Home & Hospital Medical Supplies

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 The business' "truthful account" does not mention the fact my main medical concern in purchasing a new wheelchair was to remedy my posture by no longer sacral sitting in the chair The size of the wheelchair frame and footrest were never issues or concerns to me Any professional wheelchair fitter will agree that increasing the width of the chair and decreasing the seat depth is not necessary to remedy sacral sitting and only creates safety issues when the wheelchair user feels he will FALL OUT OF THE CHAIR On the best advice of the business, the width of the footrest was unnecessarily and incompetently increased by several inches making all daily transfers in and out of the wheelchair more difficult and dangerous, a fact not mentioned in the "truthful account" I never agreed that payment for this chair was non refundable, the only understanding I had was that I would not need to return the chair because the fit would be so terrific, which was anything butI cannot accept a chair that was incompetently fitted leaving medical concerns unresolved and each daily transfer more difficult and dangerous due to the unnecessary and incompetent shortening of the seat and widening of the frame and footrest THE WIDTH OF THE FRAME, DEPTH OF THE SEAT AND WIDTH OF FOOTREST WERE NEVER CONCERNS IN MY OLD CHAIR I have not gained any weight in twelve years since being injured, the thirty pound difference the "truthful account" refers to is the difference between my actual weight of 180lband the business' order form mistakenly listing my weight as 150lb., which I pointed out several times to the business without any successThe third party the business refers to was my father, who returned the chair after one day when I knew it was too dangerous to keep such a poorly fitted chair, and did his best to tell me what happened when he dropped the chair off for return The business has had over a week, ample opportunity to issue a refund of $3,for this poorly and incompetently fitted chair Ultimately the business' "truthful account" of this transaction leaves out many important facts: #1....MY MAIN MEDICAL CONCERN WAS POOR POSTURE AND SACRAL SITTING THAT COULD BE REMEDIED BY A MORE ACCURATE CENTER OF GRAVITY SETTING BASED ON MY WEIGHT THAT HAS BEEN UNCHANGED SINCE BECOMING PARALYZED, YET IS STILL INCORRECTLY LISTED AS 150LBON THE ORDER FORM EVEN AFTER TELLING THE BUSINESS SEVERAL TIMES MY WEIGHT IS 180LB #2....THE WIDTH OF THE FRAME, WIDTH OF THE FOOTREST AND DEPTH OF THE SEAT WERE NEVER MEDICAL ISSUES IN THIS CASE AND SHOULD NOT HAVE BEEN ALTERED #3....I HAVE TRAVELED OVER MILES THIS SUMMER WITH MY OLD CHAIR AND HAVE NO COMPLAINTS WHATSOEVER ABOUT THE WIDTH OF THE FRAME, WIDTH OF THE FOOTREST, OR DEPTH OF THE SEAT #4....UNNECESSARILY INCREASING THE WIDTH OF THE FRAME, UNNECCESSARILY INCREASING THE WIDTH OF THE FOOTREST AND UNNECESSARILY DECREASING THE DEPTH OF THE SEAT DOES NOTHING TO REMEDY MY MAIN MEDICAL CONCERN OF IMPROVED POSTURE AND ONLY SERVES TO MAKE DAILY TRANSFERS IN AND OUT OF THE CHAIR MORE DIFFICULT AND DANGEROUS #5....I NEVER AGREED THAT THE PAYMENT WAS UNREFUNDABLE, THE BUSINESS SIMPLY WROTE IN A HANDWRITTEN NOTE ON THE ORDER FORM THAT THE CHAIR WAS NON RETURNABLE AFTER I HAD ALREADY PAID #6....BECAUSE OF THE UNNECESSARY FRAME SIZING ADJUSTMENTS THAT DID NOTHING WHATSOEVER TO IMPROVE MY POSTURE AND SACRAL SITTING, THAT ONLY CREATED A CHAIR THAT WAS TOO DIFFICULT AND DANGEROUS TO ACCOMPLISH DAILY TRANSFERS IN AND OUT OF THE CHAIR, THE ONLY ACCEPTABLE RESOLUTION IS A FULL REFUND OF THE $3,I WISH I HAD NEVER SPENT IN THE FIRST PLACE #7....THIS BUSINESS HAS MADE NO EFFORT TO ISSUE A REFUND DUE TO UNNECESSARY AND INCOMPETENT FRAME SIZING ADJUSTMENTS Regards, [redacted] Dear Revdex.com, Earlier today I responded to the business I have made a Revdex.com complaint about The case involves a wheelchair purchase and I stated no one told me there was a demo model available In fact the dealer did show a demo model of the wheelchair in question, however the demo was made for a very small