ComplaintsforPlatinum Health Group

• Initial Complaint

  12/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for a pendant that signal an operator when the button is pushed. It stopped working in December of 2022 and I have been trying to cancel it in January of 2023. They have been billing me ***** every month until September.the total amount they cheated me out of is ******

  Business response

  12/11/2023

  This issue was rectified with the customer, please see attached.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company does not accept returns of any items, something my husband didn't look for on the site when he purchased. Their stated reason is health concerns. Returning this walker would not present any health concerns at all. The rollator walker purchased is advertised specifically as a bariatric walker with a weight capacity of 600#. I weigh 450-500#. The seat is so small that it actually hurt me to try to sit in it. Once I'd squeezed my hips between the handles, settling onto the seat was nearly impossible. It's so shallow that only a very small part of my bum was even on it and I almost slid off onto the floor. Unlike the other rollators I've had, the handles are so short that my forearms would not have a place to rest when seated. This particular rollator walker is clearly designed for someone much smaller in size than would correspond to its 600# capacity. And given its actual size, I have to wonder if the capacity listed is even true/accurate. I want to be able to return the walker and get my money back.

  Business response

  08/11/2023

  Hi ********,

  Our return policy is listed on our website and is available prior to purchasing any item from our site. In regard to the walker you purchased, the dimensions of all the components, including the seat, are in the listing.
  
  Thank you
  

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a hospital style bed from Platinum Health Group in the amount of $2943.00. ****** delivered a partial bed, ****** delivered the bed frame only. It is missing several parts, making it impossible to put the bed together. I contacted Platinum Health Group and was told part two of the shipment would be delivered, which would make the bed complete. ****** notified me that the rest of the bed, shipment 2 is lost in transit and will never be delivered. I contacted Chase M***** at Platinum Health Group, sent him photo of the partial bed. As of 11/16/21, I have not received part two. I have contacted Platinum Health Group on several occasions, requesting a refund and requesting Platinum Health Group make arrangements to pick up the part of the bed that was delivered. Platinum Health Group and Chase M***** are non responsive. They have not made any arrangements to pick up the partial bed or to issue a refunds. I contacted USAA today, have filed a dispute with USAA for the charge of $2943. I want the partial bed picked up and would appreciate communication from Platinum Health Group and Chase M*****.

  Business response

  12/06/2021

  Business Response /* (1000, 8, 2021/12/06) */ ***** lost the 2nd piece of this shipment. Customer informed us that a piece was missing and the box had been damaged but would not let us know whether the bed itself was damaged or just the carton. We were able to get in touch with the customer and resolve the situation with them. Thank you.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an ENVYY Sleep-to-Stand bed from RehabMart to help my wife recover from surgical problems on October 24, 2020. The bed was delivered, but it did not do the Sleep-to-Stand function that it was supposed to. I understood that the item was not returnable, However, I had purchased an extended warranty for the product. I contacted RehabMart and essentially got nowhere. They claimed that the manufacturer said the bed was fine and RehabMart could do nothing. On February 26, 2021, I received an email from RehabMart that they were replacing the bed. The people who delivered the replacement verified that the original bed indeed never functioned properly since it had a bent frame. However, the bed that was sent as a replacement was NOT an ENVYY Sleep-to-Stand bed, but a product that was not even sold by RehabMart. I immediately contacted RehabMart about the problem. All further contact attempts have resulted in no response from Rehab Mart.

