White Wash Pressure Cleaning

To whom this may concern; This complaint is additional work that this customer is asking of us which was beyond our agreed contract with the VAWe've agreed to do this additional work but the site work needs to be done before we can startThe VA is working on the site work bid and contractor, therefore we can't provide any time lines as to start, finish, etcuntil we hear from the VA as when the site work will be completed.Here are some background facts about this complaints: 1) This lift installation project was completed and signed off as accepted and turned over to [redacted] on August 4, Please see attachmentsAttachment includes: a) Final Acceptance Form b) Training verification (proof of user / operator's training on how to use the lift properly) c) Service Maintenance agreement, which is included d) Letter of Understanding of the lift not having a phone (which he didn't want one) and the other lower landing door (he added in the midst of the production) that will remain locked closed because there's no ramp or deck and is unsafe 2) The lift was ordered in May, 2016; upon receipt of the VA's purchase order that gave us a year window to complete the job but we finished in August, and has been using the lift since, daily.3) The lift takes months for fabrication, - weeks to ship and about - days to install to completion.4) When the lift arrived in September, 2016, the site was not readyThe electrical wasn't done properly and by UNLICENSED electrician, both lower an upper landings were not done properly as per drawings and instructions gone over with the Mr [redacted] 's contractor, numerous times.5) Despite the site not being ready, Mr [redacted] forced us to install the lift anyway with the understanding that he's aware and will be responsible for any contingencies from the site not being as per drawings6) We improvised as best as possible and made it work with some cosmetic issue that we made a list to fix which both parties agreed on.7) Mr [redacted] uses the lift almost daily in which he a had a couple problems, one being a user error Which we came out and corrected within that day.8) Now he wants all the cosmetics to be redoneIn order for this to be done properly, the site needs to be re-done to what the manufacture engineers had required from the start.9) This is a VA project and the VA is currently awaiting for bid(s) on the site work before we can provide a timeline as to when we can start and finish because all the site work needs to be done first as explained to Mr [redacted] .10) The VA provides a year open window for completionWe will start the job when the site work is completedCurrently, the VA is working this out and will inform us as to when the site will be ready for us.Thank you.Tony

Complaint: [redacted] I am rejecting this response because: I have simply asked for a satisfactory installation and firm completion date Please have Access Lifts of Hawaii respond Thank you, [redacted] Sincerely, [redacted]

We've been in business for more than 25 years and have had great success throughout the state of Hawaii in the private and commercial sector including the federal government. One of the main reasons why we maintain our success is by following rules, regulations pertaining to local laws and safety...

