Freedom Lifts

With regard to the complaint from Mr [redacted] : Mr [redacted] purchased his [redacted] from Freedom Lifts on 4/22/2014.Since that time he had (3) requests for service:1/ 9/9/- Technician did not find any problem with the unit Unit did not display any Fault codes Technician replaced the batteries free of charge "as a precaution" only.9/12/- Technician did not find any problem with the unit Tech ran the unit a couple of dozen times without failure The Factory determined that the batteries we returned to them from the previous call on 9/9/were indeed "good".10/9/- Technician determined that when the lift is leaving the landing zone at the bottom and the footrest safety sensor is activated at the same time due to feet hanging off the footrest (technician observed Mr [redacted] 's feet hanging over the edge of the footerest) causing the lift to stop running (as it is intended to do) Once the safety sensor has been activated in that zone (bottom landing) the lift must be returned to the very bottom in order to reset the safety sensor (4-inches).Although these (3) services calls were "billable" calls due to the fact that there wasn't anything wrong with the lift, Mr [redacted] was not charged for any of the service calls.In Mr [redacted] 's complaint dated 12/1/2014, ID# [redacted] , Mr [redacted] has included in his complaint that he no longer lives at the address where the lift was installed and therefor would like a refund on the lift that he isn't using anymore,Freedom Lift's was contacted by [redacted] , Attorney for Mr [redacted] and Freedom Lift's forwarded the above information to her on 11/11/

We Did spend a lot of time looking for any reason that the lift may indeed be a problemWe take customer complaints very seriously so we go through all possible scenarios to see if there might be a reason that the lift to fail..When we are in a customers home and see that the lift is functioning as designed we start to look at other outside the lift reasons for failureFor example: The lift capacity of this product is lbs If one were to weigh more than that it would have difficulty going up the stairs.....The customer has stated that he is not over lbs..On the last visit there we had Mr [redacted] ride the lift He contacted the foot rest as it was leaving the bottom landingThere is a safety edge on that part of the lift that prevents the lift from running over a footWhen this edge is contacted in that part of the track it is necessary for the lift to return to the bottom landing to reset we literally are talking about moving the lift back down only a few inches.This lift has always worked as designed and lifts the capacity of lbs consistently It has not ever failed to do so.Mr [redacted] moved from that location and now no longer needs the lift At no time did this lift stop working for us..Even when we were in the house for two hours looking for a problem

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Please demand copies of the work orders from himUnit keeps stopping- not sure if footrest is hittingNo mention of my foot hanging offStairs are movingMy contractor put screws in the stairs and unit still had problemsI asked the technician if the stairs aren't moving why the problem? If their wasn't a problem, why did technician spend over two hours trying to fix the problem? Why did he tell my lawyer that maybe the problem was that I was over the weight limit for the machine? Why did the last technician observe a problem one time only, yet only put in his report that my foot was over the edge one time onlyThese were two separate incidences and I said to him that my foot my have been over the edge, but not pointed down as to trip the sensorThis could have been the second failure on the chairs part that dayPeople who live in my home observed numerous malfunctionsOnly a fool would observe numerous malfunctions, and spend over an hour on the phone with the company trying to fix the problemI am not calling his technician a foolBefore he left it ran well for awhile and then reverted back to malfunctioningAs this chair has caused me nothing but stress and anguish I have moved to a place with a bedroom on the first floorHis secretary suggested that I should do this, as there was nothing wrong with the chairMy doctor was ready to attest to my actual weight, which was far below his guess as to my actual weight, even though he had met me prior to installing the chairIf its not my weight, my foot, or the stairs causing the problem, what could it bePlease take a look at his extensive detailed work orders as he didThe chair is being stored in a secure safe place, and I am willing to return this, in his opinion, perfectly well running machine to him and he returns the money I have paid for this device

We Did spend a lot of time looking for any reason that the lift may indeed be a problemWe take customer complaints very seriously so we go through all possible scenarios to see if there might be a reason that the lift to failWhen we are in a customers home and see that the lift is functioning as designed we start to look at other outside the lift reasons for failure
For example: The lift capacity of this product is lbs. If one were to weigh more than that it would have difficulty going up the stairsThe customer has stated that he is not over lbsOn the last visit there we had Mr*** ride the lift. He contacted the foot rest as it was leaving the bottom landingThere is a safety edge on that part of the lift that prevents the lift from running over a footWhen this edge is contacted in that part of the track it is necessary for the lift to return to the bottom landing to reset... we literally are talking about moving the lift back down only a few inchesThis lift has always worked as designed and lifts the capacity of lbs consistently
It has not ever failed to do soMr*** moved from that location and now no longer needs the lift
At no time did this lift stop working for usEven when we were in the house for two hours looking for a problem

