Bought a Mobility Power Chair form Top Mobility with problems relating to STOPPING suddenly upon backing up or riding scooter, also battery problems.
I purchased a Mobility Power Chair-Jazzy Select 6-serial #************** from TOP MOBILITY SCOOTERS INC. on July 13, 2015 (online # ******* *********,) for what they called "SPECIAL OFFER PRICE" for $2,620. I called the next day for what they considered "White Glove Delivery" and was told that it was from the Clearance Dept. I told a *** that I did not ordered the Power Chair from the Clearance Dept., but that I was Quoted a "SPECIAL OFFER PRICE". He said, "I see" and stated the Power Chair will be delivered to my sisters apartment, and set-up. The Power Chair was never delivered to my sister's apartment, but in the Lobby of the Senior's building on July, 22, 2015 with the Boxes ripped, filthy, and torn, and the chairs items tossed all over. The maintenance man delivered the chair to my sister's apartment. Immediately called Top Mobility, and was informed by *** that if anything was missing to call them. Other problems, and issues with delivery were reported in a letter, 07/25/2015, to Mr. Jay F****, CEO who never acknowledged my concerns.
The problems with the Mobility Power Chair started the second day delivered, it was charged and it was okay for a week, and the STOPPING suddenly started again, and again. I called Top Mobility, 08/10/2015, and spoke to a Tom? who transferred me to a Thomas?, technician, and I explained the problems with the Power Chair that it starts blinking, stops, and my sister has to turned it off and started it again; also that the Charger they sent was not working. ****** said that it could be the Battery or the Joy stick, and will speak to the General Manager, and call a technician locally, and get back to me. I didn't hear from anyone and called again on 08/14,2015 to report the problems with the Mobility Chair again. Tom stated that he called the technician, but he never answered, but will call Pride Mobility for a technician. Pride Mobility is the manufacturer of the Jazzy Power Chairs. I called Pride Mobility, and they said that they would contact TOP Mobility. I also sent TOP MOBILITY an email because I felt that TOM was beating around the bush, and had no idea what he was doing. I also sent another email today, as I was writing on their web email, I was cut off, but sent one through my private email. My sister has ALS, and needs the Mobility Power Chair for all her daily activities which I explained to Tom, but to this day I have not heard from them.
I would like to have the Mobility Power Chair that was delivered to me as NEW, but doesn't appeared to be new but rather reconditioned either exchanged for a new, as there was no indication anywhere on the email they sent me for a "SPECIAL OFFER PRICE" that the Mobility Chair was in the Clearance Dept. or reconditioned.
My sister had a Jazzy Mobility Power Chair for more than eight years, and never had any problems with it.
Contact Name and Title: **** ******* Op. Man.
Contact Phone: XXX) XXX-XXXX
Contact Email: ****@topmobility.com
The power chair ordered with a serial number of #JXXXXXXXXXXC30 is a brand new unit shipped directly from the manufacturer. Never was the customer informed that it was a "Clearance" item. Pride Mobility can be reached at (XXX) XXX-XXXX. With that serial number, Pride can verify the condition of the unit. Our FREE SHIPPING does not include delivery on any floor but the 1st floor of a building. The customer purchased our FST (Field Service Technician) Set-up service. After the item is delivered, the manufacturer sets up with a local technician to go to the customers home to set up the unit. The technician will be the one to take the unit from the 1st floor to the desired floor. The customer ordered the maintenance man from her building to bring her unit to her which was not the standard protocol for the FST set up service. Unfortunately, yes, the unit had an issue at the time of delivery. We set up with the manufacturer (Pride) to dispatch someone to the customers home for an evaluation. The customer was informed that this will take a few days. As on 08/19/2015, we have a document signed by the customer that the issue has been resolved. Top Mobility and Pride Mobility followed standard procedures to correct any issues in a timely manner. As you will see on the attached document you will notice we had the manufacturer put a HOT RUSH for the customer. (Customers private information and signature removed for customers privacy) Repairs will take a few days as anyone can imagine they would. Thank you
This response was provided verbally to BBB:
Part of this is resolved, but there are still issues. The scooter is not charging correctly, and the lights go out on it.
Final Consumer Response
Please see attached response and documentation.
Better Business Bureau
Serving West Florida
2655 McCormick *****
Clearwater, FL XXXXX
January 19, 2016
4230 Dorney **** Road ****
********** PA XXXXX
I am writing in hopes that you can assist me in solving a problem with a JAZZY Motorized Wheel Chair (Serial Number JXXXXXXXXXXC30) that was purchased through TOP MOBILITY SCOOTERS, 16609 US HWY 19, HUDSON, FLORIDA XXXXX on 07/13/15, and delivered by AIT WORLDWIDE on 07/22/15. I was offered a "Special Price" offer of $2,325.00 valid only for 24 hours. Since I thought this was a good price, I ordered the Jazzy Select 6 Power Chair plus a pair of Elevated Leg Rest totaling $295.00 extra for a Grant Total of $2,620.00. Little did I know that this, "Special Offer," was going to be so detrimental to my sister's health? My Sister, Irene, has ALS, colitis and she has lost so much weight since July of 2015, due to all this aggravation with the Motorized Chair and the lack of acknowledgment she get from TOP MOBILITY SCOOTERS for her concerns with the Chair. I don't know if this Motorized Chair was new, reconditioned, or a reject. The company claims that it is a new Motorized Chair according to the Serial Number, but I don't understand why there are so many problems with it screws coming loose, Joystick's chair arm falling down since the joy stick was changed and becoming loose to the point that it feels like is braking, not charging properly, parts falling off it; my sister had a Jazzy Motorized Wheel Chair previous to this one for almost nine years and never had a problem with it. First of all it came in boxes that were ripped, torn and filthy called and reported it to a Mr. P. They had stated that they would bring it up to my sister's high-rise apartment, and set it up for an extra $150.00, but they lied so I cancelled that order and the shipping company left it in the lobby of the building. The Motorized Chair could not stay in the small Lobby of this Senior Building, so the maintenance man was nice enough to bring it to my seventh floor apartment.
