ComplaintsforDees Medical Services LLC

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchase a power lift chair from this place for my mother In law to which I'm her primary care giver. We have had the chair for less than six months and it has broker down. We have waited almost a month for this company to fix it and we keep getting the run around and no return calls back to us. Meanwhile my mother in law who needs this chair to elevate her leg is suffering with legs getting more swollen and having to sleep in this chair without being able to recline in it. We were actually told from the State (outreach or Irisis) program rep. they blame my 86 year old mother in law of wrecking the chair by accusing her of sitting on the foot portion and bending the mechanisms. I put in a call yesterday and have yet to get a call back from an employee call ***** (its a lady) but ironically today my wife got a text message that the part of the chair was ordered. This chair has been broken for a month and for her to not have it being a medical necessity is a terrible shame for her to be without it. She uses this chair as a bed and its ***** for her health keeping her leg elevated. This business is in no hurry to help this situation and more importantly be selling or dealing with medical equipment since they have terrible customer service and take weeks to solve the issue for a person that depends on this for good health. This has also been reported to the medical people that take care of her at ****************** in ********* and the visiting nurse that comes and checks on her monthly. Please help this poor lady in getting a resolution for her chair. Thank you

  Business response

  10/27/2022

  this is in response to the letter of complaint ID ******** you received form the Modesti family of ************************* regarding our customer service.

  
  

  **** Medical delivered a Pride Mobility Atlas PR985M to ******************* in April, 2022 of this year.  On September 6, 2022, we received a call from ************************* that her mother's chair was not working properly.  The next day, September 7th,  our delivery technician drove to Racine to assess the lift chair.  In the meantime an email had been sent to Pride regarding the phone call to determine if it was a hand control issue.  On September 8th, photos of the damaged chair were emailed to Pride.  On September 12th, we spoke with ***** and informed her that Pride was ordering the replacement parts and will be scheduling an appointment to repair the chair.  **** Medical does not guarantee the warranty on lift chairs, Pride Mobility is the manufacturer.  As a courtesy to our customers, **** Medical goes out and makes assessments.  On September 13th, Job #******* was set up by Pride Mobility.  The consultant for ************************* was made aware that Pride sends their own technicians to repair or replace lift chairs.   We were in constant contact with the consultant regarding the follow up on the parts on back order. When they came in, the Pride technician scheduled an appointment and replaced the lift frame and motor on September 26th. 

  
  

  A lot of customers do not understand the logistics of setting up a home repair visit and expect that a technician is "on call" with all of the parts in stock, but that is not practical. 

   

  **** Medical responded to the call from the customer within ******************************* the same time period.  **** Medical is not the guarantee on the warranty.  After Pride received the photos of the damaged chair, they set up the job, ordered the parts and repaired the chair in a timely manner.

   

  We offer excellent  service to our customers and this complaint was not warranted.

   

   

   

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