I have spoken with my employees about some of her allegations and they tell me that these allegations are not true Therefore, since we both disagree with what transpired, all we can do is verify again facts indicated in our 1st response that Ms [redacted] purchased an Access Industries Levant stairway lift from > Home Elevator of Texas on March 4, at an attractive discounted priceWe offered a one year > warranty on parts and a day warranty on labor (the day labor warranty terms are also our final invoice to Ms***; copy attached) Our records show only two total service calls made on this lift since it was installed, which is not uncommonThere were no charges for either of these calls When Ms [redacted] called months later on 11-21-14, wanting our technician after business hours, our agreement terms allow us to charge our overtime rate of $214.50/hour if she wants emergency service after hours or during holiday or weekend hours Since verbal acknowledgement to pay our charge rates was not confirmed by Ms***, we did not send a service technician to her home the following Monday per her demand We also assured Ms [redacted] that the seatbelt recall she had mentioned in one of her Revdex.com responses was certainly corrected before we ever installed this Levant stair-lift in her home We would never endanger a customer Due to Ms***’s perceived aggravation, we also offered to remove our stair-lift and provide her with a full refund, purposely only as another option for her consideration We make every attempt to honor our products and service them with integrity & we do stand behind your work and products However, we also must stand by our terms as indicated just like all other businesses do If Ms [redacted] would like us to work on her stairway lift at our billing rates during business hours, we would be happy to do so Payment is required upon completion of our work either by handing a check to our mechanic or by calling in a credit card charge authorization to our office before our mechanic leaves Thank you, [redacted]
We apologize for the delay in responding, but your Revdex.com system would not allow us to logon to make our reply until [redacted] made a adjustment (thank you) Responding to Complaint [redacted] , [redacted] ***Ms [redacted] purchased an Access Industries Levant stairway lift from Home Elevator of Texas on March 4, We offered a one year warranty on parts and a day warranty on labor, as also confirmed on our final invoice toMs*** While the parts warranty varies based on the stair-lift manufacturer & model, our labor warranty is one of the most typical in our industryOur records show two total service calls made on this lift since it was installed (in lieu of the or times indicated on the complaint) One was a warranty call to lengthen the charger cord, performed within a week after the installation, and the other warranty call was to make a repair to the footrest on May 13, There were no charges for either of these calls.On Friday Nov21, at approximately 6:pm (months after the previous call) Ms [redacted] called Home Elevator’s technician, “after workday hour’s” indicating that her stairway lift was sounding an alarm and sheneeded a repairman to come out immediately to address the problemWhen our technician informed her of our after hour rates of $214.50/hour (in lieu of the $that Ms [redacted] indicated in her complaint) she became very aggravated Our technician attempted to talk her through a few potential solutions that she could perform to help her to avoid an overtime call & charge; however, a solution was not accomplished Ms ***'s then demanded to speak to another technician (the one who installed the lift; saying that he was her friend and he would come out for free)When our second technician called her and relayed the same overtime charges she became aggravated at him as well, indicating that she was not going to pay anything and demanding that he be at her residence at 8:00AM sharp Monday morning; she then hung up the phone Note: Our policy is to schedule all service calls through our main service dispatch to confirm a time and rate, which was not accomplished during this callOn Monday Nov24, at approximately 9:00AM Home Elevator’s service manager received a call from Ms [redacted] stating that she had told one of our techs to be at her home at 8:and he never showed upHer tone was unprofessional, aggressive and demanding When she was told that a tech had not been scheduled to come out at 8AM but that one could be scheduled during working hours at billing rates, she intensified her above described tone She demanded that the repair take place immediately and at no costShe was informed at that time that if she couldn’t communicate in a more professional manner that Home Elevator would not be able to send a tech to her residence at allShe then stated that she would not pay for something