Complaints

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased an electric scooter in June, 2023 based on the statement by the sales person named ******* that the cost would be reimbursed by ******** because she knew of other customers who got reimbursed by ******** for their purchases but that Hieline does not file the paperwork with ********* We made teh purchase, went to my orhopedic doctor and got a prescription for the scooter and applied for reimbursement. ******** denied reimbursement based on the fact that ******* is not an approved supplier. I contacted the owner on Sept. 15 2023 and he said we were not mislead and that he would not refund or help in any way. They lied/mislead/misrepresented and then declined to stand good for their statement. These people are dishonest, in my opinion. We should have checked with ******** first but depended on the honesty of our fellow citizens and we were mislead. My hope, since they refuse to do the honorable thing, is that their business fails. A curse be upon them.

  Business response

  09/16/2023

  We appreciate you taking the time to share your feedback, and we're genuinely sorry to hear about your experience.
  We want to clarify that we never intend to mislead our customers. It's crucial to us that our customers have accurate information about their ******** reimbursement eligibility. However, we do advise our customers to do their own research and contact ******** directly to confirm their eligibility and the status of the supplier.
  We understand your frustration, and we sincerely apologize for any inconvenience you've faced. While we are not a ********-approved supplier, we are committed to assisting our customers in any way we can within our capabilities.
  Regarding your conversation with the owner, we deeply regret that your concerns were not adequately addressed. We take your feedback seriously and will use it as an opportunity to improve our customer service and communication.
  We will explore any possible resolution to this situation.
  Thank you for bringing this to our attention, and we hope to have the opportunity to assist you further in the future.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  COMPLAINT FORM Date:__1/26/22 Consumer Info First Name:_L. ******_________________________________ Last Name:___*********__________ Mail address:__________ Phone:__XXX-XXX-XXXX_______________________________________ Address:_102 Starlite Drive_____________________________________________________________ City:____*******________________State:_******____________ Zip:_*****______________ Business Info Business Name:_Hieline Mobility Address:__600 N. Central Expressway., Suite 600 City:_Plano__________________ State:_******____________ Zip:_XXXXX_______________ E-Mail:*****@hieline.com Complaint Info Category (please check): Advertising Issue Billing or Collection Issue xxContract Issues xxCustomer Service Delivery Issue Warranty Issue xxProduct Issue xx Refund/Exchange Issue Repair xxSales Practice xxService Other:_____________________________ Describe the complaint in Detail: On 8/17/21, I underwent a major 9 hour heart surgery at Baylor Heart Hospital, Plano, Texas. In anticipation of the impending surgery, my wife and I wanted to rent or purchase a lift chair to facilitate my getting in and out of a chair following surgery. We visited Hieline Mobility, Suite 600, 600 N. Central Expressway, Plano, where we were assisted by "*****". We rented what the store described on the invoice as a "Lift Chair", which was to cost us $225.00 per month. "Sadat" demonstrated a chair for us, and it seemed to be in perfect working order. We then paid him $225.00 for the period 7/16 to 8/15 and he gave us an invoice for that amount . While talking with "Sadat", I observed a young man placing equipment on a trunk, and he checked the working order of each item before placing it on the truck. I was away from the house when a chair was delivered to my home, but the chair was not operational, as there was something wrong with the lift making the chair "screech" exceptionally loud when raised or lowered, even loud enough to be heard outside the home, making one wonder whether the covering would rip apart. ******** rushed out and told the deliveryman the chair was not acceptable, but he ignored her, got into his truck and drove away. She was close enough behind him that he positively heard her, but he intentionally chose to ignore her and he drove away. I called Hieline, Inc. and told whomever answered the phone that the chair was not functional. The Hieline employee told me that all of the good chairs had been rented and the one delivered to us had not been used in some time and had not been tested before delivery. I told this representative that the chair was not acceptable, that we could not use it, and that we wanted the company to immediately send another chair or return our money. We could not use the chair, as we feared on the basis of the screeching that we might further damage the chair. We called Hieline two or three more times, but our requests were ignored, and, on their retrieving the chair at the end of the rental period, our money was not returned even though we again made very clear that we had not been able to use the chair. I believe our money should be returned, but my primary emphasis in sending this complaint is to warn any potential customers of Hieline Mobility we believe the company made false representations to us (that the chair would be in working order), that they knowingly and intentionally delivered a chair they knew to be other than in working order, that they fraudulently ignored our objections at the time of delivery, that the chair was not working properly. They continually and intentionally ignored our requests for a suitable chair, and they refused to return our money. My occupation was that of a law enforcement officer, and I have had countless opportunities to weigh whether actions taken by people were fraudulent, or simple misunderstandings. I believe Hieline's interraction with us was 100% fraudulent, as we made several complaints to the store, and store personnel blatantly ignored us. I would caution any potential customer of the store to be wary of their fraudulent business practices. My customer rating of Hieline would be a zero, or lower. There *** well be instances when customers have been completely satisfied with their service, but that does not change the fact they were completely dishonest in dealing with us. It is my opinion that, more than simply being inept, Hieline Mobility is a dishonest company. __________________________________________________________________________ Describe the settlement or resolution sought by consumer: 1. That any potential customer making inquiry of BBB relative to Hieline Mobility have access to this complaint. 2. The return of the $225.00 we believe Hieline Mobility took from us fraudulently.

