Complaints

This profile includes complaints for Mobility Works's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mobility Works

  4199 Kinross Lakes Pkwy Ste 300 Richfield, OH 44286-9394

• 

  Mobility Works

  1090 W Wilbeth Rd Akron, OH 44314

• 

  MobilityWorks

  54 Wentworth Avenue Londonderry, NH 03053-7475

• 

  Mobility Works

  2303 Wallace Blvd Cinnaminson, NJ 08077-2571

• 

  Mobility Works

  5751 General Washington Dr Alexandria, VA 22312-2418

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a wheelchair accesible van from this company on 4/26/22. withing the first 30 days I started having mechanicl issues with the van. I have had the van in their repair shop numerous times of which, the van was either misdiagnosed or not repaired effectively. The most serious repair issue started within the last 9 to 11 months. The vans wheelchair ramp will not consistently deploy on inclines and on level ground. They have attempted to repair the issue numerous times but to no avail. Their own mechanic said the ramp system itself is problematic, and cannot be repaired and probably should not have been sold; because they were aware that particular ramp system is outdated and near impossible to repair. I have spoken with upper management - Regional Manager: ****** ********* and Regional Service Director: ****** ******. Neither of them effectively resolved the issue and Mr. ****** told me they would not be dealng with the issue unless it happens again. Well it has happened and continues to happen.

  Business Response

  Date: 04/29/2024

  Hello,

  At MobilityWorks we strive to provide wheelchair users with the mobility, independence and personal freedom they desire.  As we listen to our client’s concerns, we strive to provide value and operate with integrity.  Our **** ***** team is actively working to find a solution for this client. Thank you for the opportunity to serve you, we remain committed to serving the community, to “Be There for all wheelchair users.” 

  My Best,

  ******** ******

  Client Relations Specialist

  Customer Answer

  Date: 04/29/2024

   I am rejecting this response because: I was told by the Regional Service Director/Manager: ****** ******; that they Mobility Works, would be doing nothing further with the ongoing issue of the door and ramp not functioning properly. Hence, Mboility Works has sent you a standard response to a complaint inquiry. They told me point blank the werent going to do anything further...which I recorded by the way.  So I have no faith in what this **** person has to say.  If they were interested in resolving the issue, they would have done so by now. I offered them numerous options at numerous times to resolve the issue and they refused.  I have the emails to prove that as well.  
  
  
  

  Business Response

  Date: 05/14/2024

  [[BBB TRANSCRIPTION FROM EMAILED AUTO-RESPONSE FROM THE BUSINESS 5/14/2024]]

  Hello,
  
  
  I am traveling for business and will be slow to reply. 
  
   
  
   If you need immediate assistance please call our main office at ************.
  
   
  
  Thank You
  
  ********

  Business Response

  Date: 05/15/2024

  Hello,

  The problem that the client is experiencing is that on a steep incline the weight of the sliding door will cause it to not stay fully open. On a level surface the condition is not present.
  
  Initially **************** desired to have his vehicle re-purchased. MobilityWorks agreed to do that at the full purchase price, which included all fees associated, refund of his down payment and any additional payments made. He declined this offer.
  
  *************** states his desire is to keep this vehicle. Should he want to do this MobilityWorks will try and provide service to him to the best of our ability.He, however, is requesting a cash settlement for inconvenience and to keep the vehicle. MobilityWorks is declining this offer.
  
  MobilityWorks is still willing to work with **************** to try and satisfy him but to this point has been unable to.
  

  Customer Answer

  Date: 05/16/2024

   I am rejecting this response because: I do not trust this company to be fair and equittable as far as repairs go. So in light of their refusal...for financial compensation for the many innconviences I experience with them; I will accept they intial offer of them buying the vehicle back and refunding my deposit.  I have been contacted by both ***'s 7 On Your Side and *** Responds to bring a more public light to ther business practices.  I have also contacted the ****** of *********** Repair and filed a complaint. I will contact them with MobilityWorks response and see what they recommend as well. In addition I am requesting the reimbursement of all repairs I paid for while I had the vehicle in my possession; that I would not have had to pay for if I was provided full disclosure of how the vehicle operated. Hence I am requesting the reimbursement for the following invoices as well... totalling $1,743.28

