Betterlife Healthcare - Terrible after sales service

Lady_K

Maybe you should also give the one show a bit more of a nudge it might spur them on to start action

Thankyou for making this company and its atrocious customer service and lack of compassion or care known to as many people as possible.

I was considering purchasing something from them prior to reading this but I certainly will not ever buy from them after reading this, its disgusting the way they have kept you struggling and suffering with the discomfort, stress and risk of injury having to use this wheelchair.

I really hope they either fully refund you or give you a complete new wheelchair and not necessarily the same make but one of your own choosing, you have gone through enough and its the least they should do for you

jazabelle

anguk wrote: »

Who did you have your wheelchair assessment with? My husband has just had an assessment with wheelchair services at a local hospital, they're giving him an electric wheelchair and it's not costing us anything. It's going to take 16 weeks to get it because of all the paperwork etc so I'll have to push him in his manual until then but at least we don't have the worry about the cost.

It was actually with a fellow electric wheelchair user who trained up and runs a company all about getting it right, and after-sales service. He's also very connected to Access to Work, and does their assessments (so I've jumped a step having my assessment then going back to Access to Work.) He's been really helpful so far, and heard lots of good things from others. I believe he covers the South East (or at least Essex) so if anyone wants more details please PM me.

I tried our local hospital but they have changed the criteria for electric wheelchairs to 'if you can walk any step, ever, you can't have one.' I can't use a manual due to my condition, and my mum can't push me as she's damaged both her shoulders lifting my electric chair about before I got a hoist. So that was very frustrating.

The criteria in my area used to be if you need it indoors and outdoors you can have one, and when I finally moved into a bungalow last year I was excited, as my previous property was wheelchair inaccessible so I couldn't use one anyway. So it wasn't fun to hear about the new policy of not being able to walk ever. The fact I can walk a few steps doesn't get me very far!

Good luck getting yours though!

jazabelle

Lady_K wrote: »

Maybe you should also give the one show a bit more of a nudge it might spur them on to start action

I've emailed the lady who phoned me three times with updates since. I feel if I do it anymore I will cross into stalker territory! To be fair I haven't tried other consumer shows, because I'm just too tired to keep doing it all.

Lady_K wrote: »

Thankyou for making this company and its atrocious customer service and lack of compassion or care known to as many people as possible.

I was considering purchasing something from them prior to reading this but I certainly will not ever buy from them after reading this, its disgusting the way they have kept you struggling and suffering with the discomfort, stress and risk of injury having to use this wheelchair.

I am so glad to hear this. I know for a fact I'm not the only one, and have heard appalling stuff from lots of other people. Hopefully the more people share their experiences the more we can make a difference.

Lady_K wrote: »

I really hope they either fully refund you or give you a complete new wheelchair and not necessarily the same make but one of your own choosing, you have gone through enough and its the least they should do for you

At this point I really just want a refund, because I just can't trust them in the slightest. If they gave me a replacement I feel they'd then wash their hands of me, and their products just seem shoddy.

In my letter I have asked for compensation for the hours I've spent on the phone to their repairs team, always something like tenth in the queue, and their repairs line costs - but their sales line is free!

I've also asked for compensation for the way they have treated me, for every time the chair has jerked to a halt as it jams and quadruples my levels of pain. For all the times I couldn't leave the house as I was waiting for them to send yet another part.

I doubt I'll get anyway - but always worth asking! Anything they can give me and go towards a new wheelchair, or if I get it covered by Access to Work - some nice new accessories. I've always fancied one of those umbrellas that clip to the chair - but never think of it until you're sitting there in the cold and wet.

Lady_K

Did the one show give you a phone number for contact as well as email? You never know the lady may even have left the show or could be on leave or something. Perhaps it might be worth phoning instead and ask if they are no longer interested in taking up the story at least to let you know rather than not replying at all. You could try other tv programs like you say

jazabelle

Lady_K wrote: »

Did the one show give you a phone number for contact as well as email? You never know the lady may even have left the show or could be on leave or something. Perhaps it might be worth phoning instead and ask if they are no longer interested in taking up the story at least to let you know rather than not replying at all. You could try other tv programs like you say

No telephone number, and have been emailing her over about four months, so she's not on leave.

