HoveroundReviews 668

I have been dealing with Hoveround for over a year and still no power wheelchair has been delivered. I have done everything they have asked me to. Mobility exam from my PCP was completed on 3/29/2023. PCP determined at that time that " I was unable to move about independently without a power mobility device. He is paralyzed from the waist down." Insurance info for Medicare and United Heralthcare shows approval on June 23,2023. The latest phone call on 3/25/2024, I was told we needed to schedule a mobility exam. I am currenty using a power loaner wheelchair which I have to return this summer.

I read some kind of a thing from Hoveround saying Paul we care about you and we care about our customers and they have not done one thing to take care of my chair. I have bad wheels they were telling me they were going to fix that and it was gonna cost me $29 now it's 300 some they're wanting to charge For batteries and the tires that I need for my chair. The batteries went bad in my chair like dead won't take a charge. I had to go buy batteries myself from my from my wheelchair. I'm never ever ever gonna buy anything else from Hoverround and I'm gonna tell all of my friends and everybody I know, don't mess with Hoverround. It's not there they don't take care of you. They don't take care of their business like they say they do.

This is probably the worst experience I've ever had with a company that is supposed to be customer service orientation. Basically I have been waiting almost a year to get my scooter repaired. I am a disabled Veteran of the war in Vietnam. This organizations has absolutely no regard for veterans. I do not have enough time, or space to explain and document the numerous times I've been given the runaround. I have seen told conflicting stories by the technical and scheduling departments, among others. Even hung up on by Lori(sp) in scheduling.
Depending on who you talk to parts are on order, been ordered or waiting for the technician to install. Technician showed up a few weeks ago with the wrong part
Promised to get it on order buy supposedly failed, again, depending who you talk to. I was called by hoveround last Friday to schedule an appointment for yesterday, Monday
I waited all day long and no one showed. Today I was told again by Lori that there was a mix-up and the part isn't in. Called back today and asked to speak to a supervisor, and of course none was available. Nice lady Promised she would look into it, and have a supervisor call me
Of course, no call. Absolutely no regard for customer service. And certainly not supportive of veterans..

I have made multiple attempts to contact someone there for a referral for a hover round. The menu keeps looping back to the same original question over and over. Finally, twice, I pressed another key that was not pertinent to my call. Got voice messages both time and no return calls. I won't be referring anymore clients to this company

Their customer service is very nasty and does not criticism very well. You can never get a knowledge responsible representative to actually fix the joystick that is very temperamental and the chair itself runs very slowly outdoors and has a short battery life compared to other chairs. It took weeks to get parts that were told would be here in 5-10 days and when they sent representative of the company, they did not adjust the joystick correctly and with my neuropathy, they have caused me injury while using the chair. I would not recommend this company and I am filing BBB complaint to their state of incorporation Florida and to the State Attorney General in New York and to CMS and Medicare and filing Medical Misconduct report with New York state of Health which along with insurance paid for this contraption

I called your tech department and advised them that there was a clunking sound coming from underneath the chair and that it pulled to the left. He then transferred me to the sales Dept.where I was informed that there was a problem with this model and she went ahead and ordered the parts. I called tech support today and was told that my parts weren't in and he didn't know when they would be. I suggested swapping my chair for a new and he rejected that and told me if he did that he would have to swap thousands of chairs. I have 30 days to return the chair and I may explore that option.

New chair was delivered last week. NOT HAPPY with it! Seat padding is practically nonexistent! Tires are thinner, smaller. Feel every bump! Plus, they're NOISY! The control arm keeps getting stuck when trying to raise & lower. Delivery guy said the front of the seat couldn't be raised-feels like I'm going to fall out of it! The back of the chair angle leans too far back-kills my lower back! The angle of the foot plate can't be raised. Entire chair tilts forward when leaning over to pick something up-feels like the chair is going to tip over on me! Have used Hoveround for the past 13 years & have been, for the most part, pleased. Also, 1 of the tires got a flat-took over 2 months to get a replacement! The technician I'd had in the past, Doug?, was awesome! This past guy acted like he couldn't get out the door fast enough. Since this chair has wheel covers, the foot plate area is smaller, but i have to spread my feet wider to get out of it. Feels like im fixing to do a split! Also, feels like the seat is leaning to the right...? And, this chair is 4-5 inches lower to the ground making my reach for things, (countertop, faucets, stove dials, etc.) Would REALLY LIKE 1 LIKE I HAD BEFORE! The Technique XL. Was WAY more satisfied with that style. To be fair, I've had this new 1 for a week to TRY to adapt to it. DO NOT LIKE IT AT ALL! PLEASE REPLACE IT with the bigger, BETTER, chair!

I understand a lot of these patients as im one that you have also jerked around NEVER AGAIN i wouldnt send my worst enemy here. I hope when people say their getting a new power chair i hope thats true because while i was watching a video on this guys ipad he rolled a wheelchair in my door no box no wrapping they didnt even measure to see if it would go through my doorways i got mine through medicare and insurance doesnt have a rep that comes out to see what their paying for just one of many issues when you hire professional's i would love to contact them but the bottom line is that nothing will be done as i said in the subject matter lip service all you give is a generic response none of what im saying has nothing to do with medical records or hippa it has to do with how you treat disabled seniors make the sale get the money from compliance to service tech these people that work here feel they can do no wrong just my hands on personal experience the time i wasted on hold absurd and then to get an attitude like i was doing something wrong you all need some sensitivity training you all must think its ok to impede a disabled seniors ability to have a better quality of life

THe company will not take my insurance for my power scooter and my doctor signed off on the forms 3 times. I feel the company is not of help to low income people who really needs the equipment.

Ms. E Brown
Frederick, Md *******