1/5

posted Jun-04-2012

"We needed a vertical wheelchair lift for my father-in-law in a hurry; he is terminal, with a life expectancy of a few months at best. The salesman, G, was very knowledgeable about the product and very helpful. We ordered by phone on 5/16, received a confirming email on 5/17, and $4,700+ was charged to the credit card. No tracking # was provided at that time. On 5/21 we began calling to get a tracking # and delivery date. G did not respond, so we contacted K, as instructed in the email confirming the sale. K kept rolling us over to G's voicemail, assuring us it would be dealt with, even after we told her he was not responding. When I called back in the afternoon, K would not be available.

A call on 5/23 stating our intention to challenge the charge with VISA did not produce a response. We called the general number, insisted on speaking to K's supervisor, and was directed to Tim, her second-level supervisor. He made no excuses, asking only for an hour to find out what had happened. About 45 minutes later, K called back and said "I understand you've been having some trouble with our order." She then provided a tracking number and a delivery date. Later emails revealed that G had been on his honeymoon, and obviously didn't know what was happening to his sale.

The product itself, manufactured by Harmar in Missouri, seems very well constructed. The instructions could be better, and be warned -- the shipping weight is 850 lbs. GET THREE PEOPLE OR A HOIST TO LIFT IT. And use the emergency handle to crank the lifting frame all the way to the bottom -- it will help mkae the unit lighter at the upper end, when you lift it.

All in all, a good product with only fair instructions and with poor customer service from the reseller, AmeriGlide, if K is still in the loop."

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