ListenClear

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Mr* *** ordered the hearing aids on 1/10/They were delivered on 1/19/to start his 45-day trial (UPS 1Z2A927W***2)His day trial ended on 3/4/Mr* *** called to return on 3/18/but was already outside his given trial periodOur “Batteries for Life” program is
detailed in the paperwork Mr* *** received in his original packageMembers receive a month supply of batteries each month but they are responsible for $shipping and handling per monthThe program is optional and can be started or cancelled at any timeOtherwise, the batteries can be found in most stores and onlineA Customer Service Representative informed him about the program in detail on 11/3/Because we are over a year and eight months past the 45-day trial, we will not be closing the account nor accepting a return

The hearing aids were not returned in a reasonable amount of timeThere was no mention that you wanted to return the hearing aids for credit until four months after the label was deliveredThe original arrangement was supposed to be an upgrade to the Elite model, like what was discussed on 2/19/Under your reasoning, a customer could return a year after receiving a shipping label and should be refunded if no length of time was mentionedNormally, in this circumstance, we would mail the hearing aids back to you and continue to bill because the day trial is overTo resolve the issue, we have closed the account and will stop future charges

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Listen Clear has several erroneous facts. I spoke with a representative when I received the hearing aid. They told me how to set the hearing aid up and I followed their instructions. I lost the hearing aid on the very first day of wearing it.  It was too small and it kept coming out of my ear. All day long I had to constantly readjust it. Not only that it sounded like a microphone that needed to be adjusted. It was very uncomfortable and it made me feel very self conscious. When I called Listen Clear I told them I wanted to return the hearing aid. They told me if I returned it at that time they would charge me a  10% restocking fee.  They told me to give it one more try. So I waited for them to send a label so I could return it. I returned as soon I received the label. I did not received the new hearing aid until after the trial period. I called Listen Clear and told them that I did not want to keep the hearing aid. They said I had to keep it because the trial period had past. I told them I would not be using it and I would not pay for it. They insisted that I must keep the hearing aid and pay for it. I told them that I would not use it or pay for it. They kept calling me to ask me about payment. I stopped taking their calls. They said: " In order to settle this situation, ListenClear has sent Ms. [redacted] a UPS return shipping label (UPS 1Z3Y460X9[redacted]). Once the hearing aids are checked into the ListenClear warehouse, Ms. Muhammad’s account will be closed." The problem with that is I NEVER received that shipping label. If I had I would have returned the hearing aid IMMEDIATELY! So they must send me the shipping label so I can return the hearing aid.Regards,
[redacted]

Mr. [redacted] ordered the hearing aids on 9/29/2017 for a 45-day trial. He received the hearing aids on 10/6/2017 (UPS 1Z3Y460X[redacted]1). The only time Mr. [redacted] called to return was on 10/24/2017. He was transferred to the Resolutions Department. The Resolutions Representative offered Mr....

[redacted] a discounted price for the hearing aids since his insurance refused to pay for them. Mr. [redacted] informed the Representative that he had to discuss the mentioned price to his wife and would call back to accept or deny the offer. Mr. [redacted] did not attempt to call back. His 45-day trial ended on 11/20/2017. The first attempt to charge the account occurred on 12/4/2017. A Collections Representative called Mr. [redacted] on 12/7/2017 to retrieve the payment. Mr. [redacted] claimed he was waiting for a shipping label, but he was already aware that a call was needed from him to complete the return. Because he has kept the hearing aids past the 45-day trial, we are unable to complete a return.

The customer purchased a pair of ListenClear hearing aids on 2/16/2016 with a $0.00 charge due upon order. The sales call was pulled from our historical database and the customer verbally agreed to the FDA waiver, a 10% restocking fee if returned prior to 21 days and an after trial...

payment agreement before the completion of the sale.  The customer called on 4/18/2015 to return the hearing aids (4 days post trial period) and the representative told the customer that they were past trial period and would not be subject for return.   Without the consent of ListenClear, the customer returned the hearing aids.  Per the waiver read before the completion of each sale, every customer must verbally agree to the payment terms if they are to keep the product(s) after the allowed trial period. This customer agreed to the terms and all company procedures were followed correctly.  According to our investigation, ListenClear performed all the necessary procedures and there is no issue, nor refund, to be resolved.