  Oak-730529

  Oak-673669

  Oak-685335

   

  
  

  Business Response

  Date: 05/23/2024

  **************** has agreed to our offer to repurchase the vehicle. We consider this matter closed.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went there for repair on my wheelchair accessible van. I have a very expensive warranty that was told everything would be covered. Got an estimate for the repair was told it would be 850 some dollars to replace a battery and the battery was $175 and is not cover which I understand they said it would take 1.5 to replace the battery at $155 per hour so it should cost just over $400 asked for an explanation of the charge and was transferred to a voicemail I have since called eight times over the last 10 days requesting a phone call back they no longer answer my phone calls they simply sent me directly to a voicemail. I am in a wheelchair. My daughter is also in a wheelchair. Critical that we have this van operating correctly all I want is my van fixed and explanation of what the charges are.

  Business Response

  Date: 04/08/2024

  The ******** MobilityWorks team, as with all of our locations, follow the protocols set forth by the extended service contract administrators.  In this case the coverage was declined due to the repair item being listed as a maintenance item which is excluded from all extended coverages.  Mrs. *********** expressed her displeasure with this conclusion and the team reached out and appealed the decision.  Between the time of that call and this response NWAN has approved the control board and labor under warranty.  Mrs. ********** will be responsible for the battery as it clearly excluded.  As for the communication lapses, our IT has investigated and found that in all instances calls were answered.  This is very important to us as we pride ourselves on the “be there” mission.  We have several fail safes in place so that clients who need service or have an emergency can get a hold of one of our team members.  We believe Mrs. *********** will be satisfied with the outcome and we look forward to supporting her mobility solution far into the future.
  
  ***** *****
  Regional Vice President

  Customer Answer

  Date: 04/09/2024

  I was able to get in contact with the regional manager, and he was able to get the store to reply back to me. I understood and I’m fine and happy to pay for the battery that is not covered under the warranty. My issue was the other part of the repair that is covered under the warranty. When I called the warranty company, they told me a claim had never been submitted to them for the repair. This is the third repair that I’ve had done under this warranty and each time I was quoted out of warranty pricing. It was told it was not covered and all three times I’ve called the warranty company and they told me the repair was covered. I believe they are doing some dishonest practices here, by people out-of-pocket prices, as they make more money than submitting it through the warranty, and they know that disabled people that have purchased these vehicles must have these repairs done.

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Grand Caravan from MOBILITY WORKS on 11/07/23. My husband passed away on 12/24/23 so we only used the van for 47 days and placed 421 miles on vehicle. We traded a truck for $19500. The purchased price was $34209, plus some warranty costs. After about two months of negotiations I was able to get the loan paid off, after making three months of payments, and a percentage of warranties, no other money. So for my 47 days and 421 miles of use, this company made approximately $19500 plus what amount they sold the truck. I feel that they knew they had a widow that needed to get the. Va taken care of and not to have to pay more money. I felt that I should have gotten more back. This was very expensive for 47 days and 421 miles. It would have been better to get something back from the truck than to make all that money for a short time. I do not know how the BBB works, but this was not very professional. They also never gave me a chair to sit down on while closing this offer. I finally grabbed a chair and dragged it over to his office table. This was the Mobility Works in Sharonville, OH 45241; ******* *****