person, possibly a child, and was too small for me to even feel comfortable trying to transfer intoI thought 'demo' meant 'demonstration model' and since the model I was shown was too small to even sit it, I never had an opportunity to experience a demonstration of the chair in question My statement that I was never told a demo was available referred to the fact there was never a demonstration model large enough to sit in and actually demonstrate available So I was shown a chair, however it was sized for a very small person and I couldn't actually try it outI'm sorry for any confusion I may have caused by stating I was never told a demonstration model was available, as I should have specifically stated no demonstration model was made available large enough to actually demonstrateRegards, [redacted]

In further response to complaint # [redacted] , regarding a custom wheelchair that was providedThe customer was fully aware that the chair was non-returnable upon orderingHe questioned whether the chair would be returnable if he hated it and was told "no", that we would make every adjustment possible, but that this is a custom made chair and the manufacturer and the vendor can not accept returnsThat is why we had to be diligent in making sure that this was exactly what he wantedUpon delivery, the delivery slip, which states that the chair is non-returnable, was signed by the customerThere are ways to resolve the issues he is having with the chairSince the chair was fitted by the manufacturer's representative, I am sure that TiLite would be willing to help, however the customer did not give anyone an opportunity to help resolve his issuesAs stated previously, instead, he contacted a lawyer, The Revdex.com and tried to return a non-returnable custom wheelchair In addressing the stated problems that he has with the chair which, again, we are only hearing through this complaint: The customer was fully aware of the changes be made to his seat size and had every opportunity to say that he opposed the changesThe width of his old chair was absolutely too narrowNo "competent" wheelchair fitter would provide a chair that allowed the patient's hips to extend over both sides of the sling seatLikewise, the depth of the seat was appropriately measured according to the patient's dimensionsIt was not sacral sitting or poor posture that he stated were his main concerns with his current chairIt was sitting balanceOnce again, the center of gravity adjustment is NOT set by weight and the patient's weight is not listed on any order form as being 150lbs! I have no idea where he is getting this information fromAfter telling what business several times? The only concern we have with weight is making sure the wheelchair has a weight capacity that accommodates the customerFor the record, the customer is not sacral sittingDuring the fitting of the wheelchair, he demonstrated how he wanted his trunk (upper body) positionedHe believes he wants his back arched to the point that it is in a lordotic positionHe was told that he probably would not be able to functionally propel the wheelchair in this positionHowever, if he wanted to try this position, we would work on getting him a more aggressive back to evaluate on the new chairIf he wanted a different back, it would be an additional cost, as the back that he chose on the wheelchair was a standard back upholstery (not an upcharge option)That is why we were working on finding one that he could try firstThis positioning is independent of the seat sizeThe postural support he is looking for is for his trunk, this is a seating issue, not a chair frame issueThe back frame of the chair is adjustable by angle, height and depthAs far as the seat cushion, which also helps with positioning, this was purchased independently by the customer In summary, this was a custom order, non-returnable wheelchairThe issues that the customer had after delivery should have been brought to our attention before contacting a lawyer and the Revdex.com and we would have exhausted all efforts to rectify the problems

