Car Clinic

From: [redacted] < [redacted] @***.com>Date: Mon, Jan 11, at 12:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: "[email protected]" Susquehanna Mobility has contacted my mother and an appointment was made and completed We can now go forward with process of getting help for her.Thank you for helping us get to this point It is very much appreciated[redacted]

We received a phone call today from mom on the status of the ramp She was not in our database The name did not sound familiar to any of our customer service or technicians although the paperwork that we received today from the waiver program has a quote with our service technician, Shawn's name on it I received the documentation and prescription today from her waiver program She has been entered into our computer system and the quote has been sent to the waiver program to process for payment/authorization I will continue to research this issue as I am not sure how Shawn would have gotten a quote without the client being entered in our database Our service and reputation is very important to us and anytime there is a "glitch" we take it very seriously We have had of our competitors shut down since the beginning of the year and have had to hire new staff which requires extensive training so we have been behind the ball the last couple of months This is no excuse, but an explanation I thank you and the consumer for bringing this issue to our attention and will take care of getting this taken care of as soon as possible

There was originally confusion when the client asked for a new hand pendant and a new box.  The request came in for a new hand pendant in May, 2017.  Her insurance does not cover parts or replacement of this particular item so we must go through the motions and receive denials and submit...

the denials to her waiver program for them to authorize any purchase not covered by insurance.  Her secondary insurance typically denies any request submitted, requiring a second and sometimes more submissions.  This process can take 30 days to a year and a half depending on the circumstance.  At the time we were working on the hand control, she called in requesting a complete ceiling lift motor.  When we got the approval for the ceiling lift motor, we cancelled the order for the hand pendant as a duplicate request.  We then found out she has 3 units in the home and put a rush on getting the hand pendant.  In the meantime, mom had been taking the hand pendant and transferring it between units causing it to wear on the new box.  She now requires 2 new circuit boards, the one for the new lift box is under warranty and being ordered for immediate repair.  The other one is going to have to go through insurance and will take some time to get authorizaed.  In addition, it is the opinion of our technicians that the lift boxes are being moved by dragging the hand pendant to pull the box across the track which is causing the malfunctions.  I agree that it takes an incredible amount of time to get these processed through insurance and we do the best we can do.  However, the state has changed their rules and we must be sure that we are going to get paid for our services before we provide them in order to stay in business.  I assure you that we do everything in our power to get our clients taken care of timely, but most of the time it is beyond our control.  Thank you for letting us answer this complaint.

We received a phone call today from mom on the status of the ramp.  She was not in our database.  The name did not sound familiar to any of our customer service or technicians although the paperwork that we received today from the waiver program has a quote with our service technician,...

Shawn's name on it.  I received the documentation and prescription today from her waiver program.  She has been entered into our computer system and the quote has been sent to the waiver program to process for payment/authorization.  I will continue to research this issue as I am not sure how Shawn would have gotten a quote without the client being entered in our database.  Our service and reputation is very important to us and anytime there is a "glitch" we take it very seriously.  We have had 2 of our competitors shut down since the beginning of the year and have had to hire new staff which requires extensive training so we have been behind the 8 ball the last couple of months.  This is no excuse, but an explanation.  I thank you and the consumer for bringing this issue to our attention and will take care of getting this taken care of as soon as possible.

From: [redacted] <[redacted]@[redacted].com>Date: Mon, Jan 11, 2016 at 12:20 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>Susquehanna Mobility has...

contacted my mother and an appointment was made and completed.  We can now go forward with process of getting help for her.Thank you for helping us get to this point.  It is very much appreciated.[redacted]