To whom it may concern: I am writing in response to the complaint in question There seems to be discrepancies in the way the events actually happened and the description provided In August, [redacted] called us that the [redacted] lift he got FROM US was broken We use a brand called [redacted] for all our patient lifts and thus promptly got to work The broken component was the handle on the lifting mechanism which is not a warranty repair This can only be done by accident if someone pushes down on it with too much force Therefore, we would not be able to go through the warranty source and will have to order a replacement [redacted] was well aware of the cost, process and the part that was going to be replaced Due to the cost factor, he even took a few days to think about it knowing that the part was NOT UNDER WARRANTY and we only provide [redacted] Products He then called us back a few days later, gave us the credit card and ordered the part As policy, all parts ordered carry a 15% restocking fee if returned [redacted] was explain this policy when the order was placed and was also on his receipt At this point we had no reason to think we would exercise that option since we were under the impression that it was OUR lift and the component will NOT BE UNDER WARRANTY The cost of the mechanism was $plus tax and in home installation was a $plus tax flat rate service charge.When the part came in, we went to the house to install it and that's when it was revealed to us that the lift was NOT OURS and furthermore, it WASN'T even OUR BRAND WE NEVER INSTALLED OUR PART [redacted] at that point apologized for his error and asked us to refund the money minus the restocking fee of 15% ($60.89) and the $trip charge A total of $ He was also so impressed with our promptness and service that he and his caregiver came in to the store a few days later and wanted to buy a new lift to replace the one that was broken He was given a demo of the new [redacted] lift and a discount to help with the purchase He left the store to think about the cost and told us he will get back with us At our last meeting, he was very happy with our service.That's the last we heard from him I am not sure when or where [redacted] came into the picture I can only assume that they were the original providers of the [redacted] lift under [redacted] and were able to replace it under [redacted] 's guidelines If further clarification is needed, please feel free to call me at [redacted] Thank you, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10268260, and have determined that this proposed action would not resolve my complaint When I called Red Oak I told them that I had a [redacted] *** I explained that I called them because when I had previous problems with that [redacted] they had provided the part I needed to restore itIt was that part which was brokenI suggested they look up my previous transaction to verify the mechanism needed and check to see if it was under warranty Clearly they never did thatIf they had, they would not have ordered the wrong partAlso they told me the part was not under warranty when they obviously didn't even know what part it wasWhen I agreed to this transaction I believed they had done their due diligence and had ordered the correct partThey never inspected the broken part or my [redacted] before they delivered the wrong partApparently I'm supposed to be a parts expert and/or mind readerI told them everything they needed to know to complete the transaction correctlyThe error was clearly due to their laziness and incompetenceAlso, there was never any mention of a restocking feeInstallation was $but no installation was ever doneWhy should I be responsible for their errorsIn addition if there was no warranty on the broken part how was [redacted] able to replace it for a $installation fee.If this is the way they do business, I'll never use them again and I'll do everything I can to see none of my contacts do either Regards, [redacted]
To whom it may concern: I am writing in response to the complaint in question. There seems to be discrepancies in the way the events actually happened and the description provided. In August, [redacted] called us that the [redacted] lift he got FROM US was broken. We use...
