Our goal at HME is to keep the equipment you have purchased running with as little “down time” as possible. Just like a car, medical equipment requires ongoing tune ups to keep running smoothly, and to extend the useful life of the product. To learn more about how you can schedule a tune up on your equipment please call us at the closest office location to you. We have a full team of trained and certified technicians that can support your needs on the full line of products that we sell.

Unless otherwise stated, our warranties and coverage for items are:

  • HME provides a best fit guarantee for 90 days (i.e. seat-to-floor height changes or backrest adjustments, but does not include product substitutions); any sizing adjustments performed after 90 days from delivery date will be subject to standard service fees.
  • HME honours warranty on parts and components per manufacturer's warranty periods.
  • Labour is covered for six months, and will be billed at our regular hourly rate after 6 months.
  • Repairing equipment for normal wear and tear is not covered under warranty (i.e.: worn tires, flat tires, or loose brakes or bolts). Damages caused by misuse, abuse, accidents, or negligence are not covered under warranty.
  • Flat tires are not warranty items and may be subject to a service call.
  • Batteries are covered under warranty for 30 days.
  • Warranty is non-transferable.
  • A 3 month warranty period is provided on rental buyouts and the purchase of demo equipment.
  • Repairs, modifications, alterations or other services not related to a manufacturers defect will be charged.

Thank you for visiting our website for service. Here are some guidelines to help you with accessing service and understanding the process further. As a standard policy we do not service products that are not purchased from HME unless multiple guidelines are met. Here are guidelines for servicing your equipment:

** Due to the high volume of calls we are experiencing, we are currently only servicing equipment purchased from HME. We apologize for the inconvenience and will announce on our website once we are available to accept further service work. Please refer to the guidelines below to assist with seeking appropriate service support.

  1. Warranties: First check with the company you purchased the equipment from if the product is still under warranty. There is no point paying us to service the product if it is still under warranty. Most equipment dealers place stickers on the equipment that states the dealer’s name and phone number. If you see a sticker on the equipment please call that number.
  2. Training and Certification: If the equipment is not from a manufacturer we represent, we have not been trained and certified to work on the equipment. We are not in the position to provide service for equipment we are not trained to work on.
  3. Service History: The service history of the equipment is critical information we require to properly service equipment. To replace a part, we require a serial # of the equipment to ensure we are replacing with the correct part as per manufacturer. Some equipment is heavily modified over the years so manufacturer recommended replacement parts may not match what is on the equipment now. An example is replacing wheels on a wheelchair: many times we see older wheelchairs that have had wheels replaced with spare parts. We can replace the wheel with the original manufacturers specification, but can not guarantee that it matches what was on the chair when the service was requested.
  4. Modifications: When we receive requests to modify a piece of equipment that we did not sell we will recommend you first reach out to your therapist to ensure the changes you are requesting are safe to make, and/or seek guidance from the original dealer who sold you the equipment. Medical equipment can be quite complex and is customized to individual needs, so make sure to speak to a qualified equipment specialist/therapists prior to making modifications to your equipment.
Please note: due to the extremely high levels of service requests we receive it may take up to 48 hours to respond to any service request.

If you are a CMEDS client please visit the CMEDS page for how program and repair service functions.

Helpful videos

Over 55% of service requests relate to use education of the product, and not a malfunction. It is very important to know all of the safety features and preventative maintenance requirements on a product. To help outline all of these possibilities, we created a number of short videos demonstrating equipment concerns we often get calls about. By simply watching these videos you can possibly resolve your concerns in a matter of minutes instead of waiting 24-48 hours for an in-person visit. Please see videos below.

The ceiling lift motor (V3 and Maxi Sky) isn't working

The motor will not operate when the charger cable is plugged in. Unplug the charger. The motor will also not function if the red "emergency stop" button is pressed in. Simply twist the button clockwise and it will release and pop back out.

The electric adjustable bed doesn't go up and down

Check if the electricity cable with a plug, the black wire plugged into the wall. If the plugged bed isn't working check if the pendant's cable is connected to the bed. Lastly check if the drive shaft underneath the bed is knocked out, adjust it if it isn't in the correct position.

Battery Care

Batteries are a critical component to the safe and enjoyable use of your powerchair or lift system. Proper care of the batteries will provide longer and more sustainable usage of your equipment. Here are some of the most important tips to keeping your batteries in good shape:

  • Charge your batteries daily and for as long as possible – do not wait until the battery is dead to charge. A great idea is to charge your batteries every night while you are not using the equipment. Minimum charge time is 8 hours.
  • Make sure to use the charger that came with your equipment. Using the wrong charger might not charge your batteries properly.
  • Always store you batteries FULLY CHARGED
  • Check all stored batteries once a month and recharge as necessary

For more tips see link here: https://www.mkbattery.com/application/files/5915/7799/0003/MK_HME_BCG_v8r3.pdf

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