I really wouldn't want to go on TV, I was just really desperate one day. I just want the refund, but if they refuse it, and the credit card company refuse it - then will pester every TV show known to man!

Savvy_Sue

Some of the local and national papers run a consumer page, don't they? Could it be worth checking which, and getting in touch with one of them? The ones I'm thinking of are generally just in letter form rather than a photo story.

jazabelle

Savvy_Sue wrote: »

Some of the local and national papers run a consumer page, don't they? Could it be worth checking which, and getting in touch with one of them? The ones I'm thinking of are generally just in letter form rather than a photo story.

That's funny, my grandad gave me one from The Express today that does it.

I will give them the seven days I've stated to them to respond to my letter to be fair - and then I will write to them. I think it would be good to warn people as well in a paper. As someone said above, it sucks when any company has bad aftersales service, but when it's something as vital as a wheelchair and they just don't care - it takes it to a whole new level.

Thanks for the suggestion!

jazabelle

Some updates -

Sent an email to The Crusader but haven't heard anything. Did notice they had one on wheelchairs in the last week, so probably won't want to repeat similar ones.

Betterlife continue to be their usual caring selves. After refusing to send me replacement footplates in early June, they said they would need to send a technician out to carry out a report on the wheelchair first.

He came today - having left me a month with no use of my wheelchair, only for him to say he hadn't been told a report was needed, and he'd just been told to bring me new foot plates. My mum then called the manager she'd been speaking to, and she asked to speak to the technician. He was then told to take photos.

The problem is - the chair looks fine. The issue is the wheels twist round, and jam the footplates, and they then snap off.

He said we should be maintaining the wheelchair and regularly tightening the footplates. I said I have to do it about six times on a journey - how much many more times would count as 'regular'? He also lied and said he'd never been to ours before, when he had, and been very rude.

We have also contacted the credit card company (last week) and they finally put the section 75 form in the post yesterday. They said if it's approved we should get a refund in 7-10 days.

In other news - Access to Work have approved a brand new wheelchair for me - yay!

jazabelle

Still rumbling on. Access to Work have now said they may ask me to pay a contribution as I would be using the wheelchair outside the workplace. I don't have anything to contribute until the other wheelchair gets refunded. I pointed out the only things I'm really able to do outside of work is go to medial appointments that contribute towards me being able to work. My advisor is checking with his manager and will get back to me on Monday.

After Betterlife sent their technician to do a report - we heard nothing for a few weeks. Last week we then got a phone call from a lady called Kayleigh - who I've spoken to a few times, and sadly never gets the full information before making the call.

She informed me they were coming to pick up my chair on Tuesday. Here is a rough transcript.

Me: Why are you taking my chair?

K: I don't know.

Me: Can you find out please?

K: *puts me on hold for a few minutes before coming back.* To do a report.

M: But a technician came recently to my home to do a report, what happened with that?

K: I don't know.

Me: Can you find out?

K: *puts me on hold* We need to do another report on your scooter.

M: It's an electric wheelchair. The problem is I obviously need my wheelchair as otherwise I can't leave the house, so I can't allow it to be taken away without a replacement.

K: We need to do a report on your scooter.

M: Do you have a loan wheelchair you could give me?

K: I don't know.

M: Can you find out?

K: *puts me on hold - comes back quite some time later.* We have one we can lend you, but you can only use it in your house.

M: What do you mean? I don't really use my chair in my house, I need it for working, appointments - anything where I leave the house.

K: That's the only scooter we can give you.

M: By scooter, do you mean wheelchair?

K: Yes.

M: Well they are two different things. An indoor chair is not an adequate replacement.

K: *puts me on hold to speak to technician* That's the only one we have.

M: Well obviously I can't agree then. Is your manager there?

K: No.

M: Well we'll have to phone her to try and sort this out next week then.

K: Okay. Do you still want me to book it in then for Tuesday?

M: No...

The following week my mum contacted them, and spoke to Heather - a manager who we've had dealings with a few times. She is the same manager who has promised a replacement chair twice, then denied ever doing so.

Heather said once again they wanted the chair to do a report. Mum asked why the technician hadn't done one - which was the very reason he'd been sent from Lancashire to Essex. Heather said they hadn't booked enough time in in. (!!!!!!?)

