Complaints

This profile includes complaints for Mobility Works's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mobility Works

  4199 Kinross Lakes Pkwy Ste 300 Richfield, OH 44286-9394

• 

  Mobility Works

  104 Pitkin St Hartford, CT 06108-3318

• 

  MobilityWorks

  5460 Campbells Run Rd #100 = Crafton, PA 15205

• 

  Mobility Works

  2303 Wallace Blvd Cinnaminson, NJ 08077-2571

• 

  Mobility Works

  5751 General Washington Dr Alexandria, VA 22312-2418

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.

• Initial Complaint

  Date:10/21/2025

  Type:Product 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 72 year old disabled senior citizen. I am having a trusted friend named **** ******, my caregiver and friend, file this complaint for me. In May of this year I had this company, mobility works install a chair lift in my home as I believed I needed it having recently had major abdominal surgery leaving me unable to walk up and down stairs. After consulting with my PT's and OT's, they determine that the chairlift was not safe for me to use given the style and construction of the staircase in my home. My caregiver tells me that it took almost three works to schedule an appointment to remove it. The worker who removed it said the Londonderry NH office would send a $500 check to me within a couple of weeks. That was JULY. It is now almost November and Mr. ****** has been calling this company every week for months and they refuse to call him back. I have never received any refund. I am having him file this complaint as well as a complaint with the Consumer Division of the New Hampshire Attorney General's office for fraud. I expect a refund check to be processed as soon as possible for $750, not $500. No one should have to have a caregiver hound your company for OVER THREE MONTHS to have someone process the necessary paperwork to have this refund check sent. He deserves to be compensated for the hours he has been trying to get this company to do their jobs, which they are clearly incompetent to do. Mr. ****** can be reached at *************

  Business Response

  Date: 11/06/2025

  Good afternoon,

  
  Thank you for your patience while our team worked through this matter. The delay in response was due to miscommunication among several individuals involved, but I’m happy to confirm that the issue has now been resolved.
  Attached is a copy of the refund issued on October 24, 2025, in the amount of $750.00.
  Please let me know if you need anything further.

  Thank you

   MobilityWorks

• Initial Complaint

  Date:10/12/2025

  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’m a person with a disability and have relied on a power scooter for about 10 years to walk my service dog daily—it’s essential to her health and well-being, and mine. In around April 2025, I visited MobilityWorks in Woodinville to purchase a new scooter and clearly explained that I needed it for daily outdoor use in my paved neighborhood. We stated we had no price limit and emphasized that we simply wanted the most reliable, dependable option, due to limited cell service. They recommended the Pride Zero-Turn 8, which I test-drove in their warehouse and purchased for about $2,200.
  
  Later during use, it began stalling—eventually every few feet—forcing me to restart it repeatedly until I became stranded. I live in a remote area with limited cell service and cannot walk for help, making this dangerous and frightening. MobilityWorks initially denied the issue, then blamed the batteries (which we paid to replace) and even a keychain. After months of poor communication and multiple repair attempts, the issue persisted. Much of this time, I was left without even a loaner scooter. They replaced one controller under warranty and refunded the battery cost since that did not fix the problem, but refused a full refund, directing us to work with the manufacturer, Pride, to repair it.
  
  A Pride technician confirmed the model is unsuitable for my needs. Both MobilityWorks and Pride now agree it is the wrong scooter, which is not our fault—MobilityWorks sold me this model. Pride suspects a faulty battery box and possibly both controllers, but could not guarantee that those repairs would resolve the issue. During inspection, a screw fell from the battery box due to improper reassembly by MobilityWorks. I have since purchased a scooter designed for outdoor use, as this issue has gone on for many months and my service dog needs her daily walks. I am seeking a full refund for the Pride Zero-Turn 8, which is defective and was never appropriate for the purpose I clearly communicated.

  Customer Answer

  Date: 10/13/2025

  I want to update the dates with the exact ones I was able to confirm. We purchased the scooter on November 14th, 2024, and began experiencing issues with it starting June 2025. Thanks!

  Customer Answer

  Date: 10/13/2025

  I want to update the dates with the exact ones I was able to confirm. We purchased the scooter on November 14th, 2024, and began experiencing issues with it starting June 2025. Thanks!

