Complaints

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

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• 

  Mobility Works

  4199 Kinross Lakes Pkwy Ste 300 Richfield, OH 44286-9394

• 

  Mobility Works

  1090 W Wilbeth Rd Akron, OH 44314

• 

  MobilityWorks

  5460 Campbells Run Rd #100 = Crafton, PA 15205

• 

  Mobility Works

  5105 Route 33 Wall Township, NJ 07727-4003

• 

  Mobility Works

  2303 Wallace Blvd Cinnaminson, NJ 08077-2571

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:01/29/2024

  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.

  Bought 2020 ****** Sienna XLE van with side ramp for $64,347.50 on 8/23/2023. Later bought bought tie-downs for $434.24. 1) On Labor day weekend, went to ********* ramp failed to deploy. 2) Went home, ramp deployed and failed to return. Had to manually crank it back in. Sent it back for service. 3) Went to *******, ramp deployed but wouldn't retract. Had to crank it back again. Serviced again. 4) Coming home from ********'s Navy graduation, stopped in ******, ******* for potty break. Ramp wouldn't deploy and couldn't even get the door open to manually crank it out. Was trapped in the van for approx 200 miles until we got home. Serviced again, kept 2-3 weeks. 5) Went to Doctor's ******* ramp deployed. but wouldn't retract. Called MW, asked to return it for a refund. ****** quoted a price of $58,000 and said he could do better if it were a trade-in! I told him I don't want another van. I have been traumatized enough with this one and wouldn't trust another one either. Told him I would accept $63000 because we had put **** miles on it but it has never worked properly since i got it and I wanted a refund. Said he would have to check his inventory to see if he could take it and he would call me. Never heard from him again.

  Business Response

  Date: 01/31/2024

  Dear **************** and BBB community,

  Our ******** facility located what we felt was a great solution for this family.  It fit exactly with what they needed given their unique situation.  The ****** family reached out to us on 2 occasions with legitimate service repair concerns.  We addressed all the issues with no charges to the client as well as made adjustment to the ramp to make it more rigid for them.  There were a few user error issues that came up and our team has connected with the family to make sure they understand how to operate the equipment properly.  At this point the family is nervous to drive the vehicle although all concerns have been addressed and the van is both safe and operational.  We in no way wish for a family to be dissatisfied with their purchase so we have committed to buying the unit back from them at the selling price they paid which is $58500 with zero depreciation applied after 6 months of ownership.  Unfortunately, taxes have been paid to the state, fees have been paid out to the *** and *****, as well as additional equipment for their specific wheelchair had been installed in the vehicle.  These items will not be able to be refunded.  Our General Manager will be reaching out to ***************** once again to try and explain this exception we are making.  MobilityWorks will always stand behind our products both through our service departments and through our genuine drive to improve peoples lives.
  

  Sincerely,
  *********************
  Regional Vice President

  Customer Answer

  Date: 02/15/2024

  I reject this response because the ramp on this van never worked properly from the first. It malfunctioned sporadically and we returned it for service 4 times, not twice. They are offering to allow me to return it and paying me approximately $6000 less than I paid for it. I understand that some of the cost was for taxes but when I return an item to ******, they never deduct the taxes but just refund my money so there most be a way for Mobility Works to get reimbursed for the taxes as well. I should have returned the van immediately the first time it malfunctioned but trusted that the company would be able to repair it. I was more than patient with them but after 4 separate times of malfunction, I concluded that this van was not reliable and asked for a refund. I, the customer, should NOT have to shoulder the cost of the malfunctioning of this ramp. They sold me a van which did not function properly and they should make it right. 

  PS- the reason I didn't respond earlier is that I didn't know that Mobility Works had responded. 

  Business Response

  Date: 02/23/2024

  Hello,

  “MobiltyWorks believes in client satisfaction above all, and
  in this case, we feel we have made an offer that is more than generous. 
  It is unrealistic to expect a depreciating, use-based item to have a similar
  return policy as a product bought from an online retailer.  The ******
  family used the vehicle and MobilityWorks acted quickly to rectify any concern
  they had with the vehicle as we are obligated to do as the selling
  dealer.  The vehicle is in working order and we intend to be able to retail
  it to another family in need should Mrs. ****** decide to take our offer. 
  We understand that the ****** family has found another solution in the form of
  a lift installed in a non-modified vehicle and in turn do not have use for the
  WAV they purchased from MobilityWorks.  We stand by our offer of allowing
  the family to return the vehicle and receive the full sale price of $58500 as
  courtesy to them.  The family is welcome to reach out to the state to see
  if the return would entitle them to any tax return, but fees and additional
  equipment are not able to be refunded.  This agreement will stand until
  3/15/2024 as we cannot guaranty the $58500 sale price return as more time
  passes due to automotive depreciation.”
  
