Eargo
Reviews and Complaints

The entire professional Eargo team have all been fantastic from the first day I received my Eargo 6 hearing aids to present time. I have spoken to several of their professionals and they have given me tips and helped me with setting up my Eargo's, getting the right fit and sound quality, to fixing problems I have had with the charger. They are all pleasant, patient and excited about helping me hear better. I have even received several email's from Manager's, and audiologists making sure my experience and satisfaction is what I want it to be. I love the 4 different setting the Eargo's have at the tip of my finger while they are in my ears, and the small size that fit into your ear without detection, and comfortable. Nothing is over the ear to get in the way of glasses and masks. Their phone app is not fully functional with my phone, but they assure me they are working on that. It is a problem with my phone and not their app that is the problem. In the mean time, Michelle has set up my Eargo's remotely to make my whole transformational experience wearing hearing aids a good one, without having to spend more than I can afford. I have seen hearing aids similar to these on line and they are way to expensive for me.

I'm a 74-yr old first time hearing aid user. Recently I lost my Eargo hearing aid after owning them for only a month or so. When I spoke live to the audiologist that I was assigned to, she mentioned that I probably didn't place the hearing aid in my ear canal properly. She immediately sent me a video w/ instructions on how to properly place them in my ear canal. I was also advised that replacement of the hearing aid would cost $295. I paid it and replacement was sent out immediately. My point is why wasn't it verbally stressed by the audiologist the importance of placing the hearing aid in my ear canal properly to avoid loss. A trained, professional in audiology should have mentioned that most important factor immediately upon our first live conversation. I lost $295 due to her neglect by not advising me of the importance of proper insertion BEFORE losing my hearing aid. And of course my request for a refund of my $295 was denied after speaking with her manager. $295 is an expensive lesson for a senior on limited income. I have no complaints concerning my Eargos but their customer relations area and the professionalism of the audiologist assigned to me has been quite disappointing. I would love to have higher management @ Eargo issue me a refund due to me not being advised by the audiologist the properly use of the hearing aid BEFORE losing it. .

Eargo has proven to be company of integrity and exceptional customer support. I learned of Eargo via a reference (friend of a friend). After researching and talking with Eargo about their trial offer, I decided to try Eargo 6 on a trial and am I glad I did. The process is the same for trials or purchase, an audiologist was assigned to help me learn and adjust the Eargo's to fit my lifestyle. The support I received was outstanding whether from my Eargo audiologist, tech support or after hours support. Eargo sets a high bar for customer service. Exceptional. My trial was good and I purchased my Eargo 6's. I never felt at risk of losing my investment after the purchase and Eargo continues to demonstrate their commitment to the customer. My Eargo audiologist still periodically checks-in with me and provides assistance if needed. At first I was not sure whether I needed/wanted aids. My tinnitus and grand kids soft voices were the drivers behind my decision. Eargo helped me realize how much I was missing w/o aids. My 'huh' factor has reduced to nearly zero with Eargo's help and I have terrific conversations with my grand kids! If you're reading this and are not sure whether to take the trial. Take Eargo's challenge to hear life to the fullest. Note, I am a happy Eargo 6 customer who is enjoying the 2022 holidays with a whole new appreciation for talking and enjoying friends and family.

I have previously tried both behind the ear and in the canal aids both purchased from a local Audiologist, though neither type provided more than a 20% improvement in my hearing, and at the time my health insurance paid for them with the exception of a copay each time. My current health insurance offers no assistance for hearing loss, so I now bear all the cost, which is one reason I decided to give the Eargo 5s a try at less than 1/2 the cost of those from the local audiologist, along with the free return within 45 days if not satisfied. After receiving the Eargo 5s, I immediately loaded the phone app, and went through the "Sound Match" program which tests your hearing like the audiologist does, and then sets the program to provide you with the maximum hearing improvement to match the frequencies that you need. This immediately improved my hearing by 100%, without any occlusion which I had with the previous in the canal aids from the local audiologist. It took about 3 weeks for my ears to completely acclimate and the itching to disappear, and now I forget that they are in my ears, and have hearing that is close to what I had in my 30's. My wife is also pleased with them, as she does not have to repeat herself very often due to my not being able to hear her. Every time I have contacted Eargo, I have been amazed at the excellent promptness, level of knowledge, and service I have received, from the first call to find out information to every call after for help with technical support or questions of any kind. I highly recommend Eargo 5s to anyone wanting to improve their hearing loss.

I was diagnosed with mild to moderate hearing loss about 2 years ago by an audiologist. I was able to try a pair of over-the-ear hearing aids in his office and they made a huge difference, but I didn't want something hanging over my ear and was not willing to pay $5000. Now 2 years later, I decided to do deeper research.
Eargo 6 had all the features I was looking for - they are true hearing aids and NOT personal amplification devices (I am hearing sounds that I haven't heard in years and I can understand conversations in noisy environments), they fit totally in the ear canal and no one knows I have them (unless I decide to tell them), they are rechargeable (no batteries to change) and one charge lasts 16 hours, they have a smartphone app for easy control of the different modes (I chose normal, restaurant, TV and music), they automatically adapt to sound levels and background noise or you can customize through the app, a 45 day money back trial period and 2 year warranty if you decide to keep them, and best of all the price was do-able for me at $2950 (plus I got a great discount on cyber Monday).
My suggestion - go to the website, check out all the videos, call the 800 number and get a free non-working sample to put in your ear to check for comfort. When you decide to order, call the 800 number and talk to the same person to order the hearing aids and set up an on-line account. They *** set you up with one of their audiologists a week after you get your hearing aids to answer any questions (keep notes during the first trial week). Customer service is always there to help if you have any issues. Best purchase I have made in a long time with no regrets.

