Precision Repair Network

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
Yes, Precision repair Network to set up an appointmentBut when I heard the price just to come to the home was way to much- I thought,'WOW'! So anyways, I heard repair jobs on mobility scooter are costly so I was expecting something like $- $tops.
When they wanted my credit card number-I refused to do because, I never give out my Card number to anyone over the computer Why should I? If I'm paying cash So, *** did help,no doubt
Anyways, I refused So, I'll just save up and buy a new one
P.SYes their communication between employee's and customers does need a big improvement
Thanks *** ***

To The Revdex.com
My name is *** and I am the Patient Advocate with Precision Repair Network (PRN)As Patient Advocate, I
handle patient complaints and concernsI received information about the letter you sent to us on May 9th
regards
to *** ***’s complaintWe are currently doing our research on the charges that *** ***
mentioned in his complaintWe do not have any of his credit card information on file, we may have to contact
***, ***’s bank and our bank to track the specific transaction that *** is saying we charged himIf we
find the charges that *** is stating we charged him then we will be more than happy to provide a full refund.
PRN does not repair rehabilitation power wheelchairs currently; we have apologized to *** about this.
Unfortunately, rehab repairs require a licensed rehab technician and we are not staffed with one in his area at the
timeWe have standard question at the intake process to determine what type of power wheelchair (PWC) they
haveThat is usually when we notify the patient/customer if we are going to be able to work on their PWCWe
are having selected PRN employees to review our online information, policies, and information the intake
department is giving patients to help avoid this in the future.
We apologize for this situation of dissatisfying *** ***We will continue to do our research and
contact *** to give him an update and possibly to gather more information so we can refund his money
Thank you for your assistance
***
Patient Advocate
Phone: (619) 359-
Email: ***@precisionrepairnetwork.com

Hello *** *** ***,
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 issue
Sincerely,
*** ***Patient Advocate###-###-####
Precision Repair Network

September 23rd,
To: The RevDex.com,
"margin-bottom: 0.0001pt;">
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]

To: The RevDex.com,
serif;">            My name is [redacted] and I am the Patient
Advocate with Precision Repair Network. As the Patient Advocate, I handle
patient complaints and concerns.  I
received [redacted] complaint information the
morning of June 26th, 2014 and I have reviewed Ms. [redacted]’s information.  Ms. [redacted] does in fact have a membership,
but unfortunately we have been having trouble receiving the parts.  We also had some employment changes made in
our Ocala, FL location and this contributed to the problems with communication.
 
We apologize for not thoroughly communicating
with the patient; I left Ms.[redacted] a voice mail on June 30th,
2014 and spoke with her on July 1st and 2nd 2014.  We have agreed to refund her money for the
membership.  She has a contact where she
can get the part with a better price and will be able to receive them more
quickly.  [redacted] thanked me
for helping her with this situation, I apologized for all the frustration and
informed her we will be mailing her copies receipts for the refund and a
letting confirming the contact has been canceled.
Thank you for your assistance.
 
[redacted]
Patient
Advocate
Phone:
###-###-####
Email:
[redacted]@precisionrepairnetwork.com

October
21, 2014
 
In response to complaint # [redacted]
Dear Sir,
            In
response to your most recent rejection of our resolution, I would like to
apologize for the way you felt we responded. We at Precision Repair Network
never intended to send the message of “if you don’t like it go somewhere else.”
We simply stated that we do have longer than usual wait times, and that if this
is a time sensitive we recommend contacting your insurance provider.
            As
you are aware, we were able to have a technician in your area who will be
servicing you today, the 21st, of October.
            Again,
we at Precision Repair Network apologize for any inconveniences you may have
felt. Please feel free to contact me directly if I may be of more assistance to
you.
 
Sincerely,
[redacted]
Patient Advocate
[redacted]

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.

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 customers. Not 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 normal turn in the house or anywhere. I have to stop completely, then turn. Tuesday, 9/2/2014, I personally removed both batteries and after 24 hours of charging on the new charger supplied by Precision network, and I had them checked by an authorized dealer for "Universal" batteries. I was told that the batteries are "toast". Meaning they are no good. But the place that checked the batteries could not warranty them because they did not sell them. So I have established that the batteries are no good. Ones that Precision has replaced not once, but twice! within a 3 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 do. Shameful! 
Regards,
[redacted]

Original complaint dated 12/16/2014 was closed without my being able to respond to the business The chair was picked up again, kept for a couple of weeks and returned. Again it seemed to be repaired but after a day or two, the same problem returned. The rear castor wheel sticks and causes the chair to turn unexpectedly or roll erratically. I was told by the tech that the parts supplied to fix the chair were used, which really wouldn't matter if in fact the chair was fixed. I have been trying to reach PRN this time since 12/19/2014. I actually spoke with a person about the end of December 2014, she said someone would contact me after the first of the year (ambiguous). Every other time I've called (telephone records to support many calls have been made), the VM is full and they can't take my message. The chair is still not fixed and batteries they put in back in May 2014 with the original repair, are junk. Since my chair came back 12/17/2014 the battery won't hold a charge for more than 2-3 days, no matter how long they are plugged in (up to 18 hrs). The batteries I purchased in Sept 2012 had a 2 yr warranty but were removed by PRN. "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." PRN stated Those things were not the cause of the original problem and I was unaware of the battery problem until more recently. And if that's what we got for nearly $4000, well that says a lot right there. I would be more than happy if this chair simply worked without the dangers of erratic rolling and unexpected turning. Unfortunately, this chair is a necessity so scraping a wall sometimes has to be tolerated. Slamming into something at full speed is a real possibility. PRN, at the very least should answer their phones and keep their appointments. Neither of which they do consistently. The chair is 5 years old. If it can't be fixed, a letter from PRN stating such would allow me to get another chair.

