My mother, [redacted], was a patient at Palm Garden, who was discharged on August 6th 2014. Prior to her release on Wednesday, July 30th, her necessary equipment, hospital bed, Hoyer lift, feeding tube (with all supplies), wheelchair and shower wheelchair, was ordered. A promise to be delivered, by the Palm Garden caseworker, [redacted], was for the following Friday. On Friday, the only thing that was delivered was the Hoyer lift. The driver informed me that he knew nothing about the other equipment. I called [redacted] at Palm Garden, and she inquired as to what had happened with the other equipment. [redacted] stated that, after speaking to them, the equipment would be delivered the next day, on Saturday. On Saturday, all that was delivered was the hospital bed, and the driver stated that he did not know anything about the rest of the equipment (feeding tube & supplies, wheelchair & shower wheelchair). Medicare was not paying for shower wheelchair, but I provided my credit card number. [redacted]
On Monday I saw [redacted], who didnât understand why the rest of the equipment had not come, as promised, for Saturday. [redacted] contacted [redacted] and the office, inquiring as to what had happened. We were informed the equipment would come later that day. At 3pm I called the office to find out the status of the delivery, and was told about 5pm. At 5:30 the equipment still had not arrived and I called the office and was informed the driver was at his last delivery prior to mine, and was delayed by the weather. I was assured the essential, necessary equipment, would arrive that night. Two hours later, at 7:30 pm, the equipment still had not arrived, I called the office but they were now closed. I reached [redacted] on his cellphone and he said he would call the driver to find out the status of my delivery. One half hour passed, and it was now 8pm, nothing was heard back from Mr. [redacted] or any representative of the company. I called Mr. [redacted] the call went directly to voicemail, and I left a message expressing my disappointment at their lack of communication in informing me about my delivery, which was essential to my motherâs survival upon her return home. The next day I again informed [redacted] as to the failure of delivery, and communication from the company. [redacted] called, regarding the status, while I sat in her office. She was told that the delivery did not come due to weather. She also could not find out he status of the delivery.
A few hours later [redacted] finally heard that the equipment would come later, on Tuesday, the 5th. I called the company at 3pm and was told the delivery will come around 5pm. I asked the representative, on the phone, "Will all my missing equipment, including the wheelchair, and the shower wheel chair, (which I provided them with a credit card for payment), be on the delivery. I was assured everything would be on the truck. I repeated my items to the representative (feeding tube, supplies and both wheelchairs. I was told that everything was coming. At 5pm the driver arrived and came in with the feeding- tube equipment, and I asked if he needed to make another trip with the two wheelchairs. He responded that he did not have them because they were on back order, and would take a few days. I told him that I had spoken to his office, and was guaranteed this arrival day because my mother was due to be released the following morning. We needed a wheelchair to get her home. Again the driver repeated that he did not have the chairs because they were on back order.
Why was I not informed about this at 3pm when I spoke to the company? It was now after 5pm on Tuesday night, and my mother is being released in the morning. Your company did not deliver a wheelchair, as promised, for me to take her home, let alone the shower wheelchair that I paid out of pocket and was not delivered either. I immediately called [redacted], the social worker at Palm Garden, also was actively involved in my equipment process, and who was aware of the promises made on equipment arrival. She made a call and found another company open that had my much-needed wheelchair. I raced over to get the chair and saw that they had a shower wheelchair as well, and purchased it, as well. First thing Wednesday morning, I called your company to cancel the order of both wheelchairs, and was put on hold. I was on hold for ten minutes, and no one came to the phone. I hung up and called again, saying I wanted to cancel, and was put on hold again. No one came to the phone, so I hung up again, called once more, and this time it went to voicemail. I left a message that I wanted to cancel both chairs.
