ComplaintsforRehab Medical, Inc.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I&#**;m a triple amputee without my right arm and both legs. Rehab Medical is refusing to give me a loaner wheelchair while I&#**;m waiting to receive my new wheelchair and it has been 2 weeks of me living in this condition. I have no one to assist me other than my 14 year old daughter, and I&#**;m left without any assistance during the daytime while she is away.

  

  Business response

  03/17/2023

  Thanks for bringing this issue to our attention. A message has been left with this customer. We do not have any available loaners currently. We will contact the customer once one becomes available. We will continue to keep the customer updated on her new chair order. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  

  Business response

  03/22/2023

  Thanks for bringing this complaint to our attention. The customer has been contacted and has been made aware that we are awaiting insurance approval for her new chair. We will keep the customer updated.  We have also advised that loaner chairs are not available. The customer is on a loaner waiting list. The customer will be contacted when a loaner is available. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************** purchased me an electric chair. It was delivered to me with bad batteries. I have called several times to get new batteries. They told me I needed to call insurance company, which I did, and they told me the chair is under warranty and that the company should fix it. They have lied to me about ordering the batteries. I still do not have my batteries. They say they have not ordered them.

  

  Business response

  02/28/2023

  Thanks for bringing this customer's complaint to our attention, The customer has been contacted and is aware that we are expediting his battery request. He was satisfied with the solution steps. We will keep him updated going forward. At Rehab Meidical we are committed to resolving all issues *** timely manner. Thanks. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company failed to deliver my fathers wheelchair by the end of the year 2022 and also didnt charge his insurance. He changed his insurance beginning this year 2023. This company attempted to charge him for the remaining amount of a manual basic wheel chair that was never delivered; over $2500 because of the new insurance not covering the chair 100% like the other. Then attempted to drop it off when they were directed not to until the issue is resolved. The complaints could go on and on. They failed to communicate to their staff members and us as customers on ALL sides and expect my father to pay for their errors. We have not received one piece of paperwork, actual paper, digital or otherwise with this whole process. This has to be one of the worst companies Ive worked with. Im demanding they deliver his chair and bill the correct insurance covering 100% as promised.

  

  Business response

  02/20/2023

  Thanks for bringing this customer's complaint to our attention. I have spoken with the customer's daughter and she is aware that we did not deliver the chair per her request based on the billing inquiry. The customer also wasn't billed. The customer is currently asking for the chair to be delivered at no cost which is outside of the insurance benefit guidelines. This has been escalated to the Director of Customer Experience. She will be calling the customer in reference to her request. At ********************** we are committed to resolving all issues in a timely manner. Thanks .

  Customer response

  02/23/2023

  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.
  
  

  I have not received any further contact from the company except to verify the above statement they left. Saying the company cannot bill insurance for a product until the Customer has it is bad business practice since the company would be out money if never paid by either party.

  They never updated us throughout this whole process though they claim they had several delays on their staffs side of things causing the whole issue. Had we been notified there was a delay, we wouldnt have changed his Insurance beginning in the new year. I have finally received an email stating the above as well which doesnt solve the problem.

  I had to call their staff person to not deliver the chair as they wouldve began saying my Father now had the chair so he was liable. They didnt contact their own employee and/or they failed to read the notes everyone has left which are read back to me each time I speak to someone.
  

  This verifies they dont communicate to customers and staff. 

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

  
  

  

  Business response

  02/28/2023

  The customer's chair was not delivered per the customer's request and the customer was not billed. The customer is asking for equipment at no cost which is against insurance guidelines. This is medically graded equipment that is based on insurance benefits.  This has been explained to the customer. 

  Customer response

  03/01/2023

  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. 
  
  All this says is that I understand your company has made a mistake. Its doesnt say how its going to be resolved. *************** told me, they would approve the chair if the paperwork was submitted to them regardless that it is after that time frame since the assessment and initial approval was done by December. The fact that your staff failed to get their paperwork in on time, didnt communicate ANYTHING to one another and called the Customer to notify it was approved and would be delivered before the end of the year before the company had the official approval from the insurance is not our fault. Your company failed all the way around. Refusing to make it right has caused this complaint in the first place. 
  
  Regards,
  
  *****************************
  

  

  Business response

  03/13/2023

  Thanks for bringing this complaint to our attention. The customer has been made aware that we can't go out side of insurance guidelines.  We are unable to deliver the chair at no cost. 

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am making this complaint for my aunt: *************************, DOB: 03/06/1930. She is 93 years old, paralyzed on the right side, and an individual that needs the power chair that she has done without for almost nine months. She has waited and been told story after story by Rehab Medical. The last three months she has been told Rehab is waiting on her doctors office to fax a form. *** called repeatedly asking for status and even 3-way conferenced the doctors office, Rehab Medical, my aunt plus myself. Still there was no progress only a hollow promise.I was told the prior week that she would have the battery this last week; still there is no battery. Im guessing Rehab Medical is severely understaffed and unable to keep track of the repair orders that are in their system. Some small amount of follow up would have, at a very minimum, had the power chair functioning three months ago. We were last promised 02/06 as a repair date; Im anticipating another failed promise. If Rehab Medical lacks the personnel or process to track and follow up on repairs, some course of action is necessary to correct for the failure to provide services for our elderly. Gauging by the other BBB complaints this issue is rather common.

