Complaintsfor101 Mobility of Baltimore

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original time frame of order was 2022. We had problems right away, but the big problem is that lift (for handicap) screeches going down and up. This problem happened originally and has continued to happen. IT is almost impossible to get fixed and now it is screeching again. 101 Mobility tell me it is out of warranty. It will be $195 for the technician to come out and $45 each hour. I want it finally repaired correctly and I don't want to pay this exorbitant amount of money for that when it keeps happening from initial installment.

  Bureau response

  11/01/2023

  Marian ********
  ** ********* **** *** **** ***** ** ****** *** *****
  
  
  Dear Marian ********:
  
  Better Business Bureau (BBB) has received the complaint that you submitted on 11/1/2023 against 101 Mobility.  For your records, this complaint was assigned ID ******** in our system.
  
  Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.
  
  Please provide receipt/contract.
  
  Once clarification has been received, BBB will be able to continue processing of the complaint. Please be aware that should BBB not receive clarification within 5 calendar days the complaint must be closed accordingly, if you require additional time to provide a response please let me know and I can provide you an extension.
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Thank you for your prompt reply.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Customer response

  11/01/2023

  I have attached a copy of the contract.  Please call or email if you need anything else.  Marian

  Bureau response

  11/01/2023

  Send Complaint to BBB

  Business response

  11/04/2023

  I have attached the letter pasted below. Due to formatting changes, I direct your attention to the attached letter.  Please send all future communications on this matter to Lauren *******, Esquire for Madrag, LLC Trading As 101 Mobility of Greater Baltimore, at *****************

  TO:         Better Business Bureau
                  502 S. Sharp Street Ste 1200
                  Baltimore, MD 21201-2445
  
  RE:          ID ********
                  Marian ********
                  ** ********* **** *** ***                 ***** ** ****** ** *****
  This letter is in response to the electronic mail sent to my client, Madrag, LLC (t/a in Maryland, “101 Mobility of Greater Baltimore”), by your company, Better Business Bureau (hereinafter “BBB” or “your company:”) on November 3, 2023, informing my client that a 101 Mobility of Greater Baltimore customer has utilized your company’s website to make allegations against my client.
  
  Accordingly, below is my client’s response:
  
  101 Mobility of Greater Baltimore takes great pride in servicing the accessibility needs of mobility impaired individuals of all ages throughout Maryland.  It is always an emotional and difficult situation when dealing with mobility limitations to one’s independence. 
  
  101 Mobility of Greater Baltimore consistently seeks to treat all its clients fairly, honestly and equally in accordance with the written contracts signed by its customers and was deeply saddened to learn of Ms. ********’s allegations.
  
  The client in question signed a contract with 101 Mobility of Greater Baltimore for the purchase of a Bruno VPL 3165, an outdoor vertical platform wheelchair lift (“VPL”), with associated construction to facilitate the installation of the VPL, see attached Sales Contract *********** 
  
  101 Mobility of Greater Baltimore has been serving the accessibility needs of Maryland residents and business for over 13 years.  101 Mobility of Greater Baltimore knows that often when dealing with people experiencing a lack of mobility and resulting loss of independence, it is an emotional and difficult circumstance.  Sadly, too frequently it can also manifest as increased hostility towards the people trying to help, which is what is happening to my client at the hand of Ms. ********.
  
   Ms. Friedman is consistently hostile and verbally abusive to every member of the 101 Mobility of Greater Baltimore team.  Furthermore, Ms. ********’s own sister, who assisted with the purchase of Sales Contract *********** has repeatedly apologized for Ms. ********’s behavior, saying that is just how she can behave.   
  
  
  Ms. ********’s characterization in your email to my client is woefully deficient in fact.  Ms. ********’s comments to your company belies the true nature of events associated with her customer account.
  
  Upon purchase on January 14, 2022, Ms. ******** received a 1-year labor warranty, which is given to all 101 Mobility of Greater Baltimore customers.  See 1-Year labor Warranty terms and conditions below. In addition, as shown on Sales Contract *********** Ms. ******** received the manufacturer, Bruno’s equipment warranty.
  
  Mr. ********’s VPL was fully installed to her satisfaction on March 11, 2022, as you can see from the attached signed Equipment and Delivery Installation form.  You can see from the screen shot here of the Delivery Confirmation form, that Ms. ******** confirmed she had “read and understood the 101 Mobility service policy.”
  
