ComplaintsforMidwestern Medical Supply Group, LLC

• Initial Complaint

  06/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ordered EZ lift on 6/6/24 Co showed 2 day shipping not recieved.Called twice only get recorded message left name and number also sent message on their site and sent an email.No response

  Customer response

  06/14/2024

  issue resolved

• Initial Complaint

  01/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order at midwestern medical supply, I purchased an electric folding patient lift, the total amount is $1299.00, it has been two days since I placed the order and I still haven't received any email about the status of my order. I just wanted to call to inquire about the status of my order. As a result, the customer service required me to provide all the private information of the bank, which is very private information. And the customer service attitude is very bad.

  Business response

  02/23/2023

  Good Afternoon *****, This is Jacob with Midwestern Medical Supply. This customer ordered a 100 pound patient lift and received the product 48 hours UPS after the order was placed. They made the complaint on the 2nd business day and it was delivered later that day. Please let us know if there is any other issue. Thanks, Jacob
  
   
  
  Customers shipping info
  
   
  
  Your shipment
  
  ******************
  
    Delivered On
  
  Saturday, January 28 at 10:33 A.M. at Front Door
  
   
  
   
  
  Midwestern Medical Supply, LLC
  
  Att. Jacob H***
  
  ###-###-####
  
   

• Initial Complaint

  07/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a portable folding hoyer lift on May 25th of this year. In addition to the lift, I purchased a scale that can be attached that cost me an additional $300. I was told that the scale would be coming from a different state than the lift. I received the lift pretty quickly but have yet to receive the scale. I called the company and the woman told me that they we're waiting for scales to come in. She was not overly friendly. She said they would be going out within a week. That was over a month ago. I have sent emails with no response. I tried calling again today and I got a recording saying that the call could not be completed as dialed. If I'm not going to receive the scale, I would like my $300 back. As I paid over $1,700 for everything. I'm extremely frustrated that I have run out of ways to contact the company. The only paperwork that I have is an email that they sent me when I first placed the order. I can't even find an order number. I logged into my account on their website and it shows that I don't have any order history.

  Business response

  08/09/2022

  Good Morning, I spoke to *** ****** and explained to her the digital scale ships from our supplier USPS and was shipped seperate from the rest of her order. The scaes came into stock in mid July and her scale shipped out last week and was delivered. She said that would be great and she appreciated the follow up. Please let me know if you have any other questions regarding this complaint. Thanks, Jacob H***

   

  Customer response

  08/10/2022

  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

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 9, 2022 I purchased a Beststand electric lift from this company. The total cost of this unit was $1.327. The unit was delivered, unpackaged and the client was unable to use as the lift did not work for this client. Our physical therapist was looking at another lift but was not available and the company said this lift was comparable. On July 12, 2022 I was notified by our LPN that the lift did not work for the client has it just did not work for her. I called the company to begin the return process and the lady that answer the phone was anything but understanding or kind. I did tell her that the product was in the original box but had been out of the box ( that is how it was founded the product would not work) She wanted pictures of the product in the original box, which I e-mailed to the company. I received a rather rude email denying the return due to it being open and having been out of the box. There return policy states brand new condition in original box. The denied based on the unit not be packed as it was received...that is absurd. The item is brand new and she didn't even use it because it simply did not work for her. they complained about the "plastic" being wadded up and missing foam protective pieces...that is absurd. Their return policy does not state anywhere that they will not return units that have been taken out or set up. How in the world would anyone know if it work or was the right item needed? They then suggested that our company sell they item online!! I am absolutely appalled that they could even suggest this. We are a healthcare facility specializing in developmental disabilities. Our clients that we serve here in our developmental disability division are on social security, have very limited incomes. It is also ethically wrong of us to even try to sell anything to get the clients money back. I knew we would have to pay the 10% stocking fee and shipping but they should issue a refund and now I don't feel that we should pay the fee.

  Business response

  07/20/2022

  This is in regards to the complaint made by *** ******** on April 12th. This customer called and said the Stand Up Lift (Medical lift that takes a patient from sitting to standing for Transport) purchased for her client does not fit their needs and they need to return it for a refund. My wife ******* who works with me answered the call and asked the customer if its still brand new and unused (we only sell brand new medical euipment just like we shipped to them) in the original box and original packaging and she told her yes it was. Then ******* asked her how does she know it wont work for her client if it was never opened and her response was well we took it out of the box and tried it once and she couldnt use it. So clearly when she said it was never opened and brand new she was lying. At that point ******* told her we dont take back items that look used. She assured her the lift was completely boxed up like she got it so ******* said take a picture of the box open and packed correctly so it doesnt get damaged in shipping so the customer said she would. Thats when she sends us a picture of the lift thrown into the box missing most of the packing foam that keeps it from getting damaged during shipping. At that point she told her we cant take it back in that condition without the packing foam cause they get banged around too much. That is when this customer got on ******** page and wrote Dont ever buy from this company!.. and then wrote the bad review with BBB. 2-3 days later another girl (much more pleasant) from her office called asking if there was anything we could do to work this out. I told her if she send me pictures with it safely packed (I recommend getting HD packing paper or foam popcorn to fill in where the original foam would be) we could take it back and would just charge the shipping cost and 10% to restock per our posted return policy. She said that would be great and would get back to me once its packed correctly but I never received the new picture or heard back from her and this was a week ago. We are a Veteran owned business and Ive been in business for 12 years and helped over 10,000 disabled patient get equipment they need at by far the lowest price anywhere online and have always received glowing reviews but when I get 3 negative reviews after around 10 good reviews and the BBB takes me from an A+ rating to a D. This is ridiculous and need to get this resolved asap. Any help is appreciated Thanks, ***** direct line ###-###-####

