Complaints

This profile includes complaints for Lenox Medical Supply Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lenox Medical Supply Services

  1712 14th St NW Ste 3-2 Washington, DC 20009-4292

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  Lenox Medical Supply Services

  3696 Old Silver Hill Rd Suitland, MD 20746-3124

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:05/26/2023

  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.

  On April 27, 2023 I rented a travel scooter (on line) to be delivered to my hotel (*****************). It was delivered and used the following day. While using for the first time at the Museum  of ******* *******, half way through the museum, the scooter was stopping and starting until eventually it quit running entirely. Thankfully, I was there with my family and my son-in-law had to push me and the scooter back to the car. Upon returning to the hotel, I called the rental company and explained it was not working. Upon checking everything they said to check, they said the battery was dead and needed recharged. I explained to them it was our understanding the battery was good for 10-14 miles and it was estimated this had only lasted possibly 3 miles total and it created a very devastating experience when it quit like it did. The gentleman on the phone, rather than helping the situation, sarcastically asked "how could that have created a devastating experience ma'am?" I then requested to speak to someone else and told them to pick it up! I was not going to trust their equipment further. The rental was for 4 days and cost $152.28 only to be used and failing the one day,

  Business Response

  Date: 06/27/2023

  Thank you for your feedback. After carefully reviewing your complaint, I would like to point out a few details and ask a few questions to make an informed decision. Our record indicates that on 4/27/23 at approximately 10:15 am, you placed a same day reservation for a scooter to be delivered to the ****** *************************************. After you placed your order, we received a message to instead deliver the scooter at 2 pm to your hotel as this was around your check in time. Our driver arrived at your hotel at 1:47 pm and delivered the scooter. We did not hear from you until the very next day when you contacted us late in the day and we informed you that the issues you are describing indicates that your batteries needs to be recharged. 

  Please keep in mind that we offer two different weight classes of scooter and you booked the scooter with a weight capacity of 300lbs online (our less expensive option). Your online order states that your current weight is 245lbs and this means that the closer you are to the max weight of the scooter the less battery life you receive. So for example, an individual that weighs 150-180lbs typically will get 8-11 hours (or more) whereas individuals that are in the 250lb range will get much less usage out of the battery. 
  
  To ensure that I address your concerns in a fair manner, I would like to inquire about the following:
  
  1. The battery on the equipment you received, was replaced in April of 2023 as we do annually and it appears your battery died at towards the end of the day the following day. Did you charge the battery after using you scooter on the 27th? 
  
  2. How long did you use your battery the following before needing a recharge? Providing the time you started and the time it started expiring would be helpful. 
  
  I look forward to your response, thank you. 

  Customer Answer

  Date: 07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Nothing has been offered in this communication.  In response to Lenox Medical Supply Services questions as was requested, the scooter was used for approximately 3-3 1/2 hours max and was used on April 28th.  It was not recharged prior because we were told it was charged and would last.  
  
  Regards,
  
  *******************************