  [screen shot not presenting due to formatting issues; see attached letter on behalf of Madrag, LLC]
  
  
  101 Mobility of Greater Baltimore has provided Ms. ******** with complimentary labor services for 12 months.  In addition, due to the timeline for the manufacturer to ship certain parts, 101 Mobility of Greater Baltimore provided Mr. ******** with an additional 4 months of free labor service beyond her 1-year labor warranty, at no additional charge.
  
  It should also be noted for this record that those additional 4 months of free labor at no charge was not the only time 101 Mobility of Greater Baltimore elected, out of shear kindness and neighborly charity, to not charge Ms. ******** for services rendered.
  
  After installation was completed, Ms. ******** and her sister contacted 101 Mobility of Greater Baltimore requesting that more concrete be added to the property.  This additional concrete request in no way was connected to any need or functional aspect of the VPL installation. 
  
  The request for more concrete stemmed entirely from Ms. ******** and her sister deciding that it would be helpful to have more concrete than the asphalt surface at the property during warm weather, to reduce the opportunity for Ms. ********’s wheelchair to have reduced traction.
  101 Mobility of Greater Baltimore obliged Ms. Friedman’s request and installed additional concrete at the property.   When presented with the invoice for the additional concrete, Ms. ******** asked to speak to the owner of 101 Mobility of Greater Baltimore to see if he would not charge her for the cost of the additional concrete work.  The owner of 101 Mobility did not understand this request as the work done was purely at Ms. ********’s request and wholly unrelated to her use of the VPL.  Ms. ******** refused to pay for the concrete work.  The owner of 101 Mobility of Greater Baltimore did not want to press the issue with Ms. ******** and decided, for no other reason than to be kind, that 101 Mobility of Greater Baltimore would cover the cost of the additional concrete work.
  
  Regarding service on Ms. ********’s VPL, her account indicates service was rendered as follows:
  
  June 3, 2022, when a railing was repaired and the VPL was alleged to not be moving.
  August 15, 2022 service for unit making noise, manufacturer part order as per manufacturer training for issue trouble shooting.
  September 26, 2022 unit making noise, 101 Mobility of Greater Baltimore ordered part likely to be at issue – nylon block
  October 26, 2022, VPL repair executed with manufacturer’s advised part, service technician identified that opposing nylon block needed replacement as well, part ordered, unit working properly at end of service call.
  November 22, 2022 VPL repair executed with manufacturer’s advised part for other nylon block, unit no longer making any noise.
  ***over six months later***June 19, 2023 unit making noise, client refused to have prior technician and therefore was advised that it would take longer to have the service done if client refused the available technician. Client maintained refusal of available technician.
  July 12, 2023 VPL repair executed with manufacturer’s advised part, technician assessment identified a different issue and ordered part per manufacturer guidelines.
  September 5, 2023 VPL repair executed and unit working without noises. Technician assessment determined climate might have impacted the functionality of the unit, see attached Service Order Form, dated September 5, 2023.
  Each time 101 Mobility of Greater Baltimore provided service per manufacturer guidelines, the unit was not making any noise upon completion of the service appointment.
  
  101 Mobility of Greater Baltimore has been responsive to Ms. ********’s service needs since inception, at no charge.  101 Mobility of Greater Baltimore, at all times, has been available to provide service to Ms. ********, unlike a majority of companies in the accessibility industry, who’s clients call 101 Mobility of Greater Baltimore for service daily when the company they purchased from turns its back on them.  101 Mobility of Greater Baltimore only has ever functioned from a position of professionalism and consideration while dealing with Ms. ********. 
  
  101 Mobility of Greater Baltimore understands that customers can get frustrated with the reality that mechanical equipment has the potential to need service.  It is important to note that 101 Mobility of Greater Baltimore is not the manufacturer, nor in any way has control over the manufacturer of the equipment it sells and installs.
  
  In support of that understanding, 101 Mobility of Greater Baltimore provides a 1-year free labor warranty to all customers, and is available, at a nominal cost, to provide service upon the expiration of the 1-year labor warranty.  101 Mobility also does not provide service to anyone whose equipment it did not sell/install, as 101 Mobility places a priority on its direct customers and their needs.
  
  Ms. ******** has received 16 months of free labor service.  It is only now that 101 Mobility of Greater Baltimore has advised her of the labor service fees upon the expiration of her labor warranty.  Ms. Friedman’s Bruno equipment warranty is still valid and effective for all costs associated with equipment covered under the manufacturer’s warranty, which the manufacturer controls.
  
