Discount Ramps.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not accept the response by Discount Ramps. Yes, the product was used; however, a product must be used before it can be determined defectiveAnd it is defective, otherwise I do not believe you would discontinue selling it as you note on your website. You reduced the price also before marking it defective. This indicates to me you are very aware of the inferior quality and possible dangers of this defective product.As was noted previously, your website did not specify (WHEN THE ITEM WAS PURCHASED) that it should be used ONLY with a mobile cart/scooter. If one weighed pounds as stated that it would carry, the same problems would be encountered. AND The defective sliding ramp issue was definitely more than "tricky" as you claim.You can and should allow me to return this defective product for a full refund. Other unaware consumers should be warned about your product and your reluctance to stand behind them as a company.What you are doing is not right.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

After reviewing this matter again I do show that the customer did respond back on 10/and the CSR did state that she would contact the accounting department to have a full refund doneThis was done however it took longer than to process the refund. It was refunded on 11/2/The Unique Transaction IF # for the refund back to PayPal is ***

The customer was giving a FULL refund. One 1/12/he was issued a credit for $197.26, on 1/29/he was issued a refund for the shipping of $and on 1/29/he was issued another refund for $for a total refund of $269.99, which was amount of the sale

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This is the first contact that we have had with the customer. This item has a warranty and we will happily send the item to the customer. I need confirmation from the customer that he has not ordered the part already, and I will get it on order for him. I look forward to hearing
from the customer to get this resolved Also, on a side note, can you update our account information? This is why there was a delay with this response as Tammy is no longer with us ***Sales & Service ManagerDiscount Ramps Team

Customer received order on 07/22, after placing the order online. Customer contacted us late in October with the intention of returning. There was no mention of any error with our product. We provide all information regarding our product, including detailed descriptions, product
and usable dimensions, videos, and assembly instructions. We are not able to honor a return for a product that has been in the customer's possession for over days. Our return policy states days to request a return authorization from the time the item is received. If the product is indeed inferior, we will be happy to replace any necessary parts in order for the item to be usable for the customer. If it doesn't fit customer's vehicle, we have many adapters available in order to make the item compatible with the customer's hitch. I will be happy to review any photos of problems with the item. LilyDiscount Ramps

After reviewing this matter again I do show that the customer did respond back on 10/and the CSR did state that she would contact the accounting department to have a full refund doneThis was done however it took longer than to process the refund. It was refunded on 11/2/The Unique Transaction IF # for the refund back to PayPal is ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Customer ordered on 11/22/2016. Customer received their item in three cartons on 11/28/2016. Customer contacted us on 12/to say they did not have the correct item, but didn't realize until they had put it together, even though the cartons are labeled appropriately. We shipped the
swing away the same day 1Z1AFand included the return label 1Z1AFto return the incorrect item. We were then contacted on 12/to advise that hardware was missing so we sent a complete hardware packet to the customer 1Z2F62A20143017767. We also sent another return label 1ZY5535Yas the customer stated they never got it the first time. We never got the incorrect item back with the return label we sent in the original package, nor via email, so we reached out to the customer on 01/04/to inquire if they needed anything else and to see about the return. We never got a response from the customer. On 02/09/17, a month after we asked customer regarding the missing package, customer calls to advise that they do not have the physical capabilities to use the ramp so they want to return it. We have a day returns period and we did not authorize the item to be returned. The customer then called back on 02/and spoke with me as a supervisor call, because they wanted us to make an exception to the return policy and return the item that they have been using for two months. The customer then proceeded to tell me that the item is loud when driving down the road. I asked what vehicle they used it on and if they could provide photos of the hitch connection so I could troubleshoot the problem with the noise. I sent them a photo of what the connection should look like when hooked up to the vehicle. This item is listed with the appropriate specs, including the weight of the item. It is up to the customer to determine if they have the capabilities to use the item. I am afraid that the customer may have some parts misaligned in the assembly process and this could be a reason for the cumbersome usage. When trying to troubleshoot the customer did not entertain any suggestions. I also offered $as a courtesy (the rack itself is $299.99, the item purchased was in a kit with the rack, a scooter cover, a swing away hitch adapter), which is 25% off of the rack. I have yet to receive a response from the customer regarding the discount. ***Discount Ramps

