ComplaintsforMobility Works

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am 81 years old, who requires a wheelchair and mobility vehicle for transportation. Laurel ********************** has been in possession of my 2018 Dodge Grand Caravan, vin# ***************** for repairs since May 26, 2023. I purchased my car from ********************** on October 28, 2022, with the Mobility Guard Plus and Protection Works. Approximately six (6) months after purchase, I began having trouble with the vehicle starting. On May 26, 2023, my son-in-law ******************************* had to jump start the vehicle and attempted drive the vehicle to the Laurel **********************, but the vehicles power shutdown, which resulted in the vehicle being towed to **********************. We have made several telephonic calls and text message to Manager ********************************* concerning the status of the repairs. My son in law has had to physical drive to the office on separate occasions and the last being July 10, 2023. Manager ******* told my son in law that the vehicle was taken to the Dodge dealership, who could not determine what the problem with the vehicle. Manager ******* further stated that you were going to get the vehicle towed to another auto repair contractor and would contact my son in law by July 11th with an update. To date, you have not contacted us concerning the status of my vehicle or its repair. ********************** have not repaired my vehicle and failed to return calls and communicate with us concerning the vehicle. I just want my vehicle repaired and if not, replace the vehicle.

  Business response

  08/22/2023

  Hello,

  At MobilityWorks we strive to provide wheelchair users with the mobility, independence and personal freedom they desire.  As we listen to our clients concerns, we strive to provide value and operate with integrity.  A member of the leadership team has reached out to ************** to apologize for the delays and lack of communication.  We do not have the capability to complete the necessary repairs on her vehicle, but we are working with another local vendor to complete the work.  Our General Manager will remain in contact with ************** until the work is complete.  We remain committed to serving the community, to Be There for all wheelchair users.
  
  
  ***********************
  Regional Vice President
  4199 ****************************, Ste. 300
  ********* ,  ** 44286
  OFFICE:  ************

  Customer response

  10/02/2023

  [BBB transcription via chat]

   

  I never received any status other than someone calling me from Mobility Works that they are working to repair the van. What is my next steps?

  Business response

  10/06/2023

  Hello,

  At MobilityWorks we strive to provide wheelchair users with the mobility,independence and personal freedom they desire.  As we listen to our clients concerns, we strive to provide value and operate with integrity. A member of the leadership team has reached out to  **************. We remain committed to serving the community, to Be There for all wheelchair users.

  Sincerely,

  ****

  General Manager

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2008 Toyota Sienna from the ******** ** location on May 17th. On May 19th the check engine light, VSC light, and TRAC OFF light all came on. We were instructed by the salesman to contact the service department. After a week and a half and multiple attempts, we finally were able to contact someone and were told we could take the van to a shop of our choosing and they would pay for it to be fixed. After taking it to a shop, we were informed the van had significant rust damage and there was a coolant leak. We tried to contact the service manager on his cell phone and we’re not able to get in touch with him and did not receive a call back. We had to pay out of pocket to get the van out of the shop. We were finally able to contact the sales manager who informed us to bring the van into their shop and they would fix it. Mobility Works fixed the coolant leak (but blamed the other shop for causing it). They said they would have to order a part to fix what was causing the check engine lights. My wife was told she would be getting a call to let her know an estimate of when it would be in. Two weeks later we still had not received a call and could not contact the service manager. When we contacted the sales manager we were told they were waiting for us to tell them when we could come in for them to order the part. When my wife stated that is not what she was advised, the sales manager became rude with her. The next day she brought the van in to be fixed. Upon picking it up, the check engine lights were still on and it did not appear to have been fixed. Multiple calls have been made to this location in an attempt to resolve this issue and no one will answer or return our calls. The breaks have now begun to fail on the vehicle as well. We cannot find another shop to work on the van due to the amount of rust, and it is not safe to drive back to mobility works due to the breaks failing.

  Business response

  07/13/2023

  
  
  To whom it may concern,
  
  I am writing in response to the complaint filed against MobilityWorks by ******* ******* regarding Maintenance Issues on their 2008 Toyota Sienna. We take customer satisfaction very seriously and appreciate the opportunity to address this matter.
  
