As I stated in my previous response, John is the lead tech on repair matters. My other techs usually work with assembly and delivery, as well as programming and adjustments for users specifications. I could certainly send someone else but John has the most diagnostic and repair experience (yrs) and factory training. As to the ability of other vendors to service any given piece of equipment: If the product is part of the *** competitive bid then a competitive bid winner (like Fonte’s) must do the repair. Below I have included a list of bid winners in the wheelchair category. There are many. All may bill for wheelchair repairs and service. However, you will find that few will service a complicated piece of mobility equipment like your wheelchair because they don’t have the trainingLuckily, your wheelchair is so complicated it was excluded from the *** bid and therefore can be serviced by ANY *** provider who has the experience. I have included the chart and references if anyone should have a questionAs I stated before I am glad to send one of my ATP’s to look at your chair and try an get to the bottom of the issuesMarty
I have been asked to address the above referenced complaint by the owner, Michael FonteCustomer received the scooter on 3/14/The amount paid by NYS *** was $The first repair due to misuse occurred the first month the customer owned itThe ignition key switch was broken in its
housing (it did not fail due to defect)In June/July she needed a new battery chargerThe charger cord was ripped out of the scooter and could not be repairedThis occurred when she was in NYCShe would not pay for shipping chargesWhen she returned to *** we examined the scooter and found evidence that the locking mechanism for the battery box was not being used consistentlyThis causes the battery box to jump off its connection points when traveling over bumpsWhen this occurs the scooter loses power and jerks to a stopWhen the box lands back in its saddle points the scooter will again have power available once the key is cycled off and onUnfortunately this action causes damage to the battery connection points (the evidence that the technician found)Poor connections can cause short-circuits and power drainWe replaced the batteries in September The scooter was in overall very poor condition at that timeThe battery box contained a substantial amount of liquid-possibly urineIn January the customer was calling for new batteries againWe explained that her insurance will only replace the batteries yearly and she wouldn't be eligible for paid replacement until September There has never really been an issue with the manufacturer's warranty because every issue has been due to customer abuse/misuseRipped cables, broken key switches, battery boxes filled with liquid, and not using the required battery clamps are NOT warranty issuesFonte Surgical Supply is glad to submit any reimbursable service work to the customers
insurance within that insurances guidelinesHowever, consistent maltreatment of the equipment will always put this customer in a precarious situationIt should be noted that this customer frequently screams at people on the phone and in the storeWhile her frustrations are duly noted we have warned her that that behavior will not be toleratedHer behavior is the main reason Fonte's no longer wishes to serve herSincerely, Marty B. President
I have been asked to address the above referenced complaint by the owner, Michael FonteI have researched the complaint and can find no transaction for the stated amount on 12/23/Furthermore, our stores were closed on the 'problem' date of 12/24/I am not disputing that this situation may
have occurredI just cannot identify the transaction and therefore who handled it to further investigateI would ask that the information is verified and perhaps provide the invoice numberBecause our products are medical in nature and many go directly on the body we necessarily have a restrictive return policy to protect our customers. We have to be confident that our practices do not cause any harm to the person who may receive a previously returned productThe complainants statement that the products can just be 'sent back to the company is a bit oversimplifiedThe manufacturers of medical products also must maintain safe practices but have excellent customer service in the case of product defects (which is not the case here)Our general statement is on the back of our receipts and posted in more detail in the storeGenerally we prefer to measure and fit compression hosiery ourselves in the storeThis assures customer compliance and proper sizingWe also will counsel customers when they are buying for someone elseI apologize if this did not occur but without more information it is hard to verifyBy the price I would assume the stockings were over-the-counter low compression socks and are usually very comfortableI would be glad to look into the situation further if more information can be providedSincerely Marty BPresident
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I have spoken to the Customer Service Reps who spoke to the customer and reviewed the customers complaint. I would like to point out a few items: The customer was measured and fitted with the stockings. Any manufacturers defect would have been noted at the time. The 'problem' noted was not in...
