ComplaintsforDrive Medical

Hospital Supplies

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Initial Complaint
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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 product
Business 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
The complainant verified the issue was resolved to their satisfaction.
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
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.
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 attached
Business 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.
*********************
Initial Complaint
04/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We have two big wheelchairs and we got them through the company and they are very lose. Where someone can fall out . We bought them at ********* on ********** and ************* in **** ******* *****. The wheelchairs look like someone took them apart. We spent $800.00 dollars. We lost the receipt. We are recovering from covid. We are a disabled couple. We are on oxygen and we are on social security. Resolution, we want our money back and no more wheelchairs because we have people that steal stuff. We don't trust people in the complex. Thank you.
Business response
04/29/2024
Your satisfaction with our product is of utmost importance,and we sincerely apologize for any inconvenience. Our support team has made several attempts to reach out to the consumer to fully resolve this issue.Please email *****************************************************************
Initial Complaint
10/20/2023
Complaint Type:
Service or Repair Issues
Status:
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.
We called the company and they didn't want to help I bought it from ******* and it looks like the company drive makes cheap wheelchairs because of plastic forks in the front of the wheelchair thank you *******
Business response
10/27/2023
Dear BBB,
Our Customer Satisfaction is of utmost importance, and Drive Devilbiss Healthcare acknowledges this complaint, made by the consumer regarding the product, Blue Streak Wheelchair, manufactured by Drive Devilbiss Healthcare, and purchased by the consumer through an online provider. Drive Devilbiss Healthcare personally contacted the consumer, and has favorably resolved this issue, therefore, we respectfully request, that this complaint be removed from the Better Business Bureau.
Thank you.
Best regards,
Initial Complaint
01/26/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The warranty specifically states:Your Drive brand product is warranted to be free of defects in materials and workmanship for the lifetime of the original consumer purchaser. This device was built to exacting standards and carefully inspected prior to shipment. This **************** Warranty is an expression of our confidence in the materials and workmanship of our products and our assurance to the consumer of years of dependable service. 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 *******************, casters, and grips, which are subject to normal wear and need periodic replacement.Is the foot plate is considered a "non durable" item? If that's the case then half the wheelchair is not covered under this warranty.Again I have used this chair for about 5 months (purchased almost 19 months ago) and already the foot plate is cracked rendering it useless. I have sent pictures to the support department showing the issue and am told the warranty on this part is only 60 days. yet the wheelchair ceases to function if one's legs /feet are not supported.I recognized there is a weight capacity (300lbs) for wheelchairs and that has not been reached by a longshot so that is a null point. It has not been used more than twice per day (to and from the local pool parking lot for aquatic exercise).To suggest such an integral part of the function of the wheelchair is not covered under a warranty that states "confidence in product" is absurd..I want the Cruiser X4 footplate replaced under the warranty.
Business response
01/26/2023
Good day Better Business Bureau,
Our Customer Satisfaction is of utmost importance, and Drive Devilbiss Healthcare acknowledges this complaint, made by the consumer. 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
01/28/2023
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
12/23/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was provided a Drive ****** when discharged from the Hospital on 12/16/2022. When I got it home and folded it open I noted the the release button was cracked. This was a brand new ****** with the sticker attached. I have called and written regarding the Lifetime Warranty trying to get it repaired or replaced. I have been given the phone numbers to several companies that supposedly deal with this but none of them will fix or repair it because it didn't come from them. No one seems to want to honor the warranty. What good is it if there is no one to honor it.
Business response
12/27/2022
Dear BBB,
Drive Devilbiss acknowledges the complaint documented by the consumer. Our companys utmost concern is our customers satisfaction, regarding product and service. We have contacted the consumer, and fully resolved this issue.
Drive Devilbiss respectfully requests the Better Business Bureau to remove this negative review.

Customer response
12/27/2022
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
12/18/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
has lifetime warranty and they do not want to replace it
Business response
12/19/2022
Good day,
Our companys utmost concern is our customers satisfaction, regarding product and service. We have contacted the consumer, and fully resolved this issue.

Drive Devilbiss respectfully requests this complaint be removed from the Better Business Bureau.
Customer response
12/19/2022
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
11/21/2022
Complaint Type:
Product Issues
Status:
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.
On 8/10/22, I fractured my ankle. On 8/17/2022, the doctor told me not to put any weight on that leg, and not to stand in the shower. On 8/17/22, I ordered "AquaSense Adjustable Non-Slip ************* Stool for Inside Shower, ***** x **** x ***** Inch, White, (*******)" from ********** seller AquaSense. I paid $30.12. I used the stool successfully a few times. While using the stool normally, I noticed that the legs were severely bent. I immediately left the stool and did not continue using it, for fear of re-injury. Product paperwork says "This AquaSense product is guaranteed to be free from defects in materials and workmanship for the lifetime of the original user. This warranty does not extend to non-durable components which are subject to normal wear and replacement. Any alterations, abuse, misuse, or accidental damage voids this warranty. Rental of this product voids warranty." ******'s return window had closed, since the bent legs happened after a few uses. ********** sent me to "****************************" which displays **************** email address ******************************************** and phone number "**************". On 10/21/22, I contacted the **************** email address to request a refund. They told me to contact the provider. On 10/26/22, I tried again by email. Similar response. On 11/18/22, I called the **************** phone number twice. A machine answered and hung up without taking a message both times.
Business response
11/23/2022
Our Customer's satisfaction is of utmost importance to Drive DeVilbiss Healthcare. The product (AquaSense Adjustable Non-Slip Bath & Shower Stool for Inside Shower, ***** x **** x ***** Inch, White, *******) was purchased directly through an on line provider. Drive Devilbiss has contacted the consumer, and the online provider, and fully resolved this issue. Drive Devilbiss respectfully requests that this complaint be removed from the Better Business Bureau.
Thank you.
Customer response
11/28/2022
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:

Although I did receive a refund, the company has not made any attempt to ensure the product will not fail for future customers, and the company has not attempted to make their lifetime warranty accessible to future customers who experience product failure after the 30 day window of the provider (such as ******) has closed.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

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