ComplaintsforAmerican Quality Health Products Ltd.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, I ordered a ********** Ergonomic 24 Lightweight wheelchair 20" seat ($879.95) for my 93yr. old, paralyzed uncle from AQHP on Nov 23, '22. The day before this, I had ordered him a Lynx brand wheelchair. I called customer service & ****** said, " the **** chair was on backorder until mid Feb, '23." She refunded that chair. He's in an ******** ****** wheelchair now. It's very uncomfortable for him. He's been in bed for 6 wks. now. He had a severe stroke 3 yrs. ago. The P.T. last spring took measurements & I ordered him what she told me to. We had these measurements & made sure they worked for the chair we then ordered from AQHP. The measurements were identical. What AQHP didn't point out to us, was that the ********** chair we ordered sits VERY LOW in the back of the seat. I tried cancelling this order (#*****) last Fri., Dec. 2nd, '22, but **** told me on the phone "it was just shipped that morning." I had been waiting for a tracking # & was never sent one. Also, Shelly had told me when I wanted to cancel "that's a good chair. It would be a shame if you cancelled that." When my uncle saw the chair yesterday, he noticed the seat was lower. And the armrests weren't long enough for him. The stroke 3 yrs. ago, left his body very paralyzed, including his swollen left hand & arm. Also, his legs & feet are too low in it. I sent an email to AQHP. It seemed the seat was too short, as he's too far forward in the chair (dangerous for doing a face plant.) **** said, "send a picture of the depth with a tape measure." The caregiver said, "it's 18" depth." That was rt., but he didn't like how the chair fit him. His mouth is level with the dining table. We consider it the error of AQHP because of the discrepancy in the measurements. The dimensions of Strongback don't match up. Shelley said, "get the P.T. to measure properly, & don't order again until you have rt. measurements!" I would like a full return, no return shipping fee, & no restocking fee. Sincerely, *************************

  Business response

  12/16/2022

  We are truly sorry this chair did not work out. All the measurements are clearly noted on the web site. The clients PT also noted that the measurements were correct. The client wanted to return the chair and we did issue a return authorization. Once the chair is returned we will refund according to our return policy. Tell us why here...

  Customer response

  12/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: This AQHP company still did not address my complaint. Yes, the "********** Ergonomic 24 Lightweight wheelchair did provide measurements online. They were the same measurements the PT told me to get. What this strongback chair does not tell you online, & neither did ****** or **** with AQHP, is that these measurements are not accurate for the whole seat from front to back. When my uncle sat in the seat, the back of the seat was at least 3 inches lower than in the front of the seat. His whole center of gravity was thrown off when sitting in that chair. This is definitely faulty advertising on the side of Strongback wheelchairs. AQHP may not have been aware of this problem with this Strongback, but it is an error nonetheless for telling me "It's a good chair - would be a shame if you didn't get it for your uncle." I am still requesting a full refund, including the return shipping fee deducted, and the restocking fee deducted. After my uncle tried out this chair, there's definitely an error in the measurements. The seat does not measure the same height in the back as in the front. AQHP did not point this error out to me. It would work for a short person but not for most people. I gave the height of my uncle to ****** and she said "yes, this chair would work". Now AQHP knows it won't work for most people over 5 feet 6 niches. This should be stated online. & AQHP needs to point this error out to the customers. Blaming them for not having their measurements right is not good. People won't shop with them again if they are not treated fairly. 
  
  Regards,
  
  *************************
  

  Business response

  01/06/2023

  To satisfy this clients concerns, there is a manual that shows how to adjust the seat as they need it. There are 3 different seat settings available. This truly is a special chair. All the client has to do is read the manual. We believe the problem will be solved. They should work with their PT to reset the axle.

  Customer response

  01/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because the chair did not work out for my uncle. The PT did adjust it in all 3 positions, and it still didn't work for him. She also worked with the axle and the chair was still leaning forward. And for your information, we did read the manual. As of my last ******** card statement, this company still has not refunded anything on this chair. I returned it over 5 weeks ago. Please refund this chair on my credit card, even if you have to charge the restocking fee.
  
