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BBB Accredited Business since

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Description

This business offers retail sales of hospital/medical equipment/supplies, auto hand/foot controls, wheel chair lifts/ramps and disability access equipment.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Access Unlimited meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Access Unlimited include:

  • 18 complaints filed against business

Factors that raised the rating for Access Unlimited include:

  • Length of time business has been operating.
  • Response to 18 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

18 complaints closed with BBB in last 3 years | 12 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 6
Guarantee/Warranty Issues 0
Problems with Product/Service 12
Total Closed Complaints 18

Additional Complaint Information

BBB reached out to the business with concerns about a pattern  of complaints concerning Access Unlimited's customer service.  Consumers have advised BBB once they order and pay for the product in full they are promised delivery by the company within a 6- week time frame.  The 6 weeks turns into 7, 8, 9 weeks with no product.  Consumers who then decide to cancel are left waiting for their refund for an unreasonable amount of time with no explanation from the business.

The business answered BBB with the following condensed response:


Access Unlimited is unique even within the market of equipment for people with disabilities in that our products are uniquely crafted for each consumer and each make and model of vehicle. We clearly indicate this information with every order.  The advantage of this business model is that we are able to provide solutions that are highly customized to each disabled consumer's needs. The disadvantage of this model is that customized solutions are inherently difficult to plan from a production-planning perspective, and take longer to build. We have worked with the Better Business Bureau in the past to do a much better job of informing our consumers of the fact that production times for customized products are inherently difficult to predict.

That said, we do feel there is and has been significant room for improvement in our company, and have taken concrete steps to improve our results:

 First and foremost, in September we hired a customer care manager whose sole responsibility is to track production and maintain consumer relations for any production that is deemed by our production coordinator to be at risk of being behind schedule or behind schedule. She has over 15 years of experience in customer service, and maintains regular contact with consumers, advising them of any existing or potential delays and expected delivery times or resolutions.  To address production capacity concerns, we have added approximately 30% to our welding and fabrication staff in the last three months through hiring and reallocation of staff previously involved in different parts of our company.  We have expanded our available square footage by nearly 40% in the last three months to alleviate space constraints and allow our production to flow more smoothly.  To address concerns regarding accounts payable, we recently added two new administrative staff which allowed us to move accounts receivable/accounts payable from a part-time position to a full-time position.

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Access Unlimited
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: October 12, 2001 Business started: 01/01/1993 in NY Business started locally: 01/01/1993
Type of Entity

Sole Proprietorship

Business Management
Mr. Thomas Egan, President Mr. Walt Huber, Sales Manager/Contact
Contact Information
Principal: Mr. Thomas Egan, President
Business Category

HOSPITAL & MEDICAL EQUIPMENT & SUPPLIES WHEEL CHAIR LIFTS & RAMPS DISABILITY ACCESS EQUIPMENT AUTO HAND & FOOT CONTROLS

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

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