Medi Equip Inc

Initial Business Response /* (1000, 5, 2015/09/15) */
To Whom It May Concern:
Mrs*** *** contacted our store by telephone towards the end of July to ask us pricing for a 22" x 20" seat size heavy duty wheelchair for her husband who resides in a skilled nursing facility She said she knew
exactly what she wanted because originally we quoted her the price of a manual wheelchair and she said she was only interested in a power operated wheelchair
We told her, we don't stock heavy duty power wheelchairs, and that we would have to call her back with a price from the manufacturer The price for the heavy duty, extra wide seating system with retractable joystick was $and that included delivery and initial training by our certified seating specialist
Mrs*** thought the price for the chair was very fair as she expected the chair to be $4, We informed Mrs*** that since the chair was a special order, she would have to pay for it in full before ordering, and that once ordered it would be non-returnable She said that she would have her son call us with credit card information
After about a week of trading follow up phone calls, we informed her that in fact we had not heard back from her son with payment We told her that it would take approximately 7-days to receive as the units are built from the manufacturer The next day, August 8th, Mrs***'s son called with the credit card information A different customer service representative reiterated that the unit would have to be specially ordered as it was not a stock chair The unit was paid in full, and the chair was ordered the next business day
The chair arrived about ten days later and we called Mrs*** and set up a delivery appointment with Mr& Mrs*** at the nursing home with our seating specialist on August 20th Our seating specialist met with the couple and the therapist at the nursing home They worked together and had a training session whereby Mr*** was able to drive the chair and take instruction According to the seating specialist, the therapist informed the family that Mr*** would need to come by and see therapy again to further practice under their supervision
Knowing this, Mrs*** still signed the delivery ticket which states that custom and non-stock orders are non-refundable, motorized wheelchairs are returnable for defective merchandise only, and that she was satisfied with the equipment We left the chair with Mr*** and all parties seemed to be pleased
We then received a phone call on September 2, approximately two weeks after the chair was delivered Mrs*** stated that her husband had failed his driving certification administered by the therapist She asked if we would consider taking a return on the chair We reminded her that her purchase was for a special order non-stock item, and that it was not returnable as we had instructed her upon her initial inquiry She said she understood and we thought the matter was closed
We then received a call from her son We gave him the same information He was dissatisfied with our answer and asked what he was supposed to do with the chair if his father could not drive it We told him again that we apologized for his situation, but that it was a special order non-returnable item, and that the chair was now used and we could not in good faith provide it as new to a different customer We suggested that he perhaps try to sell it on a community board at the facility, or on Craig's List He did not like these options We further offered him consignment on the chair, but forewarned that we generally do not receive many requests for used heavy duty power wheelchairs He asked what percentage of consignment would be subtracted, and the staff member said he would check with others regarding the numbers The son was to call back the next day We did not hear back Our next contact with the situation was a letter from the Revdex.com
MediEquip feels that this is a very unfortunate situation We would of course want Mr*** to use the chair and enjoy the freedom it provides We made a concerted effort to verify with Mrs*** exactly what she wanted for her husband We communicated our policy to her We assume she had the opportunity to discuss with the nursing home her interest in purchasing a power wheelchair for her husband, and any possible contingencies before hand That discussion would be between her and the facility
Mrs*** signed our delivery ticket again acknowledging the policies, and her satisfaction with the chair
Even the complaint filed with the Revdex.com by Mrs*** states that the chair was "Special Ordered" We offered the son some other options, but he was not interested We are a small locally owned company and it would be a hardship to keep a used item like this on hand, especially considering the fact that we communicated the policy before hand The financial responsibility of that outcome should not rest with the provider on this itemWe are sorry that the ***'s are not happy with their purchase, but we feel we have exhausted our options to help them
Thank you for your time

