Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  due to water damage need to have carpet replaced need chair lift to be uninstalled then reinstalled

  

  Business response

  01/31/2025

  Thank you for your feedback, although I am not positive what your dissatisfaction is.  Our records show that we came out for a repair in 12/28, but the unit was working.  We are happy to schedule another trip, but have no record of this request.  I will have a service coordinator reach out so we can get you scheduled. 

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a lift chair for my elderly parents December 9th online. The purchase price was $1924.23. To my surprise this price does not come with in home delivery and set up. The chair was delivered December 17th and the delivery company refused to bring it in the house. My elderly mother was distraught and told them to take it back. There was nothing she could do with it. I called the company and was told In-home delivery and setup is a separate and additional charge service. Completely unacceptable and unbelievable that furniture ordered from a medical equipment specialty store does not come with in-home delivery and set up. The amount of money spent should include total and complete delivery and setup. Why would this furniture purchase and delivery be different than any other piece of furniture purchased from another retailer. This is ridiculous and a scam. Deplorable when their target demographic is the elderly and disabled. Are they billing ********? Furthermore, the company wants to charge me 15% restocking fee for a return, which is $288.63! I want ALL of my money back!! I will seek an elderly advocate group and get an attorney if I have to.

  

  Business response

  12/20/2024

  Hi *****, 

  Thank you for your feedback.  We have been in touch as this concerned has been raised on other platforms.  We apologize for the inconvenience, however, when you purchase something online the item is drop shipped from the manufacturer and delivered by a carrier and left at your door.  This is typical practice for ecommerce websites (most people are familiar with ****** in today's world).  We do offer a 'white glove' service which means we will have the item shipped to a technician, who unpackages it, sets it up and delivers it into your home.  Your order came through organically, meaning you did not place the order with a sales representative.  The white glove option is present at check out with a description of what this means and how much it costs.  As a local customer to one of our retail locations, we were able to have the item reconsigned to the local store and have collected payment and added white glove service to this order, as the shipment was refused at delivery.  Once again, we apologize for any inconvenience. Our website is transparent about the delivery options, and we also have customer service and sales representatives available to assist if needed. Please let us know if further assistance is required.  If not, once your chair arrives here, we will call to schedule delivery. 

  Customer response

  12/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  The company is a medical supply and furniutre company, not ******.  You specilize is servicing the elderly and/or individuals with mobility issues. These individuals will always need their medical equipment and/or furniture delivered inside the home.  Your business structure cannot mirror ******.  To charge an additional fee to have medically necessary items installed in the home seems unethical.  With this said, I did pay the additional "white glove" fee to have the chair brought inside my elderly mother's home, but to date, 12/26/2024, I still do not have the chair.  How "white glove" could a service be when it takes this long to have an very expensive item delivered. Until the chair is delivered and in our possession this case is not resolved. 
  
  Regards,
  
  ***** ******
  

  

  Business response

  01/06/2025

  This item was delivered on 1/2. 

• Initial Complaint

  12/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a mobile chair lift for outside my home, it worked once then stopped the service guy said I was doing something wrong but it worked a few more times and has stopped again. I called to request service, it has been nine days and I have called several times asking for service. The service guy called and said he wasn’t able to come over and asked if he could Saturday morning because of a family issue. I said fine. He never showed up or called me. I called this morning and have not heard back. I paid in full over $6,000 I am blind, 89 years old but I am not stupid. I know how to operate a chair. They treat me as if I’m doing something wrong. It is easy to operate. It will not work. I have sighted friends and family and no one else can make it work. Please help either get it repaired once and for all or uninstall it and return my money. I am going to have surgery in January and would like to be able to use my chair.

  

  Business response

  12/20/2024

  Hi *******, 

  I spoke with the technician who you saw this week. He has ordered a part for your unit, but when he left the unit was in working condition. Once the parts arrive, we will schedule the next service trip.

   

  Thank you. 

  Customer response

  01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Regarding complaint #************* On behalf of ******* ****. This is my mother. (Blind) 89 yrs. She had back surgery January 6th and as of today still in the hospital. She will be returning home in two weeks. The chair lift purchased early December has worked 7 times the battery replaced and stopped working again since we filed complaint before Christmas. The last service call Was January 3 by a James J******. He said the chair needs a new circuit board. Then a snow storm hit and my mother is in the hospital. She paid $6,0000.00 in full for a brand new chair and is unable to use it. We need it working for when she returns home. Please. Help. I contacted the service department myself and they always say we will have someone contact you and they fluff us off. They said well a refund is not going to happen because it’s 30 days old but it has only worked seven days. And they fluff us off for repair for several days and when they do show up something else needs replacement. Please! 
  
