Discount Ramps.com

Installation hardware and instructions were delivered 09/29 via UPS [redacted].  I Have also attached the assembly instructions for the [redacted]-** 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?  [redacted]
Discount RampsSales and Service Manager

Customer contacted us on 10/25 and sent photos which I have attached.  Photos show slight bowing in the middle, which is indicative of regular usage.  Ramp is being used at a 2:12 angle, which is acceptable.  Ramp seems to have some natural wear and tear from everyday use, which is...

acceptable, but not covered under warranty.  Offered customer $100 towards a replacement, which is half the price of the item, as a courtesy, since our warranty doesn't cover regular usage.  Customer was dissatisfied with offer.  Only a full replacement will satisfy this customer so in order to ensure customer satisfaction, a replacement will be sent out today.  This replacement will complete the one year warranty, as item was replaced in full.  LilyDiscount RampsSales and Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
First of all we have not received the return labels! Secondly just because it says deer lift on it doesnt mean that its not for us- meaning that  it is maybe just what it is called but has multiple uses- sorry but this is my first time with assembling one of these devices...Furthermore just because the specs are given doesnt mean that it will be difficult, inconvenient and clunky to use- the video on their website shows a lady smaller than me flipping it up and down like it's nothing- we believe that this is deceptive and does not reflect the difficulty of use- beyond that the rack rattles SO loud as you drive it is impractical to use- the point of this is convenience- but this has been a nightmare and when properly assembled in the end it's  heavy loud and annoying and more trouble than it is worth. We had it for just over the 30 day return period but with all of the incorrect parts, assembly and disassembly it took us time to figure out if it would even work. If they had sent us the correct parts from the get go it may have been a different story we could have sorted out what it was and how bad it was to use. If not for all of the confusion that they caused- we could have assembled it ourselves and dealt with it in a timely manner- as is we are stuck with $500 plus useless mess.     Regards,
[redacted]

Customer purchased Cable Ramp covers https://www.discountramps.com/cable-protector/p/DH-CP-5/ in June of 2017.  They are being used in a medium constant, heavy duty traffic area of a parking lot of a lumber store, where they are being driven over by semi trucks carrying loads into the yards, as...

well as fork lifts bringing loads out from the yard to the parking lot.  See attached photo.  These units have experienced a lot of wear and tear due to their placement.  They are rated for these heavy duty things to drive over them, however, over time, they will wear out.  How fast they wear out will depend on how often they are driven over.  They are permanently mounted to the asphalt so they are experiencing constant wear.  We do have a warranty on these items, and warranty does not cover wear and tear.  Because I do not have that posted stating as such on my site, I did replace the cable ramps for the customer, despite the heavy usage. [redacted] Discount Ramps Sales and Service Manager.

We are very sorry the customer had an issue with his order. We would be happy to refund the shipping amount of $12.66 to help come to an agreement that works for both parties. Unfortunately, we cannot post his review since it included the line, "That shut them up." We feel as though that type of...

language is not appropriate to have in a review posted on our site. A refund for $12.66 will post back to his original form of payment through Walmart in the next 5-7 business days. Please let us know if we can be of any further assistance in this matter. Matt H[redacted]Discount Ramps

I am working on getting a copy of the reciept, this was purchased though National Multiple Sclerosis Society charity as this is medical equipment needed for my terminally ill wife.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 defective. And 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 500 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,
[redacted]

We refunded the remaining amount of $36.18 to his PayPal account today.  The item that was order and than cancelled was for $38.99 we charged $20.00 for the shipping which brought the total to $58.99.  We did credit the $22.81 on 11/2/2015 and today the balance of $36.18 which makes that a...

total credit of $58.99 which was charged to the PayPal account.  This is the total refund due.

Customer refund of $1.25 was completed in our order system by our accounting department on 08/21.  The final step of applying the refund to the customer's PayPal account was overlooked.  I have taken that final step and refunded $1.25 back to the customer's PayPal account for the sale...

price.

