Major Inconvenience - part 2

We are going on three weeks without having Jodie's power chair.

Providence In Home Services use to service Jodie's chair.  Now, ATG Rehab has the contract to repair power chairs for Providence In Home.

On August 23, I delivered Jodie's chair to ATG Rehab.  It took a week for them to get the authorization from our insurance so they could begin working on Jodie's chair.

Jodie has been calling ATG Rehab every couple days to see where they are in the  process of fixing Jodie's chair.

As of today, the answer is that parts were ordered on September 4 and it could take up to 14 business days for the parts to arrive.  My math puts that at September 21, almost a month after I dropped Jodie's chair off at the shop.

This has been a real hardship for Jodie.  She is back to using her crutches and a manual wheelchair, both really harmful to her shoulders.  This is really bad because the doctors told Jodie if she did not stop  stressing her shoulders, she could loose use of them altogether.

We hope the parts do arrive before the 21st, but how many days after that will it take for ATG Rehab to get Jodie's chair fixed?  If the shop cannot stock all the needed parts to repair a power chair, why can't they find a faster way to have them delivered when they are needed?

Jodie's chair is more than her legs around the home and around her office.  Her chair is fitted to her body.  It reclines in special ways to accommodate the stiffness of her body and to prevent swelling in her legs and back.

This morning, Jodie called ATG Rehab.  After they told her that parts were ordered and how long it could take for them to come in, Jodie called our insurance, Providence, to let them know how long it was taking to get her chair fixed and that it was not acceptable.  They told Jodie to call Providence In Home  Services and file a complaint.

The lady at Providence In Home Services that Jodie was transferred to did not really understand why Jodie was concerned...that these things take time...in the three-year-old kind of speak that disabled people sometimes get, with the attitude that Jodie did not understand what was going on.

Jodie called Providence insurance back and told them how the lady responded to Jodie's complaint.  They gave Jodie an email address to email a complaint to.

I am now working on the email  What to say...