The next afternoon, after my mother had already arrived home, I was surprised when both wheelchairs arrived. I promptly rejected the order telling the driver that I canceled it the previous day. The next day, reviewing my online bank statement, I noticed a charge for the shower wheelchair of $350.00 and I immediately called your company. I was put on hold being redirected to another party. I informed the lady who came on the phone of the previous weekâs problems with getting the equipment, and I had to go out and purchase, in a rush, a wheelchair in order to get my wheelchair bound mother home, and purchased the shower wheelchair at the same time. I continued and informed the representative that I cancelled the order on Wednesday, because my mother was home and I was no longer in need of the equipment. I didnât receive any apology for any inconvenience, and was told I would have to pay a $90 restocking fee for the wheelchair I canceled before delivery that was not delivered on time. Your representative continued to say I would be charged a restocking fee. I also told her that I had received another bed that was completely electric and wanted her to make arrangements to have their bed picked up. Her response was that she was going to talk to her supervisor about dropping my whole account, which included the much-required food for the feeding tube. I responded that I never once asked to drop them from serving my mother her needed food. We continued for another minute about the restocking fee, and since I was not getting anywhere with her, I ended the call with her saying she would only credit my account $260, and it would take two to three business days.
I waited four business days (Thursday), and when the money was not credited to my card, I called again and the phone representative informed me that she just finished putting it through. I thanked her, and the following week the money was still not there. After the third business day, I called again, and was told again that it was just put through. So now I was lied to again, after many false promises of delivery dates on needed equipment, and promises of when my account would be credited. This time, after two days, my account was credited $260.00 (not $360) since your company refused to credit me all my money. Your company is extremely unprofessional with its business practices, and how they talk to customers. [redacted], at Palm Garden, is completely aware of the companyâs unprofessionalism in all areas. [redacted] knew about my problems, and did nothing to rectify them, as did your representative on the phone, who charged me a $90 restocking fee. The other company, that assisted me with the wheelchairs in a rush, asked me to inform [redacted] the extent of their assistance, and I did just that. I hope that [redacted] never uses your company again. They lied and did not appreciate my business.
My mother, [redacted], was a patient at Palm Garden, who was discharged on August 6th 2014. Prior to her release on Wednesday, July 30th, her necessary equipment, hospital bed, [redacted] lift, feeding tube (with all supplies), wheelchair and shower wheelchair, was ordered. A promise to be delivered, by the Palm Garden caseworker, [redacted], was for the following Friday. On Friday, the only thing that was delivered was the Hoyer lift. The driver informed me that he knew nothing about the other equipment. I called [redacted] at Palm Garden, and she inquired as to what had happened with the other equipment. [redacted] stated that, after speaking to them, the equipment would be delivered the next day, on Saturday. On Saturday, all that was delivered was the hospital bed, and the driver stated that he did not know anything about the rest of the equipment (feeding tube & supplies, wheelchair & shower wheelchair). Medicare was not paying for shower wheelchair, but I provided my credit card number. [redacted]
On Monday I saw [redacted], who didnât understand why the rest of the equipment had not come, as promised, for Saturday. [redacted] contacted [redacted] and the office, inquiring as to what had happened. We were informed the equipment would come later that day. At 3pm I called the office to find out the status of the delivery, and was told about 5pm. At 5:30 the equipment still had not arrived and I called the office and was informed the driver was at his last delivery prior to mine, and was delayed by the weather. I was assured the essential, necessary equipment, would arrive that night. Two hours later, at 7:30 pm, the equipment still had not arrived, I called the office but they were now closed. I reached [redacted] on his cellphone and he said he would call the driver to find out the status of my delivery. One half hour passed, and it was now 8pm, nothing was heard back from Mr. [redacted] or any representative of the company. I called Mr. [redacted] the call went directly to voicemail, and I left a message expressing my disappointment at their lack of communication in informing me about my delivery, which was essential to my motherâs survival upon her return home. The next day I again informed [redacted] as to the failure of delivery, and communication from the company. [redacted] called, regarding the status, while I sat in her office. She was told that the delivery did not come due to weather. She also could not find out he status of the delivery.
