Complaints

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

close

Find a Location

Mobility Works has 93 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mobility Works

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

• 

  Advanced Mobility Systems of Texas, Inc.

  2110 N Beach St Haltom City, TX 76111-6812

• 

  Mobility Works

  712 Highway 5 N Benton, AR 72019-8558

• 

  Mobility Works

  120 N Diamond St Fresno, CA 93701-2404

• 

  MobilityWorks

  1822 Embarcadero Oakland, CA 94606

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:03/03/2026

  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.

  My husband and I purchased a 2025 Toyota Sienna Hybrid VIN REMOVEDwhich was adapted with a ramp so that my husband could get into the van.
  We were told that they would file a form with the County Clerk in Madison, TN to obtain our permanent license plates and provided us with 2 temporary license plates. The current temporary license plate (REMOVED) that we have expired on 02-21-2026. They indicated that they would obtain a permanent license plate and that the cost of the license plate was included in the purchase price.
  I have called MobilityWorks many times, spoken the a receptionist several times & in the last 2 weeks have called 4 times and left messages (3 times last week) and once this week. But have not received any response.

  Business Response

  Date: 03/13/2026

  Dear Ms. REMOVED,
  
  Thank you for bringing this matter to our attention, and
  please accept our sincere apologies for the frustration and inconvenience you
  experienced while waiting for your permanent license plates.  There was an unexpected delay in the processing of the
  disabled plates through the DMV, which unfortunately extended the timeline
  beyond what you were originally advised. We understand how important timely
  communication is, and we regret that your follow-up
  calls were not returned promptly.  I am pleased to confirm that the permanent disabled plates
  have now been fully processed, picked up, and delivered to you. At this time,
  no further action is required on your part.
  
  We truly appreciate your patience throughout this process
  and value the trust you place in MobilityWorks. If you have any additional
  questions or need further assistance, we are here to help.
  
  Sincerely,
  
  REMOVED REMOVED
  Regional Vice President
   
  

• Initial Complaint

  Date:01/29/2026

  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.

  Buyer beware of MobilityWorks. They are not in the business of helping people when needed and take advantage of the disabled.Bought my husband the necessary van needed for mobility November 21, 2025. My husband passed away December 6, 2025, never having driven in the vehicle. I contacted Mobility Works within 3 days to sell back the vehicle (December 9, 2025). Their response was to offer half the purchase price and/or not respond to me at all. Myself and/or my best friend, REMOVED(retired police officer) have called and/or emailed at least a dozen times with minimal response. The most we have received from Mobility Works is a potential offer of $42,000, which is more than $30,000 less than purchase price of $75,000. Further, this company failed to provide me with my signed contracts. Of note, the vehicle has been driven less than 150 miles since purchase.

  Business Response

  Date: 02/09/2026

  Ms. REMOVEDpurchased a used 2023 Chrysler Pacifica with a REMOVEDfold out conversion in November of 2025. She contacted the store the following month to explain that she no longer needed the van. The REMOVEDof the location explained that due to end of year inventory levels, the company had paused vehicle purchasing. The REMOVEDexplained that he would contact the family when purchasing reopened. In January, a family friend of Ms. REMOVEDreached back out to the store and the REMOVEDassisted. The REMOVEDmade a purchase offer and REMOVEDwas upset with the offer. After collaborating, the store is prepared to make her another purchase offer and will ensure that all necessary paperwork is completed and given to her. We are committed to assist her through this difficult process. 
  

  Lou REMOVED
  Regional Vice President

  Customer Answer

  Date: 02/16/2026

  We turned over the van today in good faith but are still waiting on DocuSign documents that have yet to be emailed to me. A friend had to drop the van off as the organization refused to be open after work and/or evening hours despite being open late when I purchased the vehicle. 

  Customer Answer

  Date: 02/16/2026

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

• Initial Complaint

  Date:01/23/2026

  Type:Product 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.

