Precision Repair Network

To: The Better Business Bureau, serif;"> My name is [redacted] and I am the Patient Advocate with Precision Repair NetworkAs the Patient Advocate, I handle patient complaints and concerns I received [redacted] complaint information the morning of June 16, and I am reviewing [redacted] information and she is still pending authorization for insurance She was ready to be scheduled by the intake department, but unfortunately there was a delay placing her on our contact list because we are still waiting to see if her insurance will cover her repairs or if it will be an out of pocket expense We are trying to get the insurance information and we will be contacting [redacted] to give her an update We apologize for not thoroughly communicating the insurance verification process with [redacted] We will be following up with her to give her an update on what we are needing to process payments Once we have that cleared up, we can schedule [redacted] and get her scooter repaired Thank you for your assistance [redacted] Patient Advocate Phone: (619)***- [redacted] Email:***@precisionrepairnetwork.com

Precision Repair Network would like to apologize We are unable help this patient any further with repairs to his power wheelchair We have serviced the patient’s chair several times even when he was beyond his warranty period It is not only the speed to his power wheelchair that is his concern The patient’s power wheelchair was picked up and re-tested in our shop; it continued to run perfectly, even when it was returned to him He has accepted the chair as repaired each time it was delivered or repaired onsite The batteries have failed and been replaced twice, each time after approximately three months use The motors have gone out and been replaced twice as well The patient’s issues with tires/wheels and rotation of his power wheelchair have been addressed The frequency of these problems has been identified by our technicians as simple overuse of his mobility device This power wheelchair is being used as a vehicle replacement Medicare’s rule is quite “use of these devices to be limited to within the home and transfer to and from doctor’s appointments.” Improper care, charging patient’s weight and added accessories to the mobility device are all factors that can cause shortened battery life as well as stress to the motors and wheels This matter has been discussed with our legal counsel and a Medicare representative We recommend at this time that this patient contacts his doctor for a new prescription for a more suitable power wheelchair If he is prescribed a new mobility device as a medical necessity then all costs will be covered by Medicare This patient is more than welcome to contact us to reexamine and repair the current issues as we informed him All costs would be his requirement out of pocket Thank you for your assistance Sincerely, [redacted] Patient Advocate/Customer Service Manger

October 14, In response to complaint # [redacted] Dear Sir, I have tried contacting you earlier today in regards to possible solutions to this dilemmaHowever, I was only able to reach your voicemail boxWe do unfortunately have a heavy call volume and a large quantity of patients ahead of you in the scheduling processWith that being said we would be more than happy to service your mobility repair needs once we are able to have a technician get to you If you are unable to wait anymore we recommend you contact 1-800-Medicare for another repair company that may better suit your time sensitive needsWe at Precision Repair Network deep apologize for any inconvenience Sincerely, [redacted] Patient Advocate [redacted]

They never answer and or return calls/mssg/emailsThe same issue has plagued my scooter and it has never worked right since the made a supposed fixI have been trying to request service for months with no help what so everI need my chair as I am a fall precaution and am now unable to get around safely w/o my chair

September 5, To: The Better Business Bureau, 0.0001pt;"> We apologize for the delayed response to this complaint We were moving our corporate office location, which unfortunately caused a delay In response to complaint [redacted] I received the information of this complaint on August 27th and we experienced a computer system failure during out corporate office move which caused a bit of a delay with responding We have first worked on this patient’s power wheelchair in October We returned in December for warranty work and additional repairs We have gone out to this patients home to help with repairs even though he is past his warranty timeframe This patient has had concerns about the speed of his unit and we have been out to address that on several occasions This patient has spoken to our technicians, the Regional Manager, and myself (Patient Advocate/ Customer Service Manager.) We have supplied this patient with a letter, which he mentioned in his complaint In the letter, we recommended he should contact his doctor and Medicare in regards to getting a new mobility device We have done everything we can with fixing his power wheelchair and we cannot do anything further It is not Precision Repair Networks responsibility to provide patients with replacement mobility devices if their device is not repairable If he would like a mobility device that is covered by his insurance he will have to speak to Medicare and his doctor like we recommended We apologize we cannot be any more help for this patient We regret that we have not satisfied him, but we have repaired his device the best it can be repaired Sincerely, [redacted] Patient Advocate/Customer Service Manger Phone: (619) 359- Email: ***@precisionrepairnetwork.com

They did a good job and did it fast I couldn't have asked for any better customer service--they really paid attention, and they followed up Great folks

