Access Mobility Equipment

Access Mobility Equipment has had multiple contacts and repair visits with Mr*** at his residence Our communication has been constant and consistent throughout the process We did not make contact with Mr*** last week because we were closed during the Christmas and New Years
holidays.*** *** *** is the manufacturer of the lifts and ultimately parts warranties are subject to the approval and shipping of *** *** *** *** *** *** has already replaced the folding rail in question once on the lower lift that is primarily in question We have also made an adjustment to the lift as well *** *** *** has agreed to replace the folding rail assembly a second timeon the lower unit that is primarily in question Those parts have been ordered and received Access Mobility Equipment has a scheduled and confirmed appointment at the residence next week and that appointment is being confirmed directly with Mr*** via email.As for the second lift on the upper flight of stairs, today during this complaint is the very first communication that we have had regarding a problem with this lift This will be evaluated and appropriate repair actions will be handled during the scheduled appointment.Stairlift parts warranties are handled 100% solely by the lift manufacturer It is important to note that this manufacturer issued warranty covers parts and it does not ever cover labor, trip charges, etc In this case, that warranty is years on all parts and years on the gear rack Access Mobility Equipment is not at liberty to extend or alter this warranty because it is not our warranty to issue, change, or alter As a service and value added benefit to our customers, Access Mobility Equipment offers a free labor warranty in some cases This means that for repairs that are warranty related, the manufacturer covers the parts repalcement, and Access Mobility Equipment will provide the labor free of charge Unfortunately, because the warranty cannot be extended, there will be no extension of the labor warranty to accompany the warranty after the warranty period has expired Access Mobility Equipment will continue to provide support and repair for these stairlifts at no charge during the warranty period After the warranty period, service charges would apply.The complaint mentions replacement of the lower unit with a heavy duty version The *** *** *** has a weight capacity of pounds There is no heavy duty version with a pound capacity The original invoice, brochure provided, and all documents associated with this file clearly state that the *** *** *** Stairlifts, one regular rail, and one folding rail were presented, sold, and installed There will be no replacement of the entire stairlift Mr*** has been asked repeatedly what his accurate body weight is and we have always been told "around pounds" The *** *** *** is rated for pounds and should be more than adequate if the stated weight of "around 300" is accurate

the customer called the Revdex.com and said that no check has been received

The customer contacted Revdex.com and said that this week he is available in the mornings for the business to schedule this appointment to address this complaintHe has not heard back from the business about the missed appointment

Great product (Scoota Trailer) Meets ours needs for transport of an electric wheelchair Salesman very knowledgeable about product and informative on the process of manufacturing and delivery LTL delivery to our garage very convenient as my wife could be there to accept the trailer

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Mr*** called stated that the refund that was stated he would be given hasn't been receivedWhen he looked into UPS it hasn't even actually been sent out

