ComplaintsforRehab Medical, Inc.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am disabled & ordered batteries for my Jazzy scooter on 5-28-24 My insurance approved this & paid the amount of $700+. I called they said they were in at ************ & would be to me on +6-10-24. To call at noon to get the tracking#. I called & they could not find any order or paperwork for the batteries. They told me to call back Wed 6-+12-24 to order **************** would take another 7 days before they were in. My batteries are dead & I need my scooter. I want the batteries shipped overnight to me at no charge to me.. My insurance ok'd this & Paid for them on 5-28-24. They were over $700+.

  

  Business response

  06/12/2024

  Thanks for bringing this customer's complaint to our attention. A call to this customer has been made and a voicemail has been left to expedite all repairs. I am awaiting call back. All parts to resolve the customer's chair have been received. We are contacting the customer to schedule. At ********************** we strive to create positive experiences on every interaction; we are committed to resolving all issues in a timely manner. Thanks

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My power wheel chair was hit by a car and a wheel was damaged The persons insurance ********************* is ready to cut a check but they want a estimate. A Tech was here and looked at the chair 2 months ago. I have called several times but they never return my calls. They say they have tried to reach me but that is not honest. I also have tires that need replace. They have shipped the tires to me but they won't come to fix. This company is dishonest they don't communicate and their Tech aren't trained properly on all equipment.

  

  Business response

  05/21/2024

  Thanks for bringing this complaint to our attention. I have reached out to this customer and all repairs have been completed. The customer is happy with the resolution and will call if he has any additional issues. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is that I have been waiting a long time to get my wheelchair repaired. They have lots of excuses and while I am waiting my wheelchair is getting in worse condition. I have sores on my body, digging into my back while waiting for them to get this resolved. It has been going on for months. I have been patiently trying to wait for them to repair my wheelchair.I would like for them to repair my wheelchair immediately.

  

  Business response

  03/29/2024

  Thanks for bringing this customer to our attention. I have updated the customer and advised him that the parts have been ordered. I will keep him updated on the order and we will schedule installation immediately once the parts are received. He was happy with my update and is aware that I will ensure that he is satisfied with the service. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The company has done nothing to fix my chair. They need to take care of this issue!
  
  Regards,
  
  ***************
  

  

  Business response

  05/17/2024

  At this time we have necessary repair parts on order for this customer.  We are currently awaiting the delivery of the customer back for this piece of equipment.  Once that is received, all repairs will be completed.  Rehab Medical is fully focused on taking care of this customer's needs.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sister was diagnosed w/ cerebral palsy at birth & is unable to walk. She's eligible for a new wheelchair every 5 yrs via ********* which has been her means to acquire one. For her most recent renewal, Rehab Medical measured her while seated on our pillowed sofa, thus creating a gross disparity in frame size. It was too big, unsafe & began degrading immediately. RM Techs (mostly ******) were sent out many times; a replacement cushion and "frame kit" were expected to rectify the problems. They did not. So my sister's support coordinator and myself called Rehab Medical (namely *******) and "supervisors" for an entire year with NO response. Undoubtedly they were running out the warranty. RM didn't provide even routine maintenance. We've documented injuries caused by their mismeasurement, resulting in (unsuccessful) corrective surgery 2 months ago. Then randomly this Jan I received a call from ******* asking if we needed any maintenance on the chair. The call was escalated to ****, who was confident a tech could fix it, but the tech still couldn't. He said an *** could, but he didn't know what an *** was because "the words were too big to understand." This resulted in multiple calls (with photos) between ************* detailing the issues. After tiring of the runaround I directly asked **** if my sister stood even a chance of having her chair replaced and he said "no." Yet he ("and his boss") insisted they send out an ***. I'd repeatedly explain what a waste of time for us that was if they had no intention of replacing their own faulty chair. On 2/6/24 **** left a final mssg he was closing the case if I didn't call him. Newly serving as my mom's caregiver after a stroke further limited my time to engage in redundant calls, so I texted him to make the *** appt, while I explored other options. No reply. Given ******** restrictions, she is stranded for ******** is preying on a vulnerable demographic. *All supporting docs+witnesses available if complaint is pursued.

