ComplaintsforMobility Works

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Entered by BBB Staff - lj Consumer purchased a 2016 Dodge Grand Caravan on February 28, 2022. Company is located at ********************************************************. The van is for her son. He is a quadriplegic. Consumer put $10,000 down. Total price $48,000. Vehicle financed for ten years. Monthly payments are $433 month. Consumer feels the finance charges are too high.. When they got the van it was making a ticking noise. Consumer was told Dodges make that sound. The sound has gotten louder. Consumer was told nothing is wrong with the motor. Consumer took the van to a Dodge dealership. The cost would be $4000 to rebuild the motor.. Both cam shafts and rods are gone. Consumer would never have paid that price for a vehicle with a blown motor. Feels the vehicle was misrepresented.

  Business response

  04/08/2022

  To Whom it may concern:

  Regarding the ***** familys Wheelchair Accessible Vehicle:Upon the sale of the vehicle to our client the vehicle was given our standard inspection, check-in and maintenance service,  At that time the vehicle was given a clean **** of health.  Since the time of sale the client was concerned over noises growing loader over time coming from the engine. MobilityWorks sent the clients van out for an independent inspection and made the decision to replace the parts to satisfy the client.  The vehicle was dropped off and a courtesy rental was given to the client at no charge to them.  Repairs suggested by the independent shop were made and covered by the clients warranty so no charges were incurred by the customer.  The vehicle has been returned to the customer with repairs completed. ********************** has also offered to extend the clients extended service contract for a further year as gesture of goodwill.  As for the clients concern about finance charges, the contract has been reviewed and all charges are fair and align with truth in lending.  The client has expressed a want to put more capital down to lower their payment and MobilityWorks is happy to refer one of our lenders to help with a refinance option to further assist the ***** family.

  Thank you

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

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On, or about, 11/04/2021, a representative of Mobility Works of Texas came to my house and drove off in my Wheelchair Lift Van so it could be diagnosed and possibly repaired. The cost for the diagnostic would be $134.00. I approved that. They were then going to inform me of their price to repair it. They did, however, apparently, their diagnosis was wrong, and whatever they did, did not fix the problems it was having where... a)... The Lift would not lift me and my power wheelchair in order for me to get into the van, and ...b)... the jerking problem that occurs when the lift is going down to the ground, after having been jacked, by hand, to the elevated position, was not fixed either. A service rep (a woman) called to inform me that my total cost to repair the lift and the $134.00 to diagnose it would total $353.13. I approved that cost, however, whatever they thought the problem was, did not fix the problem the lift was having. The same rep said to repair the lift, I would have to pay an additional $900.00 plus because something was, in her exact words... 'fried'... and would need to be replaced. I told her that that was not what she told me when I approved the first quote for the repairs, where she stated that working on those lifts can be tricky, and the problem is was having was electrical, which was never mentioned after the initial diagnosis AND I refused to pay that additional cost, so they brought my van back to me,in the same condition it was in when they took it, except that it was somewhat in pieces now. This was a HUGE waste of money since my lift is still not working, AND they left some parts off of something where they just threw those loose parts into the back of the van. I would just like to have them come back to my house within 24 hrs., repair my lift to work as it should, up and down, and returned to me within 24-48 hrs of them taking it, at no additional charge to me. Please help. Thank You. I Am, ******** ****** ************

  Business response

  03/30/2022

  Dear Better Business Bureau,

   

  **** ******, General Manager, of the local branch and called ******** and left her a message to please call him back and he did provide his company mobile number. We will provide another update once they have connected with each other and spoken about the concerns that were brought to our attention.

   

  Thank You

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

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 2/16/22 I BROUGHT MY VECHILE IN FOR SOME WORK WAS ***** LEFT ME A MESSAGE TELLIMG ME WANT WAS WRONG WITH IT AND HOW MUCH IT WAS GOING TO COST WHEN I GOT ME *** BACK I NOTICE THERE WAS MORE ISSUE WITH THE *** AND ALSO THE ********************* GAVE ME AND WANT WAS CHARGED WAS $200 MORE

  Business response

  03/08/2022

  Good afternoon,

   

  We attempted to reach out to ********************* yesterday afternoon to apologize for the  lack of clarify in the expected charges. A refund of the $200 was refunded back to the card of his aunt yesterday afternoon. *********************** will be emailing her a copy of the refund transaction.

