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Mobility Plus of California

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Reviews Mobility Plus of California

Mobility Plus of California Reviews (2)

Review: My Jazzy wheelchair was with them 3 months for repairs. It was returned with untightened back wheels. New chair pad, wrong size not original, and more

1. seat not in right position, I cannot sit up in it, it is to big, not original

2. arm rest will not adjust up, bolts missing

3. back wheels loose when delivered, still not right

4. rattles and makes noises

5. I was told that model is discontinued but they can still get parts, so they cannot replace it, BUT THE PARTS ARE WRONG

6. front WHEELS DRAG GROUND BECASUE OF POSTION OF THIN I THINK? Desired Settlement: Either replace chair or make it usable with correct parts.

Business

Response:

Business' Initial Response

1. Regarding the issue of three months: This unfortunately is standard time it takes Medi-Cal to actually approve a repair and give us the time to get parts in once approved. Parts were ordered within 48 hours of receiving Medi-Cal approval. from then it generally takes 2 weeks to get parts, do the repair, and return the chair.

2. The seat may not have felt right because his original seat was bent and broken. The replacement seat is the exact manufacturer's original seat match based on his exact serial number. Adjustments are a patient option based on the simple use of a seat lever on the side of the seat.

3. Arm rest height can easily be adjusted for proper arm placement. This can be looked at during the house call scheduled for june 14th. At that time we will also address the claims of missing bolts. We will also look into the claim of rattles an noises. When the chair was delivered on June 3rd it checked out to be in perfectly safe and proper working condition. Any complaint will be addressed duriing the house call scheduled for June 14th.

4. As far as loose wheels. This was a human oversight on the part of a new company repair technician who is no longer with the company. the wheel bolts were re-tightened by our delivery tech on the the day the chair was returned.

5. In regards to replacement: without having originally sold the chair, and with no record of the date of purchase, we cannot know if this chair meets the over 5 year requirement for replacement.

To summarize: While we do everything in our power to maintain only the highest standard in repair services, sometimes issues of patient discomfort do occur, especially when they may have become used to a bent seat or are a heavy outdoors user.

Another unfortunate reality of power wheelchair use is that this type of equipment is not ideally designed for outdoors used, and in fact is generally covered only for indoors use. This patient is a heavy outdoor user and puts greater than average wear and tear on his chair.

Keeping this situation in mind, we go out of our way to make our powerchair users comfortable and safe in the use of their chair. Our high customer service rating and reputation is built on going the extra mile in service. However, due to the insurance limitations and limitations of the equipment, we are not always able to perfectly meet the hopes and desires of all our customers.

We will do everything reasonable and possible to

resolve this complaint, and if it becomes possible in the future, we would be happy to replace his chair.

Consumer's Final Response

The company said the replacement seat is the exact manufacturer's original seat match based on his exact serial number. Impossible since base was replaced for this huge seat, original seat was about 3 in smaller and not as deep, now you lay it in to sit back because your legs would go t out straight to sit back.

[redacted] who came by also took it for a ride and agreed the front safety wheels in front no longer sit up high enough and catch and rub and cannot be adjusted, and are already going bald in just a few weeks.

Was told chair is discontinued, and still squeaks and clumps.

Either replace chair or replace to better seat and base for the correct size seat and fix safety wheels and adjust chair. thanks [redacted]

Business' Final Response

07-05-13 our tech went to patients home and installed a new seat post and seat assembly. Tech also adjusted the castors. At this time this is all our company is able to do for the patient as we have done everything we can to make the patient happy. Patient will need to contact the company he received the chair from to get the date of purchase as the insurance will only cover a new chair every 5 years.

Review: Refusal to give copy of original sales purchase order for verification for insurance to be covered under 2014 calendar year. After numerous calls to no avail, I was told to come to the business in person - I cannot drive and I am in a wheelchair. Upon arrival the Manager/Bookkeeper informed me that she would not provide the information requested, "It would take weeks to find and time is money, I am not going to spend my time looking for your form. I gave you that wheelchair at rock bottom prices, so, you don't need to turn it into the insurance to get more money. Can't you pick a date out of your head, or is that not possible?"Desired Settlement: Business to provide a copy of the original sales purchase order dated December 2014.

