Randall F. Jones Agency

Per your request, here are some key points you asked me to summarize regarding Mr [redacted] 's purchase of our product: 1) In conversation after Mr [redacted] 's initial decision to purchase our products, it was determined that a "Combo" sling would be beneficial for his friend who had multiple sclerosisAlthough the initial purchase would allow his friend to access his [redacted] as well as his home, the "Combo" sling would allow him to toilet and change his clothes more easilyMr [redacted] indicated that he would be paying for this lift for his friend out of his own pocketWe were most impressed by his generosity; most customers who make a purchase of this size for someone else typically would be doing it for a family member In view of the substantial purchase he had already made, we suggested we include this addtional sling, typically priced at $330, for no additional charge It is very important to note that this is something that WE added to the order on his behalfIt is not what he contacted us about, nor anything that he mentioned or requested - simply, based on the conversation, we thought it would be helpful, we offered it to him, and he was happy to accept as it would make toileting easier for his friend and enhance the usefulness of the system2) The order was ready for shipment in our shipping area on 11/13/17, with the exception of the free slingThe customer was given the option of shipping the original order without the free sling but he indicated that due to the cost and complexity of international shipping, he preferred to wait until everything was ready and ship it all to [redacted] at once Status updates were given on 11/1/17, 11/9/17, 11/15/17, 11/24/17, and 12/5/ On 12/11/he informed us that his friend's health had taken a turn for the worse and that he had suffered a heart attack and was now in a coma and on life support with virtually no chance of conscious survival We advised him that the order was noncancelable and nonrefundable, but customer would only accept a full refund The full order including the free sling was shipped to the customer 12/14/and was subsequently refused, then redelivered on 12/20/ We are sad to learn that his friend in [redacted] subsequently passed away3) On 1/18/we received notification from our credit card processor that Mr [redacted] had initiated a chargeback on his credit card We presented our response on 2/1/18, using similar information to what is presented here, and both our processor and his credit card company ruled in our favorIt is most unfortunate when the intended user of a custom-built product passes away before they can enjoy the product Sadly this situation is not an uncommon occurence in the medical equipment field, and it certainly creates a predicament for both manufacturer and the consumer It's even more unfortunate when the original transaction was based on act of generosity and kindness for a friendUnfortunately, the product was ordered, built, and ready for shipment long before a very unfortunate turn of eventsWe cannot be held responsible for changes in a customer's needs over which we have no control such as the death of the user We hope that you will consider the possibility of determining that this complaint falls outside of your guidelines and as such would not be viewable to customers considering doing business with our companySincerely, Tom Egan

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the response was not in fact accurate, but I did get my money refunded and I'm glad that this is over Regards, [redacted] ***

Please note that this matter is now fully resolved to the satisfaction of the customer. We in fact received a polite thank you letter from the customer thanking us for our prompt cooperation on 8/14/15. The date the complaint was filed with the Revdex.com was
08/4/15. Date of refund request was 08/03/and approved on 08/3/ Mrs*** called on 08/3/and requested that she wished to cancel her orderAccess Unlimited had tried calling and left her a voice mail message to discuss her requestMrs *** also emailed on 08/03/requesting refund and a email reply was sent to her that Access Unlimted was reviewing her information and asked for a phone number in which to contact her. She stated that she would only reply to email and wished not to be contactedMrs***’s refund was fully issued to her credit card company on 8/4/Mrs*** ordered an Easy-Stow PIR with a custom manual wheelchair docking device. This is a highly customized and specialized product specifically designed for the individuals needs. After the time of the order, and payment Mrs *** indicated that she changed her mind and wanted to try to bill this modification through her workers compensation insurance carrier *** Insurance. We indicated that we were not able to guarantee payment from her insurance carrier but that we were happy to help her tried to build through themAt that time she indicated that she wished for us to continue building the product but did not want to finalize the transaction until she had clarification from her insurance carrier as to whether they would pay for this productSeveral attempts to contact her provider we left unansweredHer representative did not return calls in a timely manner One one occasion 06/3/he asked for more information and the other occasion (7/9/15) he had directed me to the New York State Workmen Compensation site to complete their forms Mrs *** had been advised of this and she then directed me to email all information to her Attywhich was done on 7/10/15. Several email conversations had taken place as well as phone calls with Mrs ***/ Mrs *** had contacted us on 05/22/for status and also on 6/8/On 6/10/the customer had called again and was given status. On 6/22/Access Unlimited had left a message for Mrs *** and emailed her that we were trying to contact her Service Provider On 6/26/Mrs, *** was advised we were still trying to contact her provider. On 7/9/her provider stated we must file information with New York State Workmens Compensation board. On 7/10/Access Unlimited was advised by Mrs*** to send information to her Lawyer and we complied. At no time up until 8/3/did Mrs*** indicate that she did not wish us to build the product for herOn several occasions she said she did not want to complete the transaction until she got clarity from her insurance companyOn 8/3/15, she indicated that she no longer wanted the product, and we immediately authorized full reimbursement for all amounts paid, with payment made in full on 8/4/Access Unlimited acted in good faith under the instructions of the consumer. Within hours of the consumer requesting cancellation and reimbursement, we complied. We cannot be held responsible for the decision of an insurance company or the insurance company’s lack of timely response as we tried to help the customer obtain reimbursement from the insurance company. We received the thank you letter mentioned above from the customer on 8/14/15. When Mrs*** placed the order for the lift, there was no consideration of an insurance company making payment to us, and our efforts following that were simply based on a sincere effort to assist a customer in obtaining reimbursementSince we acted directly under her instruction and extremely promptly, we hope that the Revdex.com will understand that there was no more our company could have done to respond to the wishes and requests of this customer. Walt HCustomer Experience Manager Access Unlimited

