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Home Again Medical

Medical Equipment & Supplies, Wheel Chair Lifts & Ramps, Lifts, Wheel Chairs, Respirators

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Home Again Medical Reviews (10)

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User Reviewer2151489

At this time we are awaiting the replacement chair base.  This part was shipped from Valley Forge PA and is being shipped by ground due to the size and weight of the base.  Once the base is received, we will contact Mr [redacted] to make arrangements to pick up the chair so that we are able to make the repair in our shop. Once the base is reinstalled we will return the chair to Mr [redacted].  Ms [redacted] has been made aware of the steps that have been taken so far and agrees with this plan of action.


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User Reviewer2151487

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The he company failed to address why it took a month and a half to come to this conclusion in the mean time because my brother had no chair to elevate his legs and he had to sit in the wheelchair for long periods of time he developed chair sores and his ulcers on his feet have worsened which we are holding Home Again Medical responsible and we plan on possibly filing suit with our attorney.As for their comment about not knowing anything about the chair it is simple as we did to contact [redacted] with our serial number which Home Again has and [redacted] was able to tell us it is registered to [redacted] and it is a life time warranty on the frame and we were told by [redacted] we can have any company repair the chair.Furthermore, the store is only 1/2 hour from our residence not an hour as stated by Home Again.Also, I have all the text messages on my phone including being told that they were going to give us a used frame from a chair they had in storage. The say they have correct the issues but nothing has been offered to us to correct our issues of waiting 1 1/2 months to have no chair and all our inconvenience not to mention my [redacted]'s health issues (ulcers on feet and legs worse) .I feel they should offer a break on the repair and get this chair fixed we are willing to pay $300 and call it resolved if not we will seek legal advice.
 
Regards,[redacted]


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User Reviewer2151481

I should have been informed before I purchased the compression stockings that they were not returnable, especially because of the price ($148). I would not have purchased them if that were the case. Also, can you please provide scientific evidence that the size of an ankle correlates highly (.90 or higher) with sizes of calves and thighs? If you can provide that evidence, then I will not be able to dispute your measurement system. But I do believe that your business should have made it clear to me that they were not returnable. Thank you.


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User Reviewer2151483

In response to complaint #[redacted] these items need to be addressed:1. The customer originally stated she was not informed that the compression stockings were non-returnable.  The original complaint stated that while the customer was in our store she informed that she could not try the stockings on.  When customers are informed they cannot try on the stockings, our protocol is to explain the reason why they are unable to try the stockings on. With the diseases that are associated with the use of compression stockings, Home Again Medical cannot take the chance of cross contamination.  It is also explained that once stockings leave our store they cannot be returned.2. The original complaint states that the stockings did not fit once she got them home.  Multiple offers have been made by Home Again Medical to come back to our store and be re-measured to ensure that the stockings are the correct size.  To date this customer has not returned to be re-measured.3. The customer in her most recent response has asked for scientific evidence that the size of the ankle correlates highly with the size of the calf.  I contacted the manufacturer of the compression stockings and they feel that a .9 correlation is unrealistic.  It needs to be remembered that these Medical Compression Stockings are not custom fabricated to her exact measurements.  Custom Medical Compression Stockings  pantyhose style range in price from $570.00 to $770.00All Medical Compression Stocking manufacturers utilize measurement ranges as a way to fit the greatest number of users without having to charge for custom fabricated stockings.All of our customers are informed that Compression Stockings are not returnable once they have been tried on for the reasons that have been repeatedly identified.  This customer has been given the opportunity to be re-measured and if an error occurred to receive the appropriate stockings.  I feel that Mrs. [redacted] along with her husband, have experienced buyer’s remorse and are utilizing this public forum along with Google to obtain a monetary refund for the Medical Compression Stockings.  Home Again Medical, as a small, independently owned business, can ill afford to provide a monetary refund as well as have to dispose of the compression stockings because a person potentially has buyer’s remorse.


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Satisfaction rating: 
User Reviewer2151485

Response to Revdex.com Complaint ID#

Ms. [redacted] complaint has made...

me

aware that we, as a company, are not following our policies and procedures. 

There are, however, a few issues

that Ms. [redacted] neglects to mention:

·        

We did not sell this Tall Wide lift chair to Mr.

[redacted], her brother.

·        

We do not know the date of purchase of the lift

chair.

