Quick Nails

Dear Mrs [redacted] , In response to your rejection of responses DME Scooters and More had sent for a second opion to made to your home on 04-20- Where our Owner also looked at your scooter to verify weather or not your scooter was broken are in need of repair Upon looking at your scooter for a second time our owner stated that he could tighten down some loose parts At the end of the second visit to your home you had stated that you where satisfied with our serivice Please let us know if you have any other needs, questions, or concerns.Thank you, DME Scooters and More

Dear Mrs [redacted] , ? I am sorry if you feel that you have had a bad experience with DME Scooters and More.? We strive to make every customer feel safe, respected, treated with honesty, and for us to utilize the highest quality business practices possible for your care.? We uphold the strictest guidelines of patient care.? We respect the property and rights of others.? We are responsible to the needs of patients, physicians, suppliers, and our co-workers.? DME Scooters and More ethics are to maintain and continually improve? standards of home medical equipment industryScooters and More would like to address the issues in your complaint as though as possible and within reason ? DME Scooters and More noted that you did call our store around the first week of March stating you have a clunk sound in the front for your scooter.? ? When you spoke to Brian at that time, Brain tried to complete an over the phone troubleshoot with you in making sure that the tiller was not in a lock position.? ? DME Scooters and More’s standard policy for repair is to always try to troubleshoot over the phone first.? Then if not successful a home visit is offered for a service fee, or the customer may bring the equipment back to our store for further evaluation ? In this case, the phone troubleshoot, seemed not to resolve your issue so a home visit was scheduled on March 23rd, where [redacted] did come to your home and the service fee was waived as a courtesy ? [redacted] noted that upon assessing the scooter that no noise was coming from the front.? DME Scooter and More’s repair technician continued his evaluation, which included trying to recreate the sound you stated you heardPart of this process included that the technician to drive the scooter around in your home where no noise was recreated.? You then told [redacted] that you only hear this noise when driving the scooter outside your home on the concrete about every feet or so you hear the clank noise.? [redacted] noted the clank noise only happens when you drive over the cracks where the concrete has seams ? Scooters can be used over several surfaces.? However, uneven surfaces will cause the scooter to make sounds when going over uneven surfaces much like a car going down the highway hitting bumps ? Since, these issues of noise are not caused by a defect in the scooter, but caused by usage on uneven or rough surfaces DME Scooters and More cannot repair or replace the equipment as it is functional ? If you have any further questions or concerns please feel free to call ###-###-#### during business hours Monday through Friday from 9: AM until 5:00PM.? We are closed on Saturday and Sunday ? Thank you, DME Scooters and More

Dear Mrs [redacted] , In response to your rejection of responses? DME Scooters and More? had sent for a second opion to made to your home on 04-20-2016.? Where our Owner also looked at your scooter to verify weather or not your scooter was broken are in need of repair.? Upon looking at your scooter for a second time our owner stated that he could tighten down some loose parts.? At the end of the second visit to your home you had stated that you where satisfied with our serivice.? Please let us know if you have any other needs, questions, or concerns.Thank you, DME Scooters and More