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.  The business' "truthful account"  does not mention the fact my main medical concern in purchasing a new wheelchair was to remedy my posture by no longer sacral sitting in the chair.  The size of the wheelchair frame and footrest were never issues or concerns to me.   Any professional wheelchair fitter will agree that increasing the width of the chair and decreasing the seat depth is not necessary to remedy sacral sitting and only creates safety issues when the wheelchair user feels he will FALL OUT OF THE CHAIR.  On the best advice of the business, the width of the footrest was unnecessarily and incompetently  increased by several inches making all daily transfers in and out of the wheelchair more difficult and dangerous, a fact not mentioned in the "truthful account".  I never agreed that payment for this chair was non refundable, the only understanding I had was that I would not need to return the chair because the fit would be so terrific, which was anything but. I cannot accept a chair that was incompetently fitted leaving medical concerns unresolved and each daily transfer more difficult and dangerous due to the unnecessary and incompetent shortening of the seat and widening of the frame and footrest.  THE WIDTH OF THE FRAME, DEPTH OF THE SEAT AND WIDTH OF FOOTREST WERE NEVER CONCERNS IN MY OLD CHAIR.  I have not gained any weight in twelve years since being injured, the thirty pound difference the "truthful account" refers to is the difference between my actual weight of 180lb. and the business' order form mistakenly listing my weight as 150lb., which I pointed out several times to the business without any success. The third party the business refers to was my father, who returned the chair after one day when I knew it was too dangerous to keep such a poorly fitted chair, and did his best to tell me what happened when he dropped the chair off for return.  The business has had over a week, ample opportunity to issue a refund of $3,820 for this poorly and incompetently fitted chair.  Ultimately the business' "truthful account" of this transaction leaves out many important facts: #1....MY MAIN MEDICAL CONCERN WAS POOR POSTURE AND SACRAL SITTING THAT COULD BE REMEDIED BY A MORE ACCURATE CENTER OF GRAVITY SETTING BASED ON MY WEIGHT THAT HAS BEEN UNCHANGED SINCE BECOMING PARALYZED, YET IS STILL INCORRECTLY LISTED AS 150LB. ON THE ORDER FORM EVEN AFTER TELLING THE BUSINESS SEVERAL TIMES MY WEIGHT IS 180LB.  #2....THE WIDTH OF THE FRAME, WIDTH OF THE FOOTREST AND DEPTH OF THE SEAT WERE NEVER MEDICAL ISSUES IN THIS CASE AND SHOULD NOT HAVE BEEN ALTERED.  #3....I HAVE TRAVELED OVER 900 MILES THIS SUMMER WITH MY OLD CHAIR AND HAVE NO COMPLAINTS WHATSOEVER ABOUT THE WIDTH OF THE FRAME, WIDTH OF THE FOOTREST, OR DEPTH OF THE SEAT.  #4....UNNECESSARILY INCREASING THE WIDTH OF THE FRAME, UNNECCESSARILY INCREASING THE WIDTH OF THE FOOTREST AND UNNECESSARILY DECREASING THE DEPTH OF THE SEAT DOES NOTHING TO REMEDY MY MAIN MEDICAL CONCERN OF IMPROVED POSTURE AND ONLY SERVES TO MAKE DAILY TRANSFERS IN AND OUT OF THE CHAIR MORE DIFFICULT AND DANGEROUS.  #5....I NEVER AGREED THAT THE PAYMENT WAS UNREFUNDABLE, THE BUSINESS SIMPLY WROTE IN A HANDWRITTEN NOTE ON THE ORDER FORM THAT THE CHAIR WAS NON RETURNABLE AFTER I HAD ALREADY PAID.  #6....BECAUSE OF THE UNNECESSARY FRAME SIZING ADJUSTMENTS THAT DID NOTHING WHATSOEVER TO IMPROVE MY POSTURE AND SACRAL SITTING, THAT ONLY CREATED A CHAIR THAT WAS TOO DIFFICULT AND DANGEROUS TO ACCOMPLISH DAILY TRANSFERS IN AND OUT OF THE CHAIR, THE ONLY ACCEPTABLE RESOLUTION IS A FULL REFUND OF THE $3,820 I WISH I HAD NEVER SPENT IN THE FIRST PLACE.  #7....THIS BUSINESS HAS MADE NO EFFORT TO ISSUE A REFUND DUE TO UNNECESSARY AND INCOMPETENT FRAME SIZING ADJUSTMENTS.  Regards,  [redacted]Dear Revdex.com,  Earlier today I responded to the business I have made a Revdex.com complaint about.  The case involves a wheelchair purchase and I stated no one told me there was a demo model available.  