With regard to the complaint from Mr***:
Mr*** purchased his *** from Freedom Lifts on 4/22/Since that time he had (3) requests for service:
1/ 9/9/- Technician did not find any problem with the unit. Unit did
not display any Fault codes. Technician replaced the batteries free of charge "as a precaution" only.9/12/- Technician did not find any problem with the unit. Tech ran the unit a couple of dozen times without failure. The Factory determined that the batteries we returned to them from the previous call on 9/9/were indeed "good"10/9/- Technician determined that when the lift is leaving the landing zone at the bottom and the footrest safety sensor is activated at the same time due to feet hanging off the footrest (technician observed Mr***'s feet hanging over the edge of the footerest) causing the lift to stop running (as it is intended to do). Once the safety sensor has been activated in that zone (bottom landing) the lift must be returned to the very bottom in order to reset the safety sensor (4-inches)Although these (3) services calls were "billable" calls due to the fact that there wasn't anything wrong with the lift, Mr*** was not charged for any of the service callsIn Mr***'s complaint dated 12/1/2014, ID# ***, Mr*** has included in his complaint that he no longer lives at the address where the lift was installed and therefor would like a refund on the lift that he isn't using anymore,
Freedom Lift's was contacted by *** ***, Attorney for Mr*** and Freedom Lift's forwarded the above information to her on 11/11/

Do not use this company. They take advantage of handicapp older people. They did not repair the stairs as promised when purchased. Shawn in particular is extremely rude. They lie and take your money without the service to back them up. Stay away from them

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Please demand copies of the work orders from him. Unit keeps stopping- not sure if footrest is hitting. No mention of my foot hanging off. Stairs are moving. My contractor put screws in the stairs and unit still had problems. I asked the technician if the stairs aren't moving why the problem? If their wasn't a problem, why did technician spend over two hours trying to fix the problem? Why did he tell my lawyer that maybe the problem was that I was over the weight limit for the machine? Why did the last technician observe a problem one time only, yet only put in his report that my foot was over the edge one time only. These were two separate incidences and I said to him that my foot my have been over the edge, but not pointed down as to trip the sensor. This could have been the second failure on the chairs part that day. People who live in my home observed numerous malfunctions. Only a fool would observe numerous malfunctions, and spend over an hour on the phone with the company trying to fix the problem. I am not calling his technician a fool. Before he left it ran well for awhile and then reverted back to malfunctioning. As this chair has caused me nothing but stress and anguish I have moved to a place with a bedroom on the first floor. His secretary suggested that I should do this, as there was nothing wrong with the chair. My doctor was ready to attest to my actual weight, which was far below his guess as to my actual weight, even though he had met me prior to installing the chair. If its not my weight, my foot, or the stairs causing the problem, what could it be. Please take a look at his extensive detailed work orders as he did. The chair is being stored in a secure safe place, and I am willing to return this, in his opinion, perfectly well running machine to him and he returns the money I have paid for this device.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Please demand copies of the work orders from him. Unit keeps stopping- not sure if footrest is hitting. No mention of my foot hanging off. Stairs are moving. My contractor put screws in the stairs and unit still had problems. I asked the technician if the stairs aren't moving why the problem? If their wasn't a problem, why did technician spend over two hours trying to fix the problem? Why did he tell my lawyer that maybe the problem was that I was over the weight limit for the machine? Why did the last technician observe a problem one time only, yet only put in his report that my foot was over the edge one time only. These were two separate incidences and I said to him that my foot my have been over the edge, but not pointed down as to trip the sensor. This could have been the second failure on the chairs part that day. People who live in my home observed numerous malfunctions. Only a fool would observe numerous malfunctions, and spend over an hour on the phone with the company trying to fix the problem. I am not calling his technician a fool. Before he left it ran well for awhile and then reverted back to malfunctioning. As this chair has caused me nothing but stress and anguish I have moved to a place with a bedroom on the first floor. His secretary suggested that I should do this, as there was nothing wrong with the chair. My doctor was ready to attest to my actual weight, which was far below his guess as to my actual weight, even though he had met me prior to installing the chair. If its not my weight, my foot, or the stairs causing the problem, what could it be. Please take a look at his extensive detailed work orders as he did. The chair is being stored in a secure safe place, and I am willing to return this, in his opinion, perfectly well running machine to him and he returns the money I have paid for this device.

