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:05/21/2025

  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.

  Received on 3-22-25. Drove around driveway-ok. 1st used 4-15-25, concrete, carpet. It would go ok then it would loose power & hesitate then go. timing was very short & random. About 4 blocks in ****************. Did not think about it until 5-1-25 at **********, same problems. Contacted Journey in a few days. To buy I got a human quickly, all other calls -auto mach. that is very hard to get to some one. Over 2+ weeks I called about a dozen times, talked to 6 people that I remember maybe more. I was put on hold, transferred, hung up on, & more. I was told their tech. would help then they admitted they don't have techs. Told to call *************, had about 45 min "chat" with ***** ****** told her every detail & then some. Finally ******* said the Mgr. would talk to me, said i could get new one, they would send ****** would use the box to send one back. I offered to buy a box but he said no. no shipment call or e-mail (never anything in writing) gave ****** in shipping authorization # ***** gave me. On ****** looked for help-Cons. ******. Agency in ********. got another "chat", the questions sounded familiar finally saw the name ***** ******. Last I talked to ***** was 5-9-25 for a BLUE scooter. On 5-20-25 came home to find a box from Journey with a check for a RED scooter. did not open. My ******** both have a lot of health problems, many are the reason I am so upset. I have 45 health diag. on portal. More not as things done at diff hospitals ******* shattered ankle with a ***** brake, 3-3-11 total knee ***** a few on portal Rheumatoid -Osteo Arth. Diabetes, Alzheimer's, Autoimmune Disease, Aortic valve replacement, pace maker, Chronic kidney dis., Monoplegia of lower extremity Endocarditis of Prosthetic valve. People I talked to, some several times. *******, Normandy, ******, ******* ****** ***** ******. After walking & standing very long I get like a water blister on rt, shin. Saw Dr. ******* ****** with one 5-19-25, to see Dr ******* for wound care.

  Customer Answer

  Date: 05/21/2025

  I sent an e-mail with the full description but not being good with the computer & could not get the pictures of my right shin as an attachment so I sent this separate complaint . The pictures show my right shin, it was taken on May 19, 2025. I had an appointment with General Pract. Dr. ******* ****** in **********, she sent a sample for a culture & recommended going to **** ******* in ***************** I called for an appt. & will get a call back when they receive the results. I have this problem when I walk & stand to long. I have never had one this bad before.

  Business Response

  Date: 05/21/2025

  Thank you for contacting us about the challenges you are experiencing with your So Lite Scooter. We value your business, and our goal is to make sure that you are satisfied with the purchase you made.  We truly appreciate your feedback so that we can learn and make changes as needed.Upon receipt of the Red Scooter back to our warehouse you will receive a full refund. I apologize this took so long to resolve and appreciate your patience. If you have any further questions, please contact our CS Team at ************.
  

  Customer Answer

  Date: 05/22/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  *** ********
  
  
  
  

  Customer Answer

  Date: 05/22/2025

  My name is *** ******** I live at ********************************************************************** & am happy to tell you the complaint with Journey Solutions & my self has verbally been resolved.   I talked to a lady named ***** & she agreed to refund my entire purchase price, Fex X will pick up the unopened red scooter they just sent, & I could keep , donate, or throw away the blue scooter tht needs repair.  I offered to purchase , insure, & pay shipping to return it.  She said no do what I wanted with it.  Per ******* instructions  I have placed the box on my porch (my wife & I will keep an eye on it) so Fed x can pick it up between 12:00 & 4:00 on 5-22-25.  It is my understanding my refund will be credited to the credit card we used to purchase the product.

  Thank you for the great support you gave to get a happy ending. 

  *** ********

  
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  *** ********
  
  
  
  

• Initial Complaint

  Date:03/04/2025

  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.

  I never asked for or requested this information or to join this "club". I was enrolled purely at their doing.Fit-journey. They have taken out 2 months so far.

  Business Response

  Date: 03/05/2025

  Thank you for contacting Journey Health and Lifestyle. I researched your complaint and found that you have the wrong company. I believe your complaint is with FitJourney it's a home fitness app on the internet. Journey Health and Lifestyle has nothing to do with this app.

• Initial Complaint

  Date:02/11/2025

  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.

