We have dealt with Jackson Medical for many years, and my wife's parents for many years before that. We had purchased, and had them install, a total of four stair lifts from Jackson Medical over the last five years, and they had provided service over this time.We returned to our condo. in St Paul, from Arizona, on Tuesday April 2, from a 3 month absence in Arizona. Two of our stair lifts were out of commission, for reasons that we could not diagnose, so we called Jackson Medical for advice. We spoke with our usual representative, Howard, who said he would come by tomorrow, Wednesday April 8, and that he would call us around 9 a.m. next day, April 3. He did not call, so the next day we called JM again, left a message for him, which was ignored.The real problem is that my wife is disabled and finds stairs, after about three, essentially impossible. So to be ignored like this, after many years of being customers, is amazing.
We have no intention of dealing with this business again. We wish to draw the attention of the BBB and therefore the public to this business' striking lack of attention to old, and supportive, customers.
Business' Initial Response
****** and ****, first I want to sincerely apologize for this situation that left **** in a tough spot for a few days. I have spoken with ****** and informed him of your complaint, he was devastated. You guys have been excellent clients of ours for over 14 years!! ****** said that "****** is one of the coolest clients" that he knows over his 12 years with our company. For 14 years we have been able to maintain an excellent relationship with you guys and we felt horrible that this single event has caused you to throw it all away.
In speaking with ****** he relayed to me the sequence of events from his notes: ****** received a message that you had called on Wednesday April 3rd and needed service. ****** retuned your call the evening of April 3rd on his way home, in his vehicle, and you guys had a conversation about your equipment trouble. ****** said you made a decision to just get new batteries, so ****** told you he would call you the next day (Thursday April 4th) to set up a time to come out. ****** admitted that April 4th became an extremely busy day taking care of a multitude of clients, and because he had spoken to you the night before from his vehicle he had not brought his note to call you back from his vehicle to his desk. So he did not call you back on April 4th. On Friday April 5th ****** retrieved note from vehicle and called you back but was only able to leave a message. He did not hear back from you on April 5th. ****** also said he did not receive any voice messages or notes alerting him that you called again. ****** again called you on Monday April 8th, and was able to speak with ****, who was in good spirits, but informed ****** that she had gotten everything taken care of and she didn't need him to come out. ****** did not have a clue that **** or you, ******, were upset or frustrated at that point.
Today I read your complaint to ****** and it caused him great pain. ****** truly enjoys you guys and has always looked forward to assisting you when you have been in need over the last several years. We know that for 14 years we have been able to serve your needs time and time again in a manner that has caused you to continue to call on us time and time again for service and new products, and I can only presume that we have been a good faithful service company to command your patronage for 14 years. Being in this line of business for over 24 years now, we truly understand how important our clients' products are to their daily freedom and independence. Also, we know over 24 years we have not been perfect, but our hearts and minds are always focused on doing our best to serve our clients' needs. We know that even one slip up in 14 years can take a wonderful business relationship, and friendship, with you and ****, and have it come to an end.
Since hearing of your complaint today ****** has attempted to call you back a couple times but has only been able to leave messages. ****** wants to first and foremost apologize for his failure to call you back on Thursday April 4th, and to tell you how sorry he is for the pain and discomfort you experienced due to his failure to call on Thursday. From my perspective as the owner of Jackson Medical, ****** is an awesome team member and is loved by 100's of clients that he has come to know over the years. ****** will be the first to tell you he is not perfect, as is everyone, and like you and me, can make mistakes. And while I appreciated his extra effort to make call backs from his vehicle Wednesday evening, due to the fact that his day was jam packed with repairs, not leaving time during his regular work hours to make call backs, I pressed the importance of putting those notes in his folder so that they make it back to his desk in the morning. And regarding your need to go elsewhere to take care of your service needs, if you send me your costs to get your equipment going I will send you a check to cover it. Me sending you a check is not done with the intent to "bring you back to us" but it is intended to be a gesture of kindness and goodwill for clients who we have been in a relationship with for 14 years, yet we have let you down one time. If you choose to ever call us again in the future and request our services our team will be ready to stand up and be at your service! Our team of techs has grown fond of you guys over the years, and is truly saddened by the loss, that is because we live and operate under the philosophy that the relationship we develop with our clients is more important than the revenue generated.
****** and ****, if we do not hear from you guys again, know this, it has been a pleasure serving you these 14 years, we will miss you terribly, we feel horrible that we did not call you back on Thursday. And as you remember us and speak of our company we hope and trust that the 14 years of great relations, service and products far outweighs the one day ****** did not get back to you. ****** and ****, we have nothing but well wishes for the both of you from here on out.
Thank you again.
**** *******, President/CEO
****** ****, Asst Shop Mgr
**************, Shop Mgr
Jackson Medical Equipment
Mobility & Hearing
Business' Final Response
Dear BBB....this is a letter we recd from ******* and **** Worth, in response to our response. Feel free to verify authenticity with the Worth's. Thank you for mediating this situation - **** *******, Jackson Medical Equipment - Mobility & Hearing
Thank you so much for your gracious letter of apology. **** and I are most grateful and appreciative. We do hope that we can restore our previously excellent relationship.
We must though, for the record, dispute the sequence of events that you outlined. I am not referring to notes for this. We do not make notes on calls to a trusted company, like yours, so this is from memory. Our first call to Jackson Medical was on Tuesday, April 2, in the afternoon and very soon after we returned home, after 3 months away. We arrived to find two stone-dead stair lifts, and so for **** that was clearly an urgent situation. We called and left a message on ******s voice mail, which he returned later that day. He said he would call us next morning, and possibly visit that day, Wednesday. We did not hear from him on Wednesday, so we called again on Thursday. We left a message on his voice mail, and this is the call that was not returned. This infuriated us and we felt abandoned as though by old friends. We felt, wrongly as it has turned out, that Jackson medical was no longer interested in our business.
Our feelings and impressions of ****** are mutual, it would seem, because he is not only the most reliable service person in our experience, but has also become a friend, who can sort out most problems, and there aren't that many, over the phone. If a visit is required he is prompt and reliable. He is a great guy.
We have to think that something unexplained happened with our second phone call. We know that we made the call. We also know that ****** would not willingly ignore it. But something must have happened which, I am sure, we will never know. At all events we are all human and no-one is perfect. We do realize that there was no ill-will here, on either side, so we would be very happy to accept your generous offer to pay for the service call to fix our stair lifts. We will send you the receipt in a few days when we are back in St. Paul Henceforward we would be happy if we could continue as your clients and ****** could continue to be available to service our stair lifts.