ComplaintsforLexie Hearing

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just got charged $39.00 to my Discover card, for a hearing aid I do not own. I have been using Widex for over a year now. I Don't even know why you are trying to send my account to collections. I never even activated the Lexie hearing aids.

  

  Business response

  01/31/2024

  Hi *********, 
  
  Thank you for explaining your situation to us. We apologize for any inconvenience you may have experienced. Our top priority is to ensure that our customers are always satisfied. After conducting an investigation, we have found that you have an active ********* subscription since 2022 (please see subscription and billing details attached).
  
  However, there are still outstanding amounts that you owe to Lexie Hearing, as per our statements. To cancel your subscription, which we are happy to help you with, you need to first return your Lexie B2 self-fitting OTC hearing aids Powered by Bose. 
  We have not received these hearing aids back yet, according to our system. If you choose to cancel your subscription and return your hearing aids, our support agents are available to assist you every step of the way. 
  
  You can contact them at ************** or send an email to *********************************** We are committed to resolving this issue as quickly as possible and would like to work with you to achieve a satisfactory resolution. 
  
  Yours in healthy hearing, 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i ordered some Lexi hearing aids through my insurance and worked with Lexi for 3 days after I received them to make them work for me. However, we were not able to make an adjustment that would work for me. so, I asked about returning them. I received an e-mail from a lady named **************** stating their return policy. **** also told me that the return label would follow her email however it did not. it also said that there was a return shipping label in the box however there was no label. in the box but there was a packing slip that was printed on sticky paper which I believe *** have been a printing error. over the last 3 days, I have called Lexi over 9 times using the phone numbers ************ i even talked to a man with the name of ********* who said he was a supervisor at LEXI about getting a return label sent to my email so I could send them back.it is important to me to get my refund ASAP and the credit back to my insurance so I can look for a hearing aid that will work for me at this time I have not received a label and have no time frame of when a label *** be sent. I feel I am at a roadblock. so I am asking for help to resolve the problem. thank you

  

  Business response

  02/06/2024

  Dear *******,
  
  We want to apologize for any inconvenience you experienced with our customer support team while trying to return your Lexie hearing aids and receive your refund. We know that your hearing health is important to you, and we are sorry for any disruption this may have caused in your life.
  
  We have been working tirelessly with all parties involved to ensure that you receive the outcome you desire. We are happy to inform you that your insurance has been refunded in full. Please see the attached credit note for your reference.
  
  Once again, we extend our sincerest apologies, and we wish you many more years of healthy hearing!

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a pair of B2 aids about 13 months ago, plus replacement insurance. The aids are okay but the app is terrible and after one contact during which ******* was unable to connect the app to its server and tried to blame my phone, Lexie tech support has been a black hole where numerous follow-up requests for help are ignored. I bought a pair of Lexie Lumens and when the app failed to connect, the only solution was to delete my entire account and re-enter it. Whatever the problem is with the current app, the Lexie rep refused to even consider this option and said via email to contact her if her delete/reinstall option failed. It did. In fact, it failed several times, as did "registration" and "change password." That was over a week ago. Since then, numerous requests for help via ********************************** go unanswered. You need the app to adjust volume/bass/treble AND directionality. The aids are almost useless without the app yet Lexie refuses to help me get the app to work.Please note that a quick check on the Apple app store shows other users have the same "can't connect to server" problem so it isn't just me. They are advised to try "**********************************. My SEND mailbox shows numerous requests for support - all of them ignored. All I want is for Lexie to get this app connected.

  

  Business response

  01/12/2024

  Dear *****,
  
  Thank you for raising this problem to Lexie Hearing, and we want to sincerely apologize for any inconvenience that this connectivity issue *** have caused you. Your hearing health is our top priority, and we understand the importance of reliable and effective hearing solutions. We genuinely regret any disruption this *** have caused in your daily life.
  
