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

  810 Moe Dr. Akron, OH 44310

• 

  Mobility Works

  5105 Route 33 Wall Township, NJ 07727-4003

• 

  Mobility Works

  925 S Trooper Rd Norristown, PA 19403-2312

• 

  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:02/07/2024

  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.

  We purchased a new wheelchair accessible vehicle from Mobility Works in *** ******* about 2 1/2 years ago for our adult daughter who has disabilities and uses a wheelchair. Since the day we bought the van, we have had issue after issue with the ramp system from the door not opening or closing, to the ramp not deploying, the ramp deploying into the door and knocking it off the track and even the ramp going back in with my daughter on it. We have been stranded multiple times and without a usable ramp over and over again. We have returned it to Mobility Works repeatedly where they would repair it and return it to us and then a few weeks or months later we are back again with the same issues. As a final attempt to actually get it repaired, they sent it back to ******* to the manufacturer of the wheelchair conversion for them to repair it last August and by December we had the same issue again and were without our van for six weeks. When we got it home last week, the door won't close. They have passed us from one person to the next saying they will make it right and have not come up with a fair solution. In the meantime, the *** ******* location has closed and now we have to drive and hour and 45 minutes to ******** for repairs.

  Business Response

  Date: 02/13/2024

  Dear ***. ****** and BBB community,

  “The ****** family has experienced ongoing issues with their
  wheelchair accessible vehicle and MobilityWorks has worked closely with the
  manufacturer, under warranty, to correct the issue.  **** ****** had opted
  to continue along with ongoing repairs due to her desire to keep the low
  interest rate and payment associated with her purchasing the vehicle several
  years back prior to the federal rate hikes. In all cases of extended repair, a
  rental unit was given to the family for use during the down time. The last
  attempt still proved to be an unsuccessful long-term repair. 
  MobilityWorks is now working with the ****** family to secure a replacement
  vehicle and work with one of our lenders to match the low rate and payment she
  had on her first transaction.  As the servicing dealer, MobilityWorks will
  work with the product manufacturer to recoup the losses incurred so the ******
  family can secure a permanent and reliable mobility solution quickly.  We
  have sourced a unit for them and are awaiting on its arrival and the families
  review.”
  
  
  ***** *****
  Regional Vice President

   

  Customer Answer

  Date: 02/15/2024

  We have rejected the previous proposals (attached) because we will not agree to paying additional out of pocket costs and higher interest.  We are currently waiting to see the van that Mobility Works is proposing as a replacement with no additional cost to us.  We hope this will be an equitable solution. 

  Business Response

  Date: 02/22/2024

  Hello,

  At Mobility Works we strive to give our clients the best service possible and Be There for every client. Our Regional Vice President and regional manager have been in constant communication with the ****** family. They have a potential vehicle arriving soon for the family to review. Please know that we are doing everything possible to find a mutually agreed upon solution.

  Thank you.

  Customer Answer

  Date: 02/28/2024

  We are now in contact and have been working with the Regional Manager.  We are waiting for the arrival of the possible replacement van to look at. 

• Initial Complaint

  Date:02/07/2024

  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 filed a complaint against Mobility Works within the last two months concerning the length of time and incomplete work and services they provided. As stated before my van was in their shop for over three months to replace the lift, repair the wheelchair lockdown unit, and the automatic side door opener. I was told that the lift would come with a new wireless remote control and there was no need for them to have the old remote. I was contacted by an employee of Mobility Works identifying himself as the regional manager he informed me that he would be able to correct the problems that I mentioned but he would not be able to refund any money. After two weeks of talking to the regional manager I was sent an email here is a copy of his resolution to the matter.Good morning ******************** I am emailing you an estimate for your remote system.We recommend replacing the entire remote system from our experience this works best. $1354.30 plus tax. The system only comes with 1 remote.If you chose to just add another remote it would have to be programed at our facility with your vehicle. $ ****** plus tax Please keep in mind that we require a deposit to order parts.The problem with the door and the wheelchair lockdown is still not yet addressed which is a safety hazard because the wheelchair roles all over the place and could cause an accident. I find their company to be unprofessional in this solution unacceptable. I am not understanding why they believe I should pay them more money.