I have been very pleasantly surprised by the comfort, performance and support I've had during my first month with the Eargo 6. While I have never worn hearing aids before, I am sufficiently vain enough to know that I only really wanted to wear a device that was virtually invisible. When I received them, I initially informed only a few of those closest to me that I was wearing them. Needing to wear a hearing aid doesn't bother me any more than wearing glasses/contact lenses and I've been doing that for over 50 years, but I wanted to get a sense of the "before and after" without any confirmation bias affecting my opinion. Most of my problems occur in crowded/noisy situations (bowling alley, restaurants) and I really like the ability to tailor the Eargo to allow me to hear conversations that were problematic. One particular friend of mine (Dan) has a voice which is mostly lower frequencies to begin with, so hearing him while bowling was a recurring problem. I'm happy to say that I can hear Dan much more clearly this year. When I confided in him that I was now wearing the Eargo, he asked me to share that info with two similarly-aged teammates who also have trouble hearing him! Eargo customer service has been very helpful during the initial purchase and during my follow-up with a hearing specialist who fine-tuned my initial settings of the devices for a much more enhanced experience. Most of the adjustment has been reconditioning my ears to the new frequencies that I haven't been hearing in years. Certain frequencies still cause some metallic "ringing" and I'm not sure if that's an adjustment that I'm still growing accustomed to or one that might need a tweak or two. Suffice to say, I'm very happy with the Eargo 6.

I didn't know if I really wanted hearing aids, I thought I was on the edge-I could hear men, but not a woman's voice as clearly, and my husband would say "you didn't hear what they said, and I found many times, that what I thought I heard, wasn't what was actually said. I talked to my dr of 20 plus years in Colorado, and she said just go to Costco, they are good. So I went, they said we can't get you in for 3 weeks. I made my appointment and went home. About a week later I remembered my neighbor had gotten Eargo hearing aids, I thought I *** give them a call and see what they say, I did, I spoke w a specialist-he was so nice, not pushy, very helpful. I live in Montana and not in a town, but the very next day, I received my Eargos- they fit inside the ear, I don't have to worry about my hair, and they work great. Eargo has this system where you have an audiologist who helps you, and the service is incredible. My husband and I were in the car and I couldn't hear the words to songs on the radio, I could hear the music but not the exact words, I texted the audiologist, she texted me back on what I needed to do to adjust it on my phone and even volunteered to do it for me, cause they can do that -they can adjust it to your individual specific needs. What I love about them is they work great, but more importantly- the customer service, honestly- the best I have seen in a very long time. And if you don't like them you can return them and get your money back, my mother in law got hers at Costco, and when I showed her mine, she wanted to go back to Costco and get the Eargo, hers have to be charged in a big box, I showed her mine, it is flat and fits in the palm of my hand. So it's perfect for traveling, which I *** be doing soon, and mine charge like my iPhone -that plug. Anyway I am very happy with them.

I have previously purchased behind the ear hearing aids from a local audiologist, which really did not improve my hearing by more than 20%, and I didn't care for this style for several reasons. I also purchased from the same local audiologist a custom molded in the canal aid, and even though they contained a vent, the occlusion effect was too great, and they also did not improve my hearing by more than 20-30%. Enter Eargo 5s...I saw a commercial advertising them with a 45 day free return if you were not satisfied. I went to their website, and read all of the information, looked at many reviews, and then called them to ask more questions. They were extremely helpful in answering all my questions, and with a 45 day free return, I decided to give them a try, and very happy I did. My experience with Eargo has been excellent. I purchased the Eargo 5s, which are the newest hearing aids that Eargo offers. I have had the Eargo 5s now for about 60 days, so past the 45 day free return, though I knew after about 3 weeks that these were what I had been needing. They improved my hearing 100% to where I can now hear multiple conversations again and distinguish between them. They have a smart phone app with a program that provides a Sound Match to your hearing loss, by going through a series of sounds that you respond to on the phone as you hear them through the aids. It also has other programs that allow you to change the aids on the phone in real time to offer the best hearing possible for different situations, such as in a restaurant, in a meeting, watching TV, on the phone, and others. In addition, Eargo's customer and technical service provide nearly instantaneous communication, send follow up emails, and monthly newsletters. I would highly recommend Eargo 5s to anyone wanting to improve their hearing, and my wife is happy that she no longer has to repeat herself. Thanks Eargo!

I have now been using the EARGO 6s for a couple of months and I'm happy with my purchase.

I have a pretty typical sensory neural hearing loss in the higher frequencies with my L ear being worse than my right ear.

This is my second pair of devices. I previously used a form of over the ear devices that you could program to your audiogram for about 3 years.

