 |
|
|
|
|
|
|
|
 |
 |
 |
 |
 |
 |
 |
|
Things to Consider * What to do if My Equipment is not Right * Consumer Protection in Wisconsin
Things to Consider – Be A Smart Consumer
By Laura E. Plummer, MA, CRC, ATP – Stout Vocational Rehabilitation Institute
Look for Knowledgeable Sales Staff
Does the salesperson know about special features of the product or available modifications? For example if you wear a hearing aid, does the cell phone salesperson know if the phone is compatible or if there are any adaptations needed for the phone?
Does the salesperson know if there alternative directions for the product (Large print, website, etc)
Does the salesperson know if the manufacturer provides disability specific modifications to the product itself?
Does the vendor offer a variety of products from several manufacturers or do they represent just one?
Is the vendor willing to allow you to “try out” the device?
Does the vendor provide “in home” services or do they know about local resources that offer assistance after the sale?
Are there any discounts available?
Product Features
Visual Displays:
• Are the controls or buttons large enough to see or to push?
• Is there a backlight?
• Is any wording legible?
Fasteners and dials:
• How much strength is needed to operate?
• Do the controls slide or twist?
• Are knobs large enough or too large?
Control location:
• Can the on / off controls be reached and are they easy to use?
• Is there a reset switch?
• Is there a remote control, if so is it RF or Infrared?
Set up / Instructions:
• Is the device easy to set up and do you fully understand how to operate it?
• Are the instructions easy to follow and written clearly?
• Are there follow up services if you have questions?
• Are instructions available in large print or Braille?
Alternative Designs and Adaptations:
• Have you looked for specialized devices related to your disability?
• Can you make changes to the product if you need to?
What to do If My Equipment is Not Right
By Cindi Pichler – Independence First
What should you do if equipment that you purchased for your disability isn’t right?? Maybe the vendor did not take the time to fit the equipment properly, or they talked you into buying something you really didn’t want. Maybe the equipment needs repairs, and they aren’t fixing it, or honoring the warrantee. Maybe they are taking too long to furnish or repair a device you depend on. What can you do??
1. Approach the company first. If you haven't already attempted to resolve your complaint directly with the company, bring your concerns to the attention of the owner or manager. If you remain calm, courteous and friendly a company is more likely to deal with you directly. Also be specific about what you are seeking. If you are still not satisfied after contacting the company, there are multiple avenues you may take.
2. If you are using a funding source to help pay for the equipment, tell the funding source about your concerns. They have a responsibility to spend their money wisely, and may be a valuable ally. Medicare’s number is 800-447-8477, and Wisconsin Medicaid’s Recipient Services number is 800-362-3002.
3. If the provider has professional credentials, complain to their credentialing organization. How do you know if they have credentials?? Check their business card, or ask the vendor. The most common credentials for Durable Medical Equipment providers are: CRTS (Certified Rehabilitation Technology Supplier), ATS (Assistive Technology Supplier), or OTR (Occupational Therapist, Registered). To contact one of these organizations:
a. National Registry of Rehabilitation Technology Suppliers, (CRTS credential), POB 4033 Lago Vista TX 78645-4033, 800-976-7787, www.nrrts.org/
b. RESNA, (ATS credential), 1700 N. Moore St, Suite 1540, Arlington, VA 22209-1903, 703/524-6686, www.resna.org
c. National Board for Certification in Occupational Therapy, (OTR credential), 800 South Frederick Avenue, Suite 200, Gaithersburg, MD 20877-4150, (301) 990-7979, www.nbot.org. Complaints can be emailed to professional.conduct@nbcot.org
4. If the first two options don’t produce results, your next step is to use the consumer protection services that are available to everyone. The Better Business Bureau processes complaints against companies located within the State of Wisconsin. The BBB handles complaints about: Misleading Advertising, Improper Selling Practices, Non-delivery of Goods or Services, Misrepresentation, Un-honored Guarantees or Warranty, Unsatisfactory Service, Credit/billing Problems, and Unfulfilled Contracts. Complaints can be filed with the Wisconsin Better Business Bureau by mailing a complaint to Better Business Bureau, P.O. Box 2190, Milwaukee, WI 53201, via e-mail at complaints@wisconsin.bbb.org or online at www.wisconsin.bbb.org. They can also be reached by phone at (414) 847-6000. The BBB does not take sides in a dispute. It works to facilitate communication between the company and the consumer, to help both sides come to a satisfactory resolution to the complaint. In many cases, dispute resolution, including mediation and arbitration, may be available to help resolve the dispute. If you contact the BBB and the complaint does not fall within the scope of services, you will be referred to the appropriate agency.
