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Racetrac Station

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Reviews Racetrac Station

Racetrac Station Reviews (4)

Out office received a rejection letter from the complaint ID#11760953, however the Homeowner isn't being completely honest and leaving out parts of the story. In our past experiences when someone only showcase someone else's responsibility level(s) not assuming any responsibility for their actions frole is a clear sign of omitting the truth, TL Shields and Assoc., Inc., have strict policies with regard to our warrantics, and always clear prior to offer any services. This way we keep confusion and disappointment to a minimum. We did our due diligence by making Mrs. [redacted] aware of such a policy leaving it up to het to accept our terms and conditions or nott. Mrs. [redacted] wanted to Love forward, and we honored her choice accordingly.Mrs. [redacted] inquired about dismantling a Stair Chair that was pre-measured and custom fit at another location, then wanted to have installed at her home a different location. During the conversation before a schedule was offered it was made clear we don't warranty this type of work regardless the outcome but offered to come out for measurements as a quality assurance and Mrs. [redacted] refused. Tn fact she didn't want (2) visits’ wanting everything competed in one day. At that time we offered our rates then a schedule moving forward, Mrs. [redacted] verbally accepted acknowledging her risks moving forward.One of our main reason's and recommendation is not to install this type of equipment in another location after being Custom installed due to different types of steps, angles, curves, etc. This is a prime example of why we advised against however if the customer is willing to take the risks (not warranty) we'll move forward as long as there are no safety risks. TLS is a company of integrity and so are the employee's and at no time feel we've been less than.Mrs. [redacted] accepted a service at her own risks assuming any responsibility for whatever happens with regard to the Stair Chair and any issues she may experience. Mrs. [redacted] signed off on the service ticket clearly stated we don't warranty the work, and was clear priot to our departure. This is an unfortunate situation, however TLS will not assume responsibility for any money spent, otherwise considered warranty. Sincerely,T.L. Shield & Associates, Inc.

Thank you for your letter alerting us to a complaint ID 11760953 with regard to one of our more recent customer's Mrs. R[redacted] located at [redacted] El Azul Cir., [redacted], CA 9###7. We have reviewed her letter and feel she is misrepresenting the situation.Our initial contact with Mrs. [redacted] was in May...

2014 when she inquired about removing the SC in question from one location to her location. We do not offer any warranties on equipment that we did not instal originally. This was made clear prior to scheduling any service visit's and on the service ticket that she signed at the time of installation. On our initial visit (5/9/14), it was determined that the tract was too short for her stairs. At this point We gave her the price for a new tract and returned on 5/14/14 E StallOn 10/5/15 we received a call from Mrs. [redacted] requesting Service on her SC, because it was having some issues, On 11-5-2015 we scheduled a service call, checked her gear, tested all Operation of the SC and all things were fine, and again she signed the service ticket that everything was working properly. . For quality assurance we offer a service ticket per visit listing service provided, any issues, or recommended repairs if needed, then the customer will sign off. We have (3) signed service tickets by Mrs. [redacted] stating the SC was in working order without further issues prior to our departure. In addition we recommend maintenance service NO less than twice per year, or once every 6 months. Our records indicate that Mrs. [redacted] is not receiving routine service's by TLShield.We pride ourselves on responding to customers' concerns very quickly. However, We have no record of Mrs. [redacted] calling prior to the call we received on 9/27/16, where she states that the SC was installed incorrectly and that she wanted a refund. This unit has been in her home for over 2 years and now it is not installed correctly? Please see attached service tickets signed by Mrs. [redacted] that everything Was Working properly.T. Shield & Associates, Inc is riot an electrical company, therefore, We do not install any electrical. This is the home owners responsibility to have power to the unit. Mrs. [redacted] insisted that the unit was working and that it would fit her stairs, Mrs. [redacted] did not want to pay the extra expense to have the site check prior to installing the unit. Sincerely,T.L. Sheild & Associates, Inc.[redacted]

