Complaints

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

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  Rehabmart.com

  3651 Mars Hill Rd Bldg 2400 Watkinsville, GA 30677-5985

  
• 

  Rehabmart.com

  1367 Sydneys Pass Watkinsville, GA 30677-8393

  

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:02/12/2025

  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.

  Please note that on or about a month after my purchase the bed stopped working completely. I contacted the warranty information provided with the bed. They requested serial numbers on bed frame which were non-existent. I located serial numbers on the actuator motor which I offered to pay for even though I am covered by the warranty because my mother is 90 years old and I still got ignored. I then reached out to RehabMart, and they promised me to help me. They requested that I wait while they reached out to the manufacturer and the warranty department. They have been very polite and continue ask me to wait. This whole matter has been going on for close to 5 months. I asked them to please provide me with someone who can service these automatic beds or provide me with contacts to obtaining parts all to no avail. All keep hearing from them when I call every week is that they're working on it. My mom is 90 years old she keeps asking me about how long and don't know what to say to her. I would just like for them to honor their warranty I paid $1,300.30 with shipping which everyone in the family put together. All I want is for them to replace the bed or reimburse me. We all work very hard it's not easy to comeupwith that kindofmoney. Thank you for your help.

  

  Business Response

  Date: 02/19/2025

  Dear *****,
  

  I want to extend my sincerest apologies for the prolonged difficulties you've encountered with your EZ Out Bed and the distress this has caused, especially considering your mother's needs. Your patience throughout this challenging period has been commendable, and I deeply regret the frustration this situation has brought upon you and your family.

  
  As you are aware, the warranty for your bed is provided directly by the manufacturer, **************. Our role at RehabMart is to facilitate communication between our valued customers and manufacturers to ensure warranty claims are addressed appropriately. Unfortunately, the unexpected passing of the owner of ************** has led to significant disruptions in their operations, including a halt in communications and support services. This unforeseen event has severely impacted our ability to expedite resolutions through the usual channels.

  
  Understanding the urgency of your situation, we have taken additional steps beyond our standard liaison role. We have engaged a reputable service company specializing in medical equipment repairs to assess and address the issues with your bed. A case has been initiated with this service provider to facilitate the necessary repairs or provide alternative solutions to restore the bed's functionality for your mother.

  
  Please be assured that we are treating your case with the utmost priority and are committed to achieving a swift and satisfactory resolution. I will continue to provide you with regular updates on the progress and any developments related to your service request.

  
  Once again, I apologize for the inconvenience and distress this situation has caused. We are dedicated to resolving this matter promptly and appreciate your continued patience and understanding.

  
  Warm regards,

  
  ****** ******** Post Fulfillment Manager RehabMart

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22930236
  
  I am rejecting this response because:
  I am going on almost 6 months of back and forth concerning a solution. The business Rehabmart, has been very helpful in answering my concerns and have assured me that they are going to handle the problem for me. At this time I'm going to allow the company time to resolve this issue since they are dealing with the warranty company who is being evasive. I am not dismissing discomplain since there has been no resolution. Thank you. 
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/27/2024

  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 ordered a patient lift chair for my grandma from rehabmart. Their website states that their products are eligible for return within 30 days. Before receiving the chair my grandma got hospitalized and passed away a week after. I called Rehabmart to return the chair because it was basically brand new, we didn't even open the box. They told us the return windows for this is only 5 days, which was never communicated to me before, even when I called them to order. This is our hard time and I have to deal with this, now we have a chair that have no use that we spent 2k for.

  

  Business Response

  Date: 12/05/2024

  First and foremost, please accept our heartfelt condolences for your loss. We understand how difficult this time must be for you, and we are truly sorry for any additional stress this situation has caused.

  Regarding your request to return the lift chair, we would like to explain the circumstances and policies involved. While our website states that many products are eligible for returns, certain items, such as patient lifts, are subject to specific policies outlined by the manufacturer. In this case, the manufacturer, Climbing Steps, enforces a 5-day return window for these items, and this policy is clearly communicated prior to checkout and agreed to as part of the terms and conditions during the purchase process.

  
  Additionally, patient lifts are not returnable because they are produced using a just-in-time manufacturing process. This means they are built to order, and as a result, the manufacturer cannot accept returns once the item has been shipped.

  
  Despite these restrictions, we took the initiative to contact the manufacturer on your behalf to request an exception under the special circumstances. Unfortunately, the manufacturer could not approve the return, even with these considerations.

  
  We understand how disappointing this outcome must be and want to assure you that we did everything within our ability to advocate for you. While we are unable to process the return, we remain available to answer any further questions or provide support in any way we can during this challenging time.
  

