Complaints

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:12/21/2023

  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.

  DATE:04/15/2021 ORDER #:********* ITEM(S):****** STATUS: Shipped SHIP DATE: 04/23/2021 CARRIER:*** Carriers TRACKING NUMBER: ********* ************* Delivery 3-Year In-Home Service Delivery Surcharge View Order Summary TOTAL:$2,321.90 This is what I paid them for the scooter, my husband can't walk ,so depends on it. It was supposed to be warranted by pride for 2 years. The scooter went down in January of 2023 in which it was still under warranty till April. That scooter never ran again till the 3rd week in May.That's 5 months he was without a scooter . Here are the work DATES. 01/24/2023 ORDER #:**********-2 ITEM(S):Warranty Service Call View Order DATE:04/17/2023 ORDER #:**********-3 ITEM(S):ASSEMBLY, DIRRECTION/MODE SWITCH, ****** STATUS: Shipped SHIP DATE: 04/17/2023 CARRIER:***** TRACKING NUMBER: DATE:04/25/2023 ORDER #:**********-5 ITEM(S):Warranty Service Call View Order Summary TOTAL DATE:04/26/2023 ORDER #:**********-6 ITEM(S):CONTROLLER,ASSY,200 AMP, ****** STATUS: Shipped SHIP DATE: 04/27/2023 CARRIER:***** TRACKING NUMBER: ************ View Order Summary DATE:05/02/2023 ORDER #:**********-7 ITEM(S):Warranty Service Call View Order DATE:05/11/2023 ORDER #:**********-8 ITEM(S):MOTOR,ASSY,LONG SHAFT,TAPERED SHAFT,20 KPH,MTS M8,...STATUS: Shipped SHIP DATE: 05/18/2023 CARRIER:***** TRACKING NUMBER: ************ View Order Summary DATE:06/19/2023 ORDER #:**********-9 ITEM(S):Warranty Service Call View Order Summary Nov. 23 the first part they put on this year , broke, Pride said it was out of warranty, but the first 6 months it didn't even run, and the part they put on didn't last7 months , There is no way anyone should have to go through this! I want a refund so I can get him mobile again. Please help me

  Customer Answer

  Date: 01/08/2024

  They have sent a new replacement Thank you so much,

   

  Business Response

  Date: 01/23/2024

  Pride Mobility issued a Return Authorization for the customers scooter, which was returned on December 29, 2023. A replacement unit was delivered to the customer on January 4, 2024. Pride expects this to be a satisfactory resolution of fulfilling the customers request.
  
  Should you have any questions, please do not hesitate to contact me to discuss. Thank you.
  
  Sincerely,
  
  *************************, Pride Mobility

• Initial Complaint

  Date:11/22/2023

  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.

  Purchased a chair from Pride in November of 2020 had a repair manat my home several times to repair the chair. Pride would not replace the chair that could not be fixed. Due to medical necessity I paid another $2000 to purchase a new chair in November of 2022, now a year later that chair is also broken. Pride customer support is not returning calls.

  Business Response

  Date: 12/18/2023

  Pride Mobility contacted the customer last month and agreed to return their power lift recliner, purchased through ******************, and send a new unit. The chair the customer purchased in November of 2020 was not through this dealer.
  
  The customer has expressed satisfaction with their new power lift recliner. As a result, their initial request of a refund for the unit purchased in November of 2020 cannot be fulfilled under the circumstances. Pride will continue to monitor this situation and keep lines of communication open to the customer regarding their chair.
  
  Should you have any questions, please do not hesitate to contact me to discuss. Thank you.
  
  Sincerely,
  
  *************************, Pride Mobility

• Initial Complaint

  Date:11/15/2023

  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.

  I bought a new Pride Mobility **** **** ** from **********Shop in Elkridge Maryland on 6/28/2021 and it was delivered several months later. My scooter drives fine but then shuts off and give a 4 beep error code. If I turn the key off for a few seconds and back on it will go again. All battery and harness connections are tight, and it has brand new batteries. I contacted The ******* Shop and returned it for repair. They contacted Pride Mobility and they do not know what the problem is. They finally suggested I replace the two circuit boards at a price of over $600.00 plus the $100.00 I already paid for The ******* Shop to diagnose the problem. They said they cannot guarantee this will fix the problem. I googled the 4 beep error code on Pride Mobility and many other cases have this same problem of the scooter just shutting off so Pride Mobility does know of this defect in their **** ** Scooter. Pride Mobility sold me a defective scooter and should repair this problem. I am afraid of being stranded with a dead scooter because of their defect.

