Bruno Independent Living Aids, Inc.

Bruno chariot lift wheel bearing issue now. Had to replace the tire assembly about a year ago now the bearing went out and its going to cost almost $800 to have it fixed. Have been having electrical issue with trailer since it was new, also lift motor and/or gears seems to be stripping out.

Review: I, [redacted] am writing this complaint on behalf of my wife in Powhose name the power chair is registered. This complaint has to do withwith a part on the Bruno Chariot Power lift Mod. ASL-700. As I was backingaround in my driveway with the power chair I loaded onto the Chariot lift,then began to pull out on to the road,I noticed the Chariot lift in the mirror sitting at an odd angle. I got out of my van and noticed the hitchmodule bent. I contacted The dealer in [redacted]. approximately fourty miles fromour house,and informend them what happened. Ms. [redacted],the [redacted], gave me a time when to bring the Chariot lift to their Business. The Mechanic and Ms. [redacted] concerred with me that the Chariot had not been hit in any manner,but the hitch module was bent. The [redacted]. E-Mailed a picture to the Bruno Compamy,but they would notreplace the part without charge as they said that the Chariot lift had tohave been hit,but it had not. I do not believe I should have to pay for thehitch module or the labor charge to install said part. . .Thanks,[redacted]Desired Settlement: Bruno,Co, To Furnish the part in question{Hitch Module],and the labor toin stall same.

Business

Response:

April 1, 2015

Revdex.com of Wisconsin

Reference: Number [redacted]

Dear Mr. [redacted]:

We have reviewed your request and after our engineering

department and dealer looked at the pictures it was determined this would not

be covered by warranty. Warranty would not cover indirect, incidental or

consequential damages. There was some external force that bent this hitch that

could not have been controlled by Bruno or our dealer.

I have attached the warranty policy and pictures of the

damaged hitch adaptor.

Thank you for your patience during the review process.

Bruno Independent Living Aids

cc: [redacted]

Review: My boyfriend is paralyzed and has your vehicle lift seat for his truck, as of Sunday June 15th he will be on his 3rd replacement seat in the past 2 years. This new version has brought nothing but frustration, loss of work, time trapped at home with no vehicle and complete dissatisfaction with BRUNO. Everytime he has to replace the seat he is without a vehicle and stranded at home. The seat has a 3 year warranty and each time we have been told the seat is faulty. I believe a rental vehicle should be provided that is handicap accessible if its under warranty. This new seat has cloth fabric and makes it very difficult for him to transfer to and from. We have looked into getting it upholstered and it would cost almost $1,000. I would think a company who makes handicap equipment would understand that fabric is not acceptable for these seats. There is only one dealer in southern maine that offers these seats and each time they promise he wont be without his vehicle for longer than a couple days and every time its been at least 2 weeks. To say we are dissatisfied is an understatement. His daily life being paralyzed is frustrating enough but then to have to argue each time the seat breaks and have no vehicle is unacceptable. The shipment time needs to be expedited, the seats need to dependable and the dealer should be given the discretion to offer a handicap vehicle paid for by BRUNO as its under warranty. All I want for him is to live as normal a life as possible and these situations make it so difficult for him. He always drove a truck before his accident and he should be able to now and not worry about it. These products shouls be tested and approved by handicap individuals.Desired Settlement: Expedited shipping of new seat, some type of guarantee this seat wont be faulty and a rental vehicle while its being replaced.

Business

Response:

June 19, 2014

Revdex.com of Wisconsin

Reference: Number [redacted]

Dear Ms [redacted]:

We have reviewed your request for a replacement lift seat

for your boyfriend’s truck. We need a serial number of this product so we can

move forward to resolve your issue. We have left a message on your phone asking

for this information.

Please email the information through Revdex.com so we can get to

the root cause of your product issue. Also if you have been working with one of

our certified dealers other than the installing dealer, please include their

name.

Thank you for your patience during the review process.

Bruno Independent Living Aids

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I purchased a $4000 Bruno Joey Lift which once installed didn't work. Took it back and it seems one of their suppliers shipped a defective cylinder? Took it back after about 2 weeks and replaced the cylinder unit still didn't work. Took it back again and told them to remove it.

Wrote a nasty letter to Factory. They send a letter and say it's the Freight Carriers fault for being s-l-o-w? Sent me a letter saying they are going to build a fire under the Freight Carrier< make them respond faster?

What about manufacturing defective equipment? Sounds to me like they have no idea what they are doing.

Terrible Company making crap to sell to the Public.