  
  
  Regards,
  
  ******* ****
  

  

  Business response

  01/21/2025

  Thank you for your continued feedback. A technician went out and the unit is operational.  He states there was ice falling out of the unit, this is an outdoor unit so the weather can affect the functionality.  It is my understanding that the unit is covered, but with these extreme temperatures and snowfall, we can still see issues with outdoor units.  Replacement of this unit is not necessary as this is not a manufacturing defect, see below the timeline of events/operation timeline. It seems outside, uncontrollable factors are playing a role.  The issues reported are not consistent and have been remedied at each tech visit. Per BBB customer's daughter is involved and to my knowledge we have not spoken with her, but communicate with the customer directly.  Our ADA manager/scheduler would be happy to speak with her further if she would like. 
  
  11/25-installed
  11/27-nothing fixed, unit working upon arrival
  12/18-replaced top safety panel as precaution, unit functioning
  1/21-ice present, new batteries provided as a courtesy due to effects from weather, unit working when tech left 

  Customer response

  01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  
  
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  12/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/7/24 I ordered two Halo Safety Rings for my Wife’s hospital bed. I first spoke to a sales person and was assured the rings would work on that brand of hospital bed. On 8/13/24 I received the rings and tried to install them it but was clear that they weren’t right for that model of bed. The bed frame wasn’t wide enough for the clamps to mount firmly and the cross brace couldn’t be installed at all because of an interference. Installing them resulted in an unstable and dangerous situation so I was forced to remove them to return to them Med Mart. On 8/22/24 I received an email authorization to ship the package and a return shipping label. I dropped off the package at *** that day. The package was delivered to Med Mart on 8/29/24. It has now been fourteen weeks and I still haven’t received my refund. I contacted them several times and got apologies and promises but still no refund.

  

  Business response

  12/16/2024

  Thank you for your feedback.  I am sincerely sorry for this inconvenience, I will be investigating this matter.  However, your money has been refunded. Dependent on your banking institution, it may take 7-10 business days for the funds to appear back to your account. 

   

  Thank you. 

  Customer response

  12/19/2024

  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. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  11/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am submitting this complaint because it has been thirteen weeks since the return process has begun. I believe MedMartOnline has acted in bad faith throughout the process. August 27, 2024 chair was ordered online, $1581.64 charged to my debit card August 30, 2024 chair was received at my home. September 1, 2024 return request filed online with MedMardOnline September 17, 2024 Return Authorization email received September 20, 2024 Chair picked up a by R & L Carriers for return at my expense September 23, 2024 Chair received at Pride Mobility Products (the manufacturer). I called them for confirmation and was told it was received in good condition and they notified MedMartOnline same day. I then called MedMartOnline to inform then of this fact. October 1, 2024 received email acknowledging completed return. Email states refund may take up to 4 weeks. November 6, 2025 received email stating refund details, total refund by their calculations $1085.17. Their calculations include a 25% restocking charge but their own documentation (highlighted attachment ) states a 15% charge. I am requesting a refund of $1180.27 to be issued to the debit card used in this purchase. I arrived at this amount as follows: $1265.31

  

  Business response

  12/03/2024

  Thank you for your feedback and we are sorry for any inconvenience. We will authorize an additional refund to meet the 15% fee, we are human and this was an honest mistake.  Your order is in chargeback status since you have filed a dispute with your banking institution.  We are not able to process a refund until that is settled. We will handle this with the bank and authorize an additional refund of $74.43.

   

  Thank you. 

  

  Business response

  12/13/2024

  Hi *****, 

  We have been in contact with your bank, we submitted documentation on 11/7/2024. We refunded $1,085.17 on 11/6/2024,we acknowledge the error and agreed to an additional $74.43 refund.  Since the dispute has been filed,  we cannot refund any money until the dispute is closed.  The bank also has the option to favor your dispute in that amount. I am not sure how they will choose to handle this, but I can assure you we are in contact with them and respond to their inquiries within the allotted time frame. 

   

  Thank you.

