ComplaintsforNPL Homecare, LLC

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **Consumer Information:** Name: ***** ******  Address: ********** ******* ******* **** **** ****** ******* ** *** ********* **** ***** ****** ************ ** ************ ****** ********************** Complaint Summary: I am filing a complaint against NPL Personalized Wheelchair Company regarding the defective wheelchair provided for my physically disabled mother, Diana. The issues encountered include: 1. Defective Product: The wheelchair's cushion is severely lumpy, causing Diana significant pain. This defect has rendered the wheelchair unsuitable for its intended use, severely impacting her ability to participate in social activities and worsening her physical and mental health. 2. Inadequate Response and Service: Despite a three-week customization period, the wheelchair was delivered with this defect. My mother has endured substantial discomfort and has been largely confined to bed due to the pain caused by the defective cushion. 3. Lack of Effective Resolution: ****, the physical therapy coordinator at Sunnybrook Landing, and others confirmed the presence of lumps in the cushion. However, ********* from NPL dismissed these concerns after a brief inspection, undermining the severity of the issue. 4. Poor Customer Service: After escalating the issue to supervisor Rich, he promised a temporary wheelchair while the defective one was repaired. Over a week has passed since this promise, and no temporary wheelchair has been provided. Additionally, my follow-up attempts have been ignored, and no updates have been given. Desired Resolution: I seek an immediate resolution which includes: 1. Providing a suitable temporary wheelchair for my mother. 2. Promptly repairing or replacing the defective wheelchair. 3. Ensuring responsive and effective customer service moving forward. I hope this complaint prompts necessary action to address these issues and prevent future occurrences. Sincerely, **** ********* *** ***** ******

  

  Business response

  09/25/2024

  9-5-24 – Manager received a phone call from ****, the patients daughter regarding her mom’s cushion. Her complaints were that the cushion was “lumpy” and uncomfortable. She did acknowledge that ********* had been out that day and other days to address the cushion but she did not feel anything was resolved. Our Manager spoke with ********* and she informed me that throughout the evaluation process they trialed all available types of cushions and that the patient had the same complaints of discomfort with each cushion so it was determined that a custom mold with a **** ( air bladder) insert would be the best option. Since getting the cushion ********* has inspected it multiple times for defects, changed the back angle of the chair and adjusted the fit of the molded seat and back in attempts to resolve the issue. During the several attempts, ********* and the therapist again trialed other seating surfaces and even just had the patient sit up with the support of her adjustable bed and again, the patients sitting tolerance was only 1-2 minutes.  As was the case with all the trials, she complained and indicated she wanted to go back to bed. The Manager did advise **** that he would contact the seating manufacturer to have them inspect the cushion and also give input on any possible solutions. An email was sent to ********* and the manufacturers rep coordinate at date.
  
  9-9-24 **** called the manager 3x this AM. I did notify her that the earliest available date that PRM had given me was 9-23-24 to come inspect the cushion. **** was unhappy about the length of time and I did tell her that the seating rep was attempting to change around his schedule to be available sooner. The Manager also educated the patients daughter again on the multiple trials that had been conducted and that her mom’s sitting tolerance was extremely low on any surface  - which is why the custom mold was done. Later on this day the seating rep did notify the Manager that he was available on 9-11-24 and it was planned that ********* and Rep would meet to inspect the cushion and come up with another solution if needed.
  
  9-11-24 **** and the seating rep inspected the cushion and found no defects. They did however install a layer of soft foam over the **** air insert. **** called while ********* and the seating rep were present and working on the issue.  During that call  the  daughter explained that **** and ***** were present and what they did to the cushion felt smooth now and was fixed.  

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