ComplaintsforDME Elevators & Lifts

• Initial Complaint

  03/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  DME Elevator ordered parts for my residential elevator repair. Technicians physically grinded parts in order to fit the elevator, thereby increasing risk, negating warranty, and recourse. Upon inquiring, techs stated that they had done this elsewhere. I filed a complaint verbally, in writing, and repeatedly via email. Upon replacing parts, technicians measured gap between elevator and floor and indicated we were out of compliance. Weeks later (after they had no answer for their modifications), DME sent an email and noted they cannot work on elevator as it has a recall per their measurements, and company that installed is no longer in business!DME extracted thousands of dollars from my family, modified new parts, and left us high and dry. My son will have quadriplegia, cp, and a seizure disorder for the rest of his life. We do not have a safe elevator for his transport because of DME's neglect.

  

  Business response

  03/06/2023

  *********************, 

  Per our email on 2/8/2023 as well as in your discussions with our parts manager, we have reiterated that you we will of course stand behind the work we completed on 1/13/2023.  This includes our standard warranty of 30 days on labor and 90 days on the parts.  When ************** left your home the elevator was in working condition.

  On that same day we made you aware that there is a US CPSC recall in regards to space gaps, this is a separate issue entirely. Because the manufacturer of your elevator is no longer in business they are not a part of the recall. It is at your discretion to reduce the space gap on each landing to insure there is no risk of entrapment for young children.  You can go to the US CPSC and search elevator recall to learn more, or refer to our email sent on 2/14/23. 

  We take this hazard very seriously and highly recommend that you find a local provider that can help you with this and any future service. It is because of these excessive space gaps, some of the largest that we seen, that we have decided to no longer work on your elevator.  Again we will address and warranty work if needed.  Please understand that if your son is in a wheelchair the space gap issue is of no hazard to him but would be a concern to any other children living or visiting your home.  
  

   

   

  Customer response

  03/10/2023

   
  Complaint: 19541069
  
  I am rejecting this response because:you modified, ground down new parts x 4!  Your parts manager has been of no assistance. In one sentence he typed go to the original installer for recall.  In the next sentence, he typed, the original installer is no longer in business.  Bad attempt at humor.
  We paid for new parts, not modified via grinding tool in our driveway!  Further, *** asked five times to speak with a GM and/or owner.

  Your unapproved modifications place my family in danger.  Not acceptable.

  
  Sincerely,
  
  *****************************

  

  Business response

  03/10/2023

  *********************, I think there is some confusion here.  There is the manufacturer of your elevator, *******, and then the company that installed your elevator.  Rarely they are the same, usually they are different companies.  The manufacturer, ******* Elevator, is out of business and that complicates things on 2 issues. We did not install your elevator and we do not know who did, which is why we suggested that you reach out to them in regards to the recall.  

   

  1. The Recall: What it looks like to us is that the elevator was not originally installed to code, which is why you have a significant space gap.  At the time of installation the state of ********* did not require final inspections.  However now the ** CPSC is enforcing the space gap issue and requiring that it be resolved. We cannot work on your elevator until that space gap is minimized.  

   

   2. The Roller Repair: The parts we replaced on your elevator were purchased according to your serial number and through Fox Valley **********************.  They are the new company that purchase some of *******'s remaining parts. The parts that exist for your elevator today are limited.  What we received is the best option you had to repair your existing elevator. Again because ******* is out of business the other option is to have a major modification on your elevator using parts from a company that is currently in business.

  At this time, can you please let us know what resolution you are hoping for?  We received your request from the credit card company as you are now refuting the charges = $2,767.08.  The parts and labor are something that needs to be paid as we did order your parts and put hours of labor into trying to fix the issue.  Again we understand there is frustration with having the manufacturer no longer in business, do you have a contact for who installed your elevator?  

  Customer response

  03/15/2023

   
  Complaint: 19541069
  
  I am rejecting this response because: My frustration is not because a company went out of business as you suggest.  My frustration is with your company extracting thousands of dollars from my family, working on a residential elevator that you knew had a recall, modified new parts, installed modified parts, billed thousands of dollars, then apprised me of the recall!  Trade places-how would you react to obviously deceitful tactics that place my family and visitors in jeopardy?!?  Your currect approach is not ethical, moral, or safe.

  Our preferred "resolution" as you asked:  1.  Resolve recall issue that you knew about.  Fix with unmodified parts.  Offer a reasonable part and labor warranty.  If unwilling, refund all our money, and know that safety concerns were expressed to your *************, your "parts manager," and now to you repeatedly!

  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wheelchair elevator fitted 18 months ago during that time we have had 2 failures components are not suitable for outdoor use service is a joke they come out when they want no emergency breakdown is offered

  

  Business response

  08/02/2022

  ******************, 

  I've reviewed your account and see that we have serviced your wheelchair lift in March 2022 and again in July 2022.  ********** we were able to resolve the issue and get you back up and running.  Please don't hesitate to reach out to me directly if there is anything else we can help you with at this time. As needed I will address this with our team at our next service meeting, and bring this to the attention of the service operations manager. We want to do our best to ensure you are satisfied with the operation of your wheelchair lift.  

