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:06/06/2023

  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 delivered the chair in August. so I tried to call them to fix it . The girl on the phone said someone will call you 24 to 48 hours, so i waited 3 days never heard from them. this went on for 4 months so I called ******** we tried for over an hour trying to do a 3 way call ,this is rediculous ******** turned me over to the supervisor ******** told them to pick up the electric wheelchair. 2 Days later **** called ***** told him it was too late to return the chair. So in november ***************************** came to fix the chair he recaluclated a few things on the chair And said it was fixed But it wasnt . We called ******** they called rehab medical to pick up the chair they sent a guy out ***** asked the guy if he was here to pick up chair he told ***** no then he left, ****** came back in January and put a part on the chair and told ***** that ****** thought it was fixed but not for sure. And my doctor filled out paper work for a gel seat Rehab Medical sent a cushion through fed ex but it was not a gel seat. The chair still does not work Rehab Medical still has not picked up the chair. And because of their negligence now ***** has an open sore on his ****. ******** gave ***** the number to the attorney general to file a complaint

  

  Business Response

  Date: 06/08/2023

  Thanks for bringing this complaint to our attention. I have left the customer a voice mail for call back. We are in the process of getting this chair picked up. The office is calling the customer currently to schedule. At ********************** we are committed to resolving all issues in a timely manner. Thanks. 

• Initial Complaint

  Date:04/26/2023

  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 have been hurt badly in a fall and was already on disability. I received a wheelchair from rehab medical paid for by my insurance company. It was new, it ran for 2 hours and broke down my first day. It took a week to get a service technician out here. After another week and a half they still cant give me any idea of an eta of the part, I cannot get an electric loaner. They have no concern that I am unable to do almost anything without a chair.

  

  Business Response

  Date: 05/04/2023

  Thanks for bringing this complaint to our attention. The customer has been contacted and we are in the process of exchanging this chair. The customer is happy with the solution provided and will be kept updated. At Rehab Medical we are 100% committed to resolving all issues in a timely manner. Thanks. 

• 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.

  I have been trying since March 1. 2023 to get a repair done for my daughter's wheelchair. I have made numerous phone calls between the Dr's ****** and Rehab Medical. The Dr's ****** has repeatedly faxed the forms to Rehab but they can never find the forms. Rehab Medical has never contacted me to provide communication as to what has been received or is needed. The only communication has been from me calling them. I do not believe they are working to provide assistance needed and will not do so unless some outside pressure is applied. Please help.

  

  Business Response

  Date: 05/02/2023

  Thanks for bringing this customer's complaint to our attention. I have spoken with this customer and advised that we are working on getting her submission and order  expedited. She has my number and will contact me if there are any concerns going forward. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***********************

• Initial Complaint

  Date:03/31/2023

  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 disabled mother has been without her powerchair regularly since purchase in March 2020. Today is 3/31/2023, and she has been w/o a working chair for over a week & cannot sit in a manual chair due to her disability. I have been on the phone with Medical Rehab daily for a week, multiple times in 1 day. I had to call every day because I would have to follow up with messages; I had left due to being unable to talk to someone who could help me and not receiving any callbacks. After a whole week of that, I was able to talk with a rep that could get the ball rolling with getting the chair fixed. After getting put on hold & then hung up on twice & each time I called back, I finally asked to speak to a supervisor (a supervisor named ***** was not helpful) because my entire experience since purchase with this company has been insane! Whenever I talk to a rep, I get told something different, with many empty promises. This happened multiple times. I was told several times, "Oh, I should not have been told that. " Well, I did & that is a big problem because I am getting lied to! I have been lied to about when & what parts are being shipped & that has been the most significant upset. I was finally told that the joystick was on backorder until 4/28/2023. My Mom has been put on the loaner chair waitlist. Why do they not have ways to take care of this stuff for their customers?I have been told two different things about the loaner chair waitlist & which goes against what one rep said. Corporate also told me that the ************* office would contact me daily to update me. Nothing. Crickets. They told me they were sending me all the service records and everything I needed to send to Pride since they kept telling me they could do nothing. Well, again. Crickets. Wow. My mother will end up in the hospital due to the wounds she is getting or worse. They will cause her to lose limbs or her life. This company has been nothing but a pain to work for. Bad business ethics all around