  I ordered a sleep chair for roughly $1,750 from Journey Health & Lifestyle (JHC). The following day I cancelled the order after remembering that it would need to be moved to another home in the near future as I am selling my home. I was told that my money would be refunded in 14 days. After 14 days the money had not been credited to my credit card so I filed a dispute with ********. In the meantime, I received a "free" ****** in the mail from ***. After filing the dispute, the credit card company informed me that they had contacted *** and were told that *** would need to receive the "free" ****** back before they would refund the money. I called *** and asked them them how they would like me to return the ******. They gave me an RMA number and asked me to write the number on the box and set the box on the front porch and ***** would pick it up the following day. After a no-show from *****, I called *** and was told that I did not need to return the ****** as it was "free". I asked them when they would be refunding my credit card and was told that I would need to contact my credit card company since the charge was disputed. I informed them that I had already done this and the credit card company was told by *** that the ****** would need to be returned. They again said that the ****** was "free" and did not need to be returned. I have called the credit card company again and explained all of this situation and was told that they will look into it. This company is a scam. They are playing games with old folks like me and taking advantage of seniors. I am waiting to find out what the new story is from the credit card company. Buyer be aware, do not do business with this company.

  Business Response

  Date: 02/14/2025

  Thank you for contacting Journey Health and Lifestyle about not receiving youre refund in a timely manner.First let me apologize for the confusion and delay in receiving your refund.  Once you file a credit card dispute with your banking institution that stops the refund process. Unfortunately, disputes take longer, but I see this has been resolved. I hope you are enjoying the gift we sent you and if you have any additional questions, please contact our CS Team at ************. 

• Initial Complaint

  Date:01/31/2025

  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.

  My Grandparents purchased a Zoomer motorized wheel chair from Journey through ******. When it arrived it did not work. Meaning there is no way to charge the unit so it is unusable. When you plug it in, the charger does not charge. I believe it is a wiring issue. They tried to return it through amazon within *************************************************************************************** a box. My grandparents are 96 years old and do not have the capacity to package it. The 30 day return window expired so I have been trying to get the company to fixe it or replace it with a new unit. They have not been able to help me. They referred me to call their dealers and there are none in the area and the mobile techs have no one in our area. My grandparents have not way of getting around without a motorized chair and would just like the company to honor their product and either fix it or exchange it with a new working unit. If that cannot be done, then refund their money so they can replace it. My grandparents name is ****** and ***** *******. I have given all of the information to the company and it is yielded no results. The company's name is Journey Health & Lifestyle Brands Their customer service number is **************

  Business Response

  Date: 02/03/2025

  Thank you for contacting Journey Health and Lifestyle about your Grandparents Zoomer they purchased from ******. Im sorry Journey has no record of the transaction, and it sounds like *** would have taken it if it were in a box.
   We can certainly send you a new charger or if you feel it is a wiring issue we would be happy to have a representative reach out and troubleshoot that with you. Im not sure if you reached our customer service as the number you provided in this complaint, is not ours. If you have any additional questions, please contact our CS Team at ************. 
   
  
  

• Initial Complaint

  Date:01/28/2025

  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.

  Purchased: 12/27/2024 Paid: $2,187.31 Journey Health & Lifestyle committed to a soft chair that fit my frame Dispute: The product was a complete misrepresentation because I ask for an extra soft sleep chair as I am having back surgery soon. The chair that came in was much larger than advertised, and much harder than I was told. No paperwork was given with the chair such as bill of sale, manual or return instructions. ******** was not mentioned as well. ***** the manager I talked with would not accept my request to return the chair. The only paper work I received was from the delivery man for me to sign so he could get paid. Once they found out there was no paperwork they did mail a bill of sale and manual. I received the bill of sale but still waiting on the manual. When the chair was delivered 1/13/2025. I called 1/14/2025 and I was told I would get a followup call. I never received that call and had to call three times before talking so someone.Journey Health & Lifestyle has refused to resolve the problem.

  Business Response

  Date: 01/29/2025

  Thank you for contacting Journey Health and Lifestyle about your Perfect Sleep Chair not fitting your frame. We carry two size chairs: a Petite chair, and a full-size chair. According to the height and weight you gave us the chair you purchased would be appropriate for your frame as the Petite chair would have been too small. During our conversation you said the previous chair you used didnt work electronically so I understand it will take a little getting used too. When you mentioned it wasnt comfortable I asked you about the location of the lumbar pillow and you stated it was sitting in another chair. We did send you a bill of sale when you contacted us and when we spoke on 1/27/2025 you stated you didnt have a manual, and I put one in the mail to you that day. The manuals come in the pocket of the chair, and I told you the delivery team may have thrown it away with the packing by accident. You said your wife signed off that you received the chair, and it was in good working order while the other gentleman was showing you how to use it. When you mentioned you couldnt move it, I asked if the team placed the chair where you wanted it to sit and you told me they did.  I encouraged you to start using the chair with the lumbar pillow in the proper position so you could get used to it before your surgery. You said you hadnt used it and were not interested. Once the Perfect Sleep Chairs are delivered and everything is in good working order, they are not refundable. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  Date:12/14/2024

  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.