that she felt should be covered by warrantyThe service manager ended the phone call by letting her know that due to the uncompromising position that she was t***g, Home Elevator would no longer be doing business with her.We are sorry that Ms [redacted] apparently expects us to provide perpetual service calls at no charge but that is not the agreement that our business made with her To provide perpetual service calls at no charge would require a much higher price than the one she paid for this stairlift We strive to communicate clearly to our customers the terms that our agreement and correspondence indicate and we certainly attempt to satisfy our customers After reviewing this complaint, we will certainly apply more concentration in explaining our warranty to future prospective customers in an effort to provide the highest ethical approach as possible Additionally, this stair-lift is not defective and the repairs/adjustments made to this lift were very typical ones for this type of product, industry-wide We wish all of our lifts could run perpetually without ever requiring service, but the mechanical reality is not possible, which is why we have a fully staffed service organization available to our customers.Please contact us if you have any questions Sincerely,Mike Schwandt, Service ManagerD.L [redacted] , President
Complaint: ***
***, So, if I am understanding your offer, because you can't honor your product and service it with integrity or stand behind your work and product, you want to remove it and refund the money? How is that an integrity decision on a product you sale? You will have to excuse my ignorance as in all of my time in business as the National Sales Trainer for my company I have never had a breach in integrity and honor and certainly would not train or represent in this manner. I have never ***e a disservice to my clients, never had a mediator, never not called them to apologize for the despicable way they have been treated and spoken toCertainly would not even consider selling a product that you represent and not having any compunction to see if the elderly and disabled gentleman I took money from for my necessary product has faired or been affected since no one honored their end of the commitment after the money was taken. If this is your only problem solving solution, I will let you know what my decision is after the Christmas HolidaysRespectfully, *** ** ***
I have spoken with my employees about some of her allegations and they tell me that these allegations are not true. Therefore, since we both disagree with what transpired, all we can do is verify again facts indicated in our 1st response that Ms. [redacted] purchased an Access Industries Levant stairway lift from > Home Elevator of Texas on March 4, 2014 at an attractive discounted price. We offered a one year > warranty on parts and a 90 day warranty on labor (the 90 day labor warranty terms are also our final invoice to Ms. [redacted]; copy attached) Our records show only two total service calls made on this lift since it was installed, which is not uncommon. There were no charges for either of these calls. When Ms. [redacted] called 6 months later on 11-21-14, wanting our technician after normal business hours, our agreement terms allow us to charge our overtime rate of $214.50/hour if she wants emergency service after hours or during holiday or weekend hours. Since verbal acknowledgement to pay our charge rates was not confirmed by Ms. [redacted], we did not send a service technician to her home the following Monday per her demand. We also assured Ms. [redacted] that the seatbelt recall she had mentioned in one of her Revdex.com responses was certainly corrected before we ever installed this Levant stair-lift in her home. We would never endanger a customer. Due to Ms. [redacted]’s perceived aggravation, we also offered to remove our stair-lift and provide her with a full refund, purposely only as another option for her consideration. We make every attempt to honor our products and service them with integrity & we do stand behind your work and products. However, we also must stand by our terms as indicated just like all other businesses do. If Ms. [redacted] would like us to work on her stairway lift at our normal billing rates during normal business hours, we would be happy to do so. Payment is required upon completion of our work either by handing a check to our mechanic or by calling in a credit card charge authorization to our office before our mechanic leaves. Thank you, [redacted]
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]
We apologize for the delay in responding, but your Revdex.com system would not allow us to logon to make our reply until [redacted] made a adjustment (thank you). Responding to Complaint [redacted], [redacted]Ms. [redacted] purchased an Access Industries Levant stairway lift from Home...