I'm an active person and must wear a surgical mask often. Over the past few years, I have lost a couple of the over the ear devices when I put on glasses or mask and once went for a swim with them on. I was willing to go up in quality and price to hearing aids that cost thousands rather than hundreds of dollars more because I'm much more confident that I won't lose these devices or drown them.

I'm a pretty independent guy and I didn't want to be dependent on going back to the ENT office (or to pay the premium) to select, maintain and "fit" my hearing devices. I was steered to this product by the NY times "wirecutter" reviews. The bottom line being that half of their testers would pick EARGOs over other ear devices despite the cost difference of about $1000.

The EARGOs are a real step up for me. I work in a very challenging environment: we speak both English and Spanish and work masked. Because Spanish is a different rhythm and a higher pitch than English, (and I'm not a native speaker), this is especially challenging. With the help of the audiologist who is part of the package, I've found that the TV program works better than the Normal program and overall, this has made work significantly easier and better. Just as importantly, my wife thinks this has improved our marriage.

I would stress that at least for me, there was a significant adjustment period and I read and followed the company's advice. You must be patient and try out different programs and then work with the audiologist.

I took the time to write this because I think that this is an excellent product and system.

I have rarely written product reviews, but this is a story that needs to be told. My wife thought I needed hearing aids, and I knew in group conversations, I missed a lot. I was reluctant to admit that I needed hearing aids but agreed to an appointment with an audiologist (Medicare paid for that visit). The result was predictable, mild to moderate hearing loss in both ears.
I began researching costs, what they would look like, how would they feel, what could and what couldn't I accept. Right off, I didn't want an over-the-ear device but perhaps I could live with a nearly invisible inear-canal device. Knowing hearing aids operate on battery power I immediately decided rechargeable batteries not replaceable batteries would be my choice. Those choices narrowed the market and I started to look at the companies and how they were rated.
Several reviews, and an unbiased review found on the NY Times web site, helped me decide on Eargo. Their offer to send me "test" ear plugs, in two different sizes, just to see how they would feel, was a pleasant surprise. After one week of wearing them, I was convinced that in-ear-canal was the right choice for me.
My next concern was the cost, what if I tried them and wasn't happy with my purchase. Eargo assured me that within 45 days "for whatever reason" I didn't want the EARGO 6 ear plugs, I could ship them back at their expense and receive a full refund.
Beginning with the order process, the delivery, the supporting emails, phone calls, instructions, and videos, Eargo support has been very impressive. Within a week of wearing the ear plugs I received a phone call with their audiologist to address any hearing concerns.
What do I like most about the EARGO 6? They go into my ears in the morning and come out at night to be placed in a neat little charging unit. I'm unaware of them during the day except to hear sounds like I never heard before. (My directional signals that blink also make clicking sounds)

I purchased the Eargo Neo's about 17 months ago. Had the left ear replaced twice under warranty. All of a sudden they both stopped working at about 15 months, just out of warranty. The promise was about 1000 charges around 3 years. Well they still charge but do not work. They'll gladly sell me replacements for $295 per ear although I saw on this site some one else was promised replacements for $150. I did not expect these to last forever but neither did I expect to spent $2500 for one year of service. I could buy expensive hearing aids with bluetooth capability from a person I can see face to face for about the same money.. While they worked I was pleased with the hearing assistance they provided. I was pleased with the in the ear profile. I would still be pleased if they provided a better customer service experience and product. When they died, I called and left a message and was promised a return call within 48 hours. Over a month later I called again with the same promise. I finally was able to chat with Kayla online who did pursue my complaints with the same information that I was already aware of but in the end promised that I could purchase new aids forabout $300 per ear. $2500 a year is too much to pay for hearing aids and if you buy these that is what you are signing up for unless you want to replace them for another $600 per year. Maybe they'll work longer as expected but I'm guessing not. They sell you on the cost being less than expensive hearing aids but they fail in standing behind their product. It seems as if they are designed to keep you purchasing new aids at a reduced cost. I guess their hope is you'll be happy to pay $600 for the next pair instead of $2500. If they work as advertized they would be well worth the money. Count on them not working much after the initial warranty period and consider the added yearly cost if you want to pursue these aids. In the end they are not much cheaper than if you went to an audioligist to be fitted. I am really sad because I had great hopes for them. Buyer be prepared for the extra expenses if you buy these.

I'm a relatively long-time EARGO customer, I guess you could consider me an early adopter, in that I originally purchased the 2nd generation Eargo MAX (2nd out of 5 iterations so far). What attracted me to EARGO originally was the discreet design. The devices were/are virtually invisible, and for me, that was a key factor. I had previously worn more traditional hearing aides from Costco and while the sound was decent, the little clear wire connecting the electronics to the tiny speaker in the ear was always sticking out and always bringing attention to the fact I was wearing hearing aids, so I was happy to have an alternative with Eargo.

During the course of using my first Eargo MAX devices, I was relatively happy with them, but supremely happy with Eargo's customer service second to none, IMHO. I had repeated calls with their audio tech people with questions, including with one of the company's founders. They worked with me to answer all my questions and helped me get the most out of the devices. Ultimately, while the amplification quality of the Eargo MAX was not fully as good as I had hoped, it was good enough compared to my traditional hearing aids, and combined with the super customer service, made these devices worth sticking with.

