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.

  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:11/20/2023

  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.

  Rehab Medical ordered an ******************* 3 power wheel chair that was delivered on 2/23/2023. I was told before l ordered the chair that I had to pay $1500. Out of pocket for the seat lift. I have receipts enclosed that shows that ******** and my Cigna paid all charges including the seat lift. Talked to ******** and they didnt receive my $1500 payment from Rehab medical for my chair and stated that it was ******** fraud.I needed the chair due to a 7 hour spine operation I had on October 19 of last year at the Emory spine center by *****************. I am still having trouble with my back and the wheelchair is useless. it doesnt operate 75% of the time and they refused to fix it and made up a story that I wanted to have the chairs safety items over ridden so I could lay flat and operate it. My back would not tolerate that and how could I see where I was going. I have the documentation attached. I have no power chair to get around in and all I get from them are lies. What can I do to get this replaced and hold these people accountable for addition health problems and make sure they do not do this to anyone else??? Thanks, *************************.

  

  Business Response

  Date: 11/20/2023

  Thanks for bringing this complaint to our attention. I spoke with the customer and advised him that Insurance never paid for his chair lift, He paid out of pocket due to the lift not being medically necessary. I also advised that ************** diagnosed the chair and found nothing wrong with the chair. He has been educated on the safety mechanism of the chair. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  Date:11/10/2023

  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.

  Bought this wheelchair through my Physicians referral and prescription. This LEMON wheelchair has broke down repetitively over and over since April and after LONG waits with no other wheelchair substituted by them, they come out and fix it only for it to break down again. They have been out here working on it more than 7 times in only 1 year. Its a LEMON that they REFUSE to swap out for a WORKING model. I have asked numerous times to swap out. My warranty is ****December 23. Now after waiting 3 WEEKS on a Computer Module on the back of the Wheelchair that BROKE while their technician was working on my wheelchair, ******************* stated that it will be AFTER Thanksgiving before the part comes in. I sit here with NO Wheelchair. I do NOT appreciate the nice Technicians words on his IPad that he wrote up 3 weeks ago being CHANGED!! The technician, *********************** wrote up how the Computer module broke UNDER my Carport. I signed his report AFTER I read his Report. By the time his Report got to the home office in ************, it was COMPLETELY CHANGED!!! It no longer was the technicians Report that I signed. I guess that Everyone MUST take a picture of what they sign. I have signed his Reports on HIS WORK before as satisfactory, I wonder WHAT has been changed too. I PAID for a Warranty with Rehab Medical and they MUST REPAIR my Wheelchair to 100% working condition BEFORE the Warranty ends at end of December. They billed my BCBS and myself $27,000 for a LEMON. A LEMON!!I do NOT understand why MERITS, the manufacturer of the Wheelchair, has not stepped in and swapped the Wheelchair out back when the wheelchair started breaking down in April. Companies are supposed to be PROUD of their products and exchange out BAD wheelchairs after over $27,000. A car manufacturer would have. I want the Wheelchair REPLACED as I have asked for since APRIL. They are NOT going to let time run OUT and not even FIX the Wheelchair before my Warranty runs out.

  

  Business Response

  Date: 11/13/2023

  Thanks for bringing this customer's  complaint to our attention. The customer has been contacted and is happy with our resolution steps. The customer has been advised that we are exchanging her chair with a new chair. At Rehab Medical we are committed to resolving all issues in a timely manner. I will keep the customer updated on the exchange process going forward. Thanks. 

• Initial Complaint

  Date:11/10/2023

  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 28 June 2023, Rehab medical charged me $101.80 before they would attempt to repair my wife's motorized wheel chair. I should not **** been charged for this part, because it was damaged by a factory defect(stripped threads) but I paid it in order to expedite the repair. The wheel chair has not been repaired yet. I want a refund for this charge. I would also like TO HAVE THE ***** CHAIR REPAIRED. It has been inoperable since 10 June 2023. Rehab Medical has been here three timed with the wrong parts.