  Customer response

  12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  This business could have resolved this issue months ago but continues to delay my refund.  This will not be resolved until I have my refund.
  
  
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The transaction was made May 4th 2024. A hospital bed in the amount of $5533.38. I bought a bed that was supposed to have a four inch length extension. After I received the order it was discovered that the bed could not be extended. I’m seeking a refund or an exchange for the bed.

  

  Business response

  11/27/2024

  Thank you for your feedback and we apologize for any inconvenience.  After reviewing the notes on this, the manufacturer of the bed confirmed the 4 inch extended can be used with this bed. The foot board will not be able to attach with the extender in place.  The item  received can accommodate the necessary extension. Please let us know if we can be of further assistance. 

  Customer response

  11/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  If the bed extension will be able to work on this bed. When will someone come here to fix the problem?
  
  Regards,
  
  *********** *****
  

  

  Business response

  12/13/2024

  I spoke with the tech this morning and approved his return trip.  He will be in touch to get this scheduled with you. 

• Initial Complaint

  11/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Original order October 5, 2024 .... ***** arrived with WRONG chair, I refused it, chair sent back immediately on that truck .... Driver had it on his truck ... I did NOT take possession of it .... Right then, I called Med Mart to tell them of the situation, and asked them to remake chair with correct configuration. Been a nightmare trying to get anyone to call me back ... Been 35 days since original order .... Has been 15 days since I asked Julie B***/Kristin to call me back with a SHIPPED order confirmation .... Getting the run-around I did include additional request to add Light kit with turn signals for $900 .... but the order still has NOT been placed, 15 days later ... Takes only a few minutes to submit an order to *******, the chair makers, who then will take some time to create the correct vehicle Med Mart has my money .... I have no chair .... As a paraplegic, I need chair transport for mobility ... Why can't one of these Managers pick up a phone and confirm the order is in process .... I have called EVERY day, and only take to a receptionist who can only "email" the bosses .... Frustrated and stranded .... ***** *******

  

  Business response

  11/13/2024

  Thank you for your feedback and I am sorry for any inconvenience.  I looked into your order and see that the light kit was paid for and the order was placed.  These orders typically take 5-7 business days to ship out, please be on the lookout for tracking sent to your emails once we have it. 

   

  Thank you.

  Customer response

  11/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

   

  "NO".... I have NOT received any tracking email for the chair order, nor any receipt for the light kit that is to be installed on the chair prior to delivery ... Med Mart does not care about customers ... How are they still in business if they chase away their cash-paying-clients? .... I feel extra bad for those using insurance
  
  At this point, I'm not sure Med Mart even has my chair ordered/in production .... Being a paraplegic is a prison of it's own, and being held hostage by a chair company makes it much worse .... Med Mart already has my money .... I feel cheated .... ***** *******
  

  
  

  
  

  

  Business response

  12/03/2024

  I am extremely sorry for your continued frustration.  This is a customer order, so the length of time after placing order is extended. We took additional payment for your requests on 11/11 and placed order.  The estimated ship time from the manufacturer is 12/16.  We will send tracking once it is input from the manufacturer. 

   

  Thank you. 

  Customer response

  12/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  Nothing has been done by Med Mart ... No response back .... I was asking for an INVOICE, showing my chair had been ordered, and the date it should expect to arrive .... I have NONE of these yet .... As of Dec 4 2024, I know absolutely no more than I did back on November, when Kristin SAID I would be receiving email of the invoice, showing "order placed" .... Nope, never happened.
  
  
  
  Regards,
  
  ***** *******
  

  

  Business response

  12/11/2024

  I understand your frustration, but we have worked this order as quickly as we could.  We collected the necessary payment for this custom order on 11/11, once we received payment we submitted order to *******.  These are custom items so they take time to manufacture.  The order is and has been placed.  We were provided an estimated ship date of 12/16, once this item ships, tracking will be provided.  Until we have that, I am not sure what else I can provide to you.  Please rest assured this order has been placed and is being processed.  I know how important this product is, but like I previously mentioned it is a custom order so it takes time. 

  Customer response

  12/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I am still frustrated that I do NOT have the invoice of chair ordered ... It was promised to be sent to my email immediately, and it was not

   

  There's an expectation in society that a Customer receives an invoice when a big item is ordered .... Afterall, Med Mart has my $6, 273.00 for powerchair, and $963.00 for the additional light kit/installation .... I have nothing except a credit card bill from October 5 that had to be paid in November
  
  
  Regards,
  
  ***** *******
  

  

  Business response

  12/27/2024

  *****, 

  Your order information was emailed to you outside of this platform since there is personal information on this document.  I also provided tracking again.  With the holidays, it has taken longer than usual. 