·        

We do not know if he is the original owner or if

he purchased the chair used from another party. This is especially important as

it affects the warranty as stated by [redacted].

The following documentation is

included with every [redacted] lift chair and is also available on the

company’s website: [redacted].  The information is found on page 8 of the

owner’s manual.

CONSUMER LIMITED LIFETIME AND

SEVEN YEAR WARRANTY

[redacted], through its authorized

distributor/service organization, warrants this chair to original consumer

only, against defects in material or workmanship as

follows:

LIFT MECHANISM, RECLINE MECHANISM

AND CHAIR FRAME LIMITED WARRANTY

[redacted], warrants for the lifetime of

the chair by the original consumer to repair or replace at [redacted]’s

option the Lift Mechanism, Chair Frame and Recline

Mechanism. Labor to replace these parts is

subsidized on all models for three years. The Capri,

Monarch and Monarch Plus are limited to six months

subsidized labor. The Space Saver is limited to one

year, parts and subsidized labor on the lift frame,

recline mechanism and wood frame.

[redacted], shall not be responsible or

obligated to pay for any cost or expense for examination of any

warranted parts nor is [redacted] to pay for costs for

transportation, handling and packaging of the parts or

components.

If a subsidy is available the amount maximum is $50.00.

 

With respect to the potential repair of Mr. [redacted]

[redacted] Tall Wide Lift chair, I had heard conversations of what needed to be

done to take care of Mr. [redacted] lift chair. 

Unfortunately, these conversations were done in passing while [redacted],

the manager, was involved in other projects. 

Our repair/delivery personnel did not document any of the referenced

text messages in our computer system or on our sales forms.

 

This brings us to the question of potentially utilizing

used parts in this instance.  I am unsure

how the decision was made to potentially use a base from another lift

chair.  I can only surmise that my

repair/delivery personnel felt that since we had a frame from another Tall

Extra Wide (that had failed for other reasons) it would be fine to utilize in

this instance.  I have never nor will I

ever condone the use of used parts on a client owned piece of equipment.  As a company, we cannot afford to install

used parts on any client owned equipment.

 

These issues have been addressed, corrective actions taken

and we are now making sure to document any conversations with clients.

 

In Ms. [redacted] complaint, she brings up the fees that we

were going to charge.  There are a few

factors that enter into our $450.00 labor charge.  These are as follows:

·        

Our company is responsible for the cost of

freight / delivery charges of any warranty parts (as stated in the above

warranty information).

·        

The residence we would need to go to is

approximately 1 hour away from our store.

·        

Due to the size of the chair and complexity of a

frame replacement we require 2 repair personnel to complete this repair.  We had not made a decision of whether the

chair would need to be transported to our store to make sure we would have all

the necessary tools available or if this could be done in the field.  

·        

Actual time to install and align the frame so

that the lift chair will function properly.

·        

Travel time back to our store.

·        

The repair of this lift chair would not have allowed

our repair/delivery personnel to complete our day to day deliveries during this

approximate 5 hours.

 

I am sorry that this situation has occurred for Mr.

[redacted].  As I have stated above, we have

addressed all the issues and taken corrective actions. 

 

I feel that since Mr. [redacted] is unable or unwilling to pay

the $450.00 for the installation of the frame by my company he needs to contact

the company that he purchased the lift chair from and deal with them for this

warranty repair.

 

Respectfully,

 

 

Owner

Home Again Medical


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User Reviewer2151479

As the owner

of Home Again Medical, a Home Medical Equipment provider, I am aware of the

issue that is described in this complaint.  Medical grade compression stockings are made to provide graduated

compression, tightest at the ankle and lessening the further up the leg it

goes. ...

People frequently feel the

stockings are too small because they confuse the compressive nature of the

stockings with incorrect sizing.  We also

have clients feel the stockings are the incorrect size because they are

attempting to put them on incorrectly.I believe

that I spoke with this client when she originally called to obtain resolution

of this issue.  At that time I explained

that if she brought the compression stockings back to the store we would

re-measure her to make sure of the size she requires.  It was also explained that if the incorrect

size was issued, we would exchange the stockings she purchased for the correct

size stockings.  If the correct size was

issued we would be unable to accept a return for these medical grade

compression stockings as stated on her receipt.  To date she

has not returned to Home Again Medical.  Her husband did come to our store to return the item after she had tried

the medical grade compression stockings on.  I was hopeful that this issue would be