a seam area which is where most manufacturers defects occur. The customer did not return to the the store within a reasonable amount of time. Customer worn products are not returnable except for manufacturers defects. Compression stockings can be difficult to don and therefore are sometimes damaged in the process of donning, whether it be by snags on toenails or fingernails, rings etc. While the manufacturer seems ready to assist they rely on us to analyze the product before return or risk not being reimbursed or having the product returned. While we would like to assist all customers who have damaged their product it is unfair to burden the manufacturer or the vendor for an issue that is not of our making. Furthermore, the customer has posted unfair reviews on line despite our policies being on his invoice and posted in the store. I would consider a product exchange if the customer removes the negative comments.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mrs. [redacted] is in a rehab facility due to running into the corner of her desk with her wheelchair. Apparently Fonte's representative turned up the speed on the wheelchair on that last attempt to resolve the issues. Mrs. [redacted] ripped open her legs and left quite a bit of flesh on her desk (according to her son). This is so appalling to me because Mrs. [redacted] is now displaced from her home and strongly desires to get back to her own home. Revdex.com received an additional response that the wheelchair was supposed to be turned down but instead was made to speed up and a summary of what was done to the wheelchair is requested.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Fonte should review store video to verify my recollection of my attempt to indentify compression sock defect approx 8 days after purchase (June 30th). Store staff were not helpful their response was can't return product was worn. I called other store and they also responded in the same way. Please Fonte kcheck you store video. I do't believe are being honest with their management.
Regards,
[redacted]
I have been asked to address the above referenced complaint by the owner, Michael Fonte. The complaint states that the customer has called every 30 days (exactly) and we have ignored her issues. We did receive a call about an issue in October, and one in late December but there is no...
basis to the complaint that we have ignored her. Ms. [redacted] has had recurring issues with her joystick (J/S) and her legrests, both of which have been caused by repeated contact with walls and doors per the technicians observations. Furthermore she has complained about the wheelchair operating at a much lower speed than it should. The technician has explained multiple times that the wheelchair automatically goes into a slower speed mode if the chair is reclined or legrests raised past a certain predetermined angle. This feature is to protect the chair and user from accidents. Here is a listing of notes placed in the customers file for the last 18 months: 8/4/2016 - (KLF) BUTTONS ON CONTROLLER ARE NOT WORKING PROPERLY - SEAT/FEET WILL NOT RAISE = REPLACED OVERLAY. SHOWED CUSTOMER PROPER USAGE AGAIN. OK. 4/14/2017 – CUSTOMER HAS CALLED MULTIPLE TIMES COMPLAINING ABOUT THE BATTERY AND THE J/S NOT WORKING PROPERLY & JK HAS BEEN OUT THERE NUMEROUS TIMES FOR THE SAME ISSUES. HAIRDRESSER HAS BEEN CALLING AND EXTREMELY RUDE AND DEMANDING INFORMATION REGARDING MS [redacted] - SHE HAS BEEN NOTIFIED MULTIPLE TIME THAT WE CANNOT DISCUSS THIS WITH HER. SHE CALLED TODAY AND WAS BEYOND RUDE TO ME & TO JOHN ON THE PHONE - HUNG UP ON JOHN. 04/18/2017 BATTS ARE TESTING LOW VOLTAGE - IN NEED OF REPLACEMENT = R&R BATTS IN UNIT. STILL WAITING FOR J/S MTNG BRACK. 07/06/17 J/S LOOSE AGAIN = R&R BOKEN J/S MOUNTING BRACKET. 10/2/17 (LLF) RECEIVED CHART NOTES STATING PWC ISNT WORKING. 10/18/17 J/S FALLING OFF = ADJ J/S OK. 12/21/17- CHART NOTES STATE USE OF POWER WHEELCHAIR. 12/26/2017 - NOT ELIG FOR BATTERIES UNTIL MAY 2018 (KLF). 1/18/18- DR ORDER SIGNED AND DATED FOR 1/17/18. 1/19/18- RECD AUTH FOR 2 UNITS OF LABOR. As you can see we have been handling the issues as they come up however it is important to note that there is a significant amount a wear and tear being caused by running into objects. This is something of a concern as to the driving ability or vision of the operator. Fonte’s remains committed to serving the needs of all of our customers. Sincerely, Marty B. President
