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:01/26/2025

  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 purchased a power lift from this company that turned out to be defective. I tried contacting them both by phone and her emails and no replies or calls back. Fortunately, I used ****** to make this purchase, and I filed a dispute on there in which ****** reached out to your company for weeks totry and get a reply from you and you ignored them as well. ****** ruled the case in my favor, and since you hadnt replied on what to do with the item, they build you for it since you not refund me! Fast-forward half a year and I am getting a letter in the mail from your attorney saying that I need to pay this amount of money or youre going to sue me? Really, I tried diligently to return this product and I am still doing so but your guy ****** ***** is refusing to accept a return me even though the item is defective, I explained that I did not have the box.. and that I cannot afford return shipping I could barely even afford to eat at night.. you are a major company you can afford return shipping whether you think its right or wrong. I am asking you to cover the return shipping, so I can send this back and not wind up in the hospital again like I did the first time and having to have a pacemaker put in my body because of the stress that this caused me! Heck, I am pretty sure that ***** and *** can pick up packages that arent even in boxes anyways and being that youre asking me to it back to a Florida address which is the same state that I live in, the odds of it getting damaged would be slim to none.. so I would really appreciate it if you paid the return shipping so I can send this back to you, I know what your websitesays, but again this item is defective and under consumer protection laws that makes you accountable to pay for this as well.. and if Im wrong about that, then could you please pay for this because I cannot afford it. Your item is the same way it came to me, unused, because it doesnt work.

  Business Response

  Date: 01/31/2025

  Thank you for this opportunity to respond to this complaint.

  On July 12, 2024, Mr. ******** purchased a GoLite Portable Mini Mobility Lift (Lift) and 3-year warranty from us. On July 22nd, he sent us an email requesting to return the products. The next day our team responded to his email with questions to begin the return process.  Our team contacted him again by email on July ***** and August 2. They also called him on July 23, 31, and August 5. Email correspondence are attached. He did not respond to any of our calls or emails.
  

  However,on or about August 5, 2024, he filed a chargeback with ****** because he did not receive a refund. He did not receive a refund because he did not return the Lift. Despite this, ****** refunded him for the entire purchase, and deducted that amount from our account, which meant that Mr. ******** had a Lift and warranty that he did not pay for. 

  As such, on or about January 11, 2025, our attorney sent Mr. ******** a letter instructing him to either return the Lift of pay for it.

  Shortly thereafter, he sent payment via ******. Our team is now working with him and the manufacturer to address the problem with the Lift. 

   

• Initial Complaint

  Date:12/18/2024

  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.

  1. ********************************* [EWU] guaranteed the ************* fit behind Seat Row #2 (seats upright) in our SUV as condition to get ANY order. IT CAN NOT BE FIT AS GUARANTEED (per ******************** & Installers) !!! 2. Flyte received is defective. It either won't climb ramp & lock in dock, USAFE !! EWU (Seller) and ConfyGo (Dist.) IGNORE DEFECT TOTALLY OVER 3 MONTHS !!!! 3. Installed per Users Manual, unit slips back in transport and hinders latch and lock of rear hatch. Our new vehicle's interior will be damaged... perhaps expensively. 4. Excessive weight Ramp is too heavy for me or/and my wife to put back into docked transport position. It's advertised for disabled, but too heavy for many to handle. 5. While patiently awaiting ************ tries to save sale, we're forced to leave Quingo System in our vehical (no space to store, disabilities prevent us to move it). DEFECTIVE QUINGO PREVENTS ANY USE OF BOTH MY AND MY WIFES REQIRED MOBILITY DEVICES !!! 6. NOW, both Seller [EWU] and DIstributor [CM] are using time elapsed as major factor to DENY issuing an RMA !!! Meanwhile, they both BENEFIT FREE USE OF OUR $4,400~ CASH ******************

  Business Response

  Date: 01/03/2025

  Hello,
  

  
  

  Please be advised that we are not able to respond to this complaint in the time allotted. The customer made an allegation regarding a guarantee made over the phone in August. As such we need to investigate the allegation, which includes pulling all recorded calls with the customer. This will take a couple of weeks. As soon as we get access to recordings, we will respond.
  