   

  Thank you. 

  Customer response

  12/30/2024

  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. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to complain of false advertising by MedMart. On June 16, 2016, my 86 year old mother purchased a Stair Lift from MedMart. She wanted to stay in her home and do laundry in the basement. Mom was told prior to purchasing the Stair Lift that MedMart promised a $500 “Peace of Mind” StairLift BuyBack Guarantee” for the time when Mom would no longer need the Stair Lift. She paid $2,645.00 for the Stair Lift. Early in 2024, my mother decided that it was time for her to move to senior care. Mom had just turned 94 years old. She moved in March 2024 and died in July 2024. On March 6, 2024, I called MedMart at ###-###-####, Ext. ***, and spoke with Yvonna. I asked Yvonna to set an appointment to have the Stair Lift removed and asked for the $500 Buyback Guarantee to be paid to my mother. Yvonna said that MedMart would not honor the $500 “Peace of Mind” StairLift BuyBack Guarantee”. Yvonna said that the Stair Lift was “too old” and that MedMart would not only refuse to honor the guarantee but furthermore would charge my mother $159.95 for the first hour and $69.00 for each 30 minutes thereafter that it took to remove the Stair Lift. On April 16, 2024, my husband called and discussed the matter with Dave M**** of MedMart who also refused to honor the “guarantee”. I was astonished at MedMart’s reply. Mom had relied on MedMart’s promise to buy back the Stair Lift when she was done with it. Nowhere in MedMart’s ads does it say that there is a time limit on their “guarantee”. MedMart had continued to use the phrase “Peace of Mind” StairLift BuyBack Guarantee” in their local advertising during the entire term of Mom’s ownership. MedMart continues to use that phrase to this day in their ads. We did not pay MedMart to remove the Stair Lift. We used another company which charged Mom $295.63 to remove the Stair Lift. I feel that MedMart owes my mother/her estate $795.63 ($500 guarantee plus $295.63 removal fee) since they reneged on their guarantee.

  

  Business response

  11/11/2024

  Thank you for the feedback and we apologize for any inconvenience. As shown in the 2016 and 2024 advertisement you supplied, there is not a dollar amount on our advertisements for this service.  As the buy back amount varies on multiple factors. The only submitted documentation where it states we offer a $500 buyback is in your notes, not the actual ad.  I cannot speak to the conversation which was held in 2016 or in March of this year, however, if this was an obstacle you were facing, upper management should have been involved at the time the unit was being removed. We cannot offer a buy back on a unit that we will not be getting back at this point.  

  Customer response

  11/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, re****s for rejection are included below.

  
  

  
  

  If we could not rely on the representations of MedMart's "District Sales Manager" Chris M****** who came to Mom's home in 2015 and 2016 to sell the stairlift to Mom, who were we supposed to rely on?. When I contacted Yvonna on March 6, 2024 and she refused to honor the MedMart "Buyback Guarantee" and then later spoke with Vyonna's manager at MedMart, Dave M****, on April 16, 2024 and he refused as well, how much higher up the chain of management at MedMart was I supposed to go?  Yvonna did not offer to send anyone to evaluate whether the stairlift could be re-used as a rental unit or resold.  She simply said it "was too old".  It was in like new condition having only been used to go to the basement laundry room.
  

   

  My late husband purchased a stairlift from MedMart in 2015.  When he died in 2020, MedMart came out and removed the stairlift at no charge to me and issued a $500 "Buyback" check which I received about a month later.

   

  I expected the same treatment when my Mom no longer could use her stairlift.  Instead Yvonna said that MedMart would charge Mom $159.95 for the first hour of labor to remove the stairlift and $69 for each 30 minutes therafter.  I did not want to further enrich a company that was treating us so poorly.  Instead I called *** ******** to do the work.
  
  I am very displeased with MedMart's cavalier attitude.
  
  Regards,
  
  ****** ***
  

  

  Business response

  11/13/2024

  Thank you for your continued feedback, I truly am sorry for your dissatisfaction.  We take all complaints very seriously and use them as opportunities to learn, grow and better processes. 