  

  Business Response

  Date: 04/06/2023

  Thanks for bringing this customer's issue to our attention. I have spoken with this customer and she has been advised that her parts have been received. We have scheduled a technician to install her parts today and ensure that the mobility equipment is fully functional. The customer is happy with the resolution steps.  At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer Answer

  Date: 04/25/2023

  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.]

  I made a previous complaint, and the company assumed they fixed the issue but did not. Instead, they only half looked at the chair and misdiagnosed the problem. After waiting for the parts, they said they ordered the wrong part; rather, it should have been motors. They still had no loaner, and we have spent out of pocket over 600 dollars. They waited two weeks to order the new parts, and in that time, my mother's health deteriorated, and she ended up in the hospital. After returning home, they called to tell me the parts were finally in but that it would be a few days before they could fit her in. She needs this chair. It is unacceptable that other companies said they would have fixed it right the first time, going over everything to ensure everything was in working order. Rehab Medical prefers to charge ******** for every visit, limit what they can do, and profit off every call while my mother's health has deteriorated.

  Desired Outcome:

  Billing adjustment; Replacement; We would like reimbursement for the rental, and the week I had to take off of work to take care of my Mother due to the hospital visit.

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

  
  

  

  Business Response

  Date: 05/02/2023

  Thanks for bringing this complaint to our attention. ************** resolved the issues with this chair on 4/26. The customer has been advised that loaner chairs are based on availability. I have left a message for the customer to explain. Insurance does not reimburse for rentals. We have moved as quickly as possible to have the chair repaired. We do apologize for any delays. 

  Customer Answer

  Date: 05/22/2023

  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.]

  We are NOT satisfied with the results and the customer most certainly is NOT happy.  In fact due to not having the proper chair and equipment she got severe wounds and was hospitalized, she is home with hospice and will succumb to the infection.  100% due to rehab medical

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

  
  

  

  Business Response

  Date: 05/23/2023

  Thanks for bringing this complaint to our attention. I have reached out to the customer and the chair has been repaired. She has not been able to test the chair at this time. Her care giver will contact me if there are any additional issues. At Rehab Medical we are committed to resolving issues in a timely manner. Thanks. 

• Initial Complaint

  Date:03/30/2023

  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.

  I started the process to replace my 15 year old scooter a year ago with ***************************. Finally on February 15th of this year I received a call that my claim was being submitted to insurance. That never happened. Now I just get promises that *** will call me back which never happens. I need my scooter for mobility and no one knows where my chart notes are and when I asked to speak with a supervisor I was told there wasnt one. A year is unacceptable to go through this process and Im no closer to getting the scooter than I was when I began. I think this company is a scam possibly but if not a scam, then quite incompetent and Im left with a scooter that could stop working at any day.

  

  Business Response

  Date: 04/04/2023

  Thanks for bringing this complaint to our attention. I have contacted this customer and advised her that we are working to get her order expedited. She has been advised that insurance may need more information prior to approval. I will keep her updated on approval. Customer has expressed her dissatisfaction with the delay. I will keep her updated on order.  At Rehab Medical we are committed to resolving all issues in a timely manner. 

  Customer Answer

  Date: 04/05/2023

  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,
  
  ***********************

   

  After emailing all the administrators listed on Rehab Medical website, I received several calls and emails. I thought my issue was finally being addressed. One particular call told me my paperwork was submitted to insurance and theyd have a scooter for me, upon insurance approval in April. The following week I received a call concerning my BBB complaint telling me that more doctor information was needed and my claim had NOT been submitted. Again its the same runaround with no one seeming to know what the other is doing. We are coming up on a year since I started the process for a scooter. I am no closer now to having one than I was then. So while the business response tells part of the story, it leaves out the inconsistencies in what different departments are telling me plus the fact that Ive been proactive throughout the process and would have gotten any information that was needed from the doctor. Here we are in yet another delay. 

