Complaints

• Initial Complaint

  01/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Access has been contacted several times via email. July 2022 was the 1st time. In November 2021 a porch was modified so that a chair lift could be attached. I received a permit for the lift. I notified Access that the city inspector came by an issued me a citation for the front porch. The permit for the porch was not requested by ACCESS as required by the city . Access informed me I only needed the Lift permit. Well the city said the Lift was fine but the porch was done without a permit. I have contacted them before every hearing with the same result. In early May 2023 . I had to hire an attorney for my hearing. This could have been avoided had I been sent the porch permit. I was informed by my attorney to get this done as the city will return. In my quest to get this done, it's been discovered that the front post should be 42 inches into the ground. It's not. The post sit on top of the cement world brackets. This is nor in compliance with the city code and needs to be corrected. I had to hired an architect to inform this was indexed correct . My licensed architect informed my of this situation. I've spent over ******* to find this our. Finally in December of 2023 I sent an email and again no proper response. So Jan 19 2024 I called *****. Left a voice mail and no response. Access must be in compliance before the city comes back out. All attempts to contact have been without resolution. I was even informed they have proof the project was completed correctly. If so why wad my attorney addressing this very issue in court. I have in hand the architectural drawings I paid for. I requested their license number as well to no avail. The ******* ******** office is the office I worked with. Resolution is needed and reimbursed for my expenses. My wife insurance company paid them . Will to work this out but cannot as they won't work with me. I may have to hire an attorney.

  

  Business response

  02/22/2024

  The porch and lift were inspected at the time of installation by the ***************.  A permit was issued and passed by the ******* Elevator Bureau.   This information has been provided to the client.  When dealing with *** appliances, the city requires the lift permit to be pulled and all inspections are done through the Elevator Bureau.   The citation the client is receiving is for the concrete porch steps crumbling apart and needed to be repaired and is unrelated to the work we performed.  We are willing to work with the client in removing the lift and structure for egressing the lift so the client can repair his steps.  We would then reinstall these components after the steps have been replaced.  At that time, a new lift permit would have to be pulled and the unit would have to be reinspected to ensure that *** and elevator codes are met to the best of their ability.

  Customer response

  02/23/2024

  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, details of the offer I reviewed appear below.
  
  A copy of the whole complaint enclosed.  Page 2 number 5 states "WEST ELEVATION/ FRONT WOOD PORCH HAS BEEN BUILT FOR A NEWLY INSTALLED ELEVATOR WITHOUT A PERMIT.  PERMIT IS NOW REQUIRED.  SUBJECT TO FIELD INSPECTION "    NO WHERE DOES IT STATE A CEMENT PORCH THATS IN DISREPAIR UNDER THE NEWLY INSTALLED PORCH.  Again  the Lift is attached to the newly installed porch. They may inspect if they would like. In addition the newly installed porch is supported by the cement porch. So if the cement porch is in DISREPAIR.  The contractor should have never done the work. 

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

  

  Business response

  03/29/2024

  I have attached completion photos and the client sign off on the work performed.  We have already passed the city inspection on the permit pulled and will not be going back to the site to do this again.  All work was completed per code meeting ********* tight standards and again, inspection was performed and passed. 

  As stated previously, if the client wants the work undone, we will work with the client and remove what we have installed.  The work was paid for through the State of ** ******** Waiver program administered by DHS and as such no monetary refund can be given directly to the client.

   

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an outdoor used lift in Aug. to get into my home. I am unable to do stairs. The lift stopped working only after 1 month. Called Access and In Sept. a tech showed me pics of inside the unit. They told me mice chewed thru the wires and built a mouse mansion. The next day I hired an exterminator. Then called Access several times letting them know an exterminator came out and did what they needed to prevent any mice problem. No one called back to set up a repair date. My niece called and was told no date for tech to come out because Access doesn't know how to fix what the mice infestation had done. After 4 weeks of no response my nephew came over Oct. ********************************************************** if he could fix it. No chewed wires, no mouse mansion, the inside looked nothing like the pics the tech showed me. All my nephew did was reset the *** and lift started working. Received a bill stating a conductor that was "stuck" on Oct. 12 was replaced. The lift was not working Oct. 18. If wires were chewed thru and a mouse mansion how come invoice doesnt reflect fixing any wiring or cleaning of the mice mansion? This company had me believe I had a mouse problem that caused severe electrical damage. They didnt know how to fix it. I spent monies for an exterminator company unnecessarily. In addition, received an invoice for $430 to pay for pics in Sep. and an alleged replacement of a conductor Oct 12. Per the surveillance cameras theres no indication they were there Oct. 12 as the invoice indicates. The expectation is that I should not have to pay a bill for something they did not do. They lied about my situation and are trying to scam me out of $430.

  

  Business response

  12/05/2022

  Our tech was initially dispatched on 09/13 and took pictures of the mouse issue inside the lift. We were unable to service the equipment for that reason. An exterminator was likely hired by the complainant before our next visit on 10/12 to the residence since we were unable to work on the lift previously due to that issue, and the issue was not present on our 10/12 visit. We repaired the problem on our 10/12 visit, and the lift was operational as of 10/12. We have no record of the equipment not working after that time. 
  
  On 11/03 we stated we are willing to credit the 09/13 site visit of $165.00 and only charge for the 10/12 site visit of $265.00. We feel this is a reasonable compromise to resolve this matter and move forward. We stated this offer on 11/03 was good until 11/15/22, however, we received no reply from the complainant if they would agree to this offer of resolution. Since the payment of $265.00 was not received into our office by 11/15/22 the full $430.00 is now due.  We are willing to extend that offer again until 12/15/22 if the complainant would like to accept it. Thank you.
  
  

  Customer response

  12/09/2022

  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, details of the offer I reviewed appear below.
  
  There was never any indication Access was at my residence on Oct. 12.  No prior phone call from the tech or company to indicate they were finally going to respond to my many phone calls asking for them to come and repair this unit.  No person(s) on the outside camera on this date to verify their claim they did any repair.  The lift was not working up to and including Oct. 12 as they indicate on their response.  The lift starting working after my nephew reset the GFI.  Their response is unacceptable.  No payment of anything should be made for work they cannot prove they did.  Provide proof they were at my residence fixing the chewed wires and removed the mouse "mansion" they claim was to blame for the lift not working. 
  
  Regards,
  
  ***************************

*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. ↩