ComplaintsforOrbit Medical of Chicago Inc.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally called in February of 2024 and I don't remember who I spoke with because everyone there is difficult to understand due to our language barriers. I was just trying to get my mobility scooter repaired and since I put in an online order on February 24th nobody has called me at all. I had to keep calling them back. I depend on my scooter and I'm stuck sitting most of the day unless someone comes over to help. Please, I need a better mobility scooter and I don't want to keep going on like this.

  Business response

  04/05/2024

  Dear Mr. ****** Jr. 

   

   I see that you contacted our office on 02/26/2024. You advised at the time that you were having issues with your power wheel- chair not moving. A service ticket was created on 02/26/24.  Your service was moved through our service process in which we had to verify your insurance benefits to cover the service repair.  We spoke to you again on 03/01/24 and advised that your service was still in the process and can take 7-10 business.  We faxed out a prescription request to the Medical doctor you have listed on file on 03/12/24. 

    We spoke to you on 03/18/24 and you advised that you provide the wrong fax number for the prescription to be sent to the medical doctor.  We received the fax from the medical doctor on 03/21/24 and that document was reviewed for approval. 

  We attempted to reach on via telephone on 03/27/24 and there was a voicemail left due to no response.  You called our office on 03/29/24 and was advised at that time that the signed prescription was received. 

   

  As of Today 04/05/2024, We were awaiting the parts to complete the repair.  You should receive a call from a scheduler with the first available technician in your area. 

   

   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im a disabled adult who uses a motorized wheelchair and Orbit is my medical supplier. My chair has been non functional since November 2023. Orbit came for an assessment and determined that repairs were needed to return the chair to functional levels. I have never received a call to set up an appointment for said repairs and despite my numerous calls and texts to the company requesting an estimated time frame, I get no call back. It is detrimental to my safety and mobility issues to be without a functional chair for so long and the company lacks the professional courtesy to contact me with any resolution.

  Business response

  01/29/2024

  In looking through the account, she called in on 9/20/2023 for new armpads.  It had been less than 1 year, so we offered to replace the armpads if she agreed to sign an ABN accepting financial responsibility if ******** denied to the frequency of need for the part.  The patients caregiver chose to wait until the 1-year **** so that the patient didnt have any financial liability.  Her eligibility date was 11/4/2023.  In 11/1/2023 we began actively working the service again to try to get the parts in by the time she reached eligibility.  Verification was completed on 11/7/2023 and the parts were ordered on 11/10/2023.  On 11/21/2023 we received the parts and the client was called for scheduling on 11/29/2023.  *********** was completed on 12/4/2023. 
  
  At the time of service, the tech noted that the patient wanted longer armpads, and that the joystick bracket and joystick were damaged.  *********** was entered on 12/11/2023.   The Quote from Motion Concepts was emailed to our ***s on 12/15/2023 and the parts were ordered on 12/18/2023.   As of 1/29/2024, we have not received the parts from Motion Concepts due to back order issues. 
  
  The client has received timely call-backs each time she has called in for updates.  Unfortunately, the last time she called in, she did not dial the rehab extension, so the voicemail was taken by a DME ***.  She did the right thing and forwarded the order to our @rehab tag,however it looks like tags were down in our system at the time because we never received the voicemail.  Had we not had a system failure, we would have returned the call the same day.  We have stressed the importance of calling the Rehab extension (x7098) every time we talked to her, her caregiver,or her relatives.
  