Review: On 09/05/2013 we had a Bruno Electric Chair Lift (Model No. SRE-3000, Serial No [redacted]) installed in our home to assist my brother who is terminal with multiple Cancers. It was installed by [redacted] of [redacted], VA. On 02/11/2014 the unit would not operate. I called the installing contractor to have him come and determine why the unit would not operate. They said they had no one that they could send that day and it would be the next day. I emphasized that, in the event of a fire, my brother would be trapped upstairs. Their response was first come, first served. I then called the area representative, [redacted], ###-###-####. I asked for the telephone number of another installation company to call. He referenced me to [redacted]. They responded immediately and their representative, [redacted] came to our house. He determined that a 5 Amp fuse on the unit had blown. He physically examined the unit, the track and the insulation strips on the track. He discovered a gap in the insulation strips and surmised that the strips had not been installed correctly and recommended that I contact the initial installation company to have them correct the problem. He charged us $138.50 on Invoice [redacted] which we paid by Check No [redacted]. On 02/21/2014, I filled out the Bruno Product Registration Form and requested that Bruno please provide me a Email Address so that I could provide a report, to request re-imbursement of $138,50. It is my contention that if the unit had been installed correctly, we would had to call in a second contractor and pay the $138.50 service call. To this day, no one from Bruno has called me or acknowledged that they received the form. I called Bruno at ###-###-#### in [redacted] and spoke with a Help Desk. I asked for Corporate's email address and a telephone number. She said that the Help Desk does not have that information and that information is not provided on any of the documentation we received with the unit. She apologized and said she was not able to assist me. I remarked that it is unbelievable that an International Company like Bruno does not provide customer assistance telephone numbers and ignores forms that are submitted by their customers. I consider Bruno's failure to respond to my request and failure to contact me by telephone, totally unacceptable and very poor consumer relations. I will be filing this same report with the [redacted] and the [redacted]Desired Settlement: I wish to be reimbursed $138.50 as explained above plus $8.99 mail costs for a total of $147.49 by check.

Business

Response:

February 27, 2014

Review: My wife and I are guardians to our ** year old daughter, [redacted] who was brain injured in [redacted]. We bought a sound front home in [redacted] in 1998 for [redacted]’s enjoyment and as an investment. In the last few years, she has had multiple medical problems and in the spring of 2012, completely lost the use of her right side. She recovered to a limited extent, but we were advised to obtain equipment to transport her sitting in her wheelchair. We moved [redacted]’s bedroom to the first level in the beach home and purchased a porch lift to lift her wheelchair to the second level living area.

The lift was purchased from [redacted] of Raleigh, NC. We decided on the lift manufactured by Bruno because of the claimed high quality and assurance by [redacted] that it was suitable for the coastal environment.

The lift was installed July 31, 2012. We were unable to return to the beach until Thanksgiving because [redacted] was in the hospital multiple times. Additional hospital stays prevented us from returning to the beach until April 2013. We have been to the beach home in April, May and June this year. The lift is functioning properly; but, the coating on the lift is not protecting against rust. [redacted] was notified by e-mail November 26, 2012 of the rust evidently caused by scratches. There was not a satisfactory response from [redacted], so a letter was sent to Bruno April 28, 2013. Quoting-

“The lift has additional rust (three photos taken 4/21/2013 are enclosed). It is now obvious that the rust is breaking through the coating from the metal beneath. The metal was not prepared properly prior to final coating and the final coating is not thick enough for protection.”

“The photos clearly show a defective protective coating. Please seriously consider your responsibility and advise me what remedy Bruno proposes. I would appreciate a prompt response.”

The only response that I have received is an e-mail stating that Bruno warranty does not cover rust. There have been no suggestions how the rusting might be resolved. Neither Bruno nor [redacted] will take responsibility for the scratches which evidently caused some of the rusting.

If the coating failure was only due to surface scratches, the fix would be relatively simple. The rusted areas could be sanded or sandblasted to remove all oxidation and then 100% solids coatings sprayed on. A less desirable option would be to stabilize the oxidized metal and then recoat. I stabilized the first rust that appeared last October by sanding and brushing on [redacted]. This is the dark streak on the photos that runs from near top to bottom.

Unfortunately, the rusting that is occurring beneath the coating will not be so simple to repair. I spoke with a professional powder coating company near where we live, and they advised that a repair would require disassembling the equipment, removing all the existing finish and then preparing the metal and recoating and reassembling. I expect that without Bruno’s involvement, Bruno would completely cancel the warranty on the mechanical and electrical components of the equipment.

