Arlington Medical Supply

Glenda Ehrle (22.10.2017 00:29)
My husband and I went here to PURCHASE a wheelchair for an extended vacation to Canada as I cannot walk long distances, only very short ones. We explained to the sales lady that we wanted to purchase it for a trip starting in two weeks and would like to pay cash and take it home that day. We found the chair which we wanted with her help. We were told that we could not purchase it and take it out that day as we needed a letter from my doctor saying that I needed it and Medicare needed to be informed. It also meant that my Medicare and supplement would pay for it. We were not informed that it would take very much time for Medicare’s approval and were told they would expedite the process so that we should have the wheelchair in time for the trip. We stressed over and over that we did we need it in two weeks, I immediately had my doctor FAX a letter to them. It was t enough, so, over the next two weeks, he FAXed a total of three letters and medical information to them. We received the wheelchair four weeks after we returned from the trip. At least once during this period of time, the staff couldn’t find my information. It was extremely stressful and we did not get the wheelchair when we needed it. I have only had occasion to use it one time since I did get it. A year later, I get a call from this company that I need a new letter from my doctor stating that I still need it. Since I thought it was purchased a year ago, I questioned why a new letter was necessary. I was told that I had not purchased it, but had only rented it for a year. I might add that they apparently filed with Medicare and my supplement the approximately retail price for the chair. Now they wanted the letter to file again for another year!s rental probably at the same cost. If I did not supply the letter, they would pick up the chair by November 1st. I have told them to come get it. I feel totally snookered in this deal, I was willing to pay them the retail price in cash, was given to understand that it was not possible, did not get the product in a timely manner, and find out a year later that I had rented, not purchased the chair despite repeatedly telling the sales person that our intention was to PURCHASE the chair for a trip in two weeks. The people were courteous and friendly and seemed to be aware of my intentions, yet they insisted that I do things their way. I was more than frustrated during the whole process and now really angry with them for what I consider ignoring my intentions and RENTED it to me (without making it clear) rather than SELL it to me. I believe the reason they did this is that they stand to make a lot more money every time it is to be renewed. Be very careful when dealing with this company. I think they are milking Medicare and insurance with these rentals. I actually feel defrauded and angry. Perhaps this is standard practice, but it could have been explained from the beginning that (1) what the letter from my doctor and the accompanying medical information had to include the first time ; ( 2) it was a rental, not a sale; and (3) that they knew from the beginning that the process of filing with Medicare and insurance would take much longer than the two weeks we had. ( I also believe that their claim to expedite it was never part of the plan). Be careful and make sure you get all the facts, perhaps in writing on anything big you get from this company.

Amanda Ramirez (12.10.2017 21:31)
Called today to inquire about a maternity belt and they were very courteous and polite. They were willing to go above and beyond to see if the product is available through them. Thank you!

Kathryn White (20.07.2017 23:26)
Very helpful. Friendly and had what I needed

Ron McGough (28.02.2017 23:27)
Great Customer Service! The staff is always very helpful every time I'm in the store. The products are superior to the products I have been purchasing at the drug store. The lift chair we got from here has been wonderful for my wife's arthritis. Highly recommend this provider.

CD_ Estoll (27.09.2016 23:25)
I bought a toilet booster seat the day before my wife had knee surgery. I learned, late the day of the surgery, that the hospital was going to send home a walker AND a 3-in-1 toilet seat/bath chair. So the next day I went back to return the toilet booster seat and the store REFUSED to give me a refund because they have a 24 hr. policy on returns for “bath” products. I explained that I was at the hospital all day and I found out late in the day that I wouldn’t need the booster seat. It was obvious that the product hadn’t been used; I hadn’t even opened the box. They reluctantly offered me store credit but fortunately, due to my fairly good health, I don’t need any of their products; I needed a refund (or credit to my credit card). I asked the sales clerk to let me speak to a manager, then to the store manager and then she gave me the regional manager’s office number to call and he wasn’t available to take my call.

Arlington Medical Supply had nothing to lose by refunding the product. It’s one thing to have a policy and it’s quite another issue to have a lack understanding and compassion when the customer’s circumstances do not exactly fit the store’s criteria (I was mere hours outside their 24 hr period).

Before leaving the store I accepted the store credit and gave it to another customer to apply the credit towards their purchase. Too bad the store couldn’t come up with a Win-Win solution. As I near retirement age, chances are I may need some medical products over time and when that time comes, I’ll buy elsewhere.

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