Complaints

This profile includes complaints for Hoveround Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Hoveround Corporation has 6 locations, listed below.

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  Hoveround Corporation

  6015 31st St E Ste 201 Bradenton, FL 34203-5317

• 

  Hoveround Corp

  6300 Limousine Dr STE 118 Raleigh, NC 27617-1853

• 

  Hoveround Corporation

  4913 Chastain Ave # 33 Charlotte, NC 28217

• 

  Hoveround Corporation

  Nashville, TN 37211

• 

  Hoveround Corporation

  307 Treeworth Blvd Broadview Heights, OH 44147

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** 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

  Date: 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 Answer

  Date: 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

  Date:04/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 04/14/2023

   
  Complaint: 19862380
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.