  Upon receipt of the complaint, we thoroughly investigated the issue to gather all relevant information. We understand the concerns raised by the complainant and, based on the information available, we would like to provide our response as follows:
  
  1. The Check engine light came on due to a faulty vehicle speed sensor. The sensor that was replaced.
  
  2. The Vehicle braking system was soft. This was due to a brake line that had a leak due to rust on the line and this was replaced.
  
  3. The vehicle had a coolant leak that was due to a crack at the radiator filler neck. The filler neck was replaced.

  
  4. Our Service manager will be keeping the vehicle until Friday July 14th to test vehicle several times to ensure all corrections are complete prior to returning the vehicle to the client.
  
  At MobilityWorks, we strive to provide exceptional customer service and resolve any issues promptly. We value our customers' feedback as an opportunity for improvement and growth. We regret any inconvenience caused to the complainant and assure you that we have taken the necessary steps to prevent a similar situation from occurring in the future.
  
  We believe this information will demonstrate our commitment to resolving the matter satisfactorily.
  
  Thank you for your attention to this matter, and we appreciate your assistance in resolving this complaint. We value our accreditation with the Better Business Bureau and remain committed to upholding high standards of customer service.
  
  Sincerely,
  
  ******* *********
  Regional Vice President
  MobilityWorks

  
  

  Customer response

  07/20/2023

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

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Mobility Works on Central Avenue in ******, ** for repair of hand controls. Service advisor states repair would be around $300 and that he had to order a part from ******. Received a phone call two days later stating the repair was done with parts borrowed from another customers vehicle and now the total bill is $800! Mobility Works performed repairs without discussion of change in total cost.

  Business response

  05/16/2023

  Hello,

  MobilityWorks team members work diligently to help our clients.  In this instance we had intended to complete these repairs without charge to ************** but inadvertently processed the work as a repair order, which created a charge for the client.  We apologize that this was not processed correctly and have since refunded the client his full payment.  At MobilityWorks we strive to provide wheelchair users with the mobility,independence and personal freedom they desire.  As we listen to our clients concerns, we strive to provide value and operate with integrity. We remain committed to serving the community, to Be There for all wheelchair users.

  Sincerely,

  ***********************
  Regional Vice President
  4199 ****************************, Ste. 300
  ********* ,  ** 44286

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 9,2023 I purchased a 2019 Dodge Grand Caravan that is designed to support handicapped individuals via a folding ramp for wheelchair access. It seats 5 including the wheelchair. I was assured that this van was equipped appropriately for the needs of my grandson and his wheelchair. After purchasing the van as I drove home on March 9th I noticed the the rear portion where my grandson is seated was scraping the ground. I contacted the dealership that same day and explained the issue. I took the van back on March 10th to have an inspection. Upon a test drive it was determined that the van was scraping. I was then told they needed to order a part and it could be fixed. A few days later the service person came and got the van and the repair was complete on March 20th they assured me that the repairs were successful. On March 22 I drove the van it was still scraping. I took the van to the dealership pointed the new damage from scraping and they said they said they needed to order another part and also they expressed a concern that the scraping area is under the gas tank. They came on April 21 a month later and retrieved the van and returned it on April 24th assuring that the issue has been resolved. I drove the van on April 25th and it is still scraping the ground. Each time I attempted to speak with management or some other representative during this stressful experience I either got dismissed, no return call or the runaround and blame game and I am now being ignored. I am a senior caring for my disabled grandson on a limited income. I need help in getting the issue resolved in a manner that is appropriate.

  Business response

  05/08/2023

  
  To whom it may concern,
  
  We have reached out to our Territory Manager, *********************,in order to get a better understanding of the details that pertain to the complaint filed by *************************. Please see the reply below.
  
  
  
  We have been very responsive to **************** and her family.Her son, ( I believe) ****** and **************** both have my personal cell.
  
  Initial complaint: The van is scraping on the street.(****** noticed that the driveway is at a slope and angle between driveway and sidewalk is sharp.)
  What she advised: It scrapes at bottom of her driveway and when she is driving in *************. ( Steep hills and arent very conducive to Mobility vans) . We noticed on her first return after delivery that the vehicles rear scrape plate ( designed to protect the relocated fuel tank) was bent and scrapped along with the exhaust tip showing signs of scraping.
  