5. Wisconsin Department of Agriculture, Trade & Consumer Protection processes complaints against companies that do business within the State of Wisconsin. Complaints can be filed with Consumer Protection by calling 800-422-7128 or via online at http://datcp.state.wi.us/cp/consumerinfo/cp/complaint-form/ Include problem history with date and location of purchase; copies of all documents; and your work and home numbers. Your complaint and the information you provide will be used in efforts to resolve your problem and will typically be shared with the party complained against. It may also be used to enforce applicable state laws. Under Wisconsin's Open Records Law, Wis. Stats. 19.31, your complaint will be available for public review upon request, after this department's action is completed.
6. If your complaint is against a builder or remodeling contractor, the National Association of the Remodeling Industry (NARI) can be contacted. Complaints can be filed by calling 414-771-4071. You will need to provide the contractor’s name, your name and address and they will mail out a complaint form. Members of NARI are full service contractors, design-build firms, manufacturers, suppliers, distributors, subcontractors, lenders and other related professionals who work in the remodeling field. This organization also offers alternative dispute resolution programs.
7. If all other avenues fail, you may wish to seek legal advice or file a case in Small Claims Court.
Consumer Protection in Wisconsin
By Cindi Pichler – Independence First
Approach the Company First –
If you haven't already attempted to resolve your complaint directly with the company, we suggest that you bring your concerns to the attention of the owner or manager. If you remain calm, courteous and friendly a company is more likely to deal with you directly. Also be specific about what you are seeking. If you are still not satisfied after contacting the company there are multiple avenues you may take.
The Better Business Bureau Serving Wisconsin processes complaints against companies located within the State of Wisconsin. The BBB handles complaints about:
Misleading Advertising
Improper Selling Practices
Non-delivery of Goods or Services
Misrepresentation
Un-honored Guarantees or Warranty
Unsatisfactory Service
Credit/billing Problems
Unfulfilled Contracts
Complaints can be filed with the Wisconsin Better Business Bureau by mailing a complaint to Better Business Bureau, P.O. Box 2190, Milwaukee, WI 53201, via e-mail at complaints@wisconsin.bbb.org or online at www.wisconsin.bbb.org, 414-847-6000.
The BBB does not take sides in a dispute. The BBB works to facilitate communication between the company and the consumer, to help both sides come to a satisfactory resolution to the complaint. In many cases, dispute resolution, including mediation and arbitration, may be available to help resolve the dispute. If you contact the BBB and the complaint does not fall within the scope of services, you will be referred to the appropriate agency. The BBB is a private, non-profit organization developed to monitor and report marketplace activities to the public. BBBs are licensed by the Council of Better Business Bureaus, and governed by their own local Boards of Directors. Better Business Bureaus exist to PROTECT the citizens and businesses in the communities they serve, and to work to promote an ethical marketplace.
Wisconsin Department of Agriculture, Trade & Consumer Protection processes complaints against companies that do business within the State of Wisconsin. Complaints can be filed with Consumer Protection by calling 800-422-7128 or via online at http://datcp.state.wi.us/cp/consumerinfo/cp/complaint-form/ The following forms are available their web site for filing a complaint.
Consumer Complaint
Home Improvement Complaint
Landlord/Tenant Complaint
Motor Vehicle Repair Complaint
Product Safety Complaint
Telecommunications Complaint
Weights and Measures Complaint
Sight Impaired Complaint
Include problem history with date and location of purchase; copies of all documents; and your work and home numbers. Your complaint and the information you provide will be used in efforts to resolve your problem and will typically be shared with the party complained against. It may also be used to enforce applicable state laws. Under Wisconsin's Open Records Law, Wis. Stats. 19.31, your complaint will be available for public review upon request, after this department's action is completed.
The National Association of the Remodeling Industry (NARI) will process complaints against members of their organization. Complaints can be filed by calling 414-771-4071. You will need to provide the contractor’s name, your name and address and they will mail out a complaint form. Members of NARI are full service contractors, design-build firms, manufacturers, suppliers, distributors, subcontractors, lenders and other related professionals who work in the remodeling field. This organization also offers alternative dispute resolution programs.
If all other avenues fail, you may wish to seek legal advice or file a case in Small Claims Court. You can find information on businesses that have been in the court system by visiting Wisconsin Circuit Court Access on the internet at http://wcca.wicourts.gov/index.xsl
