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:04/07/2025

  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 July 8, 2024 we took delivery of a Golden Technologies lift chair ordered from American Health Quality Products. We used their white glove service so it was all set up and I began using it immediately. I noticed it felt short and uncomfortable under my ankles but delivery can't do anything they said. Within two weeks my ankles and feet were growing numb while I was in the chair. My legs gradually began to swell and numbness spread upward toward my knees. Within three months my knees were very swollen and my calves, ankles and feet had very little feeling. I thought I was dying, but I had no idea it was the chair. Then while using the remote there was a crunch sound under the chair and it began to tip sideways. Very scary. Then a bolt fell out. I reported it to **** with pictures of the broken bolt. A service tech came to note the problem and I told him about my legs swelling and numbness. We purchased another lift chair locally and I began using that while waiting for a refund for the bad chair. Within just two days the numbness and swelling in my legs and feet started to go away. With five days it was resolved. My husband sat in the chair for a few days and his legs broke out in a rash. So we concluded it was the chair. By then the service tech had recommended a "scrap and replace" but I didn't want the same upholstery, believing it was toxic. So when I was refused a refund I requested the replacement in the man-made micro leather like the chair we purchased locally, which didn't bother me. We offered to pay the price difference (there is no upcharge, according to their website, for the man-made leather). The company built another chair but it had the original upholstery, which I refused. I need either a refund (which they refused) or a replacement with different, non-toxic upholstery. I've sent requests to their customer service but after telling me no refunds are paid by ****, they have not responded. Over $2200 lost and we still have an unusable chair.

  Business Response

  Date: 04/10/2025

  We were very sorry to hear of the issue. Working along with the manufacturer and the client it was agreed by the client to exchange the chair. At the request of the client, they wanted the same chair with a different fabric. The new chair is in production and once it is delivered the original chair will be picked up and returned. 

• Initial Complaint

  Date:12/07/2022

  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.

  Hi, I ordered a ********** Ergonomic 24 Lightweight wheelchair 20" seat ($879.95) for my 93yr. old, paralyzed uncle from AQHP on Nov 23, '22. The day before this, I had ordered him a Lynx brand wheelchair. I called customer service & ****** said, " the **** chair was on backorder until mid Feb, '23." She refunded that chair. He's in an ******** ****** wheelchair now. It's very uncomfortable for him. He's been in bed for 6 wks. now. He had a severe stroke 3 yrs. ago. The P.T. last spring took measurements & I ordered him what she told me to. We had these measurements & made sure they worked for the chair we then ordered from AQHP. The measurements were identical. What AQHP didn't point out to us, was that the ********** chair we ordered sits VERY LOW in the back of the seat. I tried cancelling this order (#*****) last Fri., Dec. 2nd, '22, but **** told me on the phone "it was just shipped that morning." I had been waiting for a tracking # & was never sent one. Also, Shelly had told me when I wanted to cancel "that's a good chair. It would be a shame if you cancelled that." When my uncle saw the chair yesterday, he noticed the seat was lower. And the armrests weren't long enough for him. The stroke 3 yrs. ago, left his body very paralyzed, including his swollen left hand & arm. Also, his legs & feet are too low in it. I sent an email to AQHP. It seemed the seat was too short, as he's too far forward in the chair (dangerous for doing a face plant.) **** said, "send a picture of the depth with a tape measure." The caregiver said, "it's 18" depth." That was rt., but he didn't like how the chair fit him. His mouth is level with the dining table. We consider it the error of AQHP because of the discrepancy in the measurements. The dimensions of Strongback don't match up. Shelley said, "get the P.T. to measure properly, & don't order again until you have rt. measurements!" I would like a full return, no return shipping fee, & no restocking fee. Sincerely, *************************

  Business Response

  Date: 12/16/2022

  We are truly sorry this chair did not work out. All the measurements are clearly noted on the web site. The clients PT also noted that the measurements were correct. The client wanted to return the chair and we did issue a return authorization. Once the chair is returned we will refund according to our return policy. Tell us why here...

  Customer Answer

  Date: 12/21/2022

  [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: This AQHP company still did not address my complaint. Yes, the "********** Ergonomic 24 Lightweight wheelchair did provide measurements online. They were the same measurements the PT told me to get. What this strongback chair does not tell you online, & neither did ****** or **** with AQHP, is that these measurements are not accurate for the whole seat from front to back. When my uncle sat in the seat, the back of the seat was at least 3 inches lower than in the front of the seat. His whole center of gravity was thrown off when sitting in that chair. This is definitely faulty advertising on the side of Strongback wheelchairs. AQHP may not have been aware of this problem with this Strongback, but it is an error nonetheless for telling me "It's a good chair - would be a shame if you didn't get it for your uncle." I am still requesting a full refund, including the return shipping fee deducted, and the restocking fee deducted. After my uncle tried out this chair, there's definitely an error in the measurements. The seat does not measure the same height in the back as in the front. AQHP did not point this error out to me. It would work for a short person but not for most people. I gave the height of my uncle to ****** and she said "yes, this chair would work". Now AQHP knows it won't work for most people over 5 feet 6 niches. This should be stated online. & AQHP needs to point this error out to the customers. Blaming them for not having their measurements right is not good. People won't shop with them again if they are not treated fairly. 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 01/06/2023

  To satisfy this clients concerns, there is a manual that shows how to adjust the seat as they need it. There are 3 different seat settings available. This truly is a special chair. All the client has to do is read the manual. We believe the problem will be solved. They should work with their PT to reset the axle.

  Customer Answer

  Date: 01/10/2023

  [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 the chair did not work out for my uncle. The PT did adjust it in all 3 positions, and it still didn't work for him. She also worked with the axle and the chair was still leaning forward. And for your information, we did read the manual. As of my last ******** card statement, this company still has not refunded anything on this chair. I returned it over 5 weeks ago. Please refund this chair on my credit card, even if you have to charge the restocking fee.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 01/20/2023

  This account has been refunded according to our return policy.

  Tell us why here...

  Customer Answer

  Date: 01/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/16/2022

  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 ordered a ******* trike from this company. I was told that it would be soon sent to me. Come to find out this trike was back ordered until November. It is now November 16th and still no trike. The finance company that they deal hand in hand with have you quickly sign a contract and sign it. What they don't tell you is that this is a contract designed to trap you. If this company really cared about disabled persons then this wouldn't even be an option. This is a predatory company that puts on a helpful face.

  Business Response

  Date: 11/22/2022

  Everything is clearly posted on our website. The client made a buying decision to purchase an ******* Foot Tryke. It was noted on the website of a late December ETA. Client also made the decision to finance with a 3rd party offered through our website. American Quality Health Products does NOT get involved in financing or offer financing advise. The finance company then purchases the product from AQHP. The client is asked to sign off on a contract from the finance company that he should have read. We do not know if it was ever read or not. We are sorry the client feels this way, however everything is noted on the website. 

  Customer Answer

  Date: 11/23/2022

  [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:

  There is nothing on the status of the order or anywhere on the website that shows you how long you will be waiting on the product. I was told by November for the item to arrive. To this day they had to contact manufacturers to see if the item could be canceled. I don't see what the big deal is with canceling a product that supposedly hasn't even been manufactured yet. Before you quote you signed the contract remember that you said that they are a third party company. They are waiting on money back from you because they are willing to cancel the contract. You just wont give them back the money. So, I ask you, return the money to the third party company so that this can be resolved. 
  
  Regards,
  
  *********************