ComplaintsforInvacare Corporation

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ***** C*******. I am 61 years of age, and I have been a quadriplegic for 13 years. I am on my third pair of ***** ******** power assist wheels for my wheelchair (Invacare Corp. owns *****). After owning my first pair (M15s) for less than a year, one of the two wheels died on me. After some time, Invacare/***** sent me a new pair of their power assist wheels (M25s) to replace the M15s. I had my M25, ***** ******** wheels for six months. In May/June of 2023, one of my wheels overheated (lithium battery) just after I went to bed. It scared my wife and me because we could smell it and it was very hot to the touch. She put the chair, with the wheels, in the backyard in case it caught fire. I'm grateful I wasn't in the chair. It could have caught fire (e.g. cell phones and hoverboards). In order for me to get a new pair (replacements) of E-Motion wheels, I had to go through my local dealer (U2Mobility, Corona, CA) and have my faulty wheels shipped back to Invacare in order for them to mail me a new pair to replace the faulty pair. Invacare charged U2 Mobility $110.00 to have my faulty wheels shipped back to them. U2Mobility passed this charge on to me. After contacting Invacare, via emails and phone calls, I was told that this is written in their policies. It's wrong and ridiculous that they are charging me to ship them their faulty wheels. All I want is for my $110.00 to be refunded to me. I have the emails between myself and Mr. Robert R******, Invacare Corporation's Customer Service Supervisor & PinDot. I'm blessed. I had a power chair as a backup while my wheelchair was out of order and I went through this run-around to get my wheels replaced. Most wheelchair users don't have a backup. I have peers who have had issues with Invacare's customer service. I'd like the Better Business Bureau to look into Invacare's lack of customer service and help me get my $110 refunded to me. Thank you ***** ******** ************

  Business response

  10/06/2023

  We are forwarding this complaint to ***** to further assist and investigate as they handle their complaints directly. I have requested a resolution and update from them once they investigate further. I will send you an update as soon as they provide input. 

  Business response

  10/11/2023

  Good afternoon,

  We are following up on complaint #******** to provide you with our investigation outcome. We researched the reported issue with the M15 ***** ******* device and reviewed communications between Mr. ******** and our Customer Service Supervisor Mr. R******.  Customer Service worked with U2Mobility, Corona and agreed to replace the defective M15 device with the more recently updated version of the E-motion device, the M25. This is an upgraded version of the M15 and retails over $5,000. This was shipped to the provider at no cost to the provider or customer. ******** * ***** agreed to pay shipping to send the new device to the provider and the provider and end user were notified that any return costs would be the responsibility of the provider and it would be up to them to determine if they pass along the return cost to the end user. The warranty manual states the warranty will cover replacement of the defective device and does not cover shipping costs. If the end user would like a refund for the return shipping cost from the provider, they will have to request the refund from U2 Mobility which is who assessed the return shipping charge, not ******** * *****. 

  I am including a copy of the email information below and have attached the user guide / warranty for reference as well.

  Copy of email to Mr. ******** from Invacare's Customer Service Supervior:

  On Mon, Jun 5, 2023 at 1:29?PM Robert R****** <*********************> wrote:
  I’m sorry to hear about the situation you have experienced.  Regarding the replacement/repair, we warranty the parts and will take care of either repairing, or sounds like in this case replacing the equipment if still under warranty.  Our warranty policy states that we cover the equipment itself and do not cover the cost of return shipment of defective items.   ***** does not determine how the equipment is returned to us for correction.
  
  We will do everything we can to get your system repaired/replaced and sent back to you as quickly as we are able. 
  
  Thank you
  
  
  Bob
  Bob R****** I Customer Service Supervisor & PinDot
  Invacare Corporation
  Customer Service 800-333-6900
  440-329-6309 | *********************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I accidentally sent them a check for a payment. I emailed them within a few days and was told they would not cash the check. they cashed it anyway. I wad out of town and did not realize it until I saw my mo toy statement. they refuse to return the money.