Elevator of Texas on March 4, 2014. We offered a one year warranty on parts and a 90 day warranty on labor, as also confirmed on our final invoice toMs. [redacted]. While the parts warranty varies based on the stair-lift manufacturer & model, our labor warranty is one of the most typical in our industry. Our records show two total service calls made on this lift since it was installed (in lieu of the 4 or 5 times indicated on the complaint). One was a warranty call to lengthen the charger cord, performed within a week after the installation, and the other warranty call was to make a repair to the footrest on May 13, 2014. There were no charges for either of these calls.On Friday Nov. 21, 2014 at approximately 6:30 pm (6 months after the previous call) Ms. [redacted] called Home Elevator’s technician, “after normal workday hour’s” indicating that her stairway lift was sounding an alarm and sheneeded a repairman to come out immediately to address the problem. When our technician informed her of our after hour rates of $214.50/hour (in lieu of the $245.00 that Ms. [redacted] indicated in her complaint) she became very aggravated. Our technician attempted to talk her through a few potential solutions that she could perform to help her to avoid an overtime call & charge; however, a solution was not accomplished. Ms [redacted]'s then demanded to speak to another technician (the one who installed the lift; saying that he was her friend and he would come out for free). When our second technician called her and relayed the same overtime charges she became aggravated at him as well, indicating that she was not going to pay anything and demanding that he be at her residence at 8:00AM sharp Monday morning; she then hung up the phone. Note: Our policy is to schedule all service calls through our main service dispatch to confirm a time and rate, which was not accomplished during this call. On Monday Nov. 24, 2014 at approximately 9:00AM Home Elevator’s service manager received a call from Ms. [redacted] stating that she had told one of our techs to be at her home at 8:00 and he never showed up. Her tone was unprofessional, aggressive and demanding. When she was told that a tech had not been scheduled to come out at 8AM but that one could be scheduled during normal working hours at normal billing rates, she intensified her above described tone. She demanded that the repair take place immediately and at no cost. She was informed at that time that if she couldn’t communicate in a more professional manner that Home Elevator would not be able to send a tech to her residence at all. She then stated that she would not pay for something that she felt should be covered by warranty. The service manager ended the phone call by letting her know that due to the uncompromising position that she was t[redacted]g, Home Elevator would no longer be doing business with her.We are sorry that Ms. [redacted] apparently expects us to provide perpetual service calls at no charge but that is not the agreement that our business made with her. To provide perpetual service calls at no charge would require a much higher price than the one she paid for this stairlift. We strive to communicate clearly to our customers the terms that our agreement and correspondence indicate and we certainly attempt to satisfy our customers. After reviewing this complaint, we will certainly apply more concentration in explaining our warranty to future prospective customers in an effort to provide the highest ethical approach as possible. Additionally, this stair-lift is not defective and the repairs/adjustments made to this lift were very typical ones for this type of product, industry-wide. We wish all of our lifts could run perpetually without ever requiring service, but the mechanical reality is not possible, which is why we have a fully staffed service organization available to our customers.Please contact us if you have any questions. Sincerely,Mike Schwandt, Service ManagerD.L. [redacted], President
I have spoken with my employees about some of her allegations and they tell me that these allegations are not true Therefore, since we both disagree with what transpired, all we can do is verify again facts indicated in our 1st response that Ms [redacted] purchased an Access Industries Levant stairway lift from > Home Elevator of Texas on March 4, at an attractive discounted priceWe offered a one year > warranty on parts and a day warranty on labor (the day labor warranty terms are also our final invoice to Ms***; copy attached) Our records show only two total service calls made on this lift since it was installed, which is not uncommonThere were no charges for either of these calls When Ms [redacted] called months later on 11-21-14, wanting our technician after business hours, our agreement terms allow us to charge our overtime rate of $214.50/hour if she wants emergency service after hours or during holiday or weekend hours Since verbal acknowledgement to pay our charge rates was not confirmed by Ms***, we did not send a service technician to her home the following Monday per her demand We also assured Ms [redacted] that the seatbelt recall she had mentioned in one of her Revdex.com responses was certainly corrected before we ever installed this Levant stair-lift in her home We would never endanger a customer Due to Ms***’s perceived aggravation, we also offered to remove our stair-lift and provide her with a full refund, purposely only as another option for her consideration We make every attempt to honor our products and service them with integrity & we do stand behind your work and products However, we also must stand by our terms as indicated just like all other businesses do If Ms [redacted] would like us to work on her stairway lift at our billing rates during business hours, we would be happy to do so Payment is required upon completion of our work either by handing a check to our mechanic or by calling in a credit card charge authorization to our office before our mechanic leaves Thank you, [redacted]
