearing aids through my hearing provider on 11/27/24. I was required to pay TruHearing $1,700 (50%) or purchase price. Numerous attempts were made to prove to TruHearing that all of my max out of pocket and deductible had been meet and the hearing aids would be covered at 100%. Finally, on 1/8/25, Tru hearing submitted the claim to my insurance in the amount of $3,400. TruHearing provided a "discount" of $1,400 for a total of $2,000, which Blue Cross paid at 100%. I am seeking the return of my $1,700 that TruHearing has had the benefit of using for over 60 days and refuses to return. They claim that it takes 30 days or more to get the paperwork from the insurance company, in a day and time in which electronic records are transferred back and forth in seconds. Messages have been left without being returned. I sent an email to TruHearing on 1/13/25 informing them of my overpayment and per their disclaimer, they are to refund overpayments within 7 days.Business Response
Date: 02/04/2025
TruHearing is bound to utilize the benefits provided to members by their Health Plan in the way it is verified and provided to TruHearing. When benefits differ between what the member understands as a benefit and what has been verified through calls from TruHearing to the Health Plan, TruHearing must resort to the benefit verified and provided to TruHearing. Once a Health Plan pays the claim, if there is additional money paid on t he account, TruHearing verifies the amount with the Health Plan for accuracy and pays any overpayment back to the member once verified. If a member has not been refunded any of the funds paid for an order, this would mean that TruHearing has either not received payment from the Health Plan, or it is still in review for accuracy. If a member would like to know the progress of a claim within this process, a member may call TruHearing at ###-###-#### and request a status report of the claim.Business Response
Date: 02/05/2025
TruHearing is bound by the communications between Health Plans and TruHearing. The process that was shared in the previous response is the same that must be followed. Once funds are sent to TruHearing, TruHearing must resolve any discrepancies with the Health Plan before refunding any monies back to members. This process is performed through communication with the Health Plan, and is limited to the timing utilized through the Health Plan when making determinations and payments by the method that is chosen by the Health Plan.
If a member is wanting to contact TruHearing to discuss claims, the member may call the aforementioned number and request to speak to the TruHearing Billing/Insurance department. The claim information and status of the process may be divulged upon request.
Customer Answer
Date: 02/05/2025
Complaint: 22882433
I am rejecting this response because: TruHearing has no interest in helping a customer. They simply refuse to take any steps to resolve this issue and intend for me to wait for however long it takes to refund my monies. I will move forward with other resources in order to secure my $1,700.
Sincerely,
William DavisInitial Complaint
Date:12/20/2024
Type: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.
November ******* had hearing test by *************** month later and no hearing aids. I have no fault with the above local providers but they are subject to working with TruHearing. I hold TruHearing responsible for the long delay. I have called TruHearing to try to move things along. First they said they were waiting for ********** so I called ********** and paperwork had not been submitted. After getting paperwork myself and sending it to them once again a waiting period and they said they sent order to resound hearing. I then contacted Resound home office and they looked for paperwork and said they made my ear molds and sent them but hearing aid order was not received. Resound typically sends hearing within 7 days of receiving order. December 20, 2024 and I still dont know if TruHearing has sent orderBusiness Response
Date: 12/23/2024
TruHearing works with a number of plans and programs that create different processes for members to follow when ordering hearing aids. Some of these plans have something called a "prior authorization" process that can delay orders until the Health Plan or partner approves the order as something that meets the criteria set up by the partner or plan. Typically this is discussed previously, and members are made aware of this process and the possible delay in receiving the order for fitting. If a member has any question about the delay in process and what may be causing this delay, the member may call TruHearing to discuss and be advised of the status. TruHearing agents may be reached at **************.Customer Answer
Date: 12/30/2024
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
Date:07/16/2024
Type: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.
Someone needs to get out of Bed!! you see i will leave Humana because of the mess you all have.h46272052Business Response
Date: 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 Answer
Date: 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
Date:07/05/2024
Type: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 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
Date: 07/11/2024
TruHearing has been in contact with the member and have help solve the situation.Customer Answer
Date: 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
Date:05/09/2024
Type: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 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 issueBusiness Response
Date: 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 Answer
Date: 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 backIf this does get resolve i will have my lawyer go thru the next process because this is definitely unfair.
Sincerely,
**** *******Initial Complaint
Date:02/15/2024
Type: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.
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
Date: 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
Date:02/07/2024
Type: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.
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
Date: 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 Answer
Date: 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
Date:08/17/2023
Type: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.
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
Date: 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
Date:03/28/2023
Type: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 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
Date: 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 Answer
Date: 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
Date: 04/12/2023
TruHearing has been in contact with the member and supplied a few solutions for the member.
*************************
TruHearing
GrievanceCoordinator
Customer Answer
Date: 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,
*******************************
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