Business ProfileforDura Med Mobility Products Inc.

I am a disabled person. I have Rheumatoid Arthritis, Lymphedema, Diabetes, I wear constant oxygen, wear a bi-pap machine nightly, compression stockings and use a walker. I live in accessible living. I own a lift chair which is my only piece of furniture that is comfortable for me, I am as well morbidly obese. I use my lift chair as my bed. The remote on my chair stopped working therefore the chair no longer declined and therefore I could not raise my legs or sleep. I contacted my case worker in regards to the problem then called Dura Med to arrange an appointment. They made a service call two days later where they indeed stated it was the remote, in fact the serviceman went out to his van, retrieve another remote (the exact one I needed) tried it to see if it worked as it did then stated he could not leave it as he needed approval. He did state that it only cost $55.00 and they had many of them in stock so they would not have to send away for it which was a good thing.Two days later without any sleep and constant pain and in tears I asked if I could just proceed to purchase the remote myself to relieve my pain. He stated sure just come to the shop to get it. Dura Med is about 22 kms away and I can't drive. FIVE days later they called to say they would like to come out to bring me the remote. I had purchased the remote online with next day delivery. Had I waited those eight days without sleep and not being able to raise my legs I know I would have been hospitalized. Terrible customer service, will not use their service again.

Thank you Cathy for bringing your concerns forward. On behalf of myself and my staff I want to apologize for your inconvenience and discomfort as a result of your experience with our company. Your feedback is valued and has identified deficiencies in how we handle our service calls and processes. We should have been able to identify and rectify your issue on our first service call to your home. Unfortunately this does not make amends for your experience with your lift chair however it has initiated change in our operations so that your experience is not repeated again. I have reached out to you directly and would appreciate the opportunity to discuss further at your convenience.
Scott Coulter
President
Dura Med Mobility