  What we have done on her behalf and as a gesture of goodwill:
  Re inspected vehicle- We did notice that the rear suspension was compressing and had put a small dent in her exhaust system.
  Called and shared findings with Driverge. They said the vehicle was operating as designed and they had no work arounds or solutions to offer other than advising client that WAVs do have different handling characteristics. They did say that if we felt it necessary, we could replace the shocks and struts as the vehicle was converted with approx. 60k miles and they did not change them. Additionally, they requested we measure the height of ****************** van and compare against other Driverge units with same exact conversion. We did and the ride height is the same.
  Outcome- Replaced Shocks and struts at no cost to the client.
  
  She was still scraping, she came back with the family: so this was a time that ****** was visiting and ********************** and myself went out and looked at the van. We explained the why behind the scrape plate,remeasured the van ride height and agreed to preform three things to help-
  
  I, *********************, authorized the following:
  Putting a spacer kit on the vehicle: firms up the ride and raises the ride height by just under 1 inch
  Shaving down some of the exhaust tip.
  Trimming the scrape plate and bending the edges to a 90-degree angle to help prevent scraping.
  
  This work was done on April 21st. To make life easier, we went and picked up the vehicle at her home. What was missed, was we did not return the vehicle the same day. ***************** or ************** forget which,called the store at approx. 5:20 pm both were part of the conversation asking where the van was ( I didnt realize we had committed to a 1 day turn around) I apologized and told them that I could bring the vehicle to them between 8pm and 10pm as **************** said they had an appointment in the morning. ****** did most of the talking and then I offered to bring it at 7am Saturday morning if that was better. ****** then texts me saying that they wanted it back Monday morning, I restated my offer he said no Monday is fine.  I have the texts of our discussion and the agreement of Monday.
  
  I was told the van was returned without incident and have not heard anything since from ******.
  
  ****
  
  
  
  *********************
  Territory Manager
  **** ********************.
  ******* ,  ** *****
  
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON OR ABOUT SEPT 26,2022 ******************************** BROUGHT A VEHICLE TO SHOW ME THE VEHICLE AT MY HOME IN CORONA.I LIKE THE **** AND PURCHASED IT WITH A DOWN PAYMENT OF 20% THE BALANCE TO BE PAID IN CASH.IT MAY BE INTEREST TO KNOW THAT ***** IS NO LONGER WITH MOBILITY . AS FOR ME I AM DISABLED FOR THE PAST 3 YRS.AND SPEND THE ENTIRE DAY ON A WHEELCHAIR. MR. *********************** THE MANAGER HAS STOP SPEAKING WITH ME FOR SEVERAL MONTHS. HE IS AWARE I BUY ALL FOR CASH AND HE RECOMMENDED SOME PERSON TO ME TO SELL ME USED CHAIRS AT INFLATED PRICES. HOPING YOU CAN HELP IN SOME WAY.THANKING YOU SINCERELY.*****************************

  Business response

  04/26/2023

  Dear ********************,

  Certified Mobility Consultants such as *****, who remains a valued member of our team, work diligently to support and educate our clients on sometimes challenging vehicle modification operations. In ************************ case we worked closely with family members and provided wheelchair consultant support referrals. At MobilityWorks we strive to provide wheelchair users with the mobility,independence and personal freedom they desire.  As we listen to our clients concerns, we strive to provide value and operate with integrity. We remain committed to serving the community, to Be There for all wheelchair users.

  Sincerely,

  ***********************, MA, Esq.
  Risk Manager

  
  

• Initial Complaint

  01/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  -Date of transaction: 7-8-22, -Amount paid to mobility works: $427.38 -Business committed to provide the XL van-largest on their lot -Nature of the dispute: failing to provide the XL van as promised -the business has not tried to resolve the problem - Reservation number: **********  The full complaint is attached/uploaded in supporting documents in a word document as there weren't enough characters in this space to provide the full complaint. Please see attached. Thank you.

  Business response

  01/11/2023

  Hello,

  ******* did make a reservation for XL van. We received her reservation and confirmed. At that time, the XL van was rented out to another customer who was on schedule to bring it back to us before Miss. ********* reservation. However, customer who had rented out the XL van got stuck in ** and called her to extend her reservation since she couldn’t bring it back to us in time. At the point, it was impossible for us to retrieve it in time to bring it for Miss. *******. Unfortunately, this event was out of our control. Our drivers took two different vans for Miss ******* to try out to see which fits the best. She picked one and said that will work. We did the best we could given the circumstances. We have refunded the rental fee back to Miss. *******.
  
