Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/19/24 I ordered a set of replacement keys for an Easy Rider Transport S19. I have received a tracking number for my item, but after 10 days, there has been no update. The tracking information shows the label has been created, but not received by ****. I have called several times, only to be told my call will be returned in 24hrs, I have yet to receive a call back. I have left several voicemails, and gotten no response. At this point I would like a refund, and not the item I ordered.

  

  Business Response

  Date: 12/17/2024

  These were delievred by *********;**********************. Thank you

   

  *****

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a battery for my scooter and when I went to install it, it didn’t fit correctly. It wouldn’t sit in the slot which makes the battery unusable. I reached out to customer support and “Brian” responded with an acknowledgment and we exchanged a few emails. At first, after confirming that I purchased the correct battery for my scooter, he said I should reach out to Goldentech and I responded that I bought it from you. He then said “if that’s the case, send photos and a video” which I sent him photos but not the video. I asked if this was necessary because it’s a process getting the scooter out of the car and back in but would do if necessary. I never heard back. I emailed him multiple times after that and still never heard back. I even tried to start a new chat with the company but apparently “Brian” is the only person working customer service. I am very unhappy, this was an expensive battery that is useless. I am still waiting on a response. I wish I looked them up on BBB before I purchased, they have a lot of complaints. And there is no way to get in touch with someone on the phone. I called the number and it is saying I am calling outside of business hours - their business hours are 5 am - 5 pm M-F EST and I am on the east coast and it is 11:01 am. How is that outside their business hours?

  

  Business Response

  Date: 08/05/2024

  Hi *******,

   

  I am very sorry for your experience and am very surprised to hear it was this difficult getting in tocuh with someone from our company. I went ahead and sent you a FEDEX prepaid retrun label to mail your battery back. The battery you order is only for the Golden Technologies GB120 scooter. 

   

  Once the battery has been retruned, we can get your refund processed. Thank you and please let me know if I can assist you with anythgin else,

   

  jesse

  Customer Answer

  Date: 08/05/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
   
  

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed on May 30, 2024 at 4:51 pm to purchase a handicap bed for my bedridden sister. the bed const $2721.93 and was delivered and set up by their vendors on July 1, 2024. On July 5 2024 the zipper that holds the mattress on the bed frame broke (unknown why). Then, July 6 2024 the foot rest would not raise it was touch the floor. Then on July 8 2024 is when the arm rest broke and my sister fell out of bed. she now has bad bruises on her shoulder bone from what the Emergency room said, when we took her there after falling. she can not raise her shoulder and we thought maybe it was dislocated or broken. .This business will not resolve the problem, i want this dangerous bed out of my home and our money refunded.. This bed needs to not be sold to disabled people it is very dangerous, thank God my sister did not hit her head or break any bones from falling, But, still not she can not raise her arm and is in horrible pain from the shoulder injury.

  

  Business Response

  Date: 12/17/2024

  A warranty claim was filed with ************* to assist the custoemr with the bed issue back in July. This has been reoslved

  Customer Answer

  Date: 12/19/2024

  this is a lie. They never helped me with this.  The bed broke and my sister fell down and injured herself. 

  

  Business Response

  Date: 01/29/2025

  Hi *****,

   

  I am very sorry to hear that the bed is not working for you. I see that your bed is covered under warranty by the manufacturer. Have you tried filing a claim with Journey directly?

   

  Their direct number is ************. Please call them so they can have a technician assist you.  here is a link to their warranty: ******************************************

   

  Warranty: Journey Health & Lifestyle warrants all our products to be free from defects in materials, workmanship and assembly. A standard twelve (12) months warranty from the original purchase date applies to the core list of Journey products under normal use in accordance with specifications and warnings and with some limitations, exclusions, restraints or extensions including but not limited to parts, labor, service and other specific considerations. (Specific additional limitations and extensions of warranty, particularly as they relate to the Journey Health & Lifestyle line of mobility products, can be found in the Addendum below.) If within the twelve-month warranty period, any component or part shall be proven to the satisfaction of Journey Health & Lifestyle to be defective, the product shall, at the option of Journey Health & Lifestyle, be repaired or replaced. Contact Journey Health & Lifestyle before sending any product for warranty repair or replacement. Do not send any product without our prior written consent. 
  
