Complaints

This profile includes complaints for HME Home Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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HME Home Health has 5 locations, listed below.

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  HME Home Health

  130 4011 Viking Way Richmond, BC V6V 2K9

  
• 

  HME Home Health

  105 1875 Boxwood Rd Nanaimo, BC V9S 5X9

• 

  HME Home Health

  1484 Rupert St N North Vancouver, BC V7J 1E9

  
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  HME Home Health

  102 - 2657 Wilfert Rd Victoria, BC V9B 5Z3

  
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  HME Home Health

  104 3577 194 St Surrey, BC V3S 0L5

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:03/06/2025

  Type:Product 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.

  Had a trial mattress for approximately 2 weeks , mattress was comfortable so during that two week period they sent myself a invoice for the same mattress that was trialed. When I received new mattress and they took back trial they had myself sign for new mattress which was supposed to be same as trial . After one night of sleeping on it , the mattress was very different and not the same . Very uncomfortable and has to put cover under myself just to get a fair sleep next night . They at first said it would break in , in a week or two . Later that changed to a month or two ?In they're showroom there were two trial mattresses in which myself and friend tried . There was a definite difference between them as on suspended you and the other you sank to the bottom. I have been told by the sales person that they were both the same which is absolutely incorrect. I've offered to pay a restocking fee or whatever they feel comfortable with with no satisfactory reply . They keep insisting it's the same mattress but I slept on the trial for over two weeks and they are not the same .They keep saying that I signed a no return policy , I compare this to signing for a parcel when it comes to the door but when you open the parcel it's not what was ordered so you should be able to return it .They keep saying that that's the model number I ordered . I ordered that model number as that what invoice they sent saying it was what I had for trial and it's not . They also are saying both mattresses in the showroom were the same and they weren't.This mattress is sitting against my wall as I can not sleep in it as the trial one I got some great sleep.Signing anything should be void as the product is not the same and the model numbers are only numbers in this case . Comfort and comparability to trial mattress is key Thank you *** *******

  

  Business Response

  Date: 05/06/2025

  Hi there, 

  HME has been in touch with ****** ******* for a few weeks now, working with our sales *** to find the perfect fit for his mattress. A mattress was delivered on March 18th and we have been switching out foam inserts and ***ositioning them accordingly in attempts to find the best fit. He liked his equipment during his trial and that is why this product was selected. We have since reached out to the client and found a resolve. He is getting a refund for the mattress and paying a re-stocking fee so that we can get the mattress off of his hands. 

  Thanks.

  Customer Answer

  Date: 05/06/2025

   
  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,
  
  ****** *******

• Initial Complaint

  Date:30/08/2024

  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 have a power wheelchair That need 2 new motor put inn because the wheelchair was stop in and Shutting down The Technician order 1 motor for the right side motor Know the left motor is not working He should have order 2 motors No I can't go out or shop or goto ** apt The will knot give me a loaner to get around And thay say it will take 3 to 4 weeks to get the left side motor They should not leave a disabled person Stranded With no way of getting around outside My health is on the line because I have a L4 Back injury With sayatica nerve damage

  

  Business Response

  Date: 10/09/2024

  Thank you for reaching out and sharing your concerns. We understand how vital your power wheelchair is for your daily mobility and the significant impact its current issues are having on you.
  One of our HME sales managers ********************* has contacted you, and we have resolved the issue internally. We are committed to getting this fixed as quickly as possible and appreciate your patience during this process.
  If there is anything else you need or if you have additional concerns, please dont hesitate to reach out. Were here to help.

• Initial Complaint

  Date:11/10/2022

  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.

  My husband has a stroke January 2021. He needs an adjustable bed. As recommended by the occupational therapist, I ordered a double adjustable bed in August 2021. But the bed is too big to be delivered upstairs to the bedroom , so the salesman advised that I could get 2 single adjustable bed instead. So I did. When they delivered it on August 6, which is a Friday, only one bed came, 2 technicians showed up. The more experienced technician showed the other one how to set up the bed and promised the second bed will be delivered on Monday .
  By Monday the second bed came and the less experienced technician set up the bed. The foot board was set upside down, I mentioned it to him.
  March 2022, the hook of the control of the second bed fell off due to not enough room to allow it to move up when the bed goes up. I called and talked to several people, finally a sales manager helped me and told me that the part has 1 year warranty and I could pick it up in the store when it arrived from Toronto. That way I could avoid the house call fee. I asked if it could be mailed to my home instead because I cannot leave my husband, he said ok and he even said he will show me how to plug it in through ********. By June, the part has not arrived , so I called HME again, first they said they could not find the notes on my file, afterwards they said they found it but there is no details nor the name of the manager. Later, they said the parts is not covered and I have to pay for it. On September 30th, we roll the bed out to do dusting and mopping the floor. I found that the left leg of the head of the bed is bend and the screw is missing. So I called HME again, and told them they did not install the bed right in the first place and should fix it. I talked to the manager Shannon who said it’s a wear and tear and is after warranty and I have to pay. The bed set up by the experienced tech works fine but not the second one. HME should take the responsibility to fix their own mistakes .

  

  Business Response

  Date: 14/11/2022

  Hi ****, thank you for reaching out and providing us with feedback. We’re more than happy to book one of our service technicians to have a look at your hospital bed, however, there will be a service fee applied to this as this service would take place outside of its 6-month labour warranty.
  
   
  
  According to our records, the first bed was delivered on July 2nd, 2021, and the second bed on July 5th, 2021. Our team received a phone call from you in May 2022 and informed you that the hospital bed was already out of its 6-month warranty and we would have to charge a labour fee for a service visit.
  
   
  
  On June 2nd, there was an additional phone call that we received from you where our Inside Sales Lead assisted you in arranging photos of the problem area which was the back of the hand pendant (remote) of the hospital bed that had the hanging clip broken off. From here, our Inside Sales Lead processed a quote with our manufacturer, and they informed us that the replacement for a hand pendant would not be covered by the hospital bed’s 6-month warranty as it was already past the original service inquiry in May 2022 and that there would be a charge for the new hand pendant.
  
   
  
  On June 30th, the situation was escalated to our Manager of Purchasing & Client Services, Shannon who reiterated that we could assist in this repair, but we would still be charging for both labour and the new replacement hand pendant if we were to proceed.
  
   
  
  If you would like to proceed with the replacement of the hand pendant, please contact Shannon directly at (604) 374-1666 or our Richmond location at (604) 821-0075.

  Customer Answer

  Date: 15/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the bend bed leg due to the missing screw when installed was not addressed. HME should take fully responsibility of their workmanship. It is not a wear and tear issue or warranty issue. Is they did not do it right.
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 16/11/2022

  Hi ****,
  
  

  Thank you for your response. As the initial complaint for the hospital
  bed was over a year from the date of delivery any kind of service by our team
  will include a labour charge. Our team is available to help resolve this issue,
  but we will need to still charge our labour fee for any service work.
  
  If you would like to book a service time with our team, please contact
  us at 1 (844) 821-0075 or contact our manager Shannon at (604) 374-1666.
  
  

  Thank you.

  Customer Answer

  Date: 16/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:as previously mentioned, this is an installation mistake. A screw is missing, causing the bed of the leg to bend, and HME should fix it for free. It is a matter of principle and business ethics. Please refer to the photo attached.
  
  
  
  
  Sincerely,
  
  ca
  
  **** *****