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Installation hardware and instructions were delivered 09/via UPS ***. I Have also attached the assembly instructions for the ***-** which is listed both on our website as well as printed and mailed to consumer. Based upon customer rejection of resolution, I would like to hear from customer what else would satisfy the issue so I can resolve.We sent hardware to complete installation as well as instructions. What else can I do to resolve? *** ***
Discount RampsSales and Service Manager

Order was placed 04/28/16. Order delivered 05/via XPO Logistics 997-785272. We did not hear from customer until 08/12, which is over days from the time the customer received the item. I am not able to verify any use, damage, or otherwise that occurred from the customer during
that time. We have a day return policy, and the customer contacted us well after that. We cannot offer a return authorization for this order. As far as the ramp being difficult to pull out, it can be tricky, and if customer is not pulling straight out, it may stick along the edgeI have enclosed a link to the item on our site, which includes a video, and other useful information http://www.discountramps.com/mobility_scooter_carrier/p/350-500-MOBILITY-TILT-A-...⇄ In regards to the "lean" on the item itself, I have attached the photos that the customer had sent to me showing the load that he has on the carrier (not a scooter AND an offset weight distribution), and how it is unevenly distributed. The item is a "scooter carrier" and it has been made to match the measurements of a standard mobility scooter. It "can" be used for other items, if the weight is evenly distributed. It also comes with an "anti-tilt" hitch locking device, which holds the hitch "arm" into the hitch hole to add stability. I cannot verify by the photos whether or not the customer is using that item in tandem with the carrier. This item is also called a "tilt-a-rack" which is supposed to "tilt" downwards to allow for ease of loading your scooter into the carrier. The rack the customer purchased was $and the accessory that is not part of the customer's issue, was $69.99. The customer also received 10% off each, respectively. Their order total is the amount as shown on this orderIn conclusion, we are not able to accept a return or refund on this item for more than one reason, as outlined above. Please address me with any concerns regarding this. If customer needs replacement parts for a warranty issue I will be happy to assist.***Sales and Service Manager, Discount Ramps

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As I explained in my previous email, the order was placed in April at the same time I ordered other equipment for the start up of a small (one-person) business. This item remained in the packaging in which it arrived until it was removed and assembled the first week of August. I am NOT lying about the use of this item. The item was in my possession sitting in its original package. The first week of August is the first time the item was used As I also mentioned previously, I DID check the website and watch the video. The statements from the website "By simply pulling the user-friendly tilt handle....." and "User friendly design" are not accurate. I assure you the ramp was more than "tricky" to operate. At one point I even had to sit on the ground and use both feet to get the ramp back into place. I am an athletic man, but I just wonder since this is specifically for "wheelchairs and scooters", how an elderly or disabled individual would be able to operate this ramp. And if your reply is they have no problem, then the ramp I have must be defective as I stated.As far as the "anti-tilt" device, the only thing that was included with this ramp was a bolt for stability which your website states "The included pinch bolt eliminates any movement and stabilizes the carrier while transporting your mobility aid" and "Included pinch bolt replaces standard hitch pin to eliminate carrier wobble." It doesn't. Just to confirm, the ramp tilts with even pounds centered on it. The design and quality of this ramp is inferior.It is very unfortunate that I did not check with the Revdex.com prior to placing an order. If you refuse to refund the entire amount of my purchase (which is for the ramp, for the wheel kit at a total of with the 10% discount of for a total of 782.98) Please return the amount of the ramp, minus 10% which would be $720.00. It is a shame you don't stand behind what you sell. If this was a good product you would honor a return. Most likely you would return the item to the manufacturer for your own refund. The website states it has a one (1) year warranty, yet not one person I spoke with even mentioned that or offered to exchange this item for an identical one. Perhaps they all function with the same problems. I would like my money back on this defective item
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The issue is that the instructions meant for the putting together the trailer hitch carrier was again just a printed out packet stapled cheaply together, it seems this company might not have an actual prepared document of said instructions to go with a purchase like this leaving the obligation left to the customer for proper assembly especially when parts end up missing from delivery and this seems to be a recurring issue with this company seeing their reviewsCoupled with their abusive and dismissive behavior so far when they were being paid for a goods and services this is something that is unacceptable. Provided is the receipt showing a proof of purchaseRegards, *** ***

