• Hoveround

Hoveround

Overview

Hoveround has a rating of 2.6 stars from 462 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Hoveround most frequently mention customer service, insurance company, and flat tire problems. Hoveround ranks 7th among Mobility Aid sites.

  • Service
    35
  • Value
    34
  • Shipping
    27
  • Returns
    17
  • Quality
    28

Proactively asks for customer feedback

This company responds to reviews on average within 5 days

Positive reviews (last 12 months): 29.7%
Positive
11
Neutral
1
Negative
25
See all photos

What reviewers want you to know

Positive highlights

  • Kris the customer service representative was a jewel.

Critical highlights

  • That is so weird because my insurance company received a paper back from them that they received it.
  • This company is terrible, their power chairs are garbage.
How would you rate Hoveround?
Top Positive Review

“Good customer service”

Christopher H.
2/12/24

Has every question answered in a timely manner. Called after i received the motorized wheel chair to make sure I was satisfied

Top Critical Review

“Can't get through the phone system”

May P.
3/3/24

I have made multiple attempts to contact someone there for a referral for a hover round. The menu keeps looping back to the same original question over and over. Finally, twice, I pressed another key that was not pertinent to my call. Got voice messages both time and no return calls. I won't be referring anymore clients to this company

Reviews (462)

Rating

Timeframe

Other

Reviews that mention popular keywords

insurance company (16) customer service (63) power chair (34)
Thumbnail of user mayp52
1 review
0 helpful votes
March 3rd, 2024

I have made multiple attempts to contact someone there for a referral for a hover round. The menu keeps looping back to the same original question over and over. Finally, twice, I pressed another key that was not pertinent to my call. Got voice messages both time and no return calls. I won't be referring anymore clients to this company

Tip for consumers:
Cant get ahold of anyone

Products used:
did not

Thumbnail of user mbdb1988
1 review
0 helpful votes
November 7th, 2023

Biggest waste of money in my life! I have absolutely nothing good to say about Hoveround, either the company or the wheelchair! Very 'jerky' when turning especially when pulling forward after backing up or visa versa due to the stupid design of the rear swivel wheels!

Takes forever to get service. Waited for 2 months to get mine serviced and it STILL wasn't right!

Take my advice and buy a GOOD wheelchair like a PRIDE. Can;t go wrong with a PRIDE!

Service
Value
Shipping
Returns
Quality
Thumbnail of user kareng57
Hoveround Customer Service .. – Hoveround Rep

D.B. - we care deeply about our clients and their satisfaction is very important to us. We would love to have the opportunity to address your concerns and better serve you in the future.

In accordance with state and federal privacy laws, healthcare providers are precluded from commenting in public or on social media sites specifically regarding a client’s treatment. We ask our clients to contact Hoveround’s dedicated support team so that issues may be addressed in a professional and timely manner. In order to protect your health information, you can reach Hoveround’s dedicated hotline staffed by resolution specialists at 1-800-964-6837 or by email at info@hoveround.com. Thank you, have a great day!

Thumbnail of user albertm866
1 review
0 helpful votes
March 8th, 2024

This is probably the worst experience I've ever had with a company that is supposed to be customer service orientation. Basically I have been waiting almost a year to get my scooter repaired. I am a disabled Veteran of the war in Vietnam. This organizations has absolutely no regard for veterans. I do not have enough time, or space to explain and document the numerous times I've been given the runaround. I have seen told conflicting stories by the technical and scheduling departments, among others. Even hung up on by Lori(sp) in scheduling.
Depending on who you talk to parts are on order, been ordered or waiting for the technician to install. Technician showed up a few weeks ago with the wrong part
Promised to get it on order buy supposedly failed, again, depending who you talk to. I was called by hoveround last Friday to schedule an appointment for yesterday, Monday
I waited all day long and no one showed. Today I was told again by Lori that there was a mix-up and the part isn't in. Called back today and asked to speak to a supervisor, and of course none was available. Nice lady Promised she would look into it, and have a supervisor call me
Of course, no call. Absolutely no regard for customer service. And certainly not supportive of veterans..

Products used:
Mobility device

Service
Value
Thumbnail of user tracya185
1 review
0 helpful votes
August 17th, 2020

I was extremely happy with the way everything was handled when I finally got my chair. The guy that came was wonderful. Made sure I knew all I needed to operate my new chair. Thank you so much!