  Customer Answer

  Date: 12/04/2023

  The serial number of my mobility scooter is # ************** 

  Business Response

  Date: 12/18/2023

  Pride Mobility contacted the customer and has arranged service for their mobility scooter. Parts to be assessed include the throttle pot assembly, controllers,motors, and printed circuit board (PCB) assembly. Upon completion of this service,we will work toward a satisfactory resolution of fulfilling the customers request for a repair.
  
  Should you have any questions,please do not hesitate to contact me to discuss. Thank you.
  
  Sincerely,
  
  *************************, Pride Mobility

  Customer Answer

  Date: 12/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  I like the solution they provided to you to repair my scooter however no one from Pride contacted me to give me the solution they provided to you or where I should take it for repair. If Pride would contact me with their offer and give me instructions on what to do it would be completely acceptable to me.

  Regards,
  
  *************************

  Business Response

  Date: 12/29/2023

  On December 29, Pride Mobility contacted the customer regarding service for their mobility scooter. A service technician reached out to the customer directly to arrange an appointment, with the intention of repairs taking place the week of January 1, 2024, or as soon as possible.
  
  Parts to be assessed include the throttle pot assembly, controllers, motors, and printed circuit board (PCB)assembly. Upon completion of this assessment, Pride expects to work toward a satisfactory resolution of fulfilling the customers request for a repair.
  
  Should you have any questions, please do not hesitate to contact me to discuss. Thank you.
  
  Sincerely,
  
  *************************, Pride Mobility

  Customer Answer

  Date: 01/02/2024

  I received a call from Pride Mobility with an offer to repair my mobility scooter at my home and I fully accept their offer. You can mark my complaint as satisfied and thank you for your help.

  Customer Answer

  Date: 01/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/23/2023

  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.

  I need help to replace a defective lift chair which is under warranty. In August, 2021, I purchased a Pride lift chair model ****** designed for anyone with mobility issues. Initially, the chair was lightly used and appeared to function properly, albeit with a few bumps and groans. In 2023, I began to use the chair’s entire range of the recline and lift functions. After shoulder replacement surgery in July, 2023, I have used the chair constantly (as issues permitted). At the doctor’s suggestion, I slept in the chair. Almost immediately the chair began loud creaking, groaning and popping. The chair’s function further deteriorated to severe bumping, jerking and finally to unexpected stalling with physical drops from 2”-4”. Having had recent surgery does not go well with sudden 2”-4” drops and bumps! Because the chair is under warranty, I have been working with my local distributor (********* Mobility). The chair lift and recline mechanism failed 3 times in 2023 and repaired 2 times. Both repairs failed within 10-15 days after repair. We are waiting for a 3rd set of repair parts. There is no reason to assume this will solve the problems. Delay on receiving parts is about 2 weeks before the local distributor has an opportunity to install them. Pride only provides parts and the local distributor provides non-reimbursed labor. Every repair must be factory authorized. I am caught in a loop between a chair that is broken or potentially dangerous and waiting for factory parts. The local distributor has done everything possible to minimize my inconvenience and out-of-pocket cost. With each failure and time to repair, the chair is non-functional for at least 3 weeks. Continuing to repair the chair in a similar manner over and over means that I do not have a lift chair available for weeks at a time. I am 83 and need a lift chair on which I can depend before I have another medical need. Solution - replace the complete chair under warranty.

  Business Response

  Date: 10/20/2023

  Pride Mobility contacted the customer to collect the serial number of the product and additional information regarding their complaint. As outlined in the complaint,the customer is seeking a replacement for a power lift recliner purchased in August of 2021. The customer reiterated their desire for a replacement under warranty during subsequent conversations with Pride representatives.
  
  Pride has reached out to the dealer, ********* Mobility, for complete history documentation. Pride is confident that upon speaking with the dealer, the customers request for a replacement power lift recliner will be met.Should you have any questions, please do not hesitate to contact me to discuss. Thank you.
  
  Sincerely,
  
  *************************, Pride Mobility

  Customer Answer

  Date: 10/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/13/2023

  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.

