ComplaintsforMerits Health Products, Inc.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Serial No. ************ Order No. ********* We bought a new powered wheel chair in July, 2023.In May, 2024 a piece that clips the foot rest to the body broke off.We attempted to contact the distributor to file a claim against Merits warranty, but got denied due to "intentional damage caused by consumer", even though the break was on the weld with normal use.After we were told by dealer that Merits denied our warranty we tried to reach out to Merits directly. However the recorded message on their contact number does not have option for a device owner to talk to them directly. The only option is through a dealer.

  Business response

  06/07/2024

  
  A new employee provided inaccurate information to the dealer regarding a warranty-covered issue, the warranty part has been sent to the consumer. Merits Health Products, Inc. has made multiple attempts to reach out to both the consumer and dealer, informing them that the replacement part will be delivered on 6/8/24. The tracking number for the delivery is 1Z1Y9Y100390664464. Attached to this message, you will find the quote and sales order related to this issue.If you require any further assistance or information, please do not hesitate to reach out.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am the original purchaser of a new, defective, Pioneer 9 S331 scooter, SN MU230101467, manufactured by Merits Health ************* (Merits); delivered to my address on May 5, 2023, by the supplier, ***************************, ***** (NSM) located in ********, ** *****. On June 26, 2023, the scooter malfunctioned. Without reason, the speed accelerated in motion and in an uncontrollable direction, colliding into the door stop of the building where I reside. On June 27, 2023, I wrote to Merits and NSM detailing the safety defects I experienced with the steering mechanism and the unintended movement of the Pioneer 9 S331 scooter. On July 6, 2023, in response to my June 27, 2023 correspondence, I received a call from the Merits representative assigned to contact me and facilitate a new replacement Pioneer 9 S331 scooter with no additional charges. The replacement would be shipped to NSM with instructions to NSM to deliver the scooter to my address. On July 13, 2023, Merits provided the PRO number, I626877666, Bill of Lading number, *****************, and the name of the freight carrier, R+L Carriers, confirmation that Merits shipped the replacement to NSMs ******** office; scheduled arrival, July 17, 2023 at 12:00 PM. Nevertheless, Merits, without explanation, reneged. The replacement promised was never delivered to me. Furthermore, Merits shut down all communication between Merits and myself. I was just recently informed Merits abruptly diverted the replacement destined for me as a consequence of an unsubstantiated and deceptive NSM inspection report.I am a 75-year-old mobility impaired senior dependent on powered mobility devices to maintain independence in my daily living activities. I cannot operate this scooter at the risk of injury to myself and others. As of October 27, 2023, Merits has neither responded to my correspondence, dated August 30, 2023, and October 16, 2023, nor honored Merits July 6, 2023 promise to replace my defective scooter.

  Business response

  11/07/2023

  *****'s received a customer complaint on 7/9/23 from National Seating & Mobility.  Sales order ****** was created for a replacement order Pioneer 9, part number S331-1ARMUB.  The chair left the Merit's facility on 7/13/23 and was delivered to NSM (***************************************************************) on 7/17/23.  Attached is the R&L delivery receipt signed by ******************* at NSM.  

  NSM has been contacted by Merit's, since the chair left our facility NSM will need to work with customer.  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Merits Vision HD power wheelchair started having problems in April. I contacted to provider's repair department. ******************************** has been trying since 2 May 2023 to have the part sent. It is now 11 Sept. 2023 and nothing has been done. Three times they said they sent the part but nothing has arrived.Now no one will call back.During the week of Sept. 4 - 8, I went to their website three times and requested that someone contact me or ****. The site said I would be contacted in ***** hours. There has been no contact by phone or email. I called them today at ************. The consumer option had a message giving three options: 1) contact the dealer that sold you the product; 2) contact a wheelchair repair company at ************; or 3) contact them on their Merits website (which I had already done.) The recording then ended and the call was disconnected without any opportunity to talk to an actual person.I purchased the chair in June of 2022. It is still under warranty. I am unable to walk because of an amputation - this is not a toy.I would like the Merits Vision HD sport replaced.

