swalker
Very helpful member
- Joined
- Dec 11, 2014
- Messages
- 1,580
- Reason
- DX MND
- Diagnosis
- 07/2014
- Country
- US
- State
- CO
- City
- Vail
I feel bad ranting a bit here, but will anyway.
My primary wheelchair, the Permobil C500s VS, had extensive work in December of 2017 (over $11,000). That was covered by insurance, but I had to pay a substantial deductible/copay.
At that time, they were supposed to replace the motors, gearboxes, brakes, and shocks on both sides along with replacing the batteries and doing a few odds and ends of work.
We found out they did not replace the batteries and had to make a subsequent trip to Denver to get them replaced. It takes about 4.5 hours of driving to do the round trip. As I reported earlier, they acknowledged they did not replace the batteries and were quit apologetic.
Shortly after the batteries were replaced, we noticed the rear casters were really tight. They were supposed to repair and refurbish those last December, but did not.
I also noticed the motors were making a funny noise and the brakes were slipping.
I was informed that since I did not report this within the 90 day warranty period, the apparently defective motors/gearboxes and maladjusted brakes would not be covered by the warranty. Instead, insurance would have to pay for them, leaving me to pay a significant deductible once again.
We did the paperwork and got the approval through insurance. The parts were ordered and I was informed they had arrived. Before departing for the wheelchair shop today, we called and confirmed the appointment time and that all the parts were there.
We arrived about 30 minutes early and were informed they had given us the wrong appointment time (and confirmed it!). So, we were really an hour early by their count!
The tech was great (as he always is). He took a look at what needed to be done and informed me that an essential part (the brakes) was not ordered and another part (a broken battery lid) was incorrectly ordered.
There was still enough work for him to spend about 3.5 hours on the chair. I got new tires (again!) and he rebuilt the caster mount (bearings, anti flutter kit, etc.). He also diagnosed and temporarily fixed the issue with the stander function not allowing me to return to a seated position (I know the override sequence, so have never been stranded).
Now, they are ordering the brakes, proper battery door "lid", sensors for the standing function, and new back sliding mechanism (essential for the standing function).
Hopefully the parts will arrive before our next trip and we will be able to make the 4.5 hour round trip to Denver again.
The folks there are really great, but there is a disconnect between the folks organizing repairs, the folks ordering parts, and the technician who actually does the work (and knows what is needed).
I am not sure they understand just how big of an effort it is for me to ride in a car for 4.5 hours and then wait at their facility for 3.5 hours. I am pretty spent, yet pretty wound up from all that effort not yet resulting in success.
I am sure that in a couple of weeks this will all be behind us. In they end, they always take really good care of me. But, for now, I just need to rant a bit.
On a positive note, yesterday I went for a 23.6 mile ride. It pretty much destroyed me, but I was smiling all day.
Steve
My primary wheelchair, the Permobil C500s VS, had extensive work in December of 2017 (over $11,000). That was covered by insurance, but I had to pay a substantial deductible/copay.
At that time, they were supposed to replace the motors, gearboxes, brakes, and shocks on both sides along with replacing the batteries and doing a few odds and ends of work.
We found out they did not replace the batteries and had to make a subsequent trip to Denver to get them replaced. It takes about 4.5 hours of driving to do the round trip. As I reported earlier, they acknowledged they did not replace the batteries and were quit apologetic.
Shortly after the batteries were replaced, we noticed the rear casters were really tight. They were supposed to repair and refurbish those last December, but did not.
I also noticed the motors were making a funny noise and the brakes were slipping.
I was informed that since I did not report this within the 90 day warranty period, the apparently defective motors/gearboxes and maladjusted brakes would not be covered by the warranty. Instead, insurance would have to pay for them, leaving me to pay a significant deductible once again.
We did the paperwork and got the approval through insurance. The parts were ordered and I was informed they had arrived. Before departing for the wheelchair shop today, we called and confirmed the appointment time and that all the parts were there.
We arrived about 30 minutes early and were informed they had given us the wrong appointment time (and confirmed it!). So, we were really an hour early by their count!
The tech was great (as he always is). He took a look at what needed to be done and informed me that an essential part (the brakes) was not ordered and another part (a broken battery lid) was incorrectly ordered.
There was still enough work for him to spend about 3.5 hours on the chair. I got new tires (again!) and he rebuilt the caster mount (bearings, anti flutter kit, etc.). He also diagnosed and temporarily fixed the issue with the stander function not allowing me to return to a seated position (I know the override sequence, so have never been stranded).
Now, they are ordering the brakes, proper battery door "lid", sensors for the standing function, and new back sliding mechanism (essential for the standing function).
Hopefully the parts will arrive before our next trip and we will be able to make the 4.5 hour round trip to Denver again.
The folks there are really great, but there is a disconnect between the folks organizing repairs, the folks ordering parts, and the technician who actually does the work (and knows what is needed).
I am not sure they understand just how big of an effort it is for me to ride in a car for 4.5 hours and then wait at their facility for 3.5 hours. I am pretty spent, yet pretty wound up from all that effort not yet resulting in success.
I am sure that in a couple of weeks this will all be behind us. In they end, they always take really good care of me. But, for now, I just need to rant a bit.
On a positive note, yesterday I went for a 23.6 mile ride. It pretty much destroyed me, but I was smiling all day.
Steve