Didn`t take 30 seconds, and i almost popped a vessel!!! donna is very rude & unprofeessional!!!!

Monroe Wheelchair is now part of the Numotion chain. Many folks around the country complain about them, but I honestly think it depends on who you get there. I highly recommend Dave Hebert in the Rochester office. As a person in a wheelchair himself, Dave really knows his stuff! I had started the process of ordering a custom power chair last year with them, ad had to drop the whole thing because of the portion I'd still have to pay. Dave met with me and my physical therapist, and discussed with me that the original order had a feature added that I'd never use, so we eliminated it, reducing my out of pocket cost considerably. He was also able to connect me with an organization that can provide me with funding for my balance due. Dave is a real asset to his field!! read more

Misrepresentation to the fullest! I waited over 6 months for a wheelchair that was completely misrepresented. I had Dave come to my house over 6 months ago to measure me for a "custom" wheelchair. My current wheelchair is a hospital style chair & is uncomfortable. I told Dave I needed about 1 & 1/2 inches longer on my seat, the back, etc... he saw the chair & said they can do that. I picked out my accessories & thought I'd have it in about 3 months, THIS TOOK 6! Not to mention that it is not a custom chair, custom means the frame will be custom to my body. No, Not at Monroe Wheelchair! what I received was a complete and utter standard frame piece garbage flimsy wheelchair. Just for comparison sake, this is the last email that I sent them before the genius Dave had to come to my house and rectify the problem: (Here are the schematics of my old wheelchair Wheel to wheel 26 inches wide, seat depth 15 inches, seat height from the ground 27 inches. These are the Schematics of the new wheelchair, wheelchair wheel 31 inches wide, seat depth 19 inches, seat height from the ground 29 inches, my feet dangle when I sit in that chair.) What in the world are these people trying to pull? They have wasted 6 months of my life when I could've been going to a company that would have built me a frame (meaning a custom wheelchair) to my specific body style, height, and weight. They also messed up almost every part I picked out; normal wheelchair wheels, not spoke wheels, normal wheelchair armrest, the seat depth needs to be normal, I need metal footpedals not plastic. I actually called my insurance company and told them that they are not to pay Monroe wheelchair until this got rectified. However it is non-rectifiable because they do not make custom wheelchairs. I don't know how any of the people that work for this company and sell these "customized" wheelchairs to elderly people sleep at night. These are not customized wheelchairs, they are customizable wheelchairs with 3 different styles of frames to pick from, which Dave didn't tell me in the first place 6 months ago. I am 36 years old, I am not elderly. I however have the upmost respect for the elderly & disabled and this company pulling this stupid scheme on people is not right. They care about insurance money, not patients. Because as soon as I told them that I told my insurance company not to pay them, they got right on top of it. What about the little old person that needs a custom wheelchair because none of the standard sizes fit them, or what about a disabled person that can't speak for themselves & has a caretaker? They won't speak up or know the difference, you tell them you can get them a custom wheelchair when in fact it is a customizable wheelchair. I will be calling the New York State Attorney General to alert them to the business practice of Monroe Wheelchair advertising & selling custom wheelchairs to people when they are in fact selling customizable wheelchairs to people. Big difference! read more

After being bounced around from dept to dept, i was finally informed that they didn't have a status update for repair work on my mobile wheelchair. I was rudely addressed by the service representative, who refused to comment beyond, "We'll get to you when we get to you." Monroe is a middle man operation. You can go straight to a manufacture's website or but a chair from Amazon. read more

Monroe Wheelchair rips off customers, knowingly selling inferior batteries for power wheelchairs. Lasting only 6 months to a year while other batteries last much longer: they put profit before taking care of customers and selling quality products. When asked why they don't sell the better product, the answer was there isn't enough profit in it. These batteries leave people stranded in roads or stores. They create safety risks - All for profit, and do so willingly and knowingly. Embarrassing. Shameful. read more

My orders and service started out right but as time when by and there where problems with my new wheelchair, they never replied to my phone calls and emails. I was given the run around. after received a large sum from the insurance company when the tires went flat after 3 months. The owner refused to replace them and told me I had to pay for new ones, even after the vendor that sold me the chair and helped me design i,t admitted he didn't know anything about the chair after all and just picked from "pictures in the catalog." I searched on the Internet for help to figure out a way for them and the manufacturer to be responsible for these bald tires. I found the "New Your State Wheelchair Lemon Law." I then sent and email to the owner and the manufacturer, Century 21 in Idaho, as to how I want my issue resolved. After stating I had legal right to ask for the amount of the chair in cash to buy another wheelchair from someone else, the next day I received an email from the owner plus a phone message saying "they would honor my request for new tires, THIS ONE TIME ONLY." I accepted the new tires. I called about a month later to order something from them and was told they wouldn't be selling to me any more. I also received a letter after that. I never opened it because I knew I would be very upset to see it in writing. I mailed it right back to them and have moved on to a better and more knowledgable vendor. read more

