Complaints

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:03/05/2025

  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 bought a wheelchair on 1/20/2025 after being in a very bad accident.After 3 weeks useage the foot rest strap broke. I comtacted merits due to their Guarantee and was referred to ************* for part. I had a simple request ship me foot rest and I would replace.They refused and said it would be charged **** ***** to get part that should have been replaced free based on warranty.People especially elderly, disabled, and those on fixed income need to be aware of this before they spend their money on product that breaks down after few days and company will give no assistance.

  Business Response

  Date: 04/18/2025

  At Merits, we provide service and support exclusively through our authorized dealers and distributors, we do not serve end users. If a distributor did not meet your expectations regarding warranty service, we recommend reaching out to another authorized dealer who may be better equipped to assist you.
  
  For privacy and security reasons, we do not have access to patient information, and our dealers are best positioned to provide the appropriate support directly to end users. If the end user wishes to find a different dealer that can assist them they can visit our website and find the nearest dealer by entering your zip code thru:
  
  *****************************************************

   

  If the unit was purchased by 1/20/2025 the unit and parts should be under warranty according to our warranty policy

• Initial Complaint

  Date:05/30/2024

  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.

  Serial No. ************ Order No. ********* We bought a new powered wheel chair in July, 2023.In May, 2024 a piece that clips the foot rest to the body broke off.We attempted to contact the distributor to file a claim against Merits warranty, but got denied due to "intentional damage caused by consumer", even though the break was on the weld with normal use.After we were told by dealer that Merits denied our warranty we tried to reach out to Merits directly. However the recorded message on their contact number does not have option for a device owner to talk to them directly. The only option is through a dealer.

  Business Response

  Date: 06/07/2024

  
  A new employee provided inaccurate information to the dealer regarding a warranty-covered issue, the warranty part has been sent to the consumer. Merits Health Products, Inc. has made multiple attempts to reach out to both the consumer and dealer, informing them that the replacement part will be delivered on 6/8/24. The tracking number for the delivery is 1Z1Y9Y100390664464. Attached to this message, you will find the quote and sales order related to this issue.If you require any further assistance or information, please do not hesitate to reach out.

• Initial Complaint

  Date:10/30/2023

  Type:Delivery 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 the original purchaser of a new, defective, Pioneer 9 S331 scooter, SN MU230101467, manufactured by Merits Health ************* (Merits); delivered to my address on May 5, 2023, by the supplier, ***************************, ***** (NSM) located in ********, ** *****. On June 26, 2023, the scooter malfunctioned. Without reason, the speed accelerated in motion and in an uncontrollable direction, colliding into the door stop of the building where I reside. On June 27, 2023, I wrote to Merits and NSM detailing the safety defects I experienced with the steering mechanism and the unintended movement of the Pioneer 9 S331 scooter. On July 6, 2023, in response to my June 27, 2023 correspondence, I received a call from the Merits representative assigned to contact me and facilitate a new replacement Pioneer 9 S331 scooter with no additional charges. The replacement would be shipped to NSM with instructions to NSM to deliver the scooter to my address. On July 13, 2023, Merits provided the PRO number, I626877666, Bill of Lading number, *****************, and the name of the freight carrier, R+L Carriers, confirmation that Merits shipped the replacement to NSMs ******** office; scheduled arrival, July 17, 2023 at 12:00 PM. Nevertheless, Merits, without explanation, reneged. The replacement promised was never delivered to me. Furthermore, Merits shut down all communication between Merits and myself. I was just recently informed Merits abruptly diverted the replacement destined for me as a consequence of an unsubstantiated and deceptive NSM inspection report.I am a 75-year-old mobility impaired senior dependent on powered mobility devices to maintain independence in my daily living activities. I cannot operate this scooter at the risk of injury to myself and others. As of October 27, 2023, Merits has neither responded to my correspondence, dated August 30, 2023, and October 16, 2023, nor honored Merits July 6, 2023 promise to replace my defective scooter.

  Business Response

  Date: 11/07/2023

  *****'s received a customer complaint on 7/9/23 from National Seating & Mobility.  Sales order ****** was created for a replacement order Pioneer 9, part number S331-1ARMUB.  The chair left the Merit's facility on 7/13/23 and was delivered to NSM (***************************************************************) on 7/17/23.  Attached is the R&L delivery receipt signed by ******************* at NSM.  

  NSM has been contacted by Merit's, since the chair left our facility NSM will need to work with customer.  

• Initial Complaint

  Date:09/11/2023

  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.

  My Merits Vision HD power wheelchair started having problems in April. I contacted to provider's repair department. ******************************** has been trying since 2 May 2023 to have the part sent. It is now 11 Sept. 2023 and nothing has been done. Three times they said they sent the part but nothing has arrived.Now no one will call back.During the week of Sept. 4 - 8, I went to their website three times and requested that someone contact me or ****. The site said I would be contacted in ***** hours. There has been no contact by phone or email. I called them today at ************. The consumer option had a message giving three options: 1) contact the dealer that sold you the product; 2) contact a wheelchair repair company at ************; or 3) contact them on their Merits website (which I had already done.) The recording then ended and the call was disconnected without any opportunity to talk to an actual person.I purchased the chair in June of 2022. It is still under warranty. I am unable to walk because of an amputation - this is not a toy.I would like the Merits Vision HD sport replaced.