With regard to the complaint from Mr. [redacted]: Mr. [redacted] purchased his [redacted] from Freedom Lifts on 4/22/2014.Since that time he had (3) requests for service:1/ 9/9/2014 - Technician did not find any problem with the unit.  Unit did not display any Fault...

codes.  Technician replaced the batteries free of charge "as a precaution" only.9/12/2014 - Technician did not find any problem with the unit.  Tech ran the unit a couple of dozen times without failure.  The Factory determined that the batteries we returned to them from the previous call on 9/9/2014 were indeed "good".10/9/2014 - Technician determined that when the lift is leaving the landing zone at the bottom and the footrest safety sensor is activated at the same time due to feet hanging off the footrest (technician observed Mr. [redacted]'s feet hanging over the edge of the footerest) causing the lift to stop running (as it is intended to do).  Once the safety sensor has been activated in that zone (bottom landing) the lift must be returned to the very bottom in order to reset the safety sensor (4-5 inches).Although these (3) services calls were "billable" calls due to the fact that there wasn't anything wrong with the lift, Mr. [redacted] was not charged for any of the service calls.In Mr. [redacted]'s complaint dated 12/1/2014, ID# [redacted],  Mr. [redacted] has included in his complaint that he  no longer lives at the address where the lift was installed and therefor would like a refund on the lift that he isn't using anymore,Freedom Lift's was contacted by [redacted], Attorney for Mr. [redacted] and Freedom Lift's forwarded the above information to her on 11/11/2014.

We Did spend a lot of time looking for any reason that the lift may indeed be a problem. We take customer complaints very seriously so we go through all possible scenarios to see if there might be a reason that the lift to fail..When  we are in a customers home and see that the lift is functioning as designed we start to look at other outside the lift reasons for failure. For example: The lift capacity of this product is 400 lbs.  If one were to weigh more than that it would have difficulty going up the stairs.....The customer has stated that he is not over 400 lbs..On the last visit there we had Mr. [redacted] ride the lift.  He contacted the foot rest as it was leaving the bottom landing. There is a safety edge on that part of the lift that prevents the lift from running over a foot. When this edge is contacted  in that part of the track it is necessary for the lift  to return to the bottom landing to reset...  we literally are talking about moving the lift back down only a few inches.This lift has always worked as designed and lifts the capacity of 400 lbs consistently It has not ever failed to do so.Mr. [redacted] moved from that location and now no longer needs the lift.  At no time did this lift stop working for us..Even when we were in the house for two hours looking for a problem

Review: I have complied over and over with this company and had techs out to my house on more than three occassions trying to resolve the issues with the [redacted] chair. I finally hired a lawyer to try to resolve this issue and just have the chair removed from my home and a refund granted to me. The failure of the chair made it unsafe for me in my home and caused an immense amount of stress. I allowed the techs one last chance to come to my home after the owner spoke with my attorney and the chair still failed. I them asked for the chair to be removed and a full refund thats when the owner stopped communication with myself and my attorney.Desired Settlement: I would like the chair removed immediately from my old address and a full refund. I have had to hire someone to remove the lift chair from the stairs so that in the event of an emergency there would be access for emergency care providers.

Business

Response:

With regard to the complaint from Mr. [redacted]: Mr. [redacted] purchased his [redacted] from Freedom Lifts on 4/22/2014.Since that time he had (3) requests for service:1/ 9/9/2014 - Technician did not find any problem with the unit. Unit did not display any Fault codes. Technician replaced the batteries free of charge "as a precaution" only.9/12/2014 - Technician did not find any problem with the unit. Tech ran the unit a couple of dozen times without failure. The Factory determined that the batteries we returned to them from the previous call on 9/9/2014 were indeed "good".10/9/2014 - Technician determined that when the lift is leaving the landing zone at the bottom and the footrest safety sensor is activated at the same time due to feet hanging off the footrest (technician observed Mr. [redacted]'s feet hanging over the edge of the footerest) causing the lift to stop running (as it is intended to do). Once the safety sensor has been activated in that zone (bottom landing) the lift must be returned to the very bottom in order to reset the safety sensor (4-5 inches).Although these (3) services calls were "billable" calls due to the fact that there wasn't anything wrong with the lift, Mr. [redacted] was not charged for any of the service calls.In Mr. [redacted]'s complaint dated 12/1/2014, ID# [redacted], Mr. [redacted] has included in his complaint that he no longer lives at the address where the lift was installed and therefor would like a refund on the lift that he isn't using anymore,Freedom Lift's was contacted by [redacted], Attorney for Mr. [redacted] and Freedom Lift's forwarded the above information to her on 11/11/2014.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