  Business Response

  Date: 10/21/2025

  Thank you for the opportunity
  to respond to the complaint submitted by Ms. ******** ******* and Ms. *****
  ******* regarding a Zero Turn 8 scooter purchased from MobilityWorks.
  Below is a detailed summary
  of the timeline and actions taken by our team:
  
  Timeline of Events
  May 8,
  2024:
  MobilityWorks installed an Asento Seat and Speedy Lift for Ms. *******.
  November
  14, 2024:
  Ms. ******* purchased a Zero Turn 8 scooter for $1,800.00.
  The sale was registered under her mother, ***** *******.
  At the time of purchase, Ms. ******* stated that she intended to use the
  scooter to walk her dog in her neighborhood on paved surfaces.
  There was no mention of cell service requirements during the sale.
  Documentation and registration records reflect this.
  June
  18, 2025:
  Ms. ******* returned the scooter, reporting it would not hold a charge.
  Our technicians could not replicate the issue. At the client’s request,
  the batteries were replaced as a precaution. She paid for the new
  batteries, and MobilityWorks later refunded her payment in full.
  June
  25, 2025:
  Ms. ******* reported continued issues. The scooter was brought back in and
  a different problem was identified. Repairs were completed at no cost to the client.
  July–August
  2025:
  During ongoing diagnostics, MobilityWorks remained in contact with Pride
  Mobility (the manufacturer) and the client.
  While the scooter was being evaluated, Ms. ******* was loaned a staff
  member’s personal scooter to ensure she had mobility access. She
  reported no problems using that temporary unit.
  September
  2025:
  A Pride Mobility field representative visited Ms. *******’s home to
  inspect the scooter.
  Their findings indicated:
  There
  was no cell service available in her area.
  The
  terrain where the scooter was being operated included inclines beyond
  the unit’s recommended use specifications.
  Pride
  recommended ordering certain parts, which we did, and confirmed they
  would manage the next steps in service.
  
  Summary
  At no point did MobilityWorks
  or Pride Mobility determine that the wrong unit was sold. The information
  provided at the time of purchase supported that this model met the client’s
  described needs for paved neighborhood use.
  The allegation that a screw
  fell out of the battery box due to improper reassembly cannot be verified, as
  this was not observed or reported during service.
  Throughout this process, our
  team acted in good faith—providing timely communication, refunding costs,
  coordinating directly with the manufacturer, and loaning a scooter to the
  client at no charge.
  As of September 2025,
  Ms. ******* has resumed use of her prior scooter.
  
  Conclusion
  MobilityWorks remains
  committed to providing high-quality service and mobility solutions for all
  clients. We have worked diligently and transparently with both the customer and
  Pride Mobility to resolve the issues presented and believe we have acted appropriately
  and professionally throughout this process.

  ***** ***** -Regional Vice President

  Business Response

  Date: 10/21/2025

  Thank you for the opportunity to respond to the complaint submitted by *** ******** ******* and *** ***** ******* regarding a Zero Turn 8 scooter purchased from MobilityWorks.
  Below is a detailed summary of the timeline and actions taken by our team:
  
  Timeline of Events
  May 8, 2024:
  MobilityWorks installed an Asento Seat and Speedy Lift for *** *******.
  November 14, 2024:
  *** ******* purchased a Zero Turn 8 scooter for $1,800.00. The sale was registered under her mother, ***** *******.
  At the time of purchase, *** ******* stated that she intended to use the scooter to walk her dog in her neighborhood on paved surfaces.
  There was no mention of cell service requirements during the sale. Documentation and registration records reflect this.
  June 18, 2025:
  *** ******* returned the scooter, reporting it would not hold a charge. Our technicians could not replicate the issue. At the clients request, the batteries were replaced as a precaution. She paid for the new batteries, and MobilityWorks later refunded her payment in full.
  June 25, 2025:
  *** ******* reported continued issues. The scooter was brought back in and a different problem was identified. Repairs were completed at no cost to the client.
  JulyAugust 2025:
  During ongoing diagnostics, MobilityWorks remained in contact with Pride Mobility (the manufacturer) and the client.
  While the scooter was being evaluated, *** ******* was loaned a staff members personal scooter to ensure she had mobility access. She reported no problems using that temporary unit.
  September 2025:
  A Pride Mobility field representative visited *** ******** home to inspect the scooter.
  Their findings indicated:
  There was no cell service available in her area.
  The terrain where the scooter was being operated included inclines beyond the units recommended use specifications.
  Pride recommended ordering certain parts, which we did, and confirmed they would manage the next steps in service.
  
