Omega I Intelligence Bureau

Initial Business Response / [redacted] (1000, 17, 2015/10/08) */ Contact Name and Title: [redacted] , Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @alliancerehabmed.com [redacted] : [redacted] did ask for a solid single foot plate on power wheelchairIt did ship with the double center mount foot platesHowever, [redacted] did not complain about the footplatesI addressed the foot plate being different prior to her even getting into the chair for fittingI did let them know at delivery that I would contact Permobil and have one sent in to replace the double center mountI did contact Permobil through my Manufacturer Representative and was told the the single mount plate was not availableIt can only be used on the articulating length footrestsI personally relayed that to [redacted] in her apartmentI also let her know if she would like I would get some padding for her footrestHer Mom had already had the footplates attached and it had a rough edge I was concerned about rubbing against ***'s footWithin days of that visit, before we could get any response it appears [redacted] or her Mom contacted Permobil directly asking about the foot plate issueI only know this because I was copied on an email from the manufacturer to the manufacturer's representative letting him know they were working on a quotation to customize something for ***I basically backed out of the process at that pointThe representative from Permobil was going to let me know when the quotation was complete so we could follow upI have never received that quotation to date The footrest falling off and ***'s fall was reported to AllianceWe did go out to the house to replace the footrestAt that time we saw that the calf pads were bent and no longer in placeThis could've only happened by a running into or over something and would've appeared to be the reason the footrest was jarred loose and fell offThe foot rests do not get loose and fall off they are as [redacted] put it, all or nothingit is either tight enough to hold or when it gets loose they come offWe tried to repair the calf pads but could only partially straighten them The seat belt issue I have no idea aboutWe were called and told the seat belt had brokenWhen we looked at the belt it appeared to have been run over [redacted] doesn't use a seat belt when she is alone because she still attempts transfers and cannot latch and unlatch the seat belt independentlyWe replaced the seat beltI cannot say for sure but find it hard to believe my office's only response to ***'s call would be I was there for three hoursWe typically have to ask questions in order to find out what happened and what we may need to do to repair the item The second footrest falling off and calf pads bending leads to a concern for running into heavy obstacles againThere are literally hundreds of Permobil chairs like ***'s in the field and we have not had any calls because of screws vibrating looseIt appears [redacted] is accidentally running into thingsThe power wheelchair we let her borrow for several months while hers was being approved also had the footrests banged up and knocked looseIf we go back and look at ***'s prior chair the calf pads were knocked off of it as wellThis would lean toward a pattern not faulty equipmentThese calf pad adjustments should not have to be tightened more than once every couple months at the mostI did have a conversation with [redacted] and her attendant regarding the calf pads and what might be causing them to get bentThey simply felt it was the calf pads falling down into the wheels [redacted] did have a joystick problem and it did stop workingHowever, it was not a manufacturer malfunctionIt is difficult to explain but the knob you use to drive a power wheelchair is attached to a membrane and if that attachment is broken the chair will no longer driveWe do not know how but ***'s joystick [redacted] was knocked loose from the membrane and was left non-functionalWe did replace it with a used joystick on the spot to try and get her up and runningOddly, enough that joystick stopped working within an hour of her having it also***'s nurse was able to put an older joystick from a previous chair on for her and it drove until we could send someone by there that eveningThe joystick was working and functional so we did not make any changes but did start the process of getting [redacted] a new joystickThe issues of ***'s footrests was addressed and we did make arrangements to resolve those issues because [redacted] did have a problem with her feet falling through he footrestsWhen we saw the way her Mom had it attached I commented to [redacted] that it didn't safe and I would get her something to cover itHowever, I was contacted within days by [redacted] and told they were involved and would be getting information to us regarding ***'s chairWe placed everything on hold waiting to hear from them The calf pad issues [redacted] is having is again, related to bending themIt is not related to a chair malfunctionIn no way do we feel like [redacted] does not have valid concerns for repairs to be doneHowever, these repairs are not a result of manufacturer malfunction and it is very difficult to get insurance to repair equipment that in some cases had not even been paid for yet [redacted] has gone through joysticks since receiving her wheelchairThat is a large number of joysticks for a very short time frame [redacted] and her family expressed concerns about her old chair and we recommended a chair for her that would have met her specific needs regarding the calf pads and foot plates [redacted] did not want the chair we recommended she selected the MinsteadThe Mis a high quality chair and it is my belief that now that [redacted] is back living with her family the issues with her chair will be greatly reducedWe feel as though we tried everything we could within our ability and constraints by insurance to provide everything [redacted] asked forWe have now turned it over to the manufacturer to see if they can resolve ***'s concerns with the chairWe still have not heard from the manufacturer as to what their status is I hope this will put some perspective on the situationWe have made several trips and replaced several items already on the chairIt is seems to be an environmental issues and again, I believe it will be resolved now that Am is once again living her family [redacted] Alliance Rehab and Medical Equipment Initial Consumer Rebuttal / [redacted] (3000, 19, 2015/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) "It's all ***'s fault" is not acceptableMy attendant and my mom can attest to the problemsI do not live with anybody Final Business Response / [redacted] (4000, 23, 2015/10/29) */ We in no way feel like ***'s chair issues are all her faultHowever, we don't believe they fall under a manufacturer defect or poor operation of the chairIt is several variables that play into the cause of these issuesI personally let [redacted] know we would replace the joystick and do something to resolve her footplate concernsWe have even done more current visits for repair assessment regarding her display switches for seat operationBut it is my understanding that [redacted] (the wheelchair manufacturer) was contacted directly and began working with the familyI was told there would be a quote for some items and that a manufacturer representative from [redacted] was going to see [redacted] directlyAt that point Alliance holds off on any actions until we are brought back into the picture by the manufacturer [redacted] has in the past and has the opportunity to do things directly that we as providers do not We are currently in a holding pattern until further advised by the manufacturerWe are willing to work with Permobil or [redacted] in any way we can to help resolve her chair concerns Sincerely,