  Business Response

  Date: 04/01/2024

  
  “The ***** family has filed a complaint regarding warranty issues, which in not correct.  The family purchased a solution that was sound and worked well for their situation, unfortunately it was only for a short period of time.  MobilityWorks is committed to being compassionate regarding the fragile nature of our clients and Mr. *****’s passing was obviously unexpected.  In cases where title paperwork has not been processed, we frequently give our clients the option of reversing the transaction, but it this case the title was already flipped, taxes paid, and a new owner registered.  These items have a large impact on the resale value of an already pre-owned vehicle and unfortunately drastically impacted the value we could offer as a buy back.  We have processed the refunds for any cancellable products like the extended service contract for the family to assist further.  As for the referenced truck that was traded in, we do not resell these unmodified vehicles to the public and simply transact them over to a local automotive dealer, who would have made any profit reselling the unit to another consumer.  MobilityWorks takes non-modified vehicles in on trade a s courtesy to our clients so as to streamline an already difficult transaction for them.  The *****’s were welcome to sell the trade in unit of their own accord.  All that being said, we are disappointed that the family did not get the client experience that we take pride in.  The regional management team will be connecting with our internal valuation department to see if there is a recalculation that can be done that will allow for us to get the ***** family some more back on their buy back transaction.  Someone from our team will be reaching out to discuss any concessions that may be able to made in the next 10 days.”

  ***** *****
  Regional Vice President

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Bruno SRE-3000 stair lift that broke down at the top of the stairs and I have been putting calls into the compony for 2 weeks and I keep getting a response that someone will be calling to schedule to have the chair fixed. unfortunately I never get a call to schedule to have it repaired, this has been going on for 2 weeks. because of the position of the chair it caused a hazard for my mother she almost feel down the stairs twice. I had to remove the chair from the stairway before she got hurt. I have called them 6 times in two weeks and they still haven't called to schedule to have someone to come out and fix the chair. this issue actually strands someone in the house that needs it to to get down the stairs and the cant make there medical appointment's.

  Business Response

  Date: 02/27/2024

  Hello,

  
  At MobilityWorks we strive to provide wheelchair users with the mobility, independence and personal freedom they desire.  As we listen to our client’s concerns, we strive to provide value and operate with integrity.  Our service schedule in this area of the country has been booked for appointments, but the team has contacted *** ********** and service is scheduled for Wednesday, 2/28.  We appreciate their patience and understanding.  We remain committed to serving the community, to “Be There for all wheelchair users.”
  
  
  ****** *****

  Regional Vice President

  Business Response

  Date: 03/07/2024

  Dear BBB,

  We wanted to provide an update from our response to you and the client when we replied on 2/27.

  Upon arrival, our technician found that the lift had been disassembled and was in pieces.  *** ********** acted in a manner that made the technician uncomfortable from a safety standpoint, and unfortunately we will be unable to provide service this client.  It is rare for us to have to make this decision as our goal “Be There for all wheelchair users”, but we must ensure the safety of our team members.   
  

  ****** *****

  Regional Vice President

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of 2023 we purchased a handi-caped vehicle for our two special needs children from Mobility Works. Since then, the vehicle has been in four times for repairs, with each time costing my wife time from work and several hours from home. Each time the company has made empty promises, caused additional damage, lied and been very deceitful. We would like resolve with the vehicle ASAP. We are not seeking any monetary reparations at this point. We simply want the vehicle repaired correctly. We also want a loaner delivered to us, this vehicle picked up, and our vehicle returned once it has been properly repaired. The most recent issue is with the flooring in the rear of the van where the wheelchairs tie down. They burned the original flooring trying to repair a seat that was broken upon delivery. When they installed the new flooring, they caused additional damage to the panels in the van and the new flooring is not seated properly.

  Business Response

  Date: 02/23/2024

  Hello,

  At MobilityWorks we strive to provide wheelchair users with the mobility, independence and personal freedom they desire.  As we listen to our client’s concerns, we strive to provide value and operate with integrity.  During the most recent visit to MobilityWorks, repairs to the Downs’ van took longer than anticipated.  The Service Manager spoke to Mrs. Downs on 2/22/24.  The vehicle is being picked up from the Downs’ home on Monday, 2/25, brought back to the shop for final repairs, and will be returned back to their home the same day.  Thank you for the opportunity to serve you, we remain committed to serving the community, to “Be There for all wheelchair users.”
  
