Complaintsfor1 800 Wheelchair.com

Surgical Supplies

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Initial Complaint
09/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I originally purchased the chair from one of the recommended dealers: Top Mobility, and when the chair arrived, it did not include a battery. So I contacted Top Mobility and waited an additional 3 days for it to arrive. Three additional days where I could not use a wheelchair that I paid $2100 for.The joystick broke off of its base on Thanksgiving Day November 23, 2023, after the plastic cracked on both sides of the joystick. I immediately contacted Top Mobility the next day and sent the appropriate pictures as requested, only to be told that they nor Feather would honor the 3-month warranty - which I still had time left on. I emailed you all directly, explained the situation, and was told my chair WOULD still be covered under the warranty. I submitted my Feather response to Top Mobility and was once again denied the coverage. I was told that for it to be replaced, I'd have to purchase a new one. On August 2, 2024, it came down to me having to replace the joystick, so I used a local dealer to assist and they reached out to Feather directly for purchase. However, when they placed the order, they weren't initially told the part was on backorder, so they thought the part would be in transit in a week. Well, I had to push them to fact find that you as the manufacturer responded that since my chair is an older model and there are two versions, you have no idea when the part would be in. I reached out to 1-800wheelchair.com on September 5, 2024, to see if they have the joystick based on the serial number for my chair, and to my surprise, I was told they have it in stock. I paid $180 , and received the joystick on September 14th, and took it to my local dealer - only to be told IT DOES NOT FIT! I was told that the joystick is for the newer model. HOW????? When I provided the SPECIFIC serial number for my chair???????? Well, when I went back to ******************, they too said they had no idea when the next shipment would be in.EVERYONE HAS FAILED!!!!!!!!!
Business response
09/17/2024
Thanks for reaching out to us we will have our team reach out to the customer to resolve within ***** hours

Customer response
09/21/2024
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 and the matter has been resolved.

Sincerely,

***** *********
Initial Complaint
05/07/2024
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.
2/25/2024 I purchased a wheelchair from Feather Chair Rental. The price was $383. I returned the chair one week later and the business confirmed that the chair was received. However its been two months and I have no received my refund for returning the chair and the business is no longer responding to me
Customer response
05/07/2024
One 800 wheelchair is listed on the terms and conditions, and every other piece of correspondence and legal Documents on the feather wheelchair site.
Business response
05/08/2024
HI

We will reach out to the customer in the next ***** hours
Initial Complaint
05/05/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company keeps sending me emails and I want them to stop. I have never done business with this company, nor have I subscribed to their email lists.
Business response
05/08/2023
Customer placed an order in 2011 by this email address. Per their request, they have been removed from all emailing and subscriptions. They are fully unsubscribed and will not be contacted. Thank you.
Customer response
05/08/2023
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 and the matter has been resolved.

Sincerely,

*****************************
Initial Complaint
11/22/2022
Complaint Type:
Billing 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.
On 09/22/2022, I purchased a sit-to-stand transfer device from ********************* in the amount of $742.69. I was guaranteed a delivery within 10 days. Delivery time was imperative, as my father was being discharged from rehab on 10/1/2022. My credit card was charged immediately. After a few days of phone calls and emails, they were unable to tell me WHEN the medical device would be received, as they were unable to get in touch with their sales ********* 09/30, it was medically necessary to purchase the exact same device elsewhere, as wheelchair authority was still unable to track the package. The package was eventually received and returned UNOPENED, as my dad no longer needed and it arrived too late for his needs. I revived a partial credit only of $501.83. The business charged a 20% restocking fee AND charged shipping fees that they had to pay. No where on their return policy does it mention restocking fee for this particular item NOR does it mention I would have to pay shipping BOTH ways. I did agree to pay the shipping to return $167. This was their error, the medically necessary item was received too late, and I feel I should be compensated the full amount of what I paid. This was THEIR error and I am now out over $400 for an item I returned in an unopened box.
Business response
11/22/2022
We will reach out to the customer to resolve the issue within 24 hours.
Initial Complaint
09/12/2022
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.
We purchased an electric wheelchair From **** wheelchairs . it broke down after six months. My dad is paralyzed hes in a nursing home this is his only form of independence. I called one 800 wheelchair they told me to call Drive which is the maker of the wheelchair because its under warranty. Well the parts they sent out at first were damaged. They sent out new parts One of the parts is on back order and weve been waiting since July 5 for this part in the meantime my dad does not have a working wheelchair and they wont give us a replacement..please help I dont know how much more time my dad has it would be nice that he could have a wheelchair that works.
Business response
09/12/2022
HI
We will reach out to the customer within 24 hours to resolve the issue
Customer response
09/15/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
They have not contacted me to resolve yet ?

