ComplaintsforJourney Health & Lifestyle

• Initial Complaint

  11/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a scooter and extra battery August 26, 2024. They originally told me that I ordered a seat, which was not correct. They told me to keep the seat. I have been trying to get my extra battery and have called multiple times regarding the battery. They keep providing excuses and saying it is on backorder.  Also, the scooter that I have now has a bad battery as well.  They are aware of this.

  Business response

  11/07/2024

  Thank you for contacting Journey Health and Lifestyle about your Journey Adventure Scooter. After looking at your account I found the battery that was on back order had arrived at your location today. In speaking with you I learned you have also been working with one of our **************** Representatives and he will be checking back with you on Monday 11/11/24. I appreciate your patience while we work through the resolution with you.  If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought journey air wheel chair, sept.25 they shipped without battery. So couldnt use chair. Finally got battery, charged it i got to use it few days when it stopped working called trouble shooting 10/24 they advised rear wheel trouble. And said it would be couple hundred dollars to fix but warrenty wont cover it. Im not paying for repairs on this when the warrenty should cover all repair cost. The chair is supposed to be new. I just want refund. This is only mode of movement i have im confind to this chair and it has been a constant pain since i purchased it. Ive tried since the 24th of oct. To reach them for refund but calls dont get answed. Can you please help me with this. I need a whhel chair that will work

  Business response

  10/29/2024

  Thank you for reaching out to Journey Health & Lifestyle about the challenges you have been experiencing with your Journey Air. After reviewing your account, we will be sending you a new chair. It was a pleasure speaking with you today and I apologize this was not taken care of sooner. I will follow back up with you once you receive your new Journey Air. If you have any further questions, please contact our CS team at ************.
  

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had ordered a Perfect 3 in 1 Sleeper Chair and was happy with the purchase so I tried to order another for my husband. Once it was delivered the model was completely different. The business has been giving my the runaround regarding a replacement or refund for the product

  Business response

  09/27/2024

  Thank you for contacting Journey Health and Lifestyle about your Perfect Sleep Chair. It was a pleasure speaking with you today and after looking at your Perfect Sleep Chair order from 2023 we realized you did not receive the same Microluxe fabric you requested on your current order. As we discussed Im sending you a swatch of the current fabric for your approval and a replacement chair. Please except our apologies for ordering the wrong fabric and if you have any questions, please call our customer service team at ************.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a $3600 recliner in June 2024. I need it because Im handicapped and cant get out of most chairs. When it arrived, the headpiece was so fully stuffed it bent my head forward, hurting my neck. There is no mechanism to make the neck part of the chair go backwards. It can only go forward even more, which is the opposite of what I need. The first week in September, one of the zones mechanism failed to work. It is the one labeled TV I called the company about both issues. They said that someone would call me to schedule a home visit to fix both issues of the Chair. I called back three days later to find out when I might receive the phone call that would schedule the home visit. I was Told they did not know because it is an external company that would be coming out. I asked if I could return the Chair since I was unhappy with it. I was told I could not return the item because it was not broken when I bought it. However, the chair was supposedly custom made for me, and it is inappropriate for my neck. I would like that neck part fixed either by taking some of the stuffing out of the head piece or fixing the mechanism on the neck and head area that allows it to go back rather than only forward. I also want to have the TV mechanism fixed. If neither of those could be done, I would either like to return the Chair for a full refund or have it replaced with a chair that is truly custom made for me with less stuffing in the center head piece and a mechanism that allows the head piece to move back as well as forward. I would agree to any of these solutions. If you can help, I would really appreciate it. Thank you.

  Business response

  09/12/2024

  Thank you for contacting us about challenges you are experiencing with your Perfect Sleep Chair. When we spoke, one of the experts from our manufacturing team had reached out and left you a message. I understand we have set up a service call to resolve the issues you are having with the chair.  We appreciate your patience and value your business. If you have any further questions or concerns, please contact our CS Team at ************.
  

  Customer response

  09/12/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  first of all, no such Service call has been scheduled as of this date September 12, 2024. Second, I have found that this Business Is engaged in false advertisement, as far as their claim that each  chair is custom made for each individual customer. They use this false customization claim  as an excuse for not providing reimbursements Or accepting returns. I am finding more and more things wrong with the chair. I will wait until the service people have come out and looked at it, but if they cannot fix the problems Then I want to return the chair for full reimbursement. I am not happy with deception in advertising nor do I think the BBB should continue listing this merchant has A+..

   

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****************
  
  
  
  

  
  

  Business response

  09/12/2024

  It was a pleasure speaking with you today. As we discussed the manufacturing expert you spoke with has ordered service for your chair. There are parts involved that are sent to the technician. Once the parts reach the technician,he will contact you to schedule an appointment to resolve the issues. I have requested the technician contact you to provide you with an update. Journey Health and Lifestyle does not advertise the Perfect Sleep Chair as being custom made for each individual.  I did investigate this further by listening to your recorded sales calls and didnt find any customization claim given. Ive given you my number if you have any further questions.
  

