Eco Medical Equipment

In response to the complaint made by *** ***, it is with great disappointment to learn this long time customer has a grievance against Eco Medical, despite her knowing what processes are required before we can move forward with her requestIn an effort to advise the Revdex.com the nature of our
business , it's important to learn that the majority of it involves the sales and service of manual and power mobility equipment. That said, the majority is also financially covered by a 3rd party government entityAs this 3rd party is financially responsible, we are bound by their direction on whether they're prepared to move forward with an authorization or deny itUnfortunately, this can take some timeWe are involved with customers everyday that require repairs to this equipment which requires us to obtain authorization from a 3rd party entity who pays for it. We are limited on what we can do until this occurs. As *** pointed out, it can take months before parts are available. This is due to us waiting for days, weeks or even months to obtain this authorization before we can proceed with these repairs. Customers do become frustrated with this wait and it's easy to blame Eco, as we're the ones in front of the client. *** *** *** neglected to inform you that we've been playing phone tag with her as wellShe also neglected to advise you that an Occupational Therapist must conduct an assessment to determine what her requirements are at this point, as they do change overtimeThe Occupational Therapist then submits this request to the 3rd party entity. The OT's in this province are overworked as it is and can sometimes find it difficult to submit these requests in as timely a fashion as maybe we'd all like. This particular request is for major changes to her power wheelchair (about $14.000) and our experience dictates that this will not be approvedTo provide as competitive a quote as possible to the 3rd party entity, we too must obtain quotes from various manufacturers. We too are at their mercy, awaiting a response prior to our price submission. It can be quite a processThe Chair is already years old and we're certain this will be a difficult approval, if we even get one. At this point, it's out of our handsIt's frustrating when we constantly take the heat when there's nothing we can do but "hurry up and wait"Eco does a high volume of business with this community, to a point where we recently hired additional people to handle the volume of callsEco obtained it’s reputation since to offer the best customer service that we can. We’ve responded to this increase in volume we’ve experience in the past monthsWe feel ***’s frustrations; however, we’re limited on what we can do* *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** Respectfully, Chris M*** General Manager

In response to the complaint made by [redacted], it is with great disappointment to learn this long time customer has a grievance against Eco Medical, despite her knowing what processes are required before we can move forward with her request. In an effort to advise the Revdex.com the nature of our...

business , it's important to learn that the majority of it involves the sales and service of manual and power mobility equipment.  That said, the majority is also financially covered by a 3rd party government entity. As this 3rd party is financially responsible, we are bound by their direction on whether they're prepared to move forward with an authorization or deny it. Unfortunately, this can take some time. We are involved with customers everyday that require repairs to this equipment which requires us to obtain authorization from a 3rd party entity who pays for it.  We are limited on what we can do until this occurs.  As [redacted] pointed out, it can take months before parts are available.  This is due to us waiting for days, weeks or even months to obtain this authorization before we can proceed with these repairs.  Customers do become frustrated with this wait and it's easy to blame Eco, as we're the ones in front of the client.  [redacted] neglected to inform you that we've been playing phone tag with her as well. She also neglected to advise you that an Occupational Therapist must conduct an assessment to determine what her requirements are at this point, as they do change overtime. The Occupational Therapist then submits this request to the 3rd party entity.  The OT's in this province are overworked as it is and can sometimes find it difficult to submit these requests in as timely a fashion as maybe we'd all like.  This particular request is for major changes to her 2010 power wheelchair (about $14.000) and our experience dictates that this will not be approved. To provide as competitive a quote as possible to the 3rd party entity, we too must obtain quotes from various manufacturers.  We too are at their mercy, awaiting a response prior to our price submission.  It can be quite a process. The Chair is already 7 years old and we're certain this will be a difficult approval, if we even get one.  At this point, it's out of our hands. It's frustrating when we constantly take the heat when there's nothing we can do but "hurry up and wait". Eco does a high volume of business with this community, to a point where we recently hired 2 additional people to handle the volume of calls. Eco obtained it’s reputation since 1978 to offer the best customer service that we can.  We’ve responded to this increase in volume we’ve experience in the past 12 months. We feel [redacted]’s frustrations; however, we’re limited on what we can do. [redacted] Respectfully,  Chris M[redacted] General Manager