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer response
09/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I understand that its on back order but we purchased a new wheelchair that stopped working after just a couple of months
this is absolutely not acceptable refund us let us return the chair we will buy a new one? Its obvious that this electric wheelchair is faulty . I want to return and get a new one . Its been almost 6 months that my 80 year old handicapped father has no working wheelchair !!! How is that fair??? Im tired of waiting and them saying its on backorder!!because first it was on back order until August now were already in October? Now theyre saying December?? Please help I dont know what else to do??
*************;

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
09/29/2022
HI

Unfortunately this cant be returned after it was used, we are trying to rush it as fast as possible
Initial Complaint
08/29/2022
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.
I paid $393.18 for a right hand drive motor on a jazzy elite HD. After an excessive amount of time past, I reviewed a left handed motor. I have been stuck in bed, without a functioning wheelchair since prior to August 15th, which is when the original order was placed. I cannot leave my house to ship their incorrect part back to them, as I have no wheelchair to be able to do so. I have contacted this company numerous times and no one cares one bit. The order number is ********** They refuse to do anything to help make their error correct.
Business response
08/29/2022
HI
We will contact the customer within 24 hours to resolve the issue
Initial Complaint
08/18/2022
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.
Bought a wheelchair 8/11, it was delivered with a battery defect. I ordered a chair that was delivered with a defect. The battery does not sit where it should and therefor I can't charge the battery. I have been in contact for the last 3 days, they kept me on hold for 55 minutes today and I have been told for 3 days now that "****" will return my call. I have a trip this weekend that requires this chair. The rude customer service has been no help and they just continue to blame "****" for not returning calls. I was told today that there are over 100 people for a call back from "****". This has been an awful experience and now they are asking me to "remove the battery" per the video they sent me. I do not feel comfortable touching the chair. I paid full price for a fully functional chair and I was sent a chair that has a defect. The least that a company can do when their product has a defect is to apologize and make it right. This has turned into a 72+ hr nightmare that will probably turn into more because I'm sure "****" will be too busy tomorrow to take care of the clients that paid for a product. To say I'm disappointed is an understatement, you are taking advantage of people that need this chair for mobility. We don't have weeks to allow "****" to do her job.
Business response
08/18/2022
We will respond to the customer within 24 hours
Initial Complaint
07/22/2022
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.
Earlier this month I purchased a small scooter from 1800wheelchair (order # *********). With a single use it became obvious that the scooter was too small for me as I nearly had a serious fall. I then contacted the company about their 30 day refund policy which has resulted in nothing but endless emails, phone calls (from me) and pictures I sent at their request, but I cannot get any firm response from them. This week I received a transaction refun ********* (see attachment) but nothing else but a $450 charge. With little supporting detail and unsure of what to do next, this is frustrating, and I am at a loss for how to proceed.
Business response
07/25/2022
HI

We will contact the customer to resolve this issue within 24 hours
Initial Complaint
06/16/2022
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.
Placed an order for a wheelchair that shows in stock and ships in 1-2 days. I have called multiple times to find out where it is. Now Im told its backordered until July 8th. No one thought to tell me this, my brother is Fighting brain cancer and we need this to help get him around and out of bed. I asked for supervisor, nothing. Either refund me or send me a different chair but instead. NO HELP. And the woman ****** on the phone, terrible customer service.
Business response
06/20/2022
HI We will reach out to the customer within the next ***** hour to resolve the issue
Initial Complaint
06/07/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called 1800wheelchair and ordered a scooter on May 13, 2022. I put it on my credit card, I received the scooter, realize the left signal did not work unless I left my lights off. Riding a scooter without the lights is a safety issue. I called 1800wheelchair and asked for them to repair that issue. I rode the scooter for a week and enjoyed it. I charged the batteries and went for a another ride only to realize the battery gauge fluctuated from being full to empty. I quickly turned around and took it back home and parked it because I didn't want to get left somewhere and not be able to get back home. When I put it away, I noticed a small spot of oil under where it sits. I have called 1800wheelchair repeatedly since then for someone to come out and fix the scooter or replace the scooter. Every time I call, I am told they are trying to "locate" a technician. I called my credit card company and put in a dispute with them because I am not getting anywhere with 1800wheelchair. My credit card company told me I was charged by Wheelchair World. So now, there are two names, two different addresses, one of which is permanently closed according to the web and two different phone numbers. Additionally, someone charged $800 to that very same credit card on June 5, 2022 and I thoroughly believe someone at 1800wheelchair fraudulently used my credit card. Is there any way you could investigate 1800wheelchair for misrepresentation or fraud or something and possibly get some help to repair the scooter or refund my money? I would be very grateful.Thank you for your time,*****************************
Business response
06/07/2022
We will contact the customer within 24 hours to resolve the issue
Customer response
06/17/2022
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 and the matter has been resolved.

Sincerely,

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

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