  
  Limitations and Exclusio
  

  Customer Answer

  Date: 01/31/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:07/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order dentures from Senior.com:Collin - Director of Operations for Senior.com I am completely distraught by the lack of transparency and the shipping violation regarding my denture exchanged experience with Senior.com. After several ongoing correspondences with customer service, I received an email from customer services on 7/16 indicating my ********************* dentures are being shipped out. However I did not receive an email to substantiate the shipping, therefore I contacted customer services again via email to request another update. No outreach (or no response back) from customer service via reciprocating email or phone call, so I reached out again to the "chat with us" on Senior.com. I explained my situation to an online representative, and after a brief latency in our conversation, the representative informed me that my dentures have not been shipped and he would contact the warehouse to get a tracking number for my dentures. Several minutes later, I was not given a tracking number, per customer representative, the warehouse is not responding to his request and that once he obtains a tracking number he would send via email. I contacted customer services today and my dentures have not been shipped and there is no clear explanation as to why they have not been shipped and when they will be shipped. These dentures are imperative and a necessity to the overall eating experience.I would appreciate an update on my dentures as soon as possible. Thank you, ***************************

  

  Business Response

  Date: 08/16/2024

  Hi ******. I am terribly sorry for your experience in shoppiong with us. I do see that an exchange was processed and shipped via ***** 2 day delivery 277704711372 and was delivered to you. Can you please confirm?

   

  *****

  Customer Answer

  Date: 08/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 25th, I ordered a ****** that I need to get around. Two to three day shipping was selected. I received an email that it was shipped on the 25th. As on 7/6/2024 I have not received this device that I need and the tracking shows a label has not even been created. I have emailed the company twice, called multiple times with no resolution. I received a response to an email July 2nd from ****** that he would look into the matter and get back with me. No response occurred. I have left voice mails and further emails. Vulnerable seniors and disabled adults are at risk of not receiving required medical devices. This company needs to be held accountable. I cannot afford to order another ****** and they have already charged me despite not receiving the product. I need this device to safely get around!

  

  Business Response

  Date: 08/16/2024

  Customer ordered an Open Box unit which was out of stock so we upgraded her unit to a ***** new one for free. It was delivered via FEDEX 276355367367

   

  Thank you

  *****

• Initial Complaint

  Date:06/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a full set of dentures from them on July 13 with 2-3 day shipping and it arrived on July 18. They had shipped me 2 upper sets, instead of an upper and bottom full set. I contacted them immediately via chat on their website, the *** said he had to contact the warehouse and would get back with me. I never heard from the *** again. I called July 19 the *** said that he had to talk to the first *** to see what was being done and would call me back. He never called back, sent an email saying they were waiting for confirmation on how to proceed to resolve this, July 20 received no communication from them. July 21 attempted to call, chat and email them. Automated phone system says I've called them outside of normal business hours but it was during their normal business hours. They didn't respond to my chat and have yet to reply to my email. Been getting the runaround about resolving this situation since I contacted them and now customer service is unavailable.

  

  Business Response

  Date: 06/21/2024

  We are extrenely sorry you recived 2 of the same sizes. Our custeomr service team informed me that they have indeed spoken to you to get the correct size shipped out right away and expedited. In that order, there is a return label as well to ship the incorrect size back to us. I will have a custoemrs service *** call you as well to confirm everything. My apologies for any inconvenience this has caused you. 

   

  Thank you for your patience,

   

  *****

  Customer Answer

  Date: 06/21/2024

  From the conversation with the ***, shipping label and further instructions were to be sent by email. I haven't received the email. Still where I was, stuck with a set of dentures that I can't use with me getting the runaround from the company. 