   

  Thank you 

  Customer response

  03/14/2022

   I am rejecting this response because:
  
  I do accept the refund of the $200 cause of a mistake but they need to fix there damage 

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Mobility Works location: Alexandria, VA has failed to return our deposit (initial $1,000) to secure the van we selected and an additional $1,000 that was recently billed in error. We have received the following communication from the General Manager that appeared to have been sent from his Sales Consultants email-see below when we could not come to an agreement on the final sales price: Sent: Wednesday, December 29, 2021 9:02 AM Subject: FW: Proposal Good morning, *******   Unfortunately, we are all in on the proposal that I presented to you; I will refund your deposit today. I am sorry we could not come together on terms. At this time consider the proposal rescinded and the Van is now available for other clients. Best of luck to you and the family in the New Year. Sincerely Certified Mobility Consultant **** ******* ********** *** *** * *********** ** ***** OFFICE ************  The email sent notifying the GM about the second $1,000 billed in error-below is a copy of the email sent that went un-responded to: Date: December 31, 2021 at 9:52:30 AM EST Subject: Re: Proposal ? ***, Instead of refunding my thousand dollars back to me you charged me another thousand dollars. Now MobilityWorks owes me $2000 in a refund, can you process this today correctly so I can get all of my money back please? We have been communicating with Sales Consultant via text and was recently told our refund was recently processed, but after reviewing our online credit card statement the $2,000 deposit (one to secure the van and the other recent re-billed in error) have not in fact been refunded.

  Business response

  01/11/2022

  To Whom it May Concern,

       I have attached the (2) Credit Charge receipts and the (2) refund receipts for the Evans deal.  It appears that the credit card was charged in error and the refunds were processed on 1/5/2022.  Please let me know if there is anything more that I can do to assist.

   

  Thank you

  ******** 

  Customer response

  01/11/2022

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

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thank you for your help with this issue. In September my father passed away, and this has been an extremely challenging time for my family and for me. I have been working with my father’s wife to sell their wheelchair accessible van. In short, we suspect that Mobility Works, a car dealership specializing in vehicles for individuals with mobility challenges has made a practice of charging inflated prices, and then extending remarkably low buy-back offers. Thus, their businesses model appears to be based on taking unfair advantage of consumers with disabilities.

  Business response

  11/22/2021

  MobilityWorks remains committed to being as flexible and accommodating as we can be in the unique situations that arise with our clients.  It is extremely important to us to work with each family to find the vehicle furnished with the right medical equipment that solves the particular transportation issues that our wheelchair users face.  We focus not only on the equipment but also work within our clients’ budget.  In this case there was a particular monthly budget requirement along with limited funds available for a down payment.  MobilityWorks conceded with a significant discount on the original sale to get the customer into an a solution at an affordable payment.  There was ultimately a passing of our valued customer and the family reached out to our corporate inventory team for a valuation to sell the unit back to us.  A preliminary offer was given to the family pending an in-store inspection.  In scenarios where we are asked to help a family out in these situation we pride ourselves on going above and beyond to help loved ones navigate difficult situations.  Unfortunately in this situation, upon inspecting the vehicle, we found there was damage to the medical equipment that would need repair before we could in turn resell the unit to another family in need.  This is where our customers expectations were not met and we needed to step back from our preliminary offer.  We will continue to keep in contact with the family and in the unlikely case that the repairs needed are not as extensive as our technicians estimate, we will be sure to reconcile if there is an opportunity to do so in the client’s benefit. We are happy to say that we have worked with the family’s lending institution to pay off the vehicle and remove any liability they were facing in the passing of their loved one and hope we have made it a little easier in their upcoming time of difficulty.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a handicapped assessible van from Mobility Works in Riverside CA in June of 2021. I paid the Registration fees but have yet to receive the license plates or registration. I have been in contact with ***** every week to no avail. My calls have not been returned and nothing has been done to rectify this situation. I called the CA DMV and they don't even have a record of the van. Not sure where to turn for assistance. DMV stated they are waiting for the paperwork.from Mobility Works. It is unlawful to drive without registration so we are actually making payments on a van that we cannot drive. ***** keeps telling us is it has been sent, I believe this is just to keep us from calling her.

