Hoveround.com Customer Service — an expert operational guide

Contents

1 Hoveround.com Customer Service — an expert operational guide

This document explains how Hoveround’s customer service functions in practice, what information the company and insurers will expect, and how to get faster, more reliable service when you buy or maintain a Hoveround power wheelchair or mobility product. It is written for consumers, caregivers, and professionals who need practical steps and documentation checklists rather than generalities. Where appropriate the guide points you to authoritative resources and the official Hoveround website for the most up-to-date contact details and model-specific warranty language.

Hoveround is a direct-to-consumer and dealer-supported manufacturer/supplier of power mobility products. Customer service touches four core areas: order & delivery coordination, warranty repairs and parts, billing/insurance verification, and technical troubleshooting. Understanding the expected documentation and workflow for each area reduces delays and avoids unnecessary out-of-pocket expense.

How Hoveround customer service is organized

Hoveround operates a centralized support center for order processing and billing plus a field-service network (in-house technicians or contracted service providers) for in-home repairs and evaluations. Common channels are telephone support, an online contact form, and a parts/repair ticket system linked from the Hoveround website. For the latest direct phone number and live-chat hours, always check the company’s contact page at https://www.hoveround.com/contact-us.

When you call, be prepared for the support staff to triage your issue into: (1) immediate troubleshooting (battery/charger/controller resets), (2) service dispatch for parts and technician visits, (3) billing or Medicare-related questions routed to a billing specialist, and (4) escalation to a service manager if the repair or account issue cannot be resolved at first contact. Typical first-response acknowledgement windows for reputable DME (durable medical equipment) suppliers are 24–48 business hours; repairs may take longer depending on part availability and regional technician capacity.

What to prepare before contacting Hoveround

Exact model name and serial number (S/N): printed on the frame or under the seat—this is required to order correct replacement parts.

Purchase date or delivery date and proof of purchase (invoice, order confirmation, Medicare paperwork). These determine warranty eligibility.

Photos or short video (30–60 seconds) of the failure: wheel movement, controller error lights, battery label showing voltage and date code, and any unusual noises.

Physician documentation when relevant: a dated face-to-face exam note and a signed prescription (DME order) if you expect Medicare or private insurance to pay.

Billing details: copy of any Explanation of Benefits (EOB), claim numbers, and the supplier identification used for the original sale.

Location and access notes for a service visit: elevator access, building entry codes, best contact times, and any mobility restrictions for the technician.

Having the items above ready accelerates triage and reduces repeat calls. If you anticipate an insurance claim, include provider NPIs and the supplier’s Medicare supplier number when available—this prevents denials for supplier enrollment or documentation gaps.

Warranties, repairs and parts — what to expect

Hoveround publishes product-specific warranty terms with most new chairs covering major structural components and electronic modules for a defined period and other components for a separate term. Warranty coverage and length vary by model and purchase program, so always confirm using the warranty document included with delivery or the Hoveround product page for your model.

In practice the warranty claim process follows these steps: (1) report the issue and provide model/S/N and proof of purchase; (2) remote troubleshooting by phone to confirm symptoms; (3) if required, a service visit is scheduled or a parts shipment is initiated; (4) repair is completed and recorded. If the product is out of warranty, expect an estimate for labor and parts before work begins. Ask for written estimates and an expected completion date; if parts must be ordered, typical lead times can be days to several weeks depending on availability.

Medicare, insurance and billing guidance

Power mobility devices are commonly covered by Medicare Part B and many private insurers when they are “medically necessary.” Typical documentation requirements include a face-to-face exam by the treating clinician, a detailed Written Order (prescription) that specifies the make and model or a description of mobility needs, and justification that alternatives (walkers, canes) are inadequate. If you need Medicare information, call 1-800-MEDICARE (1-800-633-4227) or visit medicare.gov for program rules and supplier enrollment checks.

Expect the procurement cycle for insurance-covered purchases to include prior authorization or competitive bidding steps for certain areas and models. Suppliers will collect assignment of benefits and bill insurers directly when enrolled. Out-of-pocket pricing for power wheelchairs can vary widely—typical street prices range roughly from $1,200 for basic transport chairs up to $12,000–$15,000 for fully powered, specialty seating systems—so verify coverage and any patient responsibility before delivery.

Escalation, complaints and regulatory resources

If basic customer service cannot resolve an issue, request escalation to a service manager and get a ticket/case number for all communications.

Document dates, names, and actions taken; if a warranty claim is delayed or denied without clear cause, file a formal written complaint with the supplier’s corporate customer relations department (details on hoveround.com).

If you suspect billing improprieties or Medicare fraud, contact Medicare at 1-800-MEDICARE and/or submit a complaint to your state attorney general’s consumer protection division and the Better Business Bureau (bbb.org).

Regulatory and third-party complaint filing is a last resort but often triggers a faster review if the supplier’s escalation chain has been exhausted. Keep copies of all paperwork and correspondence; a concise timeline of events (date/time/action/outcome) is the most effective tool when presenting your case.

Practical performance and troubleshooting tips

Simple diagnostics you can do at home often avoid service visits: check battery-voltage labels and charger LED behavior, confirm connectors are fully seated, and inspect tires and casters for obstructions. Take short videos of error lights or the symptom—technicians use those to pre-order parts and arrive prepared, which shortens repair cycles.

Finally, maintain an owner’s folder: model & S/N, warranty paperwork, purchase invoice, photos of chair condition at delivery, and service records. This folder protects warranty rights, speeds replacements, and is essential if you transfer the product to another caregiver or sell it. For the most current contact and warranty pages, always refer to the official site: https://www.hoveround.com.