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

• 

  MobilityWorks

  1012 Seco Rd Monroeville, PA 15146-1448

• 

  MobilityWorks

  5460 Campbells Run Rd #100 = Crafton, PA 15205

• 

  Mobility Works

  5105 Route 33 Wall Township, NJ 07727-4003

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:02/17/2025

  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.

  December 2024. A man named ***** ********* walked up the hill and came to my home saying I had made an appointment with him. I had not. It was cold so we went into my daughters house with my grandson *****. Sit at the kitchen table. He said I asked about stair lifts. But they are too expensive so he pulled out a book of scooters that would get me up the hill with no problems. Waited months to get it because of the snow and he was sick. A man named *** brought the scooter and had me sign paper work, but no copies and said the company would sent them to me via e-mail. I have no paper work to this day. Tried to get the scooter to take me up the hill, it will NOT. Called the company they sent ***** here a few times to check the scooter. Then he says he didn't realize I wanted it to take me up the hill. He said he would get back to me and see if we could create a path to get me up the hill. It has been weeks since we talked and texted. No word from him. I am 74 years old and have to take many steps up to my daughters house, go through her front door and out her patio door through to steps down to the yard and across the yard and up my steps to get into my house. This is horrible. Please help me. Thank you . ***** *******

  Business Response

  Date: 02/28/2025

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by Ms. ***** ******* against MobilityWorks of ************ **.
  Our General Manager promptly contacted Ms. ******* and personally visited her home to understand her specific needs and how she intended to use her scooter. During this visit, it was determined that Ms. ******* wished to use the scooter outdoors to climb a grassy hill. Unfortunately, the model she purchased is not designed for such terrain.
  Understanding that the product would not meet her requirements, we agreed to allow Ms. ******* to return the scooter for a full refund. We believe this resolution is in the best interest of Ms. ******* and demonstrates our commitment to customer satisfaction.
  Please let us know if there are any further steps, we need to take to resolve this matter.
  Thank you for your attention to this issue.

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

  Customer Answer

  Date: 02/28/2025

  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 wish to graciously acknowledge the BBB and Mobility Works on my behalf for this outcome. I THANK both the BBB and Mobility Works and look forward to receiving my refund. ***** ******* ** ** *** *** *********** ******* ***** telephone ************. 

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting approx. mid Oct. Took Handi-cap Van into business to repair problem with handicap ramp. I was told three wires were broken and had a weak motor. Asked to bring van back in on following Wednesday for repair. I took the Van in. Told wrong motor was ordered. A week later, took Van back in, told motor would be in. I gave Mobility Works an amount of money for repairs. I was given a loaner vehicle for one week. Each time I called, I was told that the van was ready except for putting it back together. Approx. seven weeks later. i told Mobility Works to bring the van to my residence. I had to contact an attorney to get Mobility Works to bring the van to my residence. When they brought the van, told that no repairs were made. I was told to find someone to fix and they would pay for the repairs. ***** will not release the wire diagram for the van. Since they made the problem worse, I need to van fixed. Wife is in a wheelchair and can not leave the house because she has no transportation.

  Business Response

  Date: 01/16/2025

  Dear *** ********

  
  Thank you for sharing your experience with us. We apologize for the delays and miscommunication regarding the repair of your handicap van. We regret any inconvenience caused and understand the frustration this situation has brought. We have recently moved your van to our Nashville location for further diagnosis and provided you with a courtesy rental vehicle. We are committed to resolving this issue and improving our service.
  We appreciate your patience and understanding as we work to make things right.

  
  Sincerely,

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

• Initial Complaint

  Date:12/26/2024

  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.

  Our handicap van ramp ceased to work. I looked on the web for a service provider for this handicap equipment. The nearest repair was in ********** **. I contacted Mobility Works via cellphone to set an appointment. The soonest date to bring the van to Mobility Works was the 10th of December at 10 AM. During this call, I explained the problem that I was able to observe through the manual ramp crank access. I shared with them that I could see a pulley that was freewheeling and that it appeared to have a set screw missing. I arrived on December 10th a few minutes early and proceeded into the showroom where the man at the counter greeted and I said I had an appointment for 10 AM to give me an estimate on a handicap ramp that would not deploy and reminded them of what I had observed about the pulley. They took the van into the service shop and came back after less than an hour with an estimate over $1400. I said I need it fixed for my wife to access the van. So, he said that they didn't have the parts, and I would have to pay for them in advance before they would order them from ****. I proceeded to pay Mobility Works for the parts. Upon returning to ****** **. I noticed that the floor that allows access to the ramp was not removed because of the dirt (And later on by the rusty bolt that was difficult to remove) So, with the help of the wife's cousin, I removed the trim and floor to access the ramp and mechanism. I noticed that the pulley shear pin and set screw were missing. I found the shear pin in the enclosure below the pulley and proceeded to put the shear pin and set screw back in and the ramp worked as designed. I placed the floor and trim back. Thus, if Mobility works would have done what is expected they could have charged me for one or two hours ($175 per hour) of labor and $10 in parts and had a happy customer. Not So!!!! I want no charges from Mobility Works and my deposit for parts refunded.

