Complaints

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• Initial Complaint

  Date:20/06/2025

  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.

  June 11 2025 Rent a lightweight wheelchair with the assurance that if the Voguers (LTC) would not be able to anchor and secure the wheelchair then I could return the wheelchair with full refund. When I returned the wheelchair because it couldn't be secured on the Voguers van I was only offered half of the amount of the rental cost. I felt this company did not fulfil it's verbal agreement and told them to kept the money. Wish to advise the public the this company is not a company of their word.Was prepared to do further business with them until this issue.

  

  Business Response

  Date: 26/06/2025

  06/26/25 – Complaint ID 23496037
  
  On June 12, 2025 the transport wheelchair was rented from our
  store at 8:30 am.  The client returned
  the transport wheelchair on June 19, 2025 around 5:00 pm stating that the transport
  wheelchair could not be secured by voyager.  We offered to exchange the transport wheelchair
  for a larger manual wheelchair but the customer declined and requested a refund
  of the original rental amount, which was $55.00 for the rental and a $5.00
  sanitization fee.  Our return policy
  states that rental fee(s) and the sanitization fee(s) are not refundable.  In good faith, we offered the client a refund
  of $25.00, the original monthly rental fee of $55.00 less the weekly rental fee
  of $30.00 as the client had the equipment for 8 days.  The customer left our store saying to never
  mind the refund she didn't want it.  One of the people that was with her, went
  out to speak with the client and to get her debit card so we could process the
  refund but returned into our store and told us that she the client was having a
  bad day and not to worry about the refund.
  That was the last we heard from the client until receiving the
  email regarding her complaint.  In
  reviewing our rental and refund policies and procedures, we are ensuring that
  our rental conditions are made available and signed by the customer and that
  our refund is clearly stated on all invoices/receipts.
  In reviewing this transaction, I have found that the rental agreement
  was completed but not signed by the client in our error.  Therefore, we would like to offer a refund to
  the client in the amount of $60.00.
  I will contact the client upon receiving your feedback concerning
  this complaint.  I can be reached at
  519-657-1032 should you require any additional information.
  
  Rob Ward
  Manager
  Precision Home Medical Equipment

  Customer Answer

  Date: 01/07/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23496037, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Anne Steele