  ***** *****
  Regional Vice President

  Customer Answer

  Date: 02/26/2024

  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. I am not completely satisfied but will accept because the van is continuing to cost me money sitting here and since this is such a specialty van, I really have no other options. Please pick up the van and bring the check as I do not have a driver.

• Initial Complaint

  Date:01/23/2024

  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.

  My husband took my vehicle into Mobility Works to have my **** lift repaired on January 17. The charge was $162.75. The next time my Lyft was used which was on January 19. The problem still existed. It was still not working. We returned to Mobility Works and the service department looked at it and told me it would be an additional $600 plus to fix it. I was not willing to spend an additional $600 ( the lift is more than 7 years old) & the service manager said that the cost of $162.75, was maintenance..

  Business Response

  Date: 01/24/2024

  Dear *********** and BBB,

  MobilityWorks is clear with our clients that there are indeed charges for diagnosis and repairs in cases of older equipment, no longer under manufacturers warranties. In this case *********** came in for a diagnosis and repair of a 7 year old system and opted for a non-guaranteed, temporary repair instead of the more expensive permanent fix.  MobilityWorks has decided though to refund the clients charges and instead consider the service a goodwill gesture.  We hope *********** will consider using MobilityWorks for a replacement lift solution if she feels that is a better long-term decision.
  

  Sincerely,
  *********************
  Regional Vice President

• Initial Complaint

  Date:01/12/2024

  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 am a Disabled Veteran I purchased a handicap van with a push button in van and key fob to open the side door and deploy the ramp. Some time in October I brought it to Mobility Works for repair they said they fixed it, when I got home the door and ramp did not work. I brought it back a second time they said same thing it was fixed i stopped at the grocery store and of course the door would not open. On December 12 the dealer picked up the van to repair the door and ramp. i have called numerous times a least 5 to find out status ONCE they called back to say they got the part that was two weeks ago I called today and as usual the gave me voice mail, I left a message to call me of course they haven’t. My health issue I am a paraplegic and need the van

  Business Response

  Date: 01/19/2024

  Dear Mr. ***** and the BBB,

  At MobilityWorks we strive to provide wheelchair users with
  the mobility, independence and personal freedom they desire.  As we listen
  to our client’s concerns, we strive to provide value and operate with
  integrity.  When Mr. ***** first brought his van in for service, the
  reported complaints could not be replicated.  Mr. ***** had opted to not
  leave the van in the shop and asked that we pick up the van after he leaves the
  *** **** area for the winter, which we have done.  The service team was able
  to identify a broken door bracket and it has been replaced.  We have also
  submitted the claim to the ** and are awaiting approval.  Upon ** approval
  our Service Manager will schedule an appointment with Mr. ***** to return his
  van and ensure the concerns have been resolved.  We remain committed to
  serving the community, to “Be There for all wheelchair users.”
  
  
  ****** *****
  Regional Vice President

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is somewhat accurate.  I therefore accept.

• Initial Complaint

  Date:01/11/2024

  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.

  I went to the company that installed all of my adaptive equipment needed for mobility; Mobility works at ****** ********. I paid $190 to fix my lift and had to return it to mobility works after the lift stopped working properly ***** was supposed to repair my wheelchair lift fix the lock down unit to keep my chair from rolling around in the van and fix the automatic door closure. After around three weeks I was told I needed a new lift that cost approximately $8000 and they would have to order one it would take about one and a half weeks to arrive. I called back a week and a half later to see if the lift had arrived and was told at that point I needed to put down a 50%. I immediately gave the deposit. I called a week and a half later and was told the lift arrived but they could not start working on my vehicle for two weeks. They kept my vehicle for three months before the job was completed when I received my van ***** was no wireless remote control to operate the lift as provided on the previous one. They did not fix the door, or the unit to lock down the chair which presents a safety hazard. I made an appointment to have them resolved the unfinished work. I called to find out if they were going to be able to complete the work on the day of my appointment, I was told that they have to check and see what needs to be done and if they needed to order anything. I have concluded that they never looked at the unfinished work in the three months that they had my van. I can no longer go to this company for service. I request a full refund work because I need to take my van to a different company to complete what they did not finish.

