While the goal is to provide top-tier mobility equipment, it’s understood that life happens, and mobility equipment can sometimes fail or malfunction. When these malfunctions occur, we understand it can significantly impact an individual’s quality of life.
Recognizing that mobility equipment often serves an extension of the individual, particularly for those unable to ambulate independently, we prioritize the need for efficiency during the service and repair process. When service or repair needs arise for any type of equipment provided, apart from Permobil products*, here’s what to expect from our service team.
*As of 2023, we are no longer in partnership with Permobil. Unfortunately this means we are unable to service any Permobil products purchased through us. If you need service or repair on a Permobil product, we advise you contact Permobil directly.
When calling into our service department, first we will verify the identity of the patient needing service. Once identity has been verified, a specialty technician will first attempt to diagnose the issue over the phone. If the equipment is experiencing any of the issues listed below, we can typically resolve the issue remotely.
Wheel locks
Error codes
Battery issues*
Tilt and recline issues
*Most battery issues can be resolved after we explain the proper charging habits. However, if the battery is completely drained, then a technician will be scheduled to come out and replace the battery.
If the issue can’t be resolved remotely, we will schedule* a technician to come out and diagnosis the equipment’s issue. Here’s what our technicians inspect for upon arrival:
Battery health
Any loose nuts and bolts
Motor health
Charging cable health**
Error codes
Some issues are typical issues we can resolve on the spot without the need to order parts. However, if a part is needed, a service quote will be drafted and sent to the patient’s insurance provider for approval.
*Technicians are scheduled in accordance with the patient’s needs. On the day of the appointment, our technician will make a courtesy call up to 30 minutes in advance.
**Charging cables that have a blinking red light is most likely damaged. This will require us to order a new one.
Before we can begin service on any equipment, we must get a new prescription request from the patient’s prescribing physician and funding approval from the patient's insurance provider.
Medicare beneficiaries do not need to obtain a new prescription, they can supply their original prescription*, if it’s not expired.
Medicaid beneficiaries and private/commercial insurance beneficiaries will need to request a new prescription or certificate of medical necessity from their prescribing physician before starting a service request.
If paying out of pocket or using a warranty quote, there is no need for any documentation. We also offer various options to help offset costs like CareCredit payment plans.
During this repair process, if the equipment is out of commission, we will make our best attempt to provide a loaner or temporary equipment, if available.
Feel free to check in with us once a week for updates. Call our service team Monday-Friday from 9 AM-5 PM (ET) at 866.424.4500 and reference the service ticket number. If a service ticket number is not given, be sure to request it for future reference. If an emergency occurs, always call 911 first**.
*Prescriptions typically expire after 12 months. Verify that the referring prescription is still valid during the time frame of service.
**We can not provide emergency services should the chair die in a location where charging is inaccessible. Please be sure to call emergency services for assistance.
Once the technician arrives,* they will walk through the service process and go through a 10-point inspection to assess the overall health of the equipment. If there are specific issues that need to be addressed, please be sure to write those down prior to the technician arriving. If no other issues are detected, the technician will proceed with the service then have the patient test drive the chair to ensure it suits their needs.
*In the event that no one is home when our technician arrives, we will leave a door tag with our contact information to reschedule.
Other tips and recommendations:
For more information on equipment service and maintenance tips, check out the blogs below!