  

  Business response

  02/21/2024

  Thanks for bringing this complaint to our attention. I have called and left a voicemail for this customer to get this issue resolved in a timely manner. I am awaiting call back. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks

  Customer response

  03/04/2024

  How was this complaint closed so quickly after one claim Rehab Medical called and the customer remained unsatisfied?  The fact is *******************, Marketing Manager from Rehab Medical, left a voicemail regarding this issue on February 21, 2024 and I returned his phone call (leaving him a voicemail) THE VERY SAME DAY.  He chose to return my call on Wednesday, February 28, a week later.  During that conversation ************ attempted to dismiss our concerns, claim there were "no notes in their records" of myself and ********* support coordinator calling them for over a year with no response; I really wouldn't expect them to own up to not returning a client's repeated attempts to reach them.  He also repeatedly told me it was a "complex wheelchair" which it is not - she has had the same Quickie model manual chair throughout her life.  He insisted we would need to "start over" and "start fresh" by having an ATP come out to look at the chair.  I explained that an ATP had already come out 2 YEARS AGO and abandoned ******* with a "fit kit" which was nothing more than a seat sling that did not create the SMALLER CHAIR she needed to accommodate/correctly fit the oversized chair for which they incorrectly measured her.  It was not starting over or starting fresh - it was revolving the issue they walked away from.  During the entire 17 minute phone call, he refused to acknowledge any single thing I said.  He really wanted me to tell him that I "refused" to have an ATP come out so that he could claim he did all he could and close the case.  I asked several times to elevate the call to his supervisor.  His response was that she (***********************) would only call to tell me the very same thing, that an ATP would need to come out.  I insisted he elevate the call.  I then explained to him that I would be taking ******* to be medically evaluated by a doctor for her new wheelchair, as I would never again trust RM to do it correctly.  Ok.  Today is Monday, March 4, 2024 and *********************** finally called me today.  I returned her call and got her voicemail.  So I'd hardly call this resolved by ANY measure on their part.  Thank you.

  Customer response

  03/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  My sister was diagnosed w/ cerebral palsy at birth & is unable to walk. She's eligible for a new wheelchair every 5 yrs via ********* which has been her means to acquire one. For her most recent renewal, Rehab Medical measured her while seated on our pillowed sofa, thus creating a gross disparity in frame size. It was too big, unsafe & began degrading immediately. RM Techs (mostly ******) were sent out many times; a replacement cushion and "frame kit" were expected to rectify the problems. They did not. So my sister's support coordinator and myself called Rehab Medical (namely *******) and "supervisors" for an entire year with NO response. Undoubtedly they were running out the warranty. RM didn't provide even routine maintenance. We've documented injuries caused by their mismeasurement, resulting in (unsuccessful) corrective surgery 2 months ago. Then randomly this Jan I received a call from ******* asking if we needed any maintenance on the chair. The call was escalated to ****, who was confident a tech could fix it, but the tech still couldn't. He said an *** could, but he didn't know what an *** was because "the words were too big to understand." This resulted in multiple calls (with photos) between **** & myself detailing the issues. After tiring of the runaround I directly asked **** if my sister stood even a chance of having her chair replaced and he said "no." Yet he ("and his boss") insisted they send out an ***. I'd repeatedly explain what a waste of time for us that was if they had no intention of replacing their own faulty chair. On 2/6/24 **** left a final mssg he was closing the case if I didn't call him. Newly serving as my mom's caregiver after a stroke further limited my time to engage in redundant calls, so I texted him to make the *** appt, while I explored other options. No reply. Given ******** restrictions, she is stranded for yrs & RM is preying on a vulnerable demographic. *All supporting docs+witnesses available if complaint is pursued.
  
