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:03/03/2023

  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.

  Inland Medical Rehab, @ 2 years ago for over $2,000, sold me an electric power wheelchair. I am crippled. Age 72. Retired. While I was merely sitting in my chair, at home, the metal seat spontaneously broke off almost throwing me to the floor. I only weigh 160 lbs. I was not abusing the chair. I only use the chair in the home. I called Inland for help & repair. My chair was useless with no seat. It took a week for Inland to come to my house. They took the chair to their repair shop. They refused to give me a loaner. I had to scrounge for an old manual chair. That chair is very small and poorly designed. I AM IN CONSTANT PAIN in the manual chair. It is also dangerous (tipping, rolling away) when I transfer to bed, toilet, or chair. With NO communication, Inland has now kept my chair for over a month! I called to ask them whats going on. Their repair ************************, told me they have not received (not ordered?) a new metal chair assembly. The chair, after a month, had not been fixed. **** would not say WHEN it would be fixed. ***************** up on me when I tried to follow up with more questions. I just want my power chair back. Its over-$2,000 chair. Now useless. By their rules, ******** wont cover a new power chair purchase for another year. I feel Inland is incompetent. I feel they are engaging in Age Discrimination and Handicap discrimination. Their chair broke and is useless. They took the money. They are not fixing, backing, or returning my chair. I want my fixed chair back. I am in a lot of pain. Inland wont call me or even talk to me when I called that one time. If they are in membership with you they are giving you a very bad name. If theyre not in your membership they, nonetheless, need correction as an entity that has permission to do business with the public (by whatever jurisdiction has granted them a business license)License means qualified permission,or privilege. Right to abuse handicapped - old?

  Business Response

  Date: 03/06/2023

  ***,
  
  As you stated back in August 31, 2021 at 9:17am, via lots of emails going back and forth, you emailed "I will switch to a standard,non-electric, chair in my house."
  
  You ended the conversation, happy and supportive of what we had done.
  
  Now I am getting this email, that disheartens me,especially in light that even before communicating with me, you already filed a complaint with the BBB. You did not even give me chance to address your concerns!
  
  Per
  *************************
  Service Technician
  Team leader
  
  On approximately the 9th or 10th of February we received a call that the seat had broken on **************** power wheelchair.  We scheduled to and went to his home on February 15th.  When the technician discovered that the chair was unable to be repaired due to the seat post being broken and needing to be replaced, he brought the chair into our office. *********** was left to use his manual wheelchair.  The technician told ************ that a loaner power chair could be provided if available.  We received the quote to repair the chair on February 16th.  After speaking with ************, parts were ordered on 3/3 even though the ** has not been received and ************** patient balance has not been paid.
  
  During the phone call with ************, he was immediately rude, combative and threatening. Through his threatening and degrading comments I tried to explain that the repair process does take time. Parts need to be ordered and are taking longer than usual to get. And that if a suitable loaner became available we would provide one to him.  After several minutes of his combative comments I terminated the phone call.
  
  Therefore,
  
  1. Due to ******** requirements, me must obtain an ** from your MD before providing services.
  
  2. There is a backlog in manufacturing of parts, and in shipments of parts. That is true and we have no way to expedite. Factories are not producing as quickly as possible, due to lack of staff since Covid. (I have some items that I have been waiting 6 months for.) It is totally out of our control, and if you watch the news and are informed, it is all business suffering the same thing.  And I hope you are aware of the containers off sea with our products and lack of truckers to get materials and goods to us.
  
  3. From the time of getting the quote to your phone call has only been 11 business days. Everyone is prioritized, and parts get ordered when we get the prescription.
  
  4. In good faith, although you were threatening,degrading and combative to ****, he pre-ordered the part without a prescription.He did this on his own accord, without having to ask me, as we do try to go out of the way for our customers. This is not our normal course of business, as if I do not get the prescription, I have to assume a re-stock fee and shipping to return the item.
  
  5. In previous emails from 2021, you took this exact stance with us, it is not the right way to communicate with partners. And before having any verbal communication with me, you go directly to the BBB and the State Attorney, on past and present issues. It does not make for a friendly working relationship. Instead of just talking, you now have committed me to time loss to address these agencies, and **** also has time loss, which then reduces the time he has to take care of customers, take care of your paperwork and get the equipment you need.
  