resolved by the client and her husband discussing the conversation that I had

with the wife.  Unfortunately, this is

not the case as evidenced by this complaint.After the

client’s husband attempted to return the medical grade compression stockings he

felt the need to post a review on one of the social media sites that we

utilize.  The response that I wrote was

written is in accordance with the policy of Home Again Medical.  This policy is documented on the sales

receipt.Due to health

and hygiene issues, seen or unseen, that can occur with our clientele Home

Again Medical has a no return policy on any fabric, cloth, soft plastics or

bathroom equipment.  We are unable accept

returns of any of the above items because these items cannot be sanitized or

sterilized to prevent cross contamination.  This client

has been given the option to return to Home Again Medical, both verbally and in

writing, to allow us to rectify this situation.  As of this date she has not returned to the store so we are able to

ensure the correct size medical grade compression stocking is obtained.  We are unable to obtain a resolution when the

complaintant does not follow through with the steps necessary on her part.Home Again

Medical is willing to provide the correct medical grade compression stockings

if this is found to be the issue.  If the

correct size was provided, Home Again Medical is unable to provide a refund for

the above stated reasons.


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Satisfaction rating: 
User Reviewer1388088

Review: My brother is disabled he has a lift chair that he rests in because of ulcers on his feet his chair broke we contacted the said company about fixing it sine the part is under warranty it was the frame. [redacted] came out examined the chair told us he would contact the company [redacted] who makes the chair and have them send the part. This was on June 29th. We have been waiting all this time we have sent [redacted] many texts which he responds telling us he received the part and would be out to fix it. This went on for 3 weeks he then informed us it would be $450 dollars for labor to install the warranted part. My brother [redacted] is on a fixed disability income he could not afford $450 to install a free part. We were informed it would take 3 hours work Who gets $150 an hour for labor to fix a chair so [redacted] informed them he could not afford it and he would find someone else to install the part so we waited another week of [redacted] saying he would drop it off the part I am referring to but never does I then contact the store today 7/24 the manager [redacted] informs me that well we never ordered the warrantied part we had a used chair we took it off of but since you would not let us install it there is no part this is where we are at after a month of my brother sitting in his wheelchair unable to lift his kegs had developed sweeping and sores on his behind he can not stay in bed all day he has spinal fusion and lives for that lift chair now we don't know what to do we could contact the manufacture [redacted] and try and get the part but now we again play the waiting game I want this company held responsible for their lack of human compassion and terrible service I also think it was shaddy to sneaking try to give us an old warrantied part and want to charge us $450 to put it on for all we know they received the new part like we' were originally told and kept it for themselves replacing it with a used part to give to us I am sitting here in tears dreading telling my brother he has been waiting all day for [redacted] who I guess is their worker to bring the part which he told [redacted] yesterday please help us we have been told we should also contact out news stationDesired Settlement: Give us the new part in question as promised should fix then hair for nothing after lying to us and deceiving us

Business

Response:


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User Risa G.

We rented a knee scooter from Home Again Medical on [redacted]. Customer service was wonderful. Price was very reasonable. We will definitely be a return customer, if and when we need any medical supplies.


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User Chris

I called looking for a light weight wheelchair and [redacted] was very helpful on the phone. We got Excellent service, attention and care by [redacted] in the store! My mom needed a light weight wheel chair after foot surgery for me to get in and out of the car as her regular wheel chair is too heavy. [redacted] took a lot of time with us explaining good options, was excellent at fitting her in the right transport chair, adjusting the foot rests for her legs and putting new foot rests on her regular wheelchair that were worn out. He demonstrated the proper way to put a regular wheelchair in the car and the features her regular and transport chair had. The friendly and caring help and education he gave us on wheelchairs was excellent and we would highly recommend Home Again Medical!


