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BBB Accredited Business since
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This business offers home medical equipment and respiratory consulting services.
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A BBB Accredited Business since
BBB has determined that Home Again Medical meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Arizona Board of Occupational Therapy Examiners
4205 N. 7th Avenue, Ste. 305, Phoenix AZ 85013
Phone Number: (602) 589-8352
Fax Number: (602) 589-8354
Type of Entity
Business ManagementMs. Janet Crowl, Member Mr. Dennis Crowl, Employee
Medical Equipment & Supplies Wheel Chair Lifts & Ramps Lifts Wheel Chairs Respirators
Hours of Operation
|M||:||8:30 AM - 5:30 PM|
|T||:||8:30 AM - 5:30 PM|
|W||:||8:30 AM - 5:30 PM|
|Th||:||8:30 AM - 5:30 PM|
|F||:||8:30 AM - 5:30 PM|
|S||:||9:00 AM - 1:00 PM|
Alternate Business NamesHome Again Medical, LLC
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
5016 W Cactus Rd Ste 3
Glendale, AZ 85304 (602) 272-0707 (800) 469-1521 Directions
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Additional Phone Numbers
- (800) 469-1521(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I had a bad experience at Home Again Medical. I needed medical compression stockings. The store does not allow customers to try on the stockings. So the sales clerk measured and recommended a size. I then purchased the recommended pair for $145. I got home and they didn't fit. When my husband tried to return them, a store clerk said the stockings are not returnable. But because the store would not allow me to try them on before I purchased them, the store was guaranteeing that they would fit. In the law, this is called promissory estoppel.
Desired Settlement: A refund please
As the owner
of Home Again Medical, a Home Medical Equipment provider, I am aware of the
issue that is described in this complaint. Medical grade compression stockings are made to provide graduated
compression, tightest at the ankle and lessening the further up the leg it
goes. People frequently feel the
stockings are too small because they confuse the compressive nature of the
stockings with incorrect sizing. We also
have clients feel the stockings are the incorrect size because they are
attempting to put them on incorrectly.
Consumer Response: I should have been informed before I purchased the compression stockings that they were not returnable, especially because of the price ($148). I would not have purchased them if that were the case. Also, can you please provide scientific evidence that the size of an ankle correlates highly (.90 or higher) with sizes of calves and thighs? If you can provide that evidence, then I will not be able to dispute your measurement system. But I do believe that your business should have made it clear to me that they were not returnable. Thank you.
In response to complaint #******** these items need to be addressed:
Problems with Product/Service
Read Complaint Details
Complaint: My brother is disabled he has a lift chair that he rests in because of ulcers on his feet his chair broke we contacted the said company about fixing it sine the part is under warranty it was the frame. ***** came out examined the chair told us he would contact the company ****** who makes the chair and have them send the part. This was on June 29th. We have been waiting all this time we have sent ***** many texts which he responds telling us he received the part and would be out to fix it. This went on for 3 weeks he then informed us it would be $450 dollars for labor to install the warranted part. My brother ****** is on a fixed disability income he could not afford $450 to install a free part. We were informed it would take 3 hours work Who gets $150 an hour for labor to fix a chair so ****** informed them he could not afford it and he would find someone else to install the part so we waited another week of ***** saying he would drop it off the part I am referring to but never does I then contact the store today 7/24 the manager ****** informs me that well we never ordered the warrantied part we had a used chair we took it off of but since you would not let us install it there is no part this is where we are at after a month of my brother sitting in his wheelchair unable to lift his kegs had developed sweeping and sores on his behind he can not stay in bed all day he has spinal fusion and lives for that lift chair now we don't know what to do we could contact the manufacture ****** and try and get the part but now we again play the waiting game I want this company held responsible for their lack of human compassion and terrible service I also think it was shaddy to sneaking try to give us an old warrantied part and want to charge us $450 to put it on for all we know they received the new part like we' were originally told and kept it for themselves replacing it with a used part to give to us I am sitting here in tears dreading telling my brother he has been waiting all day for ***** who I guess is their worker to bring the part which he told ****** yesterday please help us we have been told we should also contact out news station
Desired Settlement: Give us the new part in question as promised should fix then hair for nothing after lying to us and deceiving us
Response to BBB Complaint ID# ********
Ms. ****** complaint has made me aware that we, as a company, are not following our policies and procedures.
