Mitch
Misled about patient adjustments for hearing
I took notes during my hearing aid setup with Dr. Brex and he recommended a patient adjustment after a month or two. Instead, they sent an incomplete kit and refused to make a settings adjustment, telling me the 'adjustment' was only for repairs. I was mislead, emails, phone complaints and texts went unanswered. And judging from comments from others, I won't be surprised when they claim that they 'can't find' any record of my complaints.
Response from hear.comJan 21, 2026
Thank you for taking the time to share your experience. We’re sorry for the frustration and confusion this situation caused and understand how disappointing it can feel when expectations around follow-up care aren’t met. After reviewing your feedback, call records, and correspondence in detail, our team identified that there was a misunderstanding regarding the purpose of follow-up adjustments versus a full hearing evaluation with headphones. While follow-up appointments typically involve fine-tuning the original programming (and do not require headphones), we understand that this did not align with your expectations or the way the information was initially interpreted. Most importantly, we’re glad we were able to reconnect with you and move toward a solution. As discussed, we have arranged for a new hearing aid evaluation appointment using a complete testing kit with headphones, so your hearing can be reassessed and your devices reprogrammed as needed. Your new appointment has been scheduled for January 27th at 10:00 AM, and a replacement testing kit will be sent to you closer to that date. We appreciate your patience and the opportunity to address this properly. Our goal is always to ensure our customers feel heard, supported, and confident in their hearing care, and we’re committed to making this experience right for you. - Ashley, Customer Success Team