  
  

  Thank you,
  

  
  

  
  

  Best Regards,
  

  
  

   

  Electric Wheelchairs USA

  Business Response

  Date: 01/07/2025

  Thanks for the opportunity to respond to this complaint.
  

  Mr. ******* purchased a scooter and docking station from us on August 15, 2024. On September 9, 2024, Mr. ******* contacted us requesting to the return the items because the inclined portion of the rampwas too heavy and too hard for he or his wife to push into storage position, due to a preexisting medical condition. In that same message he expressed how great the products are and how well they worked. See attached email. Furthermore, the product specifications listed on our website show the largest component of the ramp, weighing 19.6 pounds.
  

  It was not until after we sent return instructions and informed Mr. ******* of the cost to ship the items back and the restocking fee (please note that our return policy is clearly listed on our website), that he alleged that one of our representatives guaranteed that the devices would fit behind the second-row seats of his SUV and the products were defective. See attached. I reviewed all available phone calls and email communication between our team and Mr. ******* and there is no evidence that anyone made that assurance.
  

  Ultimately, the evidence shows that Mr. ******* was happy with the products, but wanted to return them due to physical limitations which made it difficult for him to operate the ramp. He only made an unfounded allegation about a second-row guarantee and issues with the devices, when he learned of the cost associated with returning the devices. While we certainly understand that the customer was disappointed with the return costs, that's no reason to make false allegations against our staff. As such, Electric Wheelchairs USA did nothing wrong in this matter.

  Customer Answer

  Date: 01/07/2025

  N. N. ******* [NNG] 2025/01/07 Response to ElectronicWheelchairsUSA [EWU] BBB Complaint Reply: 

  The EWU representative's reply once more ignores any and all communications and negotiations between *** and sales representative "***** M" for over one month before any order was placed and one month after the product was delivered.  The KEY and sole element of these discussions were that NO ORDER COULD OR WOULD BE PLACED UNLESS AND UNTIL THE SELLER COULD GUARANTEE THAT THE QUINGO FLYTE & MK2 DOCK-RAMP SYSTEM WOULD FIT BEHIND THE FULLY UPRIGHT SECOND SEAT OF OUR 2023 AND POTENTIAL 2025 ****** OUTBACK LIMITED SUV (PERIOD).  "***** M" offered special pricing and discounts to prompt an immediate sale, but NNG refused to order without the above assurance.  "***** M" took additional days (either to honestly check with the distributor or installer, or to consult ************** for alternate directions), then reached NNG via telephone to state "The Quingo Flyte & MK2 system WILL fit behind row 2 seats in your ****** Outback, so we promise that it will fit.".  I advised that I needed to make arrangements and would get back to her or order on line.  When I called back a day or more later, she repeated the fit guarantee, upon my request, offered a 12% discount (vs standard 10%), I demanded a repeat of the guarantee, and upon receiving said guarantee placed our order. 

  1__We now have a Quingo Flyte & MK2 System essentially trapped inside our new 2025 ****** Outback Limited vehicle (no other space to keep it in untouched "new" condition).
  2__It consumes both cargo and row 2 seating areas, contrary to the multiple promises of ***'s only representative offered and contacted through sale & delivery & original return request.
  3__It is defective and will either not accept full charge and/or will not produce enough power to reload itself into a properly configured MK2 Ramp with extension pieces added. 
  4__It cannot be used by myself or my wife (independent of any ramp weight issue).
  5__Its position and bulk in our vehicle prevent either myself or my wife from using either of our alternative mobility assistance devices until this matter is resolved.
  6__We are at a loss of approximately $4,400 for a device we cannot use or return for any credit due to EWU delays and extensions (such as "***** M" or other *** officials referring us to ComfyGo (distributor of Quingo) for direct research on promised "FIT" issue and/or related to "RETURN privileges & authorizations".
  7__ComfyGo has, quite confirmed the fact that this Quingo System could Never have fit in our vehicle, may have defects when returned and examined, but (understandably) referred us back to EWU (as original Direct Seller of Record) for RETURN AUTHORIZATION. 

