ComplaintsforHoveround Corporation

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hoveround, in the person of a technical representave, came to improve operation of its wheelchair, but left it in a defective and dangerous condition leading to accident and injury (see attached chronology); that was probably due to carelessness or insufficient training. A prompt request for remedy was refused and I was advised to not use the chair even though I couldn't walk. Twenty days later nothing has been done except to inquire as to my health insurance policy. The chair is unusable and the injury is healing. Hoveround caused the problem, has refused to put the chair back into useable condition or offer anything about the injury.

  Business response

  04/07/2022

  Consumer Response /* (3000, 7, 2022/03/11) */ Rec'd a phone call from a lady at Hoveround. Their position is unaccedptable in denying any responsibiliity and continuing to delay any repair, cost responsibiliity, or recognizing their role in the damage. It is apparently the practice of the company to collect signatures from patients without their knowing what they're signing, and their practice to extract payment for their errors from any possible source regardless of the continued sufferinng of their patients. Business Response /* (1000, 14, 2022/04/07) */ 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. Consumer Response /* (3000, 16, 2022/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hoveround conceals the facts that their rep 1) came out to ameliorate the jerkiness of the chairwhich both he and a rep from Hoveround said could not be done, 2) that he worked on the tires. They also lied that "Our mission is to deliver the highest quality health care" when they refused my request for help, knew that I couldn't walk and neverthess told me not to use the chair, and did nothing at all in all these many weeks to provide help. A 3rd party has now examined and repaired the chair, and will testify if suit follows after allowing Hoveround additional time to reflect on its non-actions and flat refusal of help in a case caused by their own negligence and false representations. Business Response /* (4000, 18, 2022/04/21) */ 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. Business Response /* (4000, 32, 2022/06/13) */ please see attached business response.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sister got a power wheelchair from Hoverround a year and a half ago. Medicare paid for most of it. My sister had a 20% copay and she is poor and it was hard for her to pay it. The chair lasted about 8 months and hasn't worked since. She has been trying to get Hoverround to fix it for over a year with no fix. They say Covid. I understand Covid could cause some delay, but a year and a half? It seems ridiculous. Meanwhile my sister is trying to get her 10 year old chair work with using special tools to turn it on and off.

  Business response

  02/24/2022

  Business Response /* (1000, 6, 2022/01/24) */ 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. Consumer Response /* (3000, 8, 2022/02/02) */ I thought I should give more details. My sister's name is *********. Her phone number is ************. She originally received the chair July 2019. The repairman Kevin here in Oregon replaced a bearing incorrectly and said he would come back with the correct bearing but needed a service order from Florida to do it. She has waited 18 months for that Service order. I have now visited my sister and obtained more information. Her email is *********@yahoo.com you are free to contact me or her for more information. Thank you so much. *************

• Initial Complaint

  01/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new hoveraround last year in October 2020 I called them right away telling them the seat was killing me. Then a few days later I called was transferred to service the seat complete broke out, this was October no reply for months I called several times and they said the seat was stuck atborder. I called again in December still said same thing even though my power chair is my only form of transportation and is unusable. I then called told then the mother was going out they said someone would call but no call I tried to put blankets on seat then moter went out no call back again. This is not right to hurt a disabled person like this

  Business response

  01/24/2022

  Business Response /* (1000, 9, 2022/01/24) */ 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. Consumer Response /* (3000, 15, 2022/02/15) */ The company magically had the seat in after filling complaints now I have had for a couple weeks and it's broken again and the metal has made a open womb on the back of my leg. This chair has a broken arm seat broken tires lean in even after he fixed everything this by far is the most uncomfortable seat. I have owned 2 previously loved them but this one is so bad Consumer Response /* (3000, 18, 2022/02/23) */ The repair man called today said he had an appointment with me today but I had no idea he was scheduled no call from anyone period. I was on my way to womb care to deal with the womb on the back of my leg due to chair. The chair is also making a loud popping noise then I start driving or turn. Like the thing is going to cave in. This chair needs replaced it is so bad

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business commits to providing excellent service and quality products. The company hasn't provided the services as promised. The wheelchair had issues since day one and I have been fighting with them since 2019. The wheelchair was none working from day one. The tech said that I had to accept the chair or I would have to go through the 3-month process of getting the chair. I called multiple times about the wheelchair and still, no one will fix the chair or replace it. I requested that they come and pick up the boat anchor and they refused and still billed Medicare. I reported to Medicare and they didn't care that Hoveround was committing fraud. Michael was very rude on November 29th, 2021 refusing to fix their mistake on replacing wheels that didn't need to be replaced. He also transferred me back to the billing which they were the ones who. Michael said they will wave the $22 as I was typing this.

