Business Profile
Wheelchairs
Hoveround CorporationHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Wheelchairs.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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,
*************************Initial Complaint
10/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
My ********************* has approved for me a Hoveround but Im being told because of my weight Im not eligible but I know they have scooters for weight capacity of more than 300lbs. The lady was very rude & when I asked if she could help me with another scooter she was very rude and said no contact another company. I have checked with *********** do have scooted that go up to 400 but I dont need one that big only 325. Im mean ins is willing to pay so why cant they help a person that cant walk much & needs out of house for sanity reasons.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.Initial Complaint
09/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
******, 2022 my doctor sent an order to Hoveround for a mobility scooter for myself. Here it is 14 months later and I still have not received the scooter. Every time I call the company I get a different answer. Ive been lied to and deceived. I need this scooter and Im tired of getting the runaround.Business response
10/11/2023
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
09/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I talked to some one months ago they said they had everything that they needed and I'm approved and the Scooter will be in to them in Sept and that is when it will be shipped. Now I call they telling me they need only one paper work. This is ridiculous they could have told me that at first . It's very very very hard to get my Dr ****** staff to fill out paper work they are a very small staff.So far they filled out long paper work three times that you a kept losing Could you all refax the paperwork to *************************** my name is *********************** ***** 08/14/1966 Fax ********** ****************************************************************** Npi ********** ************************Business response
09/22/2023
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
08/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
They refuse to repair my hoveround chairBusiness response
08/14/2023
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
08/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received the wrong wheelchair from hoverround. They sent me a chair for up to 400 pounds. I weigh about 270 pounds. It is partially my fault when I went to the doctor. I did not get away that day. I just told the nurse by weight and she either forgot or recorded what was on my chart from a few months ago. Chair is not usable in my apartment. Its too big and I barely get through the door.I just want to exchange my chair for one size smaller I dont want any refund signatures, cheaper, and I am willing to pay a restocking fee I just wanna chair I can use because my current chair is about on its last legs and I cannot survive without a chairBusiness response
08/21/2023
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
08/23/2023
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,
*****************************Initial Complaint
07/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
My brother *********************** died on Memorial day of this year. He lived in ****** ****. He put a down payment on one of your Hoverounds. The first time I called the company (***********) I was told that they would be sending me a refund check for $1273.94. I thought that would help pay for is funeral. I did not hear from then again for a few more weeks. I then called them and they were very unsure if they should talk to me and said they would get back to me. Here it is July, I called again and they again said they would call me back, but no one had. I would like to resolve this and get on with my life. I am 82 years old and don't think I deserve this kind of treatment. I would like to know where I go from here. Thank you for your attention. *************************.Business response
07/21/2023
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
07/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have paid for repair and parts for my wheel chair but the company keeps putting off coming to my home to actually do the repairs I have already paid for. I have called multiple times but they keep giving one excuse after another and it takes half an hour to get anyone on the phone.Business response
07/31/2023
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
07/17/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been dealing with Hoveround since January 2023 to get repairs made to my motorized wheelchair because it is very slow moving & made gloud grinding noises. Hoveround said I was due for new ****************** & a tech would call to make an appointment to come to my home to fix it. After 2 weeks, there was no call. I called & Hoveround said I had to pay $180 for my copay before they would schedule. I paid this. March 22, 2023, the tech comes & replaces batteries & 3 of 4 caster wheels. He said he needed to order the 4th one. He did not change the motors. He said they didn't need replaced. When I asked him what would make the chair slow, he said bad motors would do that, but yet he left without changing them. I called Hoveround & told them I wanted the motors my ************* paid for. When the caster wheel came in, Hoveround called & said I owed them $37 before they would come back & put in the motors and wheel. When the tech returned to work on the chair, he had a real bad attitude. He hurried through changing the motors & said he was done. He was not going to change the wheel until I refused to sign for his work. I tested the chair. I told him it was still slow. He shrugged & left. When I called the company to get him to come back & fix it, I was told he refused to come back because I had mistreated him. Nothing happened between us. I have a witness. They said had to go through a 3rd party to get the repairs. There is no one else in my area who works on them. So a supervisor from Hoveround said this guy had to come back, an appointment was made for July 14. I called July 13 to confirm. They said he would call to say what time. Nothing. I called Hoveround on July 14. They said we were not on the schedule. After the run around, we are waiting for another supervisor to make a decision. Requests to speak to scheduling department were also denied. Requests for copies of paperwork of work done to my chair have been denied.Business response
07/31/2023
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
06/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
All this started around August 1,2022. I don't know what my ***************** paid but I made a down payment of $249.27 and $34.27 since September 27,2022 totaling $308.27. I use auto pay to pay my bill.. I got a call from collections. on 1/11/23 I called HoverRound after a collection had called me. Spoke to ******** confirmed my auto payment gave me auth #****** .2/14/23 call from collection agency, I called HoverRound spoke to ****** she confirmed my payment, 4/14/23 collection agency called again. I spoke to ******** she said that my balance was now $171,10 to ignore call from collections. She said that she doesn't understand why there's still issues with my payments. Received a call today 5/30/23. I've had it so I am coming to you for help. Will you help me? FYI according to ****** the MPV5 chair only cost $663.88. I don't know what HoverRound charged my insuranceBusiness response
06/14/2023
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.
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
48 total complaints in the last 3 years.
10 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.