  Business Response

  Date: 02/16/2024

  Hello,

  MobilityWorks strives to provides satisfactory solutions to all of our clients.  Mr.Callwoods 2015 van was towed to MobilityWorks in October of 2023 after being involved in a minor accident.  *********** team examined the vehicle and in their professional opinion, the issues ******************** reported with his lift,door, and locking system were unrelated to the accident and part of normal wear and tear.  An estimate was provided to ******************** for a new lift, which was recommended due to the age of the existing lift.  MobilityWorks provided this information to the insurance company, and the insurance company paid for a rental vehicle but they would not pay for any of the other repairs. ******************** did not want to pay out of pocket for the repairs to the locking system or door thus did not provide authorization for these repairs to be completed.  The Regional Sales Manager provided a $2500 discount and there was no discussion that the lift would come with an additional remote system.  The lift was not in stock at the manufacturer, would need to be built, and it had a minimum two month lead time. Upon receipt of the lift, it was installed and the vehicle was returned to ********************.  There have been no charges since that time for repairs to his locking system or door operation. 
  
  In Mr.********* ******** to the BBB on 1/11/24, he stated that there was no wireless remote control to operate the lift.  When contacted by the Regional Sales Manager, ******************** indicated that he had misplaced his remote (i.e. wireless pendant).   If we order a replacement remote device,we would still need the van in the shop to reprogram the new device and to complete diagnostics on the van to ensure that this is the only problem with the lift operation.  The recommendation was made to replace the entire remote system to better ensure operational efficiency.  In a later conversation with the General Manager, ******************** indicated that he did in fact have possession of the remote.  On 2/8/24, both the Regional Sales Manager and **************** Manager contacted ********************.  He again indicated that he was in possession of the remote.  ******************** became upset during this conversation when told that he would need to pay if he wanted the remote system to be fully replaced, stated he would go elsewhere, and disconnected the call. 
  
  MobilityWorks is committed to ensuring repairs are made in a timely and quality manner, but we must expect payment for services rendered, including a deposit for parts ordered.  ******************** had stated that he was not willing to pay for the repairs to his door or locking system, nor was his insurance as the issues are not related to the accident. 
  
  Sincerely,

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

  Customer Answer

  Date: 02/22/2024

  [BBB transcription via duplicate complaint entered by consumer]

   

  Mobility Works in ****** ******** has been a great disappointment and a company I could never recommend to anyone. I wrote two letters before this one and was contacted by someone who identified himself as the regional manager. I will briefly describe my experience and my reason for coming to this conclusion. They kept my band for three months to install a new lift which I was told comes with a new remote control but I never got a remote control the lift does not open up all the way, I have to roll around to the other side and manually lift the hook to release the flap to get on the lift, repair my chair lockdown to avoid the chair from moving all over the van and fix the automatic door opener. His solution was for me to pay an additional $1100 for a new remote or $500 to program the one I had. There was no mention of the other two items they neglected. I paid a hundred $90 to repair the lift two weeks later it stopped working and I had to pay over $8000 to purchase a new lift that took them over three months to install. The regional manager called me to express his frustration with me writing the Better Business Bureau about their deficiencies. I let him know that I was not concerned with his frustrations and asked what were they going to do about the problem. The regional manager said his manager was on the phone listening as well his solution was they had already given me a $2500 discount, but he refused to deal with the incomplete work and the problems that I still have with the lift that they installed. His suggestion was to seek another company, I would prefer and believe I deserve to be reimbursed the $8317 I spent with this company that was not able to do the work that I paid for Problem unresolved Sincerely *****************************

• Initial Complaint

  Date:01/29/2024

  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.

  Constant and continuous issues with the Chevrolet traverse conversion. Numerous recalls. Something in the electrical system from the conversion is causing a constant drain on the electrical system. If the vehicle sits for a week and it's not started and driven the battery dies completely to where you can't even open the doors. I have contacted the local branch numerous times and they just tell me it's not driven enough, even though it is started and run for 20 minutes at the minimum every few days. Service technician told me this is not enough to charge it it needs to be driven to charge the battery, if the alternator was upgraded to support the amount of draw the conversion on the electrical system sitting at idle for 20 minutes should charge the battery. I have had vehicles before gone on vacation for a month and it started no problem. The conversion drains the battery it should be addressed. The answer shouldn't be you need to drive the vehicle 100 miles a week to charge the battery. I am a paralyzed veteran with no hand function so I cant drive the vehicle myself and also have no need to drive 100 miles every week. These vehicles should be equipped with a trickle charger, the alternator and battery should also be replaced with something to accommodate the conversion. I have spoken to other individuals with a traverse the conversion has been performed on and they have the same issues. Spoken to a mechanic that does not work for Mobilityworks and he said because of the extra strain the conversion put on the vehicle they shouldn't keep the stock battery and alternator like they do, both of those should be upgraded if not a second battery added also. This is just one of many issues I have had with this vehicle. In the beginning they wouldn't even admit that the conversion drains the battery, then today the service technician told me there is a lot of parasitic drain due to the conversion. Some form of battery protection needs to be Standard.

