Aging in the Home Remodelers

*** *** purchased our product and agreed to schedule the installation for September 29th, The installation took place as scheduled and completed on September 30th, At time of installation the electrical portion was discussed in lengthThe fact that the building is concrete the electric
had to be installed on the interior walls/ceiling and required an additional panel box to meet codeWe discussed this with the customer at time of installation and they allowed us to proceed with the installationAttached are the actual notes from our customer database: After much debate, we offered the customer a discount of *** so they can paint and complete some cosmetics to their liking with the expectation that we send a final settlement agreement to them to sign and return to AIHRTo date, we have not received the signed final settlement agreement discounting the $***as previously offeredThe product has been installed and in working condition since September 30th, AIHR has met all contractual obligations and have gone above and beyond by offering a discount to the customerOur previous offer still stands, once we receive the signed settlement agreement we will refund the customer ***

At the time of the call, Aging In The Home Remodelers could not expedite a technician to the client's residenceWe offeredto walk through some trouble-shooting steps while confirming a date and time for repairs, the client refusedWe completeda home visit at the earliest availability, replaced a
battery for the lift at no charge and lift is now operableNo other issuesto report at this time

[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,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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,
*** ***
It was a pleasure speaking with you the other dayPer our conversation, my father had four requestFull refundChair removedStairs repaired where their product has damaged themCompensation for trouble only the first two of those four have been fulfilled.Thanks you so much*** *** *** ** *** ***

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 me if the company actually performs the repairs The company has not performed the repairs to my dad's chairlift at this date I 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,
*** ***

I received the complaint from Ms*** I'm very sorry to hear about these issues There was a message from early April that she had contacted someone in our office, and in looking through our notes, that person forwarded the message on, or thought she did However, it appears
the message didn't get relayed properly The last contact prior to that was last December As far as her solution to take the tub out and return her money, unfortunately we cannot do that as this is a custom construction project However, we definitely should make sure there are no issues, and I will do whatever I can to make sure any issues are resolved.I will contact her today and get the ball rolling on fixing whatever the issues may be as quickly as possible Thank you

Cameron J*** from AIHR spoke with the customer on January 18th, and discussed ordering the new shower panels which take a few weeks to receive. Another telephone conversation took place on February 2nd, indicating the new panels have arrived.Our installer is scheduled to correct
the panel issues the week of February 13th, along with one of our Senior employees David A***Cameron has provided his personal extension in the event the customer has any further questions regarding the panel repair

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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,
*** ***
The customer contacted Revdex.com and said she has not heard from the business regarding their offer to have a professional come out and resolve the issueShe has also not been contacted regarding the refund they offered

The original terms & conditions agreed to by Mr *** included removal of the stairlift & 100% refundThey did not include any repair or replacement of the stair treadsHowever, given Mr ***'s request, we once again reiterate our offer to assist with stair tread repair & are happy to move forward with getting an estimate to repair the treads

AIHR will process the refund in the agreed upon amount today via the same credit card that was utilized for the initial payments

Mr*** did in fact purchase a curved stair lift from AIHR which was installed in April The curve lift comes with a 12-month labor warranty from AIHR and the manufacturer provides a lifetime parts warrantyUnfortunately, this unit did in fact have some mechanical issues
over the duration of the installation which AIHR did address multiple times under the contractual warrantyIn September of the customer contacted AIHR with another service related issueAt this point, the customer was out of warranty with AIHR so we recommended they contact the manufacturer so they could take advantage of the manufacturer warranty which was still in existenceTo date, it is my understanding that the manufacturer replaced the entire unit on November 8th, for this customer under the manufacturer warrantyAIHR National Director of Sales spoke with Mr*** last night in regards to the history of his purchase and offered a $discountMr*** rejected this offer and stated he should receive a full refund of the total cost from AIHR as he now has a new product from the manufacturerAIHR will not agree to a full refund to Mr*** as the manufacturer replaced the unit due to multiple mechanical defectsAIHR installs hundreds of units each month with the intention of changing people’s lives and provide independence to our customers with the ability to remain free of assistance in their own homes!