A few hours later [redacted] finally heard that the equipment would come later, on Tuesday, the 5th. I called the company at 3pm and was told the delivery will come around 5pm. I asked the representative, on the phone, "Will all my missing equipment, including the wheelchair, and the shower wheel chair, (which I provided them with a credit card for payment), be on the delivery. I was assured everything would be on the truck. I repeated my items to the representative (feeding tube, supplies and both wheelchairs. I was told that everything was coming. At 5pm the driver arrived and came in with the feeding- tube equipment, and I asked if he needed to make another trip with the two wheelchairs. He responded that he did not have them because they were on back order, and would take a few days. I told him that I had spoken to his office, and was guaranteed this arrival day because my mother was due to be released the following morning. We needed a wheelchair to get her home. Again the driver repeated that he did not have the chairs because they were on back order.
Why was I not informed about this at 3pm when I spoke to the company? It was now after 5pm on Tuesday night, and my mother is being released in the morning. Your company did not deliver a wheelchair, as promised, for me to take her home, let alone the shower wheelchair that I paid out of pocket and was not delivered either. I immediately called [redacted], the social worker at Palm Garden, also was actively involved in my equipment process, and who was aware of the promises made on equipment arrival. She made a call and found another company open that had my much-needed wheelchair. I raced over to get the chair and saw that they had a shower wheelchair as well, and purchased it, as well. First thing Wednesday morning, I called your company to cancel the order of both wheelchairs, and was put on hold. I was on hold for ten minutes, and no one came to the phone. I hung up and called again, saying I wanted to cancel, and was put on hold again. No one came to the phone, so I hung up again, called once more, and this time it went to voicemail. I left a message that I wanted to cancel both chairs.
The next afternoon, after my mother had already arrived home, I was surprised when both wheelchairs arrived. I promptly rejected the order telling the driver that I canceled it the previous day. The next day, reviewing my online bank statement, I noticed a charge for the shower wheelchair of $350.00 and I immediately called your company. I was put on hold being redirected to another party. I informed the lady who came on the phone of the previous weekâs problems with getting the equipment, and I had to go out and purchase, in a rush, a wheelchair in order to get my wheelchair bound mother home, and purchased the shower wheelchair at the same time. I continued and informed the representative that I cancelled the order on Wednesday, because my mother was home and I was no longer in need of the equipment. I didnât receive any apology for any inconvenience, and was told I would have to pay a $90 restocking fee for the wheelchair I canceled before delivery that was not delivered on time. Your representative continued to say I would be charged a restocking fee. I also told her that I had received another bed that was completely electric and wanted her to make arrangements to have their bed picked up. Her response was that she was going to talk to her supervisor about dropping my whole account, which included the much-required food for the feeding tube. I responded that I never once asked to drop them from serving my mother her needed food. We continued for another minute about the restocking fee, and since I was not getting anywhere with her, I ended the call with her saying she would only credit my account $260, and it would take two to three business days.
I waited four business days (Thursday), and when the money was not credited to my card, I called again and the phone representative informed me that she just finished putting it through. I thanked her, and the following week the money was still not there. After the third business day, I called again, and was told again that it was just put through. So now I was lied to again, after many false promises of delivery dates on needed equipment, and promises of when my account would be credited. This time, after two days, my account was credited $260.00 (not $360) since your company refused to credit me all my money. Your company is extremely unprofessional with its business practices, and how they talk to customers. [redacted], at Palm Garden, is completely aware of the companyâs unprofessionalism in all areas. [redacted] knew about my problems, and did nothing to rectify them, as did your representative on the phone, who charged me a $90 restocking fee. The other company, that assisted me with the wheelchairs in a rush, asked me to inform [redacted] the extent of their assistance, and I did just that. I hope that [redacted] never uses your company again. They lied and did not appreciate my business.