NO SHOW OR CALL ON SCHEDULED APPOINTME. 5/21/14Scheduled an appointment with Freedom Lifts, LLC on 5/20/14. Was told that a technician would be out to service on 5/21/14 between 1pm-3pm. At 3:15pm called Freedom Lifts to find out what was going on. No-one showed up. The customer service person informed me no appointment had been booked. I had tried to confirm appointment , and the customer service person, became very rude, and inconsiderate. She stated she could send some-one out now.I had tried to explain, that I had rescheduled my day for this appointment. And was told by a women named[redacted] " Then we won't send anyone out for repair then". I told here, I'd be here, my father needs his lift chair fixed. The tech got here @ 3:55pm. And preceded to change batteries. I had mentioned to [redacted] (tech) about our issues with this appointment, and he told me he knew knew all about it, that he was right in the office when I called after 3pm. He came out with a pre-printed bill for 2 hours service, and expected payment in full or batteries would be removed, and he would leave. I had mention a partial payment of $200.00 and because their office was closed, that I would call in the morning to get an adjustment on the balance, for my time loss of 6hours. He agreed that was alright, as long as he brought back some payment. 5/22/14 Called office, [redacted] answered, and asked if she could help me. I told her, I wanted to speak with the [redacted]. She asked why?, I had told her it was to file a complaint on the Freedom Lifts Co. and request an adjusted bill.She said she could help me. I told her, because she was involved in the complaint, I'd rather speak with the [redacted]. She informed me she would make the [redacted] aware, and call me back. About an hour later I rec'd a call from the[redacted], and proceeded to tell him the problem. And he immediately took sides with the customer service person, and stated that I was the one that created the problem. He argued the issue, and insisted I was the cause, and that he wouldn't consider adjusting the bill, because I had already made a partial payment. And that I was being rude, and to pay the balance, or be taken to small claims court, and have my credit report notified as well. I feel that is a very threatening attitude for any [redacted] to say to a consumer with an issues over services, as well as time lost for the entire afternoon. I told him he should adjust the bill for that reason, and that the time frame charge of labor was outrageous. He again told me to pay the balance with no adjustment on charges, or he would take me to small claims court, ruin my credit rating, and to find another company to service the chair.My complaint is poor Customer Service from company. As well, as feeling threatened by the [redacted] of Company. I feel I'm the victim of poor office management, as well as very poor customer service.Desired SettlementI'm seeking an adjustment on the charges of the bill. I feel I should only be charged only 1/2 labor, which is $135.00, plus the charge for batteries $89.95, total of $224.95. So my balance do to company would be $24.95Business Response On 5/21/2014 we received a call from Mr. [redacted] stating that he was expecting a technician to service his stair lift. We explained to Mr. [redacted] that he was not on the schedule and that was our error but that we could dispatch a technician to him immediately.Mr. [redacted] was upset about the fact that we made a mistake but after explaining that we would rectify the situation he became very rude to our Sales Administrator taking the call.we offered options as to service appointments He chose to have the technician dispatched immediately.Our Technician arrived at 3:55 which was 55 minutes later than originally scheduled.Our Technician determined that the lift needed replacement batteries and they are $89.95 for the set.Mr [redacted] agreed to have the batteries replaced and the rates were explained again.Our labor rates are printed on our invoice stating the first hour labor rate and any additional labor hours are at a reduced rate.The invoice is not totaled for any amount of labor or parts until the service is actually performed. But we do print the labor rates only on the invoice so that the customer is aware of what our labor rates are.Mr. [redacted] was rude to our technician and refused to pay the invoice in full because he felt that he should only be charged for a half an hour of labor.He told our technician that he would negotiate the bill the following day. This is even after he agreed to the prices before the service was performed. Our Technician arrived at 3:55 PM and departed at 5:55, which totals (2) full labor hours.Mr. [redacted] signed our invoice and the charges and time were clearly marked.It is unfortunate that Mr. [redacted] is upset because he received service upon his request and we repaired his lift and the unit is up and running.Additionally the [redacted] spoke with Mr. [redacted] regarding his complaint and again he was extremely rude, antagonistic and dictatorial on what he state he would pay.An adjustment in his bill is not warranted because he was told up front what the charges were and he agreed to them at the time he requested the service.Unfortunately in a customer service business we can satisfy 99.9% of our customers but occasionally we have a customer that we cannot satisfy.