DECEMBER 2, Hello [redacted] [redacted] , We deeply apologize for the inconvenience you have experienced with the repairs made on your power wheelchairAs you have requested we will be coming back out to your area to pick up your power wheelchair and leave you with a loaner chair while the appropriate repairs are madeYou had previously spoken with [redacted] the branch manager for our [redacted] , GA location on November 25, and had set up an appointment on the 3rd of DecemberShould you have any other concerns please contact me directly Thank you, [redacted] Patient Advocate(619) 359-[redacted]

As of WedSept 23, At this point I am still waiting for someone to contact me to make an appointment for around Oct As of right now, The Power Chair is still not working and no repair date has been set I spoke with a person named [redacted] and he said he'll look into it Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

September 23rd, To: The Better Business Bureau, In response to complaint [redacted] We apologize for the late response for this patient’s complaint Our Patient Advocate reached out to the patient on September 11th, to hear this patient’s complaint/concern We are have someone looking into the communication this patient had with us in regards to what we informed him about payment methods We are going to help this patient with his power chair repairs, but the patient requested that we wait until the beginning of October because that is when he will be able to pay for his repairs This patient does not have insurance that covers the cost of his repairs so the patient has to pay out of pocket After we repair his power chair we will follow up with him to see how his power chair is working for him after the repairs we completed Thank you for your assistance Sincerely, [redacted] Patient Advocate/ Customer Service Manger Phone: (619) 359- Email: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below What kind of a company that guarantees 100% satisfaction on their web site, would respond to a unhappy customer that way? In writing! Unbelievable! With that statement they have lost all credibility with all their customersNot just me In the first place, if they had read my complaint they would have seen that it is not just about the speed of the chair, it is also about erratic speed, low top speed, when turning the arc of the turn is very long, causing it impossible to turn a turn in the house or anywhereI have to stop completely, then turnTuesday, 9/2/2014, I personally removed both batteries and after hours of charging on the new charger supplied by Precision network, and I had them checked by an authorized dealer for "Universal" batteriesI was told that the batteries are "toast"Meaning they are no goodBut the place that checked the batteries could not warranty them because they did not sell themSo I have established that the batteries are no goodOnes that Precision has replaced not once, but twice! within a month period Precision says they cannot fix my power chair to my standards, How about two dead batteries? They are refusing to replace them because I am too demanding? I am so disgusted with that company but there appears that is the best that they can doShameful! Regards, [redacted] ***

September 3,
To: The RevDex.com,
0.0001pt;">
We
apologize for the delayed response to this complaint. We were moving our corporate office location,
which unfortunately caused a delay
In
response to complaint ***
I received the information of this complaint
on August 20th and we experienced a computer system failure during
out corporate office move which caused a bit of a delay with responding. Unfortunately for the patient, we do have a
high call volume and we are servicing the patients in the order that they
called in If we have a route that is
near this patient’s location we would be more than happy to service her mobility
device for repairs.
We have tried to contact this
patient on several occasions to inform her on this information and to answer
any questions she might have. The patient’s
phone was disconnected and we have been unable to speak to her about scheduling
or any questions she might have. The Administrative
Assistant for the office this patient will be serviced from has never received
a call from this patient, nor has our customer service dept. Our local Administrative Assistant has been
attempting to contact this patient to see if her phone has been activated again
so we can resolve this. Once we come in
contact with this patient we will answer any questions she has
All of our patients need their mobility
devices repaired and we are trying to get to all of them in a timely
manner. We recommend that if the patient
cannot wait and has to have these repairs done immediately that she contacts
Medicare and see if there is another repair company that can service her
sooner
Sincerely,
*** ***
Patient Advocate/Customer
Service Manger
Phone: (619)
359-
Email:
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Please note the reply from Precision Repair Network, the if you don't like it go somewhere elseThey called on Tuesday 10/14/and left a voice mailOn Wednesday and Thursday I called back
and left a voice messageAs of this writing I have not heard from them
Regards,
*** ***

October 3,
To: The Revdex.com,
In response to complaint ***
I received the information of this consumer rejection on October 1st Unfortunately there was a miscommunication between our accounting department and the patientOne of our accountants was calling this patient in order to obtain his credit card information and gave him a quote of how much the repair would be
I called and spoke to the patient yesterday and told him that I would bypass the credit card info as long as he would be paying by cash or checkAs per the patients request an appointment was set up for the date and time he had requested, when our technician who would be servicing the mobility device reached out to the patient and went over the service fee the patient canceled due to the cost
We have followed every request from this patient to the best of our abilities
Sincerely,
*** ***
Patient Advocate
Phone: (619) 359-
Email: ***@precisionrepairnetwork.com

