ComplaintsforREQ

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a brand new Invacare Aviva wheelchair from REQ in October. Within a month I started having electrical problems with it, so a rep came to my home and tried to fix it. The repair lasted a couple of months and the same problems started to occur. As I’m driving the chair will just shut off. I than brought the chair to REQ they worked on the chair for a couple of hours and I was told they had to order some parts. At this time the chair is unsafe to use. I live in the city and it is very dangerous when the chair shuts off in the middle of the street. I have called REQ on many occasions to try to resolve this problem. I also contacted the company that makes the chair and they had told me REQ has not even called for any parts. I don’t understand why REQ would lie about this. I depend on my wheelchair every day! Please help me with this problem so I can enjoy the summer with my $40,000 wheelchair. Yes this wheelchair cost $40,000 the amount of two new cars. This will be the third time I have been there for this electrical problem. At this point in time you would think this wheelchair would be considered a lemon.

  Business response

  07/14/2022

   Good afternoon we are in receipt of your complaint from one of our clients.  Please be aware that I have called Mr ******* twice. He explained to me that he wanted to wait till the bearings came in prior to continuing the diagnostics regarding his power w/c shutting down.  These were 2 very separate issues.  When he called regarding the chair shutting down we immediately got the Mfg Rep involved. The mfg rep spent 7 hours at mr ****** home with him driving in his home and outside.  The chair did not shut down under any conditions.  The chair needs to come into our shop to diagnosis with the mfg tech at the factory over the phone with our senior technician.  There is a process that must be followed to try and identify why this is happening,   The issue about the bearings came much later.  No matter mr ****** made the decision to postpone an appointment regarding the shut down of the chair until the bearings were here and able to be replaced.  We have been on hold with the mfg to confirm that they have shipped, but have been on hold for over a ½ hour .  we have sent an email and are waiting to hear.  I will continue to be in touch w/ Mr. ****** daily. 
  Thank you for bringing this situation to our attention.  We can be reached at 603-645-5200 
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