  Customer response

  07/20/2022

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

  In my response to their message: First and foremost DO NOT CALL ME A LIAR! I never ever said it was NOt out of the box and the box was UNOPENED. I told her that it was not USED as it would not work for the client. His wife did ask me how I would know it did not work if it was BRAND NEW. I said they did set it up and I also explained to the wife that I do not work in the group home and was repeating what was being told to me. I did tell his wife that it was BRAND NEW CONDITION and was not USED...as once the product was set up the nursing staff realized the product was not going to work for the client. I was told to send pictures, which I did...then received an email back pretty much telling me it was NOT BRAND NEW CONDITION and they would not return it and that we could sell it on an online platform (which is by far unprofessional and unethical). Our CFO called last week and spoke to someone there, who did say to take pictures of the product OUT OF THE BOX and then REPACKED in the box. I have not had the moment to get to the product to take the pictures myself, as my mother passed recently so other things came first! 

  As far as the complaints and the rating..They claimed to be accredited with BBB yet when I originally went on the BBB site they were NOT ACCREDITTED and had the rating of D-. Yet they were stating on their site at the time of when we made the purchase they were a B+ rating and changed this to a A+ rating sometime after a refund was requested,  and I called BBB to ask how this was possible. If they are upset about this then don't put something on your site that is not actual. 

  Their return policy states that they have a very generous return policy and they accept returns 30 days and in Brand new CONDITION....not in unopened, unused packaging....which is absurd to begin with. And if I had knew this was going to be such a hassle I would have gladly ordered the product from AMAZON and paid more for better service PERIOD. Being the cheapest does not mean the best service. 

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a portable hoyer lift that came with a hoyer lift pad included. The pad I received was way too large so I contacted customer support to return and exchange it for a smaller size. I was told I would have to buy a new pad for $119 and that I would be refunded this amount when I returned the other one. I ordered the new pad and sent the other one back, but I never received my refund. I have called customer service multiple times to try to resolve this issue. I have left several messages for call backs which have never been returned. Twice I spoke with an actual person (the same person both times) and both times she told me she would look into it and call me back either that day or the next day. I did not get a call back either time. I have sent three different emails to the address on the webpage with no response. I used my postal receipt to track the package and it says it was delivered to them on November 1, 2021. I still have not received my refund. All am requesting from them is to please issue me my refund. I would greatly appreciate a response from them.

  Business response

  08/16/2022

  ID ********: We processed a refund on 6/1/22 for $100 for the return on the sling purchased on 10/21/21.  We could not locate the returned item, which resulted in us not being able to provide a refund and we apologize for the delay. I don’t know if the customer provided us with tracking info on the returned item or not but we reopened the case at the end of May of 2022 to investigate the issue.  At that time we processed the refund of the $100 to accommodate the return. Our return policy states if a customer wants to return an item, they would have to pay for shipping both ways and a restock fee for an item that is returnable. We can refund the $19 if that will help rectify the situation. Please let us know if you have any questions, thanks for the help. Jacob H*** direct line ###-###-####

  Customer response

  08/16/2022

  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

  12/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchase hydraulic lift on 11/22/2021, called to see when it might arrive on Monday 12/6/2021, and called on Monday 12/13/2021 because a delivery company said that it would arrive on 12/14/2021 It arrived but parts were missing and hydraulic pump did not work and this was the problem that the representative told me last week and why they were having a problem with the delivery. I would like my $997 back because I am totally disabled and me caregiver husband can't lift me without this lift. Tried to call the company but the number has been disconnected. .

  Business response

  08/16/2022

  Re: ********** ******
  Complaint #: ******
  
  
  
  This letter is to address the complaint by the customer wanting to return the opened and used merchandise purchased from
  Midwestern Medical Supply.
  
  Our Return Policy states that certain items can only be returned under these circumstances as we do not offer free returns.
  “Our customers have up to 30 days to return an item that is considered returnable and is in brand new condition with
  original packaging for a refund minus 10% restocking (industry standard restocking is 25%) and shipping cost both
  ways.”
  
  The customer ********** ****** does not have the original manufacture’s box and packaging to repack the item properly for a
  return, therefore this makes her return request ineligible. We did speak on the phone when she wanted to arrange the return
  informed her we could not accept her request and stated our return policy that is listed on our website. Also, as mentioned in
  the customer’s complaint, the item was put together incorrectly out of the box and had to troubleshoot with the manufacture
  so this could void any warranty that the lift comes with should something happen to the hydraulic pump system. We do not
  keep extra boxes for customers to return items.
  
  Each item has the full manufacture’s description of dimensions on our website so anyone who makes a purchase online can
  review. We also have instructional videos made by the manufacturer on how this equipment is used so the patient and
  caregiver can be informed. There is a full set of instructions for assembly that come in the equipment box for customers to
  assemble the item. The item purchased isn’t meant to stand the patient in a full vertical position so the patient will always be
  angled with knees bent during the transfer.
  
  We have ********* ******’ contact information and will contact her if there is someone in desperate need of this item and she
  can sell this directly to another consumer at her discretion. We did inform her of this as well as other methods of selling her
  equipment that she cannot use. There is a market for “Like New/Gently Used Equipment” where she can get the most out of
  selling it on her own.
  
  Our return policy, like most companies nationwide, you cannot return items without proper packaging for a refund.
  
  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. ↩