  Business Response

  Date: 01/07/2025

  We have reviewed Mr. *****’s complaint and found that we could have handled the situation a little better.
  The repair estimate that was provided to Mr. ***** was provided by a technician inspection that did not require him to remove the floor to gain access to the part that was causing the issue. He was able to see that the pin that connects the parts together that were causing the ramp to malfunction was missing. That pin only comes with the assembly that was quoted to repair the issue, so the price quote he received was for that part.
  Mr. ***** is correct that if the Technician would have requested additional diagnostic time he could have removed the floor and possibly located the pin that had come out, while there is no guarantee that the pin would have been found and that it would stay in place, it would have been worth the time to search for it with the customers approval for the extra time.

  
  After discussing this with the Technician we have decided to agree with the client and have already processed a refund for not only the parts deposit but for the diagnostic time he was charged.

  
  We do feel like there is an issue with the assembly that is allowing the pin to fall out and that Mr. ***** could have issues again in the near future which would require replacement of the Trolley Pin Assembly and hopefully with our resolving this issue the proper way, he will consider the future repair at that time.
  
  Thank you,
  ******* **********

  Service Manager-********* 

  Customer Answer

  Date: 01/07/2025

  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

  Date:12/05/2024

  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 had a stair lift installed in our home for my husband 4/1/2024. From Mobility Works ******** *********. Consultant ***** ****** ************ My husband passed away 7/29/2024, very few times in the few months of usage.We were told that they would buy our chair lift back, at any point in the future. With a warranty that doesnt end till 4/1/2025.I contacted the sales *** 10/2/2024, I left him a voice mail, telling him I was in no longer need of the stair lift and wanted to know about their buy back, as he had explained to us. 10/2/2024 He returned my call and told me he would have to get back to me, after he checked with his boss. Recalled him 10/9/2024 because of no ***ly and again not available.10/13/2024 I called again no ***ly was told he was out on medical 10/14/2024 he told me yes he had checked and they were offering $500.00 for a unit that we fully paid $3,435.00 He started with all the company reasoning of it was adapted for us theyd have to refurbish it, and if it would be used with an additional stair lift. As I boldly said youve got to be kidding me, thats not what we were told by you. He made no mention of other than we will buy them back as we asked about the service.When I then said well, I dont know will have to see how we can sell this then and I have to decide what to do.He immediately said, well dont do it on FB marketplace they dont want that stuff on ******** I started looking after the phone call and realized a lot are on Sale on FB marketplace.People state they have warranties or will install ******* are they buying them back cheap and having someone re-install them for almost full price again.But my concern is I dont need this stair lift and am more concerned about my $ re-imbursement that was definitely mis-leading to myself and my husband with the verbiage he used for the Sale.$500.00 shame on them, usage for just 3 months, should be quite close to original cost.

  Business Response

  Date: 12/11/2024

  To Whom it May Concern:

  Our GM in ********* was made aware of the situation and he called promptly as our home access consultant is out on medical leave. While our policy is to buy back used stairlifts, we do take a few items into account. We replace the batteries before resale, and we also typically need new or additional railings to fit into the next end-user's home. Further, our buyback price includes the cost of removal/uninstallation at the client's home. Once our GM was made aware of Mrs. ******* concerns, he called and discussed a buyback figure that she was amenable to, and she accepted. We will work to expedite her payment and retrieve the equipment that is no longer needed in the home.

   

  Thanks 

  *** ********

  Regional Vice President

• Initial Complaint

  Date:11/08/2024

  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 got a ramp put on my mother's home who is wheelchair bound. The gentleman who handled it told us to call us if there was any problems he's no longer with the company he left a customer service number. I have called this number numerous of times probably more than 15 times and left messages no one has called me back. The address where the ramp went is ***********************************************************************. It may be in my name **** ******* or my stepfather's name **** *****. Both of them have dementia so I'm handled their business. The ramp has a gap in it there's more than 2 in wide which is a hazard and it feels like the ramp is about to fall over. Therefore it's not secure and we call for someone to come out to secure it and fix it and no one has called us back.