  Here is a list of the calls to the rehab extension and our return calls:
  Called 9/20/2023,  Call returned 9/20/2023 Spoke to Caregiver
  Called 11/14/2023, Call returned 11/14/2023 Spoke to the patient and her Caregiver
  Called 12/13/2023, Call returned 12/13/2023 Spoke to relative
  Called DME extension 12/26/2023 Tag didnt work in the system, so no return call was made
  
  Solution:  As soon as the parts arrive from Motion Concepts, we will call the patient for scheduling. Unfortunately there is nothing we can do about back-order parts.  I called to track the parts today, 1/29/2024, and the *** from Motion Concepts that the parts should be shipping this week.  They are going to try to get them out today.  If the client has any further questions, we would ask her to call ********************* to reach our Complex Rehab team.  If they would like to reach out to Motion Concepts, their number is ************ and the order number for their parts is *******.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received air mattress in my house for my husband. It has a warning light "low pressure" 2 weeks ago. After inflating it to normal pressure, put in on bed. It now says low pressure. I have called many times and have filed computer orders. Received one call that unfortunately went to my voice mail. There has been no further call concerning issue with warning light. We would like bed to be fixed because it is a health issue. The local branch that was in ********* brought the air mattress. The customer service number is **********************, **.

  Business response

  01/18/2024

  Patient received equipment from ** on 01/03/24 . We received to voicemails from patient's wife on 01/10/24 and 01/16/2024. We reached out to patient's wife today on 01/18/2024 to confirm issues with the equipment. Service request  was scheduled for 0/19/2024  between 10am-2pm . We'll follow up with patient after service has been completed. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought medical equipment wheelchair isnt working over 15 days before I can even schedule a repairman to come out and fix father is ********************************* bed all day waiting for wheelchair to be fixed company is aware yet. This is been waiting for over two weeks for a callback that is elevated to emergent really need wheelchair would never of bought from orbit. If you knew it was this long before can even schedule a repair.

  Business response

  05/29/2024

  The patient ************************* received the original manual wheelchair on 10/13/2022. The patients daughter *** called on 8/14/2023 reporting that the reclining brake is not working properly. 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 patients daughter called several times checking the status on service. We called the patients number on file to schedule the service on 8/28/2023 but was not able to connect. The patients daughter called back on the 29th and scheduled for the 31st of August. The chair was service on 8/31/23.
   
  I have attached the service ticket for the completed service on 8/31/23.
   
  Respectfully,
  ********************************
  Funding Manager

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good evening,I am ********************** care giver ************************* . I started with her in Feb 2023. When I started she has been waiting on a delivery of a new mobility chair. The chair that she currently received in May 2023 does not work properly.*********************** have been waiting on a new chair since Feb of 2023. image0.jpe Old chair continues to stop image1.jpeg The new chair thats not working properly. We have been on the phone today 5/30/23 trying to resolve this issue .2 of the customer service rep ***** call on hold then they hung up . No one has returned this call. Orbit Medical Company or the people who are working for the company is giving a 77 year old lady the run around. All she wants is a mobility chair that is working properly. This is an ongoing situation that needs closure. She is under a lot of stress with her everyday pain. Everyone is pleasant then they hang up. This lady wants a MOBILITY CHAir that works .******************************* ************ ************************************************************* She is 77 years old.

  Business response

  05/29/2024

  ****** is a patient of Orbit Medical. We provided her several chairs over the years. In February, we service her Jazzy Select 6. At that time, she requested a new powered wheelchair which she would have been eligible. Her insurance requires that she has to go in for a face-to-face visit. Her physician did not have availability until March 23,2023. Once the evaluation is complete, theres a process to get the patient approved prior to delivery. We delivered the new chair which was a Jazzy Elite on May 3,2023. The patient notified that she is having an issue with the *** The joystick was on the right side, and she needed it on the left side. The tech service her issue on May 23, 2023. The patient called back the same day of service saying the technician did not adjust the seat or height which was not originally requested. The patient also stated she wanted a heavy duty powered wheelchair which per her insurance guidelines she did not qualify. She then requested us to pick up the wheelchair because she did not like it. We notified her of her options, and she agree to get a different style of equipment. The new equipment requires new documentation from her physician. We received the updated documents for review on May 31,2023. The equipment was then ordered and redelivered to the patient on June 9th,2023. We have not heard anything further from the patient.

   

  I have attached the service ticket referencing May,23,2023 and June 9,2023. Please let me know if you have any questions.