  6. I am the COO/CFO/CCO and I have told all my staff,that if a person is rude, yelling, combative or threatening to them on the phone, they do not have to take it. It is not right how you treated my staff,and in all rights (after being kind and pre-ordering the part for you) I have given them the authority to hang up. If you are not cooperative, then it makes a lot of sense not to have a conversation, until you can calm down and treat my staff with respect. Then in turn, they will treat you equally the same.
  
  7. Having to wait a week for us to come to you house in ******* from ******* is not out of line. We schedule and make appointments with many customers who have their own issues, that we can not just drop to get to your chair. I do not think you would like if we did that to you.  We are not paid to come out and pick up or drop off chairs, we do it as a courtesy. You could have had someone bring the chair in to expedite the situation.
  
  8. It has not been a month yet, especially since your first email on the 3rd. You always have the right to call and inquire. Good communication goes both ways, please do not call and be rude, combative,threating and degrading. It really makes the conversation go sour.
  
  9. We do not make the rules of your insurance carrier, in your case ********. It is not "By their rules, ******** won't cover a new power chair purchase for another year," as you wrote in your email. It is 5 years from the original date of purchase. That is ********'s rules not ours. I wish I could do it sooner, but the ****************** has rules.
  
  10. We are not "incompetent, engaging in Age Discrimination and Handicap discrimination," as you stated in your email. That is an outright lie and I take great offense to that. We have been in business for 35 years, have an A+ BBB rating, and work with all ages of disabled people and diagnosis. Obviously we have done it right all this time.
  
  11. We will call, when we have the product and prescription,although you state, "Inland won't call me-or even talk to me when I called that one time." This is normal protocol to expedite patients receiving repairs and equipment. Again you are always free to call. And we did talk to you when you called, pre-ordered the product for you, and only after minutes of taking your abuse, listening to your combative and threatening nature, that my staff hung up on you. But we have done everything to help expedite the process.
  
  12. **** is not "having problems or overworked,"as you state. And he has not "made you (us) look terrible," as you state. He does not need a "sabbatical," as you wrote. Again, as noted above in several points, if you treat us the way you did, we do not have to take that harassment! In fact, when someone treats us in the most horrendous way like you have, Inland Medical has the right to refuse service. We are not required to take abuse, threatening and degrading comments, combativeness and the tone of your email. It is bullying and not in good fair practice.
  
  13. If you are not happy with us, you always have the right to go somewhere else for services. You are in no way contractually bound to us.
  
  I would appreciate it if you would be kinder, work with us, not against us, and know that we are working diligently to get things done.I would also appreciate if you would give fair time and open discussion without threatening, and following through it by making erroneous reports to the BBB and State Attorney.
  
  Sincerely,
  
  *******************************, CFO, Chief Compliance Officer
  Inland Medical & Rehab
  200 ***************************************************************: ************
  FAX: ************

  Customer Answer

  Date: 03/07/2023

       Dear *******,

   

       Re: my recent complaint.  Number above.

   

       I know you folks are benign mediators between business and customer.

   

      As such, with respect to my desires concerning my power wheelchair snag  you should know

   

       ALL I REALLY WANT IS MY REPAIRED POWER WHEELCHAIR RETURNED TO ME ASAP.

   

       No need to get complicated or fancy.  Im sure the vendor, Inland, would be agreeable to that resolution.

   

       I think theyre backed-up with repairs.  And I think that *******,  ****,  (who hung up on me when I tried to ask for my repaired chair back) is just stressed out.  Im sure there must be a lot of crippled Baby Boomers out there who need their power chairs fixed too.  It happens.

   

       In other words please just get Inland to fix my chair and return it to me.  Its going on two months.

   

       Thats all I want.  I know youll do a good job.  I appreciate your help.  I wasnt going to hire a private attorney to enforce my rights.  Being hung up on I just didnt know what else to do.  That was pretty traumatic.

   

       Thanks,

       ***************

        *************)

   

   

  Business Response

  Date: 03/13/2023

  Part has been ordered, even before getting RX from **. He will be taken care of.

  Customer Answer

  Date: 03/14/2023

   
  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.
  
  Sincerely,
  
  *******************