In fact the dealer did show a demo model of the wheelchair in question, however the demo was made for a very small person, possibly a child, and was too small for me to even feel comfortable trying to transfer into. I thought 'demo' meant 'demonstration model' and since the model I was shown was too small to even sit it, I never had an opportunity to experience a demonstration of the chair in question.  My statement that I was never told a demo was available referred to the fact there was never a demonstration model large enough to sit in and actually demonstrate available.  So I was shown a chair, however it was sized for a very small person and I couldn't actually try it out. I'm sorry for any confusion I may have caused by stating I was never told a demonstration model was available, as I should have specifically stated no demonstration model was made available large enough to actually demonstrate. Regards,  [redacted]

In further response to complaint #[redacted], regarding a custom wheelchair that was provided. The customer was fully aware that the chair was non-returnable upon ordering. He questioned whether the chair would be returnable if he hated it and was told "no", that we would make every adjustment possible, but that this is a custom made chair and the manufacturer and the vendor can not accept returns. That is why we had to be diligent in making sure that this was  exactly what he wanted. Upon delivery, the delivery slip, which states that the chair is non-returnable, was signed by the customer. There are ways to resolve the issues he is having with the chair. Since the chair was fitted by the manufacturer's representative, I am sure that TiLite would be willing to help, however the customer did not give anyone an opportunity to help resolve his issues. As stated previously, instead, he contacted a lawyer, The Revdex.com and tried to return a non-returnable custom wheelchair.  In addressing the stated problems that he has with the chair which, again, we are only hearing through this complaint: The customer was fully aware of the changes be made to his seat size and had every opportunity to say that he opposed the changes. The width of his old chair was absolutely too narrow. No "competent" wheelchair fitter would provide a chair that allowed the patient's hips to extend over both sides of the sling seat. Likewise, the depth of the seat was appropriately measured according to the patient's dimensions. It was not sacral sitting or poor posture that he stated were his main concerns with his current chair. It was sitting balance. Once again, the center of gravity adjustment is NOT set by weight and the patient's weight is not listed on any order form as being 150lbs! I have no idea where he is getting this information from. After telling what business several times? The only concern we have with weight is making sure the wheelchair has a weight capacity that accommodates the customer. For the record, the customer is not sacral sitting. During the fitting of the wheelchair, he demonstrated how he wanted his trunk (upper body) positioned. He believes he wants his back arched to the point that it is in a lordotic position. He was told that he probably would not be able to functionally propel the wheelchair in this position. However, if he wanted to try this position, we would work on getting him a more aggressive back to evaluate on the new chair. If he wanted a different back, it would be an additional cost, as the back that he chose on the wheelchair was a standard back upholstery (not an upcharge option). That is why we were working on finding one that he could try first. This positioning is independent of the seat size. The postural support he is looking for is for his trunk, this is a seating issue, not a chair frame issue. The back frame of the chair is adjustable by angle, height and depth. As far as the seat cushion, which also helps with positioning, this was purchased independently by the customer.  In summary, this was a custom order, non-returnable wheelchair. The issues that the customer had after delivery should have been brought to our attention before contacting a lawyer and the Revdex.com and we would have exhausted all efforts to rectify the problems.

