Frequently Asked Questions 2017-01-26T22:46:20+00:00

We know you have questions about our services and products. You can find answers to most commonly asked questions here. Search them on this page or ask your own here →.

Will my insurance company cover the equipment rental? 2017-01-31T15:26:13+00:00

Every insurance plan is different, so it’s important to get information from your carrier to find out if the equipment you’re needing will be covered.  We are an out of network provider with insurance carriers and WE DO NOT FILE CLAIMS WITH INSURANCE COMPANIES.

If your insurance carrier provides out of network benefits you can request reimbursement by submitting the following 3 documents…

  1. A final statement complete with billing codes – we provide this at your rental end, or on the date of your purchase.
  2. Letter of medical necessity, signed by your doctor – we email and send you a blank letter. You should have someone at your doctor’s office sign this for you.
  3. Prescription for your equipment – Your doctor can provide this for you.

For more information please see our article on insurance reimbursement, or give us a call at 214-227-2222.

Is a prescription required to rent equipment? 2017-01-31T15:18:38+00:00

Priscription is required only for two items we rent, Oxygen Concentrators and CPAP machines. The rest you can rent without a prescription.

Can I extend my rental or pass my rental end date? 2017-01-31T15:16:19+00:00

Yes! Extending your rental is seamless. You can either call us to extend your rental or just keep it and we will bill you for the next period. If the item is not returned, we bill you based on previous rental. To get the best pricing, you need to call us before your rental period is over.

 

Is there a minimum rental time? 2017-01-31T15:10:51+00:00

Our minimum rental period for any equipment is one week (7 days). Discounts are applied when you rent any equipment for a month (4 weeks).

How do I know which knee walker is best for me? 2017-01-31T15:06:49+00:00

You can call us or stop by our store and our expert mobility team can help you make the best decision possible. Please call us at 214-227-2222.

Can I use your program if I am not a USA citizen? 2016-12-08T17:28:41+00:00

GetFinancing program works only for U.S. citizens, permanent residents, and temporary (working) residents in the USA.

How do I find the Phone Number of the lender who provided my financing through GetFinancing? 2016-12-08T17:27:32+00:00

You will find the lender’s customer service phone number on the monthly statement provided to you by the lender.
Alternatively you can call GetFinancing‘s Customer Service at 1-866-298-3757 and we will provide with that information.

How is GetFinancing making payment to the merchant for my purchase? 2016-12-08T17:26:35+00:00

If your financing was approved by one of our participating lenders (except for our peer to peer lenders), the lender will settle directly with the merchant and you will receive the item(s) you purchased according to the shipping arrangements you selected with the merchant. If you were approved by one of our peer to peer lenders, the funds will be credited to your bank account and you will need to make payment arrangements with the merchant directly.

I made a purchase and used the credit/loan from one of GetFinancing’s participating lenders. Now I want to cancel/return item. What should I do? 2016-12-08T17:25:41+00:00

GetFinancing’s return/dispute policy is either 30 days from the day of purchase or based on the merchant’s return policy whichever comes first. To check the merchant’s return policy, kindly check the merchant’s web site or contact the merchant directly for assistance. In the event that you are not able to arrive to a resolution with the merchant, you should contact the credit issuer and ask for procedures on how to start a dispute or charge back.

Where do I find the Privacy Policy for GetFinancing? 2017-01-25T15:53:47+00:00

You can view it at Privacy policy.

How do I get in touch with my lender or bank? 2016-12-08T17:23:55+00:00

You may call them at the Toll Free number provided to you in your email correspondence from the issuing lender, or you can call our customer service line at 1-866-298-3757 and we will be happy to provide the information to you.