  In December 2025, I applied through Mobility Works for a hybrid vehicle for my business. My application clearly stated hybrid, and this requirement was never questioned. In late December, Mobility Works delivered a non-hybrid vehicle. I immediately told their representative, REMOVED, that the vehicle was incorrect. He acknowledged I had requested a hybrid and said I could refinance into a hybrid after six months, despite never disclosing the substitution beforehand.After delivery, Mobility Works stopped responding entirely. I attempted multiple times to reach REMOVEDand the dealership, copying REMOVEDon every message, but received no reply. In early January, after consulting with my partners, we determined we could not use a non-hybrid vehicle and purchased the correct hybrid elsewhere.During the week of January 1317, I attempted to return the incorrect vehicle to the REMOVEDinstructed me not to leave it and told me to keep it temporarily while he contacted his head office, but he never followed up.On January 23, I received notice from REMOVEDthat the first payment had been returned. REMOVEDconfirmed he had not been informed of the dispute. Mobility Works has still not responded, allowing the payment date to approach and creating unnecessary complications.Due to their continued silence, I plan to file a BBB complaint, return the vehicle again once weather permits, and continue documenting all actions taken in good faith.

  Business Response

  Date: 01/30/2026

  BBB,

  We appreciate the opportunity to address this matter. On November 17th,2025 the customer first spoke to our sales representative, the customer then our facility and test-drove multiple vehicles, including hybrid options. After evaluating the available choices, the customer selected a non-hybrid gasoline vehicle, which was also the less expensive option. The customer took delivery of a 2020 REMOVEDvehicle on December 22nd, 2025.

  From December 22nd, 2025, through January 15th REMOVED, we did not receive any communication from the customer regarding concerns, complaints,or issues with the vehicle.  On January 16th, the customer arrived at our office and attempted to return the vehicle. At that time, the vehicle had an additional REMOVEDmiles on the odometer. Since that date, we have had multiple conversations with the customer and remain actively engaged in working toward an appropriate resolution.

  REMOVED-Director of Commercial Sales

   

   

  Customer Answer

  Date: 01/30/2026

  
  Thank you for the opportunity to provide clarification. After reviewing Mobility Works response, I would like to correct several factual inaccuracies and provide a clear timeline supported by my documentation.
  1. My initial application explicitly requested a REMOVEDSienna Hybrid
  My online application through Mobility Works website clearly stated that I was seeking a REMOVEDSienna Hybrid wheelchair-accessible van.
  At no point did I request or express interest in a non-hybrid vehicle.
  2. I did not visit the facility to test-drive multiple vehicles
  Mobility Works statement that I visited their facility and test-drove multiple vehicles is incorrect.
  I only visited the facility once, with my partner, solely to inspect the wheelchair ramp, door mechanism, and accessibility features of the specific vehicle they presented.
  I did not test-drive any vehicle.
  3. All vehicle options presented to me were REMOVEDSienna Hybrids
  If I had been open to any wheelchair-accessible van, I would have expected to see multiple brands and models.
  Instead, Mobility Works sent me only REMOVEDSienna Hybrid options via email.
  This reinforces that they understood my request and were working from my original hybrid requirement.
  4. The non-hybrid vehicle was never disclosed to me
  Sales representative REMOVEDand I reviewed several hybrid options by email.
  When he sent the final option, I selected it based on price, believing it was still a hybrid because:
  My original request was hybrid
  All prior options were hybrid
  He never informed me that this one was not
  I did not change my request, nor was I told that the vehicle being delivered was a non-hybrid.
  5. I discovered the vehicle was non-hybrid only at delivery
  At delivery, I asked REMOVEDwhether the vehicle was hybrid.
  He told me no, and I expressed surprise because I believed I was receiving a hybrid.
  He then told me I could refinance in six months and get a hybrid, which further confirms that the non-hybrid status was not disclosed beforehand.
  6. The holiday period delayed our internal review
  The delivery occurred during the holiday season. My partners and I were unable to fully review the vehicle details until early January.
  Once we realized the non-hybrid vehicle would not meet our operational needsand given our loss of trustwe purchased a hybrid elsewhere.
  7. I attempted to return the vehicle immediately
  On January 16, I returned to Mobility Works to return the vehicle.
  REMOVEDinstructed me not to leave it and told me to keep it until he spoke with his head office.
  He never followed up.
  8. Mobility Works did not contact me again until last week
  Despite multiple emails and calls from me, Mobility Works did not respond until Mr. REMOVEDreached out last week.
  During this period, REMOVEDand North Mill continued to demand payment, even though I notified them that the account was in dispute.
  9. Mileage explanation
  While the vehicle remained in my possessionbecause I was instructed not to leave itI used it for basic transportation to work when I had no other means.
  Once I secured a replacement hybrid vehicle, the Mobility Works vehicle was parked in my garage.
  
