Complaint: I am rejecting this response because:I didn’t understand why no one came out to measure properly before installingThe installer [redacted] installed the track and after that it didn’t workHe left and called the factory from his truckThe reason it didn’t work was because it was too shortI 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 haveI didn’t know anything about chair liftsThat is why I has a company do thisThe way this was installed it is dangerousWhen they came to service on Novthe guy told me it was fineI didn’t know until I had another company outThey told me that it was done all wrong as I stated in my previous complaintThis company said that these people shield, shouldn’t be installing chair liftsThere are many problems with them, well known in the businessThe way this was handled that 1st dayHe never should have spent 2-hours here installingHe didn’t know what he was doingHe didn’t say anything until was installed & he left with it not workingHe shouldn’t have installed itHe should have ____ it didn’tIt was too shortAt that time it should have put in a longer trackAgain I am told nothing wrong with the unit just bad installation.Tract should have been longer in ending in landing should have been higher so sensors didn’t think something was in the way so it wouldn’t keep stoppingIt needed shims also chair should have been 23” to 26” high what was I to do with man in any house telling me nothing wrongI 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 timewks longer so days in hospital.The way the installer was here it was obvious he didn’t know what he was doingI finally had to call another companyHe worked for hours trying to get it to workThat is not true that I wouldn’t pay to measureI just went along with what they told meWhy 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 dangerousWhy would I have incompetent people out again & pay more moneySo far lucky I haven’t fallen on this wrong installationThey never told me every monthsI have several again fatal things wrongI trusted this company the company I am having all redone correctly now really knew their stuffWhat a differenceThey know what they are doingThe whole set up is a mess & dangerous as I am told people need to be warnedI will be writing the warning upLucky I didn’t fallI did call there & left messages saying what the problem wasNever offered or said it needed to be measured [redacted] was here & should have measured before ordering another track that was also too shortIt 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 wrongI was not askedThe installer [redacted] was here why didn’t he measure properly before I paid for a new trackMaybe they had track left over & sold it to me who didn’t knowHe dragged the tracks up over my stair case banistersThey are scratched so badly.People (usually pretty sick) need to be warned about this companyCUSTOMER BEWARE – DANGER.Why did he spend hours installing the track if he knew what he was doingHe could have measured before installing, right? He didn’t know why it didn’t workWOWWith how transparent doesn’t mean anything about measuring originallyI DID NOT SAY I wouldn’t pay to measure & have someone come & do it never asked2nd 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 measureIt didn’t work after hours of installingToo short why did they sell me another piece that was too short? He was physically here, I but again they had a keft over trackAt this point a joke, not ________ that wasn’t measured originallyInstalled wrongShould have said somethingObviously didn’t know what he was doing – spending hours installing & left with unit NOT WORKINGJust that tell you somethingVery clear Regards, R [redacted] ***
Thank you for your letter alerting us to a complaint ID with regard to one of our more recent customer's MrsR [redacted] located at [redacted] El Azul Cir., [redacted] ***, CA 9###We have reviewed her letter and feel she is misrepresenting the situation.Our initial contact with Mrs [redacted] was in May when she inquired about removing the SC in question from one location to her locationWe do not offer any warranties on equipment that we did not instal originallyThis was made clear prior to scheduling any service visit's and on the service ticket that she signed at the time of installationOn our initial visit (5/9/14), it was determined that the tract was too short for her stairsAt this point We gave her the price for a new tract and returned on 5/14/E StallOn 10/5/we received a call from Mrs [redacted] requesting Service on her SC, because it was having some issues, On 11-5-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 properlyFor quality assurance we offer a service ticket per visit listing service provided, any issues, or recommended repairs if needed, then the customer will sign offWe have (3) signed service tickets by Mrs [redacted] stating the SC was in working order without further issues prior to our departureIn addition we recommend maintenance service NO less than twice per year, or once every monthsOur records indicate that Mrs [redacted] is not receiving routine service's by TLShield.We pride ourselves on responding to customers' concerns very quicklyHowever, 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 refundThis unit has been in her home for over years and now it is not installed correctly? Please see attached service tickets signed by Mrs [redacted] that everything Was Working properly.TShield & Associates, Inc is riot an electrical company, therefore, We do not install any electricalThis is the home owners responsibility to have power to the unitMrs [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 unitSincerely,T.LSheild & Associates, Inc[redacted]