  Business response

  12/08/2021

  Business Response /* (1000, 14, 2021/10/12) */ On 10/24/20 The customer placed an order for the Envyy Sleep to Stand Electric Bed, SKU: PLT-PBEnV1000, PLT-RMInstall, PLT-HiLo-feature, PLT-PENVXW5, PLT-deluxe-mattress, PLT-PREMDEL, PLT-PENVWC55. The item was delivered on 11/2/20. On 11/4/20 the customer emailed stating that the bed starts to move then stops. Rehabmart contacted the manufacturer for technical assistance. The technician and customer discussed a "button" on the remote control. Customer says there is no button, the technician disagrees. The technician requested pictures of the remote. On 11/12/21 The customer called and stated the bed is unassembled in his living room. Rehabmart contacted the manufacturer to allow their technical team to assist the customer assemble and get the bed working. On 2/9/21 Rehabmart convened via telephone and agreed this was a warranty claim directly with the manufacturer and the manufacturer would be replacing the defective bed with another bed. On 2/26/21 The customer was informed that due to snow in the area, that the delivery would be delayed.On 3/5/21 The manufacturer emailed Rehabmart stating that the freight carrier can not reach the customer. On 3/16/21 The customer emailed that delivery of the replacement bed occurred and the replacement bed cost less than half the price. This is a warranty claim between the customer and manufacturer, Rehabmart has continued to be a liaison between both parties. Consumer Response /* (3000, 18, 2021/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I submitted several emails to the business. The replacement bed was an entirely different bed than the one I ordered. It didn't even come with a mattress. When the replacement bed was received, the installers verified that the original bed was indeed defective since it had a bent frame. The business has selectively indicated correspondence that does not in any way reflect the fact that they were made aware of the problem with the bed and that they replacement with the wrong bed. Now they are saying that I need to fight with the vendor. I contracted with Rehab Mart, not the vendor. Business Response /* (4000, 27, 2021/11/12) */ On 10/24/20 The customer placed an order for the Envyy Sleep to Stand Electric Bed, SKU: PLT-PBEnV1000, PLT-RMInstall, PLT-HiLo-feature, PLT-PENVXW5, PLT-deluxe-mattress, PLT-PREMDEL, PLT-PENVWC55. The item was delivered on 11/2/20. On 11/4/20 the customer emailed stating that the bed starts to move then stops. Rehabmart contacted the manufacturer for technical assistance. The technician and customer discussed a "button" on the remote control. Customer says there is no button, the technician disagrees. The technician requested pictures of the remote. On 11/12/21 The customer called and stated the bed is unassembled in his living room. Rehabmart contacted the manufacturer to allow their technical team to assist the customer assemble and get the bed working. On 2/9/21 Rehabmart convened via telephone and agreed this was a warranty claim directly with the manufacturer and the manufacturer would be replacing the defective bed with another bed in accordance with the Manufacturer's warranty. On 2/26/21 The customer was informed that due to snow in the area, that the delivery would be delayed. On 3/5/21 the manufacturer emailed Rehabmart stating that the freight carrier can not reach the customer. On 3/16/21 The customer emailed that delivery of the replacement bed which they received was not the same bed that is advertised on the Rehabmart website. We contacted the manufacturer (Platinum Health) and they confirmed to Rehabmart that the Warranty Replacement Sleep-To-Stand Bed is indeed the same Sleep-To-Stand-Bed meeting the same specifications as the original Sleep-To-Stand-Bed that the customer purchased. The Manufacturer (Platinum Health) did note that sometimes they place different marketing labels on the bed, but in fact the specifications and quality of the Warranty Replacement Sleep-To-Stand-Bed is the same as the original Sleep-To-Stand-Bed that the customer purchased. Ultimately, warranty claims are an issue between the Customer filing the warranty and the Manufacturer of the product who provide the Warranty. With the intent of being a good e-commerce distributor, Rehabmart has continued to be a liaison between both parties. Consumer Response /* (4200, 29, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although the business did essentially what was reported, the bed that was delivered was in no way the same bed that was ordered despite what the manufacturer may have claimed to Rehab Mart. It didn't even come with a foam cover so that to use it, I would have had to get a mattress. Also, the control, which Rehab Mart mentions, was different from the one with the original bed. Also, the documentation with the bed indicated that it was a different bed model than the Envyy bed that I had ordered. This is not my problem to solve. I contracted with Rehab Mart. They were responsible for making this problem right. They totally failed to uphold their commitment. Consumer Response /* (4200, 30, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am including a file that indicates an EZ OUT bed was delivered to replace the ENVYY bed that I had ordered and which had come defective due to a bent frame. The Rehab Mart assertion that the Manufacturer gave me the exact same bed as replacement is totally false.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 16, 2021 we purchased a lift-to-stand bed on Rehabmart.com through the company Platinum Health. Total amount was for $3,364.00. Order number is ********. Our first issue: the bed was manufactured poorly, forcing us to buy a tap and die set in order to re-thread three holes & put the pieces together. Our next issue, we believe the bed is falsely advertised because the measurements are incorrect on the website compared to the product we received. Over the course of 4 months, my father has had THREE falls out of this bed. The handle bars are not nearly high enough as shown on the website. On August 15, 2021 my dad had a very dangerous fall. We contacted PH in hopes of attaining higher handle bars as advertised on the website. PH has informed me there is nothing they can do, and they have deleted my reviews of the bed on all of their website platforms to warn others.

