Access Lifts & Ramps, Inc.

I am very sorry for the ***'s lossI know they expected her to use the lifts for a longtimeWe have had our Recycle / Consignment program in place for over years to help people when they no longer need their liftsDuring the sales and installation process we have never given anyone a
dollar amount that they would
get for the lift or guarantee that we would even take the lift backIf there were any other arrangements made or special circumstances it would be in writing on the contractAlex has been with our company quite a while and knows he would have had to check with me to make any special deals and then write it on the contractIf the ***'s had talked to other companies about purchasing a lift, as well as our company, it is quite possible that they confused who told them what they are saying they were toldThe stairlift's rail/ track was cut and fitted to the stairs in this house and are short runsThe lifts with short rails in our Recycle/Consignment program
take longer to sell, if at all, unless new full length rail/track is put with them at about $per lift for this model liftAlso the manufacturer 's warranty is to the original purchaser and is not transferableThere are a lot of costs that go into taking a lift into
our Recycle/Consignment program, the removal, checking lift over, put it into inventory, promoting the lift, guarantying the lift and installing the liftIn the end these are still
used lifts with no warranties and there
is only so
much we can sell them forWhen
someone no longer needs their lift and wants to put it into our Recycle/Consignment program we give them a realistic price for the liftWe did make an exception after the ***'s expressed their disappointment in the price we gave them, and offered them more for the lifts. Apparently that was also not to their satisfaction, so we are sorry, but here are two more option for the ***'s, (1) if they want to put the lifts into our Recycle/Consignment program at the price they want of $each ($for both) we willBut the installed retail price will be too high for the used lifts to sell, (2) they also can promote and sell them on their ownPlease have the ***'s contact me if they still want to put the lifts into our Recycle/Consignment program
and we will send them our Recycle/Consignment program contractSincerely, Mike LVice President

The *** *** demo lift was sold to Mr*** and installed in his home on April 10, As you can see from the attached documentation, it was clearly stated on the contract what Mr*** would be receiving along with what color the lift wasHe signed the contract and also signed our
Turnover Form which was given to him upon completion of the stairlift installationHe had also given us approval to use photographs our installer had taken of the lift installed in his house, if we so choseThere was never any indication of a problem or question about any of this
As you can also see from the documentation, this lift was purchased by us in from our supplier as a demo unit for our showroomThis is a unique lift in design as it allows someone with limited ability in bending their knees, to stand on the footplate with just a small seat to lean back on; whereas a standard stairlift has a full seat to sit onBecause of this unique quality that most people did not need, this demo unit was very rarely used by anyone coming into our showroom to test our demo liftsTherefore, I assure you that it was in "brand new" conditionWe sell used or recycled equipment every day that have been in people's homes and have been well usedThe price we sell them for is reflected in the fact that they are not brand new out of the box
Our receptionist/service support employee, ***, spoke with Mr*** a few days after the installation and her statement of what took place in conversations with Mr*** is below: I (*** ***) first spoke to Mr*** a few days after his installationHe was very upset that the stairlifts upholstery was not redHe said that he was promised the lift would be red in color and that he felt he had been misledHe was also questioning the fact that the lift was not a showroom modelHe had mentioned that there "was no way that anyone would have that stairlift in their showroom" in the condition it wasI assured him that it was, in fact, directly from the showroomHe hung up on meThis seemed odd to me because I recalled at our meeting right after installation, that our installer, *** said that Mr*** was thrilled with the liftHe mentioned that Mr*** had no complaints at all and that the installation went well
The next conversation / had with Mr*** came several weeks laterHe called to say again, that he did not feel as if he was given a showroom modelHe was very agitated and said that he did not want the stairlift because of the condition of the lift and that it wasn't even workingI pressed him farther as to what was happening with the lift when he tried to use itHe said that it was "dead and it wouldn't run"It came to light that the reason the lift was not working was because Mr*** had turned the key off on the unit and that after I instructed him to turn the key back on, it worked fineHe again told me that he was unhappy and that he felt misled by our companyHe again hung up on me without coming to a resolution
In the two conversations that I have had with Mr***, we have never discussed him feeling unsafe or that the platform does not support him properly when he uses the stairliftAs you can see, Mr*** appears to be a bit confused as to what he thought he would be getting in seat color and he has no evidence in his claim whatsoever that the lift was not in good conditionHe also did not realize that he himself turned off a key that operated the lift, so he complained to us that it wasn't workingNow he appears to be confused in what his original complaint was to us, as to what he is now complaining about in this letter to the Revdex.comPlease let me know if any further information or documentation is needed to settle this complaint with Mr***We feel strongly that there is no justification to his complaintWe did everything according to his wishes at the time
Sincerely,
*** ***, President
See additional documents attached

In response to the latest message in reference to
case ID ***; We sent a service notice in April
for an appointment to service the lift because we still have a contract in
place that was that was paid for and was not officially canceled by
either partyWe are very sorry to hear about your loss and understand
that there may not be a need for service on this equipment anymore because no one will be using itDepending on what is going to be done with this equipment
and/or the home, there are a few options we can provideWe
can provide the service agreed to in the contract stillThis would provide maintenance records to show up keep to the
equipmentBecause the equipment is custom to the home it will
unlikely fit elsewhereSo we can remove the equipment and put into storage (i.eAttic or
Basement) in lieu of providing the service visits as stated in the contract, if desiredIf the contract needs to be
canceled then we will need a letter stating soOtherwise the contract is in effect until its expiration and we will provide
either option listedHowever we are still unable to reimburse funds on this contractSincerely, Kevin L. General Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I find the response from Access a bit on the ridiculous side. Seeing as how there is no one in house to use the equipment, why would they continue to offer to perform maintenance on it?  As far as having them come and disassemble it, don't need them for that either.  It has been disassembled already.  Certainly cannot sell the house with that on the stairs.  Their offer is ridiculous to say the very least.  I have no problem with this going to small claims court.  And I will certainly let others know what type of company they really are.  As I understand it, "word of mouth is the best advertisement".
Regards,
[redacted]

We are very sorry to hear the news that our client is terminally ill. Our client's niece did call Access Lifts and Ramps at the end of January 2015, looking for reimbursement of a service contract that was paid for on 11/3/2014. At that time we expressed our sympathies for her Aunt and her...

situation. However we needed to inform her that our contract clearly states "The payment for this contract is non-refundable whether cancelled by customer or ACCESS LIFTS & RAMPS, INC.". This wording is on the original contract that was purchased on 11/1/2013. Our contacts last a one year term and then we send a renewal letter that clearly states "All Terms and Conditions on your original contract apply. Access Home Elevators reserves the right tochange this contract without prior notice." The renewal letter was signed, paid for and returned on 11/3/2014. Our understanding is that our client is no longer in the home and not using the lift but the contract will remain on this lift until its expiration or until we were to receive in writing a cancellation notice. Access Lifts and Ramps did not cancel this service contract and will perform the services that were agreed to in the contract. We are however unable to reimburse funds on a contract that was 3 months into the contract year. Kevin L.  General Manager