  
  ****** *****
  Regional Vice President

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new wheelchair accessible vehicle from Mobility Works in *** ******* about 2 1/2 years ago for our adult daughter who has disabilities and uses a wheelchair. Since the day we bought the van, we have had issue after issue with the ramp system from the door not opening or closing, to the ramp not deploying, the ramp deploying into the door and knocking it off the track and even the ramp going back in with my daughter on it. We have been stranded multiple times and without a usable ramp over and over again. We have returned it to Mobility Works repeatedly where they would repair it and return it to us and then a few weeks or months later we are back again with the same issues. As a final attempt to actually get it repaired, they sent it back to ******* to the manufacturer of the wheelchair conversion for them to repair it last August and by December we had the same issue again and were without our van for six weeks. When we got it home last week, the door won't close. They have passed us from one person to the next saying they will make it right and have not come up with a fair solution. In the meantime, the *** ******* location has closed and now we have to drive and hour and 45 minutes to ******** for repairs.

  Business Response

  Date: 02/13/2024

  Dear ***. ****** and BBB community,

  “The ****** family has experienced ongoing issues with their wheelchair accessible vehicle and MobilityWorks has worked closely with the manufacturer, under warranty, to correct the issue.  **** ****** had opted to continue along with ongoing repairs due to her desire to keep the low interest rate and payment associated with her purchasing the vehicle several years back prior to the federal rate hikes. In all cases of extended repair, a rental unit was given to the family for use during the down time. The last attempt still proved to be an unsuccessful long-term repair.  MobilityWorks is now working with the ****** family to secure a replacement vehicle and work with one of our lenders to match the low rate and payment she had on her first transaction.  As the servicing dealer, MobilityWorks will work with the product manufacturer to recoup the losses incurred so the ****** family can secure a permanent and reliable mobility solution quickly.  We have sourced a unit for them and are awaiting on its arrival and the families review.”
  
  
  ***** *****
  Regional Vice President

   

  Customer Answer

  Date: 02/15/2024

  We have rejected the previous proposals (attached) because we will not agree to paying additional out of pocket costs and higher interest.  We are currently waiting to see the van that Mobility Works is proposing as a replacement with no additional cost to us.  We hope this will be an equitable solution. 

  Business Response

  Date: 02/22/2024

  Hello,

  At Mobility Works we strive to give our clients the best service possible and Be There for every client. Our Regional Vice President and regional manager have been in constant communication with the ****** family. They have a potential vehicle arriving soon for the family to review. Please know that we are doing everything possible to find a mutually agreed upon solution.

  Thank you.

  Customer Answer

  Date: 02/28/2024

  We are now in contact and have been working with the Regional Manager.  We are waiting for the arrival of the possible replacement van to look at. 

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a complaint against Mobility Works within the last two months concerning the length of time and incomplete work and services they provided. As stated before my van was in their shop for over three months to replace the lift, repair the wheelchair lockdown unit, and the automatic side door opener. I was told that the lift would come with a new wireless remote control and there was no need for them to have the old remote. I was contacted by an employee of Mobility Works identifying himself as the regional manager he informed me that he would be able to correct the problems that I mentioned but he would not be able to refund any money. After two weeks of talking to the regional manager I was sent an email here is a copy of his resolution to the matter.Good morning ******************** I am emailing you an estimate for your remote system.We recommend replacing the entire remote system from our experience this works best. $1354.30 plus tax. The system only comes with 1 remote.If you chose to just add another remote it would have to be programed at our facility with your vehicle. $ ****** plus tax Please keep in mind that we require a deposit to order parts.The problem with the door and the wheelchair lockdown is still not yet addressed which is a safety hazard because the wheelchair roles all over the place and could cause an accident. I find their company to be unprofessional in this solution unacceptable. I am not understanding why they believe I should pay them more money.

  Business Response

  Date: 02/16/2024

  Hello,

  MobilityWorks strives to provides satisfactory solutions to all of our clients.  Mr.Callwoods 2015 van was towed to MobilityWorks in October of 2023 after being involved in a minor accident.  *********** team examined the vehicle and in their professional opinion, the issues ******************** reported with his lift,door, and locking system were unrelated to the accident and part of normal wear and tear.  An estimate was provided to ******************** for a new lift, which was recommended due to the age of the existing lift.  MobilityWorks provided this information to the insurance company, and the insurance company paid for a rental vehicle but they would not pay for any of the other repairs. ******************** did not want to pay out of pocket for the repairs to the locking system or door thus did not provide authorization for these repairs to be completed.  The Regional Sales Manager provided a $2500 discount and there was no discussion that the lift would come with an additional remote system.  The lift was not in stock at the manufacturer, would need to be built, and it had a minimum two month lead time. Upon receipt of the lift, it was installed and the vehicle was returned to ********************.  There have been no charges since that time for repairs to his locking system or door operation. 
  