  Summary
  At no point did MobilityWorks or Pride Mobility determine that the wrong unit was sold. The information provided at the time of purchase supported that this model met the clients described needs for paved neighborhood use.
  The allegation that a s**** fell out of the battery box due to improper reassembly cannot be verified, as this was not observed or reported during service.
  Throughout this process, our team acted in good faithproviding timely communication, refunding costs,coordinating directly with the manufacturer, and loaning a scooter to the client at no charge.
  As of September 2025,*** ******* has resumed use of her prior scooter.
  
  Conclusion
  MobilityWorks remains committed to providing high-quality service and mobility solutions for all clients. We have worked diligently and transparently with both the customer and Pride ******************** to resolve the issues presented and believe we have acted appropriately and professionally throughout this process.

  ***** ***** -Regional Vice President

  Customer Answer

  Date: 10/24/2025

   I am rejecting this response because:
  
  
  Thank you for the opportunity to respond. I must respectfully but firmly disagree with several key points in MobilityWorks’ statement, which misrepresent the facts and downplay the serious impact this situation has had on my health, safety, and financial well-being.
  
  At the time of purchase on November 14, 2024, my mother and I clearly communicated that I intended to use the scooter outdoors in my neighborhood to walk my service dog. She is a medical device—not a pet—and requires daily exercise for her health and well-being. I even tested the scooter with her walking beside me at the store to demonstrate this intended use. These daily walks are essential and mandated by the organization that trained and placed her with me. It was therefore critical that the scooter be safe and reliable for outdoor use.
  
  I also emphasized the need for a completely dependable scooter, as I am unable to walk at all, and have limited cell service in my neighborhood. A malfunction could leave me physically stranded. While MobilityWorks claims there was “no mention of cell service,” this detail was part of a broader conversation about the importance of reliability in outdoor settings—something I made abundantly clear. Regardless, it is the seller’s responsibility to understand the capabilities and limitations of the equipment they recommend and to ask clarifying questions when a customer presents specific needs.
  
  Both MobilityWorks and Pride Mobility have since verbally acknowledged that the Zero Turn 8 is not suitable for outdoor use, especially on neighborhood terrain with any incline. This was never disclosed during the purchase process. Given that both parties now agree the model was inappropriate for my needs, it is unreasonable to expect me to accept a repair. It is not my fault if this was not documented. After months of delays and unresolved issues, I was forced to purchase a new scooter out-of-pocket. I don’t know anyone who would knowingly buy an indoor-use scooter to walk a dog outdoors daily.
  
  The issue was not a charging problem, as suggested in their response, but stalling during operation—something far more serious. Initially, MobilityWorks claimed there was nothing wrong but recommended replacing the battery at our expense. We agreed, and the problem persisted. We were hesitant to pay for the new battery, as it was not a charging issue, and asked if they would refund the cost if it didn’t resolve the problem. To their credit, they did issue a refund when it failed to fix the issue. The controller was later replaced, but the stalling continued and even worsened. A Pride Mobility technician—who traveled from Portland—eventually examined the scooter. While lifting the battery box, a screw fell out, which we both witnessed. He noted that even replacing the entire battery box this time and both controllers might not resolve the issue. This process would also take an additional month or more to receive parts and schedule service. It has already been over 4 months of this issue. Whether or not this was documented does not negate the fact that it occurred. I cannot be held responsible for what MobilityWorks or Pride Mobility chose to document—or failed to document—during service. I have no control over their internal reporting, and the absence of a written note does not invalidate what was witnessed firsthand.
  
  During the many extended periods my scooter was at MobilityWorks for service, I was provided a loaner only once of the many times, and over 4 months of not having a working zero turn 8 scooter. I had already gave away my old scooter after buying the zero turn 8. While I appreciated the gesture, the loaner was the wrong size for me, caused significant back pain, and was difficult to steer—making it an inadequate substitute.
  
  Communication with the assigned technician, *****, was poor. He frequently failed to return calls and was often unpleasant when we spoke. My mother and I have phone records documenting the high volume of calls we made regarding this ongoing issue. Even when ***** promised to call by a certain date, we often waited several days beyond that to account for delays. Many times he would report to staff that he had called us back and followed up properly, when he hadn't.
  
  I am currently gathering supporting documentation, including phone records. My mother, who was present for all major conversations and service interactions, is also willing to provide a written statement confirming our account. While I regret that most of our communication with MobilityWorks occurred by phone rather than email, I stand by the accuracy of this timeline and am prepared to provide further evidence if needed.
  
  While Pride Mobility has indicated that refund decisions are outside their authority, it was made clear to me—without naming specific individuals—that representatives were surprised by the extent of the issue and expressed that a refund would be a reasonable and justified resolution. Their reaction further underscores how inappropriate the Zero Turn 8 was for my needs and how mishandled this situation has been.
  