   

  Respectfully,

  Funding Manager

  O |  *********************

  C |  ************

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

   

  Orbit Medical, now a part of Reliable Medical

  

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dr submitted an order for manual wheelchair for me to Orbit Medical in November. After many issues, Orbit stated in January that my primary insurance, Aetna, would only pay partial so Orbit would be submitting a claim to Public ************** to see if they would cover the balance. However what they told us were lies. I spoke with ***** and they never received a claim to either confirm Or deny payment amount! Today I was told by Orbit Medical that Aetna doesn't take pre-approvals. So if they don't take pre-approval then why wasn't a claim submitted?! Considering Aetna is my primary! When asked that question, Orbit gave me the runaround. Refused to transfer me to someone who can answer and submit the claim! Instead put me on hold for 20 minutes!!! I want the claim submitted to Aetna and the wheelchair delivered as it should have been 3 months ago!! This company gives false information to its customers!!!

• Initial Complaint

  01/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In December 2022, I paid 140 dollars to H323136333733**363237H H3333**34**3438323031H for a raised toilet seat for my bathtub and a sturdy back chair for the bathtub. I still don&#**;t have the equipment. Spoke to a lady named ****, and also named *****. They keep telling me I had to pay ahead of time and sign papers and I&#**;ve already taken care of that. The young lady I spoke to was rather rude today. I want brand new products, not used.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying unsuccessfully to resolve a major issue with Orbit Medical over an electric hospital bed for my mother, *************************. So far, I have called six times since the defective bed was delivered on 8/15/22. I have asked to speak with supervisors and was hung up on by one and upon another call was told that his supervisor would call me back and never did. I want what I paid for, a fully functional electric hospital bed or a credit for the $495 for this defective one.

  Business response

  08/26/2022

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

   

  First, I want to apologize for any inconvenience you and your mother may have experienced. I understand ******** contacted you and explained the circumstances with Orbit having to order the parts for the bed. ******** confirmed the repairs will be scheduled immediately once the parts are received. I hope ********'s explanation was satisfactory. Once again I apologize.

   

  Please contact me at ************ if you have any questions or need anything else.

   

  Sincerely,

   

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

  Corporate Compliance Officer

• Initial Complaint

  06/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband needed a medical equipment from Orbit Medical. The equipment provided was a medical bed. My husband was coming home from the hospital and was going to need 24 hour care. The bed was necessary for his continued care. I was charged $400 dollars out of pocket and the insurance company was to pay the rest. My husband passed on January 18, 2022. It is now June. I have tried several times to schedule a pick up for the bed. Orbit medical never had availability for pick up. They did not have a driver available. I recently got information form them saying that I needed to schedule a pick up and "failure to notify orbit medical could result in additional fees not covered by insurance". I am livid. They have been charging my insurance company for a rental even after notification that my husband passed. On top of that, when I called on Wednesday, June 8, 2022 to rectify this situation. They kept me on hold for over 40 minutes. They have not solved the problem. They told me that I am on schedule for Friday but that the schedule has not yet been made so they cannot give me a time. It is Wednesday and they don't have a schedule for Friday. They informed me that I would get a call tomorrow, Thursday, June 9, 2022. I informed them that if this problem is not resolved by Friday, that they would be hearing from my attorney. They said "ok. mam...we will be hearing from your attorney". "That's fine". Orbit Medical has the most horrible customer service I have ever encountered. For a company that is supposed to service people who are sick and in need, they are rude, uncaring and cold. As a caretaker, I cannot imagine anyone else dealing with this while trying to take care of their loved one. Bottom line is, the problem has not been resolved and I am forced now to contact my insurance company and an attorney.

  Business response

  06/16/2022

  Hello,

  Once Orbit Medical learned the patient was in Hospice the billing had been stopped. The last Date of Service billed was 12/18/2021. 

  We tried to pick up the Bed on May 19, 2022. However when we called too confirm the *** there was not answer. We arrived at the home and called again but there was still no Answer.

