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Business Profile

Mobility Scooters

Marc's Mobility, LLC

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/21/2023

    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.
    Marc's Mobility does not know their customer base.

    Apparently, they expect their customers to be hearing, and able to have phone conversations and remember spoken, rather than written, repair directions. Physically able to do a two person lift of the box off the skid, get the chair off the skid safely, and drive it without looking at the instructions.

    A year ago, a friend had an excellent experience with them. Scooter delivered to her door. No problems. Works perfectly.

    I attempted to order. It required a phone call. Not appropriate for a deafblind individual.

    My power chair was dumped in the middle of the driveway of our retirement center with no help getting it unboxed, or off the skid. Left to be run over. How am I supposed to be able to do a two person unboxing, or pay to get rid of the box and skid?

    Then, the charging issues began. I contacted by email in March and April 2023. The only way I am able to fully communicate.

    The only response was "Call Me." Sorry. That is reserved for my spouse, the only person whose speech I am able to communicate vocally with.

    It is September 19. I am still waiting on a response to an email on April 28.

    I almost missed my birthday party Saturday, because my charger is again not charging. It cannot manage to charge enough to go half of 3/4 of a mile without losing all charge.

    Again, another email sent with no response.

    I want to be able to get the 2 year battery warranty included with the purchase. And have it checked to see if it is faulty wiring. Or a bad charger.

    I am not able to comprehend spoken. I need written instructions to follow. And to refer to if it happens again. It takes seconds to read and reply to written. Hours to comprehend a few words spoken.

    I do not recommend this company unless you are fully hearing, and physically able, and therefore do not need a power chair.

    It is a nice chair, if you are a mind reader and can guess how to get the battery to work. And guess when it is fully charged.

    Business Response

    Date: 09/21/2023

    Hi ******

    We do not ship anything unless we speak to the customer first. At that time you would have been notified how it was going to be shipped, (Fully assembled from us) All other companies drop ship and then you have to put the whole unit together. We did apologize via email to you about where the driver left it. Its unfortunate but its a freight company, similar to fedex and we dont get to chose the driver nor tell them exactly how to do their job.

    I did contact the manufacture to send out a tech to eval the unit to inspect the unit and check the batteries for you. 

    I also sent a follow up email to you with this and explained that tech would need to speak to someone about a time to come look at the unit and asked if you could give us someone's phone number that they could speak to. 

    Batteries on power chairs are only warrantied for 6 months but after eval if the batteries are indeed bad then ill get you a new set of batteries. 

     

     

     

     

    Customer Answer

    Date: 09/26/2023



    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.




    Sincerely,



    ***** *****
  • Initial Complaint

    Date:05/09/2023

    Type:Delivery 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 ordered a power wheel chair, paid for it in full, and received an invoice that said the product would be shipped on May 8th.
    I've called the company several times and was told that it had not been shipped. Nobody seems to know when it will ship.
    I need to know the exact date it will be shipped or I want my money returned.

    Business Response

    Date: 05/09/2023

    Hi

    When this customer was told before he made his purchase that this unit would ship Mid May. Then he called a week after his order was placed to ask where he unit was. At that point we had more clarification from the manufacture that these would ship approx. the 2nd week of May. He called in again a week ago to check again on his order and we told him the 2nd week of May. On his invoice that was created back in April when we did not have an exact date it shows ship date of 5/8/2023 which means it would ship the 2nd week of may. The customer called yesterday looking for an update on his shipping status and we were not able to call him back yesterday so he then wrote into the BBB. 

     

    I am not sure why this customer is upset when we told him a minimum of 3 different times this unit should ship the 2nd week of May. 

     

    We reached out to the manufacture and they told us this morning that they received the units yesterday and now are sorting and will begin to ship these out soon.

    Customer Answer

    Date: 05/09/2023



    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.




    Sincerely,



    ******* ********
  • Initial Complaint

    Date:01/20/2023

    Type:Customer Service 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 am a Disabled individual. I needed an Electric Chair. I knew nothing about the chairs or how to purchase a suitable chair.

