ListenClear

Customer Service talked with Mr. [redacted] on 9/15/2017 and resolved the account. $319.96 will be refunded back to his card on file, and $239.97 will be refunded via paper check. If he has any further questions, he can call Customer Service at ###-###-#### Monday through Saturday from 7 a.m. to 9 p.m....

Eastern.

Mr. [redacted] ordered hearings from ListenClear on 6/7/2016 for a 45-day trial. The hearing aids were delivered on 6/15/2016 (UPS [redacted]0). Based on the delivery date, the trial ended 7/30/2016. The full payment of $1679.76 was pulled from Mr. [redacted]’s account on 7/31/2016.On 11/14/2016,...

almost four months outside of trial, Mr. [redacted] shipped the hearing aids back to ListenClear (UPS 1ZE093Y6[redacted]1). The hearing aids were received within the warehouse on 11/18/2016.We did not hear from Mr. [redacted] until 12/15/2016. He did not contact ListenClear any time during the 45-day trial to state his displeasure with the hearing aids or call to get a prepaid shipping label to send them back.Because he is so far outside trial, we will not be refunding Mr. [redacted]. To resolve this issue, we will be mailing him back his hearing aids.

[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]

To resolve Ms[redacted]’s issue, we will allow a return. We have sent a prepaid UPS return label to her address on 10/23/2017 (UPS 1Z3Y460X9[redacted]) and we will close out her account once the hearing aids are received and checked in. We will also be issuing a refund at that time. If she has any...

other questions, Ms[redacted] can call Customer Service at ###-###-#### Monday through Saturday from 7 a.m. to 9 p.m. Eastern.

Ms. [redacted] ordered hearing aids from ListenClear on 1/16/2017 for a 45 day trial.  The hearing aids were delivered on 1/24/2017 (UPS 1Z2A927W[redacted]2). On 2/19/2017, Ms. [redacted] called in because the model she had from us was not suppressing noise as well as she wanted for her...

busy lifestyle. A Customer Service Representative recommended she try our upgraded model for 30 days to see if there was an improvement. A shipping label was sent to her on 2/19/2017 but was returned to sender on 3/10/2017. On 3/11/2017, another label was sent to Ms. [redacted] to get the hearing aids in for the upgrade (UPS 1Z2A927W9[redacted]). Because of the time elapsed from the 3/11/2017 label creation without us receiving the hearing aids, Ms. [redacted]'s account was charged on 5/1/2017. On 5/4/2017, Ms. [redacted] called in about the charge on her account. She stated that she gave the hearing aids to the USPS, not UPS. A Customer Service Representative let her know that she would be refunded if she was able to recover the hearing aids and send them back to us. Her account was charged again 6/1/2017 and 7/1/2017 because ListenClear still had not received the product and the trial was considered over. Ms. [redacted] never talked to us about returning the hearing aids until this complaint, only upgrading to the other model. The shipping label was finally used on 7/5/2017, almost four months after the label was sent. According to UPS, the hearing aids are scheduled to arrive to ListenClear on 7/11/2017. Because of the amount of time that has passed, we are willing to close the account once the hearing aids are checked into the warehouse, but not issue a refund for the $240.97 that has been collected from Ms. [redacted].

ListenClear uses leads from affiliate companies. Mr. [redacted]'s phone number has already been added to ListenClear's Do Not Call list. Our representatives have not attempted to contact Mr. [redacted] since our initial interaction with him. We have alerted our affiliates to also add Mr....

[redacted]'s phone number to their Do Not Call lists.

[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. They better never telephone me again!!!!! 
Regards,
[redacted]

Tell us why here...We have already provided the UPS tracking numbers for the shipping labels we have sent confirming that they were created. If Mr. [redacted] does not have access to a printer, the only way we can get a shipping label to him is through USPS. After we send a return label from Savannah, GA, it has to travel to the nearest USPS sorting center in Jacksonville, FL. After being sorted there, it goes to its rightful place in the country. This process, and the holiday weekend, can add extra time to a letter being delivered. We advise Mr. [redacted] to be patient.