  Business Response

  Date: 01/31/2024

  Dear ************** and BBB,

  At MobilityWorks we strive to provide wheelchair users with the mobility, independence and personal freedom they desire.  As we listen to our clients concerns, we strive to provide value and operate with integrity.  When ************** first brought his vehicle into the Londonderry branch for battery issues, our service team identified that the van is averaging less than 70 miles per month, which can create battery charge issues.  In December our service team charged the battery and performed a comprehensive battery and draw test, at which time the battery passed. Our team also ordered all of the ***** Traverse door updates and completed those on 1/11/2024.  Service Manager **** spoke to ************** on 1/29/24 and has provided a suggested solution to the battery issues.  We will install an under-hood trickle charger that can be plugged in to maintain the battery for extended periods of time and ************** has agreed.  We have received the parts, will be calling ************** to schedule the service and will charge the battery and retest the system during that time as well.  We remain committed to serving the community, to Be There for all wheelchair users.
  
  Sincerely,
  ***********************
  Regional Vice President

  Customer Answer

  Date: 01/31/2024

   I am rejecting this response because: I am paying for the additional equipment out of pocket. In addition, just because the mileage was low, I still started and ran the vehicle at idle for 20 minutes at a time which should be enough to charge and maintain the battery. The reason it doesn't is the stock alternator isn't strong enough to overcome the parasitic draw from the conversion. The vehicle should be upgraded at time of conversion or equipped with a trickle charger. Especially for someone with my lack of mobility as I cannot drive and don't have someone to just drive the vehicle around every few days for an extended period of time like I was told would be needed to charge the battery i.e. highway driving not just to the store.
  
  
  

  Business Response

  Date: 02/01/2024

  Service Manager **** spoke with ************** on 1/31/24 and clarified that MobilityWorks is not charging for the installation of the part or labor.  We appreciate Mr. ****** patience and understanding, and we are excited to get him back on the road. 
  

  Sincerely,
  ***********************
  Regional Vice Presidents why here...

  Customer Answer

  Date: 02/08/2024

  Trickle Charger installed; dealership decided to install for free out of good faith to stop vehicle from constantly having a dead battery. However, sliding door clicks and makes cycling noise like it is trying to close or lock at random intervals, even on charger causing me to wonder if this was the underlying cause. Still need to contact local dealer, but they were aware of this issue as the driver that picked the vehicle up heard it.

• Initial Complaint

  Date:01/29/2024

  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.

  Bought 2020 ****** Sienna XLE van with side ramp for $64,347.50 on 8/23/2023. Later bought bought tie-downs for $434.24. 1) On Labor day weekend, went to ********* ramp failed to deploy. 2) Went home, ramp deployed and failed to return. Had to manually crank it back in. Sent it back for service. 3) Went to *******, ramp deployed but wouldn't retract. Had to crank it back again. Serviced again. 4) Coming home from ********'s Navy graduation, stopped in ******, ******* for potty break. Ramp wouldn't deploy and couldn't even get the door open to manually crank it out. Was trapped in the van for approx 200 miles until we got home. Serviced again, kept 2-3 weeks. 5) Went to Doctor's ******* ramp deployed. but wouldn't retract. Called MW, asked to return it for a refund. ****** quoted a price of $58,000 and said he could do better if it were a trade-in! I told him I don't want another van. I have been traumatized enough with this one and wouldn't trust another one either. Told him I would accept $63000 because we had put **** miles on it but it has never worked properly since i got it and I wanted a refund. Said he would have to check his inventory to see if he could take it and he would call me. Never heard from him again.