  Ms. ******** has been told that her VPL is still under Bruno’s manufacturer’s warranty; that equipment falls under Bruno’s warranty, for costs associated with any equipment needed.  She has refused to acknowledge this information, and instead attempted to bully and sully the reputation of 101 Mobility of Greater Baltimore with her allegations to your company, in her effort to received more free labor service under guise of threats and false accusations. 
  
  Ms. ******** seems to feel entitled to demand that my client provide fee labor service to her in perpetuity.
  
  101 Mobility of Greater Baltimore is a locally owned family run franchise.  It is not a national corporate entity.  101 Mobility of Greater Baltimore deserves to be paid for its services, service rates which have not been increased in over 3 years, so that it can continue to be the upstanding member of the community it has been for over 13 years, providing jobs and accessibility services to Maryland residents.
  
  In light of her accusations and actions, 101 Mobility of Greater Baltimore is exercising its right of refusal to provider any further service to Ms. ******** due to her lies, verbal abuse and threatening treatment of all 101 Mobility of Greater Baltimore employees and the owner.
  
  
  Respectfully
  Lauren **** *******, Esquire
  
  
  Effective the date installation is completed and terminating on the installation 1-year anniversary date.
  Covers all labor costs associated with service requests for non- or partial-functioning equipment, commensurate with coverage under the manufacturer’s equipment warranty.
  Coverage is excluded on any equipment 101 Mobility determines to have been used out of compliance with manufacturer’s guidelines or shows signs of evident abuse and neglect.
  Coverage is excluded for labor costs associated with requests for routine maintenance checks of fully functioning equipment.
  All requests for routine maintenance of fully functioning equipment will be charged standard 101 Mobility residential labor rates of $195/1-60minutes and $45/30-minute increment thereafter.
  At all times, any costs for the replacement of parts/equipment falls under the manufacturer warranty for said parts/equipment.
  101 Mobility does not guarantee same day service.
  101 Mobility places all requests for service in the service queue on a rolling basis and prioritizes only based on degree of non-functionality.
  101 Mobility does not provide 24-hour service and advises customers to plan accordingly for evening, weekend or holiday emergencies.
  101 Mobility knows that the equipment it provides is essential to the quality of life for its customers, accordingly, 101 Mobility always tries to accommodate customers’ service requests expeditiously, when and if it is able.
  101 Mobility reserves the right to decline requests for service during the 1-Year Labor Warranty if 101 Mobility determines that the customer is verbally or physically hostile or threatening to any 101 Mobility employee.
  101 Mobility reserves the right to decline requests for service during the 1-Year Labor Warranty if 101 Mobility determines that the equipment has been or is being used out of compliance with manufacturer’s guidelines or shows signs of evident abuse and neglect.
  101 Mobility reserves the right to decline requests for service during the 1-Year Labor Warranty if 101 Mobility determines that the customer’s account is delinquent/shows an outstanding account balance.
  AFTER EXPIRATION OF THE COMPLIMENTARY 1-YEAR LABOR WARRANTY All costs for service will be charged standard 101 Mobility residential labor rates of $195/1-60minutes and $45/30-minute increment thereafter.
  If 101 Mobility determines a part(s) needs to be ordered from the manufacturer, 101 Mobility will provide an estimate to the customer for said part(s) and repair.
  101 Mobility will wait to receive customer’s consent to the repair quote and deposit (when applicable) for the part(s) order, prior to placing the part(s) order with the manufacturer.
  Upon physically receiving the part(s) in the 101 Mobility warehouse, the customer will be queued for scheduling in accordance with standard 101 Mobility scheduling guidelines.
  101 Mobility will return to customer’s property and continue the time clock running from the initial service appointment; no initial hour service fee will be charged for return to install ordered parts; customers will continue to be charged the 30- minute increment service rates.
  If 101 Mobility is required to return for a service call within thirty (30) days of a previous service call, and 101 Mobility determines upon inspection that the latter service call presents the identical issue as the former service call, the customer will not be charged a new initial hour fee, in the alternative the customer will continue to be charged the service rates for each 30-minute increment after the 1st hour of service.
  Return service calls for repeat issues after 30-days or for service calls identifying new issues, customer will be charged a new initial hour fee. 101 Mobility reiterates and restates its standard scheduling guidelines and rights of refusal.

