Complaints

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

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• 

  Hoveround Corporation

  6015 31st St E Ste 201 Bradenton, FL 34203-5317

• 

  Hoveround Corp

  6300 Limousine Dr STE 118 Raleigh, NC 27617-1853

• 

  Hoveround Corporation

  307 Treeworth Blvd Broadview Heights, OH 44147

• 

  Hoveround Corp

  12155 Cutten Rd Ste 205 Houston, TX 77066

• 

  Hoveround Corporation

  4913 Chastain Ave # 33 Charlotte, NC 28217

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:07/21/2023

  Type:Product 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 brother *********************** died on Memorial day of this year. He lived in ****** ****. He put a down payment on one of your Hoverounds. The first time I called the company (***********) I was told that they would be sending me a refund check for $1273.94. I thought that would help pay for is funeral. I did not hear from then again for a few more weeks. I then called them and they were very unsure if they should talk to me and said they would get back to me. Here it is July, I called again and they again said they would call me back, but no one had. I would like to resolve this and get on with my life. I am 82 years old and don't think I deserve this kind of treatment. I would like to know where I go from here. Thank you for your attention. *************************.

  Business Response

  Date: 07/21/2023

  Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.

• Initial Complaint

  Date:07/17/2023

  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.

  I have paid for repair and parts for my wheel chair but the company keeps putting off coming to my home to actually do the repairs I have already paid for. I have called multiple times but they keep giving one excuse after another and it takes half an hour to get anyone on the phone.

  Business Response

  Date: 07/31/2023

  Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.

• Initial Complaint

  Date:07/17/2023

  Type:Sales and Advertising 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 been dealing with Hoveround since January 2023 to get repairs made to my motorized wheelchair because it is very slow moving & made gloud grinding noises. Hoveround said I was due for new ****************** & a tech would call to make an appointment to come to my home to fix it. After 2 weeks, there was no call. I called & Hoveround said I had to pay $180 for my copay before they would schedule. I paid this. March 22, 2023, the tech comes & replaces batteries & 3 of 4 caster wheels. He said he needed to order the 4th one. He did not change the motors. He said they didn't need replaced. When I asked him what would make the chair slow, he said bad motors would do that, but yet he left without changing them. I called Hoveround & told them I wanted the motors my ************* paid for. When the caster wheel came in, Hoveround called & said I owed them $37 before they would come back & put in the motors and wheel. When the tech returned to work on the chair, he had a real bad attitude. He hurried through changing the motors & said he was done. He was not going to change the wheel until I refused to sign for his work. I tested the chair. I told him it was still slow. He shrugged & left. When I called the company to get him to come back & fix it, I was told he refused to come back because I had mistreated him. Nothing happened between us. I have a witness. They said had to go through a 3rd party to get the repairs. There is no one else in my area who works on them. So a supervisor from Hoveround said this guy had to come back, an appointment was made for July 14. I called July 13 to confirm. They said he would call to say what time. Nothing. I called Hoveround on July 14. They said we were not on the schedule. After the run around, we are waiting for another supervisor to make a decision. Requests to speak to scheduling department were also denied. Requests for copies of paperwork of work done to my chair have been denied.

  Business Response

  Date: 07/31/2023

  Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.

• Initial Complaint

  Date:06/01/2023

  Type:Billing 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.

  All this started around August 1,2022. I don't know what my ***************** paid but I made a down payment of $249.27 and $34.27 since September 27,2022 totaling $308.27. I use auto pay to pay my bill.. I got a call from collections. on 1/11/23 I called HoverRound after a collection had called me. Spoke to ******** confirmed my auto payment gave me auth #****** .2/14/23 call from collection agency, I called HoverRound spoke to ****** she confirmed my payment, 4/14/23 collection agency called again. I spoke to ******** she said that my balance was now $171,10 to ignore call from collections. She said that she doesn't understand why there's still issues with my payments. Received a call today 5/30/23. I've had it so I am coming to you for help. Will you help me? FYI according to ****** the MPV5 chair only cost $663.88. I don't know what HoverRound charged my insurance

  Business Response

  Date: 06/14/2023

  Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.

• Initial Complaint

  Date:05/08/2023

  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.

  i contated hover round about scooter gave id number ******* for scooter was to call find out when in stock keep calling keep telling me not in stock but can talk sales man in stock if i pay for it no insurance is that not discrination l need scooter i call aetna insurance they call said keep calling back was supost bee in by now the number call hover round ********** aetna8335706670 i call them to day this happened not sure if address right i will pay 20 persent

  Business Response

  Date: 05/24/2023

  Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.

• Initial Complaint

  Date:05/02/2023

  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.

