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:07/25/2022

  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.

  I purchased a ***** ******** **** ***** scooter from Advanced Medical Home Supplies in October of 2019. I am a disabled vet who has been diagnosed with *********** *******. This scooter would have helped with safety as well as getting around.
  
  After about a year, sometimes when I would sit on the scooter and turn on the key, the scooter would just take off, putting me in a very dangerous situation.
  After contacting Advanced Home Medical Supplies, then a third party ***** *********** ******* ***********, and then ***** *********** *tself, the problem has not been resolved. I rely on this scooter immensely, especially at night.
  
  It's obvious no one wants to take accountability or responsibility for this problem. Perhaps this is a defective scooter, what about replacing this scooter??? I have been patient with Advanced Home Medical Supplies, but I desperately need this resolved. It's a constant runaround, who do I turn to next?? The expense, frustration, and possible harm to me has become overwhelming.

  Business Response

  Date: 07/26/2022

  Hello -

  Client purchased this unit from us on 10/14/19. At some point, repairs were done by another company on the unit and client was charges by the other company. The client did not purchase an extended warranty which would have covered the labor for repair.

  Further, per what the client told me,  the other company charged for the parts as well. The parts would have been covered at no charge under the warranty that the unit came with. I can not comment on why or what, or be faulted by, what another company did/does.

  Client is now having an issue with unit again and I told them on 7/18/2022, we are happy to work on the unit and parts would be covered under warranty although the labor would not be.  Client stated they would get back to me. I went ahead and ordered the parts for them so if they decided to have us do this, parts would already be here and avoid further delay. I have not heard back from client until this complaint . So, I understand the client being upset, however we have not done anything since the purchase to the unit and we were willing to do the repair if they made the choice to have us do so. I have the parts sitting here ready and waiting. We would only need to schedule our technician to come in.

   

  Sandy
  
  

  Customer Answer

  Date: 07/31/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  What is an issue for me is Sandy from Advanced Home Medical referred us to *** for repair because they couldn't tell me when their technician was going to come in or for how long they would have my scooter.  I was not offered a scooter for the amount of time i would be without it, and even though it could be dangerous because it sometimes just takes off on me, I have become very dependent on it.

  I have spoken to Sandy since my complaint, even inquiring about trade ins vs the cost of a new one. Apparently, they have the parts which are covered under warranty but will charge us for labor. Again, when would the technician come in to do this.

  I have also contacted *** and am waiting for their response. After all this time and money spent, no one is willing to make any type of adjustment in our favor.  It's difficult for me and my wife to transport the scooter for repair, and initially we were told he would come to our home.  Would truly like to resolve this asap.

  
  
  Sincerely,
  
  
  
  **** *************

   

  Business Response

  Date: 08/03/2022

  The unit has been fixed

  Customer Answer

  Date: 08/03/2022

  
  
  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,
  
  
  
  **** *************