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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.

We make a commitment to the clients that purchase equipment from us that we will respond as fast as possible to any service requests. We prioritize service calls we receive for clients who have purchased from us. We receive many service calls from clients who did not purchase equipment through us, here are some guidelines to help you with accessing service and understanding the process further:

  1. Always first check with the company you purchased the equipment from, as your equipment may still be under warranty. They may be able to provide the service at warranty pricing.
  2. If the equipment is not from a manufacturer we represent, we are not certified to work on the equipment, so in no circumstances can we provide support.
  3. 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 replacement parts may not match what you had on the chair, but would be the correct part for the equipment you are requesting. 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.

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

Service Request Form

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.

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