Trying to transport his sick father-in-law throughout the border from Johor Bahru to Singapore turned from a honest try to a nightmare when one household contracted the service of the Singapore Emergency Ambulance Services.
In a Facebook submit on Tuesday (13 July), Nicholas Lim detailed his experiences with the corporate that he thought would give you the chance to assist transport his father-in-law who was hospitalised with COVID-19 in Malaysia again to Singapore the place his spouse, youngsters and grandchildren had been.
Noting that the household felt he would get higher care in Singapore, Mr Lim searched on-line for a means to carry his father-in-law again safely.
That’s when he got here throughout the Singapore Emergency Ambulance Services. Speaking to somebody named Eugene on the telephone, Mr Lim recalled explaining the scenario to the corporate and requested in the event that they did cross-border transportation of hospital sufferers.
“He was actually useful, empathized with our scenario, and stated they undoubtedly had the experience to make it occur,” Mr Lim wrote.
He added, “And whereas we had been there struggling to discover methods to carry our dad again, he known as again even within the wee-hours of the morning to replace us on what he may do, it comforted us just a little bit and we thought we had been in good fingers.”
Now, the catch was that to ensure that Eugene to present extra recommendation to the household and begin engaged on the problem, the household was requested to make a non-refundable deposit of S$4,900.
Though the household thought of it given the ‘sizeable’ quantity, they finally determined that their relative’s life was value it, stated Mr Lim.
Unfortunately, after making cost, “the nightmare began”, recalled the netizen.
Mr Lim’s household was knowledgeable that that they had to get approval from the Ministry of Health to carry a COVID-19 positive affected person into the nation and that they wanted to discover a hospital that might settle for his father.
The firm would contact non-public hospitals on their behalf however the household would wish to name authorities hospitals themselves to see if any beds had been obtainable.
“As a lot as doable, we instructed him we most well-liked a public hospital (we had been anticipating monumental charges from Private Hospitals), but in addition pressured that we had been at some extent the place beggars couldn’t be choosers,” famous Mr Lim, including “So if a personal hospital was ready to settle for, we’ll take it.”
Though they tried, neither the household nor the corporate was profitable in getting a spot for the aged man.
Tragically, because the household was trying to get him into Singapore, Mr Lim’s father-in-law had handed on due to issues from COVID-19.
Mr Lim wrote, “With dismay, I then known as Eugene and emailed Singapore Emergency Ambulance Services to inform them that we now not want their companies.”
“I might additionally then ask for a refund of the cost that we made since an ambulance was by no means dispatched, and so they had been by no means profitable to find us a spot in a personal hospital.”
You would assume that might be the top of it, however getting a refund from the corporate turned out to be an prolonged nightmare as nicely.
Mr Lim had requested for a refund on 28 May. The firm responded on the identical day that they’d “evaluate the case:”
A number of days afterward 1 June, Mr Lim’s try at getting in contact with Eugene from the corporate by way of telephone went unanswered. He then despatched an electronic mail to which he acquired a response saying that they had been nonetheless wanting into it.
When he requested when they may get again to him, Mr Lim acquired no reply.
Later between 9 to 16 June, Mr Lim stated he made might telephone calls to the corporate trying to get a response. When he managed to get in contact with Eugene, the person solely stated, “I perceive, I’ll get again to you”.
When a chaser electronic mail was despatched on 16 June, the corporate lastly responded and agreed to a 50 per cent refund on a “goodwill” foundation and to settle the matter, stated Mr Lim in his submit.
He famous, “To make it clear, I wasn’t anticipating a full 100% refund, and am keen to pay for companies/time they’ve spent on making calls to the hospitals and so on.”
“But I felt actually sore that just a few calls/emails to hospitals and MOH prices me $2,450?!?! HOLY CRAP these are actually costly calls/emails”
Mr Lim defined that he wished a refund on the premise that the corporate by no means succeeded in getting a spot in an area hospital for his father-in-law, no ambulance was ever dispatched, “core service” was not executed, and the corporate has “questionable enterprise practices”.
The netizen then stated he requested the corporate for a breakdown to justify the prices incurred and the mere 50 per cent refund. This was on 17 June.
However, as soon as once more the corporate went silent with the exception of talking to Eugene on the telephone. The household nonetheless hadn’t acquired a breakdown of prices.
Eventually on 2 July, the corporate stated they’d not refund greater than 50 per cent of the deposit and reminded the household that they knew it was “non-refundable”.
Mr Lim proceeded to give the corporate his account quantity on 3 July, asking them to make the refund and supply a receipt of the companies rendered.
However, the corporate delayed once more. They stated on 6 July that the e-mail server was down.
Eventually, they lastly supplied a receipt. They additionally requested for Mr Lim’s spouse to approve the refund since she was the one to make the unique deposit cost. She confirmed the following day.
Still, no refund was made.
“I would like to stress that everytime I name, Eugene retains mentioning that we had been knowledgeable that the deposit is NON REFUNDABLE (I GET IT), and that the calls are all recorded,” Mr Lim wrote.
“I’ve, each single time I spoke to him, handled him with respect, talking properly and be extraordinarily affected person with him.”
Finally shedding endurance on 9 July, Mr Lim stated he known as the corporate up once more and gave them a “piece of [his] thoughts”. He additionally demanded that cost be made that day.
However, the person on the telephone saved telling him that because it was Friday, they might solely get again to him on Monday. Eugene then stated they might solely switch the cash again to the unique payer.
Mr Lim wrote, “In the primary place, I don’t assume they’ll have been ready to establish what was the unique cost account quantity.”
“Secondly, if this was true, they’ve misplaced all credibility at this level”
Finally, on 12 July when Mr Lim known as once more for an replace, the group lastly transferred the refund. This was greater than two months after the household had requested it.
Mr Lim did admit on the finish of his submit that it was his mistake for continuing with cost although he knew it was non-refundable.
However, he nonetheless lamented the horrible after service help, saying “why would I belief a life with this sort of dangerous buyer service?”
Mr Lim additionally tagged the MOH in his submit and questioned if this explicit business was regulated.