ComplaintsforRehab Medical, Inc.

• 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. 

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 21, 2023, I submitted pictures of indicating the fact that my Scooter, purchased in April of 2023, is broken it has not worked for over two weeks at that now. Therefore, I was requesting a full replacement or repairs at no cost to me.It does not start; it appears that the Ignition switch has come apart and the wires are exposed. In addition, the back seat has come apart and the stirring column is stripped. At their request! As document is the pictures that was submitted to Journey on August 23, 2023. I was informed that there would be an investigation. I was not given any resolutions. It has taken this company a month to get back with me regarding my broken scooter. On September 20, 2023, after I contacted them, I was informed by ******************** that the damage to my scooter was user error and not covered under warrant. In addition, to my monthly payment, the company was to charge me for the repairs to my scooter. *****************, **************** Director, was requested to email me their findings in writing. However, that documentation was never done.I'M 89-year-old women, with severe Osteoarthritis, this scooter was intended to help with my medical condition but has cause more distress and pain. This scooter is not even paid for. How can this company (Journey) misrepresent seniors like this? I there is favorable I got to send this scooter back to the company.Thank you for your cooperation in this matter. *********************************

  

  Business response

  09/22/2023

  Thanks for bringing this customer's issue to our attention. I spoke with this customer and advised her that I am not showing her account based on the information given. She stated that she will have her daughter call me for assistance. I will work to resolve all issues once call is received. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer response

  09/22/2023

  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 satisfied with this resolution.]
  My scooter is still broken and I'm still paying for it! The company has not given me anything in writing stating that the reason my scooter is broken was my fault. I requested in writing for the company, to tell me how they concluded that I broke the scooter. I need my scooter repaired at their cost by Journey. If the warranty did not to cover the expenses, then they should have informed me before, I purchased the scooter. 

  THIS COMPANY FAILED TO DO SO!

  
  Regards,
  
  *************************

  
  

  

  Business response

  09/29/2023

  Thanks for bringing this complaint to our attention. I spoke with this customer and advised her that we are not affiliated with Journey. We are Rehab Medical. The customer advised me that she will be contacting the correct company to file her complaint.  At Rehab Medical we are committed to resolving all  issues in a timely manner. Thanks.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06/29/2023 A request to repair a wheelchair was made by my aunt, from then to now my 93 year old aunt that is totally paralyzed on her right side has attempted to get Rehab Medical to communicate with her doctors office. The two offices have been unable to complete the simple process of submitting a form to approve the repair. No one at Rehab Medical contacted me (I am listed as contact for any troubles) to inform me of the failure of this simple process, and Rehab Medical then closed the repair request on 7/19. This is not the first time we have experienced this frustrating experience. A prior time it was almost six months the wheelchair was broken while Rehab Medical and Emory Medical failed to help her. My aunt even with her limitations tries to attend to her own affairs so I was late to join this, but to have Rehab Medical close the ticket without notifying either my aunt or myself and leave her without this very important wheelchair is beyond uncaring, its negligent. A disabled senior citizen has been kicked to the curb without any regard for her wellbeing. I dont understand how Rehab Medical can simply walk away from a senior citizen and ignore any sense of responsibility. Emory Medical and the office of **************** will see a complaint filed by me with ************* Services. I will also be looking for a government office to aid me in resolution to fixing her chair and this miserable performance by both ***** / **************** and Rehab Medical.

  

  Business response

  07/20/2023

  Thanks for bringing this complaint to our attention.  I have contacted this customer. The customer is aware that we will keep him updated on the paperwork process going forward. The paperwork is being refaxed and we will keep him updated every 3 days until the paperwork is received and the chair is repaired to his satisfaction. At Rehab Medical we are committed to resolving all issues in a timely manner. Tthanks. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son,******************* age 48, has been without his electric wheelchair since April 4,2023. ReHab medical kept saying they were waiting for the Doctor to finish paperwork, on 4/26/23, I called the Doctor on 4/27 and was told it was faxed back. I have called ReHab Medical on 5/9,and they were still waiting for paperwork. On 6/1 their internet was down and they would call me back, 0n 6/9 they couldn't give me an answer and said someone would call me back. On 6/29 since I have never recieved a call back ever, I called again and was told it was put own hold since they couldn't get a response from doctor. ********************** did not have an electric wheelchair for a loaner, so my son has been in bed since 4/4/23 without his chair. I called their corporate office and they said the paperwork would get completed. Today 7/17/23 I called ******** to see if the part was approved and was told the paperwork from ReHab Medical was submitted on July 6, 2023 and was pending. So after all this time it was just submitted a little over a week ago. I would like an electric wheelchair for my son, I am disable which also makes a hardship on me to take care of him and his needs, before he could at least sit out on the porch or move around but not for the past 4 months.

  

  Business response

  07/18/2023

  Thanks for bringing this complaint to our attention. I have attempted to call this customer but the customer is not answering calls. The parts have been ordered and I will keep this customer updated until all parts are received and installed to the customer's satisfaction. I have also placed the customer on a loaner wait list. The customer will be contacted once a loaner is available. At Rehab Medial we are committed to resolving all issues in a timely manner. Thanks.

