Home Medical Equipment — Local services in Town of North Hempstead

My current battery for my E-Fix electric wheelchair, as told to me by Home Medical technician on May 29, 2018, was defective so a new battery and charger was ordered on that day. After months of not hearing from them, I followed up in July 23rd and learned from Jennifer Gilly, representative, that they had called the wrong doctor for authorization. They did not bother to let me know this until I followed up. She did not apologize for the error, taking no responsibility for it, only saying “that was the number on file”. I requested to speak with her supervisor and when this was requested, I was met with delay tactics. Finally, she referred me to her "supervisor", Ttio Rosado. He assured me that I would be contacted by Jennifer when the tracking number came in and agreed that I would go pick up the battery & charger when it came in. I sent an e-mail to Jennifer and Tito on 8/2/18 and left a voicemail for Tito but several days later, no response. On 8/7 after leaving a third voicemail for Tito, he returned my call at 4:54 PM, he called me but I couldn't take the call. I called him back at 4:56 & 4:57 PM, left a voicemail. Called the main number at 4:58 PM and Jennifer answered, asked to speak with Tito and was informed he left for the day. I said he just called me 4 minutes ago, she replied "it's 5:01, he leaves at 5 PM" I said that I did not believe her. Then I stated that I wanted to know the status of the battery & charger. She stated that they came in, and when I asked the date of delivery, she stalled, putting me on hold, then said that she would schedule delivery to me. I got angry because once again, they did not communicate with each other that i would be picking them up, as told to Tito. She tried stalling again and not telling me the delivery date but I insisted on knowing when it came in...the battery & charger had arrived the end of July. She had said, " I don't know why the scheduler" didn't call you. Jennifer had agreed to contact me when the products came in. No one had returned my email or several voicemails when they knew I needed them right away. They have a pattern of abhorrent customer service; lack of follow up, terrible communication within the company and especially to the customer, lack of professionalism, and accountability. There is no willingness to be accountable for their poor service.

Outcome Desired:

I want to be contacted by their owner, or whoever, has any type of influence over their employees. My experience with most of their customer service staff have been horrible. They mislead you and do not tell the truth and are very non-chalant about your needs. Gives you the impression that they don't care about the type of service they provide. Several negative experiences with customer service, lack of communication, and accountability for...

A definite star for the staff who couldnt be nicer. But it stops there. We bought a wheelchair that was supposed to be exceptional for $4,000. Screws fell out within the first month. They fixed it the first time free of charge and when I asked what screws I should be sure to keep tight, they told me not to worry, it was fixed now and would work well. A few months later, the brake fell off and the back fell off halfway because screws fell out again. My mom almost fell out of it when the back fell off. Instead of replacing the screws, they wanted to charge us $100 to fix the issues, then a couple weeks later raised the price to $400, claiming parts needed to be replaced in addition to the screws and of course we had to pay for "labor." $4,000 for a chair and it didnt even last a year without us needing to shell out $400 for fixes. Even cheap Medline chairs from Amazon last longer than this one. What a money making scam. P.s. A few days after this happened, my local hardware store sold me the screws AND fixed the chair for a total...

I recently called them when I noticed there was a problem with the repairs they did to my wheelchair. I called without any anger or attitude as I figured everyone makes mistakes.

Gail first denied there was a problem with my chair from the repair they did, then tried to give really poor instructions, then after really confusing directions said, “ok fine whatever”, and hung up. I still have to call back as she never made it clear what to do: sit wait, call back, wait for the tech to call, or ??. I tried to call the same day but even though they were supposed to be open for another 30 minutes they didn’t answer my call even though they answered immediately when I first called.

I’ve also had techs leave me with a wheelchair, the only one I had, totally non-functional when before they “fixed” it was not great but still functional.

I also had a friend tell me his service rep is nice until his insurance has an issue and then they are pretty nasty.

The people one the phone lines take forever to answer as in 30...