Affordable Adaptive Solutions, LLC

Dear Ms***;Thank you very much for your letter of February 21stWe are a bit confused about Mr***'s new concerns with the vertical platform lift (VPL).Yes, we did replace the missing screwsThe wrinkle in the back panel comes from a single point at the panel baseIt appears to be the result of someone using a pry bar or similar implementWhen we see this sort of thing, it typically indicates someone was trying to remove and steal the metal for its scrap value.If Mr*** would like us to replace the panel or to attempt to remove the wrinkle, we can provide a price for that workVandalism is not covered by the manufacturer's warranty(The RAM warranty is normally in effect for months after the date of installationIt expired in mid-2017.)In terms of his complaint about substandard service, yes, we have indicated to him that this was not acceptableThere was no excuse for itReasons, yes, but excuses, no, so we did not offer any excusesThat would have been hypocriticalWe have apologized to him repeatedly and sincerelyWe have taken steps here in the office to insure better service for Mr*** and for all other clients.It is worth noting that one reason we normally provide good service is that with several of us having disabilities, we realize what others experienceAnd it is true that this lapse in service is in part due to one of our own disabilities which is getting worseWe have taken in-house measures to compensate for memory and related issuesWe believe we are on the right track, but we also know that we will be adapting our strategy as time goes on.It is also worth noting that as an initial demonstration of our typical service, when there was a problem matching his existing porch railing with the lift opening, we had a metal gate custom made by a local welderThere was no charge to Mr*** for either the gate or its installation.We have mailed Mr*** a letter apologizing once more and explaining that when he contacts the office, he should ask for SammyShe will be the new point person for him.Please let us know if you have any questions.Very truly yours,Diane ** S***

February 9, 2018*** ***Revdex.comHoliday Drive Suite 220Pittsburgh, PA 15220Re: ***Dear Ms***;Thank you very much for your letter of February 2ndWe are aware of Mr***'s concerns with the vertical platform lift (VPL)He is correct that there have been
on-going issues with it.Mr*** is also correct that we have made time to address every problem as it has arisen, regardless of origin - whether possibly related to the initial mechanical problems or to operating misstepsEven after the installation warranty ended, we never billed for any work until November when the red warning light was on, indicating a power interruption within the homeThis is typically a simple home owner adjustment, turning on the switch.Especially with one of our company partners having a disability impacting his mobility, we are keenly aware of the importance of having a functioning lift for independent living.It is also true that the two missing rear panel screws should never have been an issue to start withThat was clearly our mistakeIt is absolutely true that we should have replaced the screws long before last weekWe did make two prior prompt attempts, but failed for different reasons.It is true that the work order for the screws got lost in the shuffle - most likely because the screws did not impact any aspect of the lift's function or longevityThe request was put on the back burner, and then it was lost until the correct screws arrived from Canada.We have contacted Mr***, admitted our error in replacing the screws in a timely manner, and apologized to himThere is no defense for this omissionWe simply dropped the ball.We also explained to him that internally we have learned quite a bit from this situation so that we can improve our service in the futureThis is not what we expect of ourselvesThis is the type of service that we never want to be on the receiving end of, so we certainly do not wish to the be source of itWe will continue to address any lingering issues with the VPLAnd we continue to encourage the manufacturer to learn from this in order to improve design and technical support.Please feel free to contact us with any questions or concerns.Very truly yours,Diane ** S***

hiin response to the letter from Affordable Adaptive Sol. from Diane.....I had a phone conversation with her on the morning of 2/6/2018. she alerted me that one of the workers was on his way over to replace the missing screws in the cover of the lift. the screws have been missing for + months ? she had no excuse or reason. I asked her why did you wait until they contacted you ? she denied it, the dates on the letter dont add up.... I still am very dissatisfied because although I havent been out in the yard to check out the lift I can see that nothing was done to rectify the bent panel and I didnt get a look at the screws that where put in.she told me that she didnt any of my countless messages I left on her machine. I was told that her messages where sent to her Smart Phone I spoke to Jim one morning....asked him when is the lift gonna get fixed. he said 0 didnt Diane get that . yet ? : he said " no, I am so busy and I have to tell her about that...." I even asked him when will I hear back.... " I will call you today" needless to say I recieved no call that day or any other day...being held up, ignored and purposely pushed to the way side is no way to treat a costumer. especially a costumer that is waiting a few minutes of her/his timeto fix a problem which her caused by not finishing a job that is covered under manufacturers warrenty.maybe you can see why im dissasified, im very glad that the screws are finally replaced, hopefully before any internally damage was done. but the panel that is bent is "rusted" already..I told both jim and diane this..........all I want to do is get these problem taken care of and get on with my life.....for I shouldnt have any problems like I did for the last 1/years.thank you*** ***

Hi   [redacted],yes,  the 2 screws were  finally replaced.   yes  Dianne keeps on apologizing too..   i do not  believe her apology is sincere at all.    she keeps on telling untruths  and not admitting them  even when I offer proof.I have lived at this address for over 25 years ,  neighbors take pride  in their homes, yards etc.    I have never , ever seen, witnessed  or heard of any vandalism close by.  I guess Dianne never thought of the over 5 months  the panels where  incorrectly mounted since september or 2017.    the panels could have been correctly  all  that wouldve taken was a 10 minute job.        yes all of this couldve been avoided if the screws wouldve been replaced the same day .  here we go again........on my front porch  they wanted to hang this "baby gate"  to protect from falling through the railing....  they pulled this "baby gate"  from a box from wal mart  or some discount store.     i asked them if they wanted to use my railing that they had cut out have some hinges put on it  and use that?       well  obviously they never thought of it.  they loved the idea .   it was free.   the guy who welded it was Dianes  x-husband.     and he did a beautiful job  to boot!     if thelike I said before.......I just want to get this done and get on with my life.Honesty is the best policy.is it time to take it to another venue.?she is doining alot of apologizing but no action.thank you for your assistance[redacted]  **