As I stated in my previous response, John is the lead tech on repair matters. My other techs usually work with assembly and delivery, as well as programming and adjustments for users specifications. I could certainly send someone else but John has the most diagnostic and repair experience (yrs) and factory training. As to the ability of other vendors to service any given piece of equipment: If the product is part of the *** competitive bid then a competitive bid winner (like Fonte’s) must do the repair. Below I have included a list of bid winners in the wheelchair category. There are many. All may bill for wheelchair repairs and service. However, you will find that few will service a complicated piece of mobility equipment like your wheelchair because they don’t have the trainingLuckily, your wheelchair is so complicated it was excluded from the *** bid and therefore can be serviced by ANY *** provider who has the experience. I have included the chart and references if anyone should have a questionAs I stated before I am glad to send one of my ATP’s to look at your chair and try an get to the bottom of the issuesMarty
I have been asked to address the above referenced complaint by the owner, Michael FonteCustomer received the scooter on 3/14/The amount paid by NYS *** was $The first repair due to misuse occurred the first month the customer owned itThe ignition key switch was broken in its
housing (it did not fail due to defect)In June/July she needed a new battery chargerThe charger cord was ripped out of the scooter and could not be repairedThis occurred when she was in NYCShe would not pay for shipping chargesWhen she returned to *** we examined the scooter and found evidence that the locking mechanism for the battery box was not being used consistentlyThis causes the battery box to jump off its connection points when traveling over bumpsWhen this occurs the scooter loses power and jerks to a stopWhen the box lands back in its saddle points the scooter will again have power available once the key is cycled off and onUnfortunately this action causes damage to the battery connection points (the evidence that the technician found)Poor connections can cause short-circuits and power drainWe replaced the batteries in September The scooter was in overall very poor condition at that timeThe battery box contained a substantial amount of liquid-possibly urineIn January the customer was calling for new batteries againWe explained that her insurance will only replace the batteries yearly and she wouldn't be eligible for paid replacement until September There has never really been an issue with the manufacturer's warranty because every issue has been due to customer abuse/misuseRipped cables, broken key switches, battery boxes filled with liquid, and not using the required battery clamps are NOT warranty issuesFonte Surgical Supply is glad to submit any reimbursable service work to the customers
insurance within that insurances guidelinesHowever, consistent maltreatment of the equipment will always put this customer in a precarious situationIt should be noted that this customer frequently screams at people on the phone and in the storeWhile her frustrations are duly noted we have warned her that that behavior will not be toleratedHer behavior is the main reason Fonte's no longer wishes to serve herSincerely, Marty B. President
I have been asked to address the above referenced complaint by the owner, Michael FonteI have researched the complaint and can find no transaction for the stated amount on 12/23/Furthermore, our stores were closed on the 'problem' date of 12/24/I am not disputing that this situation may
have occurredI just cannot identify the transaction and therefore who handled it to further investigateI would ask that the information is verified and perhaps provide the invoice numberBecause our products are medical in nature and many go directly on the body we necessarily have a restrictive return policy to protect our customers. We have to be confident that our practices do not cause any harm to the person who may receive a previously returned productThe complainants statement that the products can just be 'sent back to the company is a bit oversimplifiedThe manufacturers of medical products also must maintain safe practices but have excellent customer service in the case of product defects (which is not the case here)Our general statement is on the back of our receipts and posted in more detail in the storeGenerally we prefer to measure and fit compression hosiery ourselves in the storeThis assures customer compliance and proper sizingWe also will counsel customers when they are buying for someone elseI apologize if this did not occur but without more information it is hard to verifyBy the price I would assume the stockings were over-the-counter low compression socks and are usually very comfortableI would be glad to look into the situation further if more information can be providedSincerely Marty BPresident
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I have spoken to the Customer Service Reps who spoke to the customer and reviewed the customers complaint. I would like to point out a few items: The customer was measured and fitted with the stockings. Any manufacturers defect would have been noted at the time. The 'problem' noted was not in...
