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Business Profile

Wheelchairs

Orbit Medical, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wheelchairs.

Complaints

This profile includes complaints for Orbit Medical, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Orbit Medical, Inc. has 5 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Here is the situation. My power chair needed repair, what it needed was 2 new drive wheel motors. I watched a video online about how this is done and it can be done in just a day. On May 24th Orbit medical picked up my chair to take it in for service. I still have not got my power chair back. It has been almost 3 months. I have called every couple weeks trying to find out what is going on as when the guy picked it up he said it might be a week or two. I keep getting such a run around and am getting frustrated by this as the loaner chair they gave me is not made for my size and it always wants to tip forward when I try to go down the ramp it is a safety hazzard. I just am at a loss of what steps to take next with these people. Reason why it is with them is because ******** is suppose to cover some of the cost. I am so frustrated with this company and the run around in getting my power chair back. It is a Jazzy Elite HD made for someone 400pounds and the loaner is a small one that tips me forward when I try to go down the ramp.

      Business Response

      Date: 08/22/2024

      Hello, 

      We spoke to Ms. *** on 04/30/2024 stating that she was having issues with her power wheelchair. A service request was submitted. The service went through our review process, which includes verifying insurance benefits. A service technician routed to patients' home on 05/21/2024. At the time of the visit the technician determined that the wheelchair was unable to be repaired in her home and needed to be brought back to our warehouse for further evaluation. Patient was given a courtesy wheelchair that is provided to patients to allow her to complete her daily task. Loaners are may not be the exact wheelchair that patient has but comparable. 

      We spoke to Ms. *** several times while her wheelchair was in our warehouse and advised that we were still working on her wheelchair. 

      After Ms. *** chair was evaluated at the warehouse our technicians determined that there was extensive damage to the chair from normal usage that required additional parts to be replaced. All parts needed are not available in our warehouse and require us to place an order from our manufacturer. Once the parts were received in our warehouse all parts were replaced and ************* wheelchair was returned to her on 08/19/2024 in great working condition. 

       

       

      Customer Answer

      Date: 08/22/2024

       
      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.  

      Sincerely,

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

    • Initial Complaint

      Date:03/28/2024

      Type:Billing Issues
      Status:
      Answered
      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 rec. a bill from them on 1/8/24, I called immediately and told them to come pick up their durable medical equipment. They charged me 7416.00 for a 2500.00 electric Wheelchair. We are on SS and they didn't cover that much. They said they have to charge that much or ss will not cover it. The representative told me if I paid 241.00 out of a 883.25 co-pay amount, they would comp the rest. I have rec. 3 more bills for the ballance of the bill and now they don't answer phones, or give me a person that would help. I spoke to a man named jamie and a girl named racheal. Jamie was the one that told me they have to overcharge to get payment from ss(social security).Patient ID is ******. I can send supporting documents via snail mail if you need them. email me your address to mail them to.

      Business Response

      Date: 04/02/2024

      Hello Ms. *******,

      First, I would like to apologize for any inconvenience you and Mr. ******* may have received. 

      We had transitioned to a new billing platform earlier this year, and this could have been the reason you received multiple invoices, because invoices were simultaneously generating from both platforms.

      There is currently a $0.00 balance on the account and no payment is due. The account has been settled in full.

      Once again, we apologize for any inconvenience.

      If you have any questions you may contact me at ###-###-####

      Sincerely,

      Fabian M*******,

      Revenue Cycle Director

    Orbit Medical, Inc. is NOT a BBB Accredited Business.

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