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:03/07/2025

  Type:Service or Repair 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.

  They talk nice to you they will phone and email you down daily all day. Once you get the merchandise and have a problem and contact them they will ignore you. They only play nice to you to get you to buy products Me and this sale lady use to talk a lot after I got the chair she stop responding to my emails. I need to order a replacement battery. The chair is still brand new I only used it twice. Haven't been able to get it out the house needs a ramp. The issue I can't talk to some one to order a replacement battery charger. They told me if I ever need replacement to contact them I do and this lady ignores me ***************************************

  Business Response

  Date: 03/11/2025

  Thank you for taking the time to share your feedback. We sincerely apologize for the experience you've had, and we understand your frustration regarding the lack of response from our employee. We regret that her communication did not meet your expectations, and we are taking steps to address this internally.
  
  We want to assure you that we value your business and are committed to resolving your battery charger issue. Regarding your battery concern, please be advised that we have already created a repair order for your battery issue and have made attempts to contact you. We are eager to get this resolved as quickly as possible.
  
  To ensure we can provide you with the assistance you need, please reach out to our service department directly via email at ************************************************************ or call us at
  ************ and ask for the service department.

  We are more than happy to help you in any way we can, and we look forward to hearing from you soon so we can resolve this matter promptly.

  Business Response

  Date: 03/11/2025

  In reviewing this customer's account, we were unable to identify any contact with our customer service team and/or our service/repair team in order to address the customer's issue. As a result, we believe the failure of one of our team members that supports patients in receiving durable medical equipment to transfer information on the customer's inquiry to the appropriate department caused this customer's issue. This being said, our customer service team is well equipped to handle calls of this nature and address patients concerns/inquiries to the appropriate department such as our service/repair team should customers contact us through our typical channel. Thank you.

  Customer Answer

  Date: 03/11/2025

  I have reviewed the business response and accept this resolution. Thank you very much I did called and emailed you all. I will call again tomorrow morning. Again thank you so much

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair 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 purchase a brand new motorized wheelchair from Universal Med Supply. I already had a wheelchair that was operational when the secondary (new) wheelchair had arrived. Upon arrival I fully charged the battery, and was going to take the wheelchair outside for a test run. But I notice after fully charging the battery that the battery indicator would constantly go down to three lights, indicating the battery was weak. Of course I did not become instantly alarm since I had my current wheelchair to turn to. My current wheelchair suddenly became inoperable, and I assume I had the new wheelchair from Universal Med Supply to rely on, not so. I turned on the new wheelchair and the battery indicator lights blinked rapidly, and the wheelchair would not move. I immediately contacted a customer service representative and explained the issue. It was suggested that I perform sequences on the wheelchair while I had him on the phone. He concluded that the battery was dead, and that since I was still under warranty he would order me a new set. My thought was that the wheelchair was brought to my home with already dying batteries. Because I never operated the wheelchair. Universal Med Supply received the replacement new batteries the week of September 8, 2024, and advised me that they would contact me on Friday, September 20 to schedule an appointment for the installer to come to my home and install the batteries. I waited for a call that seem to never come, so I decided to contact them. UNFORTANLY I was told that I would have to wait another week to receive a call for scheduling. Friday, September 27, they said that they would call. A motorized wheelchair is my only leg support for everyday chores. Universal Med Supply has demonstrated heartless, uncaring sympathy for its customers. I have been stuck in my apartment for weeks waiting for installation of batteries. A simple task that Universal Med Supply is making impossible to accomplish.

  Business Response

  Date: 09/27/2024

  We delivered a power chair to the customer on November 30, 2023. On September 3, 2024, we received their first call, during which the customer informed us that he had not used the chair yet as he was still using his previous one. Upon learning this, we explained that the batteries had likely depleted because they had not been charged for nearly 10 months. As a reminder, during the delivery, we advise customers of the importance of charging the chair for 8-10 hours every night to maintain battery health, and the customer signed a document acknowledging this information.

  According to the manufacturers guidelines, battery failure due to neglect is generally not covered under warranty. However, as a gesture of goodwill, we made an exception and issued the batteries at no cost on September 9, 2024.
  
  We understand the importance of timely service, and after notifying the customer of the high volume of customer requests currently, we committed to replacing the batteries within two weeks. We kept the customer informed throughout the process and now have a scheduled visit for October 1, 2024, to install the new batteries.
  
  Please know that we strive to provide prompt service to all of our customers and are continuously working to improve our response times. We appreciate patience and understanding in the process and do try our best to take customer scenarios and concerns into account to the best of our ability.
  
  Please let us know if there are any questions.

  Customer Answer

  Date: 10/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair 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.

  In November 2023, I paid $150 to have th batteries replaced in my son wheelchair which suppose to last at least 4 plus years but now its only been 7 months and I need to purchase batteries again. The company won't even talk to me about the problem. I was told to contact my insurance company to get the batteries replaced and to have the wheelcahir serviced.