Complaint: I am rejecting this response because:I didn’t understand why no one came out to measure properly before installingThe installer [redacted] installed the track and after that it didn’t workHe left and called the factory from his truckThe reason it didn’t work was because it was too shortI 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 haveI didn’t know anything about chair liftsThat is why I has a company do thisThe way this was installed it is dangerousWhen they came to service on Novthe guy told me it was fineI didn’t know until I had another company outThey told me that it was done all wrong as I stated in my previous complaintThis company said that these people shield, shouldn’t be installing chair liftsThere are many problems with them, well known in the businessThe way this was handled that 1st dayHe never should have spent 2-hours here installingHe didn’t know what he was doingHe didn’t say anything until was installed & he left with it not workingHe shouldn’t have installed itHe should have ____ it didn’tIt was too shortAt that time it should have put in a longer trackAgain I am told nothing wrong with the unit just bad installation.Tract should have been longer in ending in landing should have been higher so sensors didn’t think something was in the way so it wouldn’t keep stoppingIt needed shims also chair should have been 23” to 26” high what was I to do with man in any house telling me nothing wrongI 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 timewks longer so days in hospital.The way the installer was here it was obvious he didn’t know what he was doingI finally had to call another companyHe worked for hours trying to get it to workThat is not true that I wouldn’t pay to measureI just went along with what they told meWhy 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 dangerousWhy would I have incompetent people out again & pay more moneySo far lucky I haven’t fallen on this wrong installationThey never told me every monthsI have several again fatal things wrongI trusted this company the company I am having all redone correctly now really knew their stuffWhat a differenceThey know what they are doingThe whole set up is a mess & dangerous as I am told people need to be warnedI will be writing the warning upLucky I didn’t fallI did call there & left messages saying what the problem wasNever offered or said it needed to be measured [redacted] was here & should have measured before ordering another track that was also too shortIt 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 wrongI was not askedThe installer [redacted] was here why didn’t he measure properly before I paid for a new trackMaybe they had track left over & sold it to me who didn’t knowHe dragged the tracks up over my stair case banistersThey are scratched so badly.People (usually pretty sick) need to be warned about this companyCUSTOMER BEWARE – DANGER.Why did he spend hours installing the track if he knew what he was doingHe could have measured before installing, right? He didn’t know why it didn’t workWOWWith how transparent doesn’t mean anything about measuring originallyI DID NOT SAY I wouldn’t pay to measure & have someone come & do it never asked2nd 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 measureIt didn’t work after hours of installingToo short why did they sell me another piece that was too short? He was physically here, I but again they had a keft over trackAt this point a joke, not ________ that wasn’t measured originallyInstalled wrongShould have said somethingObviously didn’t know what he was doing – spending hours installing & left with unit NOT WORKINGJust that tell you somethingVery clear Regards, R [redacted] ***
Thank you for your letter alerting us to a complaint ID with regard to one of our more recent customer's MrsR [redacted] located at [redacted] El Azul Cir., [redacted] ***, CA 9###We have reviewed her letter and feel she is misrepresenting the situation.Our initial contact with Mrs [redacted] was in May when she inquired about removing the SC in question from one location to her locationWe do not offer any warranties on equipment that we did not instal originallyThis was made clear prior to scheduling any service visit's and on the service ticket that she signed at the time of installationOn our initial visit (5/9/14), it was determined that the tract was too short for her stairsAt this point We gave her the price for a new tract and returned on 5/14/E StallOn 10/5/we received a call from Mrs [redacted] requesting Service on her SC, because it was having some issues, On 11-5-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 properlyFor quality assurance we offer a service ticket per visit listing service provided, any issues, or recommended repairs if needed, then the customer will sign offWe have (3) signed service tickets by Mrs [redacted] stating the SC was in working order without further issues prior to our departureIn addition we recommend maintenance service NO less than twice per year, or once every monthsOur records indicate that Mrs [redacted] is not receiving routine service's by TLShield.We pride ourselves on responding to customers' concerns very quicklyHowever, 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 refundThis unit has been in her home for over years and now it is not installed correctly? Please see attached service tickets signed by Mrs [redacted] that everything Was Working properly.TShield & Associates, Inc is riot an electrical company, therefore, We do not install any electricalThis is the home owners responsibility to have power to the unitMrs [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 unitSincerely,T.LSheild & Associates, Inc[redacted]