Access Mobility Equipment

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business in reference continue being deceptive by blaming the initial problem in the manufacturer. The promise of paying as soon as possible" was done multiple times before to no effect. It has no value since it does not specify a definitive date. In fact, there is no concrete proposed action.
Regards,[redacted]

Complaint ID [redacted] involves refund for services not rendered from Access Mobility Equipment (Mr. Jim C[redacted]).Mr. C[redacted] has been queried on numerous occasions by me to provide the services or a refund, and has failed to do either.I elevated this to Revdex.com, who initiated actions by contacting Mr. C[redacted], who initially said he would send refund and cited a UPS delivery number he initiated to deliver the refund check.It did not get delivered (see below email).Mr. C[redacted] was contacted for the second time by Revdex.com.This was his response:  "Apologies for delay. This will be processed within the next 3 busibess days before Wednesday September 20."It is now Wednesday September 20, and this has not been resolved.According to the UPS tracker, it has not been shipped through UPS (Updated: 09/20/2017 11:30 A.M. Eastern Time), but rather remains unprocessed from Mr. C[redacted], as reflected in below email dated 5 September.Request Revdex.com contact Mr. C[redacted], or take other appropriate action.Thank you in advance.vr,[redacted]
[redacted]

I worked with Access Mobility Equipment, LLC to order equipment for a disabled family member. Many other companies would not ship to my remote location in Alaska, but Access Mobility Equipment, LLC was happy to work with me. The entire process was quick and easy and I got exactly the equipment I had ordered with no damage and in a timely fashion. I would highly recommend this business to others.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this...

proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
He has promised this so many times that until I receive the check I reject every thing he says!

I am a geriatric care manager and I have used Access Mobility Equipment many times for several of my clients. [redacted] the owner, has been extremely accommodating in serving my clients. My last two clients have had multiple needs at different times and [redacted] has gone to their respective locations to either deliver or make necessary repairs. He is always professional, respectful and courteous. He treats my senior clients with the dignity they deserve. I will continue to refer Access Mobility Equipment out to potential clients and my own family.

[redacted] at Access Mobility Equipment did a professional job of installation and we have had no problems or concerns with our new stair lift. My 90 year old mother-in-law uses it several time each day. Her morale is noticeable improved.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
This company has continually failed to keep its commitments on service calls. The owner, Mr. C[redacted] set up an appointment for 7/1. The day of the appointment, I got an email from Mr. C[redacted] and he told me that the appointment wouldn't take place on the set day. He told me that his service tech would call me on the week of the 4th. It's now 7/19 and neither has his service tech or Mr. C[redacted] has communicated with me. The same thing happened in June when an appointment was set up got 6/14 and no one showed. After a week with no communication at all, the owner blamed in on the parent equipment company for not calling me. Again, he failed to follow-up to see if they had or not called. There has been a pattern of poor service ownership and follow-up over the length of the warranty which will expires next year. I'm concerned that these open items will continue pass the warranty period and I'll be left holding the bag. The last time they came out to do a service call was when I filled a complaint with the Revdex.com. Note: This is the second complaint I've filed against them. I do have the parent companies number and will be contacting them tomorrow and file a similar complaint with them. Mr. C[redacted] needs to set up an service appointment and keep that commitment. Then, Mr. C[redacted] needs to successfully fix all open items in a timely manner. In the future, Mr. C[redacted] needs to stop making promises and then just blowing them off and blaming everyone else, he's the owner and is the ultimate person responsible for proving a positive service experience.

Revdex.com spoke with the business this customer has been refunded.

Jim Clore of Access Mobility Equipment, 8509 Indian Hills Court, Fredericksburg, VA 22407, came to my father's house to price a wheelchair ramp for my disabled mother to get in and out of the house. Mr Clore met with my father and gave him an estimate of $3,487.65 to build the ramp. Mr Clore asked my father for $2,800 up front to purchase the materials to build the ramp. Mr Clore then told my father he would give him a $180 discount if he paid in cash or with a check. My father paid with a check. This was on 11/11/2016 and no ramp was build. After several calls were made by my father to Mr Clore with responses such as a delay excuse, a sick excuse etc, my father asked for his money back. Mr Clore told him on 3 different calls that the check is in the mail. There was no check received in the mail. This is a crime! Praying on and Scamming elderly people out of their money has been reported on your previous website. This man should not be in a business that swindles people out of money. He is a con artist, a swindler, scammer. This business will cheat you out of your money. STAY AWAY!

Better...

Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The offer for the stair lift was refused because it had been six weeks since the order was placed (instead of 5 days as promised), and the equipment had been ordered and installed by another company.Until I have received the full refund by cashier's check for $[redacted], this matter will not be resolved.
Regards,
[redacted]

Revdex.com spoke with the business. The customer has been notified a refund check is being mailed to her and will go out in the mail today.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
This business has a very poor record on replying to emails or phone calls to provide customer service. I have various issues with the stair lifts that this company has provided. I have continual breakdowns or operation issues as well as defective components. I purchased two stair lifts in Sept 2014 for my 92-year-old elderly mother-in-law. Issues started almost at once with defective components and just not working properly. In the past, I've had to file Revdex.com complaints to get this company to respond. So, here I am again. Starting on 9/19/ 2016, I emailed and left cell phone messages every day for one week with no response until I again threatened them with a Revdex.com complaint. The owner, Mr. C[redacted] asked if I would be home on the flowing Monday 9/26/2016. Well, Monday came and went. So, it's 10/7/2016 and 10 business days without any communication of any kind from Mr. C[redacted] and his ACCESS MOBILITY EQUIPMENT company.

