Complaints

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

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Rehab Medical, Inc. has 20 locations, listed below.

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• 

  Rehab Medical, Inc.

  3750 Priority Way South Dr Ste 100 Indianapolis, IN 46240-3815

  
• 

  Rehab Medical, Inc.

  220 W Wilshire Blvd Ste F2 Nichols Hills, OK 73116-7730

• 

  Rehab Medical, Inc.

  3690 South 500 West Suite 104 Salt Lake City, UT 84115

• 

  Rehab Medical

  5024 Tennessee Capital Blvd Tallahassee, FL 32303-7812

• 

  Rehab Medical Of Pensacola, Inc.

  3359 Copter Rd Ste 8 Pensacola, FL 32514

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:07/28/2024

  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.

  Transaction date- 9-06-23 Contracted with Rehab Medical for custom wheel chair. ******** paid for the chair in full.The wheelchair front metal wheel attachment has broke off at the weld.I have phoned ReHab medical for the last 3 weeks leaving messages I also submitted an online request for service and I have not received a response.I need my wheelchair fixed it is currently unusable I am an amputee that needs help resolving this repair issue. **** is the employee that has come to the house to do adjustments when we first received the chair.

  

  Business Response

  Date: 07/29/2024

  Thanks for bringing this customer's complaint to our attention. The customer has been called and a voicemail has been left. A ticket has been created for all issues to be resolved in a timely manner. Our technical support team will be reaching out to trouble shoot. I am awaiting a return call. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks 

• Initial Complaint

  Date:07/11/2024

  Type:Customer Service 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 July 1st I purchased items my husband needed post surgery. The following day I received an email - now I see as boiler plate and sent automatically - saying the order was delayed up to four days. Since then I have been unable to get a shipping confirmation nor a confirmation of my request to cancel my order & get my money back. The phone number does not work and my email are responded to a day later and they have no resolution - they just keep saying someone else will contact me. I cant understand this business model - advertise and sell product you do not carry and then just hope the customer will give up trying to get what the paid for or receive a refund. This company is in the business of ripping people off. I wish I would have read the reviews online and not just the ones on their website. This is a big case of BUY BEWARE

  

  Business Response

  Date: 07/15/2024

  Thanks for bringing this complaint to our attention. We are not showing that this is a customer of **********************.  A message has been left. Awaiting call back. 

• Initial Complaint

  Date:06/17/2024

  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 sister ************************* is in a nursing home and relies on her electric scooter to get around. In March her battery died and I called Rehab Medical. They came out and determined it needed a new battery. I paid them $419.90 on April 25 for the battery and the service to replace it. They came out and determined it was the wrong Battery. The repairman said he'd be back. Since then they don't return phone calls. And I even sent a text since the message while you're on hold said that was an option.

  

  Business Response

  Date: 07/15/2024

  Thanks for bringing this customer's issue to our attention. The customer has been contacted and this issue is being resolve to the customer's satisfaction, We have apologized for the refund delay. The refund is in process.  At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  Date:06/17/2024

  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.

  Trying to get wheelchair fixed. Rehab medical. Has been broken down for a while, and put an order in a month and a half ago but no work has been done. They have provided me only excuses saying they are waiting on a part.

  

  Business Response

  Date: 07/15/2024

  Thanks for bringing this complaint to our attention This has been resolved; customer's chair has been repaired. Voicemail has been left for customer. Awaiting call back. At ********************** we are committed to resoling all issues in a timely manner. Thanks 

• Initial Complaint

  Date:06/12/2024

  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 portable oxygen and electric wheel chair didn&#**;t work after an electrical storm. The H383838**3338313035H they have tried to put batteries for about 6 times to get it operational, but nothing works. It starts with the batteries being sent via *** and turns out to be wrong and we find out after the workers come out to install since I cannot do it myself. I have been told each time to wait about 24 hours to be settled but nothing fixes. I have been working with a ***** and he&#**;s said he needed to reach out to their manager, haven&#**;t heard from him since January. It has not been working since July of 2023. I need this chair to go anywhere.

  

  Business Response

  Date: 07/15/2024

  Thanks for bringing this complaint to our attention  A voicemail has been left for this customer after two call attempts.. Awaiting a call back. A Technical support ticket has also been created to resolve all issues. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  Date:06/11/2024

  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.

