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Complaint Details
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Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
June 27th and June 28. I called the customer service number for this company asking for a return phone call because I have been having problems with my hearing aids which I purchased from Yes Hearing. Calls were made that his company and there were no return phone calls. Theyre being told someones gonna call me right away. contacted my service representative via text message in about a half a day later on Friday, June 28 she got back to me via text message saying she scheduled an appointment with a hearing specialist for a fitting for June 29, 2024. Unfortunately, I was not able to attend this evaluation and since that time Ive been sending text messages and emails to various people toreschedule the evaluation as directed by the audiologist since since June 29, Ive been sending daily text messages and emails and Ive never heard from the company again. I believe my hearing aids are still on the warranty and theyre not working properly as I hear people talk on cell phones and one hearing turns on and off sporadically throughout the day, making it pretty much dysfunctional and unusable. Prior to purchasing the hearing aids, I explained to whom effort of the problems I had with my prior company providing me hearing aids, and they assured me that their company is nothing like the service I got from Lucerne Hearing. Seems to turn off their service from Yes Hearing is worse than the service I received before.
Business response
07/03/2024
Hi ****************,
We apologize for the delay due to an unexpected illness of a team member. This team member is back today and said she has reached out to you and has scheduled a new appointment for you. Please let us know if there is anything else we can assist with.
Thanks,
*********************, AuD
Customer response
07/06/2024
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 and the matter has been resolved.
Sincerely,
*******************
Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned the Phonak hearing aids to YesHearing way before the 45days were up total amount for hearing aids were ******* when I first talked to them over the phone they said ****** down then I had 45days to try them out and if they were not for me and I would get the ****** back as long as I returned before the 45 days I got then on 5/13/2024 and returned them on 5/30/2024 when I called them to cancel and told them I wanted to return the hearing aids the hit my credit card account for ******* I did get the ******* back but not the ****** I do not feel like this is a good faith company they are making money off of you whether you keep the hearing aids are not I would not recommend this company.Business response
06/13/2024
*******************,
Thank you for your bringing this to our attention. Whenever issues like this are raised I pull all of the calls associated with the sale to ensure we followed our standard process and explained that we do have a $199 fee that is retained following a successful fitting. That said, in your call the sales representative clearly stated that the $199 would be refunded if you decided to return. Because of this, I am more than happy to refund that to you (and expect that refund should begin today - so give it a few days to reflect on your statement).
I have spoken to our service team as well, reminding them to raise these concerns sooner so that we can investigate and more quickly resolve the issue for a customer. To that end, I also want to apologize for the time you had to spend here!
Best,
***************************
Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The date of the transaction was May 15, 2024 Amount paid to the business: $199.00 The business committed to deliver a set (2) of hearing aids The dispute is, my insurance *** refused to pay for the claim, because the provider was not in network Last contact I had with them they said they would provide me a return sticker and would keep the $199.00 as a restocking fee. They made a big point about their return policy (45 days). No mention of any restocking fees.Business response
06/12/2024
**************,
******** mentioned she spoke with you today, but that you hung up abruptly preventing her from addressing your concern.
We do charge a $199 restocking fee after a fitting has been completed. This offsets the cost of the care provided. It is listed in the delivery agreement that you were provided (copy of that section is provided here). That said, whenever there is a concern raised that we were not clear with this policy I review all of the calls had with the sales team. In your case, I would agree that this policy was not effectively communicated - so I would be more than happy to refund you the full amount (including the restocking fee) once the hearing aids have been returned. Please keep an eye out for the return label which should arrive by email tomorrow.
Last, I will have a conversation with *****, who you purchased with, to reiterate the importance of explaining this policy for future customers.
Please let me know if you have any questions or concerns.
Best,
***************************
Initial Complaint
04/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased Hearing Aids for $3,900.00 Feb 2024. I was approved by Yes Hearing to return them and did so in the allowed time window. I was told ** get a refund within 5 days of them receiving them. Yes Hearing got them on April 11, 2024 I have NO refund. I have called they do not return calls I am owed my refund!Business response
04/18/2024
Hi **************,
I have reviewed your account and our records indicate that your refund was processed and issued today (4/18/2024 at 10:59 am). Depending on your financial institution, this can take approximately 5 business days to post to your account. We apologize for the delay. This matter should be resolved as soon as you confirm you have received the funds.
Thank you,
*********************, Au.D.
Head of Patient Experience
Yes HearingInitial Complaint
02/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I'm trying to get a refund for my returned hearing aids. They received the return on January 30th (I have the ***** info). I've called 4 times, always with a promise that someone will get back to me, but no one has. I've emailed my sales person and the person who sent the return paperwork. I just want my money back.I returned them because the company couldn't provide a hearing test, which was something they advertise.Customer response
02/21/2024
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 and the matter has been resolved.
