ComplaintsforHoveround Corporation

Wheelchairs

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Initial Complaint
05/02/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have had a Hover round chair almost three years and have constantly had a problem from the beginning with the chair being shoddy and hard to steer, Help from the company was impossible to get, They wanted to send me tires and I could put them on. I'm 86 and depend on the chair to function. Now the chair will barely move and it has steering problems, I have been told one thing after another were reasons they haven't fixed it . I had a lift put on my porch to get in and out of the house but the installer said it would be dangerous to use my chair with it. Now after one month of getting the runaround about getting another prescription from the Dr. ******** from Ins. I have been waiting "To be scheduled" Over two months without a chair and still waiting
Business response
05/16/2023
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
04/24/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
** January, my brother's Hoverround chair stopped working. I called Hoverround for service, and said I didn't think the controller was working. They said it sounded like a battery problem. My brother has ****************** so the process is cumbersome, but we got the doctor's ****** and Hoveround submitted the claim. It took serveral weeks to get a tech out to look at it. He told me that the battery was OK, but the controller and motor had failed. He didn't have authorization to fix anything other than the battery, so Hoverround would have to submit a new claim. They had 2 old phone numbers, and I have asked them to update the number every time I speak to them.We are now 3 months into this. A few days ago, I followed up with a woman in the service department. She said they had been trying to call, and when I asked her to check, they were still calling the wrong number. She confirmed they had received authorization for the controller and the motor. But since they couldn't get ahold of us, they had given the battery to a different customer. I replied that it didn't make sense because the service person who came out told me the existing battery was fine. But because of whatever she had on her paperwork, she was unable to move this forward.I understand that there are a lot of pieces to this process that this woman does not control, so I asked to speak to her supervisor. She said that he was not available. So I asked to be transferred to his voicemail, and she said she was not allowed to do that. I asked if she would give him a message, and she said she would but that she couldn't guarantee that he would call me. That was 6 days ago, and still no one has called. Nor have I heard from a repair person about scheduling the service.There are several things Hoverround could have done that would have prevented me making this complaint, beginning with a timely callback. I am just asking that they finish the job.
Business response
05/09/2023
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent ** from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Customer response
05/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. This response does not in any way address my complaint, but the chair was finally repaired. It took 3 months and no temporary use of a chair was offered.
Per my original complaint, I was told that the battery we originally applied for and was in the possession of the service tech on his first trip out, was given to another customer while we waited for additional parts. According to the service tech, that was not true. He had the battery in his truck the entire time. The office was unaware that he had all the parts but did not schedule him for service until I filed this complaint. My brother's chair could have been operational nearly a month earlier.
My brother has had this chair for 5 years, so he is eligible for a new chair this month. We have already made arrangements to get it from a different company.

Sincerely,

*************************
Initial Complaint
04/05/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hoverround has repeatedly sent a request for a new battery and battery charger to the wrong drs.I have been trying to get these items for my Hoverround chair since Dec.2022!The cust. reps are absolutely incompetent! I am disabled and I NEED my electric chair! I want this matter resolved ASAP please, please,please!!
Business response
04/07/2023
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent ** from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Customer response
04/11/2023

Complaint: 19900499

I am rejecting this response because:
The company is still doing the samething as before. I do not want this complaint closed until I have the replacement items for my power chair!
Sincerely,

*************************
Business response
04/27/2023
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent ** from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
03/28/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing this for my 86 yr. old mother. She can no longer walk on her own and has had a Hoveround chair for over a year now. 2 1/2 weeks ago the chair stopped charging. She has been unable to use it since. I called Hoveround to get the chair repaired but just keep getting the same answer that they're waiting on the technician. My mom is very frail and immobile, she depends on this chair. It has been extremely hard for her without it. It is unacceptable that they would take this long and still have not resolved the problem.
Business response
04/10/2023
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Customer response
04/14/2023

Complaint: 19862380

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
02/28/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My insurance and dr finally approved my electric wheelchair jan. 2023. I tried for weeks get someone help me gey chair ordered then paid my copay and n feb. 8 2023. Since then i cannot get anyone to get my chair i need it desparately.i cant go anywhere dr or any where
Business response
03/15/2023
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Customer response
03/29/2023

Complaint: ********

I am rejecting this response because:
I've received email.that my complaint ******** has been closed????i never got anything but initial confirmation of my complaint and now closed? I dont have my electric chair i need despatatley and no closer to getting it. Please help me with this issue this is my second ask for help i paid my share at great sacrifice on feb. 8 2023. And hoveround no closer to getting me a chair. I cannot leave house or get around.