  As for the connectivity issues, our customer support did try to help you by using the following troubleshooting steps:
  Smartphone connected to Wi-Fi:
  1.) Go to the iPhone Settings app
  2.) Tap on Wi-Fi
  3.) Tap on the (i) button of the connected Wi-Fi network
  4.) Find the option that says ******** Mode and turn it off.
  
  The smartphone is on mobile data, but mobile data has been disabled.
  If the above steps don't work, try the following:
  1.) Go to the iPhone Settings app
  2.) Tap on Mobile Service
  3.) Find the option that says *********** at the top and make sure it is turned on.
  4.) Scroll down through the list of apps and find Lexie. Make sure it is turned on.
  
  OR
  
  1.) Go to the iPhone Settings app
  2.) Tap on Mobile Service
  3.) Tap on *********** Options
  4.) Tap on Data Mode
  5.) Check that ******** Mode is not selected
  
  Having recognized the extended timeframe in reaching a resolution, we have taken the initiative to authorize a full refund for your Lexie hearing aids. This gesture is a token of our gratitude for your ongoing patience and loyalty. We understand the importance of your satisfaction and appreciate your understanding as we work diligently to address the situation.
  
  Our dedicated team of developers has been informed of this ongoing issue and they have been working endlessly to try and find a solution. One of our development team members ******************, our iOS Development Lead will be in contact with you shortly who will then personally inquire about your connectivity issues, if it has been resolved, and how they can assist you. 
  
  We deeply value you as a customer, and it is our sincere hope that this resolution serves as a suitable acknowledgment of our commitment to your satisfaction. We are continually working to improve our services, and your feedback is invaluable in guiding our efforts.
  
  Thank you for your understanding and trust in our brand. We remain committed to ensuring your experience with us is nothing short of exceptional.
  
  Yours in healthy hearing, 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My first Lexie aids were Lumens purchased ca. 2020. I purchased the newer Bose 2s in late 2022/early 2023. These cost $800. No one in sales told me about replacement insurance. I found out by accident and purchased it for $90.This week I transferred old iPhone to a new one but am unable to access the app which controls volume/bass/treble/balance/mode. I tried deleting, reregistering, changing password but kept getting "can't access server" message. I have been thru this before with Lexie. The only solution is for Lexie to delete my account and start again. This week I booked a phone help session online for 10 am and received confirmation and two reminders from Lexie: 1 via email; the other via text ON MY NEW PHONE. But no one called at the scheduled time. Hours later I called Lexie. I followed the ********'s directions even though I had already tried them. She claimed my phone lacked internet a/o cellular connetion which is not true as other apps were working. Still, I followed her directions to the letter. She kept leaving to "talk to higher ***** Finally, I requested she delete my account to start again. She refused to do so via email and merely repeated instructions to turn the phone on/off, etc. which I did. I tried to call again but it was after hours. I emailed her to say her instructions did not work. No reply. I emailed Lexie support again. So far, no reply. To summarize:I have deleted the app and reloaded it, checked my internet and cellular connections, tried to 1) re-register; and 2) try "forgot password," but as before, I cannot get onto their server. NOTE:, this happened before with my original Lexie Lumen aids. Failed tech support and finally deleted account and reentered - which worked!All I want is actual help getting their app to work. For records, Lexie can its online reservations for 12/28/29 for phoe help that never came and same date(s) for ******************'s email thread for our exchange.

  

  Business response

  01/12/2024

  Dear *****,
  
  Thank you for raising this problem to Lexie Hearing, and we want to sincerely apologize for any inconvenience that this connectivity issue *** have caused you. Your hearing health is our top priority, and we understand the importance of reliable and effective hearing solutions. We genuinely regret any disruption this *** have caused in your daily life.
  
  As for the connectivity issues, our customer support did try to help you by using the following troubleshooting steps:
  Smartphone connected to Wi-Fi:
  1.) Go to the iPhone Settings app
  2.) Tap on Wi-Fi
  3.) Tap on the (i) button of the connected Wi-Fi network
  4.) Find the option that says ******** Mode and turn it off.
  

