McKinley Elevator Corp

ID [redacted] - [redacted] -I am attaching your paperwork as reference for youAs a summary, this account has been credited and he will only be paying the amount he believes in his mind that is correctIt does not cover the actual work done nor the time spent there, but it satisfies his complaint.Basic details:Time spent at site was hoursHe is only paying for one hour He has known our rates before any service call he has had from [redacted] Travel time included in first hour cost is hour Invoice has been outstanding for year without payment of any kind Technician sent is a trusted, honest ex-Navy employee that does not malinger Technician sent was arguably our most qualified of all long-term technicians All our billings to Mr [redacted] have been consistent The accusation of being overcharged is falseThe account has been credited and activity will be concluded , once payment is finally received

ID [redacted] - [redacted] -I am attaching your paperwork as reference for you. As a summary, this account has been credited and he will only be paying the amount he believes in his mind that is correct. It does not cover the actual work done nor the time spent there, but it satisfies his...

complaint.Basic details:Time spent at site was 2.5 hours. He is only paying for one hour He has known our rates before any service call he has had from [redacted] Travel time included in first hour cost is 1 hour Invoice has been outstanding for 1 year without payment of any kind Technician sent is a trusted, honest ex-Navy employee that does not malinger Technician sent was arguably our most qualified of all long-term technicians All our billings to Mr. [redacted] have been consistent The accusation of being overcharged is falseThe account has been credited and activity will be concluded , once payment is finally received.

I want to acknowledge receipt of your letter, which you have...

also sent to multiple other entities. I'm sorry you are so disappointed in our service, You've made your opinions and your demands very clear, so let's look at a few things and figure out what we can and cannot do. As I was not in on any of the discussions, I'm sorry but I cannot comment on those interactions, to either confirm or deny anything was said. I'll try to follow the points that you have summarized.
? Settlement:
1 Move the stanchions against the wall –
Your stairchair was computer designed to your specific stairs, after using a precise camera system to measure each tread and stairway width. We cannot change the dimensions of your existing stairway, nor the results of having a stairway that narrow. The distance from the wall was calculated to be as tight as possible and still have the stairchair function correctly without the backside of the unit hitting the wall or causing dangerous pinch points along the way. The location was determined by the factory and we cannot change that distance.
2 Adjust the wires in the chair
We will have a technician return to your home and see what you are describing. If they can be rerouted to your satisfaction, we will do that for you.
3 Extend the rails at the top
This was always an option for you right from the start. This was an option at additional cost for both/either the top and/or the bottom. You did not purchase that option and at this point, it will be expensive to add. If you now wish to add this feature, we can certainly discuss this and its viability with you,
4 Fix the remotes —
We will return and correct whatever is wrong with your remotes.
5. Beeping Sound - -
We will return and modify the settings in order to eliminate the beeping sound.
6. Extend the warranty
We will extend your warranty as if you had a new stairchair installed on the date of our next return call making the changes above in #2 and #4.
While I do not have a name or number for a Handicare engineer, I do have the name for their West Coast regional manager. His name is [redacted]). The National
Manager is [redacted]) and he has already seen some of your letters, You are welcome to contact any of them in regards to your concerns.
| believe this answers all your requests and demands as best I can with only your letters to go by, We will contact you next week to set up a time to make the changes above. I'm sorry that you were so dissatisfied, but hopefully this will make what is actually a very good installation acceptable to you.

1.Purchased a Stair Lift (elevator) at a price in excess of $10,000 in 2013 for
a person with stroke.
2.Within 4 months of installation the unit started having reliability problems, i.e.
not swiveling at top of stairs to dismount, stopping half way up or down the staircase
requiring emergency assistance to get the patient to safety, or stopping before reaching the location for patient to board the chair.
Service call while under warranty would get unit running for a few days, but always broke again within a short period of time. Techs could not seem to find the solution.
3.Each time a different option was presented, but nothing worked. Per Calif. law each time a 'repair' was performed for the same problem the warranty should be renewed for 6 months.
4.Tried to purchase a service agreement from the company. Sales rep at initial purchase said it would not be necessary because the machines were "so reliable".
Company refused to sell us a service contract.
5. Suggested the machine was a 'lemon' since the same oroblems kept occurring and it should be replaced. Company declined.
6. Company billed credit card for warranty repair without our authorization.We disputed and it was upheld so charges removed.
7. After 9 months (2014) Company decides the problem might be the controller board. We agree to pay for labor to have board replaced (over $500) while the controller is still under warranty. This was the same problem that should have been repaired with free labor while under the first 6 month warranty period.
8. This seems to have resolved the problem.
9. Over a year later (2015) Company sends certified letter threatening to take action to collect the charges they billed to our credit card, which had been disputed and
decided in our favor.
10. Sent a timely response which they rec'd (certified mail) explaining their error.
11. After 4 months, the company is now calling again, leaving messages about the invoice improperly billed.
12. This company has nice technicians, but only one seemed competent. The product was faulty and the company did not do enough to fix it the first time. I think may have hoped to collect lots of extra cash on service calls, as their standard rate for service was almost $400 just to have someone show up at your door. True especially since they refused to sell us a service contract when the product exhibited problems. For a product that is essential for a disabled person, reliability and safety is essential and this product was not reliable, nor did the company seem to take it seriously as far as how it put the user in serious jeopardy. It wasn't like they were selling a bicycle or piece of furniture!
This company is not reputable, in my opinion; we should have filed a complaint earlier, but illness took all our time away from non-essential things. Now they are trying to badger, threaten and harass. and their behavior is unprofessional and dishonest. If I have to, I will sue. The facts are on my side.