  Thank you for your understanding, and please know that our thoughts are with you during this difficult period.

  Sincerely,

   

  ****** ********
  
  Rehabmart Post Fulfillment Department
  Customer Care Account Specialists

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22615003
  
  I am rejecting this response because: This was a phone order. During our conversation there wasn't any mention about the return policy. The receipt was also sent to an incorrect email address, which I needed to fix twice, so there was no way I would choose "yes" or whatever show in the receipt. I understand the limitation for returning but had this communicated to me during ordering I would definitely reconsider purchasing it.
  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 12/09/2024

  Thank you for your response. We deeply empathize with your situation and want to extend our sincerest condolences for your loss. We understand this is a very difficult time, and we truly regret that this matter has added to your challenges.
  
  To address your concerns, while we strive to provide the most accurate and helpful information during phone orders, it is not feasible to disclose our entire return policy at the time of purchase. However, we ensure that a clear summary of our policies is always available, and customers are directed to view the complete policy on our website once the order is placed.
  
  In this case, the order was placed on November 5, 2024, and the product was delivered on November 12, 2024. This provided an ample window to review the policy, which explicitly states that patient lifts are non-returnable as they are special order items. Additionally, the request for return was submitted after the manufacturers 5-day return window, which is also clearly outlined in our policy.
  
  We understand how difficult this situation is and wanted to do everything we could to assist. As part of our efforts, we reached out to the manufacturer to request special consideration for your case. Unfortunately, they were unable to accept the product back, as the return policy is strictly enforced due to the nature of these items and their unique manufacturing process.
  
  While we understand the frustration caused by these limitations, we must adhere to the policies agreed upon at the time of purchase. These policies are in place to ensure fairness and transparency for all our customers.
  
  Once again, we deeply regret your loss and any additional inconvenience this situation may have caused. If there is anything else we can assist you with, please do not hesitate to reach out.

  Sincerely,
  
  ****** ********
  
  Rehabmart Post Fulfillment Department
  Customer Care Account Specialists

• Initial Complaint

  Date:11/01/2024

  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.

  Regarding healthcare equipment (Chair Caddie), not as advertised. Multiple emails sent requesting missing parts but kept being put off. The answers given does not sound right, i.e. "the product is still in the development stage". That is not was was advertised. The part does not prevent the device from working, but is simply ugly and not what I ordered. I have not asked for a refund because of their promises to send the part. Too much time has passed according to their return rules. I feel like promises was a way to stall a return. Now, I just want a refund...shipping included if they want it returned. I order this "Chair Caddie" on July 5, 2024. I purchased this from Rehabmart.com, but I believe this complaint should also include ComforTek. I have a complete series of emails requesting the missing parts, but according to your "no identifiable personal information" clause, I am not attaching them at this time. They are printed and organized in order. I will be glad to submit them upon request.

  

  Business Response

  Date: 11/08/2024

  Thank you for bringing your concerns to our attention regarding the Chair Caddie purchased on July 5, 2024. We apologize for any inconvenience caused by the missing part and the subsequent delays in resolving the issue.

  
  As per our return policy, we inform customers that products may vary slightly in design or color from illustrations due to upgrades, modifications, or new version releases that are common with medical devices. As long as the functionality of the product is not impaired, we cannot issue a refund. We understand that the missing part does not affect the functionality, but we also acknowledge your dissatisfaction with the overall appearance.

  
  We have been in communication with the manufacturer, *********, who confirmed that the missing part was delayed due to a development issue. We recognize this has caused frustration and are actively working with them to expedite the process. If you would still like to receive the missing part, we are committed to ensuring it is sent to you as soon as it becomes available.

  
  If you prefer to return the product, we can assist in coordinating this with ComforTek, though we must note that due to the time elapsed since your purchase, it would fall outside of our standard return window. However, we are willing to discuss potential options to ensure a fair resolution.

  
  Please feel free to share any further concerns, and we will do our best to assist you.

  Sincerely, 
  
  ****** ********
  Rehabmart Post **************************************************** Fulfillment Department

  
  

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22503033
  
  I am rejecting this response because: This is the same verbiage I have received since July 2024.  I understand that a refund is not in order due to the extensive time lapse.  However, I feel like this time lapse was a purposefully drawn out tactic to delay a return request.  Though I was dismayed at the false advertising, I fell for their empty promises of the missing part delivery.  I have since bought a wheelchair for my husband to use in place of this expensive contraption, which has found a home in the back of the garage, wasted and unused.  ************ obviously does not stand behind their product or care about making the customer happy.  Short of a full refund with return, or a partial refund without returning, I see no resolution.  Their "apologies" are meaningless.  Sadly, reporting them to you, the BBB, and rating their companies online and through social media by describing my own experience seems to be my only recourse. But it is a recourse that I must pursue to help other potential victims of the same fraudulent business practices of these companies.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/31/2024

  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.

