Complaints

This profile includes complaints for Orbit Medical Of Naperville, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Orbit Medical Of Naperville, Inc.

  550 N Commons Dr Ste 106 Aurora, IL 60504-8172

• 

  Orbit Medical Of Naperville, Inc.

  550 N Commons Dr Ste 101 Aurora, IL 60504

• 

  Orbit Medical Of Naperville, Inc.

  451 N Wood St Chicago, IL 60622-6263

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:Product 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.

  I am disabled and wheelchair bound to the Quantam Rehab edge ******** wheelchair. I rely on this wheelchair to get out of bed, to use the bathroom, every single daily activity requires me in this chair. The chair broke and I cannot use it anymore. I called ******* to have someone fix it and they told me its not their responsibility and I need to call Reliable Medical Orbit. I called them and they told me it is Quantams responsibility. No one is able to give me a date or even an estimate of when someone will be fixing my chair. I NEED SOMEONE TO FIX MY WHEEL CHAIR IMMEDIATELY. It has been over 3 weeks since January 28th 2025 since they have known about the issue and no resolution or a plan for resolution. I was told they do not do emergency dispatch repairs. How is that even possible when you are a company working with people who are disabled and rely on your products for daily living. If no one can fix the problem, then I am requesting a new chair to be shipped to me ASAP. 

  Business Response

  Date: 02/14/2025

  To Whom it May Concern,
  Regarding the complainants wheelchair repair, the repair process is clearly understood since we have completed 8 other wheelchair services in the past two years and the insurance processes have not changed in that time period. 
  In regard to the timeline, the request to replace the tilt actuator for her wheelchair was received via phone by the client on 1/29/2025.  On 1/30/2025, around 7:30am, the service was entered and the parts were ordered from the manufacturer, Quantum.  At 10:54am that same day we confirmed the fax number and sent a request for a doctors prescription to ********************** since one is required by the clients insurance company in order to submit the claim for prior authorization.  On 2/5/2025, we found out that we were given the wrong policy number.  We contacted the client and she said she would call us back with the correct policy number.  She called back later that day with the new policy number.  We verified it was correct with Cigna that same day as well. On 2/6/2025, we submitted for prior authorization from Cigna Healthspring (Case# ***-008-***9).  On 2/13/2025 we did check Cignas system to see if there was a decision made but it stated that the request was still pending. As of the time of this report, we have not received an approval or denial from Cigna.  We received the parts on 2/4/2025 so once Cigna approves the claim, we will call the client for scheduling. 
  

  Regarding an explanation of the insurance process, we explained it to the patient on 1/29/2025 and we provided updates for her on 2/5/2025 and 2/13/2025.  In terms of emergency repairs,our industry cannot offer emergency service due to strict insurance compliance guidelines that require documentation and authorization prior to service. 
  

  To resolve the complaint, we will be offering temporary equipment, at our cost, for the client to use until her insurance approves or denies the claim.  If we receive an approval, we will schedule a repair appointment as quickly as possible.

  Customer Answer

  Date: 02/18/2025

   
  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.
  I will accept a temporary wheelchair until mine can be repaired, please call me at ************** to set up a date for someone to bring the chair ASAP,  thank you.

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:02/10/2025

  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 upgraded to an Electrical ***** Lift with Reliable Medical - Orbit Medical with a $1000 payment above the $800 payment for a manual ***** Lift covered by the insurance on 11/4/2024, but did not receive the ***** until 12/4/24. We were told that this lift would be easier to manage than the manual lift. The ***** lift was helpful when it did work; unfortunately in less than 2 months, the ***** lift is inoperable. We were told by **** that when we purchase the upgrade that we can still receive free assistance through the insurance. I actually made the sale with *******. However, we called today for the 3rd time requesting to have the ***** serviced, we were told that it would be an out of pocket charge. I explained to them that we were told before making the sale, that the Electrical ***** lift can be serviced free of charge because it could be sent to the insurance for repair under the manual lift. I see now that this was a deceptive statement to get us to pay them the $1000. I asked for a refund because they sold us this defective ***** under false pretenses. I asked for a refund, swap back out to the manual lift, and pick back up the electrical lift. I was told by ***, who received instructions from her supervisor, ******, that they can not take the ***** lift back, can not swap out back to a manual lift, and I can not get a refund because it was out of a 30 day return window. I explained to Joy that I was never told that by any of the sales representatives; therefore, I was not pleased with their service and would like to speak to a manager. Conveniently ****** is in a meeting and ******* is not available. I don't appreciate being taken advantage of as a consumer. The ***** lift was purchase because my sister is over 300 pounds and bedridden. I am unable to lift her on my own. I want the world to know that this medical supply company does not follow their word. Thank you for any assistance that you can give.