  Business Response

  Date: 01/31/2024

  Dear **************** and BBB community,

  Our ******** facility located what we felt was a great solution for this family.  It fit exactly with what they needed given their unique situation.  The ****** family reached out to us on 2 occasions with legitimate service repair concerns.  We addressed all the issues with no charges to the client as well as made adjustment to the ramp to make it more rigid for them.  There were a few user error issues that came up and our team has connected with the family to make sure they understand how to operate the equipment properly.  At this point the family is nervous to drive the vehicle although all concerns have been addressed and the van is both safe and operational.  We in no way wish for a family to be dissatisfied with their purchase so we have committed to buying the unit back from them at the selling price they paid which is $58500 with zero depreciation applied after 6 months of ownership.  Unfortunately, taxes have been paid to the state, fees have been paid out to the *** and *****, as well as additional equipment for their specific wheelchair had been installed in the vehicle.  These items will not be able to be refunded.  Our General Manager will be reaching out to ***************** once again to try and explain this exception we are making.  MobilityWorks will always stand behind our products both through our service departments and through our genuine drive to improve peoples lives.
  

  Sincerely,
  *********************
  Regional Vice President

  Customer Answer

  Date: 02/15/2024

  I reject this response because the ramp on this van never worked properly from the first. It malfunctioned sporadically and we returned it for service 4 times, not twice. They are offering to allow me to return it and paying me approximately $6000 less than I paid for it. I understand that some of the cost was for taxes but when I return an item to ******, they never deduct the taxes but just refund my money so there most be a way for Mobility Works to get reimbursed for the taxes as well. I should have returned the van immediately the first time it malfunctioned but trusted that the company would be able to repair it. I was more than patient with them but after 4 separate times of malfunction, I concluded that this van was not reliable and asked for a refund. I, the customer, should NOT have to shoulder the cost of the malfunctioning of this ramp. They sold me a van which did not function properly and they should make it right. 

  PS- the reason I didn't respond earlier is that I didn't know that Mobility Works had responded. 

  Business Response

  Date: 02/23/2024

  Hello,

  “MobiltyWorks believes in client satisfaction above all, and
  in this case, we feel we have made an offer that is more than generous. 
  It is unrealistic to expect a depreciating, use-based item to have a similar
  return policy as a product bought from an online retailer.  The ******
  family used the vehicle and MobilityWorks acted quickly to rectify any concern
  they had with the vehicle as we are obligated to do as the selling
  dealer.  The vehicle is in working order and we intend to be able to retail
  it to another family in need should Mrs. ****** decide to take our offer. 
  We understand that the ****** family has found another solution in the form of
  a lift installed in a non-modified vehicle and in turn do not have use for the
  WAV they purchased from MobilityWorks.  We stand by our offer of allowing
  the family to return the vehicle and receive the full sale price of $58500 as
  courtesy to them.  The family is welcome to reach out to the state to see
  if the return would entitle them to any tax return, but fees and additional
  equipment are not able to be refunded.  This agreement will stand until
  3/15/2024 as we cannot guaranty the $58500 sale price return as more time
  passes due to automotive depreciation.”
  
  ***** *****
  Regional Vice President

  Customer Answer

  Date: 02/26/2024

  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 am not completely satisfied but will accept because the van is continuing to cost me money sitting here and since this is such a specialty van, I really have no other options. Please pick up the van and bring the check as I do not have a driver.

• Initial Complaint

  Date:01/23/2024

  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.

  My husband took my vehicle into Mobility Works to have my **** lift repaired on January 17. The charge was $162.75. The next time my Lyft was used which was on January 19. The problem still existed. It was still not working. We returned to Mobility Works and the service department looked at it and told me it would be an additional $600 plus to fix it. I was not willing to spend an additional $600 ( the lift is more than 7 years old) & the service manager said that the cost of $162.75, was maintenance..

  Business Response

  Date: 01/24/2024

  Dear *********** and BBB,

  MobilityWorks is clear with our clients that there are indeed charges for diagnosis and repairs in cases of older equipment, no longer under manufacturers warranties. In this case *********** came in for a diagnosis and repair of a 7 year old system and opted for a non-guaranteed, temporary repair instead of the more expensive permanent fix.  MobilityWorks has decided though to refund the clients charges and instead consider the service a goodwill gesture.  We hope *********** will consider using MobilityWorks for a replacement lift solution if she feels that is a better long-term decision.
  

  Sincerely,
  *********************
  Regional Vice President

• Initial Complaint

  Date:01/12/2024

  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.