  Order placed online and never got email confirmation that it was shipped. I called and they re-processed the order and said I would receive confirmation. Nothing came. Contacted via chat. Got at tracking number. 3 weeks later, no package. Contacted again, said it was returned due to invalid address. They verified my address was correct (it was) and reordered. Got a tracking number again. Same thing happened, returned due to invalid address. I contacted them again, said they would refund and I would get confirmation in 24 hours. 36 hours later, nothing. I contacted them again and they told me the same thing. I believe this company is fraudulant and they hope people foreget about their orders that they never recieved, but they've paid for. Still waiting for my confirmation email and refund.

  

  Business Response

  Date: 11/07/2024

  Thank you for your patience regarding order ID ********. We received your order on 9/12/2024 and promptly contacted the manufacturer to arrange shipment to the address you provided. The item was shipped on 9/13 but was returned to the sender as it could not be delivered due to an empty storefront at the address provided.
  A second delivery attempt was made, as evidenced by the attached documentation, but it also proved undeliverable and was again returned to the sender. We received your refund request around the same time we were notified of a chargeback dispute for your purchase. As is standard in such cases, you have been refunded, and we will not contest the chargeback.
  We sincerely apologize for the inconvenience. Please be aware that we manage thousands of orders each month from a wide range of manufacturers, and we take pride in maintaining highly efficient processes. Despite two delivery attempts, both were unsuccessful. Please know that we continually work to improve our processes, and this situation underscores our commitment to transparent and fair business practices. We remain dedicated to addressing customer concerns and are open to finding a solution that works for both parties.
  

  Sincerely,
  
  ****** ********
  Post Fulfillment Specialist
  Returns | Warranties | Installation

  
  

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22498292
  

  First, I had to get **************** to issue the refund because your company never did.

  I would like the BBB to please note that the package / picture show is clearly NOT my package.   It doesn't even have my NAME on it!  I verified my name and address with Rehabmart twice on the phone.   I receive pacakges daily from many carriers so I know there is NO ISSUE with my address.

  My belief I that the company never ever tried to send my package and they are practicing fraud, hoping that people forget they ever ordered something and never ask for a refund.

  Buyers beware!

  ***** ******, M***** NC

  

  Business Response

  Date: 11/15/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for the difficulties you experienced with your order. We value every customer and strive to provide a seamless shopping experience.
  
  We would like to clarify that we made every effort to fulfill your order successfully. However, the confusion arose due to two very similar orders for the same product being placed at nearly the same time from the same manufacturer. This led to an unfortunate mix-up. While we regret this oversight, please know that we process thousands of orders monthly and take great pride in maintaining an impeccable reputation for accuracy and reliability.
  
  Regarding your refund, since we did not contest the chargeback, you have already received a full refund. We respect the chargeback process and did not wish to delay its resolution further.
  
  We regret that our efforts to deliver the package and resolve the issue did not meet your expectations. However, we strongly reject the notion that fraud was involved. Our company has a longstanding commitment to ethical business practices and customer satisfaction, as evidenced by the trust of thousands of customers who choose us every month.
  
  Once again, we apologize for any inconvenience caused and deeply regret the frustration this situation has brought you. We hope to have the opportunity to serve you better in the future and restore your confidence in our company.
  
  Thank you for your understanding.
  
  Sincerely,
  ****** ********
  Post Fulfillment Team
  Rehabmart
  
  

• Initial Complaint

  Date:07/19/2024

  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.

  Rehabmart has been ghosting me since their email in May acknowledging that the replacement manufacturer sent me is also damaged and not the color I ordered ( I ordered black color, manufacturer sent me white)each time I contact Rehabmart merchant I'm told I will get call back but never have ( since May 29th 2024 no call)

  

  Business Response

  Date: 07/23/2024

  Thank you for your patience and understanding regarding order ID ********. On May 21st, 9 days after your purchase, you contacted us to report that the item you received was damaged and appeared to be preowned. Following our standard return process, we reached out to the manufacturer, who also handled the shipping, and requested a response. 
  

  As shown in the attached evidence, you initially requested a replacement and confirmed your shipping address upon notification of a potential replacement. A shipping label was provided to return the original item, and a few days later, you received a new, fully functioning product. Upon receiving the original item, the manufacturer confirmed it was in perfect working condition and not preowned. 
  