Complaint: [redacted]
I am rejecting this response because:I used all 3 of my associated phone numbers to contact Listen Clear on multiple occasions between 4/11 and 5/5. If Listen Clear claims that I have made no efforts to contact them during these dates, I am more than willing to provide proof through phone records or other needs. However, I am unwilling to pay for the product because I attempted to contact Listen Clear several times. I left messages and my phone number many times. 
Regards,
[redacted]

Company's response below:Good morning [redacted], I am following up on complaint #[redacted]. Customer [redacted].We have issued a return label and have sent this to his shipping address on file. We have attempted to call him numerous times to notify him of the return label being sent, although we...

have not been able to connect with the number on his file. I just received the letter from you with his correct phone number. (I have not received several Revdex.com notifications now. Can you please make sure all letters are addressed to me and all emails are as well?) [redacted] has not paid ListenClear, due to failed transactions. ListenClear has ceased payment requests from this customer until we receive his return. Once we receive his return, we will close his account. Thank you,[redacted]     [redacted]

Again, we have done everything to accommodate Ms. [redacted]’s hearing difficulty. The solution would be to move back to the Elite model of hearing aids which can support the degree of loss Ms. [redacted] suffers from. An upgrade to another model does not cost the customer anything, nor does the shipping. Because there was a period of three months between the payment of the hearing aids and the first problem, we doubt the hearing aids are causing the issue. No refund is due. If Ms. [redacted] is skeptical of the Elite’s remote, she can still use the hearing aids without using the remote. If she would like to move to the Elite, please give Customer Service a call: ###-###-####. They are available Monday through Saturday from 7 a.m. – 9 p.m. Eastern.

[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]

After receiving the Revdex.com complaint, Mr. [redacted]'s ListenClear account was reviewed by management. Mr. [redacted] should have received a full 45 day trial with the upgraded hearing aids he received on 1/31/2017. His new trial should have ended on 3/17/2017 instead of 3/2/2017, the date he was given by...

Customer Service. Mr. [redacted] called into Customer Service on 3/16/2017 to return the units but was told he was outside trial and unable to return. On 3/30/2017, a Customer Service representative called Mr. [redacted] to apologize for the situation and offer a shipping label to return the hearing aids. Once the hearing aids are received and checked into the ListenClear warehouse, he will be refunded the total amount of $159.98 that was withdrawn from his account

The product was received and accepted for return. A refund was issued to this customer on 11/10/16. This case has been marked closed.

Complaint: [redacted]I am rejecting this response because Listen Clear alleges that I have not made any attempts to contact them on April 11, 2016. I have made several calls from my cell phone ([redacted]), my work number ([redacted]), and my home number ([redacted]). Please arrange for them to check their records to see how often I have called. If necessary, I will provide screenshots from my cell phone to prove my claims. I am rejecting this response because Listen Clear is not doing anything to help resolve my issues and is accusing me of lying. In addition, as stated earlier, I just want to return my product to Listen Clear as advertised.Regards,[redacted]

ListenClear has investigated this matter and discovered the following:   The customer purchased on 12/2/2015. The sales call was evaluated and the customer agreed to the terms and conditions that were spelled out in detail by the representative. The representative even explained to the customer...

that he must call by 1/25/16 to request a RMA to be subject for return. The call log history has been pulled and there are no calls within the time frame the customer claimed that he requested a RMA. A RMA was never approved by ListenClear. ListenClear requests labels through [redacted]. The customer sent the hearing aids back through [redacted], which is not our carrier nor was it sent during the return period. The unauthorized return arrived 3/9/16 (outside of trial).   In conclusion, the customer agreed to the trial terms and was aware of the return policy. The customer did not request to return in the allowed time frame and is responsible for their purchase.

ListenClear has opened a case and discovered that there is no voice mail history of the number provided by the customer ([redacted]). The customer claimed they tried to reach us after 4/11 the date in which they could return without a 10% restocking fee. That last call we have recorded from the...

customer was on 3/26/16. During that call the customer was wanting to return, but had not reached the 21 day mark to that point. The customer received the units on 3/21/2016 and wanted to return 5 days later. The customer service representative clearly explained to the customer to call us on 4/11 so that we would be able to return the product without any penalty to which the customer acknowledged and understood. What we have discovered through our call recording system is that we have not had any other contact with the customer and he has not attempted to reach us since 3/26. If the customer can provide another number that he may have called in on I’ll be more than happy to check on that to make sure we are following protocol.  According to the number provided. The customer has not attempted to contact us since 3/21/16.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your help.
Regards,
[redacted]

[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 I returned the hearing aids and I am not paying for something which I not longer possess, I will not be "extorted" to pay $1,799.00 or have my credit rating tarnished for non-payment.  This is consumer fraud, Listen Clear is trying to strong arm me into paying. 
Regards,
[redacted]

[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:customer support had PROMISED a refund when merchandise was returned  it's the companies fault that it did not specify at time that said refund would not be issued, I will continue to unresolve  this issue without some form or reimbursement  if you want to continue to deceive further patrons than maybe state a length of time that said refund would not be issued.  I was told to return the merchandise for a refund of monthly payments and that is what will resolve this issue! At this point I will take half of refund owed to resolve said issue  but no refund is not going to happen as it was promised to me by your customer support!
Regards,
[redacted]