  Regards,
  
  *************************
  

  Business response

  01/20/2023

  This account has been refunded according to our return policy.

  Tell us why here...

  Customer response

  01/24/2023

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

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a ******* trike from this company. I was told that it would be soon sent to me. Come to find out this trike was back ordered until November. It is now November 16th and still no trike. The finance company that they deal hand in hand with have you quickly sign a contract and sign it. What they don't tell you is that this is a contract designed to trap you. If this company really cared about disabled persons then this wouldn't even be an option. This is a predatory company that puts on a helpful face.

  Business response

  11/22/2022

  Everything is clearly posted on our website. The client made a buying decision to purchase an ******* Foot Tryke. It was noted on the website of a late December ETA. Client also made the decision to finance with a 3rd party offered through our website. American Quality Health Products does NOT get involved in financing or offer financing advise. The finance company then purchases the product from AQHP. The client is asked to sign off on a contract from the finance company that he should have read. We do not know if it was ever read or not. We are sorry the client feels this way, however everything is noted on the website. 

  Customer response

  11/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  There is nothing on the status of the order or anywhere on the website that shows you how long you will be waiting on the product. I was told by November for the item to arrive. To this day they had to contact manufacturers to see if the item could be canceled. I don't see what the big deal is with canceling a product that supposedly hasn't even been manufactured yet. Before you quote you signed the contract remember that you said that they are a third party company. They are waiting on money back from you because they are willing to cancel the contract. You just wont give them back the money. So, I ask you, return the money to the third party company so that this can be resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  MRI results read by foot surgeon Dr. ***** ****** on Tuesday, July 19, 2022 show "2nd, 3rd, fourth and 5th metatarsals w/ mild stress fractures, 5th metatasels displaced/separated." American Quality Health Products' new scooter I bought in May 2022 tipped 8-10 times in 5 days first time using it at **** ****** ***** beginning May 24th. I had to put my feet out to steady it from tipping over and falling on me, due to it's dishonestly advertised turning radius. Both feet are damaged. Turning radius advertised a lie. The battery life they advertise, also a lie, as stress from it running out in ***** ******* ended me up in *********** Hospital ER Thursday May 26th, instead of my ****** hotel room. My bank has already refunded my money in full. $3014. Cary at AQHS is abusing me, knowing I'm in a severe battle with PTSD trauma, he's toying with his words, his intent to refund in full, agrees to the full refund all the while refusing to accept and state I've already been refunded by my bank, and state in writing he won't contest the dispute. I allege he's abused me both by neglect and cruelty prolonging this matter. I'm afraid of them now, I don't trust them. I very much want it out of my house as soon as he gives me and ********* the written certainty. ********* Bank and I both require the word from AQHP that they will not contest the dispute/refund I've already received. I have the return shipping labels ready, and the box to send it back. I'm very close to consulting an attorney, yet I'd rather not. My mother's probate just ended 9.5 years embroiled with attorneys. My trip to memorialize her death, at her favorite place on earth was entirely ruined. A therapist, and at least 3 doctors have been needed in this matter presently.

  Business response

  07/28/2022

  In response to the client I would first like to say that we only wish the client well. Her email talks about her tipping 8-10 times. We are not sure why she would continue to ride the scooter if she kept tipping. This scooter has been sold to hundreds of people across the country and we have never had anyone with as many issues as she is stating. The turning radius is accurate and not sure how that would have disrupted her riding the scooter. It is clearly noted on the website the specifications of the scooter. As far as the battery, it must be charged correctly to get the maximum usage. Also notes in the instructions. We are also not sure why she keeps asking for a refund when she says her bank already refunded her. We have been patient with the client as to having the scooter returned. We are sensitive to her healing. We have sent her a return label for the scooter and offered to arrange for the pick up of the scooter. She says she wants it out of her home but makes no effort to do so. Also she says it is boxed and ready to be picked up but won't allow us too. So now she got her money back from her bank and has possession of the scooter. As far as any refund from us, she claims her bank already refunded her. Not sure what she is referring to when asking us for a refund. We would like to have the scooter returned.  