  Business Response

  Date: 01/19/2024

  Dear ******************** and the BBB,

  At MobilityWorks we strive to provide wheelchair users with the mobility, independence and personal freedom they desire.  As we listen to our clients concerns, we strive to provide value and operate with integrity.  ******************** did not arrive for his scheduled appointment 1/11/24, at which time the service team was to be reviewing his concerns. A member of the leadership team has reached out to ******************** since that time.  We are working on replacing the remote control that has been lost by the client and have committed to looking at his lock down and door operator concerns.  We have offered to pick up the van from his residence,as we have done in the past.  At MobilityWorks we remain committed to serving the community, to Be There for all wheelchair users. 

  ***********************
  Regional Vice President

• Initial Complaint

  Date:10/21/2023

  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.

  My family bought a new handicap accessible conversion vehicle from mobility works. The date of the transaction was 9/21/2023. We paid $98,000+ for a new vehicle. The vehicle came worse than well maintained 10 year old vehicles. I have literally never seen or heard of a vehicle coming with as much damage as this vehicle and it's brand new. The vehicle had 12 miles on it and I have been trying to get the issues resolved since 9/24/2023. I can not upload all the damage and misalignment with the "upload" tab. I will attach a link to my photo folder with all the damage and hope it works. ******************************************* If you can not click the link you can enter it manually through the ****** search bar. I just tried it through a different phone and it worked fine. Please help Thank you

  Business Response

  Date: 10/31/2023

  Hello,

  MobilityWorks will always work with our clients to resolve any issues as we are the servicing dealer.  The manufacturer of this unit,BraunAbility, had been contacted and a case was opened to make the necessary inspections and secure an alternate unit if necessary.  The fact of the matter is that being a heavily modified vehicle, ************ was dissatisfied with the replacement and modification of some OEM parts, simply necessary to make the vehicle accommodate the wheelchair user.  In order to satisfy ************ we scheduled time with him to demo like units to see if his particular van was indeed lacking quality.  ************ found similar fault with like alternatives. The familys advisory administration company suggested we select the unit we did and do not advise them to purchase an alternate conversion.  At ************* request we have located some less expensive units that have undergone less modification.  We are waiting on his review of these in the coming week and hope to resolve his concerns.
  
  *********************
  Regional Vice President
  
  211 *******************
  ****************** ,  ** 08904
  OFFICE:  ************
  mobilityworks.com

• Initial Complaint

  Date:10/13/2023

  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.

  My nephew suffers from Muscular Dystrophy and in 2022 I rented a side entry van from this company and it did not work. So for this year I made sure to rent the rear entry van on 8/2/23 to be pickup on 9/29/23 and rented through 10/04/23. When we arrived at Mobility Works we discovered a Representative named ***** had rented the rear entry van a day or two previous to the 29th on a long term rental. Even though I had a reservation for it for almost 2 month and have a reservation number and confirmation email stating a rear entry van. ***** told us that it did not specify that it had to be a rear entry van on her information. I asked how that could be when my confirmation from ******** specifically states "Rear Entry". So I asked to see the information she was provided and she refused to show me. ***** did try to get us into a side entry van but as I stated above my nephews disability makes his wheel chair too big and he's too tall for the side entry van. And because of his disability the way he is positioned in his chair and because he's very tall only the rear entry van works for him. That is why I reserved it almost 2 months in advance. I wanted to make sure we had transportation for him during his birthday weekend. Before we left the store my niece went back inside and got their local Director's name and number. We immediately called and left her a message and we never heard back from her as well.

  Business Response

  Date: 10/20/2023

  Hello,

  I have researched this situation and acknowledge that this
  was handled poorly.  The vehicle type that was requested at the time of
  booking was correctly booked with our support center on 8/2 as referenced and
  was changed locally on 9/19 in order to accommodate another client.  The
  oversight was that the person who changed it believed they could accommodate
  both clients not taking into account that the requested vehicle type was a need
  based and that another vehicle would not suffice.  We have made strides to
  ensure that this oversight does not happen again and are sincerely apologetic
  about the mishap.  We have been playing phone tag with this client between
  10/16-10/18 to offer them a monetary solution for future use.  Again, my
  sincerest apologies for the oversight – we want to do whatever we can to
  rectify the bad experience.
  
