ComplaintsforVive Health, LLC

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a vive scooter thru a company here in ***** *****. Thru ******** 5 months ago. The motor has gone out of it. I contacted customer service and was told that they would not warranty it because I did not buy it directly from them. It has a 1 year warranty on the motor.

  

  Business response

  11/14/2023

  After carefully reviewing the details, it appears that the scooter was acquired through a third-party channel that is not recognized as an authorized reseller of our products.
  
  Please note that the warranty coverage extends to purchases made directly through authorized channels. Unfortunately, transactions through other sources, like the one in question, fall outside the scope of the warranty. the recommendation would be reaching out to the third-party seller, as they are responsible for addressing any warranty concerns or issues related to the product.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a power wheelchair from Vive Health 10/9/2023. I paid an extra $250 to have it shipped overnight. Today is 10/11/2023 and the item has still not been received. I needed the item yesterday as they promised. After speaking to them, they could not tell me if the item had been shipped or where it was. They refused a refund other than the extra $250 paid for shipping, even though we still have not received the item.

  

  Business response

  10/13/2023

  The customer initially reached out to discuss an overnight shipment issue, and our representative extended an offer for a refund due to the delayed delivery. The customer declined the refund and requested to speak with a manager. Upon the return call, they expressed reluctance to engage with the customer service supervisor. It's worth noting that the customer has not provided a clear confirmation regarding whether they accept the refund. As of now, the item is still in transit. Should it not arrive by Tuesday, we will proceed with issuing the refund.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a vive 4 wheel mobility scooter and i found out that the battery pack is wrong for this machine and the back wheel drags when moving.i called them and they refuse to take back the product,wanted me to take videos.I should know if the product is a defective product,i want a refund

  

  Business response

  03/20/2023

  The customer placed the order on December 2022 and communicated with us regarding issues on March 2023, as stated on the website policies a return for a refund must be requested in the first 30 days of the purchase, after ******************************************************************************************************************************************************************* videos.

  The customer has not complied with any of the policies established, nevertheless an exception was made and one of our representatives will take the scooter back for a refund as mentioned on the case opened with the customer.

  Customer response

  03/21/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09:07/2023, I purchased a ********** Wheelchair, as I am a paraplegic and cant push my manual chair for 1 mile to the nearest bus stop. The sales price was $997, and my financial commitment was $53.83 per month for two years. The post on Amazon claimed that the chair came with a 5 year warrantee. Come to find out that the 5 year warrantee was for the frame only. I didnt have the chair for three months before it died on me and had to be replaced. It cost me $40 to return the chair for a replacement. Vive doesnt have any type of repair service in *******, so when it broke down customer service told me to send them a video of the chairs issue, then sent me a video back instructing me how I might fix it myself. Vive sent me a new chair in early December, and only three months the chair is dead again and I couldnt repair it by changing fuses in the batteries, like they instructed me to. This is when they said that my batteries needed to be replaced, and that they could sell me two for $75 per battery. *** already paid over $400 towards the chair, and wasnt going to purchase any parts from them, since the chair had died on me over 6 months. This is when I told Vive that I would be contacting BBB. All the sudden they are going to replace the batteries for free,BUT they werent in stock,and wouldnt be for two more weeks. Well two weeks has passed making it five weeks that Ive been unable to handle my everyday business, and now they say that the batteries havent arrived yet. They had batteries when they wanted me to pay for them. The employees have been very nonchalant about my problem and know the issues that theyve caused me. They dont care, and that type of behavior points to scammers. I looked on Amazon to make my complaint and Vive wasnt selling on Amazon anymore. My body isnt strong enough to push myself all around town. Not to mention that I live in ******* where the temperature gets a high as 120 degrees. Please help!

  

  Business response

  03/15/2023

  The Customer requested a wheelchair replacement after 2 months of placing the order because the battery was failing.
  
  The representative the customer talked to at that time explained we can make a battery replacement only so the rest of the wheelchair could still have a guarantee but the customer just wanted to replace it, the item was replaced 4 months ago, this resolution was made on November and the customer called back on February stating that the battery was defective one more time, this is not a common issue so it might be the product is being misused .
  
  According to the Guarantee Policies, which were explained to the user: "Each purchase can only receive one guarantee redemption.  We can not continually refund, replace or exchange your product".
  The policies can be found on this link: **************************************************************
  
  Overriding the company policies a representative told the customer they could replace the batteries only but the company does not have batteries in stock, they explained they should be back in about 2 months but the batteries are taking longer than expected and have not arrived, the representative still has the case open and has updated the customer on this matter.