Dear Mr***,
I am sorry if you feel that you have had a bad experience
with DME Scooters and More. We strive to
make every customer feel safe, respected, treated with honesty, and for us to utilize
the highest quality business practices possible for your care. We uphold the
strictest guidelines of patient
care. We respect the property and rights
of others. We are responsible to the
needs of patients, physicians, suppliers, and our co-workers. DME Scooters and more ethics are to maintain
and continually improve standards of
home medical equipment industry
Scooters and More would like to address the issues in your
complaint as though as possible and within reason
Per your complaint you stated, “DME sold me a scooter that
was not right of MY needs, but fit theirs.”
We are sorry you feel this way; however, DME Scooters and More cannot
give out specifics of your case due to HIPPA Notice of privacy practices to
discuss in more detail you will have to call customer service at
###-###-####. However, in this forum, we
can say that the DME Scooters and More provided equipment that was prescribed
by your physician and covered by your insurance. DME Scooters and More policy is to provide
what is prescribed by your physician, what your physician has deemed medically necessary,
and what is covered by your insuranceLastly, in regards to this issue within the
documents signed by you, you acknowledge in the “Patient rights and
Responsibilities” that you received prompt and appropriate treatment that you
are eligible for
Also, to address your concern that paperwork was not given
to you upon delivery of the equipmentIt
is DME Scooters and More policy to provide a copy off all signed delivery
paperwork to the customer at time of delivery.
Upon delivery, you have signed
that you understood the “Patient Rights and Responsibilities” which state that
as a customer you have a complete copy of your records. Also, stated in the “Equipment Warranty
Information” form, signed by you, you acknowledge:
“Every product
sold or rented by DME Scooters and More, Inccarries a year manufactures
warranty. DME Scooters and More Inc
will notify all Medicare beneficiaries of the warranty coverage, and we will
honor all warranties under applicable lawDME Scooters and More, Incwill
repair or replace, free of chargeMedicare covered equipment that is under
warrantyIn Addition an owner’s manual with warranty information will be
provided to beneficiaries for all durable medical equipment where this manual
is availableI have been instructed and understand the warranty coverage of
the product I have received.”
However, I will mail a copy to your home for your records
Lastly, DME Scooters and More would like to address your
concern in regards to not receiving a charger with the equipment upon
delivery. It is also DME Scooters and
More policy that all scooters upon rent or purchase are sold with the necessary
equipment to maintain the use fullness of the equipment which include
Batteries, charger, key, seat, instruction manual, and a copy of the
manufacture warranty. It is also noted
under the “Patient Rights and Responsibilities” signed by you that:
“You shall be liable for misuse,
loss, damage, or theft of DME Scooters and MoreIncrental equipment
immediately, advise us of any defective equipment issued to you. Also, for you to review the booklet on any
equipment you have received.”
In addition to the “Patient Rights and Responsibilities” it
is DME Scooters and MoreIncpolicy to review with customer upon delivery the
“DME Instruction Delivery”, also signed by you, that you acknowledge that you were
“alert and understand the instruction given to you, and that you return
demonstration of use of equipment.”
That the following forms where given to you:
1.)
Rights and Responsibilities
2.)
Service availability of company
3.)
Privacy Notice
4.)
Medicare Supplier Standards
5.)
Cleaning and Maintenance of equipment
6.)
Capped Rental/Purchase letter
7.)
Complaint process
8.)
Warranty Information
9.)
AOB signature
10.) Equipment
Instructions
11.) Return
Demonstration
In consideration, your first complaint was not logged until
your first call dated 11-11-seven months after initial purchase from DME
Scooters and More. Furthermore, a
missing charger is not covered by a manufactures warranty, and you acknowledge
that you would notify DME Scooters and More Immediately of any concerns, and
where given full instruction on appropriate use and continued care of
equipment. DME Scooters and More find
that replacement of charger is not warrantedUnder good faith should you have
notified DME Scooters and More within days after receipt of the equipment
that you had not received appropriate equipment, or was missing necessary
equipment to continue proper use of the equipment, or felt as if you were not
treated properly in any way. DME
Scooters and More would have replaced your charger
In conclusion, should your needs have changed we can
readdress those needs with your physician.
DME Scooters and More will mail you a copy of your records to you for
your records. DME Scooters and More will
not replace your charger. Should feel
you have any further questions or concerns DME Scooter and More please feel
free to call ###-###-#### during business hours. We are open from Monday through Friday, open
at 9:AM and close at 5:PM. We are
closed Saturday and Sunday
Thank you,
DME Scooters and More