I attempted to look up this customer's information in our order system, and there is no record of any transaction based upon the information provided by the consumer in this complaint. In the customer complaint, it details how this was a charity purchase, and this could be why I could not find
customer. Customer mentions that we are working to help customer by emailing a copy of the instructions, and this is how customer knew parts were missing. We have not yet been given an opportunity to correct the issue because we do not have the appropriate information from customer, such as what replacement parts customer needs, and we need to confirm purchase of item. Is this a used item? Is it truly an SCor is it a carrier that "looks" like it? I want to ensure our hardware will be compatible so we can satisfy the customer's situation. I will be happy to send a copy of the instructions for the item. You can also locate the instructions on our site under "more info" at this link. http://www.discountramps.com/wheelchair-scooter-carrier/p/SC500-V3/As soon as I receive confirmation as to where the item was acquired, as well as what parts are needed, and confirmation of shipping address, I will immediately send out parts. ***Discount Ramps

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Customer placed his order on 12/2/himself online and clicked the drop down box to select "next day air". Our standard shipping is the default. In order to select anything other than standard you have to pick it. The customer was informed that we were unable to change the
shipping method because the item(s) had already been shipped and we were unable to credit him back the delivery fee. He did receive the item(s) on 12/3/15. As a customer courtesy we will credit the customer back $363.71, which he will see on this next billing statement

This is the first I have heard of this experience. I apologize for any challenge you have experienced and will be happy to resolve any issue with this order. Please contact me directly for resolution. ***Discount Ramps

Customer received the original order from us near 02/20/2016, nearly a year ago. Customer contacted us on 12/29/and advised us that she finally got her 2nd vehicle from the dealership and discovered that the lift she has is not compatible with both vehicles, as she requested. I
advised customer that it had been quite some time since she had the initial purchase (months, to be exact) and that we could not return the item. I initiated a quote to the customer for a 2nd lift for her vehicle. Customer was not satisfied with that response, and contacted the vendor, Harmar, directly. They reviewed the original PO we sent her, and noticed that we had put both customer vehicle information down on the PO and so they agreed to send the customer the upgraded (more expensive) lift to an installer in her area, as well as pay them to have the 2nd lift installed, as long as she used the packaging to return the original lift. Discount Ramps was not involved in this transaction. Customer then contacts us to say she wants a discount on her original purchase from months ago, to keep the item instead of returning it. Customer has two Harmar lifts, and is refusing to return the original lift, and refusing to pay the half price invoice we sent her on 02/06/for the 2nd lift. Here is the link to view the price of the lift on the original order: http://www.discountramps.com/silver-spring-electric-power-chair-scooter-lift-car...⇄ Here is the link to view the price of the 2nd lift: http://www.discountramps.com/harmar-profile-power-scooter-lift/p/AL160/. Customer also purchased the "swing away" arm and "wiring harness" for each. The invoice we sent to the customer for the 2nd lift, swing away arm, and wiring harness, totals $1139.49, down from actual price of $2278.98. This doesn't include the cost that Harmar paid to an installer to put it on her 2nd vehicleCustomer already paid for the "used ramp" (its been used by her for nearly a year) and now we are only requesting she pay half price for the 2nd carrier which she has possession of and was installed on her vehicle already. I am unsure what we can do to resolve this for the customer, as she has TWO lifts that she has paid ONCE for, over a year ago. LilyDiscount Ramps Sales and Service Manager