ComplaintsforDrive Medical

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a raised toilet seat with armrests. The product is faulty as the bolts used to tighten the seat to the toilet will not thread, therefore are impossible to tighten. The pharmacy will not refund me my money for sanitary reasons, even though this product is faulty and has never touched a toilet seat. I tried contacting Drivemedical.com but internet will not connect to this website, says it can't be found. I want my money back.

  Customer response

  11/02/2022

  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.  They have agreed to refund my money through the business where I purchased the product.  Thank you, BBB, for your prompt help with this matter.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received an obviously used and damaged wheelchair. Amazon refused to issue a return or refund and to me to contact Drive Medical (the seller) who also denied me. Now I am out of 160+ dollars with a wheelchair I cannot use. It was Received in a damaged box, dirty, scrapes on frame and wheels. I paid for a new wheelchair, but got someone else's filthy return.

  Business response

  10/11/2022

  Our Customer's satisfaction is of utmost importance to Drive DeVilbiss Healthcare. The product was purchased directly through an on line provider. We have worked with the consumer and the online provider to fully resolve this issue, therefore we respectfully request this complaint be removed from the Better Business Bureau.

  Thank you.

  Customer response

  10/12/2022

  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

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a medical device from them through a 3rd party. The device is defective. Cost me $1000. The 3rd party approved return. They are giving me a hard time about it. And demanding i call them. Well if you want ppl to call you, pick up the phone once in a while. I need this rerunr processed ASAP.

  Business response

  08/23/2022

  Our Customer's satisfaction is of utmost importance to Drive DeVilbiss Healthcare. The product was purchased directly through an on line provider. We have worked with the consumer and the online provider to fully resolve this issue, therefore we respectfully request this complaint be removed from the Better Business Bureau.

  Thank you.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact drive 1st hand and resolve an issue, but all they do is ask for the item number and never get back to **** need advice on how to adjust my mom's wheelchair. I attempted to adjust the height, as they made it for taller people.Unfortunately, changing the wheels didn't even resolve the original issue, as it only tilts back the rear wheels, and does nothing to help a shorter person get on the wheelchair as the front remains high.(A ridiculous design for handicapped people if you ask me.)So currently, it just sits in the garage with wheels that are locked on. 1 is at the original setting, the other is at the lower location. And thus cannot be used.I have no clue why they made it so that the wheel would come off easily the 1st time, but not the second time.The main issue here is they are not helping me get this back together properly. I have been asking since December.This is unacceptable.Luckily she was given 2 when she left physical therapy.I need to know how to get the wheels off. And I need to know if there are any front (smaller) wheels that it can be changed to so the height will be lower.

  Customer response

  08/26/2022

  At this time, I have been contacted directly by Drive Medical regarding complaint ID ********, however my complaint has NOT been resolved because:

   

   I didn't know they contacted me, my phone never rang from them. However, there was a voicemail from them. Which means that they called at some obscure time when my phone was off. They asked for info again, but said they could get it themselves, and I have not received any other calls.

   

   

   

  Business response

  09/09/2022

  Our customers satisfaction is of utmost importance to Drive Devilbiss Healthcare. Our support team has personally reached out to the consumer, and resolved this issue. We kindly request, that this negative review be removed from the Better Business Bureau.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To the Better Business Bureau Committee: I, *******************************, am disappointed in the Drive Products I bought from first ******* twice and once from Amazon. I had to return the ones from ******* back to them because they fell apart. The front left wheels of both Drive Medical Duet Dual Function Transport Chairs were bending after 3 days at an awkward and odd angle. It had to be lifted by holding the left end up pushing it with my body to move in the right way forward. It was returned and replaced with the same model which did the same thing. The second Drive Medical Duet Dual Function Transport was not replaced since it was a replacement, I was refunded. I next ordered the same type of Drive Medical Duet Dual Function Transport Chair Amazon thinking this chair from another other source would be fine. After several days, the front left wheel bent, and it too came a loose. I brought one from. I brought Amazon's Chair #3, Drive Medical Duel Dual Function Transport Chair, June 2021, it did the very same thing I had to bend over to guide the chairs by bending over it pushing it with my body and. When I took it The Chair to Fed Ex to return it to Amazon and it fell apart as I handed it to the lady at the counter. If ******, my homemaker, had not caught me I would have fallen and hurt myself bad or broken bones. I' m 74 yrs of age now and have been using a Drive Rollator, ****** before. I am afraid to use the Drive Duet Dual Function Chair and I wrote to *** ****** Size, the Chief Executive Officer, about my concerns for my and others health using their product. that *** cause someone's death. My letter was mailed and still haven't heard from him or anyone at the office. I kept my last Chair as evident. I wanted them to check their final products before these chairs purchased by person buying faulty products and being harmed by them. Please contact me. I have the products and pictures of the products I returned. Thank you for your concern. Cell ************/ Hm ************