My mother, [redacted], was a patient at Palm Garden, who was discharged on August 6th 2014. Prior to her release on Wednesday, July 30th, her necessary equipment, hospital bed, Hoyer lift, feeding tube (with all supplies), wheelchair and shower wheelchair, was ordered. A promise to be delivered, by the Palm Garden caseworker, [redacted], was for the following Friday. On Friday, the only thing that was delivered was the Hoyer lift. The driver informed me that he knew nothing about the other equipment. I called [redacted] at Palm Garden, and she inquired as to what had happened with the other equipment. [redacted] stated that, after speaking to them, the equipment would be delivered the next day, on Saturday. On Saturday, all that was delivered was the hospital bed, and the driver stated that he did not know anything about the rest of the equipment (feeding tube & supplies, wheelchair & shower wheelchair). Medicare was not paying for shower wheelchair, but I provided my credit card number. [redacted]
On Monday I saw [redacted], who didnât understand why the rest of the equipment had not come, as promised, for Saturday. [redacted] contacted [redacted] and the office, inquiring as to what had happened. We were informed the equipment would come later that day. At 3pm I called the office to find out the status of the delivery, and was told about 5pm. At 5:30 the equipment still had not arrived and I called the office and was informed the driver was at his last delivery prior to mine, and was delayed by the weather. I was assured the essential, necessary equipment, would arrive that night. Two hours later, at 7:30 pm, the equipment still had not arrived, I called the office but they were now closed. I reached [redacted] on his cellphone and he said he would call the driver to find out the status of my delivery. One half hour passed, and it was now 8pm, nothing was heard back from Mr. [redacted] or any representative of the company. I called Mr. [redacted] the call went directly to voicemail, and I left a message expressing my disappointment at their lack of communication in informing me about my delivery, which was essential to my motherâs survival upon her return home. The next day I again informed [redacted] as to the failure of delivery, and communication from the company. [redacted] called, regarding the status, while I sat in her office. She was told that the delivery did not come due to weather. She also could not find out he status of the delivery.
A few hours later [redacted] finally heard that the equipment would come later, on Tuesday, the 5th. I called the company at 3pm and was told the delivery will come around 5pm. I asked the representative, on the phone, "Will all my missing equipment, including the wheelchair, and the shower wheel chair, (which I provided them with a credit card for payment), be on the delivery. I was assured everything would be on the truck. I repeated my items to the representative (feeding tube, supplies and both wheelchairs. I was told that everything was coming. At 5pm the driver arrived and came in with the feeding- tube equipment, and I asked if he needed to make another trip with the two wheelchairs. He responded that he did not have them because they were on back order, and would take a few days. I told him that I had spoken to his office, and was guaranteed this arrival day because my mother was due to be released the following morning. We needed a wheelchair to get her home. Again the driver repeated that he did not have the chairs because they were on back order.
Why was I not informed about this at 3pm when I spoke to the company? It was now after 5pm on Tuesday night, and my mother is being released in the morning. Your company did not deliver a wheelchair, as promised, for me to take her home, let alone the shower wheelchair that I paid out of pocket and was not delivered either. I immediately called [redacted], the social worker at Palm Garden, also was actively involved in my equipment process, and who was aware of the promises made on equipment arrival. She made a call and found another company open that had my much-needed wheelchair. I raced over to get the chair and saw that they had a shower wheelchair as well, and purchased it, as well. First thing Wednesday morning, I called your company to cancel the order of both wheelchairs, and was put on hold. I was on hold for ten minutes, and no one came to the phone. I hung up and called again, saying I wanted to cancel, and was put on hold again. No one came to the phone, so I hung up again, called once more, and this time it went to voicemail. I left a message that I wanted to cancel both chairs.
