Access Ability, Inc.

Dear *** *** of the Revdex.com,
Thank you for forwarding this customer's complaint to us.
The lift product that the family was interested in was designed for only limited applications
We made multiple visits and held numerous meetings with the family and user's representatives to try to find a practical solution that would be in conformance with the manufacturer's guidelines When we noticed that the user's needs had changed and the originally identified product could no longer meet the customer's expectations, we agreed to cancel their agreement, waive any and all cancellation fees, and send them a full refund
Our check #***, for $6,was made payable to "S*** *** *** *** ** **", and mailed to *** ** *** *** ***, PA *** Our bank records indicate that this check was deposited and cleared In the absence of any other instructions, we returned the funds to the entity name that had paid the original deposit If the check should have been issued to a different entity or name, we were not aware of any such requirements
Please check with *** *** to verify that the above referenced check was received and deposited in the correct account Should there be any further questions, please do not hesitate to contact usWe sincerely appreciate the Revdex.com assistance in bringing this matter to our attention
Regards,
*** ***

March 26,
Dear *** ***,
Thank you for providing us with additional time to respond
to customer complaint ID # ***
On January 14, 2015, *** *** signed a contract for her
stairway lift (see attached)
On January 21, 2015, the special order material was
irreversibly modified (track was custom cut to fit *** *** stairway). On the same date, the stairway lift was
installed in *** *** residence.
*** *** indicated that the seat was too tight for her mother and
asked us not to finish the installation.
We custom ordered an extrawide seat (regularly priced at $extra)
at no additional charge to accommodate *** *** mother
On February 7, 2015, *** *** visited our showroom and
informed us that she has decided she wants a different lift that we had on
display. She was promptly advised that
the new lift would cost more and uses a different track system, which would
mean she would lose her $special order amount, if she proceeds with this
change
On February 12, 2015, follow up calls were made to install
the original lift with the custom ordered extrawide seat. *** *** indicated that if she cannot have
the more expensive lift, at no additional charge, then she wants to receive a
full refund and does not want to pay for the track of the original lift
I regret that despite the extra expenses that we have
already incurred in securing the custom extrawide seat and having the cost for
a second installation trip, at no additional cost to her, we could not satisfy *** ***. The manufacturer will not allow
us to return a track for credit after it has been cut. As such, we cannot refund her deposit nor can
we give her a more expensive unit for the same price The cost for the special order material was
clearly stated as being nonrefundable in *** *** original agreement, per disclosure
requirements of the PA Home Improvement Contractor laws.
We would welcome a reasonable settlement offer from her since
she has clearly changed her mind.
Sincerely,
Pamela B***

Zero Surgery Center, dba Center for Special Surgery in Wall NJ has been using Access Ability for over years to service our elevatorThe have ALWAYS provided quick and professional service to us and have maintained our elevator in spite of it's ageThe entire staff especially Pam and Bob are service oriented and I highly recommend them to anyone who is thinking of using them for the service they offerPhil G***, Administrator

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear [redacted], Thank you for forwarding this complaint to our office.We are in the process of reviewing our documents and need some additional time to respond.  We will provide a response next week.Thank you for your consideration.Regards,Pam B[redacted]

March 26, 2015
Dear [redacted]...

[redacted],
Thank you for providing us with additional time to respond
to customer complaint ID # [redacted].
On January 14, 2015, [redacted] signed a contract for her
stairway lift (see attached).
On January 21, 2015, the special order material was
irreversibly modified (track was custom cut to fit [redacted] stairway).  On the same date, the stairway lift was
installed in [redacted] residence. 
[redacted] indicated that the seat was too tight for her mother and
asked us not to finish the installation. 
We custom ordered an extrawide seat (regularly priced at $395.00 extra)
at no additional charge to accommodate [redacted] mother.
On February 7, 2015, [redacted] visited our showroom and
informed us that she has decided she wants a different lift that we had on
display.  She was promptly advised that
the new lift would cost more and uses a different track system, which would
mean she would lose her $800.00 special order amount, if she proceeds with this
change.
On February 12, 2015, follow up calls were made to install
the original lift with the custom ordered extrawide seat.  [redacted] indicated that if she cannot have
the more expensive lift, at no additional charge, then she wants to receive a
full refund and does not want to pay for the track of the original lift.
I regret that despite the extra expenses that we have
already incurred in securing the custom extrawide seat and having the cost for
a second installation trip, at no additional cost to her, we could not satisfy [redacted].  The manufacturer will not allow
us to return a track for credit after it has been cut.  As such, we cannot refund her deposit nor can
we give her a more expensive unit for the same price.  The cost for the special order material was
clearly stated as being nonrefundable in [redacted] original agreement, per disclosure
requirements of the PA Home Improvement Contractor laws. 
We would welcome a reasonable settlement offer from her since
she has clearly changed her mind. 
Sincerely,
Pamela B[redacted]