What are the GetFinancing terms that I am required to agree to? 2017-01-25T15:53:47+00:00

When seeking a loan or credit to make your purchase through GetFinancing, you must provide certain pieces of information and then expressly “agree” to the Terms and Conditions provided at the time of your application. This grants us the right to seek credit on your behalf. You can review these terms and conditions

Who are the lenders? 2016-12-08T17:21:58+00:00

In order to service the full credit spectrum and to offer loans of varying amounts to most consumers GetFinancing work with numerous and diverse lending sources. GetFinancing participating lenders range from peer to peer lenders, private lenders/banks to large financial institutions. If you qualify they may offer you an instant financing to enable you to pay for your purchase. Should you chose to accept the offered financing you will have an obligation to that particular bank or lender for repayment. You will find out the name of the lender for which you have been pre-qualified when you are presented with an offer. You will then be required to agree to their Terms and Conditions as well as the Truth in Lending terms in order for the application to be processed.

Why do you ask questions such as if I rent or own a home? Annual Salary? Employment Status? Last 4 digits of SSN? 2016-12-08T17:21:03+00:00

Obtaining this information allows the lender to quickly make a decision within their underwriting policies and determine what amount they are able to offer you to complete your purchase.

How can I reapply? 2016-12-08T17:20:15+00:00

In order to reapply, you will need to go back to the merchant’s web store and try your transaction once again. Be sure to enter all information correctly and use your full legal name.

What was the reason, (piece of information) on my credit report which caused me to be declined? 2016-12-08T17:19:28+00:00

Unfortunately due to the Privacy Laws we are not able to access this information. You can contact one of the Credit Bureaus listed on the FCRA decline letter/email you would have received stating that an offer of credit was not available to you at this time due to some issue with your current credit status or information that was not able to be confirmed. You can also contact the lender/bank directly.

Why was my loan/credit offer not approved? 2016-12-08T17:17:21+00:00

Although a high percentage of requests are approved, GetFinancing cannot guarantee approvals of all requests. Each of our lenders has their own underwriting criteria and we may not have one available to service your needs at this time. There is also a chance that information was entered incorrectly.

Why was my identity not verified properly? 2016-12-08T17:15:34+00:00

GetFinancing verifies the data provided against some third party providers and some in house anti-fraud technology. For best results we recommend you to use the same billing and shipping address and avoid using PO Box addresses.

Why does GetFinancing ask for the last 4 digits of my Social Security Number? 2016-12-08T17:14:14+00:00

GetFinancing’s patented state-of-the-art technology allows us to identify, verify, and refer applicants to the appropriate participating financing source. In the most cases, the only information you need to provide are name, address, and the last four digits of your social security number, that’s it! Some of our lenders may require us to gather some additional information such as annual income, employment status and time at residence. In some cases you may be required to provide information contained in you state issued Driver’s License.

Who is GetFinancing™? 2016-12-08T17:13:16+00:00

GetFinancing is a real time Purchase Finance Gateway that allows consumers to obtain instant financing from numerous lending sources under the best possible terms, when making a purchase online at a participating merchant’s website.

How do I schedule a repair visit? 2018-04-15T21:06:11+00:00

Just fill out the Request for In-Home Service from and one of technicians will contact you within hours to schedule the service. You can also request it over the phone by calling 214-227-222.

What information do need in order to determine if you can repair my product? 2016-02-01T02:00:58+00:00

We need the make, model and serial number of the product that needs repair.

What if I only need a part? 2018-04-15T21:07:40+00:00

If you would like to order a part, please visit our Parts request page and fill out the Part Request form. We will find your part(s) and contact you with a quote.

What type products do you repair and service? 2016-02-01T01:56:01+00:00

We repair power wheelchairs, scooters, lift chairs, vehicle lifts, patient lifts, and beds.

What brands do you repair and service? 2016-02-01T01:55:07+00:00

We service and repair almost all existing brands in the market.

On average how long will it take before a technician will be able to come to my home for the repair? 2016-02-01T01:53:19+00:00

We usually respond to service calls in one business day.

What areas do you service? 2016-02-01T01:51:18+00:00

We provide repair services throughout Dallas Fort Worth metro area. Please call us at 214-227-2222 for more information.

Do I have to pay up front for the repair visits? 2016-02-01T01:48:43+00:00

Yes, you need to pay for the service call before we can schedule it. We charge your card the Fixed Fee structure of $89.00 per repair visit plus additional mileage beyond 30 miles (if any) and applicable sales tax. Any necessary parts needed to complete the repair will be determined after the visit.

