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We had to fight Hoveround for nearly 5 months to get this wheelchair for our daughter. She has a primary and secondary insurance. Although Hoveround participated with both, they told us they would not send us the chair out of fear that the secondary insurance would not pay them. When we offered to pay the balance of the chair ourselves, they said they couldn't do that because - wait for it! - our daughter has secondary insurance, which legally prevented them from accepting our half of the payment! They told us we couldn't get a wheelchair! I fought and fought. We're talking about a wheelchair for our CHILD. Finally, in month five, and only because I thought of suggesting that they send the same approval papers to the secondary insurance company which are normally only submitted to the primary insurance company did Hoveround accept the paperwork and send the chair. Our daughter was without a chair for FIVE MONTHS for a process that should have taken less than ONE MONTH. We are happy with the chair, but not with the company. If you have another option besides this company, take it!
Products used:
Hoveround MVP5 Wheelchair
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Alison, thank you for taking the time to leave your feedback and review. 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. The application process can sometimes be lengthy and involve complexities, particularly when dealing with insurance coordination. We are dedicated to providing exceptional care and support to our customers, and we make every effort to expedite the process as much as possible. 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 hotline staffed by a resolution specialist at (800) 542-7236 or by email at info@hoveround.com so that issues may be addressed in a professional and timely manner. The phone is monitored 9am - 5pm EST, voice mails will be returned same day and after 5pm, the next day.