ComplaintsforHME Home Health

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband has a stroke January 2021. He needs an adjustable bed. As recommended by the occupational therapist, I ordered a double adjustable bed in August 2021. But the bed is too big to be delivered upstairs to the bedroom , so the salesman advised that I could get 2 single adjustable bed instead. So I did. When they delivered it on August 6, which is a Friday, only one bed came, 2 technicians showed up. The more experienced technician showed the other one how to set up the bed and promised the second bed will be delivered on Monday . By Monday the second bed came and the less experienced technician set up the bed. The foot board was set upside down, I mentioned it to him. March 2022, the hook of the control of the second bed fell off due to not enough room to allow it to move up when the bed goes up. I called and talked to several people, finally a sales manager helped me and told me that the part has 1 year warranty and I could pick it up in the store when it arrived from Toronto. That way I could avoid the house call fee. I asked if it could be mailed to my home instead because I cannot leave my husband, he said ok and he even said he will show me how to plug it in through ********. By June, the part has not arrived , so I called HME again, first they said they could not find the notes on my file, afterwards they said they found it but there is no details nor the name of the manager. Later, they said the parts is not covered and I have to pay for it. On September 30th, we roll the bed out to do dusting and mopping the floor. I found that the left leg of the head of the bed is bend and the screw is missing. So I called HME again, and told them they did not install the bed right in the first place and should fix it. I talked to the manager Shannon who said it’s a wear and tear and is after warranty and I have to pay. The bed set up by the experienced tech works fine but not the second one. HME should take the responsibility to fix their own mistakes .

  

  Business response

  14/11/2022

  Hi ****, thank you for reaching out and providing us with feedback. We’re more than happy to book one of our service technicians to have a look at your hospital bed, however, there will be a service fee applied to this as this service would take place outside of its 6-month labour warranty.
  
   
  
  According to our records, the first bed was delivered on July 2nd, 2021, and the second bed on July 5th, 2021. Our team received a phone call from you in May 2022 and informed you that the hospital bed was already out of its 6-month warranty and we would have to charge a labour fee for a service visit.
  
   
  
  On June 2nd, there was an additional phone call that we received from you where our Inside Sales Lead assisted you in arranging photos of the problem area which was the back of the hand pendant (remote) of the hospital bed that had the hanging clip broken off. From here, our Inside Sales Lead processed a quote with our manufacturer, and they informed us that the replacement for a hand pendant would not be covered by the hospital bed’s 6-month warranty as it was already past the original service inquiry in May 2022 and that there would be a charge for the new hand pendant.
  
   
  
  On June 30th, the situation was escalated to our Manager of Purchasing & Client Services, Shannon who reiterated that we could assist in this repair, but we would still be charging for both labour and the new replacement hand pendant if we were to proceed.
  
   
  
  If you would like to proceed with the replacement of the hand pendant, please contact Shannon directly at (604) 374-1666 or our Richmond location at (604) 821-0075.

  Customer response

  15/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:the bend bed leg due to the missing screw when installed was not addressed. HME should take fully responsibility of their workmanship. It is not a wear and tear issue or warranty issue. Is they did not do it right.
  
  Sincerely,
  
  **** *****

  

  Business response

  16/11/2022

  Hi ****,
  
  

  Thank you for your response. As the initial complaint for the hospital bed was over a year from the date of delivery any kind of service by our team will include a labour charge. Our team is available to help resolve this issue, but we will need to still charge our labour fee for any service work.
  
  If you would like to book a service time with our team, please contact us at 1 (844) 821-0075 or contact our manager Shannon at (604) 374-1666.
  
  

  Thank you.

  Customer response

  16/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:as previously mentioned, this is an installation mistake. A screw is missing, causing the bed of the leg to bend, and HME should fix it for free. It is a matter of principle and business ethics. Please refer to the photo attached.
  
  
  Sincerely,
  ca
  **** *****

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