  Business Response

  Date: 02/11/2025

  We spoke to patients' family on 02/10/2024 stating that the ***** lift was not charging. We did advise on that all electrical parts will be an out -of pocket expense because the insurance company does not cover any parts that may need to be replaced on the upgraded portion. The insurance company is only responsible for the service and replacement of parts on the manual portion of the *****. After reviewing the account, the ***** is still under warranty, which means the parts will be replaced if needed through the manufacturer. If any parts are not covered under warranty those are the responsibility of the patient.  We have a service request opened for a tech to go out to service the *****. The process can take 7-10 business days. A phone call will be made once we have confirmed parts are available in our warehouse and a tech can be routed to the patients home. 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22921528
  
  I am rejecting this response because: this response was not given to me yesterday about the Electrical ***** Lift being under warranty.  All I was told was that they ***** Lift could not be taken back since I passed the 30 **** of receiving the ***** Lift in my home for my sister.  ************ never stated how long the warranty was neither.  So what happens when the Electrical ***** Lift is no longer under this "warranty?" Then I will be responsible for payment.  ******************************************** sold this Electrical ***** Lift under false pretenses.  My sister and I were told that although we paid the $1000 upgrade above the manual price that their technicians can come in to service the Electrical ***** Lift for free because it will be presented to the insurance company under the manual lift agreement.  ************ does not have integrity and I do not want to rely on this all of sudden supposed warranty that was never mentioned to me yesterday while I was on the telephone with the representative ***.  Joy, by the way, reached out to the supervisor ******, who never called me yesterday as promised.  She also reached out to the saleswoman *******, who never called me back either yesterday.  Because the company has proven to not keep their word, I do not trust them to service my sister's Electrical ***** Lift properly, without trying to charge me anyway out of retaliation. I would prefer to get my $1000 back, and swap the Electrical ***** Lift for the manual so then I know for sure that it will be covered by the insurance.  These are difficult *************** for me.  Coming up with the $1000 was very difficult as well.  I don't have the money to continue to give to this company for faulty equipment that they have sent to my home without any empathy for my sister's current bedridden state and me trying to assist, while working a full time job to support my sister.  Please come pick up the Electrical ***** Lift, swap it out for the manual lift and give me back my $1000 that I paid on 11/4/24 for the Electrical ***** Lift that was delivered on 12/4/24.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/12/2025

  On 02/11/2025 Ms. ***** spoke with a supervisor (*****) and she was advised that the ***** Lift is outside of the return period (which is within 30 days of purchase or upgrade) and she would have the technician do a full diagnosis of the equipment. She explained to her that the electrical components of the  ***** are non - covered through the insurance but if there is an issue with the manual parts then we can repair through insurance. ***** explained how the warranty works which is if there is an issue with any of the electrical components the tech will have to document in detail and take photos which will be added to the warranty claim. We must wait for the manufacture to approve before replacing any parts and if it is denied then she will be responsible for any parts. Unfortunately, we are unable to swap the ***** Lift but we will continue to service when needed. 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22921528
  
  I am rejecting this response because: I never spoke to a supervisor name *****.  I am not certain who ***** is. And if I supposedly had a discussion with ******, please tell me the date, time, and the telephone number that was contacted in order to do.  Again, the 30 day limit was never explained to me when we initially agreed to pay the $1000 upgrade, nor my sister ***** *****, who the ***** lift is used for. Because if it was, I would not have agreed to the upgrade.  I would have continued to struggle with the manual lift.  And since there is supposed to now be a warranty for the Electrical ***** lift, how long is the warranty for? 1 year, 2 years, 5 years, the life of the ***** lift? Please be specific for the length of time that the ***** lift is covered.  I do not like how this representative will not acknowledge nor address that their company sold us an upgrade under false pretenses. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/21/2025

  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.