  In April of 2023, received a ******* ** ** **** chair with the serial number of ************** through a dealer in in Humble, Texas, called ******** ********, or ******************* do old chair airlines issues again. Since day one they told me, there will nothing be wrong with it. Well that has been exact opposite to the point of making me feel unsafe and very petrified of this chair it reminds of another chair that I had few years back, and I was forced to travel internationally, and I pleaded with them to get me loner chair, it fell on death ears with them when I knew what I was getting into. From the start, has been draining batteries, not holding a charge, peeling foot plates and, and almost killed me a few times in the middle of the street, with a leg pad messed up and chewed them out before I left and they did not nothing. Then in June, I left United States for my international trip with this chair, has gotten worse in falling and failing to me not even charing, and, joystick speed knob is being broke held with rubber bands, left side fender is gone, and still with draining batteries issues, and many times have left me stranded with casters issues, and left me stranded more times the streets especially here in *************, Greece which I been here since July trying figuring out for me being a solid place were parts could needed to ordered, but now this chair needs just to be outright replaced, since under warranty. These people in people in Greece, are nothing racist idiots, for they cannot deal with my brand of chair and they told me shut up, I and cannot read , and few other things, as well Italy, accusing me of every thing, and chew them out as well, and meanwhile they are forcing travel back to UK with it, I had to put my foot down to them stay put out respect for them and safety issues in which has created passport issues and visa issues, and making me to stay in a prohibited country for after allotted time, but I cannot travel again with it for a long haul in the current state for too unsafe and out right dangerous, and it is not even safe take it to capital of Greece with getting racist black mail of hate from the Italians which is rediculious. This chair is done for this American Disabled Veteran, and I have given simple common sense ideas to work with around these issues. I even ask the them cut me a check, but nothing, and hurts me like no tomorrow. 

  Customer Answer

  Date: 09/20/2023

  Not now they are still forcing me to travel with it back to the states they  are so unbelievable, and I cannot have that either, I am burning in hell with my medical conditions and ready about kill myself cause their actions, and I cannot have that either, I am for getting sick to stomach and I have service animal to look after, and currently their are putting me on my death bed. Their  lack of common sense, and stupidness and getting them in trouble with disrespectful childish attitudes, and with that , I am making decision I am planning  live over here.  They better rep over here to work on those type chairs too. I am so very tired of hatred, and their excuses. I am done. I have found my piece of heaven, and I mean nobody and I mean nobody is going take away from me.  ***

  Customer Answer

  Date: 09/21/2023

  Today, they people from wheelchair company are forcing me still over 6000 miles for **** check and that is completely rediculous and childish of l am suffering with medical conditions, are making to have no energy, no time, and lack of money with all the stress my body is succuming to end of my life and l would live out my happiness out in my slice of heaven,  *************, Greece. They are virtually tossing there hands in the air like their job is to hard for them, when I have been simple reasonable accommodation, and suggestions, when they should be unemployment line. My father god rest his soul, and if knew was going on with me, and if he was their boss, put them their with questions to asked. 

   I have give reason, simple, suggestions, and in this situation, check is not going be answer, and currently, I would like a chair that I would have mentioned in orginal complaint, and same terms and conditions, with a tech have to either trained from here or have tech on moment notice coming from different country, when these countries are not to far apart, and life time of parts and service and what else in orginal complaint and nothing short of that. Please understand that, for me flying is not option right now without decent chair, or it not going anywhere accept right here and I do not safe with that for I have no  choice in matter, new chair must retracable seat belt too. Thank you adding to my complaint. 

  Business Response

  Date: 10/18/2023

  Pride Mobility respects and desires to support every consumer that places their trust in Pride and ******* ***** products to assist with their mobility needs. However, respectfully, Pride does not accept or agree with the claims asserted by the complainant, based on the available information and a considerable amount of contact between Pride representatives and the complainant.

  The ***** ************************ of Humble, an authorized Pride provider, ordered and delivered a ******* power wheelchair to the complainant in the spring of 2023. Shortly thereafter, the complainant offered several complaints to the provider and Pride regarding the condition of the product. Upon examination by representatives of the provider and Pride, the powerchair was determined to be fully operational. Despite this, the complainant expressed their dissatisfaction with that conclusion.
  
  Following that evaluation, Pride became aware that the complainant traveled to Europe with the product. In numerous communications with Pride representatives both here and abroad, the complainant asserted similar complaints to those previously. Most recently, the complainant indicated that she had traveled to Greece. Throughout these exchanges, Pride has continued to work diligently to accommodate the complainant and evaluate/service the product abroad, directly or through third party service. Despite not having the opportunity to examine the product, Pride recently shipped a replacement battery charger to complainants location in Greece.
  
  Pride regrets that the claimant has been uncooperative in their communications with our representatives, which has not allowed for further examination of the product. Pride and Quantum representatives have been respectful and professional in all correspondences and remain committed to addressing the complainants concerns in earnest. Pride must insist that same level of respect is shown to our colleagues.
  
  While Prides obligation always is to fulfill the warranty of the product, Pride is not prepared to concede to the demands asserted in the complaint, nor does Pride agree with the complainants recitation of events.  Pride stands ready to assist the complainant further but must have the opportunity to evaluate and, if necessary, service the product.