Do you accept insurance for repair services? 2016-01-09T05:02:52+00:00

No. We do not accept Medicare or any other insurance for repair services at this time.

How long does a repair take? 2017-01-25T15:53:47+00:00

Repair times vary and depend on many factors such as the nature of problem, parts availability, and your personal schedule.

Can I pay for a repair or parts with cash or credit card? 2016-01-09T05:01:38+00:00

Yes, Hieline accepts credit card or cash payments for repairs not covered by Medicare or other insurance.

How long are power wheelchair/scooter batteries supposed to last? 2016-01-09T05:01:02+00:00

Batteries will generally last a minimum of 1 year and up to 3 years depending on how often the equipment is used and if the batteries were charged on regular basis.

How do I maintain the life of my power wheelchair or scooter? 2016-01-09T05:00:11+00:00

Charging Tips
If you use the equipment daily, charge the batteries in accordance with your user’s manual.

The chair’s power cord (or off-board charger) must be plugged directly into the wall. (Do not plug the cord into another extension cord or into a surge protector, as this can reduce the batteries’ ability to keep a charge).

The power cord must be completely removed from the wall before use. If using an off-board charger, make sure the power cord is also disconnected from the power chair or scooter.

Be careful not to tug on, pull on, or drive over the power cord. Doing so can cause damage to the internal wiring.

Batteries must be consistently used and charged. Batteries that sit for an extended amount of time (three weeks or more) without being used will lose their charge.

Do not keep the power chair or off-board charger plugged into the wall for more than 24 hours. Doing so will reduce the batteries ability to retain the charge.

If you are planning on using your power chair or scooter throughout the day, it is recommended the batteries be charged for 4-6 hours the day before.

Maintenance Tips

Do not leave your power chair or scooter outside in the sun, rain, or heat for an extended amount of time. This can cause rust, moisture build up, and wear, which can damage the power chair or scooter over time.

Do not drive your power chair or scooter over gravel, rough terrain, uneven pavement, water, grass, or mud. Doing so can cause damage to the electrical system.

Please refer to your owner’s manual for additional maintenance tips.

How do I determine the size of the equipment I need? 2016-01-09T04:59:22+00:00

The size of the equipment is determined by the weight and height of an individual. We offer different equipment sizes to suit the needs of all individuals.

Do you offer equipment for heavier than average person? 2016-01-09T04:58:48+00:00

Yes. Hieline offers equipment to suit the needs of heavier individuals. Talk to one of our representative for more information.

What if my equipment breaks down? 2016-01-09T04:58:00+00:00

Our customer support is available during regular working hours. They can usually troubleshoot most issues over the phone. Outside of working hours, customer support is on standby and can be reached by voice mail. They will return your call and will assist you with your situation.

How and when do I pay for my rentals? 2016-01-09T04:57:13+00:00

Hieline accepts all major credit cards. All rentals are paid for at the time of reservation. For corporate accounts, other methods of payment can be arranged. Please contact us for more information.

What are your rental rates? 2016-01-09T04:56:37+00:00

Rental rates are dependent on the type and size of equipment and rental duration. If not the lowest, our rates are very competitive in the market. Rental fees are listed on equipment page.

Where do I pick up and drop off the equipment? 2016-01-09T04:55:39+00:00

One way delivery is included with orders over $100 within 30 miles. If you need to pick up or return an equipment, our store is located at:

630 N. Central Expy
Suite 645
Plano, TX 75074
214-227-2222

Do I need to recharge the battery? If so, how often and how do I do that? 2016-01-09T04:54:56+00:00

If you equipment is powered by a rechargeable battery, it requires charging at least once each day. Plug the power cord into a standard outlet and let it charge overnight.

Can I purchase the equipment? 2016-01-09T04:53:51+00:00

Yes. We sell both new and used equipment and we guarantee the lowest price. Call us at 214-227-2222 for a quote or visit the our online store.

