Complaints

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• Initial Complaint

  Date:06/08/2023

  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 am a disabled veteran and was recently issued a scooter by the VA. The scooter required a lift, which was adquired through 101 Mobility, and it was delivered and installed on 2/25/23. The "SWING AWAY" portion of the lift is malfunctioning, it is still under warranty but after making several attempts to get a technician from 101 Mobility back to my home to show that the lift's lever (rigid rod on the lift that alligns and locks to stabilize the scooter) was requiring me to manually juggle/shuffle around to manuever the lever into the required hole for an adequate fit and stability. Finally, on 3/9/23, a technician showed up to evaluate the problem. After waiting a couple weeks and not hearing anything back from 101 Mobility, I re-contacted someone at customer service again on 3/27/23. It was then confirmed and I was informed that the lift is still under warranty by the customer service representative I spoke with at 101 Mobility, BUT despite the fact that the required part to be repaired is still covered under warranty, I am responsible to pay out of pocket to pay for the labor to have a technician come back out to my home to repair it. I have left messages to have someone at the VA contact me in reference to this matter, and I have not heatd anything from either party. My question is the following:How can a company that had been contracted by the VA, offer warranty on a medically required equipment, but expects the cost of the labor to be paid by the client? After all, it is their employee. I can not understand why I am being held responsible to pay for the labor/sevice of the employee to come out to service their equipment that is still under full warranty.While attempting to submit this message to you, I received a call from ******* at 101 Mobility, who informed me that the manufacturer has stated that the lift is no longer under warranty because in "past" cases, it was determined that the "Swing Away" was opened with the lift on it. Not all cases are equal.

  

  Business Response

  Date: 07/06/2023

  We were contracted by the *********************** to assess, provide and install the auto lift that is the subject of this complaint. In these cases the VA is our customer in that they request service and pay for the equipment on behalf of the Veteran. We handle many VA requests each year and we have not ever had a complaint. Once the auto lift is installed by a manufacturer trained technician it is checked for operational excellence. Once that is completed there is a demonstration on how to use the lift. The lift in question is installed at most VA's in the country and there are few if any problems.

  During the turn-over of the equipment to the Veteran or any customer, our personnel review operation of the unit with the customer and discuss what to do and not to do per manufacturers instructions. In this case, there is a swing away arm that can be swung away from the back of the vehicle when the scooter/wheelchair is "not" on the lift for convenience ton access the back gate or trunk of the vehicle. If the swing away is used when a scooter/ wheel chair is on it the arm will bend due to the cantilever force on the unsecured arm. This is reviewed with customers and is also documented in the manufacturers manual.

  We sent our most experienced technician out to review the claim of a broken lift (20 years of auto experience and 8 years of lift experience). He has installed and repaired 100's lifts. He documented that the swing away was opened with a heavy load on it, most likely it was opened with the scooter on it (which will cause damage). Our experienced technician discussed the problem and the cause with ******************, he said that "I didn't do it, my wife must have done it".

  In our opinion, having installed and serviced this type of unit over 10 years, the unit was misused and not covered by the warranty. However, we were able to secure parts for a repair to the unit, we have to charge for our employees to go out and replace equipment items that fail due to user error.