I would like to clarify a few things regarding DME's response.1.The prescription received was from my primary care doctor, not my neurologist My primary care doctor doesn't know what I need and went by DME's suggestions and recommendationsAs stated in the original complaint, they sold me what they wanted me to have, not what I neededMy neurologist actually felt in that I needed a motorized wheelchair, not a scooter, according to Crystal at my neurologists' office The neurologist is the doctor that should have been contactedDME stated it is their policy to give ALL copies of paperwork at the time of delivery I received none since they told me they owned the scooter for months I later found out that the insurance didn't pay 100% up front, but made payments for months, or so I was told.3.They state it is their policy to give all equipment at time of delivery I guess since I already had a scooter that had a charger, they didn't feel I needed the charger for this one, therefor they didn't give one.4.The forms they listed they give, they didn't because, as stated in #above, I didn't own the scooter for months, so they were not mine to receive, yetThey stated a missing charger is not covered by warranty Why would it be if I never received it? They stated "they should be notified of all missing equipment within days" I just never received it, and they knew I didn't.All I want is the charger that should have come with the scooter, that I should have received I will not make them replace the batteries AGAIN that have gone bad that were replaced in November of 2015, I just want the charger that should have come with the scooter I really don't wish to have contact with DME as I do not feel they really care about the customer, just their bottom line, and will not recommend them to anyone after the treatment I have received

Dear Mr***,
I am sorry if you feel that you have had a bad experience
with DME Scooters and More. We strive to
make every customer feel safe, respected, treated with honesty, and for us to utilize
the highest quality business practices possible for your care. We uphold the
strictest guidelines of patient
care. We respect the property and rights
of others. We are responsible to the
needs of patients, physicians, suppliers, and our co-workers. DME Scooters and more ethics are to maintain
and continually improve standards of
home medical equipment industry
Scooters and More would like to address the issues in your
complaint as though as possible and within reason
Per your complaint you stated, “DME sold me a scooter that
was not right of MY needs, but fit theirs.”
We are sorry you feel this way; however, DME Scooters and More cannot
give out specifics of your case due to HIPPA Notice of privacy practices to
discuss in more detail you will have to call customer service at
###-###-####. However, in this forum, we
can say that the DME Scooters and More provided equipment that was prescribed
by your physician and covered by your insurance. DME Scooters and More policy is to provide
what is prescribed by your physician, what your physician has deemed medically necessary,
and what is covered by your insuranceLastly, in regards to this issue within the
documents signed by you, you acknowledge in the “Patient rights and
Responsibilities” that you received prompt and appropriate treatment that you
are eligible for
Also, to address your concern that paperwork was not given
to you upon delivery of the equipmentIt
is DME Scooters and More policy to provide a copy off all signed delivery
paperwork to the customer at time of delivery.
Upon delivery, you have signed
that you understood the “Patient Rights and Responsibilities” which state that
as a customer you have a complete copy of your records. Also, stated in the “Equipment Warranty
Information” form, signed by you, you acknowledge:
“Every product
sold or rented by DME Scooters and More, Inccarries a year manufactures
warranty. DME Scooters and More Inc
will notify all Medicare beneficiaries of the warranty coverage, and we will
honor all warranties under applicable lawDME Scooters and More, Incwill
repair or replace, free of chargeMedicare covered equipment that is under
warrantyIn Addition an owner’s manual with warranty information will be
provided to beneficiaries for all durable medical equipment where this manual
is availableI have been instructed and understand the warranty coverage of
the product I have received.”
However, I will mail a copy to your home for your records
Lastly, DME Scooters and More would like to address your
concern in regards to not receiving a charger with the equipment upon
delivery. It is also DME Scooters and
More policy that all scooters upon rent or purchase are sold with the necessary
equipment to maintain the use fullness of the equipment which include
Batteries, charger, key, seat, instruction manual, and a copy of the
manufacture warranty. It is also noted
under the “Patient Rights and Responsibilities” signed by you that:
“You shall be liable for misuse,
loss, damage, or theft of DME Scooters and MoreIncrental equipment
immediately, advise us of any defective equipment issued to you. Also, for you to review the booklet on any
equipment you have received.”
In addition to the “Patient Rights and Responsibilities” it
is DME Scooters and MoreIncpolicy to review with customer upon delivery the
“DME Instruction Delivery”, also signed by you, that you acknowledge that you were
“alert and understand the instruction given to you, and that you return
demonstration of use of equipment.”
That the following forms where given to you:
1.)
Rights and Responsibilities
2.)
Service availability of company
3.)
Privacy Notice
4.)
Medicare Supplier Standards
5.)
Cleaning and Maintenance of equipment
6.)
Capped Rental/Purchase letter
7.)
Complaint process
8.)
Warranty Information
9.)
AOB signature
10.) Equipment
Instructions
11.) Return
Demonstration
In consideration, your first complaint was not logged until
your first call dated 11-11-seven months after initial purchase from DME
Scooters and More. Furthermore, a
missing charger is not covered by a manufactures warranty, and you acknowledge
that you would notify DME Scooters and More Immediately of any concerns, and
where given full instruction on appropriate use and continued care of
equipment. DME Scooters and More find
that replacement of charger is not warrantedUnder good faith should you have
notified DME Scooters and More within days after receipt of the equipment
that you had not received appropriate equipment, or was missing necessary
equipment to continue proper use of the equipment, or felt as if you were not
treated properly in any way. DME
Scooters and More would have replaced your charger
In conclusion, should your needs have changed we can
readdress those needs with your physician.
DME Scooters and More will mail you a copy of your records to you for
your records. DME Scooters and More will
not replace your charger. Should feel
you have any further questions or concerns DME Scooter and More please feel
free to call ###-###-#### during business hours. We are open from Monday through Friday, open
at 9:AM and close at 5:PM. We are
closed Saturday and Sunday
Thank you,
DME Scooters and More