My mum went on to say we didn't want a report done - as we had rejected the chair under the Sale of Goods Act, after hundreds of failed repairs - as it our right.

She then said they needed a report to see if the issue was down to weight. My mum responded I was beneath the recommended highest weight for the wheelchair, so that shouldn't be an issue. The manager then said the footplates may have been stood on. My mum got cross at this point - as that's utterly ridiculous. They have never been stood on, and why would I do that? I don't want the wheelchair to be constantly broken, as I rely on it. My mum then ended the call, as she wanted to speak to me before agreeing to anything.

jazabelle

Next - the credit card company! When we first phoned to talk about a refund under Section 75, they made it sound so easy! How wrong they were. Santander - you suck.

We were told they needed to send a form out that we should fill in, and a refund would proceed after 7-10 days.

The form took quite some time to arrive. We filled it in, put copies of the complaint letters and emails in with it and sent it off. We then got a response saying they rejected it as there was no fraudulent activity on the card.

I got cranky - I never said it was fraud. So I called them and went through the usual security questions - name, date of birth, when the last transaction was. I was then put through to the Disputes Department.

I explained my claim had been rejected, and he said - I can tell you why, it's because you have three months to do a chargeback. I said I'm not doing a chargeback, I'm doing a Section 75, as you have joint responsibility with the retailer. He kept denying it, and then changed his story and said it was now out of warranty. I said the warranty ran out a couple of days ago - but I'd put the Section 75 claim in a few weeks ago. We kept going round and round in circles - until I asked to speak to a manager. He said there wasn't one - but he'd get one to call me back the next day.

I then came off the phone and googled Section 75, which confirmed I have the same rights as the Sale of Goods Act - up to 6 years (within reason.) Certainly a wheelchair should last more than a few days at a time. I then decided to phone back with the law in front of me so I could quote it fully. I also found sites that said many companies will say you have three months to file it - but that's a chargeback, not a section 75 - so stick to your guns.

So I called them back, and this time after the usual security questions, he began to ask me more. He asked what my balance was in July last year, and then when the last payment I'd made was. At the same time I was going through my statements, I only used the credit card once – to buy the wheelchair, so I don't really remember the exact date I repaid it, but thought it would have been in the same month. I was going through my statements trying to make sure it was July, but to be honest, it was taking me a few seconds longer than normal - because I have problems with my wrist joints. While looking I said, "I think it might be July, but hold on..."

He then said "You have failed the security test, you will need to take ID to a branch."

I explained I was still looking, so please hold on as I couldn't find another payment. Instead of listening - he repeated the same sentence over and over, like a robot every time I tried to speak. "You have failed the security test, you will need to take ID to a branch."

I then said the problem is I can't get to the branch, as my wheelchair is broken, which is why I'm filing a complaint.

His response? "You have failed the security test, you will need to take ID to a branch." At one point I thought he'd turned on an automated message, because it was just the same words over and over.

I'll be honest - I normally try and stay completely calm, but I lost my temper and said "You are being incredibly rude. Get me a manager - now."

His response? "You have failed the security test, you will need to take ID to a branch."

I slammed the phone down and called back, hoping to speak to someone who would put me through to a manager. Instead he'd put a security alert on my account, and frozen it. The lady I then spoke to finally said she'd put me through to a manager. I then went on hold for 15 minutes - to the point I wondered if I'd been put on the 'difficult customer - just leave them there' line!

Finally a manager did answer and I explained that I'd phoned them - got through security, needed to call back two minutes later, was asked many more security questions - and while struggling to get the right statement out to find the answer, he just began repeating that I'd failed over and over. She wasn't interested in the slightest, and kept telling me I'd just have to go to a branch. And I in turn kept telling her I could not - due to the broken wheelchair, and the fact the bank is in the middle of the town centre with no parking.

After quite some time she said the only thing she could do was get a member of staff from the branch to do a home visit, which I agreed to.

That was last week - still had no calls to try and book this. Until then I'm not allowed to call them, and everything is frozen. The other issue is that even when they bother to call to come out - I'm either at work - or in hospital, or other appointments.

In the meantime, I copied the template letter from MSE for the Section 75 letter and sent that instead.

I'm at the end of my tether!