  Business Response

  Date: 11/12/2024

  Hello,

  The Akron location unfortunately did not receive word of ************ concerns until today. Once the store was made aware, our Home Access Consultant connected with her to address the ramp issues. The General Manager sent technicians to make the necessary repairs needed to ensure Ms. ********* satisfaction. The consultant has also provided Ms. ******* with her cell phone number in the event that she needs anything further. 
  
  Thanks! 
  
  Lou ********
  Regional Vice President
  
  

• Initial Complaint

  Date:10/04/2024

  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 purchased a Stairlift Chair from this company, two years ago. I have had repeated problems with it and have had to have it serviced multiple times. I am charged a fee just to have them come to look at it. ($230) It still does not operate properly. I have called repeatedly and after at least five calls without a callback, I must take further recourse. I am disabled and this chair is a necessity to get into my home. I have 17 stairs up to the only entrance. I have been left stranded in my house or stuck at the bottom, unable to go up. I have had to replace the batteries twice already and other expensive parts, plus labor. The initial cost of this chair was $12,000 and there have been these issues since day one. They wouldn’t even schedule an appointment for me, unless I paid their service call fee, up front. I am a handicapped senior citizen, on a fixed income. So this has been an extreme financial burden from the get go. I would appreciate any assistance or advice you could provide to help me with this situation. Thank you. ** ******

  Business Response

  Date: 10/15/2024

  To Whom It May Concern,
  
  Thank you for bringing this matter to our attention. We take customer feedback seriously and strive to provide the best service possible.
  
  Regarding *** ******' concerns, our last interaction with her occurred on June 11, 2024, during a service call. Since that date, we have not received any communication from her, despite her claims of multiple calls. We installed a Bruno exterior ELITE custom curve stair lift for her on February 23, 2023. At that time, **. ****** was not present for the installation, but we returned shortly thereafter to explain the lift's functions and provide her with the necessary manuals and remote controls.
  
  We have documented three service calls to her residence:
  
  1. Service Call #1 (August 25, 2023): Upon her return from an extended absence, the lift was not operational due to the battery charger being unplugged, which led to battery depletion. **. ****** was charged with a new set of batteries and the service call. The stair lift itself was functioning after this service, but the remotes required additional attention.
  
  2. Service Call #2 (September 5, 2023): We replaced the warranty circuit board and reprogrammed the remotes at no charge for the service call itself, although we charged for the labor involved.
  
  3. Service Call #3 (June 11, 2024): The lift had stopped mid-rail due to dead batteries. We provided new batteries at no charge under warranty and ensured the lift was fully operational again.
  
  In total, **. ****** has paid $781.25 for services, with $434.75 attributed to the initial issue related to her unplugging the charger. We have implemented a policy to charge for service calls in advance to mitigate instances of non-payment after service completion.
  
  After being made aware of **. ******' ongoing concerns through the BBB complaint, we proactively reached out to her and scheduled a complimentary service visit. We confirmed her correct contact details for future communication. During this visit, we ensured the lift was operational and arranged for warranty parts to be sent to address her current issues, with no additional charges planned for installation.
  
  We truly appreciate **. ******' patience and understanding, and we are committed to resolving her concerns. We hope the corrected contact information will help facilitate better communication moving forward.
  
  Sincerely,
  
  ******* *********
  Regional Vice President
  
  

• Initial Complaint

  Date:09/23/2024

  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.

  01/30/2024, I bought a wheelchair van from Mobility Works from their website. Immediately, I experienced an electrical issue with the key fob. Mobility Works towed to the East Hartford Connecticut location. About a week after returning the van, it happened again. 2/28/2024 I returned to the dealer with no resolution. I was told to bring it to a Dodge dealer for further help. Shakers Dodge, in Watertown CT, had my van for over two months. Shaker's tried to contact Mobility Works for detailed service history information. After running the VIN number, Mobility Works told Shakers Dodge that this vehicle has a history of electrical issues and the conversion (Eldarado Conversion) can't get parts for it. This is when Mobility Works East Hartford stopped all phone conversations with Shakers. When I purchased the van, I was told and given a clean carfax report. Shakers tried unsuccessfully to contact Mobility Works East Hartford many times to get the repair history. Mobility Works will not return their calls. I called Mobility Works East Hartford. They say that I was only there once for service on 02/12/2024. They NEVER gave me an invoice from the 02/28/2024 visit and are saying I was not there on that day. I have phone records that prove I was there with actual pictures of their lobby. Mobility Works failed to disclose to me all of the electrical issues and the fact that there are no replacement parts for the conversion. I would never have purchased a vehicle with electrical issues or no ability to buy replacement conversion parts. The story is more detailed but I feel that Mobility Works not disclosing the vehicle's true history was misleading and an unfair sales tactic taking advantage of a special needs family. Shakers Dodge says this van is unsafe to drive. ***** from Shakers has advised us to contact the BBB because of Mobility Works failure to continue conversations with both myself and Shakers.

