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:10/16/2024

  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.

  Bought one Hamar chair lift via Top mobility.com.Have been going through cancer treatments even til now .I have 2 complete chair lifts in my apt that do not lift my lite rider envy electric chair into my 2014 ****************** After paying a mechanic to install both lifts neither of the lifts do what I bought them for: lift my empty chair into trunk of said suv. When I talked with Top mobility they said I can not get a refund but I should try to sell the lift on '****.

  

  Business Response

  Date: 10/29/2024

  This customer called to say she is not happy with the lift she ordered. It has already been replaced under warranty through ****** and she has had it well over 30 days outside the return window (this done in courtesy outside return window). She did not return the "non-working" lift on the first complaint to Top Mobility, the second contact was to  inform her that she cannot return it now well past both return windows. She is trying to get an AL 6000 which is not compatible with her vehicle, and was informed of this.  The customer has not returned the original "non-working" lift that has been replaced on the honesty of returning the bad lift.  She now has 2 lifts and lodging complaints.  She made this original purchase in June 2024.  Replacement sent ****** for goodwill.  She was out of the return window on the original, then stated it was non-working, got warranty replacement..now trying to get a different lift all together. We demand returning of the original warrantied unit immediately or we will be forced to take action on the 2nd unit.  

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22427469
  
  I am rejecting this response because:I want a refund for the original lift and that they send me a shipping label for both non functioning chair lifts.
  
  Sincerely,
  
  ***** Mae *****

  

  Business Response

  Date: 10/30/2024

  We are sorry to hear you are unhappy with this response.  We will send labels for pickup of both units, and we will fully inspect both units for functionality.  If we deem both units as faulty as you are stating, then we will refund in full.  If we find that these units are in fact working properly and as manufactured, you will be charged a 20% restocking fee on the original unit and shipping return costs for both units.  I will have the team reach out to you to coordinate the labels. You have already stated that one of the units was installed.  This is a used product you are attempting to return for a full refund.  We will access both units for functionality and follow up with the decision on the case pending inspection and quality control of the returned units.

• Initial Complaint

  Date:08/07/2024

  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.

  I bought an e-wheels scooter from top mobility. It was delivered on July 10, 2024. On July 30, the wheels started sqeaking and grinding. The company has a 30 day return policy. I have spoken to Ewheels and Top Mobility and they refuse to send me another scooter as I am well within the 30 day return policy.

  

  Business Response

  Date: 08/20/2024

  After working with ***** the unit has been returned and her funding company in which she utilized to purchase the scooter (not Top Mobility) have been working with her on the return/refund.  The unit was picked up yesterday from the complaintant and we have received notification that her lending company has issued a refund as well.  We offered a different solution to ***** upon her desire to purchase a new unit from a different manufacturer, but we consider this matter closed.   

• Initial Complaint

  Date:06/07/2024

  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.

  As of Feb 14, 2024, I placed an order for wheel replacements for my upright ******. Since then I have paid them the required amount $101.15 which I still have not received along with one brake assembly from a previous order. Each time I call they are on back order. Without these wheels I have no brakes on my upright ****** due to wear. I paid almost $700 for the ****** and can't seem to get the parts I need (the wheels). I did receive the previous parts - a pad was missing and discovered that the thickness of the wheels were warn down such that I cannot get the brakes to work. I need the wheels. waited months and keep being told they are on back order or on a boat to get unloaded. Was to arrive 4/22 and now 6/1. Call and left a message that I need the ****** and if I fall I am going to talk to an attorney about a lawsuit. I get no response. What kind of company is this? I am 77 years of age. This is ridiculous! You may contact me at ************ if you have any questions.

  

  Business Response

  Date: 06/07/2024

  We understand the frustration of the customer but we are not the manufactuer and we are at the mercy of their supply chain.  At our last communication, these parts were still not in inventory.  We are reaching out again today to see where ******* has the purchase order for fulfillment.  We can happily refund the amount, but the customer has stated he wanted to keep his order in place.  We will follow up directly with the customer after the communication response from the manufacturer. 

   

  Update:

  We have received correspondence back from the manufacturer (Journey) and they are now not expecting that part to be in until late July. Being that is a further delay and we are holding your funds, a refund will be processed in full back to your card. We advise you to contact Journey directly for warranty or parts replacement issues or concerns as we have no control over their supply chain and parts replacements.  Thank you.

• Initial Complaint

  Date:05/28/2024

  Type:Product 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.