  
  

  

  Business Response

  Date: 04/11/2023

  Thanks for bringing this customer's issue to our attention. I have spoken with the customer and advised her that the equipment has been ordered. We will keep her updated with shipping and tracking. The customer will call me if she has any additional questions. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  Customer Answer

  Date: 04/12/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  

  Its my hope that they find the scooter in less than 3-6 months which is unacceptable because of all the time wasted but I will hope they honor their word.
  
  
  

  Regards,

  ***********************

• Initial Complaint

  Date:03/17/2023

  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&#**;m a triple amputee without my right arm and both legs. Rehab Medical is refusing to give me a loaner wheelchair while I&#**;m waiting to receive my new wheelchair and it has been 2 weeks of me living in this condition. I have no one to assist me other than my 14 year old daughter, and I&#**;m left without any assistance during the daytime while she is away.

  

  Business Response

  Date: 03/17/2023

  Thanks for bringing this issue to our attention. A message has been left with this customer. We do not have any available loaners currently. We will contact the customer once one becomes available. We will continue to keep the customer updated on her new chair order. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks. 

  

  Business Response

  Date: 03/22/2023

  Thanks for bringing this complaint to our attention. The customer has been contacted and has been made aware that we are awaiting insurance approval for her new chair. We will keep the customer updated.  We have also advised that loaner chairs are not available. The customer is on a loaner waiting list. The customer will be contacted when a loaner is available. At Rehab Medical we are committed to resolving all issues in a timely manner. Thanks

• Initial Complaint

  Date:02/24/2023

  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.

  ***************** purchased me an electric chair. It was delivered to me with bad batteries. I have called several times to get new batteries. They told me I needed to call insurance company, which I did, and they told me the chair is under warranty and that the company should fix it. They have lied to me about ordering the batteries. I still do not have my batteries. They say they have not ordered them.

  

  Business Response

  Date: 02/28/2023

  Thanks for bringing this customer's complaint to our attention, The customer has been contacted and is aware that we are expediting his battery request. He was satisfied with the solution steps. We will keep him updated going forward. At Rehab Meidical we are committed to resolving all issues *** timely manner. Thanks. 

• Initial Complaint

  Date:02/14/2023

  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 company failed to deliver my fathers wheelchair by the end of the year 2022 and also didnt charge his insurance. He changed his insurance beginning this year 2023. This company attempted to charge him for the remaining amount of a manual basic wheel chair that was never delivered; over $2500 because of the new insurance not covering the chair 100% like the other. Then attempted to drop it off when they were directed not to until the issue is resolved. The complaints could go on and on. They failed to communicate to their staff members and us as customers on ALL sides and expect my father to pay for their errors. We have not received one piece of paperwork, actual paper, digital or otherwise with this whole process. This has to be one of the worst companies Ive worked with. Im demanding they deliver his chair and bill the correct insurance covering 100% as promised.

  

  Business Response

  Date: 02/20/2023

  Thanks for bringing this customer's complaint to our attention. I have spoken with the customer's daughter and she is aware that we did not deliver the chair per her request based on the billing inquiry. The customer also wasn't billed. The customer is currently asking for the chair to be delivered at no cost which is outside of the insurance benefit guidelines. This has been escalated to the Director of Customer Experience. She will be calling the customer in reference to her request. At ********************** we are committed to resolving all issues in a timely manner. Thanks .

  Customer Answer

  Date: 02/23/2023

  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.
  
  

  I have not received any further contact from the company except to verify the above statement they left. Saying the company cannot bill insurance for a product until the Customer has it is bad business practice since the company would be out money if never paid by either party.

  They never updated us throughout this whole process though they claim they had several delays on their staffs side of things causing the whole issue. Had we been notified there was a delay, we wouldnt have changed his Insurance beginning in the new year. I have finally received an email stating the above as well which doesnt solve the problem.

