ComplaintsforMiller's Rental and Sales Company, Inc.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This establishment charged over 30,000 dollars for a power chair it’s less than 6 months old nothing but issues with it they sent a tech **** today that was very abusive and hostile to me in my own home making fun of me all record with witness

  Customer response

  12/11/2023

  The technician they sent out here his name is ****. He was very abusive and aggressive towards me. I have ptsd this chair is less than a year old, so is my husband‘s yet they made my husband‘s insurance company pay for parts on his chair but yet said it was still under warranty. We got our chairs the same time so I feel like this company is trying to scam those that are disabled. I’m also in a wheelchair due to multiple sclerosis I feel like they are not a reputable company. Also, the parts are falling off my chair and I can send pictures to prove that this chair is not working as it should be, nor has it ever. 

  Customer response

  12/12/2023

  I have a video it’s not allowing me to upload it

  Business response

  12/15/2023

  Please see the attached letter from our Vice President in regards to this complaint.

  Customer response

  12/16/2023

  The receipt for this chair was paid by my insurance anthem I would have to get the original paperwork on it 

  Customer response

  12/18/2023

  I was informed today that ******’s the company I have filed a complaint against so they no longer take my insurance. So they cannot repair the chair. Obviously, this is not the case. My husband has a chair with the same insurance and the same chair and they are repairing his chair, so I feel like this is retaliation against me. I want something done immediately I want a different chair, I called my insurance company that paid for this chair and they said I had a right to ask for another chair 

  Business response

  12/20/2023

  [BBB transcription via attachment]

   

  We received your document detailing complaints from Ms. **** ******* and her wheelchair (originally
  provided on 03/30/2023) that was assigned ID ******** and their experiences with ******’s Rental and Sales,
  Inc. Below is the detailed information and timeline of actions we have taken.

  
  We believe that we have made good faith efforts to provide efficient service to client, keeping her informed
  of processes and steps being taken. Ms *******’s Insurance company’s policies were followed, with
  involvement from physician office. We are in the process of getting the required documentation and
  subsequent insurance authorization for the recent wheelchair complaint.

  
  3/30/2023 – Client received new power wheelchair from ******’s Canton location. At time of delivery, she
  was extremely happy and had nothing but wonderful words for ******’s and the employees that help get her
  this chair. After the technician left the delivery, the client called in for some adjustments to her armrests. An
  appointment was scheduled for the next day.

  
  3/31/2023 – Adjustments were made to the armrests per client’s request. She was satisfied with outcome.

  
  4/5/2023 – Client called and wanted some adjustments made to her chair, which is typical after use of a new
  piece of equipment. This appointment was scheduled for 4/10/23 to address requested adjustments.

  
  4/10/23 – ******’s staff went to home to address her concerns. She was having issues getting in and out of
  the chair. The calf pads were adjusted to allow the foot plates to fold flat. This helped her with transferring
  in and out of the chair. At that time, the client was also reinstructed on the use of the tilt. At that
  appointment, she also mentioned that the back shell was sharp. We rounded and smoothed out the area.
  The client was happy at the end of this appointment.

  
  4/26/2023 – Client called with issues with her Roho Cushion and the new chair. She is experiencing some
  skin irritation and feels the chair is too wide. We scheduled staff to go and assess the client and the cushion
  on 4/27/23.

  4/27/23 -- At that evaluation, ******’s ATP recommended changing the Roho Cushion to a Jay Union Cushion
  and getting her a new back. In getting her a new back, the ATP informed the client that this would shrink the
  chair about 2” in width and may lead to discomfort, but the client was instant that the chair is too wide with
  her current back. At this appointment, client was very friendly, easy going and understanding. Warranty
  parts were ordered same day.

  
  5/9/23 – Parts referenced in prior date were received.

  
  5/12/2023 – New cushion and new back were delivered to client.

  
  12/8/2023 – ******’s received a phone call to schedule an evaluation for a battery issue appointment for the
  client, which was scheduled for 12/11/23. ******’s does not have any phone call from client prior to 12/8 to
  discuss issues with the chair other than the issues referenced below.