  I am a Disabled Veteran I purchased a handicap van with a push button in van and key fob to open the side door and deploy the ramp. Some time in October I brought it to Mobility Works for repair they said they fixed it, when I got home the door and ramp did not work. I brought it back a second time they said same thing it was fixed i stopped at the grocery store and of course the door would not open. On December 12 the dealer picked up the van to repair the door and ramp. i have called numerous times a least 5 to find out status ONCE they called back to say they got the part that was two weeks ago I called today and as usual the gave me voice mail, I left a message to call me of course they haven’t. My health issue I am a paraplegic and need the van

  Business Response

  Date: 01/19/2024

  Dear Mr. ***** and the BBB,

  At MobilityWorks we strive to provide wheelchair users with
  the mobility, independence and personal freedom they desire.  As we listen
  to our client’s concerns, we strive to provide value and operate with
  integrity.  When Mr. ***** first brought his van in for service, the
  reported complaints could not be replicated.  Mr. ***** had opted to not
  leave the van in the shop and asked that we pick up the van after he leaves the
  *** **** area for the winter, which we have done.  The service team was able
  to identify a broken door bracket and it has been replaced.  We have also
  submitted the claim to the ** and are awaiting approval.  Upon ** approval
  our Service Manager will schedule an appointment with Mr. ***** to return his
  van and ensure the concerns have been resolved.  We remain committed to
  serving the community, to “Be There for all wheelchair users.”
  
  
  ****** *****
  Regional Vice President

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is somewhat accurate.  I therefore accept.

• Initial Complaint

  Date:01/11/2024

  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 went to the company that installed all of my adaptive equipment needed for mobility; Mobility works at ****** ********. I paid $190 to fix my lift and had to return it to mobility works after the lift stopped working properly ***** was supposed to repair my wheelchair lift fix the lock down unit to keep my chair from rolling around in the van and fix the automatic door closure. After around three weeks I was told I needed a new lift that cost approximately $8000 and they would have to order one it would take about one and a half weeks to arrive. I called back a week and a half later to see if the lift had arrived and was told at that point I needed to put down a 50%. I immediately gave the deposit. I called a week and a half later and was told the lift arrived but they could not start working on my vehicle for two weeks. They kept my vehicle for three months before the job was completed when I received my van ***** was no wireless remote control to operate the lift as provided on the previous one. They did not fix the door, or the unit to lock down the chair which presents a safety hazard. I made an appointment to have them resolved the unfinished work. I called to find out if they were going to be able to complete the work on the day of my appointment, I was told that they have to check and see what needs to be done and if they needed to order anything. I have concluded that they never looked at the unfinished work in the three months that they had my van. I can no longer go to this company for service. I request a full refund work because I need to take my van to a different company to complete what they did not finish.

  Business Response

  Date: 01/19/2024

  Dear ******************** and the BBB,

  At MobilityWorks we strive to provide wheelchair users with the mobility, independence and personal freedom they desire.  As we listen to our clients concerns, we strive to provide value and operate with integrity.  ******************** did not arrive for his scheduled appointment 1/11/24, at which time the service team was to be reviewing his concerns. A member of the leadership team has reached out to ******************** since that time.  We are working on replacing the remote control that has been lost by the client and have committed to looking at his lock down and door operator concerns.  We have offered to pick up the van from his residence,as we have done in the past.  At MobilityWorks we remain committed to serving the community, to Be There for all wheelchair users. 

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

• Initial Complaint

  Date:10/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family bought a new handicap accessible conversion vehicle from mobility works. The date of the transaction was 9/21/2023. We paid $98,000+ for a new vehicle. The vehicle came worse than well maintained 10 year old vehicles. I have literally never seen or heard of a vehicle coming with as much damage as this vehicle and it's brand new. The vehicle had 12 miles on it and I have been trying to get the issues resolved since 9/24/2023. I can not upload all the damage and misalignment with the "upload" tab. I will attach a link to my photo folder with all the damage and hope it works. ******************************************* If you can not click the link you can enter it manually through the ****** search bar. I just tried it through a different phone and it worked fine. Please help Thank you

  Business Response

  Date: 10/31/2023

  Hello,

  MobilityWorks will always work with our clients to resolve any issues as we are the servicing dealer.  The manufacturer of this unit,BraunAbility, had been contacted and a case was opened to make the necessary inspections and secure an alternate unit if necessary.  The fact of the matter is that being a heavily modified vehicle, ************ was dissatisfied with the replacement and modification of some OEM parts, simply necessary to make the vehicle accommodate the wheelchair user.  In order to satisfy ************ we scheduled time with him to demo like units to see if his particular van was indeed lacking quality.  ************ found similar fault with like alternatives. The familys advisory administration company suggested we select the unit we did and do not advise them to purchase an alternate conversion.  At ************* request we have located some less expensive units that have undergone less modification.  We are waiting on his review of these in the coming week and hope to resolve his concerns.
  