Review: I am very dissatisfied with my recent chair elevator installation and the lack of service I have received. I signed a contract with [redacted] in your Hayward office in August, 2015 for the chair elevator. I said I have a narrow stairway and the rails need to be hugging the wall so that access for walkers up and down is clear. When he measured the stairway, I reminded him of this issue. But when it was installed, the rails are inches away from the wall --unnecessarily taking up space that walkers on the stairs need. I am very disappointed about this aspect of the install--which of course goes back to the poor measuring of the space. Actually, when I sit in the chair the handrail on the stairs hits my knees. I have called and emailed [redacted] and wrote a long letter and have not gotten any satisfaction. I think that I need Revdex.com to step in to get this resolved. This was a $15,500 order and I was forced by the installers to pay the final payment even though I was not satisfied. [redacted] came again after the install and basically said he couldn't help me much. I have five issues: 1. place the posts against the wall so the stairway is clear for walkers, 2. adjust the wires in the chair 3. extend the rails at the top of stairs so that the chair doesn't jut into the hallway. 8" of space are available. 4. fix the remotes 5. extend the warranty to begin when these items are corrected.Desired Settlement: 1. place the posts against the wall so the stairway is clear for walkers, 2. adjust the wires in the chair 3. extend the rails at the top of stairs so that the chair doesn't jut into the hallway. 8" of space are available. 4. fix the remotes 5. extend the warranty

Business

Response:

I want to acknowledge receipt of your letter, which you have also sent to multiple other entities. I'm sorry you are so disappointed in our service, You've made your opinions and your demands very clear, so let's look at a few things and figure out what we can and cannot do. As I was not in on any of the discussions, I'm sorry but I cannot comment on those interactions, to either confirm or deny anything was said. I'll try to follow the points that you have summarized.? Settlement:1 Move the stanchions against the wall –Your stairchair was computer designed to your specific stairs, after using a precise camera system to measure each tread and stairway width. We cannot change the dimensions of your existing stairway, nor the results of having a stairway that narrow. The distance from the wall was calculated to be as tight as possible and still have the stairchair function correctly without the backside of the unit hitting the wall or causing dangerous pinch points along the way. The location was determined by the factory and we cannot change that distance.2 Adjust the wires in the chairWe will have a technician return to your home and see what you are describing. If they can be rerouted to your satisfaction, we will do that for you.3 Extend the rails at the topThis was always an option for you right from the start. This was an option at additional cost for both/either the top and/or the bottom. You did not purchase that option and at this point, it will be expensive to add. If you now wish to add this feature, we can certainly discuss this and its viability with you,4 Fix the remotes —We will return and correct whatever is wrong with your remotes.5. Beeping Sound - -We will return and modify the settings in order to eliminate the beeping sound.6. Extend the warrantyWe will extend your warranty as if you had a new stairchair installed on the date of our next return call making the changes above in #2 and #4.While I do not have a name or number for a Handicare engineer, I do have the name for their West Coast regional manager. His name is [redacted]). The NationalManager is [redacted]) and he has already seen some of your letters, You are welcome to contact any of them in regards to your concerns.| believe this answers all your requests and demands as best I can with only your letters to go by, We will contact you next week to set up a time to make the changes above. I'm sorry that you were so dissatisfied, but hopefully this will make what is actually a very good installation acceptable to you.

1.Purchased a Stair Lift (elevator) at a price in excess of $10,000 in 2013 for

a person with stroke.

2.Within 4 months of installation the unit started having reliability problems, i.e.

not swiveling at top of stairs to dismount, stopping half way up or down the staircase

requiring emergency assistance to get the patient to safety, or stopping before reaching the location for patient to board the chair.

Service call while under warranty would get unit running for a few days, but always broke again within a short period of time. Techs could not seem to find the solution.

3.Each time a different option was presented, but nothing worked. Per Calif. law each time a 'repair' was performed for the same problem the warranty should be renewed for 6 months.

4.Tried to purchase a service agreement from the company. Sales rep at initial purchase said it would not be necessary because the machines were "so reliable".

Company refused to sell us a service contract.

5. Suggested the machine was a 'lemon' since the same oroblems kept occurring and it should be replaced. Company declined.

6. Company billed credit card for warranty repair without our authorization.We disputed and it was upheld so charges removed.

7. After 9 months (2014) Company decides the problem might be the controller board. We agree to pay for labor to have board replaced (over $500) while the controller is still under warranty. This was the same problem that should have been repaired with free labor while under the first 6 month warranty period.

8. This seems to have resolved the problem.

9. Over a year later (2015) Company sends certified letter threatening to take action to collect the charges they billed to our credit card, which had been disputed and

decided in our favor.

10. Sent a timely response which they rec'd (certified mail) explaining their error.

11. After 4 months, the company is now calling again, leaving messages about the invoice improperly billed.

12. This company has nice technicians, but only one seemed competent. The product was faulty and the company did not do enough to fix it the first time. I think may have hoped to collect lots of extra cash on service calls, as their standard rate for service was almost $400 just to have someone show up at your door. True especially since they refused to sell us a service contract when the product exhibited problems. For a product that is essential for a disabled person, reliability and safety is essential and this product was not reliable, nor did the company seem to take it seriously as far as how it put the user in serious jeopardy. It wasn't like they were selling a bicycle or piece of furniture!

This company is not reputable, in my opinion; we should have filed a complaint earlier, but illness took all our time away from non-essential things. Now they are trying to badger, threaten and harass. and their behavior is unprofessional and dishonest. If I have to, I will sue. The facts are on my side.