ComplaintsforQueen City Med Mart, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought mobility scooter 6/24 online. When I received it, I had someone put it together. The scooter is heavy even tho the salesman said it was light as I had requested. When I tried to ride the scooter in my house it doesn’t go over the thresholds between the rooms. I called the store to return it & purchase a lighter one. Since this one is defective I didn’t think it would be a problem, but I am a senior, & I have a defective scooter & a bill for $656.00. I need help. Please help me to return this scooter; the store will not let me return it & I will refuse to pay for it. ***** **** * ******* ** ***** ** ###-###-####

  

  Business response

  06/24/2024

  This item was purchased online where the specifications are accurately listed.  This item was delivered on 6/4, a return for request was not received until 6/17.  Per policy return requests must be received within 7 days. The specifications of this unit can be found: ****************

  our return policy can be found: ****************

   

  We are not able to make an exception for the return on this order. 

  Thank you. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a premium air pressure ulcer mattress on 2 /24/24. I paid $3913.99 for the mattress. The order number is **********. The serial number is **************. The bolsters failed to inflate on April 16th and I have been trying to get someone to fix the problem. They sent me a u tube program which I followed and this did not fix The problem. They are refusing to help in any way. I now want a refund of my Money since the mattress is useless as is. The patient has been without the bed For over 2 months with no solution in sight. Please help. ****** *******

  

  Business response

  05/31/2024

  Thank you for your feedback and we sincerely apologize for this inconvenience.  We have been in touch with the manufacturer and have a plan in place.  Our repairs team will be in touch with you today or Monday so we can discuss resolution. 

   

  Thank you. 

  Customer response

  05/31/2024

  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. 
  
  Regards,
  
  ****** *******
  

  Customer response

  06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *******
  

  Customer response

  06/13/2024

  The mattress was sent with no motor. It is an inflatable mattress that needs the motor to inflate it. The mattress that they sent is useless without the motor that goes with it to inflate it.

  

  Business response

  06/19/2024

  Thank you for your feedback, we understand the importance of the products we sell.  The repairs department has been in touch and a new mattress shipped last week.  Please ensure the original mattress is returned to the manufacturer for quality assurance.  Please let us know if there is anything else you need at this time. 

   

  Thank you. 

  Customer response

  06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is for my elderly friend who is an invalid/amputee. Her name is ***** ****. She lives at *** ****** *** *********** **** *****. She purchased a Hydraulic lift from Medmart the end of April. They allow 7 days to return an item you can't use, and it must be in all of the original packaging. Because she can't do anything for herself she is dependent on others. The lift wouldn't fit into her small bathroom. She financed the $900. She didn't feel she had any recourse, due to the return policy. I called twice within the first 15 days of purchase, but was told no refund. I sent an email requesting an exception to be made. The 7 day return policy is a pretty small window. Medmart sells medical supplies which means the people purchasing from them have medical/health problems, so life is going to be a little hectic. I offered to completely package the lift and ship it back, but they said it has to be in the original packaging, and that it would have had to be returned within their 7 day window.

  

  Business response

  05/28/2024

  I understand your frustration, but an exception cannot be made in this situation. This order was made organically meaning the customer did not speak with a sales rep on our team. The terms and conditions and return policy must be acknowledged prior to check out.  According to our records the item selected was very similar to one this customer purchased 7 years ago. Is there a reason the new one will not work with her home set up? 

   

  Thank you. 

  Customer response

  06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** *****

   

  You stated she purchased this item or similar item 7 years ago. There’s not accurate information.

  Our  position is the same. 7!days is a very small window for a handicapped person who depends on othered for everything.

  I am willing to package it, deliver to the location you request. Even a  reduce rate refund would be wonderful.

  

  Business response

  06/10/2024

  I understand your dissatisfaction with the return policy, however it is the policy and all customers must acknowledged this policy prior to checkout on the website. We are transparent with this policy in hopes to avoid situations like this.  Unfortunately, there is nothing I can do to allow this return. 

   

  Thank you. 

  Customer response

  06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** *****
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Seeking clarification as to whether a lengthening kit was part of the purchase order for the ******* electric homecare bed delivered to us, ******* confirms the inclusion, but Terina at Med Mart denies it. The cost is $350 for one after paying $4105.95 for the bed. Also, Med Mart had issues securing the bed from the manufacturer (ordered 2/20/2023 and delivered 7/11/2023), with many promised delivery dates in between. However, according to *******, the bed was ordered 12/19/2022 and sent on 12/20 2022. Did we receive a used bed.? BED INFO: ******** HI-LOW HOMECARE BED MODEL ***  DEM: ********** SERIAL # *********** IEC: STD ****** IFC: ************ ******* (###-###-####)

  

  Business response

  05/29/2024

  Good afternoon, 
  Thank you for your feedback. I attempted to call, but was not able to leave a message due to the mailbox being full. The lengthening kit for this particular bed does not come standard with these beds. I will try to reach you so we can get this resolved. 

