Orbit Medical Wheelchair Service

At Orbit Medical we understand how much wheelchair users rely on having a properly functioning wheelchair. Because of this, if your wheelchair is in need of repair or service, we will strive to get it back up and running as soon as possible, no matter what the issue.

All Orbit Medical wheelchair patients who are in need of wheelchair service should call our toll free number at 1-866-424-4500 or contact us by email here. On some occasions, our trained wheelchair service representatives will be able to guide you through a series of steps which will resolve the problem over the phone.

If unable to repair the wheelchair over the phone, the wheelchair service rep will put in a service order request for the patient. Orbit Medical will then work with Medicare or the patient's private insurance company to find out how much of the service they will pay for and how much the patient is responsible for. This process usually takes 48-72 hours. Once the patient agrees to the payment, the wheelchair service request will be sent to the closest office to complete. Orbit Medical will keep the patient informed on how long they can expect before their wheelchair is repaired.

Common Service Symptoms

• No Power - if your chair will not power on, you may want to check the circuit breaker, which is usually located either on the front or the back of the wheelchair base.
• Neutral Mode - if your power chair has all lights flashing simultaneously or your joystick is not flashing, but when you press the lever forward, nothing happens; your chair may be in the neutral position. Check the freewheel levers on the base of your chair for the correct position.
• Lockout Mode - if the lights on your joystick are scrolling from left to right to left, it may be possible that the chair has been put in security lock mode. Check your owner's manual for details on how to unlock your power chair joystick.

Frequently Asked Questions

How long should I charge my power chair?   It is important that all power chair users develop good charging habits. How often you charge your power chair depends on how frequently you use your chair.

• Daily use - you should charge your power chair for a period of 8-14 hours every night. Never operate your chair while the battery indicator is showing red for any extended period of time.
• Less frequent use - you should charge your batteries up to full charge before letting the chair go unused for a lengthy amount of time. Check the battery indicator regularly and charge the chair as soon as the batteries begin to discharge.

What is the warranty policy on my chair?   Orbit Medical follows the specific warranty policy as described in your owner’s manual. Typically, electronic parts are covered under warranty for up to 1 year. Please refer to the manufacturer's warranty policy as described in your owner's manual for more details regarding your warranty policy.

How long should I expect to wait for service?   Normally, service should take about 5-10 business days. Our customer service team strives hard to properly diagnose your chair, verify your benefits, and order the parts from the vendor if necessary. We understand the urgency of your needs and will do our best to service your chair as soon as possible.

Insurance Coverage for Service

Medicare Primary  Orbit Medical wheelchair service is based on Medicare coding and allowables. If your primary insurance type is Medicare and you have part B benefits active, then Medicare will cover 80% of the allowable charge. If you also have secondary insurance, they may cover the leftover charges depending upon whether or not Orbit Medical is in the secondary insurance company’s network. If you do not have secondary insurance, then you will be responsible for the remaining 20% of the cost of wheelchair service.

Medicaid Primary  Medicaid is a federal program that assists the economically disadvantaged and is administered at the state level. Each state has its own guidelines with respect to parts and service coverage. Some states require prior authorization before services are rendered. In most cases, Medicaid coverage is 100%; but, there are instances where the individual has a predetermined out-of-pocket, or spend down amount before Medicaid benefits are activated. We will bill Medicaid initially, then bill the patient after its determined if patient had coverage at time of service.

Non-Covered Items  Routine periodic servicing, such as testing, cleaning, regulating, and checking of the beneficiary’s equipment, is not covered. The owner is expected to perform such routine maintenance rather than a retailer or some other person who charges the beneficiary. Normally, purchasers of DME are given operating manuals which describe the type of servicing an owner may perform to properly maintain the equipment. It is reasonable to expect that beneficiaries will perform this maintenance. Thus, hiring a third party to do such work is for the convenience of the beneficiary and is not covered.