  
  12/11/2023 – ******’s Service Tech completed an evaluation at the client’s home. At that time, the issue with
  the battery draining could not be replicated. The Service Tech decided to quote out new replacement
  batteries. The documentation process for the service order started. The Certificate of Medical Necessity was
  sent over to her doctor, Dr. ****** ******. A Verification of Benefits has been completed through ******’s
  with the insurance companies on file. The client had switched insurance providers without telling us. We
  updated our records. We are out of network with the United Healthcare. We will have to obtain a Gap
  Exception Authorization to proceed with these repairs if possible.

  
  12/13/2023 – We have yet to receive the Certificate of Medical Necessity from the physician. We need this
  document to proceed with insurance approval. Once we receive all necessary paperwork we will submit for
  insurance authorization and complete the repairs if possible.

  
  ******’s cannot corroborate client’s concerns regarding staff being abusive and hostile with making fun of her.
  The staff person referenced in this complaint refutes client’s remarks. ******’s has not experienced any
  similar issue with this staff member.

  
  ******’s does not feel we have compromised any care provided to Ms ******* and in fact have provided the
  best possible care as we have addressed all her concerns and made all the adjustments as she has requested
  them.

  
  Please contact me if you have any questions or other concerns

  Customer response

  12/21/2023

   I am rejecting this response because:
  I have spoken to the ceo at permobil ***** ******* ( **** ******** . Mr. ******* stated that this chair is under warranty through Permobil and ******s are going to be contacted by his field officer. Also, they should not be trying to bill any insurance company whatsoever for replacement of batteries when it is clearly covered by Permobil you can reach him and he will be glad to verify what I’m saying. as far as the abuse, it took place verbal abuse and outrage from their employee. It doesn’t matter if he’s never had a complaint before he has one now from me, and I have witness that was here when it took place they have no witness so with that being said, maybe they need to train their staff better. It did happen and the denial of it happening to me. It’s not going to make the situation any better also trying to bill an insurance company for something that’s already covered by permobil The company is fraud. I feel that this company is billing insurance companies for things that clearly are covered by the maker.
  
  

  Customer response

  12/21/2023

  I do believe that ******’s stated that I requested them to come out and do work to my chair shortly after I got it. This is not true. They came out because they built a chair too wide. They cut the whole back of my chair up. This can be verified through Mr. *******. Once again I have informed him of what they did And my insurance company. The insurance company is the one that told them they had to come out and redo the whole chair because they cut it up. There were sharp edges on it that was dangerous to me. Also I could not get out of the chair they did not give me a different cushion they insisted I give them the Rojo cushion back which my insurance company said not to because they paid for it they put a different cushion on because of Rojo cushion was breaking my skin out  After they gave me a very hard time. The reason they put a new back on this chair is because they cut it up a brand new chair, so what they are saying is untrue in their statements, and I can get proof from anthem insurance which I had at the time  Without any problem if need be . 

  Customer response

  12/21/2023

  Also ****** stated it was because I changed insurance company. This is not true. My husband has the same insurance company and they pay for his chair to be fixed so not sure why they would pay for his chair to be fixed and not mine sounds like somebody might be a little confused or perhaps retaliating against me Proof can be provided on my husband’s chair which is under United program to in which they have fixed several parts already on his chair. But yet they state they don’t take United for me same coverage same program.