  Regards,
  
  *************************

  
  

  

  Business response

  03/20/2024

  Thanks for making us aware of this complaint. I have spoken with this customer's sister and advised her that we will need to dispatch an  Assistive Technology Professional to assess the fit of the chair and recommend solutions to ensure the correct fit. I also advised that the *** being a certified fit specialist will determine during the fit assessment whether the current chair is correct or if we need a different chair based on the customers medical condition. The customer's sister refused the *** visit and escalated to our Customer Experience Manager.  Our Customer Experience Manager also explained that the *** assessment is necessary to move forward with resolving issues with the current chair or deciding that a new chair is needed. The customer's sister refused that option. We are unable to resolve any current issues and determine the needs of the customer if an *** visit continues to be refused. At Rehab Medical we are committed to resolving all issues in a timely manner once given the opportunity. Thanks

  Customer response

  03/20/2024

  Rehab Medical continues to fabricate every single response to this complaint, completely misrepresenting my account and outright lying about what I have said.  On March 11, 2024 I listened to *********************** spin Rehab Medical's story for the last time.  After repeatedly telling me the obstacle to resolution was that they could not find phone records from over 2 years ago where they did not return my calls, nor my sister's support coordinator's calls, this woman let it slip that actually their refusal was because I had "refused to allow an ATP come out to look at the wheelchair."  (So why drag this out if the decision had already been made?) Again, I explained that an ATP had already come out TWO YEARS ago and did NOT provide any solution, only to leave my sister in a chair that was the wrong size - and since then refuse to return our calls.  The argument went in circles, again.  ************ kept asking, "So are you refusing an ATP?"  I repeated over and over and over, "No!"  I told her it was submitted in writing to her company directly (and the date in Feb 2024) in which I had stated I was not refusing an ATP.  I told her it was apparent she clearly wanted me to say I refused an ATP so that she could close the BBB complaint.  She denied this and said she did not care about this complaint.  ******, I explained that if ** was going to make things right they would have done so 2 years ago; or even during the last 2-3 months, instead of arguing, "escalating calls" and manipulating my words, and misrepresenting their roles in the company.  So I finally stated that they are preying on an extremely vulnerable demographic without a voice, and that instead of correcting anything they've made it a personal power struggle.  This has nothing to do with me - this is about my sister's dignity, mobility and independence.  We are now working directly with ******** and the **************** on a new wheelchair.  After learning the extent of RM's ineptitude, I will no longer attempt to reason with their disingenuous scam and lies.  It's inexcusable.

  Customer response

  03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Rehab Medical continues to fabricate every single response to this complaint, completely misrepresenting my account and outright lying about what I have said.  On March 11, 2024 I listened to *********************** spin Rehab Medical's story for the last time.  After repeatedly telling me the obstacle to resolution was that they could not find phone records from over 2 years ago where they did not return my calls, nor my sister's support coordinator's calls, this woman let it slip that actually their refusal was because I had "refused to allow an ATP come out to look at the wheelchair."  (So why drag this out if the decision had already been made?) Again, I explained that an ATP had already come out TWO YEARS ago and did NOT provide any solution, only to leave my sister in a chair that was the wrong size - and since then refuse to return our calls.  The argument went in circles, again.  ************ kept asking, "So are you refusing an ATP?"  I repeated over and over and over, "No!"  I told her it was submitted in writing to her company directly (and the date in Feb 2024) in which I had stated I was not refusing an ATP.  I told her it was apparent she clearly wanted me to say I refused an ATP so that she could close the BBB complaint.  She denied this and said she did not care about this complaint.  ******, I explained that if ** was going to make things right they would have done so 2 years ago; or even during the last 2-3 months, instead of arguing, "escalating calls" and manipulating my words, and misrepresenting their roles in the company.  So I finally stated that they are preying on an extremely vulnerable demographic without a voice, and that instead of correcting anything they've made it a personal power struggle.  This has nothing to do with me - this is about my sister's dignity, mobility and independence.  We are now working directly with ******** and the **************** on a new wheelchair.  After learning the extent of RM's ineptitude, I will no longer attempt to reason with their disingenuous scam and lies.  It's inexcusable.
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rehab Medical ordered an ******************* 3 power wheel chair that was delivered on 2/23/2023. I was told before l ordered the chair that I had to pay $1500. Out of pocket for the seat lift. I have receipts enclosed that shows that ******** and my Cigna paid all charges including the seat lift. Talked to ******** and they didnt receive my $1500 payment from Rehab medical for my chair and stated that it was ******** fraud.I needed the chair due to a 7 hour spine operation I had on October 19 of last year at the Emory spine center by *****************. I am still having trouble with my back and the wheelchair is useless. it doesnt operate 75% of the time and they refused to fix it and made up a story that I wanted to have the chairs safety items over ridden so I could lay flat and operate it. My back would not tolerate that and how could I see where I was going. I have the documentation attached. I have no power chair to get around in and all I get from them are lies. What can I do to get this replaced and hold these people accountable for addition health problems and make sure they do not do this to anyone else??? Thanks, *************************.

