Progressive Mobility and Medical Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[
Regards,
*** *** Although they did complete the work at no cost. Some of the statements made in the reply from them are false. Like I said I contacted Eric B*** a week or two after the installation of the stair lift seeing that my daughter's knees were touching the opposite wall and more leg room was needed. Yes Eric had told me it would cost an extra $and I was willing to pay the extra money. I had that stair lift installed in December. I contacted and contacted Eric and Progressive Mobility and Medical time and time again about this situation. I receive no response from Eric and the people at the office kept on giving me the run around so that is when I contacted the Revdex.com about the matter. I had not such intention of receiving anything free from them. Also that picture showing a thumbs up is bogusProbably my daughter getting on the lift with the handle up. Also Eric called me after I contacted the Revdex.com saying that he realized that he was calling the incorrect number and told me at that point that the work will be done at no cost. Surprising to me especially when I was told that it would cost me extra

To Whom it may concern;ID# [redacted]Customer information [redacted]Progressive Mobility and Medical visited Ms. [redacted] and measured for a stair lift in her home. Ms. [redacted] called us back to purchase and give her selection of stair lift. Upon installation the Ms....

[redacted] choose to keep the existing handrail in place. This option is always discussed with the client at sale presentation and again at time of installation. Ms. [redacted] then called Progressive Mobiltity and Medical wanting more knee room, thus our service manager reevaluated the situation and a quote was give that it would cost $250.00 to remove and reinstall the handrail to the opposite side and reinstall the stair lift. Progressive Mobility and Medical never heard back Ms. [redacted]'s decision until the letter was received from the Revdex.com. Progressive Mobility and Medical, in the interest of resolving the situation, completed the removal and reinstall of the handrail and the reinstall of the stair lift at no cost. Please see the attached photos of the completed work. Ms. [redacted] is seen giving a "thumbs up" showing her approval of the completed work. The $250.00 is the typical cost for this request.I don't believe that the Revdex.com is being appropriately utilized in this situation. Our business completed the exact request of the clients and afterwards did not want to pay for additional work that she wanted done. The use of the Revdex.com to receive free work, in my opinion, is a miss use of the services the Revdex.com provides. We completed a fair, exact agreement.Sincerely,Brian M[redacted], [redacted]President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Revdex.com Complaint #[redacted]I received your paperwork and the reply to you, from Progressie Mobility, and wanted to immediaty comply with your reuqest to respond to it on a timely basis.I carefully read over the reply sent to you, by Mr. M[redacted], in response to my complaint. I appreciate the courtesy he extended to present his perception of the facts, as he presents in the best interest of Progressive Mobility. Unfortunately it is not a true representation of fact.Since I have been involved in acute health care management, and also have been the primary care giver for an ALS patient, and have attended many ALS Association Symposiums I do have an understanding of the medical protocol that Mr. M[redacted], presents. Unforunately, his company appears not to adhere to them, I would guess, because of policy dicatated to him by the owners of the company.He states that Progressive Mobility tries to prioritize customers equipment repair needs, predicated upon their assessment of same. They are not qualified to make assessments, from a medical perspective as to the level of focus a given customer needs in terms of priorization. As far as I am aware, Mr. E[redacted], nor his Technicians, are M.D/s? How can they make a credible medical assessment as to what is in fact the highest priority? I have to agree some patients are very obvious as to their needs. But seeing a man with a cane, does not mean he does not have a real need for the stair lift to be functional for absolute risk containment? He may have balance probelm, medical issues related to memory, etc.You can’t make medical assessments, without being qualified to do so. At this point, I think it is fair, to explain that my complaint is not directed at Mr. M[redacted], but at the owners of the company, who give him as chief operations manager, guide lines he must meet in terms of policy to get a good return on investment. Bottom line, they expect a certain level of profit. Unforuntately, that often means, cost cuts have to be made and often, that is insufficient people to get the job done. If you have a customer base, for which, 5 Technicans are justified, and only have 2, then, as Mr. M[redacted] states, you must emphasize priority in a general way, and people are not going to get the quality assurance of back up to their critical need and investment, which is unfair.Senior Citizens, mostly have to sacrifice to buy this critical equipment for their immediate daily needs to survive. Doing without the equipment for days, because Progressive does not have suffient staff, or par levels of spare parts, is not in concert with maintainly a high level of QA medical protocol. You are dealing with people whose lives are at high risk in the equation. You are NOT dealing with spare parts for a car! In our current highly competitive business environment, profit in most companies, is the primary motivation, human lives are secondary and mostly senior citizens are viewed as “soft targets” to be exploited, as most are easily intimidated and will not speak up. That is why, 1 am a senior citizen activist trying to serve them in the public interest, speaking for those who are sfraid to or lack the education that a legal remedy is there in place, if needed.I would like to address several issues.It needs to be pointed out, clearly, that Mr. M[redacted] knew of the problem and did not make an attempt to come here and see for himself, what