Sincerely,

*****************
Business response
04/07/2023
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
02/01/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My stair lift is broken and I cant get assistance to get it fixed.All I get is the run around.their number is ********* 6o88.I was put on hold for 40 minute with no solution of when my chair will be replaced.I need it asap.I paid 145$ for the man to take pictures and that's all they did.
Business response
02/15/2023
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
12/06/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My scooter stopped working in June 2022, hover round stated someone would come out within 10 days to service the scooter but no one came. I waited 3 weeks, then called again and it was said the proper person didn't get the info and someone would call within a week to set up an appointment. Then my son had a stroke and needed to go to *****, the scooter doesn't work, I had to rent a scooter on very minimal income because can't get around without it, in my health. I've called at least 15 calls since June and no one has come out and I keep getting it is going up the chain of command and no calls back. It's now December.
Business response
12/06/2022
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
11/02/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I contacted this company months ago because I was having issues with my chair. They told me I had to wait for a repair company to call me and schedule the repair. They should schedule the repair. This has been going on months. I have issues walking and I need my chair. They keep getting smart with my over the phone.
Business response
11/10/2022
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
10/27/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I got my Hoveround around March of this year. On August 18th I had a issue that messed up the joystick. That day I called in a service order for a new 1. I was told it would take 2-3 weeks it's been over 2 months and I keep getting the same excuse when I call we are waiting on shipping from ***** or Hurricane Is holding up shipping. We don't keep parts in stock.
Business response
11/09/2022
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Customer response
11/22/2022

Complaint: 18319682

I am rejecting this response because:
Yes I received a letter stating they were having issues getting parts in but 2 days after filling the complaint they called me it was in. Came out yesterday Tuesday the 8th but go figure because they didn't want to send a tech out to look at it originally there is other parts that it also needs to be replaced.

Sincerely,

***********************
Business response
11/23/2022
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
08/30/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My mother, *******************, has been completely confined to a wheelchair for almost 20 years due to multiple sclerosis. She has used a Hoveround power chair for 20 years. It is not the most efficient wheelchair given her level of severe disability, but she is used to it and doesn't want to go with another brand. She received a new wheelchair about 6 months ago. My mother requires a power chair that has a seat lift because she cannot stand at all and without the seat lift, she is unable to reach cabinets or the clothes in the closet. Hoveround said that insurance would not pay for the seat lift and required us to pay $1,500 out of pocket before they would install it. It has not worked properly since we received the chair. I have called numerous times over the last 4-5 months and they refuse to fix it. In the beginning they told me it was a scheduling issue, then I was finally told that they do not have parts to fix it. Now I am being told that it is a scheduling issue again. When we were paying $1,500.00 for the seat lift, they had no problem getting it. Now that it needs to be replaced, they suddenly can't get the seat lift. Now the batteries are not holding a charge and they are trying to tell me that they have to get insurance approval to replace them. They chair is new. It should be under warranty. Not only is the company taking advantage of the elderly and disabled, they are scamming ********* I would like a refund for the seat lift if they are not going to repair it. I have legal and medical power of attorney for my mother and am authorized to handle this matter. I am also the contact person on her Hoveround account.
Business response
09/07/2022
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Customer response
09/09/2022

Complaint: 17896188

I am rejecting this response because:
The response states that you cannot respond due to HIPPA. This is a complaint about your product, not about a healthcare or private medical issue. Although I am grateful that the seat lift on the power chair was replaced, it is still shaking when it is lowered. I think the defect is in the chair, not the seat lift.

Sincerely,

***********************
Business response
09/13/2022
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Customer response
09/13/2022

Complaint: 17896188

I am rejecting this response because the power seat lift is still not working correctly. They did replace it, but it is still grinding and shaking. I think it is a problem with the actual chair and not the seat lift.

Sincerely,

***********************
Business response
09/13/2022
Good Morning ******

I have received the ***** release and the response from **************** concerning her mother (our client) ******************** Unfortunately, there are a couple of issues with the ***** release. If **************** has POA for her mother, we do not have a copy on file to verify it. Without that, Ms. ****** would need to sign the ***** release and it needs to be a signature, not just her name typed in like it was on the current copy.

We are sending their letter out today and will send a copy to you when the ***** is straightened out. Also, based on her response, we have opened a new service order to go out and observe what they are reporting.

***

*************** | Executive Admin Assistant to

*****************************, VP of Compliance

Hoveround Corporation | ***************************

6015 31^st ************************************************ 34203-5317

********************** | direct: ************ | fax: ************
www.hoveround.com | ********************************

Business response
09/13/2022
Good Morning ******

I have received the ***** release and the response from **************** concerning her mother (our client) ******************** Unfortunately, there are a couple of issues with the ***** release. If **************** has POA for her mother, we do not have a copy on file to verify it. Without that, Ms. ****** would need to sign the ***** release and it needs to be a signature, not just her name typed in like it was on the current copy.

We are sending their letter out today and will send a copy to you when the ***** is straightened out. Also, based on her response, we have opened a new service order to go out and observe what they are reporting.

***

*************** | Executive Admin Assistant to

*****************************, VP of Compliance

Hoveround Corporation | ***************************

6015 31^st ************************************************ 34203-5317

********************** | direct: ************ | fax: ************
www.hoveround.com | ********************************

Customer response
09/14/2022

Complaint: 17896188

I am rejecting this response because they are stating that I need to complete paperwork that I have not received yet. As soon as they email me the ***** form and provide a return address, I will complete the ***** form and send a copy of the power of attorney. They have my address on file.
It would also be helpful if they would contact their technician that came out so he could tell them that he has already done all he can do and cannot stop the seat lift from grinding............even after replacing it.

Sincerely,

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

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