Initial Business Response /* (1000, 5, 2015/09/15) */
To Whom It May Concern:
Mrs. [redacted] contacted our store by telephone towards the end of July to ask us pricing for a 22" x 20" seat size heavy duty wheelchair for her husband who resides in a skilled nursing facility. She said she knew...

exactly what she wanted because originally we quoted her the price of a manual wheelchair and she said she was only interested in a power operated wheelchair.
We told her, we don't stock heavy duty power wheelchairs, and that we would have to call her back with a price from the manufacturer. The price for the heavy duty, extra wide seating system with retractable joystick was $2995 and that included delivery and initial training by our certified seating specialist.
Mrs. [redacted] thought the price for the chair was very fair as she expected the chair to be $4,000.00. We informed Mrs. [redacted] that since the chair was a special order, she would have to pay for it in full before ordering, and that once ordered it would be non-returnable. She said that she would have her son call us with credit card information.
After about a week of trading follow up phone calls, we informed her that in fact we had not heard back from her son with payment. We told her that it would take approximately 7-10 days to receive as the units are built from the manufacturer. The next day, August 8th, Mrs. [redacted]'s son called with the credit card information. A different customer service representative reiterated that the unit would have to be specially ordered as it was not a stock chair. The unit was paid in full, and the chair was ordered the next business day.
The chair arrived about ten days later and we called Mrs. [redacted] and set up a delivery appointment with Mr. & Mrs. [redacted] at the nursing home with our seating specialist on August 20th. Our seating specialist met with the couple and the therapist at the nursing home. They worked together and had a training session whereby Mr. [redacted] was able to drive the chair and take instruction. According to the seating specialist, the therapist informed the family that Mr. [redacted] would need to come by and see therapy again to further practice under their supervision.
Knowing this, Mrs. [redacted] still signed the delivery ticket which states that custom and non-stock orders are non-refundable, motorized wheelchairs are returnable for defective merchandise only, and that she was satisfied with the equipment. We left the chair with Mr. [redacted] and all parties seemed to be pleased.
We then received a phone call on September 2, approximately two weeks after the chair was delivered. Mrs. [redacted] stated that her husband had failed his driving certification administered by the therapist. She asked if we would consider taking a return on the chair. We reminded her that her purchase was for a special order non-stock item, and that it was not returnable as we had instructed her upon her initial inquiry. She said she understood and we thought the matter was closed.
We then received a call from her son. We gave him the same information. He was dissatisfied with our answer and asked what he was supposed to do with the chair if his father could not drive it. We told him again that we apologized for his situation, but that it was a special order non-returnable item, and that the chair was now used and we could not in good faith provide it as new to a different customer. We suggested that he perhaps try to sell it on a community board at the facility, or on Craig's List. He did not like these options. We further offered him consignment on the chair, but forewarned that we generally do not receive many requests for used heavy duty power wheelchairs. He asked what percentage of consignment would be subtracted, and the staff member said he would check with others regarding the numbers. The son was to call back the next day. We did not hear back. Our next contact with the situation was a letter from the Revdex.com.
MediEquip feels that this is a very unfortunate situation. We would of course want Mr. [redacted] to use the chair and enjoy the freedom it provides. We made a concerted effort to verify with Mrs. [redacted] exactly what she wanted for her husband. We communicated our policy to her. We assume she had the opportunity to discuss with the nursing home her interest in purchasing a power wheelchair for her husband, and any possible contingencies before hand. That discussion would be between her and the facility.
Mrs. [redacted] signed our delivery ticket again acknowledging the policies, and her satisfaction with the chair.
Even the complaint filed with the Revdex.com by Mrs. [redacted] states that the chair was "Special Ordered". We offered the son some other options, but he was not interested. We are a small locally owned company and it would be a hardship to keep a used item like this on hand, especially considering the fact that we communicated the policy before hand. The financial responsibility of that outcome should not rest with the provider on this item. We are sorry that the [redacted]'s are not happy with their purchase, but we feel we have exhausted our options to help them.
Thank you for your time.