  Bureau response

  11/07/2023

  Marian ********
  ** ********* **** *** **** ***** ** ******** *****
  
  
  Dear Marian ********:
  
  This message is in regard to your complaint submitted on 11/1/2023 against 101 Mobility of Baltimore.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from 101 Mobility of Baltimore. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code* **************

  Sincerely,

  Wanda *******
  **************************

  
  MESSAGE FROM BUSINESS:
  
  

  I have attached the letter pasted below. Due to formatting changes, I direct your attention to the attached letter.  Please send all future communications on this matter to Lauren *******, Esquire for Madrag, LLC Trading As 101 Mobility of Greater Baltimore, at *****************

  TO:         Better Business Bureau
                  502 S. Sharp Street Ste 1200
                  Baltimore, MD 21201-2445
  
  RE:          ID ********
                  Marian ********
                  ** ********* **** *** ***                 ***** ** ****** ** *****
  This letter is in response to the electronic mail sent to my client, Madrag, LLC (t/a in Maryland, “101 Mobility of Greater Baltimore”), by your company, Better Business Bureau (hereinafter “BBB” or “your company:”) on November 3, 2023, informing my client that a 101 Mobility of Greater Baltimore customer has utilized your company’s website to make allegations against my client.
  
  Accordingly, below is my client’s response:
  
  101 Mobility of Greater Baltimore takes great pride in servicing the accessibility needs of mobility impaired individuals of all ages throughout Maryland.  It is always an emotional and difficult situation when dealing with mobility limitations to one’s independence. 
  
  101 Mobility of Greater Baltimore consistently seeks to treat all its clients fairly, honestly and equally in accordance with the written contracts signed by its customers and was deeply saddened to learn of Ms. ********’s allegations.
  
  The client in question signed a contract with 101 Mobility of Greater Baltimore for the purchase of a Bruno VPL 3165, an outdoor vertical platform wheelchair lift (“VPL”), with associated construction to facilitate the installation of the VPL, see attached Sales Contract Q*********. 
  
  101 Mobility of Greater Baltimore has been serving the accessibility needs of Maryland residents and business for over 13 years.  101 Mobility of Greater Baltimore knows that often when dealing with people experiencing a lack of mobility and resulting loss of independence, it is an emotional and difficult circumstance.  Sadly, too frequently it can also manifest as increased hostility towards the people trying to help, which is what is happening to my client at the hand of Ms. ********.
  
   Ms. Friedman is consistently hostile and verbally abusive to every member of the 101 Mobility of Greater Baltimore team.  Furthermore, Ms. ********’s own sister, who assisted with the purchase of Sales Contract Q*********, has repeatedly apologized for Ms. ********’s behavior, saying that is just how she can behave.   
  
  
  Ms. ********’s characterization in your email to my client is woefully deficient in fact.  Ms. ********’s comments to your company belies the true nature of events associated with her customer account.
  
  Upon purchase on January 14, 2022, Ms. ******** received a 1-year labor warranty, which is given to all 101 Mobility of Greater Baltimore customers.  See 1-Year labor Warranty terms and conditions below. In addition, as shown on Sales Contract Q*********, Ms. ******** received the manufacturer, Bruno’s equipment warranty.
  
  Mr. ********’s VPL was fully installed to her satisfaction on March 11, 2022, as you can see from the attached signed Equipment and Delivery Installation form.  You can see from the screen shot here of the Delivery Confirmation form, that Ms. ******** confirmed she had “read and understood the 101 Mobility service policy.”
  
  [screen shot not presenting due to formatting issues; see attached letter on behalf of Madrag, LLC]
  
  
  101 Mobility of Greater Baltimore has provided Ms. ******** with complimentary labor services for 12 months.  In addition, due to the timeline for the manufacturer to ship certain parts, 101 Mobility of Greater Baltimore provided Mr. ******** with an additional 4 months of free labor service beyond her 1-year labor warranty, at no additional charge.
  
  It should also be noted for this record that those additional 4 months of free labor at no charge was not the only time 101 Mobility of Greater Baltimore elected, out of shear kindness and neighborly charity, to not charge Ms. ******** for services rendered.
  
  After installation was completed, Ms. ******** and her sister contacted 101 Mobility of Greater Baltimore requesting that more concrete be added to the property.  This additional concrete request in no way was connected to any need or functional aspect of the VPL installation. 
  