  Business response

  09/18/2023

  Dear ************,
  Thank you for bringing this matter to our attention.  We are sorry for any inconvenience that you have experienced.  We will do everything we can to resolve this issue as quickly as possible.
  I have done an investigation to find out the reasons that lead to this error and I concluded that its due to backorder of the part requested.
  In our best efforts to keep our customers happy and satisfied, we have sent the item overnight to ******************** from Southwest Mobility along with a new seat cushion. These items are at no charge to you. This is the least we could do in the light of this unfortunate event.  We strive for your satisfaction and we want to ensure a gratifying experience from all our customers.
  I would also like to inform you that we will take extra measures to make sure this does not happen again.
  I apologize again for any inconvenience.
  
  Best Regards,
  *********************
  Quality Control Supervisor

  Customer response

  09/29/2023

   
  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. The parts were received by the local dealer in less than 2 weeks. Thank you!
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On behalf of *************************** (01/20/1942) Merit Wheelchair billed for through Humana with Humana paying part and my mothers copay paying part received in December 2021. The wheelchair was used minimally as my mother was ambulatory with a ****** except for long distances. The wheelchair was taken in April 2022 for repair due to wheel bearings and wheel falling off. Repairs were done through the local company where it was purchased (Active Medical). The wheelchair again had the same problem with the wheel bearings and assembly. I took it locally to Active Medical on November 17, 2022. Repair was to be completed after they received the part from Merits under warranty ( sales number ****** and local representative spoke with ***********************). As of 12/7/22, I was told the part is on back order and will not be available until January. My mother's health has declined and she is dependent on this wheelchair/ transport chair for mobility. Humana will not pay for another chair. When attempting to contact the company I am on hold....and the online contact form sends me to an error page. The numbers located on the wheelchair are ******************(11)200604(21)TMU200600217 AFter being on hold for 29 minutes Merit representative states that replacement must be done through the dealer. I have contacted Active Medical to pursue on my behalf, yet it is my mothers money (cash and insurance) who should have a say with the company how this is handled.

  Business response

  12/21/2022

  Dear ****************,
  
  Thank you for bringing your important issue to our attention. Merits is committed to responding to our customers needs and does offer a one-year warranty on manufacturer defects on all parts.
  
  The parts needed for your replacement are on backorder and will arrive in January. To help expedite ***********, we have ordered the needed parts from a local vendor. You will receive the new wheel assemblies on Friday, December 23 at the address given on this file.
  
  We appreciate your business hope this helps you get ************** your life to the fullest.
  
  Sincerely,
  *********************************
  Director of Marketing and Inside Sales

  Customer response

  12/29/2022

   
  Complaint: 18537133
  
  I am rejecting this response because: I received a replacement wheel that does not match the existing wheel.  It is the incorrect part.  The width, height and diameter of the wheel is not the same.  The axle will not fit the bearing.  I have attached pictures The wheel is NOT a replacement for the wheelchair we own.  
  As previously requested I would like a replacement chair with OEM parts.  The chair is less than 12 months old.  She has been without her chair for 7weeks.  This part was previously replaced at the local 

  dealer in April. There must be a defect in the product 
  
  Sincerely,
  
  ***********************

  Business response

  01/06/2023

  January 6, 2022
  
  Dear ****************,
  
  Merits is committed to responding to our customers needs and does offer a one-year warranty on manufacturer defects on all parts. I have left two messages for you to call me direct so that we may assist you more quickly. Please call me at **********************.
  
  As we stated before, the parts needed for your replacement wheels are on backorder and will arrive mid-January. To help you find a quicker solution, we sent you wheel assemblies (brand new wheels with the parts needed). These are OEM parts manufactured by Merits and purchased from another vendor who had them in stock. The instructions are in the box.
  
  The parts originally ordered will be sent to Active Medical. You can take the chair and the new wheels we sent you to Active Medical and they can replace them for you.
  
  We appreciate your business hope this helps you get ************** your life to the fullest.

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

  Directory of Marketing and Inside Sales

  Customer response

  01/09/2023

   
  Complaint: 18537133
  
  I am rejecting this response because:

  As previously stated the wheel sent is not compatible with the chair we have The first picture shows what was received   An invoice and a wheel in a fed ex envelope.  No instructions, no box, no bolt.  A wheel only.  The invoice has a return address of "monster parts" stating "universal caster wheel".  The second picture shows my defective wheel on the right and the replacement on the left.  The wheel hub that the bearing is mounted in has a thickness on each side which doesn't allow the wheel to fit onto the chair.  The existing bolt axle does not fit into the bearing as shown in picture 3.

