Hi, my name is dor1970! Wheelchair came in the wrong size, but they won't refund. What can we do?

dor1970

I have had trouble with a wheelchair I received from wheelchair services for my husband who has MSA. I was put in touch with AJM healthcare to obtain the nhs voucher scheme through our occupational therapist. My husband was fitted for the chair knowing what his health problem was. Several weeks passed and no sign of the chair when we called them they advised us to go to their private side of the business that way they could get it quicker it wasn’t going to cost any more then the original quote and the nhs voucher was still in place. Eventually after 6 weeks the chair was delivered as soon as we saw it I said to the man who was bringing it in that it looked too small. He said they have to be a snug fit. Within a few days of using it we found it to be very hard to get my husband in and out of it when transferring him. I rang up and asked if they could come out as I wasn’t happy with the chair. When the technical man came out he agreed it was too small and upon re measuring it found it to be 3 inches too narrow and the leg and feet weren’t in the right position. He said he would get onto the office and order a replacement. After 2 weeks I called the office and was told they were not offering a replacement as my husband signed for it and he was of sound mind !! This cannot be legal if the wheelchair is not fit for purpose. I have made a compliant to the company but they haven’t got back to me. When I’ve tried to email them the message just get bonced back to me. Has anyone any idea on this what I can do the nhs voucher was worth £880 and we paid a further £2,347

Rosie_Scope

Sorry to hear that happened to you @dor1970, that all sounds incredibly frustrating. It's good that you've put in a complaint, hopefully that'll get addressed by the company soon.

Citizen's Advice have a page with some ideas about what to do if you're not getting anywhere with the company: https://www.citizensadvice.org.uk/consumer/get-more-help/Solve-an-ongoing-consumer-problem/

You can also contact them to get advice on your rights and anything else you might be able to do:

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/help/if-you-need-more-help-about-a-consumer-issue-energy/

Hope you can find a resolution soon!

dor1970

our occupational therapist did call them on our behalf but was told because we purchased through their private side of the business it was nothing to do with the NHS even though they had £834 in NHS vouchers.