Sincerely,
***********************
Initial Complaint
10/02/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Cannot get anyone to return a call to get service on both hearing aids & the financial contract I signedBusiness response
03/20/2024
We have sent this patient his superbill and are working to send all needed supplies.Initial Complaint
09/12/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Paid $2,250.00 for hearing aids on 8/15/2023. Have not been advised when I can expect delivery and today I couldn't even get anyone on the phone. I'm giving up and want my money refunded.Business response
09/14/2023
We have reviewed this patients complaint. We were able to schedule her appointment for tomorrow, 9/15/2023. She should be fit with her devices then.Customer response
09/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Unfortunately Yes Hearing did not comply with the promised visit on 9/15 but only called 5 minutes before the scheduled visit to say they did not have the equipment. So the complaint still stands. Claim ID ********.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Customer response
09/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
After waiting on too many empty promises, I request a full refund.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Business response
10/20/2023
Hi **************************,
Because you disputed the charge, you were not charged for the devices and therefore, no refund is required. We apologize that you were not happy with our services and would welcome the opportunity to work with you again in the future.
All the best,
Yes Hearing
Initial Complaint
09/06/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a pair of hearing aids from Yes Hearing and took possession of them on July 15, 2023 when they were delivered to me by the audiologist contracted by Yes Hearing to perform my initial fitting/ programming. I experienced difficulties with the devices from the start ( squelching, squealing, and improper fit of the right device) and relayed those issues to the audiologist which were to be addressed at our follow up appointment on August 19. On August 7 my puppy chewed the left hearing aid and I ordered a replacement for $350. Replacement info is listed in the Repair and Damage section of the signed agreement on page 1. Before the scheduled follow up visit with the audiologist I decided the devices were too annoying and aggravating and decided to return them. I contacted Yes Hearing on August 17 to notify them I was returning the hearing aids within the ******************************** the agreement on page 1 under Delivery and Returns. I spoke with ***** and she emailed my return labels and our return was approved. On August 30 I received a text message from the audiologist stating that ****** would not accept our return. (Yes Hearing is a distributor for Phonak which is the brand we purchased from Yes Hearing). I contacted Caity and was informed that when you use the Loss and Damage claim with the manufacturer, the device can no longer be returned. As I stated to ***** in my reply email, no where in our contract with Yes Hearing was this ************* policy presented to us. Nowhere was it stated in our contract that damage to a device ended the trial period or that returns must be an original pair. Our contract was with Yes Hearing and not Phonak. It seems that the right hearing aid may be returned for possible credit, but the replaced left device will not be credited. **************** response has been sporadic and unclear, leaving us apprehensive about return for full credit.Business response
09/14/2023
We have reviewed the complaint and the patient has been refunded.Customer response
09/18/2023
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 and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
07/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a pair of hearing aids through Yes, over the phone. The charge was ***** I was promised they would be delivered by a professional audiologist in my home. 4 weeks and multiple emails and calls later, I received a pair of hearing aids that were sent via **** I was told the provider wasnt answering Yess request to personalize and fit the hearing aids. I was told to wait and see if he would respond. I sent the hearing aids back to Yes Hearing after realizing my 45 day trial was about up and I would literally have brand new dud hearing aids zero audiologists want to program for me. I am now waiting for my *****.00 charge to be credited back to my care credit account. So very disappointed with this company.Customer response
07/19/2023
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 and the matter has been resolved. Yes Hearingcalled me promptly and resolved all issues.
Sincerely,
*******************************
Initial Complaint
02/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
YES Hearing could not deliver hearing aids as promised due to poor product availability and little to no training of their hearing aid specialists. After three tries I canceled the order. In the meantime, YES Hearing opened a Synchrony credit account in my name without my consent and without my signature to pay for the hearing aids. When the order was canceled, YES Hearing did not return the funds to Synchrony and now I am faced with threats from Synchrony for non-payment. To date, YES hearing has shown little interest in resolving this matter.Business response
03/02/2023
Hi there,
We have now resolved this matter with the customer and we have taken care of his refund, it was never processed. I spoke with him and he was happy that everything was taken care of and I confirmed he got the refund confirmation as well. This issue has now been resolved.
Thanks,
***
Customer response
03/03/2023
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 and the matter has been resolved.
Sincerely,
*******************
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Get a QuoteCustomer Complaints Summary
14 total complaints in the last 3 years.
7 complaints closed in the last 12 months.