Access Mobility Equipment, LLC has been in direct contact with this customer.   This refund will be completed as agreed within 10 business days.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I received a phone call on Nov 17.  I was not at home and returned the phone call that afternoon.  I was not called back.  I called on Nov 18 and was not called back.  I called this morning Nov 21 and have not been called back.I did receive an e-mail on 11 Nov.  But I normally only check my e-mail once a week or every 2 weeks.   I did not receive a phone call on 11 Nov, or any phone calls until 17 Nov.On 18 Nov, I informed the business that I was available on the 18, the 21, and 23 all day, and on the morning of the 22.  Business has not rescheduled installation of the stair lift.The issue is still unresolved.

Mr [redacted],
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.

Mr. [redacted],
Thank you for allowing Access Mobility Equipment to service your needs for the two stairlifts.   As you know, the original price on the stairlifts was to be between [redacted].   I provided you with courtesy discounts related to quantity of two stairlifts purchased...

together.  You initially indicated you would pay with a check so I provided an additional discount and allowed you to keep that discount even though payment was eventually made by credit card instead.   The stairlifts were promised within 2 weeks around April 1 when you placed the order on March 17 via telephone, not March 16th as you indicated.  There was some delay out of my control, as well as a medical reason for the delay.  As a concession to compensate you for the delay, I offered you a credit of 10% for [redacted].    This refund has been processed to your credit card with transaction code 101730.   You should see this within a few days on your statement.   You should also receive an email confirmation at the email address you provided during our transaction.

Access Mobility Equipment has had multiple contacts and repair visits with Mr. [redacted] at his residence.  Our communication has been constant and consistent throughout the process.   We did not make contact with Mr. [redacted] last week because we were closed during the Christmas and New Years...

holidays.[redacted] is the manufacturer of the lifts and ultimately parts warranties are subject to the approval and shipping of [redacted].   [redacted] 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.   [redacted] 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. [redacted] 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 3 years on all parts and 10 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, normal service charges would apply.
The complaint mentions replacement of the lower unit with a heavy duty version.   The [redacted] has a weight capacity of 350 pounds.   There is no heavy duty version with a 450 pound capacity.   The original invoice, brochure provided, and all documents associated with this file clearly state that the [redacted] Stairlifts, one regular rail, and one folding rail were presented, sold, and installed.   There will be no replacement of the entire stairlift.    Mr. [redacted] has been asked repeatedly what his accurate body weight is and we have always been told "around 300 pounds".   The [redacted] is rated for 350 pounds and should be more than adequate if the stated weight of "around 300" is accurate.

There are some points of clarification that should be noted here:Access Mobility Equipment is physically located at [redacted], Suite [redacted] in [redacted], VA [redacted].  There is an office, showroom, and warehouse here.  There absolutely is a bonafide business address...

there. Spotsylvania County does not require a "business license" for small businesses that have annual gross receipts under a certain dollar amount. Therefore, Access Mobility Equipment is not legally required to incur that expense. Mr. [redacted], the actual customer for this stair lift repair and replacement, has indicated that he is perfectly satisfied.  When we were one day, literally one day late for installation, he requested a refund.  That refund was completed [redacted]% and Mrs. [redacted] provided a receipt as proof.Mr [redacted], Mr [redacted]'s daughter, and Mr [redacted]'s son in law have all indicated that this matter has been fully resolved.  It is unclear why Mrs [redacted] is not satisfied since this was completely resolved 7 days ago.Access Mobility Equipment has two phone numbers. They are [redacted] and [redacted], and a personal cell.   It is unclear who these other numbers belong to or what is being implied. Complaint closed and resolved 7 days before this person filed a complaint. Her husband was the actual contracted customer and he has confirmed multiple times that is satisfied with the outcome.

Mr. [redacted],Thank you for allowing Access Mobility Equipment to service your needs for the two stairlifts.   As you know, the original price on the stairlifts was to be between [redacted].   I provided you with courtesy discounts related to quantity of two stairlifts purchased together....

 You initially indicated you would pay with a check so I provided an additional discount and allowed you to keep that discount even though payment was eventually made by credit card instead.   The stairlifts were promised within 2 weeks around April 1 when you placed the order on March 17 via telephone, not March 16th as you indicated.  There was some delay out of my control, as well as a medical reason for the delay.  As a concession to compensate you for the delay, I offered you a credit of 10% for [redacted].    This refund has been processed to your credit card with transaction code 101730.   You should see this within a few days on your statement.   You should also receive an email confirmation at the email address you provided during our transaction.

Revdex.com:
I have reviewed the offer and/or response made by...

the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]i have checked into the tracking number listed on response and there was only a UPS document created and nothing was ever picked up by Ups. He lied about sending us the payment he stated was going to be sent. 
Regards,
[redacted]