The Healthcare Store

I have been in business for 12 years at this location and pride myself in customer service, knowledge and integrity. [redacted] came in with her wheelchair for repair with no footrests attached and left it for my repair tech to assess. Her initial request was the need to repair the two...

back wheels as they had been intermittently flattening. My repair tech came in to my store and filled the two tires with air, which seemed to hold and I called [redacted] to let her know that her chair was ready for pick up and only seemed to require air. She said they had already tried inflating the tires and that they did not hold air for long. She then told me on the phone that she was sorry and forgot to tell me that they had tried themselves to inflate the tires and that it wasn’t holding. I told [redacted] that I would then get her a price on replacing the tire tubes. I called [redacted] back and spoke with her mother and gave her a price on replacing the tubes ($40/pr.) and a price for replacing the two tires to “solid” tires ($140/pr.). Her mother said they would get back to me. [redacted] then came in, and decided not to repair the chair after all and left with the chair.[redacted] called a few days later and questioned where the footrests were. I explained to her that she did not bring the chair in with footrests. She then returned to my store with the wheelchair insisting that she brought footrests in with the chair and proceeded to poke around my entire store including my office for footrests that I did not have. The manufacturer of her wheelchair (Invacare) is one that I do not supply; therefore I would not have a need to withhold her footrests from her or for any other reason. The tire parts are standard and can be purchased through many aftermarket companies. The footrests however would have to be purchased through Invacare which I do not have and account with. My store is extremely neat and well organized with no closets, etc. There would be no instance where they would be “hidden” or “lost” among other items in the store.I also did not charge [redacted] for the time my repair tech took to assess the chair and inflate the tires.Hope this accounting satisfies any uncertainty.

Review: on Monday 5/*/15 I had taken an Invacare Traveling wheelchair to The Healthcare Store at [redacted]..Took the wheelchair with "feet rest" to the store, to have them see if they could replace back wheels on chair, which kept going flat. Spoke to a [redacted] in store, who told me she would email her tech to come in to see if they would be able to replace both back tires. On Tuesday 5/*/15 we received a call from [redacted] stating her tech. put air into the tires, explained again to her that we had many times had put air into the tires, that is not what I had asked her for. She said she contact her tech again later on Tuesday she called asking to speak to me,stating it would cost 140.00 to replace back tires, she was told we would think about it. Went back to store on Wednesday to retrieve the chair as was, the "feet rest' were no longer on the chair, it was not noticed until after I had gotten home that we noticed the feet rest were no long on the chair, called [redacted] and again spoke to [redacted] who told me she did not remember any feet rest on the chair. Went back to store with chair where she argued with me that there were no feet rest on the chair when I brought it in. I am sending in complaint about this store, we want the 'FEET REST' back, is there anything that can be done, the chair belongs to my 92 year old Mother, who needs the chair and feet restsDesired Settlement: went the original Feet Rest that came with the Traveling Chair or want to see them replaced

Business

Response:

I have been in business for 12 years at this location and pride myself in customer service, knowledge and integrity. [redacted] came in with her wheelchair for repair with no footrests attached and left it for my repair tech to assess. Her initial request was the need to repair the two back wheels as they had been intermittently flattening. My repair tech came in to my store and filled the two tires with air, which seemed to hold and I called [redacted] to let her know that her chair was ready for pick up and only seemed to require air. She said they had already tried inflating the tires and that they did not hold air for long. She then told me on the phone that she was sorry and forgot to tell me that they had tried themselves to inflate the tires and that it wasn’t holding. I told [redacted] that I would then get her a price on replacing the tire tubes. I called [redacted] back and spoke with her mother and gave her a price on replacing the tubes ($40/pr.) and a price for replacing the two tires to “solid” tires ($140/pr.). Her mother said they would get back to me. [redacted] then came in, and decided not to repair the chair after all and left with the chair.[redacted] called a few days later and questioned where the footrests were. I explained to her that she did not bring the chair in with footrests. She then returned to my store with the wheelchair insisting that she brought footrests in with the chair and proceeded to poke around my entire store including my office for footrests that I did not have. The manufacturer of her wheelchair (Invacare) is one that I do not supply; therefore I would not have a need to withhold her footrests from her or for any other reason. The tire parts are standard and can be purchased through many aftermarket companies. The footrests however would have to be purchased through Invacare which I do not have and account with. My store is extremely neat and well organized with no closets, etc. There would be no instance where they would be “hidden” or “lost” among other items in the store.I also did not charge [redacted] for the time my repair tech took to assess the chair and inflate the tires.Hope this accounting satisfies any uncertainty.