Then Eargo came out with the Eargo NEO, an upgrade that included a new phone app. I did the 45 day trial, but in the end, I did not feel that the improvement in design and upgrade in hearing quality (from the MAX model) was worth spending another couple thousand dollars for. I returned that pair, no questions asked, and continued to recommend Eargo to others (my age group has a lot of people who need hearing aids). The Eargo people never pressured me to keep the NEO version, and I provided them with my feedback re what worked for me and what didn't. SO I kept using my Eargo MAX devices. Until they came out with the new Eargo 5, just recently.

About a month ago, I tried the new Eargo 5 devices, after discussing the new features and upgrades with an Eargo rep. I decided to do the 45 day free trial. I can now say that Eargo 5 is a QUANTUM LEAP in audio technology from ALL of the previous versions. Some of the improvements are industry leaps, IMO. For instance, all of the previous Eargo devices had sound presets, with tiny customization available on the NEO version. On the new Eargo 5, the devices actually perform a 10-12 minute personalized audiogram test, with the devices in my ear, to measure my EXACT sound profile in my actual ears! Based on that, it creates 4 presets (which I choose) and even those are fully customizable from the new mobile app. This basically eliminates the need to go see an audiologist to get a customized audio prescription. The app does it for me.

Next, the sound quality is AMAZING! For the first time in years, I can listen to our TV at the same volume as my wife, who has normal (if not better than average) hearing. When I'm on the phone, I use the phone setting and there is NO feedback (as in all previous models, including my old Costco ones). The sounds seems to adjust from ear to ear as the devices seem to "listen" to ambient sound and balance out the overall experience between the two ears, in real-time. Not sure how they do this, but it's impressive.

I could go on, but needless to say, I am keeping the new Eargo 5 devices because I am VERY pleased with them they are an excellent value for me. At this point, these EARGO 5 devices are easily the best hearing aids I've owned. The sound quality, along with the price and excellent customer service have made me a very loyal customer. I recommend this company to anyone and everyone I know who is in need of high-quality hearing aids that are discreet and actually work, for a very reasonable price, IMHO.

If this company ever goes public, I *** buy their stock!

I am not writing to have resolution of a complaint, but to let others know the issues I've have with Eargo. I have worn hearing aids for 9 or 10 years, behind the ear models, and a year ago decided I'd try the Eargo Neo Hifi. There were some initial problems with feedback and getting used to an in the ear aid, but once I got past those I liked the product. But a little more than two months into wearing them, i began to have problems where they weren't amplifying sound and wouldn't cycle through the programs. Long story short, the issue for me is that the microphones in the Eargo become covered with wax or debris and stop working. This first happened to me just after the initial period where I could return them had expired, and so I worked on solving the problem. Eargo was good about honoring the warranty and giving me a new hearing aid. In general I've found the people on the customer service line to be helpful, and usually to reach.

The service representatives have worked with me to try to solve the problem, and I have followed every suggestion they've madecompressed air for cleaning, using a different brush, letting the aids dry first before cleaning. But the aids continue to fail after about 2 months no matter what I've tried. There have been times they've seemed to blame me or this, insinuating I don't care for them properly. But I've made clear that I'm very meticulous about cleaning and caring for them, and follow all their suggestions, even up to buying another maker's hearing aid vacuum that cost me $100. Nothing has worked. I've now had to replace each hearing aid separately 5 or 6 times in the last 14 months. The customer service representatives are helpful but limited in what they can do when they are dealing with you only over the phone or video.

After the last one failed, despite following their suggestion of daily use of the vacuum as "the only other thing to try," I called Eargo again. The customer line had me on a 40 minute hold each time I called, so I requested a call back. They called back the first time within the hour, but unfortunately I couldn't take the call. After that I requested callbacks twice, as well as made 2 emails to their support line as they suggest, and didn't receive any calls or emails in return for 6 days. All this time I was without a left hearing aid. I finally had to write to a customer representative whose direct email I hadfrom a past complaint, and finally heard back.

I told Eargo I was very frustrated that during the last year, I'd had ten to twelve failures of the device, and a total of about 3 months during that time where I was without a hearing aid, including time where one wasn't working and also while waiting for the shipped replacement. I mentioned I knew that they'd come out with a new model, the Eargo 5, with changes to the microphone and cover which seemed to address the exact issue I had with my Neo Hifi models failing. The Eargo 5 has a self-cleaning, removable microphone cover which indicates to me they are aware there was a design flaw in the Neo Hifi. The representative said the new model would likely take care of the problem I'd had with my current aids. I asked what kind of upgrade I could get, particularly since the current ones I've own have continually failed. They said I could get $500 off the cost of $2950, which was not meant to make good on the problems I'd had for an entire year, but just what they offer any current Eargo customer. I said the Neo Hifi I already had cost nearly that exact amount, and I was hesitant to again spend that amount of money to try a new pair which I wasn't even sure would solve my issue. The representative pointed out their 60-day return policy. I explained the problem with my original pair was they made it just past that time and then failed, and consistently did so, and despite numerous interactions the company had not properly remedied that during the last year.