the probelm is. Had I been in his position, 1 would have taken the time to see, for myself, what are the factors in this problem as fact.With reference to the “sock” issue. In fact, I was not shown a sock, and have no evidence to believe a sock cause the mechanical failure. And, if in fact it did, what does that say, about a $3,600 professional system, being disabled by a sock? What then, is the quality of the system?As a point of comparison, if your garage door is going down and it enncounter by sensors, an object, it will immediately stop and reverse and go back up. Likewise, why are there not sensors or limit switches, in place to have prevented the probelm, if in fact, a sock was there?Yes, in fact I do use the system to access my basement and garage to get to the car, especially for a medical emergenncy. If the system is not working, I can call 911, but the average response time here, is over a half hour. In fact [redacted] Hospital is a mile away and I can get there in five minutes by my vehicle. That time frame difference can mean survivia! or death.As far as laundry dropping out of a laundry basket No, that is not possible. I have the intelligence and need to fill the high plastic basket half full, to preclude any clothes falling on the track, as my knees are both are in need of a full knee replacemnt. If a sock would have fallen on the track, I could not bend physically to get it. As it is, I have to go down the sytem sitting sideways, because of the tight dimensional configuration of the stairs in relationship to the walls. This is a 70 year old home, not built to current standards, with wide stair ways.When you have severe AO in both knees and in need of knee surgery, you have severe restrictions that in my case make a walker necessary. I can NOT walk steps or even begin to get a sock, off those steps, without having pain off the scale, despite the fact I use a very powerful pain killer to help me until I can get surgery.In terms of my credibilty to refute the Porgerssive Mobility response to you, I have a business and procurement education, I have been a manager in acute health care, and worked under strick quality assurance standards with my company. Also, I cared for an ALS patient and probably attended 30 or more ALS Association Symposiums, which are 8 hours in length, and you have an opportunity as a care giver, to learn concepts that will help you be a better care giver. I could expand further my qualifications and education and practice experience. Just understand, there is nothing that Progressive can tell me, as I have dealt with electric wheel chairs,serviced manual wheel chairs, and my practical experience is far more extensive that you might think.Bottom line, I asked onliy for an extend warranty of ONE year. I do not think, in view of my probelms, that is unreasonable. The company has already and wili continue to absorb a lot of administrative cost, just to deal with you, and the Attorney General Formal Complaint. Based upon my experience, that tends to suggest that Progerssive Mobility has a lot of tight cost parameters that makes micro-management of labor and other cost necesssary to met profit goals at the expense of consumers in need of QA in immediate service.I also what to point out, the Senior Technician, by his admission, has a hearing probelm, that he said, he could not detect any sound because of his probelm. Somehow, that was also, not mentioned.If any senior citizens read this, try to find a local dealer, they will have less cost in service calls, and will be physically closer and better able to take care of you, on a more timely basis.When I made the decision to go with Progressive, I did not take the time to do research of them as a company, especially, where they were PHYSICALLY LOCATED. Had I realized, they had to travel 45 minutes just to do a service call, 1 would have sought out a more qualified vendor to give me a higher quality of QA, and backing. When a Technician is dispatched to come here, he is wasting a time frame of about 1.5 hours, that otherwise could be used to generate revenue for the company, or what is called, opportunity cost.The fact of this situation is, I have a system, and now, I need to keep it well maintained to survive and be able to do daily activities and get to the car in an emergency sitaution, fast.1 conclude this complaint was NOT directed at Mr. M[redacted]. I have personally talked with the gentleman, and found him to be well educated, and accorded me time in a professional manner. 1 understand, he has to meet the company owners expectations, or he will not have a job.I perceive this situation as just a chief operations manager, following orders. All that I want is a years warranty to make sure my investment has not been in an inferior system that will not be problematic in the long term. But to prove my credibility in this matter, I intend to maintain the unit on an annual basis, as I do with my furnace and all critical systems in the house.Again, if other senior citizens buy these systems, get it from a LOCAL COMPANY. Their travel time turnaround, will be much less, and your service will most likely be good. No doubt, Progressive can give local customers, good service as they are with their operational area to dispatch Technicians promptly and more important on a cost efficient basis.I would like nothing better, than Mr. M[redacted] to come to my home and see for himself, the variables in my equation. The two Progressive Technicans that I have met, impress me as highly qualifed and experience, but over worked, by their own admission. When you have two hands, you just can not do the work of ten hands.I hope that Progressive will try to compromise with me in good faith and I would under the circumstances, like to turn the page, and revert back to a positive enviroment. I hope, if nothing else, this will motivate the owners of Progressive to revisit their policy as to do they have enough peole to serve older people that have placed their money and lives in hte hands of Progressive. I apolozige for the length of this response, but many concepts had to be openly addressed. I havee nothing to hide and can provide to any party, photos to prove my case. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted]:Good Morning, by the time you receive this.To save a lot of time, I have enclosed a copy of a letter that I am ending at the same time to the Bureau of Consumer Protection.At this writing, I have been advised that Progressive is offering me a new contract. This time with a deviation for the existing one year contract, I have, that clearly states all parts and labor are covered for one year. I have enclosed documents to prove that. The new offer contract, excludes any human error or misuse of the equipment, as DETERMINED BY PROGRESSIVE.I think, this is further explicit evidence, that the company is insensitive to me, and other senior citizens, that it deals with. I can only assume, they feel we are all “soft targets” that are easy to exploit and are easily intimidated?Second. I found out, that the amount of damages, or over payment to Progressive, because of being sold, a system in total, that I did not need, is approximately. $900. and I call that deceptive fraud.Look at the copy of the contract, It shows the chair lift system that I was originally going to get for $2,700 installed, it also shows, a comparison for a used system. But it also shows, what the salesman, Eric told me on second thought, was what I absolutely needed. I am not an expert on these systems. I took him at his word, and paid $900, to much, as identified by a second vendor who is a qualified [redacted] Dealer in Pittsburgh. I do know, the system is a quality one, and is backed by a manufacturing warranty of 2 years on parts, and 5 years on the main components. But under that warranty, I have to pay labor cost.The warranty provided by Progressive covers the LABOR for the first calendar year from the date of installation. Now, they want to amend even that warranty and if a problem develops, potentially NOT cover it because of what THEYI am pursuing this aggressively, not only for my interest, but for other senior citizens which I believe this unethical company, is engaging in fraud in their marketing practices, I must point out, this is my opinion, as it is only based on deductive reasoning, and I have no proof, this has happens to others. But there is an old saying, where there is smoke, there is fire.I think it is a very obvious issue, that Mr. M[redacted], is fighting me aggressively, because, he does not want negatively, as an open issue with you, or the Bureau of Consumer Protection. That is not good PR and will service to potentially cause others to avoid this company, which is my hope and prayer. Mot senior citizens, do not have my legal background or overall corporate experience, and I have had previous interaction with two unethical contractors, that I had to take legal remedy with, I am a senior citizen advocate, and will note tolerate this type of treatment or, intimidation. I am prepared to take any action, that may be deemed necessary as a result of this process., If I can save one or more others in my age group from exploitation, then I will have accomplished something.Be advised, legally, Progressive is not about to submit to the remedy that 1 have suggested, as if the AG would determine that in fact, I was defrauded, that would speak to the truth of what the facts are, and I would make certain, that information is transmitted to every Agency that governs them. If I were in their position, I certainly would not agree to the concept. They just have too much credibility and PR to lose in the process. They need to clearly, understand, I have no intention in going away and dropping this case. If this takes two years, then, it takes two years. I have the time, but if you divide Mr. M[redacted] salary as President into hours, I think, he would find that the administrative and opportunity cost far exceeds the amount of my damages. But at stake, is the truth about what his company is all about, deceptive market and the exploitation of senior citizens. Most of which are afraid to stand up, and take action. Therefore, I have to be aggressive and be their advocate, as well as mine, I think of what happened to the 92 year old woman who was victimized in one of your complaints, she did nothing. This is as much about her, as it is about me.Once I have my Litigator friend, help me configure a statement of fact, then I will send it out to the various agencies. I have to make certain, legally it does not expose me to liability, so it is essentially that it is within legal protocol.As I have said, before, I do not expect this complaint to get resolved.Progressive has too much to lose. I hope you will consider this complaint ascredit scores are ali around or over 800, attesting to my financial responsibility, as weil.When Eric the saies person of Progressive, asked me for a down payment, I suggested $500 which he had immediately. When the system was installed, he was paid promptly by check. I have the resources to pay off what I need, as I have close to zero debt and a home that was paid off 40 years ago.I maintain a close and wonderful relationship with all of the vendors for whatever service I need. Because of my disability, I have to get outside work done for me.I am so appreciative of the man who does it for me, that I give him $200 for Christmas, for gifts for his kids. I have cancelled checks to prove that. I am not looking to put on wings, but am stating fact.It is somewhat frustrating to me, to see the level of intimidation and exploitations that people my age are subject to. You would not believe the arrogance of the two contractors that I had to legally address. One of which, I was able to take out. The other, I have ever reason sustained major fines and perhaps is not longer in business as weil? In any event, I took the arrogance right off their face, and fully intend to prove to Progressive, I am in is situation and I will not, be intimidated or give one inch. I have a sense, they are going to test me, and I do hope so. This company needs to deal with a guy like me that is extremely determined to get justice.[redacted]. [redacted]P.S, By accident, I found out two people my age who need systems, and I have convinced them NOT to use Progressive and to warn all their friends and associated NOT to use this unethical company that is feel is such, based on my practical experience. I am not a greedy person, if I can block 10 sales and get the word out, I will be more than pleased.

