ComplaintsforAAA Mobility Specialists of IL Inc

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered a 2 level with Salesman **** late June 2023 with a deposit of $10,000 toward the total $18,394.25. It was installed at the end of July. They finished very late and my wife was unable to try until late that night due to medical conditions. When she did try it she was unable use in the stairwell as her knees hit the stair rails. Salesman(also the installer) came back said he would contact the mfg. for a solution. 4 months later he called and said my stairwell would have to be modified so it might work better and wanted me to pay half of the $800 bill. On Nov. 14 called salesman and told him I would not have my house modified for a wrap around chairlift that was not usable from the lower to the main level and extremely difficult to use from the main level to the upper level, that this had gone on for 4 months with very poor communication from you and your company as many calls to you were not returned as you have no voice mail and I wanted it out and my deposit back for a stair lift that was designed wrong, according to you by the mfg. and by the mfg. due to your measurements being wrong, which was between you and them, not me. He agreed and had it removed on Nov. 21 by 2 other employees. On Nov. 22 called salesman for my refund and was told I had to talk to owner that was unavailable till next week. Nov. 27 called owner(*****) for my deposit and he said he did not have that much in the bank and was applying for a Small Bussiness Loan and could not tell me when he would have it. I feel this is a scam as the salesman told me a month ago that he was swampted with work putting in handicap ramps before the weather got too cold. We just moved here from Virginia for her to be close to her family with her health issues and need a stair lift. This company is not a solution to our problem, just has created a bigger one. Out of a lot of money and holes in the stairwell. The company claims to be Veteran owned and this is how he treats Veterans?

  

  Business response

  12/11/2023

  In response to Mr. ******** complaint about his curved stairlift I will relay the complete process.
  AAA Mobility received a call to evaluate Mr. ******** home for a stairlift.  We offered a couple of options such as:
  
  Three stairlifts could be installed, one for each level.
  b)    A curved stairlift could be installed that would cover all three levels.
  
  The first option would be a viable by using one stairlift per level.  A Person would need to transfer to the next stairlift.  This option does not have the appeal of the curved stairlift.  This option would also have three times the opportunity to have issues due to the three separate drive units. 
  
  The second option would have more curb appeal than the other.  This option would also have fewer moving parts because there would only be one drive unit.  Another advantage to the curved unit is the person riding would be able to ride top to bottom without exiting the seat.
  
  After some discussion of the pros and cons , ****************** decided on the curved unit.  AAA Mobility came to Mr. ******** home to perform the measuring process required by the Manufacturer.  This is a very detailed procedure.  Pictures, measurements, and special cards are used and entered into special software that makes sure that the system will perform as needed.  This is then sent to the Manufacturer for approval. After the Manufacturer has evaluated the software presentation it is then designed per that information.  The results from the Manufacturer were favorable for install.  The prints were then used to build the curved stairlift.  This takes a few weeks.  
  
  AAA Mobility used the information approved by the Manufacturer to install the stairlift according to those specs.  After the installation it was the next day before ******************* was able to test the lift. She determined that some adjustments needed to be made.  We made a few adjustments.  It was decided that more were needed.  AAA Mobility contacted the Manufacturer and performed more adjustments along with a different seat to help with distance. 
  
  After the changes were made from the Manufacturer it was determined by ****************** that he did not want to keep the stairlift.  ****************** contacted AAA Mobility to have the unit removed.  AAA Mobility did offer the option of possibly still installing the three stairlifts if that would be an option.  ****************** did not want to follow that route.  ****************** contacted AAA Mobility and asked for a full refund of his deposit.  I (*****) explained that I would give the full refund but I needed a little time. There was no SCAM involved.  I simply did not have $10,000 on that day. I am now in the process of getting his refund in order. 
  I feel we made every effort along with the Manufacturer to make this stairlift work.
  I have agreed to give a full refund.
  I think we did what needed done in a professional manner.
  
  *********************
  AAA Mobility Specialists of Illinois

  Customer response

  12/13/2023

  His response did not resolve the problem. I want to know when I will receive the refund. Per my phone  conversation with ***** on 11/29 he said he would refund the deposit  but did not have the money to  do it now would apply for a SBA loan and might have it at the end of  December  but doubted if he would. To resolve this complaint  I want have a date with in  a reasonable time frame when I will get my refund. The main reason I had the lift chair removed is because it was not usable on the lower level as h?r knees would not clear the wood stair rails and after 4 months with only 1 small modified thing done to the base of the chair (and the chair itself was never changed as he claimed) the only way to make it work was  to move the oak stair rails and charge my half of the cost. This option was not acceptable  to me, and I said just take it out and refund my deposit. I also want **** ( a sudcontracter) to repair  the holes  in the oak stair treads they caused at  the company  expense. What I  am sekini is your  guidance as to which way to respond to  his response. Should I decline with reasons why or should I accept with conditions that he gives  me a refund date that I accept. Thank you.

   

   

   

  

  Business response

  12/20/2023

  In response to the rejection of my last response by ****************** I will supply him with a date for returning his deposit.  

  I will have the deposit mailed out by the 31st of December.

  I will have my Tech contact **** to have him schedule the repairs to the stairway per ****'s quote.

  I believe this should satisfy whomever as a settlement for this complaint.

   

  No other Docs

  Customer response

  12/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this  resolution is satisfactory to me, with the specified time to  receive the  refund and for **** to  contact me for  the repairs to the stairwell.
  
  Sincerely,
  
  *************************

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