American MedEquip

I have been in the service industry for over 30+ years and I have never come any customer service such as this one; the worst customer service ever from Dan who I assume is Dan Ennis. From what I understand Dan Ennis is the one of the owners of the store American Medequip LLC on 931 Washington Blvd, Roseville California.

The rest of the personal were nice to work with and provided good customer service.

Issues:

Recliner literally broke within months of purchase– wood splinters, bolts sheared off

Motor failed and replaced twice

Power supply replaced

Foot rest scraped against frame preventing proper closure

Bottom of the Recliner frame was replaced.

Recliner frame broke again

Splintered and broke again

Motor was replaced

Failed again

Replaced again

Called American Medequip LLC again

They called the manufacture hoping for a warranty replacement

This resulted in a total fix time of many months

Every home visit required them to contact the manufacture, which in most cases American Medequip LLC would replace the motor or power connector per the manufacture; which you would think that a complete recliner replacement was in order when wood splinters and sheared bolts were visible. American Medequip LLC through the process was slow to respond, rescheduled appointment due to lack of availability of technicians. They would only call the manufacture when I called looking for an update. I would think they would have taken this initiative and provide weekly updates.

It got to the point that the second time, I called the manufacture customer service to get a response and having the recliner replaced, even escalating it to their management. That should have been the responsibility of the people at American Medequip LLC. So then the manufacture agreed to replace the recliner at no cost and shipped the recliner to American Medequip LLC for delivery. Dan had agreed to deliver the Recliner and we agreed on a delivery date but changed his mind because he was worried American Medequip LLC would be would pick up the cost.

The right customer experience would have been to deliver the recliner and work out the details with the manufacture!

We exchanged heated words on what the right thing to do. Dan suggested that if I didn’t like the service to go somewhere else; is that any way to run a business. After I contacted the manufacture that same day the manufacture called American Medequip LLC and let them know there was no cost and was being covered by warranty then Dan had the Recliner delivered.

I will never do business with American Medequip LLC in Roseville again!

Review: This complaint is for my 88 year old mother. I am almost out of my mind trying to work with this company. She has two lift chairs that were purchased from this company. She has less than a year to live. She sleeps in her chair because of her medical conditions, and has lift chairs to assist with her standing. The remote that lifts the chair and the power to it went out 5 weeks ago. It is critical!!! to have it fixed. After contacting the company 4 times for 2 weeks, they ordered a replacement part and told me to install it. The part did not fit. A tech was reluctantly sent out. He said the part did not fit. He took the part and that was the end of it, the issue was dropped until I called back, yet again They said they didn't have any record of the tech's visit and he had quit. They had no intention of following up on the issue. They said they were too busy with only 5 workers. It's now been 5 weeks! Nothing is being done. My mother continues to die. She can not sit in the broken chair but must sit in this chair during the hot weather as her oxygen machine makes her room too warm during the day. The chair and all electrical are under warranty. Not a real responsive group for a Medical Equipment Company-their clients all need help, including this 88 year old woman.Desired Settlement: Since the technicians will and can not repair the chair, I would like a brand new chair that works, or they can pick up the chair and give me a 100% refund, and we will purchase a new chair elsewhere. The problem is, we kind of need help soon.My mother:[redacted] ###-###-####

Business

Response:

Thank you for all of your assistance with regard to complaint ID [redacted]. On Friday, July 11, 2014, American MedEquip repaired the lift chair in question.