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:05/11/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Dear Better Business Bureau,I am filing a complaint against Columbus Mobility Specialists (CMS), located at ***********************************************************************************************************, for unprofessional conduct, failure to provide repair documentation, delivering my 2024 Chrysler Pacifica mobility van in an unsafe and nearly undrivable condition, and failing to deliver the vehicle title more than 45 days after purchase. Although CMS is not BBB-accredited, I am submitting this complaint to document their practices and seek resolution for these serious issues.I purchased the van on March 28, 2025, and as of May 11, 2025more than 45 days laterCMS has not provided the vehicle title, hindering my ability to fully register and legally operate the vehicle. Additionally, the van, equipped with a BraunAbility six-way seat and EZ Lock system installed by CMS, became undrivable on March 28 due to defective factory shunts and improper seat installation. *** took the van for repairs from April 1 to April 4, 2025, but has refused to provide any documentation of the work performed. Vantage Mobility International (VMI), the vans conversion manufacturer, advised that no more than 100 miles should have been added during testing and repairs, yet CMS added nearly 500 miles without explanation.On May 5, 2025, CMS dropped off the van at my driveway without notice or communication, despite their agreement with *** to have a technician present to ensure proper delivery. The bronze six-way seat remains non-functional, stuck in an unsafe position, and triggers a continuous loud audible alarm, rendering the van nearly undrivable and posing a significant safety risk. *** claims the seat is an aftermarket accessory, but this does not excuse their failure to repair it or deliver the van in a usable condition. I also noticed visible damage to the rear bumper and passenger side door upon redeliver

  Business Response

  Date: 05/12/2025

  The customers vehicle unfortunately had a faulty part from the manufacture. It did take some diagnostic time to find the issue and then repair it. The customer was given all the requested documentation and an explanation on the mileage. The delivery of the vehicle was scheduled by the manufacture, and we were just given the day it was to be delivered. A technician did make the delivery so that the ** Lock issue could be taken care of, however the customer was not there. The seat alarm issue is a factory setting in the seat that indicates that the seat is too far back and not in the standard position. We have informed the customer twice now that he will need to bring the vehicle back for adjustments.  The vehicle is not a safety risk and is drivable. This work is for custom adaptive equipment that is tailored to each client.  It is not plug and play as they say, adjustments have to be made. That is why we tell all our customers to come back in ********************************************* to call us if there is anything that they need done before then.  As soon as there were issues, we went and pick up the vehicle and worked on finding the issue. We had to deal with one item at a time and the biggest problem was the vehicle throwing codes and shutting down. Once that was finally figured out between us and the manufacture we re-connected the alarm wire on the seat per the customer's request.  We informed him that the seat will need to be lengthened to give him extra room to fit behind the wheel so the alarm will not sound.  At this time the customer has all documentation as well as the justification to the added mileage on his vehicle. The vehicle title was just received by us today, 5/12/25, and title work was done. We have overnighted the title to the customer, as well as emailed another temporary tag so that he can still drive, which he will receive tomorrow.  We also took pictures of the vehicle at delivery; there was no notable damage at that time. 

  Customer Answer

  Date: 05/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23314803
  
  I am rejecting this response because: Dear [BBB Representative],
  Thank you for facilitating communication regarding my complaint against CMS. I have reviewed CMSs response dated May 12, 2025, and while I appreciate their perspective, significant issues remain unresolved. Below, I address their points, provide additional details, and highlight discrepancies in their documentation and actions.
  Faulty Part and Diagnostic Delays: CMS attributes the vehicles issues to a faulty manufacturer part requiring diagnostic time. However, I was not promptly informed of the problem or the extended diagnostic process, causing significant inconvenience. The van broke down on April 1, 2025, the same day it was returned to me after CMSs possession from April 14. CMS waited until April 9 to tow it, despite my immediate report of the breakdown, further delaying repairs.
  Mileage and Vehicle Condition Discrepancies: CMS claims they provided documentation and justification for the added mileage, but documentation was only provided after I filed this BBB complaint. The repair documents do not align with the 785 miles shown in my photographs at drop-off on May 5, 2025. CMSs paperwork lists 622 miles on April 23, claiming the van was ready, and 705 miles on May 5, yet my photos confirm 785 miles. Additionally, no mileage was recorded for the April 14 repair period. The van returned with approximately 500 additional miles, rock chips, minor scratches, and a filthy exterior, suggesting extensive driving beyond routine testing. These inconsistencies indicate fabricated mileage, as the figures do not correspond with known data. I request a detailed log explaining all mileage accruals and resolving these discrepancies.
  Seat Fitting and Functionality: CMS states I need to bring the vehicle back for seat adjustments due to the seat alarm, a factory setting triggered by the seats position, and the ** Lock issue. However, I attended seat fitting sessions on March 24 and 28, 2025, to ensure the adaptive equipment was tailored to my needs. **** failure to address these issues during those visits or their possession from April 14 is unacceptable. The seat alarm and ** Lock issues continue to impair the vehicles usability for my mobility needs, and CMSs expectation of additional visits is unreasonable given prior opportunities to resolve this.
  Repair Timeline and Paperwork Contradictions: CMSs paperwork claims the van was ready for return on April 23, 2025, with 622 miles, but Vantage Mobility, the equipment manufacturer, states CMS did not confirm readiness and refused to drop off the van earlier than May 5. Furthermore, Vantages tracking for the replacement part, which I have copies of, shows delivery to CMSs shop on April 28 at 10 a.m., making it impossible for the van to be ready on April 23. This contradiction undermines CMSs claims and suggests falsified documentation. I request an explanation for the April 23 readiness claim and clarification of Vantages statement regarding CMSs refusal to deliver earlier.
  Delivery Issues: CMS notes a technician delivered the vehicle on May 5 to address the ** Lock issue, but I was not present. I was not notified of the delivery schedule or contacted to confirm my availability, leading to the missed delivery. *** claims no notable damage at delivery, but my photos show rock chips, scratches, and a filthy condition, consistent with excessive driving. These issues were not disclosed, and I can provide photographic evidence for review.
  Vehicle Safety and Usability: CMS asserts the vehicle is drivable and not a safety risk. However, the unresolved seat alarm and ** Lock issues compromise its functionality as a mobility-adapted vehicle. CMSs suggestion of a 30-day follow-up does not address the immediate need for a fully operational vehicle, especially after my prior visits and their possession of the van.
  Title and Temporary Tag: I acknowledge CMSs statement that the title was received on May 12, 2025, and overnighted with a temporary tag. I will confirm receipt of these items.
  To address these concerns, I request:
  A detailed explanation of the 500 miles, including where and why the vehicle was driven, and resolution of the discrepancies between the documented 622 miles (April 23), 705 miles (May 5), and 785 miles (my photos), as well as the lack of mileage recorded for April 14.
  An explanation for the April 23 readiness claim, given the replacement parts delivery on April 28, and clarification of Vantage Mobilitys statement that *** refused earlier delivery.
  Immediate correction of the seat alarm and ** Lock issues, with CMS arranging on-site service or transportation, considering my prior seat fitting visits on March 24 and 28.
  Verification that the vehicle meets all safety and functionality standards for my adaptive equipment needs.
  I seek resolution through transparent communication and expect CMS to address these discrepancies and issues promptly. I can provide photos of the vehicles condition, mileage at drop-off, and Vantages tracking documentation. Thank you for your assistance in mediating this complaint. I look forward to a resolution.
  Sincerely, ***
  
  Regards,
  
  ***** ***