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

  810 Moe Dr. Akron, OH 44310

• 

  Mobility Works

  104 Pitkin St Hartford, CT 06108-3318

• 

  MobilityWorks

  1012 Seco Rd Monroeville, PA 15146-1448

• 

  Mobility Works

  1549 Gateway Blvd West Deptford, NJ 08096-1018

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:04/26/2023

  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.

  On March 9,2023 I purchased a 2019 Dodge Grand Caravan that is designed to support handicapped individuals via a folding ramp for wheelchair access. It seats 5 including the wheelchair. I was assured that this van was equipped appropriately for the needs of my grandson and his wheelchair. After purchasing the van as I drove home on March 9th I noticed the the rear portion where my grandson is seated was scraping the ground. I contacted the dealership that same day and explained the issue. I took the van back on March 10th to have an inspection. Upon a test drive it was determined that the van was scraping. I was then told they needed to order a part and it could be fixed. A few days later the service person came and got the van and the repair was complete on March 20th they assured me that the repairs were successful. On March 22 I drove the van it was still scraping. I took the van to the dealership pointed the new damage from scraping and they said they said they needed to order another part and also they expressed a concern that the scraping area is under the gas tank. They came on April 21 a month later and retrieved the van and returned it on April 24th assuring that the issue has been resolved. I drove the van on April 25th and it is still scraping the ground. Each time I attempted to speak with management or some other representative during this stressful experience I either got dismissed, no return call or the runaround and blame game and I am now being ignored. I am a senior caring for my disabled grandson on a limited income. I need help in getting the issue resolved in a manner that is appropriate.

  Business Response

  Date: 05/08/2023

  
  To whom it may concern,
  
  We have reached out to our Territory Manager, *********************,in order to get a better understanding of the details that pertain to the complaint filed by *************************. Please see the reply below.
  
  
  
  We have been very responsive to **************** and her family.Her son, ( I believe) ****** and **************** both have my personal cell.
  
  Initial complaint: The van is scraping on the street.(****** noticed that the driveway is at a slope and angle between driveway and sidewalk is sharp.)
  What she advised: It scrapes at bottom of her driveway and when she is driving in *************. ( Steep hills and arent very conducive to Mobility vans) . We noticed on her first return after delivery that the vehicles rear scrape plate ( designed to protect the relocated fuel tank) was bent and scrapped along with the exhaust tip showing signs of scraping.
  
  What we have done on her behalf and as a gesture of goodwill:
  Re inspected vehicle- We did notice that the rear suspension was compressing and had put a small dent in her exhaust system.
  Called and shared findings with Driverge. They said the vehicle was operating as designed and they had no work arounds or solutions to offer other than advising client that WAVs do have different handling characteristics. They did say that if we felt it necessary, we could replace the shocks and struts as the vehicle was converted with approx. 60k miles and they did not change them. Additionally, they requested we measure the height of ****************** van and compare against other Driverge units with same exact conversion. We did and the ride height is the same.
  Outcome- Replaced Shocks and struts at no cost to the client.
  
  She was still scraping, she came back with the family: so this was a time that ****** was visiting and ********************** and myself went out and looked at the van. We explained the why behind the scrape plate,remeasured the van ride height and agreed to preform three things to help-
  
  I, *********************, authorized the following:
  Putting a spacer kit on the vehicle: firms up the ride and raises the ride height by just under 1 inch
  Shaving down some of the exhaust tip.
  Trimming the scrape plate and bending the edges to a 90-degree angle to help prevent scraping.
  
  This work was done on April 21st. To make life easier, we went and picked up the vehicle at her home. What was missed, was we did not return the vehicle the same day. ***************** or ************** forget which,called the store at approx. 5:20 pm both were part of the conversation asking where the van was ( I didnt realize we had committed to a 1 day turn around) I apologized and told them that I could bring the vehicle to them between 8pm and 10pm as **************** said they had an appointment in the morning. ****** did most of the talking and then I offered to bring it at 7am Saturday morning if that was better. ****** then texts me saying that they wanted it back Monday morning, I restated my offer he said no Monday is fine.  I have the texts of our discussion and the agreement of Monday.
  