  Sincerely,

  Pride Mobility

  Customer Answer

  Date: 10/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: they have verbally abusive, terrorist, and racist, and force travel beyond my means of control. They sick demented to beyond   words, and make to travel for what?  Now are they  that sick, and they need get plane to come Greece, for I no way to to get to international airport, for there is no train, for me travel in Greece, and I have  been telling  the truth them along and they will not listen what I have go is  through is painful, and the only ones uncoorpartive, is them. How world be able travel with no train, and to get out here and cannot fly from where I am at fo to my service animal,  are they are  that stupid, and they sit there twittle there thumbs, never I once been  selfish like they have  and I have suggesting  things all along to make things work and all been are murders to me, and they cannot send proper chair charger , and almost put me numerous times in the metal ward. I told from the start needed a loner chair, and told them the chair not make through Europe and idiots have experience what goes on over here think know it all they do not and they told me to one stay put for while if did brake and it did and now  they back stabbed me with that and black mail me, and told cannot read and there abusive language they given me. Why they cannot get  on a stupid plane and travel, and gave plenty of suggestions they do not listen, leaving me with visa and passport issues, and me more in trouble their unacceptable behavior of two olds. I flatly refuse to accept their selfish EXCUSES on believing any what they say. They cannot handle their dose of medicine for what they given  me and just giving right back to for they cannot handle anything,  creating more mental disabilites, for continuously rape over the coals with my  PTSD, and love hurt ****  Veteran why? They are sorry little children do not belong in society. Over my dead body, they will be on a plane like or not, and they will be bringing my replacement chair, like or not, with stair climber with protection, with heavy dutiness, bag holders, retractable seat belt, lift and tilt, and air readiness, with life service and parts in the color of purple no exceptions, and no more unexcuseable behavior, for I did not ask for this for they  ones who started this and ruin my European vacation. Everyday that is late 500,000 dollars of lates fees, and including another three hundred fifty dollars for paying another charger  out pocket and the old charger back and they of own mental retardation of their  communications for cannot communication  internally   of international company  because cannot do their **** jobs, and goes  American Mobility in Humble Texas, I do not hear this no more for making me have nightmares, and colds sweats, and making  me fall in a depression of no return, and almost kill myself again today. I am done, and why they  are doing this to me when gave my life for them, when I damn Veteran are they that stupid Why? They  have two weeks get this chair manufactured  with no questions asked, and come with to Greece with , and monies to go with it, and keep telling them, for do not listen, for they are stupid beyond words. I do o not any less than that.  I am five to six hours north east of Athens. 

  Regards,
  
  ***************

  Customer Answer

  Date: 10/19/2023

  You folks have no treat me like trash, bunch liers, and rapists and I gave you all information, and ask  you an other away to send pictures, they have  no right as well you treat me trash,  and will obey my orders, for they are one started the b.s. and when are you idiots start d doing **** jobs, and several times and I cannot travel, for Greece is shut down right now for there are no trains, and they had another set back too. WHEN IS PRIDE MOBILITY start lazy ***** jobs for I gave plenty suggestions and would not take it and I did what THEY told me for are to and  now folks are backing them for what, and DO ME want to off the  really THE deep end and how dare you do this to Veteran, are YOU FOLKS that  sick, and do what I ask of you, for asking is reasonable. If you do not like the kiss my butt, are they to lazy to get on international flight, and do service call, no efforts, and including you doimg **** job. You folks that crazy. You have no respect, and not listening to one saying, and  UNLIKE you do I not lie like you folks, and speaking god's honest truth. What is your'S and their stupid problem and common sense. Why are **** are you are driving more PTSD on to me, bringing back night mares, and more trips to the mental ward, cause you folks cannot listen, they are international company cannot do their jobs, or I will a get lawsuit going against you folks and them, and people in Texas, and they  gave passport and visa issues, and ruin my European vacation. They will and you will insist getting me stair climber chair with protection, lift and tilt, bag holders, heavy dutiness, retractable seat belt, and all terrain tires, and life time service and parts with no questions asked and 3.5 million dollars, and three hundred fifty dollars like or not, and I just had sent chair charger today did not cause do your with respect, and nor responsibilities for actions and I am so over it. They have 24 hours to get plane and with a technician come to bring me  a loner chair, and replacement their choice, and once for all I cannot travel as well as they can, for I have service animal to deal with too, and bad chair cause of them, and do not want to hear excuses for this all avoided be I left.  

  Customer Answer

  Date: 10/19/2023

  You folks have no right to discriminate against people with disabilites, and your customer service agents racist ********, and no respect, including you **************, please get off my case, and accusing me of things are not true and call it is take or leave it.  You do not authority tell people you thirty minutes, is that  fair, and you do not practice what you preach.  Only people around here is you folks and  Pride Mobility, who love back each other up. Where in **** is the respect, and and why it is thirty minutes, are we little children and are grown  human beings That's is in appropriate behavior,  and  know wonder people get up set., 

   I will flatly  refuse to answer any more questions of your questions , until you find replacement for my case. Thank you. 

