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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/27/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My elderly husband suffered a severe stroke in March and in early April the ******** ******** physical therapist said that the home would need an outdoor ramp for wheelchair use. Lifeway Mobility was the only call-back. We used the ramp throughout the spring and summer. Then, as the cold weather approached, we called the ADA van company in the area --- the Hartford Transit District --- to arrange direct pickup from the front door of our home where the ramp is. They asked for photos and sent two "safety" representatives to our home for inspection. The safety team reported that the ramp was not safe, was dangerous in bad weather (ice and snow), and that it needed replacement. They would NOT be picking my husband up at the front door!! Mr. Matt R******** the salesman, said he could go down to the town hall and get a building permit as it was to code; (This was the FIRST mention of a building permit!); he adamantly stonewalled and absolutely refused any change to the current unit without further funding. Since I had not taken out a permit for the job previously but always had in the past for home improvements, I immediately contacted the the Town of Manchester Building Inspection Department who came to inspect and reported it NOT TO CODE. I am very fearful of using the ramp in bad weather.Customer response
02/11/2022
NEXT THURSDAY OR FRIDAY AFTERNOON (2/17 OR 2/18) WOULD BE FINE FOR AN APPOINTMENT. ANY TIME AFTER 1:00 PM WOULD BE GOOD. THANK YOU.
Business response
02/11/2022
We are so sorry to learn that the ******** were experiencing issues with their ramp installation. We would like to send our Regional Operations Manager and an experienced Ramp Technician out to visit the property to evaluate the work and discuss possible reconfiguration of the ramp to meet their needs. Please call our Regional Operations Manager directly at: ************ *** *****Customer response
02/11/2022
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.NEXT THURSDAY OR FRIDAY AFTERNOON (2/17 OR 2/18) WOULD BE FINE FOR AN APPOINTMENT. ANY TIME AFTER 1:00 PM WOULD BE GOOD. THANK YOU.
Sincerely,
******** *******Customer response
02/17/2022
Last I called the District Manager in response to his message and left a message to come by on Thursday or Friday afternoon of this week and I have not heard back yet. What is the next step?
******** *******
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Customer Complaints Summary
15 total complaints in the last 3 years.
8 complaints closed in the last 12 months.