CTM Homecare Product, Inc. CTM Mobility, CTM Power Chairs HORRIFIC FAILURE TO EXHIBIT INTEGRITY IN HONORING WARRANTIES Internet
We are a medical equipment dealer. I have never felt so adamantly about reporting a manufacturer that I would file a complaint like this on line. This is a first! I feel the public needs to be made aware of this company's disregard for standing behind their product. The facts:
2/2011 we ordered a power chair from CTM to put on our showroom floor
3/2011 we became aware of a defect in the chair and returned it to CTM for a replacement chair
3/2011 CTM did replace the chair as was appropriate (after all, they had sent us defective merchandise)
1/2012 we sold the chair to a customer
10/2012 the controller on the chair "went out" and we asked to have it replaced
10/2012 an exchange of calls involving our dissatisfaction with CTM policies occurred.(See below)
10/2012 CTM refused to replace the controller in the 1 year warranty period. We felt we needed to stand behind the equipment 10 months after the sale as a matter of integrity and ordered a new controller for which CTM charged us $400 (approx) wholesale
10/2012 the new controller was defective! Initial CTM response from their tech department was they can't fix it. Call the manufacturer of that component to resolve.
I spoke with a manager by the name of Ellen. She was steadfast in saying that their warranty started the day when they delivered us the original defective powerchair. Therefore she said they honored their warranty and even delivered a brand new chair to us to replace the defective chair! I argued that we are dealers and the warranty could not possibly be considered to be in effect when they delivered a peice of defective equipment to us that had never been sold to the public. If you sell a dealer a defective peice of equipment, you HAVE to replace it and that has nothing to do with the warranty. She was steadfast. Our customer is in a skilled nursing facility and bedbound (unless there's a care giver to wheel her around in a wheelchair). If they put her in a power chair she gets around on her own and is fine. I asked Ellen if they even care about the person that has to remain confined to a bed all weekend because of 1) No warranty being honored 2) more faulty merchandise (controller)? She wasn't forthcoming with any solution other than we could bring the chair to them in Chino (more than an hours drive with a truck and technician) and she would have their tech look at it for no charge. Note that our tech in our store is a 15 year veteran in the technical field and has traveled all over the country for training. We knew it was the controller. She said if two controllers haven't worked maybe it's something else. Reasonable. Except their tech and our tech agreed that it was the controller. End of story. She was NOT going to try to help. Their tech gave us the phone number for the manufacturer of the controller. We called them and they said yes, it is the controller and send it to them. They were willing to help. We had to send the controller to them. This was CTM's job . . . not ours. We took a chair off the floor and took it to the customer today. We are working to fix the faulty chair controllers and return her chair to her. CTM are very, very uncaring folks! Go with GOLDEN or PRIDE but NEVER, NEVER, EVER with CTM! We have never experienced anything like this before. We won't ever again . . . with CTM anyway!! We're done!
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