Business

Response:

Dear Mr. [redacted],Thank you for alerting me concerning a customer grievance.We always seek the highest level of customer satisfaction and do everythingpossible to achieve that.We have complied with the customer’s request for anothercopy of her sales receipt (see attached). Please note that although thiscustomer did originally inquire about a wheelchair in December of 2014, shemade the decision to make a cashpurchase of a specifically requested (special order) upgrade wheelchair withthe date of sale being January 7,2015.Because there had been initial interest on her part topursue insurance coverage, our company informed her verbally that thewheelchair she wanted to purchase for cash would not be eligible for insurance reimbursement. She verballyagreed, and was provided with a copy of the sales receipt at that time.In March she requested a copy of her sales receipt which weprovided for her. In April she asked our company to bill her insurance. We explainedagain that as a non-covered cash sale item it would not be reimbursable. She understood and agreed. We later receiveda call from the customer’s insurance company regarding her request to receivereimbursement for her purchase. We explained to him that this was a cash sale fora non-covered wheelchair, by request of the customer. We continued to receive calls from the customer requestinginsurance billing. We explained that there was nothing else that we could dofor her. On July 24th, she again requested a sales receipt (given toher twice previously). At that time her sales receipt was back-filed, and shewas told that it would require time to provide another copy. I understand the customer’s hope for reimbursement, and sympathizewith the frustration this has caused her. However, she made a good decision to purchasethe exact wheelchair that she wanted. Certainly if there was anything else wecould do for her I would gladly consider it.Sincerely, [redacted] CEO

Consumer

Response:

I am rejecting this response because:Thank You to the Mobility Plus for sending me a copy of the receipt, however, what was sent was not complete enough for my insurance to accept as "professional quality" because it failed to include the following:* Tax I.D. number* MPI number* all code/numbers pertaining to wheelchair ordered; including any/all custom order changesTherefore, my request was actually made for the original order form written up by the salesman from December 2014 which included the Tax I.D., the MPI, and the codes/numbers for the particular wheelchair ordered. The accountant/billing person at Mobility Plus Modesto stated, "Looking for that form would mean time and time means money. I won't take the time to look for and make you a copy of that order form. I won't do your insurance work for you."I never asked the accountant/billing employee to deal with my insurance and my insurance assured me that they would never call Mobility Plus to deal with this issue. Therefore, the employee's accusation that "I am tired of your insurance company calling me, they keep calling me and asking me stuff" is a false accusation. I intend to deal with my insurance on my own behalf when I receive the copy of the correct information on the original order form that was filled out in December 2014 during which time the accountant/billing employee was to my knowledge on vacation.

Business

Response:

Revdex.com3075 Beacon BlvdWest Sacramento, CA 95691 Complaint #[redacted]Dear Mr. [redacted],Our customer in the above referenced complaint has repeatedlyinsisted that there is an “original order dated back to December 2014” that sheseeks to submit to her insurance company for reimbursement. Since there was NO order in 2014, we are unable to comply with herrequest. Please note that an inquiry does not constitute on order,as an order must contain all the necessary medical documentation required froman ordering physician to obtain any piece of equipment. In December we provided a phone quote as to the price of thechair the customer requested. There were NO codes and NO reimbursable medicalqualifiers associated to this quote. It was only eligible to beacted upon as a cash purchase.There is also an apparent misunderstanding in the customer’sstatement pertaining to our “looking fora form requiring time and money” as thereis NO form that exists that would allow her to bill for her wheelchairpurchase (which occurred in January 2015). Repeated requests were madefor a sales receipt which we have complied with. Additionally, there were no rude or dismissive comments madeby our staff as alleged.There is a very strict and exacting process to obtaininsurance reimbursement for medical equipment. When it is not followed, and inthis case the customer agreed to not follow it, there isabsolutely nothing that we or any medical equipment provider can do to changethat. The original sales slip signed by our customer states “I agree that the item(s) provided above are not an insurancecovered claim. Mobility Plus of CA. will not bill insurance or accept a lowerpayment.”After at least teninsistent requests from this customer, I must respectfully request that NO further requests are forthcoming forus to produce an original order dated December 2014, as none exists. Sincerely,[redacted]

Consumer

Response:

I am rejecting this response because:I do not agree with what is stated in the response concerning accuracy, honesty and good business practice. I will not continue this dialogue, but know that in the future I will not refer anyone to Mobility Plus for services and we will terminate any and all further dealings with Mobility Plus. In addition, [redacted] will be alerted to my experience with Mobility Plus. Thank you for your time and attention - Have a blessed day.

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Description: Hospital & Medical Equipment & Supplies, Medical Equipment & Supplies, Scooters - Medical, Wheel Chair Lifts & Ramps, Beds - Electric & Adjustable, Rehabilitation Products - Pediatric

Address: 627 Galaxy Way, Modesto, California, United States, 95356

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