  Customer response

  03/13/2022

  At this time, I have been contacted directly by Drive Medical regarding complaint ID ********, however my complaint has NOT been resolved because:

  [It has been sent to the claim - Drive department]

   I was hurt and disappointment. Not a replacement nor a thank you.

   

   

   

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

  Sincerely,

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

  Customer response

  04/26/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Drive Medical regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

  Business response

  06/10/2022

  To Whom It May Concern,

  We are currently in direct contact with this customer/reporter, and are continuing to communicate with her in an effort to understand this complaint and resolve any issues appropriately.

  Thank you.

  Customer response

  06/16/2022

  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:

  I found the scooter I need at ***********************     ************                                           It's the Merits Health S542   The Yoga Folding 4 Wheel Scooter           The color is Yellow 

  
  
  
  
  
   
  

• Initial Complaint

  12/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered the 20" seat, wheelchair with flat back arms/elevated leg rests for $127 including free shipping on ******- Dec. 5 and they said it would be delivered Dec. 7. On the evening of Dec. 7 ******s site had said not yet shipped and I would be notified. I emailed this company on Dec. 7 and on Dec. 8 at 11:30, a ******* * asked me for my name and order # which I sent to her 15 minutes later. (ORDER # ***-***************). I waited for 6 days and heard nothing back. On Dec. 14 I called and she told me her supervisor couldn't find my order- but she didn't inform me of anything for 6 days. I told her I would immediately copy the order from ****** and paste it to her in an email which I did- sent before noon and asked her to please give me an update before the end of the day- she never did. On Dec. 15 around noon I called customer service and ******* was not available but the lady took my name and # and said ******* would call by the end of day- but didn't. I called today- 3:30pm, explained all this to a new lady and was told it takes 3-4 days for a corporate response, hopefully hear by Mon. She said there is a large backorder for the wheelchairs. I went on ****** after this call; the exact same wheelchair is still showing for sale but the price now has jumped to $229, then $231 today and they claim that they have 19 in stock. I called back asking the same lady if there are 19 in stock why they haven't shipped mine out when ordered on the 5th and she claimed to not know what was going on with ******. I get the impression that they are hoping I would cancel my $127 order and/or pay over $100 more. ********* site has the same one for $235 (appears in stock), delivery by Dec. 29. I asked for a direct number from C-service to corporate to speak to a manager and told they didn't have one to provide me. I told ******* on Dec. 8, we had an event on the 15th-we were forced to pay for a rental. Holidays are coming and the wheelchair will dictate our planning.

  Business response

  12/17/2021

  Good afternoon,

  Drive Devilbiss acknowledges the complaint made by the consumer regarding delivery of the product Blue Streak 20", BLS20FBD-ELR manufactured by Drive Devilbiss Healthcare.

  Our customer experience, is our utmost priority. We have reached out to the consumer and fully resolved this issue. Drive Devilbiss respectfully requests this complaint be removed.

  Thank you.

