Complaints

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Handi Medical has a notorious problem of going well beyond their service level time frames. Over and over and over again. I don't know why we continue to use this company other than there are few DME companies out there. They service to the disability community and put a lot of people at risk because they are not being properly reviewed or mandated. Their inability to communicate effectively between their own departments, their blatant lies about status updates, orders, and service is just astounding. We have experienced this repeatedly and we have been more than patient on very basic items of repair needed. When you service to a community that is reliant on their services and they are wheelchair bound, there is an expectation that you do so with integrity and speed. AGAIN, my husbands primary wheelchair has been in need of tires for 4 weeks. Was told 2 weeks and now when we call they have yet to find parts??? He is a paraplegic in a back up chair for a month. BBB please read their ****** reviews. This is a company that needs to be penalized, fined, something so they choose to do the right thing. If they cannot do a timely repair dont take the item and promise otherwise.

  

  Business response

  08/31/2023

  Thank you for bringing this matter to our attention. First and foremost, we apologize that this customer had a negative experience at **********************. It is our intention to provide our customers with enriching interactions that add value to their lives.  Per this Customer Review, communication and timeliness regarding the repair of a wheelchair was inconsistent,frustrating and requires action on the part of Handi Medical Supply.

  
  After a thorough review of the situation, we narrowed the cause to multiple missteps by our service **************** and technician responsible for evaluating parts needed for the two sets of wheels.  The consumer contacted the service department on 7/12/23 to inquire about new rims, spokes,and tires for two sets of wheels for his manual wheelchair.  It was arranged the consumer would deliver the wheels to our location in St ****, which he did later that same morning.  *********** coordinator who created the order to evaluate all parts needed did not add this appointment to a technicians schedule, causing the first delay when it was discovered 8/4/23 no work had been done or parts ordered. The technician was scheduled to evaluate the wheels on 8/7/23 but assisted walk-in appointment customers and failed to reschedule the time needed to complete the evaluation and obtain a quote. On 8/9/23 our service supervisor left a voicemail for the consumer for parts needed.  The parts arrived on 8/29/23 and were incorrect based on the serial number of the chair.  The correct rims and tires were ordered with expedited shipping and are expected to be received 8/31/23 to be installed and attempt to deliver back to the customer on 9/1/23.   

  
  We have met with the coordinators and technician responsible for fulfilling our mission and commitment to enrich the lives of our clients and caregivers.  Standard operating procedures were not followed and resulted in corrective action for the team members involved,including additional training. 

  Customer response

  08/31/2023

  I am rejecting this response because: I would like everything delivered to our home.  We have shown up to the facility twice and we have spoken to different individuals over the course of 45 days; all with different excuses. 

  As a concerned customer who has been experiencing consistent and distressing issues with your company's handling of disability items, I filed the complaint because your company shows no interest to fix your process.  The process is seriously broken within your servicing department.  We order ongoing medical supplies and have great results BUT when it comes to DME Durable Medical Equipment which includes parts, repairs, equipment, service --  your company has grossly missed the mark. Despite my efforts to address these issues through various channels, the problems persist,which has caused significant frustration and inconvenience. Instances are many which include wrong to no communication, items were delayed, incorrect, or inadequately prepared. 
  

  Individuals relying on disability items, such as myself, face challenges that are already substantial. The recurring errors in your company's processes exacerbate these difficulties, potentially leading to compromised health and wellbeing. This situation not only undermines the trust that customers place in your services but also tarnishes your company's reputation.

  I respectfully urge your company to take immediate action to address the root causes of these issues. It is imperative that you enhance your quality control measures, improve communication channels with customers, and implement the necessary changes to prevent these problems from occurring in the future. 

  As a long-term customer, I believe in your company's potential to provide exceptional service in this area, and you need to to regain the trust of customers like myself by demonstrating your commitment to providing reliable and respectful services to individuals with disabilities.

   

  
  

*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. ↩