A wheelchair with a flat tire, a scooter that won't hold a charge, a walker with a loose brake: when mobility equipment stops working, everything else gets harder. The quickest way to a good repair is one phone call where you ask the right questions and have the right details in front of you.
This guide covers what to ask a repair business before you hand anything over. It doesn't tell you how to fix equipment yourself. Leave the diagnosis and the work to the business, and use these questions to find out whether it can help and what it will cost you.
Start with whether they work on your equipment
Not every business that sells mobility equipment repairs it, and not every repair shop works on every brand. Ask first, before you book anything.
- Equipment type. Say exactly what you have: manual wheelchair, power wheelchair, scooter, walker or rollator. Repairs on power equipment are a different job from repairs on a manual chair.
- Brand and model. Ask whether they service your make and model, and whether they can get parts for it.
- Who does the work. Do they repair it themselves, or send it to the manufacturer or another company?
- Owned or rented. Tell them up front. It changes who pays, as the next section explains.
Our directory lists what each location is enrolled with Medicare to provide. It can't tell you which brands a business repairs, whether it has parts, or whether it offers repairs at all. That's why the call matters. You can read how the listings are built on our methodology page.
Who pays for the repair?
There are four common answers, and it's worth knowing which one applies before you agree to any work.
You rent the equipment through Medicare. The repair is the supplier's job. Medicare says that if you rent equipment, your supplier must maintain and repair it, keep it in good working order, answer your calls, and service, repair or replace it whenever necessary [1]. Any costs for repairs or replacement parts for rented equipment are the supplier's responsibility, and the supplier will pick up rented equipment that needs repairs, so you don't have to bring it back [1]. Federal supplier standards say the same: a supplier must maintain and replace at no charge, or repair, the Medicare-covered items it rents to you [4]. In this case, call the supplier you rent from, not a separate repair shop.
You own the equipment and use Medicare. The supplier who sold it to you isn't required to repair it [1]. You can use another supplier enrolled in Medicare instead. For walkers, Medicare says you can use any Medicare-approved supplier to repair a walker you own, including replacement parts [2]. Medicare may cover repairs and replacement parts for owned equipment, paying 80% of the Medicare-approved amount, up to the cost of replacing the item, and you pay the other 20% [1]. Medicare only pays when you use a supplier enrolled in Medicare [3].
The equipment is still under warranty. Read the warranty before you pay anyone. Federal law requires most written warranties to be clearly labeled either "full" or "limited" [6]. Under a full warranty, the warrantor must fix a defect within a reasonable time and without charge [7]. A limited warranty can cover less, so the document itself sets the terms. Check what the warranty says about who does the work and how to make a claim, then ask the repair business whether it can do warranty repairs for your brand.
You pay out of pocket. You're a regular customer, so the estimate and the shop's own terms matter most. Get them in writing.
Questions about cost and assignment
If Medicare or other insurance is paying part of the bill, ask:
- "Are you enrolled in Medicare?" Medicare will only pay for DME items you get from suppliers enrolled in Medicare [3].
- "Do you accept assignment for this repair?" If a supplier doesn't participate in Medicare or won't accept assignment, you may be charged more [3]. For repairs on equipment you own, your costs may be higher if the supplier doesn't accept assignment [1].
- "Will you bill Medicare for me?" This is one of the questions Medicare suggests asking any supplier [1].
- "Is it cheaper to repair or replace?" Medicare says equipment you buy may be replaced if it's lost, stolen, damaged beyond repair, or used for more than its reasonable useful lifetime, which is generally 5 years from the date you start using it [1]. Ask the business whether your item might qualify.
If you're paying privately, ask what the diagnostic or inspection charge is, whether it counts toward the repair, and what happens if you decide not to go ahead.
Timelines, loaners and where the work happens
A repair that takes a week can mean a week without a way to get around. Ask about time before you ask about anything else.
- How soon can you look at it? Ask for a first appointment date, not a general answer.
- How long does the repair usually take? Ask what could slow it down, such as waiting on parts from the manufacturer.
- Do you come to me, or does it come to you? Some businesses repair equipment in your home, and some need it in their shop. If it has to go in, ask whether they pick it up and return it, and whether that costs extra. For rented Medicare equipment, the supplier picks it up [1].
- Can I borrow equipment while mine is out? Ask whether they have loaner or backup equipment, what it costs, and how long you can keep it. If they don't, ask whether a short-term rental is possible.
Write down the date they give you, and ask them to call you if it changes.
Parts and estimates: get them in writing
Before any work starts, ask for a written estimate that lists:
- The problem they found, in plain words
- The parts they plan to replace
- Labor charges
- Any pickup, delivery or in-home visit fees
- What Medicare, your warranty or your insurance is expected to cover, and what you'll owe
Then ask a few follow-up questions. Will they call you for approval if the cost goes above the estimate? Are the replacement parts from the original manufacturer or another source? Is there a warranty on the repair itself, and for how long? Who do you call if the same problem comes back?
What to have ready when you call
You'll get a faster, clearer answer if you have these in front of you:
- The equipment type, brand and model. These are usually on a label on the frame.
- The serial number. It's often on the same label. Take a photo of it.
- Purchase or rental details. Where and when you got it, the receipt or rental agreement, and any warranty paperwork.
- How you pay. Your Medicare card, other insurance details, or a note that you're paying yourself.
- A description of the problem. What happens, when it started, and whether it's getting worse. A short video can help the business understand it.
If something goes wrong
Medicare suppliers must answer questions and respond to complaints about the Medicare-covered items they sold or rented to you [4]. If you file a complaint, the supplier must tell you within 5 calendar days that it got your complaint and is investigating, and send you the result in writing within 14 calendar days [5]. If a supplier doesn't respond to your requests for repairs on rented equipment, Medicare says to call 1-800-MEDICARE (1-800-633-4227); TTY users can call 1-877-486-2048 [1].
Keep a simple record: who you spoke to, the date, what they said, and copies of every estimate and invoice.
Where to go next
Use our supplier search to find locations near you, or browse suppliers by state. Then call with the questions above, starting with whether they repair your equipment and brand. If you're still deciding whether to rent, read what to ask before renting a wheelchair, since repair terms are one of the biggest differences between renting and owning.