ComplaintsforBestcare LLC

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This is in reference to denial of a refund by Bestcare for returned ********* patient lift purchased through Cascade Healthcare Solutions. Manufacturer of the lift is Bestcare LLC. On 9/8/2022, I purchased the ********* electric sit-to-stand lift through Cascade Healthcare Solutions for my mom who suffered a major stroke a year ago that resulted in left-sided paralysis. The lift was assembled in order to get the input from her physical and occupational therapists on how to best operate it safely for weight-baring therapy purpose. Her physical and occupational therapists evaluated the lift and deemed it unsafe to use for mom due to her health state. The lift was disassembled, packaged back in the original box and shipped via *** to Bestcare after the return was approved through Cascade Healthcare Solutions. On 11/10/2022, I was notified through Cascade Healthcare Solutions of Bestcares claim that the lift was noticeably used and had scratches and thus the refund is being denied. Again, the lift was not used due to safety concerns expressed by my moms therapists. Bestcare inspection report claimed that parts were not in its original location and were damaged due to inadequate protection. The lift was packaged using all of the original styrofoam and original double boxes. Numerous parts that this lift is constructed of were placed in the original location within the shipping box to the best of our ability. Any additional damage to the styrofoam and internal boxes may have occurred during shipment. I then filed a shipping damages claim with *** whose inspection concluded that because the merchandise was shipped in an insufficient box, damages claim cannot be established. Bestcare's shipping box was lacking the manufacturers certificate (***) number. The *** is a stamp that details either the bursting strength of the box or the edge crush rating of the box. Bestcare has provided no solution and has not responded to my direct email from 11/12/22.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/5/22 I called www.mobilityparadise.com ************) to order a BEST Care LLC Sit-to-stand patient lift. I spoke with **** at mobilityparadise and ordered an adjustable model because my knees and right leg are somewhat deformed and I needed the model that would easily adjust to my disabilities.I confirmed to **** that the model she was ordering for me had the adjustable kneepad and adjustable seats. And this is the reason that I telephoned instead of placing the order myself, because I wanted to guarantee I was getting the correct, adjustable model.I paid $835.05 using my debit card.On 9/12/22 the Sit-to-stand was delivered and was immediately put together. Once it was assembled it was obvious I had received the WRONG MODEL BECAUSE THE ONE SENT TO ME was not adjustable, at all.On 9/12/22 I called mobilityparadise and spoke with a manager, ****. I explained the situation to her and she said she would have to call the warehouse to get a return authorization. **** said she would call or email me with the *** After waiting a few days and not hearing from Rose I called again on the 16th and at that time a very rude, disrespectful representative named *** informed me that NO, I could not return this equipment and when I asked for a manager, there is never one available. I cannot locate any other phone contact for mobilityparadise because the reps that answer their customer service department take messages but no manager ever calls me back.BEST CARE LLC is responsible because they are using apparently just anyone to resell their products. Someone made a mistake in either mobilityparadise or BEST Care LLC, but I can't get to a manager to resolve this. Best Care is using web companies that know absolutely NOTHING about the products. If BEST CARE LLC and mobilityparadise both claim "Saisfaction Guaranteed"I would not have to file this complaint. I am asking for a Return Authorization, and a Full REFUND. There should be NO OTHER FEES .

  Business response

  10/18/2022

  Our products are made available through authorized dealers, distributors, resellers and can also be secured through DME suppliers, online retailers, and platforms such as Amazon and ******** These online listings are made and owned by the seller. While we regret that our product did not fit her needs, we understand the disappointment and inconvenience caused by being told otherwise. We regret to hear the complainants experience with our product and the seller she purchased from is less than favorable. However, from the complaint received, all her interactions have been directly with the online seller who she purchased this piece of equipment from. Bestcare does not have the named persons in our employment. We fail to understand why a complaint is made against us. We have no record of interaction with the complainant. From the details provided by the complainant, her request for return has already been denied from the seller. We suggest she reach out again to the seller for re-consideration. Sincerely, ******************* Bestcare LLC

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