CITYWHEELCHAIRS.COM does not service/honor warranties for products they sell/rent San Francisco California
I am writing on behalf of my grandmother, Mui C age 97. During May 2008 as a result of my grandmother's long term care/nursing home discharge, she required a hospital bed at home which was paid for by Medi-Cal/Medicare insurance and we selected Citywheelchairs.com, 1485 Bayshore Blvd., Ste. 412, San Francisco, CA 94124, Phone 415-508-1153, Fax 415-508-1083, Email: info@citywheelchairs.com, Contact: Mr. Dwight W. Siu, Owner, for the vendor as they were excellent in sales from past experience.
In early May 2008, the bed and mattress, both manufacturered by Invacare were delivered and assembled at my grandmother's apartment by the owner Dwight W. Siu and his associate. Mr. Siu dropped the motor for the bed at one point. A few days later, the bed was very hot as the motor for some reason heated up which made the mattress warm as my grandmother had complained. On May 9, 2008 - a e-mail was sent to Mr. Siu concerning this issue but there was no response which meant they waived their right to object. A week ago, my grandmother was complaining about the bed not feeling right and when we looked, in the center of the mattress on the side that was touching the bedframe, there was a huge crack about a inch long which was exactly were the two parts of the springs of the bedframe connected with each other.
So I contacted Invacare, the manufacturer and was told that any service, exchange issues under warranty would have to be handled by the vendor. And when I contacted Mr. Siu, the vendor, he claimed that it is not covered under warranty as advised by Invacare and that I should contact Invacare. So far, the only thing I see is both the vendor and manufacturer pointing the finger at each other on who is responsible in handling the issue.
From former corresspondance with the vendor, Mr. Siu said the way it works is that Medi-Cal/Medicare insurance is billed monthly for the first 10 months as a rental in which the vendor is responsible for all issues like if there are any issues, the vendor will repair or replace and even after the 10 months, they will repair or replace providing it is still within the time frame limit of the warranty.
At this time, only replacement of the mattress is needed. Otherwise, the bed would be useless without the mattress.
Vincent
San Francisco, California
U.S.A.
1 Updates & Rebuttals
CityWheelchairs
San Francisco,California,
USA
Rebuttal to Warranty complaint
#2REBUTTAL Owner of company
Fri, June 05, 2015
This is a rebuttal to the report written in 2009 and we would like to shed light on what really happened. Vincent Poy, as we have come to find is a person that is trying to scam us into giving him a new mattress. He does this by bullying us with filing false complaints and trying to harm companies. Both a representative from the Manufacturer and from CityWheelchairs both investigated this matter. His complaint was concerning a 1 inch fold in the fabric of the vinyl material that makes up the outer covering of the spring mattress. No hole mind you. Medical Homecare mattresses are made of this material for easier cleaning. It most be noted that it was a crease in the material and the fabric was not torn or broken. Even if there had been a hole the patient had been using the mattress for 10 months and this is not a warranty issue. When told that the manufacturer would not replace the mattress, Vincent became very threatening and abusive. The crease did not render the bed unusable as he claims. . Vincent Poy then tried to harm CityWheelchairs sterling reputation (5 Star Reviews on Yelp!) by calling the City Attorney General, State Attorney General, Better Business Burea, etc. We had to deal with all of these agencies and the end result is that they all sided with CityWheelchais. We we find most disappointing about Vincent Poy was how minor this issue was and the extent he was trying to harm our reputation. So in conclusion he did not get a new mattress from us, we held firm to our beliefs, and we did not succumb to his threats.