Access Mobility Equipment

Review: We purchase a pair of lifts form Access Mobility in Sept. 2014. These were sold as 350# capability and the lower one has an automatic leg for contact with the floor. From the start the auto leg section did work properly causing the chair to stop at the transition point between the two. The section was replaced once, but that didn't fix the issue. I was also informed (for the first time) that we had the only auto unit and that was news to us.

I've spent the last year sending emails and leaving messages to get the company out to fix the issue. I've has various promises of service with no actual visits. I was told over 6 months ago they had a fix, but no repair visit. I've had parts break as well as various parts failing off the unit. The Owner Jim C[redacted] has been my contact point [redacted]. However, he has a very poor follow-up record on calls and broken promises to perform what he has stated he would do.Desired Settlement: I want the following as a Minimum:

1) Total replacement of lower unit with the heavy duty #450 unit that was promised and get it successfully working.

2) Repair/service on upper unit that is now also having various issue and alarms and replace broken pieces.

3) Written Extension of the service contract on both units for two additional years since I've had poor service and long standing "OPEN" items.

Business

Response:

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.

Review: ON 8/15/2015 WE CONTACTED MR. JIM C[redacted], OWNER OF ACCESS MOBILITY EQUIPMENT TO REQUEST A QUOTE ON A COMMERCIAL DOOR OPENER SYSTEM, WE RECEIVED HIS QUOTE ON 8/18/2015 AND APPROVED IT. HE REQUESTED A PAYMENT IN ADVANCE FOR $2650 DOLLARS IN ORDER TO PAY FOR THE PARTS, THE PAYMENT WAS SENT ON 8/19/2015 FOR THE AMOUNT HE REQUESTED, AND WE WERE TOLD THAT IT WILL TAKE 2 WEEKS TO GET THE PARTS AND INSTALL THEM. WE CONTACT MR JIM C[redacted] SEVERAL TIMES AFTER THE 2 WEEKS PASSED AND WAS NOT REACHABLE, MANY WEEKS PASSED BY AND AFTER USING A DIFFERENT PHONE NUMBER TO CONTACT HIM, HE PICKED UP THE PHONE AND CONFIRMED THAT THE INSTALLATION WAS TAKING PLACE FEW DAYS LATER, MANY WEEKS CAME BY AND HE WAS NOT RESPONSIVE TO OUR PHONE CALLS AND EMAILS. HE FINALLY SEND US AN EMAIL ASKING FOR MORE TIME DUE TO SICKNESS, I NOTICED THAT HE USES THIS EXCUSE WITH OTHER UN HAPPY CLIENTS. HE FINALLY SAID THAT HE WILL REFUND THE MONEY IN ONE WEEK BUT IT HAS BEEN MORE THAN A MONTH SINCE THAT. WE NEED TO GET OUR MONEY BACK AS SOON AS POSSIBLE, WE HAVE CLIENTS THAT COME TO OUR BUILDING FOR PHYSICAL THERAPY AND CANT KEEP WAITING ON HIM. HE IS VERY UNPROFESSIONAL.Desired Settlement: GET OUR MONEY BACK IN FULL WITHIN THE NEXT FEW DAYS.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Access Mobility Equipment, LLC regarding complaint ID [redacted].

Regards,

[redacted] The customer contacted Revdex.com and stated the business had not responded to this complaint.

My experience with Access Mobility Equipment and [redacted] has been a very good one to say the least. I contacted the company for installation of a metal wheelchair ramp at my home after my husband broke his ankle. He is a dialysis patient and is in an overall weakened condition due to those and more health issues. [redacted] was courteous, timely and delivered all when promised. I found their pricing to be fair for the work done. Followup has been great as well.

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.