Thumbnail of user kevinp1999
1 review
0 helpful votes
February 16th, 2024
Verified purchase

My feet hurt sometimes I can't walk.please help please

Thumbnail of user kareng57
Hoveround Customer Service .. – Hoveround Rep

Hey Kevin, thanks for reaching out! We would love to help you get in the best mobility solution for your unique needs. Please give us a call at 800-542-7236 to speak with one of our Mobility Specialists who can discuss any options that might be available, and answer any questions you have. Have a great day!

Thumbnail of user christopherh2342
1 review
0 helpful votes
February 12th, 2024
Verified purchase

Has every question answered in a timely manner. Called after i received the motorized wheel chair to make sure I was satisfied

Thumbnail of user kareng57
Hoveround Customer Service .. – Hoveround Rep

Christopher, thank you for taking the time to leave your kind review and high-star rating! We appreciate your feedback, and look forward to passing your comments along to the team here at Hoveround. Have a great day!

Thumbnail of user lidiab10
1 review
0 helpful votes
December 19th, 2019
Verified purchase

It was easy process and professional, they explained everything well, and was aware of what was covered and what not

Thumbnail of user kareng57
Hoveround Customer Service .. – Hoveround Rep

Lidia, thank you for your kind review; we are excited to pass along your comments to the team here at Hoveround!

Thumbnail of user vickiej39
1 review
0 helpful votes
November 30th, 2019
Verified purchase

My attendent was very polite he explained very thoroughly on every detail on my hover round he checked all the points of the house and really gave it a work over would referr him to do my order any time

Thumbnail of user kareng57
Hoveround Customer Service .. – Hoveround Rep

We appreciate your positive review. Thank you so much for your feedback, and have a great day!

Thumbnail of user jamesc7457
1 review
0 helpful votes
March 4th, 2024
Verified purchase

Not real good so far no home visit no calls no one had talk to my doctor

Thumbnail of user marilynb253
1 review
0 helpful votes
March 1st, 2020

From the second she answered the phone on the 800 number I called I was handled and everything was taken care of by the agent. Customer Service is A+

Thumbnail of user evar120
1 review
0 helpful votes
September 15th, 2020

My experience was AWESOME I love my chair would definitely recommend hoveround to family and friends

Thumbnail of user tomr1448
1 review
0 helpful votes
February 9th, 2024
Verified purchase

I have been using a mobility device for 8 or 9 years now. Both were not a Hoveround, so when I found out I was finally getting a new Hoveround I was excited to say the least. My new device is everything I expected it to be. Thank you Hoveround!

Thumbnail of user kareng57
Hoveround Customer Service .. – Hoveround Rep

Tom, thank you for taking the time to leave your kind review and high-star rating! We appreciate your feedback, and look forward to passing your comments along to the team here at Hoveround. Have a great day!

Thumbnail of user patricke445
1 review
1 helpful vote
January 25th, 2024

I called your tech department and advised them that there was a clunking sound coming from underneath the chair and that it pulled to the left. He then transferred me to the sales Dept.where I was informed that there was a problem with this model and she went ahead and ordered the parts. I called tech support today and was told that my parts weren't in and he didn't know when they would be. I suggested swapping my chair for a new and he rejected that and told me if he did that he would have to swap thousands of chairs. I have 30 days to return the chair and I may explore that option.

Thumbnail of user kareng57
Hoveround Customer Service .. – Hoveround Rep

Patrick, thank you for taking the time to share your honest feedback. Our goal is to provide the highest level of customer service. We care deeply about our clients and their satisfaction is very important to us. We would love to have the opportunity to address your concerns and better serve you in the future.

In accordance with state and federal privacy laws, healthcare providers are precluded from commenting in public or on social media sites specifically regarding a client’s treatment. We ask our clients to contact Hoveround’s dedicated support team so that issues may be addressed in a professional and timely manner. In order to protect your health information, you can reach Hoveround’s dedicated hotline staffed by resolution specialists at 1-800-964-6837 or by email at info@hoveround.com.

Thumbnail of user paulp2579
1 review
0 helpful votes
February 6th, 2024

Their customer service is very nasty and does not criticism very well. You can never get a knowledge responsible representative to actually fix the joystick that is very temperamental and the chair itself runs very slowly outdoors and has a short battery life compared to other chairs. It took weeks to get parts that were told would be here in 5-10 days and when they sent representative of the company, they did not adjust the joystick correctly and with my neuropathy, they have caused me injury while using the chair. I would not recommend this company and I am filing BBB complaint to their state of incorporation Florida and to the State Attorney General in New York and to CMS and Medicare and filing Medical Misconduct report with New York state of Health which along with insurance paid for this contraption

Tip for consumers:
Getting customer service on the phone is very difficult and complaints are handled terribly by customer service

Products used:
MPV5

Service
Value
Shipping
Returns
Quality
Thumbnail of user kareng57
Hoveround Customer Service .. – Hoveround Rep

Paul, thank you for taking the time to share your honest feedback. Our goal is to provide the highest level of customer service. We care deeply about our clients and their satisfaction is very important to us. We would love to have the opportunity to address your concerns and better serve you in the future.

