Complaints

• Initial Complaint

  14/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Since purchasing medical equipment, I have repeatedly faced technical difficulties and long delays for repairs to both the Protekt 500 stand* and Quantum Q6 ************* chair with tilt and elevated leg rest (invoices attached).The Protekt ************************************************************************************************************** April 2024 (invoice attached). was finally informed after much prodding there is a delay on shipment.! I explained the urgency of the situation and have not received either the part or the service. Regarding the wheelchair purchased 12 20 2023, on the first outing a power cord that was improperly installed caught and the Cord was severed as a result leaving the chair without power.I was told the mechanic was grieving the loss of his mother and was somewhat absent minded while putting the chair together. I was told that the part would be replaced new and this fix to the cord was temporary. After making several inquiries about the delay, the story changed and ****** told me he was in error and the damaged cord had been replaced with a new one. A month later the tilt malfunctioned, requiring me to be extracted from the chair by the fire department. ****** explained the tilt was damaged due to the mechanics error in constructing the chair. The temporary fix is not stable and I have been waiting months for it to be fixed under the warranty.The chair is under warranty and I fear they are delaying until the warranty is void.

  Business response

  15/08/2024

  ******************* has falsely identified REGENCY MEDICINE CENTRE - ************************************************************************************************** in this claim

  He has attached receipts IN HIS CLAIM (which you did not read carefully enough) from REGENCY MEDICAL SUPPLIES - in ********** where he purchased his device that we DO NOT SELL in store here.

  Our business are NOT related, I am the sole proprietor of Regency *************** and have no interest in Regency Medical Supplies

  Please redirect this claim to the correct business and remove this libelous claim against me immediately and let me know when this has been corrected. I will be in contact with ******************* myself for his erroneous claim against me.

  Regards

  ****************
  

• Initial Complaint

  29/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My developmental disabled brother, ******* *** accompanied by my 96 years old mother bought an electrical wheelchair from Harley. This wicked salesperson didn’t show my brother how to charge nor maintaining the cart. Nor did he provide users manual or warranty booklet. He marked the invoice No Return! No Exchange! The wheelchair costed $3188. The cart also has no packaging material. Of course the cart wouldn’t work. Since the cart was purchased 11/16/2023, IF this is an honest mistake, we’d expect Harley contacted us saying he forgot to include the charger. I’ve phoned several times leaving voice message to the manager/owner Draeden but received no reply, This is totally unacceptable way of treating disabled clients. We need this issue resolved asap in a responsible manner.
  

  Business response

  05/12/2023

  First of all, I  would like to thank ***** and her family for choosing Regency to purchase a power wheelchair.
  ************ I  know that when your mom and brother came to the store that  Harley did show your brother how to use the power chair but unfortunately he forgot to give you the  charger and the operating manual which he was unaware of until you called in to report it missing.

  
  Before any of our rehab equipment is sold to a customer it is taken out of the packaging and tested to ensure that it is in working order.  ( That is why there is no packaging)
  Harley did not stamp the invoice with no refunds, the terms and conditions on all sales are programmed into our computer system and printed with every receipt.

  
  When you called to report the missing charger it was on a  Saturday and you spoke to Toni.  Harley doesnt work on weekends so Toni forwarded the message to Harley and  he tried to deliver the missing charger to you after the weekend but you refused.  Toni does not work Mondays, so on the  Tuesday Toni and myself called you to try to resolve the problem.

  
  Anyway today Dec 5, 2023 we picked up the powerchair  and issued you a full refund cheque.    I understand that Toni our other Rehab specialist has offered to work with your brother to find him a different power chair and to train him when there is a convenient time for him. It is our understanding that once the cheque clears the bank you will remove the negative report at the Better Business Bureau.

  
  Thank you for your cooperation.

  
  Kind regards,
  Shawna ***********,
  Owner  Regency Medical Supplies LTD.
  
  

  Customer response

  14/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The owner did have folks brought a refund check over to us and took the non working wheelchair back.  Its unfortunate a business hired *** ********* salesman whos *********.  He never apologized nor contacted us knowing he did NOT give us all the needed parts for the wheelchair to work.  Theyve lost our business.
  
  Sincerely,
  
  *******************

*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. ↩