  I have had a Hover round chair almost three years and have constantly had a problem from the beginning with the chair being shoddy and hard to steer, Help from the company was impossible to get, They wanted to send me tires and I could put them on. I'm 86 and depend on the chair to function. Now the chair will barely move and it has steering problems, I have been told one thing after another were reasons they haven't fixed it . I had a lift put on my porch to get in and out of the house but the installer said it would be dangerous to use my chair with it. Now after one month of getting the runaround about getting another prescription from the Dr. ******** from Ins. I have been waiting "To be scheduled" Over two months without a chair and still waiting

  Business Response

  Date: 05/16/2023

  Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.

• Initial Complaint

  Date:04/24/2023

  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.

  ** January, my brother's Hoverround chair stopped working. I called Hoverround for service, and said I didn't think the controller was working. They said it sounded like a battery problem. My brother has ****************** so the process is cumbersome, but we got the doctor's ****** and Hoveround submitted the claim. It took serveral weeks to get a tech out to look at it. He told me that the battery was OK, but the controller and motor had failed. He didn't have authorization to fix anything other than the battery, so Hoverround would have to submit a new claim. They had 2 old phone numbers, and I have asked them to update the number every time I speak to them.We are now 3 months into this. A few days ago, I followed up with a woman in the service department. She said they had been trying to call, and when I asked her to check, they were still calling the wrong number. She confirmed they had received authorization for the controller and the motor. But since they couldn't get ahold of us, they had given the battery to a different customer. I replied that it didn't make sense because the service person who came out told me the existing battery was fine. But because of whatever she had on her paperwork, she was unable to move this forward.I understand that there are a lot of pieces to this process that this woman does not control, so I asked to speak to her supervisor. She said that he was not available. So I asked to be transferred to his voicemail, and she said she was not allowed to do that. I asked if she would give him a message, and she said she would but that she couldn't guarantee that he would call me. That was 6 days ago, and still no one has called. Nor have I heard from a repair person about scheduling the service.There are several things Hoverround could have done that would have prevented me making this complaint, beginning with a timely callback. I am just asking that they finish the job.

  Business Response

  Date: 05/09/2023

  Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent ** from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.

  Customer Answer

  Date: 05/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  This response does not in any way address my complaint, but the chair was finally repaired. It took 3 months and no temporary use of a chair was offered.

  Per my original complaint, I was told that the battery we originally applied for and was in the possession of the service tech on his first trip out, was given to another customer while we waited for additional parts. According to the service tech, that was not true. He had the battery in his truck the entire time. The office was unaware that he had all the parts but did not schedule him for service until I filed this complaint. My brother's chair could have been operational nearly a month earlier.

  My brother has had this chair for 5 years, so he is eligible for a new chair this month. We have already made arrangements to get it from a different company.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/05/2023

  Type:Product 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.

  Hoverround has repeatedly sent a request for a new battery and battery charger to the wrong drs.I have been trying to get these items for my Hoverround chair since Dec.2022!The cust. reps are absolutely incompetent! I am disabled and I NEED my electric chair! I want this matter resolved ASAP please, please,please!!

  Business Response

  Date: 04/07/2023

  Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent ** from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19900499
  
  I am rejecting this response because:
  The company is still doing the samething as before. I do not want this complaint closed until I have the replacement items for my power chair! 
  Sincerely,
  
  *************************

  Business Response

  Date: 04/27/2023

  Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent ** from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.

• Initial Complaint

  Date:03/28/2023

  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.

  I am writing this for my 86 yr. old mother. She can no longer walk on her own and has had a Hoveround chair for over a year now. 2 1/2 weeks ago the chair stopped charging. She has been unable to use it since. I called Hoveround to get the chair repaired but just keep getting the same answer that they're waiting on the technician. My mom is very frail and immobile, she depends on this chair. It has been extremely hard for her without it. It is unacceptable that they would take this long and still have not resolved the problem.

  Business Response

  Date: 04/10/2023

  Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19862380
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/28/2023

  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.

  My insurance and dr finally approved my electric wheelchair jan. 2023. I tried for weeks get someone help me gey chair ordered then paid my copay and n feb. 8 2023. Since then i cannot get anyone to get my chair i need it desparately.i cant go anywhere dr or any where

  Business Response

  Date: 03/15/2023

  Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I've received email.that my complaint ******** has been closed????i never got anything but initial confirmation of my complaint and now closed? I dont have my electric chair i need despatatley and no closer to getting it. Please help me with this issue this is my second ask for help i paid my share at great sacrifice on feb. 8 2023. And hoveround no closer to getting me a chair. I cannot leave house or get around.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/07/2023

  Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.