ComplaintsforHoveround Corporation

Wheelchairs

HeadquartersMulti Location Business

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Initial Complaint
09/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My husband is 82 years old and we got a Hoveround to assist him with mobility. However, it was tearing up the floors and trim in our house because the chair is too big for the doors, and the wheels are not good for wood floors, it tears them up and eats the rugs. So therefore he could not use the chair. The real issue is that I have been calling them for months to pick-up the chair and they always say they will call back and that they will come and get the chair but they never do! He is handicapped and can not use this chair. It's been months and months. They do not care about their customers!
Business response
09/13/2024
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire *********************** Privacy laws prevent us from responding in a public forum, however,our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We bought the power wheelchair 3-2023, it broke 3-2024 I called it was 11 days out of warranty , the bushing broke in the back end of chair, they told me we needed a Dr prescription to get it fixed and to keep using it just use seat belt, now something else has broke, they received the Dr prescription, nothing done yet, I am an amputee and cant use crutches or ****** this is the only way to get around, I had changed insurance the first of the year so they are out of network now, and keep telling me and my insurance they need a single care agreement letter to go forward even tho insurance said it would pay 100% ******** rate. I have been getting the run around since March and I need help getting chair fixed or a new one. Every time I call Hoveround they keep telling me they are waiting on my insurance and when I call insurance they say they have sent what they want. Please help!!!!!
Business response
07/22/2024
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization.Healthcare Privacy laws prevent us from responding in a public forum, however,our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
05/17/2024
Complaint Type:
Delivery Issues
Status:
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.
Ordered hovercraft on the telephone and was delivered last Tuesday unassembled in box, weighing over 200lbs with the box making it impossible for us to get it in our home ready to use. The Delivery driver helped get it out of the box thankfully & discovered it defective with plastic stuck in the wheel and a flat spot in the tire wheel making it not operable. We chose to reject the delivery with understanding it would be repaired and returned in new condition. The following week a return delivery was attempted with the same hovercraft defect and the delivery driver informed us that it was just sitting in the warehouse. We elected to refuse the delivery once again since it is not functional and is supposed to be brand new. Called the company headquarters and was told that I would need to pay a fee for restocking of $1500. Also a delivery fee of $100. And an additional manufacturing fee of some sort totaling around $2000. I purchased this product for $3745. I called my bank to contest the charge but Im still waiting for the completion of all the payment to be returned.
Business response
05/20/2024
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
05/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
ADVISED BY HOVEROUND TO MAKE APPOINTMENT WITH MY PRIMARY DOCTOR SOLELY TO DISCUSS THE NEED FOR A POWERED SCOOTER.I DID SO.MY DOCTOR AUTHORIZED AND FILLED OUT ALL PAPERWORK.MY INSURANCE APPROVED.I WAS CONTACTED BY HOVEROUND AND ADVISED ALL WAS SET BUT MY INSURANCE PAID ONLY 80%AND HOVEROUND NEEDED TO COLLECT THE 20%REMAINING BEFORE I COULD RECEIVE THE SCOOTER BUT THEY COULD BREAK PAYMENTS DOWN TO 7 THEY HAD TO COLLECT $156 TODAY AND GET AUTO PAY FROM BANK FOR BALANCE.I DONT PAY ANYONE FOR ANYTHING I DONT HAVE.I WAS EXPECTED TO FORWARD BY SENSITIVE BANK INFORMATION $156 AND HAVE TO WAIT FOR AN UNSPECIFIED TIME FOR DELIVERY.THIS IS POOR BUSINEES TO SAY THE LEAST.IM 76 ON A FIXED INCOME WHO BORE THE EXPENSES OF 4 UBBER RIDES TO AND FROM MY DOCTOR,CONTACTING HER WITH NEW INFO HOVEROUND REQUESTED,RECEIVING LETTERS STATING HOVEROUND HAD BEEN TRYING"UNSUCESSFULLY"TO REACH ME BY PHONE A PREFABRICATION AND CAUSING ME TO DOUBT THEIR CREDIBILITY.SEE ATTACHED
Business response
05/15/2024
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I contacted hoveround over a year ago looking to get information on how to purchase a wheelchair for my brother, but never talk to anyone just left my name and number but fortunately a wheelchair was purchase through other opportunities now called them today to be removed from the call list and they want my brother's name before they can proceed which again I never mentioned his name from the very first call, and they have been calling my number ever since leaving voice messages. Just wanted to be removed without invading questions
Business response
05/14/2024
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, if youd like to continue the conversation, please call us at ************
Initial Complaint
03/28/2024
Complaint Type:
Product Issues
Status:
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.
I have purchased a scooter from Hover 1. I received it but it does not work. I have tried For 2 1/2 weeks to reach the company, no one will responded to me. Please advise
Business response
04/10/2024
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization.Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
01/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I called about my power chair on January 5th and told them my chair was making a clanking sound and the man I spoke to refused to file my complaint and have someone check it out. He said the person that came for the same complaint a few months ago found nothing wrong. I said the repair man told me something that time was bent and he fixed it. This chair has had continuous problems.
Business response
01/10/2024
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
12/21/2023
Complaint Type:
Product Issues
Status:
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.
Approximately two weeks ago I bought a four wheel outside scooter for my personal use . I made communication with a salesman by name ***********************. ****** sent me pictures of the ************* with specification. Me Being a retired engineer with balance disorder issues carefully reviewed the specification and ordered the scooter on the understanding the company would accepts returns. I received the scooter and I was dismayed the scooter came in a box and not on a crater. A friend of mine helped to assemble the scooter which looked like a TOY! Both the arm rest are the same time meaning the right hand site DOESN'T FIT! The tires looked like bicycle tires and it was DEFINITELY A TOY FOR INDOOR USE. I contacted the merchant with phone calls and Emails with no response. Today I spoke with ****** and he said I can return the bicycle with restocking fee shipping fee etc amounting to over $ 450! This is atrocious. How can an Indoor scooter be used outdoors unless one has a big bungalow like Mara ** GO? I am dismayed a reputable company would engage in selling such cotton unsteady item with wrong parts! Hoverand is a reputable mobility scooter being in business for decades and I am bewildered they peddled such items and s******* retired customers on social security! I request BBB to investigate my sincere complaint.Thanks BBB
Business response
01/03/2024
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Customer response
01/03/2024

