I dare you to top this customer service story! South Jersey peas please read :)

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Posted 2/8/2013 by jenjie in NSBR Board
 

jenjie
PEAsed to be here

PeaNut 88,667
May 2003
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Posted: 2/8/2013 10:34:13 PM
update - OK here's the review I posted on my FB page. Where else do I want to post online? Yelp or some other place like it?

I cannot say enough good things about Core Care (medical supply in Sewell, NJ near JFK Hospital) . I haven't seen this level of customer service in... well to be honest, I don't know that I've ever seen this kind of customer service! They truly care about their clients and work hard to ensure their satisfaction. If you are local and need medical supplies, I strongly suggest you give them a try.

We ordered a ramp from Core Care for Nana. Jessica went out of her way, staying late to work out the best possible delivery situation. The ramp arrived from the manufacturer on Friday, later than expected due to weather conditions. It was missing some parts. Unasked, Tom provided a temporary ramp so Nana could get into the house before installation. He and his assistant worked in the rain and cold, into the dark evening hours, to complete installation. I believe they are out in the rain again today putting on finishing touches.

*******

You rarely get customer service like this anymore. DH's nana is finally in her own home today, due in large part to the amazing people at Core Care medical supply in Sewell, NJ.

The peas helped me with some legal forms for things we needed to do on Nana's behalf. Thank you peas!

OK so Nana was in the hospital for almost a month, she almost died twice and suffered temporary mental distress/breakdown. It's been a wild ride. She tried to leave the hospital several times before she was ready. She's been a nurse for 40 years and "knows her body better than anyone else." I can't tell you how tired I got of that comment.

She transferred to rehab and was anxious to go home from there. After some confusion, we finally came to an agreement that we would visit her family doctor together. We (Nana, dh, me) would abide by whatever the doctor said. He was very pleased with her progress, but agreed with me that she needed a ramp in order to go home early. (she wanted to leave rehab after a week when she was scheduled to remain 3 weeks.)

If you're still with me... she spoke to Core Care about ordering an aluminum ramp. They measured and gave a quote, after which I immediately took a check for the down payment. Nana had it in her mind that she was going home by Wed, but by the time it was ordered, it wouldn't arrive until next Monday. Jessica in their office went above and beyond. She stayed late an extra half hour Tues night so we could get it resolved and ordered from the manufacturer in KY in time for it to ship immediately the next morning. She kept asking questions to see how we could make it work.

One idea was to send it on what they called the two-day truck. It would arrive Friday (today) and there was a $20 surcharge. Jessica offered to pay the surcharge. But that wasn't enough because it wasn't guaranteed to be there in time. So she did some more digging and found we could have it sent Fedex two-day guaranteed. Nana was happy to pay the $115 surcharge.

Her dad Tom was the installer. He got on the phone with Nana to discuss some potential pitfalls and why he wanted to install it in a certain way, costing more money for extra length of ramp. Nana was pleased that he was on top of things and saving her from future trouble, such as blocking the water lines. Nana also needed her screen door removed. Her friend already took care of it but Tom would have done that for her too. Tom also suggested that Nana arrive as they would finish up so he could answer any questions for her.
Nana had also asked about a shower chair. Jessica allowed me to choose one free of charge. She said insurance usually balks at paying and since Nana was paying so much for the ramp, they were glad to do this for her.

I went over today to pay the final payment, as it was to arrive and be installed today. We didn't get the snow this morning but it was cold and we got a lot of rain. The installers, Tom and his son, bought rain gear so they could assemble it. Tom also had to go to his own house to get a generator since there was nobody at Nana's house and she didn't have an outside outlet. The shipment arrived later than scheduled because of the weather. It actually arrived when I was at their store.

It was determined that it should be around 5:00 by the time the installation was finished. Nana had already scheduled to leave the rehab around 2:00. Tom took it upon himself to bring a small ramp so she could go up the one step in the front of her house instead of waiting in the car as she had planned.

Apparently there were parts missing from the shipment so Tom and his son who was helping had to run to Home Depot for parts. This delayed them even more but they were determined because they knew how badly she wanted to be home. It was 8:15pm by the time they gave up for the evening. They weren't able to finish because there was a particular part that would be subject to breakage if attached when it was so cold out. When he comes back he is also going to install a bed rail for Nana.

We are both so appreciative of the ways they have gone above and beyond the call of duty. Nana gave them a glowing review to the rehab social worker, who was very happy to hear and plans to order from them in the future. Nana as a nurse plans to refer others their way as well. She had a friend stop by the bakery and bring donuts as a thank you.




~Jen


.Megan.
Go WINGS!!