September 5, 2014
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 [redacted].
             I received the information of this complaint
on August 27th 2014 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 2013.  We returned in December 2013 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)
359-6933
Email: [redacted]@precisionrepairnetwork.com

October
14, 2014
 
In response to complaint # [redacted]
Dear Sir,
            I
have tried contacting you earlier today in regards to possible solutions to
this dilemma. However, I was only able to reach your voicemail box. We do unfortunately
have a heavy call volume and a large quantity of patients ahead of you in the
scheduling process. With 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 needs. We at
Precision Repair Network deep apologize for any inconvenience.
 
Sincerely,
 
[redacted]
Patient Advocate
[redacted]

To: The RevDex.com,
serif;">            My name is [redacted] and I am the Patient
Advocate with Precision Repair Network. As the Patient Advocate, I handle
patient complaints and concerns.  I
received [redacted] complaint information
the morning of June 16, 2014 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:[redacted]@precisionrepairnetwork.com

DECEMBER 2, 2014
Hello [redacted],
 
We deeply apologize for the inconvenience you have experienced with the repairs made on your power wheelchair. As 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 made. You had previously spoken with [redacted] the branch manager for our [redacted], GA location on November 25, 2014 and had set up an appointment on the 3rd of December.
Should you have any other concerns please contact me directly.
 
Thank you,
[redacted]Patient Advocate(619) 359-6910[redacted]

As of Wed. Sept 23,2014.  At this point I am still waiting for someone to contact me to make an appointment for around Oct 1 2014.  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]

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.I would like to wait until they actually come and do the repairs I did talk to someone and was somewhat satisfied will his response.
Regards,
[redacted]

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 clear: “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

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.
?On thursday,Sept 25,precision Repart Net work call me and  a lady said, that she has MY bill for the repairs and batteries...   I said, WHAT BILL? No one has come to my house to fix my Mobile Chair.  I'm still waiting for the guy from Ocala to call me and make an appointment to come and fix it. Then I also told her that [redacted] (head of the business in San Diego) was trying to get a hold of the Ocala Guy.  She then told me, she'll speak to [redacted] and get back with me. As of now, no one from precision repair has contacted me or the guy in Ocala.
I think there is something fishy going on here. If the guy in Ocala is telling the people in San diego that things are fixed. Then Precision Repair Network may be making 'bogus' insurance claims.  As far as I'm concerned, the communication between San Diego and Ocala is terrible if not, NON-EXISTANT. Please help me with this problem. 
I assure you I did not accept anything with them yet. I'm still waiting for my chair to be fixed.
Thank you for your time
Mr [redacted]

To: The Revdex.com,
serif;">            In response to complaint [redacted], I received the information of
this complaint on July 15, 2014. 
Unfortunately, we have had a very high call volume and we are not able
to get to all of the patients as quickly as we would like to have.  We have been calling the majority of our
patients to inform them about the wait time. 
  This particular patient was
assigned to multiple offices: Indianapolis, IN and Chicago, IL.  To better serve our client base in Illinois,
we recently opened an additional shop in St. Louis, MO.   By opening this office, we should be able to
service this patient this patient sooner. 
I met with the Regional Operations Manager and agreed that we should be
able to service this patient early next week.  
            The Regional
Operations Manager and I instructed
the staff in St. Louis to contact this patient to get her scheduled as soon as
possible.  I will personally follow
through to ensure this happens.  We hope
that service next week will satisfy her, but if it is too late to meet her
needs, we can supply this patient with a number to contact their medical
provider to help them find another mobility device repair company to better
serve her needs.
Thank you for your assistance.

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]
Yes they have indeed picked up the power chair. I appreciate your help in matter. As I have fallen twice since the chair was returned in July. The last fall being on 11/18. I will call you directly if I have anymore problems.
[redacted]

Review: I have been calling them since June and I have been preapproved through Medicare and Medicade to get my wheel chair fixed. They have sent me to another office to set up an appointment, and the lady said she would call me the next day. She never called me back and I just keep calling with no response or calls back. I called them 5 times totally today on 8-8-14. My chair simply won't run and I can barely walk but I have to drag myself to t he bathroom but I can't go out of the house because I can't get out of the house.Desired Settlement: I would like someone to please come out and fix my chair like they advertise on TV

Business

Response:

September 3, 2014

To: The RevDex.com,

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 20th 2014 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)

359-6933

Email: