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Complaint Details
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Initial Complaint
04/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
***** **** came and sold me a chairlift from Handicare US office ***** ***** ***** *** ***** *** ***** ************. contract enclosed below I wrote him a check for 500.00 . He needed another 7ooo.oo to order lift. I said I wanted to change the flooring so he said when we are ready to call him back. We did .and he came put markers on floor and took pictures. I told him I did not want chair stopping in front of window that I would move glass unit I had in corner. He wanted the chair to go back to 1st landing to charge he said chair folds up flat agence the wall . OK 1st problem chair does not fold flat and nobody can pass by. OK problem # 2 now chair stops by window. Now he keeps sending me all these crazy text asking for all types of money. I never signed off on video he was suppose to show me. He needed to send Handicare video so they put in stops. He never came back with video to show me and to sign off on it, which I never did because he came back with the rail. Now I called Handicare main office 3 or 4 times took a week for the area rep Tim Huber to respond to me and telling me why are you calling me I cant help you. I wish I had that conversation on text because he was very rude. I gave ***** **** 7500.00 and I don't have a rail or the chair I have nothing in my house and I'm out 7500.00. I also included ***** ****** texts asking me for all different amounts. I will take Handicares advice and take him to court. thank you for listening ****** *****
Business response
05/11/2022
Handicare utilizes a dealer network to distribute our stairlifts in the North American market. Much of the concern voiced in this compliant are related to sales process between the dealer and Mr. *****. There are a few product specific concerns voiced. The first relates to the chairs ability to fold. Handicare chairs do fold. Folding the chair will provide an additional 4-6 inches of clearance on average. Stairlifts ride on a rail mounted on the stairwell close to the wall. The chair is mounted on a support attached to rail. Folding the chair will only make the complete lift flush with the chair support mounted to the rail.
The second product concern is related to where the chair stops. Based on the approved configuration from the dealer for Mr. ***** lift, the lift can stop at three points. The foot of the stairs, the top of the stairs, and on the fist landing. The stopping locations are determined between the dealer and customer. The approved configuration is used to produce the lift. Handicare has provided a lift that meets the specs of the approved configuration.
Another point of concern is voiced around the approval process. Handicare produced this lift for the dealer based on the approval of the dealer. We are not a party in the approval process between the dealer and end user.Initial Complaint
03/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Invoice date 3/22/2017- #*****, but my warranty is still active for the motor and gear box--my motor stopped working about 5 months ago. The chair was installed by Ramp Now, whom I originally contacted, and was redirected to contact Handicare. I have attempted contact numerous times, within 5 months, where Handicare states they'd call me back, or that the motor was ordered but is on backorder. Please repair the motor in my chair.Business response
03/25/2022
Handicare’s Homecare division sells Handicare merchandise to our dealer network. Our dealer network sells our products to end users. Our warranties are issued to the dealer purchasing the product from Handicare. If a consumer has a product concern, they should work with the dealer the product was purchased from. The dealer will evaluate the situation and place warranty parts orders with Handicare when applicable. Handicare will provide the warranty parts to the dealer. Our warranties are consistent with industry standards covering the cost of parts for warranty items. Our warranty does not cover service-related cost.
On occasion consumers will contact Handicare for assistance. When this occurs, our team refers them back to the dealer they purchased the product from or attempts to help them find a dealer in their area.
The customers account with RampNow is not active currently. We are happy to provide alternative authorized Handicare dealers in the service area. If an alternative dealer is hired, we will support them in addressing the clients concern with any applicable parts needed in the same manner outlined above.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.