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/09/09) */ Thank you for reaching out. This customer purchased this bed from us for their elderly father, who I believe suffers from dementia. The bed included a mattress and arm rails for each side. The customer notified us that their father had fallen out of the bed overnight. They also mentioned that it was not because the bed malfunctioned, but because of circumstances outside the product. The customer requested taller side rails, however we do not manufacture those for this unit, so we were not able to provide any. While we hope that this bed improves the lives of our customer's and their loved ones, some people require more intense, monitored care, which I believe is the case with this gentleman. There is nothing we can do, provide or manufacture for this person. The specifications for each model bed, including measurements are listed on our website and available to the customer prior to purchasing the product. I would love to help but this falls outside of what we as Platinum Health can assist with and we do not accept returns. Thank you Consumer Response /* (3000, 7, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Despite our personal reasons for purchasing this bed, the Platinum Health website clearly states that the Hi-Low bed is "Created specifically for people who are aging at home". The website also states that the "Hi-low motor works like a hospital bed; allowing the bed to be raised while in the flat position for caregivers". If this bed was made by "healthcare professionals" (also stated on your website), wouldn't you think they would include all types of health conditions; including dementia patients? I am offended at the fact that you are profiling my family and deciphering whether or not we needed this bed. That is never your position to determine for any customer! If this bed was not made for the use of patients with dementia, then that should be CLEARLY stated somewhere on your website. Next, the Platinum Health website says that "These handrails are padded for comfort and safety, directly preventing potential injury". This was not the case with my father, he has had three falls out of their poorly manufactured bed since we put it together in April 2021. The bed did NOT include a mattress as this employee is stating, we purchased the mattress for $266 separately along with the frame of the bed - please see prior attached photos. Lastly, I never once mentioned my father's fall being contributed to "circumstances outside of the product" because this is entirely UNTRUE. The reason my father fell out of this bed is because the hand rails are simply way too low. The company falsely advertised the measurements portrayed under their "Product Specifications/Dimensions" section - which has been changed to the correct measurements since I made this complaint to BBB a month ago. The dimensions for the "Floor to top of Armrest Height" show the correct measurements NOW at 31 inches. When I first wrote my complaint, the website portrayed the "Floor to top of Armrest Height" at 28 inches. The previous measurement of 28 inches, correlates with the blue print photo of the bed and the dimension measurements it shows on there (see attached photos). I also noticed that they have since combined all of the bed models together into "one". When I purchased before; I only had the ONE option to choose from. I believe the Platinum Health company as gone on their website and made changes since my complaint to the BBB and I ask that the BBB look into the date that the website was last updated to ensure that this company isn't trying to protect their asses from further instances such as this. I am highly dissatisfied with Platinum Health's customer service for many different reasons. From calling them multiple times to receiving no calls back, from them deleting my honest reviews of this product on all of their website platforms where this product is being sold, and extremely RUDE customer service from all of their employees. I encourage the BBB to enforce Platinum Health company to display its product reviews for future potential buyers. I don't think its fair that they are able to falsely advertise "happy customers" and/or hide their reviews from the public eye. I AM NOT A HAPPY CUSTOMER AND FUTURE BUYERS NEED TO KNOW ABOUT MY EXPERIENCE, TOO! Thank you! Business Response /* (4000, 11, 2021/09/28) */ Thank you for your response. These beds, like the customer stated, are designed for people aging in home. The motors do function in a way similar to a hospital bed, allowing the user to be in different positions. That said, this bed is not designed to confine the user to the bed or restrict movement. As I stated before the dimensions of the handrails and bed itself are clearly stated on our website. This customer bought this item through a reseller, not directly from our website. Again, this bed is not designed to restrict movement or confine the user. It is designed to help users get in and out of bed easier and enjoy their time in bed as they age in their home.

*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. ↩