[redacted] and Bruno are unwilling to take any responsibility for the failing protective coating – partially caused by scratches, but also a coating that does not met commercial standards. It is noted that two heat pump condensers located about ten feet from the lift did not show significant rust after over ten years exposure – so the coastal environment did not cause this problem.Desired Settlement: Remove rust and recoat with a professionally applied protective coating -powdercoat or equal.

Business

Response:

July 17th, 2013

The stair lift that was installed in my home was defective. I tried for five months to get it removed and to get a full refund. The dealer, 101 Mobility, kept putting me off, said that they would "replace every part until they found the defective part", in effect, ignored my requests for a refund from December to May. They came to my house many times to replace components. It did not fix the problems, which continued until the end. I do NOT recommend these companies and this product. Bruno ELAN stair lift.

I WOULD NOT recommend the joey lift too any one it rattles all the time. I've taken it back 5 or 6 times and was finly told that it normal. my other on I had was made in phoenix,az. it never made any noise. but they quit making it. it is a shame that as big as Bruno is that they can't do better.

We live in **, who has recently gone through an over haul of it's Medicaid program. We have a Bruno Stairlift, that needed servicing. The state has contracts with accredited repair companies, these are the only companies we can use under the program my husband is serviced by. The service people did not have a contract with Bruno and would not sell the service people the charger we needed. Here we are, a Bruno stairlift sitting at the bottom of the stairs and a company, Bruno that couldn't care less, and kept repeating call our dealers, we'll have it fixed today. The person I spoke to obviously doesn't understand the changes to Medicaid and couldn't care less about our situation. His name was [redacted] something by the way, and because of their lack of cooperation, my husband who can't walk much less use the stairs is stuck in his bedroom for the last 4 days. I would NEVER recommend BRUNO to anybody, simply because of their not caring at all. You would think that a company that deals in their product line would.

Review: I am disabled and it has become too difficult for my husband to lift me into a vehicle by hand.

We purchased a mobility device that would lift me from my wheelchair and up into the passenger side of a truck. The device is a Bruno VSS-2600 chair purchased for $9,875.00 on 8 July 2013.

In October 2013 the chair stopped working and my husband took it in for repair. We were told a part had to be replaced, but when the ordered part came in, it did not fix the problem.

Today, November 26 2013, we were told that to repair the chair would cost and additional $2000.00 to replace a defective circuit board. Additionally, the service fee for looking at the chair to assess the problem was $105.00. We paid the $105 service fee.Desired Settlement: My husband and I would like EITHER

- a refund for the purchase of the Bruno chair

OR

- the complete repair covered as it should have been under the warranty.

It should also be noted that the reason we bought a RAM truck was because we were told that a Bruno chair could be installed into it - to lift me from my wheelchair so I would be able to travel with my husband.

The money we have paid was unfairly exorbitant considering we had less than four months use of this device.

Business

Response:

November 27, 2013

Revdex.com of Wisconsin

Reference: Bruno VSS-2600

serial# [redacted]

Dear [redacted]:

We have reviewed your letter and found a case # [redacted]

against this serial number indicating pendant cord damage. This is the only

information that indicates any issue with your product. Damage to a pendant

cord could come from it getting caught in the door or seat when operating the

unit. This would not be a warranty covered item.

When the cord was damaged, this can short the circuit board

and cause damage to the board. This is why the circuit board would have to be

replaced.

This is the reason our dealer indicated it would not be covered

by warranty. Warranty covers parts that are defective and workmanship issues.

Thank you for your patience during this review period.

Bruno Independent Living Aids

cc: [redacted]

Review: In October of 2010, [redacted] in [redacted]. installed a Bruno Platform lift at my house. The unit was funded by a grant. From the beginning this unit has had problems. The unit had many electrical issues. After many attempts the problem was fixed. Then there was a squealing noise once the weather got cold. Again UDS was out to service the unit. It continued to make noise. In November of 2011 the self closing door quit. I was told it was out of warranty. In May of 2013 the unit again failed. I could not afford the repair. My church paid for UDS to come repair the unit. Once again [redacted] came to repair the unit. He was here an hour and 10 minutes. Most of which he was on the phone. He pumped 3 shots of grease and tightened the belts. He was unable to repair the shutter it has when traveling or the banging it makes when coming to the bottom. My church was charged $225.00 for this service call. The unit is rusting every where. It still bangs when it comes to the bottom. It still squeals when the weather is cold. If it is raining, the belts still slip. The door does not self close for safety. When the unit is at the top, I must reach over the side and pull up on the safety wheel with my cane. Now the unit will only go down if controlled by someone from the outside, not the control panel on the platform.