I have decided that I'm unwilling to risk more money on a new product from a company that has not remedied what I see as a product which is clearly defective for some people, and clearly is for me. And I'm not going to go through another year under warranty with my current devices where I have to send in the devices that have failed and wait to receive a replacement, every month or so. I *** find a hearing aid and a company that works for me and is committed to giving my money's worth in their product.

I purchased a set of Neo hearing aids from Eargo in mid May , It is now mid September and I have had to have three of the hearing aids replaced. There seems to be a problem with the microphones getting dust in them and their methods to clean don't work. Right after I purchased a set of the *** for $***, they released the Eargo 5 with removable microphone covers. I asked them to take the Neos back and send me the Eargo 5 (I asked if maybe I could exchange them and maybe pay a small fee to upgrade) but they told me if I want the 5, I have to pay normal price minus a small break for *** customers. They are normally $*** but they would discount $600. I just paid $*** four months ago. By the way, their support system sucks. If you call, you are on hold forever until it hangs up on you. You have to call and request a call back. They call you back at their convenience, not yours. I've missed calls because of that. Odd how reviews are now being *** on Amazon. Stay away.

My son trialed the hearing aids he found they were uncomfortable and had too much feedback so we returned them. ***, the representative was great from start to return. Even when I did not receive the first shipping label & got a notice that the return period was ending in 5 days when we were out of town. I emailed the company. They extended the return period 30 days and sent a fedex label right away. 10 days later we got home & the product was returned on 7/27. 8/20 no refund so I called. I spoke to the rep who stated he could see all of the emails and that the refund had been extended. He assured me that was the issue, but they got the return and he would get it processed. 9/17 still no refund. This rep *** told me he can't see any of the emails or that I called before and never returned the product. After I told him the case number the last rep opened and read the shipping # from the fed ex receipt he said he would get it processed. Still no refund as of today- 2 months later

Requested warranty replacement for hearing aid on November 30. Replacement still hasn't arrived. At the end of November I noticed one of my hearing aids was not functioning properly. I requested service and on December 1 the *** company said a replacement was sent. There was NO tracking information until the 12th of December despite them claiming it was shipped on the 2nd. The package was sent with no priority or urgency at all. *** advised me I had to wait 10 business days before they would send another replacement. On the 11th business day (12/17) I contacted them and advised I still had not received a replacement. I requested in order, 1. overnight a replacement or 2 overnight a new set and I would return the original or 3, provide an RMA and I'd return them and get a full refund. Eargo declined all three and advised me to "Keep waiting". No one at Eargo seems to have any urgency about this issue and if this is typical customer service for them I can't keep the product and expect a reasonable service schedule in the future.

Bought a hearing aid SYSTEM on a specific date, under warranty until August 2022. Since the purchase, the company has replaced one hearing aid due to malfunction. Now, the Charger is problematic, and despite receiving a replacement, the hearing aids still fail. I suspect the hearing aids are faulty, not the charger. I request a full replacement under warranty. Despite numerous calls, the issue persists. I was promised managerial attention with a case number but got no response. I seek a refund or a new complete set of hearing aids and charger. I lack the means to attach a receipt copy. Thank you.

Out of warranty and out of luck on a fail-prone product that's completely non-functioning and not paid off yet. Purchased Eargo Max on 3/27. Everything was going great with the product until right after the 1 year warranty passed. My left Eargo failed and would not charge, but Eargo replaced it for free because it was within their warranty grace period. Fantastic! The left aid was good to go. One month after that, however, the right Eargo failed in the same manner and is completely useless as it won't charge. Sadly, they won't replace it because I'm now well outside of their warranty, and the numerous reps I spoke to just kept repeating the same "fixes" to try that just don't work. They were happy to inform me though that I could pay almost $400 out of pocket to replace it or even more than that to upgrade to the newest model. The glaring problem with this is that I don't even have these things paid off yet (I'm financing them through Bread and still owe $906). A visit here to the ComplaintsBoard.com site has enlightened me to the fact that their product is prone to fail and this whole ordeal with this company has completely drained any faith I had in them at first. In summary: I'm out of warranty, out of luck, and stuck paying for a defective product that's totally dead.

I could not hear with the eargo. They were not strong enough. I called and emailed to get a refund within plenty of time of my return window. It took 48 hours to get a call for the return to be set up.. The man I spoke with offered me $500 to keep them. I told him I can not hear with them. They are not strong enough. Also I gave a medical emergency and need the money back. I could lose my job. I need it back asap. It took 48 hours to get a return email in my spam folder email. I sent them right away. I tracked them all the way to eargo. I called and finally spoke with someone 48 hours later by pushing #option 3. You go right to sales with no wait time. The lady told me they all work from home and have ONE person processing returns. I told her it was a medical emergency. I need this money back on my card or I could lose my job. She told me it was in a warehouse. One person working in a warehouse. Funny I got them in 48 hours after I called them on a Monday. This place is a run around scam and ill tell everyone I know. I work in orthopedics and work with many elderly people. Their customer service is rude and extremely unprofessional. The audiologist and sales people are nice. They hook you. Customer service is crazy. Eargo...you should be ashamed taking advantage of people. I will probably lose my job by Friday without this refund by 1 pm. Thanks.

