My wife suffered a severe plateau fracture of the knee recently and just finished up her second surgery to install a permanent plate and pins.
We purchased several pieces of medical equipment but decided to rent a wheelchair for short-termed use. Our medical supply company recommended Butts Rental, Inc at 4960 Pecos St.in Denver, ph 303-455-3674. I called ahead of time, and they said they had one chair in stock. I signed a contract for 30 days for a fee of $60.00. Jenny has been in a tremendous amount of pain and discomfort since the break occurred, and not just at her knee, but throughout her leg.
Although we probably only used the wheelchair 5-6 times during the course of the rental, she mentioned several times that she couldn't sit in it comfortably for any length of time. Everything right now causes her discomfort, and nothing seemed odd about the chair, so we bore with it until the end of the rental period and returned it today, December 20th, at about 12:30pm.
Just as the time was finishing up, we both noticed that the wheelchairs at the orthopedic facility were much wider-lapped and far more comfortable for Jenny to sit in. I called the rental company a couple of days before the rental period was up to see why ours was different, and they told me that I had a junior chair.
I don't know much about medical equipment per-se, as I've never suffered a broken bone, so I had no idea that wheelchairs come in various sizes. Apparently, neither did the rental agent. I had told him that I was getting the chair for my wife who was injured, not a child. Since I had not reviewed the receipt in dept to see that I had rented the junior chair before leaving the store, except to see that I was paying the correct amount, I did not ask for a full refund.
I stated that on the next rental of an adult sized chair that I receive a 1/3 discount, or $20. The crew of three young men on duty today, including the store manager, argued with me for some time about whose responsibility the mistake was, and I tried to make my argument as logical as possible. I also reiterated that I was not seeking a full refund, but $20 off of the next rental.
When a rental agent told me that he would give me something off the price, but certainly not $20, I told him to go ahead and charge me the full amount, and I would take the issue up with the store owner at a later date, and let him know how disrespectful and uncooperative his staff was with me.
At that point, that young man handed me my receipt and told me that he was refusing my future business, and would not rent me another chair. The young manager standing close by agreed, and sent me on my way, depriving my wife of a much needed wheelchair. All of them laughed as I left the building.
I called back a few minutes later and asked for the owner. I was told that he was not in the building, and was asked if I wanted to leave a message. I told the agent that I wanted to leave a voicemail, and I was told that the owner doesn't have voicemail. I heard the other two employees laughing in the background.
This behavior is deplorable, and Butts Rental, Inc. Deserves a public reprimand.
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