  Customer response

  09/12/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I cannot agree to close this case until the chair is either fixed, replaced or reimbursed. I still have not heard from anyone about when the service people will be coming out nor do I know whether after theyve been here that the problem will be solved.. I look forward to resolving this matter.
  
  Regards,
  
  ****************
  
  
  
  
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  see attachment
  Click here to Get the File - use the Password: 2421D00C
  ************************************************************************

  Business response

  09/04/2024

  Thank you for contacting Journey Health and Lifestyle. At the time you purchased your So Lite Scooter we had a 30 day return policy. I listened to the call to be sure you were given that information correctly, and the representative did state 30 days. I would like to offer you an exchange for a Journey Air Silver but have not been able to reach you. I believe the chair will work much better for you in your home. I will continue to try and reach you so we can discuss your needs further. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***********************, and I am writing to seek your assistance with ongoing issues concerning the SoLite S1 scooter purchased from Journey Health & Lifestyle in March 2024.Due to my deteriorating health, including two strokes and kidney failure, I rely heavily on this scooter for transportation to dialysis, doctor ************* and daily activities. Unfortunately, I have encountered several issues:Throttle Lever and Steering Column Issues:In June 2024, the throttle lever became detached, and the scooter stopped moving. **************** sent a replacement steering column, but professional installation was required, which was not covered under warranty.Performance Issues:The scooter began operating very slowly in June 2024. **************** suggested a new battery, which I am still waiting for, with a 25-day total shipping time.Safety Incident:On July 15, 2024, the scooter stopped on a train track. Thankfully, ********* helped me get home safely. This incident underscored the scooter's unreliability.Despite multiple contacts with Journey Health & Lifestyle, I have not received a satisfactory resolution. They only cover parts, not labor. Therefore, I am seeking the following resolutions:The company should cover the labor costs for repairs.If not, replace the scooter with a new, fully functional one.If neither is possible, provide a full refund of $1600.This scooter is crucial for my daily routine and independence. Your assistance in resolving this matter promptly is greatly appreciated.

  Business response

  07/26/2024

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

  Thank you for contacting Journey Health & Lifestyle about the challenges with your So lite Scooter. In reviewing your order, and in speaking with you it was discovered the scooter is stored outside, being consistently ridden over bumpy terrain such as railroad tracks, and the video sent in showed a bag of items hanging from the tiller while being driven which are all listed in the manual as prohibited uses under the safety instructions. Since this items purchase in March 2024, we have sent at no charge a new handlebar assembly, a new front wheel including bearing, and a new battery that is due to deliver to you on 7/28/2024. The So Lite Scooter has a warranty on parts but doesnt cover damage or malfunction due to misuse. Damage can occur when storing the Scooter in extreme temperatures or humidity. This causes deterioration due to perspiration and is a corrosive atmosphere. Running the scooter over bumpy terrain and hanging items from the tiller are also stated in the manual that can cause damage to the Scooter. The So Lite Scooter does not come with a service warranty; however, weve provided a list of recommended technicians in your area that *** be able to help with the repairs at cost to you. If you have any further questions, please contact our CS Team at ************.
  

  Customer response

  08/12/2024

  Dear ****,

  I hope this message finds you well. Im writing in response to the recent closure of *************************** complaint file #******** on Friday, August 2nd. Unfortunately, we were unable to respond earlier because we believed we were making progress with Journey Health & Lifestyle to address the issues with Todds SO Lite S1 scooter.

  One of the significant challenges we faced was finding an authorized technician. The customer service centers recommended by ********************************************* were either unauthorized or had never worked with Journey Health before. After extensive research, we finally located a technician at **************** in ******************, which is about 50 miles from our location. We had to rely on public transportation to reach the shop, and since the scooter had to be left there for repairs, **** was forced to walk long distances with a ****** at each train stationa particularly difficult task given his health condition.

  On Wednesday, the technician, *****, provided his findings. He discovered multiple issues with the scooter beyond the throttle problem we initially reported. The frame underneath the scooter is bent, causing the wheels to get caught during use. Additionally, the front end is poorly designed, leading to further mobility issues. The technician mentioned that Journey Health had previously attempted to address similar problems by adding a metal piece to reinforce the frame, but this fix was ineffective and led to further complications.

  We are currently waiting for Journey Healths response to the technician regarding the shipment of a new frame. If we do not hear back from them by the end of today, the technician plans to escalate the issue to their customer service manager, *********************, to expedite the repair.