  In Mr.********* ******** to the BBB on 1/11/24, he stated that there was no wireless remote control to operate the lift.  When contacted by the Regional Sales Manager, ******************** indicated that he had misplaced his remote (i.e. wireless pendant).   If we order a replacement remote device,we would still need the van in the shop to reprogram the new device and to complete diagnostics on the van to ensure that this is the only problem with the lift operation.  The recommendation was made to replace the entire remote system to better ensure operational efficiency.  In a later conversation with the General Manager, ******************** indicated that he did in fact have possession of the remote.  On 2/8/24, both the Regional Sales Manager and **************** Manager contacted ********************.  He again indicated that he was in possession of the remote.  ******************** became upset during this conversation when told that he would need to pay if he wanted the remote system to be fully replaced, stated he would go elsewhere, and disconnected the call. 
  
  MobilityWorks is committed to ensuring repairs are made in a timely and quality manner, but we must expect payment for services rendered, including a deposit for parts ordered.  ******************** had stated that he was not willing to pay for the repairs to his door or locking system, nor was his insurance as the issues are not related to the accident. 
  
  Sincerely,

  ***********************
  Regional Vice President

  Customer Answer

  Date: 02/22/2024

  [BBB transcription via duplicate complaint entered by consumer]

   

  Mobility Works in ****** ******** has been a great disappointment and a company I could never recommend to anyone. I wrote two letters before this one and was contacted by someone who identified himself as the regional manager. I will briefly describe my experience and my reason for coming to this conclusion. They kept my band for three months to install a new lift which I was told comes with a new remote control but I never got a remote control the lift does not open up all the way, I have to roll around to the other side and manually lift the hook to release the flap to get on the lift, repair my chair lockdown to avoid the chair from moving all over the van and fix the automatic door opener. His solution was for me to pay an additional $1100 for a new remote or $500 to program the one I had. There was no mention of the other two items they neglected. I paid a hundred $90 to repair the lift two weeks later it stopped working and I had to pay over $8000 to purchase a new lift that took them over three months to install. The regional manager called me to express his frustration with me writing the Better Business Bureau about their deficiencies. I let him know that I was not concerned with his frustrations and asked what were they going to do about the problem. The regional manager said his manager was on the phone listening as well his solution was they had already given me a $2500 discount, but he refused to deal with the incomplete work and the problems that I still have with the lift that they installed. His suggestion was to seek another company, I would prefer and believe I deserve to be reimbursed the $8317 I spent with this company that was not able to do the work that I paid for Problem unresolved Sincerely *****************************

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Constant and continuous issues with the Chevrolet traverse conversion. Numerous recalls. Something in the electrical system from the conversion is causing a constant drain on the electrical system. If the vehicle sits for a week and it's not started and driven the battery dies completely to where you can't even open the doors. I have contacted the local branch numerous times and they just tell me it's not driven enough, even though it is started and run for 20 minutes at the minimum every few days. Service technician told me this is not enough to charge it it needs to be driven to charge the battery, if the alternator was upgraded to support the amount of draw the conversion on the electrical system sitting at idle for 20 minutes should charge the battery. I have had vehicles before gone on vacation for a month and it started no problem. The conversion drains the battery it should be addressed. The answer shouldn't be you need to drive the vehicle 100 miles a week to charge the battery. I am a paralyzed veteran with no hand function so I cant drive the vehicle myself and also have no need to drive 100 miles every week. These vehicles should be equipped with a trickle charger, the alternator and battery should also be replaced with something to accommodate the conversion. I have spoken to other individuals with a traverse the conversion has been performed on and they have the same issues. Spoken to a mechanic that does not work for Mobilityworks and he said because of the extra strain the conversion put on the vehicle they shouldn't keep the stock battery and alternator like they do, both of those should be upgraded if not a second battery added also. This is just one of many issues I have had with this vehicle. In the beginning they wouldn't even admit that the conversion drains the battery, then today the service technician told me there is a lot of parasitic drain due to the conversion. Some form of battery protection needs to be Standard.

