ComplaintsforA & J Mobility

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My handicap accessible van conversion (for my special-needs son) was completed last month (June 2022). The work was done though A&J Mobility out of **********, ** (who is a ***** Ability dealer). I repeatedly expressed a need for a hitch throughout the modification process given the large amount of equipment needed for my son when we travel. I should mention that the van did have a hitch (less than a year old) installed when it was taken for conversion. At no point was there any mention that the existing hitch would not be installed on the van. When I received the van back it did not have a hitch and after many emails back and forth was told that the existing hitch could not be reinstalled as it was an aftermarket hitch and not crash tested though *****. I asked that the hitch be returned to me but A&J said they no longer had it. I was offered a comparable replacement or a refund (labor, and hitch). I took the van to our local Chrysler dealership to have it looked at to see if another hitch could be installed. They told me given the method of conversion a hitch was not possible. A&************ assured Chrysler it could be done so they requested the van be taken back again to Chrysler so that pictures of the conversion could be taken and sent to a specialist in *********. After looking at the conversion the specialist informed Chrysler that a hitch installation was not possible. I'd like to add that I was told multiple times that a hitch could be installed but given the new method of conversions I'm now being told it's not possible. I want to reiterate that a hitch is a MUST for a family and the van does less now to meet our needs than before. Issues Failure to return original equipment when asked (i.e. hitch)Failure to inform us that a hitch could not be installed OR Provide a vehicle with a hitch (or capable of a hitch installation) despite this being expressed multiple times Failure on (*****) to provide contact information to make a formal complaint

  

  Business response

  07/28/2022

  To whom it may concern,

  Please see attachment for response from A&J Mobility / *****.

  Thank you,

  Nik Remaker

  A&J Mobility

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

  Customer response

  08/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 
  
  Before determining if the action will resolve the dispute we need to know what the reduced towing capacity is.  Currently this is the only vehicle that we own able to tow our boat.  If we are no longer able to tow our boat the issue will not be resolved.  In addition, we need to know if a light kit can be installed by our local dealership.  We planned to pay to have this completed after the van conversion.  
  Regards,
  
  ***************************

  

  Business response

  08/02/2022

  8/1/2022
  The original towing ******** of your vehicle was not changed by *****. The removal of the ***** hitch and subsequent replacement with either another ***** hitch or replacing with a Chrysler hitch will not alter from the vehicles towing ******** prior to conversion. Your towing ******** maxes out at a ******** of ***** pounds.  This is the ******** direct from Chrysler.
  Had your vehicle had the Chrysler, factory installed tow package your max ******** would have been ***** pounds.  Your 2017 Chrysler did not have this package.  The Chrysler Tow Package option includes Trailer Tow 4-/7-pin wiring harness, Class ll ****** hitch receiver, Trailer Sway damping, Heavy-Duty radiator and 220-amp alternator. 
  See information below from letstowthat.com
  https://letstowthat.com/chrysler-pacifica-towing-capacities/
  
  2017-2020 Models:
  The 2017-2020 Chrysler Pacifica's had a maximum towing ******** of either ***** pounds or ***** pounds, depending on whether or not you had a tow package installed on the vehicle.
  The chart was identical for 2017-2020 models (except for 2017-2019 hybrid models) and is easy to read the data since there was only the 3.6L engine offered with an automatic transmission.
  To answer your question about the wiring for trailer lights, that can be added by the company of your choice.  Using Chrysler parts is recommended to keep it as close to factory as it can.
  Thank you,
  Nik Remaker
  A&J Mobility

  Customer response

  08/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I appreciate the response and the proposed solution but I need to know what the decreased towing capacity is given the modification.  The van is currently rated to tow ****lb but with some modifications from Chrysler the van could reach the 3600lbs (if equipped correctly).  In a previous email you stated there would be a slight decrease in the van's towing ability.  My husband and I had planned to use the van for towing a trailer with ***** equipment so we need something a little more specific than "slight" so as not to tow *******************************************************************************************************

  

  Business response

  08/05/2022

  Your 2017 Chrysler did not have the factory tow package.  The Chrysler Tow Package option includes Trailer Tow 4-/7-pin wiring harness, Class ll ****** hitch receiver, Trailer Sway damping, Heavy-Duty radiator and 220-amp alternator.  The vehicle lacking the above items is what causes the vehicle to have reduced capacity of **** pounds.  The reduced capacity is not a result of the ***** modifications.

   

  Thank you,

   

  Nik Remaker

  Customer response

  08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Thanks for the response but I still don't have an answer as to what the decrease in towing capacity is post-modification.   

  Last week I spoke with our Chrysler dealership and the rep confirmed that the van (pre-modification) was rated to tow 1500lb.  The van (if equipped with larger cooling fans) could tow up to ****lb; however, I was advised against towing these recommended weights given the conversation Chrysler had with A&J about the increased weight of the vehicle from the modification and how this affects the overall towing capacity.  The Chrysler rep suggested that I follow your recommendations on towing but I still haven't gotten an answer to what the vehicle is capable of towing given the increased weight of the modifications.  Again, you had stated a "slight" decrease but have not provided me specifics so I'm left unsure of what "slight" means.   I'm asking that you provide me with the new towing capacity (an actual number) so that I know what the vehicle can tow so as not to put too much strain on the engine/transmission. The vehicle weighs more after the conversion then it did prior to the conversion.  How does this affect towing capacity as this is not something that was discussed with us prior to the conversion, knowing that we wanted a hitch and planned to tow a basket and/or trailer with the van.
  
  Regards,
  
  ***************************

  

  Business response

  08/15/2022

  A&J Mobility is not aware of any reduction in towing capability due to the conversion being added.  When a Chrysler factory hitch is used, the towing capability is reduced to ***** pounds per the Chrysler guidelines on towing.  Generally speaking, the capacity that is most commonly affected is the cargo (load) carrying capacity within a vehicle which is listed in the drivers door jamb.  This increase or reduction is not related to towing capabilities.
  
  We are hopeful this answers your questions.
  
  Thank you,
  
  *********************

  Customer response

  08/15/2022

  [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.  Please contact us as soon as possible to set up the work to install the new hitch.
  

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

  
  

*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. ↩