Complaint: 21042527

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
11/29/2023
Complaint Type:
Product Issues
Status:
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.
Over the course of a month, I spoke with SEVERAL sales personnel at Hoveround to purchase a Electric wheelchair for my 85 year old father and was able to purchase one with the assistance of *************** The chair was delivered on Thursday, November 9, 2023 and unfortunately he passed away on Sunday, November 12, 2023. I called Hoveround on November 13, 2023 and several days afterwards to return the chair and receive a refund of $669.44 but they are telling me that since the chair was paid for with the help of his insurance, they are unable to refund my portion of the chair and I am unable to return the chair. I contacted ***** also and they were unable to help me as well. Hoveround's refund policy does not reflect that the chair is non-returnable under these circumstances. Please assist!! Thank you for your help.
Business response
12/13/2023
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Initial Complaint
11/06/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Received new MPV5 in February. Tires do not provide traction, chair is making a clunking noise in reverse, ball bearings have fallen out of bottom of chair. This was reported in September and we have followed up weekly to no avail. The chair is for a 90 year old disabled female to get around her home. Just need it repaired!
Business response
11/06/2023
Thank you for sharing this feedback with us. Our mission is to deliver the highest quality patient care throughout our entire organization. Healthcare Privacy laws prevent us from responding in a public forum; however, our policy is to reach out privately to anyone who is a client to try to resolve their concerns.
Customer response
11/08/2023

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.

Sincerely,

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

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