   

  Thank you. 

  

  Business response

  11/19/2024

  I have sent clarification and been in touch with ********* at the BBB in hopes for resolution on this case.  Please let me know if anything else is needed. 

  Customer response

  11/25/2024

  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. 
  

   

  My husband, *** ***, purchased a HandiCare Stairlift Model ***** from MedMart in 2015 for $2,645 from their District Sales Manager, Chris M******.  When Jim died, I contacted Sandy at MedMart at ###-###-####.  Sandy had been our contact person for maintenance and repair for the StairLift.  Sandy sent out MedMart employees to remove the StairLift at no charge and sent a $500 Buyback check which I received on -3-08-2021.

   

  My mother tried out ***** StairLift at our home and thought she would like to have one so she could stay in her house and continue to do laundry in the basement.  Mom purchased the same HandiCare Stairlift Model RH 950 in 2016 from MedMart's Chris M****** at the same price of $2,645.  I tried to reach Sandy on March 6, 2024 after my mother decided it was time for her to give up her home but Sandy no longer worked for MedMart.  Instead, I was turned over to Yvonna  at ###-###-#### **** who offered absolutely no help in removing the StairLift except to say we would have to pay for removal at a high hourly rate and refused a Buyback in total.  We were shocked but Mom was sick and needed to move.  We again called MedMart on April 16, 2024 and spoke with Yvonna's "supervisor" Dave M****.  He also refused any help.

   

  I am not pleased with MedMart's decision and that they treated Mom's Buyback request in 2024 totally differently than they did my husband's Buyback in 2021.

   

  I will, however, accept their offer of only $130.63 so that I can put this matter behind me.  If MedMart will make the check out to me, ****** ***, and send it to **** ******** ***** ******* **  ****** it would be appreciated.

   

  Again, thank you so much for your assistance.

   

  ****** ***

  
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Dates of the incidents occurred between 10-25 and 10-30. My wife and I purchased a **** ******** lift from Med Mart. Prior to purchasing this item as well as a pool lift we were assured by Tim who is their "Product Specialist" in other words the person who is able to answer product specific questions before making a large purchase like this platform lift. When we called we were told that this is able to be installed by a single individual and is a " Plug and Play" "Self Install Item". Not only is that not true but the delivery that was not advertised as Curbside and was made to seem to us that would be placed where it needs to go as well as that it would all be put together. None of this information was true as well as when the product was shipped they were not even able to remove it from the delivery truck and were told that if I could not figure it out that they would return it and I would be responsible for the fees. I will be writing a separate instance of this and my issues with the delivery company. All of this to say that this company as well as the delivery company **** do everything in their power to take advantage of their customers who do not get correct information nor do they attempt to help the customer with this after they are notified. In addition to this I received a call from a man in **** who I documented calling me who informed me that he had all my information from a Rep at this company giving him my tracking information. Not only was this inclusive of my wife and I's full names but also had our full address, and phone and email information. In addition this gentleman would have been able to call and get a detailed list of everything we ordered including the last digits on our card and the price we paid. I do not have enough characters in this box to write my entire complaint here. I am looking to follow up with legal action in reference to the fraudulent claims made by the company and the leak of our data. As well as compensation our time.

  

  Business response

  11/05/2024

  Thank you for your feedback, we have escalated this complaint and upper management is working directly on resolution with the customer.  

   

  Thank you. 

• Initial Complaint

  10/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The battery keeps turning off! I've had it since Aug. 26 and had ridden the mobility scooter one time without a problem! I can't get a refund because I don't have the original box that it came in! I've been back and forth with their helpdesk at medmart and with **********. They have sent a new battery twice but it gets stuck in ******** ** at UPS. They are waiting on clearance from sender. The first time the battery was sent back to sender! Now it's in ******** again waiting on clearance from sender! It was suppose to be here this time on Oct 1st.Please help! I spent way to much to not be able to use it!

  

  Business response

  10/12/2024

  Thank you for your feedback and I am sincerely sorry for the frustration in the replacement battery.  We have done everything we can to get this battery to you promptly.  I still am not sure what happened with the initial battery, it appears it was lost in transit, something out of our control. The second battery was delayed due to the tropical storm and we are currently investigating the status of this package.  We know how important the products we sell are, and understand how frustrating it is when they do not work as intended. We are working diligently on resolution.

   

  Thank you. 

*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. ↩