  Business Response

  Date: 01/31/2024

  Dear ************** and BBB,

  At MobilityWorks we strive to provide wheelchair users with the mobility, independence and personal freedom they desire.  As we listen to our clients concerns, we strive to provide value and operate with integrity.  When ************** first brought his vehicle into the Londonderry branch for battery issues, our service team identified that the van is averaging less than 70 miles per month, which can create battery charge issues.  In December our service team charged the battery and performed a comprehensive battery and draw test, at which time the battery passed. Our team also ordered all of the ***** Traverse door updates and completed those on 1/11/2024.  Service Manager **** spoke to ************** on 1/29/24 and has provided a suggested solution to the battery issues.  We will install an under-hood trickle charger that can be plugged in to maintain the battery for extended periods of time and ************** has agreed.  We have received the parts, will be calling ************** to schedule the service and will charge the battery and retest the system during that time as well.  We remain committed to serving the community, to Be There for all wheelchair users.
  
  Sincerely,
  ***********************
  Regional Vice President

  Customer Answer

  Date: 01/31/2024

   I am rejecting this response because: I am paying for the additional equipment out of pocket. In addition, just because the mileage was low, I still started and ran the vehicle at idle for 20 minutes at a time which should be enough to charge and maintain the battery. The reason it doesn't is the stock alternator isn't strong enough to overcome the parasitic draw from the conversion. The vehicle should be upgraded at time of conversion or equipped with a trickle charger. Especially for someone with my lack of mobility as I cannot drive and don't have someone to just drive the vehicle around every few days for an extended period of time like I was told would be needed to charge the battery i.e. highway driving not just to the store.
  
  
  

  Business Response

  Date: 02/01/2024

  Service Manager **** spoke with ************** on 1/31/24 and clarified that MobilityWorks is not charging for the installation of the part or labor.  We appreciate Mr. ****** patience and understanding, and we are excited to get him back on the road. 
  

  Sincerely,
  ***********************
  Regional Vice Presidents why here...

  Customer Answer

  Date: 02/08/2024

  Trickle Charger installed; dealership decided to install for free out of good faith to stop vehicle from constantly having a dead battery. However, sliding door clicks and makes cycling noise like it is trying to close or lock at random intervals, even on charger causing me to wonder if this was the underlying cause. Still need to contact local dealer, but they were aware of this issue as the driver that picked the vehicle up heard it.

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought 2020 ****** Sienna XLE van with side ramp for $64,347.50 on 8/23/2023. Later bought bought tie-downs for $434.24. 1) On Labor day weekend, went to ********* ramp failed to deploy. 2) Went home, ramp deployed and failed to return. Had to manually crank it back in. Sent it back for service. 3) Went to *******, ramp deployed but wouldn't retract. Had to crank it back again. Serviced again. 4) Coming home from ********'s Navy graduation, stopped in ******, ******* for potty break. Ramp wouldn't deploy and couldn't even get the door open to manually crank it out. Was trapped in the van for approx 200 miles until we got home. Serviced again, kept 2-3 weeks. 5) Went to Doctor's ******* ramp deployed. but wouldn't retract. Called MW, asked to return it for a refund. ****** quoted a price of $58,000 and said he could do better if it were a trade-in! I told him I don't want another van. I have been traumatized enough with this one and wouldn't trust another one either. Told him I would accept $63000 because we had put **** miles on it but it has never worked properly since i got it and I wanted a refund. Said he would have to check his inventory to see if he could take it and he would call me. Never heard from him again.

