ComplaintsforTV Ears

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a TV Ears headset on 2020/2024 from TV Ears. The headset has stopped charging as of Sept 30th 2024. I called TV Ears ***************** Instead of offering me a new headset, which is covered under their warranty, the ** *** said he wanted to sell a battery for ?*****. That is not acceptable. If the headset is warranted for five years, he should have offered to ***lace it, and I would have paid the shipping fee.I requerst a new headset. I am willing to pay the shipping fee.**** A ****** ************

  Business response

  10/01/2024

  Hello Mr. ******,

  Sorry you encountered such a bad experience with the customer service representative you spoke to. I have asked our operations manager ****** to contact you promptly to solve the issue immediately with a free headset to be sent swiftly to your address so please expect an email and call from her today.

  Thank you again,

  **** *****

  General Manager

  TV Ears, Inc.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I accepted my BBB complaint on TVEARS for a credit of $ *****. NO CREDIT AS OF TODAY.TVEARS offered to credit me an additional $ ***** on my credit card. Original BBB. # ********/TV ears said they have no record ( DENY) of any BBB complaint. This seems to be a pattern because originally, we were told a supervisor would call, and no supervisor called as of today. Very bad business practices. I am 79 years old and I am shocked at this denial. BBB complaint has record of the rep's offer to credit me $ *****,

  Business response

  09/20/2022

  My name is ******************* and I am the General Manager of TV Ears. There was slight miscommunication earlier today as the question from the Operations Manager to me was whether ***************************** had filed a dispute. It was not a denial of the claim just a miscommunication. As the last communication with the Hambarian family was about a month ago and there isn't a way I am aware of to look for complaints via name through BBB, I informed our Operations Manager that no dispute was filed. The dispute was actually filed as ******************************* who is the daughter of the customer who is dealing with this matter. While they were on the phone, the customer and our Operations Manager struggled to conduct a conversation and the customer proceeded to hang up instead of wait as I was researching the matter further. Once I realized the mistake, I attempted to speak to ***** and ****** however ****** refused to speak to me and soon after my brief apologetic conversation with *****, ***** was told not to continue the conversation and hang up, meanwhile I was simply looking to clear up the miscommunication as we are all humans and make mistakes. 

  Long story short, I went ahead and processed the $63 refund as promised and after tax that refund amounted to a total of $69.46 to ************************** card ending in ****. After I processed the refund, I emailed ********************** to inform her of the refund and she was thankful for my email and said her mother will keep an eye out for the refund. As to the initial dispute/claim, I am very confused on why TV Ears never received the response from BBB that ********************** would like to receive the $63.00 refund to settle the dispute. If I had received that communication we would not have reached this point and the refund would have been processed a long time ago! 

   

  Thank you!

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Defective Product that TV Ears is manufacturing and selling to unsuspecting consumers.Problems are notorious with this product, and the prices of the replacements shows how they are gouging the consumer.My mother ended up having to replace the entire system at her expense, and over the years she has probably hundreds of dollars just to hear her TV. I request a refund be given to her for what she was charged today, $66.10

  Business response

  08/18/2022

  Thank you very much for this feedback and I am sad to hear that your mother is not satisfied with our product or our warranty. The TV Ears product that your mother has is made up of 5 components (transmitter, headset, battery, Ear Tips and a power cord). Since 4/27/2012, your mother has spent $432.29 on different replacement components, 3 of which are for headsets that your mother had indicated were physically broken. This happens with repetitive abuse or drops unfortunately as it does with other electronic products. I have not purchased a product for about $400 that has lasted me 5 years, let alone over 10 years. Just like any electronic, batteries die usually around 1-1.5 years and although we do offer replacement batteries which are cheaper than replacing a full headset however some customers do not have the dexterity of removing screws and wanting to change batteries, so they opt for a simpler solution which is a headset replacement which is what your mother opted to do. We take great pride in our product and offering this solution to many households and have done just that for our 24 years of existence. Please feel free to view our ****+ positive reviews on Amazon.
  

  Up until today's new system, your mother had been using the same base transmitter for over 10 years which is really a very long time in terms of technology longevity. I would think that alone should give you some reassurance that we constantly develop products to the best of our capacity and always thrive for the best balance between quality, longevity and pricing. If your mother would like to get a refund for her product, we will be more than happy to do so once we receive the product back from the customer. Since this order was placed today, i assume she has not received it nor has she used her new system. If you are looking to receive a refund for the system, i will be more than happy to do so as soon as your mother receives the products and sends it back to our office

   

  Customer response

  08/29/2022

  I do not accept this response.  

  Business response

  09/01/2022

  Hi **********************,

   

  I understand your frustration and see how you are trying to help your mother but at this point there are two options I can provide. Either provide your mother with a full return for her product that she purchased, no questions asked. Or I can give her a 50% discount on her most recent purchase as a gesture of good will. She already received a $26.99 discount, so I can provide her with an additional credit of $63 since the product price is $179.95 before taxes and that way she can keep her system and still receive the full warranty and support of our team.

  Whichever way you prefer, please let us know and we can plan to proceed with that manner. Thank you! 

  Regards,

  TV Ears, Inc.

   

  Customer response

  09/12/2022

  
  Better Business Bureau:
  Yes, it would be nice if you could credit my mother with an additional $63.00.  Thank you.
  I have reviewed the response made by the business in reference to complaint. Ye  ID ********, and find that this

  resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,

  
  
  *******************************
  
   

  
  

*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. ↩