  This issue has dragged on for over four months. Due to ongoing service failures and mismanagement, I was ultimately forced to purchase a new, properly functioning scooter from another provider long ago now to ensure I could continue caring for my service dog safely and consistently. The Zero Turn 8 stalls after moving only about three feet and will not go any further, rendering it completely unusable. This situation has caused significant financial strain—having now incurred the cost of two scooters—and has jeopardized my ability to care for my service dog safely and consistently. I cannot overstate the hours spent on the phone, the time on hold, and the emotional toll of being stranded due to the Zero Turn 8’s unreliability and just general stress and inconvenience this has been.
  
  Given the circumstances and the clear evidence that the wrong model was sold and service was mishandled, I respectfully request a full refund for the Zero Turn 8. This is the only fair and appropriate resolution.
  

  Customer Answer

  Date: 10/24/2025

   I am rejecting this response because:
  
  Thank you for the opportunity to respond. I must respectfully but firmly disagree with several key points in MobilityWorks statement, which misrepresent the facts and downplay the serious impact this situation has had on my health, safety, and financial well-being.
  
  At the time of purchase on November 14, 2024, my mother and I clearly communicated that I intended to use the scooter outdoors in my neighborhood to walk my service dog. She is a medical devicenot a petand requires daily exercise for her health and well-being. I even tested the scooter with her walking beside me at the store to demonstrate this intended use. These daily walks are essential and mandated by the organization that trained and placed her with me. It was therefore critical that the scooter be safe and reliable for outdoor use.
  
  I also emphasized the need for a completely dependable scooter, as I am unable to walk at all, and have limited cell service in my neighborhood. A malfunction could leave me physically stranded. While MobilityWorks claims there was no mention of cell service, this detail was part of a broader conversation about the importance of reliability in outdoor settingssomething I made abundantly clear. Regardless, it is the sellers responsibility to understand the capabilities and limitations of the equipment they recommend and to ask clarifying questions when a customer presents specific needs.
  
  Both MobilityWorks and Pride Mobility have since verbally acknowledged that the Zero Turn 8 is not suitable for outdoor use, especially on neighborhood terrain with any incline. This was never disclosed during the purchase process. Given that both parties now agree the model was inappropriate for my needs, it is unreasonable to expect me to accept a repair. It is not my fault if this was not documented. After months of delays and unresolved issues, I was forced to purchase a new scooter out-of-pocket. I dont know anyone who would knowingly buy an indoor-use scooter to walk a dog outdoors daily.
  
  The issue was not a charging problem, as suggested in their response, but stalling during operationsomething far more serious. Initially, MobilityWorks claimed there was nothing wrong but recommended replacing the battery at our expense. We agreed, and the problem persisted. We were hesitant to pay for the new battery, as it was not a charging issue, and asked if they would refund the cost if it didnt resolve the problem. To their credit, they did issue a refund when it failed to fix the issue. The controller was later replaced, but the stalling continued and even worsened. A Pride Mobility technicianwho traveled from ****************** examined the scooter. While lifting the battery box, a s**** fell out, which we both witnessed. He noted that even replacing the entire battery box this time and both controllers might not resolve the issue. This process would also take an additional month or more to receive parts and schedule service. It has already been over 4 months of this issue. Whether or not this was documented does not negate the fact that it occurred. I cannot be held responsible for what MobilityWorks or Pride Mobility chose to documentor failed to documentduring service. I have no control over their internal reporting, and the absence of a written note does not invalidate what was witnessed firsthand.
  
  During the many extended periods my scooter was at MobilityWorks for service, I was provided a loaner only once of the many times, and over 4 months of not having a working zero turn 8 scooter. I had already gave away my old scooter after buying the zero turn 8. While I appreciated the gesture, the loaner was the wrong size for me, caused significant back pain, and was difficult to steermaking it an inadequate substitute.
  
  Communication with the assigned technician, *****, was poor. He frequently failed to return calls and was often unpleasant when we spoke. My mother and I have phone records documenting the high volume of calls we made regarding this ongoing issue. Even when ***** promised to call by a certain date, we often waited several days beyond that to account for delays. Many times he would report to staff that he had called us back and followed up properly, when he hadn't.
  
  I am currently gathering supporting documentation, including phone records. My mother, who was present for all major conversations and service interactions, is also willing to provide a written statement confirming our account. While I regret that most of our communication with MobilityWorks occurred by phone rather than email, I stand by the accuracy of this timeline and am prepared to provide further evidence if needed.
  