  Conclusion
  The core issue remains unchanged:
  I requested a hybrid
  Mobility Works presented only hybrid options
  A non-hybrid was delivered without disclosure
  I attempted to return it immediately
  I was told to keep it
  Mobility Works went silent for weeks
  I acted in good faith throughout
  I am seeking only to unwind a transaction based on non-conforming collateral, and I have made every effort to resolve this matter professionally.
  Thank you for your attention.
  REMOVEDOgbunando
  REMOVED

  Customer Answer

  Date: 01/30/2026

  For clarity and independent verification, REMOVEDis an eco-friendly transportation company that operates exclusively with electric, hybrid, and plug-in hybrid vehicles. This has always been central to our business model and is the reason a hybrid vehicle was required from the start.
  Our company information, mission, and operational model can be verified through the following public sources:
  Official Website: REMOVED
  REMOVEDPlay Store GOTRON App
  Apple App Store GOTRON App
  These platforms clearly outline our commitment to sustainable transportation and demonstrate why receiving a non-hybrid vehicle was incompatible with our operational requirements.

  Customer Answer

  Date: 02/10/2026

  This update is to confirm that the matter between REMOVED, MobilityWorks, and the financing lender has now been fully resolved.
  MobilityWorks and the lender reached an agreement to unwind the financing contract associated with the vehicle originally delivered. As part of the resolution, I returned the vehicle to MobilityWorks along with all mobility equipment and keys provided at the time of sale. I also completed payment of $4,206.52, which MobilityWorks required to finalize the unwind.
  With the return of the vehicle and completion of payment, MobilityWorks has confirmed that:
  The auto loan is fully unwound
  There is no remaining obligation
  There is no deficiency balance
  There will be no negative credit reporting
  The matter is closed on all sides
  Although this resolution required me to absorb the loss of my original down payment and the additional unwind fees, I chose to accept these terms in order to bring the matter to a close and move forward.
  I respectfully request that this BBB case be marked as resolved and closed.
  Thank you for your assistance throughout this process.

• Initial Complaint

  Date:01/21/2026

  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.

  There are issues that have been addressed by the tech repeatedly without long tern resolution. The company representative does not respond to calls for help in a timely manner. There are technical and design flaws that have been present from the beginning but have not been corrected as yet.

  Business Response

  Date: 01/23/2026

  Good Morning,

   

  REMOVEDreached out to the corporate office on January 20th to share her concerns. We are working with our team and will provide an update within the timeframe set by the BBB. 

  Thanks 

  REMOVED

  Business Response

  Date: 02/02/2026

  Dear REMOVED
  
  Thank you for taking the time
  to share your experience. We sincerely regret the frustration and disruption
  you and your family have endured, particularly given the critical role this
  vertical platform lift plays in your husband’s daily mobility and safety. That
  is not the experience we strive to deliver, and we appreciate the opportunity
  to formally address and resolve your concerns.
  
  After a thorough internal
  review and coordination with the manufacturer, MobilityWorks has determined the
  appropriate next step is to replace the motherboard on the installed Harmar
  vertical platform lift. This replacement will be completed at no cost to you.
  
  In addition, to address your
  concerns regarding reliability and long-term peace of mind, MobilityWorks will
  extend the warranty on the lift by an additional one (1) year following the
  motherboard replacement. This extended warranty will cover the system to ensure
  it is operating properly and to provide reassurance that you will not be
  responsible for repairs related to these ongoing issues during that period.
  