  The request for more concrete stemmed entirely from Ms. ******** and her sister deciding that it would be helpful to have more concrete than the asphalt surface at the property during warm weather, to reduce the opportunity for Ms. ********’s wheelchair to have reduced traction.
  101 Mobility of Greater Baltimore obliged Ms. Friedman’s request and installed additional concrete at the property.   When presented with the invoice for the additional concrete, Ms. ******** asked to speak to the owner of 101 Mobility of Greater Baltimore to see if he would not charge her for the cost of the additional concrete work.  The owner of 101 Mobility did not understand this request as the work done was purely at Ms. ********’s request and wholly unrelated to her use of the VPL.  Ms. ******** refused to pay for the concrete work.  The owner of 101 Mobility of Greater Baltimore did not want to press the issue with Ms. ******** and decided, for no other reason than to be kind, that 101 Mobility of Greater Baltimore would cover the cost of the additional concrete work.
  
  Regarding service on Ms. ********’s VPL, her account indicates service was rendered as follows:
  
  June 3, 2022, when a railing was repaired and the VPL was alleged to not be moving.
  August 15, 2022 service for unit making noise, manufacturer part order as per manufacturer training for issue trouble shooting.
  September 26, 2022 unit making noise, 101 Mobility of Greater Baltimore ordered part likely to be at issue – nylon block
  October 26, 2022, VPL repair executed with manufacturer’s advised part, service technician identified that opposing nylon block needed replacement as well, part ordered, unit working properly at end of service call.
  November 22, 2022 VPL repair executed with manufacturer’s advised part for other nylon block, unit no longer making any noise.
  ***over six months later***June 19, 2023 unit making noise, client refused to have prior technician and therefore was advised that it would take longer to have the service done if client refused the available technician. Client maintained refusal of available technician.
  July 12, 2023 VPL repair executed with manufacturer’s advised part, technician assessment identified a different issue and ordered part per manufacturer guidelines.
  September 5, 2023 VPL repair executed and unit working without noises. Technician assessment determined climate might have impacted the functionality of the unit, see attached Service Order Form, dated September 5, 2023.
  Each time 101 Mobility of Greater Baltimore provided service per manufacturer guidelines, the unit was not making any noise upon completion of the service appointment.
  
  101 Mobility of Greater Baltimore has been responsive to Ms. ********’s service needs since inception, at no charge.  101 Mobility of Greater Baltimore, at all times, has been available to provide service to Ms. ********, unlike a majority of companies in the accessibility industry, who’s clients call 101 Mobility of Greater Baltimore for service daily when the company they purchased from turns its back on them.  101 Mobility of Greater Baltimore only has ever functioned from a position of professionalism and consideration while dealing with Ms. ********. 
  
  101 Mobility of Greater Baltimore understands that customers can get frustrated with the reality that mechanical equipment has the potential to need service.  It is important to note that 101 Mobility of Greater Baltimore is not the manufacturer, nor in any way has control over the manufacturer of the equipment it sells and installs.
  
  In support of that understanding, 101 Mobility of Greater Baltimore provides a 1-year free labor warranty to all customers, and is available, at a nominal cost, to provide service upon the expiration of the 1-year labor warranty.  101 Mobility also does not provide service to anyone whose equipment it did not sell/install, as 101 Mobility places a priority on its direct customers and their needs.
  
  Ms. ******** has received 16 months of free labor service.  It is only now that 101 Mobility of Greater Baltimore has advised her of the labor service fees upon the expiration of her labor warranty.  Ms. Friedman’s Bruno equipment warranty is still valid and effective for all costs associated with equipment covered under the manufacturer’s warranty, which the manufacturer controls.
  
  Ms. ******** has been told that her VPL is still under Bruno’s manufacturer’s warranty; that equipment falls under Bruno’s warranty, for costs associated with any equipment needed.  She has refused to acknowledge this information, and instead attempted to bully and sully the reputation of 101 Mobility of Greater Baltimore with her allegations to your company, in her effort to received more free labor service under guise of threats and false accusations. 
  
  Ms. ******** seems to feel entitled to demand that my client provide fee labor service to her in perpetuity.
  
  101 Mobility of Greater Baltimore is a locally owned family run franchise.  It is not a national corporate entity.  101 Mobility of Greater Baltimore deserves to be paid for its services, service rates which have not been increased in over 3 years, so that it can continue to be the upstanding member of the community it has been for over 13 years, providing jobs and accessibility services to Maryland residents.
  