We (I) have been in touch personally with B*** *** and we have offered her a solution and she needs to speak to her fatherShe advised that it may take a couple of days to get back to us and we are good with that ...but do hope to resolve this very soonOur conversation was
amenable and productive and will post our final resolution as soon as we have this completely resolvedThank you*** *** * ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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,
*** ***
We demand a full refund in the amount of $19, and immediate removal of EasyClimber as it is a hazard stuck in middle of stairsRepairs will not solve the problems with this defective EasyClimber product. It continues to break down after repairs are made and AIHR does not have personnel that know how to fix it. The product is defective. Batteries die, charging system not working properly, amp fuses blowing and metal shavings on floor from operation of chair on rail leaving sharp edeges that are unsafe1st failure - 2/6/16. Out of service 2/6/to 2/26/16, days. Batteries and broken part on charging system2nd failure - 3/23/16. Out of service 3/23/16, day. Battery and charging station related failure3rd failure - 7/12/16. Out of service 7/12/to 7/16/16, days. amp fuses blown4th failure - 8/18/16. Out of service 8/18/to 8/21/16, days. amp fuses blown, repairman said something wrong with chair or charging system5th failure - 8/23/16. Out of service 8/23/to date, days and counting. Light blinking and chair stuck in the middle of stairs. Company would not send out repairman and all numbers given to call for repair were companies that do not repair the EasyClimberIt is blatantly clear by all these failures that EasyClimber is defective and that AIHR cannot service product when it needs repair and does not have personnel to service product in a timely fashion. My mother has ALS and needs to get crucial medical treatment for her illnessI believe the Lemon Law appliesLemon Laws were structured since the 1980s in order to protect the buyers of new and used motor vehicles. Lemon Law can be obligatory on any type of vehicle including a car, truck, van, SUV, motorcycle, boat or computer, motorized wheelchairs, electric scooters and other assistive devices used by kisabled persons, et. In case any of these consumer durables or property is found to be flawed, then the consumer is entitled for either money back, replacement or a case settlementAIHR refuses to acknowledge and take accountability, and responsibility for this grossly defective product and does not have qualified personnel to respond or repair in timely fashion. This is a $19, product that is brand new and does not work.
The only acceptable remedy is to refund fully $19, and remove product immediately. I will be faxing all documents related to purchase, detailed notes of calls to AIHR for repairs, who was spoken to and other information I have in my possession to Revdex.com fax #***. We will continue our efforts and do whatever it takes to get this resolved