  Our General Manager, REMOVED,
  has been in direct contact with you and will continue to communicate personally
  to coordinate the replacement and confirm all details of the extended warranty
  in writing. He will remain your primary point of contact to ensure this matter
  is fully resolved and that support is provided promptly moving forward.
  
  We understand how
  disappointing this experience has been, and we are committed to restoring your
  confidence in both the equipment and our service. Our goal is to ensure you
  have a safe, reliable lift and responsive support when needed.
  
  Based on the actions outlined
  above, MobilityWorks believes this resolution fully addresses the concerns
  raised and looks forward to closing this matter with the Better Business Bureau
  once implementation is complete.
  
  Thank you again for bringing
  this matter to our attention. We value your feedback and the opportunity to
  make this right.
  

  REMOVED REMOVED
  Home Access Regional Sales Manager
   

• Initial Complaint

  Date:12/31/2025

  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.

  Business Name
  
  MobilityWorks, LLC REMOVED
  Amount in Dispute
  
  $685
  
  Complaint Summary
  
  I am filing a complaint regarding diagnostic charges billed by MobilityWorks Houston for adaptive mobility equipment that remains non-functional despite diagnostics and no completed repair.
  
  Detailed Description of the Issue
  
  I brought my 2017 Toyota Sienna, equipped with a BraunAbility (formerly Bruno) REMOVED adaptive transfer seat, to MobilityWorks Houston. This adaptive seating system is essential for my son, who has a physical disability and Intellectual and Developmental Disability (IDD).
  
  Over approximately two weeks, MobilityWorks performed diagnostics, during which the explanation for the failure changed multiple times:
  
  Harness issue (replaced)
  
  Software/code issues
  
  Override restoring partial movement (in/out but not up/down)
  
  Final conclusion of a defective motor
  
  Despite these diagnostics, the seat remains non-functional. I was advised to authorize a $4,000 motor replacement with only a 95% likelihood of resolving the issue with 5% chance of requiring further work up , with other option being full seat replacement (~$10,000) .
  
  MobilityWorks charged me $685 for diagnostics, yet no functional repair was achieved and the diagnosis was not definitive. I requested a refund or credit of the diagnostic charge, which was formally refused in writing.
  
  I am not disputing that work was performed. My concern is that it is unfair to retain full diagnostic charges when essential adaptive equipment remains unusable and further costly repairs are not guaranteed.
  
  Desired Resolution
  
  Refund or credit of the $685 diagnostic charge.

  Business Response

  Date: 01/06/2026

  MobilityWorks Houston was engaged
  to perform diagnostic services on a BraunAbility REMOVED adaptive transfer
  seat installed in a 2017 Toyota Sienna. The purpose of the visit was to
  diagnose the cause of the seat’s malfunction and determine viable repair
  options. That diagnostic work was completed over multiple service sessions and
  involved trained mobility technicians, manufacturer-specific procedures,
  electronic diagnostics, software evaluation, and physical inspection of system
  components.
  As part of the diagnostic process,
  several potential failure points were identified and evaluated, including
  wiring integrity, software and programming functionality, system overrides, and
  mechanical operation. Certain steps, such as restoring programming and
  replacing identified components, were necessary to isolate the root cause. This
  process ultimately led to the determination that the seat motor is defective.
  At no point was the diagnostic work abandoned or left incomplete.
  Following completion of the
  diagnosis, our client was provided with a detailed explanation of the
  findings and presented with repair options, including replacement of the motor
  assembly or full seat replacement. As with any complex adaptive mobility system,
  repair estimates include an explanation of likelihood of success, as
  manufacturers cannot guarantee outcomes until defective components are replaced
  and tested.
  Diagnostic labor is a professional
  service billed based on time, expertise, and equipment used to identify the
  cause of a failure. These charges are independent of whether a customer elects
  to proceed with the recommended repair. While we understand and empathize with
  the frustration associated with costly repairs to essential adaptive equipment,
  the diagnostic fee reflects work that was performed in full and provided the client with critical information needed to make an informed decision about
  next steps.
  For these reasons, the request for
  a refund or credit of the diagnostic charge was respectfully declined.
  MobilityWorks remains willing to assist our client should they choose to
  proceed with repairs or need further clarification regarding the findings.
  We value our clients and take
  accessibility needs seriously, and we appreciate the opportunity to clarify our
  position.

