The Struggle of Pearline Hayward: A Story of Resilience and Frustration
A Life Transformed by Circumstance
Seventy-two-year-old Pearline Hayward’s life changed irrevocably after a traumatic experience that left her physically and emotionally scarred. A survivor of domestic violence, she became disabled due to injuries sustained during an assault that broke her knee and caused nerve damage. For over a decade, her electric wheelchair has been more than just a mobility device; it’s her lifeline to independence and the outside world.
The Wheelchair Woes
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In July 2024, Hayward transitioned to a new wheelchair provider, Rehab Medical, hoping for better service and improved functionality. However, her experience has been less than satisfactory. Since she received her wheelchair eight months ago, she has faced numerous technical issues. The calf rest has detached, the headrest is faulty, and the joystick—essential for operation—often misbehaves.
“I turn on my joystick to go, and it stops,” she explained, illustrating her frustration. “I count to ten and try again, only to move a few inches.”
Despite multiple service visits, none of the problems have been resolved.
A New Level of Isolation
The situation worsened when a critical front wheel broke just over two weeks ago. Unable to navigate her apartment’s elevator without it, Hayward finds herself trapped in her own home. “I’ve been stuck here many times,” she lamented, recalling a month-long period where she couldn’t leave at all. “Now, I can’t even check my mail or go to the grocery store.”
Her independence has been stripped away, leaving her feeling like a prisoner in her own high-rise apartment.
Broken Promises and Endless Waiting
Hayward’s frustration grew when she was told that all the wheels on her wheelchair needed replacement. Assuming the company had the parts ready, she agreed to the plan. However, she soon learned that the necessary wheels had to be ordered, further delaying her freedom. “I’m just going back and forth with them,” she shared.
With no way to get around, she has endured tooth pain without being able to reach a dentist, compounding her sense of helplessness.
The Company’s Reputation
Rehab Medical, which operates in 18 states, has received reports of similar complaints from across Ohio. The Ohio Attorney General’s Office has logged four issues relating specifically to poor service. Despite an A+ rating with the Better Business Bureau, nearly 60 complaints have surfaced in the past three years concerning delayed repairs, safety issues, and unresponsive communication.
An Investigative Response
In an attempt to uncover the truth behind Hayward’s situation, 19 Investigates, led by reporter Kelly Kennedy, reached out to Rehab Medical through phone calls and emails but received no answer. A visit to their Brooklyn Heights office yielded further frustration when an employee, approached for questions, refused to engage.
A Lonely Battle
For Pearline Hayward, the struggle is not just about a broken wheelchair; it highlights a larger issue of access and support. Living alone in Akron, she lacks family nearby to offer assistance. “I’m the only one here,” she said, emphasizing her isolation. “I’m up poops creek.”
As her wait for a solution continues, Hayward remains hopeful but increasingly disheartened. Her story sheds light on the struggles many face when health and mobility are compromised, revealing the urgent need for reliable services and greater accountability in the field of medical mobility equipment.
