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Complaint Details
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Initial Complaint
08/04/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am a very sick person. I have a *********** since ****, and had a very hard surgery in 2008 on my spine, because of scoliosis. I am on ********* ******** payed to install a chair lift inside of my home, so I can move to the second floor. It was in 2013. Accessible Systems was the Company, who installed that system for me.The chair lift is broken since the beggining of the 2021. Because I am on ********, I contacted my case manager Nikkolett Boca for help. Final, after many months, the ******** approved payment, but Accessible System does not do anything to install a new Chair lift system in my home. They do not answer my messages, no telephone calls. I do not exist for them. I am ecxosted to ***** the stair, up and down.Please, help me to install, finaly, system in my home.
Business response
08/25/2021
Accessible Systems genuinely cares about the safety and well-being of its customers. Please know that we take these matters seriously and with care. We first received a phone call on 3/26/21 for technical issues with the stair lift not going all the way up the stairs in the customer's home. On 4/8/21, we responded to the service call after receiving the State's approval they have their own process and it took this long to attain approval and we got the stair lift working. On 4/12/21, we received another service call for the same problem as before. We responded to this service call on 4/15/21 at no charge. Considering the fairly recent and prior service call, we felt this was the right thing to do.
On 5/10/21, Accessible Systems' front line received another call about the customer experiencing the same issue as the last couple months. At this point we reached out to the manufacturer of the lift for tech support and they suggested we replace the main carriage. We then worked with the case manager with the State of Colorado, which is typically the recipient's responsibility, but we knew how frustrated the customer was so we wanted to help as much as possible. Accessible Systems received approval from the State of Colorado to move forward with replacing the carriage during the first week of August. We took a lift from our stock and installed the replacement lift on 8/12/21.
On 8/23/21, we got a new request from the customer to replace the remotes since they were older and wearing out. We are scheduled to be out again on 8/25/21 to follow through to get this to completion. I feel we go above and beyond as much as we can to serve our customers, but we have very little to zero control on receiving State approvals. Unfortunately, most people do not understand the ******** process. We do our best to educate them, while providing exceptional service, along the way.Initial Complaint
06/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My response is too large to fit in this field. A Word document is attached. Thank you.
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.