Complaints

This profile includes complaints for TruHearing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TruHearing, Inc.

  12936 S Frontrunner Blvd Ste 100 Draper, UT 84020-5483

  
• 

  TruHearing, Inc.

  12936 S Frontrunner Blvd Draper, UT 84020-5480

  
• 

  TruHearing

  1600 Golf Rd Rolling Mdws, IL 60008

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.

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  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.

   
  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,
  
  *************************

  

  Business 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.

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  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,
  
  *************************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.

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  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.

  
  
  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,
  
  
  
  **** *******

  

  Business 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. 

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  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:Delivery Issues
  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,
  
  *********************************************************************************** 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.

• Initial Complaint

  Date:08/17/2023

  Type:Billing Issues
  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.