Aging in the Home Remodelers

Review: On 11/24/2014 my son made a down payment of $2500.00 on a Easy Climber stair lift to be installed in my home. It was not installed until 2/2015.The sales man told us that it would go to the top of the stairs and curve around the rail and stop. The product only went to the top of the stairs - not curving around to a safe place for me to get off the lift. The company said it would fix the issue. The lift worked for about 2 weeks then broke down. 6 days later, a repair man came out and fixed the lift. 3 weeks later it broke again, and 5 days later the repair man was coming out to fix it again. I received a call from the GM and he said he wanted payment in full. We are not going to pay for a unfinished work and a faulty product. We found out that we were charged Around $4000.00 more for similar products. The complaint is Unfinished and faulty over priced and poor service.

Product_Or_Service: Easy Climber Stair LiftDesired Settlement: DesiredSettlementID: Other (requires explanation)

We just want the stair lift removed from my home and not charged $18,000.00. We understand that we lost our down payment. I do not want this Easy Climber stair lift. It is over priced and faulty. I just want it removed and no further payment due.

Business

Response:

We spoke with the customer on May 15. Collectively, we agreed to remove the stairlift in exchange for their down payment & to void the contract. We will be drafting a cancellation agreement to define the terms & conditions to send to the customer for signing. Following that, we will schedule removal of the stairlift.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: My father [redacted] of [redacted] contacted this company to have an easy climber stair climber put in his home. When the product was installed it did not meet the expectations that my father and myself were informed of when the initial sales rep [redacted] had explained to us. We feel there was a huge mis-representation of the product. 1)- There was not enough room for my father(85 yrs old) to sit comfortable on the chair without his knees and legs hitting the wall and door frame when the chair would swing around to travel down the steps. 2)-we were informed that the chair seat would come over the landing and not rest over the steps. 3)-the product failed on a test run after being installed. At that point my father had the product removed. I got the run around when I tried to contact someone at the company to get a refund back and finally was given a name/number of [redacted]. When I contacted him on 2/12/15 he said he was the owner of the company and he would gladly write a check for the full refund and he would check into the situation further. I left a message on 2/16/15 for a return call. [redacted] called back on 2/19/15 with a total different story that he never said that and that the sales rep has never had complaints. Also [redacted] said that the company does not make any money on stair lifts so I asked why he was in that business and he blew off my statement. We were informed at the time of installation that this sales rep had messed up in the past and other lifts were taken out after being installed. [redacted] said he would call be back and has not after he told me he would check into what cost was and how much of a refund he would do if at all one would be granted.

Product_Or_Service: easy climber stair lift

Order_Number: none listed

Account_Number: none listedDesired Settlement: DesiredSettlementID: Refund

My father[redacted] would like the down payment of $2700.00 refunded or he will take legal actions.

Business

Response:

We (I) have been in touch personally with B[redacted] and we have offered her a solution and she needs to speak to her father. She 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 soon. Our conversation was amenable and productive and will post our final resolution as soon as we have this completely resolved. Thank you. [redacted]

Consumer

Response:

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.I spoke with my father about the proposed offer and he is not willing to accept the offer. He still feels he was miss lead on the service of the product from the salesman especially after the installation men said there have been problems with the salesman in other incidents. My father would like his whole down payment back.

Regards,

Business

Response:

We feel badly that [redacted] feels that the product was misrepresented.... Therefore we will be refunding his entire deposit immediately. Sorry that this did not provide the solution that he needed.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted] My father greatly appreciates and is relieved that he is getting his entire refund back.

Regards,

Review: On January 12, 2015 my wife and I contracted with Aging in the Home Remodelers (AITHR) for purchase and installation of a Jacuzzi Hydrotherapy shower. Information provided at the time of order states “Your new Jacujzzi product comes with a lifetime manufacturing and a two year installation labor warranty.”

The shower was installed on February 9, 2015. On March 5, 2015 (24 days after installation) my wife noticed a gap in the caulking in the joint between the back panel and the right hand panel. I called and left a message describing the problem with the person who had acted as our [redacted] to report the issue.

