Eamonn Vincent

Review of Oak Tree Mobility

This message is on behalf of my wife Jill Evans. T...

This message is on behalf of my wife Jill Evans. This is her review of Oak Tree Mobility in relation to her father Edward Evans.

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In brief: My 96 year old father Edward Evans purchased a riser recliner chair from Oak Tree Mobility. It was sold with a life time warranty.

The chair stopped working after 13 months. After over 20 telephone calls and the attendance of 2 engineers the chair is still not working. The company have refused to supply a replacement chair. They know we are desperate and they have been very unresponsive and unhelpful.

Do not purchase a chair from this company they are totally unreliable.

Thanks,

Jill Evans

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15 March 2018

Here is an update from Jill Evans of the situation following the posting of this review.

Oak Tree Mobility,

The Oak Tree Mobility aftercare/customer service is not fit for purpose. It was not until we posted a negative review on Google review that I got my father s problem resolved.

Oak Tree Mobility outsource their engineer visits to Home Serve. The mechanical parts for their chairs are supplied by other companies. Of the 3 engineer visits that took place none of the engineers was able to identify the defective part. On each occasion they suggested that Oak Tree send out a particular part to see if that was the cause On the subsequent engineer visit that part was checked and was found not to be the cause. More parts were then ordered and a further engineer visit had to be booked. On each occasion the part sent was not the cause.

From the outset we had been requesting the provision of a replacement chair. All of the customer service operatives I spoke to on the phone informed us that that was not possible and they were personally unable to authorise it. I was informed that it was not possible to speak to someone who could authorise it! I emailed the company requesting a reply and got none. Until we posted this review on Google and on social media, it was impossible to raise the issue with a senior manager.

Yesterday a replacement chair was supplied. But to get to this point has taken nearly two weeks and has caused distress to an elderly man.