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Shoppers Drug Mart / Home Health Care(SHHC) Service Inadequate

Date: September 28, 2010
By Douglas Bentley

To Whom it May Concern

As a SHHC customer, and wheelchair user for 34 years, I have never had such problems with w/c maintenance than I have had with Shoppers Home Health Care. I will never understand why this company was given the – Central Equipment Pool Contract – based the level of service (or the lack of same) that I have experienced, and have heard about.

I live in Hamilton, Ont. and I see (from by own balcony) the back entrance to your King St. Store!

Accessibility for Ontarians with Disabilities Act (AODA)



1. Recognizing the history of discrimination against persons with disabilities in Ontario, the purpose of this Act is to benefit all Ontarians by,

(a) developing, implementing and enforcing accessibility standards in order to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025; and….

(b) providing for the involvement of persons with disabilities, of the Government of Ontario and of representatives of industries and of various sectors of the economy in the development of the accessibility standards

The tilt-chair that I acquired in January of 2009 from the – Central Equipment Pool – 20 months ago has been falling apart. I was told by ODSP that the authorization for repairs went through on the 2nd or 3rd of September….and a Service Tech did not come out to see me until the 13th of September.

In addition…. I was told by Fred (Service Tech) that my left front fork or something (can’t remember the term used) was definetly gone, and the right one, was certainly going.  Fred was an “Andre’s Home Health Care” employee before Shoppers bought them out, and I know he would have got on that paperwork right away …. because I asked him too. 

Andre’s Home Health Care’s service was second to none.  Service was practically a drive-through operation.  When I contacted Shoppers on September 27th, the Shoppers Service Coordinator searched through a collection of papers on her desk and reported to me that she “just received” the new order for additional repairs.  Repairs that should have been done the first time around!

How much longer must I wait – for the approval of ODSP, for Shoppers to get the paperwork. If the parts are not located in house – they must be ordered! Then there is the additional wait for a Technician to come out and do the work.

Further more…. I’ve been re-evaluated and the O.T. – Colleen O’Neil has recommended that I get separate power elevating leg lifts (to help with chronic leg swelling and to help heal a pressure sore on my left foot – planter – that is over 2 years old) Also present was Shoppers Home Health Care Sales Representative Sam Banfill @ 289-649-0827 – Ext #250.

I’ve had people call out to me in the Mall as my chair squeaks, squacks and creeks every inch of the way saying “Get that chair fixed”, simply because the noise is downright annoying!! ….and I have to live with it ….and I’m sure it disturbs my neighbour in the aprartment below me!

  • 1. Why does Shoppers not have e-mail links for customers / clients to the individual store that they deal with?? This would prevent further anger, frustration and hatered towards Shoppers.
  • 2. Why is there not a maintenace follow up page so individuals can access the web and see the progress of their maintenance request??
  • 3. Why are these e-mail addresses – not posted – on your website!! What are you trying to hide from??

I am currently awaiting on a call from the SHHC Supervisors listed above…. how long will I wait??

Douglas Bentley
Marketing Director
Community Functionality Facilitations Inc.


Accessibility Directorate of Ontario
777 Bay Street, 6th Floor, Suite 601A
Toronto, ON M7A 2J4