   

  Thank you, 

  *****************************
  
  Director, Customer Experience
  ****************************
  

  
  
  
  

   

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January of this year, I called DME about a strange sound when using my StairLift. We scheduled an appt. A day or so before the appt. I was informed travel costs had doubled. I canceled the appt. and managed to get another DME provider to come out and check the chair. He managed to stop the strange sound that day by cleaning the equipment only. That technician has informed me that he cannot get parts for my elevator so he can't work on it. I am a Retired RN and worked in the field for 25 years. I am fully aware of fair mileage charges. It appears mileage is based on THE round trip to each person for that day The accepted way for mileage to be reimbursed is mileage to first visit, then mileage to second visit, etc and then mileage back to the starting point. and divide that total between the number of stops made that day. It appears the company is gouging disabled people. I'm aware they have the right not to supply their parts to other companies, I'm just concerned that their way of charging for the trips is done fairly. And that the company is aware they are dealing with people on fixed incomes people are on fixed incomes.I do know what the costs of fuel are right now.

  

  Business response

  08/03/2022

  ********************, 

  I'd like to clarify our pricing please know this has been given extensive thought by our management team. The way we have determined our trip charge is in fact by taking the number of miles our technicians drive and dividing those costs evenly between the number of stops made to get an average.  That is what then helps us determine the "going trip charge rate".  This is reexamined every year. Our CFO has developed an extensive model that incorporates fuel, insurance, fleet maintenance, etc to come to a trip charge rate.  Our rates are set based on 12 month averages. This is contrast to how some companies operate.  We do not think it is fair to have fluctuating daily trip charges based on a specific day's schedule. One customer should not be charged a higher trip charge because it just so happens that the service technician needs to travel from Bourbonnais to ******** that day. We find that taking the average over the year has a better advantage by being more predictable and budget friendly for our customers.  Please know that we understand that many of our customers are on a fixed budget and as such we have kept our service rates flat since 2016 for our residential accessibility customers. I looked into your account and I do not see any service or maintenance performed on your stairlift since it was installed in 2018. If you are still in need of help or if there is something else I can assist you with please do not hesitate to reach out to me directly. 

   

  Thank you, 

  *****************************

  Director, Customer Experience

  *******************
  
  
  

   

  Customer response

  08/04/2022

   
  Complaint: 17420241
  
  I am rejecting this response because:

  My Stairlift just had a little noise.

  2 reasons:   #!  Mileage calculation?  The original business card from the salesman provides a business address as *****, **.  The response to my complaint ****** travel between ********, ** and Bourbonnaise, **  One way mileage between ******** an Bourbonnaise is 151 miles; between ***** and Bourbonnaise, ** is 56 miles.  

  You say there are no trips documented to my home.   I scheduled a trip for late January, 2022 and was given one trip fee.  I was called the day before the trip and told the mileage had doubled.  I canceled the appt.

  I found a local person to look at the Stairlift  He did not do anything that day, just assess the situation.   He told me your company does not release parts to independent companies but he would look into finding parts from another supplier.

  After a couple months of not hearing from the gentleman I called his office and was told only that they cannot service my stairlift.  That's when I contacted BBB.

  My stairlift is working.    You have a captive audience.  In more than 4 years the stairlift has served me well.  I have no complaints about it.   I am not convinced that you are concerned with maintaining your equipment at a fair service and mileage price.   Your homebound customers are on a fixed income.   I would be happy to wait for service until you have another appt in my area.
  
  ****************************************************

  

  Business response

  08/08/2022

  **********************, I'm sorry to add more confusion to the situation.  My explanation of having a technician travel from ******** to Bourbonnais was an example of having pricing based on the technicians daily route which is what I thought you were asking for, rather than pricing the travel on the average mileage over the year. We do not feel it is fair to charge based on distance to and from your house on the day of service as that is very unpredictable for the customer.  Our technicians travel great distances each day as we cover a very large territory and traveling from ******** to Bourbonnais in a day is a very realistic scenario.

   I do see that you called on 1/31/22 and the appointment was later cancelled.  Besides that call your stairlift has not been serviced by us since your install in 2018.  Whether it is by us or someone else we also highly recommend having your stairlift maintained at least one a year to ensure it is safe and reliable. It looks like we attempted to contact you several times in 2019 through mail and phone calls in regards to maintenance.

  The trip & labor rate for service in ******* was $265, that would cover up to 1 hour of service.  Unfortunately looking at your notes it looks like the original price quoted to you was $185, which was mistakenly quoted by a new employee. That is why the rate went up prior to the visit.  However, I will honor the $185 rate should you wish to have service performed. Each additional 30 minutes is $55.  Please know that this does not include parts.  Your warranty expired in March 2021, with the exception of the motor and gear box which is a lifetime warranty. 
  

  I'm happy to hear your stairlift has served you well over the last 4 years. 

  I have a note in your account to honor the lower rate for the next service visit.  Again if you have any concerns please don't hesitate to reach out to us directly. 
  

   

  Thank you,

  ******** Probst 
  

  ***************** 

  Customer response

  08/11/2022

   
  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.
  
  *****************************************************

  Since my Stairlift has never been serviced in 4 years I do agree it should be checked out.  I am happy with the quality of equipment I got from you.  The fact that I live alone and youngest grandchild in the area is ************************************************************************************ good condition.  

  I will schedule within the next month.

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