Do your knee walkers turn / steer? 2016-01-09T04:52:56+00:00

Yes. All of our knee walkers turn / steer. We used to carry non-steerable knee walkers but there was no demand for it so we stopped it.

Do your knee walkers fold up? 2016-01-09T04:51:53+00:00

es, all of our knee walker fold up and fit into any car.

Do your knee walkers work on carpet? 2016-01-09T04:51:15+00:00

Yes, all three of our knee walkers work on carpet.

Is there a security deposit? 2016-01-09T04:50:24+00:00

No. We do not require security deposit simply because we trust you.

Is there a minimum rental time? 2016-01-09T04:49:41+00:00

In most cases the minimum rental period is one week. With a minimum order of $100,  we cover the cost of one way shipping/delivery, handling and other costs associated with your equipment rental. In some cases it makes sense to rent for a longer period and get free shipping/delivery rather than rent for less time and pay for the costs  shipment and delivery.

Can I extend my rental or pass my rental end date? 2017-01-25T15:53:47+00:00

Yes! Extending your equipment rental is very easy. In fact, you don’t need to do anything to extend the rental period. We will charge you automatically on a weekly basis when you go past your rental end date and we make sure that you are billed the lowest possible price that you are entitled to.

Is a prescription required to rent equipment? 2016-01-09T04:48:27+00:00

We only require prescription for for the rental of two equipment; Oxygen Concentrators and CPAP machines. Other equipment don’t require prescriptions. You need a prescription if you want to submit a claim to your insurance company for reimbursement.

Will my insurance company cover the cost of rental? 2016-01-09T04:47:45+00:00

We are an out of network provider with insurance carriers. Every insurance plan is different, so it’s important to get information from your carrier to find out if your equipment will be covered.

If your insurance carrier provides out of network benefits you can request reimbursement by submitting the following 3 documents…

  1. A final statement complete with billing codes – we provide this at your rental end, or on the date of your purchase.
  2. Letter of medical necessity, signed by your doctor – we email and send you a blank letter upon request. You should have someone at your doctor’s office sign this for you.
  3. Prescription for a knee walker – Your doctor can provide this for you.

For more information please see our in depth article on insurance reimbursement, or give us a call at 1(800) 893-1264.

How long will it take for my knee walker to arrive? 2016-01-09T04:45:51+00:00

If your order is placed before 3:00pm Central time on Monday – Friday, your knee walker will be shipped out on the same day. Many orders arrive within 2-3 business days.

How long will it take for my Portable Oxygen Concentrator to arrive? 2016-01-09T04:44:42+00:00

If your are located within Dallas Fort Worth area, your oxygen equipment will be delivered by our staff on the day you indicate. If you are outside Dallas Fort Worth area, it will be delivered in 1-3 business days depending on your location.

How do I send my equipment back? 2016-01-09T04:42:50+00:00

A- If the equipment was shipped to you, please follow these instructions:

Place your equipment in the box you received it in.Please make sure to return everything that came with your package including manuals. You’ll be responsible for lost and missing items.
Request a return shipping label by sending an email to care@hieline.com
Attach the shipping label on the outside of the box.
Drop it off at your closest FedEx location, or call us to request a pickup at your home or office. We pass along the $17 fee that FedEx charges us for their pickup service. Please note that you are responsible for the cost of return shipping. You can send the equipment back with our FedEx label or with any shipping carrier you desire. If you ship without the label we include, you must notify us and provide tracking number by sending an email to care@hieline.com.When you use our FedEx label, the significant savings we receive from FedEx will be passed on to you. Once the unit is received, we will charge the cost of return shipping to the credit card we have on file.

B- If you picked up the equipment from our store, unless other arrangement has been made, you need to return it to the same location. The address is listed on Contact Us page.

C- If your equipment was delivered to a local hotel or venue, we will pick it up.

Does my rental period include shipping time? 2016-01-09T04:41:48+00:00

If the equipment is shipped to you, the shipping time is not part of your rental period. Your rental period starts the day your equipment is received and ends the day that it’s in FedEx’s possession. To ensure accuracy, we check tracking numbers and make sure you are never charged for time that your knee scooter is in transit.