In accordance with state and federal privacy laws, healthcare providers are precluded from commenting in public or on social media sites specifically regarding a client’s treatment. We ask our clients to contact Hoveround’s dedicated support team so that issues may be addressed in a professional and timely manner. In order to protect your health information, you can reach Hoveround’s dedicated hotline staffed by resolution specialists at 1-800-964-6837 or by email at info@hoveround.com.

Thumbnail of user leonardb132
1 review
1 helpful vote
December 18th, 2019
Verified purchase

It's. Great scooter, except I wish it had rubber tires instead of plastic ones.

Thumbnail of user kareng57
Hoveround Customer Service .. – Hoveround Rep

Thank you for the high star rating Leonard! We really appreciate your positive review!

Thumbnail of user nancyf2014
1 review
0 helpful votes
February 18th, 2024
Verified purchase

I was not comfortable with all the confusion during the several contacts and your limits on bringing my P.T. And your insistance on having an app't with my doctor. That has never been asked of her before! My medical advisors recommend cancelling this app't.

Thumbnail of user kareng57
Hoveround Customer Service .. – Hoveround Rep

Nancy, thank you for taking the time to share your honest feedback. Our goal is to provide the highest level of customer service. We care deeply about our clients and their satisfaction is very important to us. We would love to have the opportunity to address your concerns and better serve you in the future.

In accordance with state and federal privacy laws, healthcare providers are precluded from commenting in public or on social media sites specifically regarding a client’s treatment. We ask our clients to contact Hoveround’s dedicated support team so that issues may be addressed in a professional and timely manner. In order to protect your health information, you can reach Hoveround’s dedicated hotline staffed by resolution specialists at 1-800-964-6837 or by email at info@hoveround.com.

Thumbnail of user paulf440
1 review
0 helpful votes
November 17th, 2019
Verified purchase

Person who helped me was very good. Just wanted to let you know that I did keep my doctor s appointment so I was wondering if you were going to still get in touch with my doctor. Please let me know. Thank you so much.

Thumbnail of user carolynw188
1 review
0 helpful votes
March 17th, 2019
Verified purchase

From the first phone call I made with questions to the actual delivery of my mothers Hoveround I found the service to be very quick. They lead me through the process with kindness and really did all the work to get my mom her much needed chair. I appreciate that!

Thumbnail of user irmag131
1 review
0 helpful votes
February 17th, 2024
Verified purchase

I have only been waiting for 6 months because you don't just put one person you put 3-4 different people to help!

Thumbnail of user kareng57
Hoveround Customer Service .. – Hoveround Rep

Irma, thank you for taking the time to share your honest feedback. Our goal is to provide the highest level of customer service. We care deeply about our clients and their satisfaction is very important to us. We would love to have the opportunity to address your concerns and better serve you in the future.

In accordance with state and federal privacy laws, healthcare providers are precluded from commenting in public or on social media sites specifically regarding a client’s treatment. We ask our clients to contact Hoveround’s dedicated support team so that issues may be addressed in a professional and timely manner. In order to protect your health information, you can reach Hoveround’s dedicated hotline staffed by resolution specialists at 1-800-964-6837 or by email at info@hoveround.com.

Thumbnail of user jeanniem45
1 review
0 helpful votes
January 20th, 2020

Mr. Floyd who did my initial appt, and ultimately delivered my chair; gave us above excellent customer service. He was polite and answered our questions precisely and gave us easy to understand instructions for using the chair.

The chair was well made and easy to use. Also it is very comfortable.

Thumbnail of user joer686
1 review
0 helpful votes
October 29th, 2020

The gentleman was very professional and was very informative on how to operate the hover round. He also adjusted the seat and arms on the hover around. The guy was class act!

Thumbnail of user doloresw23
1 review
0 helpful votes
March 14th, 2020

I decided to call Hoveround again. The nice lady at Hoveround sent me papers to be filled out by the doctor and then the doctor mailed them to Hoveround, which this was on Feb. 12,2020 when they were filled out and mailed. On Feb. 14,2020 I received a phone call but I couldn't get to in time but thankfully the caller left a message. The lady said, "Dolores Williams we need to get in touch with you to set a time and date when to bring your power chair." I was shocked and at first I thought it was a prank. I was elated, I am actually going to go in stores that I haven't been to in almost three years. On Feb, 25 2020 a man named Dani brought me my chair all the way from Memphis Tn. And took his time to explain everything I needed to know. I was impressed how much he was able to answer all the questions I had for him. He was well dressed, Then it was time to get in the driver's seat and as far as I can tell from his remarks I did very well on my first try.