  

  Business Response

  Date: 12/17/2024

  I show that our custoemr service team worked with ***** ******** to correct the issue. The correct item was sent to him ***** 2 day delivery on June 21, ************ and now he has everythgin he needed. This case can be closed

   

  *****

• Initial Complaint

  Date:06/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing in regards to an order that was placed on 6/5 and despite being notified that my order (# SE109548) shipped, the *** tracking number they provided shows that it has yet to be shipped. I contacted customer service a few weeks ago via email and received a response from a customer service agent who responded that they'd research my issue as to why my order hadn't shipped, but then I never heard back from them. I've called their customer service number this week a few times, but no one answers the phone.

  

  Business Response

  Date: 12/17/2024

  This was deleirved by UPS 1Z2F87F70319965368 shortly after the complaint was made. This case can be closed,

   

  *****

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6, 2024 I ordered my father the Reyhee Superlite 3-in-1 Electric Foldable Wheelchair. According to the website your items should be to you within 4-7 days. It has been several weeks and we still do not have the product. I called on April 16th and was told by **** the alleged CEO said that the item had just arrived and that I would have tracking within ************************************************** by the following Monday at the latest. Today is April 23rd and still no chair. I called yesterday and spoke with *** who explained to me that he was going to investigate and see what was going on. When I asked him to speak to a supervisor he stated that he was the supervisor, yet when I told him what **** said to me on the 16th he said "oh that's good to know". He had no idea what was going on but would get back with me on April 23rd. I explained to him that the chair was needed for my almost 80 year old father to attend his first grandchild's college graduation and because of them and their "guarantee" we are now out of over 1k, a plane ticket and a memory that my father will never get to relive. So **** calls me back only to tell me the same lie that he told me last week. When I called him on it and asked for the truth he hung up on me. I tried to call back and of course he ignore my call. I left a not so nice message and I AM LIVID at the unprofessional behavior of this CEO and the horrible customer service. This company should be out of business. How dare you do this to the elderly and their families. You ********************* should be ashamed of yourself. Not once did they apologize or offer compensation for the trouble. NOTHING but more lies. NEVER EVER purchase from this company. Boycott until they improve or stop mistreating our seniors.

  

  Business Response

  Date: 05/03/2024

  Hi ********,

  first and foremost, I am extreemly sorry for the ordeal you had to endure throughout this order and the communication regarding it's delivery. At time of order, we were unaware from the manufacturer that this was not available to ship immediately. We were informed that the container has been delivered to the dock and was awaiting customs clearance. As we continued to receive information about the delay, that should have been relayed to you so you could have made a decision which we very clearly dropped the ball on. We continued to get date delays on the conatiner clearing customs and the shipping date was then pushed back on our side. I do see that we had notes in our system on the delay but it sounds like that information was not relayed to you efficiently or at all so you could prepare for this.

  I am extremely sorry that this had such a personal impact on your families plans to utilize the powerchair for an event and I can not apologize enough for the handling of this order. We asisst the elderly with thousands of orders on a monthly basis and every single order is of the utmost importance to us and that their expectations are exceeded. This particular order and experience fell so very short of that, I am quite appalled by our companies handling of it. I sincerely wish I was involved from the very beginning of this order so I could have taken a more hands on proactive approach with this to make sure communication was done efefctively. We will take this experinece and learn from it so that yourself or anyone else purchasing from us, never experiences this type of service again. 

  I do see that Fedex 273874215610 has this order at your local store as they stated you wanted it held to pick it up?If you want this delivered instead, please let me know.

  I also want to offer you a $400 refund for the handling of this experience to your order should you want to keep it. 