The next afternoon, after my mother had already arrived home, I was surprised when both wheelchairs arrived. I promptly rejected the order telling the driver that I canceled it the previous day. The next day, reviewing my online bank statement, I noticed a charge for the shower wheelchair of $350.00 and I immediately called your company. I was put on hold being redirected to another party. I informed the lady who came on the phone of the previous weekâs problems with getting the equipment, and I had to go out and purchase, in a rush, a wheelchair in order to get my wheelchair bound mother home, and purchased the shower wheelchair at the same time. I continued and informed the representative that I cancelled the order on Wednesday, because my mother was home and I was no longer in need of the equipment. I didnât receive any apology for any inconvenience, and was told I would have to pay a $90 restocking fee for the wheelchair I canceled before delivery that was not delivered on time. Your representative continued to say I would be charged a restocking fee. I also told her that I had received another bed that was completely electric and wanted her to make arrangements to have their bed picked up. Her response was that she was going to talk to her supervisor about dropping my whole account, which included the much-required food for the feeding tube. I responded that I never once asked to drop them from serving my mother her needed food. We continued for another minute about the restocking fee, and since I was not getting anywhere with her, I ended the call with her saying she would only credit my account $260, and it would take two to three business days.
I waited four business days (Thursday), and when the money was not credited to my card, I called again and the phone representative informed me that she just finished putting it through. I thanked her, and the following week the money was still not there. After the third business day, I called again, and was told again that it was just put through. So now I was lied to again, after many false promises of delivery dates on needed equipment, and promises of when my account would be credited. This time, after two days, my account was credited $260.00 (not $360) since your company refused to credit me all my money. Your company is extremely unprofessional with its business practices, and how they talk to customers. [redacted], at Palm Garden, is completely aware of the companyâs unprofessionalism in all areas. [redacted] knew about my problems, and did nothing to rectify them, as did your representative on the phone, who charged me a $90 restocking fee. The other company, that assisted me with the wheelchairs in a rush, asked me to inform [redacted] the extent of their assistance, and I did just that. I hope that [redacted] never uses your company again. They lied and did not appreciate my business.
My mother, [redacted], was a patient at Palm Garden, who was discharged on August 6th 2014. Prior to her release on Wednesday, July 30th, her necessary equipment, hospital bed, [redacted] lift, feeding tube (with all supplies), wheelchair and shower wheelchair, was ordered. A promise to be delivered, by the Palm Garden caseworker, [redacted], was for the following Friday. On Friday, the only thing that was delivered was the Hoyer lift. The driver informed me that he knew nothing about the other equipment. I called [redacted] at Palm Garden, and she inquired as to what had happened with the other equipment. [redacted] stated that, after speaking to them, the equipment would be delivered the next day, on Saturday. On Saturday, all that was delivered was the hospital bed, and the driver stated that he did not know anything about the rest of the equipment (feeding tube & supplies, wheelchair & shower wheelchair). Medicare was not paying for shower wheelchair, but I provided my credit card number. [redacted]
On Monday I saw [redacted], who didnât understand why the rest of the equipment had not come, as promised, for Saturday. [redacted] contacted [redacted] and the office, inquiring as to what had happened. We were informed the equipment would come later that day. At 3pm I called the office to find out the status of the delivery, and was told about 5pm. At 5:30 the equipment still had not arrived and I called the office and was informed the driver was at his last delivery prior to mine, and was delayed by the weather. I was assured the essential, necessary equipment, would arrive that night. Two hours later, at 7:30 pm, the equipment still had not arrived, I called the office but they were now closed. I reached [redacted] on his cellphone and he said he would call the driver to find out the status of my delivery. One half hour passed, and it was now 8pm, nothing was heard back from Mr. [redacted] or any representative of the company. I called Mr. [redacted] the call went directly to voicemail, and I left a message expressing my disappointment at their lack of communication in informing me about my delivery, which was essential to my motherâs survival upon her return home. The next day I again informed [redacted] as to the failure of delivery, and communication from the company. [redacted] called, regarding the status, while I sat in her office. She was told that the delivery did not come due to weather. She also could not find out he status of the delivery.