  We are now awaiting ElectricWheelchairsUSA, as Original Direct Seller of Record, to live up to their original Promises and Guarantees by issuing an Official and Formal RMA, including all subsequent actions and measures, to affect RETURN of One (1) Quingo Flyte & MK2 Dock-Ramp System for CREDIT/REFUND at the earliest possible time. 

  We believe that given broken promises/guarantees extended by an authorized representative of *** we are not without cause to insist that EWU arrange with ComfyGo that such return be made at Less Than the 25% Return Charge, and that any non-abuse damage or defect or deficiency in the subject product be removed from our responsibility (given that we will exercise our best care in making the product available to their assigned transportation carrier for packing and shipment.  We believe that we are fair in limiting our exposure of shared cost in total return of this product to the 12% figure *** originally granted us as an incentive discount for out post-guarantee order. 

  digitally signed:
  ___Neal *. ******* ___ 2025/01/07___
  ******************************************************************************************
  Phone(Cel):  *************** (alt: ..8244)
  Email (PC):  ******************************  _and_
  Email (cel):  ************************** 

  Encl.(2): QNGO240910 EWU Reply - Quingo...   /   QNGO241212 ******* RETURN...
  

  Business Response

  Date: 01/15/2025

  As previously mentioned, we reviewed telephone call recordings and email correspondence regarding this matter. There is no evidence that ***** M or any other customer service representative guaranteed the customer that the product would fit behind the second row seat of his vehicle. As such, we have no further comment on this matter.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22703914
  
  I am rejecting this response because:

  The merchant, Electronic Wheelchairs *** [dba ************************************* at ************************************************* website] could not possibly have reviewed telephone recordings, as they claimed to BBB officials in writing, without finding multiple instances of the subject guarantee. 
  

  Electronic Wheelchairs USA clearly reveals itself in this issue to be a company which directs its representatives to make ANY statement, promise or commitment to any and every customer to secure a sale, regardless of the inconveniences, damages and costs their deceptions may cause for the unfortunate consumer who trusts their falsehoods as honest business practices.  It is unconscionable that such a disreputable merchant chooses to select people with major illnesses and disabilities to prey upon. 

  I will commit my efforts to take every possible action to bring ***'s disreputable policies and practices to the attention of the widest and most authoritative audiences possible.
  
  Sincerely,
  
  **** And ******* *******

  Business Response

  Date: 01/20/2025

  We've already addressed the allegations in this complaint. We have no further comment.

  Customer Answer

  Date: 02/01/2025

  We have escalated this complaint to AVC - Quingo, the product manufacturer / worldwide distributor in the *** 
  We now,hereby, also Escalate this complaint to *******, the authorized U.S. distributor and our product shipper in **** 

  In ALL communications to us and to BBB, ************************** [EWU] and ComfyGo (upon referral by ***) have NEVER made ANY attempt to resolve, and have NEVER even bothered to mention correction of major DEFECT(S) in the Quingo Flyte Scooter and/or Quingo MK2 Dock-Ramp System.  We continually brought said defect(s) to EWU and ComfyGo during our communications beginning within 2 weeks of receipt (and first unpacking of this product. 

  __Neal Gibbons__25/02/01__
  

• Initial Complaint

  Date:11/22/2024

  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 purchased a scooter from them. I advised them when I ordered it. That I needed it before my Japan Trip. My scooter came with a broken battery. I reached out to them the day that I got it, and was assured that a new one would be sent to me before the trip. When I receive the box, it was just a battery case and not the actual battery. I reached out to the company and they couldnt get the battery to me before my trip. I was told by there customer service ********** we could deal with compensation after my trip. I had to spend another 1050 on a scooter rental in ***** after paying them 1000. I asked my to reimburse me 400 of the scooter rental and they said no and only offered 100, turned that down and will be looking into taking them to court

  Customer Answer

  Date: 11/25/2024

  The company reached out today and settled this matter with me.   