My Sister, Irene, has been having problems with this Motorized Wheel Chair since she received it, but it has been like pulling teeth talking to a Thomas P., Service Manager, who also transfers her to a Tom, Technician, pretending he is someone else. All Mr. P. has done is try to intimidate my Sister, and tells her that she could fix the Motorized Chair herself. Since the purchased of the Motorized Chair, and many calls to Mr. P., and even a letter to the CEO without avail, and not until I complaint to the BBB in Florida was I able to get some acknowledgement from TOP MOBILITY SCOOTERS. The Motorized Chair lights were Flashing like crazy, it Stopped all of a sudden in the middle of wherever, sometimes it didn't stopped, even in the middle of the street when my sister rode to the store. My sister was so afraid to use this Motorized Chair, as she even got stuck behind her apt door and couldn't move.
Finally, after complaint to the BBB, a repairman was sent on 08/1 9/15 from XMed Repair Xpress, Tony Saitta, and he found that the Joystick Module was not working replaced it, but the arm continued to became loose, and the motorized Chair was still hesitating, stop and go. Again, repairman was called, and appt. was made for 08/26/15 Motorized Chair Batteries were replaced. Still problems continued, repairman was called, made appt. for 09/09/15 and replaced Shroud, and again tightened the screws.
After the BBB case was closed, TOP MOBILITY SCOOTER never again returned my calls. Tony S. didn't returned calls either, and at one time stated that he was now working for Top Mobility Scooters. Around 08/25/15, Mr. Thomas/Tom called my sister, and told her that he received a call from the BBB, and my sister didn't have to call them, among other ignorant statements of intimidation.
On October, 2015, my sister still had similar problems with the Motorized Chair again, and again with screws coming loose, and the Motorized Chair's Joystick's arm becoming looser that it seemed to be falling to the ground. She called Tony S. from XMed Repair Xpress, various times, but calls were never returned. Calls to Mr. Phillips were also made, but not acknowledged.
The last time that my sister was finally able to contact Mr. P.was on 12/28/2015, when a Tony switched her to Thomas who was supposed to fix the Motorized Chair, and answer the phone. He never did call, so she call back, and spoke to a woman, Linda, who stated that Thomas was calling someone else about the Motorized Chair. On 12/29/15, my sister called Mr. P. again, and was informed that it would take about 5 days to get a Technician, but he will call me back. Mr. Phillips also said that he will sent a repair man on January of 2016, and would call my sister on January 05 to set an appointment, he also told her that all she needed was a Allen Wrench My sister told Mr. P.that it was a lot more than that. Mr. P. never called back nor anyone else from the company. It appears that they don't want to honor their warranties.
I am hoping that you will be able to assist my sister solve this problem with TOP MOBILTY SCOOTERS before her one year warranty expires on July 2016. If you can't help me, please advise me on where I can go, or write regarding this company. My sister is tired of them trying to make a fool of her, and the disrespect that Mr. Thomas P. shows by his dishonest answers, and his uncaring attitude is unreal as he is dealing with disable people. Dealing with Mr. P. has drained my sister; all she wants is a little peace and tranquility for the time that she has left in this earth, and unfortunately all she get is frustration from this insensitive TOP MOBILITY SCOOTER employees..
******** ******, sister & POA
P.S. I will send documentation as needed.
Same Issues, nothing has changed.
Final Business Response
All items sold as new are shipped new direct from the manufacturer. This customer was sold a brand new unit at our special pricing. With this special pricing, white glove delivery was not included. The customer was informed of this. Once we were notified of the issues the customer was having with their unit we notified the manufacturer as it is their warranty. The manufacturer dispatched a technician to the customer to evaluate the unit. In warranty cases, it always takes some time for the technicians to evaluate these problems and get the needed parts. The customer was unsatisfied at the time needed to make these repairs. After this issue was resolved, the customer claimed she was having issues with the joystick being loose. Unfortunately, this is not considered a warranty issue to the manufacturer. So our service department did everything they could to assist the customer on how to tighten the joystick down. We even offered to send the needed tool (Allen wrench) to the customer. We at Top Mobility Scooters do everything we can to satisfy our customers. Unfortunately, we do have to follow certain guidelines when it comes to warranty issues as it is not our warranty but the manufactures. Our service department worked in a professional and courteous manner to assist this customer, as they do with all of our customers.