I have now resolved all matters with Access Unlimited, and I am pleased with the outcome. They went above and beyond their contractual obligations to accommodate my situation. Regards,
[redacted]

Revdex.com spoke to Walt at the business and the following was relayed: We have spoken to the customer and we have agreed to issue the customer a refund. This has been resolved.

Per your request, here are some key points you asked me to summarize regarding Mr. [redacted]'s purchase of our product: 1) In conversation after Mr. [redacted]'s initial decision to purchase our products, it was determined that a "Combo" sling would be beneficial for his friend who had...

multiple sclerosis. Although the initial purchase would allow his friend to access his 2017 [redacted] as well as his home, the "Combo" sling would allow him to toilet and change his clothes more easily. Mr. [redacted] indicated that he would be paying for this lift for his friend out of his own pocket. We were most impressed by his generosity; most customers who make a purchase of this size for someone else typically would be doing it for a family member.  In view of the substantial purchase he had already made, we suggested we include this addtional sling, typically priced at $330, for no additional charge.  It is very important to note that this is something that WE added to the order on his behalf. It is not what he contacted us about, nor anything that he mentioned or requested - simply, based on the conversation, we thought it would be helpful, we offered it to him, and he was happy to accept as it would make toileting easier for his friend and enhance the usefulness of the system. 2) The order was ready for shipment in our shipping area on 11/13/17, with the exception of the free sling. The customer was given the option of shipping the original order without the free sling but he indicated that due to the cost and complexity of international shipping, he preferred to wait until everything was ready and ship it all to [redacted] at once.  Status updates were given on 11/1/17, 11/9/17, 11/15/17, 11/24/17, and 12/5/17.   On 12/11/17 he informed us that his friend's health had taken a turn for the worse and that he had suffered a heart attack and was now in a coma and on life support with virtually no chance of conscious survival.  We advised him that the order was noncancelable and nonrefundable, but customer would only accept a full refund.  The full order including the free sling was shipped to the customer 12/14/17 and was subsequently refused, then redelivered on 12/20/17.  We are sad to learn that his friend in [redacted] subsequently passed away. 3) On 1/18/18 we received notification from our credit card processor that Mr. [redacted] had initiated a chargeback on his credit card.  We presented our response on 2/1/18, using similar information to what is presented here, and both our processor and his credit card company ruled in our favor. It is most unfortunate when the intended user of a custom-built product passes away before they can enjoy the product.  Sadly this situation is not an uncommon occurence in the medical equipment field, and it certainly creates a predicament for both manufacturer and the consumer.  It's even more unfortunate when the original transaction was based on act of generosity and kindness for a friend. Unfortunately, the product was ordered, built, and ready for shipment long before a very unfortunate turn of events. We cannot be held responsible for changes in a customer's needs over which we have no control such as the death of the user.  We hope that you will consider the possibility of determining that this complaint falls outside of your guidelines and as such would not be viewable to customers considering doing business with our company. Sincerely, Tom Egan

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the response was not in fact accurate, but I did get my money refunded and I'm glad that this is over.   
Regards,
[redacted]