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 Corporation

  4913 Chastain Ave # 33 Charlotte, NC 28217

• 

  Hoveround Corporation

  Nashville, TN 37211

• 

  Hoveround Corporation

  307 Treeworth Blvd Broadview Heights, OH 44147

• 

  Hoveround Corp

  12155 Cutten Rd Ste 205 Houston, TX 77066

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:02/01/2023

  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 stair lift is broken and I cant get assistance to get it fixed.All I get is the run around.their number is ********* 6o88.I was put on hold for 40 minute with no solution of when my chair will be replaced.I need it asap.I paid 145$ for the man to take pictures and that's all they did.

  Business Response

  Date: 02/15/2023

  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.

• Initial Complaint

  Date:12/06/2022

  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 scooter stopped working in June 2022, hover round stated someone would come out within 10 days to service the scooter but no one came. I waited 3 weeks, then called again and it was said the proper person didn't get the info and someone would call within a week to set up an appointment. Then my son had a stroke and needed to go to *****, the scooter doesn't work, I had to rent a scooter on very minimal income because can't get around without it, in my health. I've called at least 15 calls since June and no one has come out and I keep getting it is going up the chain of command and no calls back. It's now December.

  Business Response

  Date: 12/06/2022

  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:11/02/2022

  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.

  I contacted this company months ago because I was having issues with my chair. They told me I had to wait for a repair company to call me and schedule the repair. They should schedule the repair. This has been going on months. I have issues walking and I need my chair. They keep getting smart with my over the phone.

  Business Response

  Date: 11/10/2022

  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:10/27/2022

  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.

  I got my Hoveround around March of this year. On August 18th I had a issue that messed up the joystick. That day I called in a service order for a new 1. I was told it would take 2-3 weeks it's been over 2 months and I keep getting the same excuse when I call we are waiting on shipping from ***** or Hurricane Is holding up shipping. We don't keep parts in stock.

  Business Response

  Date: 11/09/2022

  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: 11/22/2022

   
  Complaint: 18319682
  
  I am rejecting this response because:

  Yes I received a letter stating they were having issues getting parts in but 2 days after filling the complaint they called me it was in. Came out yesterday Tuesday the 8th but go figure because they didn't want to send a tech out to look at it originally there is other parts that it also needs to be replaced.

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

  Business Response

  Date: 11/23/2022

  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:08/30/2022

  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 mother, *******************, has been completely confined to a wheelchair for almost 20 years due to multiple sclerosis. She has used a Hoveround power chair for 20 years. It is not the most efficient wheelchair given her level of severe disability, but she is used to it and doesn't want to go with another brand. She received a new wheelchair about 6 months ago. My mother requires a power chair that has a seat lift because she cannot stand at all and without the seat lift, she is unable to reach cabinets or the clothes in the closet. Hoveround said that insurance would not pay for the seat lift and required us to pay $1,500 out of pocket before they would install it. It has not worked properly since we received the chair. I have called numerous times over the last 4-5 months and they refuse to fix it. In the beginning they told me it was a scheduling issue, then I was finally told that they do not have parts to fix it. Now I am being told that it is a scheduling issue again. When we were paying $1,500.00 for the seat lift, they had no problem getting it. Now that it needs to be replaced, they suddenly can't get the seat lift. Now the batteries are not holding a charge and they are trying to tell me that they have to get insurance approval to replace them. They chair is new. It should be under warranty. Not only is the company taking advantage of the elderly and disabled, they are scamming ********* I would like a refund for the seat lift if they are not going to repair it. I have legal and medical power of attorney for my mother and am authorized to handle this matter. I am also the contact person on her Hoveround account.

  Business Response

  Date: 09/07/2022

  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: 09/09/2022

   
  Complaint: 17896188
  
  I am rejecting this response because: 

  The response states that you cannot respond due to HIPPA. This is a complaint about your product, not about a healthcare or private medical issue. Although I am grateful that the seat lift on the power chair was replaced, it is still shaking when it is lowered. I think the defect is in the chair, not the seat lift. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/13/2022

  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: 09/13/2022

   
  Complaint: 17896188
  
  I am rejecting this response because the power seat lift is still not working correctly.  They did replace it, but it is still grinding and shaking.  I think it is a problem with the actual chair and not the seat lift.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/13/2022

  Good Morning ******

   

  I have received the ***** release and the response from **************** concerning her mother (our client) ********************  Unfortunately, there are a couple of issues with the ***** release.  If **************** has POA for her mother, we do not have a copy on file to verify it.  Without that, Ms. ****** would need to sign the ***** release and it needs to be a signature, not just her name typed in like it was on the current copy.

   

  We are sending their letter out today and will send a copy to you when the ***** is straightened out.  Also, based on her response, we have opened a new service order to go out and observe what they are reporting.

   

  ***

  *************** | Executive Admin Assistant to

  *****************************, VP of Compliance

  Hoveround Corporation | ***************************

  6015 31^st ************************************************ 34203-5317

  ********************** | direct: ************  | fax: ************
  www.hoveround.com | ********************************

   

  Business Response

  Date: 09/13/2022

  Good Morning ******

   

  I have received the ***** release and the response from **************** concerning her mother (our client) ********************  Unfortunately, there are a couple of issues with the ***** release.  If **************** has POA for her mother, we do not have a copy on file to verify it.  Without that, Ms. ****** would need to sign the ***** release and it needs to be a signature, not just her name typed in like it was on the current copy.

   

  We are sending their letter out today and will send a copy to you when the ***** is straightened out.  Also, based on her response, we have opened a new service order to go out and observe what they are reporting.

   

  ***

  *************** | Executive Admin Assistant to

  *****************************, VP of Compliance

  Hoveround Corporation | ***************************

  6015 31^st ************************************************ 34203-5317

  ********************** | direct: ************  | fax: ************
  www.hoveround.com | ********************************

   

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17896188
  
  I am rejecting this response because they are stating that I need to complete paperwork that I have not received yet.  As soon as they email me the ***** form and provide a return address, I will complete the *****  form and send a copy of the power of attorney.  They have my address on file.

  It would also be helpful if they would contact their technician that came out so he could tell them that he has already done all he can do and cannot stop the seat lift from grinding............even after replacing it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/30/2022

  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.

  HOVEROUND CLIENT#******* - *********************************** - DEFLATED TIRE AUGUST 15, 2022 On May 24, 2019 my Hoveround power chair was delivered by Representative ******************** - I am disappointed and verklempt with Hoveround - One of the tires deflated - I called your service - I had to wait 40 minutes to speak to a man who,.by the way, was very nasty - I asked if the tire could be delivered overnight since I am not able to walk - I was told "no we can't" - I also called ******** to notify them that not only do you not mail overnight but that it takes a week or two for me to get the so much needed tire - ******** said I can switch providers and gave me a list to choose from - Here I am, not being able to walk, 77 years old, dealing with a supplier who does not care to replace the power chair, provide me with a temporary one until I get the new tires, plus does not allow overnight delivery - Typical ******* - A friend tried to pull out the tire (as done before) in order to get it ready for the installation of the new tire when it comes BUT the tire cannot be pulled out !!!! - I have gone through other incidents of tire deflation and this friend has always being able to pull the old one and place the new one - Hoveround does not offer to bestow me with another chair - Also, the Hoveround personnel who answer the phones are disgruntled and nasty on the phone - Not caring about the nightmare I'm going through not being able to walk. I have placed a complaint to the Better Business Bureau - *********************************** Tel # ************

  Customer Answer

  Date: 08/31/2022

  Please see the attached signed hippa.
  See Attachment/File: Signed Hippa.jpg

  Business Response

  Date: 09/07/2022

  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:08/12/2022

  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.

  In October of 2021, we contacted Hoveround about a problem with my wheelchair, my daughter has been handling the correspondence with Hoveround because I am legally blind and partially deaf. I am a 96 year old woman and I live alone. My Hoveround chair makes this possible.
  
  I had an old hoveround chair that I was able to use while I waited for the parts needed to fix my chair. This chair worked fine until about a month ago, but ultimately quit and so now I am left using a manual chair.
  
  In the meantime, it took until July of 2022 for the part to come in. Through the entire ordeal, the line from Hoveround was that they could not do anything at all until the part came in. When it finally came in, we were overjoyed, they were even sending a repair man to install the motors. Unfortunately, when the repair man arrived it was discovered that the tools needed for the repairs were not shipped with the unit, so he could not complete the repair.
  
  We waited another week for the tools to come in and then had to wait once more for the repairman to come out. He came out and installed the motors but the chair still didn't work.
  
  We have now placed a new call to Hoveround to get the new parts, my daughter spoke with a supervisor who assured her that she would try to locate the parts. The supervisor said she would keep my daughter updated, and she said that she would be calling the manufacturer to help find the parts. As of this date, neither of those things have occured. My daughter has been on the phone with them daily to get updates because the supervisor and managers will not call her back. She has been told that the parts they now want to send are out of stock.
  
  My son also called and was told that there are only 3 sets of parts they replace so if it's not one, they send another, but at no time have they sent a repair person to actually look at the chair and discover what the actual problem is. It has now been 10 months and there is no hope in sight nor cooperation from them.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 10, 2022/08/24) */
  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:08/01/2022

  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.

  Appox, 5/29/2022 I purchased a Hoveround MVP 5. It has broken down on me 3 times leaving me stranded. I need the chair due to only having one leg. I called the service tech today and I want a replacement chair. He said cannot do that can only put in a service order to replace battery because they have probably been sitting around for a while. My insurance co. and I are paying for a defective chair that was supposed to be NEW. I have had a few other electric wheelchairs that have not needed servicing for a least 3 yrs.
  

  Business Response

  Date: 08/19/2022

  Consumer Response /* (2000, 11, 2022/08/17) */
  Thank you very much with filing a complaint with BBB I got a call right away. But they set me up with a service call for the end of Aug. It was not a battery problem it was a motor. I told no way I depend on the chair since I only have 1 leg. I want to send it back and get my money and all the money my insurance co paid they said no. I called my insurance co. explained the situation. They put a 3 way call to Hoveround/ Noe Ron agreed to the return, Then got a call from scheduling supervisor Andy service tech will be here the next day. He was here At 8am replaced motor and so far so good