  Business Response

  Date: 09/18/2023

  Dear ************,
  Thank you for bringing this matter to our attention.  We are sorry for any inconvenience that you have experienced.  We will do everything we can to resolve this issue as quickly as possible.
  I have done an investigation to find out the reasons that lead to this error and I concluded that its due to backorder of the part requested.
  In our best efforts to keep our customers happy and satisfied, we have sent the item overnight to ******************** from Southwest Mobility along with a new seat cushion. These items are at no charge to you. This is the least we could do in the light of this unfortunate event.  We strive for your satisfaction and we want to ensure a gratifying experience from all our customers.
  I would also like to inform you that we will take extra measures to make sure this does not happen again.
  I apologize again for any inconvenience.
  
  Best Regards,
  *********************
  Quality Control Supervisor

  Customer Answer

  Date: 09/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The parts were received by the local dealer in less than 2 weeks. Thank you!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/07/2022

  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.

  On behalf of *************************** (01/20/1942) Merit Wheelchair billed for through Humana with Humana paying part and my mothers copay paying part received in December 2021. The wheelchair was used minimally as my mother was ambulatory with a ****** except for long distances. The wheelchair was taken in April 2022 for repair due to wheel bearings and wheel falling off. Repairs were done through the local company where it was purchased (Active Medical). The wheelchair again had the same problem with the wheel bearings and assembly. I took it locally to Active Medical on November 17, 2022. Repair was to be completed after they received the part from Merits under warranty ( sales number ****** and local representative spoke with ***********************). As of 12/7/22, I was told the part is on back order and will not be available until January. My mother's health has declined and she is dependent on this wheelchair/ transport chair for mobility. Humana will not pay for another chair. When attempting to contact the company I am on hold....and the online contact form sends me to an error page. The numbers located on the wheelchair are ******************(11)200604(21)TMU200600217 AFter being on hold for 29 minutes Merit representative states that replacement must be done through the dealer. I have contacted Active Medical to pursue on my behalf, yet it is my mothers money (cash and insurance) who should have a say with the company how this is handled.

  Business Response

  Date: 12/21/2022

  Dear ****************,
  
  Thank you for bringing your important issue to our attention. Merits is committed to responding to our customers needs and does offer a one-year warranty on manufacturer defects on all parts.
  
  The parts needed for your replacement are on backorder and will arrive in January. To help expedite ***********, we have ordered the needed parts from a local vendor. You will receive the new wheel assemblies on Friday, December 23 at the address given on this file.
  
  We appreciate your business hope this helps you get ************** your life to the fullest.
  
  Sincerely,
  *********************************
  Director of Marketing and Inside Sales

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18537133
  
  I am rejecting this response because: I received a replacement wheel that does not match the existing wheel.  It is the incorrect part.  The width, height and diameter of the wheel is not the same.  The axle will not fit the bearing.  I have attached pictures The wheel is NOT a replacement for the wheelchair we own.  
  As previously requested I would like a replacement chair with OEM parts.  The chair is less than 12 months old.  She has been without her chair for 7weeks.  This part was previously replaced at the local 

  dealer in April. There must be a defect in the product 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/06/2023

  January 6, 2022
  
  Dear ****************,
  
  Merits is committed to responding to our customers needs and does offer a one-year warranty on manufacturer defects on all parts. I have left two messages for you to call me direct so that we may assist you more quickly. Please call me at **********************.
  
  As we stated before, the parts needed for your replacement wheels are on backorder and will arrive mid-January. To help you find a quicker solution, we sent you wheel assemblies (brand new wheels with the parts needed). These are OEM parts manufactured by Merits and purchased from another vendor who had them in stock. The instructions are in the box.
  
  The parts originally ordered will be sent to Active Medical. You can take the chair and the new wheels we sent you to Active Medical and they can replace them for you.
  
  We appreciate your business hope this helps you get ************** your life to the fullest.

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

  Directory of Marketing and Inside Sales

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18537133
  
  I am rejecting this response because:

  As previously stated the wheel sent is not compatible with the chair we have The first picture shows what was received   An invoice and a wheel in a fed ex envelope.  No instructions, no box, no bolt.  A wheel only.  The invoice has a return address of "monster parts" stating "universal caster wheel".  The second picture shows my defective wheel on the right and the replacement on the left.  The wheel hub that the bearing is mounted in has a thickness on each side which doesn't allow the wheel to fit onto the chair.  The existing bolt axle does not fit into the bearing as shown in picture 3.

  As for your attempts to leave a message, this is not a valid statement unless you have an incorrect phone number. I receive messages daily and my mothers phone does not accept messages.  
  

  Does your company have a local representative who could meet with me on your behalf to resolve this issue? Otherwise if your company still has these chairs on the market for sale, then I don't understand why the chair can not be replaced under warranty and get my mother back her mobility.   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/18/2022

  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.

  I received my VELOCITY P325 chair October 29,2021. It has a warranty according to the manual it is 18 months but Rehab Medical ( who sold the chair) told me 1 year warranty.The Tires are worn out, screws fell out of the tail light. Arm rest screws fell out also. Both Leg Pads fell off. It blew 3 -6 amps fuses. Needs battery supposed to go 20 miles on battery charge I can only go 1/2 mile.I am a double leg amputee & need this chair, it is my legs. I want a representative to come & repair this chair or replace it ASAP.I do not trust my chair, I do not want it to fall apart & ****** either get injured or Stranded.

  Business Response

  Date: 09/07/2022

  We called and texted ************** several times and his mailbox was full. While his complaint is with Rehab Medical, we are trying to help him get the parts needed to fix his chair. In order to do that I the serial number on his chair and some other information. He was able to locate the serial number so he is having someone help him today and our Tech Support Manager.