  After receiving the new item, all communications ceased until we were notified that a dispute had been filed regarding the quality of the merchandise received. Despite the manufacturer confirming that the original item was in perfect condition, our return process ensured you received a new, fully functioning product. The dispute was resolved in our favor, as the evidence clearly showed that we handled the issue professionally and in accordance with your initial request for a replacement of the "damaged" item. Requesting a refund nearly 70 days after purchase, after receiving two fully functioning items, and following a merchant dispute that was resolved in our favor, does not seem fair.
  

  We want to highlight that we are continually working to enhance our processes, demonstrating Rehabmart's commitment to transparent and fair business practices. We are fully dedicated to addressing  any customer concerns or issues and are willing to find a solution that meets the needs of both parties.

  
  

• Initial Complaint

  Date:05/20/2024

  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 am a speech/language pathologist who used grant ***** to purchase an adaptive switch/toy for a multiply handicapped student. Rehabmart listed a toy as the Razzle Dazzle Bead Chains Sensory Stimulus Reward Switch Toy which was supposed to be used as not just a toy, but as an adaptive switch to activate an adapted battery toy. It was also supposed to be a music box. Rehabmart posted the wrong item in this listing. What I received was just a cheap, plastic frame with beaded chains hanging down for $180.00. They have a very complicated return policy, but the manufacturer, Enabling Devices, did receive my item. I have been emailing and calling Rehabnet since March. They basically say they're working on it, but I still have not received a refund. I had to call the manufacturer myself to nudge this along. Supposedly the customer service rep sent a memo to accounting last Wednesday, 5/15, but no further contact with me. I sent them another email this morning, 5/20. I just want my $180.00 grant ***** back.

  

  Business Response

  Date: 05/28/2024

  Thank you very much for your patience and understanding regarding order ID ********. This order was placed on February 26, 2024, and a return request was submitted on March 16, 2024. In accordance with the purchase terms, the request was accepted, and a return authorization and address were provided.

  
  As stated in our return policy, which you agreed to before purchase, and reiterated in subsequent emails, providing a valid tracking number is essential for monitoring a return shipment. Often, customers choose to keep an item even after a Return Authorization is issued, making tracking information crucial to confirm the item's return. Additionally, this information helps expedite the issuance of a credit memo from the manufacturer, reducing the refund processing time. Also, when an item is returned to the manufacturers warehouse, it undergoes an assessment process to ensure it has not been damaged or compromised before a credit can be issued.

  
  In this case, the lack of tracking details delayed the refund process, as the shipment had to be located between Rehabmart and the manufacturer, who handle hundreds of shipments daily from across the country. Fortunately, thanks to our company's efforts and the cooperation of the manufacturer, the box was finally found, and a credit memo was issued. A full refund for this purchase was processed on May 21st, as communicated.

  
  Our Purchasing Terms and Policies are designed to ensure customer security and protection, and we continuously refine them to enhance the customer experience. We have established clear steps and procedures to ensure a smooth process throughout your experience with us. We apologize for any frustration this may have caused. Please rest assured that we are always working to improve our communication and address issues with manufacturers to better serve our customers.

  
  If you have any further questions or concerns, please contact us at ************************************** We appreciate your understanding and patience throughout this process and look forward to serving you better in the future.
  

  
  

• Initial Complaint

  Date:04/20/2024

  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.

  In mid Nov I ordered a couple parts from Rehabmart for a Merits Scooter that my mother has. We did not have a parts manual & couldnt get a person to talk to so we were ordering blind one might say. I did finally get in touch with Purchasing Manager, ******* at ext 1006. ******* went over the list of the 2 items I thought I needed & came up with what we thought to be correct merchandise. Merchandise arrived mid Dec & was nothing like what we needed. I emailed Rehabmart to get a return # in order to be able to ship merchandise back to them. On 12-21-23 I received email with return # as well instruction provide them with tracking # as soon I shipped merchandise back. Merchandise was returned by ***** on 1-8-24 at which time I email ***************************** with tracking #s while sitting in ***** parking lot. On 1-11-24 I received email asking for Proof Of Delivery showing products had been shipped & delivered. I called *****, got the information then sent email to *****************************, Care/Acct. Spec, that it was delivered on 01-09-24, time delivered 3:09pm, signed for by CCAROL. Days later ****** called me again asking for the same info. I gave it to him again. *** called ****** so many times giving him the same ********* keeps telling me that hes working on it or h*** check on it & get right back to me. The last time I spoke with ****** was 2-5-24 at which time he told me that they finished recd credit on 1 of the pieces of merchandise but not which one & that the other piece still had not been recd. I dont believe this. I believe ***** delivered both boxes just like they said they did. My mother still has not received any credits from Rehabmart. She paid $530 for wrong parts. Then paid $221 to ship merchandise back. Rehabmart said they have a 30% restock fee which, $159, which I believe my mother deserves for all this headache. Im asking for a total of $921.00 on behalf of my mother. Please feel free to call with any questions since Ive been handling this for her.

