ComplaintsforQueen City Med Mart, Inc.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Dates of the incidents occurred between 10-25 and 10-30. My wife and I purchased a **** ******** lift from Med Mart. Prior to purchasing this item as well as a pool lift we were assured by Tim who is their "Product Specialist" in other words the person who is able to answer product specific questions before making a large purchase like this platform lift. When we called we were told that this is able to be installed by a single individual and is a " Plug and Play" "Self Install Item". Not only is that not true but the delivery that was not advertised as Curbside and was made to seem to us that would be placed where it needs to go as well as that it would all be put together. None of this information was true as well as when the product was shipped they were not even able to remove it from the delivery truck and were told that if I could not figure it out that they would return it and I would be responsible for the fees. I will be writing a separate instance of this and my issues with the delivery company. All of this to say that this company as well as the delivery company **** do everything in their power to take advantage of their customers who do not get correct information nor do they attempt to help the customer with this after they are notified. In addition to this I received a call from a man in **** who I documented calling me who informed me that he had all my information from a Rep at this company giving him my tracking information. Not only was this inclusive of my wife and I's full names but also had our full address, and phone and email information. In addition this gentleman would have been able to call and get a detailed list of everything we ordered including the last digits on our card and the price we paid. I do not have enough characters in this box to write my entire complaint here. I am looking to follow up with legal action in reference to the fraudulent claims made by the company and the leak of our data. As well as compensation our time.

  

  Business response

  11/05/2024

  Thank you for your feedback, we have escalated this complaint and upper management is working directly on resolution with the customer.  

   

  Thank you. 

• Initial Complaint

  10/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The battery keeps turning off! I've had it since Aug. 26 and had ridden the mobility scooter one time without a problem! I can't get a refund because I don't have the original box that it came in! I've been back and forth with their helpdesk at medmart and with **********. They have sent a new battery twice but it gets stuck in ******** ** at UPS. They are waiting on clearance from sender. The first time the battery was sent back to sender! Now it's in ******** again waiting on clearance from sender! It was suppose to be here this time on Oct 1st.Please help! I spent way to much to not be able to use it!

  

  Business response

  10/12/2024

  Thank you for your feedback and I am sincerely sorry for the frustration in the replacement battery.  We have done everything we can to get this battery to you promptly.  I still am not sure what happened with the initial battery, it appears it was lost in transit, something out of our control. The second battery was delayed due to the tropical storm and we are currently investigating the status of this package.  We know how important the products we sell are, and understand how frustrating it is when they do not work as intended. We are working diligently on resolution.

   

  Thank you. 

• Initial Complaint

  09/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Transaction date of 06/28/24 on this date a mobility recliner was purchased in the amount of $2,063.14 for my 93 year old grandfather. Sales order #******. At that time the business quoted the chair would be delivered on 07/11/24. This date came and went and no chair was delivered. We contacted the company and they said the wrong chair had been ordered and they would let us know when the recliner would be on the way. A month later we had to call and they said the chair was 50+ miles away in ********** and would be delivered on 09/19/24. It did not come. We have now made multiple attempts at reaching them and no one is giving us a call back with any information. It has been almost 3 months since ordering the recliner and still no recliner. As a result of not having this medical grade recliner for circulation my grandfather now has edema of his lower extremities and has been in the hospital several times. This is absolutely unacceptable. The medical implications are tremendous. These people are playing with his life.

  

  Business response

  09/23/2024

  Thank you for your feedback and I am sincerely sorry for this inconvenience.  We are in the business to help our community with the products we sell. After researching this account, the sales order you attached states the chair purchased was in the color sterling, when this was delivered we were told this was the incorrect color. We had to replace the order with a new color.  These are custom made chairs, so if we did not have one available in stock, it can be a 6-8 week build time. The chair came in late last week (9/20) and prior to receiving this complaint, delivery was scheduled for 9/26 with the customer. 

  Once again, we are truly sorry for the wait time, we understand how important the equipment we sell is. We hope that once this chair is received this week, you will be satisfied with the product. 