  Customer response

  03/16/2023

   
  Complaint: 19594733
  
  I am rejecting this response because: Half of what was said in the response, like me calling about my batteries when the chair died after two months. I didnt know what was wrong and neither did they. They instructed me to change the fuse in the battery. 
   This time its a different problem, and of course their resolution was to change the fuses in the batteries. Seems to be the answer for every problem,  Also, when I was told that they would replace my batteries, I was told mid-March (2 weeks). Not 2 months. 
   Why they arent selling on Amazon anymore? Seems kind of fishy to me  

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

  

  Business response

  03/30/2023

  The customer had a replacement made before, as stated on the policies of the company, each item can be replaced or refunded once only, the company cannot continuosly refund or replace items.

  In this case, the company made an exception and is going to replace the batteries of the item but they are not in stock right now so the customer will need to wait until they are back in stock.

  Vive Health is still selling on Amazon, in this case there is nothing else the company can do because they are still waiting for the batteries and the product is no longer under warranty.

  Customer response

  03/30/2023

   
  Complaint: 19594733
  
  I am rejecting this response because Vive is a company that sells a product with parts that stop working as soon as the warrantee ends. Then they want to sell me new parts that will also die as soon as, and giving me some new batteries, I dont accept it. Same batteries same problem. Its about to be a month since I first complained to Vive and theyre nonchalant about the hassle. Preying on handicapped customers is dispicable! 
   In order to get this thing back on the road, I have to spend #$204 and due to the fact that I am having to spend money out of my pocket to have a working wheelchair is unacceptable and I want that money back by deducting $204 from what I owe to pay it off. 
   They are unethical and I wont continue to pay Vive unless I get the money back. 
   It Vives responsibility not to make excuses, but to take care of their customers.

   FYI, Vive. It doesnt end here!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/7/23 i purchase a electric Scooter vive. and try to retun the scooter on 2/9/23 for refund , within the ten day return.period . they refuse to send a return label

  

  Business response

  02/15/2023

  The customer requested a return for an exchange and the representative requested pictures to approve the return because as stated on the website policies this might be required to approve a return or refund request, nevertheless, the customer denied to send pictures so the manager of the department explained if the pictures are not sent, a cosmetic fee might be charged if the item arrives defective to the warehouse.

  The customer denied to send pictures but the representative sent the label yesterday for them to return the item and issue a refund or make the exchange requested.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few years ago I purchased a 2 pack of 32" reacher/grabbers from this company. They came with a "lifetime" warranty. I have had 5 break in the period of roughly 3 years and have made 2 claims on the product to have those grabbers replaced. At the time of original purchase, there was no stated limit on the number of warranty claims that could be made and the product had a "lifetime warranty" nor was there any limits or definition of lifetime warranty provided on Amazon.com where I purchased the product nor on the packaging for the product itself. I recently broke the 6th grabber (leaving me with none left) and I attempted to claim a replacement through my lifetime warranty and was denied a replacement because now (not at the time of my original purchase) had a policy of only one (1) claim redemption per warranty. I'm very upset that they are not honoring their lifetime warranty as it was the major reason I purchased their brand vs. any other brand. They no longer offer a lifetime warranty on this product as I guess they have had similar complaints such as mine since offering that warranty and have discovered their product is not as sturdy as advertised and believed by them. I would like them to honor their lifetime warranty and replace my grabbers. If they didn't want to honor that warranty, they should have never put such a warranty on their product. The "lifetime warranty" that used to be offered one this product is not only misleading, but just plain fraudulent.

  

  Business response

  02/14/2023

  Customers must establish a contact for Vive Health to comply with the warranty, the customer contacted the company once in 2021 after the 30-day return window but still under the "Lifetime Warranty", the customer got a replacement at that time and they contacted the company again to ask for more replacements, unfortunately, as stated on the website and Amazon policies "Each purchase can only receive one guarantee redemption.  We can not continually refund, replace or exchange your product".

  Since they got a replacement once, the product cannot be replaced or refunded again.

  Customer response

  02/14/2023

   
  Complaint: 19392073
  
  I am rejecting this response because:

  There was no limitation to times warranty could be redeemed on either Amazon's site or businesses site at the time I purchased this product and if there were instructions to register this device on their site, the Amazon site or on the device packaging I would have done so. 

  If a business doesnt intend to honor a "lifetime warranty" which came with the originally purchased devices and again on th replacement devices, then they should not put a lifetime warranty on a product. To do so is deceptive to the consumer and a fraudulent business marketing practice to bolster sales of their product. I am not the first to complain about their failure to honor their warranty as I saw many reviews on Amazon stating the same problems. This business made the warranty and guarantee on the "lifetime" durability of their product and sold this product under those warranties and claims and they should honor those claims. As a business, if you dont want to lose money, use business practices that are not fraudulent and back your products with the claims and warranties you make. If you cant honor a "lifetime" warranty, do not offer one with your product to falsely bolster your products quality or durability to gain additional sales over your competitors. I court in a civil case, words like "lifetime" are given their everyday and ordinary meaning unless those words were defined differently in a way the "ordinary consumer" would be able to interpret it. You neither defined "lifetime" at the time of my purchase of your product and the definition you provide now is undefined as it does not define "lifetime" In amanner of time or in any manner that could be easily understood by the ordinary consumer as im pretty sure that the ordinary consumer has no idea what the expected or ordinary lifetime of your product is.  A B.S. disclaimer, which this definition is, does not relieve your company of its obligation to honor the "lifetime warranty" that you gave every consumer who purchased your device.
  
