Home Medical Equipment

as we discussed briefly yesterday, we at Home Medical Equipment of WNY do not agree at all with the claims made by Ms*** *** on he complaint that the Revdex.com referenced with #***. Please find attached to this email detailed notes of our interactions with Ms*** as well as my
response to her credit card company appealing (the appeal was granted) her chargeback of the amount she originally paid for the scooter. A brief overview: Miss *** purchased a scooter from Home Medical Equipment on 7/16/16, she had discussed an upcoming trip to an amusement park being the main reason she was purchasing the scooterOn 7/18/we delivered the scooter Miss *** purchasedOn 8/11/Miss *** brought the scooter back and told us that the wheel fell off. This seemed very strange because in years of selling scooters a wheel has never fallen off We told Miss *** we would have the scooter evaluated by the manufacturer and get back to her. The manufacturer representative and their service technicians confirmed that the damage done to the scooter was not a manufacturing defect, in order for the part that broke to break the way it did the scooter was either dropped or driven off of a very high curb. We explained this to Miss ***, we told her the cost of the repairs would be $275. We offered to refund her for the scooter less the cost of the repairs, to repair it and return it to her if she paid the $275, or to return the scooter to her in the condition she brought it to us in. She was not satisfied with this and demanded a full refund. In the interim Miss *** harassed several of our employees including myself, her story about how the wheel fell off also changed several times. Not being satisfied with the options we gave her Miss *** disputed the charge on her credit card which I had to appeal and have overturned. I made one final attempt to satisfy Miss *** and told her I would repair the damage at our cost and return the scooter to her. She was not satisfied with this either. It became very clear to me over the course of our interaction that Miss *** intended to purchase the scooter, use it for a brief time and then return it for a full refund. We ultimately repaired the scooter and after many unsuccessful attempts to contact Miss *** we delivered it back to her home on December 16, in full working order. I am assuming that the drop off of her scooter made her understand that she would not be refunded for her purchase and led her to file the complaint with the Revdex.com. I would like to state for the record that there is some truth to the complaint Miss *** filed with the Revdex.com, she did purchase a scooter from the HME store, unfortunately nothing else in her complaint is factual. She misrepresented names of whom she spoke to, dollar amounts, and absolutely what was said by our employees. We have never threatened a patient and will never do so, we do have all of our conversations recorded and would be glad to provide conversations with Miss *** so that anyone who would like can hear just how she was treated and how she treated our staffJeff LOperations Manager Respiratory Services of Western New York, Inc