• Initial Complaint

  Date:06/06/2024

  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.

  Being disabled I purchased a mobility scooter from ****. wheelchairs for *******. That is a very expensive mobility scooter designed for off road use. I thought it would help me spend time in the ***** as I miss it very much ( on trails only its not a quad nor did I ever believe it to be) It was delivered with 2 bad tires (bead leaking) so I had 4 inner tubes installed. I quickly realized that all four tire were just hand tightened. Also the battery connections were loose which I fixed. Now the throttle needs to be replaced. I have been stranded in the ***** twice now (flat tire and throttle) and had to drag this 400 lbs. machine home (disabled). Electric wheelchair is one of the very worst companies Ive ever dealt with and ************** built it. This machine is so poorly made I find it difficult to believe these two companies are ***** to sell there products in *******. The only way to use this machine is to stay in your yard with it so you can get home. I expect a complete refund my purchase date was 11/15/23 and its under warranty. There refusing to refund me or even speak to a manager. They say there going to fix it but I already know I wont hear from them because they have never returned a phone call yet. And you cant make this machine reliable. I cant use it its junk. I would go as far to say I believe Pride pays China maybe ****** for this machine

  Business Response

  Date: 06/14/2024

  Customer reported a problem with the throttle their scooter on 6/4/2024, Electric Wheelchairs USA was then in contact with Pride Mobility about this to locate a technician and parts to resolve the issue.  On 6/12/2024, a technician was assigned to this job and parts were shipped to the technician.  Customer was advised of this and a tech will be calling the customer to repair the issue.  This has been communicated to the customer and each issue has been addressed every time the customer contacted us.  ******************** and Pride Mobility are honoring the warranty included with this order as they always have.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21813026
  
  I am rejecting this response because: To quote electric wheel chairs (Each issue has been addressed) is an outright lie. Not to mention the fact that they think its ok to address so many issues. To be fair and honest, they did address the underrated battery charger buy sending me another identical underrated charger. It is working but clearly rated for max 80ah batteries and mine are 100ah. Not expected to last long or maintain my batteries for any length of time. I was told about them sending a tech but havent heard anything from anyone (they Never Ever respond) you have to contact them again for a response.

  I live in ***************** 1 its a 55 + community (there are 7 villages) I can reach all of these people easily. The rest of my town is various other similar communities. If I dont get my money back I PROMISE to cost electric wheelchair much more than my money. 
  I have posted nothing and sincerely hope I dont feel the need. If more details are necessary I have them all. Buy the way, my machine has 12 miles on it. Catching me in a lie is NOT POSSIBLE!! I never lie.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:04/11/2024

  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 have a disability and purchased a Transformer Folding mobility Scooter from Electric WheelChairs USA on May 23, 2023. Within the first 6 months I was experiencing issues with the scooter, The scooter was not closing with the automatic button, A technician came to look at the scooter and the motor had to be replaced. I was told that they will replace my scooter with a refurbished scooter, I received the refurbished scooter, a few weeks later I was experiencing issues with the springs making very loud noises, the back up beeping horn not working, the tiller loose, I found screws on the flour that were falling off. The technician came and maintenanced the scooter on 4/4/24. On 4/10/24 as I am riding my scooter, it stops in the middle of the street, causing traffic delays and calling people off the street for help, I was told from Enhanced Mobilty that the brake could be a defect from the manufactuer. ****** ***** from Electric Wheelchairs USA told me specificly, unfortunately there is nothing they can do, I have a year warrenty with the company and the manufacture. *** ******* is making me pay for parts and labor and he is from the manufacture.

  Business Response

  Date: 04/18/2024

  Thanks for the opportunity to respond to this complaint.
  

