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:11/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After buying a new van from Mobility Express they sold on consignment a electric lift that was on my old wehicle. This was in May and they refuse to pay me the $1700 that was my due after $300 for their cost.The price of the new vam was $75,000

• Initial Complaint

  Date:10/07/2024

  Type:Sales and Advertising 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.

  We visited the store looking for information on a handicap mobility van, my dad was happy with employees treatment, very kind and professional, for that reason we went back the next day to buy a new scooter, on that day, we spoke with Mr ******* and agreed to pay for the conversion $39,000, ONLY THE CONVERSION, Mr ****** told us that he will call a few dealers for the better offer, and also that he will call a few banks to see who will have the best interes rate, he said that he would get a 3% or lower interest rate, because he had a lot of bank connections. We told ****** to call ***************** USAA, or PENFED, instead a few days later we received an email from *************** with a 6% interest rate, we told the bank to hold on that since ****** was calling the banks we requested.A few days later we text Mr ****** for an update, and he told us that that's the bank they always use (***************), we responded that since my dad only paid for the conversion, that my dad wil acquire a van directly from a dealer, so that Mr ****** can do the conversion. Next call we received was by The Mobility Store owner (Mr **** ****) in a very aggresive manner, saying that my dad signed a purchase contract, and that we owe them $46,000 for the van, my dad does not speak english, is an ederly disabled person, he signed because they agreed on paying only the conversion, not to finance the whole van. I believe they are taking advantage of my dad because of language barrier, age, and racism.

  Business Response

  Date: 11/15/2024

  Subject: Response to Complaint ID ********
  Dear BBB Representative,
  Thank you for the opportunity to respond to the complaint submitted by Mr. ******** *****. We value all our customers and take concerns like this very seriously.
  We understand the customer has ************************ confusion about the purchasing process for a mobility van and its wheelchair conversion. However, we would like to provide additional context based on our records and interactions:
  Detailed Consultation Process: Mr. ***** and his family visited our store to inquire about a wheelchair conversion. During their visit, we carefully explained the purchasing options available, including buying a new mobility van that includes a wheelchair conversion.
  Customized Order and Signed Agreement: After thorough discussions facilitated by the customer's adult children, who acted as interpreters, Mr. ***** chose to custom order a brand-new van, complete with a wheelchair conversion. This decision was confirmed and finalized when Mr. ***** signed the purchase agreement and invoice. The signed documents clearly outlined the total cost, including the van and conversion.
  Efforts to Secure Financing: At the customer's request, we reached out to various financial institutions to secure financing. We provided the customer with options, including an offer from ****************************. While this rate may have been higher than initially anticipated, we acted in good faith to obtain competitive terms for the customer.
  Communication and Clarification: We attempted to address any misunderstandings regarding the agreement. Our owner contacted Mr. ***** to clarify that he had entered into a contract for the purchase of the new van and conversion, as opposed to just the conversion.
  Commitment to Transparency and Fairness: At every step, we aimed to provide clear communication and ensure the customer fully understood the terms. The involvement of the customer's family members as interpreters was to ensure transparency due to the language barrier.
  We regret if there was any confusion regarding the process or terms of the purchase. We firmly deny any allegations of taking advantage of Mr. ***** based on his age, language, or disability. Our team strives to treat every customer with respect and integrity.
  Proposed Resolution:
  We are open to discussing this matter further to find a solution that is fair to all parties. While the signed agreement indicates the purchase of a van and conversion, we are willing to meet with Mr. ***** and his family to review the terms and discuss any viable alternatives that can address their concerns.
  Please let us know how we may proceed to resolve this matter amicably.
  Thank you for your understanding and assistance in addressing this complaint.
  Sincerely,
  **** ****
  The Mobility Store
  *****************
  Lakeland, FL ***** ************

