ComplaintsforMobility Works

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2016 Dodge Caravan in Nov 2018. I only received one key fob. I have asked for it anytime I saw **** ******* On 7-15-2022 I went to store to get treats for my brain injured son who now resides in a nursing home because someone ran over him 40 years ago and has brain injures and unable to walk. I went to Dodge Dealer and got new battery for it and returned on 19th and purchase a new fob for our safety.

  Removal of installed equipment from my 2016 wheel chair van without owner knowledge or approval. My husband (now deceased) and I ******* ****** (wife) purchased a 2016 Dodge Caravan in 2018 from above business. It was only equiped with a wheel char "pull-in" feature at a cost of $1300.00 **** ******* was concerned that I ******* ****** (wife) would be backed over on dismount. **** ******* then installed additional wheel chair equipment at a cost of $3000.00 that would pullin and back out for my safety. **** ******* left both types in the van

  Recently I discooered the $3000.00 equipment was removed from my van with out my knowledge or permission or approval. When I went to look for a new car. The financial employee at the dealership said he would reduce $3000.00 from the value of my van because the original equipment was not installed anymore. He said this $3000.00 needed to be resolved with Imed Mobility **** ******* never informed me of this matter. Then I had to call **** ******* and ask him why he removed the $3000.00 orignal equipment His response was that he needed my original equipment for new customers for their new boats or motorcycles they had purchased.

  Business response

  08/11/2022

  To whom it may concern,
  
  In response to the complaint from ******* Powell. I have discussed the situation with **** ******* in detail. He has explained everything to me that has happened, and I am prepared to respond.
  
  First, the van was purchased from IMED mobility, not MobilityWorks. MobilityWorks acquired IMED mobility in 2019. I am not sure of the exact acquisition date. Per *** *******, zero equipment has been removed from the van. *** ****** has passed away and ******* was attempting to sell the van back to us, MobilityWorks.
  
  MobilityWorks will be able to do the following.
   I will reimburse *** ****** for the cost of a new key fob. I do not see how much that is. I will need the invoice sent to us so we can refund the amount spent.
  MobilityWorks will be happy to make a buyback offer on the van.
  
  Please let us know how we can proceed, and we will take that action once we are given the direction to do so.
  
  
  Respectfully,
  ****** *****. Regional Manager; Midwest / Great Plaines Region.
  

  Customer response

  08/15/2022

  [BBB Transcription via Phone]

   I am rejecting this response because:
  I want a buy back of $35,900 what I paid for it. Drew admitted to me that he needed the parts for new customers boats or motorcycles. The key fob invoice is attached. 
  

  
  

  Business response

  08/15/2022

  Hello,

  Our regional vice president will be contacting *** ****** to discuss further actions.

  My Best,

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

  Corporate Receptionist

  Customer response

  08/16/2022

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

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 27, 2021, I took my Disability Van to Mobility Works for repair of the ramp and sliding door. We paid $1,544.42. The van was returned to us supposedly repaired. Soon after, the van began doing the same thing. We took the van in for repair again. We were informed it was the sliding door that was interfering with the function of the ramp. We said fine. Just repair the vehicle. Once we were notified that the van was repaired, we went to pay and retrieve the van. We paid $1,230.32. We started the van in the parking lot with company agent *******. The ramp and door were inoperable. She told us to leave it and they would repair it. 2 weeks later we picked up the van. I A couple of weeks later, the van was still doing the same thing. We informed them and they told us to bring it in. We were informed by Manager ***** **** that they were going to take the van to an outside repair facility since they could not repair the van. She admitted that they could not repair the van. They had our van for over a month. We were told to come retrieve our van that it was repaired. Once we went to pick up our van, we observed it the the parking lot with a flat rear tire and a dead battery. It was obvious that the van had been sitting in their parking lot and not repaired properly. The agent ******* and a male employee charged the battery and put air in the tire and sent us on our way. I've complained to the Regional Manager *** *****, the store manager ***** **** and the Region VP ***** *****, but to no avail. No one at that company has been willing to assist me. I was even told by The Region VP ***** ***** that he wished I didn't bring my van their for repair. I spoke with *** ***** the Regional Manager as well. To no avail. I keep getting the run round with no solutions. At this point, I would like a FULL refund of $2,774.85 Since they can't repair my vehicle properly, I want my money back and I will take it to a repair shop that can. Thank You.

  Business response

  08/11/2022

  Hello,

  We apologize that the client had an unsatisfactory experience at our location. We will refund the money direct to the client and appreciate the feedback to allow us to improve our services.
  
  Thank you.

  ****** *****

  Regional Service Manager

  Customer response

  08/12/2022

   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 will accept the refund.