i purchased a set of hearing aids from Eargo on the 13th of august. i did not receive the product until August 19th. At that time of purchase, they promised a 45 day *** to *** policy. I received my product and immediately felt that these weren't going to work for me. uncomfortable, poor battery *** and poor hearing quality. during my first interview with them, i expressed these concerns and was told, " you just need to get used to them" and "turn the volume down a bit and the batteries *** last longer". on September 22nd, i reported a problem with the right earbud. it was completely dead and could not be used. i received the replacement unit on October 1st.i started to use them again, but on or around the 15th of October the left earbud failed much in the same way the right one did. i reported it again and have yet to receive a replacement. After these 2 situations, and my initial concerns with the quality of the product and veracity of the advertising plus since i had not had the use of both devices for a significant portion of the trial period, I requested to return the product for a full refund. Never did they notify my that my return period was ending, not one attempt to tell me that this date was coming, it just passed. they are claiming because of that, i cannot get a refund of these clearly inferior products. I no longer have confidence the product meets my needs based on their claims (12 hours batter life per day, improved hearing, comfort), plus i don't believe i *** get full use out of the stated 2-3yr life (quoted in a sales call) the product. I just want my money back and I *** move on to a solution that works for me. thank you

Company's warranty says the replacement could be new or refurbished at the company's discretion. I bought hearing aid devices from EARGO company (eargo.com, XXX-XXX-XXXX) on 01/24 and paid $***. The company advertised them as top of the line. Beginning of March, when I still was within 45 days trial period, I experienced a problem. When I called the company, I was offered a replacement, but the representative never mentioned that the replacement would be a refurbished one(it is at the company's discretion) and it never entered my mind that the company would do such a gross thing!. If I was told that, I would definitely return the product! So I continued using the hearing aids after I got the replacement and then in August the same problem occurred, so I called again. I was promised a replacement again and I was waiting for it. While waiting, another problem with the hearing aid prompted me to call them and ask if my replacement can be expedited. First I was told that I would have to pay extra, then I was told that the replacement is on back order and I will have to wait longer. I was very frustrated and told the representative that this is not acceptable. The representative put me on hold, then she came back to tell me that they will send me not just the replacement but the whole new package. I agreed, then 30 min. later the rep called again and said they found my replacement and will send it to me ASAP. At that point it donned at me that most probably the replacements that they sent are not new but the refurbished ones and when I asked the rep, she confirmed it. The company misled me by not telling the truth. I am attaching emails I got from the company as a proof of my communications. Please, help me to get my money back!

Eargo 5's design has been updated for easier cleaning, showing they recognize the issue but won't admit that a trial period implies a functional product. My Eargo Neo HiFi experience has been frustrating, with excessive time spent on hold trying to contact support. Despite meticulous cleaning and frequent wax guard replacements, I'm dealing with unreliable hearing aids. I bought the Eargo Neo HiFi on April 25. They initially worked but failed by early May. After discussions, I replaced the right earpiece on May 11. The left stopped working in late June, and I got a replacement on July 2. The left failed again, leading to another replacement on July 20. Both failed in early August; the left stopped working, and the right emitted a loud squeal before dying. The right aid failed again on September 29 and was replaced within a week. The left failed in mid-October. I've exhausted most of my wax guards through frequent changes. I've tried cleaning with an electric toothbrush, separate brushes for microphone and speaker, and compressed air. I was informed that my replacements had wax under the microphone cover. I produce a lot of earwax but wasn't aware that wax could cause issues. Inquiring about returns, I learned I was past the 45-day return window, despite not having 45 consecutive days of use without failures. There's either a quality control issue with Eargo Neo HiFi or they're unsuitable for me.

Purchased Eargo Plus system, Order #SXXXXXXXXX on September 3. Since then the right ear device has malfunctioned multiple times. Malfunction of the right ear device: December 11. Would not charge in either side of the charger. Resolution, replaced under warranty. Case number not available in my records. April 9. Again *** not charge in either side of the charger. Resolution, replaced under warranty. Case # XXXXXXXX April 14 (Left ear device damaged by being accidently wiped off the counter into the kitchen drain. Replaced at my replacement expense. I note this only as an FYI and not part of the complaint). July 14 Again right ear device *** not charge in either side of the charger. This time an entire new set was sent but without new warranty. Case #XXXXXXXX. Oct 1, 2020 Again right ear device *** not charge in either side of the charger. I am now told however that the Eargo Plus system has been discontinued and replacements no longer available. Case #XXXXXXXX. At this point I asked for the *** I paid for my system to be put toward the next upgraded system (Eargo Max). This was denied. I was told they are offering *** off bringing the cost of the Eargo Max system down to *** I don't feel that I should have to give up *** (Original purchase price minus the *** credit) AND pay an additional $1350 for a NEW system when my barely year old system has never functioned properly for more then a few months at a time. All troubleshooting tips from customer service and my user guide were followed. The left device has continued to work perfectly throughout this ordeal. Let me be clear. When the product functions properly, these devices are wonderful. I have no complaint with the quality of hearing assistance. Only with the constant breaking down and now no recourse after paying *** for this system in September .