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date: March 15, 2024 $3,450.00 was paid to this business for the sale of a scooter They committed to provide to me a scooter with 40 Ah Lithium-ion Battery + a seat of 20"W x 18"D and a Canopy cover for rain.We agreed that he will give me the upgrade of the battery plus de seat and the canopy for the total price of $ 3,450.00.The same Baja Bandit 4 Wheel Scooter with the 40 Ah Lithium battery, and the 20" seat is at ************************************************************************************************************** for a price of $3,689.00. When I told him that he said that he will give me a special price to buy from him of $3,450.00. Then, he gave me the scooter and he said that it has the 40 Ah lithium battery included in the battery box. I asked him to open it and he said "I cannot do it", the 40 Ah battery is there. When I came home I checked it very well and there is just 1 battery of 20 Ah. I called him today 3/18/24 and he told me that if I want it will cost me $630.00 more which is not fear because we agree with a price and I paid the whole amount thinking he was an honest seller. The same scooter he gave me is at other places for just $3,059.00. Today I called him and I asked about the lie of the battery and he said I will have to pay more money and "period", so I told him that I want to return the item and he said that there is no return. How come there is no return for an item of $3,450.00. I can read from other people's complaint that this place is not an honest business and that they cheat the customers with lies and promises that they do not accomplish. It is not fear. I request from your authority to close the nature of the business or to put them a fine. They are lying and cheating people with a lot of money and someone has to protect our rights in this country. Business like that do not have a good faith with the customers. I wrote on the paper he made me sign that he still needs to deliver to me the seat and the canopy, thinking that I was receiving the 40 Ah lithium battery as he told me. I am now afraid that if something happen with the scooter will I have a guarantee as he said? Or he is also lying on it?I bought it because I need it for my health and it is not fear that businesses like that use the necessity of others to cheat customers. As a resolution to my issue I am asking them to:Deliver to me the additional 20 Ah Lithium battery, plus the canopy and the seat of 20" because that was the deal agreement or if they are not willing to satisfy my requirements to accept the return of the scooter and credit my account with the complete amount of $3,450.00. I sincerely hope that your authority can resolve this issue and help customers not to be cheated by dishonest companies like that. Thank you.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The store sold us a faulty lift for our mobility scooter. We went back to the store and the mechanic there said that a part needed to be replaced. The salesman, *********************** told us he ordered the part and it would be in on 1/10/24. When we called to see if he had received the part he said no but he would check on it and call us right back. We never heard from him so we stopped by the store and he tried to convince me that the part was not needed. I became upset with him and he apologized and asked us to wait and said he had ordered the part. I have been calling for a couple of weeks now and he will not speak with me. We just want the lift to work properly so that we can access our trunk. Could you please help us ?

• Initial Complaint

  Date:10/19/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Almost a year ago November 2022, we took my fathers mobility scooter trailer to the mobility store in Lakeland to put on consignment. They contacted us about 2 months ago to tell us the trailer is not selling, and we need to come pick it up. We have gone 3 separate times to pick up the trailer, spare tires and tools associated with the trailer. The first time when we arrived, they told us the extra parts were locked up and they didn’t have the keys to the shop on a Saturday so we could not get it (need the tool and trailer attachment to tow it). The second time we got almost to the store and called to verify they had everything ready, and they told us they didn’t have the extras out (they forgot). The third time we called ahead, and they told us it was all ready to go (extras were there and ready), only to arrive and they say they couldn’t find the extra parts. While there the 3rd time they claimed that we owed them $400 in “Advertising fees” which were not listed on the contract. When we questioned them about said fees and asked to be shown where those were agreed to on the contract, they told us to leave the store and called law enforcement on us (had us both trespassed from the property). We hired an attorney who sent a demand letter, which was ignored by the company.

  Business Response

  Date: 12/01/2023

  Good Afternoon,

  We have a consignment process that is the same for all customers. The customer got extremely irate with the sales manager while he was getting the requested consignment items ready for the client. The client refused to pay the $400 marketing fee and decided to spit in the managers face and leave. The manager then filed a complaint with Lakeland Police Department. Once the $400 marketing fee is paid we will release the consignment item. 

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the attached contract states nothing about a marketing fee and that was never part of the original agreement. Attached is the original signed contract and a letter from our lawyer demanding the return of our property (which was ignored). Not that it makes a difference in the return of the property; however, to set the record straight no part of my party ever became irate with the staff at the store, nor did anyone spit in anyone's face. When we asked to be shown where the the marketing fee was listed on the contract we were asked to leave the store and were told that the police were being called. Before we could close our trailer and make a safe exit from the premises the the police arrived and we cooperated with them fully. The manager of the store presented the police with a bill for marketing fees and the police provided that to us prior to our leaving.
  
  
  
  Sincerely,
  
  
  
  ******* ********