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:02/06/2024

  Type:Product 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.

  *********** Lift Recliners Small LC-525iS chair purchased by me, ***************************** of *************************************************** ************ on October 8,2020. from IMA Medical Supply *** of *******************************************************. Phone ************. The purchase price was $1,292.14. The product was registered on October 9, 2020 to insure I benefited from the warranty. Warranty is Lifetime on the life and recline mechanisms and chair frame. Since the purchase of the chair it has only worked a total of 19 months on and off. The company has been to my home numerous times to make repairs, which only temporarily resolved the issues. I am seeking a refund of $943.00.

  Business Response

  Date: 02/16/2024

  To Whom It May **************** am writing in response to the complaint filed by ****************** regarding issues with their lift chair. We take all customers concerns seriously and appreciate ****************** bringing this matter to your attention.
  We understand her frustration with the electronic problems they've experienced. We apologize for the inconvenience this has caused and acknowledge that ************** has visited her home multiple times to replace the control box and motor,unfortunately without resolving the issue. At this point, ************** offered to try to get a replacement chair approved for her, but ****************** declined because she feels that there is some chemical sprayed onto the fabric from the manufacturer and it caused her to have a dermatologic reaction with her previous chair.

  
  Considering ********************* concerns about the chair's ongoing issue and potential chemical treatment of a replacement chair, we understand a replacement with a comparable model may not be ideal. Therefore, we propose a complete replacement of all electronic components in her chair. This essentially provides her with a practically new chair, addressing the ongoing issues and eliminating concerns about break-in time or chemical exposure.
  While our standard return window, outlined in the policy agreed to by ****************** on 10/08/2020,has closed, we recognize their ongoing concerns. We value their business and want to find a mutually agreeable solution.
  Furthermore, as a gesture of goodwill, we are willing to waive any costs associated with parts,labor or a service call for this service for the customer.

  
  We understand this solution may not perfectly align with ********************** original request, but it demonstrates our commitment to a fair and reasonable resolution. We believe it will ensure their long-term satisfaction with their lift chair.
  For your reference, a copy of the relevant section of our return policy, highlighting the timeframe for refunds, is attached. We stand by its fair and consistent application.
  We truly value ********************* business and desire to work collaboratively towards a resolution.

  Kind regards,

  I M A Medical Supply, Inc.

  Customer Answer

  Date: 02/29/2024

  *************** to the IMA Medical Supply ************ via US mail. I am accepting their offer to replace all of the electronic components in this chair. I am requesting that they complete this within 6 months. I request that you keep this case open as I feel this issue has not yet been resolved. 

  Customer Answer

  Date: 03/01/2024

  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. 

  Date Sent: 2/29/2024 3:14:35 PM
  *************** to the IMA Medical Supply ************ via US mail. I am accepting their offer to replace all of the electronic components in this chair. I am requesting that they complete this within 6 months. I request that you keep this case open as I feel this issue has not yet been resolved. 
  
  Regards,
  
  ***** (****) *******
  

  
  

  Customer Answer

  Date: 05/09/2024

  ****************** requests that her case be re-opened. 
   
  Letter from IMF suggesting remedy was received 12/4/2023.
  IMF's response to BBB forwarded 2/20/2024 to ******************.
  ****************** responded 2/27/2024 agreeing to accept their solution to the problem. 
  As of 4/29/2024 there has been no response from IMF. They failed to communicate with ****************** or to pick up the chair.
   
  ****************** will contact the Attorney General also

  Customer Answer

  Date: 05/23/2024

  As promised, I am writing to let you know that IMA company did come to my home on May 14th and replaced parts on the chair. 

• Initial Complaint

  Date:11/21/2023

  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.

  On May 9, 2023 I paid $2,964.00 for ***** mobility scooter. I purchased the scooter from Ima Medical supply Inc and I had purchased it for Mother's Day 2023. On Mother's Day I gave the scooter to my wife, helped her become acquainted with the mobility scooter and had her test drive the scooter. During her approximately 20 minute first use of the scooter it failed several times to operate. It failed to operate four distinct times, basically what I would describe as stalled . Between each time we had to let it sit for a few minutes, turn the key off and on a couple times it went forward, then stalled again! My wife and my son all witnessed this scooter's failure to operate properly. I believe this scooter was defective from these incidents and unsafe for my wife to drive. She almost drove it across our busy road to get mail, thank goodness she didn't as it very well could have stalled on our busy road and the outcome could have been tragic. Using my van I returned the defective scooter to IMA Medical Supply . Upon attempting to unload the scooter from my van, it stalled again. I explained the trouble we had to the technician and the store manager . She unfortunately refused to refund our money on a defective item and claimed she would have to sell it as "used and would loose money." I was never verbally told that there is a restocking fee of 25% but it was on the delivery ticket and the receipt. However, I believe since we returned it within 3 business days and it was DEFECTIVE we shouldn't have the 25% fee deducted from our refund, and it was. Since defective, I believe it unfair to take 25% from us. I believe that the 25% fee was excessive, and want to know if this is standard for across the industry for a defective product? I explained to manager that if scooter had a defective electrical system, motor connection or software issue, an error code may NOT show. I offered to accept replacement unit , but they unfortunately refused . Thank you

  Business Response

  Date: 12/05/2023

  Please reference 'RETURN POLICY' on the attached Delivery Ticket.

  Customer Answer

  Date: 12/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I completely disagree that our complaint is completely false and without merit as the IMA store manager claims, based upon the following facts.  

