Hospital Supplies
Drive MedicalThis business is NOT BBB Accredited.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased 5 over the bed tables and one was defective. I attempted to return the defective ONE table and requested a replacement. Was told to give them the serial number, then was asked for pictures. I have attached the email chain along with the pictures. We had a ***** inspection along with the end of the year inventory so it took me a couple of weeks to get to it. It was already packed up in the box ready to go back. I was not aware that they were not going to accept it back. we are only asking for replacement of the ONE defective table. I am not sure if it is important but I did buy this through a third party. The third party got us in touch and is also on the emails.Customer response
12/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***** *****
Initial Complaint
10/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The Drive medical splash guard shower bench I bought a year ago fell apart from corrosion of a critical structural fastener!Since the ONLY purpose of the shower bench is to be used in wet environments, its clearly a failure caused by using the wrong material and quality for the job.Had my home care aide not been there to catch me, I would likely have been severely injured!Business response
10/28/2024
Dear Better Business Bureau,
Our Customer Satisfaction is of utmost importance, and Drive Devilbiss Healthcare acknowledges this complaint, made by the consumer regarding the product, RTL12032KDR, Splash Defense Transfer Bench manufactured by Drive Medical, and purchased through a provider. We have reached out to the consumer via email and phone, and fully resolved this issue. Drive Devilbiss Healthcare respectfully requests that the complaint be removed from the Better Business Bureau.
Customer response
10/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***** ****
Initial Complaint
09/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Something seems awry here. I went to use this for the first time today. I received it in 2023. The orange instruction paper says 2011 which is 13 years old. The box says something about " battery charger history May of 2018." I am not in the industry but it seems obvious to me this has been around as a paper from ****************************************************** 2018 so thisnia an old item sent to me I am concerned with using this machine and requested that they expedite a replacement to me a month ago. No response. I am unsure what explanation would be suitable with a 2011 instruction/information sheet innthe medical industry with a 2018 last charge date of the battery. How do they know it worked in 2023? Could not upload attachment saya its too big.Business response
10/07/2024
Good day, Better Business Bureau,
Our Customer Satisfaction is of utmost importance, and Drive Devilbiss Healthcare acknowledges this complaint, made by the consumer regarding the product, DeVilbiss Traveler, product # ********, manufactured by Drive Devilbiss Healthcare, and purchased through a provider. We reached out to the consumer via email and phone, and fully resolved this issue. Drive Devilbiss Healthcare respectfully requests that the complaint be removed from the Better Business Bureau.
Thank you!
Customer response
10/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved . I would like to thank the business *** with whom l dealt and the BBB. She was nost gracious on behalf of thenproblem.with the business ans l.hope they can decipher what went wrong.
Sincerely,
****** ******
Initial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a Drive Medical Rollator, Aluminum Rollator, 7.5" Casters Item # R728BL, the height adjustment metal thread s**** over the past four years of meticulous care and very light use doesnt have a thread and fell out during transportation in the car. A durable part such as metal threaded s**** shouldnt have lost it thread after four years of little use. If it was lost during use it couldve lead to an accident or injury. Under drives limited warranty which they provided to me when I reached out This warranty does not cover device failure due to owner misuse or negligence, or normal wear and tear. The warranty does not extend to non-durable components, such as rubber accessories, casters, and grips, which are subject to normal wear and need periodic replacement. They should cover the replacement of a Metal Threaded S**** since it is a durable material. A non- durable material is defined as a product or material that is consumed in one use/ sitting or in the span of three years. Which that does not apply to a metal threaded s**** Drive medical refuses to provide me with a replacement: ****, metal thread s**** and curved washer , leaving my medical device unsafe and unusable, free of charge per the limited warranty that is agreed upon by both parties when purchased. They are saying it doesnt fall under the limited warranty but it does since non durable material doesnt apply to a metal threaded s**** that is a component of the upper frame itself. As well as it being a faulty product and they have no concern that I could have been seriously injured if this wouldve happen while I walking. The whole handle wouldve just fallen out they have no concern that its actually a faulty piece. Which it is because we all know its not normal. Drive is trying to say is normal wear and tear for metal threaded screwed to just lose there thread after 4 years. But both my handles wouldve fallen off or so would bolts on 4 year old tires as we drive them on the highways then.Customer response
08/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
**************************
Business response
08/15/2024
Our customer’s satisfaction is of utmost importance to Drive Devilbiss Healthcare.
Drive Devilbiss Healthcare acknowledges the complaint documented by the consumer regarding the rollator R728BL that is manufactured by Drive Devilbiss Healthcare.
Our support team has worked diligently to resolve this matter and came to a favorable resolution. We kindly request, that this negative review be removed from the Better Business Bureau.Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Drive Medical SSP118FA-SF Silver Sport 1 wheelchair. After a couple of months the frame started to bend which led to parts starting to malfunction. I fell out of it breaking bones. It arrived late leaving me stuck in bed.Business response
08/12/2024
Dear BBB,
Drive Devilbiss acknowledges the complaint made by the consumer regarding the SSP118FA-SF Silver Sport 1 wheelchair manufactured by Drive Devilbiss Healthcare.
Our customer satisfaction regarding product and service, is of utmost importance, and we sincerely apologize for any inconvenience. We reached out to the consumer via email and was advised that this was resolved with the provider that the unit was purchased from.
Drive Devilbiss Healthcare respectfully requests that this complaint be removed.Thank you!