  They have had my scooter 2 months in which during this time I've fallen 3 times. No repair yet. No loaner scooter given. No response to my calls or messages from warehouse manager ******* ****. I need the scooter to use inside the home for my safety per ******** who provided the scooter.

  Business Response

  Date: 01/23/2025

  On 12/04/2024 a technician went out to Ms. ********* home to diagnose her power scooter because she stated that the scooter was shutting off when she would ride over a bump or crack in the street. After an at home diagnostic performance the technician determined that the scooter needed to be taken back to the warehouse for further inspection. At the time of the visit the patient was informed that we can offer a courtesy loaner until all the service ***air was complete. Ms. ******* declined the loaner. To ***air ******************* scooter there were some additional parts that were needed, and those parts are ordered from our manufacturer, which can take anywhere from 6-8 weeks depending on the parts needed. Ms. ******* contacted our office on 12/30/2024 and was advised by a customer service *** that the ***airs were not complete, and she would be contacted once the scooter was ready to be delivered back to her.  on 01/202/2025 Ms. ******* called our office and spoke to a customer service *** and inquired again on the ***air of her scooter and was advised the scooter was not ready for delivery and also at that time requested a loaner. We advised Ms. ******* that we did not have any current loaners available. On 01/21/2025 Ms. ******* called our office and requested to speak to the warehouse manager and was advised that she was unavailable to take her call. A follow up call was made to Ms. ******* on 01/22/2025 and she was advised that her scooter was not yet ready for delivery and the situation would be expedited. Later that day on 01/22/2025 another follow up call was made, and a voicemail was left advising Ms. ******* that we will have a loaner will be available and requested a return call. We spoke to Ms. ******* today on 01/23/2025 and advised that a loaner will be brought and as we continue to ensure all ***airs were made to her scooter for safety and Ms. ******* agreed. 

• Initial Complaint

  Date:03/20/2024

  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.

  My mother has had one of their medical / hospital beds since October 10, 2023 as she is in an assisted living / rehab facility. She no longer needs the bed. I have 3 calls now in to Orbit to arrange pick-up of the bed since now it is interfering with her daily comfort and safety at the facility. I was told on 3/7/24 I would get a call from the scheduler. on 3/12/24 I called back and left a message for the scheduler. Again on 3/15/24 I called and left a message but in this message, I also advised if I did not hear by the end of day on the 15th I would be reporting them to the BBB as well as ******** as their delay in picking up, means they are possibly fraudulently billing ******** for the ongoing use of the bed when I made it clear we needed it picked up ASAP.They clearly have my name and contact information and they are well aware too of the pick-up location as the first person I spoke with entered all the information in the pick-up order request. Today is now Tuesday March 19th and I started this pick-up request on March 7th.

  Business Response

  Date: 03/20/2024

  I did look into this complaint and it appears we have made contact with this patient and the service has been scheduled for pick up, on 03/23/2024. 

• Initial Complaint

  Date:03/13/2024

  Type:Product 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.

  Orbit Medical Naperville delivered a wheelchair to my father on May 29, 2023 when he was released from after hospital care. He never opened it up and on June 27th 2023 Orbit picked it up. Orbit continues to *************** Blue Shield and ******** every single month to this day March 2024. This is despite my call to Orbit Patient Relations on September 19th 2023 when I spoke with ***** and he confirmed it was picked up on June 27th but never recorded. At that time he told me he would submit an offset and refund to ******** and ********** Blue Shield. That has never happened and now in 2024 my father is being billed monthly to satisfy his ********************************************** his possession for a few days shy of 1 month in June 2023. I did report this to the ********** Blue Shield fraud line and we received a letter saying we needed to report it to ********* Orbit Medical Naperville needs to step up and stop defrauding ********** Blue Shield and ******** every single month for the past 8 months.

  Business Response

  Date: 03/20/2024

  Hello ****************,

  We deeply apologize for any inconvenience you and your father must have received. This was an oversight on our behalf. We have stopped the billing and refunded back your insurance any amount paid.