Thank you so very much
Dolores Williams,

Thumbnail of user margot6
1 review
0 helpful votes
October 25th, 2019
Verified purchase

Everyone I had the pleasure of speaking to, was very polite, knowlede! They were also quite friendly. They did not rush me or pressure me. I felt like I was talking to friends.
I truly enjoyed speaking to these wonderful people, they were so patient with me. They even cracked a joke or two. It was wonderful talking to such warm people.
Thank you for putting up with me. Gablei

Thumbnail of user marthad568
2 reviews
0 helpful votes
October 31st, 2023

They jagged me around for 3 months and now tell me that they want to give me a wheelchair instead of a scooter. We had this SAME CONVERSATION over 9 weeks ago! What changed? They are the ONLY company my insurance works with, so I am screwed! WASTED so much of my time!

Service
Thumbnail of user kareng57
Hoveround Customer Service .. – Hoveround Rep

Martha, while our recommendations for a power wheelchair or scooter vary by case and need, our goal is to provide the highest level of customer service. We care deeply about our clients and their satisfaction is very important to us. We would love to have the opportunity to address your concerns and better serve you in the future.

In accordance with state and federal privacy laws, healthcare providers are precluded from commenting in public or on social media sites specifically regarding a client’s treatment. We ask our clients to contact Hoveround’s dedicated support team so that issues may be addressed in a professional and timely manner. In order to protect your health information, you can reach Hoveround’s dedicated hotline staffed by resolution specialists at 1-800-964-6837 or by email at info@hoveround.com. Thank you, have a great day!

Thumbnail of user paula2395
1 review
1 helpful vote
March 18th, 2024
• Updated review

I read some kind of a thing from Hoveround saying Paul we care about you and we care about our customers and they have not done one thing to take care of my chair. I have bad wheels they were telling me they were going to fix that and it was gonna cost me $29 now it's 300 some they're wanting to charge For batteries and the tires that I need for my chair. The batteries went bad in my chair like dead won't take a charge. I had to go buy batteries myself from my from my wheelchair. I'm never ever ever gonna buy anything else from Hoverround and I'm gonna tell all of my friends and everybody I know, don't mess with Hoverround. It's not there they don't take care of you. They don't take care of their business like they say they do.

Hoverround is a piece of crap along with the Hoveround
January 24th, 2024
• Previous review

I will never ever purchase another Hoveround chair. I had problems with my chair from the very beginning. Begin having them take notes then I had a major problem. It wouldn't run more than 15 minutes 20 minutes and then needed charged again. Oh they're gonna take care of it they said well they let the first of the year Come and go and now I have to pay for all the parts and the service. Well that's bull crap I'm never ever ever own another one of these hovercrafts and I won't let anybody in my friends know about them either in fact on Facebook if you want to come see you even more scathing review, Paul Derry

Service
Value
Shipping
Returns
Quality

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From the business

Hoveround specializes in manufacturing and distribution high-quality power wheelchairs, scooters, vehicle lifts, ramps, accessories and other products that aid personal mobility. Hoveround accepts Medicare and most private insurance.

Business History

It started with a vision... and Hoveround president and founder Tom Kruse has seen this vision come to life. Hoveround power chairs can easily maneuver in the tight spaces other power chairs and scooters just can’t, allowing users the freedom to live independently and stay in their homes.

After 25 years, Hoveround Corporation has become the largest direct-to-consumer manufacturer of the most maneuverable, reliable, and compact power chairs available in the United States. The company’s mission — to improve the quality of life for people with restricted mobility — continues unchanged to this day.

Hoveround’s continued success stems from what Kruse calls our “Model of Total Responsibility"
- We are 100% accountable for the quality and reliability of our products
- We control the manufacture, design, delivery, and service of all Hoveround power chairs
- We focus our complete attention on serving the mobility needs of our clients
- We are committed to providing state-of-the-art innovations and best-in-class service
- We are never satisfied and continually research new and better ways to enhance the quality of life of our clients so that they may have the means to fuller, richer experiences through improved mobility

Company Representative

Thumbnail of user kareng57
Hoveround Customer Service ..
Typically responds within 5 days

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2.6
462 reviews
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