Mr. [redacted] ordered hearing aids from ListenClear on 6/2/2017 for a 45-day trial. The hearing aids were delivered on 6/9/2017 (UPS [redacted]). Two ListenClear representatives left messages on the ###-###-#### phone number on 6/6/2017 and 6/12/2017 with contact information. The 45-day trial...

ended on 7/24/2017. Monthly payments for the hearing aids started on 8/1/2017. Mr. [redacted] did not contact ListenClear after the initial sales call until 1/17/2018. Since Mr. [redacted] would have been six months outside of trial by that time, ListenClear will not be allowing a return. As of 2/8/2018, Mr. [redacted] stated that the hearing aids were still in his possession. ListenClear has not received any hearing aids from him. Payments will continue.

Mr. and Mrs. [redacted] ordered two sets of hearing aids for a 45-day trial (beginning from the date of delivery) on 12/2/2016. The hearing aids arrived on 12/9/2016 (UPS 1Z2A927W[redacted]9). The 45-day trial ended on 1/23/2017. During their trial, they decided to return one set of hearing aids. They...

paid for the remaining set, in full, on 1/31/2017. On 5/4/2017, Mrs. [redacted] called to get her hearing aids reprogrammed to her hearing test. Her audiogram shows that her left ear experiences up to a 75% loss in hearing. We programmed the hearing aids to her audiogram and they were delivered back to her on 5/25/2017. Because of amount of loss in the left ear, the high frequency setting had to be set dramatically to accommodate. This can lead to feedback if the volume is adjusted too high on the device. On 8/2/2017, a Customer Service Representative offered to move her to our more advanced model, the Elite, that can handle such a frequency setting. On 9/21/2017, Mrs. [redacted] called in to talk about her experiences with the Elite. There was no indication she was having an issue with the feedback at that time- only that she didn’t like carrying a remote. The Customer Service Representative coached her through how to use the model’s remote but Mrs. [redacted] decided to move back to the original model because she didn’t want a remote. We would be happy to move her back to the Elites, which can handle the setting she needs, or decrease the high-frequency setting in her current left hearing aid to help with the feedback issue.    We have repeatedly offered to accommodate Mrs. [redacted]’s loss and she is nine months past her 45-day trial. No refund will be issued.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

With regrets I am accepting their response . I will however contact them again and get the Elite model and try again. In all fairness it is my fault for believing in the company and it will be a lesson learned for me and anybody else I happen to tell. I am truly sorry for their lack of compassion. Offering me a up graded pair still doesn't help my hearing loss. I should have know better. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. 
Regards,
[redacted]

This customer was sent a refund check on 10/24. ListenClear attempted to call today, 10/31 to provide the check number. We will call again to confirm the customer is aware of their refund.

Mr. [redacted] ordered hearing aids from us on 4/20/2017. He agreed to our terms of contract which include a 45 day trial from the date of delivery and a minimum trial period of 21 days. If he returned the hearing aids before 21 days from the date of delivery, there would be a 10% restocking fee of...

the total price. This is in place so the customer gives an adequate amount of time to trying the units because new hearing aid wearers can find them hard to adjust to. We confirmed in his sales call that this information was relayed to him.  The hearing aids were delivered on 4/26/2017 (UPS 1Z2A927W[redacted]6). For returns, we only require a phone call between the 21st and 45th day of trial - in Mr. [redacted]'s case, between 5/17/2017 and 6/10/2017. We received a call from him about returning on 5/17/2017. Because he fulfilled his side of calling between those two dates, we have sent two return shipping labels, via USPS, to his address: [redacted] 
[redacted] The labels are UPS [redacted]. After receiving this complaint, we also emailed a UPS label to his given email. This label is [redacted]. Mr. [redacted] has not been in danger of being charged or "trapped" into a contract with us. We are confident that, if he has given us the correct contact information, he will receive both physical labels and the electronic label from us. Memorial Day being this past weekend might also have a delay effect on the physical mail.

Company's response below:[redacted], Below you will find our investigation to this complaint case. Customer was given a 45 day trial from the date of delivery (8/8/2016) which ended on 9/22/2016. He was mailed a copy of the verbal waiver he agreed to on 8/3/2016 at his request, so he was aware...

of the terms verbally and in writing. When contacted by the collections department about payment on 9/23/2016 after his first payment declined, his [redacted] asked for some time to put money in their account to cover payment. When the collections department contacted the customer on 9/27/2016, he stated that they had sent the hearing aids back two months prior but couldn't provide tracking information for said package. We do not have any calls from the customer in between the original order date and the end of the trial. We do not have his hearing aids at our facility. Our waiver plainly states that, if a customer wants to return they have to call us to request a shipping label before the end of their trial, which the customer did not do. The collections department tried to help the customer by offering him the option to only pay a restocking fee instead of paying the $1679.76 that he owes us. To our knowledge, we never received the unauthorized return and the collections department will continue to try for payment. Please contact me with any further questions.[redacted]

ListenClear has reached out to the customer regarding their order and he has a new point of contact who is working with him to resolve any issues.