  *********************
  Regional Vice President
  
  211 *******************
  ****************** ,  ** 08904
  OFFICE:  ************
  mobilityworks.com

• Initial Complaint

  Date:10/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My nephew suffers from Muscular Dystrophy and in 2022 I rented a side entry van from this company and it did not work. So for this year I made sure to rent the rear entry van on 8/2/23 to be pickup on 9/29/23 and rented through 10/04/23. When we arrived at Mobility Works we discovered a Representative named ***** had rented the rear entry van a day or two previous to the 29th on a long term rental. Even though I had a reservation for it for almost 2 month and have a reservation number and confirmation email stating a rear entry van. ***** told us that it did not specify that it had to be a rear entry van on her information. I asked how that could be when my confirmation from ******** specifically states "Rear Entry". So I asked to see the information she was provided and she refused to show me. ***** did try to get us into a side entry van but as I stated above my nephews disability makes his wheel chair too big and he's too tall for the side entry van. And because of his disability the way he is positioned in his chair and because he's very tall only the rear entry van works for him. That is why I reserved it almost 2 months in advance. I wanted to make sure we had transportation for him during his birthday weekend. Before we left the store my niece went back inside and got their local Director's name and number. We immediately called and left her a message and we never heard back from her as well.

  Business Response

  Date: 10/20/2023

  Hello,

  I have researched this situation and acknowledge that this
  was handled poorly.  The vehicle type that was requested at the time of
  booking was correctly booked with our support center on 8/2 as referenced and
  was changed locally on 9/19 in order to accommodate another client.  The
  oversight was that the person who changed it believed they could accommodate
  both clients not taking into account that the requested vehicle type was a need
  based and that another vehicle would not suffice.  We have made strides to
  ensure that this oversight does not happen again and are sincerely apologetic
  about the mishap.  We have been playing phone tag with this client between
  10/16-10/18 to offer them a monetary solution for future use.  Again, my
  sincerest apologies for the oversight – we want to do whatever we can to
  rectify the bad experience.
  
  ***** ********
  Director of Rental Operations
  
  OFFICE:  ************
  *****************

   

• Initial Complaint

  Date:08/21/2023

  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.

  We bought a new specialized car from MobilityWorks in late-January (a wheelchair lift). There were multiple mechanical issues with it over the first few months requiring several visits to Mobilityworks for repair. There was a warranty issue which required a complete rebuild, which my local dealer in ********** could not repair due to lack of equipment so they sent us to the ****** shop. The ****** shop said it would take two days to repair. After two days, ***** ******* (service manager) called to say it would be another two days (which was fine with me). While apologizing for the delay, he said "Can we take care of the oil change that is almost needed?" I said yes and 2+ days later the car was finally ready to be picked up. They handed me the keys and I went on my way. Several months later, we receive a bill from ***** **** at Mobility Works stating that since we owe $159 for the oil change, the car now has a mechanical lien on it. We were never told we would be charged for the oil change and we were never previously given a bill. ***** has not responded to my two emails and does not pick up his phone. I would like the bill waived and the lien removed and the general manager to call me and apologize for *****'s unprofesssionalism.

  Business Response

  Date: 08/22/2023

  Hello,

  At MobilityWorks we strive to provide wheelchair users with
  the mobility, independence and personal freedom they desire.  As we listen
  to our client’s concerns, we strive to provide value and operate with
  integrity.  A member of the leadership team has reached out to Mr.
  ********* and apologized for the miscommunication.  Our General Manager
  clarified that here never was a mechanic’s lien placed on the vehicle and he
  has waived the charge for the oil change.   There is no outstanding
  balance for the client.  We remain committed to serving the community, to
  “Be There for all wheelchair users.”
  

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

  Customer Answer

  Date: 08/23/2023

  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.

   

  The General Manager did reach out and has told me that he has both removed the bill and the lien that was allegedly placed on the vehicle.

   

  *****