Knueppel Healthcare Services, Inc.

Review: The bariatric bed MEDMDR107004 (hospital bed heavy duty x-wide) bed broke on Saturday (steel leg frame support broke in half). We had to call paramedics because we could not lift the patient out of bed ourselves nor care for the patient properly and had the patient taken to the hospital until Kneuppel could come and fix the bed. We have photos of the break on the bed. Only the headboard was replaced by Kneuppel on Monday. Then the hydraulics on the bed broke on Monday night, which prevents us from using the bed properly. Kneuppel was supposed to deliver the new bed Monday and did not because they thought fixing the headboard was an "easier fix." Now they are an inconvenience again, because today (Tuesday) they have to come back (the patient is no longer in the hospital) and replace the bed and they REFUSE to pay the paramedic fees to move the patient.Desired Settlement: We want a refund check for both paramedic services and hospital fees we had to incur and a written apology for the disservice.

Business

Response:

We believe the

bed was damaged from unintentional misuse by inadvertently attempting to force

the bed to move against the direction of the locked castors causing the castor receiver

on the headboard to bend. Before we went

out to the home to assess the damage, our service manager assured the client’s

daughter that we would replace the bed if necessary, but unknown to her was

that the parts are interchangeable with other manufacturers and we were able to

replace the entire headboard.

Although we

then received a call that the motors/actuators (what she called the hydraulics)

wouldn’t work, when we got there we were not allowed to investigate the problem

on premises and we just switched out the bed at no charge. However, upon

returning to the store we assembled the bed and nothing was wrong with it. We did inform the client as well.

The client

needed the paramedics because they don’t have a patient lift in the home which

would safely lift the client when needed so we don’t feel any costs incurred

for moving the client is our responsibility.

Consumer

Response:

I reject the business response to the complaint because we were flat out told the bed would be replaced the first time around and it was not. The bed did not work in the home when the technician came out and tried it.