  I was told the van was returned without incident and have not heard anything since from ******.
  
  ****
  
  
  
  *********************
  Territory Manager
  **** ********************.
  ******* ,  ** *****
  
  

• Initial Complaint

  Date:04/18/2023

  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.

  ON OR ABOUT SEPT 26,2022 ******************************** BROUGHT A VEHICLE TO SHOW ME THE VEHICLE AT MY HOME IN CORONA.I LIKE THE **** AND PURCHASED IT WITH A DOWN PAYMENT OF 20% THE BALANCE TO BE PAID IN CASH.IT MAY BE INTEREST TO KNOW THAT ***** IS NO LONGER WITH MOBILITY . AS FOR ME I AM DISABLED FOR THE PAST 3 YRS.AND SPEND THE ENTIRE DAY ON A WHEELCHAIR. MR. *********************** THE MANAGER HAS STOP SPEAKING WITH ME FOR SEVERAL MONTHS. HE IS AWARE I BUY ALL FOR CASH AND HE RECOMMENDED SOME PERSON TO ME TO SELL ME USED CHAIRS AT INFLATED PRICES. HOPING YOU CAN HELP IN SOME WAY.THANKING YOU SINCERELY.*****************************

  Business Response

  Date: 04/26/2023

  Dear ********************,

  Certified Mobility Consultants such as *****, who remains a valued member of our team, work diligently to support and educate our clients on sometimes challenging vehicle modification operations. In ************************ case we worked closely with family members and provided wheelchair consultant support referrals. 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,

  ***********************, MA, Esq.
  Risk Manager

  
  

• Initial Complaint

  Date:01/01/2023

  Type:Order 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.

  -Date of transaction: 7-8-22,
  -Amount paid to mobility works: $427.38
  -Business committed to provide the XL van-largest on their lot
  -Nature of the dispute: failing to provide the XL van as promised
  -the business has not tried to resolve the problem
  - Reservation number: **********  The full complaint is attached/uploaded in supporting documents in a word document as there weren't enough characters in this space to provide the full complaint. Please see attached. Thank you.

  Business Response

  Date: 01/11/2023

  Hello,

  ******* did make a reservation for XL van. We received her
  reservation and confirmed. At that time, the XL van was rented out to another
  customer who was on schedule to bring it back to us before Miss. ********* reservation. However, customer who had rented out the XL van got stuck in ** and called her to extend her reservation since she couldn’t bring it back to us
  in time. At the point, it was impossible for us to retrieve it in time to bring
  it for Miss. *******. Unfortunately, this event was out of our control. Our
  drivers took two different vans for Miss ******* to try out to see which fits
  the best. She picked one and said that will work. We did the best we could
  given the circumstances. We have refunded the rental fee back to Miss. *******.
  
  Thanks,
  ******

  Sohrab Bashiri
  General Manager

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because my reservation was confirmed. ***** lied and stated at the last minute that the Toyota Sienna was bigger than the XL which even her own drivers acknowledged the Toyota Sienna was too small. We were not informed in advance that she did NOT have the XL van. She could have and should have did her due diligence and found us a replacement CL van at another location. Instead she chose to lie, provide poor customer service, inconvenience us and put my Grandmothers safety at risk. I also spoke with Sohrab the general manager who was of no assistance and provided no recourse. The company is too busy trying to blame the customer instead of taking accountability for their failures and poor customer service. I will accept the refund if they decide to send it. 
  

• Initial Complaint

  Date:12/31/2022

  Type:Sales and Advertising 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.

  The sales manager,**** ***** at Mobility Works in ********* lied to us about the buy back program and attempted to scam us

  Business Response

  Date: 01/11/2023

  Please accept our apologies for the delay in response.