I called Bruno's 800 number to be told to write a letter. I hte fouund and called Bruno's Corp offices. A very nice woman told me she would have someone call. After 3 weeks and no call, I called the corp office again. This time I was told to send a letter with pictures. I sent the letter and a CD with more than 20 pics. Four weeks later, still no reply. I tried to talk to someone at Bruno's corp office again today. Of course nobody could talk to me.

Now I'm stuck in the house. Missed a doctor's appointment because I couldn't get out.Desired Settlement: I want the unit repaired properly and the money paid by my church refunded.

Business

Response:

September

5, 2014

Revdex.com

of Wisconsin

RE: Claim [redacted]

Dear

Mr. [redacted]:

We

have reviewed your letter and have talked to our dealer United Disabilities

Services. Our technician [redacted], here at Bruno did talk with you and was

working with [redacted] at the dealership to setup an appointment to fix your

lift. The dealer will setup an appointment to review your Vertical Platform

Lift.

The

serial number of your lift indicates the unit was built in October of 2010. Bruno

does have a 1 year warranty on parts for this vertical platform lift and a 2

year warranty on major parts such as the drive screw and motor. We do suggest

an annual service to your lift to make sure all parts are cleaned, greased and

unit functions per specification. This will add to the life of your product and

keep it running per specifications.

Thanks

for your patience during the review period.

Sincerely,

Cc: [redacted]

Consumer

Response:

Review: Bruno Distributor installed four stairlifts for my granddaughter with C.P.He said in front of my family that if she couldn't make the chair to chair transfers he could apply most of the price to an elevator .we believed him .

She could not make the transfer independently in a safe manner and when I contacted the dealer he suddenly didn't remember what he said and offered $4000 and then $6000 for the four brand new stairlifts. We also learned that his [redacted] Business had no license to sell them in [redacted] where the house is located.Desired Settlement: He refuses to remove them unless I take his low offer . I feel that it should have been very obvious to him that these chairs were unsafe for this child who cannot stand on her own . He should have seen right away that the four foot transfer was beyond her capacity.

Business

Response:

August

28, 2014

RE: Claim [redacted]

– Bruno SRE-3000 Stairlift serial # [redacted]

Dear

Mrs. [redacted]:

We

have reviewed your request to get reimbursed for the used stairlifts, installed

in May of 2014. After talking with [redacted] of Independent Home

Solutions our dealer that sold and did the installation, he has offered a total

of $6,000 reimbursement for the four stairlifts. Once the products are

installed in a customer location they are used units and cannot be sold as new

product. This is a fair market price for any used stairlift.

Thanks

for your patience during the review period.

Sincerely,

Bruno

Independent Living Aids

Cc[redacted]

Business

Response:

September

2, 2014

RE: Claim [redacted]

– Bruno SRE-3000 Stairlift serial # [redacted],

[redacted]

Dear

Mrs. [redacted]:

We

understand that our dealer did test the unit and suggest the transfer between

chairs before the units were installed. The stairlifts in question were

installed at the customer’s home in May, we received warranty registration

cards on 5/27/2014 indicating that customer was satisfied with both the product

and the dealer. These stairlifts per our first letter cannot be sold as new

units after they have been installed in a customer location.

Bruno’s

dealer network is non-exclusive and we do not assign specific sales areas, our

only requirement toward dealer sales areas is that the selling dealer must

provide service for product(s) that they sell.

Any special endorsements, licenses, and permits are solely the

responsibility of the dealer.

The

reimbursement can be reviewed through [redacted], the

installing dealer. Our investigation into the matter has yielded different

testimonials between parties and will require resolution between the Ms.

[redacted] and [redacted]. Please

review details with [redacted] of [redacted].

Thanks

for your patience during the review period.