  

  Business Response

  Date: 05/09/2024

  We appreciate your patience and understanding regarding Order ID ********. Your original purchase was made 11/28/2023, and we received your request to return the items 12/18/23. In the response email to this request, as well as in the purchase terms and conditions policy that customers must agree to before purchases are finalized, the restocking fees are stated. This information can also be readily found on our website. It is also stated in the original email.
  We provided the return authorization number via email on 12/21/2023, and described the necessary steps per our terms and conditions policy. In this email, to receive credit for any product, we ask specifically for the return tracking number(s) so that we may follow up on the return inspection with the manufacturer. We also stated specifically in this email that returns that do not meet return specifications will not be eligible for return credit, and that a 30% restocking fee will apply if items are shipped back and that the return freight charges are the responsibility of the sender. These policies are agreed up via customer opt-in checkbox prior to finalizing purchase.
  On January 10, 2024, we emailed **** to follow up that we are missing the requested and necessary return shipping product tracking information. **** provided tracking numbers which were not valid on the carrier website nor did they yield any results for proof of return delivery.   We then provided screen shot evidence of no records found for the provided tracking numbers via email.
  
  We requested updated, accurate  tracking information for the return shipment that was sent.  Unfortunately, Rehabmart never received accurate tracking numbers which would confirm return delivery of the products.  We state clearly in these communications that the agreed upon return requirements must be met.   Bottom line,  we check with the return warehouse, and they report not receiving the item back.  In addition, all tracking numbers that **** provided were not valid.  We followed up with **** again on January 11th, 2024 to communicate all of which we received no reply.  
  Rehabmart thoroughly reviewed all of the details of this case and were not able to make an exception to our policy, as agreed upon requirements were not met through the course of the case. 
  
  One of our return agents provided an accidental refund was the customer in the amount of $81.03, even though there was no tracking proof provided that the item was returned. 
  
  Rehabmart would be more than happy to provide the refund for the items minus the applicable restocking fees provided that **** is able to provide accurate tracking information from the original return. After we receive this tracking information, we will confirm with the warehouse that these items were received. 
  We apologize for the frustration. However, we want to assure you that we are continuously working on improving our communication and addressing issues with manufacturers to enhance the overall customer experience.
  If you have any further questions or concerns, please feel free to contact us at ************************************** We appreciate your understanding and patience throughout this process and look forward to serving you better in the future. 
  
  

  Customer Answer

  Date: 05/16/2024

  Please see the attached copy from ***** showing the same tracking numbers that I have giving to  the people at RebabMart each & everytime they have requested them. They continue to say they are invaluable numbers but they are not. I don't know what more I can do. As I stated before, the hassle I've received from this company is unbelievable when it could have all been settle if they would have just followed up with their own emails instead of making me do they work. My original settlement stands. The pain their put my poor mother thru is unreal. This whole thing is not the proper way to run a respectable business.

  

  Business Response

  Date: 06/26/2024

  We appreciate your patience and understanding regarding Order ID ********. Your original purchase was made on 11/28/2023, and we received your request to return the items on 12/18/2023. As is customary, we obtained a return authorization from the manufacturer and communicated this information to you.

  
  As part of our return protocol, we require tracking information once an item is returned to ensure correct monitoring of the shipment and the timely refund of the purchased items. Unfortunately, the tracking numbers you provided were not valid, as shown in the attached evidence. In your email from January 3rd at 6:01 PM, you provided two tracking numbers: #*********** and #***********, neither of which were valid or traceable.

  
  Therefore, the claim that the same numbers were repeatedly provided to our representatives is incorrect. We responded to every call and email promptly. Valid tracking numbers are a crucial part of the return process; without them, we cannot confirm that the items were indeed returned.

  
  In the evidence attached to this complaint, you provide new information containing a tracking number that differs from what was previously emailed to us. The new tracking information (in the file named fedex.pdf) shows one new tracking number that appears as delivered, which is different from the one initially provided. This purchase has already been reimbursed, minus restocking fees, as clearly communicated in all previous correspondence and mutually agreed upon before checkout.

  
  It is essential to note that our return policy, along with all terms and conditions governing this purchase, was agreed upon during the checkout process and reiterated in all subsequent communications. If another valid tracking number is available, different from the ones initially sent to us, we would gladly refund this purchase as well, minus restocking fees, after confirming with the warehouse that these items were received. 