  Thank You

  ****** *****

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For over three months I have tried to resolve a matter with MobilityWorks dealership in Riverside California. They sold a used van to my mother who is quadriplegic 78 years old at the time of the transaction she was unaware of what she was signing and did not have POA over her finances. The dealership took her 2021 Mercedes Diesel 4 x 4 sprinter van brand new which I had installed a Braun handicap lift in. They traded it for a used Toyota handicap van and made her pay $24,000 more after taking her New Mercedes diesel 4x4 sprinter van which was worth over 100 grand and was paid for! This was her only transportation to her properties which she now cannot access due to the fact that she needs four-wheel-drive. My mother cannot lay flat in this other van that they sold her which is needed for medical transport since she has a broken hip on top of being quadriplegic. She can barely fit in this van she breaks her toenails off because she can’t fit in it. This has caused great pain and suffering for my mother we’ve had to hire a medical transport to take her to and from places. I have tried and my mother has tried numerous times to get this resolved with the general manager *****. My mom is devastated and in tears over this. They won’t even give her the original contract. She has no idea of what she signed she told me that they had her sign a paper in her red van and the next thing she was in the white van. ***** keeps telling her she has to sign something or email something to get the contract from her and she told ***** I’m quadriplegic I can’t. I talked to corporate they sounded like they were going to deal with this and sounded friendly. Corporate then had ***** ***** their attorney call me. I was explaining my story about what happened to my mom, he interrupted wouldn’t let me finish then hung up on me.

  Business response

  07/11/2022

  Hello,

  We spoke to Mr. ******* on the 8th of July. Please know that our president is currently in the process of communicating with the store. I will update the BBB as soon as there is a satisfactory resolution.

  My Best,

   

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

  Corporate Receptionist

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See Uploaded PDF: MobilityWorks BBB Complaint 07-04-2022

  Business response

  07/18/2022

  Unfortunately the 2006 Mobility Van referenced was not a unit that was purchased from MobilityWorks.  Occasionally our clients purchase older wheelchair accessible vehicles from private parties or non-certified dealers and bring them to us for repair.  With any vehicle, mobility equipped or not, there is a risk of major and reoccurring repairs especially being 16 years old.  We are continually committed to serve our wheelchair users no matter their situation and if this would have been purchased from our dealership all these issues would have been addressed prior to delivery.  In any case, the client brought it to us for repair, we repaired the vehicle and charged the client to do so.  Other items came up and we continued to make the repairs as requested.  At no point was this client charged for the same component twice.  There was a second failure of the clutch chopper but MobilityWorks replaced it the second time out of goodwill.  In many occasions one faulty part will cause another one to fail, but not wanting to put that burden on the customer we replaced again at no cost.  There were also a few other repairs made at no cost to help this customer navigate a situation where they purchased a low-cost unit in need of repair.  We understand sometimes this is a clients only option and we do our best to support them case by case.  Currently the vehicle is in our shop awaiting a door repair and as parts for a 16 year old vehicle are not always easy to come by we are working with the customer to again go above and beyond to  minimize the charges to them.  Unfortunately there is a good chance this vehicle will continue to require repairs due to its age and we are committed to continue to service the client as needed.  Sometimes there is a point where the payment on a newer unit becomes more cost effective than an ongoing repair bill and if the client ever decides that is the case we will again work vigorously to go above and beyond to help them.

   

  Regional Vice President

  ***** *****

  Customer response

  01/17/2023

  [BBB transcription via duplicate complaint; see attachments]

   

  Back in July I filed a BBB complaint, #17519497, on MobilityWorks about my Handicap conversion Van. I never replied due to us coming to an agreement. The agreement was to replace the Control Board to fix the power door. I’ve contacted them several times and now it’s been 7 months since agreement. The last communication with Daphne from Mobility Works was on Oct 4th 2022. I called MobilityWorks Service Dept. Jan. 9th 2023. I left message on replacing control board and no reply. At this point I fell I’m getting the run around and they hope I give up. I attached a PDF of a response I wrote to send to the BBB back in October. In brief, “Yes, my van is a 2006 but it’s in great shape. It only has 80,000 miles on it and I’ve only put 14,000 on it since owning 6 years. I have always mechanically maintained and done routine maintenance. MobilityWorks and VMI have made assumptions and the power door has operated the same or worse. I thank MobilityWorks for all they have done but I need the door to work correctly. They want me to trade in and update but they will have to fix it to resale. So why can’t it be fixed for me? Conclusion, I brought my van to MobilityWorks to repair power door opening incorrectly but it always closed correctly. Ever since they worked on it the door neither opens nor closes correctly.” The PDF response also describes our communications on the Van door and what they blame the cause on. I still have the van and once in I need someone to manually close the door. The interior button and fob button to close the door do not work. I just want them to replace Control Board to fix power door as agreed. Sincerely, ****** ****** 01/11/2023

  Business response

  01/18/2023

  Hello,

  Unfortunately, due to the age of the client’s vehicle there are limited parts available and although we understand that the delay puts Mr. ******* in a tough situation we have exhausted our resources. We have found a way to get a replacement part made for him.  We are at the mercy of the manufacturers timeline but also have expressed the same urgency that the client has expressed to us.  We are committed to keep Mr. ******* vehicle operational as long as we can given we are working with an 18 year old mobility vehicle.