  

  Business response

  11/20/2023

  Thanks for bringing this complaint to our attention. I spoke with the customer and advised him that Insurance never paid for his chair lift, He paid out of pocket due to the lift not being medically necessary. I also advised that ************** diagnosed the chair and found nothing wrong with the chair. He has been educated on the safety mechanism of the chair. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought this wheelchair through my Physicians referral and prescription. This LEMON wheelchair has broke down repetitively over and over since April and after LONG waits with no other wheelchair substituted by them, they come out and fix it only for it to break down again. They have been out here working on it more than 7 times in only 1 year. Its a LEMON that they REFUSE to swap out for a WORKING model. I have asked numerous times to swap out. My warranty is ****December 23. Now after waiting 3 WEEKS on a Computer Module on the back of the Wheelchair that BROKE while their technician was working on my wheelchair, ******************* stated that it will be AFTER Thanksgiving before the part comes in. I sit here with NO Wheelchair. I do NOT appreciate the nice Technicians words on his IPad that he wrote up 3 weeks ago being CHANGED!! The technician, *********************** wrote up how the Computer module broke UNDER my Carport. I signed his report AFTER I read his Report. By the time his Report got to the home office in ************, it was COMPLETELY CHANGED!!! It no longer was the technicians Report that I signed. I guess that Everyone MUST take a picture of what they sign. I have signed his Reports on HIS WORK before as satisfactory, I wonder WHAT has been changed too. I PAID for a Warranty with Rehab Medical and they MUST REPAIR my Wheelchair to 100% working condition BEFORE the Warranty ends at end of December. They billed my BCBS and myself $27,000 for a LEMON. A LEMON!!I do NOT understand why MERITS, the manufacturer of the Wheelchair, has not stepped in and swapped the Wheelchair out back when the wheelchair started breaking down in April. Companies are supposed to be PROUD of their products and exchange out BAD wheelchairs after over $27,000. A car manufacturer would have. I want the Wheelchair REPLACED as I have asked for since APRIL. They are NOT going to let time run OUT and not even FIX the Wheelchair before my Warranty runs out.

  

  Business response

  11/13/2023

  Thanks for bringing this customer's  complaint to our attention. The customer has been contacted and is happy with our resolution steps. The customer has been advised that we are exchanging her chair with a new chair. At Rehab Medical we are committed to resolving all issues in a timely manner. I will keep the customer updated on the exchange process going forward. Thanks. 

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 28 June 2023, Rehab medical charged me $101.80 before they would attempt to repair my wife's motorized wheel chair. I should not **** been charged for this part, because it was damaged by a factory defect(stripped threads) but I paid it in order to expedite the repair. The wheel chair has not been repaired yet. I want a refund for this charge. I would also like TO HAVE THE ***** CHAIR REPAIRED. It has been inoperable since 10 June 2023. Rehab Medical has been here three timed with the wrong parts.

  Customer response

  11/13/2023

  On 10/Nov two technicians ftom REHAB MEDICAL worked on the wheel chair for approximately four hours, and were unable to get it working properly.  The wheel chair has been unusable since 10 June 2023. It is time to admit that it cannot be repaired and to replace it with a new chair. The wheel chair  came from the factoty with a defect        (stripped threads in the lift assembly that held the seat on)

  

  Business response

  11/13/2023

  Thanks for bringing this customer's complaint to our attention. At ********************** we are committed to resolving all issues in a timely manner. The customer has been updated and advised that we are exchanging the chair with a new chair. She is happy with the resolution steps that are in process. I will keep her updated going forward. Thank You. 

  Customer response

  11/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfie

  with this resolution.]
  Replacing the wheel chair only solves part of the problem. We are still due a refund for $101.80. I had to pay this amount before they would make the first attempt to repair the chair. When the part came it was the first of several wrong parts, that they ordered. I should not have been asked to pay for any parts in the first place, because the chair was damaged due to a factory defect (stripped threads in the seat riser, where th seat was bolted to).