  In light of her accusations and actions, 101 Mobility of Greater Baltimore is exercising its right of refusal to provider any further service to Ms. ******** due to her lies, verbal abuse and threatening treatment of all 101 Mobility of Greater Baltimore employees and the owner.
  
  
  Respectfully
  Lauren **** ******** Esquire
  
  
  Effective the date installation is completed and terminating on the installation 1-year anniversary date.
  Covers all labor costs associated with service requests for non- or partial-functioning equipment, commensurate with coverage under the manufacturer’s equipment warranty.
  Coverage is excluded on any equipment 101 Mobility determines to have been used out of compliance with manufacturer’s guidelines or shows signs of evident abuse and neglect.
  Coverage is excluded for labor costs associated with requests for routine maintenance checks of fully functioning equipment.
  All requests for routine maintenance of fully functioning equipment will be charged standard 101 Mobility residential labor rates of $195/1-60minutes and $45/30-minute increment thereafter.
  At all times, any costs for the replacement of parts/equipment falls under the manufacturer warranty for said parts/equipment.
  101 Mobility does not guarantee same day service.
  101 Mobility places all requests for service in the service queue on a rolling basis and prioritizes only based on degree of non-functionality.
  101 Mobility does not provide 24-hour service and advises customers to plan accordingly for evening, weekend or holiday emergencies.
  101 Mobility knows that the equipment it provides is essential to the quality of life for its customers, accordingly, 101 Mobility always tries to accommodate customers’ service requests expeditiously, when and if it is able.
  101 Mobility reserves the right to decline requests for service during the 1-Year Labor Warranty if 101 Mobility determines that the customer is verbally or physically hostile or threatening to any 101 Mobility employee.
  101 Mobility reserves the right to decline requests for service during the 1-Year Labor Warranty if 101 Mobility determines that the equipment has been or is being used out of compliance with manufacturer’s guidelines or shows signs of evident abuse and neglect.
  101 Mobility reserves the right to decline requests for service during the 1-Year Labor Warranty if 101 Mobility determines that the customer’s account is delinquent/shows an outstanding account balance.
  AFTER EXPIRATION OF THE COMPLIMENTARY 1-YEAR LABOR WARRANTY All costs for service will be charged standard 101 Mobility residential labor rates of $195/1-60minutes and $45/30-minute increment thereafter.
  If 101 Mobility determines a part(s) needs to be ordered from the manufacturer, 101 Mobility will provide an estimate to the customer for said part(s) and repair.
  101 Mobility will wait to receive customer’s consent to the repair quote and deposit (when applicable) for the part(s) order, prior to placing the part(s) order with the manufacturer.
  Upon physically receiving the part(s) in the 101 Mobility warehouse, the customer will be queued for scheduling in accordance with standard 101 Mobility scheduling guidelines.
  101 Mobility will return to customer’s property and continue the time clock running from the initial service appointment; no initial hour service fee will be charged for return to install ordered parts; customers will continue to be charged the 30- minute increment service rates.
  If 101 Mobility is required to return for a service call within thirty (30) days of a previous service call, and 101 Mobility determines upon inspection that the latter service call presents the identical issue as the former service call, the customer will not be charged a new initial hour fee, in the alternative the customer will continue to be charged the service rates for each 30-minute increment after the 1st hour of service.
  Return service calls for repeat issues after 30-days or for service calls identifying new issues, customer will be charged a new initial hour fee. 101 Mobility reiterates and restates its standard scheduling guidelines and rights of refusal.

  Customer response

  11/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:  

  So, the answer to my question is refusal to do further business with me because I am rude and a bully?   How am I supposed to get the screeching fixed then?  My concern is if you allow me to still do business with you, this screeching has been going on a long time.   Am I faced with the $195 fee to come out and $45 per hour each time is screeches and it does screech?      

  I don't agree with the accusations, but it is not worth bickering over.   My issue is how do I get the screeching to stop and are you saying because I complained, I am a bully and rude, I am stuck?  Can you recommend another company that services Bruno?
  