  Business response

  11/08/2021

  Thank you for allowing us to provide detail on this situation. 

   

  The car was traded in Fresno and the credit union that was paying off the vehicle for the previous owner put that that the vehicle was going out of state which is not right. When the DMV received the paperwork it was  flagged that the vehicle was out of state. For the DMV to release the hold they wanted a letter from the person that traded it in that the car never went out of state. The attached document shows that the DMV has received the paperwork and our DMV third party company that we use has been working with the DMV and trying to reach the previous older to fix the paperwork.  I have attached the paperwork to show that the DMV is waiting on documentation from prior owner of the vehicle that ***** ******** owns. We have completed all the paperwork that is required from us and we are working diligently with the DMV to get this issue resolved.  

   

  Thank you.

  Customer response

  11/15/2021

   I am rejecting this response because:
  We still have not received our registration.  This claim shouldn't be closed until we receive it.
  
  

  Business response

  11/18/2021

  Good afternoon,

  We are glad to report that the DMV was able to get everything straighten out and has issued tags for their vehicle. ***** ****** sent a copy of the registration via email to ***** ********. We will be picking up the tags and then will be mail them to ***** with a tracking number. If she has any more questions about the tags please let us know. 

• Initial Complaint

  10/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello I bought a 2013 Toyota sienna with everything... I mean everything fully loaded I was finally after all the brand new install of a ez bracket and stabilizer, chair removal, and handcontrol I finally was able to pick my car up on September 23rd... Car drove with no issues... I was everywhere, finally able to be me.. Went shopping got to go clothes shopping and more.. I was schedule to take my car in for some adjustments to my controls on October Wednesday 5th 2013.. But on October 3rd Sunday.. I went to pick up my daughter from cheerleading me and my wife and the break cable connected to my hand controls broke off and I had to crash into a tree.. I only had the car 10 days.. I been driving vehicles with hand controls install for 20+ years and never once have I had an issue... I am so hurt that my brake cable connect to my brakes and the hand controls just broke off like that.. Now I am without a vehicle going through crazy stuff... Give to me and than take it away..

  Business response

  11/01/2021

  
                  Mr. **** contacted MobilityWorks immediately following the accident, and we have been in continuous contact with him since.  We are reviewing our records and his description of the equipment failure.  Mr. **** has not alleged any wrongdoing on MobilityWorks’s part, and we do not believe there was any.  We would, of course, be happy to help Mr. **** get back on the road. 

   

  Thank you. 

  Customer response

  11/02/2021

   I am rejecting this response because: It almost like you are saying its my fault Yes we have been in contact and most of the contact was related to my reimbursement from my service warranty. And yes I will say there was a lot of concern from Mobilityworks about the accident.

  To be honest I was the one doing all the contact with Mobilityworks about my accident with just a response from a email or talking on the phone briefly . Trust me I been driving vehicle with hand controls over 20+ years and this is the first time I ever experience any type of malfunction.

  Its so hurtful and scary that I had to go through a accident like this with my Daughter, who is still scared and my wife who trying to hold on.

  I was driving a vehicle that I was so happy to purchase, This was my first van where I could just ride up to my vehicle in my wheelchair and drive.

  Wow, I only had the van for only 10 days and was happy to be driving Independently.. I had scheduled service to adjust my hand control October 6th. On October 3rd my handcontrol that was connect to the breaks just fell off while I was driving, i had no way of stopping no emergency break or anything to stop my van... I tried to turn the car off the best I could but I had no choice but to brace me and my family and our dog  for a terrible accident.. I am so bless I didn't hurt anyone.