There are, however, a few issues that Ms. **** neglects to mention:
· We did not sell this Tall Wide lift chair to Mr. ****, her brother.
· We do not know the date of purchase of the lift chair.
· We do not know if he is the original owner or if he purchased the chair used from another party. This is especially important as it affects the warranty as stated by ****** **********.
The following documentation is included with every ****** ********** lift chair and is also available on the company’s website: ******************. The information is found on page 8 of the owner’s manual.
CONSUMER LIMITED LIFETIME AND SEVEN YEAR WARRANTY
******, through its authorized distributor/service organization, warrants this chair to original consumer
only, against defects in material or workmanship as follows:
LIFT MECHANISM, RECLINE MECHANISM AND CHAIR FRAME LIMITED WARRANTY
******, warrants for the lifetime of the chair by the original consumer to repair or replace at ******’s
option the Lift Mechanism, Chair Frame and Recline Mechanism. Labor to replace these parts is
subsidized on all models for three years. The Capri, Monarch and Monarch Plus are limited to six months
subsidized labor. The Space Saver is limited to one year, parts and subsidized labor on the lift frame,
recline mechanism and wood frame.
******, shall not be responsible or obligated to pay for any cost or expense for examination of any
warranted parts nor is ****** to pay for costs for transportation, handling and packaging of the parts or
If a subsidy is available the amount maximum is $50.00.
With respect to the potential repair of Mr. ****** ****** ********** Tall Wide Lift chair, I had heard conversations of what needed to be done to take care of Mr. ****** lift chair. Unfortunately, these conversations were done in passing while ******, the manager, was involved in other projects. Our repair/delivery personnel did not document any of the referenced text messages in our computer system or on our sales forms.
This brings us to the question of potentially utilizing used parts in this instance. I am unsure how the decision was made to potentially use a base from another lift chair. I can only surmise that my repair/delivery personnel felt that since we had a frame from another Tall Extra Wide (that had failed for other reasons) it would be fine to utilize in this instance. I have never nor will I ever condone the use of used parts on a client owned piece of equipment. As a company, we cannot afford to install used parts on any client owned equipment.
These issues have been addressed, corrective actions taken and we are now making sure to document any conversations with clients.
In Ms. **** complaint, she brings up the fees that we were going to charge. There are a few factors that enter into our $450.00 labor charge. These are as follows:
· Our company is responsible for the cost of freight / delivery charges of any warranty parts (as stated in the above warranty information).
· The residence we would need to go to is approximately 1 hour away from our store.
· Due to the size of the chair and complexity of a frame replacement we require 2 repair personnel to complete this repair. We had not made a decision of whether the chair would need to be transported to our store to make sure we would have all the necessary tools available or if this could be done in the field.
· Actual time to install and align the frame so that the lift chair will function properly.
· Travel time back to our store.
· The repair of this lift chair would not have allowed our repair/delivery personnel to complete our day to day deliveries during this approximate 5 hours.
I am sorry that this situation has occurred for Mr. ****. As I have stated above, we have addressed all the issues and taken corrective actions.
I feel that since Mr. **** is unable or unwilling to pay the $450.00 for the installation of the frame by my company he needs to contact the company that he purchased the lift chair from and deal with them for this warranty repair.
Home Again Medical
Better Business Bureau:
At this time we are awaiting the replacement chair base. This part was shipped from Valley Forge PA and is being shipped by ground due to the size and weight of the base.
Customer Reviews Summary