Business ProfileforLawton's Drug Stores Limited

I broke a brake on NY wheelchair and was told it would be 5-7days to get one in. I had to ask about warranty, which it was covered. ***** ******** was going to charge me for it. I took 2 weeks to get here. This caused a drastic decline in my mental health. *** Briggs, the manager, had to resolve the problem for me There is poor ommunication and no one should have to wait that long to have a necessary mobility device fixed.

We are sorry to learn that Mr. Taylor is unhappy with the service he received from our team at Lawtons Home Healthcare (LHHC).  We view Mr. Taylor’s experience as an opportunity to learn how we can improve the products and services we provide to our customers. We first learned on May 10, 2023 that one of the brakes on Mr. Taylor’s product was not working.  In order to better under the process undertaken to conduct this repair, we are providing the following timeline of events that transpired:

Wednesday May 10, 2023:
Mr. Taylor and his mother first contacted LHHC. Our LHHC team member asked them to send us a photo of the broken part.
Thursday May 11, 2023:
While waiting for the photo of the broken part, our team member retrieved the serial number of the wheelchair from our admin system and subsequently reached out to the Manufactuer (Motion) for the part number.
Friday May 12, 2023:
LHHC received a photo of the broken part of the chair. Our team members checked to see if our Dartmouth location had this part in stock.  Unfortunately, the part was not in stock.  Next LHHC proceeded to contact the manufacturer to clarify the serial number and verify if the product was still covered under the warranty.  The rep for the manufacturer informed LHHC that the warranty period for this product had expired.  LHHC requested a favor from the manufacturer to have the warranty cover this part based on goodwill between the LHHC and the manufacturer.
Monday May 15, 2023:
LHHC received confirmation from the manufacturer that the warranty for the product would  be extended and the part was shipped by the manufacturer to the LHHC’s Dartmouth location.
Friday May 19, 2023:
LHHC received the new part late Friday afternoon before the Memorial Day long weekend.
Tuesday May 23, 2023:
LHHC called Mr. Taylor to inform him the parts had been received and that LHHC would be able to replace the part the next day, Wednesday May 24, 2023.
Wednesday May 24, 2023:
Mr. Taylor's wheelchair was repaired.  LHHC contacted Mr. Taylor via telephone to confirm that the repairs were satisfactory. LHHC Rehab Manager Ken Briggs also emailed Mr.Taylor and encouraged him to contact him directly with any concerns or questions he may have. 

Please advise if you require any further information.  We feel that we expediated this repair as soon as possible given the circumstances and availability of other parties involved, including the part's supplier and also the part's manufacturer.  Mr. Taylor is a valued LHHC customer and we hope to continue working with him going forward.