  In December 2022 my husband ordered a power chair. The first problem is they delivered the wrong chair. It took till March 2023 to get the correct chair. We had to pay an additional $500 for the upgrade from what the health insurance would cover. They then sent us a bill for $68 rental fee. I never could get a straight answer on this. On May 6 2024 the chair stopped working. I called Rehab Medical and they opened a repair ticket. They tried to reach me twice on 5/8 and 5/9. They left a message, I returned both calls. On the second call they told me they closed the ticket because they couldnt reach me. Was told they would open another ticket and it would be 2- 5 business days. I then called customer service and spoke with *****. He expedited the work order. A service man came out 2 days later. Made several calls to find out what to do. He did get the chair running. After he left my husband tried the chair, it went about 20 ft And stopped. Again I called was told they would open a service ticket. I again called ***** and he said that a service man would call me trouble shoot the problem. I told him I work and would not be available till 3:30. Receive a phone call at 8:23 am. Then another one the next day at 3:25 pm. I returned both calls and was told the service man was not available. I finally spoke with him and it was decided the chair needed a new motor and was on order. There was a delay on our end because the Dr was out of town for a week and could not sign the prescription. Jump to May 30th service man came to install motor and it was the wrong one. It has been reordered but they cant tell me when it will arrive. So now it is June 10th and no word from Rehab Medical. I have left several messages. My husband is an amputee and depends on this chair to get around. He has been hombound since May 6th. I feel the service and attitude of rehab medical is inexcusable. If it wasnt for insurance I would be using another company.

  

  Business Response

  Date: 06/12/2024

  Thanks for bringing this customer's complaint to our attention. I called this customer and left a voicemail. Awaiting call back. We have ordered all parts to resolve this issue and will keep the customer updated. At ********************** we strive to deliver positive experiences on every interaction:  we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  Date:06/10/2024

  Type:Delivery 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 disabled & ordered batteries for my Jazzy scooter on 5-28-24 My insurance approved this & paid the amount of $700+. I called they said they were in at ************ & would be to me on +6-10-24. To call at noon to get the tracking#. I called & they could not find any order or paperwork for the batteries. They told me to call back Wed 6-+12-24 to order **************** would take another 7 days before they were in. My batteries are dead & I need my scooter. I want the batteries shipped overnight to me at no charge to me.. My insurance ok'd this & Paid for them on 5-28-24. They were over $700+.

  

  Business Response

  Date: 06/12/2024

  Thanks for bringing this customer's complaint to our attention. A call to this customer has been made and a voicemail has been left to expedite all repairs. I am awaiting call back. All parts to resolve the customer's chair have been received. We are contacting the customer to schedule. At ********************** we strive to create positive experiences on every interaction; we are committed to resolving all issues in a timely manner. Thanks

• Initial Complaint

  Date:04/15/2024

  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 power wheel chair was hit by a car and a wheel was damaged The persons insurance ********************* is ready to cut a check but they want a estimate. A Tech was here and looked at the chair 2 months ago. I have called several times but they never return my calls. They say they have tried to reach me but that is not honest. I also have tires that need replace. They have shipped the tires to me but they won't come to fix. This company is dishonest they don't communicate and their Tech aren't trained properly on all equipment.

  

  Business Response

  Date: 05/21/2024

  Thanks for bringing this complaint to our attention. I have reached out to this customer and all repairs have been completed. The customer is happy with the resolution and will call if he has any additional issues. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks.

• Initial Complaint

  Date:03/01/2024

  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 complaint is that I have been waiting a long time to get my wheelchair repaired. They have lots of excuses and while I am waiting my wheelchair is getting in worse condition. I have sores on my body, digging into my back while waiting for them to get this resolved. It has been going on for months. I have been patiently trying to wait for them to repair my wheelchair.I would like for them to repair my wheelchair immediately.

  

  Business Response

  Date: 03/29/2024

  Thanks for bringing this customer to our attention. I have updated the customer and advised him that the parts have been ordered. I will keep him updated on the order and we will schedule installation immediately once the parts are received. He was happy with my update and is aware that I will ensure that he is satisfied with the service. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks

  Customer Answer

  Date: 04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The company has done nothing to fix my chair. They need to take care of this issue!
  
  Regards,
  
  ***************
  

  

  Business Response

  Date: 05/17/2024

  At this time we have necessary repair parts on order for this customer.  We are currently awaiting the delivery of the customer back for this piece of equipment.  Once that is received, all repairs will be completed.  Rehab Medical is fully focused on taking care of this customer's needs.