   

  Thank you. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  07/02/2024 I made a contractual agreement with MedMart and ******** for a ******* **** Scooter. The scooter was delivered on July 15, 2024 and has been a defective state since it was delivered...I have contacted MedMart and ******* I have been told that they will send out a technician to repair and to date there has been no one to contact me to set up a date to repair the scooter. I have made several call and no resolve. However the company wants me to make payments on a defective vehicle.

  

  Business response

  08/07/2024

  Thank you for your feedback and the opportunity to look into your order.  I have spoken with the manufacturer and our repair team, it appears a decision has been made and is in the works.  Please stay in touch with us as we finalize getting the replacement unit shipped promptly.  We appreciate your business. 

   

  Thank you. 

  

  Business response

  08/29/2024

  We apologize the customer received a unit that would not work.  We are in the process of replacing this unit.  The defective unit must be sent back in the new units packaging (after the new unit is received).  This information has been communicated with the customer and we are working through this exchange.

   

  Thank you. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Brought a chair for a lady I knew who has 1 leg and probably is going to lose the other one. Has had a few toes cut off of the one foot. She has circulation problems.I thought I would be kind and buy her a chair but it only worked 1 month. Brought it 4/22/24 and it is now 7/25/24 and she still does not have a chair. The battery was defective and they keep saying they are going to send out new battery but still have not received. I would either like my money back, chair fixes or replacement chair. since this one must be a lemon. If I do not get this resolved in the next few days I am calling the local news channel and go on the air with her so people can see what Med Mart does to their customers. I also need a chair and believe me this one place I will not be buying from.

  

  Business response

  07/29/2024

  Thank you for your feedback and I apologize for any inconvenience.  We contract with *** to fulfill our repair needs as I show you have a protection plan.    I was informed by the technician that batteries were sent directly to you per your request.  According to the technicians assessment, this should resolve the issue. However, if it does not, please let us know ASAP so we can assist promptly. 

   

  Thank you. 

  Customer response

  07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

  I will accept when the wheel chair is working. She did receive the batteries but the technition has her battery box so cannot do anything with the chair until we get that back.

  

  Business response

  08/02/2024

  Hello, 

  The technician informed me that they have been in touch and a plan is in place for this is to returned.  We appreciate your feedback and hope this resolution is satisfactory. 

  Customer response

  08/06/2024

  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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought mobility scooter 6/24 online. When I received it, I had someone put it together. The scooter is heavy even tho the salesman said it was light as I had requested. When I tried to ride the scooter in my house it doesn’t go over the thresholds between the rooms. I called the store to return it & purchase a lighter one. Since this one is defective I didn’t think it would be a problem, but I am a senior, & I have a defective scooter & a bill for $656.00. I need help. Please help me to return this scooter; the store will not let me return it & I will refuse to pay for it. ***** **** * ******* ** ***** ** ###-###-####

  

  Business response

  06/24/2024

  This item was purchased online where the specifications are accurately listed.  This item was delivered on 6/4, a return for request was not received until 6/17.  Per policy return requests must be received within 7 days. The specifications of this unit can be found: ****************

  our return policy can be found: ****************

   

  We are not able to make an exception for the return on this order. 

  Thank you. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a premium air pressure ulcer mattress on 2 /24/24. I paid $3913.99 for the mattress. The order number is **********. The serial number is **************. The bolsters failed to inflate on April 16th and I have been trying to get someone to fix the problem. They sent me a u tube program which I followed and this did not fix The problem. They are refusing to help in any way. I now want a refund of my Money since the mattress is useless as is. The patient has been without the bed For over 2 months with no solution in sight. Please help. ****** *******

  

  Business response

  05/31/2024

  Thank you for your feedback and we sincerely apologize for this inconvenience.  We have been in touch with the manufacturer and have a plan in place.  Our repairs team will be in touch with you today or Monday so we can discuss resolution. 

   

  Thank you. 

  Customer response

  05/31/2024

  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. 
  
  Regards,
  
  ****** *******
  

  Customer response

  06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *******
  

  Customer response

  06/13/2024

  The mattress was sent with no motor. It is an inflatable mattress that needs the motor to inflate it. The mattress that they sent is useless without the motor that goes with it to inflate it.