  Business response

  08/10/2023

  Hi Ms. ****, 

  We received your complaint and need some additional information to further assist. Who did you write this check to? Invacare does not sell direct to consumers so I am not sure who you wrote the check to for payment. We sell our products through providers and medical equipment dealers. Do you know what dealer you were working with? Did you write them a check? Please confirm who the check was written too and if you wrote it to the provider, please reach out to them to inquire about a refund. 

   

  Thank you,

  Invacare Corporation

   

  Customer response

  08/17/2023

  I sent it directly to invacare. In a moment I will be forwarding you the email from the Invacare representative who told me that they would not cash the check and they did anyway. I can also show the bank statement as well that shows the removal of the money from the account. Attached is the copy of the front and back of the check showing the endorsement from invacare.

  Business response

  08/29/2023

  Good morning, 

  I have confirmed with our accounts receivable team that the refund check has been requested and processed. It takes 4-6 weeks for the refund process but it has been initiated and is in process. Please reach out and let me know if the refund is not received in the next couple weeks and I can follow up with them again. 

   

  Thank you,

  Customer response

  08/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  This is all I have requested from the beginning. Thank you for working to resolve this for me.
  
  Regards,
  
  ****** ****
  
  
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Invacare Perfecto2 Oxygen concentrator on March 1, 2022 for 677.00 plus tax. It arrived April 25, 2022. I purchased it as a second unit to keep in our camper while traveling. We unpacked the unit and it was not damaged in shipping and appeared fine. I first used it on July 16, and it was defective from the first use. After 30 minutes it would beep followed by a pause, followed by a beep, signaling that the unit is not providing oxygen at the concentration required. At about the 1 hour mark the beep became louder and continuous signaling that it should be turned off immediately. These machines are designed to be used 24/7 by people who are dependent upon supplemental oxygen. I only require a couple hours of use per day. I used the machine for about an hour per day while we were traveling. There is an hour meter on the machine that shows 16 hours. When we arrived back home I contacted the retailer, ****** ******** *** **** and the manufacture, Invacare, and was told that I should ship it to the repair facility in Ft. Worth, Tx. I was told I would be responsible to ship it both ways, and for the labor to fix it. I was told by Invacare that parts is the only thing covered by the warranty. The unit is very heavy. It will cost upwards of 100.00 to ship it one way, and who knows how much they will charge for labor. I received a defective product that has only been used 16 hours - 1 hour at a time (not continuously). I believe Invacare should send a call tag to pay for shipping to and from the repair facility and pay for parts and labor to fix the unit. I would also be happy with a full refund from ****** ******** *** *** and a call tag to send it back. I have been trying to work with them since August 24, 2022, and have a complaint number ******.

  Business response

  09/26/2022

  I followed up on the below email from August and found it was sent to our complaints department. The complaint was logged under comp 316456 and the end user was contacted. Please review the below update on our contact with Mr. ****.

   

   

  Here is my further conversation regarding this:

  I advised ***** **** to ******* ******* ******. He stated that the center charges them for every repair they send and if the item is still under warranty, then there should be no charge for any repair. He also said, “Customer called the ******* ******* ****** and they stated they will repair the unit and customer has to ship it but the shipping cost is $100. As the unit is under warranty, no amount should be charged for the repair or shipping.”

   

  I replied, “That is correct, the warranty does not include shipping charges. I’ve attached the manual, see page 33 for warranty information.” Product manual was attached to his email showing that parts are covered under warranty but labor is not covered and the patient is responsible for the labor and/or shipping expenses related to warranty repair.

   

  There was no further communication regarding this.

   

  Please let me know if you have any further questions.

   

  Thank you,

   

  Sarah ****

  Consumer Affairs/Regulatory Affairs Specialist

  Invacare Corporation

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

  Fax: ************

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

*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. ↩