This is in response to claim ID# [redacted]. This is a truthful account of our experience with this customer. This customer contacted us to provide him with a Tilite TRA custom wheelchair that he had researched on the internet. A demo wheelchair was brought to his home and specs for the new wheelchair...

were discussed. A second appointment was made for the customer to come to our store and meet with the TiLite sales representative and the vendor sales person. At this appointment, the customer was measured for the new chair and chose the options that he was wanted on the chair. A custom wheelchair starts with the frame of the wheelchair and each part added to the chair has numerous options, ie. sizing and spacing, wheels, casters, brakes, upholstery, etc. This customer was measured by 2 certified professionals, and along with the customers approval, the specifications for a new custom wheelchair were done. The TiLite order form was given to the customer with the specifications and options that were chosen, collectively by the Tilite Rep. , the vendor sales person and the customer. The customer was informed that this was custom order, could not be changed once was the order was placed and was NON-RETURNABLE as such.  The customer took the copy of the order form home with him to review. Over the next couple of weeks, the customer called to make several changes to the order. A copy of the final decisions was mailed to him and reviewed over the phone for confirmation of exactly what was to be ordered, the fact that the order could not be changed, cancelled or returned once ordered was reiterated and the customer was given the cost of the wheelchair and options. The customer was told that we required 1/2 of the quoted price as a non-refundable down-payment in order to place the order for the chair.  The customer provided his credit card number and authorized us to charge the down-payment to it. This was done and the custom wheelchair was ordered. When the wheelchair came in, another appointment was scheduled with the TiLite Rep, the vendor sales person and the customer for the delivery of the chair.  The customer came in to the store and the chair was adjusted to him. One of the main original concerns of the customer was that he wanted to use his old wheels on the new chair. In order to accommodate this request, we had to do axle adjustments to make them work. The other issue that he had with his old chair was that his center of gravity made him fall forward if he started to reach forward. According to his complaint, he is saying that the dimensions of his seat were changed, causing a poor fit. He is also saying that the center of gravity was set to the wrong weight!? First of all, it was reported by the customer that he weighed 30 more pounds than when he received his 12 year old chair. Hence, the reason his seat width needed to be increased by an inch, as his hips were over-hanging the seat upholstery. The seat depth was decreased by an inch because he wanted to sit more forward in the chair. He actually remarked at the delivery that we did the right thing by changing the seat dimensions. As far as the center of gravity position, it is not set up by weight! What the customer was told was that we would order the chair with the center of gravity set in the same position as his old chair and we would adjust it. This was done at the delivery and the customer demonstrated that he did not fall forward or tip backward on propulsion. The customer actually turned 360 degrees in the chair, balancing only on his back wheels. He never mentioned anything about feeling like he was going to fall out of the chair. In fact the only issue he had was that he wanted to try a different style of back upholstery that would offer more support. The back upholstery that was ordered on the chair was standard; the upholstery that he wanted to try would be an additional cost and the TiLite Rep was working on getting him a demo of this back to try. The chair was NOT poorly fitted.  The customer took delivery of the chair, signed that he understood the chair was non-returnable, paid the balance, and left the store; apologizing for his behavior at the delivery.  The next event happened 2 days later when, a third party, not the customer, came into the store, dropped off the chair and said that the customer did not want it and was returning it. I am not sure how the customer can describe this event, as he was not present. There was actually another customer in the store, that can attest to what happened. The third party was told that we would not accept the return of the chair, as it was non-returnable. The third party was advised to not leave the chair, and told to have the customer call us if he had an issue with chair. The third party also informed us that the customer had contacted his lawyer! So,  instead of contacting the sales person to explain his problem, he decided to contact the Revdex.com and a lawyer. To date the vendor has not been contacted by the customer to try to resolve the problem. I can imagine that after being in the same wheelchair for 12 years, a new one would feel different, may take getting accustomed to, and may need additional adjustment. The vendor was not given the opportunity to resolve this issue.