  Customer Answer

  Date: 10/19/2023

  I do not appreciate your attitude and no right tell me that 30  minutes to  write and that discrimination  to people disabilities, and that is call ****, and love off my case  you not do know work with disabilites and discriminate against them against federal law.. 

   As for the case,  and I am not  telling more information unless different person, and emotionally abusing me, and tell how it is and you cannot say it is inappropriate  language is you. You are just bad as them and you and co workers can not do how to your jobs  cannot practice what you preach, and fairness. Until happens to get off my case. Thank you .

  Customer Answer

  Date: 10/20/2023

  When are you folks are going stop abuse to those disabilites. You have not respect, no fairness, and you idiots do no how practice what preach. I ask get ************** off case, and before it turned sour, and abusive, I was send her pictures, and told her, to other means to send for not computer savvy and listen, she cold heated and full hatred against disabilites. I do not feel confident of her on my case, she not listen, she very verbally abusive and have called her boss and to removed , but no avail, but I would send for case do her abusive nature, and verbally ****** assaulting attitudes of respect tell or else very, very, low to bitter end and would to especially with disabilites no fairness at what so ever. I flatly refuse any more interactions with this witch. No respect all.

    As for my case the chair they they send me, is from Europe was not even compatible with my chair, and I had to sent it. Pride Mobility has never once consider to come to ******, and they are rude and nasty, and just would 3.5 or 4 million dollars, by the time get this done or replacement chair flatly and they are ****** idiots, and making PTSD flair up and as well you folks siding with them. Please have my stair climber with protection, air line readiness, lift and tilt, retractable seat belt, heavy dutiness, and bag holders, and life time service and parts by the end of this month, and delivered to me by both CEOs ******** Mobility and Pride Mobility, with no questions asked in ******, for I can not without a chair back to the states, nor I cannot travel period through ****** right now do mother's nature's issues, has hurt ******, and I cannot fly from I am at do to my service animal. I am paying 400 to Five Euros to get the ferry, as Pride has me to have passport and visa issues for I do not feel safe going that way, and bus for regional and international do not wheelchairs, and not service animals. I am stuck. People like them have more of easier time to travel then, and just you and them respect and treat me like trash, and my more and more of my PTSD onto this Disabled ******** Veteran for not reason. My never left the states but it was forced too, for no and I keeping to my guns, I told this was not make it through and the only who believe me,  was ***** from ******** Mobility, apparently he got fired through the grapevine, for he was last one saw my chair on June 7, 2023, he knew my was going to make it for it was fall apart on front of him. Also I and company from the ****** area to come out before ***** came out  before the last I flew on June 8 th, they had to duct tape on it and ***** was not allowed to replace for it was the foot rest pieces and leg pads. Just be he came begging ********************************* to get me loner chair cause of this situation, and told me nothing wrong with told me going be fine, and those and the the idiots that about first week of May and I new different, and I my old chair was and fixed up it up again I would faith and confindence in chair instead, and that was nine to years old and I would not prediction, that was war horse, and miss it something that was baby took away baby, have piece for what I knew this and knew I was going to be this situation. All you need shut and do  what I want, and questions for took a piece life away from me never back. Thank you. 

• Initial Complaint

  Date:07/11/2023

  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.

  I purchased a pride go go lx 3 wheel scooter from an authorized Pride dealer. The dealer sold me an additional larger battery pack for the scooter. After having issues with the mobility scooter on several occasions, ***** who works at Mobility America said Pride technical support said that the larger battery pack was not approved for my scooter and that I shouldnt use it with that scooter. ***** then said we used to sell them all the time and wasnt sure why they werent allowed. I then contacted Pride Mobility on numerous occasions and was told twice by their customer service I was NOT ALLOWED to use the larger battery pack. It was not approved for my scooter and it could damage it. I asked the dealer for a refund on just the battery pack and was told by them that Pride said it was ok to use the larger battery pack. What? Pride just told me I absolutely could not use the larger battery pack. I can not get a straight answer in writing from Pride Mobility regarding the battery pack. However when I filed a BBB complaint against Mobility America a person in Pride technical support decided that they would provide a letter to the dealer of my mobility scooter saying that the larger battery pack was just fine. What is going on here? You tell your consumers that they cant use the larger battery pack again and again but the dealer gets a letter saying that the larger battery pack is allowed. Which is it? Put it in writing for me too so I can have something for my records. The mobility scooter still runs very slow and now has a sort of wobble when trying to go full speed on a smooth indoor surface. I dont think it will last much longer. So disappointed as a disabled person who depends on a scooter for daily activities.