  Our regional manager reviewed the communications between the client and the store and responded with this..."I don’t see anywhere
  in *****s correspondence that he lied to the client or tried to scam him in any
  way. The client is unrealistic in his expectations of what the van is worth and
  seems reluctant to bring the van to us to fully inspect it."

  Also ...the GM stated that "We made several
  attempts to have Mr. ******* bring his vehicle in for inspection so we could
  appraise it and provide him with the best possible offer. Unfortunately, he
  still owes money on it and is asking well over what we would be inclined to
  purchase the vehicle back for."

  Sincerely,

  ******** ******

  Support Center Receptionist

  Customer Answer

  Date: 01/12/2023

   I am rejecting this response because: they know full well about the type of vehicles they are and they "lowball" a customer who wants them to buy it back through a program they have and they give you only a fraction of what the van is worth and turn around and re-sell it for $50k. They have the exact same van on one of their lots and they are offering that at $45k. Just wondering how long they been scamming customers over the years taking advantage of families how desperately needs a handicap accessible van and they clearly take advantage of(scam)them. They're been several BBB reports that they "scammed" people out of lots of money only to get "sorry,contact corporate "and corporate not doing anything and leaves the person high and dry over something that they didn't want to fix because they screwed up(take responsibility).And another thing the company in question HAS NOT try to contact me about this or any other time to try to resolve this. I truly feel sorry for anyone who has to deal with this company because they WILL screw you over/scam you without blinking a eye and I believe that this company,in whole,needs to be throughly investigated for their actions.
  
  

• Initial Complaint

  Date:12/19/2022

  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 use a wheelchair and require a modified ramp-van for transportation. In January, 2020, I purchased a 2017 Dodge Grand Cherokee from ****** Mobility Works (MW). I also purchased a bumper-to-bumper extended warranty for $4700. As soon as I signed for the vehicle I started having problems with MW. It would be a year before I could drive my van ********* August 2020, my backup camera failed. We took it to MW who said it was covered under our insurance and to take it to Armory Garage who did the repair work. The soonest appointment time was October 2, 2022. Armory okd the insurance coverage and began the diagnostic. Almost immediately it seemed, ****** told us they didn't touch the modification portion and it would have to go back to MW for that. MW verified the arrangement and said MV was acting as a subcontractor for Armory and would be paid by Armory when the job was finished. The back and forth trips went on for 2 months, with Armory maintaining contact with the insurance company throughout. Finally, Armory found a tiny piece of wire that had obviously rubbed back and forth against the wiring harness until it wore through the protective coating leaving it exposed to the elements and it started to corrode. It took minutes to fix. ****** then told us the insurance company refused payment and we needed to pay before they would release the van back to MW. We were charged almost $600 for the diagnostic.So, the van went back to MW without our even being able to verify that the problem had been solved. MW again told us not to worry about their payment because they would still be paid by Armory. Weeks later, the van was back together. MW said they had billed Armory for around $650 (more than Armory got ) and Armory refuses to pay. MW went on to say we can't pick up the van until Armory pays. Weeks later, ** tells us Armory will not even take their calls now. And my van sits...allegedly completed. ****** tells us they are willing to negotiate.

  Business Response

  Date: 12/28/2022

  Hello,

  Our service manager, ******************* went to the car dealership again today to pay half the clients bill and the dealership is absorbing the other half. The client will be picking up their van today and has expressed how pleased they are that we got this resolved.They also said that they would write a retracting message on the BBB website.