Do you cover return shipping? 2016-01-08T23:35:08+00:00

No, you will be responsible for the cost of return shipping back to our nearest facility. For your convenience, we provide return label, and if used, the deep discounts we receive from FedEx will be passed on to you at the end of your rental.

Can I upgrade shipping to receive my equipment faster? 2016-01-08T23:34:22+00:00

Yes. You can either upgrade before checking out on our secure website, or by calling us to place an order. Since extra charges apply for faster shipping services, we pass this cost along to you.

Do you ship outside of the continental United States? 2016-01-08T23:33:41+00:00

Yes, we can have your equipment delivered anywhere in the world, but we don’t cover shipping and customs costs, which tend to be expensive. If interested in an international shipment, please call at 1(855) 443-5463 for details.

Can I order on the phone? 2016-01-08T23:32:33+00:00

Yes, you can. Just call us toll free at 1-855-HIE-LINE (1-855-443-5463) and we’ll be glad to take your order. We are available Monday through Friday, 10:00 am to 6:00 pm CST and Saturday  11:00 am to 4:00 pm CST.  If calling after hours for any reasons, just leave a message and we’ll call you back shortly.

What if the equipment doesn’t work for me? 2016-01-08T23:30:46+00:00

We want you to be satisfied. That is why we offer a Satisfaction Guarantee. If the unit doesn’t meet your needs, you may return it for a refund provided you send it back within 3 days in the same condition you received it. You will be responsible for the actual round trip shipping charges.

How is my power wheelchair/scooter repair paid for? 2016-01-08T23:31:48+00:00

We do not accept Medicare or private insurance. You are responsible for the cost of repairs. We require a credit card at the time of booking.

Why is charging voltage so critical to both gel and sealed lead acid batteries? 2016-01-08T23:28:44+00:00

Charge voltage is critical on these types of batteries because they both are recombinant batteries. This means that the oxygen that is normally produced on the positive plate in all lead acid batteries recombines with the hydrogen given off by the negative plate. The “recombination” of hydrogen and oxygen produces water, which replaces the moisture in the battery. Therefore the battery is maintenance free and never needs watering.

The sealing vent is critical to the performance of a sealed battery. The cell must maintain a positive internal pressure, otherwise the recombination of the gasses will not take place and the cell will dry out and not perform.

In addition, the valve must safely release any excess pressure that may be produced during overcharging, otherwise the cell would be irreparably damaged. It is because of the safety mechanism of the valve that overcharging hurts a sealed battery.
The excessive pressure that the valve is releasing is both hydrogen and oxygen. The more you overcharge a battery, there is less oxygen and hydrogen left inside the battery to recombine and create water. In essence, the battery dries out.

It’s important to note that a sealed battery must never be opened once it leaves the factory. If opened, the cell loses its pressure, and the outside air will “poison” the plates and cause an imbalance that destroys the recombination chemistry.

Hence the name: Sealed, Valve Regulated (SVR) Battery.

The correct charging voltage for a Gel battery is 14.4 to 14.6 volts maximum at 68°F. The correct charging voltage for our Absorbed lead acid battery is 14.4 to 14.6 volts maximum at 68°F.

What is the difference between gel cell and starved electrolyte batteries? 2017-01-25T15:53:47+00:00

Both are recombinant batteries; both are sealed valve regulated.

The major difference is that the “starved” or “absorbed electrolyte” battery contains an amount of liquid electrolyte added at the factory that soaks into the special separators. Therefore, it is non-spillable because all of the liquid electrolyte is trapped in the sponge like separator material. There is no “free” electrolyte to spill if tipped or punctured.

Can I store my sealed battery in my garage during the winter or will it freeze? 2016-01-08T23:27:31+00:00

Both types of our sealed batteries can be stored in temperatures as low as -20°F without freezing provided the batteries are fully charged.

Are gel batteries approved for air transportation? 2016-01-08T23:26:29+00:00

Yes. Most gel batteries are approved for air transport by the F.A.A., I.A.T.A. and the D.O.T. This information is stated on a label located on the battery.