  Business Response

  Date: 10/04/2024

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

  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.  Members of our leadership team have reached out to Mr. ****** and to Shakers to clarify any questions and concerns.  We are currently working with Mr. ****** to resolve the situation and get him back on the road.

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

  Customer Answer

  Date: 10/10/2024

  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. Mobility Works has contacted me. Though the process has not been completed yet, the process of rectifying the issue has begun. We are working together along with Shakers Dodge to resolve the issue.

• Initial Complaint

  Date:07/20/2024

  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 reached out to the company regarding needing a wheelchair ramp for my aging mother. She was diagnosed with *********** Disease in January of 2023. My mom was living with me and I was her care giver. She was total care. It took the company about a month to get the ramp installed and unfortunately 3 weeks after getting the ramp my mom deteriorated rapidly and unexpectedly due to a fall. I contacted ***************** the sales representative immediately and told him momma had come home from the hospital with hospice on June 29th. He was very nice and understanding. I stated that I needed to return the ramp if at all possible. He said that he should be able to work something out and use the ramp as a rental. I said "a rental" I did not get offered that option. *** chuckled and stated that the guy that handles refunds is on vacation and he needed to discuss this with him and call me back on Monday. The ramp is financed in my name through Affirm. I made a huge mistake in filling out the financing in my name instead of my mothers. I told *** that the refund would need to be issued to Affirm. One week later *** contacted me and I told him that my mom had passed away on July 6th. He gave his condolence's and then told me that he talked to the president of the company and the president of the company was only willing to refund me 15% of what I financed, which was ******* dollars. To me that was a slap in the face. I was never offered a rental and with all the stress I was under I made the financing in my name under duress. Any help would be greatly appreciated. Thank You

  Business Response

  Date: 07/29/2024

  Dear Better Business Bureau,
  
  I hope this message finds you well. I am writing to address the concerns raised by ********************************* regarding her experience with our company. We deeply regret the unfortunate circumstances surrounding her request for a wheelchair ramp for her aging mother, who was diagnosed with *********** Disease.
  
  Upon receiving ************************** request, we aimed to provide timely assistance and support. However, due to unforeseen circumstances, it took longer than expected to install the ramp. Regrettably, shortly after the installation, ************************* mother experienced a rapid and unexpected deterioration in her health, resulting from a fall.
  
  Understanding the urgency of the situation, ********************** promptly contacted our sales representative, *********************, to discuss the possibility of returning the ramp. ************** expressed his condolences and indicated that he would explore potential solutions, including the option of using the ramp as a rental. We apologize if this option was not clearly communicated at the time.
  
  It is important to note that the ramp was financed in ************************** name through Affirm, inadvertently causing additional complications during this challenging period. ********************** informed ************** that any refund should be issued to Affirm.
  
  We have reached an agreement with **********************. We will proceed to uninstall and remove the ramp system, taking into account factors such as installation,uninstallation, depreciation, and use. As a result, a refund of $4,500.00 will be issued to *********************************.
  
  We sincerely apologize for any distress caused and deeply sympathize with ********************* during this difficult time. Our team is committed to providing exceptional customer service, and we appreciate ************************** understanding as we work towards resolving this matter.
  
  If you require any further information or assistance, please do not hesitate to reach out to us. We value the opportunity to address any concerns and ensure customer satisfaction.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *********************************
  Regional Vice President

• Initial Complaint

  Date:07/18/2024

  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 purchased a modified van to transport my wheelchair bound wife in September 2023.I had a number of problems with the van. The latest problem concerns the hybrid engine. The vehicle does not operate. I hove no transportation and they refuse to provide or pay for a rental. They dont know how to repair the vehicle.

  Business Response

  Date: 07/23/2024

  Hello,

  As the Tader familys servicing dealer we will continue to make any repair needed to correct the issues under the manufacturers warranty.  We will be reaching out to VMI, the conversion manufacturer, to see if we are at a point where they require the vehicle to be returned to them for further repair.  We will also see if they will authorize rental unit for the client.  If the vehicle continues to fail, we will work with the manufacturer to replace the unit.  Ultimately we want to satisfy the family but need to work within the manufacturers policy.
  

