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Complaint Details
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Initial Complaint
09/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Two months ago I took my grandmother to buy her a ****** with wheels. I told the consultant price wasnt a problem. My grandmother found the middle priced one because of comfort. I asked if she had issues with it could we bring it back for an exchange and they went on to talk about lifetime service on her device. I left very happy with our $300 purchase. Two weeks ago my grandmother was going down the sidewalk at the ********* hospital. The small check in between panels cause the front wheels to catch and tip the whole ****** over. My grandmother fell over it as well. Then I fell on top of her. We are both bruised and scratched up. I went in and begged to be apple to upgrade to the less comfortable one and showed her all the wounds and no one seemed to care. They got smart and told me that we didnt go with the higher priced one because of price which was insulting since price was no issue. I reached out to management and owners. No reply. No Im sorry. No service at all.
Business response
10/13/2021
Customer purchased rollator for grandmother 7/30/21
As with all durable medical equipment purchases the sales specialist spent 45min going over how to use the equipment including how to use the safety step to go over bumps/ curbs.
Customer was shown multiple options of rollators and settled on the one that was most comfortable for his grandmother which also happened to be the cheaper model.
Customer came into store on 9/23/21 with his grandmother and spoken to the sales specialist who originally helped him.
Customer stated that his grandmother had fallen while going over a bump/ crack on the sidewalk and that the rollator was defective and should not be sold to elderly people.
Customer claimed to have called three other retailers and all agreed with his assessment of the rollator
The sales specialist sympathized with the customer for the unfortunate accident and assured the customer that we had sold many of the same model rollator over the years and have never had anyone have an issue.
Our sales specialist called the vendor after the customer left to relay the complaint and find out if they had any reported issues
The vendor stands by their product which has not had any issues with this model and they maintain a five star rating on the product
Customer did not bring in the rollator at this time for inspection by our staff.
Customer asked if he could now upgrade to a model more expensive and pay the difference for the upgrade.
The sales specialist told the customer that since the original rollator was used and most likely damaged after the fall that we would not be able to provide him with the swap.
The customer at this point asked to speak to the owner who was not in the office at this time.
The sales specialist gave the customer the name and contact info of the owner and the customer promptly left.
Customer left a voicemail for the owner 9/23/21
Customer proceeded to leave one star reviews on yelp, BBB, ****** 9/24/21 through 9/26/21
Owner received the voicemail on 9/28/21 after the weekend
Owner returned call on 9/28/21 and left a voicemail for customer
Customers mother returned call on 9/28/21 and stated she is a school teacher and would call back after 5pm
Customers mother did not call back after 5pm
Customer returned call 10/6/21 and spoke with the owner
At this time the owner and customer agreed on a refund and the customer would bring in the equipment on 10/12/21 for a full refund.
Customer did not show up on 10/12/21 and did not contact the owner or the store as previously agreed upon for his refund.
Refund will be issued when and if customer returns rollator.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.