I bought the hi-fi system on November 16th, Order Number: SXXXXXXXXX and paid a certain amount. Within 20 minutes, I called customer service to cancel and switch to eargo 5 due to a promotion. The representative needed to consult his manager and promised a quick callback. Without a response the next day, I requested a refund or upgrade online. Later, I was told by customer service to return the system for an eargo 5 exchange. I shipped it back with their provided label. A processing exception delayed the return from November 27th to December 1st. I inquired about the tracking issue on the 27th but only got a reply after a week. Their communication was lacking. The return arrived on December 3rd, and I requested a refund, disinterested in the upgrade due to poor service. Customer service replied, offering a discount on the eargo 5 and another return label, which was unnecessary since I had already returned the item. My follow-up email was ignored until December 11th when I inquired about the discount. Assuming a $600 discount and my initial payment, they should refund me and provide the eargo 5 I never got. Customer service attempted to appease me with a partial refund without delivering the product. Please see the attached correspondence.

Failed to replace a defective device for 30 days and did not plan to extend the trial period. Consistently failed to return calls / emails. Ordered new pair of devices 1/7. Received 1/22. Welcome call 1/25. On 2/8 call to request replacement of defective device, told *** receive email w/ return label for defective device and tracking shipping of new within 2 days. Call on 2/11 after not receiving emails. Later on 2/11 receive return label email and apology explaining high order volume so slightly delayed. 2/18 no email and no other contact so I call again. Apologies someone *** be in touch. No one calls, but I get automated 30 days how we doing and then a "your trial is ending" email , so I call again on 3/1 to clarify I was told my trial was on hold until I receive the working device. Given apologies and going to try to resolve asap rather than wait for replacement unit. Told would hear or receive email within 2 days. Failed again, so I called again on 3/4 to ask why no response yet again. Informed on call of 3/4 that expediting shipping and provided tracking information. Contact to express my dissatisfaction with past, but hope to complete trial and would like to know what steps towards customer satisfaction *** eargo offer. I'm told no extension on trial, that I would have needed to request an extension of the trial I could not experience through no fault of my own and that *** credit to possibly offset the finance charges I may have experienced from *** their finance agent for late fees associated with the first two months I was unable to use the product due to their defect. I canceled my entire purchase today and was told I *** receive a return label via email within 3 days and all charges *** be resolved with *** by Customer Support Supervisor *** and given case # XXXXXXXX. If I receive any bills I *** be filing an additional complaint. No one should have to endure this horrific level of customer service and everyone should know that their poor behavior is consistent. Please warn people that they aren't worth doing business with.

Defective Charger, contacted 3 times to replace, have been given remedies, but no replacement. I received my Eargos on 11/30 and I keep having issues with the charger. For some reason, when I place the right Eargo in the charger, I get searching lights and random red lights on that side. I spoke to a rep (***) a few days ago and he suggested that I clean the contacts with rubbing alcohol, as they have seen manufacturing issues. I did that and am having the same issue, but now on the left side. To make issues worse, I finally had my initial appointment with ***, the audiologist assigned to me and she gave me advice on the presets and some of the options. To make the adjustment, you have to place the Eargos in the charger to "apply" the changes. Well, guess what, I get error messages stating it can't apply due to the connection issues. I emailed *** and she arranged for a replacement charger to be sent out...but warned me it can take 2+ weeks to arrive. I'm sorry, but that's not what I am expecting for a $*** investment. Also, my 45 day trial is completing in mid January...and I've barely been able to use them...and now waiting 2+ more weeks, which *** be around Christmas when it arrives. Today, I have been placed in the que to be called and also attempted to chat and got "***" after a while. ***, of course apologizes...and then lets me know: "I can certainly understand your frustration. There is an option to have the order expedited via UPS for $25 if you wanted to call our Client Care team to provide your card information. In addition, you're well within your 45 day right to return period until 1/15" Seriously? You want me to pay $25 additional to have YOU replace a defective charger a bit faster? She also "let's me know" I can return them...Wow. As cool as the device is, when it has worked for me, I'm having trouble supporting your company. At this point, I want a replacement charger sent out overnight to my address as well as a follow up appointment with my Audiologist before Christmas (I'm being told follow up appointments are in January now near my 45 day trial date) I also want my trial date extended till February 5th for the issues.