  I am in tears now just thinking about the situation. The thought of me hurting my family who always trust my driving is now only talking about how terrible this was because they never experience any thing like this since I been driving.  The bad thing about this is I was only 2 block away from my apartment On October 3rd.

   

  Please don't make it seem like it my fault... You may have done all you could when you was doing the install.. But there was a problem.. This was my first install by Mobilityworks and this was my experience...

   

  Thank you again for responding to my concern.. But I felt as though you seem to think its my fault... It wasn't, Out of all my handcontrol that I had professional installed by a certified installer, this was the first time I every experience any type of malfunction with my installs..

   

  Thank you for the response

  ****** ****

   
  

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a van from MobilityWorks in **********, ** in July. After three uses, a key fob stopped working. After a dozen phone calls and emails to several people, I reached the manager, *********************************, who agreed that I should mail it to him, he would fix it, and return it to us. After a couple of weeks, he did call and left messages, but we were unable to make contact. After two dozen voicemails and emails later over another month, he has not returned any phone calls. He still has my key fob which greatly limits the usefulness of the van. Im paying $900 per month for a van we cannot fully use and he cannot even return an email saying how he proposes to resolve this. I need help to resolve this.************************************* **************

  Business response

  10/11/2021

  Good afternoon,

   

  *********************************, General Manager of **********, connected with *********************** on October 1st. We went over last Friday andreplaced the battery.  And worked the remote multiple times for him. The issue has been resolved. 

   

  Thank you

   

   

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I fundraised and bought brand new van on 7-26-21 with the help from a non-profit. The dealership I bought the van from drove it to MobilityWorks to have a wheelchair lift installed. The van had only 20 miles on it when MobilityWorks burnt a hole in the seat and messed up the electrical as well as the lift did not work. I spoke to the Vise President of sales and service in ************* after being without a vehicle that I could drive for sometime he put me in a rental agreed to pay the nonprofit back the money they paid for the van. Now MobilityWorks have changed the offer and wants to right me a check for less then I paid for my van and write the check out to me which is not what should happen as this will effect my disability they know this but do not care. I shouldn't loss out due to an error/damages they made on a van that was brand new. They took away the what should have been a very exciting day and turned it into a nightmare not to mention the added stress they put me through.

  Business response

  09/17/2021

  MobilityWorks has always served people with disabilitieswith integrity and fairness and ******************** is no exception. We have tried tosatisfy her in many ways for months now, and we have not been able to do so.Here is a brief description of her requests and our work to provide her with amobility solution:
  
  In May of this year we began working with ******************** on a wheelchair accessible vehicle purchase. She wanted a brand new accessible ****** Sienna with all the upgraded options. We presented the vehicle to her, and she decided to go a different route.                              

  ******************** bought an unconverted ****** Sienna in July, and brought it to us to have a Speedy Lift and XL seat installed. These are products manufactured by Adapt Solutions of ******, ******. She signed all the paperwork to have this equipment installed and had a disbursement of approximately $5,000 made to us from her charity fund.
  We installed the equipment exactly per the manufacturers instructions in her ******. During the installation, our technician inadvertently made a burn approximately the size of a quarter in the drivers seat. We told ******************** that we would repair the burn at no cost to her and restore the seat to its original condition. ******************** demanded that we replace the entire seat. We attempted to do so, however the only way to do so was to swap the seat with a vehicle that would not be completed until November, 2021. That was unacceptable to ************************. We offered to sell ************************ a different van, taking her ****** on trade for thousands of dollars more than her vehicle was worth, and with a discount of over $20,000, representing a significant loss to MobilityWorks. She initially signed the paperwork to move forward with that purchase, but then cancelled the order days later. Per Ms. ********* instructions, we removed all of the equipment from her vehicle, and restored the vehicle to its original condition. ******************** demanded that we give her a free rental vehicle for her trouble. We did so. ******************** demanded that we pay $53,075 to purchase the vehicle from her, but that we pay it to the charity not to her so that her disability entitlement payments would not be affected. After consulting with our accounting team, we determined that we could not do that, because it would be a transaction that would be intended to hide assets from state authorities in order for ******************** to maintain her entitlement payments from the state.
  We offered to pay ************************ $53,075, the sticker price of the vehicle. She then demanded that we pay all of the sales tax that she paid on the vehicle.
  At this point, she started making false and derogatory claims about our business on social media, and incited her friends to do the same, as well as call the cell phone of employees to harass and abuse them. MobilityWorks has informed ******************** that her free rental period ends on Monday, September 20th, and she must return the free rental. She is welcome to pick up her vehicle from our ****, ***** store any time during normal business hours.

