Complaints

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:05/12/2023

  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.

  A stairlift chair was installed in Q2, 2023, however, there had to been repeated visit to ensure safe operation as it had failed multiple times. It is now making a serious clicking noise that started over a week ago, however, after multiple calls, we were told they will come in Jan **** and want to charge me for a call out fee even though the product is under warranty. I am 92 years old and live on my own and rely on the chair for going up to my bedroom and bathroom (only bathroom in the house). I would like for them to either honor their warranty and do it quick or remove the unit so i can order one with another more reputable company.

  Business Response

  Date: 08/12/2023

  
  Response:
  repeated visit to ensure safe operation as it had failed multiple times- returned 3x. 2x were to adjust  height of seat.  Initially too high, then a bit too low, and finally she was  satisfied (see attached video).  Third time- replaced batteries as client drained its batteries.  These calls were all free. ***************** refused to pay for the batteries, even though batteries are clearly excluded from warranty.  None of these calls are related to safe operations, only done for client satisfaction and comfort.  We apologize that the warranty was not entirely clear to ******************
  after multiple calls, we were told they will come in Jan **** and want to charge me for a call out fee even though the product is under warranty.-  This is not true  We did not talk to or offer to ***************** about any servicing in January ****.  We did receive a voicemail from her and because we were not in a position to immediately respond, we passed the service request on to one of our competitors.  Please see screenshot of call logs as we saw some calls come in from her that lasted 2 seconds.  We assumed she had misdialed.  When a message was left is when we called for faster response to her need for servicing.
   want to charge me for a call out fee even though the product is under warranty.-  Please see the 2 documents labelled warranty and client signature. The warranty is in the owners manual and is discussed with clients.  We then have the clients sign off that they received all the pertinent information including discussion of warranty.  ***************** always seemed incredibly lucid and competent in all her correspondences with us  and we had no indication that she did not clearly understand the warranty.  

  Business Response

  Date: 12/12/2023

  
  Response:
  repeated visit to ensure safe operation as it had failed multiple times- returned 3x. 2x were to adjust  height of seat. Third time- replaced batteries as client drained its batteries.  These calls were all free. ***************** refused to pay for the batteries, even though batteries are clearly excluded from warranty.  None of these calls are related to safe operations, only done for client satisfaction and comfort.  
  after multiple calls, we were told they will come in Jan **** and want to charge me for a call out fee even though the product is under warranty.-  This is not true  We did receive a voicemail from her and because we were not in a position to immediately respond, we passed the service request on to one of our competitors.  
   want to charge me for a call out fee even though the product is under warranty.-  Please see the 2 documents labelled warranty and client signature. The warranty is in the owners manual and is discussed with clients.  We then have the clients sign off that they received all the pertinent information including discussion of warranty.  ***************** always seemed incredibly lucid and competent in all her correspondences with us  and we had no indication that she did not clearly understand the warranty.  

• Initial Complaint

  Date:20/04/2023

  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.

  March **, 2023 101 Mobility came to assess and fix some errors to my chair lift. The tech was here for a couple hours and replaced the batteries as well as a once over for other issues. The appointment cost $****** tax included. After a bit I started to notice clunking and squeaking happening when using the chair. When it started to become more frequent, I called 101 Mobility on April ****, 2023 and spoke with *******. I explained the situation, as I was concerned for my safety. She told me they would send someone out to check it free of charge, unless something was found to be broken and needed replacing. That was to be the next day (Apr. **), after a scheduled installation they had.The next day I received an email stating that they were not going to be coming any longer, with a number of reasons why. Some of which were that they were too busy and did not have staff. Another stating that I should go back to the original installer, who I had expressed a number of times had already provided poor service and that was why we had gone to them for assistance in the first place. I was also told that my chair lift was too old to work on, even though they had already worked on it 3 weeks earlier and the tech told me "these things last forever". I replied to *******'s email telling me to go elsewhere and asked her to honour her agreement and to guarantee 101 Mobility's work. She has not replied to date.

  Business Response

  Date: 25/04/2023

  I made a complete time line of events with this client. Please see the attachment and supporting documents as all pertinent information is stated in this timeline.

  Customer Answer

  Date: 26/04/2023

  Complaint:********
  
  Rejected:
  The work completed while guaranteed by the service technician generated concerning sounds within the unit within 3 weeks of service. Company should stand by their word. I paid for not only batteries, but for a service call as well to assure the chair lift was safe. I had explained that to the company over the phone as well as in  person. The company assured me when I called, that they would send out a technician free of charge to go over the service call and I would need to only pay for any ADDITIONAL issues. I awoke the next day to a cancelled appointment. An email with a few reasons why they would not be coming one of which was that they didnt have the time to do it. The company's resolution was to send me back to the first business that installed the unit, but since has not assisted.

  We went to 101 Mobility because the install company, was too busy to come help.This was the same situation with 101 and now we have paid for something that is potentially unsafe. They will not investigate the issue. We are not a huge income family and when we pay for a service, we do not have the means to continue to do so when the first place does not work out. ******* had made assumptions in the first email of various installation details that were incorrect. This was a mess from the start and I explained that to ******* on the phone on the initial call for them come out. The details in her email about what happened are different than those of what was explained to her. I had tried to address that, as it was used as part of the reasoning to cancel my appointment, she ignored my comment. Additionally, the aggression ("as mentioned" repeated) in her reply to my asking them to hold their word of checking their work was shocking, as a customer simply looking for peace of mind. I would be happy to pay for the batteries and have my service call charge refunded as the chair still needs a reliable technician to come look at it. 
  

  Sincerely,
  *************************
  

  Business Response

  Date: 27/04/2023

  Thank you for submitting this feedback.
  I hear your anger in all our email correspondences. In these emails it was clear that we would try to fit you into our schedule the following day if our technicians had time. Unfortunately we did not so I found three alternative companies for you and supplied you with their phone numbers. One of these dealers was the initial installer of your unit.  However in your emails you stated, we have already had horrible service from ***** ***,(the initial installers) so they are not able to assist as they were the source of the problem initially.
  We always offer as many avenues of assistance to people as we understand these lifts are needs not wants. I found your emails quite aggressive initially but the final email made me feel  threatened.   You state, I noticed that your company is part of the BBB. I happened to know many staff there, and would be happy to discuss it with them to see what options I have.   I interpreted this as meaning you are going to use your friends at the BBB to defame my company for not being able to come out to you for a last minute service call.  Like most companies, we are committed to providing a safe and respectful work environment in which individuals are free from workplace harassment. I will not put our people into a situation where aggressive behaviour of any sort makes anyone in our company feel unsafe.
  I am asking the BBB to dismiss this complaint as I feel, although we were unable to meet your needs of immediate service, I gave you options of other companies who may have been able to.