American Wheelchair Center

In the particular situation, another scooter was purchased prior to this one, and was used for a period of time in late We accommodated the customer by trading it in at full price and applied it to the value of a brand new scooter in late Feb 2016, which is against store policy, regardless- we wanted to helpAfter a month period passed with no issues, our technician received a call from the daughter that she had crashed her Scooter and damaged her tire in late June According to manufacturer’s warranty repair charges are not covered and the customer has to pay out of pocketOnce we explained this to the daughter, we received several of phone calls from her (as did the manufacturer) with other issues, and demanding money back in full refund for what is now a damaged and used scooterIt is unfortunate because we have gone above and beyond regardless of the many disrespectful and threatening phone callsWe have worked alongside with the manufacturer of the new scooter for repairs and service calls, of which we have sent technicians several times to the customer’s home for repairs- at no charge, to no availWe suggested that she seek repair elsewhere since we can no longer service her for freeThe customer continued to call several more times saying that no one could help her because they would not service her without a contract and how she was told by different places no one could help her, and we found that to not be trueThis is an unfortunate situation and many medical repair shops like ours have this situation come up where a customer does not understand clearly what a manufacturer's warranty is, or they just don't want to pay any fees out of pocketManufacturer Warranty: Do not cover labor, service calls, or repair fees and it does not cover wear and tear or user errorWe encourage our customers to better educate themselves on manufactures warranties and pay close attention to the details when our technicians and customer service are explaining it to them, and ask questionsAn owner’s manual is always provided on new units explaining the warranty

In the particular situation, another scooter was purchased prior to this one, and was used for a period of time in late 2015. We accommodated the customer by trading it in at full price and applied it to the value of a brand new scooter in late Feb 2016, which is against store policy, regardless- we...

wanted to help.After a 3 month period passed with no issues, our technician received a call from the daughter that she had crashed her Scooter and damaged her tire in late June 2016. According to manufacturer’s warranty repair charges are not covered and the customer has to pay out of pocket. Once we explained this to the daughter, we received several of phone calls from her (as did the manufacturer) with other issues, and demanding money back in full refund for what is now a damaged and used scooter. It is unfortunate because we have gone above and beyond regardless of the many disrespectful and threatening phone calls. We have worked alongside with the manufacturer of the new scooter for repairs and service calls, of which we have sent technicians several times to the customer’s home for repairs- at no charge, to noavail.We suggested that she seek repair elsewhere since we can no longer service her for free. The customer continued to call several more times saying that no one could help her because they would not service her without a contract and how she was told by 16 different places no one could help her, and we found that to not be true.This is an unfortunate situation and many medical repair shops like ours have this situation come up where a customer does not understand clearly what a manufacturer's warranty is, or they just don'twant to pay any fees out of pocket.Manufacturer Warranty: Do not cover labor, service calls, or repair fees and it does not cover normal wear and tear or user error.We encourage our customers to better educate themselves on manufactures warranties and pay close attention to the details when our technicians and customer service are explaining it to them, and ask questions. An owner’s manual is always provided on new units explaining the warranty.

In the particular situation, another scooter was purchased prior to this one, and...

was used for a period of time in late 2015. We accommodated the customer by trading it in at full price and applied it to the value of a brand new scooter in late Feb 2016, which is against store policy, regardless- we wanted to help.
After a 3 month period passed with no issues, our technician received a call from the daughter that she had crashed her Scooter and damaged her tire in late June 2016. According to manufacturer’s warranty repair charges are not covered and the customer has to pay out of pocket. Once we explained this to the daughter, we received several of phone calls from her (as did the manufacturer) with other issues, and demanding money back in full refund for what is now a damaged and used scooter. It is unfortunate because we have gone above and beyond regardless of the many disrespectful and threatening phone calls. We have worked alongside with the manufacturer of the new scooter for repairs and service calls, of which we have sent technicians several times to the customer’s home for repairs- at no charge, to no
avail.
We suggested that she seek repair elsewhere since we can no longer service her for free. The customer continued to call several more times saying that no one could help her because they would not service her without a contract and how she was told by 16 different places no one could help her, and we found that to not be true.
This is an unfortunate situation and many medical repair shops like ours have this situation come up where a customer does not understand clearly what a manufacturer's warranty is, or they just don't
want to pay any fees out of pocket.
Manufacturer Warranty: Do not cover labor, service calls, or repair fees and it does not cover normal wear and tear or user error.
We encourage our customers to better educate themselves on manufactures warranties and pay close attention to the details when our technicians and customer service are explaining it to them, and ask questions. An owner’s manual is always provided on new units explaining the warranty.