ComplaintsforAccucare Home Medical

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited this store in my community several times before I made a decision on a lift chair. They said they would order informational literature regarding the lift chairs.. I did order a lift chair that was not displayed on the floor because they said it was " a sister chair of the one that I liked" The chair was delivered on 11-23-22 and it was not a good fit for me. the store was closed 11-24 (Thanksgiving) through 11-28-22. I had surgery on (11-28-22). My son called on 11-29-22 to let them know that we wanted to return the chair, no one was sitting in the chair. AT THAT TIME, they told us that there would be a 20% restocking fee for the return of the chair. NO ONE ever mentioned this very important Detail. The sale paper and /or receipt did not have this information on it! $378.00 dollars is such a lot of money for a senior citizen to loose or anyone else as well. There was NO informed consent so that a decision could be made properly. They were very unkind regarding this issue. Pick up was delayed three times before they picked it up on 12-2-22. I would not have purchased from this store had I known that that was the case. 4378.00

  Business response

  01/17/2023

  We are sorry to hear that our customer was dissatisfied with her experience at Accucare! We strive to
  accommodate the needs and preference of our customers. Accucare is a home medical equipment
  company and is one of a few medical equipment companies that will accept a return at all on a special
  order lift chair, which is what was requested of us on the transaction in question.

  With a salesperson, the customer picked out, sat inand found a chair she liked in our showroom but
  wanted to special order a color we do not stock, Ocean Blue. When the chair arrived, our customer
  came back and sat in the chair again and paid for the chair in our store, prior to our delivering it to her
  the next day. She then decided she wanted to return the chair and called our office to initiate a pick up
  and return.

  Many companies have zero return policies on special orders and especially on large, delivered items.
  Accucare imposes a 20% restock fee. That policy is clearly posted in our store in several places including
  at both registers. The restock fee covers some of the costs of delivery and pick up, and the loss on the
  chair itself as we cannot sell that chair again as new. The customer recoups the bulk of the purchase
  under Accucare’s policy.

  Our customer is correct, it did take us 2-3 days to pick up her chair; we find that to be a reasonable timeframe for a medical equipment company to complete a pickup. Many medical equipment companieswill not even deliver a lift chair; for example, our local **** **** has no delivery service on lift chairs.

  We hope our customer will feel free to reach out to us at our store; we will be happy to talk with her
  about the transaction and what we might do to allay her concerns. 

  Customer response

  01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  This does not address the issue of the very unreasonable fee charged to my account of 378.00. No one mentioned anything about a “special order” only that the size of the chair(medium) was not available in the store but could be ordered.  My salesperson made the transaction at the register where I heard him ask the female employee about a discount on the chair in question….she was very loud and told the salesperson that there would be no discounts.  The salesperson brought the paper work over to me to sign while I was trying to figure out the remote control settings of one of the chairs.  (My salesperson suggested that I relax and he would bring the paperwork to me.)  Still no mention of a 20% restocking fee.  The chair was in excellent condition as no one sat in it but perhaps one hour….I had surgery on 11-28-22 and over the Thanksgiving holiday I was previously engaged and no one sat in it.  This Accucare store is  approximately one half mile from my location… even if we delivered the chair back to the store they would still have charged this Enormous fee, not to mention how rude their response was.  I would consider a decrease in the amount of money that they are taking from a senior citizen in this time of inflation and fixed incomes.  I would consider a 100.00 fee to Accucare to resolve this issue.  In all of my visits to the store I did not see any such signs of a restocking fee because I would not have done business with them.Thank you for giving me the opportunity to respond.  Not even on the contract that I signed, did it state their return policy.
  Regards,
  
  ****** ******

  
  
  
  
  
   

  Business response

  02/15/2023

  Tell usGood Morning,
  
  Thank you for contacting us regarding the Complaint filed by our customer, ***** ******.
  
  We strive to accommodate the needs and preference of our customers.  Accucare is a home medical equipment company and is one of a few medical equipment companies that will accept a return at all on a special order lift chair, which is what was requested of us on the transaction in question. We agreed to accept the return but advised our customer, ***** ****** that the 20% restocking fee would be applied.
  
  With a salesperson, the customer picked out, sat in and found a chair she liked in our showroom but wanted to special order a color we do not stock, Ocean Blue.  When the chair arrived, our customer came back and sat in the chair again and paid for the chair in our store, prior to our delivering it to her the next day.  She then decided she wanted to return the chair and called our office to initiate a pick up and return.
  
  Many companies have zero return policies on special orders and especially on large, delivered items.  Accucare imposes a 20% restock fee.  That policy is clearly posted in our store at both registers.  The restock fee covers some of the costs of delivery and pick up, and the loss on the chair itself as we cannot sell that chair again as new.
  
  Our customer is correct, it did take us 2-3 days to pick up her chair; we find that to be a reasonable time-frame for a medical equipment company to complete a pickup.  Many medical equipment companies will not even deliver a lift chair; for example, our local **** **** has no delivery service on lift chairs. 
  
  We hope our customer will feel free to reach out to us at our store; we will be happy to talk with her about the transaction and what we might do to allay her concerns.  If your office or our customer wish to discuss this further, please do not hesitate to contact our store.  In addition to myself, please contact ***** ****, an owner of Accucare or ***** ****, our Purchasing Manager.

  THE BUSINESS CONTACTED THE BBB AFTER SUBMITTING THIS RESPONSE AND HAVE ALSO OFFERED THE CUSTOMER A REFUND OF HALF OF THE RESTOCKING FEE IN THE FORM OF A CHECK TO RESOLVE THE COMPLAINT. 

  
  Sincerely,
  
  
  ***** ******
  Accounting
  Accucare Home Medical Equipment Inc

  Customer response

  02/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** ******
  
  
  

  Customer response

  03/30/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has stated they have not received the check that was supposed to be sent by the business. 

  Customer response

  04/26/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has confirmed that they have received their refund check and consider the matter resolved. 

*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. ↩