  Business Response

  Date: 08/02/2023

  Pride Mobility contacted the customer directly regarding their inquiry about a battery pack for their **** ** mobility scooter. As outlined in the complaint, the customer was frustrated due to a lack of clarification as to whether a specific battery pack (18Ah) would work on the unit.
  
  In an email to the customer on August 1, 2023, Pride attached attached an order form for the **** ** that showed an 18Ah battery pack option on 4-wheel model. Pride explained to the customer that the unit should work well with the larger battery pack and that it should not void the warranty in any way. A copy of Prides warranty standards for scooters was attached for reference.
  
  The customer responded to the email and noted they remained frustrated. Pride has provided direct contact information to the customer and will continue to work with them toward a satisfactory resolution.
  
  Should you have any questions, please do not hesitate to contact me to discuss. Thank you.
  
  Sincerely,
  
  *************************, Pride Mobility

  Customer Answer

  Date: 08/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Your company’s actions have caused a chain reaction. I now am stuck with a mobility scooter that needs repairs or replacement. Who is covering the labor cost of these repairs? If it hadn’t been for the misinformation provided by your company none of this would have happened. I previously asked for help with zero response after my mobility scooter had a new motor put in and it still doesn’t work properly. No one has responded to the email I sent to Kris Yonushka yesterday. I will paste the email below. I don’t believe that without the assistance of the BBB your company would respond to my concerns. Who do you think should cover the costs on my scooter after I followed the information given directly to me from your customer service?

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

  Email sent to ************************* on 08/02/2023 at 9:47 a.m.

  Hello,
  
  I have zero faith in your company. Your customer service passed along incorrect information which I in good faith believed to be true. I acted on that information after confirming it with your customer service on different occasions. Your customer service said, If it (the larger battery pack) was allowed it would be listed in the specifications. ***** at Mobility America told me herself that your technical support said that the larger battery pack was not allowed (which she now denies). Now my relationship with the company I purchased the scooter from is completely void, not just because they refuse to admit that they did say your technical support told them not to use the larger battery pack; but because I acted on your customer supports information and filed a ******************** complaint.
  
  In fact your company was pretty **** quick to help Mobility America but gave me the cold shoulder and an attitude when I reached out for backup and help on this issue. I previously asked for help from your company after a new motor was installed by the repair person you sent out but no response or help was provided from your company. The scooter is still running slowly and struggles up the slightest incline, the power gage flickers on and off when I turn it on, and it has a soft wobble at full speed on a flat surface. I now have to pay out of pocket for labor costs on a scooter that would still be covered by the company I purchased it from if the correct information was given to me on the multiple occasions I reached out for help.
  
  You’re company’s misinformation caused a chain reaction. I acted with good faith on the information that I received from your customer service. You made me out to look like a liar and look like some sort of lunatic because I believed what I was being told! When I asked for backup and help zero response; but your company sent a letter to Mobility America after I was told by your customer service not to use the larger battery pack! How can anyone have faith in a company where they actively say one thing and do another when dealing with businesses and customers. Who’s fixing the scooter that has multiple issues, after multiple repairs and is still not working correctly? Who’s paying for the labor? This is a giant ball of crap that was created by your company saying one thing to the customer and doing another for the dealer of their products. 
  
  Inexorably incensed,
  *****************************

  Business Response

  Date: 08/08/2023

  Per our previous correspondence, the customer responded to Pride Mobility’s initial email and expressed their continued frustration regarding a lack of clarification as to whether a specific battery pack would work on their **** ** mobility scooter.
  
  In an email response to the customer, Pride expressed regret to the customer for lack of clarity in previous channels of communication and assumed full responsibility for any errors of the past.
  
  Pride has offered to send a field service technician to complete a full evaluation of the unit at no charge if the customer wishes. Upon receiving the technician’s report, Pride can determine the next steps to further assist the customer toward a satisfactory resolution.
  
  Should you have any questions, please do not hesitate to contact me to discuss. Thank you.
  
  Sincerely,
  
  *************************, Pride Mobility

• Initial Complaint

  Date:06/10/2023

  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.

  Here's the email we sent on 6/5/23 to Pride detailing the issue that has not had any response at all, the chair was just under $3,000:In late May we ordered a ******** XXL for my disabled veteran father from Mobility Plus here in Frederick, CO. The serial number is ************** The first day after it was delivered, we immediately began to have trouble with the seat back not returning fully to the upright position. We called the dealer and worked with them multiple times over the last couple weeks trying to rectify the situation. As we continued to attempt to use the chair, the problem became worse and it is now stuck in a very low position and 'wiggles' when touched. It seems to be quite broken.After several conversations back and forth with our dealer and a visit from him - he now tells me that Pride refuses to do anything for the chair citing that it is "user error" and "abuse". He went on to explain that the chair isn't actually rated for 600lbs, just the motors themselves.This chair is marketed as rated 600lbs in capacity (your website page is attached for reference). Nobody in our family weighs over 400lbs. We purposely bought an over-capacity rated chair to make sure it would last a long time. The chair was installed by your dealer and was not moved from that location. Nobody jumped on the chair, bounced on it, or misused it in any form. It was sat in, reclined, sat-up, and used in the functions as described in the manual and shown on the website.Given that we started having difficulty only one day after delivery and the trouble we've already had with service, I don't think it's too much to ask that we just get our money back on this purchase so we can go buy another product.I am beyond disgusted and disappointed by what feels like your company taking advantage of an elderly, disabled veteran. Please consider this very reasonable request and escalate my email as needed to resolution. I appreciate your time and consideration.

