ComplaintsforJourney Health & Lifestyle

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a lithium battery for my Solax scooter on 4/26/24 (order #PH109372) . I also ordered a battery charger which was promptly delivered. They charged my credit card as soon as the order was placed. After a couple of weeks I called for an update and was informed the battery was on back order and said it should be a couple of weeks. Nothing happened so in early June I called again to be told some were due to arrive in late June. It is now 8 July and I have been trying to call for the last 6 hours and only getting a busy signal. My wife finally got them to answer and was put on hold for 30 minutes before they finally hung up on her. They show very poor business practices.

  Business response

  07/11/2024

  *********************
  Thank you for contacting us about the challenges you experienced with the delay in delivery of your So Lite Scooter battery. Unfortunately, the batteries have been on back order and the shipment we were expecting had not been delivered. When you called in to ***************** we were giving you the updates we had at that time.Your battery has shipped and according to *** you have an estimate delivery date on 7/17/24, and I have emailed you the tracking number. We are truly sorry for the delay and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Journey So Lite S1 mobility scooter two years ago. It has only been used during vacations. During a trip to *************, I found that it stopped accelerating. I reported this to Journey and was referred to their service provider who failed to contact me for three days. When I returned home, I called again and spoke to several representatives at Journey who went through troubleshooting steps that were inconclusive. One suggested the problem might be the motor which could be replaced, but was not in stock. They then suggested I buy a new scooter at a discount. I had a mechanic look at the scooter who felt the problem was the throttle. He called Journey to inquire about ordering parts, was placed on hold for 45 minutes and then was disconnected. On a separate date, he call, was on hold for more than an hour and was promised a call back which never came, Each time I called customer service the only remedy they offered was for me to buy a new scooter.

  Business response

  07/08/2024

  *****************************
  Thank you for contacting us about the challenges you are experiencing with your So Lite Mobility Scooter. I apologize this took so long to resolve and appreciate your patience while I reviewed the situation. We truly appreciate your feedback so that we can learn and make changes as needed. When we spoke, I had our technician try to reach out to your technician and unfortunately, they were not able to connect. At this time, an agreement was made for another unit to be sent to you that is scheduled to arrive on July 9th. It was a pleasure speaking with you and if you have any questions, please contact our customer service team at ************.
  

  Customer response

  07/14/2024

  [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,
  
  *****************************
  
  
  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Zoomer chair. The company acknowledges it was returned within the 30-day refund period, in perfect condition. They have promised a refund for 11 months. It always gets "lost in the mail." Avoid these people. Considering the other reviews this company has here at the BBB, law enforcement or the fraud department at the ************************* should get involved.

  Business response

  06/26/2024

  *****************
  Thank you for contacting Journey Health & Lifestyle about the order you placed on 2/15/2023. After reviewing your account, we show a refund was initiated by our Accounting Team to the credit card on file on 3/16/2023 and was confirmed for settlement by the bank on 3/17/23. We appreciate your feedback about receiving the incorrect information the first time you called and spoke with our customer service representative and are truly sorry for this inconvenience. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A Journey So-lite Mobility scooter was purchased by me on March 15, 2024 for $2213.90 paid by credit care via the phone. We received the scooter and immediately had problems charging it.After placing several calls to customer support, we were able to get the scooter charged and used it once. We do not use the scooter daily. However, we charged 2 days before for an appointment on May 8, 2024 and loaded the scooter up. When we tried to use it, it wouldn't go because it said the charge was low. We called the company on May 22nd and spoke to ********. She said the replacement would be in at the company on June 7, they'd test it and send to us in 7-14 days. On June 7th, spoke to ***** and told it was still on back order and would be the end of June or beginning of July. I asked to speak to a supervisor and was told none was available but one would call me back. No one ever called back. I called again today several times and was put on hold every time for up to 30 minutes. Finally spoke to someone named ****** who was to get a mobility expert and put on hold again, but no one ever picked up. We are very upset about the level of non-service we've received and don't see a solution--timely or otherwise in sight. Please help us resolve this issue. At best we'd like to return the product and get a refund. At the least, we want a replacement battery so that we can use this scooter so my olderly sister can get around. ***********************

  Business response

  07/03/2024

  ***********************
  Thank you for choosing Journey Health & Lifestyle for the purchase of your So Lite Mobility Scooter.  We are so very sorry youve experienced a delay on your battery order as it has been on back order. We did not receive the order that we were expecting and are so sorry nobody reached out to you with that update. There is a battery shipping today to the address we have on file for you. Please accept our apologies for the inconvenience your sister has experienced not being able to use her So Lite Scooter.
  
  

  Customer response

  07/03/2024

  [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,
  
  ***********************
  
  
  
  

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The bolts broke that connect the arm rests to the zoomer chair. I ordered replacement parts in March of 2024 and was charged $72. I made several calls to be told shipping was held up and some parts were back ordered until June. After numerous calls and emails we received some parts that were the wrong ones. Now Im being told to send them back at my expense I just want the correct parts and or my $72 back. Chair is nice but customer service for replacement parts is an ongoing nightmare

  Customer response

  06/17/2024

  We ordered replacement parts over the phone with customer service back on *******. Our credit card was charged but we never received the parts. I contacted customer service several times and was told some of the parts were on backorder and some were being mailed out. I ended up receiving a phone holder for an UP ****** which we don't even own. We have a Journey Zoomer chair. I called to follow up and was told the hardware was still on backorder. 2 months later we received some random screws that aren't even close to the parts we need and were told we'd have to pay to ship them back. We are requesting a full refund or the correct parts be shipped. I love my Zoomer chair and would like to be able to use it but the customer service for parts has major issues.