  Customer Answer

  Date: 11/13/2023

  On 10/Nov two technicians ftom REHAB MEDICAL worked on the wheel chair for approximately four hours, and were unable to get it working properly.  The wheel chair has been unusable since 10 June 2023. It is time to admit that it cannot be repaired and to replace it with a new chair. The wheel chair  came from the factoty with a defect        (stripped threads in the lift assembly that held the seat on)

  

  Business Response

  Date: 11/13/2023

  Thanks for bringing this customer's complaint to our attention. At ********************** we are committed to resolving all issues in a timely manner. The customer has been updated and advised that we are exchanging the chair with a new chair. She is happy with the resolution steps that are in process. I will keep her updated going forward. Thank You. 

  Customer Answer

  Date: 11/14/2023

  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 satisfie

  with this resolution.]
  Replacing the wheel chair only solves part of the problem. We are still due a refund for $101.80. I had to pay this amount before they would make the first attempt to repair the chair. When the part came it was the first of several wrong parts, that they ordered. I should not have been asked to pay for any parts in the first place, because the chair was damaged due to a factory defect (stripped threads in the seat riser, where th seat was bolted to).

  I AM ASKNG FOR A REFUND OF $101.80.

  
  

  

  Business Response

  Date: 11/20/2023

  Thanks for bringing this complaint to our attention. This has been discussed with the customer previously, Per **************'s diagnosis that part was damaged and therefore could not be warranty replaced. This is a valid replacement charge that is not eligible for refund. The customer has been advised that we are replacing the chair due to issues with expediting the repair, but she is not liable for a refund for the damaged part.  At Rehab Medical we are committed to resolving all issues in a timely manner. 

• Initial Complaint

  Date:09/28/2023

  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 husband ordered a motorized wheelchair from Rehab Medical a year ago July. The chair was delivered Dec 2022. Within one week of delivery the headrest fell off. Then the armrest where the controls are located fell off. For several months my husband called to get someone from Rehab Medical to repair the chair. He was given various excuses delaying the repair, such as he would have to pay out of pocket for any repairs, or the parts are being shipped from ***** and it would take a while. The chair was not adjusted for my husband and had a tendency to flip him forward. At one time the chair flipped him out on the floor. About a month ago two repair guys from Rehab Medical came and repaired the headrest and the armrest. They pointed out that the left leg rest was not functional. Since then Rehab has said they would repair the leg rest whenever the parts come from *****. My husband has been waiting a year, two months for a working wheelchair. Rehab Medical should supply him at no cost with a working wheelchair until the original chair can be repaired.

  

  Business Response

  Date: 10/03/2023

  Thanks for bringing this customer's complaint to our attention. I have left messages for this customer. I am awaiting call back. We have ordered parts to resolve all issues. We have also scheduled a visit today to resolve positioning issues. Once the customer returns my call, I will update customer on steps to resolve all issues in a timely manner. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  Date:09/26/2023

  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.

  The tilt does not work on my wheelchair several calls were made to the company and no call back. Called the supervisor we had been working with several times. The remedy I want is my tilt fixed asap and my speed control to work. Am told by ****** the tech it is not fixable so then I want my chair replaced.

  

  Business Response

  Date: 09/27/2023

  Thanks for bringing this complaint to our attention. I have spoken with this customer and advised that we are sending a technician out to resolve all issues to the customer's satisfaction. The customer is happy with the resolution plan. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  Date:09/20/2023

  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 received my new wheelchair from Rehab Medical on Dec. 27, 2022 so it is ONLY 9 months old and still a VERY serious Safety issue. I started calling the ********* office and left Message on March 21, 2023 about Wheelchair problems. I have asked NUMEROUS times for it to be simply replaced before I get injured BAD or even for life if my ONLY LEG is damaged. I have even talked with *******************, Customer Serv. Specialist in ******* and 2 other Office Managers at the ********** office and it still has OVER 5 things WRONG on the Wheelchair currently and it is getting WORSE!!It appears that they are just waiting until my Warranty runs out in December instead of replacing the Wheelchair so that I dont get hurt. They are replacing the damaged parts slowly BUT more or the same parts are NOT working correctly or at all. The last time, it took 6 WEEKS to get *************** back out. Currently : the battery charger does not work correctly which is damaging the battery, the Front Wheels do NOT TURN correctly after being replaced 9/12/23, the Speed between #1 and #2 Speeds do not work correctly and appears to go from resting to VERY dangerous speeds and lack of, the Foot rest is too high/doesnt depress down correctly which Im very scared to trip and fall over, the lights do not work at all. Again, I have ONLY 1 leg and CANNOT afford to damage my left leg in any way or I will be severely limited as far as any mobility at all!!Again, the Wheelchair is VERY unsafe for me to use now or to try to even load to go to doctors office. I MUST go to different doctors as I mentioned above that I have severe Rheumatoid arthritis, also Feltys, Sjogrens and other diseases and severe pain. The Repair techs have been out here at least 5 times replacing parts and trying to adjust it to work correctly. It is NOT working!! All I ask is to replace the Wheelchair with a SAFE new one before I get hurt!! Thats all!!I have been asking since 4/5/22 with *******************.

