Reviews

Review Details

• Review fromTerri P

  Date: 07/10/2025

  1 star
  I wish I had read the reviews before renting an accessible van from them. Our experience was less than desirable. Some of the issues included long wait times on the phone standing in 100+ degree heat waiting to get in the van, MANUAL RAMP, dirty interior, less than 1/2 tank of gas, drivers side window stuck in down position, overdue oil change light on, gas cap off, need I say more!! I tried to discuss this with them prior to writing this review however they continually ignored my attempts. Potential renters should beware. Very unprofessional company with poor quality vehicles.

• Review fromsteve f

  Date: 05/22/2025

  1 star
  Van wheelhouse fell off then I got flat tire and company is located in ******* and nobody to change the flat tire.I had a elderly man with no legs, a 3 year old and my niece in the Van -I changed the tire myself at 70 yrs old and then they charged me ****** extra for the new tire. Last year I rented a dodge van open the sliding door to let my wheelchair guy out -and the whole door came off the truck and fell ton the ground.again In called for help and got nothing-I stripped up the door myself

• Review fromD. C

  Date: 10/07/2024

  2 stars
  [I will update this review if anything changes]We had to change our flights to fly home a day early, but they won't refund the extra day of rental, Even with early notice. I'm paying for a $1,400 rental, So you would think they would want to keep me happy for next time I come visit my parents, because I come here every year.Pros: they answer the phone, And honestly the customer service is pretty good, *** the phone agents are bound by bad policy. They even gave a discount for first-time renters (But they'll charge it back in fees)Cons: they charge you $65 pickup plus $65 drop off fee ($130 total) picking and dropping it off from their location (It's a lot more if bring it to the airport for you), I think this is the after hours fee anytime after 6:00 p.m., but It's contactless pick up and delivery anyways and they already have 24-hour people on call. They are "contactless" which means you have to take pictures of all the damage on the vehicle to make sure you don't get charged for it because they don't do this for you. Why not Just let you pick it up, send your photos, and they would see them in the morning with the timestamps? Why do they have to charge an extra $130 for this? It's already so expensive to be a quadriplegic. Please don't completely take advantage of this situation.Oh I totally forgot, the van had little roaches in it that were too fast to take photo of.

  Wheelers Accessible Van Rentals

  Date: 10/08/2024

  Hello Mr. ********* thank you so much for writing in your concerns. Please let me address them here. You chose to not have the van delivered to the airport which would avoid the delivery fees. As listed on your contract , email, and website we do use a 3rd party company to deliver. Their delivery costs are passed onto the customer if requesting a delivery. As listed on the contract, website, and emails each location closes at 6pm. You picked up at 830PM. Because we have agents "On call" to assist you, check out, verify is there is any damage, and all equipment is accounted for. As needing to pay our agents a liveable wage and waking up and assisting someone with they are with their families we do charge when you call after hours to check in/out so our agents can be compensated for their time accordingly. Otherwise we would adopt all other companies policies and not allow any other check in/outs after hours. We do it for the convenience for you the customer. Again we want to make sure you drive off with the van and verify all information. We would never want to take advantage of anyone in a wheelchair infact we do all we can to assist everyone in a wheelchair making our services available to all. Thats exactly why we do not refund early returns because we block out the van for your request. We do not over book our vans and turn away the handicap community once the van has been booked out. In order to assist as many families we can ( As you know van rentals are not common). We take accusations of taking advantage very seriously as Wheelers only priority is to assist the community and help the disability explore the world. As far as roaches we thoroughly clean the vans prior and after each rental. We will defiantly take a look as we can your experience including cleanliness seamless. We hope you have a good remainder of your trip and we will speak soon.

• Review fromPaul K

  Date: 08/17/2024

  1 star
  They are absolute garbage! Worst service (if you even call it a service). No office or attendance, You have to search for the rental vehicle in a parking lot, with thousands of other vehicles. Don't bother because if you happened to find the vehicle, it will be broken and won't work!

  Wheelers Accessible Van Rentals

  Date: 10/08/2024

  Hello Mr.********,I have reviewed the notes of your reservation. As stated on our email, contract, and website we are completely contactless. We understand this may be cumbersome for some people. We try and send you as much information for checking in/out prior to your arrival. We can not predict any mechanical issues but we do try and make it right. I saw our staff did notify you of a van change as you were having issues with the original van assigned. You were not satisfied with this van and decided to leave. We did reach out to you after you left and apologized for your inconvenience. We had refunded your reservation in total. We hope to better assist you in the future.