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/02/28) */ We apologize for any inconvenience this customer has experienced, however, there are numerous issues with the statement submitted. 1- The noise- Lift chairs make "screeching" noise when they are lifted or lowered but this noise is normal and negligible. The noise is from fabric rubbing against fabric; hearing the noise from "outside the home" is an exaggeration and far from the truth. You can hear this noise from the new lift chairs as well. 2- The Hieline employee told him that "all of the good chairs had been rented and the one delivered to us had not been used in some time and had not been tested before delivery" is totally false. What business owner in its right mind make a such a statement even if it was true? Without exception, we inspect all equipment before delivery as the customer witnessed and mentioned in his statement. This chair has been rented to many other customers afterwards and we never had any complaints. 3- Customer stating that "Margaret rushed out and told the deliveryman the chair was not acceptable, but he ignored her, got into his truck and drove away. She was close enough behind him that he positively heard her, but he intentionally chose to ignore her, and he drove away" is absolutely false. Our delivery driver, Andrew, is the politest and the most courteous individual anyone can meet. We feel lucky to have him. He delivers items, makes sure they're functional, demonstrate them for customer and doesn't till he answers all questions. 4-Fraud- Fraud is "wrongful or criminal deception intended to result in financial or personal gain". We delivered a product as promised and charged a reasonable amount as we do every day. If it was not to customer's taste or likings, it doesn't make a fraudulent. How can anyone call this a fraudulent activity let alone a" law enforcement officer"? We treat all customers with honesty and the respect they deserve. Our business philosophy is to under-promise and over-deliver. This customer was not an exception. We apologize to this customer again for not being happy with our services. We delivered what promised and then some. Unfortunately, it is impossible to make every customer happy. Consumer Response /* (3000, 7, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hieline's (Hiline Mobility) response to our complaint was as expected for the most part, though the degree of what we believe to be their dishonesty is shocking! Every important aspect of their response twisted the truth. Anyone reviewing our complaint against Hieline might note that our principal motivation in making our complaint was/is to alert other potential Hieline customers of what we believe to be Hieline's fraudulent business practices in dealing with us. In their response to our complaint, Hieline outlined what they profess to be the philosophy of their business. In response to that comment, I would say they absolutely did not honor that philosophy in dealing with us. Nor can their handling in any way be termed a misunderstanding. We made immediate contact with them, including comments to the deliveryman, explaining that the chair was inoperable, and we followed that notification with several additional notifications, strongly requesting that they either deliver an operable chair or return our money. Quite frankly, we were/are willing to write off the $225.00 of which we were defrauded, so long as we can effectively alert others as to the manner in which we believe Hieline defrauded us. Hieline indicates there was absolutely no problem with the chair and that it would not have made any noise, which can be disproven. Additionally, it was a female at Hieline who, in response to one of my wife's calls about the chair not working, told us all of the good chairs had been rented and the one delivered to us had not been used in some time and had not been tested before delivery - the only honest statement made to us by a Hieline employee. We asked several times that they immediately either send an operable chair or return our $225.00, with which we would have gotten another chair elsewhere. Hieline knows well that in my complaint I mentioned not that I am a law enforcement officer, but that I was a law enforcement officer, which is true. It was no doubt my previous law enforcement experience which alerted me to the fact we were being defrauded and that Hieline had absolutely no plan to treat us fairly, which is precisely why I chose to take steps to prove my allegations at a later date, if necessary. We do hope that BBB makes our complaint available so that it can be reviewed by anyone who calls in asking for information about doing business with Hieline. At the same time, we will avail ourselves of other avenues to make our experience with Hieline available to anyone interested, such as through customer "reviews", etc. Given the probability customers at Hieline are frequently elderly and/or vulnerable and have their expenses covered by Medicaid, we will also bring our experience to the attention of Medicaid.

*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. ↩