Complaintsfor1 800 Wheelchair.com

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a part for my chair, evolt sold by 1800-wheelchairs.com 6 months ago. They charged me for the part but have not sent it to me. They keep promising it will be just a few months more each time I call. In the meantime they have sold this model chair to other customers who have reviewed it online so they clearly still have this chair and the parts it is made from in stock!

  Business response

  04/27/2022

  HI 

  We will reach out to the customer to resolve the issue within 24 hours

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an item on February 11th and they immediately took my money Grand Total$93.08. Their website says ground shipping 5-7 business days. Usually that means you will receive it in that period. It's been 10 days and it still has not shipped. This is a part for my fianc's wheelchair to fix the broken armrest. I have emailed, chatted 3 days in a row and called. The woman I called answered the question and hung up. She never said thank you for calling, allowed me to ask additional questions or anything.

  Business response

  02/23/2022

  HI 

  We are sorry for the inconvenience we will reach out to you to resolve the issue immediately 

   

• Initial Complaint

  02/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My father ordered a wheelchair for his usage once he was discharged from the hospital. Unfortunately, he passed away before being discharged. In this process of cleaning up his paperwork, we came across his wheelchair order. 1800wheelchair.org was the company that. my father had placed an order for a wheelchair. He was not notified of the delivery, the landlord and other tenants did not see any package from this company on December 15, 2021, as the company claimed it was delivered on that day. My father passed away in January of 2022 and we took over, to resolve this issue. 1800wheelchair.org filed a claim with federal express, who was the delivery company used in this. federal express denied the initial claim, saying that the wheelchair was delivered on December 15, 2021 at 12:32 pm. There are two doors to the apartment, one is on the outside, which faces an alley, across from a public parking lot in downtown ******. There is a foyer inside that first door, where mail is left. there is a second door as well, entering the apartment complex. I've tried numerous times to contact this wheelchair company and they said to refer to 'fed ex. they filed another claim and fed ex said that it has been sent to escalation status in the claim department. I was told to expect their call yesterday. None came. called, and was told to call today as claim **** was open from 9 to 5. found out it was closed on Saturdays. they are now referring me to the wheelchair company, to file a claim. this has been a maddening experience, with neither taking responsibility. this is not good business practice. And, no one can find a wheelchair that my father paid $649.00 for. Fed ex tracking number ************, fed ex case number c-********. please help us get to the bottom of this. they are being uncooperative. referring us to people who cannot help us.

  Business response

  02/14/2022

  We will reach out to the customer today and see what we can do to help 

  Customer response

  02/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they told me that they are looking into this.  Hopefully, a satisfactory resolution will take place as a result.  Thank you.
  
  Sincerely,
  ****** ****
  
  
  
   
  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a defective wheelchair. They said they would fix it but failed to provide further instructions. It's been a few days and no one from 1800wheelchair has offered any plans on how they are going to fix the wheelchair.I purchased the wheelchair about a month ago and received the wheelchair less than a month ago. The power wheelchair joystick doesn't work. It randomly stops working and sometimes starts moving randomly. My grandmother no longer has ANY mobility around the house and I need this fixed ASAP. I want them to send a technician to my house to fix the wheelchair. Alternatively, I can take it to a nearby wheelchair shop so they can fix it. whatever they charge me, I want to be reimbursed.

  Business response

  11/29/2021

  Will reach out to the customer within 24 hour

  Customer response

  11/30/2021

  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:

  I am waiting for a full refund. The business has informed me that ***** will be picking up the defective wheel chair and the extra battery. Upon receipt, they will issue a full refund of $2,440.00. Based on my previous interactions with them, I would like to keep this case open until I receive the full refund so that I do not have to file another complaint.

  Photographs and videos of the defective wheelchair have been submitted to the business. 

   

   

   

   

   

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

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

  Customer response

  12/08/2021

  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]

   This is not acceptable. I've sent videos and pictures of the wheelchair malfunctioning. I sent a video of the wheelchair turning off, not turning on and then moving to the left or right when put to move forward.