  While Pride Mobility has indicated that refund decisions are outside their authority, it was made clear to mewithout naming specific individualsthat representatives were surprised by the extent of the issue and expressed that a refund would be a reasonable and justified resolution. Their reaction further underscores how inappropriate the Zero Turn 8 was for my needs and how mishandled this situation has been.
  
  This issue has dragged on for over four months. Due to ongoing service failures and mismanagement, I was ultimately forced to purchase a new, properly functioning scooter from another provider long ago now to ensure I could continue caring for my service dog safely and consistently. The Zero Turn 8 stalls after moving only about three feet and will not go any further, rendering it completely unusable. This situation has caused significant financial strainhaving now incurred the cost of two scootersand has jeopardized my ability to care for my service dog safely and consistently. I cannot overstate the hours spent on the phone, the time on hold, and the emotional toll of being stranded due to the Zero Turn 8s unreliability and just general stress and inconvenience this has been.
  
  Given the circumstances and the clear evidence that the wrong model was sold and service was mishandled, I respectfully request a full refund for the Zero Turn 8. This is the only fair and appropriate resolution.
  

• Initial Complaint

  Date:08/15/2025

  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 purchased a brand-new 2024 ***** Odyssey Sport with VMI conversion through MobilityWorks in March2025paying nearly $90,000for a safe, reliable van to transport my quadriplegic husband. Instead, it has repeatedly failed: sliding doors that wont close, ramp malfunctions, airbag warning lights, dead power outlets, no rear AC airflow, and poor conversion quality.Despite multiple service visitseven the most recent one two weeks ago made by my daughter and son-in-lawthe same issues persist. Each trip requires over 500-mile round-trip travel, adding 2000+ service-related miles that I did not drive, severely depreciating my vehicles value. Ive also endured the cost and stress of hotel stays and ********* experiencing profound compassion fatiguethe emotional and physical exhaustion from caring for a medically fragile loved one under constant, crisis-level failures. When the door or ramp fails, I feel helpless and terrified watching my husband overheat or get stuck. These failures are dangerous, not merely inconvenient. With winter coming, the fear of being stranded in freezing weather ********* return trip concluded with the vehicle returned unwashed, unfueled, and with a new chip in the windshieldnone disclosed to me in advance. Ive been dismissed, made to troubleshoot the vehicle myself, and ignored in my requests for a fair resolution.I trusted this van to serve as our lifeline; instead, its become a barrier.This van was sold as a guarantee of safety and mobility. It has failed on every level, and I need it fully resolvedimmediately.

  Business Response

  Date: 09/03/2025

  Dear BBB,

   

  MobilityWorks respectfully submits the following response regarding the concerns raised by ******* ******* in connection with their 2024 ***** Odyssey Sport with *** conversion, purchased on March 21, 2025.
  Since the date of purchase,MobilityWorks has responded to each reported concern promptly and has provided warranty service or goodwill accommodations as outlined below:
  April 2, 2025 Vehicle retrieved by MobilityWorks. Navigation system and driver-side sliding door were repaired.
  April 18, 2025 Vehicle retrieved again. Diagnosis determined that the door issue was caused by a damaged pinch sensor, consistent with user-related damage. Nonetheless, the repair was completed at no cost to the customer. A concern regarding the *** port was found to be related to the use of an aftermarket adaptor; no defect in the factory or conversion system was identified.
  May 13, 2025 Vehicle retrieved a third time. Customer reported rear A/C not functioning. Inspection confirmed the system operated as designed once airflow settings were adjusted. Driver-side sliding door was also adjusted at this visit.
  May 27, ******************************** the windshield after the van was returned. While MobilityWorks had no prior knowledge of this damage, an email was sent to the customer (ccing Regional Manager *** *****) offering to cover the cost of replacement. No follow-up request or invoice was received from the customer to complete this repair. At this time, the customer was informed that future transportation of the vehicle to our shop would be their responsibility.
  July 21, ************************************* for ramp operation and airbag light concerns. Repairs were completed and both systems were confirmed operational.
  August 15, 2025 Customer contacted service again regarding an airbag warning light. This item remains under warranty and MobilityWorks is prepared to address it.
  Summary of MobilityWorks Position:
  The vehicle remains under warranty, and MobilityWorks has consistently provided repairs in accordance with warranty obligations.
  On three separate occasions, MobilityWorks transported the customers vehicle 4+ hours each way as a goodwill accommodation, although this was not contractually required.
  Several issues reported were the result of user damage (pinch sensor) or operating settings (rear A/C). These were nevertheless repaired or adjusted at no charge.
  Safety protocols ensure that, in the event of a power failure, the *** conversion ramp can be manually deployed, preventing entrapment.
  Mileage accrued during warranty-related transport was necessary to facilitate repairs. At no time did MobilityWorks agree to compensate for mileage accumulation or related depreciation.
  The customer has not acted upon ********************** written offer to cover windshield replacement costs.
  MobilityWorks remains committed to honoring the warranty of both the ***** vehicle and the *** conversion and continues to stand ready to address the most recent concerns.
  