• Review fromKurt S

  Date: 06/26/2024

  1 star
  WE WERE VERY UNHAPPY WITH THE DEALINGS WITH THIS COMPANY. THE *** WAS SUPPOSED TO HANDLE FOUR PASSENGERS ALONG WITH MY MOTHER IN A WHEELCHAIR. THE ONE BACK SEAT WAS BROKEN SO WE COULD ONLY HAVE PUT IN THREE PEOPLE ALONG WITH THE WHEELCHAIR. THIS WAS A GREAT HARDSHIP BECAUSE WE WERE SUPPOSED TO TAKE OUT OF TOWN GUESTS WITH US TO A WEDDING. WE HAD TO FIND THEM ALTERNATIVE TRANSPORTATION AT THE LAST MINUTE. WE CALLED THE CUSTOMER SERVICE AND WERE TOLD TO SEND A ***** WITH THE PROBLEM. ALONG WITH THE ***** MY WIFE HAS CALLED THE COMPANY 6 TIMES TO FOLLOWUP ON THE PROBLEM AND WAS GIVEN THE ***** BOX OF MANAGERS AND NONE OF THEM HAS EVER RETURNED MY WIFE'S CALL.WE FELT THAT WE DESERVED A REDUCTION IN OUR BILL.WHEN WE FIRST PICKED UP THE *** WE WERE SUPPOSED TO CALL AN 800 NUMBER TO TALK TO A CUSTOMER SERVICE REP. WE COULD NOT GET INTO THE *** WITHOUT SPEAKING TO THE CUSTOMER SERVICE REP. IT TOOK US AN HOUR TO GET THROUGH TO A LIVE PERSON. WHEN WE CALLED THE FIRST TIME IT WOULD GO TO ***** MAIL AFTER SEVEN MINUTES AND THEN CUT US OFF.THE *** ALSO HAD DIRTY TISSUES IN THE BACK WHEN WE PICKED IT UP.AVOID THIS COMPANY AT ALL COSTS!!!!!!!!!!!!

  Wheelers Accessible Van Rentals

  Date: 06/27/2024

  Hello ****, we are so sorry to hear about your disappointment in the van. We take safety or vehicle issues seriously and try and address all in a timely manner that is appropriate. We did receive your video and photos. We researched the issue and was able to get our vehicle manager out there the following day. Upon his arrival he did a full inspection of the van including the seat issue. Unfortunately, after he pulled the seat back up it did lock securely in place. We recognize in your video you were doing something similar to sit the seat up. With us not being able to be present with you at the time of the issue we can not physically assist or tell you why it was not clicking during your attempts. I did not see a original complaint of cleanliness during your reservation but its something we will defiantly look into to see the situation. We hope we can rent to you again to make things right. Please feel free to email me directly at ************************************* to assist. Thank you.

• Review fromA Lou F

  Date: 04/18/2024

  1 star
  Not only does this company unfairly charge their customers and give vans not kept up but they take peoples money and keep it. They are just as horrible to their workers they dont give all information needed to succeed, they take reservations away from workers, they take hours away, very rude doesnt work with employees only benefit themselves. They go behind your back without communication hire a replacement and then make up a reason to get rid of you if you dont kiss their behinds. Shady thieves liers dont waste your time money or job opportunity on them!!! They dont care whos life they destroy

• Review fromStacy R

  Date: 12/26/2023

  1 star
  If I could give this company less than 1 star, I would. This is a company that deals with the handicapped and yet rents out barely operable vehicles for exorbitant fees. The van we rented smelled of smoke, according to the sticker in the window was way over due for an oil change, and the key fob was broken so we had to constantly call customer service for them to remotely unlock the van, among other issues. They charged my credit card three times and did not provide receipts for all of the charges. When I disputed this with my credit card company which anyone with unknown charges would do, they emailed me to intimidate and threaten me with legal action instead of just responding to the claim. From start to finish, this was not a pleasant experience.

  Wheelers Accessible Van Rentals

  Date: 01/04/2024

  Hello *****, there appears to be a misunderstanding regarding this review. Our records indicate that we have a signed contract in place, and the credit card charges charged were processed in accordance with the terms outlined in the agreement. Furthermore, we have you verbally stating you understood the charges and repeating the amount back to us in a call recording. We value transparency and strive to maintain open communication with our customers. In fact the mileage charges you have disputed are written 5 places for your viewing and understanding. Not once have you mentioned smoke, or a oil change sticker which needed to be replaced and peeled off but was not overdue. We get our vans maintained regularly. We did state that you are disputing charges falsely to your credit card company and we would handle to the full extent of the law. We have sent you proof of all your charges and your agreement and call log and you stated you "Understand" then write a review. Feel free to contact us again if you need further understanding.