with the up-most care for the customer. We provide, install and maintain ADA (handicap) lifts, chair lifts, elevators and dumbwaiters throughout the state. We're licensed, insured and certified with factory trained technicians.In order for us to do a successful installation of any type of lifts, the site needs to be properly ready.  In this case, we did not even want to do the job because of the location being on a side of a cliff.  This customer could have chosen anyone else to do this project but the others wouldn't because the site.  He begged us to work with him. So we accommodated him as per his dire situation to be able to get downstairs. He hired his own contractor for the site work but with the VA paying as he did the same for us.  We met with his contractor and provided all the information required for the lift for the site. When the site was being completed, we pointed out several items that needed to be redone. Bottom line, the site was not properly ready, even though we've been on site instructing his contractor numerous times.  At this point, we did not want to install the lift and had told the customer that his contractor had to redo the lower landing and level off the upper landing so it could properly accommodate the lift.  Even the electrical work wasn't done properly and by someone UNLICENSED.  We did not want to proceed until the site was properly done on all aspects. Well, his contractor never returned to fix what he said he was going to fix.In addition, the customer, mid-way thru fabrication of the lift has had numerous changes bringing the cost higher that we ended up paying for. He added a 3rd door at the lower landing and an upper overhead dome cover. At first, he told me to provide a bid for the lift on the most BASIC, lowest cost lift. After we got the drawings of the basic lift drawing to him and agreed on the price, he later then wanted these changes.  We and the manufacture made the accommodations for the changes in "hope" that we can still bill for the changes.He kept on complaining, emailing and calling the manufacture about getting us to install the lift and how we're incompetent. The manufacture wrote him back a few times explaining, from an engineering point of view about the problems that the site has and how it would create problems later if we installed the lift as is. This customer didn't care and was upset that this was taking so long. He just wanted the lift to be installed. We explained to him that we would not be liable for any problems if we went ahead installing the lift with a problematic site.At any rate, after so much of back and forth, we ended up accommodating this customer again with the best interest in mind to help him, under the circumstances and with the understanding that we would not be responsible for any problems.  We completed the installation on August 8, 2016.  When the lift was finally completed, there were a few things that were not so perfect due to the site and have explained this with this customer. We, both customer and us, created an agreeable punch list for us to return and fix. The lift was done but with some kinks that we came back and fixed to his satisfaction. The customer signed off on the documents so that we turned over the lift.Months have passed, all is well and he's been using the lift.  In December, he wanted to get a few things fixed. When we got out there, we discovered as we knew well enough that the site problems were coming into play and explained to him that these problems were directly associated from the site not being done properly. That's when he got upset and had the VA Prosthetic Department meet with us at his site.  We met with the VA's inspector and found some minor things but nothing major as the lift is safe and worked well. The things pointed out mainly were all cosmetic. Some of these cosmetics can't be fixed because the site being not leveled had caused the lift to shift. We explained to the VA that to fix these problems, the site will need to be fixed first and we'd have to replace many parts on the lift to make it better. The VA asked us to provide a proposal which we have for our part of the work. The site work needs to be done by a licensed general contractor which we're not, we're a license elevator contractor. We've told the VA that they would need to seek a general contractor to bid that part of the project in order for us to proceed. The status now is that the customer doesn't want to fix the site and wants us to fix his lift no matter what. The VA understands that we can't proceed until the site is redone, so we're helping them find a general contractor to do the site work. We'll be meeting again at the site tomorrow, Wednesday, 4/26/17 with a general contractor and the VA.The customer continues to write letters, including to congress and press the issue about his experience and write to everyone else complaining about how long and how horrible we are.What we don't understand is why he accepted the lift, used it for months and complains to everyone how bad we are. The irony of this customer is that the funds for this lift is from our tax dollars. This customer gets the VA to pay for everything as he was in the Coast Guard but got hurt while hang gliding over Sandy Beach not while on duty. Go figure....Ps we can attach copies of the letters from the manufacture's engineers and the acceptance documents he signed

To whom this may concern; This complaint is additional work that this customer is asking of us which was beyond our agreed contract with the VA. We've agreed to do this additional work but the site work needs to be done before we can start. The VA is working on the site work bid and contractor, therefore we can't provide any time lines as to start, finish, etc. until we hear from the VA as when the site work will be completed.Here are some background facts about this complaints: 1)  This lift installation project was completed and signed off as accepted and turned over to [redacted] on August 4, 2016. Please see attachments. Attachment includes:     a) Final Acceptance Form       b) Training verification (proof of user / operator's training on how to use the lift properly)      c) Service Maintenance agreement, which is included     d) Letter of Understanding of the lift not having a phone (which he didn't want one) and the other lower landing door (he added in the midst of the production) that will remain locked closed because there's              no ramp or deck and is unsafe 2)  The lift was ordered in May, 2016; upon receipt of the VA's purchase order that gave us a 1 year window to complete the job but we finished in August, 2016 and has been using the lift since, daily.3)  The lift takes 2 months for fabrication, 2 - 3 weeks to ship and about 5 - 7 days to install to completion.4)  When the lift arrived in September, 2016, the site was not ready. The electrical wasn't done properly and by UNLICENSED electrician, both lower an upper landings were not done properly as per drawings and      instructions gone over with the Mr [redacted]'s contractor, numerous times.5)  Despite the site not being ready, Mr [redacted] forced us to install the lift anyway with the understanding that he's aware and will be responsible for any contingencies from the site not being as per drawings6)  We improvised as best as possible and made it work with some cosmetic issue that we made a list to fix which both parties agreed on.7)  Mr [redacted] uses the lift almost daily in which he a had a couple problems, one being a user error.  Which we came out and corrected within that day.8)  Now he wants all the cosmetics to be redone. In order for this to be done properly, the site needs to be re-done to what the manufacture engineers had required from the start.9)  This is a VA project and the VA is currently awaiting for bid(s) on the site work before we can provide a timeline as to when we can start and finish because all the site work needs to be done first as                 explained to Mr [redacted].10) The VA provides a 1 year open window for completion. We will start the job when the site work is completed. Currently, the VA is working this out and will inform us as to when the site will be ready for us.Thank you.Tony

Complaint: [redacted]
I am rejecting this response because: I have simply asked for a satisfactory installation and firm completion date.  Please have Access Lifts of Hawaii respond.  Thank you, [redacted]
Sincerely,
[redacted]