Core Care Direct

Review: A couple of years ago I bought a lift chair from Core Care. The chair mechanism was guaranteed for life. About a year after having the chair the mechanism started to fail. Core Care sent someone out and replaced the entire mechanism in December 2013. This repair lasted only a couple of months. In April I called Core Care again. The problem had just started to return so when the repair man came out the chair seemed to work fine at first, but finally the chair malfunctioned when the repair man was on it. The repair said he would document the problem and I should call him if it got worst. In late May I called again and Core Care said they were going to order a part. I objected to this since all the parts had already been changed in December. I was asked to let the repair be done and if the problem occurred again Core Care would talk to the manufacturer about replacing the chair. So after the parts came in they scheduled a repairman to come out. On the day that they were to come out they called and said that they wanted to take the chair back to their office. It was a Tuesday and I asked how long they would have the chair (I am disabled and do need the chair). The repairman said they would return it the same day or Wednesday. After 24 hours I had to call twice only to find out that no one had touched the chair. I was told the chair would definitely be ready Thursday. After two calls on Thursday I found that the chair still had not been worked on. At this point I demanded that the chair be returned since I needed it. Later on Thursday the owner of Core Care, [redacted], asked me to let them have the chair to Friday. He said the chair would be fixed and if I had any further problems with the chair he would call the manufacturer about replacing the chair. I agreed. On Friday the chair was returned and I was asked to try it out. I wrongfully declined saying that even if it didnt work I was not going to let them take it again. After they left I tried the chair and it was worst that when they took it. I immediately called [redacted] and told him about the chair. I told him that I was done wasting my time and theirs by them working on the chair since two attempts accomplished nothing. I said that if [redacted] wanted to get in touch with the manufacturer about replacing the chair I was fine with that, but as far as further futile attempts to do the same repairs that twice did not work I was against. [redacted] said he would call the manufacturer. Thats been two weeks and Ive heard nothing. Now the only thing I see to do is to use the chair until it is so bad that I put it on the curb and get another chair.Desired Settlement: new or refurbished chair

Business

Response:

Response to Complaint

The warranty is a limited life time warranty of parts and components by the manufacturer. Core Care Technologies, Inc. makes no such guarantees. Mechanical failures of devices will occur overtime. Regarding the frequency of repairs and reliability of this chair, we are in agreement with the customer that this is a pattern that is likely mechanical or design in nature.

Background

The chair (Golden Technologies PR5 OIL-26) was purchased from our company in the Spring of 2011. The following Spring of 2012, the customer reported an issue with the remote. We made a service call and replaced the remote under warranty including parts and labor. During the Fall of 2013, the customer reported an abnormal operation/ symptom of the chair, we made a home visit, could not identify the issue, but applied white lithium grease to the joint mechanisms in the chair. The fall of 2013 the customer reported the leg rest was sticking, we made a home visit diagnosed the problem, then ordered replacement parts under warranty which included parts and labor but not the cost of the shipping fees by the manufacturer. The chair was rebuilt in late December 2013 including a new frame, scissor mechanism, and arm rests. Late Spring 2014, the customer called to advise the problem retruned. We made another home visit, ordered replacement parts. When the parts arrived, we advised we would be picking up the chair from the customer, repair it and return it. The customer did not have confidence that the repair would work given the history of the chair. The customer wanted the chair back within 2-3 days. On the 3rd day, we still needed time to finish the repair. The customer insisted on the chair being returned. I assured the customer we needed one more day and we would deliver the chair at a scheduled time. He reluctantly agreed. We delivered the chair as promised, however the customer stated he felt the chair was worse. I spoke with him and advised the manufacturer is entitled to due process of the second major repair and that if the chair failed again, we would advocate for him.,The customer advised in a resigning statement that he guessed that is the “best he could hope for”. I advised I would speak with the manufacturer and relay dissatisfaction of which I did. Approximately two weeks later the customer had an expectation of a resolution and we received the letter from the Revdex.com. Upon receipt of the letter from the Revdex.com, I called the patient, made another home visit and did a comprehensive review of the chair. I took both pictures and videos. My observation included but was not limited to; the customer size and body type was appropriate for the chair, the chair was not abused, the positioning of the chair in the room did not lend itself to an abnormal wear or positioning pattern and that an issue did exist with the left scissor of the chair..The first couple of operations of the chair seemed to run within normal limits, then one operation the scissor seemed to stick then release. It is subtle in nature and poses no harm to the customer, however over time we would expect the condition to worsen. I documented the scissor leg on the left side was slightly out of alignment and the customer seemed to have a sunken position on the right side.

Following my home visit with the customer, I notified the manufacturer and advised we would

be upgrading the customers chair to a dual motor system with a 500 lb. weight capacity at no additional cost to the customer. The customer in the interim will continue to use his existing

chair until the new chair is available. I advised the customer that the chair per the manufacturer is a 15 day build. The customer was satisfied with plan for resolution.

Resolution

The company has responded to the customers complaints consistently over the course of ownership of the chair. Certain components of the chair have a limited lifetime manufacturers warranty. This does not include labor nor the shipping fees applied by the manufacturer. We have operated in good faith to restore reliability to the chair. The customer should expect the company to advocate for them and work towards a reasonable satisfaction.

Plan

Core Care Technologies, Inc. will upgrade the customers chair to a dual motor actuator which should level out the lifting mechanism. This chair is new and at no additional cost to the customer. The chair is a 15 business day (approximate delivery date 7/ 16/2014) builder from Golden Technologies. The customer is aware. The customer will continue to use the chair he has until the new chair is available.