Extreme difficulty resolving malfunctioning product. Eargo has not returned phone calls. I purchased a pair of EarGo Max hearing aids on 7/13. Item # XX-XXXX-XXX Order # SOXXXXXX Serial # 4EXXXXXXXXX Cost $*** Loan $*** Around September 18, the left hearing aid became stuck on level 1. I cleaned ear piece once again and replaced the wax guard for the first time thinking this might be the problem. There was no change. I have been assiduous in following the cleaning process described in the instructions. For a period of time, I continued to use only the right hearing aid. With all that had transpired in 2020 with Covid, having only one hearing was doable. At this time I attempted to call the 800 number for assistance but the phone would ring several times and then just hang up. After few weeks of using only one hearing aid, I took the left aid back out, cleaning both devices and attempted to use both again. Now both hearing aids were stuck on level 4. Again I tried to contact the 800# and got the same senecio of hang up calls. I then sent a few emails to Eargo in an attempt to get a response. I received a response from the 2 or 3 emails I sent telling me there was no refund, that I was passed *** refund date. I was also informed there was a one year warranty but there could be additional cost. Said they would assist me if I had any other questions. I finally got to speak with a fellow who again explained to me that they could trouble shoot my hearing aids. I was in my vehicle and I said I would contact them again. He gave me another phone number to contact them because he stated the other number wasn't always answered (or something indicating that) When I called that number, the girl said she was familiar with my case and said that I had been through the troubleshooting process. When I told her I did not, she said she would have to talk with her supervisor. As of today (11/20) I made one more attempt to see if the Eargo hearing aid were working and the right device is still stuck on level 4 and now the left device is stuck on level 1. This has been a very disappointing purchase and a frustrating process to get resolved. I was so pleased to be able to hear better but it was very short lived.

is refusing to refund my purchase, even though they haven't been able to resolve a warranty issue I have experienced from day one. On 9/29 I ordered the *** hearing devices, I paid *** for them. On 10/5 I received them. On 10/20 I spoke with their support because I was having problems with getting the devices to charge, it took reseating them over and over again, sometimes up to 20 times to get them to stay charging; and even then sometimes the next morning, I will find 4 red lights on the charger indicating that one of the devices ended up not charging after all. They shipped me a new charger, which didn't resolve the problem. I kept contacting support and each time they would have me try something different. Most of this contact was done on the phone. On 2/2 I reached out via email expressing my frustration that all the things they had me try was not resolving the issues. I requested a refund. They responded that the refund date had expired and I was limited to warranty options. I explained that I had started the process of complaining about this problem within 15 days and they kept telling me that I had to go thru the warranty process. Finally after arguing back and forth on 2/17 I asked for them to send me all new replacements as one final try to get a functional product. I received these replacements on 3/8 and I immediately plugged in the charger to ensure it was fully charged and found one of the devices not charging - which has been my complaint all along. I reseated the device 5 times to get it into a charing state. So I immediately remailed the rep I had been working with in their support, providing pictures of the charging issues with the replacement devices and again asked for a refund, since their warranty replacements still had the same problem. On 3/15 - I had a different rep reach out to me via email and a missed call - asking me to call in so they could better help me. I called at 11:07 today and after the rep was brought up to speed, she consulted with her supervisor who again reiterated that I had missed the refund period and was limited to warranty. I asked how that was helping me when the warranty replacements did the same thing and all she did was apologize and tell me that was all they could do.

I purchased a hearing aid from an Eargo sales rep. She deliberately never disclosed that there was a $99 handling fee if the item has to be returned. I called Eargo to discuss my hearing aid options. I sent a copy of my audiological test that was to be looked at by their audiologist. I was told that I would definitely benefit from the most expensive hearing aid Eargo has. I proceeded to purchase the item through a sales rep named *** and was told that if they didn't work out that I would receive a full refund. I received the item on a Sunday and realized that they are not a great fit for my ears. I tried the customizable fiber plugs that they have and the aid just didn't fit. Also, the sound quality just was not up to par. I realized that I would need to send them back. Monday morning I received a phone call to see how the aids were working out. I told the sales rep that I would be sending them back because they did not work out for me. He told me that a representative would be calling me within 24 hours to speak with me about how to send the item back. That's when he told me that I would receive a refund minus the $99 handling fee. Ms. never disclosed that if the item doesn't work out that I would be charged a $99 handling fee. In fact, I was told that I would receive a full refund if the item had to be returned. I called Eargo to tell them that I was not given this information. The Supervisor told me that I would not be issued a refund for the $99 and to look on their website under the hyperlink Terms of Conditions that is VERY SMALL and greyed out in fine print on the VERY BOTTOM OF THE PAGE. I had their product all of 3 days before I returned it on Wednesday and they are charging a $99 handling fee. This company is unethical. They KNOW THAT clients are not being given this information and it is their way of still attempting to steal money from customers because they are a very small company and need to find ways to generate income even if customers do not purchase their item. When I spoke to a customer service representative, she expressed remorse and told me that they are having to stop their selling agents from using the term "full refund" because that is not the truth. She told me the there was nothing she could do and that she would escalate my case to a supervisor. I spoke with the "Supervisor" *** who informed me that they would pull the call of my conversations with *** for training purposes only but the $99 fee would not be waived because it is stated on their website, and on the invoice. I explained that if Its on the invoice, that would not have helped me much because at that time the item would have already been purchased. I would have NEVER purchased this item to try it out knowing that there was a chance it wouldn't work for me and I would be charged a $99 fee. Please look into the business principles of this company. They are willingly deceiving people. I asked to be able to write the president of their company to inform them of the deceitful selling tactics being practiced and was told that the decision had already been made by the highest person that I could consult with which was the Director of Customer Service Latasha H. There is nothing ETHICAL or right about this company. They lack INTEGRITY on all fronts and I will be contacting every review mechanism possible to warn others. EARGO IS NOT THE WAY TO GO!