• Initial Complaint

  Date:02/20/2024

  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 sister was diagnosed w/ cerebral palsy at birth & is unable to walk. She's eligible for a new wheelchair every 5 yrs via ********* which has been her means to acquire one. For her most recent renewal, Rehab Medical measured her while seated on our pillowed sofa, thus creating a gross disparity in frame size. It was too big, unsafe & began degrading immediately. RM Techs (mostly ******) were sent out many times; a replacement cushion and "frame kit" were expected to rectify the problems. They did not. So my sister's support coordinator and myself called Rehab Medical (namely *******) and "supervisors" for an entire year with NO response. Undoubtedly they were running out the warranty. RM didn't provide even routine maintenance. We've documented injuries caused by their mismeasurement, resulting in (unsuccessful) corrective surgery 2 months ago. Then randomly this Jan I received a call from ******* asking if we needed any maintenance on the chair. The call was escalated to ****, who was confident a tech could fix it, but the tech still couldn't. He said an *** could, but he didn't know what an *** was because "the words were too big to understand." This resulted in multiple calls (with photos) between ************* detailing the issues. After tiring of the runaround I directly asked **** if my sister stood even a chance of having her chair replaced and he said "no." Yet he ("and his boss") insisted they send out an ***. I'd repeatedly explain what a waste of time for us that was if they had no intention of replacing their own faulty chair. On 2/6/24 **** left a final mssg he was closing the case if I didn't call him. Newly serving as my mom's caregiver after a stroke further limited my time to engage in redundant calls, so I texted him to make the *** appt, while I explored other options. No reply. Given ******** restrictions, she is stranded for ******** is preying on a vulnerable demographic. *All supporting docs+witnesses available if complaint is pursued.

  

  Business Response

  Date: 02/21/2024

  Thanks for bringing this complaint to our attention. I have called and left a voicemail for this customer to get this issue resolved in a timely manner. I am awaiting call back. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks

  Customer Answer

  Date: 03/04/2024

  How was this complaint closed so quickly after one claim Rehab Medical called and the customer remained unsatisfied?  The fact is *******************, Marketing Manager from Rehab Medical, left a voicemail regarding this issue on February 21, 2024 and I returned his phone call (leaving him a voicemail) THE VERY SAME DAY.  He chose to return my call on Wednesday, February 28, a week later.  During that conversation ************ attempted to dismiss our concerns, claim there were "no notes in their records" of myself and ********* support coordinator calling them for over a year with no response; I really wouldn't expect them to own up to not returning a client's repeated attempts to reach them.  He also repeatedly told me it was a "complex wheelchair" which it is not - she has had the same Quickie model manual chair throughout her life.  He insisted we would need to "start over" and "start fresh" by having an ATP come out to look at the chair.  I explained that an ATP had already come out 2 YEARS AGO and abandoned ******* with a "fit kit" which was nothing more than a seat sling that did not create the SMALLER CHAIR she needed to accommodate/correctly fit the oversized chair for which they incorrectly measured her.  It was not starting over or starting fresh - it was revolving the issue they walked away from.  During the entire 17 minute phone call, he refused to acknowledge any single thing I said.  He really wanted me to tell him that I "refused" to have an ATP come out so that he could claim he did all he could and close the case.  I asked several times to elevate the call to his supervisor.  His response was that she (***********************) would only call to tell me the very same thing, that an ATP would need to come out.  I insisted he elevate the call.  I then explained to him that I would be taking ******* to be medically evaluated by a doctor for her new wheelchair, as I would never again trust RM to do it correctly.  Ok.  Today is Monday, March 4, 2024 and *********************** finally called me today.  I returned her call and got her voicemail.  So I'd hardly call this resolved by ANY measure on their part.  Thank you.

  Customer Answer

  Date: 03/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  My sister was diagnosed w/ cerebral palsy at birth & is unable to walk. She's eligible for a new wheelchair every 5 yrs via ********* which has been her means to acquire one. For her most recent renewal, Rehab Medical measured her while seated on our pillowed sofa, thus creating a gross disparity in frame size. It was too big, unsafe & began degrading immediately. RM Techs (mostly ******) were sent out many times; a replacement cushion and "frame kit" were expected to rectify the problems. They did not. So my sister's support coordinator and myself called Rehab Medical (namely *******) and "supervisors" for an entire year with NO response. Undoubtedly they were running out the warranty. RM didn't provide even routine maintenance. We've documented injuries caused by their mismeasurement, resulting in (unsuccessful) corrective surgery 2 months ago. Then randomly this Jan I received a call from ******* asking if we needed any maintenance on the chair. The call was escalated to ****, who was confident a tech could fix it, but the tech still couldn't. He said an *** could, but he didn't know what an *** was because "the words were too big to understand." This resulted in multiple calls (with photos) between **** & myself detailing the issues. After tiring of the runaround I directly asked **** if my sister stood even a chance of having her chair replaced and he said "no." Yet he ("and his boss") insisted they send out an ***. I'd repeatedly explain what a waste of time for us that was if they had no intention of replacing their own faulty chair. On 2/6/24 **** left a final mssg he was closing the case if I didn't call him. Newly serving as my mom's caregiver after a stroke further limited my time to engage in redundant calls, so I texted him to make the *** appt, while I explored other options. No reply. Given ******** restrictions, she is stranded for yrs & RM is preying on a vulnerable demographic. *All supporting docs+witnesses available if complaint is pursued.
  