a brand called [redacted] for all our patient lifts and thus promptly got to work. The broken component was the handle on the lifting mechanism which is not a warranty repair. This can only be done by accident if someone pushes down on it with too much force. Therefore, we would not be able to go through the warranty source and will have to order a replacement. [redacted] was well aware of the cost, process and the part that was going to be replaced. Due to the cost factor, he even took a few days to think about it knowing that the part was NOT UNDER WARRANTY and we only provide [redacted] Products. He then called us back a few days later, gave us the credit card and ordered the part. As normal policy, all parts ordered carry a 15% restocking fee if returned. [redacted] was explain this policy when the order was placed and was also on his receipt. At this point we had no reason to think we would exercise that option since we were under the impression that it was OUR lift and the component will NOT BE UNDER WARRANTY. The cost of the mechanism was $375 plus tax and in home installation was a $40 plus tax flat rate service charge.When the part came in, we went to the house to install it and that's when it was revealed to us that the lift was NOT OURS and furthermore, it WASN'T even OUR BRAND. WE NEVER INSTALLED OUR PART. [redacted] at that point apologized for his error and asked us to refund the money minus the restocking fee of 15% ($60.89) and the $40 trip charge. A total of $104.19. He was also so impressed with our promptness and service that he and his caregiver came in to the store a few days later and wanted to buy a new lift to replace the one that was broken. He was given a demo of the new [redacted] lift and a discount to help with the purchase. He left the store to think about the cost and told us he will get back with us. At our last meeting, he was very happy with our service.That's the last we heard from him. I am not sure when or where [redacted] came into the picture. I can only assume that they were the original providers of the [redacted] lift under [redacted] and were able to replace it under [redacted]'s guidelines. If further clarification is needed, please feel free to call me at [redacted]Thank you,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10268260, and have determined that this proposed action would not resolve my complaint.
When I called Red Oak I told them that I had a [redacted]. I explained that I called them because when I had previous problems with that [redacted] they had provided the part I needed to restore it. It was that part which was broken. I suggested they look up my previous transaction to verify the mechanism needed and check to see if it was under warranty. Clearly they never did that. If they had, they would not have ordered the wrong part. Also they told me the part was not under warranty when they obviously didn't even know what part it was. When I agreed to this transaction I believed they had done their due diligence and had ordered the correct part. They never inspected the broken part or my [redacted] before they delivered the wrong part. Apparently I'm supposed to be a parts expert and/or mind reader. I told them everything they needed to know to complete the transaction correctly. The error was clearly due to their laziness and incompetence. Also, there was never any mention of a restocking fee. Installation was $40 but no installation was ever done. Why should I be responsible for their errors. In addition if there was no warranty on the broken part how was [redacted] able to replace it for a $60 installation fee.If this is the way they do business, I'll never use them again and I'll do everything I can to see none of my contacts do either.
Regards,[redacted]
To whom it may concern: I am writing in response to the complaint in question There seems to be discrepancies in the way the events actually happened and the description provided In August, [redacted] called us that the [redacted] lift he got FROM US was broken We use a brand called [redacted] for all our patient lifts and thus promptly got to work The broken component was the handle on the lifting mechanism which is not a warranty repair This can only be done by accident if someone pushes down on it with too much force Therefore, we would not be able to go through the warranty source and will have to order a replacement [redacted] was well aware of the cost, process and the part that was going to be replaced Due to the cost factor, he even took a few days to think about it knowing that the part was NOT UNDER WARRANTY and we only provide [redacted] Products He then called us back a few days later, gave us the credit card and ordered the part As policy, all parts ordered carry a 15% restocking fee if returned [redacted] was explain this policy when the order was placed and was also on his receipt At this point we had no reason to think we would exercise that option since we were under the impression that it was OUR lift and the component will NOT BE UNDER WARRANTY The cost of the mechanism was $plus tax and in home installation was a $plus tax flat rate service charge.When the part came in, we went to the house to install it and that's when it was revealed to us that the lift was NOT OURS and furthermore, it WASN'T even OUR BRAND WE NEVER INSTALLED OUR PART [redacted] at that point apologized for his error and asked us to refund the money minus the restocking fee of 15% ($60.89) and the $trip charge A total of $ He was also so impressed with our promptness and service that he and his caregiver came in to the store a few days later and wanted to buy a new lift to replace the one that was broken He was given a demo of the new [redacted] lift and a discount to help with the purchase He left the store to think about the cost and told us he will get back with us At our last meeting, he was very happy with our service.That's the last we heard from him I am not sure when or where [redacted] came into the picture I can only assume that they were the original providers of the [redacted] lift under [redacted] and were able to replace it under [redacted] 's guidelines If further clarification is needed, please feel free to call me at [redacted] Thank you, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10268260, and have determined that this proposed action would not resolve my complaint When I called Red Oak I told them that I had a [redacted] *** I explained that I called them because when I had previous problems with that [redacted] they had provided the part I needed to restore itIt was that part which was brokenI suggested they look up my previous transaction to verify the mechanism needed and check to see if it was under warranty Clearly they never did thatIf they had, they would not have ordered the wrong partAlso they told me the part was not under warranty when they obviously didn't even know what part it wasWhen I agreed to this transaction I believed they had done their due diligence and had ordered the correct partThey never inspected the broken part or my [redacted] before they delivered the wrong partApparently I'm supposed to be a parts expert and/or mind readerI told them everything they needed to know to complete the transaction correctlyThe error was clearly due to their laziness and incompetenceAlso, there was never any mention of a restocking feeInstallation was $but no installation was ever doneWhy should I be responsible for their errorsIn addition if there was no warranty on the broken part how was [redacted] able to replace it for a $installation fee.If this is the way they do business, I'll never use them again and I'll do everything I can to see none of my contacts do either Regards, [redacted]
To whom it may concern: I am writing in response to the complaint in question. There seems to be discrepancies in the way the events actually happened and the description provided. In August, [redacted] called us that the [redacted] lift he got FROM US was broken. We use...