  Customer Answer

  Date: 01/06/2026

   I am rejecting this response because:
  
  
  I acknowledge MobilityWorks’ explanation of the diagnostic process and do not dispute that time, expertise, and equipment were used. My concern is not whether diagnostic work occurred, but whether it is fair to retain the full diagnostic charge when the adaptive seating system remains non-functional and no definitive or guaranteed repair was achieved.
  While MobilityWorks states that the diagnostic work identified a defective motor, the proposed repair was presented with a stated 95% likelihood of success, not a definitive resolution, and with acknowledgment that additional costly replacement may still be required, including changing the seat altogether. As a result, the diagnostic process did not lead to a resolved outcome, but instead to further financial risk for the customer.
  This matter involves essential adaptive mobility equipment for a person with disabilities. From a consumer fairness perspective, charging the full diagnostic fee while returning the vehicle in a non-functional state and offering only probabilistic repair options places the entire burden of uncertainty on the customer.
  I am not requesting free services. I am requesting reconsideration of the $685 diagnostic charge based on the absence of a functional outcome or conclusive resolution. A refund or credit would represent a reasonable and good-faith resolution
  

• Initial Complaint

  Date:12/17/2025

  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.

  To Whom It May Concern,
  
  
  
  I am filing this complaint to address an ongoing issue with a 2022 Toyota Sienna that I purchased with a VMI mobility conversion. The vehicle was sold to me as a fully integrated, mobility-ready unit, with the conversion included as part of the original purchase and documented in the sales agreement.
  
  
  
  The current dispute arises from a failure in the vehicle’s cooling and exhaust system, which has been directly linked to the modified components installed during the VMI conversion. Despite this, both Toyota and VMI have repeatedly declined to take responsibility, citing warranty exclusions and the expiration of certain coverage. They have focused on the fact that the catalytic converter is not covered, while ignoring the root cause: the modification performed as part of the mobility conversion has led to this failure.
  
  
  
  Furthermore, I would like to note that this is not the first time we have encountered such an issue. Previously, we had to pay $2,083.59 out-of-pocket for a bumper repair that was also related to the vehicle’s conversion and was not properly addressed by the company. I am seeking reimbursement for that previous expense as well, as it demonstrates a pattern of the company failing to acknowledge and take responsibility for issues directly related to the mobility conversion.
  
  
  
  I believe this pattern of avoiding responsibility should be taken into account, and I would appreciate your assistance in ensuring that both the current and previous expenses are properly resolved.
  
  
  
  Thank you for your attention to this matter.
  
  
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 12/19/2025

  We would like to add that this matter is especially crucial because I am quadriplegic and rely on this vehicle for my essential mobility and daily needs. It is not just a matter of convenience, but of independence and quality of life. Having the vehicle in full functioning order is vital for my ability to get around and maintain my independence. We appreciate your understanding and support in ensuring that this matter is resolved in a way that allows me to use my vehicle safely and fully.

  Business Response

  Date: 01/09/2026

  Mr. REMOVEDpurchased a 2022
  Toyota Sienna converted for wheelchair accessibility by VMI from
  MobilityWorks’ Santa Clara, CA location in 2022 with approximately 177
  miles. MobilityWorks does not manufacture or convert vehicles; all
  warranties are provided by the respective manufacturers.
  
  On April 4, 2025, at
  approximately 11,385 miles and nearly three years after purchase,
  Mr. REMOVEDreported a bumper concern. Inspection found broken plastic bumper
  mounting tabs. Due to the concealed nature of the tabs, the cause could not be
  determined, though this type of damage is typically impact-related. VMI
  confirmed the bumper is an OEM Toyota part and not part of the
  conversion. Toyota confirmed the 3-year/36,000-mile factory warranty expired
  in February 2025 and declined coverage. Mr. REMOVEDwas advised the repair
  was customer responsibility.
  
