ComplaintsforIndependent Mobility Plus, Inc.

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have mid to Late Stage Parkinsons Disease. So I cant walk very far, my balance is bad and fall frequently.So I went to Independent Mobility Plus in ********* ** I bought a mobility scooter with Bigger longer lasting Batteries so it would drive around 20 miles per charge .Also said was easy to get at the batteries to bring in the house for winter.So the Scooter came fully charged So I went for a ride and the battery was dead at only 1.7 miles.So I was stranded for 50 minutes until I could get someone with a truck and ramps to come get me.Pretty Awful situation sitting in the road with my very noticeable disease.So I called Independent Mobility and told them what happened and the owner **** told me to charge it for 24 hours So the next day now with ONLY 4.2 MILES TOTAL on the machine and it stopped AGAIN.Im STUCK on busy street with a Dead battery.Now everyone that I know who has a Truck is working.I cant just get a ride and leave my scooter on the road.So I Stumbled to the Nearest House which was Scary and and asked them with my hard to understand speach for help I got her to help me push this 400# Scooter in her driveway and now my Parkinsons is really bad then me that she had to leave for work So Im leaving my $4,000 Scooter in a Strangers Driveway and hopefully it doesnt get stolen.So now after HOUR AND A HALF I finally got a ride home.So I called Even and told him what happened So he went and picked up the scooter and had his mechanic look at it and said that everything is Good.I told him that I dont feel SAFE Because it obviously has a problem and dont want to get STRANDED AGAIN.So I asked if I could put the money towards a Different SCOOTER and he said I would lose $750 because it would be considered used.I told them that it wasnt my fault that the scooter was faulty from the factory and should get the loss from them .I told him I would like a One that can fit in a car.But says that he is charging me the $750

  

  Business response

  04/03/2023

  The 4 wheeled outdoor use Golden Eagle model scooter was purchased by *********************** and delivered to his home on 03/06/23. The scooter was left in his unheated garage until his first use on approx 03/24/2023. This unheated garage is not a threat to the equipment but it can cause the batteries to be partially depleted due to time and the cold. ******************* the scooter without charging it and the batteries died prematurely. I told him recharge it and try again. He said he recharged it and it died with less than 2 miles. I picked up the scooter and we tested the batteries and charger. Both passed in good condition with the batteries testing at greater than 90% and the charger output was perfect at **** volts. As precaution, I replaced the batteries and tested the scooter by driving it. All functions are normal. Golden Technologies manufactures quality equipment and their support of the product is excellent. 

  The conversation I had with ***** on Monday the 27th was about his being moved to a new residence where this large of a scooter would not be allowed or function well in the available space. He now realizes that he may want to disassemble and transport his scooter and this being a large outdoor scooter, this take apart feature is not available. The equipment has been checked and made right according to his purchase. It is noted on the sales order that this equipment is not returnable. We are willing to work with people but buyers remorse is not something that I will address. We felt that in this case we would accept the equipment back and it would be resold as used equipment and the $750 restocking fee would cover the discount we would have to provide for the next buyer. He has changed his mind to now wanting a super light Power Wheelchair that can be transported in the trunk of a car.

  For *********************** to lodge a complaint with you is totally unacceptable to me. We have taken care of his purchase and concerns as any dealer would and this service will certainly meet the requirements of the manufacturer. 

  I have told *********************** that I will refund him at 100% and that his business will not longer be accepted by Independent Mobility under any circumstances. His account has been marked "No Further Business" and a check will be sent to him this week. 

  Thank you, *********************

  Customer response

  04/03/2023

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

  I Bought that Scooter brand New with .3 miles on it they delivered it charged and then when I get warmer up I took for a ride and then with the better batteries, they added to $250 for.

  I thought that I could drive it up to 25+ miles on the batteries like they told me.

  But I only got a mile and a half in Battery was dead.

  so here is it in the street at 10:30 PM with a dead battery scooter can you cant push

  because it is over 350 pounds and I have a disability I am really walk the way it is.

  So if youre 45 minutes a good friend arrived I woke him up and get him out of bed and find ramps to load this heavy scooter in the back of his truck .
  select 11 PM I plugged in the scooter to charge and then followed up on the dealer in the morning.