To whom it may concern:Responding to 5/17/17 letter id: [redacted]I'd like to first address the concerns that Mr. [redacted] had of the time frame of repair and the lack of concern for his repair due to his condition. Progressive Mobility and Medical, Inc. tacks every call and client as a high priority...

because of the line of business that we are in. Progressive Mobility is a Home Medical Equipment business service clients with all levels of disability. We always service our client as quickly as humanly possible. Part of our job, and is required with our accreditation, to prioritize repairs when necessary. For example: a quadriplegic who relies on his power wheelchair for mobility, weight transfer and at time environmental controls must be put ahead of a client that has a scooter problem. The range of clients we see range from client with ALS, MDA and MS to someone who just needs a cane for additional stability. This range of clients does, at time, make the logistics of our line of business difficult. We do recognize that sometimes our clients don't like the time frame for repairs because it is an inconvenience and could put them at a higher level of risk, but I ensure you we do the best possible for every client. Mr. [redacted] purchase a Stair lift with a power folding hinged rail from Progressive Mobility and Medical and the installation took place 10/13/16. On November 7 the charger was replaced, under warranty by the manufacture, because of a "humming" noise. The charger was in operating performance but was "humming." November 15, 2017 Mr. [redacted] called and stated he was having problems getting off the seat and a low pitch "humming" noise coming from the charger. Our technician visited, raised the seat height and could not produce the low voltage "hum." April 27,2017 client called in that the power folding hinged rail was not working, client stated he was contacting the Revdex.com. April 28,2017 our technician removed a sock from the hinged rail that caused the malfunction. Possibly using the stair lift to carry laundry (dumb waiter style), very common usage for a stair lift. Repair parts had been ordered immediately. Parts arrive on May 3, three business days later. Repairs completed on May 5, 2017, 2 days after arrival and a total of 5 business days from initial call.Progressive Mobility does hold inventory of the most frequently parts replaced on all of the equipment that we sell and service. Unfortunately, the actuator that Mr. [redacted] needed does not need replace frequently, thus the that part is not in inventory. The manufacture covered the actuator under warranty, (unusual). And service charge was waiver for the warranty work. Also, the charger was relocated to convenience Mr. [redacted], although low "hum" was not present. The manufacturer only warranties part not labor. From time of call to time of repair was a total of 5 business days. I am trulysorry that this did not meet Mr. [redacted] expectations, but Progressive Mobility did work in a quick and timely matter to resolve all issues. Please contact me further for any other information needed. You may also view our Customer Service/Managers notes from the occurrence.Brian M[redacted] President