Sincerely,

Bruno

Independent Living Aids

Cc: [redacted]

Consumer

Response:

Review: In July 2003 I lost my right leg above the knee and my left leg was injured in an accident. I use a jazzy power chair for mobility and when necessary a manual wheelchair. In March of this year my wife and I were rear ended and our power lift was totaled. The insurance company replaced it with the Bruno Outsider with swing away arm so that we would have access to the hatchback on our Chevrolet Equinox. Around mid-May we were contacted by the company where we purchased the lift-[redacted] in Pensacola Florida. We were told there was a recall and the swing away would have to be removed immediately. We were able to keep the lift, but without the swing away the hatch cannot be opened at all, and that is where we keep the manual wheelchair. This has been a hardship for me as my powerchair will not fit into some bathroom stalls, doorways or hallways. My wife has to get the manual wheelchair for me quite often. She tried several ways to fit the wheelchair in our car and it was not possible. Even with the back seat down she could not get it through the rear passenger doors. We were told it would be a couple of weeks before the corrected swing away would be available. After about 2 1/2 weeks my wife began to call Bruno in Wisconsin. I am hard of hearing so she makes all my calls for me, but I always listen to her side of the conversation. The number she was given is ###-###-####. She spoke with [redacted]. He assured her it would not take long to send a replacement. She has called weekly since then and he has returned her call only twice. Both times he told her they would be sent out the following week, but they weren't. The last time she spoke with him was about two and a half weeks ago. She has left a message since then but no return call.

For over two months I have not been able to go many places unless we can get someone to come with us and bring my wheelchair in their car. This includes my sister's house who is under [redacted] care, many of my grandchildren's performances, and friend's houses. To add insult to injury, we were told today by [redacted] that after Bruno took a closer look our swing away was not in the recall after all!!!! Bruno said we should just go back to [redacted] and have it put back on. I am beyond upset!

I have not let my disability make me a shut-in. I am blessed to have people in my life who have helped me to be as independent as possible, but not everyone has a wife and family like I do. This has caused them great hardship and worry. There was no excuse for Bruno ignoring our calls and not keeping us updated. We don't trust this company at all and would never recommend them to anyone.Desired Settlement: I want Bruno to put in writing that the original swing away that will be put back on is free of all defects. I also need some type of documentation to show what made them decide this particular one is not defective. If they cannot provide this I want a full refund in order to buy from another company

Business

Response:

July 17th, 2013

Review: In the two years that I've owned my platform elevator in my home ($20,000), since I'm a triple amputee with no legs, I've experienced several service issues. Bruno's dealer very reluctantly eventually came to inspect my system. They charged me, but did not fix it. The issue was when the elevator got to the bottom, the door electronically locked. Only by manipulating the elevator, can the door still be opened. On Christmas Day 2013, the elevator would not work at all, leaving me trapped in my basement for 10 days currently, and still trapped in my basement. My only option the day after Christmas, was to have a local commercial elevator company come and diagnose the issue, at my cost of over $800, because the Bruno dealer would not answer their phone. The Bruno dealer came the next day and said the parts wouldn't be shipped for 17 days, AND that repairman was going on vacation. I called Bruno and the dealer today 1/3/14 to get an update on parts availability, and neither knew the status. Meanwhile I'm trapped in the basement. They don't return calls or give confirmations or updates. It sounds criminal to me. The product is still under warranty, but has never been fixed.Desired Settlement: Replace the entire lift and compensate me for the $800 and lost use of $250 a day.

Business

Response:

Jan 6, 2014

Revdex.com of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 53214

Reference: Number [redacted] - Bruno VPL-3210B

serial # [redacted]

Dear Mr. [redacted]:

We have reviewed your letter on the issue with your VPL

(Vertical Platform Lift). After our dealer evaluated the unit they ordered the

parts needed to repair the lift. These parts were placed in the system last

week and are scheduled to ship today. We are asking for the parts back so we

can get to the root cause of this failure.

Our dealer will schedule an appointment to replace the

damaged parts.

Thank you for your patience during the review process.

Bruno Independent Living Aids

cc: [redacted]

Business

Response:

Jan 14, 2014

Revdex.com of Wisconsin

Reference: Number [redacted] - Bruno VPL-3210B

serial # [redacted]

Dear Mr. [redacted]:

We have reviewed your letter request on the issue with your

VPL (Vertical Platform Lift). After our Bruno engineer came to your location

and replaced the nuts on the VPL and also the main screw because it was

damaged. We at Bruno do not per my previous letter feel we are responsible for

the $800.00 dollar charge from a non certified dealer to disassemble our

product.

Because Bruno is customer oriented as you have experienced

with our engineer from our Corporate Company here in Wisconsin coming to your

location to review this issue. We are willing to share the expense that this

non Bruno dealer charged you to disassemble the unit. As was explained in the

earlier letter, we do not take responsibility for the damage to the screw that

we had to replace. This is why we have certified Bruno trained dealers. The non

Bruno dealer ([redacted]) first of all over charged you to remove a

few panels. They did not fix anything and for the work they did to remove the

panels would have taken less than 1 hour. As we reviewed the pictures and our

engineer looked at the ACME main drive screw we found that the screw was

damaged with a tool. This screw would not have had to be replaced but with the

tool marks on the screw this can damage the drive nuts. Bruno did replace the

screw to make this unit right and safe. We suggest you go back to Lins to ask

them why they charged you this amount.