  Respectfully submitted,

  ****** ******

  Regional Service Director

• Initial Complaint

  Date:08/14/2025

  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 contacted from the website requesting a decal for my car with extra space needed then I been receiving phone calls unwanted and somone named ******* called me the other day twice left two voicemails and said that I was somehow was interested in purchasing a vechile when I requested sticker on the website nothing about a car now the company has been calling me to see about my interest I sent an email about the misunderstanding but no response but have received more calls since and hoping to get problem contact resolved and sticker sent out to me not unsolicited phone contact voicemail when the webpage says request a sticker then were expecting higher than normal wait times it will be mailed then they took that as oh she wants to purchase a vehicle so a sales person called me more than one at least three times now inquiring about the type of vehicle I wanted when I never inquired about a vehicle is the issue I only wanted the sticker sent no sales person contacting me to make a sale when that was not about this at all I want some sort of explanation from the business why this happen and to get calls to stop and my sticker that was requested ONLY to be mailed like requested none of the sales team trying to make a quick buck off me

  Business Response

  Date: 08/19/2025

  BBB,

  We appreciate the opportunity to address this matter and take client feedback seriously. The client came in through the website and was captured in the marketing automation (newly installed) system which created the follow up from the *** Team Members around the interest in purchasing a vehicle. We recognize this was an unintended outcome and have taken the opportunity to learn from it. We've taken this opportunity to learn and have asked the marketing group to review the rules to avoid this situation in the future. We have mailed the sticker that RS requested,and you will receive it tomorrow by the end of the day. *** tracking number: 1Z8Y65R50195428759

   

   

  ***** *.

  Vice President of Commercial Sales

   

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  They took ** vehicle in to put a new ramp system in it. They did all that I brought it ****. But when you turn the vehicle off, the ramp will not go up by itself. The day they dropped it off i called an told them the issue. They said to try a new battery, so I put a new battery in the Van. Still, did it that was 7 months ago. I kept calling about once a week. And I kept getting the run. Around from the same people, so I asked to talk to a higher up person and he got me in within the next week. They took the Van in, gave me a rental Van. And uh, what's supposed to fix ** Van called me a week or 2 ago now? And said they were waiting on some parts, maybe he was not very clear about it. But then uh I proceeded to bring ** Van **** and take the rental Van **** And uh I've been trying to get ahold of him for the past 3 days, won't return ** phone calls. And I'm getting aggravated, because I have a Van, that is not functioning correctly. And I can't get any answers from anyone

  Business Response

  Date: 07/31/2025

  Mr. ******* purchased his van from an outside dealer and the initial attempts to repair the van were unsuccessful. The **************** Manager contacted Mr. ******* and explained the situation and what the store would do to rectify it. The store picked up Mr. ********* vehicle and delivered him a rental vehicle at no charge. Upon diagnosing the vehicle, the ramp motor was shown to be faulty. The store replaced the motor, verified the repair, and performed a free routine maintenance. The **************** Manager has stayed in contact with Mr. ******* and has notified him that the repairs were completed. 
  
  The store will be returning the vehicle to Mr. ******* tomorrow,August 1st. They will also be reaching out to both follow up, and to ensure that Mr. ******* is satisfied with the repairs.

  Lou ********
  Regional Vice President

  Customer Answer

  Date: 07/31/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:04/30/2025

  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 bought the 2024 Toyota Sienna Van from mobility Works with A BraunAbility conversion ($60,000) to modify it as a handicapped van and was awarded a grant form Voc Rehab in CT so I could continue to teach school on 03/ 26/2024. Deceptive advertising - ads that misrepresent the nature, characteristics, qualities or geographic origin of goods, services or commercial activities. Both Mobility Worls and BraunAbility failed to give me the Hybrid new Van I purchased with a properly working installation. They found the fan on backwards after 21, 000 miles of me complaining. I am really stressed. I need help. ************.
  