  Once again, we apologize. If you have any further questions you may contact me at *********************.

  Sincerely,

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

  Revenue Cycle Director

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21428217
  
  I am rejecting this response because I am required to respond in 7 business days (or the case will be closed) which is March 27, 2024, and Orbit bills each month on the 29th of each month. I do not know if Orbit will do as they claim this time and not bill on March 29th. Also, it will likely take longer to know if the money was refunded to BCBSIL. ******** has been paying the bulk of the monthly billing each month. Orbit has not specified if they intend to credit back ********.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/27/2024

  Hello ****************,

  Once again I apologize. Both ******** and BCBS are being refunded any amount paid. It typically takes ***** days for the insurance to process the refund. We have also stopped the billing and no additional invoice will be transmitted. 

  Please feel free to contact me at ********************* if you have any questions.

  Sincerely,

  *****************************,

  Revenue Cycle Director

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21428217
  
  I am rejecting this response because: We received an Invoice in the mail yesterday, April 1, 2024, in addition to a Past Due statement the week prior.

  Please notify your billing department to remove the charges on account number ******.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/04/2024

  Hello ****************,

  We believe what may have occurred billing had closed on 03/14/2024, however the date of service of 02/29/2024 had already billed to the insurance and once processed the balanced was moved to patient responsibility.

  However, please disregard the invoice. I reiterate the billing has been stopped, the insurances have been refunded, no amount is due from the patient.

  You should not receive another invoice. If you do, please contact me at ********************** right away.

  Please contact me if you have any further questions.

  Thank you,
  

   

   

  Customer Answer

  Date: 04/04/2024

   
  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.

  I will contact you directly if needed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/17 I paid Orbit Medical in cash for a mobile wheelchair. On 4/26 that chair was replaced. Chair #2 would not charge, so on 5/16 two batteries were replaced. When these did not charge, on 5/19 the charger was replaced. At present the batteries are at about 20% of charge. During all of this I had to place many, many, many calls. Receiving an unusually heavy number of calls leave message and we will get back to you promptly Most calls were never returned, even after numerous calls. Resolution would involve a new chair before the current charge runs down-before Memorial Day would be good.

  Business Response

  Date: 05/25/2023

  The patient purchased the power wheelchair on 4/17/2023. The chair was replaced on 4/26/2023 due to power failure. On 5/16/2023, the batteries were replaced as the patient was still having issues with the batteries not charging. We also replaced the patient's charger. We are willing to replace the patient's wheelchair due to the amount of service calls. The patient has spoken with several representatives in results to the calls she has made. We will reach out to the patient to schedule the pickup of her current wheelchair and swap it for a brand new wheelchair. 

  Customer Answer

  Date: 06/06/2023

   
  When I entered the code 20104977-BAE0D this morning, as called for in the letter dated May 26 and received yesterday (6/3), a failure was noted. I wish to respond to the Orbit Medical message, and indicate that the complaint is neither accepted  nor rejected. The chair was delivered on May 31, but has not operated for a full two weeks, the time it took for chair #2 to fail. Also, the lack of communication with Orbit is a major issue in the frustration I feel. Often I would leave my information for a call back, "We are experiencing an unusually high volume of calls, please leave your information and we will call you back promptly." No PROMPT calls back. And often when I reached an individual, they did not know about my complaint, or did not have the authority to schedule a service call, or would put me on hold - forever! I will respond to your letter when I have a decision on this chair.

• Initial Complaint

  Date:05/10/2023

  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.

  About three weeks had power wheel chair service after having it for about 2 years. It is a custom made chair, I have MS. *** representative **** came out and put two new batteries in it. About less then a week the chair stop working. I have been calling Orbit for almost 2 weeks now. I had spoke to the scheduler who stated she is not working on the scheduling for the Naperville area and my location fall in that area. It could take week or two. She know a week. When they had came out to service the chair, that took about 3 days. I spoke to a rep. ********* yesterday who stated I am not on the list still, this Friday will be two weeks. My chair helps to get from A to B in my household. Every time I call they always transfer me to ext. **** you have to leave a message and no has ever call me back from that extension. Only when I send a text do I get some type of response and that is they will send something to the scheduler. So the scheduler hold my mobility in her hands and by tone when I had spoke to her, I will get to when I get to it.