a seam area which is where most manufacturers defects occur. The customer did not return to the the store within a reasonable amount of time. Customer worn products are not returnable except for manufacturers defects. Compression stockings can be difficult to don and therefore are sometimes damaged in the process of donning, whether it be by snags on toenails or fingernails, rings etc. While the manufacturer seems ready to assist they rely on us to analyze the product before return or risk not being reimbursed or having the product returned. While we would like to assist all customers who have damaged their product it is unfair to burden the manufacturer or the vendor for an issue that is not of our making. Furthermore, the customer has posted unfair reviews on line despite our policies being on his invoice and posted in the store. I would consider a product exchange if the customer removes the negative comments.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mrs. [redacted] is in a rehab facility due to running into the corner of her desk with her wheelchair. Apparently Fonte's representative turned up the speed on the wheelchair on that last attempt to resolve the issues. Mrs. [redacted] ripped open her legs and left quite a bit of flesh on her desk (according to her son). This is so appalling to me because Mrs. [redacted] is now displaced from her home and strongly desires to get back to her own home. Revdex.com received an additional response that the wheelchair was supposed to be turned down but instead was made to speed up and a summary of what was done to the wheelchair is requested.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Fonte should review store video to verify my recollection of my attempt to indentify compression sock defect approx 8 days after purchase (June 30th). Store staff were not helpful their response was can't return product was worn. I called other store and they also responded in the same way. Please Fonte kcheck you store video. I do't believe are being honest with their management.
Regards,
[redacted]
I have been asked to address the above referenced complaint by the owner, Michael Fonte. The complaint states that the customer has called every 30 days (exactly) and we have ignored her issues. We did receive a call about an issue in October, and one in late December but there is no...
basis to the complaint that we have ignored her. Ms. [redacted] has had recurring issues with her joystick (J/S) and her legrests, both of which have been caused by repeated contact with walls and doors per the technicians observations. Furthermore she has complained about the wheelchair operating at a much lower speed than it should. The technician has explained multiple times that the wheelchair automatically goes into a slower speed mode if the chair is reclined or legrests raised past a certain predetermined angle. This feature is to protect the chair and user from accidents. Here is a listing of notes placed in the customers file for the last 18 months: 8/4/2016 - (KLF) BUTTONS ON CONTROLLER ARE NOT WORKING PROPERLY - SEAT/FEET WILL NOT RAISE = REPLACED OVERLAY. SHOWED CUSTOMER PROPER USAGE AGAIN. OK. 4/14/2017 – CUSTOMER HAS CALLED MULTIPLE TIMES COMPLAINING ABOUT THE BATTERY AND THE J/S NOT WORKING PROPERLY & JK HAS BEEN OUT THERE NUMEROUS TIMES FOR THE SAME ISSUES. HAIRDRESSER HAS BEEN CALLING AND EXTREMELY RUDE AND DEMANDING INFORMATION REGARDING MS [redacted] - SHE HAS BEEN NOTIFIED MULTIPLE TIME THAT WE CANNOT DISCUSS THIS WITH HER. SHE CALLED TODAY AND WAS BEYOND RUDE TO ME & TO JOHN ON THE PHONE - HUNG UP ON JOHN. 04/18/2017 BATTS ARE TESTING LOW VOLTAGE - IN NEED OF REPLACEMENT = R&R BATTS IN UNIT. STILL WAITING FOR J/S MTNG BRACK. 07/06/17 J/S LOOSE AGAIN = R&R BOKEN J/S MOUNTING BRACKET. 10/2/17 (LLF) RECEIVED CHART NOTES STATING PWC ISNT WORKING. 10/18/17 J/S FALLING OFF = ADJ J/S OK. 12/21/17- CHART NOTES STATE USE OF POWER WHEELCHAIR. 12/26/2017 - NOT ELIG FOR BATTERIES UNTIL MAY 2018 (KLF). 1/18/18- DR ORDER SIGNED AND DATED FOR 1/17/18. 1/19/18- RECD AUTH FOR 2 UNITS OF LABOR. As you can see we have been handling the issues as they come up however it is important to note that there is a significant amount a wear and tear being caused by running into objects. This is something of a concern as to the driving ability or vision of the operator. Fonte’s remains committed to serving the needs of all of our customers. Sincerely, Marty B. President