  Ms. ******* purchased a scooter from us on May ******. The scooter comes with a manufacturer warranty on electrical components and a limited lifetime coverage on framework of the scooter. The warranty excludes damages caused by improper operation or maintenance, among other things.

  About five months later, in October 2023, she contacted us to report the automatic folding mechanism was not working.  A technician was sent out and determined that the actuator needed replacement. The replacement part was installed on November 1, 2023.
  
  About a month later, ********** contacted us again, reporting the same issue with the automatic folding mechanism. After reassessment, the manufacturer decided to replace the scooter. On December 1, 2023, the replacement scooter was delivered to the customer and the original scooter was returned to the manufacturer. Upon receiving the original scooter, the manufacturer noted that scooter was in very poor condition, so much so that it was beyond repair and had to be scrapped. This was an indication that the problem with the scooter was caused by improper operation and/or maintenance.

  About three months later, Ms. ******* reported a new issue, this time a spring sound. Although not an issue covered by the warranty, as a courtesy, we sent a technician to tighten the screws.  Once again it was noted that the scooter had been improperly operated and/or maintained, and as such the warranty was voided.Therefore, Ms. ******* is responsible for any needed repairs.

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21560852
  
  I am rejecting this response because:
  You are responsible for the labor. It has not been a year and you have issued me 2 scooters with malfunctioning parts. First was the motor malfunction and the 2nd one with brake malfunction 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/23/2024

  We have nothing further to add.

• Initial Complaint

  Date:08/04/2023

  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.

  Spent approx. $5500 on a scooter with upgraded batteries and 3 year extended warranty, and 14 months later the scooter wouldnt charge properly. Got tired of waiting for them to contact me back and honor the warranty, so I contacted a local mobility scooter repair shop and they replaced the batteries (found to be defective) at a total cost of $775 to me, out of pocket. After 5 weeks of no response from ***** and loss of use of my scooter, Im finally mobile again, but it cost me lots of extra money from which I received no value.

  Business Response

  Date: 08/14/2023

  Thanks for the opportunity to respond to this complaint.
  

  Mr. ******** purchased a scooter from us on April 20, 2022, along with an upgraded battery and three-year extended warranty. The scooter was delivered on or about April 25, 2022.

  About fourteen months later, on June 26, 2023, he contacted us to report that the scooter battery would not hold a charge. Per our website the battery was covered by a 13-month warranty from the battery manufacturer, provided the customer followed the charging habits protocol as determined by the battery manufacturer. The three-year manufacturer warranty covers certain structural components.
  

  Per company policy, we notified the scooter manufacturer of the reported issue and inquired about the warranty status.  The manufacturer responded that the battery was covered by a 13-month warranty from the battery manufacturer, but that warranty had expired. They also advised that the three-year warranty does not cover batteries; it covers structural components such as the main frame, brake,and seat post. 

  In summary, Mr. ******** scooter battery was no longer covered by the 13-month manufacturer warranty when he contacted us to report the issue. The warranty on the battery expired on May 22, 2023; he didnt contact us until June 26, 2023, a little over a month after the warranty had expired. Furthermore, the three-year manufacturer warranty does not cover battery replacement. Therefore, the manufacturer had no obligation to replace his battery. Furthermore, Electric Wheelchairs USA does offer any warranty on the products we sell, therefore we did not have an obligation to replace his battery.
  

  Both warranties began on the date of invoice/date the product ships. Below is the warranty as stated on our website:
  

  Warranty Information for the Afiscooter S 4-Wheel
  THREE-YEAR LIMITED WARRANTY 
   For 3 years from the date of invoice issued by Afikim Electric Vehicles to Dealer, Afikim 
  Electric Vehicle will repair or replace at our option with any new or reconditioned components, 
  free of charge, any of the following parts found upon examination by an authorized 
  representative of Afikim Electric Vehicle to be defective in material and/or workmanship: 
  
  Structural Frame Components, Including: 
  Main Frame  
   Fork 
   Seat Post 
   Tiller Frame 
   Transaxle 
   Motor/Brake (electronic function ONLY) 
   Brake 
  