  Business Response

  Date: 05/29/2024

  The patient ***************************** called with the service issue on 05/03/2023 stating that her power wheelchair would not turn on. Our standard service at that time to complete service, order parts and get insurance was 7-14 business days. We expediate services as we can depending on the patients safety.   The first service was completed on 5/12/2023 to replace the batteries. When tech was at the patients home 5/12/2023 he noticed it was the battery cables that were needed and not the batteries. A follow up service was entered in 5/15/23 for the parts needing to be replaced. The follow up service was completed on 05/23/2003.
   
   
   
  I have attached the service ticket for the completed service on 05/12/2023 and 05/23/2023.

• Initial Complaint

  Date:11/22/2022

  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.

  Purchased a Jazzy air wheelchair from Orbit in Oct 2021. It was backlogged and I did not take receipt until Jan 2022. In Feb 202 I called in service for a wwrning button that would go off in the low position. When I raised the chair (an automatic feature of the chair) the alarm would cease. Once returned, the alarm continu d to go off. I returned the u it twice more for service. The repair was not done correctly. I have been writing my salesman for months telling him the chair is not fixed. That last e-mail from him said that I must be using the wheelchair improperly which I am not. He also said if I bring it in for repair again it will be at my expense. This is not acceptable since its never worked correctly.

  Business Response

  Date: 12/05/2022

  The customer did purchase the Jazzy air powered wheelchair in October 2021. The particular wheelchair was on backorder with manufacturer at the time the customer purchase the wheelchair. The customer also had a Jazzy Elite HD powered wheelchair that was approved for her through insurance per their height and weight guidelines. The customer was informed that her current weight was not recommended for the Jazzy Air *** as it was near the weight capacity per the manufacturer guidelines  censors that are going off are due to the weight capacity when the patient is raising the height the the seat. The customer has asked for the wiring to be disconnected. Per the manufacturer that will also cause alarming. We have service the powered wheelchair every time the patient has called in. We are unable to find anything wrong with the *** that is a breakdown caused by wear and tear or manufacturer defect. The only issue the powered wheelchair has is due the censors going off due to weight capacity is near the maximum weight. If we were to swap the ***, we would have the same issues occur. We have contacted the manufacturer several times trying to find an alternative solution. We recommend the customer contacting as well.

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If I could have given zero stars I would have. I'm so hurt and disappointed by the treatment Ive received and the lack of services/assistance from Orbit Medical. I've had several problems with the bed. 1. Your people had to come out several time due to problems with the actual bed before my husband came home. 2. first they brought the wrong mattress then when they finally brought the correct mattress it hasn't stayed inflated. My husband came home on Thursday Oct 20th, 2022, and was placed on the bed. the next day Friday Oct 21, 2022, it deflated then inflated. It deflated and inflated Saturday Oct 22, 2022, and Sunday Oct 23, 2022. On Sunday Oct 23, 2022, it deflated and never inflated again. I called every phone number I have for your company several time, but no one has come to help me. My husband is currently back in the hospital and can't come home until this situation is corrected. If the problem is not rectified, I would like to be refunded all funds you've received from the insurance company as well as the $495 so that we can purchase another bed with a functioning mattress. My husband is already in a fragile state, and Orbit has not helped in this matter.

  Business Response

  Date: 11/01/2022

  Good afternoon, 

  The patient above is the spouse of a current patient of Orbit Medical. The patient received the Low Air Loss mattress on 10/7/2022. The patient called in on 23rd during non business hours to report an issue with the mattress and left a message for the account manager. One of our supervisor returned the call Monday October 24, 2022. A service request was entered to for the mattress and warranty request was submitted as well. On the 27th of October we called to schedule a service call to swap the mattress for a brand new mattress. Service was rendered on October 28,2022. No further service request was need at that time. The patient's spouse called in on 10/31/2022 after hours and left a voicemail reporting the mattress had another issue. The customer service supervisor returned the call on 11/1/2022. She troubleshooted the mattress with the patient's spouse and properly educated her on deflating and inflating. No further service is needed at this time. The item is paid for monthly by the patient's insurance. I have attached the completed service request that shows the equipment was swapped out.