Planet Mobility Inc Handicap Equipment Shelby Township Michigan
I was elated to find a website where I could purchase new tie-down straps for my son's wheelchair. On October 19, 2007 I logged onto the Planet Mobility website and placed an order for $267.00 worth of tie-down straps to secure my son's wheelchair in our wheelchair van. (The ones we have are in bad shape and I wanted the new ones as soon as possible). I later received the straps, however they were the wrong ones and did not work for my son's wheelchair. I had ordered straps with metal hooks that hooked on the frame of the chair, instead they sent me straps that wrapped around the frame and latched with a seatbelt type latch. This is not what I ordered because I went back on line and double checked my order and it had be placed correctly. My receipt from Planet Mobility confirmed the correct model number. I have since then sent 4 emails asking to have the straps exchanged and received no response at all. I have tried calling the company on many occasions only to be placed on hold for as long as 30 minutes and never getting to speak to anyone about them. Today (July 292008) I called the 866-465-4387 number and it wrang until approximately 20 times then the automated operator came on and said my party could not be reached so I called the direct long distance number 586-247-8900 and it also wrang with no answer till the automated system came on. If they refuse to respond to my emails and can't be reached by phone, I would like to know how I will ever get the correct straps or at least get my $267.00 back. I have never delt with a more irresponsible company. I haven't purchased the straps form anyone else for fear that Planet Mobility won't return my money but the straps we are currently using are dangerously worn and at this point I don't know what to do. I currently don't have the money to order another set from another company either. Planet Mobility certainly has put me in a bind. Any suggestions?
Tina
New Enterprise, Pennsylvania
U.S.A.
2 Updates & Rebuttals
Kim Roggero
Shelby Twp,Michigan,
U.S.A.
exchange policy
#3UPDATE Employee
Tue, August 12, 2008
AS WE CANNOT FIND U IN OUR DATABASE, WE WOULD LIKE U TO GIVE US A CALL. WE WOULD BE HAPPY TO TAKE ANOTHER LOOK AT THIS AS DIRECTED BY MICHAEL WOODS.
Tina
New Enterprise,Pennsylvania,
U.S.A.
Planet Mobility refusal to help
#3Author of original report
Tue, July 29, 2008
As a follow-up to my previous report...I called Planet Mobility again this morning and finally got through to a real person. I explained that I had sent multiple emails asking to exchange the incorrect straps with no response. The man on the phone asked me what email address I had sent it to and I told him I went on their website and used the "contact us" feature and sent them emails many times since I received the incorrect straps.
He said he couldn't immagine why my emails were never received then asked me why I didn't call. I told him I had called several times back last winter and was placed on hold for as much as 30 minutes and never actually got to speak to a customer service representative. (every time you call they answer by saying "can you hold please" and put you on hold before you even get to respond)
When the customer service representative today finally answered my call he informed me that I waited too long to request the exchange of the straps and they couldn't take them back. I said that was rediculous because I did contact them many times with no response and that I knew the emails went through because I requested confirmation and none of them had failed.
He then said "Sweetheart, let me tell you something..." I told him not to call me Sweetheart that I wasn't looking for a condiscending brush off and that I didn't appreciate him talking to me that way. He said "well we can't do anything about those straps" and I simply hung up the phone. I can't understand why they couldn't be exchanged since they are still brand new and still in the box and I am only asking to exchange them and haven't asked for any money back. I guess I'll have to get an attorney and go after my money.