On March 6, 2015, I called customer service department [redacted]) discussed the problem, had difficulty getting the lady to understand the location of the gap. She insisted there should not be any caulk inside the shower. I went in to great dimensional detail as to the location of the gap. She said she would get in touch with our project manager (Ashley) and she would arrange for an installer to come by. I told her I had left a message with [redacted] yesterday but had not as yet heard from her. She indicated that possibly [redacted] is trying to arrange for an installer to come by. They will call me back.

I later received a call from [redacted] stating the installer will be here next Wednesday March 11 between 12:00 and 2:00. I have photographs showing the problem

March 10, 2015 I received a call from [redacted] stating that the installer will not be here tomorrow, the person they were going to send has quit the company. She will reschedule and let me know. Possibly sometime next week.

March 24, 2015, I made a follow up call to [redacted] again leaving a message asking when the service on the caulk issue will be scheduled. I stated that if I don’t hear some specific date within the next week or so and the date is met I will feel forced to register a complaint with the Revdex.com.

As of this date April 7, 2015, no response.Desired Settlement: That AIHR honor the installation labor warranty,

Business

Response:

We went out today and customer is fully satisfied. Did full product inspection.. Customer is happy.

Consumer

Response:

[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.]

I was unable to open the response from AIHR but they did contact me by telephone on April 7 and sent a local contractor to recaulk the area in question. I am provisionally approving their response. The initial problem with the caulking showed up a little over 3 weeks after installation so time will tell if the repair will be adequate.

Review: I am 86 years old and my wife is 82, it is getting difficult for us to climb the stairs. In October of 2014 I purchased the easy climber product to enable us to go up and down the stairs. We paid in full by credit card. Aging in the home Remodelers installed three easy climber chairs and none of them worked. This last one is stuck on the bottom of the stairs, and others were installed incorrectly.

Product_Or_Service: easy climberDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a full refund, the chair removed and the stair steps fixed where their product damaged it and compensated for my trouble.

Business

Response:

The stairlift has been scheduled to be removed on 3/12. A full refund has been processed. Very disappointed that we were unable to make this work for Mr.[redacted].

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

It was a pleasure speaking with you the other day. Per our conversation, my father had four request1. Full refund2. Chair removed3. Stairs repaired where their product has damaged them4. Compensation for trouble only the first two of those four have been fulfilled.Thanks you so much[redacted]

Business

Response:

In our discussions directly with Mr. [redacted] we had discussed refunding his money fully and have done so and removed the lift as promised. We also understood that he was going to be putting in another stairlift most likely. Based on these new additional requests we are glad to agree to help "repair" the steps to return them to a satisfactory state. We will not be providing additional compensation as requested. Very sorry this was unable to meet his needs.

Consumer

Response:

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,

The customer's family member contacted Revdex.com to state these steps have not been done like the business said they would.

Business

Response:

The original terms & conditions agreed to by Mr [redacted] included removal of the stairlift & 100% refund. They did not include any repair or replacement of the stair treads. However, given Mr [redacted]'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.

Review: Contract stated tub to be finished with paintable wallboard installed. Wallboard installed but was not square leaving the edges at end of tub one inch difference and could never be sanded down to get rid of ridge. Tub also had a chip out of one of the pieces that attached at top of tub above the faucets.Desired Settlement: Vendor did replace the chipped piece but did not do anything about the wallboard. Would not answer my phone calls to salesman and project manager. We had to tear out the wallboard and replace with b-board and cover with tile and also had to paint door and wall that they scratched up and chipped. We paid $14,570.00 for this tub to be installed. It took 2 people 3 days to fix what damage they had done and cost us $600.00 for supplies and we feel that $20.00 per hr. is fair labor charge so that is another $960.00. (24 hrs. x 2 x $20.00). This tub can be purchased at [redacted] for just under $7000.00. with no installation. Health issues also $1000.00.