  The smartphone is on mobile data, but mobile data has been disabled.
  If the above steps don't work, try the following:
  1.) Go to the iPhone Settings app
  2.) Tap on Mobile Service
  3.) Find the option that says *********** at the top and make sure it is turned on.
  4.) Scroll down through the list of apps and find Lexie. Make sure it is turned on.
  
  OR
  
  1.) Go to the iPhone Settings app
  2.) Tap on Mobile Service
  3.) Tap on *********** Options
  4.) Tap on Data Mode
  5.) Check that ******** Mode is not selected
  
  Having recognized the extended timeframe in reaching a resolution, we have taken the initiative to authorize a full refund for your Lexie hearing aids. This gesture is a token of our gratitude for your ongoing patience and loyalty. We understand the importance of your satisfaction and appreciate your understanding as we work diligently to address the situation.
  
  Our dedicated team of developers has been informed of this ongoing issue and they have been working endlessly to try and find a solution. One of our development team members ******************, our iOS Development Lead will be in contact with you shortly who will then personally inquire about your connectivity issues, if it has been resolved, and how they can assist you. 
  
  We deeply value you as a customer, and it is our sincere hope that this resolution serves as a suitable acknowledgment of our commitment to your satisfaction. We are continually working to improve our services, and your feedback is invaluable in guiding our efforts.
  
  Thank you for your understanding and trust in our brand. We remain committed to ensuring your experience with us is nothing short of exceptional.
  
  Yours in healthy hearing, 

  Customer response

  01/16/2024

   
  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.
  
  *****************************************************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Your B2 app hasn't worked since I purchased them. Won't work on my ******* tablet, or my ulefone , Both are android 12s. Don't have a problem with other devices , just yours. So all that being said it is definitely a hearing aid problem or your app just *****. I have called and talked to the techs , went through all the bull with lexie , I have finally came to the conclusion that you do not know how to fix this problem or have know intention of doing so. I wouldn't recommend your hearing aids to anyone.

  

  Business response

  01/09/2024

  Dear ******,

  We hope this message finds you well.

  First and foremost, we would like to extend our sincere apologies for any inconvenience you may have experienced with our hearing aids and the Lexie App. Your hearing health is our top priority, and we understand the importance of reliable and effective hearing solutions. We genuinely regret any disruption this may have caused in your daily life.
  
  In light of your concern, we have taken immediate action to address the issue. As a gesture of our commitment to your satisfaction and well-being, we have dispatched a replacement pair of the Lexie B2 self-fitting OTC hearing aids Powered by **** as well as a Care Kit that has already been delivered to your doorstep (see attached document). 
  
  We believe this replacement pair will provide you with the quality and performance you expect from our products.
  
  Our dedicated support team is always available to assist you with any technical questions or concerns you may have. If you require any guidance or support in adjusting to the new pair or have questions about their features, please do not hesitate to reach out to us. 
  
  Thank you for choosing Lexie Hearing as your hearing aid provider. We value your trust in our products and services and remain committed to delivering exceptional hearing solutions.
  Wishing you many more years of healthy hearing.
  Warm regards,

• Initial Complaint

  11/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We bought my husband the Lexie B2 in June. One stopped working in October. After much effort finally reached someone in Warranty. They made me do all these (waste of time) exercises to prove it was really broken (breaking the other one in the process). Then they said they had to get permission for us to send them back, and theyd get back to us. But we never heard back.

  

  Business response

  11/15/2023

  ************,

  
  We trust this message finds you well.

  
  We genuinely regret any inconvenience you've faced with your Lexie B2 self-fitting OTC hearing aids Powered by **** and the lack of customer support.
  Together our team has made contact with you to ensure that you are aware that your satisfaction is our priority. 