  They are taking advantage of the Handicapped doing this. I have had the car back to Mobility Works, Toyota and been in consult with the conversion company BraunAbility dozen trips back to both Mobility works and their suggestion to Toyota for the same issue. The Battery Traction System overheats; they tell me to keep driving on it and say it's fixed and then io drive off only to experience it again. On two occasions, there was an intermittent failure as I was driving with the warning on and both steering and brakes didn't work but came right back. They have the care in East Harford with 23,211 on 04/21/2024. I have taken out a loan for almost the whole amount and have missed work dozens of times commuting the vehicle to East Hartford, only to repeat the issue. The battery cells are probably damaged at this point. I really hope you can help. The State of CT generously granted me the funds to convert the van. I understand others have had the issue with Braun as well. I feel I purchased a new Hybrid Van and need it to live and work. The gas mileage is not what they promised and was barely 24 mpg. Well, I have over 20,000 miles without the benefit of Hybrid and the cost of the gas-powered runs are more expensive than the Hybrid. They also used predatory sales practices - aggressive sales practices involve misleading claims

  Business Response

  Date: 05/13/2025

  We have been in constant communication with Ms. **** regarding her
  vehicle, and we have worked with the manufacturer in an attempt to replicate
  and diagnose her concerns. We are currently working with the state agency and
  client to repurchase the vehicle, and we will provide an update once the agency
  communicates their decision with us. 

   

  Thanks 

  Customer Answer

  Date: 05/13/2025

   I am rejecting this response because:

  Although Mobility Works has actively communicated and provided me with a regular van and, as of today, an accessible van and are working on a repurchase of my conversion van, I still do not know how or when I will be receiving a new vehicle to replace it permanently.  I understand that this is an unusual situation and appreciate Mobility Works efforts.

   

  
  

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising 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.

  On March 20, 2025, MobilityWorks confirmed that they would issue a refund check via mail on our deposit of $1588 after we cancelled a contract for the installation of hand controls. We waited about 3 weeks, but no refund arrived. Attempts to learn more about the situation have been led nowhere, other than a confirmation that the check had been sent on March 29, and oftentimes there have been no response to our inquiries. Contact with the company has been sporadic and unfulfilling. We would like to seek a resolution, or at the very least an update to where exactly the check is and whether the check has even been sent in the mail.

  Business Response

  Date: 04/23/2025

  Thank you for your continued patience as we worked to finalize the refund for the canceled equipment job.
  It appears the original check was lost in the mail. Per company policy, there is a required 14-day waiting period before a replacement can be issued. That timeframe passed, and a replacement check was processed accordingly.
  We’re pleased to share that the check arrived on April 22nd at the local store and the client was notified. They are scheduled to pick it up today.
  We appreciate your understanding throughout this process and remain committed to ensuring a smooth resolution.

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  December 2024. A man named ***** ********* walked up the hill and came to my home saying I had made an appointment with him. I had not. It was cold so we went into my daughters house with my grandson *****. Sit at the kitchen table. He said I asked about stair lifts. But they are too expensive so he pulled out a book of scooters that would get me up the hill with no problems. Waited months to get it because of the snow and he was sick. A man named *** brought the scooter and had me sign paper work, but no copies and said the company would sent them to me via e-mail. I have no paper work to this day. Tried to get the scooter to take me up the hill, it will NOT. Called the company they sent ***** here a few times to check the scooter. Then he says he didn't realize I wanted it to take me up the hill. He said he would get back to me and see if we could create a path to get me up the hill. It has been weeks since we talked and texted. No word from him. I am 74 years old and have to take many steps up to my daughters house, go through her front door and out her patio door through to steps down to the yard and across the yard and up my steps to get into my house. This is horrible. Please help me. Thank you . ***** *******

  Business Response

  Date: 02/28/2025

  Dear Better
  Business Bureau,
  
  I am writing in
  response to the complaint filed by Ms. ***** ******* against MobilityWorks of
  ************ **.
  Our General
  Manager promptly contacted Ms. ******* and personally visited her home to
  understand her specific needs and how she intended to use her scooter. During
  this visit, it was determined that Ms. ******* wished to use the scooter
  outdoors to climb a grassy hill. Unfortunately, the model she purchased is not
  designed for such terrain.
  Understanding
  that the product would not meet her requirements, we agreed to allow Ms.
  ******* to return the scooter for a full refund. We believe this resolution is
  in the best interest of Ms. ******* and demonstrates our commitment to customer
  satisfaction.
  Please let us
  know if there are any further steps, we need to take to resolve this matter.
  Thank you for
  your attention to this issue.

