Complaints
This profile includes complaints for TruHearing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 29 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:07/18/2025
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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23620522, and find that this resolution is satisfactory to me.
Sincerely,
******* ******
Business Response
Date: 07/21/2025
When members of a partner/health plan that utilizes TruHearing for the hearing benefit are interested in utilization, it is recommended that members call TruHearing to discuss the coverage and available providers in the area. The numbers provided by these partners, and on the TruHearing website, are directed to the TruHearing headquarters in Draper, Utah for the call center agents to assist in scheduling and advising of coverage after verification of benefits. The reasons TruHearing is used to schedule members on initial appointments is due to the multiple reasons outlined below:
1. The provider network is constantly changing with providers and clinics that are joining and leaving the network for various reasons. Calling in ensures that members are scheduled with a current, in-network provider that is able to utilize the offered benefits, as some providers within the network also are capable of seeing specific plans that have additional requirements.
2. Having TruHearing schedule the initial appointment for examination and fitting allows members and providers to coordinate benefits, in an effort to minimize incorrect billing. This is because the partnered providers and clinics in the TruHearing network do not solely see members of TruHearing, and members who are not scheduled through TruHearing may be seen as a "private-pay" or "walk-in" patient, being subject to clinic pricing.
3. TruHearing ensures that members are aware of the included benefits, copays, pricing, etc. so that members are aware if anything different is being offered by the providers/clinics.
Once the initial examination and consultation appointment is attended, members are able to schedule directly with the clinic moving forward, until another exam appointment or consultation appointment is needed for new hearing aids. If a specific provider is desired, or if an offered clinic does not meet the requests of the member (for distance, previous experiences, etc.), members may request alternate options from TruHearing wherein TruHearing is able to look into the clinic options to discuss with members.
If members desire to schedule without the assistance of TruHearing, it is recommended that members call TruHearing to find the clinic options to look into, and that members mention to the clinic that benefits are offered through a partnership with TruHearing, so that the clinic can still refer the member in to the TruHearing system for ordering and utilizing the benefits. Calling for the available clinic(s) would still be necessary, due to the everchanging network options.
Initial Complaint
Date:05/11/2025
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.
I have bought 3 pair of hearing aids from this company every time my insurance allows. The office I went to was only 8 miles away from my home. In that time I saw 4 different audiologists. The office is no longer there. Living in Maine there are only 3 choices to go to. NONE of them close by. I’ve had to work on my hearing aids myself out of desperation. One very nice woman I was finally able to reach tried to be helpful. She spoke with someone that she said would actually come to me. I was told someone would call the next day. I waited all day for a call that did not come. I desperately need them when I’m around my grandkids, which I am now, in Maryland. I actually hear better without them as I don’t get the echos! I feel at a loss! I’m allowed another pair in a year or so from my insurance company. I will NOT buy from Truhearing ever again. I do not feel I should not have to pay for repairs or to simply get them working properly. No one bothered to show me how my blue tooth hearing aids work.Business Response
Date: 05/14/2025
Support is provided throughout the ordering and maintenance process for members, including multiple follow-up opportunities to address reported issues with an in-network provider. Additional service is often needed and offered throughout the experience, as is the ability to utilize an included three-year, extended manufacturer warranty.
The products offered by TruHearing meet established industry standards and include technology designed to support a wide range of hearing needs. A trial period is offered to allow individuals to evaluate the product and make adjustments as needed. After the conclusion of the trial period, support is still available for concerns related to performance or usability through an included year of covered services with the fitting provider. Options for alternate providers are given for continued support, if there are any failures reported to TruHearing regarding the fitting provider. TruHearing remains committed to assisting with any further questions or support needed, and strives to ensure a positive experience with our services for all members.Initial Complaint
Date:05/10/2025
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.
Purchased hearing aids from Tru-Hearing. Right hearing aid failed within 30 days. Absolutely no one answers their phone line or responds to emails. Upon texting or calling, client recieves a template response, always identical and no human ever follows up. I do not even know how to return them or to whom. I am still within the 60 day trial period. I would not want to keep them even if they fixed them at this point as they demonstrate a total lack of care or responsiveness to their clients after the sale.Business Response
Date: 05/14/2025
Member's who are having difficulty reaching a provider can speak with TruHearing to receive assistance in contacting the provider or in looking for alternate providers in the area for services.Initial 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.
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,
***** ******Business 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 **************.
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