  Customer response

  08/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint:
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************
  
  I have NOT continued to use that scooter! It's a hazard! I've been bedridden since returning from ******. Doctors' orders! They're pulling inuendo out of non-existent wonderings of their own created imaginings. I won't get on that scooter! I wouldn't donate it. It hurts people, and I challenge them to prove there have never been complaints, much more than that, lawsuits against them, even the Class-Action type, because that scooter is DANGEROUS! ****** bus drivers stated same, three of them and they're NOT supposed to state such things; but they liked me and saw how inadequate that thing maneuvers, and they had to take the controls to navigate it onto their buses each time. There's video surveillance at ****** EVERYWHERE. Do they want me to prove the trouble I had by subpoenaing ******'s videos? I'm equipped with counsel, and ready to do so. I have a Class A CDL professional drivers' license, but that scooter is a derailing wreck waiting to happen. I told Cary in an email how I already bought another scooter. What's he talking about, how I'm still using their DISASTEROUS device? I've bought two new ones, far better quality, less money one of them. A ***** **** 3-wheeler with suspension. And a ***** ***** *** 2 for indoors, as I am now confined to a wheelchair thanks to their tipping, tottering, trash. What is he talking about? He knows not! He is creating a fallacy out of the gate here, BBB. These people speak with fork-ed tongue as they say in the old movies. Reading this is the first time it's been admitted by that company where they confirm in written knowledge to you the BBB, how I've factually been refunded by my bank. I asked them, near pleaded, and yes, I've cried a lot over this, (who cares, right?) They finally put it in writing. I guess they know I mean BBBusiness, huh? They, meaning that so-called manager Cary who continually avoided doing as I asked to protect myself legally against him. I told him I was afraid of him, and twice I alleged in writing that he IS abusing me, a disabled, injured adult with his intentionally malicious word-play. I continue to hold that contention to be true with the lies, now told to you built upon here to mount his deception. Not all lies, the scooter has been packed and ready to go. I have every email proving the malevolent toying, the 'give n' take' of his WORD. Even one lie discredits them entirely. They have to not write the bank saying the dispute is thus ended. I need that solace for heath purposes. My surgeon and primary care doctor BOTH this week said, "you mean this hasn't been rectified?" BBB, there are fractures in 4 of my toes per the surgeons MRI. I'm having another ankle xray on August 13th as I see my left foot deforming before my eyes, and so does the surgeon, I'll spare you the pictures. I reject their utterance of any kind of empathy towards me. No thank you, AQHP. I cannot back up to read their response without losing this one. Their first sentence if I remember correctly is an outright lie. Contact me anytime. I'm strictly ordered to "stay off the foot, ***!" by a foot and ankle specialist and a wheelchair is being delivered today.
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a *****  3 Xtra model power scooter from American quality health on June 14th, 2022. I received it on 6/29/2022. The basket was smashed and they are sending a replacement. My issue is that the scooter is nonoperational for some unknown reason. It is properly assembled but I plugged it in to charge and there is absolutely no power going to it. Charger lights did not seem to work correctly but it did show green which means fully charged but battery power meter never moved beyond red and no power is going to the scooter and it will not power on when key is inserted. I relayed this to American quality health products and was told that a technician would be emailing me but I have yet to receive any response from them. I financed this through a 3rd party company and now I am on the hook and have a scooter that I can't use.

  Business response

  07/06/2022

  It appears the client complaint came in after this has been resolved. It is true the basket was damaged on delivery and a new one was sent out immediately. Then it appeared to be a power issue and tech support did trouble shoot with the client. They sent a new battery pack to the client with a return label to have the original one brought back. Of course there is no charge to the client. Just a short delay in using a great product. Tell us why here...