6/14/17To whom it may concern:Responding to 6/8/17 letter Id: [redacted]This letter is in response to the follow up letter from 6/8/17 and the false accusations that Mr. [redacted] against Progressive mobility and Medical.Progressive Mobility and Medical, Inc. is an accredited body via HQAA (Healthcare Quality Association on Accreditation.) We are also the Vendor for The ALS association in Pittsburgh, PA, member and certified through RESNA (Rehabilitation Engineering and Assistive Technology Society of North America,) member and Certified through NRRTS (National Registry of Rehabilitation Suppliers,) member and Certified through Accessible Home 9Certified Environmental Access consultant. Lastly, certified in the state of Pennsylvania as an expert witness in environmental access (ADA.)My goal with this letter is to resolve any issues so that Mr. [redacted] and Progressive Mobility can move forward in a positive manner. I am willing to extend a warranty to Mr. [redacted] for a 12-month term from date of install, meeting his request. This warranty will expire 10/13/17 and will cover the labor on installation problems and manufacturer defects. User error, maintaince or user neglect will not be covered and be determined by our service technicians.To make some corrections to some of the statements made by Mr. [redacted],!, Brian M[redacted], am the President and owner of Progressive Mobility and Medical, Inc. Progressive Mobility absolutely adheres to the company's policies, procedures and protocol. As for the statement that we are not qualified to make assessment is completely incorrect. In fact, our accrediting body mandates such assessments to ensure that life sustaining clients are served quickly and efficiently. Risk assessment is also mandated by the insurance carriers to ensure the clients are living in a safe environment. He is correct, we are not" MD's" and do not make clinical, medical assessments. We do know our equipment and through the governing bodies of this industry make the assessments that are necessary. No medical assessments are made!I am not going to address his next accusations of the management and structure of Progressive Mobility and Medical. Our business is a family owned business since 1978 and have been installing stair lifts formost of 39 years of business. Our line of business (HME-Home Medical Equipment) is realized that every single client we have are in need of our services for some medical reason and each and every one is important to us. When a service call is needed we attend to each one of them with the high level of compassion and reach each one as p quickly as possible.To reply to his addressing the issue:I myself was not aware of his issue. Our Customer Service Manager-Brian F[redacted] and the Service Manager- Mike C[redacted] was aware of the issue. Mike was dispatched to diagnose and correct the repair issue. All being resolve at no cost to Mr. [redacted] and within 1 week. Lastly, to address Mike C[redacted]' high frequency hearing loss, Mike to a video of the charger to bring back to play for other to ensure that he was not missing something. Numerous technicians including myself have listened to the video and to evidence of a humming is present.I appreciate Mr. [redacted] wanting to "turn the page, and revert back to a positive environment." This extended one year warranty from time of installation will be meet his request and settle this dispute.Brian M[redacted]President and Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 [redacted]:Thank you for taking the time to speak with me, about my complaint against Progressive Mobility.As I stated to you via phone, I have had problematic issues with the [redacted] that I purchased from Progressive.Progressive did in fact replace the charger unit, that failed and fixed the extended rail that failed, that they alleged was due to a “sock”?  Imagine a $3,600 metal chair lift system, becoming dysfunctional by a sock? And in fact, no such sock has yet turned up?I have been displeased with the functionality of the system, so I decided to get a second vendor to evaluate the system, who, in my personal opinion was of a higher caliber in terms of integrity and competence.  As I expected, the extended rail was sold to me (more profit), but a straight rail system could have been so configured as to afford me the same functionality.  Additionally, today, the Technician told me the repair work done by the so called “Senior Technician” of Progressive Mobility, was of either poor or incompetent in nature.  I was shown, in fact, the internal parts that were loose, that would have in time failed.Shortly, after Eric of Progressive Mobility sold me the system, I emailed him, and he lacked the professional ethics to even return the email.  I knew, pretty much, I had connected with a company, that in my opinion based on years of dealing with vendors was not a qualified vendor in terms of back up service.  If you can not get an email returned, how then, can you expect service on a QA basis.  This proved to be the case, when I had a system failure that took 8 days to get repaired.Fortunately, in my opinion, Progressive Mobility is a company that will not hesitate to exploit senior citizens that are depending on business ethics to help them.  Unfortunately, to them, we are “soft targets” to be exploited so they can make more profit.Based upon the correspondence that has been received from Mr. M[redacted] today, that I am aware of, he certainly is a master of diplomacy, but not one of taking into account, the best interests of the older people, who place their trust in his company.  I hope my complaint will serve to warn other senior citizens to be aware of Progressive Mobility.  There are other companies that supply chair lifts.  Below in the email is a photo of what I am talking about that failed.  The extended rail going past the door, is what failed.  Notice the broken rod.  Look at the metal structure of the system.  This is what is supposed to have been broken by a sock?I hope, this can replace a letter, but if you need a letter, I can do that as well.  I just wanted you to see, what we are talking about.[redacted]