  Which he told me to leave it plugged in and charge some more after you told me when youre selling it to me it takes eight hours so I left it charge for three more hours, then took it for a spin night. I got up and I have a total of 4.2 miles on it and I the battery was completely dead.

  no hurry Im stuck again with Parkinsons disease and Im in the road in and push the scooter anywhere and I have no one to come pick it up. That has  a truck because theyre at work.

  so I had to go up to a strangers door and ask them if I can park my scooter up near their garage because I have no way of transporting it 

  so I had to trust a stranger without $4000 Scooter and hopefully it would be there when someone can pick it up.

  So now I am angry at twice. I am burnt on the scooter that supposed to drive 25 miles between charges. I only got 402 charges..

  So I went back to the dealership and told him about it and said I dont trust this one. It must be a factory mistake I like my money put towards another scooter..

  So he went to pick up the scooter and then told me that they went through it in various fine, and the charging system fine so I asked him how driving around your store for a couple miles the instead of driving it to 30 minutes to my house for it to do the same thing..

  He said no, because it has 4.2 miles on it and cant sell as new and he will take $750 off the price of my scooter because it was Used now with only 4.2 miles

  I told them Its not fair because its obviously a manufacturer defect and the loss should be taken upon the manufacturer not the consumer.

  So here I sit losing $750 and getting Stranded twice and he wants me to take it home for a 3rd time and get stranded again without even fixing or diagnosing the problem, they just told me the scooter works because the charging system and batteries are fine. So they wanted to take a vantage of the disabled man with Parkinsons make him  lose $750  for something that was wrong with it from the manufacturer.

  And then put it back out for sale for the next person to buy it and make money off them Also.

  theres another disabled person that lives about a mile from me and is having the same problems from the same person. What does that tell you that theyre crooks.Then he calls me and says why dont you contact the Better Business Bureau I said is the same right? What are you doing to people and then you told me not to talk and continue to say I have your money back but you dont ever shop in my store again.

  What kind of business would do this to a place that was trying to give them business? I also was planning on buying a $3,200 Recliner to sleep in because its hard to sleep in a bed with Parkinsons disease.

  So who whatever did your customers this way and that they have a lot of problems going on in their lives already **** Still choosing to s**** them over.

  Thats Sad to see that people like that would take advantage of a  person with a life ending disease.

   

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

  
  

  

  Business response

  04/04/2023

  We take pride in the fact we sell quality products from quality manufacturers. We take pride in the fact that we have a professional and dedicated staff that has allowed us to continue to provide for persons with mobility challenges over the past 18 years. Our lack of complaints filed with the Better Business Bureau can attest to this. 

  ***** drives 30 miles by himself in his personal vehicle, walks into our store without any walking aids and has a normal conversations with us regarding the equipment. His friend that is having trouble with his scooter is not needed in this conversation and has another set of circumstances. ***** himself told us his friend ran his scooter dead and towed it behind a truck with the motor engaged which caused damage to the drive unit. I could go on but this is a flavor of what I would offer as a response to the claims by ************************ 

  When a customer files a charge against our business with the Better Business Bureau, it is a ******************* on our reputation. When the charges are false and baseless, the Better Business Bureau does not respond by putting a ******************* against the customer. 

  We will take it upon ourselves to respond appropriately. No further business will be undertaken with ************************

   

  Customer response

  04/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Anyway you look at the poor choices made by the Dealership and the fact that the manufacturer should reimburse the Dealership for this problem not take it out of the customers pocket. Which he thought hes getting a brand new mobility scooter.

  Then gets stuck the first 2times he tries to use it.  Then the deal looks at it and says theirs nothing wrong with it and wants me to get stuck again because its only 2 miles on a Charge Not up to ***** miles with also purchasing the upgraded batteries like the recommended.

  why wouldnt they check the whole electrical system for something that is drawing extra power that it shouldnt be. Like all the lights or the blue tooth player or anything else besides just the battery and the charger. But instead would the customer take the chance of getting stranded again. I even Volunteered to drive the scooter around the neighborhood of the Dealer to show him. But declined me on my scooter.

  But then he claims he took it out but I  cant. He told be in the little time he took it out the batteries went down 2 bars already. So why wouldnt he let me  drive it to show him exactly by his store what it does and how far it  goes even with him charging it.       I guess it is what it is but it took me to contact the BBB to get an agreeable outcome and no it shouldnt have gone this far but he Made it.

   

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

  
  

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