  Business Response

  Date: 01/31/2024

  Dear **************** and BBB community,

  Our ******** facility located what we felt was a great solution for this family.  It fit exactly with what they needed given their unique situation.  The ****** family reached out to us on 2 occasions with legitimate service repair concerns.  We addressed all the issues with no charges to the client as well as made adjustment to the ramp to make it more rigid for them.  There were a few user error issues that came up and our team has connected with the family to make sure they understand how to operate the equipment properly.  At this point the family is nervous to drive the vehicle although all concerns have been addressed and the van is both safe and operational.  We in no way wish for a family to be dissatisfied with their purchase so we have committed to buying the unit back from them at the selling price they paid which is $58500 with zero depreciation applied after 6 months of ownership.  Unfortunately, taxes have been paid to the state, fees have been paid out to the *** and *****, as well as additional equipment for their specific wheelchair had been installed in the vehicle.  These items will not be able to be refunded.  Our General Manager will be reaching out to ***************** once again to try and explain this exception we are making.  MobilityWorks will always stand behind our products both through our service departments and through our genuine drive to improve peoples lives.
  

  Sincerely,
  *********************
  Regional Vice President

  Customer Answer

  Date: 02/15/2024

  I reject this response because the ramp on this van never worked properly from the first. It malfunctioned sporadically and we returned it for service 4 times, not twice. They are offering to allow me to return it and paying me approximately $6000 less than I paid for it. I understand that some of the cost was for taxes but when I return an item to ******, they never deduct the taxes but just refund my money so there most be a way for Mobility Works to get reimbursed for the taxes as well. I should have returned the van immediately the first time it malfunctioned but trusted that the company would be able to repair it. I was more than patient with them but after 4 separate times of malfunction, I concluded that this van was not reliable and asked for a refund. I, the customer, should NOT have to shoulder the cost of the malfunctioning of this ramp. They sold me a van which did not function properly and they should make it right. 

  PS- the reason I didn't respond earlier is that I didn't know that Mobility Works had responded. 

  Business Response

  Date: 02/23/2024

  Hello,

  “MobiltyWorks believes in client satisfaction above all, and in this case, we feel we have made an offer that is more than generous.  It is unrealistic to expect a depreciating, use-based item to have a similar return policy as a product bought from an online retailer.  The ****** family used the vehicle and MobilityWorks acted quickly to rectify any concern they had with the vehicle as we are obligated to do as the selling dealer.  The vehicle is in working order and we intend to be able to retail it to another family in need should Mrs. ****** decide to take our offer.  We understand that the ****** family has found another solution in the form of a lift installed in a non-modified vehicle and in turn do not have use for the WAV they purchased from MobilityWorks.  We stand by our offer of allowing the family to return the vehicle and receive the full sale price of $58500 as courtesy to them.  The family is welcome to reach out to the state to see if the return would entitle them to any tax return, but fees and additional equipment are not able to be refunded.  This agreement will stand until 3/15/2024 as we cannot guaranty the $58500 sale price return as more time passes due to automotive depreciation.”
  
  ***** *****
  Regional Vice President

  Customer Answer

  Date: 02/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am not completely satisfied but will accept because the van is continuing to cost me money sitting here and since this is such a specialty van, I really have no other options. Please pick up the van and bring the check as I do not have a driver.

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband took my vehicle into Mobility Works to have my **** lift repaired on January 17. The charge was $162.75. The next time my Lyft was used which was on January 19. The problem still existed. It was still not working. We returned to Mobility Works and the service department looked at it and told me it would be an additional $600 plus to fix it. I was not willing to spend an additional $600 ( the lift is more than 7 years old) & the service manager said that the cost of $162.75, was maintenance..

  Business Response

  Date: 01/24/2024

  Dear *********** and BBB,

  MobilityWorks is clear with our clients that there are indeed charges for diagnosis and repairs in cases of older equipment, no longer under manufacturers warranties. In this case *********** came in for a diagnosis and repair of a 7 year old system and opted for a non-guaranteed, temporary repair instead of the more expensive permanent fix.  MobilityWorks has decided though to refund the clients charges and instead consider the service a goodwill gesture.  We hope *********** will consider using MobilityWorks for a replacement lift solution if she feels that is a better long-term decision.
  

  Sincerely,
  *********************
  Regional Vice President