    Calling Marc's Mobility from an online AD, (I am in PA they are in Florida), I spoke to a woman.

    She advised me to purchase a larger expensive unit because at my weight, 250, this chair, rated for 400lbs, would last longer because I was under the weight.

    When I called back I dealt with Alex from then on.

    He never took my measurements, weight, or height to see if his associate recommended the correct chair since he took over the sale.

    He also knew I had to take out a $4000 loan to purchase this chair.

    When the chair got here, it was way to big. I can barely get up on it and the seat is way to big.

    When I called him about it, he said once it was out of the box it was considered used. So he would buy it back for $2000...HALF of what I paid.

    I refused to let them scam me like that. So the chair sits in my home unusable. Mean while I have to make the payments and have no useable chair which I desperately need.

    This company should have requested the appropriate measurements in order to sell me the appropriate chair.

    I was scammed so they could make $2000 dollars.

    Business Response

    Date: 01/20/2023

    Hi ******

    I am sorry this unit did not work out for you. I do remember you specifically because we sent you an estimate on 10-3-2022 and you did not purchase until 11-8-2022 about 4-5 weeks later. We spoke on the phone at least 4-5 times from the time you received the estimate to the time you made the purchase. I did speak you about about the Jazzy Air 2 and tried to tell you that unit would be better but you kept coming back to me saying you were set on the Merits P3274. You have said I never asked you any questions and that is flat just not true. I always ask peoples height, weight and where they are going to use it. I told you the size of the Merits compared to the Jazzy Air 2 and your mind was set on the Merits P3274. I can say we spoke for well over and hours worth of time between the 4-5 calls before you made the purchase. You kept going back and forth between the Jazzy Air 2 and the Merits and I even told you the Air 2 we could even get you for a better price then the Merits but it was your decision to go with the Merits. This was not forced on you and even recommended you go with the Air 2. I do not feel it is right for you to say we scammed you out of anything because that is flat untrue. 

    On top of everything we gave you over $1,100 off the unit. Basically giving you the unit just above our dealer cost. Which you can see the prices of the unit here, go to customization and add the seat lift and swing away: *****************************************************************************************************************************

    So when we offered the buy the used unit back from you for $2,000 you have to understand the costs that are associated with it. We would be the ones shipping it back to us which would cost $300-400. Then we have to sell this as a used unit and spend money marketing this on our website. We then have to re ship this unit back to someone else in the U.S which is once again in a $300-500 range depending on where in the US it ships to. There are a lot of other expenses that I do not think you realize go into this. We made you a fair offer to buy it back and it was not something you wanted to accept any fault in. Which once again this was the chair you made the decision to buy when we gave you an alternative from the beginning. 

     

    Thank you


    Alex V***** P***

     

     

    Customer Answer

    Date: 02/09/2023

     

    Complaint: ********



    I am rejecting this response because:

    I am getting real tired of hearing your MADE-UP STORIES about you trying to sell me the iazzy 2.

    IT JUST NEVER HAPPENED THAT WAY!

    Your latest version is one if those issues, once again, llthat cannot be proven one way or the other.

    Now you are CLAIMING I used the unit & therefor it is not returnable.

    Since you are in Florida and I am in Pennsylvania, EXACTLY HOW can you CLAIM to know whether or not I "used" the unit?

    The unit was taken out of the box, tried out, and found to be unsuitable because YOU never asked the proper measurements.

    You CLAIM, to have properly  conducted the sale, taking all the needed measurements.

    Yet, when I asked to SUPPLY these measurements, which would have PROVEN you DID properly conduct this sale, you FAILED to do so.

    Let me be clear,  I do NOT care what the shipping costs were.  This is YOUR screw up, not mine.  

    I am DONE with your stories and this game you are playing.

    Either you are a LEGITIMATE company or you are NOT.

    If you are legitimate, you will absorb the cost of YOUR mistake, refund my money in full, and pick up the unit at YOUR expense.

    it is that simple.




    Sincerely,



    ***** ******

    Business Response

    Date: 02/09/2023

    ****** I stand by my prior comments.

     

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