  Business Response

  Date: 07/06/2023

  Pride Mobility contacted the mobility dealer that sold the power lift recliner to the customer. As outlined in the complaint, the customer experienced several issues with the chair and was seeking a refund for the purpose of purchasing another product.
  
  Based on that request, Pride offered to return the unit for credit under warranty, but the mobility dealer has refused this offer, citing that commissions for the sale have already been paid. However, the dealer has agreed to a full replacement, including delivery, and scrap of the original product pending approval from the customer.
  
  Should you have any questions, please do not hesitate to contact me to discuss. Thank you.
  

  Sincerely,

  *************************, Pride Mobility

  Customer Answer

  Date: 07/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************
  

  Customer Answer

  Date: 08/02/2023

  I agreed to the terms of resolution presented for the complaint several weeks ago through the BBB portal but nobody has contacted me or followed-up to have the chair replaced. It has now been quite some time.

  Business Response

  Date: 08/25/2023

  Pride
  Mobility has contacted the mobility dealer that sold the power lift recliner to
  the customer. Pride is working through the dealer to move forward with
  expedited replacement.

  Should
  you have any questions, please do not hesitate to contact me to discuss. Thank
  you.

  Sincerely,
  

  **** ********, Pride Mobility

  Customer Answer

  Date: 09/04/2023

  Hi ******* - we still have not been contacted by Pride or the local dealer for a replacement. This is not resolved at this time.

  Business Response

  Date: 09/22/2023

  Pride
  Mobility reached out to the local dealer, ******** ****, located in Denver, CO.
  The dealer indicated that delivery of the replacement unit and pickup of the original
  unit were completed on Monday, September 18, 2023.
  
  Should
  you have any questions, please do not hesitate to contact me to discuss. Thank
  you.
  
  Sincerely,
  
  **** ********, Pride Mobility

  Customer Answer

  Date: 09/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. A replacement chair was provided and we're happy with the resolution. Thanks so much!
  
  
  
  Regards,
  
  
  
  ***** ***
   
  

• Initial Complaint

  Date:06/09/2023

  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.

  I purchased **** **** scooter just over a year ago after owning this piece of crap for two months it started giving me problems. I called my dealer and complained it was in the summer of last year. They’ve been out now about five times the dealer turned it over to the pride, representative, **** ******* they have replaced just about everything in the Scooter and the problem still exists. i’m afraid to use the Scooter as if I get away from home and it breaks down I am completely handicapped cannot walk. What do I do? I can be approximately a mile away from home and all Green lights go off and of course I panic. This is been going on for over a year and I wait and wait for a decision to be made. What good is a warranty if they don’t honor it I have not been in contact with the company Direct except through their company representative ****, who has been excellent, trying to help me still nothing is being done he states they’re thinking about it. In the meantime, I who am completely crippled my only means of transportation out of my home is this scooter I bought from these people and cannot use it. Don’t know if I’ll get home or not. it is causing me a lot of stress since I can’t even go to the store.

  Business Response

  Date: 06/27/2023

  As outlined in the complaint, a Pride Mobility sales representative has been in contact with the customer for several months regarding the stated issues with their **** *** 3-wheel scooter.
  
  Our representative, with whom the customer had a positive experience, made diligent efforts to assist the customer for nearly a year, although issues with the scooter persisted. Eventually, an invoice was requested for proof of sale so that the scooter could be replaced under warranty.
  
  On June 12, 2023, it was determined that the customers scooter would be replaced at no additional cost. A mailing address for the local dealer was provided, and the following day, a Return Authorization was established. Pride expects this resolution to be suitable.
  
  Should you have any questions, please do not hesitate to contact me to discuss. Thank you.

  Sincerely,

  *************************, Pride Mobility

• Initial Complaint

  Date:05/23/2023

  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.