  I AM ASKNG FOR A REFUND OF $101.80.

  
  

  

  Business response

  11/20/2023

  Thanks for bringing this complaint to our attention. This has been discussed with the customer previously, Per **************'s diagnosis that part was damaged and therefore could not be warranty replaced. This is a valid replacement charge that is not eligible for refund. The customer has been advised that we are replacing the chair due to issues with expediting the repair, but she is not liable for a refund for the damaged part.  At Rehab Medical we are committed to resolving all issues in a timely manner. 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband ordered a motorized wheelchair from Rehab Medical a year ago July. The chair was delivered Dec 2022. Within one week of delivery the headrest fell off. Then the armrest where the controls are located fell off. For several months my husband called to get someone from Rehab Medical to repair the chair. He was given various excuses delaying the repair, such as he would have to pay out of pocket for any repairs, or the parts are being shipped from ***** and it would take a while. The chair was not adjusted for my husband and had a tendency to flip him forward. At one time the chair flipped him out on the floor. About a month ago two repair guys from Rehab Medical came and repaired the headrest and the armrest. They pointed out that the left leg rest was not functional. Since then Rehab has said they would repair the leg rest whenever the parts come from *****. My husband has been waiting a year, two months for a working wheelchair. Rehab Medical should supply him at no cost with a working wheelchair until the original chair can be repaired.

  

  Business response

  10/03/2023

  Thanks for bringing this customer's complaint to our attention. I have left messages for this customer. I am awaiting call back. We have ordered parts to resolve all issues. We have also scheduled a visit today to resolve positioning issues. Once the customer returns my call, I will update customer on steps to resolve all issues in a timely manner. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The tilt does not work on my wheelchair several calls were made to the company and no call back. Called the supervisor we had been working with several times. The remedy I want is my tilt fixed asap and my speed control to work. Am told by ****** the tech it is not fixable so then I want my chair replaced.

  

  Business response

  09/27/2023

  Thanks for bringing this complaint to our attention. I have spoken with this customer and advised that we are sending a technician out to resolve all issues to the customer's satisfaction. The customer is happy with the resolution plan. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my new wheelchair from Rehab Medical on Dec. 27, 2022 so it is ONLY 9 months old and still a VERY serious Safety issue. I started calling the ********* office and left Message on March 21, 2023 about Wheelchair problems. I have asked NUMEROUS times for it to be simply replaced before I get injured BAD or even for life if my ONLY LEG is damaged. I have even talked with *******************, Customer Serv. Specialist in ******* and 2 other Office Managers at the ********** office and it still has OVER 5 things WRONG on the Wheelchair currently and it is getting WORSE!!It appears that they are just waiting until my Warranty runs out in December instead of replacing the Wheelchair so that I dont get hurt. They are replacing the damaged parts slowly BUT more or the same parts are NOT working correctly or at all. The last time, it took 6 WEEKS to get *************** back out. Currently : the battery charger does not work correctly which is damaging the battery, the Front Wheels do NOT TURN correctly after being replaced 9/12/23, the Speed between #1 and #2 Speeds do not work correctly and appears to go from resting to VERY dangerous speeds and lack of, the Foot rest is too high/doesnt depress down correctly which Im very scared to trip and fall over, the lights do not work at all. Again, I have ONLY 1 leg and CANNOT afford to damage my left leg in any way or I will be severely limited as far as any mobility at all!!Again, the Wheelchair is VERY unsafe for me to use now or to try to even load to go to doctors office. I MUST go to different doctors as I mentioned above that I have severe Rheumatoid arthritis, also Feltys, Sjogrens and other diseases and severe pain. The Repair techs have been out here at least 5 times replacing parts and trying to adjust it to work correctly. It is NOT working!! All I ask is to replace the Wheelchair with a SAFE new one before I get hurt!! Thats all!!I have been asking since 4/5/22 with *******************.

  

  Business response

  09/21/2023

  Thanks for bringing this customer's issue to our attention. I spoke with this customer and advised that we will send tech out to trouble shoot all issues and resolve with the Manufacturers assistance. She was happy with the resolution steps. We will keep the customer updated until all issues are resolved to her satisfaction. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

*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. ↩