  Thanks,
  ******

  Sohrab Bashiri
  General Manager

  Customer response

  01/17/2023

   I am rejecting this response because my reservation was confirmed. ***** lied and stated at the last minute that the Toyota Sienna was bigger than the XL which even her own drivers acknowledged the Toyota Sienna was too small. We were not informed in advance that she did NOT have the XL van. She could have and should have did her due diligence and found us a replacement CL van at another location. Instead she chose to lie, provide poor customer service, inconvenience us and put my Grandmothers safety at risk. I also spoke with Sohrab the general manager who was of no assistance and provided no recourse. The company is too busy trying to blame the customer instead of taking accountability for their failures and poor customer service. I will accept the refund if they decide to send it. 
  

• Initial Complaint

  12/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The sales manager,**** ***** at Mobility Works in ********* lied to us about the buy back program and attempted to scam us

  Business response

  01/11/2023

  Please accept our apologies for the delay in response.

  Our regional manager reviewed the communications between the client and the store and responded with this..."I don’t see anywhere in *****s correspondence that he lied to the client or tried to scam him in any way. The client is unrealistic in his expectations of what the van is worth and seems reluctant to bring the van to us to fully inspect it."

  Also ...the GM stated that "We made several attempts to have Mr. ******* bring his vehicle in for inspection so we could appraise it and provide him with the best possible offer. Unfortunately, he still owes money on it and is asking well over what we would be inclined to purchase the vehicle back for."

  Sincerely,

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

  Support Center Receptionist

  Customer response

  01/12/2023

   I am rejecting this response because: they know full well about the type of vehicles they are and they "lowball" a customer who wants them to buy it back through a program they have and they give you only a fraction of what the van is worth and turn around and re-sell it for $50k. They have the exact same van on one of their lots and they are offering that at $45k. Just wondering how long they been scamming customers over the years taking advantage of families how desperately needs a handicap accessible van and they clearly take advantage of(scam)them. They're been several BBB reports that they "scammed" people out of lots of money only to get "sorry,contact corporate "and corporate not doing anything and leaves the person high and dry over something that they didn't want to fix because they screwed up(take responsibility).And another thing the company in question HAS NOT try to contact me about this or any other time to try to resolve this. I truly feel sorry for anyone who has to deal with this company because they WILL screw you over/scam you without blinking a eye and I believe that this company,in whole,needs to be throughly investigated for their actions.
  
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I use a wheelchair and require a modified ramp-van for transportation. In January, 2020, I purchased a 2017 Dodge Grand Cherokee from ****** Mobility Works (MW). I also purchased a bumper-to-bumper extended warranty for $4700. As soon as I signed for the vehicle I started having problems with MW. It would be a year before I could drive my van ********* August 2020, my backup camera failed. We took it to MW who said it was covered under our insurance and to take it to Armory Garage who did the repair work. The soonest appointment time was October 2, 2022. Armory okd the insurance coverage and began the diagnostic. Almost immediately it seemed, ****** told us they didn't touch the modification portion and it would have to go back to MW for that. MW verified the arrangement and said MV was acting as a subcontractor for Armory and would be paid by Armory when the job was finished. The back and forth trips went on for 2 months, with Armory maintaining contact with the insurance company throughout. Finally, Armory found a tiny piece of wire that had obviously rubbed back and forth against the wiring harness until it wore through the protective coating leaving it exposed to the elements and it started to corrode. It took minutes to fix. ****** then told us the insurance company refused payment and we needed to pay before they would release the van back to MW. We were charged almost $600 for the diagnostic.So, the van went back to MW without our even being able to verify that the problem had been solved. MW again told us not to worry about their payment because they would still be paid by Armory. Weeks later, the van was back together. MW said they had billed Armory for around $650 (more than Armory got ) and Armory refuses to pay. MW went on to say we can't pick up the van until Armory pays. Weeks later, ** tells us Armory will not even take their calls now. And my van sits...allegedly completed. ****** tells us they are willing to negotiate.