Access Mobility Equipment, LLC is doing all we can to sell Mr***'s stairlifts in a good faith effort to honor our original offer A copy of the invoice is attached to this complaint response that indicates that the stairlifts would be "purchased back within year warranty period -
price based on age/condition" We do not make promises that we will "instantly" purchase back used stairlifts We are a small business and we do not have the storage space or financial capital to purchase every used stairlift as soon as it becomes available However, we do make an effort to help the seller of the used lifts by marketing their used stairlifts to potential customers We also attempt to assist new stairlift customers that may not have the financial resources to purchase a new stairlift but that might be able to benefit from a used stairlift We provide these two services on a voluntary basis to assist both sellers and buyers of used lifts We are one of very few stairlift dealers that provide this community service. There are several factors that can affect the price or value of a used stairlift: 1) location, where do we have to travel to un-install compared to where it has to be re-installed, 2) age, 3) condition, 4) length - full length lifts are obviously more valuable than shorter lifts (that were installed on a split foyer or shorter flights) because most folks have 12+ step risers, and 5) market pricing conditions - at times, there are 10+ used stairlifts listed on sites such as ***, ***, etc - and these prices do affect the price at which we can reasonably expect to sell a used stairlift Lastly, when we do re-purchase a used stairlift, we do this based on the availability of a buyer So, we present the used lifts that are available to us and when a customer indicates that they would like to purchase that used lift, we purchase it at that time when we have a buyer There has never been any promise as to a time frame or the statement that we would purchase it instantly as soon as someone no longer requires the lift Also, there has never been any exact promise as to a future repurchase exact price.We have made a reasonably priced offer to Mr*** to re-purchase his two shorter length, mid-grade quality, some warranty remaining stairlifts located quite a distance away in Winchester, Virginia This offer was made in September 2014, shortly after being notified that they were no longer required in his father's residence He declined our offer The attorney representing the estate of Mr***'s father indicated on 12/4/that he understood our response and indicated that no further action was needed This complaint is the first communciation we have received from Mr*** or anyone else since 12/4/when he indicated that he understood and that no further action was required.Mr***'s statement that his calls are not being returned, etcis simply not true I do have copies of a few emails that were sent to and from Mr*** and Access Mobility Equipment during the time in question and our telephone system log also indicates that calls were placed to and from his phone number during the time in question Lastly, the fact that the attorney for the estate sent an email, received a response from Access Mobility Equipment, and he even acknowledged the response is additional evidence that communication has been ongoing during the time frame referenced by Mr*** Unforunately, since our offer to purhcase the used stairlifts was declined, there is little that we can do to help.Access Mobility Equipment, LLC has made every effort to resolve or prevent this complaint from escalating Mr*** has chosen to reject our re-purchase price offer We would suggest that if Mr*** would like to "get top dollar" for his used stairlifts, that he could possibly attempt to sell them directly on the open market himself whereby avoiding the costs associated with the margin created by our expense of having to remove, re-install, refurbish, etc the lifts If he were to sell them directly, it is possible that he could get the price that he is asking Unfortunately, Access Mobility Equipment LLC cannot travel to ***, remove the two lifts, refurbish them, and re-install them for another customer - all for free - which is essentially what he is requesting that we do

Mr ***,Our correspondences have crossed paths I sent an email earlier today several hours ago letting you know this payment was already being sent Please check your email of record with our company and you should find correspondence already there

Revdex.com spoke with the businessThis customer has an appointment set for Monday of next week

Access Mobility has been in constant communication with customerAlbeit later than first promised, the stair lift is available and was offered for installation last weekCustomer declined and requested refund to which Access Mobility has agreedThis is being handled and resolved

There was a delay regarding the installation of this equipment, and that delay was resolved The customer agreed initially to allow the installation to be complete, but there was an additional delay The refund has been issued in full and sent via UPS delivery service with signature
required on tracking number ***

Mrs***,
This refund is being sent to you I apologize for the delay I misunderstood your complaint because it mentioned that your desired resolution was to get the stairlift, but then later it mentioned the refund I'll take care of this as we discussed in the
email that you sent directly to me, outside of this complaint

This stairlift was ordered after initial deposit payment from customer The stairlift arrived after a short day delay The customer called Access Mobility Equipment "on the exact same day the lift arrived within moments of it arriving" We did intend to call customer to inform
him that stairlift had arrived, however, his incoming call and the arrival were almost simultaneous An installation appointment was set, but had to be altered Since then, there have been voice mails and two emails left for the customer at his residence and at the email address that he provided during the ordering process To date, we have not heard back from customer as of the time of this response We would very much like to schedule an installation appointment

Stay away! I ordered stairlifts from them (for my dying mother) on a Friday, paid over $2,and was promised a Monday or Tuesday installIt never happenedThey had excuse after excuse and after two weeks I finally gave up and called someone else who had it installed the next dayMy mom rode it twice and died shortly thereafterThey refunded me in full but stole weeks of mobility from my mom in her last days that we will never have back The refund was of small solaceAVOID!!!

The customer updated Revdex.com on the status of the complaint and stated that he had been told by the business that he would have tracking for the refund by Friday, 12/4, and that he has still not received notification or the promised refund

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
RevDex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution of a $refund in full would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference
to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Highly recommendedAccess Mobility Equipment provides a vital service for the communityOwner Joe C*** is 100% customer focused, understands clients' needs, and does outstanding installation serviceAME recently installed shower grab-bars and wall rails in our houseThe workmanship is professional and the product is top qualityMy wife and I were very pleased with the service and recommend AME to all who are in need of this type product

Apologies for delay. This will be processed within the next 3 busibess days before Wednesday September 20