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:01/10/2024

  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 that came with 24 month warranty. After owning the chair for 12 months, it stopped working return the chair for them to do repairs. Both I and the store have confirmed that the battery is not the issue, since this would not be covered under the warranty. They have had it since October 2023. They were kind enough to drop off a chair that I could use, however, the chair is not in working condition, and they will not communicate with me when it will be picked up. I have tried to contact them many times over the last three months, and I continually being told that they will get back to me and have received zero options or solutions. I am not seeking a full refund since I have had the chair for year, but since they are not moving forward with my repair, I need some of the money back to purchase a new chair and would like for them to pick up the loaner chair that does not work.

  Business Response

  Date: 01/19/2024

  Hello there, 

   

     It is true most of the manufactures do provide 24 Months of engine & electronics warranty & 6 Months on the batteries. This being said we are not the manufactures nor can we make any manufacture provide any items just because it was sold from this store. Manufactures require proof ( pictures videos , diagnostics, including old part from scooter) How ever we not have any power of any company if they deicide to shut down there operation and or claim bankruptcy. 

  When we provided you with a loaner on our behave free of charge, we did this by telling you that we will have to contact manufacture and proceed as necessary, we have told you that the company is not give us any response what so ever. We have told you that we had a written letter send out to the company as well to get there status, that has not been answered to yet either. As we tried to explain to you that there is a possibility that the manufacture no longer is in business. This is the actual case. 

  We only do work with 6-8 Manufactures all of them based out of ***. Be your ****** company no longer is in business and no longer do we work with them as they have been out of business not sure for how long.   

  We have provided a loner chair for you for free of charge. We can honestly come change the batteries and let you keep the loaner chair and or you can choose something that's in our showroom and we can provide the best deal for that device. 

   

  As far as refunding for the device that would not be possible as this is a 1 year old device and its not in working condition. We do sincerely apologize about the circumstances, how ever we can try to make it right with the possible option I have provided for you.  

  Business Response

  Date: 01/19/2024

  Hello there Team, 

   

       We are aware if the complaint. We have tried to explain to the client about the how the warranty works and we notified them that the manufacture is no longer operating. We are more then willing to repair any device for anyone as long as the parts are provided. In this case, we are unable to even obtain parts even on our behave, how ever the company does not exist and that makes it impossible to obtain any part. We have been in contact with client, as we provided them a free of charge loaner power device from day 1. When we had a hard time contacting the manufacture we let he client know exactly what was happening. We notified them that we will send out a written letter tot he company to all there addresses and it will take 30 days to determine if they are operating or not. From every researched and all contacts provided to us about the company is not working and there is no response from emails or calls or written letters. 

  This has put us as a business in a very bad position, we do want to repair the device very much at no cost to client, how ever the parts are not available. As a business we provide warranty threw manufacture, if for any reason the manufacture decides not to be in business, we have no authority over that.    

  Customer Answer

  Date: 01/20/2024

   
  Complaint: 21116955
  
  I am rejecting this response because: the warranty does not state manufacturer warranty and as stated previously the loaner chair does not work and we have tried to contact then about this many times. The only reason I payed extra for the chair in the store vs online was because of the warranty provided by the store. They are now telling me the chair cannot be fixed therefore I would like a partial refund and for them to pick up the loaner chair. 

  
  Sincerely,
  ****************

  Business Response

  Date: 02/13/2024

   

    We can offer you $550 as a trade in value for the white power chair. The check can be dropped of to you, when the loaner is picked up. We apologize about the given situation, how ever we are limited as well as unfortunate as that is with the manufacture's. 

  Customer Answer

  Date: 02/13/2024

   
  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.
  
  Sincerely,
  
  *********************