Rio Medical Supplies

In reference to your letter dates June 22nd, regarding the above mentioned complaint, please find below the factual explanation of this matter, On June 7th 2016, this customer came to our facility asking for [redacted] Bariactric Hospital BedSince it was not a regular inventory item, we told her that it would be a special order from one of our vendors, [redacted] Industries, Incand on this special order, no return policy will apply.The picture of this bed was shown to her on the computer and a print-out with the picture, description and specifications was given to herIt was also mentioned to her that the side rails were optional because Some customers do not want to spend an extra $for the rails.Later that day, after reviewing the print-out of the specs and description, she called and placed the Order with us over the phone for this bed and an over the bed table in the total amount of $8,Three days later, she called us again and said that she has shopped around and she is getting this bed for $cheaper at some other place and would like to cancel this orderWe called the vendor and they told us that the bed was already shipped to US and for a return on this item, there would be 25% restocking fee plus two way shipping cost if accepted by the companyWe called and explained her the situation but she kept insisting for the return with no feeAs a result, We took her Word and Credited her a refund in the amount of $to match the lower price she said she was quoted at another place.That brought her total purchase price for the bed to $7,not $8,which she has mentioned in the complaintOn June 18th, the bed was delivered to her house per scheduled and a company representative demonstrated her the operation of the bedShe was very happy and requested that if we could disassemble and remove her old bedAs a courtesy, not only that we didn't charge her for the delivery and set up of the new bed but also removed her old bed at no cost to herThe bed did not include the rails because, as mentioned above, rails on the bed are optional and we did not charge her for themHowever, as a courtesy, we offered her the rails at no charge but she refused.On June 20th, she came to our store and cancelled her order for the over bed table, since it was a regular inventory item, we refunded her the full amount of $for itUnfortunately, as a strict company policy, no returns and refunds are allowed on special orders,Sincerely,Amber S [redacted] (Branch Manager)

In reference to your letter dates June 22nd, 2016 regarding the above mentioned complaint, please find below the factual explanation of this matter, On June 7th 2016, this customer came to our facility asking for [redacted] Bariactric Hospital Bed. Since it was not a regular inventory item, we told...

her that it would be a special order from one of our vendors, [redacted] Industries, Inc. and on this special order, no return policy will apply.The picture of this bed was shown to her on the computer and a print-out with the picture, description and specifications was given to her. It was also mentioned to her that the side rails were optional because Some customers do not want to spend an extra $750.00 for the rails.Later that day, after reviewing the print-out of the specs and description, she called and placed the Order with us over the phone for this bed and an over the bed table in the total amount of $8,648.54. Three days later, she called us again and said that she has shopped around and she is getting this bed for $800.00 cheaper at some other place and would like to cancel this order. We called the vendor and they told us that the bed was already shipped to US and for a return on this item, there would be 25% restocking fee plus two way shipping cost if accepted by the company. We called and explained her the situation but she kept insisting for the return with no fee. As a result, We took her Word and Credited her a refund in the amount of $800.00 to match the lower price she said she was quoted at another place.That brought her total purchase price for the bed to $7,680.00 not $8,480.00 which she has mentioned in the complaint. On June 18th, the bed was delivered to her house per scheduled and a company representative demonstrated her the operation of the bed. She was very happy and requested that if we could disassemble and remove her old bed. As a courtesy, not only that we didn't charge her for the delivery and set up of the new bed but also removed her old bed at no cost to her. The bed did not include the rails because, as mentioned above, rails on the bed are optional and we did not charge her for them. However, as a courtesy, we offered her the rails at no charge but she refused.On June 20th, she came to our store and cancelled her order for the over bed table, since it was a regular inventory item, we refunded her the full amount of $168.54 for it. Unfortunately, as a strict company policy, no returns and refunds are allowed on special orders,Sincerely,Amber S[redacted] (Branch Manager)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I did not receive the bed I was assured that I was ordering.  My request to Amber the store manager was very specific of my needs and what my doctor had prescribed for me.  I do not need any old hospital bed.  My bed was delivered and installed on June 18th and I stressed to delivery person that it was not the right bed.  On June 19th I called the store to say it was not the correct bed.  On June 20th I immediately responded to the store and spoke with Amber directly, stating the bed was not the correct bed.  After stressing my issue/concerns with her and also asking her to speak with my advocate ([redacted]) on the phone in my presents.  She told me at the time she would give me a refund after speaking with her sales rep who ordered the bed.  She advised me it would be 30% restocking fee and she would try and get that reduced.  On the June 21st Amber gave me the number to [redacted] Medical so that I could speak with someone about the return.  But she assured me that would not do a retunb based on my request.  I spoke with Lindsey of [redacted] who was happy to assist me and she advised me they ([redacted]) would take the bed.  So my advocate ([redacted]) called on June 22nd and inquired why she had not called in reference to the bed.  [redacted] also advised her of the conversation with [redacted] rep [redacted].  Amber stated she was not happy with the way I talked to her and me telling her how to do her job.  My advocate then began to pressure Amber on how do we come to an agreement and get the issue resolved.  At the end of that conversation.  Amber promised she would contact her sales rep again.  Amber also stated she would contact [redacted] the next and she did.  Her final answer was [redacted] would not take the bed, because it was not in its original packaging.  Which tells me this would have been resolved if Amber would have acted when she said she would.  
Regards,
[redacted]

In reference to your letter dated July 8th, 2016 regarding the above referenced case,Please note that once again this customer's response is far from the actual facts.We have already sent you a detailed reply with supporting documents. As mentioned in our response before, unfortunately no returns or refunds are allowed on special orders.Sincerely,Amber S[redacted](Branch Manager)Rio Medical Supplies3535 South Jefferson St.Falls Church, VA 22041