Mr. [redacted] ordered the ListenClear 45-day hearing aid trial on 5/3/2017. The hearing aids were delivered on 5/9/2017 (UPS 1Z3Y460X[redacted]7). His 45-day trial ended on 6/23/2017. On 6/27/2017, a Customer Service Representative, [redacted], talked to him about the hearing aids and payment....

They agreed to move the payment date to 6/30/2017 and updated the method of payment on file. On 6/30/2017, our system automatically tried charging the card on file at 3:26 a.m. and the payment declined. [redacted] called Mr. [redacted] around 12:13 p.m. that day to inform him of the decline and Mr. [redacted] asked to have the card tried again. The second try, at 12:31 p.m. on 6/30/2017, also declined. It was not until 7/7/2017 that the payment was approved. The other charges Mr. [redacted] sees on his account are attempts for the payment owed, but were declined. Like all bank holds, these fall off within a few business days. If he was charged an overdraft fee from his banking institution, and can provide information showing that it was our charge that caused the overdraft fee, we will reimburse him. Mr. [redacted] has since talked to a Credit Department Manager about his situation.

Company's response below:Good afternoon [redacted], After three attempts in sending the customer a return label, the customer finally received a label created on 2/10 and the return package is scheduled to be delivered to the warehouse on 2/16. Once received, the account will be closed. We are...

working to close the account without a restocking fee or any further payments. [redacted]

We listened to the sales call between the Sales Representative and Mr. [redacted] on 12/2/2016. Mr. [redacted] was quoted, and agreed to, $960.00 for one hearing aid on a $40.00 a month payment plan. He also agreed to the optional warranty coverage. Instead, Mr. [redacted] was sent a pair of ListenClear...

hearing aids. Because of the discrepancy between the conversation and the order placed, we will accept the hearing aids back and close the account. We will be mailing Mr. [redacted] a prepaid shipping label to get the hearing aids back.

Company's response below:In regards to Mr. [redacted]'s complaint: On June 9, 2016, Mr. [redacted] called in to request a repair because his right unit turned on and off intermittently. When we received the unit back on July 1, 2016, our warehouse department concluded that the reason for the issue...

was a wax blockage interrupting the sound. We recommend cleaning the hearing aid tips once or twice a week with soap and water to keep the opening clean and free of debris. When Mr. [redacted] called in on July 14, 2016, a week after receiving his repair, he reported the same problem happening again. A representative tried explaining this procedure to him so the issue would stop happening. The representative also offered new receiver wires to mitigate the issue, bypassing the need to clean his current ones. Mr. [redacted] was focused on getting a refund and refused this information and the offer for new receiver wires. On August 3rd, 2016, Mr. [redacted] called in again to try to get a refund for the continuing issue, and was told again about his options to clean the units, receive the new receiver wires, or send the unit in to be repaired. The repair, the receiver wires, and the shipping would be free and covered under his given standard warranty, which expires on 12/30/2016. A representative sent him a prepaid label on 8/3/2016 for the free repair. As per his request, a supervisor called and left Mr. [redacted] a message on 8/3/2016. As of 9/13/2016, the prepaid label has not been used so we have not been given the opportunity to fix his issue. Cleaning the unit is an integral part of the hearing aid's success and his given warranty allows us to fix issues as they come up. Because we have offered all of these free services to fix the issue, we will not be refunding the account.   
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I expect a full refund of the applied to the credit card that was charged for the device.  I am very pleased to read they will take back their product. I would like to know when they plan to reinburse the credit card charged for the total of 239$?  Thank you in advance for your work and cooperation, 
Regards,
[redacted]

On behalf of ListenClear, I would like to resolve this issue. As company policy and procedure, our employees are instructed to only accept returns within the designated time frames. Returns not initiated prior to the end of the 45 day trial period  (yours was on 12/30/15) result in full payment...

of the product. Although, due to the circumstances and investigation of the situation, we would like to refund your payments made after your return attempt on February 23, 2016 (56 days post trial period).1st payment Feb 29th for $99.992nd payment scheduled March 29th for $99.99A customer service representative will be reaching out to you to confirm your repayment.Thank you,[redacted]Communications Director