  Sincerely,

  ***********************

  Regional Manager

   

  Customer Answer

  Date: 12/29/2022

   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 find it difficult to believe that MobilityWorks gave the car dealership money because #1  the car dealership charged us for everything and we paid it so they would release our van to Mobilityworks to put the pieces they were holding back on it, and #2 MobilityWorks would not release the van to us until Armory paid them. We have our van after 2 1/2 months because Armory eventually paid Mobilityworks.. Armory states they gave MobilityWorks money for their work on the modification portion of the van on their response as well. At any rate, this is between them and not my problem until something else on the van is in need of repair.. We did get the van back after 2 !/2 months during the Christmas season. I had only 1 day to shop before Christmas which was, sadly, Mobility Works fault. After we paid Armory, Mobilityworks did not go to get the van until the next week. Then, as I stated, they held it until Armory paid, which did not sit well with them either. But, its over. I have my van back and the Christmas season , which I dearly love, is totally over. Peace on Earth. 

• Initial Complaint

  Date:08/30/2022

  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.

  Our Braun lift was not deploying so we took it to MW ** *****. They gave us a quote $878 to replace 3 switches.
  My husband, being a mechanic, questioned the quote. Frustrated we went home and my husband found the problem. He adjusted 2 bump stops with 2 washers and adjusted Tower 1 adjustment screw for a Limiter Switch.
  What fraud or maybe incompetent. Stay far away, this was their 3rd strike. DONT DO BUSINESS WITH THIS PLACE!!

  Business Response

  Date: 08/31/2022

  Dear Ms. ********,

  Thank you for taking your time to share your concerns and
  perspectives as it relates to the visit in our *** ***** store.  We
  understand you replaced a switch and made some adjustments to another to allow
  the lift to deploy.  Your dissatisfaction with our diagnostic estimates
  and subsequent replacement of the switch.  Your concerns of diagnostic
  repairs and fairness in pricing have been heard. We assure you that our
  diagnostic procedures and price quoting in *** ***** will align with our
  mission to serve our clients.  In accordance with our diagnostic tree, we
  will circle back with the technicians to ensure we’re following the protocols
  and ensure training and procedures are communicated.

  Sincerely,

  *** ********, Vice President of Service

  Customer Answer

  Date: 08/31/2022

   I am rejecting this response because:
  
  
  YOU CAN'T EVEN TELL THE TRUTH!!   No switches were replaced, just adjustments by my husband, as we discussed.  So all your perspective ** means nothing.  This store does NOT care about the

  disabled.  This store is all about MONEY not servicing  the disadvantaged population.  Your long winded response is total **, the fact is NOTHING was replaced!  So our 15 minute conversation went in one

  at out the other. OBVIOUSLY YOU DIDN'T EVEN LISTEN TO MY HUSBAND!!  What a shame that this store is allowed to deal with the disabled, your SO CALLED specialty.  As I said to you on the phone, this is

  the THIRD time we dealt with this store and each time netted the same results,  FRAUD or INCOMPETENCY, take your pick.  So maybe you can get together with your support team and come to a new

  perspective and finally fix the ongoing SCAM!!  AGAIN   NO  PARTS  WERE  REPLACED  BY  MY  HUSBAND!!

• Initial Complaint

  Date:08/28/2022

  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.

  We are very disappointed with our Harmar scooter lift that was ordered from and installed by Mobility Works in Jacksonville. We purchase it in April 2019. The power extension and retraction mechanism broke February 2021, and was repaired under warranty for parts only. The cost of the labor was paid by us in the amount of $203.18. The lift has only been used 3 or 4 times since.
  
  Last week, my wife was attempting to load her scooter into her truck and the same thing happened. She took it back to Mobility Works on and was told that the lift was now out of warranty and the repair cost would be $1,112.10. She was charged $32.50 for them just to check it out. She contacted Harmar and they weren’t interested in doing anything about it.
  
  We are now saddled with a defective piece of equipment that we have invested nearly $5,000 between the cart and the lift The responses from Mobility Works and Harmar are unacceptable. We will also be filing a complaint with the manufacturer. There is either an issue with the installation, manufacture product, or both.
  
  Itemized receipts are attached.

  Business Response

  Date: 09/09/2022

  Hello,

  We contacted the manufacturer (Harmar) and, was able to have
  them goodwill the part.  We are going to goodwill the labor when the part
  comes in.

