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:03/03/2025

  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 purchased a wheelchair from this company last september with a one year warranty. In addition to the chair I purchased an additional battery for almost $600. The company did not initially send me the battery and I had to make several phone calls to get it sent. The delay caused me not to have it for an important trip and I was forced to rent another chair on my trip due to not having enough bettery for what was needed. when the battery finally showed up ( a full month later) it was not the correct battery for my chair. Since that time (six months) I have made 3-4 phone calls a week trying to get the correct batter sent. They have sent an incorrect battery a total of three times! I stil do not have thw correct batter. In addition, my chair is not working at all at the moment because the controller is broken and my two front wheels have broken barings making them inoperable. The I made mobility department aware of those issues some three weeks ago and have had to call and send additional pictures on several occations to keep the process moving, they NEVER follow up with me when they say they will. Today (march 3) they asked me to box up the wheelchair in it's original box and send it back for service. I'm dissabled and I don't have the orginal box for a 60 lb wheelchair from six moths ago. I would like a complete refund for my total purchase at this point. This company has fallen completely short of their satisfaction promise.

  Business Response

  Date: 03/04/2025

  Dear Better Business Bureau and Readers,
  We take our customer service very seriously and always strive to go above and beyond for our customers. However, in this case, the complaint made by ******* **** is entirely unreasonable and appears to be an attempt to take advantage of our companys goodwill.
  Lets outline exactly what happened:
  1. Battery Issue & Multiple Replacements
  The customer reported a battery issue. We promptly sent three separate replacement batteries at no cost, even after our initial shipment contained an error. Despite this, the customer refuses to return any of the batteries, even though we offered to pay for shipping and scheduled ***** pickup at no cost.
  2. Additional Damage Claims & Signs of Gross Misuse
  The customer then requested a new arm pad, joystick, and front casters, claiming they were defective. However, the pictures provided clearly show these damages were caused by gross misuse, not a manufacturer defect.
  Joystick Damage: The joystick casing is cracked and appears to have been physically impacted or dropped. A manufacturer defect would result in an internal failure, not external cracking and separation from force.
  Armrest Damage: The armrest is visibly torn and chipped, which is a result of excessive force, improper handling, or external impact. Manufacturer defects would typically result in material failure at a seam, not jagged damage from being hit or scraped.
  Front Casters: The front caster wheels are visibly worn and misaligned, which happens when a wheelchair is used on improper terrain, dropped, or subjected to excessive force. A defect would involve a failure in the structure, but in this case, the wheels show clear signs of overuse or impact.
  3. Refusal to Return Chair but Demanding a Full Refund
  The customer is now demanding a full refund without returning the chair for inspection or repair. This is not how warranties work in any industry. If a product is truly defective, the standard process is to return it for assessment. No company would provide a refund without receiving the product back.
  Our Good Faith & Final Resolution Offer
  We have made every effort to resolve this issue fairly. The customer has had the chair for over four months, far beyond the return window. We cannot issue a return at this point.
  However, we are still willing to go out of our way to help. If the customer sends the chair back, we will fix iteven though they have clearly misused itand return it at no cost.
  To make things easier, we are offering to send a box for the customer to return the chair for repairs. This is more than fair, especially considering the condition of the chair as seen in the photos provided.
  We have built our business on trust, fairness, and customer satisfaction, as proven by the thousands of happy customers we serve. However, we cannot allow a situation where someone refuses to follow basic policies yet demands more than any reasonable business would provide.
  If the customer is genuinely seeking a resolution, they must return the chair for repair. Otherwise, we consider this matter closed.
  We hope this response clarifies our position for those reading, and we appreciate the opportunity to set the record straight.
  Sincerely,
  [Your **************start="3574" data-end="3577">[Your Company Name]
  

• Initial Complaint

  Date:07/08/2024

  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 needed a lift and reclining chair. I called this company and explained that I was a little apprehensive about buying online without sitting in the chair but I was assured that I could return it without any problem. He also said that customer service is extremely important to them and their customers are top priority! I felt assured about the purchase! I receive the chair in April of 2024 and after 1 night I knew I needed to send it back. I have been calling every week since trying to get them to pickup and remove their chair! This has turned into a highly emotional issue for me. I am a senior, with a limited income and need my money back. The chair is in my way and is a constant reminder of the lies, the loss and the total disregard for my feelings!

  Business Response

  Date: 07/18/2024

  Dear *****,

  
  For some reason, I am not surprised to find ourselves addressing this issue through multiple correspondences. It's unfortunate, as a bit more attention to our clearly stated return policy on our website beforehand could have saved both of us a great deal of time and frustration. We have a clear return policy link on the product page, checkout page and so on. 

  Lets address the facts: our return policy explicitly requires products to be in their original packaging to return the product. Youve acknowledged that you discarded the original packaging, which immediately disqualifies the return based on our standard terms.

  
  Despite this, we chose to make considerable concessions on your behalf. We offered you a partial refund of $1,000 and allowed you to keep the chair, which costs $2,390 new. If we processed a full return, which would involve a 25% restocking fee and a $500 shipping cost, you would net about $1,300. Simple math here shows a difference of $300, and you would not have the chair.

  
  I urge you to recognize the effort weve made to accommodate your situation despite these clear policy breaches. Most companies would not extend such offers. We did this out of consideration for your circumstances and to provide a resolution beyond what is typically available.

  
  It's essential to understand that the terms and conditions of sales are there to ensure clarity and fairness for all parties involved. They are not merely suggestions but must be adhered to for efficient and fair operations. Your situation, while regrettable, highlights the importance of reading and understanding these terms before making a purchase.

  Also after we returned your money you accused us of lying and saying we didn't process the refund. Well I have the screenshot to prove it...

  
  Moving forward, I recommend a careful review of any future purchase terms to avoid similar disappointments. We at Mobility Department take pride in our customer service and the quality of our products, but we also expect our customers to take a modicum of responsibility for their purchasing decisions.

  Thank you for your understanding, and I hope this resolution will allow us to move forward constructively.

  
  Best Regards,
  *****************************
  Customer Relations Manager
  **********************