  Customer response

  12/28/2023

  I still have received nothing from ******’s about my chair. Also, I talked to my doctor he received absolutely nothing from them, requesting anything to be done to my chair. I will be talking to him again on the calls I can provide documentation of needed.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Daughter's wheelchair needed replacement parts. Obtained physician perscription, called Millers on 4/5 to schedule technician for needed parts. 4/18 they were no call no show. Daughter called them the next day and rescheduled for following week. 6 weeks later hadn't heard anything I called and was told they were preparing paperwork to submit to insurance. On 6/2 Millers said that they needed additional paperwork from physician but never sent the request until 6/12. ******** returned info following day. On 6/14 Millers said that they needed more info from physician. 6/26 I called physician office who called Millers . Although Millers had sent the first fax to physician, the second request Millers sent to physician phone number, not fax and didn't realize they now were using a phone number and not a fax number. The physician's office gave Millers the fax number again. Millers sent the fax, it was completed, signed by the physician and returned to Millers within 10 minutes of the physician office receiving the fax. Her physician hss seen my daughter in her wheelchair. The tires have been bald and no tred on them so her brakes don't work correctly. The rubber that is left has small holes. The gel pack in her seat cushion has exploded so now she doesn't even have a cushion to sit correctly. Important feature for someone who requires this for pressure sores and spine support. We are stuck and frustrated. We bought the chair through Millers so no other company will sell replacement parts to us because they only order replacement parts for chairs they have sold. My daughter and I called every durable medical company (58 of them) that were in network with our insurance. We called some not in network for our insurance, but they won't bill insurance unless they are in network. If I sound frustrated I am. A review says millers were able to get PA and approval in less than a week, but it's almost 3 months and they still haven't submitted to our insurance.

  Business response

  07/10/2023

  *************************
  Better Business Bureau
  ****************************************
  *****, ** *****
  Re: Complaint ID ********
  Dear ******:
  We received your document detailing complaints from **************************** and her daughters wheelchair (originally provided on 9/10/2019) that was assigned ID ******** and their experiences with Millers Rental and Sales,Inc.  Below is the detailed information and timeline of actions we have taken.  We believe that we have made good faith efforts to provide efficient service to client, keeping family informed of processes and steps being taken.  Insurance carrier policy was followed, with involvement from physician office.  We have continued to work towards a resolution to provide service repairs to clients wheelchair and since complaint, we have received required documentation and subsequent insurance authorization.  Final repairs and installation of new parts has been scheduled for completion on 7/17/23.
  4/5 Received phone call to Millers ***** location to schedule evaluation appointment for client, which was scheduled for 4/24.  Millers does not have any appointment on record being missed as a no call/no show on 4/18, as referenced in complaint. 
  4/24 Millers Assistive Technology Professional (ATP)completed assessment of current wheelchair at clients home and provided recommendations to facilitate repairs and modifications to wheelchair.
  4/28 Quote for repairs and modifications completed after receiving appropriate documentation from wheelchair manufacturer
  5/2 Documentation process started.
  5/31 Millers received phone call from clients mother requesting a status update for her repairs/modifications.  Mother also added additional repair request at this phone call which required updated documentation and a revised quote request and subsequent revision of quoted repairs, causing partial re-start of documentation process.  LMN and medical document request placed with physicians office.
  6/1 Verification of Benefits completed through Millers with insurance companies on file, in-network benefits active for Medical Mutual and ********.  Millers staff called physician office and faxed required documentation to them. Spoke to physician office staff explaining the medical records required per clients insurance policy.  Millers informed that physician is out of the office for the remainder of week.
  6/2 Millers staff received email from client mother requesting update on process.  Updated provided.
  6/6 Millers staff spoke to physician office to follow-up requesting of required documentation.  Office person at physician office put a message into assistant to see if they can get this documentation completed. 
  6/7 Millers received phone call from clients insurance carrier stating that mother called to let insurance carrier know that Millers needed a letter from insurance carrier that addresses wheels and cushion for client wheelchair.  We stated to insurance representative that this is not the case and that Millers is waiting on documentation from physician office and that once this is received that we will submit for appropriate authorization for repairs.  Millers placed order to vendor for required parts to complete repairs so that once insurance authorization is received,expedited install could be completed.  Shipping ETA 6/30.
  6/9 Millers staff spoke to mother on phone and mother stating she does not know why we have to get documentation from the physician.  We explained insurance coverage criteria and policy requirements to her.  Recommended mother call physician office to help facilitate expedited return of documentation to Millers.  Also explained to her that chair is not on-record with ********.  Explained to mother than chair needs to be on record with ******** and she indicated that it is on record and she did not want to discuss.
  6/13 Millers staff spoke to physicians office and that they were faxing completed documentation.  Documentation received and reviewed by Millers staff.  LMN not completed appropriately by physician.  Millers staff called physician office back to provide instruction on how to properly and compliantly complete required documentation.  Office indicated that they would set it on physician desk to complete.  Partial shipment of parts received at Millers.
  6/14 Millers staff spoke to clients mother discussing what documentation is pending and provided update, as well as getting current wheelchair registered with ********.  Mother states that chair is on record and she no longer wanted to discuss this part of required process.  Completed LMN received later today.
  6/20 Faxed CMN request to physician office.
  6/21 Final parts to complete repair received at Millers. 
  6/27 Spoke to physician office again to request CMN and had to re-fax CMN form.  CMN received later today.
  6/28 Millers staff attempted to submit authorization, but online portal was down.
  6/29 Millers staff successfully submitted authorization to insurance carrier through portal.  BBB complaint received.
  7/6 Received authorization for repairs and modifications.  Called mother to schedule installation of parts and complete repairs, had to leave message. 
  7/7 Spoke to mother, scheduled delivery/install of new parts for 7/17.