  
  Regarding shipping costs, our mutually agreed-upon policy clearly states that the cost of shipping an item back to the distribution warehouse is the customer's responsibility and that all returned items must be received in new, resalable condition.

  
  We apologize for the frustration. However, we want to assure you that we are continuously working on improving our communication and addressing issues with manufacturers to enhance the overall customer experience.

  
  If you have any further questions or concerns, please feel free to contact us at ************************************** We appreciate your understanding and patience throughout this process and look forward to serving you better in the future. 
  

  
  

  

  Business Response

  Date: 07/12/2024

  Thank you for your patience and understanding regarding Order ID ********. We want to clarify our business practices. Our return policy ensures fairness to all customers and supports our commitment to excellent customer service. We handle numerous return requests monthly, and our policy states that customers must ship back items with valid tracking numbers after receiving a return authorization. This tracking information is crucial for us to confirm receipt by the manufacturer, as the returns are not sent directly to us but to the manufacturer, who processes hundreds of shipments daily.
  When we requested tracking numbers from you, the ones provided (*********** and ***********) were invalid according to the courier's tracking website. We informed you of this on January 4th and January 9th, and you confirmed these numbers. After contacting the manufacturer, they confirmed that no items were received under those tracking details.
  In the attached documents for your initial complaint, you provided a different tracking number, ************. As you can see, the number provided in the document attached to this complaint has an extra digit that was missing in your previous emails to us. 
  We handle hundreds of returns and refunds each month, but we require our customers to follow these simple steps to ensure fairness for everyone involved. As shown clearly in the attached evidence, we did not refund your total purchase because the tracking information provided was invalid. The refund issued was a one-time exception to our policy, aimed at reaching a satisfactory resolution for all parties involved.
  We hope this response has addressed all your questions and concerns. If you have any further inquiries, please contact us at ************************************** We appreciate your patience and understanding throughout this process and look forward to serving you better in the future.
  
  

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21602687
  

  I do apologize for the mistake in the tracking.   After I received the message with number in place, I looked closer and realized that I had left out a number. I take full responsibility for this matter. Attached as "Fedex3" and "Fedex4", you will find both copies of the correct tracking numbers. Each one showing date of delivery, time of delivery, location of delivery and who signed for delivery. As you yourself stated in your reply dated 6-26-24, attached as "reimbursement" and I quote "This purchase has already been reimbursed, minus restocking fees." I asked you in my last reply to furnish me with account #s, name on acct, date of reimbursement and total dollar amount which you fall to do. You might ask yourself how long do you have to keep answering these questions? I would think if there were nothing to hide then you would finish me with the information I ask on the reimbursement of the first item as well as the information on the second item that im sending tracking number on now. these item have been back in stock with your company since 1-9-24 and most likely resold by now.

  
  
  
  
  
  

  

  Business Response

  Date: 08/12/2024

  Thank you for finally providing the correct tracking information. Although several months have passed since the purchase date, we have processed a second refund for your purchase, minus restocking fees, as mutually agreed before checkout.

  An initial refund was issued on January 25, 2024, for $81.03, and a second refund was issued on August 9, 2024, for $289.10. Both refunds were issued to *********************, using the credit card ending in 7145, with the address *******************, the same card used for the original purchase. Please find the attached refund documents and a copy of our return policy.
  As per Rehabmart's policy, a 30% restocking fee is standard practice and was agreed upon before checkout. These refunds correspond to the correct tracking information being provided months after the initial request. We now consider the matter resolved on our end.

  We hope this response has addressed all your questions and concerns. If you have any further inquiries, please contact us at ************************************** We appreciate your patience and understanding throughout this process and look forward to serving you better in the future.

  Sincerely, 
  
  *****************************
  
  Rehabmart Post **************************************************** Fulfillment Department

• Initial Complaint

  Date:01/24/2024

  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.

  Order ID ******** placed on 10/30/2023 Product Sonicator 740 Therapeutic Ultrasound Unit Sonicator 740 with 5 cm2 1/3 MHz applicator Status: Expected to Ship The original ship date was pushed back We just received an update that it is estimated to ship on or around 11/6/2023 with this statement:"Please keep in mind that this is the most current information that we have. However, as we are in a dynamic situation regarding the global supply chain, your order may ship sooner or later than expected.Thank you,*********************** Rehabmart.com ************"Since then, each time I have contacted them past the previous dates, I have been given a pushed back date of January 19th and now Feb 5th with the same message as shown above from *****. Today as I spoke on the phone with *****, I asked if this was a rare occurrence or if this was common. She admitted that this is not a rare occurrence and that this happens regularly.