  

  Business Response

  Date: 09/21/2023

  Thanks for bringing this customer's issue to our attention. I spoke with this customer and advised that we will send tech out to trouble shoot all issues and resolve with the Manufacturers assistance. She was happy with the resolution steps. We will keep the customer updated until all issues are resolved to her satisfaction. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  Date:09/20/2023

  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 August 21, 2023, I submitted pictures of indicating the fact that my Scooter, purchased in April of 2023, is broken it has not worked for over two weeks at that now. Therefore, I was requesting a full replacement or repairs at no cost to me.It does not start; it appears that the Ignition switch has come apart and the wires are exposed. In addition, the back seat has come apart and the stirring column is stripped. At their request! As document is the pictures that was submitted to Journey on August 23, 2023. I was informed that there would be an investigation. I was not given any resolutions. It has taken this company a month to get back with me regarding my broken scooter. On September 20, 2023, after I contacted them, I was informed by ******************** that the damage to my scooter was user error and not covered under warrant. In addition, to my monthly payment, the company was to charge me for the repairs to my scooter. *****************, **************** Director, was requested to email me their findings in writing. However, that documentation was never done.I'M 89-year-old women, with severe Osteoarthritis, this scooter was intended to help with my medical condition but has cause more distress and pain. This scooter is not even paid for. How can this company (Journey) misrepresent seniors like this? I there is favorable I got to send this scooter back to the company.Thank you for your cooperation in this matter. *********************************

  

  Business Response

  Date: 09/22/2023

  Thanks for bringing this customer's issue to our attention. I spoke with this customer and advised her that I am not showing her account based on the information given. She stated that she will have her daughter call me for assistance. I will work to resolve all issues once call is received. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer Answer

  Date: 09/22/2023

  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 scooter is still broken and I'm still paying for it! The company has not given me anything in writing stating that the reason my scooter is broken was my fault. I requested in writing for the company, to tell me how they concluded that I broke the scooter. I need my scooter repaired at their cost by Journey. If the warranty did not to cover the expenses, then they should have informed me before, I purchased the scooter. 

  THIS COMPANY FAILED TO DO SO!

  
  Regards,
  
  *************************

  
  

  

  Business Response

  Date: 09/29/2023

  Thanks for bringing this complaint to our attention. I spoke with this customer and advised her that we are not affiliated with Journey. We are Rehab Medical. The customer advised me that she will be contacting the correct company to file her complaint.  At Rehab Medical we are committed to resolving all  issues in a timely manner. Thanks.

• Initial Complaint

  Date:07/19/2023

  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.

  06/29/2023 A request to repair a wheelchair was made by my aunt, from then to now my 93 year old aunt that is totally paralyzed on her right side has attempted to get Rehab Medical to communicate with her doctors office. The two offices have been unable to complete the simple process of submitting a form to approve the repair. No one at Rehab Medical contacted me (I am listed as contact for any troubles) to inform me of the failure of this simple process, and Rehab Medical then closed the repair request on 7/19. This is not the first time we have experienced this frustrating experience. A prior time it was almost six months the wheelchair was broken while Rehab Medical and Emory Medical failed to help her. My aunt even with her limitations tries to attend to her own affairs so I was late to join this, but to have Rehab Medical close the ticket without notifying either my aunt or myself and leave her without this very important wheelchair is beyond uncaring, its negligent. A disabled senior citizen has been kicked to the curb without any regard for her wellbeing. I dont understand how Rehab Medical can simply walk away from a senior citizen and ignore any sense of responsibility. Emory Medical and the office of **************** will see a complaint filed by me with ************* Services. I will also be looking for a government office to aid me in resolution to fixing her chair and this miserable performance by both ***** / **************** and Rehab Medical.

