Vive Health
reviews and complaints

I've ordered an electric wheelchair from Vive Health before, no issues. However, I recently purchased a heated/massaging/vibrating knee/brace support for a family member. This product did not satisfy our needs after only two (2) uses, and I wrote customer service to inquire how to return. The response was that this "brace" was not returnable due to the risk of coming in contact with "bodily fluids". I told them that this is NOT clearly identified anywhere on their website, with exception of being "hidden" under their return policy. There was no follow-up response, so I guess I have to live with that. First of all, "bodily fluids" from a knee brace? They cite the risk of exposure to their employees...of course, I wouldn't want to risk the health of anyone, but this policy is ridiculous. You could apply this to ANYTHING that is sold...how does one prove that coming in contact with "bodily fluids" is not possible? They have lost what could've been a long term and returning customer.

We received the mattress pad very quickly. Unfortunately, our mother passed away that day. I emailed to ask about returning the product, and got a quick response from Frenciz that her supervisor would be emailing a return label within 24-48 hours. I got the return label from Veronica within 24 hours. Also, I already received a refund on the product on my credit card! I would call this service above and beyond. Thank you.

Horrible experience during the pandemic when things should have been easier and people should have been nicer. They took a bad situation and made it an unbearable one causing me to have to be without any medications since December. Shame on you all, but I thank God my cardiologist provided some samples for a while. I thought I had a company I could speak to without being spoken to like a feeble minded idiot. Big mistake!

I just made my first purchase of a mobility scooter. When it arrived the box and styrofoam incasing were damaged. This led to the lights switch to being broken. I contacted customer service and sent pictures of the packaging before removing the scooter as well as the broken piece. They have been so great through the whole process and are sending a replacement console for the scooter. I could not have asked for better service.

I ordered a raised toilet seat to help my husband's recovery from hip surgery. The item was excellent quality but unfortunately did not fit our existing toilet. I emailed to ask for return instructions and received a reply within 8 hours! Mary was the very professional customer service representative who replied. I am very impressed by Mary's clear communication and excellent customer service skills and I would not hesitate to order again.

Johnny, the customer representative that assisted me went above and beyond to assist me. My mother died then 2 weeks later my sister died. The return period had expired by the time I was able to get the needed information to the company. Johnny went to his manager, explained my situation and was able to get approval for me to return item and receive a refund. I am grateful for his empathy and willingness to do more than just his required dutes

I ordered a Vive tennis elbow support from Amazon. It appeared to be defective so I contacted Vive Health on their website (by chat). Alice responded to my chat and immediately sent me a replacement. I just got it today and am very happy with the customer service. After being on the phone yesterday for almost an hour dealing with a different problem, it is refreshing to deal with a company that has reps available to readily rectify any problems.

I was very please with the way this mistake was handled. I had ordered a compact toilet rail and when the order came it was completely different. Veronica asked that I donate the item rather than sending it back. It was donated to someone that needed this. I just received the item that I had actually order this morning. [protected]) I would highly recommend this company Vive Health and the customer service lady Veronica for the way it was handled.

Mary got right back to me about my issue and resolved it in a timely manner. I can't wait to get my new reacher.Thank you so much! Alice indicated that she works with Mary on the Vive Health Customer Service Team and sent me this link. The prior link said that it unfortunately no longer worked. I'm really pleased that I got the hip kit at a reasonable price and before my hip replacement surgery, so that it was waiting for me when I arrived home after discharge. It has been invaluable to my recuperation.

Just had what I think is the best customer service experience I've ever had. Ordered two toilet seat risers to make visiting more comfortable for my 89-year-old mother. I thought I had ordered the elongated size, but when I called, my order number noted the standard size had been ordered. I didn't realize the mistake until after I opened the product. Mary at Vive Health couldn't have been more helpful, Not only did she say they would send replacement items, but I also did not need to return the ones I received. Thank you, Mary!

Customer service is very disappointing. Our scooter arrived with the battery handle broken. Vive at first offered us a discount on the broken battery, which we declined. Then they told us the only replacement they had in stock was a functional but scratched-up one, which we also declined. Then they told us they will not have a replacement battery in stock for another month. Twice I have asked to speak with a supervisor. They tell me the supervisor is busy and will call me back. They don't call me back. Really sorry we ordered from this company.

I sent an email on the Saturday of Labor Day weekend relating a problem I was having with my recently purchased 4 wheel scooter. Much to my surprise, I received a personal email response that afternoon. WOW. As I was told in the email, I received an email on Tuesday from Johnny Osorio from Vive Health Customer Service that gave me instructions, including a YouTube, what I needed to do. What a great bunch of professionals. After determining I needed a repair part and emailed Johnny, he very quickly responded the needed part would be on it's way. Thank You Johnny.

I contacted Mary as the Customer Service representative for Vive Health products on 7/22 regarding a problem with my Vive air mattress. Mary promptly responded and explained how to confirm my problem by email. I then submitted photos demonstrating my problem for the Vive technical staff to see. The next morning Mary emailed me to report that my claim would be honored under the Vive warranty. I am expecting prompt shipment of a replacement mattress. I wish to commend Vive for standing fully behind its warranty and both Vive and Mary for their superb service. ***., NYC

I placed an order a few weeks ago for some products that would help my elderly mom around her house. The ordering was easy, the communication with shipping was excellent and I got my order within a few days. I had to return a couple items so I reached to Vive and immediately got a response from customer service rep Mary. She was excellent. She told me I didn't have to return the products, I could donate them and I would get a full credit back onto my credit card. Very pleased with the quickness and follow through from customer service. Will order again from this company in the future..

I have been searching for a 3 wheel rollator and found several companies but yours was the only one that offered a phone number. At my age I'm not terribly adept at ordering from the computer. I was helped by Mary who did a wonderful job of walking me through the buying process and was very patient and friendly. You have certainly trained your employees well and they know their products well. The process couldn't have been easier and, with Mary's help, I'm looking forward to receiving my rollator in just a few days. I might also add that your offering free delivery was an added bonus for shopping with you again. I will let my friends know about you.

I would like to commend Vive Health for their excellent customer service, and especially representative Johnny. I ordered the Vive Health toilet seat riser with handles, and received it in a few days. It is very stable and very well made. However, after my wife tried sitting on it we found that since she is very short it was too high off the floor for her, so I contacted Vive Health by email for instructions on how to return the item. Johnny promptly replied and said my payment would be refunded and that I didn't have to return the item but could donate it. I intend to do that, and I appreciate that generous return policy. If I ever need any products they offer, I will certainly order from them again!

I purchased a body fat scale with a lot of different features, it broke within a month. Asked for a replacement since it's still under warranty or guarantee whatever... they said the same color wasn't available I said okay different color is fine. They said your new scale will arrive in 3-5 business days... I waited 8. I emailed them once again and asked what the deal was or if there was tracking information on my parcel... anyway, they said the original is no longer available and I have to get a new scale entirely which I was reminded replacements are apparently not under their "guarantee" if I ever receive an replacement and it is also faulty... I am just at a complete loss with my purchase! I've been asked to do a customer service survey or review 3 times through email even after I said I didn't want to complete one until I'm completely satisfied and they just sent me the exact same email about leaving the customer service review! Very frustrated!