  Business response

  12/28/2022

  Hello,

  Our service manager, ******************* went to the car dealership again today to pay half the clients bill and the dealership is absorbing the other half. The client will be picking up their van today and has expressed how pleased they are that we got this resolved.They also said that they would write a retracting message on the BBB website.

  Sincerely,

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

  Regional Manager

   

  Customer response

  12/29/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I find it difficult to believe that MobilityWorks gave the car dealership money because #1  the car dealership charged us for everything and we paid it so they would release our van to Mobilityworks to put the pieces they were holding back on it, and #2 MobilityWorks would not release the van to us until Armory paid them. We have our van after 2 1/2 months because Armory eventually paid Mobilityworks.. Armory states they gave MobilityWorks money for their work on the modification portion of the van on their response as well. At any rate, this is between them and not my problem until something else on the van is in need of repair.. We did get the van back after 2 !/2 months during the Christmas season. I had only 1 day to shop before Christmas which was, sadly, Mobility Works fault. After we paid Armory, Mobilityworks did not go to get the van until the next week. Then, as I stated, they held it until Armory paid, which did not sit well with them either. But, its over. I have my van back and the Christmas season , which I dearly love, is totally over. Peace on Earth. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Braun lift was not deploying so we took it to MW ** *****. They gave us a quote $878 to replace 3 switches. My husband, being a mechanic, questioned the quote. Frustrated we went home and my husband found the problem. He adjusted 2 bump stops with 2 washers and adjusted Tower 1 adjustment screw for a Limiter Switch. What fraud or maybe incompetent. Stay far away, this was their 3rd strike. DONT DO BUSINESS WITH THIS PLACE!!

  Business response

  08/31/2022

  Dear Ms. ********,

  Thank you for taking your time to share your concerns and perspectives as it relates to the visit in our *** ***** store.  We understand you replaced a switch and made some adjustments to another to allow the lift to deploy.  Your dissatisfaction with our diagnostic estimates and subsequent replacement of the switch.  Your concerns of diagnostic repairs and fairness in pricing have been heard. We assure you that our diagnostic procedures and price quoting in *** ***** will align with our mission to serve our clients.  In accordance with our diagnostic tree, we will circle back with the technicians to ensure we’re following the protocols and ensure training and procedures are communicated.

  Sincerely,

  *** ********, Vice President of Service

  Customer response

  08/31/2022

   I am rejecting this response because:
  
  YOU CAN'T EVEN TELL THE TRUTH!!   No switches were replaced, just adjustments by my husband, as we discussed.  So all your perspective ** means nothing.  This store does NOT care about the

  disabled.  This store is all about MONEY not servicing  the disadvantaged population.  Your long winded response is total **, the fact is NOTHING was replaced!  So our 15 minute conversation went in one

  at out the other. OBVIOUSLY YOU DIDN'T EVEN LISTEN TO MY HUSBAND!!  What a shame that this store is allowed to deal with the disabled, your SO CALLED specialty.  As I said to you on the phone, this is

  the THIRD time we dealt with this store and each time netted the same results,  FRAUD or INCOMPETENCY, take your pick.  So maybe you can get together with your support team and come to a new

  perspective and finally fix the ongoing SCAM!!  AGAIN   NO  PARTS  WERE  REPLACED  BY  MY  HUSBAND!!

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are very disappointed with our Harmar scooter lift that was ordered from and installed by Mobility Works in Jacksonville. We purchase it in April 2019. The power extension and retraction mechanism broke February 2021, and was repaired under warranty for parts only. The cost of the labor was paid by us in the amount of $203.18. The lift has only been used 3 or 4 times since. Last week, my wife was attempting to load her scooter into her truck and the same thing happened. She took it back to Mobility Works on and was told that the lift was now out of warranty and the repair cost would be $1,112.10. She was charged $32.50 for them just to check it out. She contacted Harmar and they weren’t interested in doing anything about it. We are now saddled with a defective piece of equipment that we have invested nearly $5,000 between the cart and the lift The responses from Mobility Works and Harmar are unacceptable. We will also be filing a complaint with the manufacturer. There is either an issue with the installation, manufacture product, or both. Itemized receipts are attached.

  Business response

  09/09/2022

  Hello,

  We contacted the manufacturer (Harmar) and, was able to have them goodwill the part.  We are going to goodwill the labor when the part comes in.

  Sincerely,

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

  Regional Vice President

*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. ↩