Review: I purchased a stair lift on 12/10/14 . Weight capacity 350. When going up and down the stairs the knees are too close to the wall in order to go up and to come down in comfort. About a week after I purchased the stair lift I contacted Eric (the person who sold me the stair lift) Never did return my call. So I started to contact the company talked to several people (Katy, Joyce and mainly Sandy. I think they are giving me the run around on this matter and don't intend to correct the problem. I would like this matter corrected without going to court on the matter. Also the stair lift in the last week or so will not come down stairs.Desired Settlement: I desire that stair lift rail be reposition or my money be refunded.

Business

Response:

To Whom it may concern;ID# [redacted]Customer information [redacted]Progressive Mobility and Medical visited Ms. [redacted] and measured for a stair lift in her home. Ms. [redacted] called us back to purchase and give her selection of stair lift. Upon installation the Ms. [redacted] choose to keep the existing handrail in place. This option is always discussed with the client at sale presentation and again at time of installation. Ms. [redacted] then called Progressive Mobiltity and Medical wanting more knee room, thus our service manager reevaluated the situation and a quote was give that it would cost $250.00 to remove and reinstall the handrail to the opposite side and reinstall the stair lift. Progressive Mobility and Medical never heard back Ms. [redacted]'s decision until the letter was received from the Revdex.com. Progressive Mobility and Medical, in the interest of resolving the situation, completed the removal and reinstall of the handrail and the reinstall of the stair lift at no cost. Please see the attached photos of the completed work. Ms. [redacted] is seen giving a "thumbs up" showing her approval of the completed work. The $250.00 is the typical cost for this request.I don't believe that the Revdex.com is being appropriately utilized in this situation. Our business completed the exact request of the clients and afterwards did not want to pay for additional work that she wanted done. The use of the Revdex.com to receive free work, in my opinion, is a miss use of the services the Revdex.com provides. We completed a fair, exact agreement.Sincerely,Brian M[redacted], [redacted]President

Consumer

Response:

Review: Very poor customer service very eager to install a lift chair for my 92 year old mom but you have to wait days to get service even though she is an amputee has heart disease & had to drag herself up the steps for 5 days for 2 dead batteries to b replaced would never recommend this company to anyone. Very rude to me on the phone, kept having to call them since they never returned my calls. All they told me was that they were slammed and wouldn't be able to come for five days. would never recommend this company to anyoneDesired Settlement: Just want to inform the public and Revdex.com

Business

Response: