Quick Answer: hear.com is a legitimate, BBB-accredited business with an A+ rating and a 4.6-out-of-5 “Excellent” score on Trustpilot from roughly 1,900 reviews — it is not a scam. But BBB records show 127 complaints closed over the last 3 years out of 341 total customer reviews, clustering around three real patterns: aggressive follow-up contact after a customer declines to buy, service and warranty access that narrows sharply once the 45-day trial ends, and a pair-only replacement policy that has denied at least one buyer a single lost-unit replacement. None of this makes hear.com untrustworthy, but it does mean you should use the full trial window deliberately and get anything you’re told confirmed in writing.
If you’re researching hear.com because an ad or a phone call got your attention, you’ve probably also seen the glowing reviews — and they’re real. What’s harder to find is an honest look at the minority of buyers who had a rougher time, and why. We pulled hear.com’s BBB complaint history and Trustpilot data to see what the actual failure patterns look like, not just the aggregate score.
hear.com’s reputation, by the numbers
- A+ is hear.com’s Better Business Bureau rating; the company has been BBB-accredited since January 2016, per BBB’s public profile.
- 4.6 out of 5 (“Excellent”) is hear.com’s Trustpilot score from roughly 1,900+ reviews, with about 82% rated 5 stars and 8% rated 1–2 stars.
- 127 complaints were closed by BBB over the last 3 years, against 341 total customer reviews logged on the same profile.
- 59 of those complaints involve service and repair — delayed adjustments, warranty access problems, or a refusal to repair/replace a device once the trial period has closed — the single largest complaint category.
- 40 complaints involve product performance, and a combined 12 involve refund or billing delays.
- 45 days is the length of hear.com’s money-back trial on every Horizon purchase, and it’s the deadline that determines whether most of the complaints below were preventable.
The 3 complaint patterns that actually recur
Reading through BBB’s case summaries, the complaints aren’t random — they cluster into three specific, avoidable situations.
| Pattern | What happens | How to avoid it |
|---|---|---|
| Follow-up contact after "no" | Calls or texts continue after a customer declines to purchase or asks to stop being contacted (BBB case, July 28, 2026) | Ask for written confirmation you've been removed from the contact list, not just a verbal "yes" |
| Pair-only replacement policy | A single lost or damaged unit isn't replaced individually — Horizon is sold and serviced as a matched pair (BBB case, April 28, 2026) | Confirm the individual-unit replacement policy and cost before you buy, especially if you're accident-prone |
| Support narrows after day 45 | A device issue reported just after the trial window closed was treated as outside the eligible service period (BBB case, April 21, 2026) | Test the devices hard in the first 45 days and report any issue in writing before the deadline, not after |
What hear.com actually is (and isn’t)
hear.com is a direct-to-consumer marketing and matching service for hearing aids, not a hearing aid manufacturer. It sells its Horizon house brand — built on Signia/WS Audiology hardware — through a nationwide network of partner audiologists, after routing buyers through an online hearing quiz and phone consultation. That model is what generates both the strong reviews (professional fitting, a real 45-day trial, three-year warranty) and the complaints above (a sales-funnel business has more contact touchpoints than a shelf product, and the professional-service model means support can feel different once you’re past the trial). See our full Horizon hearing aids review for the models, tiers, and real prices.
None of the complaint categories amount to a fraud allegation — BBB’s own accreditation and A+ grade reflect that hear.com resolves the large majority of the disputes brought to it, typically by acknowledging the issue and pointing to a specific policy (trial deadline, pair-only sales, contact preferences) rather than denying the case outright.
If you’d rather skip the consultation entirely
hear.com’s model — and its complaint pattern — is a direct result of selling a prescription device that requires a consultation and fitting. If your hearing loss is perceived as mild-to-moderate, FDA-regulated OTC hearing aids skip that funnel completely: you order online, self-fit with an app, and there’s no sales call to manage in the first place.
Jabra Enhance Select 700 — no consultation required
- Order directly, no phone quiz or sales consultation to opt out of later.
- 100-day return window — more than double hear.com's 45 days.
- Optional remote audiologist support if you want it, without the outbound sales calls.
Ordering OTC also means the device typically ships in a day or two instead of waiting on a scheduled consultation. Get your hearing devices and accessories in two days — try Amazon Prime free for 30 days.
For more self-fitting options, see our best OTC hearing aids and best RIC hearing aids roundups. If your hearing loss is more than mild-to-moderate, is sudden, one-sided, or involves pain or drainage, see a hearing professional before trying any self-fitting device.
The bottom line
hear.com is legitimate — an A+ BBB rating and a 4.6/5 Trustpilot score from nearly 2,000 reviews aren’t easy to fake, and 127 complaints against that volume is not an alarming ratio. But the complaint record does point to three specific, avoidable failure modes: unwanted follow-up contact, a pair-only replacement policy, and support that tightens sharply once the 45-day trial closes. Get contact-preference changes in writing, know the individual-unit replacement policy before you buy, and use the full trial window on purpose. If you’d rather avoid the consultation funnel altogether, a self-fitting OTC device like the Jabra Enhance Select 700 delivers comparable everyday performance without the phone calls.