PeaNut 100,223
August 2003
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Loc: Utah

Posted: 2/8/2013 10:44:57 PM
With all the crappy customer service stories we hear about, it's so good to hear a nice one!



revirdsuba
Wise~old Pea

PeaNut 17,460
June 2001
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Posted: 2/8/2013 10:48:59 PM
That's good to hear. Glad Nana is home and safe for now.

Pridemom
Pride of the Peas

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December 2001
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Posted: 2/8/2013 10:51:41 PM
Great story! I work for an agency that transitions people from nursing homes back to the community, among other services for persons with disabilities, and know the value of a ramp. Good luck to your nana.




Proud Wife and Mom to four big goons!
I cannot be old enough to have three teens and a tween.

God, who foresaw your tribulation, has specially formed you to
go through it, not without pain but without stain.
-- C. S. Lewis

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peamac
Ancient Ancestor of Pea

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Posted: 2/8/2013 11:07:07 PM
Like!


PeaMac


jenjie
PEAsed to be here

PeaNut 88,667
May 2003
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Posted: 2/9/2013 12:08:48 AM
Thanks girls. She still has a long road ahead but this really improved her spirits.


~Jen


TinCin
Ancient Ancestor of Pea

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Posted: 2/9/2013 4:38:10 AM
Awesome customer service.


PROUD MEMBER OF UAW LOCAL 659 - Home of the Sit-Down Strike!

TinCin
Ancient Ancestor of Pea

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February 2002
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Posted: 2/9/2013 4:38:25 AM
Awesome customer service.


PROUD MEMBER OF UAW LOCAL 659 - Home of the Sit-Down Strike!

hop2
Ancient Ancestor of Pea

PeaNut 43,893
July 2002
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Posted: 2/9/2013 5:58:11 AM
That's great to hear! The med equip place we has for my mom had awful cuts service. Nice to hear a company w good cust service.

momy2six
StuckOnPeas

PeaNut 125,363
January 2004
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Posted: 2/9/2013 6:15:55 AM
that is wonderful!!! (and to think, I was just excited about Kroger giving me my money back on some nast cheese I purchased..lol)



momy2six
StuckOnPeas

PeaNut 125,363
January 2004
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Posted: 2/9/2013 6:16:09 AM
that is wonderful!!! (and to think, I was just excited about Kroger giving me my money back on some nast cheese I purchased..lol)



momy2six
StuckOnPeas

PeaNut 125,363
January 2004
Posts: 2,063
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Posted: 2/9/2013 6:16:22 AM
that is wonderful!!! (and to think, I was just excited about Kroger giving me my money back on some nast cheese I purchased..lol)



writermom1
Thrift Whisperer

PeaNut 114,407
November 2003
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Loc: At the intersection of Hooterville and Stars Hollow

Posted: 2/9/2013 7:23:17 PM
Wonderful! Please do make sure to review them everywhere - particularly on FB so people in their region can enjoy their wonderful service.

Your story makes me feel happy all over. Hope Nana is comfortable and healing well.



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jenjie
PEAsed to be here

PeaNut 88,667
May 2003
Posts: 23,917
Layouts: 283
Loc: NJ

Posted: 2/11/2013 9:09:25 AM
OK here's the review I posted on my FB page. Where else do I want to post online? Yelp or some other place like it?


I cannot say enough good things about Core Care (medical supply in Sewell, NJ near JFK Hospital) . I haven't seen this level of customer service in... well to be honest, I don't know that I've ever seen this kind of customer service! They truly care about their clients and work hard to ensure their satisfaction. If you are local and need medical supplies, I strongly suggest you give them a try.

We ordered a ramp from Core Care for Nana. Jessica went out of her way, staying late to work out the best possible delivery situation. The ramp arrived from the manufacturer on Friday, later than expected due to weather conditions. It was missing some parts. Unasked, Tom provided a temporary ramp so Nana could get into the house before installation. He and his assistant worked in the rain and cold, into the dark evening hours, to complete installation. I believe they are out in the rain again today putting on finishing touches.


~Jen


FarmDPea
StuckOnPeas

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Posted: 2/11/2013 9:23:12 AM



2peafaithful
People not perfection

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Posted: 2/11/2013 9:24:37 AM

*Delphinium Twinkle*
I'm just a pea:)

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Posted: 2/11/2013 9:42:02 AM
That's great!


Bethie
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look4angel
StuckOnPeas

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September 2002
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Posted: 2/11/2013 9:46:37 AM
Glad to hear of their great service.


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Barefoot Sister
PeaFixture

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Posted: 2/11/2013 11:11:21 AM


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