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:08/28/2023

  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.

  During the week of August ****, I contacted Mobility Transport of ******************, to schedule rides for *************************, a totally disabled lady, during that week, through the 13th. Mobility agreed to pick ****** up from the ******************, where she lives, at 11:45 a.m., on both the 12th and the 13th. ****** was to be picked up at the address she was taken to at 5:00 p.m. on the 12th, and returned to the Laurels. She was scheduled to be picked up at 6:00 p.m. on the 13th for her return ride. Because this agreement was verbal, and Mobility does not provide documentation, all we have is that verbal contract with them.On the 12th, ****** sat waiting for her 11:45 ride. The van was an hour late getting ****** to her destination, with only a passing excuse for their lateness. I asked the driver if she would come an hour later than scheduled to make up for the time taken away from ****** with her family. The driver would not commit to that compensation, so ****** lost valuable time with her sisters.On the 13th, ****** waited for an hour and a half for the van to show up at the Laurels. They never arrived, nor did they call with any explanation. Being the weekend, we supposed, they were unavailable for contact, and after many attempts to phone them and find out what happened, we gave up. ****** never was picked up and taken to her destination that day.****** has four sisters, and other close family members, that live out of state, and once a year they come to ******** to visit ****** for a week. ****** is a ********************* and it has taken a severe toll on her health, so her family goes to great expense to travel from the east and west coasts to see her, since she cannot travel any distance. Mobility took time with her family away from her that she will never get back. All we are asking for is the return of the money we paid Mobility for the two days that they ruined for her.

  Business Response

  Date: 09/26/2023

  A refund was sent to *****************  The nursing home is very tired of **************** and his complaints.  He called daily to change the days and times he wanted us to transport his wife.  The real reason he complained is that he had to pay for the trips because the nursing home would not pay for personal trips.  He first booked 5 trips for 5 days to visit her family. then changed to tree days when he found out the cost.  And finally two days.

  If in fact he had been so concerned about his wife's visits with her family.  He would have paid for the five days, and not kept changing the days and times.

  We provide excellent service to all our clients, even when they are troublesome.  I have been away, and did not see this email until tonight.

  sincerely, *****************************, owner