  I contacted Top Mobility regarding my Tzora scooter not working. Power was present but Scooter not moving forward or backward. The trouble shooting light was flushing "7" times.. I spoke with "*****" (*********************). He said it sounded like the "Throtttle Potentiometer". On Jan 8th, he gave me a Quote number for the part. Q-*********. I called Top Mobility customer service on Jan 10th and gave the quote number to *****. She created an order number TM-*****. The "Throttle Potentiometer" was shipped on Jan 12th. My scooter is newer. It is for outdoor use and kept in garage. I waited to have a technician come until.warmer weather. They came on May 9th. They said I had recieve a "Speed Potentiometer" not a "Throttle Potentiometer". Top Mobility sent me the wrong part. I tried to reach ***** via email and voicemail with no success. *************************** from customer service sent me an email asking me for a picture of the part. I sent her one. A few days later she sent me an email saying ***** said it was the right part. (It absolutely is not the right part). She said ***** would have to look into it. I have reached out to ***** and ***** both for help with the issue but they are not responding to me. I did recieve the wrong part. I do not know if Top Mobility made a wrong Quote/Purchase order number or Tzora is not owning up to sending the wrong part. I am not asking for a refund, I would just like the correct part sent to me. I provided a picture of what I received. It is obviously the wrong part.

  

  Business Response

  Date: 05/31/2024

  New part shipped on May 30th with ***** Tracking # 776627668021
  We apologize that our reps were not able to get back in touch with you. Needed to get confirmation of shipment from the manufacturer before responding.

   

   

  Customer Answer

  Date: 06/05/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/14/2022

  Type:Delivery 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 ordered a scooter lift for my car 0n 8-31-22 from Top Mobility. They told me it would be delivered to my home 9-6-22 thru 9-12-22 I paid ******* )n 9-13-22 I still had not received it so I called the company and was told that I would be getting a call from the shipper T force freight. They did call and set up a delivery but I was told they would be dropping it on Broadway as they could not enter the complex as their trucks are to big. I am a 70 year old woman who uses a ******, How am I going to get a package that weighs 180 lbs.to my door.? I was told that was not their problem. I called to cancel the order and was told I would be charged shipping and restocking fees. This company knew I lived in an apartment building before I had even ordered from them but I was NOT told that it could not be delivered and I would have to make other arrangements .Please help .

  

  Business Response

  Date: 10/10/2022

  The customer has refused messages through Amazon on her Amazon profile which does not allow messages on orders to go through to her.  First attempt at notificaton was Sept 1st, at 7:04 am notifying the customer:

  Sep 1, ********* AM
  Dear Customer,This is the **************** Team from Top ********************. Thank you for purchasing your Universal Mobility Scooter Lift Fully Automatic Platform Carrier. Your Order ID is *********************** vehicle compatibility verification, you need to go the Harmar Manufacturer website.Lift Type (from listing-Freedom Lift is AL100), Mobility Device, and Vehicle Make/Model **Please Note**We will confirm order within 24 hours of this message, we will and ship accordingly as if you have completed compatability check. This will deem the buyer responsible for the vehicle and mobility unit compatibility and all fees associated with returns, restocking, etc. are applicable.Sincerely,Top Mobility Official FBA vendor of Amazon LLC.

  September 2nd- 7:06 PM- Notificiation sent via Amazon:

  Please note that due to the size of your product, your must accept phone calls to schedule a delivery appointment from the *** carrier. The carrier cannot deliver your unit without speaking with you and scheduling a delivery time and date. This is a legal requirement due to the residental delivery nature and size of the product. If you have not received notification of a delivery appointment within 2 days of scheduled delivery time, please notify us via messaging in Amazon to try and assist. Please provide us with a valid phone number or email to contact you directly. Amazon does not provide us with actual phone/email information. Top Mobility is not responsible for delayed deliveries due to non-follow up with the trucking companies, but we will assist in ANY WAY POSSIBLE to get your product delivered! Thank you, Top Mobility Team

  On September 13th we received a message from Amazon customer service in regards to her calls to the freight delivery company (T-Force/UPS Freight)- and not being able to schedule a time: 

  On September 14th- 9:50 am: our response to her inquiry: Hello,Per TForce Freight, a deliver appointment has been set with the consignee. Please contact TForce Freight directly at ************* and provide your tracking number *********. Kind Regards,Top Mobility www.topmobility.com **************

  On September 14th- at 12PM- she attempted to cancel the order (after shipment): The message from Amazon: Hello,We've been contacted by a customer regarding the order identified below.--------------------Order#: 111-3409245-8940248 Item: Reason: Cancel Order Details: The customer wants to cancel and refuse the item for a refund because its too heavy for her to carry into her apartment and she cant walk. The carrier said they cannot bring it inside of her apartment and will leave it on the street. Please contact the customer.-------------------To respond to this customer, please reply to this e-mail or visit your seller account at the following link:https://sellercentral.amazon.com/gp/communication-manager/inbox.html Sincerely,**************** Department Amazon.com