After a surgery limited my mobility I went to Monroe for wheelchair rental. The friendly helpful service was outstanding. Cannot say enough about how Alex I. went above and beyond. Thank you for making this part of a medically scary event so simple and effective to work through. read more

I waited over a week for Monroe Wheelchair to come out to find what was wrong with my Golden Leather Recliner. It took another week for them to order & come out to replace the motor. Guess what, they order the wrong motor. I told them that on 10/16/19 I was going to have my left knee replaced & I needed a lift chair. After arguing with them, they said that they could bring one out today. They brought a real cheap one out. When they went down my sidewalk with the chair, they broke one of my solar lights & knocked 2 others over. I wonder how long it will take for them to come out again with the right motor. The chair that they brought out is very small & hard to seat in, because it has only to controls on the remote. read more

My family has been a long time customer here and have never had an issue. The service team goes out of their way to help get my mom's scooter back in action without breaking the bank and it's nice they moved to a more central location in Henrietta. read more

They were helpful at first. Ron, the salesguy came out to my house to measure my husband for a wheelchair. It took less than 10 minutes. We had spoken with ron about what we needed with the chair. My husband completed the required pt appointment and we were told that insurance approved it. The timeline of receiving the chair was by the end of august, beginning of september. I called the last week of august and spoke to a "justin" who said he didnt know when it would be here but it would be soon. He was very rude and nasty. The chair showed up a week later with none of the specifications. Jimmy came to deliver it with no advance phone call. The chair looked like it was the most unsafe chair ever. I sent it back because of that reason. Ron came back to my house to see how the chair fit into my car. Then he realized why i needed different handles. We have been waiting for over a month for the mechanical parts to show up and i was just told today that they are still on back order and will be until at least the end of the month. Upper management was never informed of these issues until yesterday when i happened to call in and talk to a woman named rachel. She had the new case manager, sarah, call me and i have talked with a mary who is higher up. But my husband is still without his chair after 2 months. Communication is horrible. Avoid this company at all costs read more

Recommend without reservation of any kind. Original service including product, phone help, pricing, delivery and follow up were all excellent. Then I had a misunderstanding with their payment policies and billing. They could have hidden behind their stated verbal policy, but they did not. They worked with me and we came to a very reasonable agreement of the dispute. Truly great customer service beginning to end. Highly recommend these people. Paul read more

For over six months I did everything this company asked of me. I've been fighting for my motorized wheelchair for so many years now. I got them all of their paperwork. Went to a PT assessment appointment in a snow storm. Using a manual chair. And still now one calls me to say anything. These companies are always the same. They get paid from by providing whatever services, and sending me for assessments, but I never get my chair. Last year I was told that I'd have it by this Summer. A few months ago I was told it was being processed for an order assembly. This company is beyond bogus, and heartless. It took me almost 2 weeks to recover from the pain of going out in the extremely cold weather for that appointment. And then the countless other appointments they say that they needed from my doctor, who's very supportive. They spent time dragging their feet, delaying everything. And once it expires they always tell me I have to do all over again. I am beyond sick and tired of the carelessness of this company and any company like it. They should be ashamed of themselves, but just like the rest they aren't at all. read more

Had a very bad experience with Jessica. My mom's Dr. order a hospital be and special mattress from Monroe for my 84 yr old mom. When they called me to set up deliver the price on everything had changed. I ask that they hold off and I would get back to them. Two days later when I called to ask if they got the correct mattress. Jessica told me the order was canceled and they no longer had any record of it. I asked why would they cancel the order. She got extremely rude and yelled at me . She said you canceled the order and don't try to tell me different. I asked to speak to a manager. She put Molly on the phone. Molly told me they have no record of the order. I can't image that they would submit a claim to my mothers insurance company and not have any record of it. Molly was of no assistance. When I ask what we could do to resolve this matter she said she could do nothing other than have her manager call me next week, This must be run by family. I can't imagine any one treating a customer so rude that I refuse to ever use them again. My Mom has MVP gold. Monroe wheelchair is the only medical supply place in Rochester that is in Network.So that means every other supplier is Rochester only get 70% from MVP and Monroe will get %80. Because of this they think they can be extremely rude to their customers and not care. They know they can be cheaper than other supplier because MVP pays them more. I am going to do what ever it takes to get MVP to get the other supplier back in Network.. read more