Initial Business Response /* (1000, 17, 2015/10/08) */
Contact Name and Title: [redacted], Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@alliancerehabmed.com
[redacted]:
[redacted] did ask for a solid single foot plate on power wheelchair. It did ship with the double center mount...

foot plates. However, [redacted] did not complain about the footplates. I addressed the foot plate being different prior to her even getting into the chair for fitting. I did let them know at delivery that I would contact Permobil and have one sent in to replace the double center mount. I did contact Permobil through my Manufacturer Representative and was told the the single mount plate was not available. It can only be used on the articulating length footrests. I personally relayed that to [redacted] in her apartment. I also let her know if she would like I would get some padding for her footrest. Her Mom had already had the footplates attached and it had a rough edge I was concerned about rubbing against [redacted]'s foot. Within days of that visit, before we could get any response it appears [redacted] or her Mom contacted Permobil directly asking about the foot plate issue. I only know this because I was copied on an email from the manufacturer to the manufacturer's representative letting him know they were working on a quotation to customize something for [redacted]. I basically backed out of the process at that point. The representative from Permobil was going to let me know when the quotation was complete so we could follow up. I have never received that quotation to date.
The footrest falling off and [redacted]'s fall was reported to Alliance. We did go out to the house to replace the footrest. At that time we saw that the calf pads were bent and no longer in place. This could've only happened by a running into or over something and would've appeared to be the reason the footrest was jarred loose and fell off. The foot rests do not get loose and fall off they are as [redacted] put it, all or nothing. it is either tight enough to hold or when it gets loose they come off. We tried to repair the calf pads but could only partially straighten them.
The seat belt issue I have no idea about. We were called and told the seat belt had broken. When we looked at the belt it appeared to have been run over. [redacted] doesn't use a seat belt when she is alone because she still attempts transfers and cannot latch and unlatch the seat belt independently. We replaced the seat belt. I cannot say for sure but find it hard to believe my office's only response to [redacted]'s call would be I was there for three hours. We typically have to ask questions in order to find out what happened and what we may need to do to repair the item.
The second footrest falling off and calf pads bending leads to a concern for running into heavy obstacles again. There are literally hundreds of Permobil chairs like [redacted]'s in the field and we have not had any calls because of screws vibrating loose. It appears [redacted] is accidentally running into things. The power wheelchair we let her borrow for several months while hers was being approved also had the footrests banged up and knocked loose. If we go back and look at [redacted]'s prior chair the calf pads were knocked off of it as well. This would lean toward a pattern not faulty equipment. These calf pad adjustments should not have to be tightened more than once every couple months at the most. I did have a conversation with [redacted] and her attendant regarding the calf pads and what might be causing them to get bent. They simply felt it was the calf pads falling down into the wheels.