   

  Thank you.

  Customer response

  06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* * ****** *******

  ******* purchase order states the standard issue for serial # ***********.  While the serial number matches for both businesses, the purchase order given by Med Mart does not match *******. Queen City also related in May, 2023 

  that a call to ****** confirmed that delivery was delayed due to a backlog, and that shipment would occur in June.  The bed was shipped December 20, 2022. I am requesting that the BBB contact ******* ###-###-####, regarding

  purchase by ******* *******, serial # ***********.  ***** and ***** were in Purchase at the time. 

  Thank you, ******* and ****** *******

  

  Business response

  06/07/2024

  The BBB is welcome to contact ****** if they would like, however we are not disputing the the timeline of events on the order.  We do carry stock in our 3 retail stores.  I have made multiple attempts to get in touch with you to resolve this dispute.  It is my understanding your initial concern is that you need a bed extender and you were under the impression that is a standard item that comes with the bed package, which it is not. It is sold separately.  If you would be so kind to respond to my email or calls, we can get this resolved promptly.

   

  Thank you. 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My mother who is wheelchair bound was hospitalized in January due to dialysis related weakness. Before she was released the doctor recommended we rent or purchase a hoyer lift. She needed help to get in and out of bed until physical therapy could help her restore her strength. We ordered a lift from Med Mart on Jan 16, 2024 with the understanding that it would ship in 2-5 days as listed on their website. I received an e mail stating it had shipped on the 18th. On January 23 the lift had not arrived and my mom was being released from the hospital with no way in or out of bed. We were able to use a lift from one our caregivers' clients and I cancelled the MedMart order, being that it hadn't left the warehouse as of the 23rd. I was told it was too late and that the order was shipped when the *** ** tracking system said it hadn't. The representative told me I should just donate the item. The cost was $1898.10! We had signed up for a payment plan but told them we had cancelled the order. I thought it was over but received a call in March from the technician wanting to deliver the lift. We refused the order saying we cancelled almost 2 months prior. On March 14 then we received an e mail adjusting what we owe to $777.95 for restocking fee. My mother and I are now being harassed by the payment company who calls 5 or more times a day and sends letters and e mails demanding payment. It seems like this company is taking advantage of elderly and disabled people. We do not want to pay hundreds of dollars from my moms retirement for an item that was cancelled before it left the warehouse. We would also like MedMart to stop the constant daily phone calls. Thank you for your help with this matter.

  

  Business response

  05/01/2024

  Thank you for your feedback and the opportunity to look into your order. Your order was received on 1/16, the lift shipped as promised on 1/18 (see attachment). Since you added on white glove delivery, this adds on some time for delivery.  We were notified you wanted to cancel on 1/23, but by that time it was too late as it was already in transit and per policy fees apply. This was relayed to you via email (1/23/2024). This lift shipped with *** ********, so that is why ***** had no record of the shipment. The technician called you on 2/6 to schedule the delivery, as they alerted us on 2/7 that the customer was refusing the delivery. We processed refund with the financing third party less applicable fees (per policy).  The transaction is done/settled on our end.  The third party is calling to collect funds, not Medmart.

  Customer response

  05/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ****l
  

  Customer response

  05/04/2024

  Medmart responded that ***** was not their carrier and therefore the tracking was not accurate but they sent me a ***** tracking number. According to Medmarts own tracking which I attached, the label had been created when I cancelled the order but was awaiting pickup. Medmart then chose to ship the item a month later. We are not paying over 700 dollars for a cancelled order. 

  

  Business response

  05/08/2024

  I have attached email correspondence between customer service and customer in regards to shipping.  You can see the customer was satisfied by this information, the previous attachment was tracking information with R&L, not FedEx, but in the email correspondence you can see she was provided the carrier name and tracking number. 

   

  We are an online website, so all customers view the website prior to and while speaking to a representative.  The return policy is found under a tab on each item, please follow this link to see the specific item on this order.
  ****************
  Full return policy here:
  ****************
  White Glove info/policy here: (also see attachment with details provided on website)
  ****************

   

  Please let me know if there is anything else you need. 