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User Reviewer1388085

Review: I had a bad experience at Home Again Medical. I needed medical compression stockings. The store does not allow customers to try on the stockings. So the sales clerk measured and recommended a size. I then purchased the recommended pair for $145. I got home and they didn't fit. When my husband tried to return them, a store clerk said the stockings are not returnable. But because the store would not allow me to try them on before I purchased them, the store was guaranteeing that they would fit. In the law, this is called promissory estoppel.Desired Settlement: A refund please

Business

Response:

As the owner

of Home Again Medical, a Home Medical Equipment provider, I am aware of the

issue that is described in this complaint. Medical grade compression stockings are made to provide graduated

compression, tightest at the ankle and lessening the further up the leg it

goes. People frequently feel the

stockings are too small because they confuse the compressive nature of the

stockings with incorrect sizing. We also

have clients feel the stockings are the incorrect size because they are

attempting to put them on incorrectly.I believe

that I spoke with this client when she originally called to obtain resolution

of this issue. At that time I explained

that if she brought the compression stockings back to the store we would

re-measure her to make sure of the size she requires. It was also explained that if the incorrect

size was issued, we would exchange the stockings she purchased for the correct

size stockings. If the correct size was

issued we would be unable to accept a return for these medical grade

compression stockings as stated on her receipt. To date she

has not returned to Home Again Medical. Her husband did come to our store to return the item after she had tried

the medical grade compression stockings on. I was hopeful that this issue would be

resolved by the client and her husband discussing the conversation that I had

with the wife. Unfortunately, this is

not the case as evidenced by this complaint.After the

client’s husband attempted to return the medical grade compression stockings he

felt the need to post a review on one of the social media sites that we

utilize. The response that I wrote was

written is in accordance with the policy of Home Again Medical. This policy is documented on the sales

receipt.Due to health

and hygiene issues, seen or unseen, that can occur with our clientele Home

Again Medical has a no return policy on any fabric, cloth, soft plastics or

bathroom equipment. We are unable accept

returns of any of the above items because these items cannot be sanitized or

sterilized to prevent cross contamination. This client

has been given the option to return to Home Again Medical, both verbally and in

writing, to allow us to rectify this situation. As of this date she has not returned to the store so we are able to

ensure the correct size medical grade compression stocking is obtained. We are unable to obtain a resolution when the

complaintant does not follow through with the steps necessary on her part.Home Again

Medical is willing to provide the correct medical grade compression stockings

if this is found to be the issue. If the

correct size was provided, Home Again Medical is unable to provide a refund for

the above stated reasons.

Consumer

Response:

I should have been informed before I purchased the compression stockings that they were not returnable, especially because of the price ($148). I would not have purchased them if that were the case. Also, can you please provide scientific evidence that the size of an ankle correlates highly (.90 or higher) with sizes of calves and thighs? If you can provide that evidence, then I will not be able to dispute your measurement system. But I do believe that your business should have made it clear to me that they were not returnable. Thank you.

Business

Response:

In response to complaint #[redacted] these items need to be addressed:1. The customer originally stated she was not informed that the compression stockings were non-returnable. The original complaint stated that while the customer was in our store she informed that she could not try the stockings on. When customers are informed they cannot try on the stockings, our protocol is to explain the reason why they are unable to try the stockings on. With the diseases that are associated with the use of compression stockings, Home Again Medical cannot take the chance of cross contamination. It is also explained that once stockings leave our store they cannot be returned.2. The original complaint states that the stockings did not fit once she got them home. Multiple offers have been made by Home Again Medical to come back to our store and be re-measured to ensure that the stockings are the correct size. To date this customer has not returned to be re-measured.3. The customer in her most recent response has asked for scientific evidence that the size of the ankle correlates highly with the size of the calf. I contacted the manufacturer of the compression stockings and they feel that a .9 correlation is unrealistic. It needs to be remembered that these Medical Compression Stockings are not custom fabricated to her exact measurements. Custom Medical Compression Stockings pantyhose style range in price from $570.00 to $770.00All Medical Compression Stocking manufacturers utilize measurement ranges as a way to fit the greatest number of users without having to charge for custom fabricated stockings.All of our customers are informed that Compression Stockings are not returnable once they have been tried on for the reasons that have been repeatedly identified. This customer has been given the opportunity to be re-measured and if an error occurred to receive the appropriate stockings. I feel that Mrs. [redacted] along with her husband, have experienced buyer’s remorse and are utilizing this public forum along with Google to obtain a monetary refund for the Medical Compression Stockings. Home Again Medical, as a small, independently owned business, can ill afford to provide a monetary refund as well as have to dispose of the compression stockings because a person potentially has buyer’s remorse.


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Category: Medical Equipment & Supplies, Wheel Chair Lifts & Ramps, Lifts, Wheel Chairs, Respirators

Address: 5016 W Cactus Rd Ste 3, Glendale, AZ, 85304-2245

Website: http://www.home-again-medical.com/

86 people are currently seeking Home Again Medical contact information.