My 84 year old Dad, who lives with me, took a turn for the worse and went to the emergency room, then into the hospital. We were told he would have trouble walking when he got out, so I ordered a walker from Preferred Healthcare at www.phc-online.com. We were emotionally distressed, and wanted to be sure he would be comfortable when he returned home.
Dad was home before the walker arrived, so we realized that he was not going to need it. The walker arrived Sept. 12.
I called Preferred Healthcare about how to return the walker, and they gave me a Return Authorization Number (RA#), and directions how to send it back via UPS. I returned the walker with all the tags and protective paper still attached nine days later. (They stated they had a 15 day return policy).
I was patting myself on the back for emotionally holding myself together while taking care of my family, my invalid dad, and still working my job.
After more than a month with no word or money returned, I called Preferred Healthcare. (Their written policy stated that they will forward you a check within 14 days of receiving the product.)
On Nov 7, I talked to Randy, who said he would take care of the matter.
On Nov. 20, I called and talked to Marilyn, who said she would return my call today. (she never did)
On Nov. 20, when I didnt hear from Marilyn by late in the day, I called again and Dan told me he wasnt sure but thought thatthe check was already sent.
I documented many calls I made to PH but never once did they call me.
Finally, 66 days after I returned the walker, (and many calls to them) They sent me a check, minus $58.00. (Restocking Fee seems a bit high for an unused, still in the package with tags, walker)
They advertise that they will pay shipping to the customer. I paid my own shipping back to them.
After their so-called refund, my out-of-pocked expense was $86.48.
I contacted the BBB and now know what you are talking about when you say that BBB membership is bought, not earned.
This whole mess started August 27. To this date, a year later, the BBB tells me that the case still hasnt been reviewed. (I first contacted the BBB in Dec) The status for Preferred Healthcare on the BBB website still says, Based on BBB files, this company has a satisfactory record with the Bureau. Any complaints processed by the Bureau in its three-year reporting period have been resolved. (The key word here seems to be processed. If they dont process the complaint it must not have happened.)
Preferred Healthcares letters to the BBB have been full of lies like, I offered to send her an additional refund but she declined, saying it wasnt worth it. What a lie!!! Thats all Ive been asking for this whole year. I could go on, but you get the idea.
In hindsight, I wish that I had just purchased the walker at Sav-on or Walgreens, where it costs $179. And I could have returned it for a full refund, no questions asked!
I truly believe Preferred Healthcare preys on the sick and elderly at a time when they are most vulnerable.
Im very disappointed in the BBB. I actually checked with their web site to see if Preferred Healthcare was a reputable company before purchasing the walker. Now I see with my own eyes, that I cant trust the BBB web site either.
Hindsight is so clear, hopefully you can benefit from my loss.
El Cajon, California
U.S.A.
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