Dear [redacted], 
Thank you for forwarding this complaint to our office.
We are in the process of reviewing our documents and need some additional time to respond.  We will provide a response next week.
Thank you for your...

consideration.
Regards,
Pam B[redacted]

Review: We contracted with Access Ability to furnish, deliver, and install a custom [redacted] Incline Lift. Total cost $13,000. We gave them a deposit of $ 6500.00 on 10/30/2013. The lift was never ordered, the company came out several times and took measurements, no follow through. I started talking to one of the company's associates [redacted] in April 2014 and explained my dissatisfaction about the length of this process and how no lift was still not ordered or installed 6 months later. She assured me on 5/2./2014 that the lift was being ordered and would take 2 weeks to ship. As of 6/4/2014 no lift ordered or installed. I sent the company a letter asking for our deposit back within a week. No response. I have called **. [redacted] 6/19, 6/23, and 6/25 and she will not return my calls.Desired Settlement: Refund our initial deposit of $ 6500.00

Business

Response:

Dear [redacted] of the Revdex.com,

Review: I'm filing this complaint for my parents who are the owners of two stair lifts installed by Access Ability. My parents are in their mid 80's. The problem began back in July 2013 when a service representative from Access Ability came to fix a problem with one of the stair lifts at my parent's home. The service rep. needed to take down a folding door at the top of the stairs to properly fix the problem. When he tried to put the door back up, he was having problems so my mother told him to let it go that her son-in-law (my husband) would fix it upon our return from vacation. The service rep. continued to try to re-hang the door and in the process messed up some of the hindges but got it hung. The door didn't work properly after that.

On the bill they charged an extra $40 for hanging the door. The total bill was, I believe, $440. When we returned from our vacation, my mother explained to us what happened and that the door didn't close properly anymore so my husband had to fix it, which too a considerably amount of time because the service rep. had messed up some of the track and hardward.

I called Access Ability and explained what had transpired. They asked me what I was looking for in return. I told them that it would be nice if they just reimbursed my parents for the extra $40 for labor to hang the door. They finally agreed to it after a number of calls back and forth to their office. It has been 4 months and my parents still have not seen a reimbursement check from them. I have called repeatedly and I kept being told that someone will look into it and give me a call back. My last call was 11/11/2013. Three previous calls were placed two weeks ago, with no return calls. I am very frustrated with this company. We aren't talking hundreds of dollars here. My parents have spent thousands of dollars for the two stair lifts purchased from them and their maintenance on these lifts is, in my opinion, quite highly priced. I am highly dissatisfied with this company and so are my parents. I feel they are taking advantage of the elderly.Desired Settlement: To receive a $40 reimbursement check

Business

Response:

From: [redacted] <[redacted]>

Date: Tue, Nov 26, 2013 at 3:25 PM

Subject: Complaint ID # [redacted]. [redacted] filed on Behalf of [redacted]

To: [email protected]

Cc: [redacted]

To: [redacted] of Revdex.com,

Re: [redacted] / [redacted],

Thank you for forwarding the complaint of this client to our office. I received the Revdex.com email early this morning and immediately decided to get personally involved.

I will not wait to hear the explanations of my associates before responding to this case. Everything that the client has written points to the fact that we somehow dropped the ball and did not do what we should have done. As the saying goes, "the buck must stop here".

Today, I will make sure a check for double the requested amount is mailed to this family. In addition to the refund check, I am also putting a note for a credit memo in their file for up to $165.00 toward their next maintenance service.

As the Founder and President of the company, I can assure you, and this client, that our 30 year successful track record would not have been possible by this type of practice. I have always challenged my team to strive to serve our clients according to our standards of exceptional excellence. To my dismay, our staff failed to uphold that standard and I sincerely apologize for this client's negative experience.

Sincerely,

www.YourAccessAbility.com

151 W. Fourth St. Bethlehem, PA 18015-1695

Phone: ###-###-#### Fax: ###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,