  ***** ********
  Director of Rental Operations
  
  OFFICE:  ************
  *****************

   

• Initial Complaint

  Date:08/21/2023

  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.

  We bought a new specialized car from MobilityWorks in late-January (a wheelchair lift). There were multiple mechanical issues with it over the first few months requiring several visits to Mobilityworks for repair. There was a warranty issue which required a complete rebuild, which my local dealer in ********** could not repair due to lack of equipment so they sent us to the ****** shop. The ****** shop said it would take two days to repair. After two days, ***** ******* (service manager) called to say it would be another two days (which was fine with me). While apologizing for the delay, he said "Can we take care of the oil change that is almost needed?" I said yes and 2+ days later the car was finally ready to be picked up. They handed me the keys and I went on my way. Several months later, we receive a bill from ***** **** at Mobility Works stating that since we owe $159 for the oil change, the car now has a mechanical lien on it. We were never told we would be charged for the oil change and we were never previously given a bill. ***** has not responded to my two emails and does not pick up his phone. I would like the bill waived and the lien removed and the general manager to call me and apologize for *****'s unprofesssionalism.

  Business Response

  Date: 08/22/2023

  Hello,

  At MobilityWorks we strive to provide wheelchair users with
  the mobility, independence and personal freedom they desire.  As we listen
  to our client’s concerns, we strive to provide value and operate with
  integrity.  A member of the leadership team has reached out to Mr.
  ********* and apologized for the miscommunication.  Our General Manager
  clarified that here never was a mechanic’s lien placed on the vehicle and he
  has waived the charge for the oil change.   There is no outstanding
  balance for the client.  We remain committed to serving the community, to
  “Be There for all wheelchair users.”
  

  ****** *****
  Regional Vice President
  **** ******* ***** ***** **** ***
  ********* *  ** *****
  *******  ************

  Customer Answer

  Date: 08/23/2023

  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.

   

  The General Manager did reach out and has told me that he has both removed the bill and the lien that was allegedly placed on the vehicle.

   

  *****

• Initial Complaint

  Date:08/14/2023

  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.

  I am 81 years old, who requires a wheelchair and mobility vehicle for transportation. Laurel ********************** has been in possession of my 2018 Dodge Grand Caravan, vin# ***************** for repairs since May 26, 2023. I purchased my car from ********************** on October 28, 2022, with the Mobility Guard Plus and Protection Works. Approximately six (6) months after purchase, I began having trouble with the vehicle starting. On May 26, 2023, my son-in-law ******************************* had to jump start the vehicle and attempted drive the vehicle to the Laurel **********************, but the vehicles power shutdown, which resulted in the vehicle being towed to **********************. We have made several telephonic calls and text message to Manager ********************************* concerning the status of the repairs. My son in law has had to physical drive to the office on separate occasions and the last being July 10, 2023. Manager ******* told my son in law that the vehicle was taken to the Dodge dealership, who could not determine what the problem with the vehicle. Manager ******* further stated that you were going to get the vehicle towed to another auto repair contractor and would contact my son in law by July 11th with an update. To date, you have not contacted us concerning the status of my vehicle or its repair. ********************** have not repaired my vehicle and failed to return calls and communicate with us concerning the vehicle. I just want my vehicle repaired and if not, replace the vehicle.

  Business Response

  Date: 08/22/2023

  Hello,

  At MobilityWorks we strive to provide wheelchair users with the mobility, independence and personal freedom they desire.  As we listen to our clients concerns, we strive to provide value and operate with integrity.  A member of the leadership team has reached out to ************** to apologize for the delays and lack of communication.  We do not have the capability to complete the necessary repairs on her vehicle, but we are working with another local vendor to complete the work.  Our General Manager will remain in contact with ************** until the work is complete.  We remain committed to serving the community, to Be There for all wheelchair users.
  
  
  ***********************
  Regional Vice President
  4199 ****************************, Ste. 300
  ********* ,  ** 44286
  OFFICE:  ************

  Customer Answer

  Date: 10/02/2023

  [BBB transcription via chat]

   

  I never received any status other than someone calling me from Mobility Works that they are working to repair the van. What is my next steps?

  Business Response

  Date: 10/06/2023

  Hello,

  At MobilityWorks we strive to provide wheelchair users with the mobility,independence and personal freedom they desire.  As we listen to our clients concerns, we strive to provide value and operate with integrity. A member of the leadership team has reached out to  **************. We remain committed to serving the community, to Be There for all wheelchair users.