We will be sending a payment through our dealer for the

total of $400.00.

Thank you for your patience during the review process.

Bruno Independent Living Aids

cc: [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

My parents bought a bruno outdoor lift in 2012. since then we have had intermittent problems with the lift not working due to circuit breaker tripping. the installation company/dealer for Bruno has not responded properly, nor fixed the issue. I have now had to hire a new dealer of Bruno to try to assess/fix the problem. That is costing us additional funds, and we are on a fixed retirement income, and both have mobility issues so non -working lift is a risk for both.

I was in the process of placing an order for a Bruno Valet plus seat. I was pleased with the dealer answering questions but I wanted to speak to the manufacturer directly as to suitability of the product, its long term maintenance, and additional items justifying an $8,000 expenditure. First, there is NO telephone number for Bruno.com, and this is by design. I persisted though and called HQ and was flatly told they do not deal with the retail public. I persisted though and ended up with a confrontational woman that for all intents and purposes blew me off with rude, and less than helpful remarks. Based upon this encounter with the company I am no questioning my decision.
However, due to fact that they have the only product that appears to be able to accommodate the disabled person I will dive into this knowing that in the long run it could be a bad decision, but she's worth the risk. With regards to the company, a very poor marketing decision as I am aware of NO manufacturer that will not answer questions about their product, to include GM, all car dealers, Mercedes Benz, et al. What a foolish and parochial view of business.

I have been using Curb sider lifts since 1999, and I will not have another brand for my Odyssey. I have only once had a problem and that was with the wiring to the hand held "remote". However I think something caught it.

The lift is remarkably easy to use and I have had many people stop to ask me about it. of course I carry the information to give them. Thank you for an excellent product that helps my lifestyle.

I bought a turny seat from an individual and installed it myself and had two simple questions. Dont try and find anything out from this company. After an inordinate amount of time one woman finally told me they wont answer my questions. The factory refered me to a dealer who refered me to the factory. I'll figure it out myself. I sure am glad I didn't spend thousands on this thing. Judging from the other similar complaints bruno has good ideas for equipment but a sorry excuse for its customers. If you buy from them make 100% sure that you get the name and number of the installer because you wont get help from anyone else!

Review: I purcchased a Bruno Stairlift and it was installed in June 1913. ------the battery chargig system is not working properly. Bruno refuses to honor thier guarantee.Desired Settlement: Correct the charging system problem.

Business

Response:

April 28, 2014

Review: My complaint involves a defective product manufactured by Bruno Independent Living Aids, namely the Joey VSL-4000HW mobility device lift (serial number [redacted]), which was installed in 2012 by [redacted] of [redacted]. It was installed in a 2011 Dodge Grand Caravan and was used to lift a Pride Celebrity X scooter (weight without batteries 144.5 pounds). The Joey has a rated lift capacity of 350 pounds, yet from the beginning, the heavy end of the scooter, the end with the motor, sagged and dragged over the car's weatherstripping gradually damaging it. In time the sagging became worse to the point that the Joey platform could hardly make it into the car without my wife or someone else lifting it up. When I took it back to [redacted], they found cracks in the platform itself. The cracks were photographed by [redacted] and submitted to Bruno with a request that they Bruno provide a replacement platform since the original platform had obviously been defective in design. While at [redacted] I noted that the new platforms had been redesigned and reinforced. After a period of weeks, I was informed by [redacted] that Bruno had refused to provide a replacement platform. When I asked how much it would cost to buy one, I was told circa $500.Desired Settlement: I would like Bruno to provide a replacement reinforced platform for the original platform which was clearly defective in design.

Business

Response:

September28, 2015 Revdex.comof Wisconsin[redacted] RE: Claim[redacted] – Bruno Joey Lift (VSL-4000HW) serial #[redacted] DearMr. [redacted]: Wehave reviewed your request for a new platform for your Bruno Joey lift, builtin January of 2010. Bruno has a 3 year warranty for defective parts orworkmanship. This unit is beyond the 3 year period. Afterreviewing the pictures of the issue, Bruno has decided to do a onetime goodwilland replace the platform. Thanksfor your patience during the review period. Sincerely, [redacted]BrunoIndependent Living Aids Cc: [redacted]INC. [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,