Customer Rita Campbell placed order on 04/13, order shipped on 04/14 and arrived on 04/18.  We received a call from customer on 04/18 to advise of issue and we sent a UPS label.  Refund was made on 04/28 for the item minus restocking fee.  Customer called on 05/01 to dispute the...

restock fee based upon the condition the item arrived to them.  We immediately refunded the remainder, and the refund was applied in the amount of $125.10 on 05/04.  [redacted] Discount Ramps Sales and Service Manager

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 SC500 or 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.  [redacted]Discount Ramps

I am very sorry that I am unable to accept a return, or issue a refund, to the customer order that was placed and received in April.  The customer sent photos of the item in use.  We informed the customer was not being used for its intended purpose.  I am sorry for the dissatisfaction.  Customer has product.  Customer used product.  We cannot accept a return. [redacted], 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

To Whom It May Concern:The refund issued on this order is in accordance with our refund policy as it is listed on our website. Our website states, on the Return Policy Page, " “What if I need to return my purchase?” You may return new items sold by DiscountRamps.com within 30 days of purchase...

for a refund, excluding any shipping costs incurred. No returns will be accepted after 30 days of the receipt date of the item(s). If the item you purchased had free shipping, the actual shipping cost will be deducted from your refund." The outgoing shipping of $34.12 that was deducted was the amount we incurred for shipping the item to the customer. As our policy states, that amount was deducted when the refund was processed. This was conveyed to the customer when the RA was requested. As a courtesy, we would like to offer to split the cost of outgoing shipping and process a refund of $17.06. If this is acceptable to the customer, a refund will be issued in 3-5 business days. Please let us know if we can be of further assistance.DiscountRamps.com

Order was placed 04/28/16.  Order delivered 05/04 via XPO Logistics 997-785272.  We did not hear from customer until 08/12, which is over 90 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 30 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 edge. I 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 $799.99 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 order. In 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.[redacted]Sales and Service Manager, Discount Ramps

We are very sorry for the problems the customer is having with the carrier. We have attempted to verify all of the information the customer, but have been unable to get the model number of the chair from the customer. We also asked about the possibility of receiving pictures. With pictures we might...

be able to help troubleshoot the problem or ship a new carrier under warranty. Unfortunately, the customer is unable to send any more information. Without any more information, we have to have the carrier returned to process any warranties or store credits. The customer purchased this item in February and we have a 30 day return policy for all items, if the customer would like a refund. Past the 30 days, we offer the customer a warranty replacement or in store credit if needed.

[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 [redacted], and find that this resolution is satisfactory to me.  However, there is information from the supplier which isnt true. They claim that semi trucks drive back into the yard. I sent them photos of the yard and clarified that no semi trucks drive over the units. the photos of the yard will confim that a semi truck cannot fit or make it into the yard. I dont trust the representitive because not only did she add misinformation she is manipulating the situation which is shallow and unethical. 
Regards,
[redacted]

I accept the business's response to resolve this complaint but the part "This was conveyed to the customer when the RA was requested" is simply not true.

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.  [redacted]Discount Ramps

Review: I purchased a ramp on ebay that was described as "This item may be scratched, dinged, and dented, or may have cosmetic imperfections such as paint chipping and scuff marks. Each customer return is thoroughly inspected for safety and product completeness. We are confident this product is in full working order and contains all necessary components for safe use and operation". The weight limit was 600lbs. When loading the bike I have that is 454lbs, the loading ramps collapsed causing damaged to my bike in the amount of $450 and my knee getting hurt. I contacted discount ramps and was only offered a upgraded ramp for the unit which should have been sent in the first place. They refused to pay for the damages and said to contact the manufacturer. I had already contacted them and they wanted no part in this because it had been sold as used. I watched the video they had listed and had loaded the bike perfectly. The loading ramp was not safe for operation.Desired Settlement: I would like $100 to replace the loading ramp with a more secure ramp and $450 for the replacement of my pats damaged. Hopefully I have only twisted my knee and it heals.

Business

Response:

Our customer [redacted] contacted us 8/16/13 statlng that there was an issue with the carrier that

he purchased from us and that the ramp failed. He immediately filed a complaint/comment to the Revdex.com

before giving us a chance to correct the problem.

The ramp failure has nothtng to do with the item being sold as used. Any used item that is returned to

our location is inspected before it is re-shipped. The customer supplied our [redacted]

with the parts of the motorcycle that were damaged and research was done as to the cost to replace

these parts, which was $419.88. The customer did not supply us with an estimate as he was going to

replace the parts himself and was not going to take it to a shop for repair

We received the approval from the manufacturer of this carrier and ramp to refund the customer. The

total damage for the motorcycle was $419.88 and this check was mailed to the

customer on 8/26/13.

Per the customer he will be keeping the carrier as is and did not want us to send him a replacement

ramp.

Please see all attached documentation for this complaint.

Thank you,

###-###-#### - [redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I filed the complaint minutes after I was told they weren't going to pay the damages by the president of the company. You should tell the truth. Thanks for making it right!

Regards,