Do Gel or Absorbed Electrolyte Batteries have a memory? 2016-01-08T23:25:49+00:00

Most gel batteries do not have a memory. This is only true of ni-cad batteries.

What are the advantages and disadvantages of both types of sealed valve regulated batteries? 2017-01-25T15:53:47+00:00

Gel Battery Advantages:
• Totally maintenance free
• Air transportable
• No corrosion
• Spill proof/leak proof
• Installs upright or on its side
• Superior deep cycle life
• Very low to no gassing (unless overcharged)
• Compatible with sensitive electronic equipment
• Superior shelf life
• Rugged and vibration resistant
• Very safe at sea with no chlorine gas in bulge (due to sulfuric acid and salt water mixing)
• Will not freeze to -20°F
• Lowest cost per month (cost / months of life)
• Lowest cost per cycle (cost/ life cycles)

Gel Battery Disadvantages:
• Higher initial cost
• Heavier weight
• Water can not be replaced if continually overcharged
• Automatic temperature sensing, voltage- regulated chargers must be used
• Charge voltage must be limited to extend life
(14.4 to 14.6 volts maximum at 68°F)

Absorbed Electrolyte Advantage:
• Totally maintenance free
• Spill proof/ leak proof
• No corrosion
• Installs upright or on its side
• Lower initial cost than gel batteries
• Compatible with sensitive electronic equipment
• Very low to no gassing (unless overcharged)
• Excellent for starting and stationary applications
• Will accept a higher charging voltage than gel batteries

Absorbed Electrolyte Disadvantages:
• Shorter life cycle than gel in deep cycle applications
• Automatic temperature sensing, voltage regulated chargers must be used
• Water can not be replaced if continually overcharged
• Charge voltage must be limited to 14.4 to 14.6 volts maximum at 68°F

Can I store my batteries on concrete? 2016-01-08T23:24:26+00:00

Many people have the impression that when batteries sit on concrete, energy “leaks out” or they are ruined. The short answer is that letting modern batteries sit on concrete does not harm or discharge them in any way.

However, this legend is historically based in fact. The first lead-acid batteries consisted of glass cells that were enclosed in tar-lined wooden boxes. A damp concrete floor could cause the wood to swell, breaking the glass inside.

The Edison cell (i.e. the nickel-iron battery) that preceded the rubber-cased battery was encased in steel. Those that weren’t isolated in crates would discharge into concrete quite easily. Later battery cases used primitive hardened rubber, which was somewhat porous and could contain lots of carbon. A moist concrete floor combined with the carbon in the battery cases could create electrical current between the cells, discharging them.

None of this is a problem with modern batteries in their hard plastic shells. In fact, concrete is generally an excellent surface on which to place a battery. The electrolyte in a battery sitting on an extremely cold floor with very hot air around it could stratify, causing damage from sulfation; whereas concrete provides good thermal mass to buffer any temporarily extreme temperatures in the battery compartment.

How often should I charge batteries? 2016-01-08T23:23:46+00:00

Daily Users:
Charge daily. This applies to anyone who actually uses his or her equipment outside of the home.

Occasional Users:
Always be sure to charge before an outing and always after active use. The ideal recharge point is about 50% on a scooter or wheelchair gauge.

How do I charge my Batteries correctly? 2016-01-08T23:23:11+00:00

To properly charge your mobility battery, follow these simple procedures:
– Use the manufacturer’s automatic charger for all routine charging.
– Never use an automotive or wet-type charger on gel/sealed batteries. (They’ll quickly ruin your battery).
– Never run your battery completely flat.
– Don’t “top off” the battery with frequent charging.

How should a battery be stored? 2016-01-08T23:22:18+00:00
  • Always store your batteries FULLY CHARGED.
  • Check all batteries once a month and recharge as needed.
  • Wet batteries can hold their charge up to 3 months.
  • Sealed batteries can hold a charge for up to 6 months.
  • When storing a chair or scooter for more than 2 weeks, charge the batteries and then disconnect them.
  • Avoid hot and cold extremes when storing.
What is the proper way to store batteries for the Winter? 2016-01-08T23:21:26+00:00

Store batteries fully charged. Check them once a month and recharge as needed. Sealed batteries can hold their charge from 6 to 12 months. Remember, if storing your chair for longer than a couple of weeks, it’s best to charge the batteries and then disconnect them.

