Complaints

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year I purchased a Power Recliner from this company. This summer I visited their showroom on 7/19/24 in ************ to purchase a matching recliner. I brought along the warranty paperwork for the first chair that contained the product ID and serial number. I also showed the staff a picture of the first chair. The staff wrote down all of the product details on an order form and examined the picture and I was assured they would provide an exact match to the first chair. Since they did not have this chair on their showroom floor they said it would take about 2 weeks to order an exact match. We agreed on the price of $2,801.50 and we paid in full by credit card.Three weeks later a chair was delivered to our home. Shortly after setting up the two chairs side by side in our living room the delivery driver noted the new chair was the wrong color and he recommended that we not sign the delivery paperwork for acceptance of the new chair. He said he would notify the owner of the error.We have called the store to resolve this mistake and they refuse to discuss the issue over the phone. They hang up as soon as they realize why I am calling. I have disputed the charge with my credit card company and I have sent a Certified Letter requesting the return of my funds and have asked them to please pick up the chair since it is taking up space in my home. As of today they have refused to discuss this matter.

  Business response

  08/23/2024

  We had ordered this product for the customer upon their request. When we went to deliver this chair we were a couple minutes late and because of that our delivery driver got yelled at and was yelling at the employees and the driver on the phone. The customer refused to sign the paperwork as well. We ordered the same chair that the customer had bought from us before the color and model number was written on the paperwork. We also have a policy here that all sales are final and this is written on the receipt which was given to the customer. 

  Customer response

  08/26/2024

   
  Complaint: 22151720
  
  I am rejecting this response because:

  I did not receive the chair in the color that I requested. I was very clear about the details of this purchase. I brought the warranty paperwork with the model number and serial number of the chair that I had purchased previously. I also supplied a picture of the previous chair that showed the color I requested was brown. I was assured by the merchant that I would be receiving a brown chair. The chair that was set up in my living room is gray.

  The delivery was 9 hours late. The chair that was set up in my living room is not the color that I requested and it is not the color the merchant represented I would be receiving. I refused to accept delivery of the gray chair because it is the wrong color. The merchant made a mistake when they ordered the chair from their supplier. They ordered the wrong color and delivered the wrong color and have refused to correct their mistake. 

  This "sale" is not final. I'm still waiting for delivery of the brown chair that I requested and was assured would be delivered. The sale remains open and is not final because the merchant has not fulfilled their duty to supply what I ordered. I paid for a brown chair and received a gray chair instead so the sale remains open.

  I am willing to resolve this complaint if the merchant will remove the gray chair from my home and co-operate with my credit card company to refund the cost in full of the gray chair. I believe this is more than reasonable given the circumstances.

  Sincerely,
  
  **** *****

  Business response

  09/13/2024

  Hello, You are saying that you didnt receive the right color, yet you still decided to keep it. You should have refused to accept the chair upon delivery if you were not satisfied with the color. All sales are final and we will not be able to refund you for the chair.

  Customer response

  09/16/2024

   
  Complaint: 22151720
  
  I am rejecting this response because:

  I did not accept delivery of the chair. I refused to sign the sales order at the time of delivery and your delivery driver refused to load the chair back on the truck and remove it from my home even after admitting it was the wrong color. I have attached a copy of the sales order as proof that I did not sign the delivery paperwork and accept delivery. This merchant delivered the wrong product to my home and has refused to correct their mistake. They have attempted to invoke a policy that all sales are final. The sale that I agreed to hasn't taken place and the merchant is in breach of the original purchase agreement. I will continue to pursue this complaint until the merchant delivers the chair that I ordered or they remove the wrong chair from my home and cancel the sale.

  Sincerely,
  
  **** *****

  Business response

  09/22/2024

  Hello ****, 

  We have placed an order for you for the same lift chair that you have but in brown. The lift chair will take 1-2 weeks to get to us, as soon as it arrives we will come and swap it out for you. We also tried reaching out to you yesterday by calling your cell, when the chair does come in we will try calling again to set up a date for the swap.