  Sincerely,

  *********************
  Senior Vice President of Operations

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband had a stroke and has limited movement on left side, uses a wheelchair. Went to Mobility Works 3/27/24 to see about getting a wheelchair accessible van. Told salesman criteria for getting van was to be able to transport my husband and have a reliable vehicle. Was shown a van. Asked about other options. Was told none were available and someone else interested in purchasing the van. Purchased the van for $64,768.50. On 4/24/24, van ramp didn't work. Was parked in my driveway but unable to lower ramp to get husband out of van. Was after 5pm. Called emergency roadside assistance. Remote tech unable to provide assistance. Call transferred Mobility Works. Asked if salesman could assist. He came to house, initially unable to activate ramp but eventually showed me button to override the system. On 4/27/24, loaded husband into van but unable to close ramp and door even with use of override button. Called roadside assistance again. After listening to music on phone, call was dropped. Called again. Was told they could tow the van. Would be unable to tow van since ramp extended from the van. Override button did not work. Eventually able to bring ramp in by pushing and holding VMI button. Ramp moved about 6 inches, stopped, then retracted 6 more inches until in the van. Was able to call Mobility Works. They said they would send out technician next week. Made arrangements for Thursday, 5/2/24. At that time key fob didn't unlock van. Key in the fob did not initially work. Was able to get van towed to facility. Told manager I did not want to keep the van. He said he could refund $52,000. After "checking with corporate," would refund $56,000. Van was driven 270 miles in my possession. Asked about seat belt for securing wheelchair occupant. Was told seat belt was in back of van but salesman verified that it did not fit and would order another one. Did not receive any written instructions on ramp system. I do not feel that I can trust the ramp system in providing safe transportation for husband..

  Business Response

  Date: 05/13/2024

  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. After several conversations with and a visit to ***. ******* home, we were able to address the issues she was having. We remain committed to serving the community, to “Be There for all wheelchair users.” 

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

  Customer Answer

  Date: 05/16/2024

   I am rejecting this response because: I am asking for a full refund in 
  returning a wheelchair accessible van to Mobility Works.  I do not trust the vehicle to safely transport my husband who is wheelchair dependent. The ramp system was inoperable on 2 occasions:  Once being unable to remove my husband from the van due to the ramp not releasing and one  occasion when unable to retract the ramp into the van prior to driving.  The 24 hour emergency roadside assistance phone number was not able to provide a solution even after the call was transferred to a service technician.  After the van was towed to the dealership, I was told the ramp power switch was turned off.  Neither the remote technician nor the salesman who came to the house/van mentioned, used, or seemed to know about the power switch.  Upon my own investigation, I turned the power switch on and off and used the over ride button that was previously shown to me by the salesman to no avail.  The van came with no written instructions or manual for the ramp system.  When I asked about securing my husband if he chose to stay in the wheelchair in the van, I was told the seat belt was available in the back of the van.  When demonstrating how to use the seat belt by the salesman, it was noted that the seat belt did hot fit the receptacle and would need to be replaced.  I have little faith and trust in a company where the technician on the phone and the salesman who came to the house were not able to solve the problem.  I do not feel safe using the van for transporting my disabled husband. The van was in my possession for 35 days and was driven 270 miles.  I purchased the van for $65,000 and was offered a refund of $56,000.

  I bought the van in hopes of making my and my husband's lives more manageable and less stressful.  However due to repeated malfunctions and lack of follow through, this whole process has been an increased burden with much frustration and disappointment.  I no longer want the van and hope to have the money fully refunded.

  
  

  Business Response

  Date: 05/21/2024

  Hello,

  Please see the detailed explanation of the client's proble** and how we addressed them in the attached document.

  Customer Answer

  Date: 05/27/2024

  as it fails to address the crucial issue of the refund amount.  While the dealer asserts that the van functions properly, their lack of expertise in handling previous situations has left me questioning the safety of transporting my wheel chair dependent husband in this vehicle.  This has eroded my confidence in their ability to support us should similar challenges arise in the future.  

  The last refund amount verbally quoted by Mobility Works was $56,000 which falls short by approximately $9,000 compared to the purchase price.  This essentially amounts to $34 per mile or $265 per day the van has been in our possession.  Considering that the rental vehicle rates are more favorable than the proposed refund, it's evident that this offer does not adequately compensate for our loss.  Furthermore, if the van is indeed in high demand, it's not unreasonable to expect a full refund.

  I urge Mobility Works to reconsider their offer and provide a refund that accurately reflects our financial loss and the uncertainties we have faced.
  

  
  

  Business Response

  Date: 06/05/2024

  The van is reliable and safe. Unfortunately, after many conversations and visits to the clients home, **. ***** was still unable to work the upgrades properly. We made an offer to **. *****, but she has rejected it. We consider this matter closed. 

  Sincerely,

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