  
  We understand the importance of having reliable hearing aids, and we want to assure you that your feedback has our full attention. We have taken proactive steps to address your concerns by sending you a complimentary pair of Lexie B2 self-fitting OTC hearing aids Powered by **** to rectify the situation.

  
  We have attached the invoice for the pair of hearing aids that should be delivered to your doorstep in a few days. The tracking number is 1Z0XA0730224558982.

  
  Once again, we apologize and we hope that we can restore your trust and satisfaction in our product. We appreciate your patience, and as soon as your device is delivered our support team will give you a call to ensure that you are satisfied. 

  
  Yours in healthy hearing,

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need Lexie's ********* ID info for my health ins. ***** hearing aid reimbursement. My ins. co. states since Amazon previously bought a block of hearing aides from Lexie, the **** *** requires that info of Lexie Hearing Aid ***. In past 90 days, my health ins. ************ have called Lexie, and after many times of over 1 hr. on hold, then w/Lexie's ****. support, they stated they're a call center & cannot supply us w/those 2 needed ********* ID info.

  

  Business response

  11/15/2023

  Hi, ****,

  Thank you for reaching out to Lexie Hearing. We do apologize for any inconvenience you may have experienced, please note that we are always eager to assist where we can.

  Unfortunately, as per our legalities, we cannot make contact with the Insurer due to it being a ********************* What we can do is provide you with the tax ID that you have requested, which is 83-2228689.

  Once again, we do apologize and wish there were more we could do. If you have any questions or need assistance, please know that we are always here and ready to support you.

  Yours in healthy hearing, 

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Lexie B2 powered by Bose Hearing Aids in January of 2023, and as such, the product is still covered under the Manufacturer Warranty. The left Hearing Aid was faulty and began cutting on and off and failed to hold a charge. I followed the procedure recommended by Lexie (storing the Hearing Aid with a desiccant drying capsule supplied in the care kit). While cleaning the Hearing Aid with the manufacturer supplied brush, the Power / Volume button broke off, rendering the Hearing Aid inoperable. Lexie stated that I would be required to return BOTH Hearing Aids in order for them to be evaluated and that I would be charged a $15 fee despite the Hearing Aids still being covered under the Manufacturers one year warranty. I spoke with customer service and informed them that I required the Hearing Aids for work and asked if I could just return the faulty Hearing Aid. Lexie refused to accept my request. Lexie insisted that I return both Hearing Aids OR pay a $540.00 replacement fee. This is in addition to the original $999.00 purchase price. It is at this point that I would like to provide a definition taken directly from ********* New Collegiate Dictionary:"EXTORT - To obtain from a person by force or undue illegal power."The policies of Lexie clearly fall under the offense known as extortion as I am being given no other choice and being forced to pay an additional sum of $540.00.

  

  Business response

  11/14/2023

  Dear ****,

  We sincerely apologize for the challenges you've encountered with your Lexie B2 self-fitting OTC hearing aids Powered by ****. Your satisfaction is our priority, and we want to address your concerns promptly. We understand the critical nature of your situation and the impact it may have on your work. We have taken proactive steps to address your concerns by sending you a complimentary pair of Lexie B2 self-fitting OTC hearing aids Powered by **** to rectify the situation.
  
  We have attached the invoice for the pair of hearing aids that should have been delivered to your doorstep already.
  
  Your feedback is invaluable, and we are dedicated to regaining your confidence in our products and services. Should you have any additional information to share or specific details you'd like us to consider, please reply to this email, and we'll ensure it reaches the appropriate team.
  
  We appreciate your patience and understanding as we work to address your concerns promptly.
  