I would like to clarify a few things regarding DME's response.1.The prescription received was from my primary care doctor, not my neurologist My primary care doctor doesn't know what I need and went by DME's suggestions and recommendationsAs stated in the original complaint, they sold me what they wanted me to have, not what I neededMy neurologist actually felt in that I needed a motorized wheelchair, not a scooter, according to Crystal at my neurologists' office The neurologist is the doctor that should have been contactedDME stated it is their policy to give ALL copies of paperwork at the time of delivery I received none since they told me they owned the scooter for months I later found out that the insurance didn't pay 100% up front, but made payments for months, or so I was told.3.They state it is their policy to give all equipment at time of delivery I guess since I already had a scooter that had a charger, they didn't feel I needed the charger for this one, therefor they didn't give one.4.The forms they listed they give, they didn't because, as stated in #above, I didn't own the scooter for months, so they were not mine to receive, yetThey stated a missing charger is not covered by warranty Why would it be if I never received it? They stated "they should be notified of all missing equipment within days" I just never received it, and they knew I didn't.All I want is the charger that should have come with the scooter, that I should have received I will not make them replace the batteries AGAIN that have gone bad that were replaced in November of 2015, I just want the charger that should have come with the scooter I really don't wish to have contact with DME as I do not feel they really care about the customer, just their bottom line, and will not recommend them to anyone after the treatment I have received

Dear Mrs ***,
I am sorry if you feel that you have had a bad experience
with DME Scooters and More. We strive to make every customer feel safe,
respected, treated with honesty, and for us to utilize the highest quality
business practices possible for your care. We
uphold the strictest
guidelines of patient care. We respect the property and rights of
others. We are responsible to the needs of patients, physicians, suppliers,
and our co-workers. DME Scooters and More ethics are to maintain and
continually improve standards of home medical equipment industryScooters and More would like to address the
issues in your complaint as though as possible and within reason
DME Scooters and More noted that you did call our store
around the first week of March stating you have a clunk sound in the front for
your scooter. When you spoke to Brian at that time, Brain tried to
complete an over the phone troubleshoot with you in making sure that the tiller
was not in a lock position. DME Scooters and More’s standard policy
for repair is to always try to troubleshoot over the phone first. Then if
not successful a home visit is offered for a service fee, or the customer may
bring the equipment back to our store for further evaluation
In this case, the phone troubleshoot, seemed not to resolve
your issue so a home visit was scheduled on March 23rd, where ***
did come to your home and the service fee was waived as a courtesy
*** noted that upon assessing the scooter that no noise
was coming from the front. DME Scooter and More’s repair technician continued his
evaluation, which included trying to recreate the sound you stated you heardPart of this process included that the
technician to drive the scooter around in your home where no noise was
recreated.
You then told *** that you only hear this noise when
driving the scooter outside your home on the concrete about every feet or so
you hear the clank noise. *** noted the clank noise only happens when
you drive over the cracks where the concrete has seams
Scooters can be used over several surfaces. However, uneven surfaces will cause the
scooter to make sounds when going over uneven surfaces much like a car going
down the highway hitting bumps
Since, these issues of noise are not caused by a defect in
the scooter, but caused by usage on uneven or rough surfaces DME Scooters and
More cannot repair or replace the equipment as it is functional
If you have any further questions or concerns please feel
free to call ###-###-#### during business hours Monday through Friday from 9:
AM until 5:00PM. We are closed on Saturday and Sunday
Thank you,
DME Scooters and More