  Regards,
  
  *************************

  
  

  

  Business Response

  Date: 03/20/2024

  Thanks for making us aware of this complaint. I have spoken with this customer's sister and advised her that we will need to dispatch an  Assistive Technology Professional to assess the fit of the chair and recommend solutions to ensure the correct fit. I also advised that the *** being a certified fit specialist will determine during the fit assessment whether the current chair is correct or if we need a different chair based on the customers medical condition. The customer's sister refused the *** visit and escalated to our Customer Experience Manager.  Our Customer Experience Manager also explained that the *** assessment is necessary to move forward with resolving issues with the current chair or deciding that a new chair is needed. The customer's sister refused that option. We are unable to resolve any current issues and determine the needs of the customer if an *** visit continues to be refused. At Rehab Medical we are committed to resolving all issues in a timely manner once given the opportunity. Thanks

  Customer Answer

  Date: 03/20/2024

  Rehab Medical continues to fabricate every single response to this complaint, completely misrepresenting my account and outright lying about what I have said.  On March 11, 2024 I listened to *********************** spin Rehab Medical's story for the last time.  After repeatedly telling me the obstacle to resolution was that they could not find phone records from over 2 years ago where they did not return my calls, nor my sister's support coordinator's calls, this woman let it slip that actually their refusal was because I had "refused to allow an ATP come out to look at the wheelchair."  (So why drag this out if the decision had already been made?) Again, I explained that an ATP had already come out TWO YEARS ago and did NOT provide any solution, only to leave my sister in a chair that was the wrong size - and since then refuse to return our calls.  The argument went in circles, again.  ************ kept asking, "So are you refusing an ATP?"  I repeated over and over and over, "No!"  I told her it was submitted in writing to her company directly (and the date in Feb 2024) in which I had stated I was not refusing an ATP.  I told her it was apparent she clearly wanted me to say I refused an ATP so that she could close the BBB complaint.  She denied this and said she did not care about this complaint.  ******, I explained that if ** was going to make things right they would have done so 2 years ago; or even during the last 2-3 months, instead of arguing, "escalating calls" and manipulating my words, and misrepresenting their roles in the company.  So I finally stated that they are preying on an extremely vulnerable demographic without a voice, and that instead of correcting anything they've made it a personal power struggle.  This has nothing to do with me - this is about my sister's dignity, mobility and independence.  We are now working directly with ******** and the **************** on a new wheelchair.  After learning the extent of RM's ineptitude, I will no longer attempt to reason with their disingenuous scam and lies.  It's inexcusable.

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Rehab Medical continues to fabricate every single response to this complaint, completely misrepresenting my account and outright lying about what I have said.  On March 11, 2024 I listened to *********************** spin Rehab Medical's story for the last time.  After repeatedly telling me the obstacle to resolution was that they could not find phone records from over 2 years ago where they did not return my calls, nor my sister's support coordinator's calls, this woman let it slip that actually their refusal was because I had "refused to allow an ATP come out to look at the wheelchair."  (So why drag this out if the decision had already been made?) Again, I explained that an ATP had already come out TWO YEARS ago and did NOT provide any solution, only to leave my sister in a chair that was the wrong size - and since then refuse to return our calls.  The argument went in circles, again.  ************ kept asking, "So are you refusing an ATP?"  I repeated over and over and over, "No!"  I told her it was submitted in writing to her company directly (and the date in Feb 2024) in which I had stated I was not refusing an ATP.  I told her it was apparent she clearly wanted me to say I refused an ATP so that she could close the BBB complaint.  She denied this and said she did not care about this complaint.  ******, I explained that if ** was going to make things right they would have done so 2 years ago; or even during the last 2-3 months, instead of arguing, "escalating calls" and manipulating my words, and misrepresenting their roles in the company.  So I finally stated that they are preying on an extremely vulnerable demographic without a voice, and that instead of correcting anything they've made it a personal power struggle.  This has nothing to do with me - this is about my sister's dignity, mobility and independence.  We are now working directly with ******** and the **************** on a new wheelchair.  After learning the extent of RM's ineptitude, I will no longer attempt to reason with their disingenuous scam and lies.  It's inexcusable.
  
  Regards,
  
  *************************