Complaint: 11760953
I am rejecting this response because:In addition to previously sent pages claim – ID 11760953 against TL Shield. Dangerously installed. New company here now fixing the wrongly installed . I had no idea until another company came here as it didn’t work correctly & learned how dangerous this is. TL Shield installer was here 2-4 hours & didn’t work. I had to bring new track. He should have measured as he was here 2-4 hours. I had to pay $350 for track.I now have a company here fixing the very dangerously installed Chair lift. They have now found that it is more dangerous then I knew they had to take it apart to install correctly. They found the pin on the underneath of the chair was so loose the installer  should have known this. The pin just fell out. They are saying this was so dangerous & definitely  should have known this. So this is in addition to everything else that was done incorrectly. The chair was at 16 inches. Should have been at least 20” – 26”. All done wrong & dangerous they should not be installing stair chair lifts, this new company saw everything right away.People now say Lucky chair didn’t come off with me on it. Lucky – I wasn’t seriously hurt, so dangerous. Installed wrong, obivious to them right away. TL Shield installer didn’t know what he was doing.
Regards,
R[redacted]

Complaint: 11760953
I am rejecting this response because:I didn’t understand why no one came out to measure properly before installing. The installer [redacted] installed the track and after that it didn’t work. He left and called the factory from his truck. The reason it didn’t work was because it was too short. I then paid for a new truck, not knowing that it was still too short letting me off on a step & not on the canding  as it should have. I didn’t know anything about chair lifts. That is why I has a company do this. The way this was installed it is dangerous. When they came to service on Nov. 15 the guy told me it was fine. I didn’t know until I had another company out. They told me that it was done all wrong as I stated in my previous complaint. This company said that these people shield, shouldn’t be installing chair lifts. There are many problems with them, well known in the business. The way this was handled that 1st day. He never should have spent 2-4 hours here installing. He didn’t know what he was doing. He didn’t say anything until was installed & he left with it not working. He shouldn’t have installed it. He should have ____ it didn’t. It was too short. At that time it should have put in a longer track. Again I am told nothing wrong with the unit just bad installation.Tract should have been longer in ending in landing 2 should have been higher so sensors didn’t think something was in the way so it wouldn’t keep stopping. It needed shims also chair should have been 23” to 26” high what was I to do with man in any house telling me nothing wrong. I can see in pictures what should have been done.At that time for years I was in a rut of the hospital for years staying most time. 2 wks longer so days in hospital.The way the installer was here it was obvious he didn’t know what he was doing. I finally had to call another company. He worked for hours trying to get it to work. That is not true that I wouldn’t pay to measure. I just went along with what they told me. Why didn’t he call from my house to the factory? Poor answers from them.I then had original short track & purchased another tract that still was too short dangerous. Why would I have incompetent people out again & pay more money. So far lucky I haven’t fallen on this wrong installation. They never told me every 6 months. I have several again fatal things wrong. I trusted this company the company I am having all redone correctly now really knew their stuff. What a difference. They know what they are doing. The whole set up is a mess & dangerous as I am told people need to be warned. I will be writing the warning up. Lucky I didn’t fall. I did call there & left messages saying what the problem was. Never offered or said it needed to be measured. [redacted] was here & should have measured before ordering another track that was also too short. It should have measured before spending hours installing it & not working so someone was here to measure before I paid for another track.Saying I never wanted to pay for someone to come out to measure is wrong. I was not asked. The installer [redacted] was here why didn’t he measure properly before I paid for a new track. Maybe they had track left over & sold it to me who didn’t know. He dragged the tracks up over my stair case banisters. They are scratched so badly.People (usually pretty sick) need to be warned about this company. CUSTOMER BEWARE – DANGER.Why did he spend hours installing the track if he knew what he was doing. He could have measured before installing, right? He didn’t know why it didn’t work. WOW. With how transparent doesn’t mean anything about measuring originally. I DID NOT SAY I wouldn’t pay to measure & have someone come & do it never asked. 2nd chance wrong length, I bet I got a left over track now that I think about it.Installer didn’t measure before installing what he had here, so he obviously didn’t measure. It didn’t work after hours of installing. Too short why did they sell me another piece that was too short? He was physically here, I but again they had a keft over track. At this point a joke, not ________ that wasn’t measured originally. Installed wrong. Should have said something. Obviously didn’t know what he was doing – spending hours installing & left with unit NOT WORKING. Just that tell you something. Very clear.
Regards,
R[redacted]

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