   

  
  
  Sincerely,
  
  Marian ********

  Business response

  11/15/2023

  November 15, 2023
  TO:         Better Business Bureau
                  502 S. Sharp Street Ste 1200
                  Baltimore, MD 21201-2445
  
  RE:          ID ********
                  Marian ********
                  ** ********* **** *** ***                 ***** ** ****** ** *****
  
  This letter is in response to the electronic mail sent to my client, Madrag, LLC (t/a in Maryland, “101 Mobility of Greater Baltimore”), by your company, Better Business Bureau (hereinafter “BBB” or “your company:”) on November 10, 2023, informing my client that a 101 Mobility of Greater Baltimore customer has utilized your company’s website to make allegations against my client.
  
  Accordingly, below is my client’s response:
  
  Ms. ******** has repeatedly berated 101 Mobility of Greater Baltimore, the owner and its employees, in an effort to brow-beat and guilt them into providing gratis service upon the expiration of her 1-year labor warranty.
  
  101 Mobility of Greater Baltimore treats all its customers equitably.  Not one customer is charged differently for service than another.  All residential customers provided a 1-year labor warranty are advised of the service rates, for service requested upon expiration of that 1-year labor warranty.
  
  If customers are displeased at 101 Mobility of Greater Baltimore ‘s service rates, 101 Mobility accepts that those customers may seek service from any other authorized dealer or their equipment.
  
  My client reiterates, in light of her accusations and actions, 101 Mobility of Greater Baltimore is exercising its right of refusal to provider any further service to Ms. ******** due to her lies, verbal abuse and threatening treatment of all 101 Mobility of Greater Baltimore employees and the owner.
  
  At all times Ms. ******** may access the Bruno Independent Living Aids dealer locator to find other available Bruno dealers in her area to elicit service:  ****************.
  
  
  Respectfully
  Lauren **** ******** Esquire

  Bureau response

  11/20/2023

  Marian ********
  ** ********* **** *** **** ***** ** ******** *****  
  
  Dear Marian ********:
  
  This message is in regard to your complaint submitted on 11/1/2023 against 101 Mobility of Baltimore.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from 101 Mobility of Baltimore. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Wanda *******
  **************************
  

  
  MESSAGE FROM BUSINESS:
  
  November 15, 2023
  TO:         Better Business Bureau
                  502 S. Sharp Street Ste 1200
                  Baltimore, MD 21201-2445
  
  RE:          ID ********
                  Marian ********
                  ** ********* **** *** ***                 ***** ** ****** ** *****
  
  This letter is in response to the electronic mail sent to my client, Madrag, LLC (t/a in Maryland, “101 Mobility of Greater Baltimore”), by your company, Better Business Bureau (hereinafter “BBB” or “your company:”) on November 10, 2023, informing my client that a 101 Mobility of Greater Baltimore customer has utilized your company’s website to make allegations against my client.
  
  Accordingly, below is my client’s response:
  
  Ms. ******** has repeatedly berated 101 Mobility of Greater Baltimore, the owner and its employees, in an effort to brow-beat and guilt them into providing gratis service upon the expiration of her 1-year labor warranty.
  
  101 Mobility of Greater Baltimore treats all its customers equitably.  Not one customer is charged differently for service than another.  All residential customers provided a 1-year labor warranty are advised of the service rates, for service requested upon expiration of that 1-year labor warranty.
  
  If customers are displeased at 101 Mobility of Greater Baltimore ‘s service rates, 101 Mobility accepts that those customers may seek service from any other authorized dealer or their equipment.
  
  My client reiterates, in light of her accusations and actions, 101 Mobility of Greater Baltimore is exercising its right of refusal to provider any further service to Ms. ******** due to her lies, verbal abuse and threatening treatment of all 101 Mobility of Greater Baltimore employees and the owner.
  
  At all times Ms. ******** may access the Bruno Independent Living Aids dealer locator to find other available Bruno dealers in her area to elicit service:  ****************.
  
  
  Respectfully
  Lauren **** *******, Esquire

  Bureau response

  11/25/2023

  Marian ********
  ** ********* **** *** **** ***** ** ***** ** *****   
  
  Re: ID * ********- 101 Mobility of Baltimore
  
  Dear Marian ********,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Wanda *******
  **************************
  
  

  Bureau response

  11/25/2023

  Michel *******
  101 Mobility of Baltimore *** ********* ** ******** ***** ********** ** *****
  
  
  Re: ID * ******** - Marian ********
  
  Dear Michel *******:
  
  Thank you for your recent response to Marian ********. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Wanda *******
  **************************
  

*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. ↩