  

  Business response

  06/19/2024

  Thank you for your feedback, we understand the importance of the products we sell.  The repairs department has been in touch and a new mattress shipped last week.  Please ensure the original mattress is returned to the manufacturer for quality assurance.  Please let us know if there is anything else you need at this time. 

   

  Thank you. 

  Customer response

  06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is for my elderly friend who is an invalid/amputee. Her name is ***** ****. She lives at *** ****** *** *********** **** *****. She purchased a Hydraulic lift from Medmart the end of April. They allow 7 days to return an item you can't use, and it must be in all of the original packaging. Because she can't do anything for herself she is dependent on others. The lift wouldn't fit into her small bathroom. She financed the $900. She didn't feel she had any recourse, due to the return policy. I called twice within the first 15 days of purchase, but was told no refund. I sent an email requesting an exception to be made. The 7 day return policy is a pretty small window. Medmart sells medical supplies which means the people purchasing from them have medical/health problems, so life is going to be a little hectic. I offered to completely package the lift and ship it back, but they said it has to be in the original packaging, and that it would have had to be returned within their 7 day window.

  

  Business response

  05/28/2024

  I understand your frustration, but an exception cannot be made in this situation. This order was made organically meaning the customer did not speak with a sales rep on our team. The terms and conditions and return policy must be acknowledged prior to check out.  According to our records the item selected was very similar to one this customer purchased 7 years ago. Is there a reason the new one will not work with her home set up? 

   

  Thank you. 

  Customer response

  06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** *****

   

  You stated she purchased this item or similar item 7 years ago. There’s not accurate information.

  Our  position is the same. 7!days is a very small window for a handicapped person who depends on othered for everything.

  I am willing to package it, deliver to the location you request. Even a  reduce rate refund would be wonderful.

  

  Business response

  06/10/2024

  I understand your dissatisfaction with the return policy, however it is the policy and all customers must acknowledged this policy prior to checkout on the website. We are transparent with this policy in hopes to avoid situations like this.  Unfortunately, there is nothing I can do to allow this return. 

   

  Thank you. 

  Customer response

  06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** *****
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Seeking clarification as to whether a lengthening kit was part of the purchase order for the ******* electric homecare bed delivered to us, ******* confirms the inclusion, but Terina at Med Mart denies it. The cost is $350 for one after paying $4105.95 for the bed. Also, Med Mart had issues securing the bed from the manufacturer (ordered 2/20/2023 and delivered 7/11/2023), with many promised delivery dates in between. However, according to *******, the bed was ordered 12/19/2022 and sent on 12/20 2022. Did we receive a used bed.? BED INFO: ******** HI-LOW HOMECARE BED MODEL ***  DEM: ********** SERIAL # *********** IEC: STD ****** IFC: ************ ******* (###-###-####)

  

  Business response

  05/29/2024

  Good afternoon, 
  Thank you for your feedback. I attempted to call, but was not able to leave a message due to the mailbox being full. The lengthening kit for this particular bed does not come standard with these beds. I will try to reach you so we can get this resolved. 

   

  Thank you.

  Customer response

  06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* * ****** *******

  ******* purchase order states the standard issue for serial # ***********.  While the serial number matches for both businesses, the purchase order given by Med Mart does not match *******. Queen City also related in May, 2023 

  that a call to ****** confirmed that delivery was delayed due to a backlog, and that shipment would occur in June.  The bed was shipped December 20, 2022. I am requesting that the BBB contact ******* ###-###-####, regarding

  purchase by ******* *******, serial # ***********.  ***** and ***** were in Purchase at the time. 

  Thank you, ******* and ****** *******

  

  Business response

  06/07/2024

  The BBB is welcome to contact ****** if they would like, however we are not disputing the the timeline of events on the order.  We do carry stock in our 3 retail stores.  I have made multiple attempts to get in touch with you to resolve this dispute.  It is my understanding your initial concern is that you need a bed extender and you were under the impression that is a standard item that comes with the bed package, which it is not. It is sold separately.  If you would be so kind to respond to my email or calls, we can get this resolved promptly.