  Business Response

  Date: 05/15/2024

  We received a service call to perform adjustments on the chair which included tightening of the headrest and tightening the right arm as it was falling. We informed the patient that as the chair is not under warranty those adjustments will be at the Out of Pocket and the patient agreed to pay $150.00 for a visit. On 09/07/2023 our tech visited the patient and all the requested adjustments were done at the patient's satisfaction, after that patient did sign the service completion ticket as a proof for completing the requesting service. (See Service Form Attached)
  
  During the visit the patient did mention that batteries are not folding the charge so we started working on the repair order to get approval for those parts. On 11/07/2023 we did replace the batteries in her patient's chair and gave her the new charger as well so patients have no issues charging the chair on a regular basis. This transaction was billed through her insurance so patients were not charged anything during this event. (See Delivery Ticket Attached)
  
  On 05/06/2024, the patient contacted us again, expressing concerns about the batteries not holding a charge and requesting complimentary replacements. We have already talked to the patient's mom that we will send tech at no charge to evaluate the batteries and we will fix it if there is an actual issue with batteries. She is also ok with that. 

  Regarding the patient's request for a refund related to services provided by our company, we wish to clarify our position. We have performed all services in strict accordance with our established company standards, and we remain fully committed to supporting the needs of our patients. It is important to note that the service in question was executed correctly, and this has been duly acknowledged by the patient through a signed document affirming the same.

  Should you have any further questions or concerns, please do not hesitate to reach out to us directly.

  Business Response

  Date: 05/15/2024

  We received a service call to perform adjustments on the chair which included tightening of the headrest and tightening the right arm as it was falling. We informed you that as the chair is not under warranty those adjustments will be at the Out of Pocket and you agreed to pay $150.00 for a visit. On 09/07/2023 our tech visited you and all the requested adjustments were completed and you signed our service form related to the services rendered that day.
  
  During the visit you mentioned the batteries are not holding a charge so we started working on the repair order to get approval for those parts. On 11/07/2023 we did replace the batteries in the chair and gave you a new charger as well. This transaction was billed through insurance so patients were not charged anything during this event.
  
  On 05/06/2024, you contacted us again, expressing concerns about the batteries not holding a charge and requested complimentary replacements. We have talked with you and agreed to send a tech at no charge to evaluate the batteries and we will fix it if there is an actual issue with batteries and we understand that you have agreed to this. 
  
  Regarding your recent request for a refund related to services provided by our company, we performed all services in strict accordance with our established company standards, and we remain fully committed to supporting the needs of our customers. It is important to note that the service paid for was executed correctly, and this has been duly acknowledged by you through a signed document affirming the same. We hope you understand our position and we look forward to the resolution of your battery issue soon.

  Should you have any further questions or concerns, please do not hesitate to reach out to us directly. We value your understanding and continued support.

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair 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 put in request for wheelchair repairs 6months ago and the guy handling my case has been giving me and my doctor a hard time . First he told me I had to wait for a year to be up before Medicare would cover repairs, after waiting 2months for March 24th I reached out to arvan again and he began requesting documents over and over from my doctor even saying he wasn't receiving any of paperwork from my doctor. Finally after playing his game for 3months he called asking me what repairs needed to be done and I explained my doctor sent a list of the things wrong with chair and he denied having it and demanded I tell him what's wrong with chair. As I started telling him what's wrong he start telling me what they wasn't going to fix then said they don't deal with company concerning my chair and I can now go find another company and hung up in my face as I requested to speak to someone other than him. Also I've been having problems with this chair from day one as they had to continue to come make repairs. Lastly the guy arvan or Arnold is very impatient and unprofessional, rude and shouldn't be dealing with customers as you can barely understand him and he seems to ALWAYS be whispering on phone

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/07/29) */ The customer became our customer in the Spring of 2019, when we first provided the patient with one of our products. Since then, we have completed multiple service and repair orders for the product provided and through the process we have followed up in a timely manner and provided the customer with accurate information. Regarding the customers existing open order we have communicated with the customer to understand their true needs and also reached out to the manufacturer work to source the parts in order for us to fix the chair. Current delays in repairing the customers product are as a result of the manufacturer back order on all parts required. The manufacturer has also informed us that they facing backorder on most of the parts so at the current point of time we are not able to source the parts. As a result, we are not able to perform the repair on the chair in a timely manner. This being said, we have offered a suggestion to the customer, that they work with a larger equipment provider in the market due to the fact that they might have a better reach to source the parts. We have emailed the customer details of other DME companies and provided the customer with medical records that would be required to expedite the repair of the equipment. As of right now we will not be moving forward with the repair order originally requested based on the information provided. The end resolution is confirmation that the customer will seek out other companies to see if they are able to fix their product in a more timely manner. Thank you.