  This company kept almost $1000 of my refund. The chair was delivered with a rip in it. The driver took a picture and we took a picture and the driver said he would return the product since we refuse it. They also kept the tax money I paid for the chair which theyll get back from the state since I returned it. I believe this is illegal. The chair was never in my house and was delivered damaged. We never took possession.

  Business Response

  Date: 12/17/2024

  Thank you for contacting Journey Health and Lifestyle about the Sleep Chair you purchased being damaged at delivery. After reviewing your account, I found you should have received a full refund. We truly apologize for charging you a restocking fee of $856.00. This amount will be refunded immediately to the card on file. Thank you for bringing this to our attention. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  Date:12/06/2024

  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.

  I purchase a lift chair with a 5 year warranty from Journey Lifestyles on March 15, 2024. The foot lift quit working within maybe 6 weeks. After many phone calls and a lengthy wait for a 3rd party repairman to report on the chairs condition a second chair was delivered to me. The foot lift quit working within less than 3 weeks. **************** was surly. They blamed me-an 81 yo woman -for somehow damaging the chair. Which I did not. Then they said the lymphedema in my legs put undue stress on the motor and that I broke the chair. The claim is offensive and untrue. The 3rd party repairman said the mechanics inside the chair were obviously damaged during the manufacturing process. It was shoddily built. Nuts were rounded off during manufacture and he was unable to effect a repair, even with the replacement parts Journey Lifestyle had sent. Journey Lifestyle customer service has informed me that they will not replace or refund the chair. They tell me they are crediting my **** card for $1000 and washing their hands of me and their chair. I informed them that this was an unacceptable solution as the chair is supposedly under warranty. I have, just moments ago, written a letter to the executive chairman, director, and CEO of the company.

  Business Response

  Date: 12/16/2024

  Thank you for contacting Journey Health and Lifestyle about the issues youve been experiencing with your Sleep Chair that we replaced. We believe the best option is to refund you in full so you may shop for a chair that would be a better fit for you.
  We appreciate your patience and value your business. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  Date:11/07/2024

  Type:Customer Service 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 ordered a scooter and extra battery August 26, 2024. They originally told me that I ordered a seat, which was not correct. They told me to keep the seat. I have been trying to get my extra battery and have called multiple times regarding the battery. They keep providing excuses and saying it is on backorder.  Also, the scooter that I have now has a bad battery as well.  They are aware of this.

  Business Response

  Date: 11/07/2024

  Thank you for contacting Journey Health and Lifestyle about your Journey Adventure Scooter. After looking at your account I found the battery that was on back order had arrived at your location today. In speaking with you I learned you have also been working with one of our **************** Representatives and he will be checking back with you on Monday 11/11/24. I appreciate your patience while we work through the resolution with you.  If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  Date:10/29/2024

  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.

  Bought journey air wheel chair, sept.25 they shipped without battery. So couldnt use chair. Finally got battery, charged it i got to use it few days when it stopped working called trouble shooting 10/24 they advised rear wheel trouble. And said it would be couple hundred dollars to fix but warrenty wont cover it. Im not paying for repairs on this when the warrenty should cover all repair cost. The chair is supposed to be new. I just want refund. This is only mode of movement i have im confind to this chair and it has been a constant pain since i purchased it. Ive tried since the 24th of oct. To reach them for refund but calls dont get answed. Can you please help me with this. I need a whhel chair that will work

  Business Response

  Date: 10/29/2024

  Thank you for reaching out to Journey Health & Lifestyle about the challenges you have been experiencing with your Journey Air. After reviewing your account, we will be sending you a new chair. It was a pleasure speaking with you today and I apologize this was not taken care of sooner. I will follow back up with you once you receive your new Journey Air. If you have any further questions, please contact our CS team at ************.
  

• Initial Complaint

  Date:09/23/2024

  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.

  I had ordered a Perfect 3 in 1 Sleeper Chair and was happy with the purchase so I tried to order another for my husband. Once it was delivered the model was completely different. The business has been giving my the runaround regarding a replacement or refund for the product

  Business Response

  Date: 09/27/2024

  Thank you for contacting Journey Health and Lifestyle about your Perfect Sleep Chair. It was a pleasure speaking with you today and after looking at your Perfect Sleep Chair order from 2023 we realized you did not receive the same Microluxe fabric you requested on your current order. As we discussed Im sending you a swatch of the current fabric for your approval and a replacement chair. Please except our apologies for ordering the wrong fabric and if you have any questions, please call our customer service team at ************.