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:03/13/2024

  Type:Delivery 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 green Golden Envy power chair on 08-25-2022. I had the chair around 11 months, then it began to indicate a problem. A single, red flashing light was the indicator. If the chair was used during this indication, then the chair would beep its horn to signal that the chair was about to stop moving and then would suddenly stop. I took the chair in for service. The store had this chair for about 7 months. During this period, they tried to give me back the chair a few times. But the problem was never fixed. So I would take it back that same day or the next business day. A couple of those times I took it back, the manager rode it in the store and it malfunctioned on him, so they knew why I was bringing it in. During that 7 month period they had sent it to the manufacturer, and the manufacturer, had it about a month, and they were not able to fix the problem. Now during the last month a lot of unfortunate things had been happening to me which caused me to come close to having a nervous breakdown. So on Monday March 4th., I took the chair back to them and stated, " if they just can't fix this, then they can just have it back". I shared with them about all the stress I was under. I thought that they would try harder to fix it. BUT I WAS WRONG. They were very happy to get the chair back. And suggested that I go out and shoot a gun, because that's good for stress. I replied that I do not own a gun. So they offered me a donut. I politely declined and left the store. I really needed that chair. That cost me almost 10% of my annual income of $17,00.00 per year. And I shared that with them. They showed me no mercy. I will never be able to replace that chair. And absolutely needed it for when I go to the VA hosp. because I have to go there very often. My hands are too crippled to use a manual chair. and the hallways at the VA are long. I know not to expect much in life, so if I cannot be helped, I understand. If you made it this far reading this then THANK YOU.

  Business Response

  Date: 03/22/2024

  Please find the attached response document to Complaint# 21422895 but I am also pasting a copy of the text in here.  Thank you

  RE:  Complaint ID# ********

  
  To Whom it may concern:
  To say it was disheartening to see this complaint would be an understatement. Wheelchair Dynamics, Inc.
  prides itself on customer service and going above and beyond to meet our customers needs. For example, in our
  previous interactions with this client, we delivered a lift chair recliner to him and, after a couple days, he decided it
  was not the chair for him. We delivered a different chair to him as well as retrieving the other chair - to his
  apartment set up in place. In addition, the customer also purchased a 4-wheel scooter prior to getting the
  powerchair listed in the complaint and then decided it was just too big so we again returned the unit and traded for
  the one he now wanted. All of which we did with no additional fees.

  Regarding the Literider Envy powerchair in question, the factory warranty is 13 months (12 months on the
  batteries). The warranty only covers parts. The unit was nearly a year old when these reported issues started.
  Warranty does not cover service calls or labor or shipping and handling. Wheelchair Dynamics spent hours testing
  & evaluating this customer's powerchair and did not charge him for those services which were not covered under
  warranty. Again, going above and beyond. We found the batteries may be getting weak so they were replaced.
  With his continued complaints/issues, we even shipped the unit back to the factory for testing and evaluation and
  they said the only thing they could find was the battery box may be defective so they replaced it. So the unit now
  has new batteries and battery box. All this at no charge to the customer. 

  Batteries are typically the #1 issue with most mobility devices. We conditioned the new batteries here and

  drove it around daily and had no issues with the unit - even taking it for long drives around the neighborhood. It

  functioned and operated as it should. If we had continued to have issues, we would not have given it back to the
  customer. The customer stated he continued to have issues and he very well may be but it is also difficult for us to
  know the root cause of the issues as we don't know the customer's driving habits (distance, terrain, etc) nor their
  charging habits, use, care etc. If a mobility unit is ridden to the point the batteries are getting low/to a certain level,
  the unit will give faults or errors due to low voltage. We even went so far as replacing the batteries again as well
  as the joystick under warranty.

  All of this was done at no additional charge to the customer. And, as I stated previously, warranty does not
  cover service calls or labor.

  The customer does have another powerchair, two others at one point I believe, so he was not without mobility
  transportation during this time.

  We would also like to address the "go shoot a gun" comment that, based off the reference in the complaint, was
  grossly taken out of context. The customer often wears 2nd Amendment type attire and has had related
  conversations with our employees. One of those employees thought maybe that would be a good stress reliever
  since the customer stated they were going through stressful times. In addition, someone had brought in donuts that
  day, so another employee offered him a donut - out of kindness not disregard. We are sorry to hear the customer
  has had "alot of unfortunate things" happen to them lately, and we certainly hope he is doing better or getting any
  help he may need.

  With all that being said, we also tried to offer to consign the chair for the customer and sell it for him but he did
  not want to do that and stated he didn't want the chair and left. After all this and him having the powerchair for
  nearly a year, Wheelchair Dynamics is still willing to give him a full refund of the $1599 because we believe in our
  mission and believe in customer service and, we sincerely hope this helps alleviate at least some of his stress.
  Sincerely,
  Wheelchair Dynamics, Inc.

  Customer Answer

  Date: 03/30/2024

   
  
  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,
  
  
  
  ****** *****