   

  Thank you, 

  Maria 

  Customer response

  05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Medmart themselves sent me a tracking tab that also said the item was waiting for pickup the day after I cancelled the order (enclosed). Medmart then claims that this is the policy. The policy is to charge disabled senior citizens 770 dollars for cancelled medical equipment!? Regardless of the shipping information it seems like Medmart is taking advantage of the weak and is a company that cares about profit not people. It is morally wrong what they are doing. Shame on you Medmart!

  
  Regards,
  
  ***** ****l
  

  

  Business response

  05/23/2024

  We truly understand your frustration. We would like to discuss an outcome so we can avoid the continued back and forth.  Since the amount being disputed is actual money that Medmart had to pay for the return of this product, we rarely make exceptions. However, I am willing to work with you on this.  Would you be agreeable to meeting in the middle and we split the difference in the loss? That would mean you would be responsible for half the fees totaling $388.98.

   

  Thank you. 

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Put in a service request for a vivalift chair under warranty (*************) 1/17/24 it is now 4/7/24 and still waiting on parts and do not have a functional chair. Terrible customer support, another big company that sees customers just as a number. Had Techs already their and have inspected and tried to work on chair. If this company is selling medical equipment they should be more on top of getting warranty repair work done. If parts are back ordered then maybe they should replace the chair. 3 months for a chair that we need for my family members health that has issues to not be functioning properly is unacceptable. Countless emials sent to them, keep getting same generic response, waiting on manufacturer, or waiting on eta's. This chair is covered under Warranty! Needs to be fixed in an appropriate time frame, or just replace it! as you can see on top of screen shot from phone, email date, and 38 emails between us, and still nothing.

  

  Business response

  04/10/2024

  I understand your frustration on the length of time, unfortunately we had to have this chair evaluated and diagnosed, have parts sent (which were on a slight backorder), this all contributed to the length of time in repair.  I have confirmed the tech has the parts and will be reaching out to get this scheduled with you ASAP.  Thank you for your patience and we look forward to getting this resolved.

   

  Thank you. 

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  

  still have a chair that’s going on three months waiting for repairs since they will not replace it Laura from the office. Emailed me yesterday saying that the service company was trying to reach me to schedule service. I find this very hard to believe since they have my cell phone and I have not received any Calls or any messages have been left. Still have a medical chair which we need ASAP that’s non-functional.
  Regards,
  
  ****** *********
  

  

  Business response

  04/17/2024

  I am sincerely sorry for this inconvenience. I can assure you we are doing everything we can to get you connected with the technician.  I am not sure why they have not been able to reach you.  I see now that they have your number and you have their number so I am hopeful this will be resolved promptly. 

   

  Thank you.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unit delivered does not work and I can not use it if it did. Please see the page I uploaded.

  

  Business response

  03/28/2024

  Thank you for your feedback. This product was delivered as ordered with a white glove service. The delivery technicians are not able to accept returns once the product has been unboxed and service complete. There has been no mention of the battery not working in all of the correspondence, so I am not understanding why a new battery is being requested. If you would like to return this product shipping and restock fees would apply and be deducted from your refund. The white glove service, which was already complete would be non returnable. With this lift a free sling was sent and more than a 10% discount was offered at purchase.  Besides allowing the return with applicable fees, there is nothing else we can offer. 

   

  Thank you. 

  

  Business response

  04/15/2024

  If the battery of this unit is not functioning properly, we will certainly have a new one sent under warranty.  However, the return of this unit is still denied.  I will have customer service reach out to get this battery issue taken care of promptly. 

   

  Thank you. 

  Customer response

  04/18/2024

  Better Business Bureau:

  Thanks for at least making the product possibly a working piece of equipment.  However, since the $255 that I spent on the In Home Delivery voids the return policy because the delivering company does not know to hang on to the packaging or at least bring it to the customer, and the fact the unit is not usable to me, this is not acceptable.

  There should be some sort of a monetary refund to me since I will not be able to get full price on this unit if I can sell it at all.  Seriously, this is the best MedMart is able to do?  

  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  [BBB - Transcribed from original document. See file.] I ORDERED A MOBILITY SCOOTER FORM MED MART ABOUT JAN 20TH 2023 TO BE DELIVERED IN APRIL 23. IM A PARALYZED VETERAN! IT CAME ABOUT APRIL 11TH 23 ON A 18 WHEELER. THE SCOOTER WAS SECURED TO 2 PALLETS. I WAS TOLD THE DRIVER WILL TAKE OF TRUCK AN OFF PALLETS, AN DRIVER LEFT. I WAS P*****. IT TURNED OUT SCOOTER DID NOT WORK. THROTTLE IS NOT WORKING.