  
  NOTE: 
  If there is an increase in the operational noise level in the transaxle, the warranty does not apply. An increase in operational noise level usually occurs due to abusive and excessive strain on the scooter. For one (1) year from invoice, Afikim Electric Vehicle will repair or replace at our 
  option with any new or reconditioned components, free of charge, any of the following parts 
  found upon examination by an authorized representative of Afikim Electric Vehicle to be defective. 
  in material and/or workmanship: 
  Bearings  
  Bushings  
  Rubber Components (except tires) 
  Plastic components (except body) 
  Electronic Controllers  
  Chargers 
  Harnesses 
  Any other electrical subassembly 
  
  *The battery is covered by a separate warranty, provided by the battery manufacturer. 
  The batteries are not warranted by Afikim Electric Vehicle. This is a 13 month warranty, 
  provided the end user followed the proper charging habits protocol, this will be 
  determined by battery manufacturer. 
  
  This warranty does not extend to those items which may require replacement due to normal 
  wear and tear. 
  
  ABS Plastic shrouds  
  Upholstery 
  Armrest pads  
  Motor brushes  
  Brake Pads 
  Tires and tubes  
  Fuses/Bulbs  
  Circumstances beyond the control of Afikim Electric Vehicle 
  Labor, service calls, shipping, and other charges incurred for repair of the product, unless 
  specifically authorized, IN ADVANCE, by Afikim Electric Vehicle 
  Repairs and/or modifications made to any part without specific consent from Afikim 
  Electric Vehicle 
  
  Exclusions also include components with damage caused by: 
  Contamination 
  Abuse, misuse, accident, or negligence  
  Battery fluid spillage or leakage 
  Commercial use, or use other than normal  
  Improper operation, maintenance, or storage 
  
  NOTE: Gradual deterioration in performance because the battery has been left in a discharged 
  state, left in cold conditions for an extended period of time, or worn out through heavy use is not 
  covered. 
  
  SERVICE CHECKS AND WARRANTY SERVICE 
  
  Warranty service must be performed by an authorized Afikim Electric Vehicle Provider. Do not 
  return faulty parts to Afikim Electric Vehicle without prior written authorization. All 
  transportation costs and shipping damage incurred while submitting parts for repair or 
  replacement are the responsibility of the purchaser. There is no other express warranty. 
  
  IMPLIED WARRANTIES 
  
  Implied warranties, including those of merchantability and fitness for a particular purpose, are 
  limited for one (1) years from the invoice date and to the extent permitted by law. Any and all 
  implied warranties are excluded. This is the exclusive remedy. Liability for consequential damages 
  under any and all warranties are excluded. 

  
  

  Business Response

  Date: 08/15/2023

  My apology for the confusion. That sentence should have read: Furthermore, Electric Wheelchairs USA does NOT offer any warranty on the products we sell, therefore we did not have an obligation to replace his battery.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20423494
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 08/20/2023

  As stated in the screenshot you provided:

  "For the Lifetime of the Product from the date of delivery, Afikim Electric Vehicles will replace free of charge, any of the following Metal parts: Main Frame, Seat Post, & Tiller Metal Parts."

  The batteries are not included in that. 

  As such, we will always honor what our warranty actually states and we consider this matter closed.

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20423494
  
  I am rejecting this response because:
  The FIRST paragraph states defected part items, and the owner of that shop said not only did the battery casings look deformed but 14 months lifespan indicates a defect, especially on an upgraded battery. Do the right thing here and honor what you sell
  Sincerely,
  
  ***** ********

  Business Response

  Date: 10/06/2023

  We have no further comment on this matter.

• Initial Complaint

  Date:06/22/2023

  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.