Initial Complaint
07/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought this product and did not assemble it for about a month. Once I did, I realized the padding on the inner part of the camode was not protecting me from the board underneath,causing skin damage. I contacted seller and was told return was not an option. Drive medical did send me a new commode section of the chair, but it has the same design flaw as the original. I am far under the weight capacity of the chair and have never had a problem like this with any other shower chair I've used over the 30+ yrs I've been in a wheelchair. I would like a refund.Business response
07/16/2024
Dear BBB,
Our Customer Satisfaction is of utmost importance, and Drive Devilbiss Healthcare acknowledges this complaint, made by the consumer regarding the product, commode seat with opening,12005KDCS, manufactured by Drive Devilbiss Healthcare, and purchased through an online provider. We have reached out to the consumer, and fully resolved this issue.Drive Devilbiss Healthcare respectfully requests that the complaint be removed from the Better Business Bureau.
Thank you!
Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On May 2023, I purchased a Drive Medical SSP118FA-SF Silver Sport 1 wheelchair. This morning, one of the plastic seat rail guides broke while i was pushing my wife in it. She thought it was going to collapse under her - fortunately it did not. The wheelchair came with a small brochure from Drive that indicates "Your Drive branded product is warrantied to be free of defects in materials and workmanship for 3 years from the date of purchase for the original consumer purchaser."The warranty goes on to explain it does not cover normal wear and tear and does not extend to non-durable components , such as rubber accessories, casters, and grips. When i contacted Drive customer support, I was told that there is only a 60 day warranty on parts other than the metal frame, and that the 3 year warranty is specifically for the frame. (Nowhere does the warranty indicate that it only applies to the metal frame. ) The support person then sent a list of parts websites where I could order parts directly. The assertion that the broken plastic guide is a non-durable component is ridiculous. It should last more than 1 year of normal use. (Does that mean that the other 3 plastic guides on the chair are about to unexpectedly break as well?)Business response
06/25/2024
Good day BBB,
Your satisfaction with our product is of utmost importance, and we sincerely apologize for any inconvenience.
Drive Devilbiss acknowledges the complaint made by the consumer concerning Warranty Issues.
Our support team has made numerous attempts via email and phone to favorable resolve this issue.
Please reach out to ******************************************,for assistance.Thank you!
Customer response
06/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*********************
Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a ****** in august and by December 2023 the seat started to dig into the frame and a wheel not touching the ground. the frame is life time warranty. And they made me pay 160$ for a frame part they said was bent and that was the cause So the pharmacy replace the frame part at 160$ cost and that made things worse the fame is still rubbing on the seat and now I've got wheels not touching the ground bad now. And wheel flutter something is bent. Drive is refusing to call back or deal with the priblem the ****** is an hd. Bariatric model. So they claim but is seems to have bent im only 300lbs. And they claim it holds 450lbs and me and the pharmacy find this to not be the reality. I need this device for mobility Ive never seen a ****** fall apart like this ever and something satisfactory needs to be done. Drive is ignoring my provider. And will not homor this warranty a life time frame warrenty is just that life time They seem to make up rules saying the ***** is a wearable item i belive parts have bent and i may get injured by this defective productBusiness response
04/30/2024
Customer satisfaction is of utmost importance to Drive DeVilbiss Healthcare. Drive Devilbiss is the manufacturer of this product, 10266HD-BK - Nitro HD Rollator. This product was purchased and sold directly through a provider. Our support team has contacted the consumer, and fully resolved this issue favorably. We respectfully request this complaint be removed from the Better Business Bureau.Customer response
04/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*********************
Initial Complaint
04/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a Nitro Duet Transport Chair Rollator (Item #RLT10266DT) because I was going on a trip with members of my family. I am able to walk but tire out and they would push me. I always walked when the walkway was uneven and would ride only when it was smooth. On our second day, having rode in the Rollator less that 900 yards on what seemed to be a smooth sidewalk, there was one uneven spot which my son tells me was only one half inch bump, the right front wheel bent so that the chair was unusable. We were able to straighten it enough so the wheel worked but I had to rent a wheel chair for the balance of the trip. The chair is very rugged everywhere else but the front wheels need to be supported on both sides. Otherwise, the chair is only useable indoors. I believe it was sold under false assurance that it was strong enough to be used outdoors.Customer response
04/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchase a Drive Medical Bellavita tub lift for my mother.The tub lift periodically just stops working. Twice now, Drive Medical has replaced the charger when it stopped charging. Once again it is no longer charging. In addition , sometimes the charge on the lift has run out of power while the chair is down at the bottom of the tub meaning my mother has to crawl out of the tub. When we purchased the tub lift the website assured us that this would never happen. My mother will be 94 years old next month. There is a serious safety risk here. Plus, I dont want to keep contacting them to replace it the charger when it stops working.We want to return the tub lift and get our money back. Photos showing the model and serial numbers are attachedBusiness response
04/29/2024
Dear BBB,
We are currently in direct contact with this customer/reporter and are continuing to communicate with him in an effort to understand this complaint and resolve any issues appropriately and favorably.
Thank you!Customer response
05/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:It is true, as the business says, that they have contacted me . But the issue is not resolved .
I have contacted the vendor where we purchased the tub lift . They are going to send me proof of purchase.
the business has agreed to wait until I receive that documentation. The solution to this issue is to return the tublift and for the business to refund my money, which they have said they will do. Until this happens, the issue is not resolved.
Ultimately, the solution is for them to design a product that works 100% of the time and doesnt present a safety risk to consumers.
*********************
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Customer Complaints Summary
29 total complaints in the last 3 years.
15 complaints closed in the last 12 months.
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