Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/31/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I purchased a promotion battery from the company on 12/25/24. As of this post 12/31/24, I have yet to see a tracking number for delivery of item. I have reached out then 4 times within this time period via call and have only been able to leave a message. I have emailed them 3 times within no response. I am starting to believe they are a scam. BEWARE of BUYER!

  Business Response

  Date: 02/06/2025

  We apologize for the delay in response to this complaint as we were unable to find an order without an order number and the last name listed didn't match any in our system with ***** but we had communication with ***** for the same purchased amount.  The ***** customer ordered a battery on 12/25/24 Christmas Day as we were closed for the holiday shutdown through the first of the year.  Items do not ship during a shutdown timeframe but resume on 1/3 after New Years Day. 

  Customer's first email was during the shutdown on 12/30/24 asking for an order update and second email was on 1/2/25 wanting to cancel the order. We responded to the customer via email on 1/2/25 stating we would cancel and refund the order and apologized for the delay as they mentioned they had already found a battery. Email below with correspondence and a refund was given the same day on 1/2/25.  

  From: ********************************* ***********************************
  Sent: Thursday, January 2, 2025 11:08 AM
  To: ******* ****** ************************
  Subject: RE: Order
  
  Hello - We will cancel the order and do apologize for the delay.  Glad you could get the replacement batteries. A refund will be processed to day and should post back to your bank within the next 2-4 business days.  Thank you and Happy New Year
  
  Midwestern Medical Supply, LLC
  Att. Jacob H***
  ###-###-####
  
  -----Original Message-----
  From: ****** ***** ************************ 
  Sent: Wednesday, January 1, 2025 4:23 PM
  To: *********************************
  Subject: Re: Order
  
  Hello, we would like to cancel the order. It has taken too long to come and we have received replacement batteries in the meantime thank you. Please let us know when the money will be refunded
  
  ****** *****
  
  > On Dec 30, 2024, at 1:21?PM, ****** ***** ************************ wrote:
  >
  > ?Hello,
  >
  > I ordered an item 12/25 and have not heard anything from you and your team. Please let me know if you will be sending or if I need to purchase from someone else that is reliable.
  > ********
  >
  > Thank you
  > ******
  

• Initial Complaint

  Date:06/13/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ordered EZ lift on 6/6/24 Co showed 2 day shipping not recieved.Called twice only get recorded message left name and number also sent message on their site and sent an email.No response

  Customer Answer

  Date: 06/14/2024

  issue resolved

• Initial Complaint

  Date:01/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order at midwestern medical supply, I purchased an electric folding patient lift, the total amount is $1299.00, it has been two days since I placed the order and I still haven't received any email about the status of my order. I just wanted to call to inquire about the status of my order. As a result, the customer service required me to provide all the private information of the bank, which is very private information. And the customer service attitude is very bad.

  Business Response

  Date: 02/23/2023

  Good Afternoon *****, This is Jacob with Midwestern Medical Supply. This customer ordered a 100 pound patient lift and received the product 48 hours UPS after the order was placed. They made the complaint on the 2nd business day and it was delivered later that day. Please let us know if there is any other issue. Thanks, Jacob
  
   
  
  Customers shipping info
  
   
  
  Your shipment
  
  ******************
  
    Delivered On
  
  Saturday, January 28 at 10:33 A.M. at Front Door
  
   
  
   
  
  Midwestern Medical Supply, LLC
  
  Att. Jacob H***
  
  ###-###-####
  
   

• Initial Complaint

  Date:07/25/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a portable folding hoyer lift on May 25th of this year. In addition to the lift, I purchased a scale that can be attached that cost me an additional $300. I was told that the scale would be coming from a different state than the lift. I received the lift pretty quickly but have yet to receive the scale. I called the company and the woman told me that they we're waiting for scales to come in. She was not overly friendly. She said they would be going out within a week. That was over a month ago. I have sent emails with no response. I tried calling again today and I got a recording saying that the call could not be completed as dialed. If I'm not going to receive the scale, I would like my $300 back. As I paid over $1,700 for everything. I'm extremely frustrated that I have run out of ways to contact the company. The only paperwork that I have is an email that they sent me when I first placed the order. I can't even find an order number. I logged into my account on their website and it shows that I don't have any order history.