  We attempted another pick up again on June 10, 2022. We were unsuccessful because again, there was no answer when we called to confirm the pick up.

  ****************** will need to let us know when she is available so that we may pick up the bed. She can call ************ to schedule the pick up. 

  Thank you,

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

  Corporate Compliance Officer

   

   

  Customer response

  06/20/2022

   
  Complaint: 17336564
  
  I am rejecting this response because: 

  First of all, they don't even have my name correct. Another example of their incompetence. The bed has been picked up and the problem has been resolved. However, I would like it to be stated that this business is impersonal. They never came to my house with no response and the attempt to pick up the bed was never really made until this summer after I reported them to the BBB. They did call me in the past to try to schedule a pick up but they were never able to work with my schedule. I did work full time and was not able to take time off. I was home however after my husbands' passing from January until middle of march. Thy had over two months. Why did they not pick it up at that time? It took them six months to pick it up. Ridiculous! What they own me is an apology. I am glad that they stopped the charges. Thank you for that. I am disappointed in their service however and lack of professionalism,  but glad my relationship with them is over. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the date of getting this wheelchair in August of 2019, I have had constant issues with the chair. I originally asked for a replacement twice within the first 6months. This is something I am entitled to request per agreement with insurance. However, I was denied twice by both Rob and ***** with Orbit. They simply sent repair people out including Rob himself. They made minor adjustments which never really fixed my issues, it only lead to further issues. Since my request for a new chair was not met within the 6 month window, I was subsequently stuck with the chair offered for 5 years. The repair people have been sent out a least 5 times or more in the last few years of having this. On September 2021 of last year my front wheel completely broke off. I reported it right away as this made my chair unusable. I was given the run around for months. They didnt send someone out to fix this until 2/22/22 nearly 5 months after request. So I was stuck not being able to go anywhere during this time. Only 3 weeks after getting the new frame (3/16/22), the back of my chair has now broken. This is leading to issues with my back because of it. I have yet again called to report this to Orbit, however its been almost 9 weeks and have not heard anything about someone coming out to repair this. The longer I wait, the greater risk I have to developing extreme issues with my back. I also fear the whole chair will break because of this, leaving me with no chair at all. I feel the way this has been handled with Orbit is unacceptable. I have never had these issues with any other company or wheelchair in my entire life. I was sold a flimsy chair and feel I got cheated out of a chance to have received a chair which was better suited to me specifically. Right now I feel since I had to wait over 5 months for my frame to be fixed, that this should be a higher priority.

  Business response

  05/17/2022

  Please review the attached response from Orbit Medical.

   

  Thank you,

  Customer response

  05/17/2022

   
  Complaint: 17187046
  
  I am rejecting this response because:
  
  Complaint: 17187046
  
  I am rejecting this response because:
  Per the current service request, I did provide specifics to rep ***** on 4/12/2022 explaining the bolt that latches the back in place had completely broken off. I additionally explained because of this its causing me lean back on the left side. I even sent rep ***** a video via text per her request the following day. When they called back I offered to send additional photos but was told that it was not unnecessary and they would check when they sent someone out. If they needed additional details, I am happy to provide that rather than having more miscommunication when a technician comes out. 
  
  In response to the claim that they were not told my wheel was broken, this is false. I told rep ***** on 10/12/2021 that the wheel had completely broken off and I even offered to send them pictures of the chair in its current condition, this was refused as "unnecessary" by rep ****** I don't consider being without a wheel for my chair for 4 months as having things repaired in a "timely matter." 
  
  Furthermore, in my experience, needing so many different repairs in such a short amount of time is quite extraordinary and indicative of a faulty chair. There is absolutely no reason the chair back should be broken again just a month after a new frame was installed.
  
  Sincerely,
  *******************************

  Business response

  05/20/2022

  Hello,

   

  An Orbit Medical Representative will be contacting the patient to schedule an appointment to assess the chair.

   

  Thank you,

*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. ↩