  
  ******* *********
  Regional Vice President
  

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I wish to graciously acknowledge the BBB and Mobility Works on my behalf for this outcome. I THANK both the BBB and Mobility Works and look forward to receiving my refund. ***** ******* ** ** *** *** *********** ******* ***** telephone ************. 

• Initial Complaint

  Date:01/07/2025

  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.

  Starting approx. mid Oct. Took Handi-cap Van into business to repair problem with handicap ramp.
  I was told three wires were broken and had a weak motor.
  Asked to bring van back in on following Wednesday for repair. I took the Van in. Told wrong motor was ordered. A week later, took Van back in, told motor would be in. I gave Mobility Works an amount of money for repairs. I was given a loaner vehicle for one week. Each time I called, I was told that the van was ready except for putting it back together. Approx. seven weeks later. i told Mobility Works to bring the van to my residence. I had to contact an attorney to get Mobility Works to bring the van to my residence. When they brought the van, told that no repairs were made. I was told to find someone to fix and they would pay for the repairs. ***** will not release the wire diagram for the van. Since they made the problem worse, I need to van fixed. Wife is in a wheelchair and can not leave the house because she has no transportation.

  Business Response

  Date: 01/16/2025

  Dear *** ********
  
  

  
  Thank you for sharing your
  experience with us. We apologize for the delays and miscommunication regarding
  the repair of your handicap van. We regret any inconvenience caused and
  understand the frustration this situation has brought. We have recently moved your van to
  our Nashville location for further diagnosis and provided you with a courtesy
  rental vehicle. We are committed to resolving this issue and improving our
  service.
  We appreciate your patience and
  understanding as we work to make things right.

  
  Sincerely,

  ******* *********
  Regional Vice President
  

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Our handicap van ramp ceased to work. I looked on the web for a service provider for this handicap equipment. The nearest repair was in ********** **. I contacted Mobility Works via cellphone to set an appointment. The soonest date to bring the van to Mobility Works was the 10th of December at 10 AM. During this call, I explained the problem that I was able to observe through the manual ramp crank access. I shared with them that I could see a pulley that was freewheeling and that it appeared to have a set screw missing.
  I arrived on December 10th a few minutes early and proceeded into the showroom where the man at the counter greeted and I said I had an appointment for 10 AM to give me an estimate on a handicap ramp that would not deploy and reminded them of what I had observed about the pulley. They took the van into the service shop and came back after less than an hour with an estimate over $1400. I said I need it fixed for my wife to access the van. So, he said that they didn't have the parts, and I would have to pay for them in advance before they would order them from ****. I proceeded to pay Mobility Works for the parts.
  Upon returning to ****** **. I noticed that the floor that allows access to the ramp was not removed because of the dirt (And later on by the rusty bolt that was difficult to remove) So, with the help of the wife's cousin, I removed the trim and floor to access the ramp and mechanism. I noticed that the pulley shear pin and set screw were missing. I found the shear pin in the enclosure below the pulley and proceeded to put the shear pin and set screw back in and the ramp worked as designed. I placed the floor and trim back.
  Thus, if Mobility works would have done what is expected they could have charged me for one or two hours ($175 per hour) of labor and $10 in parts and had a happy customer. Not So!!!!
  I want no charges from Mobility Works and my deposit for parts refunded.

  Business Response

  Date: 01/07/2025

  We have reviewed Mr. *****’s complaint and found that we
  could have handled the situation a little better.
  The repair estimate that was provided to Mr. ***** was
  provided by a technician inspection that did not require him to remove the
  floor to gain access to the part that was causing the issue. He was able to see
  that the pin that connects the parts together that were causing the ramp to
  malfunction was missing. That pin only comes with the assembly that was quoted
  to repair the issue, so the price quote he received was for that part.
  Mr. ***** is correct that if the Technician would have
  requested additional diagnostic time he could have removed the floor and
  possibly located the pin that had come out, while there is no guarantee that
  the pin would have been found and that it would stay in place, it would have
  been worth the time to search for it with the customers approval for the extra
  time.

  
  After discussing this with the Technician we have decided to
  agree with the client and have already processed a refund for not only the
  parts deposit but for the diagnostic time he was charged.

  
  We do feel like there is an issue with the assembly that is
  allowing the pin to fall out and that Mr. ***** could have issues again in the
  near future which would require replacement of the Trolley Pin Assembly and
  hopefully with our resolving this issue the proper way, he will consider the
  future repair at that time.
  
  Thank you,
  ******* **********

  Service Manager-********* 

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.