Business

Response:

We have been in touch with the [redacted] and have worked thru the specifics to resolve their concerns (refunding monies to cover additional costs incurred). They have indicated that they are pleased with this resolution. Thank you for bringing this to our attention.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: In March we ordered a "Easy Lift Chair" with [redacted] who said he worked for this company and was a part of Jacuzzi. aahe instructed us on chair and cost. asortly after that we ordered the chair. Said 6 to 8 wks delivery. On April 18th istall was set for afternoon. Due to another install delayed till next morning at 9:ooam. Installers came and un-installed existing chairlift top put new one. worked till around 8:00pm, chair would not run. Came back next day all day still would not run. We wait 2 weeks for Special crew they come in can get it to run either even with new parts. This week they send an independant [redacted] he starts on Tuesday May 12th, still can't get it to wor . Its May 15th still no chair. It has been 28 days foe a 1 day installation. My wife is 85 and I am 88 years old and live in 2 story house and we have been sleeping in recliners. Finally went out and ourchased a bed for downstairs. W e are exasperated, exhausted and feel it needs to be resolved. Have been very cooperative till now. We need help in this issue. We are now schedule for Conference call on Monday. More talk, no action!Desired Settlement: We want the chair fix or replaced ASAP. If this particular chair cannot be fixed then replace it. They say it will take 2 weeks to get it. Fly the parcel in and finish. Service people have been kind but feel there is not top gun involed or concerned about situation. It is quite obvious this chair even with changing parts cannot do what its designed to due. I don't want to have to seek legak=l consel, but will if it will get chair and partied motivated to give me what I have paid for.

Business

Response:

On behalf of everyone here at Aging in the Home Remodelers, we are deeply sorry to Mr & Mrs [redacted] for the delays associated with the installation of their new custom curved stairlift. We have attempted to complete installation on at least 8 separate occasions since April 25. Each time, we have engaged the support of the stairlift manufacturer for both parts & tech support. The latest update is that we have ordered a new chair that is scheduled to deliver to the customer's home on May 27. Upon confirmation of delivery, we will return to the home to complete the installation. Again, we apologize for the extensive delays associated with the installation. We expect to successfully complete the installation by the end of this week (May 31).

Review: This company was contacted by my husband for the possible purchase of a stairlift chair for my 76 year old mother staying with us undergoing cancer treatment because after undergoing treatment for the last 9 months could no longer walk up the flight of stairs to her room. A representative was sent out to meet with us ( 6 February 2015 ) while talking to us at individual times we were given a different idea of the stairlift chair placement that we were purchasing. Approximately 60 days later ( 1 April 2015 )installers arrived to installed and I was presented with the problem of the lift bottom protruding out into the middle of my hallway when we were let to believe it would be the chat itself. contacted the company and I was told I could purchase another for an EXTRA $4000. I relayed to them that It was not plausible for me that I did not have that extra money to spend. They said that I could due a notice of cancellation by faxing them a copy of the contract. I did so on that same day. I called back on 6 April 2015 to make sure that the fax was received and the status of the cancellation and was told buy customer service ( Christy ) that I would receive all but $149.95 for an installers fee. Approximately 30 minutes late I was contacted by the [redacted] from the Littleton, Co office saying that I wouldn't receive any refund because they had costs and that basically I had signed a contract and they were within there rights. He then begin to say that he had it written that the Salesman a Clarence [redacted] relied notes that he placed a chair to show us the proximity of the placement which was false and I explained then asked me to hold and proceeded to conference call Mr. [redacted] without my knowledge. So I also had him conference in my husband [redacted]. Long story short I fell that we were coerced in to spending another $2000 because we were made to feel that the other $2000 would not be refunded. I am not happy at all this is just poor businessDesired Settlement: It has a responsibility to its customers to have a fair business practice. The 3 days they give to cancel should be from the installation not the sell. This is unfair to the consumer. Every day hard working people are being bilked out of there hard earned money. I am incensed right now. I waited for this chair for close to 2 months.