  First of all you must understand that I am a senior citizen with multiple health issues. I will also provide you with the serial and model # that you may have the important dates in front of you. ************** ***********. Initially I took my broken 4 wheel scooter to Mobility City due to advertisement stating they could fix ALL types of scooters. After 2 months of excuses I visited them and was offered the option to Rent a scooter at $200. a month. After 2 months of rental, I visited again and was graciously offered the option to purchase the rental scooter at a discounted amount, and on a payment arrangement that is not normally offered. The amount I eventually paid was 800. The original price was 900. I was told they couldn't find the paperwork on the broken scooter, and would combine the new scooter paperwork with the old once they found it. Apparently they never found it and after multiple phone calls I gave up asking. All was good until Feb of 23. So I took it in to be serviced. I explained in detail what it was doing. When I picked it up they said it was fixed. It came out of my truck and did the exact same thing half way down the sidewalk. Took it back. Said it was fixed and it wasn't yet again. But this time it was 2 days away from the warranties end. Now they want money for labor, 97.00, and say they charged the battery and rebuilt the brake. I am sure they still did not fix the problem because now they say it was a favor that they even looked at it the last time because it was out of warranty. Then I'm told it only lasts for 18 to 24 months. I feel as though I wasn't helped, but smooth talked into a scooter that was not what I needed. Please help me. I am in need of a working scooter. Now when I speak to them they are harsh and accusatory that I abused its use as well. It's not bad enough that I'm having issues, but to be harsh with me is just wrong.

  Business Response

  Date: 06/05/2023

  Pride Mobility contacted the mobility dealer that sold the unit to the customer. According to our records, and as outlined in the customer’s complaint, the product was taken in for service on February 17, 2023, due to an issue with the throttle pot.
  
  During this service, according to the mobility dealer, the scooter was left on, which drained the batteries and required a “jump”. In addition, a technician rebuilt the brake assembly due to its damaged state. The labor cost incurred for this service amounted to $97.50. The customer had brought the product in for service three previous times, at no charge. On May 31, the customer paid the cost of labor and rode the scooter to their vehicle.
  
  Although the customer has not contacted Pride directly, we would be happy to review any specific requests they may have for further resolution.
  
  Should you have any questions, please do not hesitate to contact me to discuss. Thank you.

  *************************, Pride Mobility

• Initial Complaint

  Date:05/03/2023

  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.

  I ordered a medical scooter from *************. It was ordered on 04/20/2023, and it is now 05/02/2023 and the thing never worked after I unbox it. To say I am disappointed is an understatement. From what I understand, the scooter came with an in-home warrantee. I called the people I bought it from, and they told me that they would file a complaint with the Pride manufacture. After a couple of days I called them to find out what was going on as it did not work. This was over the weekend and they were closed. Monday I called back, and they again told me it was out of their hands. I called the manufacture, and they told me that the repair order had been given to another company and their tech would call me. Nobody has called me. The scooter still doesn't work and the power light still doesn't come on when the switch is activated. I bought it from what I thought was a good company based on all the videos they had on ******** I am now out of patience, but don't know where to go from here. All I know is it cost me good money and the thing doesn't work.

  Business Response

  Date: 05/18/2023

  Pride Mobility contacted the customer regarding their complaint. As outlined in the complaint, the customer noted that the scooter they ordered did not work properly after unboxing it, with the power light not coming on when the switch was activated.
  

  In response to this complaint, Pride arranged an evaluation with the customer regarding their product. The evaluation was conducted on May 11, 2023, and the determination was that new batteries and a new charger were needed to resolve the matter. Pride is in the process of setting up a continuation to provide the customer with those items at no cost.
  
  Pride expects this resolution to be suitable. Should you have any questions, please do not hesitate to contact me to discuss. Thank you.
  
  Sincerely,
  

  *************************, Pride Mobility

  Customer Answer

  Date: 06/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have been dealing with this scooter since April of 2022. I have used the scooter once. My normal routine is to check the scooters I own every morning by turning them on and checking that they work. My ******* scooter works fine. My Trans Port Works fine. My ****** ********** scooter works fine. Unfortunately, my Pride scooter now doesn't work and will not turn on when the key is inserted. Enough is enough. I'm tired of dealing with it. Pride keeps telling me that a tech is coming, but I get a phone call from them, and it is working when they call. The next day, it doesn't work? I ordered this scooter based on the reports about the Pride company, but now it's not true.
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 08/08/2023

  Per our previous correspondence, Pride Mobility arranged a continuation with the customer on August 3, 2023 to evaluate their unit.
  
  Once repairs were made, the unit began to work properly, and the customer signed a service receipt to acknowledge the necessary work had been completed (form attached). Pride expects this resolution to be suitable.
  
  Should you have any questions, please do not hesitate to contact me to discuss. Thank you.
  

  
  Sincerely,
  
  *************************, Pride Mobility

  Customer Answer

  Date: 08/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************