Invacare Corporation-International Headquarters

I spoke to the end user as well as the provider yesterday in regard to this complaintThe dealer states that the technician that serviced the chair is on leave and somehow the order did not get placedThey sent a request to purchasing and expedited the order request yesterdayThey apologized and said it was their fault for not placing the orderI let end user know part will be rushed and shipped as soon as it is complete with productionI am also working with production to see if we can reinforce the frame or use a heavy duty fork so he does not have further issuesEnd user was happy with this resolutionI will keep in touch with end user through process to assure he is happy with the repair service

I have reviewed the response made by the business in reference to complaint ID [redacted] , and they are in the process of fixing the problem, I do not want this case closed until we receive the product back and it is in working condition Regards, Rita Sims-Hughes

I called and spoke to end user and advised that we would send a box and call tag to return the unit to our tech repair department and complete the repair at our expenseShe was happy with this resolutionI processed return and order for packaging and emailed her a call tagConcentrator will be repaired and returned to her at our expense

[A default letter is provided here which
indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. EXCELLENT SERVICE from the person who called! Very caring and helpful
Regards,
*** ***

I spoke to end user and agreed to replace motors under warrantyI spoke to *** medical since they have an appointment Tuesday 11/and advised them that we will cover the service call as well as the parts for the repairEnd user was happy with this resolution

We have previously responded with our evaluation results and investigation outcome and stand behind our decision. If you choose to retain an attorney, please have them fax a letter of representation to our office at 440-329-6975.
Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and they are in the process of fixing the problem,  I do not want this case closed until we receive the product back and it is in working condition
Regards,
Rita Sims-Hughes

Revdex.com:
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.
I am not satisfied with resolution of complaint. Rating of company should be downgraded due to dissatisfied customer. They do not want to accept responsibility for damage c[redacted]ed by wheelchair. They should not sell any products and should not receive a favorable rating from Revdex.com.I am telling the truth about what happened. 
Regards,
[redacted]

I spoke to end user and we agreed to replace the motor gearbox assembly as well as the service call for the dealer to go to the end users home and repair the chair. End user was happy with this resolution. I have contacted dealer to set up service call.

Invacare received this complaint from the end user stating the chair was leaving black marks on her carpet and yellow marks on her vinyl flooring. I contacted the end user and requested photos of the damage, estimates for cleaning or repair of the damage, and requested that the chair be returned...

for evaluation. We also offered a replacement chair and the end user declined a replacement and said she does not want another chair in her home and she does not use the wheelchair anymore.
 
We paid a service tech to go pick up the chair from the end users home, box it up, and ship it back to Invacare. We then had an engineering evaluation done on the chair. The evaluation report was complete 11/16/16 and shows after thorough testing the chair did not leave any black or yellow marks. The complaint was not confirmed as issue could not be duplicated. The chair shows heavy use but no tire damage or discoloration coming off of tires. I tried calling the end user to let her know we are denying her request for compensation and the phone # rang to a detail shop. No new number provided for end user. Email sent to end user denying request for compensation as complaint could not be verified or duplicated. End user emailed back and also called stating she wants $5,000 to have her floors replaced and was very irate and demanding.  She would not provide estimates for the damage or anything confirming the chair c[redacted]ed this alleged damage. I again offered to send her a new chair as a courtesy since we requested the other chair back for evaluation and she denied the offer to replace the chair and said she doesn’t need or want another chair and hung up on me. No further contact has been made.
 
Invacare has investigated this alleged complaint and inspected the product in question. The complaint has not been verified and the chair tires were in good working order and did not leave marks during evaluation or testing.

I called and spoke to end user and advised that we would send a box and call tag to return the unit to our tech repair department and complete the repair at our expense. She was happy with this resolution. I processed return and order for packaging and emailed her a call tag. Concentrator will be...

repaired and returned to her at our expense.

I spoke to the end user as well as the provider yesterday in regard to this complaint. The dealer states that the technician that serviced the chair is on leave and somehow the order did not get placed. They sent a request to purchasing and expedited the order request yesterday. They apologized and...

said it was their fault for not placing the order. I let end user know part will be rushed and shipped as soon as it is complete with production. I am also working with production to see if we can reinforce the frame or use a heavy duty fork so he does not have further issues. End user was happy with this resolution. I will keep in touch with end user through process to assure he is happy with the repair service.

Revdex.com:
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.
[redacted] from InvaCare contacted me shortly after I filed this complaint and informed me they were sending me a new DC adapter that would solve my problem. I did receive the new DC adapter to use with the InvaCare Solo2 unit on Tuesday of this week (6/23/15). Unfortunately, we had the same problem with this adapter. The Solo2 unit would not operate in the car and gave us the same error message: "ext power source too low".
We tried the new adapter several time following the instructions provided. We tried it with and without the rechargeable battery in place in the unit. It never worked in the car. It always gave us the same message.
To review, we purchased this transportable oxygen concentrator because it was one of only a few portable units that could produce the continuous oxygen that my mother requires. We purchased this unit specifically because it came equipped with a DC adapter so that it could be used in a car. We paid $3400.00 for it out of pocket. It does not function as advertised. Neither the website or the User Manual states that the unit "may or may not" work in every car. Neither the website or the User Manual informs us that it only works in 80% of cars as we were informed by the service technician when we called with problems. It also does inform a potential buyer which cars it might work in and which cars it might not work in.
We do not need this unit in the home. We purchased this unit specifically so that my mother could continue to travel with us. The battery does not hold a charge long enough to be useful as a portable oxygen source. The one feature that could be helpful is the fact that they advertise you can run it from a DC power source and provide an appropriate adapter. That turned out not to be the case. At this point, the resolution we seek is to have them refund the full purchase price for the InvaCare Solo2 unit AND to change their advertising and ammend the instruction manual.
I informed [redacted] from InvaCare that the newly designed adapter did not resolve our problems on 6/24/15 via email. I have not heard back from her yet but did not want to delay this response to you. I would appreciate help from the Revdex.com with getting this issue resolved.
Regards,
[redacted]