Hartland Home Medical Supply — Attraction in Crystal Lake

I normally don’t do reviews ever. But in this case I feel the need to inform others of my experience. I went to the crystal lake location to purchase a new lift chair that I need with my present limitations. The young man that helped me seemed knowledgeable and agreeable to the needs I have. Well I couldn’t have been more wrong. Was told my chair would be delivered in 7 to 10 days and literally after constant calls it finally delivered a month later, and none of the extras I requested were on the chair. I tried calling and was having a very hard time getting any answers until I finally spoke to the owner Lee. He explained the situation on the release of the manager of that store and it was his trouble spot and I instantly felt empathy for his plight. So we met at the store and immediately we worked it out. He moved me into a different chair and had his crew bring it out immediately to my home and they switched it out. The story doesn’t end there tho. After having it a couple days I was getting extreme pains in my back from the way the chair was hitting spots in my back. I contacted Lee to talk with him and we met at the store again and I thought there was going to be a hassle but to my surprise he said he completely understood the problem and we went to a different manufacturer and found a chair more appropriate to my needs and he switched it out with no up charges whatsoever. He wanted to not only make me happy but wanted to make sure that it was in tune with my physical needs. This is the best example of true customer service that is needed in tii hi is world. I can’t sing his praises more. I will definitely be recommending his businesses to anyone and am confident he will get that location up to the professional standards that he personally put forth for me. Lee I thank you for what you’ve done for me. A thankful disabled Vietnam...

I couldn't be more disappointed in the service (or lack there of) that I received at H H M S! We came in from the parking lot, the one gentleman was texting and the woman was on the phone - he asked what we wanted and after being told, he asked us to please wait for his partner (the woman on the phone) who would e with us shortly. I was in the market for a knee brace / stabilizer, so we went to look at the display. After perhaps 5 minutes, the gentleman came over and suggested, since the woman was still on the phone, that he would at least measure the knee for the brace and get things started. This was done and I was handed a boxed brace, leaving it to me to figure out how to put it on. It was by far too big. He must have heard us talking about the size because he walked over with one one size smaller, a slightly different style, even more complicated to put on - he walked away again, without any explanation as to how to use the device. At that point another person walked into the store and he started waiting on her, leaving us to struggle on as we could. I took the brace off, put it back in it's box, and we put it back on the rack. A that point he turned from the woman he was working with and asked if there was anything else he could do for us - I said no thanks, you're too busy with your other customer, it seems - to which he replied "oh, okay' - all I could say as I walked out the door, and loud enough for him and his customer to hear, was "what an idiot". I'll not be going back and I advise others to find other suppliers as well - their prices are high and their service more...

*Response to Hartland Your claim is absurd. We are not a competitor. Regardless. ALL correspondence, screenshots receipts etc have been submitted to the BBB. We just want our discount and over charges returned and the itemized receipt you said on several occasions you'd send for insurance submittal and we'll gladly never do any sort of business with you again.

3/11/2023 Update Purchase with caution. We have turned our matter over to the BBB and Drive Medical. My personal review gets removed due to being negative but honest reviews should remain public for consumer fairness

Hartland stated and offered a $600 discount for our purchase, we never received that. Also we were over charged on other items. When trying to post pictures for proof in google reviews, the original post gets flagged and hidden. In all, we have been over charged in the vicinity of $1400.

They are not honoring the warranty, will not send an itemized receipt and the owner hung up on us when trying to dispute charges. Any calls we try to place are sent to the business voicemail and ignored.

Hartland said they'd ship the replacement bed part and mail an itemized receipt so we could try for some type of reimbursement from insurance. Nothing. The bedrail is still broken. It's been 2 weeks

Hartland gave us no warranty papers or guides of any kind on any of the equipment purchased. We have lodged a complaint through Drive Medical and BBB in an attempt to get our bed fixed and over charges returned through them. I would love to post the photos showing the proof but again..anything negative...