[redacted] did have a joystick problem and it did stop working. However, it was not a manufacturer malfunction. It is difficult to explain but the knob you use to drive a power wheelchair is attached to a membrane and if that attachment is broken the chair will no longer drive. We do not know how but [redacted]'s joystick [redacted] was knocked loose from the membrane and was left non-functional. We did replace it with a used joystick on the spot to try and get her up and running. Oddly, enough that joystick stopped working within an hour of her having it also. [redacted]'s nurse was able to put an older joystick from a previous chair on for her and it drove until we could send someone by there that evening. The joystick was working and functional so we did not make any changes but did start the process of getting [redacted] a new joystick. The issues of [redacted]'s footrests was addressed and we did make arrangements to resolve those issues because [redacted] did have a problem with her feet falling through he footrests. When we saw the way her Mom had it attached I commented to [redacted] that it didn't safe and I would get her something to cover it. However, I was contacted within days by [redacted] and told they were involved and would be getting information to us regarding [redacted]'s chair. We placed everything on hold waiting to hear from them.
The calf pad issues [redacted] is having is again, related to bending them. It is not related to a chair malfunction. In no way do we feel like [redacted] does not have valid concerns for repairs to be done. However, these repairs are not a result of manufacturer malfunction and it is very difficult to get insurance to repair equipment that in some cases had not even been paid for yet. [redacted] has gone through 3 joysticks since receiving her wheelchair. That is a large number of joysticks for a very short time frame.
[redacted] and her family expressed concerns about her old chair and we recommended a chair for her that would have met her specific needs regarding the calf pads and foot plates. [redacted] did not want the chair we recommended she selected the M300 instead. The M300 is a high quality chair and it is my belief that now that [redacted] is back living with her family the issues with her chair will be greatly reduced. We feel as though we tried everything we could within our ability and constraints by insurance to provide everything [redacted] asked for. We have now turned it over to the manufacturer to see if they can resolve [redacted]'s concerns with the chair. We still have not heard from the manufacturer as to what their status is.
I hope this will put some perspective on the situation. We have made several trips and replaced several items already on the chair. It is seems to be an environmental issues and again, I believe it will be resolved now that Am is once again living her family.
[redacted]
Alliance Rehab and Medical Equipment
Initial Consumer Rebuttal /* (3000, 19, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"It's all [redacted]'s fault" is not acceptable. My attendant and my mom can attest to the problems. I do not live with anybody.
Final Business Response /* (4000, 23, 2015/10/29) */
We in no way feel like [redacted]'s chair issues are all her fault. However, we don't believe they fall under a manufacturer defect or poor operation of the chair. It is several variables that play into the cause of these issues. I personally let [redacted] know we would replace the joystick and do something to resolve her footplate concerns. We have even done more current visits for repair assessment regarding her display switches for seat operation. But it is my understanding that [redacted] (the wheelchair manufacturer) was contacted directly and began working with the family. I was told there would be a quote for some items and that a manufacturer representative from [redacted] was going to see [redacted] directly. At that point Alliance holds off on any actions until we are brought back into the picture by the manufacturer. [redacted] has in the past and has the opportunity to do things directly that we as providers do not.

We are currently in a holding pattern until further advised by the manufacturer. We are willing to work with Permobil or [redacted] in any way we can to help resolve her chair concerns.

Sincerely,