  Please contact me if you have any additional questions.

  *********************
  Compliance Manager
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Miller's to repair a chairlift. On 12/21/21 **** and ***** came out and replaced the charger and started charging the batteries. I was told there was some life remaining in the batteries otherwise, they would not charge at all. **** shared with me that at some time in the future the batteries would need to be replaced. I did not interpret "future" to mean the next time I used the chair. (See recommendation on 12/21/21 invoice) I allowed the batteries to charge until the 25th, then rode the chair down the stairs and then started back up. The chair moved for about 2-3 seconds and stopped. This start and stop process continued until the chair was back to its original position. Since it was Saturday, I called the company on Monday morning and told the person who answered the phone about the problem. She told me that **** was there, she shared with him the problem and she told me that he said I would need to purchase batteries. When asked the cost, I was told $136.50 plus a service call of $75.00. I stated that I did not think I should pay for a service call since the repair was made on the 21st and the chair failed to complete one cycle. When I was told that that would be the cost, I asked for the manager, whose name I believe is ******. After some discussion, she would not agree to waive the service charge. I needed to get the chair operating, so I made another appointment for 12/29/21 and I paid the battery cost and unhappily, the service fee. My complaint is the service fee charge which I think should be reimbursed to me.

  Business response

  01/11/2022

  Miller’s would like to reject **** ******* request for a billing adjustment for the $75.00 Service Call charge, for date of service 12/29/2022.  Miller’s affirms the client was made aware of the charges and agreed to the service call.    
  
  **** ***** was fully aware that the batteries were old, over 4 years old, and would soon need replaced.  Our service technician repeatedly told her and even documented it on the invoice of 12/21/2021.  **** refused the batteries on 12/21/22021.   She was told at that time that if we came back out with batteries in the future there would be another service charge.
  
  On 12/27/2021 when **** called for service again, Miller’s customer service representative clearly informed her of the charges prior to the service call.  She agreed to pay and  wanted us to come out and install the batteries.  Our Service Call fee is normally $150 and we clearly met her half way by reducing our fee to $75.00.
  
  Miller’s declares no wrong doing with these transactions.

  Customer response

  01/11/2022

  I have reviewed the correspondence regarding my complaint and while I totally disagree with the company response, it seems the BBB is stating that no other action will be taken by the BBB. So it seems my response is moot.

  
  

  I do, however, want to say that I was told the batteries would last for a while and at some time in the future, they would need to be replaced,. That does not sound like the next time the chair is used. Additionally, I was never told that I was being charged half for the service fee. I was told that was their fee for coming back out. I had them come out because I was caught between a rock and a hard place and needed to get the chair operating.

  
  

  So I understand that the BBB is finished with my complaint, but I would like to have my complaint published in the file for this business.

  
  

  Thank you very much for your consideration.

   

  Live Today Like It's A Gift (it is)
  **** ***** *****
  ************ Cell

  ************ HM

  
  

*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. ↩