  Business response

  01/24/2022

  Consumer Response /* (3000, 7, 2021/12/02) */ Today Dec. 2 at 1:37 pm I received a call from Hoveround and they are not honoring what Michael said with waving the $22 plus. After fighting with them since February 2019 and only because I filled a complaint they said they would replace the motors as if it was under warranty. I spoke with Christina today. However I ended up donating the wheelchair to Living hope. Noticed that seating in the chair it was actually too small. Consumer Response /* (3000, 14, 2021/12/20) */ Hoveround had sold me a power wheelchair and refused to listen to me and forced me to take Service that wasn't necessary to gain more money from my insurance and then bill me as well. I still never received a working wheelchair from the company and I shouldn't have to pay anything that they are requesting me to pay. They refused to fix my wheelchair because it was a costly repair. Had an employee named Linda play as if her feelings were hurt just to get me off the phone and then change her reasoning of how I hurt her feelings. They are demanding that I pay them for the nonworking wheelchair or service or co-insurance or deductible or whatever they come up with each time. Business Response /* (4000, 24, 2022/01/24) */ 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. Consumer Response /* (3000, 30, 2022/02/03) */ The company made several threats to ruin my credit due to this $20 plus amount. I did a 3 way call with hoveround and my insurance. Multiples times my insurance told them that there's no cost for me for the service and the reason they deny the claim is because hoveround isn't submitting the claim correctly and to the wrong portion of the insurance. On top of that the claim is to old to submit. They must waive the cost due to them not submitting the payment on time. It isn't the customer responsibility when the company fails to submit a claim on time. The last 3 way call hoveround employee was very rude to my insurance and their tone was very unprofessional. They keep calling me demanding me to pay. I have asked them repeatedly to stop calling me. Business Response /* (4000, 33, 2022/02/07) */ 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. Consumer Response /* (3000, 14, 2021/12/20) */ Hoveround had sold me a power wheelchair and refused to listen to me and forced me to take Service that wasn't necessary to gain more money from my insurance and then bill me as well. I still never received a working wheelchair from the company and I shouldn't have to pay anything that they are requesting me to pay. They refused to fix my wheelchair because it was a costly repair. Had an employee named Linda play as if her feelings were hurt just to get me off the phone and then change her reasoning of how I hurt her feelings. They are demanding that I pay them for the nonworking wheelchair or service or co-insurance or deductible or whatever they come up with each time. Business Response /* (4000, 24, 2022/01/24) */ 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. Consumer Response /* (3000, 30, 2022/02/03) */ The company made several threats to ruin my credit due to this $20 plus amount. I did a 3 way call with hoveround and my insurance. Multiples times my insurance told them that there's no cost for me for the service and the reason they deny the claim is because hoveround isn't submitting the claim correctly and to the wrong portion of the insurance. On top of that the claim is to old to submit. They must waive the cost due to them not submitting the payment on time. It isn't the customer responsibility when the company fails to submit a claim on time. The last 3 way call hoveround employee was very rude to my insurance and their tone was very unprofessional. They keep calling me demanding me to pay. I have asked them repeatedly to stop calling me. Business Response /* (4000, 33, 2022/02/07) */ 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. Consumer Response /* (3000, 40, 2022/02/28) */ Please see the attached signed documents received. Business Response /* (4000, 42, 2022/03/03) */ Per the HIPAA release signed by Mr. ****, I have attached a copy of the response letter we sent to him in resolution of his complaint. Please call me if you have any questions. Pam H. Pam H. Executive Admin Assistant to Amanda McFaddin, VP of Compliance Hoveround Corporation Personal Mobility Solutions **** ********* Industrial **** ********* ** XXXXX XXX-XXX-XXXX, ext **** direct: XXX-XXX-XXXX fax: XXX-XXX-XXXX www.hoveround.com *******@hoveround.com Consumer Response /* (3000, 46, 2022/03/03) */ According to my insurance there is no deductible and every time my insurance and I call Hoveround the employees are rude and disrespectful then hang up on them and my insurance company when we are told to call three-way call. Hoveround is not cooperating with my insurance what and me was this issue. The employees at HUB around know that this $20 I'm sorry $22 is Knotts correct. They assume that they will be in trouble by the federal government if they waive the fees I was not a a speed that I have to pay. There's no tow insurance deductible to pay I already paid a coinsurance what I am due back. I have been cooperating what's up around but yet I'm being mistreated by them. I said roll times where one employee cried because she felt like she's being disrespected too when I told her that she is not listening to me and that there is no car insurance and my insurance is saying that there is no coinsurance. There are many different calls from me and my insurance together and they have noted multiple times that Hoveround has been rude to them and hung up on them when they're trying to get them to submit the documentation correctly because Hoveround is not submitting the documents correctly to the correct department.