  Customer response

  07/13/2022

  The business did not reply to my later emails when the replacement battery did not solve the issue. I myself resolved the issue by doing my own troubleshooting. There was a loose wire.
  
  I cannot ship the original battery back because the company did not format the return label correctly. They put the going to address as mine when it should be going to them. I will ship it back if and once they provide the correctly formatted label

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a power chair from this company and received the chair around the first of November 2021. Chair was originally financed and then the ****** **** ****. decided to pay it off for us. The about 3 weeks later I came home from a Dr's appointment and it had snowed. I drove the chair from my van to the building and the snow was not deep at all but when I got inside the chair quit and hasn't run since. They sent us new batteries and that wasn't the problem. They sent us a new controller ( joy stick) and that was not the problem. We asked for a new control board and cord and these parts have been on back order since November. Enough is enough! Medicare has provided me with a power chair because I lost all independence waiting on AQP. I am asking for a full refund of the amount paid and a box and prepaid shipping tag for them to pick up this defective chair. Please help me with this problem.

  Business response

  06/02/2022

  As noted by the client, they did drive the power chair through the snow. This created a problem which was user error. It is not designed to be driven in inclement weather. With that being said the manufacturer did step up and and has replaced all parts necessary at no charge to get the power chair working again. The only issue here is that some of the parts are on back order due to supply chain issues in the world. Everyone is aware of there situation. The client is not being ignored. We kindly ask for their patience.

  Business response

  06/15/2022

  The issue here is user error. The manufacturer has agreed to step up and supply the part to make things right. Unfortunately due to supply chain issues there has been a delay in receiving the part. We do appreciate the clients patience.   Tell us why here...

  Customer response

  07/22/2022

  I have been a power chair user for close to 15 years. In that time I have never had a chair that quit because it was near moisture or got rained on or went through snow. Secondly the name of the business is a lie. They are called "American Quality Products" when what you are getting is a Chinese made chair. If I had known that from the beginning, I would not have purchased because of supply chain issues. We are almost a year now. I could not live or function without a working power chair so I had to get another one. Please just send me a box and a prepaid shipping label. Return the $ to the **** ********** that paid for it and you can wait for the part from China! I will also include the extra set of batteries and joystick Complaint: ********
  

• Initial Complaint

  05/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Unsuccessful attempt to email ***********************, employee at American Quality Health Products, See the following:"I don't normally order off the internet, but I need a knee scooter to help me get around after foot surgery in the upcoming weeks. Because your company came up online first and claim to have what I needed, I attempted to purchase a knee scooter.It now appears to me this "American Quality Health Products" may not be a repeatable business and you took advantage of someone who is in need of a knee scooter. God willing the *** tracking number I received from you company will soon say something like "on the truck in route to my address" & be delivered before Thursday May 19th, 2022!!I never buy on the internet, but I needed a knee scooter before my surgery so I can be able to get around. I ordered a scooter from American Quality Health Products company on May 7th, 2022. You took $202.99 out of my bank account on May 9th, 2022. I then received duplicate emails regarding a refund on May 10th, 2022, which I have not received. On May 11th, 2022 I called to inquire why my order was cancelled & refunded. I get this story about a refund in full that should show up in my account in a couple of day's because the product was unavailable & out of stock; which I am still waiting to receive the refund. I was promised I would get my money back. Then you continue to tell me you could get me a better deal on a different scooter for $150.00 & guaranteed it would be delivered before my surgery on May 19th, 2022.Because I was a trusting person, I purchased yet another scooter & on May 12th the $150.00 was again taken out of my bank. At this point I am doubtful I will ever see the knee scooter & am currently out $352.99. If I don't receive the scooter for $150.00 & my "refund for $202.99" you leave me no choice, but to call in the "Better Business Bureau" to get something done so you are unable to conduct business stealing money from other innocent people."