  Business Response

  Date: 08/09/2022

  Good Morning, I spoke to *** ****** and explained to her the digital scale ships from our supplier USPS and was shipped seperate from the rest of her order. The scaes came into stock in mid July and her scale shipped out last week and was delivered. She said that would be great and she appreciated the follow up. Please let me know if you have any other questions regarding this complaint. Thanks, Jacob H***

   

  Customer Answer

  Date: 08/10/2022

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

• Initial Complaint

  Date:07/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 9, 2022 I purchased a Beststand electric lift from this company. The total cost of this unit was $1.327. The unit was delivered, unpackaged and the client was unable to use as the lift did not work for this client. Our physical therapist was looking at another lift but was not available and the company said this lift was comparable. On July 12, 2022 I was notified by our LPN that the lift did not work for the client has it just did not work for her. I called the company to begin the return process and the lady that answer the phone was anything but understanding or kind. I did tell her that the product was in the original box but had been out of the box ( that is how it was founded the product would not work) She wanted pictures of the product in the original box, which I e-mailed to the company. I received a rather rude email denying the return due to it being open and having been out of the box. There return policy states brand new condition in original box. The denied based on the unit not be packed as it was received...that is absurd. The item is brand new and she didn't even use it because it simply did not work for her. they complained about the "plastic" being wadded up and missing foam protective pieces...that is absurd. Their return policy does not state anywhere that they will not return units that have been taken out or set up. How in the world would anyone know if it work or was the right item needed? They then suggested that our company sell they item online!! I am absolutely appalled that they could even suggest this. We are a healthcare facility specializing in developmental disabilities. Our clients that we serve here in our developmental disability division are on social security, have very limited incomes. It is also ethically wrong of us to even try to sell anything to get the clients money back. I knew we would have to pay the 10% stocking fee and shipping but they should issue a refund and now I don't feel that we should pay the fee.

  Business Response

  Date: 07/20/2022

  This is in regards to the complaint made by *** ******** on April 12th. This customer called and said the Stand Up Lift (Medical lift that takes a patient from sitting to standing for Transport) purchased for her client does not fit their needs and they need to return it for a refund. My wife ******* who works with me answered the call and asked the customer if its still brand new and unused (we only sell brand new medical euipment just like we shipped to them) in the original box and original packaging and she told her yes it was. Then ******* asked her how does she know it wont work for her client if it was never opened and her response was well we took it out of the box and tried it once and she couldnt use it. So clearly when she said it was never opened and brand new she was lying. At that point ******* told her we dont take back items that look used. She assured her the lift was completely boxed up like she got it so ******* said take a picture of the box open and packed correctly so it doesnt get damaged in shipping so the customer said she would. Thats when she sends us a picture of the lift thrown into the box missing most of the packing foam that keeps it from getting damaged during shipping. At that point she told her we cant take it back in that condition without the packing foam cause they get banged around too much. That is when this customer got on ******** page and wrote Dont ever buy from this company!.. and then wrote the bad review with BBB. 2-3 days later another girl (much more pleasant) from her office called asking if there was anything we could do to work this out. I told her if she send me pictures with it safely packed (I recommend getting HD packing paper or foam popcorn to fill in where the original foam would be) we could take it back and would just charge the shipping cost and 10% to restock per our posted return policy. She said that would be great and would get back to me once its packed correctly but I never received the new picture or heard back from her and this was a week ago. We are a Veteran owned business and Ive been in business for 12 years and helped over 10,000 disabled patient get equipment they need at by far the lowest price anywhere online and have always received glowing reviews but when I get 3 negative reviews after around 10 good reviews and the BBB takes me from an A+ rating to a D. This is ridiculous and need to get this resolved asap. Any help is appreciated Thanks, ***** direct line ###-###-####

  Customer Answer

  Date: 07/20/2022

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

  In my response to their message: First and foremost DO NOT CALL ME A LIAR! I never ever said it was NOt out of the box and the box was UNOPENED. I told her that it was not USED as it would not work for the client. His wife did ask me how I would know it did not work if it was BRAND NEW. I said they did set it up and I also explained to the wife that I do not work in the group home and was repeating what was being told to me. I did tell his wife that it was BRAND NEW CONDITION and was not USED...as once the product was set up the nursing staff realized the product was not going to work for the client. I was told to send pictures, which I did...then received an email back pretty much telling me it was NOT BRAND NEW CONDITION and they would not return it and that we could sell it on an online platform (which is by far unprofessional and unethical). Our CFO called last week and spoke to someone there, who did say to take pictures of the product OUT OF THE BOX and then REPACKED in the box. I have not had the moment to get to the product to take the pictures myself, as my mother passed recently so other things came first! 

  As far as the complaints and the rating..They claimed to be accredited with BBB yet when I originally went on the BBB site they were NOT ACCREDITTED and had the rating of D-. Yet they were stating on their site at the time of when we made the purchase they were a B+ rating and changed this to a A+ rating sometime after a refund was requested,  and I called BBB to ask how this was possible. If they are upset about this then don't put something on your site that is not actual. 

  Their return policy states that they have a very generous return policy and they accept returns 30 days and in Brand new CONDITION....not in unopened, unused packaging....which is absurd to begin with. And if I had knew this was going to be such a hassle I would have gladly ordered the product from AMAZON and paid more for better service PERIOD. Being the cheapest does not mean the best service.