  Sincerely,

  ******* *********

  Regional Vice President

• Initial Complaint

  Date:07/27/2022

  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 2016 Dodge Caravan in Nov 2018. I only received one key fob. I have asked for it anytime I saw **** ******* On 7-15-2022 I went to store to get treats for my brain injured son who now resides in a nursing home because someone ran over him 40 years ago and has brain injures and unable to walk. I went to Dodge Dealer and got new battery for it and returned on 19th and purchase a new fob for our safety.

  Removal of installed equipment from my 2016 wheel chair van without owner knowledge or approval. My husband (now deceased) and I ******* ****** (wife) purchased a 2016 Dodge Caravan in 2018 from above business. It was only equiped with a wheel char "pull-in" feature at a cost of $1300.00 **** ******* was concerned that I ******* ****** (wife) would be backed over on dismount. **** ******* then installed additional wheel chair equipment at a cost of $3000.00 that would pullin and back out for my safety. **** ******* left both types in the van

  Recently I discooered the $3000.00 equipment was removed from my van with out my knowledge or permission or approval. When I went to look for a new car. The financial employee at the dealership said he would reduce $3000.00 from the value of my van because the original equipment was not installed anymore. He said this $3000.00 needed to be resolved with Imed Mobility **** ******* never informed me of this matter. Then I had to call **** ******* and ask him why he removed the $3000.00 orignal equipment His response was that he needed my original equipment for new customers for their new boats or motorcycles they had purchased.

  Business Response

  Date: 08/11/2022

  To whom
  it may concern,
  
  In
  response to the complaint from ******* Powell. I have discussed the situation with
  **** ******* in detail. He has explained everything to me that has happened, and
  I am prepared to respond.
  
  First,
  the van was purchased from IMED mobility, not MobilityWorks. MobilityWorks acquired
  IMED mobility in 2019. I am not sure of the exact acquisition date. Per *** *******, zero equipment has been removed from the van. *** ****** has passed
  away and ******* was attempting to sell the van back to us, MobilityWorks.
  
  MobilityWorks
  will be able to do the following.
   I will reimburse
  *** ****** for the cost of a new key fob. I do not see how much that is. I
  will need the invoice sent to us so we can refund the amount spent.
  MobilityWorks will be happy to make a buyback
  offer on the van.
  
  Please
  let us know how we can proceed, and we will take that action once we are given
  the direction to do so.
  
  
  Respectfully,
  ****** *****. Regional Manager; Midwest / Great Plaines Region.
  

  Customer Answer

  Date: 08/15/2022

  [BBB Transcription via Phone]

   I am rejecting this response because:
  I want a buy back of $35,900 what I paid for it. Drew admitted to me that he needed the parts for new customers boats or motorcycles. The key fob invoice is attached. 
  

  
  

  Business Response

  Date: 08/15/2022

  Hello,

  Our regional vice president will be contacting *** ****** to discuss further actions.

  My Best,

  ******** ******
  
  

  Corporate Receptionist

  Customer Answer

  Date: 08/16/2022

   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:07/27/2022

  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.

  On September 27, 2021, I took my Disability Van to Mobility Works for repair of the ramp and sliding door. We paid $1,544.42. The van was returned to us supposedly repaired. Soon after, the van began doing the same thing. We took the van in for repair again. We were informed it was the sliding door that was interfering with the function of the ramp. We said fine. Just repair the vehicle. Once we were notified that the van was repaired, we went to pay and retrieve the van. We paid $1,230.32. We started the van in the parking lot with company agent *******. The ramp and door were inoperable. She told us to leave it and they would repair it. 2 weeks later we picked up the van. I A couple of weeks later, the van was still doing the same thing. We informed them and they told us to bring it in. We were informed by Manager ***** **** that they were going to take the van to an outside repair facility since they could not repair the van. She admitted that they could not repair the van. They had our van for over a month. We were told to come retrieve our van that it was repaired. Once we went to pick up our van, we observed it the the parking lot with a flat rear tire and a dead battery. It was obvious that the van had been sitting in their parking lot and not repaired properly. The agent ******* and a male employee charged the battery and put air in the tire and sent us on our way. I've complained to the Regional Manager *** *****, the store manager ***** **** and the Region VP ***** *****, but to no avail. No one at that company has been willing to assist me. I was even told by The Region VP ***** ***** that he wished I didn't bring my van their for repair. I spoke with *** ***** the Regional Manager as well. To no avail. I keep getting the run round with no solutions. At this point, I would like a FULL refund of $2,774.85 Since they can't repair my vehicle properly, I want my money back and I will take it to a repair shop that can. Thank You.