  

  Business Response

  Date: 02/01/2024

  We appreciate your patience and understanding regarding Order ID ******** and the Sonicator 740 Therapeutic Ultrasound Unit from **************************. Upon further investigation, we found that the item was shipped on the same day the review was posted, 1/24/2024, and promptly delivered to you two days later on 1/26/2024. 
  
  Regarding the concerns raised in your initial complaint, we would like to emphasize that we do not have control over the shipping times of our manufacturers. 
  
  We understand the frustration caused by unforeseen delays and communication issues, and we sincerely apologize for any inconvenience. It's important to note that we always encourage customers to reach out to us if they wish to cancel their order due to extended wait times. We value customer satisfaction and are more than willing to accommodate such requests.
  
  In this situation, we noticed that there was no specific request from you to cancel the order. However, we want to assure you that we are continuously working on improving our communication and addressing issues with manufacturers to enhance the overall customer experience.
  
  If you have any further questions or concerns, please feel free to contact us at ************************************** We appreciate your understanding and patience throughout this process and look forward to serving you better in the future.
  
  

• Initial Complaint

  Date:10/31/2023

  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.

  I have an issue with a product that I ordered that is the wrong size. I returned it to RCAI, and I would like a refund. Rehabmart sent my my money to RCAI, however neither business is giving me a refund even though I have returned the product, PO number is RM255555 - abduction bar adult wide.

  

  Business Response

  Date: 10/31/2023

  We extend our gratitude to you for assisting **************** in addressing his concerns and facilitating this communication. We take our customers' satisfaction seriously and aim to provide a thorough response to ensure transparency and clarity.

  In response to ******************** complaint, we would like to provide some context regarding the situation. We did indeed request return tracking information from him as part of our standard return process. Unfortunately, we have yet to receive this tracking information, which has posed challenges in our ability to verify the return with the manufacturer.

  Our return process and policy entail specific steps, one of which is for customers to notify their designated case manager of the return tracking number upon receiving return authorization. However, without the tracking number, the case is considered closed.

  Our Returns Case Manager, *******, engaged in a conversation with **************** earlier today, during which **************** declined to provide the return tracking number, making it challenging for us to verify his return.

  We want to emphasize that if **************** could kindly supply the return tracking number, it would allow us to track and confirm that the return safely reached the manufacturer. This step is critical for us to proceed with issuing the return refund, minus any applicable restocking fees, as agreed upon in our Return Policy, which can be reviewed at www.rehabmart.com/returns.

  To expedite the resolution of this matter, we kindly request your assistance in encouraging **************** to provide his return tracking number to *********************************** This action will enable us to process his return credit in a prompt and accurate manner, thus ensuring a satisfactory outcome for all parties involved.

  Once again, we appreciate your involvement in this process, and we look forward to your support in facilitating this matter to its resolution.

• Initial Complaint

  Date:10/09/2023

  Type:Sales and Advertising 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.

  The company sold me a medical device that needed a prescription. They had me pay $50 and use their online physician to obtain the prescription. I wasn't warned of the risks with this chamber with some of my health issues. I tried to use this product one time and had to get out immediately as I felt like my eardrums exploded. I contacted the company about returning for a refund and was told to send in my medical documents showing that my doctor told me to not use the chamber again. I was getting that together when I got another email from the company stating that they would not let me return for a refund. I have attached copies of my receipt, my refund request and their denial. This is a lot of money that I simply can not afford to spend for a product that I can't use because it is causing more damage to my health. They should not be allowed to sell these hyperbaric ******** to anyone that is not a physician. I had no idea how dangerous these are.

  

  Business Response

  Date: 10/13/2023

  We appreciate your reaching out to us and detailing your concerns regarding Order ID ******** and the Hyperbaric Oxygen Chamber you purchased from Rehabmart.com. We take customer feedback seriously and are committed to addressing your concerns comprehensively.

  Firstly, we deeply regret any discomfort you may have experienced and wish to clarify our position on the matter:

  Prescription Requirement: It's important to note that the purchase of a Hyperbaric Oxygen Chamber typically necessitates a prescription by a provider, in accordance with medical device regulations. 
  Product Suitability: We empathize with your situation and the discomfort you experienced when using the chamber. We would like to clarify that the suitability of medical devices like hyperbaric ******** is typically determined by the customer when relaying their needs to a physician. The information given to the physician will determine their eligibility for the chamber. We encourage all customers to consult with their long term healthcare providers before using such devices to ensure that they are appropriate for their specific medical conditions. 