  We have been a faithful customer of ********************. We are, however, very unhappy with the customer service on a recent purchase. We placed the order on 5/1/2023 and paid $2671.33 for the scooter. It was promptly shipped and was up and running quickly. However, it was a very slow and poorly performing scooter and was not the right option for my husband. We called the company and were assured we could return it and receive a refund. With this news, we ordered a replacement scooter that we love. We have still not received our return authorization for the first scooter. I have spoken to three different people over the last 5 weeks and the answer we get is that the manufacturer ***** responded to their email. Meanwhile, we are sitting on this scooter and would like to return it and receive a refund. We are very disappointed in Electric Wheelchairs USA. They need to stand by their statements to me that we will receive a return authorization and subsequent to that, need to provide us with a refund.

  Business Response

  Date: 07/14/2023

  Thanks for the opportunity to respond to this complaint.
  

  Ms. ******** purchased a scooter from us on May ******. It was delivered on May 11, 2023. On May 15, 2023, Ms. ******** contacted us about returning the scooter because it was too small for her husband. She also informed us that the original packaging that the scooter was delivered in was damaged, so we had to get approval from the manufacturer to use different packaging (must manufacturers require products to be returned in the original packaging to prevent damage to the unit during transit). That approval came a couple of days later and we communicated this information to Ms. ********* However,we did not inform Ms. ******** that she needed to let us know once the scooter had been repackaged and was ready to be picked up.  
  

  Ms. ******** contacted us about a month later regarding the return. At that time, we discovered the error and requested return instructions from the manufacturer. We received the instructions a few days later and sent them to Ms. ******** on June 23rd. Part of the return instructions advised her that once the scooter was received by the manufacturer it would be inspected to make sure there was no damage. We also advised her that the inspection process could take up to four weeks and that a refund would not be issued until the inspection was completed.
  

  Ms. ******** shipped the scooter back to the manufacturer, an inspection was conducted, and a refund was issued on July *******.
  

  Ultimately, it took longer to issue a refund in this matter due to our failure to properly communicate with Ms. ******** at the beginning of the return process, for which we take full responsibility. However,Ms. ******** has been refunded. Therefore, this matter is resolved.

  Customer Answer

  Date: 07/17/2023

   
  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. We appreciate the efforts Electric Wheelchair USA took to resolve the matter.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/21/2022

  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 have had my mobility scooter for almost a year and have been able to use it for only about 2 months total time. It has broken down multiple times and has not been fixed correctly yet. I purchased from Electric Wheelchair USA and they have advised this is a Manufacturer warranty issue but they will not reply and phones just give a fast busy signal. This is a Afikim Electric Scooter and I paid almost $5700 for this scooter and have not been able to use it to get around like I need. No ONE is getting back to me and this has not been resolved.. I have emails with both Afikim Electric Scooter owner and with Electric Wheelchair USA when they answered. I have begged to get a replacement and now I just want a refund because this is ALOT of money for a product that does not work. I depended on this scooter to be able to get around after 3 surgeries and I have not been able to use it like advertised. Everyone keeps passing the blame and I am the only one who is suffering because of this.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 9, 2022/10/08) */
  Thanks for the opportunity to respond to this complaint.
  Mr. Kiraly purchased a scooter from us on October 28, 2021. It was delivered on November 2, 2021. On November 11, 2021, Mr. Kiraly sent us a video of him riding his scooter and expressed his satisfaction.
  About six weeks later he contacted us stating that "the right side of the front is rubbing when I go in the grass and also making a clicking noise when I turn right." We notified the manufacturer of the reported issues because the scooter was still under the manufacturer's warranty. The manufacturer contacted a third-party service provider to diagnosis the problem. It's my understanding that there was an issue locating a technician in Mr. Kiraly's area, which caused a delay. When the technician finally diagnosed the problem, he found that the problem was caused by a combination of improper use and a mechanical issue. The required replacements parts were ordered and installed at some time in early March, resolving the issue.
  Mr. Kiraly contacted us for the second time on August 15, 2022, to report another problem. This time he contacted the manufacturer directly and copied us on the email. The manufacturer responded the next day and advised him that they had contacted a service provider to request a technician to come out again and diagnose the problem. After the technician diagnosed the new problem, the manufacturer decided to replace the scooter and sent Mr. Kiraly a new scooter last week.
  As I stated above, Mr. Kiraly's scooter was still covered by the manufacturer's warranty when he first reported a problem. As such, we notified the manufacturer and they stepped in to diagnosis, repair and ultimately replace the scooter, thereby resolving the issue. While I understand Mr. Kiraly's frustration with the delays experienced during this process, Electric Wheelchairs USA did everything we were required to do in this situation.