REASON...Because DME Scooters does not acknowledge the obvious does notmean the obvious does not exist [clacking noise]Others hear it andwill continue to do so.?

Dear Mrs ***, In response to your rejection of responses? DME Scooters and More? had sent for a second opion to made to your home on 04-20-2016.? Where our Owner also looked at your scooter to verify weather or not your scooter was broken are in need of repair.? Upon looking at your scooter for a second time our owner stated that he could tighten down some loose parts.? At the end of the second visit to your home you had stated that you where satisfied with our serivice.? Please let us know if you have any other needs, questions, or concerns.Thank you, DME Scooters and More

Dear Mrs ***,
?
I am sorry if you feel that you have had a bad experience
with DME Scooters and More.? We strive to make every customer feel safe,
respected, treated with honesty, and for us to utilize the highest quality
business practices possible for your care.? We
uphold the strictest
guidelines of patient care.? We respect the property and rights of
others.? We are responsible to the needs of patients, physicians, suppliers,
and our co-workers.? DME Scooters and More ethics are to maintain and
continually improve? standards of home medical equipment industryScooters and More would like to address the
issues in your complaint as though as possible and within reason
?
DME Scooters and More noted that you did call our store
around the first week of March stating you have a clunk sound in the front for
your scooter.? ? When you spoke to Brian at that time, Brain tried to
complete an over the phone troubleshoot with you in making sure that the tiller
was not in a lock position.? ? DME Scooters and More’s standard policy
for repair is to always try to troubleshoot over the phone first.? Then if
not successful a home visit is offered for a service fee, or the customer may
bring the equipment back to our store for further evaluation
?
In this case, the phone troubleshoot, seemed not to resolve
your issue so a home visit was scheduled on March 23rd, where ***
did come to your home and the service fee was waived as a courtesy
?
*** noted that upon assessing the scooter that no noise
was coming from the front.? DME Scooter and More’s repair technician continued his
evaluation, which included trying to recreate the sound you stated you heardPart of this process included that the
technician to drive the scooter around in your home where no noise was
recreated.?
You then told *** that you only hear this noise when
driving the scooter outside your home on the concrete about every feet or so
you hear the clank noise.? *** noted the clank noise only happens when
you drive over the cracks where the concrete has seams
?
Scooters can be used over several surfaces.? However, uneven surfaces will cause the
scooter to make sounds when going over uneven surfaces much like a car going
down the highway hitting bumps
?
Since, these issues of noise are not caused by a defect in
the scooter, but caused by usage on uneven or rough surfaces DME Scooters and
More cannot repair or replace the equipment as it is functional
?
If you have any further questions or concerns please feel
free to call ###-###-#### during business hours Monday through Friday from 9:
AM until 5:00PM.? We are closed on Saturday and Sunday
?
Thank you,
DME Scooters and More

Dear Mrs [redacted], In response to your rejection of responses? DME Scooters and More? had sent for a second opion to made to your home on 04-20-2016.? Where our Owner also looked at your scooter to verify weather or not your scooter was broken are in need of repair.? Upon looking at your scooter for a second time our owner stated that he could tighten down some loose parts.? At the end of the second visit to your home you had stated that you where satisfied with our serivice.? Please let us know if you have any other needs, questions, or concerns.Thank you, DME Scooters and More

REASON...Because DME Scooters does not acknowledge the obvious does notmean the obvious does not exist [clacking noise]. Others hear it andwill continue to do so.