  The customer refused delivery because the driver would not deliver the product inside her house and it was too heavy for her to lift. NO *** (Palletized product) driver will deliver a freight shipment inside a customer's home, unless it is setup as a white glove delivery service. The customer did not request inside delivery or pay for it, she ordered blind through Amazon. The item weight is clearly stated on the listing. We shipped and attempted delivery on the unit that was ordered. She was unsatisifed that there would not be white glove delivery provided in that the shipping company would not bring the shipment into her home in an apartment.  The lift is 83 lbs, and the swing away the additional. The listing states 83 lbs, and was ordered even though she can't lift the units.  Top Mobility incurred delivery charges, return delivery charges, and restocking fees with her refusal of delivery (over $700 in fees). Per stated on the listing, our return policy, and the communications between her and our team she was fully informed, but not happy because a freight *** shipment would not be carried up stairs and delivered into an apartment.  Amazon issued a full refund to the customer, the funds are on hold due to a dispute of our loss.  The consumer stated with Amazon she did not get her package, which was incorrect in it's own, as delivery was scheduled, then denied- there was discussion of her son picking up the unit as well. 

  Amazon is currently reviewing the dispute of her refund: She was refunded 1,673.06 per our restocking fees and policy.  She disputed with Amazon for the additional $776.48 shipping/restocking fees and Amazon issued refund. We have then disputed the return of the 776.48 per our policy.  We are awaiting Amazon's decision. 

• Initial Complaint

  Date:08/30/2022

  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.

  I was told by sales person ( ***) that the wheelchair lift would go on my 2022 Bronco. When I received it before I unwrapped it I went 4 places to see if they would put it on. All 4 said it would not go on my Bronco due to the weight. I contacted *** and he told me I would get refunded. That's been three weeks and I still haven't got a return label. He will not return my phone calls! All I want is a return label and a full refund. Don't think that's to much to ask!

  

  Business Response

  Date: 09/19/2022

   

  The customer purchased a lift for his scooter and his **** Bronco Sport. The New SUV. Upon checking with the manufacturer, they have determined that the lift and the scooter that the customer is in possession of, will in fact work. 

  Unfortunately, the customer was not able to get a local installer to install the lift for him as they are concerned with the tongue weight capacity. After putting the installers in contact with the representative from the manufacturer, he has stated that the unit will in fact work once installed according to the installation instructions provided with the lift. 

  Since the installers (who are not affiliated with either our company nor the manufacturer) are deciding against the installation, the customer is deciding to return the lift. We are more than happy to accept the lift back as a return, however we are not able to do so without charging for the return shipping costs. We understand that the unit is still in the box and was never opened, which is reason enough to waive any restocking fee. However the shipping costs are mandatory and listed on his invoice as a fee that would be charged, should the item purchased be returned. (Invoice attached) Please see bottom of invoice for the Return policy. The last sentence will state that the return shipping is the responsibility of the customer. 

  Ultimately, we are not denying the return of the item. We are simply looking to provide a refund based on the company's policies for returns which include a refund MINUS the return shipping costs if the customer would like a label to be provided rather than shipping it back himself. 

  We will be copying the whole correspondence with the manufacturer below. We were not able to export the email thread as a pdf to attach. (Please start from the bottom up as the thread is newest to oldest)

   

   

  sorry, so much going on, is this for *****************?   i gave him my cell phone to have someone contact me and no one did, i can follow up with him again though
  
  On Mon, Aug 22, 2022 at 1:59 PM *** <[email protected]> wrote:
  So can you guys take this back?   Or is there someone in the customers area you recommend he takes it too that will do the install?
  
  Thank you 
  
  From: ******************************* <********************************************************************************; 
  Sent: Tuesday, August 16, 2022 11:52 AM
  To: Ray <[email protected]>
  Subject: Re: configuration
  
  Ray, I really dont have much more, i can tell you that we put lifts on broncos, and most suv and trucks only have a unibody.   I have never seen the hitch rated for only 230lbs for that type of truck.    Maybe he needs to take the factory hitch off and put on a ******************* which is rated for 400lbs.    He might have a bolt on universal hitch or something which is not strong at all.
  
  On Tue, Aug 16, 2022 at 10:27 AM Ray <[email protected]> wrote:
  The customer states no one want to install the lift due to the fact the bronco sport has a unibody and it has a tongue weight cap of 230lbs.  as of right now its looking like he wants to cancel and be issued a full refund .
  Please confirm you can schedule a pickup for the customer and him be issued a full refund since we did tell him it would work on his suv .
  
  Thank you
  
  Please advice .
  
