ComplaintsforBlackburn's Physician Pharmacy Inc.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a double amputee, I've been waiting for my wheelchair ?? to be repaired. I've been waiting well over a month. I don't have no wheelchair at all,don't know when I'm going to do. I've been calling and calling them, but always get an excuse. I've had four motors put in this new wheelchair in the past year. Can someone please help me

  Business response

  04/26/2024

  April 26, 2024
  ********* ** ********
  

  Dear BBB Representative, 
  
  This letter is to address your complaint about the recent repair of *** ****** power wheelchair.  I would like to apologize for the wait you have experienced.  We currently only have 2 full-time qualified repair technicians on the road traveling to customers’ homes to complete repairs.  
  
  In summary, you requested a technician evaluate your power wheelchair specifically the armrests, batteries, and lap belt for needed repairs.  The technician replaced your joystick and lap belt at the scheduled service call, and we have ordered you a new joystick mount.  As far as the replacement of motors in this wheelchair,those motors were replaced under warranty.  Our Pride representative was involved with the motor issue as well.  The issue with the left motors occurred while you were a resident at a facility.  It appears there have been no further motor problems now that you are no longer in the facility.  As of today, we now have the additional parts to repair your current issues.  We have not heard from you in our attempts to get information from your physician to approve these latest repairs.  Our team will reach out again today to see have any updated information so that your physician can authorize the repairs.  
  
  It is our goal to keep our patients mobile and do our best in completing every repair as quickly as possible to eliminate down time for our patients.  Also know we do have a service technician that is in-house available to service your power wheelchair as well Monday - Friday.
  
  If I can be of further assistance to you, please do not hesitate to contact me.  We look forward to maintaining your mobility needs and servicing your power wheelchair in the future.
  
  Beth W******* Manager
  Blackburn’s Service Center

• Initial Complaint

  05/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wheelchair needs repaired and I’m sure like alot if other people I’m immobile without my wheelchair, when I first called it was almost a week of waiting for someone to call me just to come and analyze my problem but I know it’s the drive motor so I called back and a man contacted me and agreed from what I told him it was the motor and he told me he would order 2 of them because they don’t just replace one which is ok but it’s been about two weeks since that happened and when I call to inquire the ladies is the office are so rude and they make it sound like I’m bothering them but I need my chair repaired, the one lady even told me when there is someone else in your area that needs help we will schedule you then because we just don’t travel that far for one service call, it’s been about 3 weeks total and I never got a call and I know if I go on Amazon I can order same parts and have them delivered next day so I don’t see the holdup, I’m missing appointments, I can’t go to the store for food, I’m stuck in my home because my chair isn’t being repaired in a timely fashion and I now realize i am at this companies mercy, I don’t even know for real if any parts have been ordered, I need my wheelchair fixed and I don’t think disabled people should be treated like this.

  Business response

  05/17/2023

  On 5/1/23, customer called to place a service request for his chair as 'the right wheel drive is squeaking/grinding and his joystick needed checked'.  The repair representative issued the note/call tag in our system.  On 5/4/23 this same repair representative took another call from this customer who explained that he didn't need an evaluation, he knew what the problem was and that we needed to simply order a new motor. This customer spoke to our lead repair technician about the issues and they agreed that he would indeed need the motor(s) replaced.  Two replacement motors are needed due to the age of the wheelchair.  Two quotes were procured for the motors and the motors were then ordered on 5/9/23.  The motors were received on 5/10/23.  The customer is being contacted so that the replacement of the motors can occur the week of 5/22/23.  The replacement will take place in the customer's home.  

  Customer response

  05/20/2023

  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.] I did get a call and they are coming in Monday the 22nd but I called them on the 12th and they told me they ordered the parts, according to what they are saying here they got the parts by that date so they are lying, why? I guess the rude lady that I talked to wasn’t reprimanded either, people need to learn how to treat their customers, I hate feeling like I’m bothering somebody because I need help with their product, by the way I got a bill from them and talked to agent there, she was an absolute Angel, the way everyone should be who works with the medical field.
  
  Regards,
  
  ******* ********

*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. ↩