The Millennium Group of Columbus, Ltd

Complaint Response: On October 28 around 12:00 PM, we received a call from [redacted] stating her stairlift was not working.  We attempted to resolve the problem over the phone by trouble shooting possible problems with the client and the firefighter, to no avail.  We...

subsequently contacted [redacted], the lift manufacturer, for further assistance.  Unfortunately, [redacted] had no additional suggestions to resolve the problem.  Trouble shooting problems over the phone is customary.We then called back and spoke to her son.  Since our technician was not available to respond until the next morning, we provided other [redacted] dealers to contact. Is important to note that we offered to have our technician at their home by 9:00 AM the following morning (LESS THAN 24 HOURS AFTER THE SERVICE CALL REQUEST).  The son informed us that he had located a company that could come that day. Then, Mrs. [redacted] called back and demanded we pay the $266 service call fee the other company was charging. Again, we told her if she waited until the very next morning, we would have our technician service her lift at NO COST.  The complaint states we told her "It was ridiculous that we should have to come out that day to fix the lift".  We never said that....... We stated it was ridiculous to pay the other company's bill when she refused our service for the next morning.  For the record; we answered the call and made every effort possible to remedy the problem over the phone.  We offered to have our technician to their home within 24 hours of the initial call.  Since this time frame was unacceptable to the client, they chose to contact another company and demanded we pay for their decision.  To resolve this matter in good faith, we are willing to evenly split the cost of the $266 service call.