  
  Thank you.
  **********
  
  
  From: ******************************* <********************************************************************************;
  Sent: Tuesday, August 16, 2022 10:05:11 AM
  To: Ray <[email protected]>
  Subject: Re: configuration
  
  he told me his chair is only 140lbs, the weight of the lift and swing away is 135lbs  he can get a class three hitch rated for 400lbs, i do not see the issue unless he does not have the class **************** received on the Bronco.  can he take a picture of his hitch and send it to me?
  
  On Mon, Aug 15, 2022 at 3:46 PM *** <****************************; ************ has taken the bronco sport to 4 different places, and they all agree this lift is not a good fit .  he is going to be returning it to us if we cant find a solution. 
  Any other ideas?
  Thanks 
  
  From: ******************************* <********************************************************************************; 
  Sent: Friday, August 12, 2022 3:33 
  To: *** <[email protected]>
  Subject: Re: configuration
  
  just talk to ur customer, the place said the lift was to heavy for his bronco?    he is taking it some place else
  *******************************
  ******************
  
  On Aug 12, 2022, at 3:13 PM, Ray <[email protected]> wrote:
  
  Not sure , I will give the shop your cell number if you dont mind 
  
  
  From: ******************************* <********************************************************************************; 
  Sent: Friday, August 12, 2022 3:03 PM
  To: *** <[email protected]>
  Subject: Re: configuration
  
  did they say why or what isnt fitting?  im not at work but if they want to call my cell then i can answer any questions for them.  ********** is my cell
  *******************************
  ******************
  
  On Aug 12, 2022, at 2:23 PM, Ray <[email protected]> wrote:
  
  Hi ***** :
  
  This customer just took his **** bronco to get the 210 installed and he is being told it wont fit.
  
  Please advice 
  
  Thank you 
  
  From: ******************************* <********************************************************************************; 
  Sent: Friday, July 15, 2022 1:19 PM
  To: *** <[email protected]>
  Subject: Re: configuration
  
  yes. they need to contact for directly for the forms to fill out.
  
  REBATES | wheelchair-carrier (*********************
  
  On Fri, Jul 15, 2022 at 10:57 AM Ray <[email protected]> wrote:
  how can they go about taking the rebate ?  contact the dealer?
  
  Thank you.
  **********
  
  
  From: ******************************* <*************************************************>
  Sent: Friday, July 15, 2022 10:56:32 AM
  To: *** <[email protected]>
  Subject: Re: configuration
  
  yes it will work and they should qualify for the **** mobility rebate program for that new vehicle, is they are the first time buyers.
  
  On Fri, Jul 15, 2022 at 9:11 AM Ray <[email protected]> wrote:
  Good morning, *****:
  
  2022 **** Bronco sport for a victory 10-4-wheel scooter .  will the 210 work?
  
  Thank you 
  
    *********************
    Sales Rep 
  
  
   Technology that moves you   
  
       Top Mobility Scooters, Inc.
    
     www.TopMobility.com
  
   ************** Ext. 107U.S.A. Toll-Free 
   ************** Direct Line
  
  
  
  
  
  
  -- 
  **************************;
  5254 *******************
  unit B
  ******, ** 43613
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  c ************
  
  
  
  
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  5254 *******************
  unit B
  ******, ** 43613
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  -- 
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  5254 *******************
  unit B
  ******, ** 43613
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  5254 *******************
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  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17907758
  
  I am rejecting this response because:I should not have to pay return shipping cost. I was told by *** that it would go on my Bronco. I went 4 different places and they all said the same thing. I don't know what the shipping cost would be,, but after being told wrong, and having to leave a car outside,, the company should pay for the return.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 10/10/2022

  Does a scooter/wheelchair lift fit on a **** Bronco: The answer is Yes. 

  The Invoice was sent at time of purchase with the return policy clearly stated. If a different hitch is needed for the item to work, it is not Top Mobility's responsibility to account for that step. We are not engaged in a contractual agreement stating that we have to get the lift installed. Customer simply purchased the lift to have shipped to their residence. We understand the unwillingness of 3rd party companies to decline installing the lift if the hitch on the vehicle is not reinforced enough. Acquiring of the hitch is not Top Mobility's responsibility and refusal to acquire the correct hitch is a choice that the customer is free to make. However based on our portion of the transaction, the lift was purchased, then shipped and then delivered.

  It is not that we are unwilling to accept the return.

  We have approved the return minus the return cost due to the customers unwillingness to acquire the necessary hitch for their truck that would be required for ******** from any company. The question of does the lift work on a **** Bronco, the answer is a clear yes and have had customers with Broncos get the exact same lift on the exact same car. You just need the proper hitch, which is not an item that we offer or sell. 

  With that said, The customer has already been issued a full refund, regardless of the loss taken to the company through a chargeback claim with their financial institution. 

  Thanks,

  Customer Answer

  Date: 10/10/2022

   
  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.
  
  Sincerely,
  
  *****************