  Customer response

  12/17/2021

  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:

  [Your Answer Here]

   At best it is partially resolved.  I was told the w-chair will not be available until mid-Jan  2022 yet as of at least yesterday ****** is still showing 19 are available and said if ordered at the new expensive price of $231 instead of the $127 it would arrive by Dec 21.  If these are not available then the parent company should  not be advertising that they are.  I asked why the price increased over $100 in just 11 days and there was not an explanation given.  I cannot get a real person to talk to at ****** either and I  their chat they continually just say the item will ship soon and arrive on time which was 12 days ago.  I will check in a few days to see if they are still allowing their third party affiliates to wrongly claim they have the w-chair in stock and it will arrive in Dec. *********** is correct they have resolved the issue when I can plan to get it.  But even if it comes in mid Jan that is still 40 days later than originally promised and again the false assertion that they have allowed ****** and their third party affiliate to advertise the chair for sale now with the terms mentioned above needs correcting.  Even if the ****** offer to purchase is taken off their website and the w-chair comes around Jan 15 I do think the public has a right to know about the way this transaction worked out and I dont wish for the complaint to be removed.  I am thankful for the customer service woman reaching out and only to the extent that I was given a mid Jan delivery estimate is this in any way resolved.

   

   

   

   

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

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  11/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a nitro ****** on 11/1/21 for over ****** . I received a box that had their return address and said it was a commode worth about *****. The package slip said it was a nitro ****** but that is not what came in the box. I have pictures to prove it. I have attempted reaching them multiple times. They said the item was received - it wasnt the correct item. They do not return my calls. Please help me as this was a VERY expensive commode!!!Their number as on the packing slip is ************. Their address is ********** *************************************************************************************************

  Business response

  11/18/2021

  Good Afternoon,

   

  Drive Devilbiss acknowledges the complaint received by the consumer regarding the ******, manufactured by Drive Devilbiss. 
  
  Our companys utmost concern is our customers satisfaction, regarding product and service. We have emailed and  called the consumer, and once we get a response we will fully resolve this issue.
  
  Drive Devilbiss respectfully requests this complaint be removed from the Better Business Bureau.

  Thank you very much.

  
  Best,

• Initial Complaint

  10/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A Drive Medical Transport Wheel Chair (sold by ****** Services) collapsed due to failure of a critical part that was made of plastic while the patient was being transported by a registered nurse and her assistant. The wheel chair was ordered on 7/7/2021 and shipped 7/8/2021. On 8/5/2021 it was used outdoors for the first time. Item was described as made from steel, but the seat attachment was plastic and failed in normal use. On 8/5 Drive was contacted by phone and agreed to perform a root cause analysis and replace the chair. Several communications via email and phone took place, and in my opinion Drive appeared more interested in their liability than correcting the problem. In the last communication I notified Drive that there did not appear to be a physical injury. After, the last communication Drive did not contact me again and did not pick up the wheel chair to investigate. The broken wheel chair is stored and available in my house.

  Customer response

  11/24/2021

  At this time, I have been contacted directly by Drive Medical regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   Representative promised to send a box to return the defective product.  However, several weeks later and the box has not arrived.  No discussion about warranty, replacement or refund.

   

   

   

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

  Sincerely,

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

  Business response

  12/06/2021

  Dear BBB,

  Drive ********* Healthcare acknowledges the complaint made by the consumer regarding the transport chair (item TR37E-SV Transport Chair) manufactured by Drive ********* Healthcare. Drive ********* Healthcares utmost concern is our customer satisfaction. We reached out to the consumer and fully resolved this issue favorably, therefore, we respectfully ask that the complaint be removed.

  Thank you,

  Business response

  01/11/2022

  Dear Better Business Bureau,

  We are currently in direct contact with this customer/reporter, and are continuing to communicate with him in an effort to understand his complaint and resolve any issues appropriately.

  Thank you very much!

  Customer response

  01/12/2022

  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:

  The response is incomplete.  I proposed the following for resolution: 1. The respondent make a donation to the *** foundation for $100, which is a little less than the chair cost me. 2. That the respondent send me a copy of the report filed with the appropriate federal agency - instead the respondent stated that the report is confidential. and, 3. That the respondent analyze and correct the condition.  The respondent has sent me a box to send the chair back to them.  However, due to the long duration of this resolution, I lost the defective pieces although I initiated the complaint with photos of them.  In addition, unpacking and placing the chair in the box will take me an inordinate amount of time.

  Regretfully, I can not close out this complaint at this time.

   

   

   

   

  
  
  
  
  
   
  

*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. ↩