• Initial Complaint

  Date:09/03/2022

  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.

  Order# *******
  Item: Pride Jazzy Zero Turn 8 Scooter
  
  On 19 November 2021, I purchased a scooter on my father's behalf for $1,690.05 from Electric Wheelchairs USA ("EW/USA" for brevity). The purchase agreement was for delivery within one month. However, over the next 7 months EW/USA postponed shipment three times.
  
  I informed EW/USA early on that I'd be leaving in January 2022 on a long-term international business assignment. Since the scooter would be delivered after my international departure, all correspondence from that point must be through email or my father's USA phone number. They took note of the change, and even repeated his number and its significance back to me in a successive call.
  
  The scooter arrived at a dock nearby my father's home on 06 June 2022, but stalled there for suspiciously long. In the weeks that followed, we contacted EW/USA twice by phone to inquire on the shipment date. EW/USA assured us it would be delivered soon, but gave no assistance.
  
  On 16 June 2022, EW/USA abruptly informed us the scooter had been sent back to the warehouse, and my order was cancelled. I received a partial refund in the amount of $1,168.54, but was charged $99 for a "shipping fee" and $422.51 for a "25% restocking fee."
  
  EW/USA informed us (only after cancellation) they use a third-party shipping service whom tried reaching out to the original phone number on the order - the one I disconnected. Since EW/USA gave them the wrong number, they couldn't get through and ultimately cancelled the shipment/order.
  
  EW/USA took no accountability. They refused to re-ship the scooter and fulfill the order (I even offered to pay the shipping fee), and refused to issue a full refund.
  
  I seek a refund of the remaining $521.51 that EW/USA shorted me for fees upon cancellation. I went well out of my way to work with EW/USA, but still they failed to fulfill my order. They can't now ethically charge me for their own logistical errors. This is entirely unacceptable.

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/10) */
  Thanks for the opportunity to respond to this complaint. As Mr. Hartnett states in his complaint, he purchased a scooter from us, Electric Wheelchairs USA on November 19, 2021. We are an online dealer for mobility scooters and electric wheelchairs. Mr. Hartnett purchased this product through our website. In order to complete his order he had to provide the shipping and billing address as well as an email address and telephone number.
  The product that he purchased was backordered due to supply chain issues and employee shortages at ports, like many other items during that time. As such, we notified Mr. Hartnett that the product was not expected to be in stock until March or April. We provided options for other similar scooters that were in stock and offered to cancel the order if he couldn't wait. Mr. Hartnett agreed to wait. The shipping date was delayed again until May and we emailed Mr. Hartnett to advise him of the additional delay. Ultimately, the product was shipped on May 16, 2022, and an email was sent to Mr. Hartnett at the same email address we used to communicate with him for months.
  
  Because mobility scooters are heavier, they are shipped via freight opposed to by Fedex or UPS. Freight companies do not just show up to deliver unannounced; they call to contact the recipient before delivery. In this case the freight company called the number Mr. Hartnett provided when he placed the order. They made repeated attempts but were unable to get in contact with anyone. Therefore, they sent the shipment back to the manufacturer.
  
  On June 9, 2022, Mr. Hartnett called to provide an alternative telephone number and email address for the first time, but by that time the freight company had already shipped the product back to the manufacturer. Per our return policy, the customer is responsible for return shipping and a 25% restocking fee is imposed on all returns. Accordingly, once the manufacturer received the returned product, we issued Mr. Hartnett a refund minus the shipping cost and restocking fee.
  
  This was an unfortunate outcome for the customer, but we did everything properly on our end.