  Sincerely,

  ***** *****

  Regional Vice President

• Initial Complaint

  06/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased the van on 8/2/21 but did not get possession f the vehicle until 2 or 3 days later because of mechanical electrical issues with the door and ramp, These issues still exist in less then a month the van started leaking oil. The company refused to even take a look at the vehicle for free to diagnose the problem, which I feel should have been done as a courtesy given the short amount of time that I had the van. The repairs cost me $1813.83which I had to take out a loan to pay this was within 6 months of buying the vehicle, And 3 months later the transmission needs to be replaced. All of this in less than a year of owning the van. I supect that the salesperson knew that the van was a lemon because of the way he kept pressuring me to sign the paperwork. At this point the conversion is worth more then the van intself. I feel that I was taken advantage of due to my sex, age, and urgent need of a vehicle to get around in. My daughter only signed the paperwork because I asked her to, neither one of us had any idea about purchasing a automobile. This is so unfortunate. 

  **Please see attached complaint**

  Business response

  06/23/2022

  Hello,

  Thank you for bringing this to our attention and for sharing your concerns.  We’re sorry to hear that there have been some unforeseen mechanical issues with your van.  As with any vehicle as it ages there’s potential of unpredictable mechanical failures of varying degrees of complexity.  We understand how important it is to provide you with the freedom and accessibility and we’re committed to serving those needs.

  
  Our team will reach out to the client and discuss remediation possibilities.

  Sincerely,

  ** *********

  Regional Manager 

  MobilityWorks

  Customer response

  06/27/2022

  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. However I have not received anything in writing stating what they purpose to do in resolving the issue. I spoke with a *** ****** ****** on 6/23/22 he was supposed to get back to me the next day but as of today 6/26/22 I have yet to hear back from him.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10-19-2021 I purchased a 2021 TOYOTA SIENNA AWD XLE Hybrid with a VMI Northstar conversion from MobilityWorks Bedford Heights, Ohio. VIN: ***************** As of May 20, 2022 I've only owned this vehicle about 7 months and the total mileage is 2126. The total amount I paid for this vehicle is $93,716.77 Trade in allowance $20,000.00 Amount financed $80,780.27 OUTSTANDING BALANCE AS OF 5/20/22 $77,083.70 Financially I have paid the $20,000.00 for trade in plus a total of $5994.87 finance charges which equals the total of $25,994.87 for a conversion vehicle that essential only operated properly 1 month I've had continual problems with the ramp not deploying and other electrical problems since November of 2021. Due to a hole in the firewall made by VMI the vehicle to had electrical arcing and come to a sudden stop. Repetitive ramp issues and electrical issues have rendered the vehicle unreliable and unsafe, to transport my elderly, disabled mother, who cannot stand, bear weight, or walk --when I have had issues with the ramp the sure deploy does not always operate either, causing us to either be late or cancel crucial medical appoints. I no longer trust the VMI ramp system, it has not been safe, efficient or reliable and has caused me extra time, gas, and constantly adjusting my schedule take the vehicle in for repetitive repairs which have not resolved anything, plus medical cancellation fees. I've been waiting to hear from the General manager since 5/12/2022, at which time he stated I should hear from him in about 2 days, it is now 5/20/22 and I have not heard from anyone.

  Business response

  05/31/2022

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

  As the servicing dealer of the VMI product, MobilityWorks remains committed to making sure our clients are satisfied with their vehicle.  Our service and sales team in Bedford Heights are currently working with the family and VMI to replace the unit with a comparable WAV.  We have provided the family with a complimentary rental since the first issue arose and have committed to them that they will have transportation as we work though the process.  We are currently presenting alternate solutions for the family to review.  Once a selection is made MobilityWorks will work with VMI to have the current unit shipped back for further engineering and inspection and formally swap out the VMI Sienna with its permanent replacement.  We appreciate the family’s patience as we work with the manufacturer and further commit to a smooth transfer of ownership as we work through the final details.

  Sincerely,

  ***** *****

  Regional Vice President

  Customer response

  06/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution could potentially be satisfactory to me provided I agree upon the vehicle and the cost to finance as well as the termination of the payoff on the 2021 Sienna. 

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  04/08/2022

  To Whom it may concern:

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

  Thank you

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

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  03/30/2022

  Dear Better Business Bureau,

   

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

   

  Thank You

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

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  03/08/2022

  Good afternoon,

   

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

   

  Thank you 

  Customer response

  03/14/2022

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

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  01/11/2022

  To Whom it May Concern,

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

   

  Thank you

  ******** 

  Customer response

  01/11/2022

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

*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. ↩