  

  Business Response

  Date: 07/20/2023

  Thanks for bringing this complaint to our attention.  I have contacted this customer. The customer is aware that we will keep him updated on the paperwork process going forward. The paperwork is being refaxed and we will keep him updated every 3 days until the paperwork is received and the chair is repaired to his satisfaction. At Rehab Medical we are committed to resolving all issues in a timely manner. Tthanks. 

• 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.

  My son,******************* age 48, has been without his electric wheelchair since April 4,2023. ReHab medical kept saying they were waiting for the Doctor to finish paperwork, on 4/26/23, I called the Doctor on 4/27 and was told it was faxed back. I have called ReHab Medical on 5/9,and they were still waiting for paperwork. On 6/1 their internet was down and they would call me back, 0n 6/9 they couldn't give me an answer and said someone would call me back. On 6/29 since I have never recieved a call back ever, I called again and was told it was put own hold since they couldn't get a response from doctor. ********************** did not have an electric wheelchair for a loaner, so my son has been in bed since 4/4/23 without his chair. I called their corporate office and they said the paperwork would get completed. Today 7/17/23 I called ******** to see if the part was approved and was told the paperwork from ReHab Medical was submitted on July 6, 2023 and was pending. So after all this time it was just submitted a little over a week ago. I would like an electric wheelchair for my son, I am disable which also makes a hardship on me to take care of him and his needs, before he could at least sit out on the porch or move around but not for the past 4 months.

  

  Business Response

  Date: 07/18/2023

  Thanks for bringing this complaint to our attention. I have attempted to call this customer but the customer is not answering calls. The parts have been ordered and I will keep this customer updated until all parts are received and installed to the customer's satisfaction. I have also placed the customer on a loaner wait list. The customer will be contacted once a loaner is available. At Rehab Medial we are committed to resolving all issues in a timely manner. Thanks.

  Customer Answer

  Date: 07/19/2023

  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.]
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:07/07/2023

  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.

  The bolts holding the seat to the seat riser came loose and the seat tilted to one side and I fell against the wall,at least one cable/wire was broken. The technicians came on June 20th, and on June 21st, said that parts had to be ordered and left. On June 28th my master card was charged $101.80, to pay for a broken cable. I should not have to pay for the cable that was broken because of a defect. but I approved the payment in order to expedite the repair. I have not heard from REHAB MEDICAL since then. All my attempts to contact them buy phone go to voice mail and they do return my calls. I want my wheel chair repaired or replaced ASAP. This has gone on long enough. I also want a refund for the $101.80.

  

  Business Response

  Date: 07/07/2023

  Thanks for bringing this complaint to our attention. I have spoken with this customer and advised that the parts have been ordered. She is also aware why it is a cash sale.  I will keep her updated going forward on tracking. The customer was satisfied with the resolution steps. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer Answer

  Date: 07/10/2023

  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. 
  
  [ProvidI details of why you are not satisfied with this resolution.]
  I agreed to a cash payment of $101.80, to cover the cost of the cable that was broken when the seat came loose from the lifting mechanisn in order to expediate the repair of my wheel chair. but  it is not something tha  I should have to pay for.  The cable was broken because of a defect in the wheel chair. The screws holding the seat to the chair were stripped by whoever assembled the chair. Was it MERIT or was it REHAB MEDICAL? It had to be one or the other, because it was that way wjen I received the wheel chair. 
  Regards,
  
  *************************
  

  

  Business Response

  Date: 07/13/2023

  Thanks for bringing this complaint to our attention. I have spoken with the customer and advised why the service was a cash sale which is due to the part being damaged. No refunds are due.  We have received the parts and she has been scheduled for our tech to install. The customer said that she understood and acknowledged the schedule date. At Rehab Medical we are committed to resolving all issues in a timely manner.