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Business Profile

Wheelchair Accessible Vehicles

Wheelers Accessible Van Rentals

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wheelchair Accessible Vehicles.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/28/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 rented a wheelchair van on 4/12/24 but couldn't pick up the reserved vehicle because the passenger seatbelt wasn't working and wouldn't retract. I was given another vehicle but later that day realized the driver side seatbelt was also broken. I had not other option but to use the vehicle I was given since we were transporting for medical reasons. I complained by email and phone about the safety issue with the vehicles to the manager ******* but absolutely NO resolution and no reply from them. I'd like a full refund for the unsafe conditions of the vehicle(s). I also had an easy pass in the vehicle but I was charged for tolls.

  • Initial Complaint

    Date:04/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 rented a van to take some residents from assisted living to a ************ game. We agreed to the fee $185 for the day and the deposit. On the morning we picked up the van on time we got there at 10:15 and reservation was 10-10:30. I was on hold over half an hour to get the van unlocked and get going. After game we dropped the residents off and at 8pm we dropped the van off early. We had a 24 hour rental but thought if we dropped off early they could get it ready to be rented. We called and did the check in and that was it. Next day at 4pm I get a call saying the van hasnt been returned. I said no we returned it yesterday. The lady had me go thru entire check in process and send pics again. She said sometimes in evening it doesnt get done. I thought nothing of it. Fast forward two days later I get a $79 charge on my card which is almost half of a daily rental. I reached out and asked if this was a mistake. They said no that was for returning after hours. I said I returned it over 12 hours early and she said but it was after business hours. Then told me to look at line 6 on contract which states for arrivals and departures after hours fee will be charged I took that to mean if you schedule them after hours not that I would be penalized an exuberant amount for returning car early. There is no fee schedule listed and they charged me for a service that had to be redone the next day or I would have probably been penalized again. All I want is my $79 back. When we did the check in on the phone no fee was discussed at any time by anyone.

  • Initial Complaint

    Date:01/19/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 had a reservation at 5 pm on 12/08/23 with Wheelers in *********, **. Our flight was scheduled to arrive in ********* around 3:30 pm. Unfortunately, our flight did not arrive until after 5 pm. My son is in a wheelchair and we are last to deplane. By the time we got to the Taxi stand it was about 5:45 pm. I missed a call from Wheelers and called back a few minutes later at about 5:50pm (before they closed at 6). No one answered and I left a vm. I called several times after that with no answer until about 6:30 pm.They are supposed to remote unlock the rental once I call them and I am at the vehicle. I was hesitant to leave the airport with my kids at night in ********* and wait in a dark parking lot for someone to answer the phone. Once they answered, I called for wheelchair Taxi to pick up the rental. We got there about 7:30 pm. The van was in poor condition as well. I spoke with **** and she agreed to give me a discount at the time I picked up the van. I returned the vehicle 2 days later ( as agreed upon) and earlier than when I picked up the vehicle (at about 6:30pm). I had the vehicle for less than 48 hours. I called on 12/11/23 and spoke with ****. She told me that I would only be charged one $65 after hours fee. Also, I did not pick the rental up until 7:30 pm. I don't think its fair business practice to start charging me for a rental that I do not have. My contract should have been adjusted to a pick up time of 7:30pm.I spoke with the Mgr ****************** on 12/21/23 and she said all of the calls are recorded and she would review the calls and get back to me; She never did and I've sent several follow up emails and have called with no response to date. I agreed to being charged $328.96 plus $65.00 = $393.96. I was charged $546.24 instead. I need a refund of $152.28. Please assist with this. Also, the contract I signed does not list specific amounts for the after hours fee or the late fee.

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