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Business Profile

Medical Supplies

US MedRehab

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Supplies.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint type

  • Initial Complaint

    Date:08/22/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 4/11 I submitted and order for a medical chair for the price of $1,015.75.On 4/26 I sent an email to sales asking why the ************ still showed label has been created after 11 days.On 4/27 I called the sales team/customer services to get an answer. The sales *** said the tracking number was a mistake and its been under a completely different number and I was informed he item had already been shipped and returned to your warehouse (signed by a Christian. In addition the wrong tracking, my delivery instructions were not forwarded or remembered so *** didnt have the building access code.On 5/2 I still had not heard back or gotten an update so I emailed sales again, feeling the need to write a summary of my phone convo with the *** on 4/27 because nothing was being done. On 6/30 After leaving multiple voicemails in May and still never receiving a call or email back, I sent another email that included my frustration that there seemed to be no accountability and if this could not be correctly shipped I would like to be refunded immediately. On 7/1 *** ******** responded sorry for this, it ships from the manufacturer directly, they are shipping a new unit as soon as possible. We will update you with the shipping and tracking information as soon as it is available. I apologize for the confusion On 7/2 I emailed sales asking for the tracking info asap.On 7/12 -They had already started the return status to the warehouse at the end of day on 7/11. Instead of *** or anyone from sales sending me the *** tracking, even after promising to do so in addition to ignoring my reminder to send it.I hear from *** for the first time on 7/16 informing me I missed the delivery and its on it way back, I will also be charged a $215 restocking fee./

    Business Response

    Date: 11/25/2024

    We have refrained commenting because we truly do not want to speak against our customers but we want to make the situation clear.  This customer was sent an expensive piece of equipment 2 separate times.  A signature is required to take delivery of items that have significant cost.  He was made aware of this many times.  He even admits he ignored *** notes on his door.  The 2nd time it shipped it was mailed with expedited shipping direct from the manufacturer by the time they had sent us tracking for his item *** was trying to deliver it.  *** claims they called and left notes on his door.  He disputes this.  That is fine.  *** charged us for both package delivery attempts and large fees for sending the item back to the manufacturer.  We experienced a large loss in this dealing.  We refunded the customer everything except the shipping charge for the 2nd attempted delivery.  This was not acceptable to him even though he had been told this is what we would do if he did not sign for the package.  We have since refunded him in full and worked with him to reach an understanding.  We try to make quality equipment as affordable as possible.  We do not make very much of any product we sell.  We took a loss overall in this transaction and still worked with the customer to make it right.  We wish him nothing but the best.

US MedRehab is NOT a BBB Accredited Business.

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