• Review fromGreg D

  Date: 12/04/2023

  1 star
  PROCEED WITH WARNING. There are many repeating issues found in reviews that have continued again. The van we were issued had the problems of sliding door not locking in place, driver side seat belt not retracting (always loose), driver side seat-back not able to adjust (could not site straight), floor mats not secure (worried that it would jam in accelerator - like ****** lawsuit/recall). After reporting issues was falsely accused of dog hair causing $250.00 detail fee. Now not returning phone calls as verbally promised. Not replying to e-mail. And, required to rent van for four days when only need it for a few hours (it was a holiday - but not 4 days). Things are getting worse at Wheelers.

  Wheelers Accessible Van Rentals

  Date: 01/04/2024

  Hello ****, wow this couldnt be further from what happened. We did speak with your wife about the dog hair. To which she did state you had a dog but didnt think it was ever in the van. You NEVER reported problems with the sliding door, or drivers seat belt retracting or the drivers seat not being able to sit up. As you stated in your email to us you got these from other review sites not your experience. Which we have publicly responded to each customer individually. The floor mates that you are talkin about are foot plates so your feet dont dangle. They are secure in their settings but removeable. The floor is dropped to accommodate the modification to place a wheelchair in the van. We dont manufacture the vans. We have returned every call, email and we can show proof of both. Its very disheartening that you would refuse to take responsibility for the pet hair.

• Review fromRoxanne L

  Date: 05/17/2023

  1 star
  The rental van itself was nice, but the customer service and management is terrible. I do not recommend and I will not be renting from Wheelers again, Mobility Works is a bit more expensive but their customer service is a lot better.

  Wheelers Accessible Van Rentals

  Date: 01/04/2024

  I'm writing to sincerely apologize for the negative experience you had with our management team, as mentioned in your recent review. We take your feedback seriously and are actively investigating the matter.To better address your concerns, could you please share more details about the specific incident? Your insights will help us take corrective measures and prevent such issues in the future.We would also appreciate the opportunity to discuss this with you personally. Feel free to contact our customer service team at ************ or ************************************************ you for bringing this to our attention. We value your feedback and aim to improve based on your insights.

• Review fromPatrick S

  Date: 04/20/2023

  1 star
  Wheelers *********** charged me a full days rental for returning the vehicle a few hours late after being stuck in traffic in an unfamiliar *******************.First time renting from this branch and will be my last.Branch supervisor could have waived the charge but decided $150 was worth losing a first time customer over...awful customer service. Yes the return time was in the contract but charging a full day for returning a few hours late because of unforseen circumstances is ***********Don't rent from Wheelers ***********.

  Wheelers Accessible Van Rentals

  Date: 05/01/2023

  *******, we take every review positive or negative, very seriously. Upon review of your reservation, we did find some inconsistencies and some missing information in your review. Your signed contract was up at 11AM PST. Wheelers does offer a 1 hour grace ****** at the end of your rental to make sure you are not charged for any unforeseen circumstances. We do understand things are out of your control at times, however, we want to ensure we adhere the following customers paid reservation as well.You stated you were a few hours late. Correct, you were late by 3.5 hours. You called in at **** PM to state you were going to be late and you had not left yet. Our staff then reminded you of your return time and you would be charged a additional day. Based on your recorded phone conversation AND GPS systems you were not late due to traffic but that you were running late based on your own personal schedule. You did not start driving to our location till 1pm which was already 2 hours late. I would include snippets from our phone and GPS, but his comment area, does not allow pictures or snippets. But we do have them if you'd like us to send them to you.We did charge you a additional day based on the fact that it was no traffic issue which caused you to be late, but simply because you didn't leave on time, as our GPS system shows you didn't leave until you were already 2 hours late. We would also like to point out the fact that because you were so late, we had a reservation behind yours, which we needed time to get it readied for the next customer, but because you were so late, we were unable ready this van. This mom flew into *** with her disabled son and needed the van at her scheduled time. Because you were so late, our team scrambled to find her another van and do a quick turn around in preparing the van for her, while she waited. Wheelers was not able to deliver on time and your tardiness greatly inconvenienced her and her family. She was very upset, she couldn't understand why someone would not return the van on time, Everyone knows how difficult it is to find handicap accessible transportation. She as well wanted compensation for her time lost and the inconvenience of it all, as Wheelers was not able to uphold her delivery time at no fault of Wheelers, but complete because your tardiness.Wheelers, as a business, has core values of honesty, reliability, and compassion. We expect our staff to meet these requirements as well as our customers. While we appreciate your feedback and review, we felt it was necessary to include all relevant information that transpired. While we can't refund you the late penalty, I encourage you to reach out to us directly to have a conversation on how we can retain your business in the future. Thank you for your understanding.