We apologize for the delay in responding, but your Revdex.com system would not allow us to logon to make our reply until [redacted] made a adjustment (thank you) Responding to Complaint [redacted] , [redacted] ***Ms [redacted] purchased an Access Industries Levant stairway lift from Home Elevator of Texas on March 4, We offered a one year warranty on parts and a day warranty on labor, as also confirmed on our final invoice toMs*** While the parts warranty varies based on the stair-lift manufacturer & model, our labor warranty is one of the most typical in our industryOur records show two total service calls made on this lift since it was installed (in lieu of the or times indicated on the complaint) One was a warranty call to lengthen the charger cord, performed within a week after the installation, and the other warranty call was to make a repair to the footrest on May 13, There were no charges for either of these calls.On Friday Nov21, at approximately 6:pm (months after the previous call) Ms [redacted] called Home Elevator’s technician, “after workday hour’s” indicating that her stairway lift was sounding an alarm and sheneeded a repairman to come out immediately to address the problemWhen our technician informed her of our after hour rates of $214.50/hour (in lieu of the $that Ms [redacted] indicated in her complaint) she became very aggravated Our technician attempted to talk her through a few potential solutions that she could perform to help her to avoid an overtime call & charge; however, a solution was not accomplished Ms ***'s then demanded to speak to another technician (the one who installed the lift; saying that he was her friend and he would come out for free)When our second technician called her and relayed the same overtime charges she became aggravated at him as well, indicating that she was not going to pay anything and demanding that he be at her residence at 8:00AM sharp Monday morning; she then hung up the phone Note: Our policy is to schedule all service calls through our main service dispatch to confirm a time and rate, which was not accomplished during this callOn Monday Nov24, at approximately 9:00AM Home Elevator’s service manager received a call from Ms [redacted] stating that she had told one of our techs to be at her home at 8:and he never showed upHer tone was unprofessional, aggressive and demanding When she was told that a tech had not been scheduled to come out at 8AM but that one could be scheduled during working hours at billing rates, she intensified her above described tone She demanded that the repair take place immediately and at no costShe was informed at that time that if she couldn’t communicate in a more professional manner that Home Elevator would not be able to send a tech to her residence at allShe then stated that she would not pay for something that she felt should be covered by warrantyThe service manager ended the phone call by letting her know that due to the uncompromising position that she was t***g, Home Elevator would no longer be doing business with her.We are sorry that Ms [redacted] apparently expects us to provide perpetual service calls at no charge but that is not the agreement that our business made with her To provide perpetual service calls at no charge would require a much higher price than the one she paid for this stairlift We strive to communicate clearly to our customers the terms that our agreement and correspondence indicate and we certainly attempt to satisfy our customers After reviewing this complaint, we will certainly apply more concentration in explaining our warranty to future prospective customers in an effort to provide the highest ethical approach as possible Additionally, this stair-lift is not defective and the repairs/adjustments made to this lift were very typical ones for this type of product, industry-wide We wish all of our lifts could run perpetually without ever requiring service, but the mechanical reality is not possible, which is why we have a fully staffed service organization available to our customers.Please contact us if you have any questions Sincerely,Mike Schwandt, Service ManagerD.L [redacted] , President
Complaint: ***
***, So, if I am understanding your offer, because you can't honor your product and service it with integrity or stand behind your work and product, you want to remove it and refund the money? How is that an integrity decision on a product you sale? You will have to excuse my ignorance as in all of my time in business as the National Sales Trainer for my company I have never had a breach in integrity and honor and certainly would not train or represent in this manner. I have never ***e a disservice to my clients, never had a mediator, never not called them to apologize for the despicable way they have been treated and spoken toCertainly would not even consider selling a product that you represent and not having any compunction to see if the elderly and disabled gentleman I took money from for my necessary product has faired or been affected since no one honored their end of the commitment after the money was taken. If this is your only problem solving solution, I will let you know what my decision is after the Christmas HolidaysRespectfully, *** ** ***
I have spoken with my employees about some of her allegations and they tell me that these allegations are not true. Therefore, since we both disagree with what transpired, all we can do is verify again facts indicated in our 1st response that Ms. [redacted] purchased an Access Industries Levant stairway lift from > Home Elevator of Texas on March 4, 2014 at an attractive discounted price. We offered a one year > warranty on parts and a 90 day warranty on labor (the 90 day labor warranty terms are also our final invoice to Ms. [redacted]; copy attached) Our records show only two total service calls made on this lift since it was installed, which is not uncommon. There were no charges for either of these calls. When Ms. [redacted] called 6 months later on 11-21-14, wanting our technician after normal business hours, our agreement terms allow us to charge our overtime rate of $214.50/hour if she wants emergency service after hours or during holiday or weekend hours. Since verbal acknowledgement to pay our charge rates was not confirmed by Ms. [redacted], we did not send a service technician to her home the following Monday per her demand. We also assured Ms. [redacted] that the seatbelt recall she had mentioned in one of her Revdex.com responses was certainly corrected before we ever installed this Levant stair-lift in her home. We would never endanger a customer. Due to Ms. [redacted]’s perceived aggravation, we also offered to remove our stair-lift and provide her with a full refund, purposely only as another option for her consideration. We make every attempt to honor our products and service them with integrity & we do stand behind your work and products. However, we also must stand by our terms as indicated just like all other businesses do. If Ms. [redacted] would like us to work on her stairway lift at our normal billing rates during normal business hours, we would be happy to do so. Payment is required upon completion of our work either by handing a check to our mechanic or by calling in a credit card charge authorization to our office before our mechanic leaves. Thank you, [redacted]
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]
We apologize for the delay in responding, but your Revdex.com system would not allow us to logon to make our reply until [redacted] made a adjustment (thank you). Responding to Complaint [redacted], [redacted]Ms. [redacted] purchased an Access Industries Levant stairway lift from Home...
