OFT uncovers 'unfair' mobility aid sales practices

By Mark king

More than 4,000 complaints about unfair sales practices have been made in each of the past three years

 The OFT said consumers can experience misleading sales practices when buying mobility equipment at home. Photograph: David Azia/AP

Evidence of unfair sales practices targeted at elderly and vulnerable consumers buying mobility aids has been uncovered by the Office of Fair Trading (OFT), leading to an investigation into two nationwide traders.
The investigation raised particular concerns about doorstep sales of wheelchairs, scooters, stairlifts, bath aids, hoists and adjustable beds used by the elderly, disabled and those with medical conditions.
The OFT said consumers can experience high pressure and misleading sales practices when buying this equipment at home, with victims likely to experience distress and inconvenience which could impact on their health and wellbeing.
Publishing the results of its study into the mobility aids industry, the OFT said more than 4,000 complaints about unfair sales practices had been made to Consumer Direct in each of the past three years, with complaints highest for doorstep sales. The problem is exacerbated because most purchasers of mobility aids are first-time buyers.
The OFT found evidence that about half of consumers are not shopping around for products; there can be a wide disparity in the price of identical products (it discovered the price of one brand and model of scooter varied by £3,000); and about half of websites and advertising material in the sector did not list prices.
As a result, consumer protection investigations have been launched into two national mobility aids traders, which the OFT refused to name – one in relation to suspected unfair doorstep sales practices, and the other over its terms and conditions and service delivery.

Doorstep awareness campaign

The OFT is also launching a doorstep selling consumer awareness campaign, warning traders to make sure their practices are compliant with the law or face possible legal action by the OFT or Trading Standards. It is also calling for businesses to display actual prices, or price ranges, so consumers can shop around more easily and find competitive quotes.
The trade association for mobility aid retailers, the British Healthcare Trades, has also promised to amend its own code of practice so that all members display price information on their marketing materials and websites.
Ann Pope, a director in the OFT's goods and consumer group, said: "Mobility aids are often an expensive purchase and we know that for many elderly or disabled people they can be an absolute necessity. While many purchasers are happy with their experience, we are concerned that some traders may take advantage of consumers when they visit them at home.
"We are already prioritising consumer enforcement activity in this sector and we are today issuing a warning to the industry that we will take further action where necessary."
She added: "Many consumers may be surprised at the money they could save by shopping around. We want to encourage people to take the time to think about what they are buying so that they know they are getting the right product at a fair price."
Source http://www.guardian.co.uk/