  We are not satisfied with the resolution provided by Journey Health in the message we received on Wednesday, June 26th. **** has only had this scooter since March, at a cost of $1,600, and it has been riddled with problems from the start. We would appreciate it if you could reopen the complaint file, as we now have additional evidence, including videos and photos, that we would like to present.

  Thank you for your attention to this matter, and we look forward to your assistance.

  Business response

  08/20/2024

  Thank you for reaching back out to us about the challenges you are still experiencing with the So Lite Scooter. I reviewed your order again and in speaking with you originally it was discovered the scooter was being stored outside, consistently ridden over bumpy terrain such as railroad tracks, and the video you sent showed a bag of items hanging from the tiller while being driven. All are listed in the manual as prohibited uses under the safety instructions. Again, the So Lite Scooter has a warranty on parts but doesnt cover damage or malfunction due to misuse. I reached out to the owner of Midwest Mobility in ****************** and found the scooter needs a new frame due to running over railroad tracks and bumpy terrain. The Scooter is light weight and can easily be folded to take with you but is not meant to be one of your sole sources of transportation. The other information you are saying the technician stated is not correct according to our Journey technician and the Midwest Mobility owner. This damage was not caused by Journey, and we will not continue to send free parts. The price of the scooter frame is $119.00 and as a courtesy we are willing to offer you the scooter frame at a 50% discount. . If you have any further questions or wish to order the frame at the reduced price, please contact our CS Team at **************. We will be happy to ship the frame to Midwest Mobility for you.

   

  Thank you and have a great day.

  
  

  Customer response

  08/27/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Subject: Response to Journey Health's Offer - Decline and Clarification

   

  Dear *****,

   Thank you for your response to the ongoing issues with the SO Lite Scooter. We have carefully considered your offer, but unfortunately, we cannot accept it for the following reasons:

   Storage of the Scooter

  Your claim that the scooter was being stored outside is incorrect. The scooter was only briefly left outside during a dinner visit, and we called customer service immediately when it started moving slowly. We were advised by your representative that the scooter may have overheated and should be brought inside to cool down. The scooter has never been stored outside on a regular basis, and any implication otherwise is inaccurate. 

   Terrain Usage

  Regarding your statement about the scooter being consistently ridden over bumpy terrain, including railroad tracks, we would like to point out that the scooter is marketed as a versatile mobility device. However, your customer service department seems to be unaware of the limitations described in the manual. Furthermore, your manual's instructions are not clearly aligned with the real-world use cases shown in your promotional materials, such as the ************** Its reasonable to expect the scooter to handle everyday environments, and if it cannot, that should have been made more explicit.

   Use of the Tiller

  You mentioned that the video showed a bag hanging from the tiller, which you claim is prohibited in the manual. We reviewed the manual and found no explicit mention that hanging items from the tiller is prohibited. Additionally, your own promotional materials show large bags hanging from the tiller, which could be misleading to customers. In our case, the bag in the video contained only lightweight itemshardly enough to cause damage or misuse.

   Warranty and Misuse

  We disagree with your assertion that the issues with the scooter stem from misuse. We used the scooter within reasonable expectations, and it was a necessity for ********************** mobility, for his TU, TH & SA dialysis treatments. Its not fair to assume that any damage was caused by improper use when the product may not be durable enough for its intended purpose. The need for a new frame after only a few months of use raises serious concerns about the product's quality. 

   

   Authorized Technicians

  We encountered significant difficulty finding an authorized technician willing to work on this scooter, even after Journey Health provided recommendations. This suggests a larger issue with your 

  network of service providers. The hours spent searching for assistance and the distance we had to travel only to be left without a reliable solution is unacceptable. 

   Durability and Design Concerns

  Your response that the So Lite Scooter "is not meant to be one of your sole sources of transportation" contradicts how this product is advertised. For someone like ******************, who relies on it for daily activities, it needs to be more durable. The issues identified by the technicianbent frame and wheel problemsshould not occur with a product designed for mobility assistance.

   Discrepancies in Technician Statements

  Its concerning that there seems to be a discrepancy between what the Midwest Mobility technician reported to us and what your Journey Health technician claims. We will investigate further, but it raises questions about the consistency of information provided to customers.

   Conclusion

  While we appreciate your offer of a 50% discount on the replacement frame, this is not a sufficient resolution for the extensive issues weve encountered. Additionally, this offer should have been made directly to the technician from Midwest Mobility when they contacted you, rather than presented as an afterthought.

   Given the problems with the product, the challenges in obtaining service, and the discrepancies in your response, we are declining your offer. We strongly believe that a more comprehensive solution is necessaryeither through a replacement of the scooter or a full refund.

   We look forward to your reconsideration of this matter and hope to resolve this issue satisfactorily.