  I do apologize however, that my original complaint had a typo regarding the timeframe between purchase and return.  It should have read we returned it within "30 business days" instead of "we returned it within 3 business days.  It is true we purchased the scooter the afternoon of May 9, 2023 and returned it on May 15, 2023 as the vendor stated.  But I believe the actual timeframe was four business days and well within the IMA's return policy of 30 days.

  On May 15, 2023 my wife and I tried to work out a resolution with the office manager. We described the details of the scooter repeatedly failing to operate and related safety issues: on Mother’s Day, I gave the scooter to my wife, helped her become acquainted with it, and had her test drive it. During her approximate 20 minute first use of the scooter it failed intermittently several times to operate (it failed to go forward three distinct times). Between each time, we had to let the scooter sit for a few minutes, turn the key off and on a couple of times, and it finally might go forward; but not always dependably. My wife, my son, and I all witnessed the scooter’s failure to operate and believed this product was defective and unsafe for my wife to continue to use.  Using my van, I returned the defective scooter to IMA on May 15, 2023.  Upon attempting to unload the scooter from my van, again the scooter failed to operate for me to even get it out of the van. I turned on the headlights on to see if the batteries were still properly charged and they were. I turned the key on and off and changed the drive “mode” from the lowest to medium setting, and it finally moved in my van and down the ramps. I didn’t want to use this setting, because I didn’t want the scooter to come down the ramps too fast.
  
  My wife and I did not want to purchase a defective scooter and asked them if they could replace it with one like it with one that would for sure operate properly.  The store manager stated she would only exchange it if we would pay the 25 percent return fee.  We asked if we could select another scooter from her store inventory: but she would only possibly agree to one of less value, ( approximately what we  paid for the original scooter minus the 25%).   The IMA manager’s position on the 25 percent restocking fee was very firm even before the service technician had a chance to conduct a thorough examination of the scooter.  At the time of purchase the restocking fee had not been verbally explained to me, and after reading the store’s policy, I still do not believe it  is clear, or should apply to new defective products.  We had only tested the scooter approximately 20-30 minutes, and returned it clean.  Some of the units on the vendor's floor likely get "test driven" that much by shoppers and are not classified as "used" and must be depreciated 25%.
  
  Before we left, the technician said he would need to check the scooter out to see if he could find any problems with the scooter that would merit a replacement from the manufacturer. The technician said that the manufacturer may not support them unless the scooter showed some kind of “error code”. I explained that if the scooter had a defective electrical system, motors, connections, or software, an error code may not properly show either.  On May 19th, I followed up with the IMA service technician to see if they had made any progress on a replacement from the manufacturer. I was told the manufacturer asked for error codes and IMA was not able to get an error code from the scooter for the malfunctions.   We as buyers had no way of providing or proving "error codes" if the scooter did not indicated them during our test drive.
  
  Other than my follow-up with the IMA technician on May 19th, I heard nothing more from the company, so I pursued the restocking fee issue with my credit card company.
  
  I still do not believe IMA is justified in charging such an excessive restocking fee of 25% for a defective item.  We returned the scooter very clean with only 20-30 minutes test run time.  This should not require such depreciation. 
  

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

  Business Response

  Date: 12/15/2023

  RE:  Complaint #********

  Dear Better Business Bureau,

  1.  Return Policy:

  Our return policy is applied fairly and consistently to all customers.  It allows for a full refund within 30 days of purchase for new, unused items, minus restocking fees of 25% on ************************/transport chairs.  In ************************** case, the scooter falls under the 25% restocking fee as indicated both on the signed Delivery Ticket and receipt provided to ***********************

  2.  Scooter Condition:

  While ********************** claims the scooter was defective, we received it in clean, new condition.  It is important to note that scooters displayed on our floor are not considered 'used' as they are tested only inside the store under controlled conditions.  This is in accordance with manufacturer guidelines.  A rhetorical question was used to explain it to us, 'If you test drive a new car, is it then considered used?"

  3. Diagnostic Testing:

  Upon return, the scooter was inspected by our technician who ran several diagnostic tests as soon as he returned from a delivery call.  While ********************** suggest the testing may not have been thorough, we assure you that our technicians are highly trained and follow established procedures to identify any malfunctions.  Our technician also offered to keep the scooter longer to continue to run tests to help identify any malfunctions.

  4.  Error Codes and Replacement:

  Unfortunately, no error codes were detected during the initial or subsequent testing.  As ********************** acknowledges, these codes are often crucial for manufacturers to determine the nature of the issue and approve replacement requests.  Without concrete evidence of malfunction, we are unable to secure a replacement from the manufacturer.

  5.  Restocking Fee:

  Our 25% restocking fee is standard industry practice and applies to all returned scooters/wheelchairs/transport chairs that have been used, even minimally.  This fee helps cover the costs associated with cleansing, disinfecting (as per joint commission guidelines), inspecting, repackaging and restocking the product.

  6.  Scooter Status:

  Since ************************** return of the scooter, the scooter has been placed in our rental fleet and has functioned flawlessly through multiple rentals.  This further indicates the absence of any detectable malfunction.

  We understand ************************** disappointment; however we believe we acted in accordance with our established policies and procedures.  We are always open to discussing potential solutions and would like to settle this matter as soon as possible.

  Kind regards,

  *************************, Manager

  I M A Medical Supply, Inc.