  Sincerely,

  ****

  General Manager

• Initial Complaint

  Date:07/03/2023

  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 2008 Toyota Sienna from the ******** ** location on May 17th. On May 19th the check engine light, VSC light, and TRAC OFF light all came on. We were instructed by the salesman to contact the service department. After a week and a half and multiple attempts, we finally were able to contact someone and were told we could take the van to a shop of our choosing and they would pay for it to be fixed. After taking it to a shop, we were informed the van had significant rust damage and there was a coolant leak. We tried to contact the service manager on his cell phone and we’re not able to get in touch with him and did not receive a call back. We had to pay out of pocket to get the van out of the shop. We were finally able to contact the sales manager who informed us to bring the van into their shop and they would fix it.
  
  Mobility Works fixed the coolant leak (but blamed the other shop for causing it). They said they would have to order a part to fix what was causing the check engine lights. My wife was told she would be getting a call to let her know an estimate of when it would be in. Two weeks later we still had not received a call and could not contact the service manager. When we contacted the sales manager we were told they were waiting for us to tell them when we could come in for them to order the part. When my wife stated that is not what she was advised, the sales manager became rude with her. The next day she brought the van in to be fixed. Upon picking it up, the check engine lights were still on and it did not appear to have been fixed. Multiple calls have been made to this location in an attempt to resolve this issue and no one will answer or return our calls.
  
  The breaks have now begun to fail on the vehicle as well. We cannot find another shop to work on the van due to the amount of rust, and it is not safe to drive back to mobility works due to the breaks failing.

  Business Response

  Date: 07/13/2023

  
  
  To whom it may concern,
  
  I am writing in response to the complaint filed against MobilityWorks by
  ******* ******* regarding Maintenance Issues on their 2008 Toyota Sienna. We
  take customer satisfaction very seriously and appreciate the opportunity to
  address this matter.
  
  Upon receipt of the complaint, we thoroughly investigated the issue to gather
  all relevant information. We understand the concerns raised by the complainant
  and, based on the information available, we would like to provide our response
  as follows:
  
  1. The Check engine light came on due to a faulty vehicle speed sensor. The
  sensor that was replaced.
  
  2. The Vehicle braking system was soft. This was due to a brake line that had a
  leak due to rust on the line and this was replaced.
  
  3. The vehicle had a coolant leak that was due to a crack at the radiator
  filler neck. The filler neck was replaced.

  
  4. Our Service manager will be keeping the vehicle until
  Friday July 14th to test vehicle several times to ensure all
  corrections are complete prior to returning the vehicle to the client.
  
  At MobilityWorks, we strive to provide exceptional customer service and resolve
  any issues promptly. We value our customers' feedback as an opportunity for
  improvement and growth. We regret any inconvenience caused to the complainant and
  assure you that we have taken the necessary steps to prevent a similar
  situation from occurring in the future.
  
  We believe this information will demonstrate our commitment to resolving the
  matter satisfactorily.
  
  Thank you for your attention to this matter, and we appreciate your assistance
  in resolving this complaint. We value our accreditation with the Better
  Business Bureau and remain committed to upholding high standards of customer
  service.
  
  Sincerely,
  
  ******* *********
  Regional Vice President
  MobilityWorks

  
  

  Customer Answer

  Date: 07/20/2023

  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.

• Initial Complaint

  Date:05/12/2023

  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.

  Went to Mobility Works on Central Avenue in ******, ** for repair of hand controls. Service advisor states repair would be around $300 and that he had to order a part from ******. Received a phone call two days later stating the repair was done with parts borrowed from another customers vehicle and now the total bill is $800! Mobility Works performed repairs without discussion of change in total cost.

  Business Response

  Date: 05/16/2023

  Hello,

  MobilityWorks team members work diligently to help our clients.  In this instance we had intended to complete these repairs without charge to ************** but inadvertently processed the work as a repair order, which created a charge for the client.  We apologize that this was not processed correctly and have since refunded the client his full payment.  At MobilityWorks we strive to provide wheelchair users with the mobility,independence and personal freedom they desire.  As we listen to our clients concerns, we strive to provide value and operate with integrity. We remain committed to serving the community, to Be There for all wheelchair users.

  Sincerely,

  ***********************
  Regional Vice President
  4199 ****************************, Ste. 300
  ********* ,  ** 44286