September 3,
To: The RevDex.com,
class="MsoNormal" "margin-bottom: 0.0001pt;"> We apologize for the delayed
response to this complaint. We were
moving our corporate office location, which unfortunately caused a delay
In
response to complaint ***
I was notified of this patient’s
complaint on August 20th, and we experienced a computer system
failure during our corporate office move which caused a bit of a delay with. I contacted the shop that is servicing this
patient and they already contacted the patient, repaired his mobility device
and scheduled him for a delivery on August 27th,
One of our Patient Advocates contacted
this patient on September 3, to apologize for the situation, lack of
communication and to follow up on the repair service we provided on The patient confirmed that satisfied their
needs and there are no further complaints.
We informed the patient if anything else comes up to feel free to
contact us if he has any future repair needs.
Thank
you for your assistance
Sincerely,
*** ***
Patient Advocate/
Customer Service Manger
Phone: *** ***
Email: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
There is no resolution and they are lying about how many times the motors have been replaced There is a right and a left drive motorThey replaced the right drive motor then returned about one month later and replaced the left drive motorAfter the left motor was replaced, is when the problem startedI told the tech that worked on it that something was not right and he shrugged that the chair needed to be replacedI used this chair for five years, I should think I would know if it were operating like it shouldThe tech acted like he just wanted to be done with my chair and head back to Phoenix (a hour drive)Also, the chair was not picked up and evaluated by their company! It was picked up and sat in their building waiting for parts that were ordered to come inI complained that the loaner chair that was provided me to use while they had my chair was too light weight, I weigh around lbsand I was concerned that I would break their chairMy chair was returned to me after about two months without being repairedThere was no re-testing as stated in their responseThe original batteries lasted five yearstheir replacement (made in Viet Nam) batteries last three months.
There is a problem with the parts that were used in the repair of my power chairFor all I know they could be used partsThe tech told me he worked for the bankrupt "Scooter Store" and purchased many of the chairs and parts they had when they closed their doorsHe could have used parts he attained from his old employer and kept the new ones! I am only speculating because I have no way of knowingI only know that all functional parts have been replaced on my chair except the frameIt should operate like a new chair! It does not.
The founder and Owner of Precision Repair Network, Sam Saribekian, should be more aware of the unprofessional manner of his employeesYou are only as good as your employees areIf this is the final resolution to this matter then all I have to say to you is, you cannot take advantage of people and expect to stay in businessWhat goes around, comes around!
*** ***

October 2,
Georgia, serif">To: The Revdex.com,
In response to complaint ***
I received the information of this complaint on September 26th Unfortunately for the patient, we do have a high call volume and we are servicing the patients in the order in which they called in
As the patient has requested in their desired settlement, we will be removing the patient’s information, medical and personal, from our system in its entiretyI have spoken with our compliance team about guidlines that must be followed when keeping medical and personal information and since we have never serviced this patient before we are in fact able to fulfill his requests
Sincerely,
*** ***
Patient Advocate
Phone: ###-###-####
Email:***@precisionrepairnetwork.com

Hello MrJ*** *** ***
To recap our phone conversation from earlier, we are working diligently to service Maine patients, we sincerely apologize for the delays and misinformation given to you by an employeeWe will be opening an investigation into this matterWe can
in fact service Maine out of out Pembroke, MA office, and Joysticks are covered for months, not days. Like I said I will be sitting down with the Operations Manager for that location to work on getting approval for out technicians to go on an over night trip and service your chair with brand new parts.I have also given you my direct office line and cell phone number should you have any further issues you would like addressed immediately
I will be calling you myself tomorrow the 3rd of December to give you more information
Thank you,
*** ***Patient Advocate

Hello Brinda *** ***,
As *** had explained the out of pocket price of $was incorrect information. The batteries, charger, and seat will be covered under warrant work and there will be no charge sent to either you or your insurance company. As of our conversation today over the phone the Warner Robins, GA shop has gone out to you home and picked up your power wheelchair for the repairs mentioned earlier as warranty and they have left you with a loaner chair to utilize while repairs are being done on your chair.
Should anything arise in the future please do not hesitate to contact me directly at the number I have left youThank you for displaying great patience while we came to a resolution to this is***
Sincerely,
*** ***Patient Advocate(619) 359-Precision Repair Network

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,*** *** ***
*** called today and told me that the repairs were going to be $out of MY pocketSince Medicare and I have already paid for said repairs why then should I have to pay again? I am NOT going to pay againAs I told *** if it comes down to it that I WILL hire an attorneyI mean I have fallen twice because the seat of the power chair will rotate degreesI have pictures of the bruises sustained in the falls as well as the medical information about not one but now both feet having breaks in them