  Best regards,

  Lexie Hearing

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Lexie B2 hearing aids with the protection plan for 3 years promising to repair/replace the hearing aids if they malfunctioned at no cost to me. I reported an intermittent issue to them back in August where the hearing aids randomly changed their volume or base/treble settings. Lexie support blamed it on their app and had me download the latest version. I explained the app was not running when the hearing aids randomly changed settings but they insisted this had to be tried first. So I did. I called back last week to report the same problem and, after multiple phone calls with long wait times, finally spoke to someone. They tried to blame it on the app and have me download the latest version. I explained the app is never running when it happens - on top of that I already had the latest version of their app installed. Then they offered to "evaluate" the hearing aids for $15. I reminded them I have the protection plan that provides repairs at no cost to me. They sent me the Terms and Conditions to "prove" their point. Only the T&Cs also say the protection plan offers repairs at no cost to me. I have repeatedly emailed and called them. All I get the past week is "we will call you back shortly with a resolution" - but never did. Multiple phone calls and emails to the support department went unanswered. I want my money back for the hearing aids and the protection plan for a total of $1,369 which I paid on 6/16/2023 in good faith. But they do not support this product as advertised and I need hearing aids that work reliably.

  

  Business response

  11/13/2023

  Thank you for reaching out and were terribly sorry that this customer has had such a bad experience.

   

  The good news is that well be sending them a brand new pair of Lexie B2 Hearing Aids Powered by ****. Were just in the process of wrapping up all the arrangements, but will officially respond tomorrow.

   

  Thank you,
  ****

  Customer response

  11/14/2023

   
  Complaint: 20751173
  
  I am rejecting this response because: As a company you offer a 2-year warranty support for your product.  It took multiple, lengthy calls and Lexie wanted me to pay in addition to the support I had already purchased.  I had to resort to a BBB complaint to get any action from the company to support the product.  Sending me a new pair is not what I asked for - I want a refund on the product because hearing aids do require a good bit of support, even for an experienced hearing-aid wearer like myself.  Lexie has proven unreliable in their ability to provide techincal support for the product.  Trying to get additional money from me after already paying for that support makes Lexie a company I can't trust and don't want to do business with.
  
  Sincerely,
  
  *************************

  

  Business response

  11/16/2023

  Hi *****,

  Thank you for getting back to us. We completely understand your point of view and respect your decision.

  Please note that according to our Terms & Conditions Lexie Hearing only offers a 1-year warranty on all our Lexie hearing aids.

  Nonetheless, we apologize for any inconvenience you may have experienced with our technical support and we would gladly ***** you your full refund. 

  To give you your full refund, please return both pairs of Lexie B2 self-fitting OTC hearing aids Powered by **** to the following address:

  ****************************************/p>

  *************,

  ** 55427

  Our Customer Support has been informed about your decision and will be in touch to help and guide you through the process to ensure your ultimate satisfaction with your refund.

   

  Yours in healthy hearing,

  Customer response

  11/16/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 11/22 I purchased the Lexie B@ hearing aids powered by Bose. I have always trusted the **** brand. This company has made a mess of ****, its reputation by not living up to its guarantee or warranty. For weeks I have complained about the hearing aids not holding a charge and in the ear sound feedback makes using the aids unbearable. After untold phone calls and trying every procedure they have, my devices do not work properly. Now I am being told if I buy their insurance and service plan, I MAY be able to get mine replaced. Are you kidding me?! Really?! The $1000.00 wasn't enough? Now you want more to fulfill your promise of a guarantee? Horrible company.

  

  Business response

  09/26/2023

  To whom it may concern,

  For the past week, our customer center has been working with ************************* to be able to resolve his issues with his devices. Because the hearing aids are still within the manufacturers warranty period, we offered for him to send the hearing aids in so that they can be evaluated by technicians. He is unable to be without his hearing aids for an extended period of time, so we offered to send him a replacement pair of Lexie Lumens in the interim (see attached email). **** responded today to let us know that he did not feel this was a suitable solution. As such, we will be sending him a free replacement of Lexie B2 hearing aids. Please see all email correspondence attached, for your reference.

*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. ↩