  

  Business response

  02/08/2023

   Thanks for bringing this customer's  complaint to our attention. Customer has been contacted. He is aware that we are expediting battery quote and will order asap once quote is received. ************** has visited the customer today. We will keep this customer updated on the steps to resolution. At Rehab Medical we are committed to resolving all issues in a timely manner.  Thanks. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting on repair parts for my power wheelchair since July of 2022. After technicians replaced the iLevle seat raising system, several parts were found broken after the technicians left. I am confined to my wheelchair and not able to walk, and when I got my chair repaired on July 11 2022, I was not given the opportunity to check or test my chair, I was just told it was repaired and they left. After trying for months to get parts repaired I am told that it is my insurances responsibility to cover the cost after my doctor ***** off on the paperwork. This company is so hard to get ahold of and after months of going back and forth I still have several issues that need repaired on my chair that were damaged in July that the company claims is not their responsibility. I have attached a full letter of the issue in complete detail and attached pictures of the texts messages that were sent proving I reported the issues the night the repairs were made, along with errors shown on the screen. 'As a disabled person with this as my only transportation or means of moving, its so frustrating when you have to wait month after month and try call after call to get any resolve.

  

  Business response

  01/10/2023

  Thanks for bringing this customer's issue to our attention. The customer has been contacted. All parts have been ordered. He is aware that we will install parts once arrived. Customer is happy with solution. At ********************** we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My disabled mother has been without her powerchair since 10/25/22 due to it not turning on. Today is 12/9/22, still w/o a working chair & can't sit in a manual chair due to her disability. I have been on the phone with Medical Rehab on avg 3 days/week & some weeks it' been everyday & lots of days, multiple times in 1 day. At first I had to call every other day b/c I would have to follow up with messages I had left due to not being able to talk to someone that could start a ticket & not receiving any call backs. After 3 weeks of that I was able to talk with a rep that could get the ball rolling with getting the chair fixed. As of yesterday after getting put on hold & then hung up on twice & each time I called back, I had to talk to someone different therefore having to explain the situation multiple times, I finally asked to speak to a supervisor (I was also told there is no supervisor there to talk to) because my entire experience since Oct. with this company has been insane! Each time I talk to a rep I get told something different or I find out that the rep I talked to the last time didn't make a note in the account or issue a new ticket like they said they did. This happened multiple times. A couple of times I got told "Oh, I shouldn't have been told that". Well I did & that's a big problem because that means I'm getting lied too! I've been lied to about when & what parts are being shipped & that's been the biggest upset. I had finally gotten told that the joystick, which is 1 of 5 parts that got ordered, was on back order until 1/23/23. But then later I got told TWICE the joystick is being shipped with all of the parts that got delivered on 12/1/22. The joystick didn't get delivered & now they say it will ship 12/30/22. They took my mom off the loaner chair wait list when her parts got delivered. She shouldn't be taken off the list until her chair is fixed! I've been told 2 different things about loaner chair waitlist & goes against what one rep said.

  

  Business response

  12/19/2022

  Thanks for bringing this customer's issue to our attention. A message has been left to resolve this issue to the customer's satisfaction. Awaiting call back.  At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer response

  12/20/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********.  I received a call from the ****************************** from *****************************************. The person is working on making sure the local office will call me as soon as the joystick get delivered there and confirming with them that my mother is still on the loaner chair wait list and will not be taken off until the chair is in working order.  He is supposed to be having the local office call with any updates on the wait list. 
  
  
  

  Regards,

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

  Customer response

  03/08/2023

  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.]

  This is the second time I am submitting a complaint with Rehab Medical. The first complaint was submitted 12.09.22. My paraplegic mother is still without her power-chair. It has been not working since 10.25.22. We are waiting for a joystick to be shipped and each month since December, the ship date has gotten pushed back to the following month. The last ship date was supposed to be on 3.03.23 and as of today, 3.06.23, the new ship date is 04.10.23. I have been in regular communication with an employee in the ******************************* There is nothing this company is doing besides telling me the same thing each month. Waiting for the shipment from oversees and looking for a loaner chair. 6 months is entirely too long for someone to be without their power-chair. Some people, like my mother, cannot sit in a regular wheelchair due to their disability.