• Initial Complaint

  11/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company will not give me a receipt. My scooter needs an adjustment and the company wants to charge me over $100 to come back out and fix the controller. The controller is extremely sensitive, causing me to bump into everything. The machine is also brand new. I have not even had it for two months. I have been calling asking for help since the first week I've had it and I have continuously been receiving the run around with this company.

  Business response

  01/05/2022

  Business Response /* (1000, 6, 2021/12/10) */ 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

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased chair in Aug...after purchase i recieved no communication, no receipt or delivery timing. I finally called to request reciept which was an hour long call to get. Everytime I would call to get update on delivery they could tell me nothing..literally...even said" you do know we are in florida and you are in washington?"... um and what difference does that make. Finally received chair...but have an issue with sensitivity on controller....told by delivery person they could send someone out... called the company tech support....told me it woukd cost $245...not a warrenty issue yet it is their issue and should do an adjustment. So, on Oct 21...i paid them the money, asked for a reciept was promptly told i would have to fax in a written request for this.WTH...this is my money i paid them and again, refuse to simply give me a reciept. A week later i called again as i had not heard on scheduling, was told that sorry we cant do that after all, we dont have anyone in that area, and my money was refunded 3 days prio to that call since then i have been promised calls back etc, never to recieve one and now i have found out my money was never refunded either. I called today to find out why, got transferred to 2 wrong departments with now another promise of a call back that will never happen. I want forst amd foremost for them to adjust this sensitivity on a $3000 dollar chair so my mom can safely use it. Then I want my $245.93 refunded asap. I will be working with my credit card company as well Hoveround is just about the WORST company i have ever dealt wirh. There is no communucation from that company, long hold times, 60 min or more sometimes, refusal to give proper reciept for money they take, broken promises of a return call etc. I could go on and on... Please do something...no one should have to deal with this. I will never recommend them ...********

  Business response

  12/21/2021

  Business Response /* (1000, 6, 2021/11/26) */ 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. Consumer Response /* (3000, 8, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company/ corporate has never reached out...tech support did and hopefully wexare on the way to resolution there is ABSOLUTELY no hippa involved in this compmaint about eqyipment...so no reason for them not to respond here..mits a cop out on their part to avoid addressing their issues Business Response /* (4000, 15, 2021/12/21) */ 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

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Wheelchair has been broke going on three weeks now I've called Hoveround many times and told them that my chair is my only means of getting around and now they said that they cant fix it now until the day after Thanksgiving so there goes my Thanksgiving

  Business response

  12/09/2021

  Business Response /* (1000, 6, 2021/11/22) */ 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

  11/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a wheel chair for my mother who had a stroke and cant ambulate without a power wheelchair with the assistance of United Healthcare, her insurance and $486.66 of my personal money on September 23,2021. I was told this would be submitted as a critical order and would be filled as soon as the paperwork was in from the insurance company. I call 1-3 times a week to see where the wheel chair is and the company has no idea. They say they can only email that department and they have no phone. They have no info as to if the wheelchair has been made shipped or anything at all . But they do have my money. I am very frustrated and believe Mr. Tom K. needs to address this immediately. As a nurse, this is an unacceptable way to do business.

  Business response

  12/17/2021

  Business Response /* (1000, 6, 2021/11/22) */ 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. Consumer Response /* (3000, 8, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have talked to one of the managers, Mark but still have no wheelchair. There was no offer to expedite the delivery or overnight it when they were finally are able to ship it. It will have been three months that we have been waiting so far. To go and order from another company at this point puts such a strain and may prolong it even longer before receiving a power wheelchair so our mother can go to the bathroom and ambulated to the dining room to eat etc... it has been a very depressing period being without a power wheelchair is critical. There was no offer to discount the product for our severe inconvenience. . Business Response /* (4000, 10, 2021/11/26) */ 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.

*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. ↩