Douglas Medical Equipment Supl

April 10, 2017Revdex.comComplaint ID: [redacted] ( [redacted] )First, I wanted to apologize for our delayed responseI wasn't aware of the complaintuntil after we were contacted by a Revdex.com representative by phoneThey had sent a letterearlier, but addressed it to a manager long gone from our company, so the mail wasdiscounted as solicitation and disposed of.This matter is largely a failure to communicate or set a proper expectation of service onour partThe customer mentioned in the complaint currently utilizes power wheelchairequipment that is probably manufactured years ago and is no longer in activeproductionDue to the age of her equipment we were working physical therapists andthe insurance company to get approval for a new power wheelchair.We had replaced a belt on this same chair approximately months earlierThecomplaint was the new belt was starting to fray and our customer feared it would breakand leave her without the use of her wheelchairOur experience told us the belt wasn'tin as bad a shape as the customer suspected and our opinion was it was in no danger ofbreakingWe should have done a better job of settling her fears of breakage to easeher mind and let her know we would deal with the issue in a timely manner.As of March 13th, both drive belts on her wheelchair have been replacedThe insurancehas denied her request for a.replacement wheelchair.We have one complex rehab I wheelchair technicianAfter 20+ years of working withmembers of our community, he has several customers to satisfy and gets spread prettythin attempting to do just thatThat's not an excuse for the lack of communication weexhibited in this caseWe hope to do better moving forward

My grandma is 100% confined to her wheelchair and she was sent to work with Wayne at DMES a very long time agoShe has been trying to get a new chair, and in the process, needs to keep the chair she has workingShe needs a new belt and asked for one to be ordered over five months agoWe went in to the office Wednesday the first of March She asked to speak to Wayne and was immediately told he was not there, even though the lady did not even checkHe comes walking outMy grandma asked him about the belt he was supposed to have ordered months ago and he tells he hasn't even ordered it yet because he forgotThis is not the first time this has happenedHe treats her and others we have spoke with like he has more important things to doI would appreciate it if something could be done about thisThe people that go in there as customers are there because their lives are hard enough as it is without having to be treated like they don't matter by some of the people they should mat

April 10, 2017Revdex.comComplaint ID: [redacted] ([redacted])First, I wanted to apologize for our delayed response. I wasn't aware of the complaintuntil after we were contacted by a Revdex.com representative by phone. They had sent a letterearlier, but addressed it to a manager long gone from our...

company, so the mail wasdiscounted as solicitation and disposed of.This matter is largely a failure to communicate or set a proper expectation of service onour part. The customer mentioned in the complaint currently utilizes power wheelchairequipment that is probably manufactured 20 years ago and is no longer in activeproduction. Due to the age of her equipment we were working physical therapists andthe insurance company to get approval for a new power wheelchair.We had replaced a belt on this same chair approximately 10 months earlier. Thecomplaint was the new belt was starting to fray and our customer feared it would breakand leave her without the use of her wheelchair. Our experience told us the belt wasn'tin as bad a shape as the customer suspected and our opinion was it was in no danger ofbreaking. We should have done a better job of settling her fears of breakage to easeher mind and let her know we would deal with the issue in a timely manner.As of March 13th, both drive belts on her wheelchair have been replaced. The insurancehas denied her request for a.replacement wheelchair.We have one complex rehab I wheelchair technician. After 20+ years of working withmembers of our community, he has several customers to satisfy and gets spread prettythin attempting to do just that. That's not an excuse for the lack of communication weexhibited in this case. We hope to do better moving forward.