  In December 2025, Mr.
  REMOVEDcontacted MobilityWorks regarding a hole in the catalytic converter identified by a Toyota dealership. VMI confirmed the converter was relocated
  during conversion but remains an OEM Toyota component. MobilityWorks
  contacted Mr. REMOVED’s extended warranty provider and confirmed the catalytic
  converter was not a covered component. No applicable warranty coverage
  existed.
  
  The vehicle was never
  brought to MobilityWorks for inspection for the catalytic converter
  concern. Mr. REMOVEDwas invited multiple times to schedule an inspection so
  MobilityWorks could document the issue and submit findings to VMI to determine
  whether any discretionary assistance might be available. To date, no appointment
  has been scheduled.
  MobilityWorks is an
  authorized sales and service provider and performs warranty repairs only when
  approved by the manufacturer. Repairs outside warranty coverage are the
  customer’s responsibility. Any reimbursement request must be directed to Toyota
  and/or VMI.
  
  MobilityWorks remains willing
  to inspect the vehicle and assist within the scope of manufacturer policies.

  REMOVED REMOVED
  Regional Vice President

  
  

  Customer Answer

  Date: 01/10/2026

  BBB Response: Accessible Vehicle Safety Issue and Warranty Responsibility Discrepancies
  
  AAA
  
  
  
  REMOVED <REMOVED>
  8:37?AM (16 minutes ago)
  
  
  
  to me
  
  
  
  
  
  
  
  This response is submitted through the Better Business Bureau as the intermediary and is directed to MobilityWorks.
  
  
  To whom it may concern,
  
  
  Thank you for your response. However, the explanation provided does not resolve the underlying issues and reflects ongoing discrepancies and responsibility avoidance that require clarification.
  
  
  First, it is important to document that attempts were made early on to contact customer support and seek assistance regarding the vehicle’s low ground clearance and bumper dragging before the dates emphasized in your response. Delays in response and lack of effective follow-through prevented timely inspection or intervention, contributing directly to the escalation of damage and cost.
  
  
  Regarding the bumper issue:
  While you characterize the damage as “typically impact-related,” the vehicle’s lowered configuration—created as part of the wheelchair conversion—caused repeated ground contact. This was not a random or isolated impact, but a foreseeable condition resulting from the conversion geometry. The vehicle was dragging during ordinary use, creating a safety hazard and ultimately causing damage. The consumer was nevertheless required to pay out-of-pocket, despite the condition originating while warranties were active and despite the vehicle being an accessibility device relied upon by a quadriplegic individual.
  
  
  Regarding the catalytic converter and cooling system issues:
  Your response acknowledges that the catalytic converter was relocated during the conversion process, yet responsibility is denied on the basis that it remains an OEM Toyota component. This framing omits a critical distinction: liability does not arise solely from who manufactured a part, but also from how it is installed, positioned, or altered during conversion. Relocation and altered clearance change risk, exposure, and failure modes, which have not been substantively addressed.
  
  
  A central discrepancy remains unresolved:
  
  
  MobilityWorks states it cannot assume responsibility and can only act with manufacturer authorization.
  At the same time, MobilityWorks asserts that inspection is required to document issues for possible discretionary consideration.
  Yet inspection is expected to be paid out-of-pocket after responsibility has already been denied.
  
  
  
  
  This creates a procedural catch-22 in which no party accepts responsibility, but no resolution can be pursued without additional cost to the consumer. This approach effectively shifts all burden and risk onto a disabled individual relying on the vehicle for essential mobility.
  
  
  Additionally, the assertion that no appointment was scheduled does not acknowledge the broader context of delayed responses and the fact that responsibility had already been denied prior to any inspection being offered. Expecting the consumer to incur further expense under those circumstances is unreasonable and does not reflect good-faith resolution efforts.
  
  
  Finally, the safety implications of these issues have not been adequately addressed. Repeated ground contact, bumper failure, relocated components, and coolant loss represent significant hazards—particularly for a quadriplegic driver who depends on the vehicle for daily transportation and personal safety.
  
