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El Medical, Inc.

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El Medical, Inc. Reviews (11)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting
the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: if they had done their job I wouldn't have had that problem and that's how I feel
Regards,
*** ***

***,I am so sorry to hear your scooter is not working. We understand the challenges you face when you cannot use your scooter. I pulled your file and see that you spoke to our customer service department on Wednesday and to our parts confirmation representative this morning. She
has identified what parts are needed to fix your scooter. We are ordering those parts and will send them to the technician. Once the tech receives the parts, he will call to schedule an appointment with you. You will have a case manager in our office assigned to your repairShe will contact you in the next week to introduce herself and make sure the process goes smoothly. Thank you for reaching out to us Wheelchair and Scooter Repair

I spoke with *** *** and we have resolved this issue. Thank you

Thank you expressing your concern. It is my intention to provide excellent customer service. I hope the information included in this response will clarify the warranty issue. According to our records, the customer purchased batteries on 5/17/16. We sent a technician out to
install the batteries and did not charge the customer for the technician. In August of 2016, the customer called stating that his batteries were not working properly and he asked that we warranty the batteries. On 8/22/16, we sent warranty batteries and a technician out to the customer and replaced the batteries. There was no charge to the customer. The customer contacted us again on 2/13/2017, asking that we warranty the "warranty batteries" provided on 8/22/16. There is no warranty on "warranty" batteries. The original batteries purchased on 5/17/had a month warranty on them. That warranty ended on 11/16/2016. The information our customer service representative was trying to communicate is the month warranty offered on the batteries purchased on 5/17/ended on 11/16/2016. While we did honor the customer's request in August to warranty batteries purchased on 5/17/2016, the warranty batteries do not extend the initial warranty for another months. The warranty ended on 11/16/2016. If you have further questions, please feel free to email me directly at ***@wsrsolutions.com. Thank you!

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** Yes, the technician did come to house with new parts and before he left I asked him to try out the scooter and it went for a short period of time and then it stopped on him. Technician decided it was the battery that was not working properly and stated that he would send in a order for the battery and usually they take about days to arrive. This was on 10/3/17.Confirmed with Christina at ext *** and she stated the same information, hopefully this corrects the problem after the battery is installed. Hoping for the best.If this corrects the issue then the job will be completed but in the meantime the the scooter is not charging right nor working at all at times but there seems to atleast be an answer to what is wrong

The customer was referred to us by the manufacturer of the scooter. The manufacturer intended and did cover parts for this repair under warranty. The manufacturer never charged the customer for any of the parts and sent those parts at no cost. A detailed listing of the parts would
be available from the manufacturer. Wheelchair and Scooter Repair charged the customer for labor only. Due to the distance between the technician and the customer, the fee for the technician was $350. That fee was collected up front on 7/29/16. Wheelchair and Scooter Repair mailed the customer a receipt for her credit card transaction. Customer was update on 8/2/with information about the tech and that manufacturer was sending parts. The parts were shipped from the manufacturer on 8/5/16. Technician completed repair and Wheelchair and Scooter Repair received his signed paperwork on 8/10/16. From the time we received the order until the signed paperwork was received back to Wheelchair and Scooter Repair was days. Customer did start calling Wheelchair and Scooter Repair again on 8/18/2016. The case manager was out and returned the call on 8/25/and twice on 8/26/but there was no answer from customer. Customer has called us again and given us her email address and we have emailed another copy of the receipt. The itemized part receipt for the customer would be available from the manufacturer but she was not charged for the parts. Wheelchair and Scooter Repair provided timely service and mailed the credit card receipt to customer. Customer did not contact us following the repair completion until 8/18/16. She has been emailed a receipt subsequently

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
They did not mail me a receipt before my scooter was repaired I explained that I need the paper because a tranfer bus had dropped my scooter out of the bus and had told me they would pay for it to be repaired.  I told them I would have to email the receipt to the bus company.  At that time I asked them to email me a receipt and gave the lady my email.  When they phoned me for the payment once again I asked to have a receipt emailed to me and explained again why I needed it.  Never did I ask that it be mailed to me and I never got a receipt and the mail.  When I finely got someone to answer my probable 20 some messages she told me that I had never asked for a reciept and that I hadn't been calling this was the first they had heard from me the number I called was ###-###-#### & ###-###-#### one of them trasford me to them like I told her that they did.  When the man repaired the scooter I asked him for a receipt.  He told me I would get the receipt from the company he didn't have only the work order.  They act like this is the first time I ever asked for a receipt.  She told me she would have to just write me up something.  If they had mailed me a Receipt don't you think that they would have a copy of the receipt?  Why would they have to write me up something?  I have my [redacted] bill that will show how many times I have called the numbers that I give you if you want them I will sent you copies not something I just wrote up.  Please let me know.Thank you[redacted]

I have spoken with [redacted] and he understands that we are following our policy and procedure for a return trip.  He will call us if and when he wants the service technician to return to his home.

[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.]
Revdex.com:
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,
[redacted]

I am sorry that [redacted] is frustrated but believe we have been honest in our communication.  We are working with [redacted] but, unfortunately, cannot provide him the joystick that he is requesting.  My staff has been honest that we are working to be able to provide him the part...

directly but at this time we cannot.  [redacted] did have an issue to resolve with Medicare due to his address change.  He successfully resolved that and when our CSR told him that we could move forward, she was referring to [redacted] changing his address.  Since the discussion with my Director of Operations yesterday, [redacted]'s physician refused to sign a prescription for the repair so again, there is a change that is out of our control and we cannot proceed.  At any time, [redacted] has been free to call [redacted] directly and request a repair.  I appreciate [redacted] taking the time to write to the Revdex.com.  I take great pride in my business and hope that each customer is satisfied and apologize that we have been unable to help him.

I understand that the customer is not satisfied.  It is my intention to provide excellent service to our customers.  Our company provided the service that was requested by the customer and the manufacturer provided the parts at no charge.  When we complete a service sale, we do not create an invoice outlining the labor portion of the job.  We send a copy of the credit card receipt to the customer.  This receipt was mailed to the customer via USPS.  I do not know why it was not received by the customer but we did mail it.  When asked to provide a detailed receipt of the labor, we would have created an invoice that is not typical of our procedure.  It was not a problem but it would have been something different than we mailed out following the processing of the customer's credit card.  I do see in our call system that multiple calls were made to our office on August 18.  Our case manager was out of our office.  I also see calls coming into our office from the customer and then our office calling the customer back on Aug. 25,26,29,30.  I would be happy to talk to the bus company that damaged the scooter to explain the labor portion.  Is there a phone number of someone at the bus company that I can have?  It seems that if the bus company were willing to accept our invoice and reimburse the customer for the damage they created, the customer would be more satisfied.  Please let me know if there is a way for me to call the bus company and find out why they are not allowing the customer to submit the invoice or if they need one directly from our company.

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Address: Manassas Park, Virginia, United States, 20111-4836

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