  Customer response

  09/17/2021

   I am rejecting this response because:

  The ****** Dealership brought my van to MobilityWorks to have a Speedy Lift and XL Seat installed. It only had 20 miles on it when MobilityWorks Damaged it. Also the lift that they installed was defected. They said they would order a new van and switch out the seat but instead they repaired it.  I want the money to be paid back to ************** not to hide assets from state authorities in order for me to maintain  entitlement payments from the state. I want this done as the money was not mine to begin with it was donated to the nonprofit to help me get into a safe and reliable wheelchair vehicle. I am not asking MobilityWork to refund any more then I paid I am just trying to get back to were I was before this nightmare started. The total I am asking for is $58,813.14 plus the $5000. deposit. 
                              

  
  

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid mobility works over $17,000 to do a handicap conversion on our brand new ****** Sienna over two years ago, in June of 2019. We agreed to a ramp install. We never knew they were going to completely void all of our warranties and install parts that have ALL failed since installation.They installed faulty and subpar parts including a muffler that was rusted in under a month, a fuel pump that doesnt shut off and drains our battery to dead, our shocks rattle and make loud bumping noises, they installed a gas tank that leaks. Our gas tank also doesnt function properly and reads as empty and cannot accept more than 11 gallons, although it is labeled as 20. They have had our vehicle for a year to fix these issues, including the last five and a half months straight. I have much much more detail but am running out of space. They havent done anything in the time lines agreed to and two months ago they offered to buy the vehicle since they couldnt fix it. They didnt.

  Business response

  09/20/2021

  ************** has been presented with the maximum we couldoffer him as his supporting dealer to buy the vehicle back from him as well asrefund him all of the money that the ****************** spent on *************.
  ************** has had multiple issues with his conversion andMobilityWorks has swiftly addressed them as a dealer network is required todo.  Most recently the van was sent directly to the manufacturer forrepair.  The vehicle was out of his possession for 6 months but he wasgiven a complementary loaner by MobilityWorks as a courtesy.  Themanufacturer has since returned his vehicle and given it a clean **** of healthas well as an additional 1 year of warranty coverage.  Unfortunately ************* is not satisfied with the terms and would like MobilityWorks to buy him anew vehicle and equip it with different equipment.  Mobilityworks as adealer has satisfied its commitments to ************** but will continue to workwith him and the equipment manufacturer to find a middle ground that satisfieshis family and provides them with a Mobility solution that works for theirparticular situation.

   

  Thank you. 

  Customer response

  09/21/2021

   I am rejecting this response because:
  
  We purchased a new van specifically for this conversion. Mobility Works accepted a new van over two years ago and has had two years to fix the multiple defects in their work. We were told months ago that they could not fix their issues and would be buying back the van and refunding our money for the conversion. Now they are offering us bottom dollar prices on a van that is only three years old because they have delayed admitting their mistakes for over two years. We have emails, texts and audio recordings to back up dozens of conversations and we were told just last week they would be buying a new van with the same upgrades and options as our last vehicle and pay for our new chair lift, hitch and ramp. If our van was one year old with this conversion it would sell for over $60,000. They are offering $50,000. 

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