   Thank you for your understanding.

  Best Regards,
  ***********************/*********************

  
  
  
  
  
  
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a lithium battery for my Solax scooter on 4/26/24 (order #PH109372) . I also ordered a battery charger which was promptly delivered. They charged my credit card as soon as the order was placed. After a couple of weeks I called for an update and was informed the battery was on back order and said it should be a couple of weeks. Nothing happened so in early June I called again to be told some were due to arrive in late June. It is now 8 July and I have been trying to call for the last 6 hours and only getting a busy signal. My wife finally got them to answer and was put on hold for 30 minutes before they finally hung up on her. They show very poor business practices.

  Business response

  07/11/2024

  *********************
  Thank you for contacting us about the challenges you experienced with the delay in delivery of your So Lite Scooter battery. Unfortunately, the batteries have been on back order and the shipment we were expecting had not been delivered. When you called in to ***************** we were giving you the updates we had at that time.Your battery has shipped and according to *** you have an estimate delivery date on 7/17/24, and I have emailed you the tracking number. We are truly sorry for the delay and appreciate your patience while we reviewed your case in more detail. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Journey So Lite S1 mobility scooter two years ago. It has only been used during vacations. During a trip to *************, I found that it stopped accelerating. I reported this to Journey and was referred to their service provider who failed to contact me for three days. When I returned home, I called again and spoke to several representatives at Journey who went through troubleshooting steps that were inconclusive. One suggested the problem might be the motor which could be replaced, but was not in stock. They then suggested I buy a new scooter at a discount. I had a mechanic look at the scooter who felt the problem was the throttle. He called Journey to inquire about ordering parts, was placed on hold for 45 minutes and then was disconnected. On a separate date, he call, was on hold for more than an hour and was promised a call back which never came, Each time I called customer service the only remedy they offered was for me to buy a new scooter.

  Business response

  07/08/2024

  *****************************
  Thank you for contacting us about the challenges you are experiencing with your So Lite Mobility Scooter. I apologize this took so long to resolve and appreciate your patience while I reviewed the situation. We truly appreciate your feedback so that we can learn and make changes as needed. When we spoke, I had our technician try to reach out to your technician and unfortunately, they were not able to connect. At this time, an agreement was made for another unit to be sent to you that is scheduled to arrive on July 9th. It was a pleasure speaking with you and if you have any questions, please contact our customer service team at ************.
  

  Customer response

  07/14/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Zoomer chair. The company acknowledges it was returned within the 30-day refund period, in perfect condition. They have promised a refund for 11 months. It always gets "lost in the mail." Avoid these people. Considering the other reviews this company has here at the BBB, law enforcement or the fraud department at the ************************* should get involved.

  Business response

  06/26/2024

  *****************
  Thank you for contacting Journey Health & Lifestyle about the order you placed on 2/15/2023. After reviewing your account, we show a refund was initiated by our Accounting Team to the credit card on file on 3/16/2023 and was confirmed for settlement by the bank on 3/17/23. We appreciate your feedback about receiving the incorrect information the first time you called and spoke with our customer service representative and are truly sorry for this inconvenience. If you have any further questions, please contact our CS Team at ************.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A Journey So-lite Mobility scooter was purchased by me on March 15, 2024 for $2213.90 paid by credit care via the phone. We received the scooter and immediately had problems charging it.After placing several calls to customer support, we were able to get the scooter charged and used it once. We do not use the scooter daily. However, we charged 2 days before for an appointment on May 8, 2024 and loaded the scooter up. When we tried to use it, it wouldn't go because it said the charge was low. We called the company on May 22nd and spoke to ********. She said the replacement would be in at the company on June 7, they'd test it and send to us in 7-14 days. On June 7th, spoke to ***** and told it was still on back order and would be the end of June or beginning of July. I asked to speak to a supervisor and was told none was available but one would call me back. No one ever called back. I called again today several times and was put on hold every time for up to 30 minutes. Finally spoke to someone named ****** who was to get a mobility expert and put on hold again, but no one ever picked up. We are very upset about the level of non-service we've received and don't see a solution--timely or otherwise in sight. Please help us resolve this issue. At best we'd like to return the product and get a refund. At the least, we want a replacement battery so that we can use this scooter so my olderly sister can get around. ***********************

  Business response

  07/03/2024

  ***********************
  Thank you for choosing Journey Health & Lifestyle for the purchase of your So Lite Mobility Scooter.  We are so very sorry youve experienced a delay on your battery order as it has been on back order. We did not receive the order that we were expecting and are so sorry nobody reached out to you with that update. There is a battery shipping today to the address we have on file for you. Please accept our apologies for the inconvenience your sister has experienced not being able to use her So Lite Scooter.
  
  

  Customer response

  07/03/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

*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. ↩