Elevator of Texas on March 4, 2014. We offered a one year warranty on parts and a 90 day warranty on labor, as also confirmed on our final invoice toMs. [redacted]. While the parts warranty varies based on the stair-lift manufacturer & model, our labor warranty is one of the most typical in our industry. Our records show two total service calls made on this lift since it was installed (in lieu of the 4 or 5 times indicated on the complaint). One was a warranty call to lengthen the charger cord, performed within a week after the installation, and the other warranty call was to make a repair to the footrest on May 13, 2014. There were no charges for either of these calls.On Friday Nov. 21, 2014 at approximately 6:30 pm (6 months after the previous call) Ms. [redacted] called Home Elevator’s technician, “after normal workday hour’s” indicating that her stairway lift was sounding an alarm and sheneeded a repairman to come out immediately to address the problem. When our technician informed her of our after hour rates of $214.50/hour (in lieu of the $245.00 that Ms. [redacted] indicated in her complaint) she became very aggravated. Our technician attempted to talk her through a few potential solutions that she could perform to help her to avoid an overtime call & charge; however, a solution was not accomplished. Ms [redacted]'s then demanded to speak to another technician (the one who installed the lift; saying that he was her friend and he would come out for free). When our second technician called her and relayed the same overtime charges she became aggravated at him as well, indicating that she was not going to pay anything and demanding that he be at her residence at 8:00AM sharp Monday morning; she then hung up the phone. Note: Our policy is to schedule all service calls through our main service dispatch to confirm a time and rate, which was not accomplished during this call. On Monday Nov. 24, 2014 at approximately 9:00AM Home Elevator’s service manager received a call from Ms. [redacted] stating that she had told one of our techs to be at her home at 8:00 and he never showed up. Her tone was unprofessional, aggressive and demanding. When she was told that a tech had not been scheduled to come out at 8AM but that one could be scheduled during normal working hours at normal billing rates, she intensified her above described tone. She demanded that the repair take place immediately and at no cost. She was informed at that time that if she couldn’t communicate in a more professional manner that Home Elevator would not be able to send a tech to her residence at all. She then stated that she would not pay for something that she felt should be covered by warranty. The service manager ended the phone call by letting her know that due to the uncompromising position that she was t[redacted]g, Home Elevator would no longer be doing business with her.We are sorry that Ms. [redacted] apparently expects us to provide perpetual service calls at no charge but that is not the agreement that our business made with her. To provide perpetual service calls at no charge would require a much higher price than the one she paid for this stairlift. We strive to communicate clearly to our customers the terms that our agreement and correspondence indicate and we certainly attempt to satisfy our customers. After reviewing this complaint, we will certainly apply more concentration in explaining our warranty to future prospective customers in an effort to provide the highest ethical approach as possible. Additionally, this stair-lift is not defective and the repairs/adjustments made to this lift were very typical ones for this type of product, industry-wide. We wish all of our lifts could run perpetually without ever requiring service, but the mechanical reality is not possible, which is why we have a fully staffed service organization available to our customers.Please contact us if you have any questions. Sincerely,Mike Schwandt, Service ManagerD.L. [redacted], President