Hoveround Customer Service — Expert Guide for Owners and Caregivers

Overview of Hoveround Customer Support

Hoveround is a direct-to-consumer mobility manufacturer, and its customer service operations are oriented around in-home service, replacement parts, and warranty administration. As an industry professional with experience in mobility devices, I treat Hoveround customer service as a supplier-managed model: the company controls sales, service scheduling, and many repair parts rather than relying solely on third‑party dealers. That approach generally simplifies single-vendor accountability but demands precise documentation when dealing with warranty or insurance claims.

Typical interactions with Hoveround customer service fall into three categories: routine maintenance and troubleshooting, warranty repairs and parts replacement, and insurance/Medicare documentation and reimbursement support. Knowing which category your issue fits into before you call reduces hold time and speeds resolution — for example, keep your serial number and purchase date ready for warranty requests, and your physician’s mobility assessment for Medicare claims.

How to Contact Hoveround and What to Prepare

The primary authoritative source of contact information is Hoveround’s official website (https://www.hoveround.com). Use the “Contact Us” or “Support” pages there to find the current phone number, live chat availability, and online service request forms; these are updated more frequently than third‑party directories. When you call, expect to provide identifying details: product model or serial number, purchase date, and a concise description of the problem (symptoms, error lights, or when it occurred).

Before contacting customer service, prepare electronic or printed copies of: proof of purchase (invoice or order confirmation), warranty registration (if completed), photos or short video of the issue, battery and charger labels (showing voltages and amp-hour ratings), and any physician documentation if you are pursuing Medicare/insurance coverage. Having this documentation available reduces the need for repeat calls and shortens diagnostic time during the initial contact.

Warranty, Repairs, and Typical Turnaround Times

Hoveround’s warranty terms vary by product and model year; warranty coverage often differentiates between frame, electronics, motors, and batteries. In practice, manufacturers in this sector commonly provide between 12 and 24 months of coverage on electronic components and limited longer-term coverage on structural components. Always read your product’s written warranty to confirm exact durations and excluded items (consumables such as tires and batteries are frequently prorated or excluded after a short initial period).

For warranty repairs, expect a multi-step process: (1) initial phone or online triage by a support representative, (2) scheduling of an in-home service visit or return authorization if a component must be sent to a service center, and (3) parts procurement and final repair. Typical in-home service windows range from 3 to 14 business days depending on location and part availability; complex repairs that require special parts can take 2–6 weeks. If a service call is not covered under warranty, standard industry service call fees are commonly between $75 and $200 plus parts — verify cost estimates in writing before authorizing work.

Insurance, Medicare, and Reimbursement Practicalities

Medicare Part B covers certain power mobility devices (PMDs) when strict criteria are met: a face-to-face clinical evaluation, a written order from a treating physician, documentation that a PMD is medically necessary for use in the home, and proper medical records that support the claim. Suppliers must follow Medicare’s local coverage determinations (LCDs) and documentation rules; as a customer, you should request a Supplier Standard Written Order (SWO) and a detailed invoice to submit with your claim.

For private insurance, the insurer will usually require similar documentation: physician justification (often a letter of medical necessity), vendor quotes, and model/serial identifiers. If Hoveround is the contracted supplier, they typically provide the necessary paperwork for claims processing, but turnaround times for approvals can be 2–8 weeks. If your claim is denied, request the denial code and appeals process in writing and keep detailed timelines to support appeals.

Troubleshooting and Basic Maintenance Checklist

• Quick diagnostics: check charger LED (green/solid = charged; red/flashing = charging/fault). Confirm charger output with a multimeter if available (typical values 24V, 2–5A for many models).
• Battery health: lead‑acid or sealed AGM batteries typically last 12–36 months depending on usage; replacement cost commonly ranges from $150–$450 per battery (two-battery systems double that). Keep batteries on a maintenance charger if vehicle is unused for more than 2 weeks.
• Mobility/drive issues: verify freewheel lever position and inspect wheel treads; listen for unusual motor noises during low-speed tests. Most intermittent faults are caused by battery voltage sag or corroded battery connections—remove, clean, and tighten terminals before escalating.
• Documentation to have on hand for any service call: model name, serial number (usually on a metal plate under the seat or on the base), date of purchase, warranty papers, and photos/videos of the issue.

Perform basic maintenance every 3 months: clean battery terminals, check tire inflation or wear, lubricate pivot points per the owner manual, and run the scooter through a full charge/discharge cycle to condition batteries. Record these actions in a maintenance log — it’s useful evidence if you later need warranty or insurance support.

Escalation, Dispute Resolution, and Best Practices

If initial customer service interactions do not resolve the issue, escalate politely: ask for a supervisor, document the date/time of the call, representative name, and the promised follow-up timeline. If you suspect a warranty denial is in error, request a written explanation and the clause in the warranty that supports the denial. For unresolved disputes, you can file a complaint with your state’s consumer protection office, the Better Business Bureau (BBB), or — for Medicare-related disputes — through the Medicare Quality Contact Center via Medicare.gov.

Finally, preserve all records: invoices, emails, photos, and repair receipts. Accurate records shorten appeals, speed up replacements, and reduce out-of-pocket expense. If you are purchasing a pre-owned Hoveround, insist on a current service history and test-drive to verify battery range and controller responsiveness; if in doubt, consider a professional inspection before finalizing the sale.

Why is my Hoveround wheelchair flashing lights?

Nine flashing lights on the Hoveround MPV5 typically indicate a controller fault or battery issue. First, check battery voltage and connections for corrosion or looseness. Inspect the controller for error codes or damage. Reset the system by turning off the chair, disconnecting batteries briefly, then reconnecting.

How do I unlock my Hoveround?

To unlock: Move the joystick forward until the controller beeps. Then move the joystick in reverse until the controller beeps. Release the joystick. There will be a long beep that indicates the controller is unlocked.

What is the warranty on Hoveround?

Hoveround® Corporation warrants all remaining components (excluding all upholstery, tires, tubes, foot mats, body plastic and batteries) to be free from defects in materials and workmanship for a period of one (1) year from the date of purchase.

Who is entitled to a free mobility scooter?

For some states, anyone who is receiving supplemental security income is automatically eligible. In addition, Medicaid will pay for a motorized scooter or wheelchair if the patient has a medical need for the specific type of wheelchair requested. Also, there must be a doctor’s prescription.

How to get a free scooter from Medicare?

Medicare Part B (Medical Insurance) covers power-operated vehicles (scooters) and wheelchairs as durable medical equipment (DME) if: The doctor treating your condition submits a written order stating that you have a medical need for a wheelchair or scooter for use in your home.

Is Hoveround covered by Medicare?

However, 9 out of 10 customers receive their Hoveround Power Wheelchair for little or no cost out of pocket. If you meet their criteria, Medicare will pay 80% of the cost of your power chair, and if you have met your deductibles, your supplemental insurance may cover the remaining 20% of the cost.