   

  Thank you. 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My mother who is wheelchair bound was hospitalized in January due to dialysis related weakness. Before she was released the doctor recommended we rent or purchase a hoyer lift. She needed help to get in and out of bed until physical therapy could help her restore her strength. We ordered a lift from Med Mart on Jan 16, 2024 with the understanding that it would ship in 2-5 days as listed on their website. I received an e mail stating it had shipped on the 18th. On January 23 the lift had not arrived and my mom was being released from the hospital with no way in or out of bed. We were able to use a lift from one our caregivers' clients and I cancelled the MedMart order, being that it hadn't left the warehouse as of the 23rd. I was told it was too late and that the order was shipped when the *** ** tracking system said it hadn't. The representative told me I should just donate the item. The cost was $1898.10! We had signed up for a payment plan but told them we had cancelled the order. I thought it was over but received a call in March from the technician wanting to deliver the lift. We refused the order saying we cancelled almost 2 months prior. On March 14 then we received an e mail adjusting what we owe to $777.95 for restocking fee. My mother and I are now being harassed by the payment company who calls 5 or more times a day and sends letters and e mails demanding payment. It seems like this company is taking advantage of elderly and disabled people. We do not want to pay hundreds of dollars from my moms retirement for an item that was cancelled before it left the warehouse. We would also like MedMart to stop the constant daily phone calls. Thank you for your help with this matter.

  

  Business response

  05/01/2024

  Thank you for your feedback and the opportunity to look into your order. Your order was received on 1/16, the lift shipped as promised on 1/18 (see attachment). Since you added on white glove delivery, this adds on some time for delivery.  We were notified you wanted to cancel on 1/23, but by that time it was too late as it was already in transit and per policy fees apply. This was relayed to you via email (1/23/2024). This lift shipped with *** ********, so that is why ***** had no record of the shipment. The technician called you on 2/6 to schedule the delivery, as they alerted us on 2/7 that the customer was refusing the delivery. We processed refund with the financing third party less applicable fees (per policy).  The transaction is done/settled on our end.  The third party is calling to collect funds, not Medmart.

  Customer response

  05/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ****l
  

  Customer response

  05/04/2024

  Medmart responded that ***** was not their carrier and therefore the tracking was not accurate but they sent me a ***** tracking number. According to Medmarts own tracking which I attached, the label had been created when I cancelled the order but was awaiting pickup. Medmart then chose to ship the item a month later. We are not paying over 700 dollars for a cancelled order. 

  

  Business response

  05/08/2024

  I have attached email correspondence between customer service and customer in regards to shipping.  You can see the customer was satisfied by this information, the previous attachment was tracking information with R&L, not FedEx, but in the email correspondence you can see she was provided the carrier name and tracking number. 

   

  We are an online website, so all customers view the website prior to and while speaking to a representative.  The return policy is found under a tab on each item, please follow this link to see the specific item on this order.
  ****************
  Full return policy here:
  ****************
  White Glove info/policy here: (also see attachment with details provided on website)
  ****************

   

  Please let me know if there is anything else you need. 

   

  Thank you, 

  Maria 

  Customer response

  05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Medmart themselves sent me a tracking tab that also said the item was waiting for pickup the day after I cancelled the order (enclosed). Medmart then claims that this is the policy. The policy is to charge disabled senior citizens 770 dollars for cancelled medical equipment!? Regardless of the shipping information it seems like Medmart is taking advantage of the weak and is a company that cares about profit not people. It is morally wrong what they are doing. Shame on you Medmart!

  
  Regards,
  
  ***** ****l
  

  

  Business response

  05/23/2024

  We truly understand your frustration. We would like to discuss an outcome so we can avoid the continued back and forth.  Since the amount being disputed is actual money that Medmart had to pay for the return of this product, we rarely make exceptions. However, I am willing to work with you on this.  Would you be agreeable to meeting in the middle and we split the difference in the loss? That would mean you would be responsible for half the fees totaling $388.98.

   

  Thank you. 

*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. ↩