   

  To say that they aren't going to issue a full refund if it wasn't "used" is actually ridiculous. My grandmother literally almost injured herself due to the malfunction of the wheelchair. 

   

  I was told, and have in writing, that I will get a full refund upon them receiving the wheel chair. DEFECTIVE wheelchair. 

   

   

   

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

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

  Customer response

  12/10/2021

  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

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a wheelchair on 4/29/2021 and it took an extended amount of time to receive. We did not receive this wheelchair until approximately 6/13/2021. Recently the battery charger went bad and has not worked leaving me stranded in bed and unable to make my *********************** We called on 11/7 for a new battery charger and was told we would get a call back within 24 hours. We also got told we would get a call back on 11/8, 11/9, 11/10 and now on 11/11 after we kept making follow up calls every day since we did not get a call back. Now am going on day 6 stranded in bed and missing appointments following a hospital visit because the company will not ship me a battery charger that is under warranty. I just need a new battery charger so I can continue to live my life.

  Business response

  11/15/2021

  We will contact the customer within 24 hours

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a featherweight power chair from 1800wheelchair.com on the date of 6-16-21 order #********* in the amount of $2,533.00 . I also ordered accessories to go with the wheel chair. I ordered a dual chamber gel waterproof cushion and an extra battery to go with the power chair. The power chair arrived with the dual chamber waterproof cushion and was missing the extra battery. The box was very damaged that the power chair arrived in. After opening and inspecting the wheel chair I noticed some tears on the handle bars. They were able to replace the handle bar parts but I never received the extra battery I ordered. It was about a month waiting on the handle bars to come in. I retested the wheelchair and noticed the power was not coming on. I called and was told a technician would call. I spoke with ***************************** the tech and he said the battery was most likely damaged in the delivery process along with the handle bars and would be replaced for me. It is now 10-28-2021 and I never received my extra battery or the replacement battery that was defective. This purchase was for my mother who is slowly losing her independence to *********** disease. I just want her to be able to have some of her life back. I am now stuck with a $2500.00 chair I can not deliver to my mother. Without a battery the chair is useless. I would like my replacement battery and the extra battery i originally ordered. This issue has not been resolved. I just can't believe a company would treat disabled people like this. I would have already bought another battery if someone else sold them besides 1800wheelchair. They seem to be the only ones with access to the battery I need. I just don't know what to do at this point. I just want my mother to be taken care of. I want to bring her the power chair and see the smile on her face. I want her to have her independence back. Please do the right thing and give me what i payed for.

  Business response

  11/01/2021

  we will reach out to the cutomer today

   

  Customer response

  11/10/2021

  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:

   The business never reached out to me. I am still without a battery for my power chair. I am now going to have to go about this another way. **** wheelchair is a fraudulent company. Do not do business with them.
  

   

   

   

   

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

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

  Customer response

  11/15/2021

  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:

  [The company never contacted me. I am owed an extra battery that I paid for when I purchased the wheelchair. This has caused my mother with *********** disease much pain and suffering. I am now looking into finding another wheelchair from a different company. The $2500.00 dollar wheelchair I purchased from 1800wheelchair is useless without a battery. I thought I was buying the best chair on the market because that is what I wanted my mother to have in the end of her life. That is what she deserves! I also thought some of the most compassionate people would be those selling supplies to the disabled because they understand how hard it is to function in life with a disability. Well sadly that is not the case with 1800wheelchair. They could care less if my mother lays in the bed for the rest of her life. I expect nothing to come of this as most complaints are not resolved with this company. I will be taking care of this soon. ]

   

   

   

   

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

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

  Business response

  08/29/2022

  We spoke to the customer and we resolved this issue 

  Customer response

  08/30/2022

  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:

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  10/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On October 8, 2021, I ordered an Invacare comfort-mate extra cushion wheelchair cushion from this company. I immediately received an email with an order confirmation number. The order number is *********. Within 15 minutes I checked to see if the payment of $154.73 had been removed from my bank. The company had already drawn their payment. On October 13, 2021, I called the company to check the status of this order since I had not received any communication from them about shipping. I did not receive any direct information as to the status of the order. On October 18, 2021, I once again called the company to check on the status of the order. Once again I could not obtain any direct information about the status of the order. I stated to the operator that if the item could not be shipped the next day, October 19, 2021, to cancel the order and return the payment of $154.73 to my bank account. On October 19, 2021, I received an email that said the order had been cancelled and the payment of $154.73 should be refunded to my account in 3 to 5 days. On October 25, 2021, I called to inquire about the refund. I received more "run around" from the company as to where my money was. On October 26, 2021, I called again as to inquire where the refund was. Still no answer as to when it will be refunded. Today, October 27, 2021, I called once again. I was told that the refund was processed, and that the funds should appear back in my account in 3 to 5 days. On day 8 of waiting for the refund, I have been told to wait more. These financial practices are inadequate and unethical for a company doing business. I shall no longer do business with this company.

  Business response

  10/28/2021

  We will reach out to the customer today

  Customer response

  11/08/2021

  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

  10/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #*********. I placed an order for **** wheel chair and got a RED wheel chair. I also never got the extra battery I ordered, nor did I ever get written notification as to where my extra battery is. My credit card was charged in full. I sent an email requesting a solution in writing but the business failed to respond.I am really upset. I paid about $2,440.00 for this wheel chair AND extra batteries and **** Wheelchair failed to deliver. The fact that they never responded to me is really upsetting as well. The wheel chair I purchased also does not work as the batter does not charge. I inquired about this and have not received any response.

  Business response

  10/27/2021

  We will contact you within 24 hours

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed 2 orders of N95 masks from 1800WheelChairs (order # ********** *********) on 04/20/20 for us and my mother for $200 each ($400 in total). On 02/09/21, came across a NYTimes article on fake masks (real N95 masks do not have ear loops), which led me to believe the masks I purchased were fake, and emailed the seller that day to follow up. On 02/11/21, seller responded confirming the masks they sold me were fake and the seller pulled from their site when they discovered it around 4/17/20. However, the seller never notified me and instead said it was on me to check for CDC updates. Seller offered $30 refund for each order. We declined their offer and demanded a full refund for both orders. We still cannot believe that the seller, upon discovering they sold fake N95 masks during the pandemic, did NOT notify us (and I'm assuming they also did not notify any other customers). Then, seller refused to take responsibility and put it on us to discover that masks were fake. Unacceptable!

  Business response

  10/12/2021

  we sent the real once

   

  Customer response

  10/13/2021

  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:

  1800WheelChair.com did NOT send us real N95 masks. As part of my original complaint, I included pictures of the masks, which had ear loops. Real N95 masks do NOT have ear loops. Instead, real N95 masks come with longer straps that wrap around the head. Also, in our email communication (which I also included as part of my complaint), they admitted to pulling the masks they sold us off the shelf when they discovered those masks were fake. To facilitate your review, I've re-attached a picture of the fake N95 masks they sold us (constructed with ear loops) and also the email communication where they admitted that the masks they sold us were fake. 

   

   

   

   

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

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

  Customer response

  10/20/2021

  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:

  Happy to contact the business. Please provide the best contact person and contact number and email. Thanks much!

   

   

   

   

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

  
  Sincerely,
  ******** ***  
  

  Business response

  10/26/2021

  We already resolved and answered this issue

• Initial Complaint

  09/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a featherweight wheelchair from 1800wheelchair.com on 8/15/2021, order number ********* and my credit card was charged $727. I was provide a FedEx tracking number ************ on 8/17/21. According to FedEx when tracking with the number, no shipment was ever made. I called about 3 weeks later, and I was told that the wheelchair was shipping from their California warehouse on the same day. Nothing arrived. I called again on 9/14/21 at 12:08 pm and I was told by the representative that she would find out what happened and then send me an email. The only email that I received was one asking me if I wanted to add to my purchase. I do not trust them to resolve this issue at this point and I would like help from the BBB in obtaining a refund. ***** ******* **

  Business response

  09/20/2021

  We will reach out and resolve it today

  Customer response

  09/23/2021

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

*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. ↩