  I had to call their staff person to not deliver the chair as they wouldve began saying my Father now had the chair so he was liable. They didnt contact their own employee and/or they failed to read the notes everyone has left which are read back to me each time I speak to someone.
  

  This verifies they dont communicate to customers and staff. 

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

  
  

  

  Business Response

  Date: 02/28/2023

  The customer's chair was not delivered per the customer's request and the customer was not billed. The customer is asking for equipment at no cost which is against insurance guidelines. This is medically graded equipment that is based on insurance benefits.  This has been explained to the customer. 

  Customer Answer

  Date: 03/01/2023

  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. 
  
  All this says is that I understand your company has made a mistake. Its doesnt say how its going to be resolved. *************** told me, they would approve the chair if the paperwork was submitted to them regardless that it is after that time frame since the assessment and initial approval was done by December. The fact that your staff failed to get their paperwork in on time, didnt communicate ANYTHING to one another and called the Customer to notify it was approved and would be delivered before the end of the year before the company had the official approval from the insurance is not our fault. Your company failed all the way around. Refusing to make it right has caused this complaint in the first place. 
  
  Regards,
  
  *****************************
  

  

  Business Response

  Date: 03/13/2023

  Thanks for bringing this complaint to our attention. The customer has been made aware that we can't go out side of insurance guidelines.  We are unable to deliver the chair at no cost. 

• Initial Complaint

  Date:02/03/2023

  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 making this complaint for my aunt: *************************, DOB: 03/06/1930. She is 93 years old, paralyzed on the right side, and an individual that needs the power chair that she has done without for almost nine months. She has waited and been told story after story by Rehab Medical. The last three months she has been told Rehab is waiting on her doctors office to fax a form. *** called repeatedly asking for status and even 3-way conferenced the doctors office, Rehab Medical, my aunt plus myself. Still there was no progress only a hollow promise.I was told the prior week that she would have the battery this last week; still there is no battery. Im guessing Rehab Medical is severely understaffed and unable to keep track of the repair orders that are in their system. Some small amount of follow up would have, at a very minimum, had the power chair functioning three months ago. We were last promised 02/06 as a repair date; Im anticipating another failed promise. If Rehab Medical lacks the personnel or process to track and follow up on repairs, some course of action is necessary to correct for the failure to provide services for our elderly. Gauging by the other BBB complaints this issue is rather common.

  

  Business Response

  Date: 02/08/2023

   Thanks for bringing this customer's  complaint to our attention. Customer has been contacted. He is aware that we are expediting battery quote and will order asap once quote is received. ************** has visited the customer today. We will keep this customer updated on the steps to resolution. At Rehab Medical we are committed to resolving all issues in a timely manner.  Thanks. 

• Initial Complaint

  Date:01/04/2023

  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 been waiting on repair parts for my power wheelchair since July of 2022. After technicians replaced the iLevle seat raising system, several parts were found broken after the technicians left. I am confined to my wheelchair and not able to walk, and when I got my chair repaired on July 11 2022, I was not given the opportunity to check or test my chair, I was just told it was repaired and they left. After trying for months to get parts repaired I am told that it is my insurances responsibility to cover the cost after my doctor ***** off on the paperwork. This company is so hard to get ahold of and after months of going back and forth I still have several issues that need repaired on my chair that were damaged in July that the company claims is not their responsibility. I have attached a full letter of the issue in complete detail and attached pictures of the texts messages that were sent proving I reported the issues the night the repairs were made, along with errors shown on the screen. 'As a disabled person with this as my only transportation or means of moving, its so frustrating when you have to wait month after month and try call after call to get any resolve.

  

  Business Response

  Date: 01/10/2023

  Thanks for bringing this customer's issue to our attention. The customer has been contacted. All parts have been ordered. He is aware that we will install parts once arrived. Customer is happy with solution. At ********************** we are committed to resolving all issues in a timely manner. Thanks.