Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2023

  Type:Product 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.

  On 7-8-23 I bought a ***** motorized wheelchair from Waverly, OH ofc. of Leading Respiratory Services. They sent me to the Lucasville, Oh store to buy from them. I called first, The Salesman: Jeff K******, he said "I have one here just what you need I will assemble it for you" I went there & it was a cheaper model than my wife just had that broke down. I asked him " Will this climb a small ramp?"
  " He Said" Sure this has plenty of power it will go right up your ramp" He knew her weight & said it would work. After we get it home & she tries to go up the ramp the wheels spin, sometimes it will go up & sometimes it will stop & not go. It also tilts forward to the front & I had to pull back on the back of the seat to keep it from tipping forward & throwing her out of the chair.. The controls are slow to function. It throws her into walls & it has hurt her feet. We had to take her to the ED Room. We have a ramp inside the house also & it has thrown her into the side railings & damaged her feet. It's been over 2 wks. & she cannot stand on them. Her old ***** chair did not do any of these things. I wanted to get a bigger one for $3600 & The salesman said " this $2900 would do the same thing ."
  But it obviously does not & is a danger to her.
  I went to Lucasville store 8-2-23 salesman was not in. that he would call me. But he did not. I called him 8-3 he said "I know what you mean, I 'll call you back on 8-4 & we'll take care of it". He did not
  call me back. I called him & got no answer & left a VM, No response. again on 8-7 I left a VM, no response. He lied to me when he sold this to me. He knew this style of ***** would not work for her. I tried to get a hold of their main office in ************. ***** makes *****
  He is ignoring my calls & will not return my calls.
  I want the bigger $3600 ***** Wheelchair at no extra charge to me & I will return the $2900 chair to Leading Respiratory Services, Lucasville store. And I will NOT deal with Jeff K******

  Business Response

  Date: 08/22/2023

  In our review of how this purchase occurred and the proceedings thereof, this is our finding:

  *** ******* called originally on July 28th needing a power chair and said he would come into our Lucasville location to look at what we had available. He showed up in the late afternoon on the same day to look at his options at which time he said that he had his wife at the hospital and had to leave to go back to be with her. He wanted to come back in on Saturday the 29th, but our office is closed so Mr. K********* agreed to come in and meet him so he could get a better look at the power chairs and ask any questions regarding them. *** ******* did call him and scheduled to meet on Saturday, at which time he asked alot of questions to Mr. K********* regarding the chairs capabilities. At that time Mr. K********* found out during the discussion with *** ******* that he was wanting a chair immediately so his wife could get around the home once she was discharged from the hospital. The model that *** ******* said she had previously and was broke was found to be no longer available and we did not have any left in stock. *** ******* is the one who chose the power chair he purchased after looking at the options and discussing the needs of his wife and the features of the chairs available. Due to the information regarding her conditon and needs being verbally relayed by *** *******, Mr. K********* did explain that if this chair did not meet her needs once she got home from the hospital and tried it out in the home environment he could return it and we would work on reviewing other options. Mr. K********* does not know where the $3600 price came from, because each chair has a different price and we didn't have another chair available at that time. Due to Mr. K********* delivering, installing and repairing equipment in the home enviroment it requires extensive travel and him not being in the office regularly which affects him being able to answer and return calls as quickly as some patients may like. On August 7th Mr. K********* spoke to *** ******* and explained at that time we could work on exchanging the chair, but he has never brought the chair in to the office to start this process and then we received this complaint. 

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** *******

   

  Per 8/31/23 phone call from customer: This matter is not resolved and the business has not called me back. They haven't addressed the issues or followed up with me as to how this problem can be taken care of.

  Business Response

  Date: 09/12/2023

  The reason we have not reached out to *** ******* is due to waiting on his response within this complaint so we knew how to proceed. We have not heard from *** ******* other than through this complaint process since we received the original complaint. If *** ******* agrees to our office contacting him, we will do so and try to negotiate an agreement that is somewhere in the middle and will work for both parties. Our mobility specialist Mr. K*********, who *** ******* dealt with originally will be the gentleman to look at the chair since he is the staff qualified to deal with the chair issues. We do believe with how the original process went that we weren't able to evaluate his home like we would normally due and believe this was part of the problem. Our staff was trying to meet his need for the chair for his wife at the time given his immediate need for the chair.

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

   

  Per consumer via phone call to BBB on 9/20/23:

   

  The issue is not yet resolved. I am waiting on a call from the business, and I am willing to work with Jeff. Please call me so that this can be resolved. 

   

  
  Regards,
  
  
  
  ***** *******