  Customer response

  07/19/2023

  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 satisfied with this resolution.]
  
  Regards,
  
  *********************
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The bolts holding the seat to the seat riser came loose and the seat tilted to one side and I fell against the wall,at least one cable/wire was broken. The technicians came on June 20th, and on June 21st, said that parts had to be ordered and left. On June 28th my master card was charged $101.80, to pay for a broken cable. I should not have to pay for the cable that was broken because of a defect. but I approved the payment in order to expedite the repair. I have not heard from REHAB MEDICAL since then. All my attempts to contact them buy phone go to voice mail and they do return my calls. I want my wheel chair repaired or replaced ASAP. This has gone on long enough. I also want a refund for the $101.80.

  

  Business response

  07/07/2023

  Thanks for bringing this complaint to our attention. I have spoken with this customer and advised that the parts have been ordered. She is also aware why it is a cash sale.  I will keep her updated going forward on tracking. The customer was satisfied with the resolution steps. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer response

  07/10/2023

  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. 
  
  [ProvidI details of why you are not satisfied with this resolution.]
  I agreed to a cash payment of $101.80, to cover the cost of the cable that was broken when the seat came loose from the lifting mechanisn in order to expediate the repair of my wheel chair. but  it is not something tha  I should have to pay for.  The cable was broken because of a defect in the wheel chair. The screws holding the seat to the chair were stripped by whoever assembled the chair. Was it MERIT or was it REHAB MEDICAL? It had to be one or the other, because it was that way wjen I received the wheel chair. 
  Regards,
  
  *************************
  

  

  Business response

  07/13/2023

  Thanks for bringing this complaint to our attention. I have spoken with the customer and advised why the service was a cash sale which is due to the part being damaged. No refunds are due.  We have received the parts and she has been scheduled for our tech to install. The customer said that she understood and acknowledged the schedule date. At Rehab Medical we are committed to resolving all issues in a timely manner. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rehab Medical delivered the chair in August. so I tried to call them to fix it . The girl on the phone said someone will call you 24 to 48 hours, so i waited 3 days never heard from them. this went on for 4 months so I called ******** we tried for over an hour trying to do a 3 way call ,this is rediculous ******** turned me over to the supervisor ******** told them to pick up the electric wheelchair. 2 Days later **** called ***** told him it was too late to return the chair. So in november ***************************** came to fix the chair he recaluclated a few things on the chair And said it was fixed But it wasnt . We called ******** they called rehab medical to pick up the chair they sent a guy out ***** asked the guy if he was here to pick up chair he told ***** no then he left, ****** came back in January and put a part on the chair and told ***** that ****** thought it was fixed but not for sure. And my doctor filled out paper work for a gel seat Rehab Medical sent a cushion through fed ex but it was not a gel seat. The chair still does not work Rehab Medical still has not picked up the chair. And because of their negligence now ***** has an open sore on his ****. ******** gave ***** the number to the attorney general to file a complaint

  

  Business response

  06/08/2023

  Thanks for bringing this complaint to our attention. I have left the customer a voice mail for call back. We are in the process of getting this chair picked up. The office is calling the customer currently to schedule. At ********************** we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been hurt badly in a fall and was already on disability. I received a wheelchair from rehab medical paid for by my insurance company. It was new, it ran for 2 hours and broke down my first day. It took a week to get a service technician out here. After another week and a half they still cant give me any idea of an eta of the part, I cannot get an electric loaner. They have no concern that I am unable to do almost anything without a chair.

  

  Business response

  05/04/2023

  Thanks for bringing this complaint to our attention. The customer has been contacted and we are in the process of exchanging this chair. The customer is happy with the solution provided and will be kept updated. At Rehab Medical we are 100% committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying since March 1. 2023 to get a repair done for my daughter's wheelchair. I have made numerous phone calls between the Dr's ****** and Rehab Medical. The Dr's ****** has repeatedly faxed the forms to Rehab but they can never find the forms. Rehab Medical has never contacted me to provide communication as to what has been received or is needed. The only communication has been from me calling them. I do not believe they are working to provide assistance needed and will not do so unless some outside pressure is applied. Please help.

  

  Business response

  05/02/2023

  Thanks for bringing this customer's complaint to our attention. I have spoken with this customer and advised that we are working on getting her submission and order  expedited. She has my number and will contact me if there are any concerns going forward. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer response

