TruHearing

I have been a hearing provider at Truhearing (TH) for over 15 years, during which I have watched it's customer service go in the toilet. For instance, I have an impoverished elderly woman who had to borrow money to buy TH hearing aids.

Those aids failed to take a charge after 3 years use. Because she is in cognitive decline, I stepped in to help. I sent those aids back to TH for repair. The aids they sent have bad intermittent distortion.

According to the repair paperwork they have a new warranty date till May 2025. The TH rep refused to honor that warranty, even after I submitted a copy of the repair invoice bearing the warranty date. I told her that this customer is elderly and confused. That did not matter one bit!

TH could not have cared less. TH is a greed driven entity, nothing more.

Many of my patients have informed me that their calls to TH (because of failures) go unanswered. What compounds the problem is that TH branded aids are made by Signia. Signia and TH are both owned by Sonova, a multinational corporation.

Many health insurance plans include the TH discount plan whose prices aids are low. In my experience, those devices are pure garbage.

So, be prepared for plenty of problems with Truhearing branded devices. Regardless, I am here to help if I can.

I have been a hearing aid provider at Truhearing for over fifteen years during which I have watched their customer service worsen. My patients often tell me that Truhearing (TH) does not respond to their complaints, by not calling them back.

With their purchases TH includes lot's of paperwork announcing how great TH is. But, in reality, TH has no interest in their concerns. For instance, I have an impoverished elderly woman who I fit with TH branded rechargeable hearing aids. The first set failed to take a charge after two years use.

Her messagesAa to TH were not responded to. So I stepped in to help by sending the aids back for repair. TH sent me two replacement aids to be programmed by me and fit for her, which I did. She reported to me that these have loud intermittent distortion.

I notified TH about this problem and they refused to do anything about it. They say that those devices are out of warranty (by three days). Yet I have a repair invoice document stating clearly that they are under warranty till May 2025. I had a conversation with a TH customer service rep who flatly said that those aids are out of warranty and that TH will not fulfill their responsibility, even after I sent a copy of that invoice bearing the extended warranty date.

TH could not care less. It is a despicable entity.

Mind you, TH benefit plan is frequently included in many health insurance plans. The problem here is that TH is owned by Sonova Hearing, a multinational corporation that also owns Signia brand hearing aids. Imagine that!

The TH aids are merely re-branded as TH devices. They are made by Signia. In over 25 hears as a professional dispenser, I have never seen worse aids. They have been totally unreliable garbage that I send in for repairs so often.

Sure, the insurance TH prices has co-pays that are low.

But, so is the quality at Signia and the so-called customer service at TH. So: caveat emptor (buyer beware). No doubt I will be hearing from the almighty corporation for my truth telling.

Oh well. Their failures have a negative impact on my reputation in a small town.

I am legally blind in the left eye and visually impaired in the right eye. I cannot read a newspaper, magazine, menu, or instructions.

Nothing that is smaller than font Verdana 18.

I went to get hearing aids at TRUHEARING 12936 S Frontrunner Rd, Draper, Utah 8402* ***/334-****-Brandon Hinds). I visited a TruHearing provider, Kourtney Clark, 5420 Dashwood, Houston TX 77081, 713/512-****.

On October 12, 2023 I was given a "central paper' with models, prices, and WARRANTY as follows: Rest easy knowing youve got a comprehensive 3-year warranty to back up your hearing aid purchase. Other sheets said, in tiny print, there was a 60-day trial, which I did not find out about until January, 2004 when I was told verbally. I could not see any of the various sheets, but since they said I could not get hearing aids without signing, I did.

K. Clark put her finger on every place for signature or initials on the papers because I couldnt see them.

I am legally blind in the left eye, and the right eye is impaired, documented by ophthalmologists, scans, and tests. I have had 4 eye surgeries which were unsuccessful.

The printing on all the sheets given to me was tiny, and I could not see or understand it. Later I learned the information on this sheet was egregiously incomplete.

I paid $868.00 for the hearing aid on 11/8/23.