  
  In summary, this matter is not a simple expired-warranty issue. It involves:
  
  
  Conversion-related design and safety concerns
  Delayed response that prevented early mitigation
  Fragmented responsibility among MobilityWorks, VMI, and Toyota
  A pattern of deflection that has left the consumer without an effective remedy
  
  
  
  
  We are requesting that MobilityWorks meaningfully engage in resolving this matter by addressing the conversion-related safety implications and coordinating with the appropriate manufacturers without placing further undue burden on the consumer.
  
  
  This response is submitted for documentation and resolution through the Better Business Bureau.
  
  
  Sincerely,
  REMOVED

• Initial Complaint

  Date:12/01/2025

  Type:Product 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.

  The product was Harmar Pinnacle Stairlifts. The date of the transaction was on 10/18/2024. This was installed on 10/22/2024. We were informed that service was one of their selling points. The lift started making noise prior to 10/27/2025. We contacted Mr. REMOVEDwho was their Certified Home Access Consultant in REMOVED, REMOVEDon 10/27/2025. He said he would have REMOVEDto come out and service this problem. When we heard nothing from 10/27/2025 to 11/11/2025 we contacted and left a message to call back. We never received a return call. We contacted REMOVEDat the companies main number which was REMOVED. We were informed that REMOVEDwas no longer with the company. He stated that they send someone the following week. We never received a call back indicating when REMOVEDwould arrive since then we found out REMOVEDwas no longer with the company. We called the company several more times being assured that they would someone come to fix the problem. We again, called on 11/28/2025 and was told REMOVEDand REMOVEDthe service manager were currently out on calls and would return our call when they return that day. It is now 12/01/2025 and still have not received a call back from either party. If any additional information is needed please contact us.

  Business Response

  Date: 12/12/2025

  Good afternoon,

  We reached out to REMOVED, and we have an appointment scheduled with the client for Tuesday December 16th to diagnose /repair the concern. 

   

  Thank you

   

  Customer Answer

  Date: 12/16/2025

  The repair was made as scheduled today 12/16/25. The repairs were make and we are satified and is willing to remove the complaint. REMOVED

• 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 REMOVED, 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. REMOVEDhas 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. REMOVEDcan be reached at REMOVED

  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. REMOVEDand Ms. REMOVED
  REMOVEDregarding 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. REMOVED.
  November
  14, 2024:
  Ms. REMOVEDpurchased a Zero Turn 8 scooter for $1,800.00.
  The sale was registered under her mother, REMOVED.
  At the time of purchase, Ms. REMOVEDstated 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. REMOVEDreturned 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. REMOVEDreported 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. REMOVEDwas 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. REMOVED’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. REMOVEDhas 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.

  REMOVED-Regional Vice President

  Business Response

  Date: 10/21/2025

  Thank you for the opportunity to respond to the complaint submitted by REMOVEDand REMOVEDregarding 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 REMOVED.
  November 14, 2024:
  REMOVEDpurchased a Zero Turn 8 scooter for $1,800.00. The sale was registered under her mother, REMOVED.
  At the time of purchase, REMOVEDstated 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:
  REMOVEDreturned 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:
  REMOVEDreported 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, REMOVEDwas 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 REMOVEDhome 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 sREMOVEDfell 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,REMOVEDhas 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 REMOVEDto resolve the issues presented and believe we have acted appropriately and professionally throughout this process.

  REMOVED-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, REMOVED, 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 REMOVEDpromised 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 REMOVEDexamined the scooter. While lifting the battery box, a sREMOVEDfell 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, REMOVED, 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 REMOVEDpromised 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:10/10/2025