  Thank You,

  Hartland Home Medical Supply

  Customer response

  09/23/2024

   
  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

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My brother is disabled. He had a sore on his foot he went to the foot doctor, and they told us to go to heartland medical supply in ************. He has worn the boot for one month. It is literally falling apart, and a hole on the bottom. I called Hartland today to see if they can replace or repair my brothers boot. They said they do not do that its wear and tear. I asked if they would look his name up so I could buy another boot. They said they do not carry peoples name and address and no records. They said its a cash only store they have four locations in ************ asked for her first and last name she would not give me her last name, I asked to talk to the manager. She said she was the manager. She was very rude and told me that they do not take insurance and to Cash only store. When I went on their website, you can charge something on a credit card. so shes taking cash from all these old people to buy wheelchairs and scooters and she said that they do not take insurance. I think thats scamming people scamming old people and its terrible. She said her name was ****. I asked her if she was in the Crystal **** location. She said yes. When I hung up with her I called the ********** location and guess who answered the phone ****!! What kind of business are they running?! so she said she cannot repair replace or refund my money for the boot

  Business response

  02/29/2024

  See attachment

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  03/30/2023 purchased a Golden Technologies Eagle scooter. Paid $ ******* for the scooter, set up and delivery.03/31 Scooter delivered. I had to provide tools to assemble scooter and then fix the mirror and phone holder after they left because assembled wrong. Took scooter for short ride and stated having battery problems; Contacted Mosses at Hartland about the issues and was told to charge it and everything will be ok.04/07 Due to rain was not able to test after charging. Still have a battery problem. Called Hartland leave a message about problem.04/08-10 continue to leave messages and finally get a call back on 4/10 a technician will call me back. He never called. Also start communicating with Golden technologies via web site.4/11-12 continue to call Hartland and leave message tech calls and makes appointment 4/13 5-7 pm 4/13 reschedules for 4/14 4/14 tech finds batteries bad will put in warranty claim. Will get back to me on date.4/15-17 call leave message I get call on 4/17 told battery will be in 4/21 they will be out to install as soon as arrive will see if they can improve date will call back.04/19 Go to Golden tech to fill out Customer escalation *******/************************* tech calls cannot come out will call back. never does 4/22 had to go to Hartland swap out battery and install myself.I continue to work with Golden technology to evaluate problem Hartland still does not return calls. ****** feels the scooter needs a complete look over need to take to Hartland.Attached is a full detailed account of what happen from the time I purchased the scooter until filling this report.

• Initial Complaint

  03/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of Transaction: 2/3/2023 (images attached)What Business committed to provide:Hartland Medical Group ******************************************************************** Phone: ************** What did we buy: Home medical equipment for hospice patient Nature of Dispute: We were over-charged on items.Hartland Medical charged premium prices on top brands then delivered less expensive off name brands. Some items had price tags attached yet charged higher $600 discount was not applied *************** were not given No training was provided Warranty repairs have not been addressed - Bed rail is still broken and unusable Will not return phone calls Will not provide itemized receipt for insurance submittal Misrepresented the transaction on ****** reviews by stating untrue facts. The review image attached explains The items overcharged are:No $600 discount was applied We were charged for 80 diapers and only received 40 The wheelchair is marked $499, we were charged $599 - $100 over charge and different brand than what we ordered. We ordered a Drive model, We received a Medline model.The ***** lift was overcharged by $500 The Commode was overcharged by $100 Did they try to resolve:No. They would not return calls until filing a complaint to the BBB was notified What we would like: Our bed fixed and reimbursement of overcharges in the amount of $1400

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 23, 2022, we were in desperate need of a portable concentrated oxygen unit.The Hartland medical supply store located at ****************************************************************************************** said they didnt rent these units and tried to sell me a $2,900 unit over the phone upon inquiry. So I called the Crystal **** store and they said they DO rent these units but the two that they had needed repair. He also told us the rental agreements were the same at all their stores. Since we were closer to **********, I had my brother call back to see if hed get the same sales pitch and they told him theyd rent him a portable concentrated O2 unit for $500 a month. We went to pick up the unit they were wiling to rent! We also rented a wheelchair and home 02 unit while we were there. We were told that the credit card we were using wouldnt be charged for 5 days because sometimes people needed to return the equipment. We got home and the portable unit gave us an error message to call manufacture as it didnt work! I returned all of the equipment we rented on July 26th at my earliest convenience as Im working with a deathly ill parent and was told the card had been charged, they didnt care about portable machine not working and they argued that we were NOT told they wouldnt charge the card. I was so disgusted first by their attempt to sell me a portable machine they could easily rent and the woman willing at me about her deceit and not offering to refund the rental of the broken portable unit that I left the store. This type of customer service in the face of whats obviously a medical emergency wasnt going to be debated. I just didnt have the energy and told them Id contest the charges and leave them a bad review in lieu of arguing with them. Id like them to credit us the $500 for the damaged machine.

*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. ↩