Rental Policies and Guidelines

Cleveland HME: Rental Policies & FAQs

To ensure your home medical equipment (HME) experience is seamless and your equipment remains in top condition, we have outlined our core policies and answers to common questions below.

1. Detailed Rental Terms

• The 28-Day Billing Cycle: All rentals are billed in 28-day increments. This cycle begins on the date of delivery or pickup and automatically renews.

• Automatic Credit Card Billing: To ensure uninterrupted use of life-essential equipment (like $O_2$ Concentrators), a valid credit card must remain on file for automatic renewal charges.

• Cancellation Notice: We require at least 48 hours' notice prior to your renewal date to schedule a pickup and stop future billing.

• "Rent-to-Own" Inquiries: While our primary model is cash-based rental, we offer a "Rental Equity" program where 50% of your first three months' rent can be applied toward the purchase of a new unit.

2. Equipment Protection & Repair Info

• Wear-and-Tear Coverage: We handle all routine maintenance, such as battery testing for power chairs and filter changes for oxygen concentrators, at no cost to you.

• Accidental Damage & Negligence: If equipment is damaged due to misuse—such as liquid spills on a power chair controller or a pet chewing through a lift chair cord—the renter is billed for parts plus a labor rate of $95/hour.

• Battery Care: For scooters and power chairs, batteries must be charged daily. Deep-discharging a battery (letting it hit 0%) can damage the cells; if a battery is ruined due to non-charging, a replacement fee of $150 - $300 may apply.

3. Sanitation & Hygiene Standards

• The "Patient Ready" Guarantee: Every piece of equipment undergoes a multi-point inspection and hospital-grade disinfection before it reaches your home.

• Medical Mattress Policy: For hygiene reasons, all rental hospital bed mattresses must be used with a waterproof protector. If a mattress is returned with biological staining, a $250 replacement fee will be charged as these cannot be re-rented.

Frequently Asked Questions (FAQ)

Q: Does Cleveland HME accept Medicare or Private Insurance?

A: No. We are a private-pay (cash-based) provider. This allows us to provide premium, newer equipment without the 3–6 month waiting periods or strict "medical necessity" hurdles often required by insurance. We can, however, provide you with an itemized receipt to submit to your insurance for potential out-of-network reimbursement.

Q: What happens if my equipment breaks down in the middle of the night?

A: For life-sustaining equipment (like Oxygen Concentrators), we provide 24/7 emergency phone support. For non-emergencies (wheelchairs, beds), we guarantee a technician visit or equipment swap within 24–48 business hours.

Q: Can I take a rental scooter or power chair on a plane?

A: Yes, but you must notify us first. We will provide you with the necessary Battery Safety Data Sheet (MSDS) required by the airline. Please note that the renter is 100% liable for any damage caused by airline baggage handlers.

Q: Is there a discount for long-term rentals?

A: Absolutely. If you pre-pay for 3 months, we offer a 10% discount on the monthly rate. For 6 months or longer, the discount increases to 15%.

Q: What is a "Dry Run" fee?

A: A $50 fee is charged if our driver arrives at a scheduled time for delivery or pickup and no one is home, or if the equipment is not accessible (e.g., locked in a house or behind a gated driveway).

Q: Can I change my mind after delivery?

A: Once equipment is delivered and set up in the home, the first month's rental and delivery fees are non-refundable. We encourage all customers to visit our showroom to "test drive" equipment before scheduling a home delivery.