  Ear Decompression Instructions: We want to bring to your attention that the product manual contains crucial instructions, including those related to ear decompression. These guidelines are in place to ensure the safe use of the chamber and mitigate any potential issues, particularly related to ear health. It is essential for users to follow these instructions diligently to minimize any risks associated with the product.

  When using the Hyperbaric Oxygen Chamber, most individuals experience pressurization in their ears during both pressurization and depressurization. To alleviate Ear Squeeze, we recommend the following equalization procedures:

  - Yawning
  - Swallowing
  - Rotating the jaw or chewing
  - Valsalva technique: Pinch off the nostrils and blow gently through your nasal cavity until the pressure is equalized.

  *You can also control the rate of pressurization using the Air Deflate Valve. Open the Valve slightly until your ears are comfortable, then close the valve to continue pressurizing safely.

  Return and Refund Request: As per our return policy, medical devices must be returned in unopened and unused condition to maintain safety and quality standards. Unfortunately, we cannot accept returns on opened or used medical equipment due to health and safety considerations. We acknowledge your desire for a refund, but based on our established policy and the nature of the product, we are unable to accommodate this request.

  Furthermore, we remain committed to assisting you to the best of our ability, within the boundaries of our policies and industry regulations. While we understand your frustration, we cannot fulfill your refund request due to the nature of the product and our established return policy.

  We take great pride in offering high-quality products and providing exceptional customer service. Your satisfaction is important to us, and we are dedicated to working with you to address any questions or concerns you may have and provide the necessary information to help you understand the product and its usage guidelines.

  We appreciate your time in sharing your concerns with us, and we are open to any further inquiries or actions to reach a resolution that is fair and equitable for all parties involved.

  Thank you for your understanding, and we remain committed to ensuring the highest level of customer satisfaction.
  

  
  

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20713261
  
  I am rejecting this response because: *********** should not be selling these to consumers without having to actually visit their physician and getting a ligitament prescription after being cleared by their physician to use one of these ********. These ******** can cause serious damage/injury to people. I have spoke with my attorney and was instructed to try and work with Rehabmart and if they were not willing to resolve the issue, then we could move forward with a suit against them for the damage I substained while using this chamber. We will seek a civil legal action against Rehabmart for my health injury/damage as well as pain and suffering. I had hoped the company would settle out of court. All I ask was for a refund and to return the chamber that was only used once for a very few minutes. It is still like new. *********** will not try and work with me for a resolution that would be beneficial to us both. Therefore I have no other option than to seek a resolution in court.   
  

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

  

  Business Response

  Date: 10/20/2023

  We have carefully reviewed your concerns and appreciate your openness in sharing your perspective. However, it's essential to reiterate our position in this matter, which is in line with our policies and industry standards.
  Prescription Requirement:  Our product clearly states that a valid prescription is required for its use, and this is a standard requirement for medical devices like hyperbaric ********. You obtained a prescription via a telehealth consultation with an independent doctor. We received that prescription, and then in alignment with our policies, we processed your Rehabmart order for a Mild Hyperbaric Chamber.  We did not dictate with whom or how you consult with your medical doctor.

  Product Suitability: The Newtowne Mild Hyperbaric Chamber you received is not defective.  Obviously, we cannot and do not guarantee specific medical outcomes from the use of a  medical device. We provide comprehensive information on our website, including the ***** stance on mild hyperbaric therapy (HBOT) ******** and associated risks.

  Medical Injury Claim: While we are empathetic to any personal suffering you may have experienced, there is no substantial evidence to support the claim that your medical diagnosis directly resulted in an injury due to using the Mild Hyperbaric Chamber that you were prescribed to use.  Furthermore, we provided clear instructions in the product manual, which explicitly outlines the ear-clearing protocol to ensure safe usage. The manual was shipped with the unit, is available on the product page as a PDF, and our website offers ample information about how to prepare for HBOT therapy:  The product page can be found at: ********************************************************************************************;

  Return Policy: You agreed to our return policy, which explicitly states that the Mild Hyperbaric Chamber is non-returnable. This policy is in place to maintain fairness for all customers.

  Company Reputation: Rehabmart has been selling HBOT ******** for home use for decades, and our founder has a personal history of using the treatment protocol for over fifteen years, including with his own children.  We have a long history of satisfied customers and have received no other accusations or complaints of this nature in our extensive history of doing business.

  We respect your right to seek resolution through legal means, but we maintain that our actions have been in accordance with industry standards and our policies. We remain open to further communication to reach a resolution that is fair and equitable for both parties.
  
  

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20713261
  
  I am rejecting this response because: What do you think would be a resolution that is fair and equitable for both parties.
  
  Sincerely,
  
  *********************