  *****

  COO

   

• Initial Complaint

  Date:04/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my extreme disappointment and frustration with the service provided by Senior.com. My recent experience with this company has been nothing short of a nightmare, and I feel compelled to bring it to your immediate attention.On 3/8/2024, I placed an order for a hospital bed for my ailing mother-in-law, who had to move from ************ to ******** for better long-term care options. It was made explicitly clear that the bed was urgently needed, and I was assured that it would be delivered within a week. However, this promise turned out to be nothing but a false assurance.Despite numerous attempts to obtain updates on the status of my order, I was met with nothing but silence and incompetence from this company. No one could provide me with any concrete information regarding when the bed would be delivered. As a result, I was forced to spend almost $1,000 out of pocket to purchase an interim bed from another provider, adding unnecessary financial strain during an already difficult time.Tragically, my mother-in-law passed away within just two days of her arrival in ********, without ever having the chance to use the bed that was supposed to provide her with comfort and support. To make matters worse, the bed from Senior.com is now en route somewhere in ********, serving as a painful reminder of your company's failure to fulfill its obligations.Throughout this ordeal, I was repeatedly promised a point person who would keep me informed about the status of my order. However, not once did I receive a call or any form of communication from this individual. It is appalling that this company would make such promises and fail to follow through on them, especially in a situation as sensitive as this.Furthermore, despite the immense inconvenience and emotional distress caused by this company's incompetence, I was never offered any form of compensation or refund. This lack of accountability and disregard for customer satisfaction is completely unacceptable.In conclusion, my experience with Senior.com has been utterly disappointing and unacceptable. I demand immediate action to rectify this situation, including a full refund for my order and an explanation for the gross mishandling of my case. I sincerely hope that steps will be taken to prevent other customers from enduring similar hardships in the future.Yours sincerely,***********************

  

  Business Response

  Date: 04/12/2024

  Hi ******,

   

  I am terribly sorry that this order was not delivered as quickly as possible and did not meet your expectations. I fully understand your frustration as these items are needed as quickly as possible in times of emergency. Unfortunately with large beds like this, there is not a means to expedite the order because of the handling of the large items, the preparation it takes to ship and the fact that it has to go on a pallet to ship with a freight carrier. This particular bed i believe shipped from New your with **** Pro number ************ so it has to go to multiple hubs in order to eventually get to the delivery hub in your state. It is very frustrating dealing with freight companies as they are 100% on their own delivery schedule and do not appease the customers or the shippers. They also have to contact you to schedule a delivery date which can add additional time. 

  I am looking in to why ******* would have told you about a week as these types of items almost never are delivered in 1 week. I will also contact **** to find out why it took so long for them to deliver this bed as I completely agree with you thsi took way to long for delivery. I do see that you guys received the bed instead of refusing it and have since donated the bed away. Unfortunately I cannot provide a full refund as the bed was received and donated instead of returned to us. I can however off you a $500 refund for teh inconvenience this has caused you. My apologies for this whole ordeal and I do hope we can make this right for you.

   

  *****

• Initial Complaint

  Date:02/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the upper denture from Senior.com in hopes to replace the dentures that my Veteran spouse who lives in a nursing home. He previously has had 2 sets of dentures professionally fitted, but lost both. I hoped this would be a great option, but dentures did not work as advertised. After repeated attempts to fit per instructions, the dentures never became pliable, they remained hard and rigid! I am requesting full refund due to false advertisement.

  

  Business Response

  Date: 02/27/2024

  Hi *******,

   

  I am sorry to hear these did not work well for you. Luckily these dentures are able to be remolded to fit a mouth up to 20 times. We provide a tremendous amount of resources including helpful how to videos, guides on how to fit your mouth, and a claim form to have a specialist give you a call. Have you been able to look in to any of these solutions?

   

  This item once opened is a non returnable item as stated in the card you received upon purchasing, on teh box itself before opening, and in our return policy on every page of our website.

   

  We would love to help you get these fixed. Please visit this link to have a specialist give you call,

  *************************************************************

  *****