I want to store my Gel batteries outside for the winter. At what temperature do the batteries freeze at? 2016-01-08T23:20:38+00:00

Gel batteries can be stored in sub-freezing temperatures as low as -25°F without freezing as long as they are fully charged prior to storage. The self-discharge rate of fully-charged batteries is so low in these conditions that they will not require charging for many months; however, if your gel batteries are frozen … they will not always recover.

To attempt recovery the following is the best plan of action:

1) Bring them inside and let them sit at room temperature for two days. (They must reach 60°F).
2) Charge the batteries normally. (Follow standard safety procedures).
3) Run a capacity check either through a quality discharge tester or by operating your power wheelchair in a controlled environment.
4) If you don’t get enough run time then repeat steps 2 and 3.

I want to store my Gel batteries outside for the winter. At what temperature do the batteries freeze at? 2016-01-08T23:17:00+00:00

Gel batteries can be stored in sub-freezing temperatures as low as -25°F without freezing as long as they are fully charged prior to storage. The self-discharge rate of fully-charged batteries is so low in these conditions that they will not require charging for many months; however, if your gel batteries are frozen … they will not always recover.

To attempt recovery the following is the best plan of action:

1) Bring them inside and let them sit at room temperature for two days. (They must reach 60°F).
2) Charge the batteries normally. (Follow standard safety procedures).
3) Run a capacity check either through a quality discharge tester or by operating your power wheelchair in a controlled environment.
4) If you don’t get enough run time then repeat steps 2 and 3.

Do I have a battery problem or a charging problem? 2017-01-25T15:53:47+00:00

The Digital Voltmeter is still the most valuable tool in the Mobility Technician’s arsenal for sealed batteries. The starting point for checking batteries is always the charge voltage. In 24-volt systems we know the chances for two bad batteries are less than 1 in 10,000. So what we need to determine is WHICH battery is bad or if either battery is bad. This is accomplished by checking the voltage of each battery separately.

As illustrated in photo 1, voltage for a pair of batteries can read in excess of 24-volts which can incorrectly be assumed to be a good set. However, as shown in photo 2 one battery has a voltage of 12.89 volts while the battery in photo 3 is reading 11.97 volts. Combined, the voltage of this set of batteries looks good, but clearly the battery in photo 3 is bad.

Two batteries in a 24-volt system charge and discharge together almost as one 24-volt battery. A wide voltage separation between two batteries indicates that you may need to replace both batteries. If both batteries read similar voltage, they should be fully charged before doing any further testing.

If both batteries are below 12.0 volts, the question becomes, “WHY?” Is the battery charger working correctly? Could there be a problem with the wiring or other components of the wheelchair?

You can determine the next step in the troubleshooting process once you know the voltage of each battery.

My batteries were over-discharged and my battery charger will not start. What do I do? 2016-01-08T23:12:40+00:00

Have you ever had a customer state that their batteries will not take a charge even though the charger was plugged in overnight? When you checked their batteries, you found that they both read 9 volts? This is usually due to a light or a brake being left on for an extended period of time, which drains the batteries.

The reason why the charger is not working is that most wheelchair battery chargers need to read at least 21-22 volts in order to begin charging. This is how the polarity protection system of many chargers works. If the user were to hook up the positive and negative backwards, nothing would happen to the charger or the batteries because the batteries never read any voltage so it never started.

The drawback to this polarity protection design is when a user over-discharges their batteries below the 21-22 volt cutoff. Although the charger is connected, it does not receive the signal to begin the charging process so the batteries never get charged.

The best way to solve this problem is to remove the batteries from the wheelchair and charge each battery separately with a 12-volt battery charger. When each battery is fully charged, they can then be reinstalled in the chair and returned to service. Note: It may take the batteries up to 15 cycles to return to their former capacity if they have been severely discharged.