  Desired Outcome:

  Delivery

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

  
  

  

  Business response

  03/09/2023

  Thanks for bringing this complaint to our attention. Please submit the customer's name and contact number and we will reach out to expedite this solution. Thanks. 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband had a massive stroke in June of 2020. The case worker with the home health agency I was using at the time took care of everything to get my husband his power wheelchair from Rehab Medical out of *********** ********. We received the chair in December of 2021 and have had nothing but problems with it as well as problems with Rehab Medical returning phone calls. I ordered an armrest that would work with the wheelchair back in April of 2022 and still do not have it. I call to check about it, and no one will return my calls. The leg risers went out on the chair in early August, and I am still waiting for parts to be shipped to fix this. I called the supplier Pride Mobility today 10/4/2022 and was told they would put a rush on them as they are currently a high-demand part. They were to arrive at Rehab Medical on 09/30/2022 but have since been pushed back again to 10/31/2022 as a possible ship date. My husband is paralyzed on his right side therefore these leg risers are very important to have as well as the arm tray. The joystick portion is not working either and Rehab Medical just tells me to power it down and see if that fixes the issue. I need a chair that works as it should all of the time without issue. I would like for Rehab Medical to find a way to correct my problems and provide a loaner wheelchair if need be. Or they can just replace the entire chair with a new one that will be exactly what is needed for my husband. It is very hard to manually push a power wheelchair up a ramp with a 250-pound person sitting in it. Hence why we opted for a power chair. Any help with this would be greatly appreciated. Also, the customer service of the sales department needs to be better and call their customers back when they say they will. It is just simply ridiculous that I have to do all this back-and-forth calling while trying to be the full-time caregiver for my husband.Thank you.,*********************************

  

  Business response

  10/07/2022

  Thanks for bringing this customer to my attention. I have spoken with this customer and the customer has been advised that parts have been ordered and will be received on 10-10-22. We will contact her immediately to schedule once the parts have been received. She was satisfied with the call and resolution steps. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer response

  10/14/2022

  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

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service with this company is terrible. I have been waiting for one repair part that has been on back order for over 9 months. I am now waiting for a foot plate. Been 3 weeks since tech was here. I call service ***** And one time they tell me part is on order. Next time I call they tell me part hasn't been ordered and they are getting paperwork ready to send to doctor. I would just like to get the same answer twice. I can not use my chair. I've had to cancel all my doctors appointments because I can't use it.i just hope it doesn't take over 9 months to get this part. I think there service is terrible. What kind of company takes so long to get parts and their customer service isn't any better. Why can't you get the same answer twice when you call. I just want the truth when I call. I need to know if part is on way. I called Dr. ****** the day it happened and asked Dr. ** send referral to them that day to get ball rolling. Dr ****** said they did it

  

  Business response

  09/26/2022

  Thanks for bringing this customer's complaint to our attention. I have spoken with this customer and she is aware that we are working urgently to expedite the repair of her chair. The customer was happy for the resolution steps that are being taken and will be updated going forward. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After getting Covid, we I was left not able to walk and needing a wheelchair. The home care company that I was using recommended rehab medical. The nurse came out did everything had my doctor fill out all the paperwork and months later I got my wheelchair. Ive had some small things happen and it takes forever to get it repaired. This last incident regarding my wheelchair being unable to move. After several service calls they finally got the service man that was able to get the problem evaluated but he couldnt do anything until he ordered batteries, a seat, and whatever else he needs to resize the chair. A month ago the batteries came to my house and it took almost a month to get somebody to come and put them in because they kept saying it was a shipment order problem and I had to keep explaining the batteries had been shipped to me and I just needed them installed. Now that I have the batteries in and I have the new pillow for my chair (also mailed to me). I cant use it because my chair needs to be resized so Ive been waiting over a month again, after several calls to service, for someone to come out and resize my chair. Every time you contact ReHab Medical theres a different reason why they cant come out or they cant get the service man or they cant find the service ticket. For any one who cant walk their chair is their independence!! Cant anything be done about this company?

  

  Business response

  09/13/2022

  Thanks for bringing this complaint to our attention. I have contacted the customer and she is aware that the parts will be delivered shortly. Once the parts are received we will install to our customer's satisfaction. The customer is satisfied with the resolution steps. Thanks for bringing this customer to our attention. At ********************** we are committed to resolving all issues in a timely manner. Thanks. 

  Customer response

  09/19/2022

  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. 
  I have not had the problem solved from Rehab Medical.
  
  
  

  Regards,

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

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rehab medical has given me the run around for several months. A representative from Rehab Medical named ****** came to my home with the filing papers for my insurance. He had me to signed about 10 pages and said he will send me copies of it. I have not received any copies as of today. After several weeks went by I inquired whether Rehab Medical had received any information from my insurance which is ****************** Blue Shield. Also, I checked with Anthem and they told me that they had approved my request for a power wheelchair. I have contacted ** and I have been hung up on or they place me on hold just to hang up on me. They told me that they can not contact ****** who had me to signed insurance papers. When I finally spoke to someone they to me that they were waiting for approval to be uploaded into the system. It has been several weeks and I am still waiting to hear from someone from Rehab Medical. I have emailed, called ,and tried contacting them through their app and still have not heard anything from them. I have never been rude and ugly to any of their representatives and I do not know why I have been treated so ugly by Rehab Medical.

  

  Business response

  08/25/2022

  Thanks for bringing this complaint to our attention. I have left a voice mail for this customer to give a sales update. I am awaiting a call back. The sales rep will also be contacting this customer with an update. We are working on expediting this order.  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. ↩