  Sincerely,
  
  *********************

  

  Business response

  02/16/2023

  As stated on the Amazon website "We recommend that you do not solely rely on the information presented and that you always read labels, warnings, and directions before using or consuming a product. For additional information about a product, please contact the manufacturer". This explains that before purchasing an item the customer has the responsibility of reading the warranty policy established by the company directly (or the manufacturers) and as stated in the manufacturer/company policies the product is subject to only one replacement or refund when it is under a Lifetime Warranty. 

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the **** electric wheelchair. Upon receipt I found that I am unable to lift it into and out of my car. It's totally useless to me if I can't take it with me to hospitals where I have to walk a great distances.I contacted the company VIVE Health and they want $180.00 restocking fee. I haven't even opened the box. I'm 75 on oxygen and a very limited income, in fact, I purchased this item with a CC.Please inform people this is a scam.Sincerely *********************** **********************

  

  Business response

  12/09/2022

  The customer contacted us to return the wheelchair.

  We have the policies published on the Website and Amazon where it says if they item does not have a defect we need to charge a restocking fee and the label fee.
  In this particular case, the restocking fee can be refunded to the customer but the label fee needs to be charged.
  
  Also, the customer has not sent pictures of the item or the box and those are needed to make a label so the customer can return the product (that's also explained on the policies)

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an electric scooter from them thru Amazon on August 22, 2022. I began seeing each day that I used it I couldnt go any distance. Finally it got to where I could only go a few yards before it quit. I contacted their customer support, first thru Amazon, but received no response so I contacted them directly. I was asked to provide a video of the issue which I did. It was determined that the battery was the problem. Next I receive an email with an attached ***** shipping label for my to return the battery to them. They want me (Im disabled) to fabricate a shipping box and pack up the battery and take it to a ***** shipping site. All this before I get a replacement battery. They didnt say whether they want just the battery or the whole part of the scooter that houses the battery. I contacted their customer support and asked if they would ship the replacement to me and once I had it I could use that box to return my defective one. They could also send a pickup call so ***** could pick up at my home. When I wasnt happy with that response I asked to speak to the persons supervisor. I was told the would call me back in10 minutes. No call! I did get an email with an attached audio of my call to them. They are taking advantage of those of us that are disabled and need scooters to get around. I have a useless $900 thing sitting in my garage that is of no use to me!

  

  Business response

  11/23/2022

  Hello,

  The company contacted the customer directly and handled the situation, the item was defective.

  As shown on the incident, they agreed to the solution provided by the company and the product involved was replaced as it was previously discussed.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two years ago I bought a 3 wheels MobilitynScooter at Vive Health in **** ******************* in ************************ and three monts ago star to fail. I called VIVE HEALTH and since then I have had so many problems with them. They first tried to fix it by Videos, sending me the video teaching me how to fix it, even if they know I am a Disable person but i tried and could not do it. Then they said was going to order the part and I have to install it but passed the days and two monts and when I called again they told me they did not find the part, that i have to do it myself. I told them I can't look for something that i don't know and with my disability. But they continue denying the help and my scooter continues damaged and they just do not care. all the persons who I spoke treated me very bad, like am an ignorant, all the persons I spoke like ******, ********, ***** and ***. Others that I don't remember their names. When I told them I was going to call Better Business Bureau and ************************* they just sent me an email apologizing because this issue "went out of their hands." That is all.! I want they find and order the part, fix it or give me a new scooter. The Scooter Model is MOB1025-8LU. Order Number 113-2680857-6990618. The name of the part that is damaged is "Steering Wheel Column Cable" as ****** told me.Thank you so much if you can help.

  

  Business response

  12/07/2022

  The customer placed the order on November 2020 and communicated with us on June 2022.

  As explained on the guarantee policy, the electrical part of the item has a 6-month guarantee, apparently a cable was not working and they needed to change it.

  Since the company didn't have that cable in the warehouse, the solution provided was going to a DME store where they could sell the cable and fix the item, the customer agreed to that solution as shown on the calls they had, they said they were going to a DME store so the item could get fixed.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PURCHASED THREW AMAZON. TRANSPORT STAND ASSIST. MODEL MOB1043WHT. THREE DEFECTIVE PARTS. JUST NEED REPLACE MENT PARTS,

  

  Business response

  12/07/2022

  The customer communicated with us to explain there were some parts bent on the product.
  According to the policies of the company, all the issues must be confirmed with pictures or videos of the issue before sending a replacement or parts for the item, there were two requests attempts for these pictures or videos, they never sent the pictures, therefore, the company couldn't continue with a replacement or a refund for the item.

*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. ↩