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Just when it seems I have seen the lowest a company can go, I read the absolute lie you posted with the Revdex.comEverything stated is a lie! MrM*** or whoever wrote this reply, twisted honest information and took NO responsibility for AIHRs non-actionThankfully, I have emails, instant messages, and photos to PROVE my side is the truth! Let’s address a few items in your Revdex.com replyMost telling is the absolute fabrication of, "Unfortunately, this unit did in fact have some mechanical issues over the duration of the installation which AIHR did address multiple times under the contractual warranty.” How low can you people go! Blaming the manufacturer when this is all due to the ineptness of the installers you company hired! For clarity, let’s talk about how your company "addressed my problem ‘multiple’ times.” Let’s review the FACTS:Trip occurred due to the FACT the technician HAD TO! They HAD to come back since they had order and wait for a replacement drive motorYou see, the installers ordered a new one since they claimed the initial one was damaged in shipmentThe more I am thinking about even that, it was probably not damaged in shipment in so much by the ineptness of the contracting crew that your company hiredTrip occurred several months later after our making multiple calls to complain about the terrible grinding noise the unit was makingThe technician drove all the way up from Houston, Texas only to inform us he would need to order partsYou see, the roller bearing were SHOT due to all the METAL SHAVINGS clogging them upThose metal shavings were beginning to show all along the stairwell underneath the rail systemWhen we showed him the etched rails, your inept installer excused it stating it was all ‘wear and tear' and that we should expect to replace the bearings every 6-months! THAT is when I knew for sure something was definitely wrong and began making calls for help with AIHR Trip 3, the LAST trip, was when the technician came to install the new bearingsTHE PROBLEM CAME RIGHT BACK since he failed to even clean up the metal shavings on the rail!Let’s talk about AIHRs company warranty next and who contacted who about being concerned about itAs I mentioned, within a few DAYS, the grinding noise resumed and actually became worseFor over two months, I played ’tag’ with the installerHe would state he was coming, then notHe would state he was having issues getting partsHe would then state how he would add me to his next trip up where he was installing a unit near usHe used that one two times and both times, when I called him, and I ALWAYS was the one calling him, he would state how the job took longer and he had to drive back to HoustonFinally, the installer simply quit responding to my callsThat is when I finally spoke to someone who provided with MrK***’s contact informationShe stated he was the regional manager over the folks AIHR contracts with to do their installsMrK*** was always professional and had a soft tone in his discussionsOn the initial few calls, he asked that I allow him to reach out to the technician in Houston to see what was going onFinally, when I APPROACHED MrK*** ABOUT MY WARRANTY BEING A MAJOR CONCERN since I was only a few months from it being over and HOW TIME WAS TICKING AWAY, he shared that the technician in Houston would not be coming up; EVER! Then, he shared how AIHR was no longer selling of servicing *** productsI was absolutely taken back since MONTHS had gone by! SHOCKED, I pressed him on the fact I had a BINDING contract and warrantyMrK*** ASSURED ME that I had NOTHING to be concerned about since I would be TOTALLY COVERED by AIHR due to FACT the SAME ISSUE was STILL occurringNow if you are wondering if you can lie out of this, I would be careful. Let’s talk about your weak attempt to save face by implying that,"AIHR installs hundreds of units each month with the intention of changing people’s lives and provide independence to our customers with the ability to remain free of assistance in their own homes!” The exclamation point was even more patheticYou implied in that statement that AIHR installs hundreds of *** products each monthIn truth, you might install other manufacturers products, but you slyly left that outYou lost your contract with *** a while back, remember! Or, did MrK*** lie? He unlike most of the others there I have spoken to, seemed like an honest manOne who really has heart and wants to do rightUnfortunately, I will never really knowGod will thoughLet’s talk lastly about the $amount thrown out by MrM***MrM*** knows what I statedHECK! PROOF of what I stated in this call to him is even in FIRST SENTENCE my last email to AIHR! MrM*** kept pressing me for what I thought was fair and what I believed would be the right thing to doI kept re-iterating what I have stated over and over to himI would expect the big company to provide that versus asking the customerI also reiterated that, if things were left to me, I would want ALL my money back since I no longer had the product they installedAfter all, AIHR DID NOTHING to satisfy my problem!!! ANOTHER COMPANY DID! Why should they expect to keep what IS NOT THEIRS! Of course, we both agreed THAT would never happen! (Of course our reasoning behind why was probably degrees apart!)More specifically, when I asked MrM*** how he arrived at that $amount, he told me, yes told me, that it was based on MY amounts providedI explained, as I have done several times previously, that I have NO CLUE except for what I believed was the the basic $cost of the raw oak stair treads and my $repair bill paid to the other companyI have not priced new raw treads or ANY other item as of yetI do have so much more going on in my life than that and honestly, NO ONE has ever asked me to! Suffice things to be that since my stairs are NOT repaired, that price is still openI am no longer int eh best of physical condition since putting the initial ones down for one thingAgain, NO ONE has asked me about HOW it would be done! I then explained how how everything is glued down and how other things could be damaged taking the stair treads upHaving never removed glued down treads, it is an honest answer! I even asked if MrM*** if he wanted to have a company come do it! Concerning the stairs, I lastly explained there are additional costs for other materials like stain, high-end polyurethane, etcSince I HAVE NOT ADDED THESE THINGS UP, I told him, I could NOT provide a fair amount since I simply do not know! When I asked MrM*** why he had not checked with his own company or *** for the cost of the other items, he had no responseThis bothered me a lot since, after all, I had provided him and others at AIHR with the contact information of those whom I have been working with at HANDICARE! Again, he had no responseI then shared how I where I work, when I was provided information to satisfy a customer, I CHECKED IT OUT! I then stated I would hope he would have done the same! I then stated again, that it is up to HIMHe should have investigated things with *** and figured out what HE believed was FAIR based on the FACTSInstead, he simply fell silentHis offer of $was baseless and unprovenHere is the real kicker! INSTEAD, MrM*** casually mentioned, “You have the $for the other technician who came out, stairs at $each, $for the motorized chair, and $for the added charging stationReally? So, MrM***, do you realize what you stated here when you broke things down this way?
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,
*** ***

[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,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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,
*** ***
The customer contacted Revdex.com that the signed letter was sent back to the business the last day of December but she has not received for *** refund at this time

The custom built stairlift for the *** was installed on 2/18/came with a limited lift time warranty which covers labor for one year and batteries for daysAITHR Dealer inchas completed services on 3/23/16, 7/12/and 8/21/at no cost to the customerAITHR Dealer Inc is
willing to send a service tech out at no cost

It is my personal experience that this company, Aging in the Home Remodelers has a customer service rating of on a scale of - being the worst and being the best

We will have our team review this ASAPThank you. Doug M***