  

  Business response

  03/14/2024

  Thank you for your feedback.  Your order did not consist of 'white glove' delivery, so products are drop shipped to your residence.  We have covered multiple technician visits in efforts to get this unit repaired. As of 9/2023, we were under the assumption this unit was in working order.  If there are continued repairs needed, we will need more information and possibly a technician evaluation.  Medmart will not be financially responsible for further technician visits, please contact your local provider to set up repair or you may utilize the technician that was out last June.  Please let us know if we can be of further assistance. 

   

  Thank you, 

  Medmart Team

  

  Business response

  03/26/2024

  Kenneth, 

  This scooter was delivered in April of 2023-almost a year ago. Since then we have sent a replacement tire, batteries and throttle. In addition to having a service tech come out in June 2023 at our expense. Warranty covers parts, but not labor.  As previously mentioned, Medmart will not be covering any further repairs on this unit. While investigating this complaint, recorded calls and emails were reviewed. The language and threatening context our employees have had to endure is not acceptable. I understand frustration when items do not function as intended, but it is not fair to treat people in that manner when they were attempting to help. WIf you are in need of a technician, we are happy to provide a business that provides this service. 

   

  Thank you. 

  Customer response

  04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I paid for the tire myself. They never fixed the throttle. They said they didn't have the time to fix it. They did fix fix the tire but never the throttle. 
  Regards,
  
  ******* *****
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Kurt L******** brokered (**********) a sale for $5,000 for a bed with head board, footboard, and rails. He promised all of it would be delivered by February 15. It's March 7 and the head board, footboard, and rails are still not here. It is not safe for my father to be in the bed. My attempts to contact the company via email resulted with a note on March 5 from Dili Vi*******r at MedMart – "The manufacturer confirmed the replacement parts will ship directly to your address on 03/07/24, the tracking information will be provided once available." As you can see, I have no actual date of when these items will ship, let alone, arrive. Now when I contact Kurt, he does not respond. Shame on him. And shame on Med Mart.

  

  Business response

  03/07/2024

  I am sincerely sorry for the delay in getting all of the components of the bed. I do show everything is on it's way to you with an expected delivery date of 3/12. See link below with tracking. Your sales associate is no longer with the company, that would be why he is not responding.  However, any sales associate or customer service representative is able to assist with anything you need. 

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

  Thank you. 

  

  Business response

  03/18/2024

  Hi ******** 

  I have sent a follow up email to hopefully get this resolved. 

   

  Thank you. 

  Customer response

  03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased ***** ******** ** **** lift chair for total cost of $1800.00 on April 15 2019 delivered on May 16 2019. Included in cost is a five year lift chair protection plan {REPAIR or REPLACEMENT}. Repairman was dispatched in January of 2024 and stated not able to repair chair mechanically or defective heating coil issue., highly recommended a replacement chair. Med Mart was advised and told me the ***** ** **** was not available. and a **** **** ***** Lift Recliner was the replacement unit. Med Mart wants to upcharge a difference$592.86 as they consider this a new purchase not a replacement as per the terms of their 5 year lift chair protection plan as is was originally sold to me. Therefor i request a FULL REFUND because the terms of their plan are not met and the chair is a potential fire hazard. as per FTC regulations state a defective product purchased and found to be defective the purchaser is entitled to a full refund..

  

  Business response

  02/04/2024

  Leadership is working with this customer to resolve this matter. The chair purchased 5 years ago is no longer sold, a replacement has been approved from the manufacturer with the chair that is most similar.  If an upgraded chair is selected, an out if pocket cost must be collected. 

   

  Thank you. 

  Customer response

  02/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  Doesn't work need terms that include white glove shipping. Prefer a full refund as present unit is a fire hazard and settlement has been offered and then withdrawn
  ******* {*****} *********
  

  

  Business response

  02/07/2024

  Thank you for your continued feedback. We understand the inconvenience and frustration when equipment malfunctions. However, this lift chair has been in use for almost 5 years, a refund at this point is not an option.  Options for a replacement chair were sent as the item selected in 2019 has been discontinued.  If you would like to upgrade your chair with the replacement, we are happy to accommodate.  If an upgraded chair is selected, an out of pocket cost will need to be collected as it is not a similar chair exchange, it is an upgraded chair. If you would like to have a replacement chair delivered with the white glove service, this will be an additional cost as well. We have covered the cost of the pickup and scrap of your current chair. 

  Please let us know how you would like to proceed, it appears 3 emails and a call have gone unanswered.  We would like to get this resolved promptly.  

   

  Thank you.

*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. ↩