Complaints

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• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When the service technician came I told them I needed new batteries because my wheelchair was running out of power. And I rely on it to get around. They looked at the chair ordered batteries and put them in . Only to have the batteries fail because they put in batteries with posts and the chair required screw in type batteries. So when they failed they came out and replaced them the first time. Then the batteries they replaced them with also failed After about 6 months. So first I contacted another company to have them give me a second opinion. They first asked me for the serial number of my chair. Which the first company never did. And told me after they looked at the batteries that they had put in the wrong ones for my chair . There are three types of batteries for my chair. When I called and asked the first company to honor the warranty they said they wouldn’t because when they came out to replace the batteries the second time they said there must be some electrical problem with the wires in the chair causing it to go thru power. And yet made no effort to fix it with the second set of batteries. I asked them if they had a module to plug into the chair and find out what the problem was. They didn’t have one of those they told me. Witch in my experience of dealing with service providers for my 30 years in a wheelchair kind of shocked me. All I’m asking is that they issue me a refund for for 535.00 I paid So I can purchase batteries from a reputable medical provider.And To have no further contact with them!!

  

  Business Response

  Date: 03/29/2024

  *** ****** called us in July 2023 stating that he was having issues with his power chair staying charged. He indicated that he had been having this issue for a while and had contacted other companies, but the issue was never resolved. We sent a tech out on July 24,2023 and determined that his batteries were bad and changed them out with 22NF AGM Batteries with posts on the top. *** ******* chair is a ******* **** * ******* **** ******. This powerchair is built to accommodate a couple of battery sizes of which the NF22 is one. *** ******s used the batteries we put into his chair from July 24th until November. Sometime in November *** ****** called again complaining about his batteries, saying that we had put in the wrong ones and that was why they were dying. I tried to explain to him that the ones with the posts on them are the same as the ones without the posts and that the fact that they had posts on top would not make the batteries go bad. He would not listen and kept stating that he wanted the ones without the posts, so we decided to replace them with new NF22 batteries this time without posts on top. I told him that the only way I would replace them for free was by treating them as a warranty replacement and that he would not call to complain about the batteries again since he already got them replaced for free. These new batteries and the visit were at no additional cost to *** ******.  
  In March 2024, *** ****** called again stating that he wanted new batteries again and that we should replace them for free. This time I refused to replace them a second time for free. There are a lot of factors that contribute to a battery going bad – How the battery is stored, how it is charged, how the equipment housing the batteries is being used etc. *** ****** is in his chair constantly and that he uses his chair to go and pick up his grandchild or grandchildren from school daily. He is constantly driving up and down inclines and that is what is contributing to the batteries breaking down. It took the same amount of time for both sets of batteries to go bad. July to November for the first set and November to March for the second set. My techs and I have endured the name calling and threats to besmirch my business from *** ****** whilst trying to help. I do not believe that I should be blamed for a problem that he will continue to have.  
  I have spoken to Quantum; the manufacturers of his chair and they tell me that the only reason they changed to the flat top batteries was because of damage during shipment. The batteries with the post work just as well as the ones without as evidenced by the length of use. *** ******’s claim that the wrong batteries were put in is obviously untrue according to the manufacturer of his chair. Quantum has confirmed that the batteries installed were appropriate for his chair and there is no problem with installing them in his chair. Moreover, the first batteries fit in the chair, the cover for the batteries were put back on without problem and the batteries worked. *** ****** used the first set of batteries put in from July to November – a period of 4 months and used the second set of free batteries from November to March – a period of 4 months. Unfortunately, he cannot continue to get free batteries for his chair after using them for four months continuously every time. We have bent over backwards to accommodate him by replacing his batteries once, but this cannot continue indefinitely as his batteries are expiring due to normal wear and tear.   
  
  This is the language from his powerchair on how to get maximum range. 
  How can I get maximum range or distance per charge? Rarely do you have an ideal driving situation such as smooth, flat, hard terrain with no wind, hills, or curves. More often you are presented with hills, sidewalk cracks, uneven and loosely packed surfaces, curves, and wind. All of these factors will affect the distance or running time per battery charge. Below are a few suggestions for obtaining the maximum range per charge: ? Always charge the batteries fully prior to your trip. ? Plan your trip in advance to avoid inclines if possible. ? Limit baggage weight to essential items. ? Try to maintain an even speed and avoid stop-and-go driving. We recommend charging your batteries for at least 48 continuous hours once per month to improve battery performance and battery life