Lori L.
Horrible!
Horrible! It is very unfortunate I have to write this review as the medmart sales person I dealt with (Lynette) was lovely, but overallI would recommend going elsewhere and definitely not purchasing a pride mobility product. I purchased a lift chair for my mother, and when it was 8 months old it just stopped working correctly. It would raise but randomly decide to not lower. It has been 2 months since this issue started and this company has proven it does not care about the customer. They say parts are covered but not the labor, so I paid the labor fee for a technician to come out, but unfortunately didn’t fix the problem. Apparently another (and every subsequent) visit means another $200 ?!? I can’t afford to keep doing this. The chair is less than a year old, everything should be under warranty including labor. I had no choice but to pay the labor fee once, but now I feel like I’m being extorted. And communication is like back in the covered wagon era when telegrams were hand delivered. Very slow to respond and only by email, and even then it’s through a third party so I never get to speak to anyone from pride mobility. I am truly in shock. Meanwhile I am seeking legal advice UPDATE: So ironic I get a prompt reply to my unfavorable review. Fastest thing they’ve done thus far. In their response, they are lying. Plain and simple. I should have bought the protection plan??? First, no where does the warranty info you publish on the website say that labor is not covered. The warranties are 1yr/3 yr/ and life time on frame. This chair was 8 months old when it malfunctioned. Also, I’ve already paid more than the cost of the “protection plan”. I also have the emails where every time they state a technician is needed to come out yet AGAIN, it will be another $200. If I hadn’t insisted over the better part of a week on being able to plug a new battery in myself, I would have been out another $200. And they say reach out to them to resolve...? I have reached out, 21 emails worth, and you just don’t care.
Response from Med MartAug 3, 2023
Hi there, Lori- I messaged you today myself so I felt it only right to reply to this here. I'm not sure if you saw my message to you yet but I'll be on the lookout for any further engagement so we can help you. To clarify, we offer an in-home labor plan at the time of the order. This order didn't have that service however parts per the manufacturer's warranty are covered and we will advocate for that coverage for you. We will also assist with in-home labor if needed even without a protection plan. The charge that was initially done for $200 was for an in-home assessment that Pride sent out. The FST made his report back to Pride of his findings, which could have been 1 of 2 problems, and Pride started with the most common of them for the part replacement. To have the actual labor done, is $200. Since that was refused and Pride sent the part to you directly, there was no labor job. I do understand that the part they sent didn't fix the problem so now they're willing to send the other option which is more complex. Had the FST came out and did the first job and it didn't work, you wouldn't have any other charges at all. Either way would have been a $200 charge then or now but not any further charges. I hope this clarifies any confusion and assures you that you will not be paying endless amounts of charges over and over again. Feel free to reach out any time so we can get this resolved for you as immediate as possible. Edit- *Hi Lori, I saw this review and thought to reply since I was whom replied in your repair ticket and reached out from a management level review earlier yesterday, prior to this review. The manufacturer's warranty shows the parts that are warranted for how long of a period of time. Your product advisor would have explained that at the time of the purchase if the warranty was talked about. On the page of every item, we offer a descriptive protection plan for in-home labor. We are bound by the manufacturers guidelines and policies. Our repair team copy and pasted responses from them to you and they require a tech to do repair work unless a customer agrees that if they repair incorrectly, it voids the warranty. Please reply in your repair ticket if you would like to proceed with us assisting you with getting this chair back to working order.* Thank you and kindest regards.