  Business response

  06/13/2022

  On May 7th the client did make a purchase for $202.99 which was a Saturday. Upon review of the client order on Tuesday May 10th we immediately refunded the client and sent an email to let the client know that the item was on a back order status. We never want to hold clients monies if we cannot deliver a product.  On the next business day May 11th the client did call to make an inquiry as to why the order was refunded. It was explained in the email the day before. Upon receiving their phone call we at American Quality Health Products went above and beyond to find another like product for the client as they explained that were having surgery and desperately needed this product. We did explain again that they were refunded the day before, however they would not see the credit for up to 10 business days. That is a banking process not our company. The client then ordered and paid $150.00 for the new product. The product shipped the same day as ordered and was delivered 2 days later prior to the client surgery. The client received the refund of the original order and received the product when they requested.  We were able to satisfy the client needs and at the same time saved them $52.99.  Tell us why here...

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a wheel chair on line on 8/2/21. We did not get the correct foot rest. We have contacted them on several occasions and they said they would take care of this but we have yet to receive the footrest and it's been almost a year. There's also an issue with the width of the chair. When purchasing the chair the reprsentive never discussed the actual width of the entire chair. He was very thorough about the height of the chair but not the width. The chair will not fit on the ramp to the handicap van nor will it fit through many of the doorways in our home. There is a pan under the chair that's causing this issue. If that pan were 2 inches narrower, the chair would fit the ramp to the handicap van and in all doorways. When we called about this they acted like it was impossible to get a different pan and acted like we would have to order an all new chair. No return option was offered yet it's stated on their website that they have easy returns. Their website also states that they have "Fast Customer Support". This has not been our experience, it's takes them an extremely long amount of time to reply. We would like to exchange the pan for one that is more narrow. If that's not an option we would like to purchase one that would be the correct size, along with a cushion that matches this new size. We would also like to recieve the correct type of foot rest that would match the correct dimension size.

  Business response

  04/27/2022

  On August 2nd 2021 the client ordered a totally customizable ************ manual wheel chair. This is a chair that gets built to the client specifications. At any time there was never a discussion about the chair needing to be a specific width to accommodate a handicap vehicle.

  After the client took delivery of the chair which was 5 weeks after the order date, normal lead time for custom built products, they reached out to say the chair is too wide for there van. We did have dialog as to trying to make this work. It was determined that the only fix was to remake the chair. Of course there would be a cost for that and AQHP was agreeable to work with the client as far as pricing. We never heard from the client again until 4-26-22. At that time we spoke again about corrective actions and came to the conclusion that the client can remove the hand rims as the person in the chair does not self propel. With this option the client is now able to get the wheel chair in there van. There is also an accessory that the client was waiting for that we believed was delivered in January 2022. This item was on a back order due to supply chain issues. When the client called on 4-26-22, that is when they told us the item was never received. We are in the process of getting the accessory shipped to them as soon as possible. At last dialog with the client 4-26-22 they were very satisfied with the end result.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 09/11/2021 I ordered by phone a ********* ******** Scooter for $2,099.00 and will leave the warehouse within 3-5 days according to the agent. I received an email on September 14, 2021 stating that this product is on backorder until the end of October. That same day i sent an email to AQHP and requested a refund because I needed it before that. Then I received a phone call from a hostile agent saying that there was no reason that I couldn't wait until 09/30/2021. I was very sick and said okay because I didn't want to argue anymore. On 09/30/21 I called again talked to Cindy and asked if my scooter has shipped. She said that she would contact the warehouse call me back. She didn't. When I called back there was still no answer but Cindy thought that it would be shipped next week. That is when I got upset. She finally said she would initiate a refund and no timeline as when I could expect it. I don't know what else to do. I can't get a straight answer from anyone. Thank you. *****

  Business response

  10/15/2021

  This order was refunded 10-8-21 at the request of the client.

   

  Customer response

  10/21/2021

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

*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. ↩