Complaints

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:07/24/2023

  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 MS and I am totally dependent on my motorized wheel chair to get around. My wheel chair has been inoperable since 12/7/2022 waiting for Home Medical Equipment to repair it. My first contact with them I was informed that they could not come out until February. The 3rd week in February the technician told me the wheelchair joystick needed to be replaced. The part was installed in March but the batteries were dead and it would take 3-4 weeks for them to be delivered. The scheduled date for the delivery came and it was a no-show. Subsequent phone call and I was informed they didn't have a delivery person. Next delivery would be 3-4 weeks again. They never returned due to their merging with National Seating and Mobility. On June 27 a friend went and picked up the batteries for me. The batteries were replaced the chair lit up but would not respond to any joystick commands. I called them to come and pick up chair which they did on 7/5. I was told their only technician was on vacation and the chair would be evaluated on 8/2. I have been house bound for 7 months and my quality of life has totally deteriorated physically, emotionally, and socially. It should not take 8 months to evaluate and then repair. Because, of National Seating and ************************* ineptitude, I am being penalized in a most cruel and inhumane fashion.

  Business Response

  Date: 08/07/2023

  Good afternoon, 

  After further testing and diagnostics, ************** was able to confirm that the user's joystick does need to be replaced. Further, the technician was able to have the item covered under the maufacturer's warranty. Once the replacement part arrives from the manufacturer ************** will install the replacement joystick and test all functions to be in proper working order. ****************** will then be contacted to arrange to have the wheelchair re-delivered to her. 

  Respectfully, 

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

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

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/11/2023

  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.

  Re: permobil F3 wheelchair repair (chair purchased from Home Med 2019)Problem with right rear caster fluttering and locking up.October 14, 2022. Tech came to my home and ordered parts for right rear caster and batteries to replace weak ones.January 20, 2023 Tech came to my home installed new batteries and parts for caster. Before he left he noticed caster was a bit "sticky," but loosened up s**** holding caster and suggested I charge new batteries over night and use chair outside next day.Janary 21, 2023 Turning on chair after an overnight charge I found the "stcky," caster now has locked in a sideways position making maneuvering chair virtually impossible. As I transferred to my backup chair the power on F3 went completely out. Called Home Medical and they scheduled a pick up of chair for repair at Garden City office.February 10, 2023 Home Medical picked up chair to bring to repair facility.February 24, 2023 Called Home Medical for update. Told chair has yet to be evaluated and will be looked at by a Tech *** 3, 2023.April 25, 2023 F3 chair dropped off at my residence. New arm pads put on(?) and electrical issue addressed but right rear caster looked like nothing was done. Within a few hours right rear caster was again fluttering and locking up when moving around. Contacted Tech who dropped off chair said he thinks he knows what problem is and will order parts.April 26, 2023 Sent an email to my Home Medical sales rep voicing my frustrations and concerns and she forwarded the email to Garden City manager **************. Spoke to **** and he said same parts will be ordered again for caster with an additional part that shoiuld take care of problem. He also mentioned that I am now on his radar and he will keep eye on my repair and see that my needed parts are ordered immediately.*** 01, 2023 Right rear caster falls off (see photos) while I am outside, Luckily, I was within a few blocks of my home and I was able to nurse the F3 back. **** contacted me and requested that the chair be picked up again and worked on in Garden City so they can do a through repair and check. I agreed.*** 02, 2023 ******* called to confirm a pick up for *** 11.*** 10, 2023 I called to confirm the next day pick up. Operator said she confirmed with ************ 11, 2023 12 NOON Phoned Home and mentioned that I havent hear from truck about an ETA, Requested to speak to ****, told he is at a meeting but that I am scheduled for a pick up today so not to worry.3:30 PM called to say still no conctact with trucker. Told, "You have to give the driver time. They will arrive today."*** 12, 2023 6PM waited all day for promised pick up and Truckers are a NO SHOW. I waited all day and despite assurances to the contrary no pick up or explaination why.video link of continuing caster problem ****************************************** Please understand that the F3 chair in question is my main chair and the one that is covered for repairs by ********* In the interm I have been using an old Permobil c300 (also purchased from Home Med) that I have had to paid Home Medical 500+ out-of-pocket to replace it's almost dead batteries since ******** only pays for the F3. I live alone and with two torn rotator cuffs so switching to a manual chair is not an option. I must have a reliable working power chair.

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  permobil F3 was delivered back to my home May 23, 2023. Requested repairs on rear right caster were made.
  
  Sincerely,
  
  *******************