  Business Response

  Date: 08/10/2022

  To whom
  it may concern,
  
  In
  response to the complaint from ******* ******. I have discussed the situation with
  Drew ******* in detail. He has explained everything to me that has happened, and
  I am prepared to respond.
  
  First,
  the van was purchased from IMED mobility, not MobilityWorks. MobilityWorks acquired
  IMED mobility in 2019. I am not sure of the exact acquisition date. Per Mr.
  *******, zero equipment has been removed from the van. Mr. ****** has passed
  away and ******* was attempting to sell the van back to us, MobilityWorks.
  
  MobilityWorks
  will be able to do the following.
   I will reimburse
  Ms. ****** for the cost of a new key fob. I do not see how much that is. I
  will need the invoice sent to us so we can refund the amount spent.
  MobilityWorks will be happy to make a buyback
  offer on the van.
  
  Please
  let us know how we can proceed, and we will take that action once we are given
  the direction to do so.
  
  
  Respectfully,
  ****** ****** ******** ******** ******* * ***** ******* *******
  *** ** *** *******

  Business Response

  Date: 08/11/2022

  Hello,

  We apologize that the client had an unsatisfactory
  experience at our location. We will refund the money direct to the client and
  appreciate the feedback to allow us to improve our services.
  
  Thank you.

  ****** *****
  
  

  Regional Service Manager

  Customer Answer

  Date: 08/12/2022

  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 will accept the refund.

  Thank You

  ****** *****

  Customer Answer

  Date: 09/08/2022

  [BBB Transcription via Phone]

  I have still not received my refund. 

  Business Response

  Date: 09/09/2022

  Hello,

  We have received confirmation from accounting that the
  refund has been issued for this client. I have attached the receipt of the
  refund for your records. Thank you.

   

  Customer Answer

  Date: 09/12/2022

  [BBB Transcription via Email]

   I am rejecting this response because:
  

  
  ****** ***** ***************************
  **** ** ** ******* ****
  ** **
  
  Hello ******** ******,
  Investigator & Dispute Resolution Coordinator 
  Per our conversation Today on Monday, Sept 12, 2022, I'm sending this email to inform you that as of 2:46pm EST, 
  no refund has been credited to my account.  The receipt the Mobility Works presented for $1,544.42, has not been entered into my account as of yet.  Actually the Total should be an additional $1,230.32 with a total of $2,774.85 being  refunded. That's what they agreed to.  A FULL refund.  If there is a problem with it being deposited to my account,  I will accept a check and will be glad to pick it up in person. 
  
  Thank You for your time,
  ****** *****
  ***** ********

  
  

  Business Response

  Date: 09/12/2022

  Good afternoon,

  The receipts we provided on 9/9 do total the amount in question. The first refund on page one was in the amount of $1,544.42(credit reference 481513724) and page two is in the amount of $1,230.43(credit reference ********).We have checked with our accounting team and it can take up to 2 business days for the refund to be processed. With the refund taking place on Friday *** ***** should have all her money tomorrow by end of day. We are attaching the refund documentation in the event for some reason page two didn't come through on Friday.

   

  Thanks

  Customer Answer

  Date: 09/14/2022

  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 checked my account today, and the full refund has been added.

  Thank You for your time!

  
  

  ****** *****