Business

Response:

Tell us why here..I spoke to customer at length. What appears to have happened is the Sales consultant discussed particular items with the husband that the wife was not aware of. I brought the rep, both the husband and wife on a call yesterday. In fact what sales consultant had claimed was fact and confirmed by husband. After discussing the contract modifications the wife was requesting, I ultimately reduced the price to a rate that made the custom happy. Both agreed to a change order and price increase. We are scheduling to get out to retrieve a signed change order. We will then reorder new product and schedule installation date.

Consumer

Response:

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.]

The offer was indeed offered and we reluctantly agreed for the simply fact that that we were told under NO circumstances we would not received the $2000 deposit we put down because of the contract that was signed which is not fair to any consumer. Although there is a 3 day period to change your mind you will not know if it will be a problem with the merchandise if it is delivered 2 months later. I was told that they have expenses that it could not just be paid back on the shelves and I would like to know why I am sure they didn't throw away a stairlift and chair that was never used. I was willing to part with the installation fee ( $150 ) is what I was ORIGINALLY told we be subtracted from the deposit. Then I was contacted by the general manager said your gonna eat that $2000. Then he proceeded to try and bully me and blame my spouse. So I now have to come up with $2000 more. I would rather a refund and the chance to deal with a more reputable business. If not I have no option but to let them do the work. I am not happy and if the latter is the case I will be highly disappointed but I will not stop, they may have gotten me but I plan to keep writing letters to anyone who will listen. I am even seeking a news station that helps out consumers with complaints such as these and also legal counsel and thinking a class action lawsuit because the companyAIHR in 5 or so states have had the same complaints from many consumers. They have unfair business practices and it is UNACCEPTABLE !!

Regards,

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Regards,

Business

Response:

AITHR Dealers Inc. will contact the customer today and refund the customer their $2000 deposit and cancel the installation that was scheduled for 5-15-2015. The refund will take approximately 14 days to process.

Review: We purchased and put down a large payment ($5,000) On a Jacuzzi bath tub 8/12/2014. contract stated insulation would be done by 1/19/15.They kept putting us off with excuses and blamed it on the fact that the [redacted]. building and planning office would not issue them permits, then they would not return our calls,the two woman we did speak to were rude and lied. I was in touch with our [redacted] three times and they told me IF the company had all of there licenses etc; in order it would only take a phone call or instant on the computer to obtain those permits,We then found out the company did not do the installing as we were told but it was contracted it out to who ever they could get from Colorado. Finally after not being able to reach them and not having our calls answered, we hired an Attorney to get our deposit back, which we did recieve,the end of March, after four months of trying to deal with these people. It turned into a Bad stressful experience, I want to warm any future potential customers,to be very aware of how this comapany operates the saleman definatly missled us, we also thought we were dealing directly with Jacuzzi.Desired Settlement: DesiredSettlementID: No settlement requested - for

Information on file to warn other potential customers.

Business

Response:

The city of [redacted] would not issue our permits to the project. we submitted requests for license approval to which we still never received. we continued to work towards this process however felt it was most important to only do projects with proper licensing and permits. This was the only holdup. I reviewed our notes and determined we did stay in communication however we can always do better with communication. Please advise customer that our company name is as it states on the contract they review and signed, Aging in The Home Remodelers. We are not Jacuzzi, we are the exclusive provider for Jacuzzi Walk in tubs and showers. If there is anything else we can do to satisfy the customer please advise.

Review: Delay, delay,delay. Installation of a pro-series walk in tub has been delayed again. This is the third delay due to no fault of mine. The original estimated install date was 1/27/14 with completion 11/28/14. Now the delay is for 6 more days, maybe! I need the tub installed. Apologies do not get the job doneDesired Settlement: I would like to cancel this contract as it appears that the job cannot be done in a reasonable length of time. How can I trust that the job will be done correctly when all the service I get are apologies.

Business

Response:

Installer brought wrong product to installation.. He showed up yesterday and installed product. Customer stated to me that the job is complete and they are enjoying using their new tub.. Unfortunately it was a human error. We will work to identify a better process to ensure these types of things don't reoccur which by the way is the first time I have ever received this type of complaint.. Thanks

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,