  05/03/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My disabled mother has been without her powerchair regularly since purchase in March 2020. Today is 3/31/2023, and she has been w/o a working chair for over a week & cannot sit in a manual chair due to her disability. I have been on the phone with Medical Rehab daily for a week, multiple times in 1 day. I had to call every day because I would have to follow up with messages; I had left due to being unable to talk to someone who could help me and not receiving any callbacks. After a whole week of that, I was able to talk with a rep that could get the ball rolling with getting the chair fixed. After getting put on hold & then hung up on twice & each time I called back, I finally asked to speak to a supervisor (a supervisor named ***** was not helpful) because my entire experience since purchase with this company has been insane! Whenever I talk to a rep, I get told something different, with many empty promises. This happened multiple times. I was told several times, "Oh, I should not have been told that. " Well, I did & that is a big problem because I am getting lied to! I have been lied to about when & what parts are being shipped & that has been the most significant upset. I was finally told that the joystick was on backorder until 4/28/2023. My Mom has been put on the loaner chair waitlist. Why do they not have ways to take care of this stuff for their customers?I have been told two different things about the loaner chair waitlist & which goes against what one rep said. Corporate also told me that the ************* office would contact me daily to update me. Nothing. Crickets. They told me they were sending me all the service records and everything I needed to send to Pride since they kept telling me they could do nothing. Well, again. Crickets. Wow. My mother will end up in the hospital due to the wounds she is getting or worse. They will cause her to lose limbs or her life. This company has been nothing but a pain to work for. Bad business ethics all around

  

  Business response

  04/06/2023

  Thanks for bringing this customer's issue to our attention. I have spoken with this customer and she has been advised that her parts have been received. We have scheduled a technician to install her parts today and ensure that the mobility equipment is fully functional. The customer is happy with the resolution steps.  At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer response

  04/25/2023

  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 satisfied with this resolution.]

  I made a previous complaint, and the company assumed they fixed the issue but did not. Instead, they only half looked at the chair and misdiagnosed the problem. After waiting for the parts, they said they ordered the wrong part; rather, it should have been motors. They still had no loaner, and we have spent out of pocket over 600 dollars. They waited two weeks to order the new parts, and in that time, my mother's health deteriorated, and she ended up in the hospital. After returning home, they called to tell me the parts were finally in but that it would be a few days before they could fit her in. She needs this chair. It is unacceptable that other companies said they would have fixed it right the first time, going over everything to ensure everything was in working order. Rehab Medical prefers to charge ******** for every visit, limit what they can do, and profit off every call while my mother's health has deteriorated.

  Desired Outcome:

  Billing adjustment; Replacement; We would like reimbursement for the rental, and the week I had to take off of work to take care of my Mother due to the hospital visit.

  
  
  Regards,
  
  **********************************************

  
  

  

  Business response

  05/02/2023

  Thanks for bringing this complaint to our attention. ************** resolved the issues with this chair on 4/26. The customer has been advised that loaner chairs are based on availability. I have left a message for the customer to explain. Insurance does not reimburse for rentals. We have moved as quickly as possible to have the chair repaired. We do apologize for any delays. 

  Customer response

  05/22/2023

  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 satisfied with this resolution.]

  We are NOT satisfied with the results and the customer most certainly is NOT happy.  In fact due to not having the proper chair and equipment she got severe wounds and was hospitalized, she is home with hospice and will succumb to the infection.  100% due to rehab medical

  
  
  Regards,
  
  **********************************************

  
  

  

  Business response

  05/23/2023

  Thanks for bringing this complaint to our attention. I have reached out to the customer and the chair has been repaired. She has not been able to test the chair at this time. Her care giver will contact me if there are any additional issues. At Rehab Medical we are committed to resolving issues in a timely manner. Thanks. 

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started the process to replace my 15 year old scooter a year ago with ***************************. Finally on February 15th of this year I received a call that my claim was being submitted to insurance. That never happened. Now I just get promises that *** will call me back which never happens. I need my scooter for mobility and no one knows where my chart notes are and when I asked to speak with a supervisor I was told there wasnt one. A year is unacceptable to go through this process and Im no closer to getting the scooter than I was when I began. I think this company is a scam possibly but if not a scam, then quite incompetent and Im left with a scooter that could stop working at any day.

  

  Business response

  04/04/2023

  Thanks for bringing this complaint to our attention. I have contacted this customer and advised her that we are working to get her order expedited. She has been advised that insurance may need more information prior to approval. I will keep her updated on approval. Customer has expressed her dissatisfaction with the delay. I will keep her updated on order.  At Rehab Medical we are committed to resolving all issues in a timely manner. 

  Customer response

  04/05/2023

  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 satisfied with this resolution.]
  
  Regards,
  
  ***********************

   

  After emailing all the administrators listed on Rehab Medical website, I received several calls and emails. I thought my issue was finally being addressed. One particular call told me my paperwork was submitted to insurance and theyd have a scooter for me, upon insurance approval in April. The following week I received a call concerning my BBB complaint telling me that more doctor information was needed and my claim had NOT been submitted. Again its the same runaround with no one seeming to know what the other is doing. We are coming up on a year since I started the process for a scooter. I am no closer now to having one than I was then. So while the business response tells part of the story, it leaves out the inconsistencies in what different departments are telling me plus the fact that Ive been proactive throughout the process and would have gotten any information that was needed from the doctor. Here we are in yet another delay. 

  
  

  

  Business response

  04/11/2023

  Thanks for bringing this customer's issue to our attention. I have spoken with the customer and advised her that the equipment has been ordered. We will keep her updated with shipping and tracking. The customer will call me if she has any additional questions. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer response

  04/12/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  

  Its my hope that they find the scooter in less than 3-6 months which is unacceptable because of all the time wasted but I will hope they honor their word.
  
  
  

  Regards,

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

*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. ↩