  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 A HONDA ODYSSEY TOURING 2021 WC VAN ON 4/15/25. THE SALESMAN TOLD ME THAT MY TRADE IN WAS "UPSIDE DOWN". HE SAID HE WORKED IT OUT AND WHEN I SIGNED THE PAPERWORK, IT SAID THAT MY FORD ESCAPE 2023 REMOVED PAYOFF AMOUNT WAS $26,087.32 AND THAT THE ALLOWANCE I WAS GIVEN WAS $29,000.00 I REMEMBER THANKING HIM FOR GIVING ME THE $29,000 FOR THE TRADE IN. I HAD A CHECK IN THE AMOUNT OF $5,000 WHICH IS HOW MUCH CASH HE TOLD ME I NEEDED TO PUT DOWN. HOWEVER, ON 4/15/25, HE TOLD ME THAT I HAD TO GIVE HIM $15,000.00 INSTEAD. HE WAS AT OUR HOME WITH ME AND MY HUSBAND AND MY HUSBAND IS WC BOUND AND HAD DEMENTIA INCLUDING SUNDOWNING. I DIDN'T WANT TO UPSET MY HUSBAND SO I PAID THE $15,000. I WAS SURPRISED AT HOW MUCH I STILL OWED AFTER THE TRADE IN AND THE DEPOSIT AND I EXPRESSED THAT TO HIM. I NEVER HAD A CHANCE TO LOOK MORE CLOSELY AT EVERYTHING. WHEN MY HUSBAND PASSED 4 MONTHS LATER, I WAS OFFERED $49,000 WHEN SUBARU CONTACTED THE SALESMAN SEEKING TO SELL IT TO THEM DEALER TO DEALER. THAT WAS $11,000.00 LESS THAN THE PAYOFF AM0UNT. I WENT TO VISIT REMOVEDTHE SALESMAN IN LARGO. HE SAID THAT ALTHOUGH THE PRICE OF THE VAN WAS ORIGINALLY $58,990 BUT HE HAD TO ADD $11,000 TO THE PURCHASE PRICE BECAUSE OF THE AMOUNT HE WAS ABLE TO GET FOR IT WAS ONLY $18,000! THIS WAS THE FIRST TIME I WAS TOLD THAT HE INCREASED THE PRICE TO COVER HIS LOSS ON MY TRADE-IN. IF HE HAD TOLD ME BEFORE I BOUGHT THE VAN I WOULD HAVE REACHED OUT TO THE FORD DEALER AND OTHER VENUES TO TRY TO GET ENOUGH TO COVER WHAT I OWED. TO ME THIS SHOWS HE WAS NOT BEING HONEST AND DIDN'T "CONFESS" TO WHAT HE DID UNTIL HE HAD TO. THIS IS CAUSING ME EMOTIONAL PAIN AND SUFFERING AND TO THIS DATE IM DRIVING A VAN I DO NOT NEED NOR WANT BUT CAN'T AFFORD TO TRADE IN AND I CANT GO BACK AND UNDO WHAT HE DID. ONLY YOUR COMPANY CAN.

  Customer Answer

  Date: 10/23/2025

  TODAY I MET WITH REMOVED SE REGIONAL SALES MANAGER, MOBILITY WORKS, AND WE REACHED AN AGREEMENT.  IT WILL PROBABLY TAKE ANOTHER WEEK OR SO TO FINALIZE THE AGREEMENT.  I WILL LET YOU KNOW WHEN IT IS FINALIZED.  THANK YOU SO MUCH FOR YOUR ASSISTANCE IN THIS MATTER.  

   

  REMOVED

  Business Response

  Date: 10/24/2025

  Thanks for this update. We had been working with REMOVEDsince we received this complaint. We will provide a final update once all is finalized.

   

  Thanks 

  Customer Answer

  Date: 10/24/2025

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

  Business Response

  Date: 11/13/2025

  We
  appreciate the opportunity to clarify this matter. MobilityWorks did not have
  any agreement with Ms. REMOVEDto pay off her loan directly. Ms. REMOVEDtraded
  her van to REMOVEDSubaru, and our agreement was to purchase the van from
  REMOVEDSubaru after they completed the trade-in process.
  The
  payoff of her prior loan is strictly between Ms. REMOVEDand REMOVEDSubaru,
  as they handled the trade-in transaction. We are currently waiting for REMOVED
  REMOVEDSubaru to receive the title, at which point we will complete the purchase
  from them.
  For
  reference, we have attached correspondence between MobilityWorks and REMOVED
  Subaru, as well as a copy of the payoff check REMOVEDSubaru sent to M&T
  Bank dated on 10/29/2025.

  
  Thank
  you for allowing us to clarify.