  Business response

  06/26/2024

  ***************************
  Thank you for contacting Journey Health &Lifestyle about the challenges with your order for Zoomer parts. Please accept our apologies for receiving the wrong items. We have placed a new order for the correct parts and have also included a kit of hardware for the chair at no charge and do not require you to send any of the incorrect parts back to us. We are truly sorry for the inconvenience this has caused and value your business. if you have any further questions, please contact our **************** Team at ************.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order a ****** from this company "Journey and Lifestyle"As soon as I paid for it found out brother in law who lives out of state ended up in hospital and will need wheelchair. I sent them an email back the same day and as well the next day so it wouldn't get delivered as this person will be unable to send it back due to size and weight of box. I also called and spoke with ******** and she put me on hold and said we will refund your money. 4 days later they sent me an email. "Today" your item as been shipped! And they had made this difficult for me not refunded the money and knows I cannot send it back. Unfortunately I notice they have a alot of negative reviews how they handle similar to me. I can't return this item and expect my refund of ******. They just made this difficult on their part as I was glad it wasn't sent because of the situation. If it hasn't shipped then you're in luck. Asking full refund and ps. Noone will answer today's email I send

  Business response

  06/27/2024

  *************************
  Thank you for contacting us about the challenges you have experienced with your order. In reviewing the account, I show that you received a refund to the credit card on file on 6/20/2024. We truly appreciate your feedback so that we can learn and make changes as needed, and we appreciate your patience while we resolved this issue.  If you have any further questions, please contact our CS Team at ************.

  Customer response

  06/27/2024

  [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,
  
  *************************
  
  
  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sister purchased a Zoomer motorized wheelchair a couple years ago. She moved to assisted living facility, and the power cord and joystick were lost in the move. We have had an order in place for 5 months PO #PH103279. We call every month, and told on back order, one in stock but not the other.and nothing ever ships. My sister is limited ,and has to have help to get her around, they $3000.00 chair was helpful..now she cant use it..it a big a** paperweight now. Very upset. I suggest they take a chair instock, and take off the power cord and joystick and ship it out!

  Business response

  06/26/2024

  *******************

  Thank you for contacting us about the challenges you are experiencing with receiving your back ordered parts. In speaking with you I realized the last order went to the wrong address and a new order has been placed along with a free battery.  We truly appreciate your feedback so that we can learn and make changes as needed. We are truly sorry for the inconvenience you and your sister have experienced and value your business.  If you have any further questions, please contact our CS Team at ************.
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter purchased for me, using my Mastercard, an UPWALKER Premium Lite for $645.00 through Amazon on March 16, 2023. Still under warranty by my understanding. Serial number *********. The left brake snapped off completely. Journey UPWALKER sent me parts but won't pay for it to be fixed. Missing a little silver part also. Got me in touch with company called WSR which wants to charge me $220.00 to send a technician out to repair. I do not feel that I should have to pay cost of repair. It could also cost more than that if it needs other parts.

  Business response

  06/13/2024

  *****************************

  Thank you for contacting Journey Health &Lifestyle, about your Up ****** Premium Lite order you purchased from Amazon on March 16,2023. When we spoke, it is my understanding that you have moved since you filed this complaint, and you know longer have your Up ****** Premium Lite. It was a pleasure speaking with you and resolving this issue. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been unable to get the correct receipt for the grey Upwalker Premium Lite that was purchased & paid for by *************************** in December 2022, we need the company name, address, zip code, a good telephone ************* I.D. number to be able to submit receipt to Humana for reimbursement thanks *************************** PLEASE HELP

  Business response

  06/13/2024

  *************************

  Thank you for contacting Journey Health & Lifestyle in reference to the Up ****** Premium Lite you purchased from the Up ****** Company in December 2022. We acquired the Up ****** in February 2023 and don't have a copy of your order. In speaking with you and your wife, I found you are very happy with your Up ****** but need to replace the seat. I ordered the seat for you, and it will ship on Monday. If you have any further questions, please contact our CS Team at ************.

  Customer response

  06/13/2024

  [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,
  
  *************************
  
  
  
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Journey ************** for my bed-ridden 87-year-old-father on April 12, 2024. My dad cannot get out of bed without assistance, and this bed was supposed to help him, my elderly mother, and our home health care providers get him safely out of bed and to the bathroom. Unfortunately, the bed was delivered without the corresponding mattress and with a tear in the cover that is supposed to surround the mattress and which is a non-removable part of the bed. Without the correct mattress, the bed does not function as intended. We immediately called the retailerEndure Wellness--to let them know that we did not receive the mattress and informed them about the damage to the integrated mattress cover. When we did not hear back from the retailer, we contacted the manufacturerJourney Health and Lifestyle. We were told the matter would be investigated. It is now May 24, and we still do not have a usable bed. It has been weeks since we have heard anything from the retailer or the manufacturer. The retailer claims that resolution of the problem is solely the responsibility of the manufacturer, who shipped the bed to us. The only information we ever received from either party was when we called or emailed them--they have not once reached out to us. When we last called, we were told that a replacement bed would be shipped to us by the manufacturer, but that was weeks ago and no bed has been delivered. My father has now fallen twice while trying to get out of bed to go to the bathroom. That would not have happened if we had the bed we paid for but did not receive. This appears not to be a reputable company. They owe us a bed NOW or a full refund NOW.

  Business response

  06/05/2024

  *********************

  Thank you for contacting Journey Health and Lifestyle about the delay in delivery of your Upbed. We are truly sorry for the inconvenience. It was a pleasure speaking with you and your mother. I've confirmed the bed was delivered Monday and called your mom back today and everything is working fine. Again, I apologize for the delay and if you need any further assistance, please contact our customer service at ************.

*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. ↩