Complaints

This profile includes complaints for Superior Van & Mobility's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Superior Van & Mobility has 20 locations, listed below.

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  Superior Van & Mobility, LLC

  1506 Lake Shore Ct Louisville, KY 40223-3803

  
• 

  Superior Van & Mobility, LLC

  4246 Meghan Beeler Ct., Suite 1 South Bend, IN 46628

  
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  Superior Van & Mobility, LLC

  13095 Madison Avenue Fishers, IN 46038

  
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  Superior Van & Mobility

  6260 Techology D Pensacola, FL 32505

  
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  Superior Van & Mobility

  11147 Mockingbird Dr Omaha, NE 68137

  

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:05/27/2025

  Type:Customer Service 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 am writing to express my concern regarding an issue with both the service I received from an associate and a critical safety oversight related to equipment recently installed on my vehicle for my special needs son. We recently discovered that the Turny seat installed does not include the necessary anchors or tether required to properly and safely secure a child car seat. This is particularly troubling, given that Superior was aware the equipment was intended for a child with special needs. Until now, we have been manually securing the car seat with the seatbelt, believing it to be safe. However, we have since been informed by a certified car seat technician at Riley Hospital that this method does not meet safety standards. As a result, we can no longer use the Turny seat for transport, and my son ***** must now ride in a different seat until a safe solution is implemented. After researching our options, we’ve found that it is possible to install the required anchors and tether, but it would come at an out-of-pocket cost. Had I been informed at the time of installation that these crucial safety components were not included, I would have requested their installation be included with the waiver submission. I’m extremely frustrated and disheartened by this situation. I would never have knowingly transported my child in an unsafe manner, and to learn from a third party that I have been doing so—despite my good faith efforts—is deeply upsetting. While I appreciate the small discount provided on labor, it felt inadequate in light of the serious nature of the oversight. Additionally, I was disappointed by the dismissive attitude of one associate, which only compounded my frustration. As a customer, I feel unfairly blamed for a situation that arose from a lack of clear communication and transparency.
  It is by sheer luck that we didn't experience an incident in which my son could have been seriously injured due to the missing equipment.
  Superior Location: Indianapolis, IN.

  Customer Answer

  Date: 05/28/2025

  
  
  Better Business Bureau:
  
  
  
  I wanted to inform you that the company that I filed the complaint on has since taken care of the issue and looks like I won’t be needing any further assistance. I appreciate the time and effort of the BBB and the assistance provided. 
  

  Thank you so much,
  ***** *********
  

  
  

   
  
   

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/06/2025

  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 purchased a replacement remote for my link seat on December 3, 2024. When I purchased the link seat on 9/23/2022, it has a 3 year warranty for parts.

  

  Business Response

  Date: 03/05/2025

  Mr. ****** did come in on 12/02/24 and we found that his control box and hand pendent needed to be replaced. We called ***** ********* with a warranty case and were able to get the parts sent out to us. The invoice (******) is from 12/20/24, and is for the labor only. The parts were covered under warranty. However, ***** ********* warranty is a 3 years parts and 1 year labor warranty. The labor for invoice #: ****** was to diagnose and replace the hand pendant and control box; in the amount of $225. I am not seeing an invoice for $346. We originally installed the seat on 09/23/22, so the warranty on the labor had already expired on 09/23/2023. The parts warranty is in effect until 09/23/2025.

• Initial Complaint

  Date:05/09/2024

  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.

  Bought a car from Superior Mobility that located on Old Jefferson Blvd. And had a problem with them getting them to fix.. just purchased 2 weeks ago and had a 30 day warranty.

  Customer Answer

  Date: 05/09/2024

  The company was Superior Vans and Mobility. 

  

  Business Response

  Date: 05/13/2024

  This customer purchased an as-is Used 2014 Dodge Grand Caravan SXT with Wheelchair Conversion on 4.25.2024.  The vehicle had 122, 823 miles at the time of sale. On May 7th, customer was informed by an **** **** employee that she needed a new alternator.  Customer chose to have a mobile technician of her choice install an alternator. The next day the van died while she was driving it. She called our General Manager in the Baton Rouge store very upset stating that she was having the van towed and wanted her money back from us.  She threatened to obtain a lawyer and have police come to the store. Our GM explained again, as she had prior to the purchase, that she had a 30-day warranty on the wheelchair conversion portion of her mobility van, but the van had been sold as-is, and she had declined an optional purchase of an extended warranty for the chassis and its components.    As a courtesy, our General Manager agreed to pay for the tow of her van to *** **** ****, and we agreed to have them assess what was causing her van to stop running. It was determined that the alternator purchased the day prior was "defective" and was not holding a charge.   We contacted the customer and relayed the message and explained that the part needed (another alternator) per their assessment as well as labor would not be covered by Superior.  Customer then stated that she wanted to "return the van and get her money back". We explained again that we would not be buying the vehicle back as it was purchased as an as-is vehicle and expressed our sympathy about the alternator. She then asked if we would do her the courtesy of paying another tow charge to move the van to her home.  We agreed to pay for this additional tow charge, and the van was returned to her home from *** **** ****.   She thanked us and that was the last time we were in communication with this customer.  Please reach out if you have any additional questions or concerns.  

• Initial Complaint

  Date:09/20/2023

  Type:Billing 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.

  On Sept 8th we took are f350 van in to have a leaking cylinder replaced. We got there around 2pm and waited for them to finish with another customer’s vehicle. It was after 2pm when they took it into the shop. About 3pm they said it was ready. We noticed that they charged two hours labor. I told the lady at the desk that you only worked on it for less than a hour. She said that it was for when we came in last month to take a look at it. And that two guys worked on it, and they both need paid. I don’t feel you can charge a customer for 2 hours work just because two guys worked on it.

  

  Business Response

  Date: 11/03/2023

  We have reviewed this complaint and investigated with our Evansville staff.  We learned that we did refund one hour of labor for this customer in September from a customer service perspective, however, the 2 hours of labor originally billed were legitimate because of the (1) of time spent prior to this visit on diagnosing the issue, and the second hour our labor was billed for the service event repair.   If our Office Administrator explained the reason for billing as a function of having two technicians on the job, that was an error on her part.  We have never billed service out according to how many technicians assist on a job.  We have since coached her on this topic and there is now clear understanding of how we bill labor.   We regret this event occurred.   We made this customer aware in September as well that his wheelchair lift is 23 years old, and although it has been a reliable piece of equipment for a very long time, other failures are likely to occur that will require us to diagnose an issue before we order replacement parts.