American Rehab Equipment Company

I am happy to respond to the best of our ability to this complaint but please note that American Rehab has to follow the strict rules of HIPPA when responding. I let *** *** and your office know that is she signs a release to you I could go into more detail as to why we have not
proceeded. Upon receiving this email, I also spoke to her in detail and explained why we are at the current stand still with her file. I then emailed everything she and I discussed so she can be as clear as possible with her decision making in the near future.I will respond in point form as I feel this would be the best way to be clear:
1) The wheelchair that *** *** has was not supplied by us but by another company. They did her a grave disservice by providing it as it is TOTALLY inappropriate for her. Neither she nor the manufacturer can provide us with the name of the company who sold it to her, but I suggest if she wants to pursue the matter, she can also call the payer source (her insurance) to check her medical records2) We have fixed her chair several times in the past year. Parts for wheelchair repairs are all coded by the federal government. Insurance companies also use these codes to track and pay for repairs. The repairs she currently would like have already been done in past year. The life of these items is expected to be years. This being said, her insurance will most likely not pay for these repairs. To remedy this, I have offered to do the repair unassigned, meaning she pays for the repair out of pocket and she in turn sends the bills to her insurance for possible reimbursement. It is our experience that they will not and so we will not bill for them3) We have spoken to *** *** weekly, daily and sometimes several times a day regarding this repair. We have explained why the wheelchair she currently has will continue to not function for her. I have provided her with the phone number for the manufacturer so they too can explain why this chair is not meant for her. It was a chair designed to very light use in an aptnot for city/commute/work use
4) *** *** does require these repairs if she wants to continue getting to work and be independent in the home. In addition, she needs to not store the wheelchair out in the weather. This will affect the life of the batteries and the motors5) *** *** also has requested a new wheelchair. For HIPPA reasons, I can not expand on this but we are unable to provide a new wheelchairPlease feel free to contact me with any questions,
Kindest Regards,
Mary Self
301-322-

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and, although unhappy with the results, now have an understanding of the company's position and the reasons for it. I believe the company believes they have done all they can for me, and to assist me, and that they are unwilling to take any further action on my behalf, other than charging me for the parts on an unassigned basis. This resolution is unacceptable but I do not think there is anything I can do about it nor that they are willing to offer any alternative solutions
I hope that if nothing else results from my filing the complaint, the company will realize that at the very least their communication with their clients is woefully inadequate. It took filing this complaint to get a thorough and direct answer from the company.Regards, *** ***

Review: American Rehab Equipment is inappropriately delaying the repair service I have requested. On 7 August 2014 a repair technician visited my home, examined my wheelchair, and accepted a repair request for new motors, new batteries, and a new charger. As of 7 September I had not received any feedback. In and of itself, this is not unusual for the company but equally frustrating. I called the office and asked for the status of my repairs. I was told nothing had been ordered because I had not paid a $33.00 co-pay for the 7 August visit. I was never asked for a co-pay (which would normally have occurred when the technician was at my house), nor did anyone call me to ask for the payment. I immediately made the payment by telephone.

On 19 September I called again to find out the status. I was told the office manager was very reluctant to order my parts because a) they were very expensive and b) I have indicated an interest in a new wheelchair, which has been granted by the insurance company, and American Rehab does not want to make repairs to my old chair if I am getting a new one. It bears mentioning that a new chair has not been configured, let alone ordered. Meanwhile, I last spoke to the power chair representative on 29 August at which point he told me he was going away for the Labor Day Holiday and would contact me the following Friday. I've never heard back from him.

On 19 September I was told the office manager was the only one who could authorize the parts order and that she had been in the Florida office all week. She was expected back on 22 September. On 22 September I called and was told the office manager wasn't coming back until late in the day, would be in on 23 September, and in the meantime all of my records had been sent to the office manager and no one could tell me anything about the current status.

While I wait for new motors and batteries, my overnight charge, which would normally last me an entire day or about three miles of travel, is not sufficient to get me to my work. By way of example, I live five houses away from a main road in the city, and the bus stop is across the street. As I traveled down the sidewalk this morning, the charge indicator was dropping every couple of minutes. I boarded the bus, reached the end of the line, and traveled one block to the Metro station. By the time I got to the Metro I had zero charge left. Half an hour had passed since I left home.Desired Settlement: I want American Rehab to order the batteries, motors, and charger unit immediately; have it sent to them by overnight service. The last time I asked for overnight service they refused because of the cost, even when I offered to pay the extra charge. I then want the repairman scheduled to come to my house and effect the repairs within 24 hours of the parts arriving. I also want the supervisor of the office manager informed about the incredibly poor service I have received since I became acquainted with American Rehab and I want a letter of apology from the company.

Business

Response:

I am happy to respond to the best of our ability to this complaint but please note that American Rehab has to follow the strict rules of HIPPA when responding. I let [redacted] and your office know that is she signs a release to you I could go into more detail as to why we have not proceeded. Upon receiving this email, I also spoke to her in detail and explained why we are at the current stand still with her file. I then emailed everything she and I discussed so she can be as clear as possible with her decision making in the near future.I will respond in point form as I feel this would be the best way to be clear:1) The wheelchair that [redacted] has was not supplied by us but by another company. They did her a grave disservice by providing it as it is TOTALLY inappropriate for her. Neither she nor the manufacturer can provide us with the name of the company who sold it to her, but I suggest if she wants to pursue the matter, she can also call the payer source (her insurance) to check her medical records.2) We have fixed her chair several times in the past year. Parts for wheelchair repairs are all coded by the federal government. Insurance companies also use these codes to track and pay for repairs. The repairs she currently would like have already been done in past year. The life of these items is expected to be 5 years. This being said, her insurance will most likely not pay for these repairs. To remedy this, I have offered to do the repair unassigned, meaning she pays for the repair out of pocket and she in turn sends the bills to her insurance for possible reimbursement. It is our experience that they will not and so we will not bill for them.3) We have spoken to [redacted] weekly, daily and sometimes several times a day regarding this repair. We have explained why the wheelchair she currently has will continue to not function for her. I have provided her with the phone number for the manufacturer so they too can explain why this chair is not meant for her. It was a chair designed to very light use in an apt. not for city/commute/work use. 4) [redacted] does require these repairs if she wants to continue getting to work and be independent in the home. In addition, she needs to not store the wheelchair out in the weather. This will affect the life of the batteries and the motors.5) [redacted] also has requested a new wheelchair. For HIPPA reasons, I can not expand on this but we are unable to provide a new wheelchair.Please feel free to contact me with any questions, Kindest Regards, Mary Self301-322-8696

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and, although unhappy with the results, now have an understanding of the company's position and the reasons for it. I believe the company believes they have done all they can for me, and to assist me, and that they are unwilling to take any further action on my behalf, other than charging me for the parts on an unassigned basis. This resolution is unacceptable but I do not think there is anything I can do about it nor that they are willing to offer any alternative solutions.

I hope that if nothing else results from my filing the complaint, the company will realize that at the very least their communication with their clients is woefully inadequate. It took filing this complaint to get a thorough and direct answer from the company.Regards, [redacted]