ComplaintsforRehab Medical, Inc.

• 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. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sometime in Feb. or March I recieved a ******************* wheelchair from Rehab Medical through ********* My first problems were adressed in a timely fashion but the current problem has not. The legs/feet will not raise up and the steering does not work right due to the design of the chair. This is the second time I've had this issue. The first time a technician came out ordered a part and it was fixed but then the same problem arose a short time later. A technician came out and said she would order the part needed. I waited but heard nothing back in several weeks so I attempted to call and find out what the delay was. I have made multiple calls and left several messages. When someone does answer I am only told that someone will return my call but no one does. As it is I cannot use the chair. I have MS and can no longer walk or stand. Without a power wheelchair I would be bound to my bed. It is unconscionable that anyone would leave someone in such a position. Fortunately I kept the powerchair I was replacing but I do not know how much longer it will last. I worry it will quit on me as it did before. That is why I needed to replace it and why I need the "new" powerchair fixed in a timely manner. It has been around three weeks since the technician was out. I understand they could be having trouble getting the part in but that is no excuse not to return my calls and let me know if/what the problem is. Also the chair is poorly designed. The legs cannot be lowered all the way down or the front wheels hit the feet and cannot be steered. I was told not to lower the legs all the way down. Without them down, I cannot get in the chair and I cannot see down past my legs to know if they are all the way down or not.

  

  Business response

  08/16/2022

  Thanks for bringing this customer's complaint to our attention.  This customer has been contacted and advised that we have ordered parts to resolve his issues. He will be updated on tracking. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer response

  08/23/2022

  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. 
  
  However it remains to be seen and as many problems as I've had with this one powerchair I feel a replacement would be a more suitable solution.  This will be the second time this part has been replaced 

  Regards,

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

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My insurance paid for the wheelchair-the battery died and the technician came out and stated he had to order battery as he didn't have it on the truck he stated should take no longer than **** days- months later after NUMEROUS phone calls and a supposed authorization request to our insurance we were told that the battery is not covered and we can buy out of pocket ( ******+) ??? and if we buy out of pocket and have it installed it wont effect the warranty. Well I find that hard to believe I am a Diabetic 1 and have severe neuropathy on both feet- i HAVE to be in a wheelchair i have been stuck on the couch this entire time I have never ever encounter a more unprofessional company that has literally held me hostage on the couch for replacing a battery - this should be consider a ADA ********* quite frankly as I'm at their mercy because I'm disabled.

  

  Business response

  07/29/2022

  Thanks for bringing this complaint to our attention.  I have spoken with this customer and he is aware that we have a ticket in process to resolve all issues with his equipment. We are currently checking for a compatible loaner and will keep the customer updated. The customer was happy for the call and the resolution steps that are in place. At Rehab Medical we are committed to resolving all issues in a timely manner.

  Customer response

  08/03/2022

  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,

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

  As of today August 3rd i have spoken to two people yesterday. Also two people today. Three people have said .  That they would be calling with a appointment with a tech to check out my chair.  I have not received a call at the time of this email.  If i do happen to hear back from ANYONE i will let you know. 

   

                                Thank you,  *****************

  Customer response

  09/13/2022

  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 problem is not fixed. It is not the batteries they are telling me it is a power module.  It has been three months on the 10^th. I dont know whats going on but would love to hear back from someone with some good news. Dont want to wait till 2023.     

                                                   Thanks,  *****************

   

  
  
  

  
  

  

  Business response

  10/07/2022

  Thanks for bringing this complaint to our attention. Customer has been updated that his parts have been ordered and we will install immediately once received. We will continue to update this customer on tracking. At ********************** we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The consumer sent her wheelchair back to the business to have the battery fixed.

  

  Business response

  07/26/2022

  Thanks for bringing this complaint to our attention. I have updated the customer that we are waiting for insurance approval and that we are currently expediting her order. She is aware that we will contact her once parts arrive to install to her satisfaction. At Rehab Medical we are committed to resolving all complaints in a timely manner. Thanks. 

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is *************************. I am filing this complaint for *******************************. She lives at *****************************************************. She is physically disabled. She cannot write or type. ******************************* purchased a wheel chair from Rehab Medical. She received the wheel chair in December of 2021. The new wheel chair had a broken wheel and broken brake. The seat cushion was the wrong size. The technician said the parts would be ordered. The technician left. We have called 7 or more times since then with no results. We are still waiting for the parts. Rehab Medical has never called with the status of the parts. PLEASE HELP US.

  

  Business response

  06/06/2022

  Thanks for bringing this complaint to our attention. I have spoken with this customer and he is aware that we are working on getting the warranty quote from the Manufacturer to resolve issues. We are also working on getting the correct sized cushion.  At Rehab Medical we are 100% committed to resolving all issues in a timely manner. Thanks. 

  Customer response

  06/07/2022

  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

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in the hospital and had polio and went to Rehab Medical for a possible wheelchair. They gave me one that I could not even move in my car. It was too heavy and would not fit. I never used the chair and have been asking them to come get it and they are giving me the run around. I was told a supervisor would call me within 48 hours and that never happened.

  

  Business response

  06/02/2022

   Thanks for bringing this customer's complaint to our attention. This customer has been contacted in reference to this complaint. Customer was given the opportunity to return the medical equipment with a refund within our return period. Customer stated that after speaking with her MD that she will keep her mobility solution  Customer called in several months after delivery stating that she has changed her mind. She has been advised that her medically necessary mobility solution is beyond the return period. At Rehab Medical our Mission is to improve the lives of our customers by providing quality mobility solutions. We will continue to work to ensure that  this customer is satisfied with her prescribed equipment. 

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