Surehands Lift & Care Systems

I just returned from a vacation in Orlando, Florida. Having two adult daughters who require two person transfers I wanted to make this vacation enjoyable for them. We are a family who utilizes sure hands lifts in our home. They are integral in making life easier! I decided to think outside the box and reach out to try to rent a sure hands for our trip. As usual the reps throughout the company were wonderful! From our representative in Rhode Island to the representative in Orlando we had great communication and wonderful service! The end result was an amazing vacation enjoyed by All! Thank you Surehands for supplying a great product and a group who really cares!

Horrible customer service!
I’m a nurse and a case manager in Los Angeles, CA. My Uncle who lives in the Philippines contacted me 2 weeks ago to look into inquiring about the lift system for him. He has muscular dystrophy, he has shuffling gait and as time goes on, weakness on both of his lower extremities becomes apparent. He is unable to perform transfers from sitting to standing and requires up to 2 person assist to get him to stand up. He needs assistive devices just to ambulate. So to continue, he sends me a link of Surehands to get a quote on a series 2000 lift system for him so he can have it installed in his bathroom.
I called and spoke to Debbie Sardella in Sales. She informed me that in order to get a quote, i would need to send over the floor plan of the bathroom and forms that my uncle needs to sign stating that they cannot service/​install the lift as they don’t have a distributor in the Philippines which was not a problem. I get the form via email which i forwarded to my uncle which he happily signs and I get back to Debbie within 48 hours along with the floor plan. She mentioned that the wall between the toilet might be too tight for their system, I said that’s not a problem at all and still requested for the quote. A full business week goes by, no response from her. I called her Friday (10÷12÷12) and she sounded surprised that we still wanted it, stating again the size of the entrance that is required by their lift system. I again said that we can take the wall out if needed to accommodate the lift. She said she’ll have the quote out.
It’s 10÷16÷12. Still no quote. When you’re selling a product that is needed by patients who has physical limitations, I would expect that they would work a little faster. I mean, all I’m asking for is a quote. If it takes more than 2 weeks to get a quote and I STILL DON’T HAVE A QUOTE. I think it’s time to move on.
Debbie, As a person who works in the medical field, I really hope your sales go down the drain. Your company does not deserve to be standing because people who want to buy your product can’t because of your customer service and lack of initiative to sell the product.