A few hours later [redacted] finally heard that the equipment would come later, on Tuesday, the 5th. I called the company at 3pm and was told the delivery will come around 5pm. I asked the representative, on the phone, "Will all my missing equipment, including the wheelchair, and the shower wheel chair, (which I provided them with a credit card for payment), be on the delivery. I was assured everything would be on the truck. I repeated my items to the representative (feeding tube, supplies and both wheelchairs. I was told that everything was coming. At 5pm the driver arrived and came in with the feeding- tube equipment, and I asked if he needed to make another trip with the two wheelchairs. He responded that he did not have them because they were on back order, and would take a few days. I told him that I had spoken to his office, and was guaranteed this arrival day because my mother was due to be released the following morning. We needed a wheelchair to get her home. Again the driver repeated that he did not have the chairs because they were on back order.
Why was I not informed about this at 3pm when I spoke to the company? It was now after 5pm on Tuesday night, and my mother is being released in the morning. Your company did not deliver a wheelchair, as promised, for me to take her home, let alone the shower wheelchair that I paid out of pocket and was not delivered either. I immediately called [redacted], the social worker at Palm Garden, also was actively involved in my equipment process, and who was aware of the promises made on equipment arrival. She made a call and found another company open that had my much-needed wheelchair. I raced over to get the chair and saw that they had a shower wheelchair as well, and purchased it, as well. First thing Wednesday morning, I called your company to cancel the order of both wheelchairs, and was put on hold. I was on hold for ten minutes, and no one came to the phone. I hung up and called again, saying I wanted to cancel, and was put on hold again. No one came to the phone, so I hung up again, called once more, and this time it went to voicemail. I left a message that I wanted to cancel both chairs.
The next afternoon, after my mother had already arrived home, I was surprised when both wheelchairs arrived. I promptly rejected the order telling the driver that I canceled it the previous day. The next day, reviewing my online bank statement, I noticed a charge for the shower wheelchair of $350.00 and I immediately called your company. I was put on hold being redirected to another party. I informed the lady who came on the phone of the previous weekâs problems with getting the equipment, and I had to go out and purchase, in a rush, a wheelchair in order to get my wheelchair bound mother home, and purchased the shower wheelchair at the same time. I continued and informed the representative that I cancelled the order on Wednesday, because my mother was home and I was no longer in need of the equipment. I didnât receive any apology for any inconvenience, and was told I would have to pay a $90 restocking fee for the wheelchair I canceled before delivery that was not delivered on time. Your representative continued to say I would be charged a restocking fee. I also told her that I had received another bed that was completely electric and wanted her to make arrangements to have their bed picked up. Her response was that she was going to talk to her supervisor about dropping my whole account, which included the much-required food for the feeding tube. I responded that I never once asked to drop them from serving my mother her needed food. We continued for another minute about the restocking fee, and since I was not getting anywhere with her, I ended the call with her saying she would only credit my account $260, and it would take two to three business days.
I waited four business days (Thursday), and when the money was not credited to my card, I called again and the phone representative informed me that she just finished putting it through. I thanked her, and the following week the money was still not there. After the third business day, I called again, and was told again that it was just put through. So now I was lied to again, after many false promises of delivery dates on needed equipment, and promises of when my account would be credited. This time, after two days, my account was credited $260.00 (not $360) since your company refused to credit me all my money. Your company is extremely unprofessional with its business practices, and how they talk to customers. [redacted], at Palm Garden, is completely aware of the companyâs unprofessionalism in all areas. [redacted] knew about my problems, and did nothing to rectify them, as did your representative on the phone, who charged me a $90 restocking fee. The other company, that assisted me with the wheelchairs in a rush, asked me to inform [redacted] the extent of their assistance, and I did just that. I hope that [redacted] never uses your company again. They lied and did not appreciate my business.