Mountain West Stairlifts, LLC

We have been working with [redacted] to resolve this issue It will require a some time to resolve as measurements and drawings will need to be redone and sent to the manufacturer We have spoken at length to this customer and continue to work to meet her needs We feel that we will be able to resolve this issue in a manner that will make her satisfied

On April 20, the Complainant called and asked us to purchase from her two Stannah Straight Track Stairlifts As part of protocol we searched the Stannah Database for owners both past and present, in order to ascertain any history and ownership on these units We found these units in the databaseThis model of Stannah is no longer manufactured , and that they had been custom modified to fit two very short staircases We found that the complainant was not in the database of Stannah owners and wasn’t connected to the serial numbers of these chairsWe were also able to confirm no request for change or modification to the registered ownership had been submitted to Stannah We found that on the month previous an annual maintenance service and at that time the stairlifts were still in use On occasion used stairlifts can be purchased for recertification or parts use typically known as a “buyback” These stairlifts were removed in the first week of May At that time the complainant was made aware that the buyback process typically runs 8-weeks for funds to be released This timeline is to protect both the estate and assets of the registered owner of the Stairlift, and our company ( the purchaser) from any probate issuesIt is our policy to put the used Stairlift (s) in a hold status in our warehouse for 8-week terms to insure that there are no other “would be heirs” or “dissenters” wishing to claim benefit from the asset Once that time frame is finished funds are released, and the stairlift is either used for parts or recertification.In this case the complainant called our office in late July and spoke to Russell She was told that we could release the funds because there had been no other evidence that anyone but the complainant was the beneficiary during the allotted time frameShe was told that they would be mailed out on the following business day This was the end of the weeks Funds were sent on the following business day and the complainant has received these funds Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is in the process and feel it is going to be beneficial and satisfactory to the church. MrH*** has taken great care in listening and providing a solution to the difficulty the sales person has caused. I have spoken with him in length and they have continued to provide updates to the process and we will be forever grateful for the resolution he has provided.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:the company did send the check the day after I filed the Revdex.com complaintThat is three weeks after I talked to Russell not the next dayNone of the explanation of holding of funds for twelve weeks was given to me at any timeI am glad this is resolved as I got my check, but not as stated by the company
Sincerely,
*** ***

On April 20, 2016 the Complainant called and asked us to purchase from her two Stannah Straight Track Stairlifts.  As part of normal protocol we searched the Stannah Database for owners both past and present,  in order to ascertain any history and ownership on these units.  We found...

these units in the database. This model of Stannah is no longer manufactured , and that they had been custom modified  to fit two very short staircases.   We found that the complainant was not in the database of Stannah owners and wasn’t connected to the serial numbers of these chairs. We were also able to confirm no request for change or modification to the registered ownership had been submitted to Stannah.  We found that on the month previous an annual maintenance service and at that time the stairlifts were still in use.  On occasion used stairlifts can be purchased for recertification or parts use typically known as a “buyback”.  These stairlifts were removed in the first week of May 2016.  At that time the complainant was made aware that the buyback process typically runs 8-12 weeks for funds to be released.  This timeline is to protect both the estate and assets of the registered owner of the Stairlift, and our company ( the purchaser) from any probate issues. It is our policy to put the used Stairlift (s) in a hold status in our warehouse for 8-12 week terms to insure that there are no other “would be heirs” or “dissenters” wishing to claim benefit from the asset.  Once that time frame is finished funds are released, and the stairlift is either used for parts or recertification.In this case the complainant called our office in late July and spoke to Russell.  She was told that we could release the funds because there had been no other evidence that anyone but the complainant was the beneficiary during the allotted time frame. She was told  that they would be mailed out on the following business day.  This was the end of the 12 weeks.  Funds were sent on the following business day and the complainant has received these funds.  Tell us why here...

We have been working with [redacted] to resolve this issue.  It will require a some time to resolve as measurements and drawings will need to be redone and sent to the manufacturer.  We have spoken at length to this customer and continue to work to meet her needs.  We feel that we will be...

able to resolve this issue in a manner that will make her satisfied.