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Business Profile

Hearing Assistive Devices

On-Site Hearing, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for On-Site Hearing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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On-Site Hearing, LLC has 2 locations, listed below.

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    • On-Site Hearing, LLC

      603 Westview St Traer, IA 50675-1452

      BBB accredited business seal

    • On-Site Hearing, LLC

      PO Box 242 Traer, IA 50675-0242

      BBB accredited business seal

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:03/17/2023

      Type:Billing Issues
      Status:
      Resolved
      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 2022 I ordered hearing aids through On Site Hearing. *************** ********** was billed and paid On Site Hearing for the hearing aids. I have repeatedly contacted On Site Hearing to receive my new hearing aids, and have not yet received them. On March 1, 2023 I contacted *************** to seek guidance and what my rights are. An agreement was made that On Site Hearing would ship me the hearing aids. On March 16,2023 having still not received them, or any communication from On Site Hearing. I again contacted *************** and filed a formal grievance. Case # IC-*******. After 5 months of calling, texting, emailing asking for my hearing aids, I am completely fed up with trying to communicate to receive the product they have long since been paid for. The process will play out with ***************. I still dont have hearing aids or any hope of receiving them any time soon. These are not luxury items, I need them to hear!

      Business Response

      Date: 03/21/2023

      ************ was informed upon making contact with me that I travel within a 50 mile radius of Waterloo and the ********** is well outside this.  I told her that I really would prefer to see her, she wanted to do things via telephone and text and then would meet half way.  I did have an unplanned knee surgery that had made it so I would not drive.  As soon as I was able to drive I contacted her and set up a time to meet on February the 27th around 4:00pm.  I texted her on that Monday at 3:49pm to be sure that we were still meeting with no response.  The I texted again at 4:55pm hoping that everything was ok with her and to let me know when she would like to reschedule.  *************** call in regard to her and I let them know what had transpired and they asked if I would be able to send the hearing aids to her.  This I will be doing within the next couple of days.

      Customer Answer

      Date: 03/21/2023

       
      Complaint: 19614385

      I am rejecting this response because we did have an appointment on 2/27/23 to meet and receive hearing aids. I didnt hear from her until late afternoon, as the meeting place was an hour and a half drive away I needed to know long before so I could make arrangements. I have called and emailed and texted for 5 months trying to get a commitment from her when and where exactly we can meet to receive hearing aids. I was not at all confident in the integrity of her following through with this appointment. The hearing aids were ordered in October 2022, she called in late February to tell me the hearing aids were in from the manufacturer. She has billed and been paid by the insurance company. Completely exasperated by her lack of communication, and lack of integrity to receive the hearing aids. I contacted the insurance company to report these facts. The insurance company instructed her to ship the hearing aids to me on 3/1/23, and to provide me with a tracking number. As of today 3/21/23, I have not received a tracking number or such communication. It does not and should not take 5 months to order and receive hearing aids. My experience with On Site Hearing has left me in doubt of any professionalism, integrity or commitment in providing clients with much needed hearing devices to ensure quality of life. 

      Sincerely,

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

      Business Response

      Date: 04/17/2023

      When ************ contacted me and stated that she lived in ********** and was on ********* I told her that I stay within a 50 mile radius of Waterloo, and that she would be better off finding a provider there in **********.  She indicated that she did not want to see on there.  I told her that the closest that I come to ********** is **********, and that she would need to meet me there.  She indicated that this was not a problem.  I told her that I need to see her.  With more discussion, I agreed to help her and proceeded the process up receiving all the necessary paperwork from her, against my better judgement.  During the process I had to undergo an unexpected knee surgery and was unable to drive.  We texted on February 15 at 3:27 as to getting together to meet to fit her with her aids.  I informed her that I would be in the ********** area on the 27.  She stated that "I can meet you there. I would need to leave work a bit early, then drive an hour a a half.  Are we talking about later in the day?"  My reply " What time do you normally get off work.  I have at 2:30 appointment that will take at least a half hour." Her return " Are you thinking about meeting around 4:00?"  My reply "That will work or if we need to make it a little later so you don't miss as much work we can."  ************ responded "I can take a half a day.  That's no problem.  Let's go with meeting at 4:30 on the 27th.  We can decide where to meet a little closer to that date?"   My response "Sounds like an exce3llent plan!  I am looking forward to meeting with you!" Her final reply that day "I am as well! Take care!"

      On Monday February 27th at 3:49, I texted "Are we still meeting today?" with not response, then at 4:55 "I hope everything is ok with you. Let me know when you would like to reschedule. Take care.  The next time I heard any thing was in at the end of March when a *************** member call to say that ************ filed a complaint.  I explained what had transpired, *************** asked that I just send her the hearing aids.  This I did shortly after.  A second call from *************** stated that ************ confirmed that she got her hearing aids, and that they were closing the case.  They also suggested to ************ that it would be to her benefit to find someone closer to her.

    On-Site Hearing, LLC is BBB Accredited.

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