Immediately I had difficulty putting the hearing aid body to stay on my ears. It was not the insertion that was the problem--it was the hearing aids rolling off my ears. I was desperate to hear thugh.

I was working with K. Clark in that period, and she never mentioned a deadline for returns of the aids.

The deadline passed but nothing was said.

In October, the left hearing aid fell off and I paid $275.00 for a replacement. The replacement was newer than the original ones. They first said it was my fault, but the hearing aids continued falling off from my ears whenever I looked down or the right or left.

On 1/17/2024 went to Dr. Clark and told her the problems, and she issued me a letter of receipt and requested a return and (full) refund from a Brandon Hinds who was the main figure and obstacle to correction of fitting and completion of Mrs.

Clarks suggestions and solutions, and, later, lack of full refund. Since I had increasing doubt Brandon would refund my $868.00, I called Cina at Humana to help get my refund. Humana said they would intervene; when Brandon himself said he would accept the return and refund, I told Humana the matter was resolved. Brandon was evasive and vague.

I spoke with Brandon Hines again myself. He was haughty, rude, imperious, and unwilling to help. After that, I knew I was being scammed.

Either I or Humana I spoke with a supervisor, possibly named Craig at the TruHearing office, who said the return was accepted and was approved for refund.

I returned to Dr. Clarks office, and she said since I did not receive a refund yet, she would order plastic molds to hold the hearing aids in my ear rather than over the ear for $150.00.

I agreed happily that the problem was solved. She said she would order replacement hearing aids and custom plastic ear molds. Brandon blocked that solution with no reason or discussion.

On February 2, I received a refund for $449.00, about half the price paid of $868. Brandon was not decent enough to discuss the difference.

Then I was certain I was being scammed.

At no time was I told that there was a deadline for return. If so, I would have returned the units instantly.

I followed Clarks instructions well past the due date. I was entirely unaware that there was an expiration date for returns. In retrospect working with her was a distraction.

Since I could not see the tiny print on any of the sheets handed to me,I did not even know about it until I received only half the refund wen they were returned.

The ADA and federal and state governments consider this illegal. I dont think I should be punished for a serious disability. During the interchange it was apparent Brandon Hinds at TruHeaaring main office, Clark and an office worker did not mention blindness/impairmen ever, but that was the core issue. Instead, they repeated what their hand-out sheets said (that I could not see), carefully avoiding my blindness.

I had someone go back and read off the main contract paper, it clearly said under WARRANTY Rest assured knowing that youve got a comprehensive 3-year warranty to back up your hearing and purchase.

Further that there were significant omissions and vagueness on everything I was told.

At first, they quoted items on their sheets I could not read. Second, they said they had a rule that since I returned the defective left hearing aid, I wasnt entitled to return it (even though it was new). A secretary in Utah emailed me another excuse, but that too referred to their handout sheets. I asked her to send the entire sheets that had those rules and she did not.

When their excuses were used up, this secretary send a passage from TruHearing that listed what should have been done by their employeesverbally tell me about any return period. But that did not happen at all. It was just added as their last excuse because they refused to believe, appreciate, or issue a disability accommodation for my eyes.

This a classic instance of a major financial deceit of an deaf, disabled and blind elderly man. Brandon had no degree in audiology, but was an administrator and promoter, yet he controlled everything that Clark did.

Claek was the one with a related degree, not Brandon.

TruHearing repeats their policies on the sheets I could not see, and ignores the 3-year warranty, and ignores a disability covered under the American Disabilities Act. They quote from their papers which say what should have been donenobody ever mentioned anything to me verbally that was on those papers. Even though Brandon has no medical license to judge my eyesight, he believes it doesnt exist and/or avoids the topic.

TruHearing refers to many positive but similar testimonials; their origins are unproven. As far as how I was mistreated, demeaned, and deceived.

I only know after all this, I am still deaf. TruHearing kept both my hearing aids and half of my money, costing me transportation and a waste of 50 hours of time.

This was written in large print, Verdana 22, then reduced.