a brand called [redacted] for all our patient lifts and thus promptly got to work. The broken component was the handle on the lifting mechanism which is not a warranty repair. This can only be done by accident if someone pushes down on it with too much force. Therefore, we would not be able to go through the warranty source and will have to order a replacement. [redacted] was well aware of the cost, process and the part that was going to be replaced. Due to the cost factor, he even took a few days to think about it knowing that the part was NOT UNDER WARRANTY and we only provide [redacted] Products. He then called us back a few days later, gave us the credit card and ordered the part. As normal policy, all parts ordered carry a 15% restocking fee if returned. [redacted] was explain this policy when the order was placed and was also on his receipt. At this point we had no reason to think we would exercise that option since we were under the impression that it was OUR lift and the component will NOT BE UNDER WARRANTY. The cost of the mechanism was $375 plus tax and in home installation was a $40 plus tax flat rate service charge.When the part came in, we went to the house to install it and that's when it was revealed to us that the lift was NOT OURS and furthermore, it WASN'T even OUR BRAND. WE NEVER INSTALLED OUR PART. [redacted] at that point apologized for his error and asked us to refund the money minus the restocking fee of 15% ($60.89) and the $40 trip charge. A total of $104.19. He was also so impressed with our promptness and service that he and his caregiver came in to the store a few days later and wanted to buy a new lift to replace the one that was broken. He was given a demo of the new [redacted] lift and a discount to help with the purchase. He left the store to think about the cost and told us he will get back with us. At our last meeting, he was very happy with our service.That's the last we heard from him. I am not sure when or where [redacted] came into the picture. I can only assume that they were the original providers of the [redacted] lift under [redacted] and were able to replace it under [redacted]'s guidelines. If further clarification is needed, please feel free to call me at [redacted]Thank you,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10268260, and have determined that this proposed action would not resolve my complaint.
When I called Red Oak I told them that I had a [redacted]. I explained that I called them because when I had previous problems with that [redacted] they had provided the part I needed to restore it. It was that part which was broken. I suggested they look up my previous transaction to verify the mechanism needed and check to see if it was under warranty. Clearly they never did that. If they had, they would not have ordered the wrong part. Also they told me the part was not under warranty when they obviously didn't even know what part it was. When I agreed to this transaction I believed they had done their due diligence and had ordered the correct part. They never inspected the broken part or my [redacted] before they delivered the wrong part. Apparently I'm supposed to be a parts expert and/or mind reader. I told them everything they needed to know to complete the transaction correctly. The error was clearly due to their laziness and incompetence. Also, there was never any mention of a restocking fee. Installation was $40 but no installation was ever done. Why should I be responsible for their errors. In addition if there was no warranty on the broken part how was [redacted] able to replace it for a $60 installation fee.If this is the way they do business, I'll never use them again and I'll do everything I can to see none of my contacts do either.
Regards,[redacted]