  As for your attempts to leave a message, this is not a valid statement unless you have an incorrect phone number. I receive messages daily and my mothers phone does not accept messages.  
  

  Does your company have a local representative who could meet with me on your behalf to resolve this issue? Otherwise if your company still has these chairs on the market for sale, then I don't understand why the chair can not be replaced under warranty and get my mother back her mobility.   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received my VELOCITY P325 chair October 29,2021. It has a warranty according to the manual it is 18 months but Rehab Medical ( who sold the chair) told me 1 year warranty.The Tires are worn out, screws fell out of the tail light. Arm rest screws fell out also. Both Leg Pads fell off. It blew 3 -6 amps fuses. Needs battery supposed to go 20 miles on battery charge I can only go 1/2 mile.I am a double leg amputee & need this chair, it is my legs. I want a representative to come & repair this chair or replace it ASAP.I do not trust my chair, I do not want it to fall apart & ****** either get injured or Stranded.

  Business response

  09/07/2022

  We called and texted ************** several times and his mailbox was full. While his complaint is with Rehab Medical, we are trying to help him get the parts needed to fix his chair. In order to do that I the serial number on his chair and some other information. He was able to locate the serial number so he is having someone help him today and our Tech Support Manager.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Merits have a policy that allows a product on the first day to be a factory defect and thus not offer a repair unless the customer pays 100%. I have a Merits Vision super and when the chair was less than 60 days old, it began to make a very loud metallic sound from the right front wheel. The chair was purchased at Rehab Medical and sent to a repair person. I was told they would replace the part making the loud noise. I later found out that Merits refuses to repair what they call 'wear and tear' parts until 12 months have passed. So with this policy, a customer can get a medically required device, prescribed by a physician, and on the very first day, the customer receives the device, a manufacturer DEFECT, stops the customer from using the product. I investigated the guarantee of similar products, ie Jazzy and they do not use such loopholes. A broken bearing or the wheel caster would be replaced. What I am asking is that Merits puts a warning on their products that states that a defect can occur on the first day and Merits will still consider the part not under warranty. I would have NEVER bought a Merits product if I know this is how they treat their customers and how they refuse to stand behind their product.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/21) */ Dear Mr. ***** Thank you for bringing your very important issue to our attention. Merits is committed to responding to our customers needs and does offer a one-year warranty on manufacturer defects on all parts. The parts being replaced are typical and consistent with damage incurred from operating the wheelchair in an unintended manner, therefore it is not a manufacturer defect. We appreciate your business and to accommodate your situation we have arranged for Merits to provide the parts totaling $353.20 to Rehab Medical at no cost to repair your powerchair. I hope this helps you get back to living your life to the fullest. Sincerely, Merits Health Products Consumer Response /* (3000, 7, 2022/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today (3/28/222) I spoke with 'Jordan' at ***** *******. She told me that they have not heard from Merits about the $353.20 and they are still refusing to assist me with my mobility chair. They are claiming that Merits policy prohibits them from assisting me. I am asking for Metits to contact ***** Medica. The number I called was ************ and be advised getting through to them in nearly impossible. If Merits is able to convince ***** ******* to assist me, I will accept the offer and remove my complaint with the BBB. Thank you, ***** ***** Business Response /* (4000, 9, 2022/04/07) */ April 7, 2022 Dear Mr. *****, We reached out to Rehab Medical and arranged for Merits to provide the parts to repair the chair at no cost. We wish you the best. Sincerely, Merits Health Products, Inc. Consumer Response /* (3000, 16, 2022/06/24) */ Rehab medical has not fixed the problem. In addition, they are attempting to double bill Medicare as they contacted my doctor and insurance for payment on the parts paid for by Merits. No one at Rehav knows what happened to the money given them by Merits. Also, Rehab Medical misdiagnosed the problem to begin with. The noise was caused by the 'tootsie roll shaped' metal Barings in the front wheels. I told them this, but they still wanted to fix non broken casters and other non-broken parts which in part made me expect medical billing fraud. I am not sure what to do at this point, but Merits should know that no one at Rehab Medical acknowledges or know what happened to the money Merits gave them. Meanwhile, my Vision Super chair remains broken.

*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. ↩