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Business Profile

Mobility Scooters

American Mobility Specialists

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobility Scooters.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/17/2022

    Type:Product Issues
    Status:
    Answered
    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 Rio firefly wheelchair attachment which was supposed to help me get around my college campus (The University of Colorado Boulder) because it is not very wheelchair friendly. I purchased the device on August 17th, 2022 (order #1660). It cost $2649.00 and I signed up for a payment plan of about $200 a month. As a college student, this is a crippling financial burden but I wasn't sure how else to navigate campus so I decided to buy this device anyway. When I purchased the device I was told that shipping would take 3 to 10 days. On August 19th I received an email saying they could not ship it to the address I provided, so I gave them a new address. I waited the 10 days it was supposed to take to get the device and it hadn't come. I decided that I had to figure something else out because I couldn't wait any longer. I worked with disability services and we came up with another solution. A few days later I called the company to ask for a return and nobody picked up. At this point, I had not received any emails about the product being shipped. I called again the next day, and the day after that, and almost every day since then. No one ever picks up no matter what time of day I call. Every time I left a voice message requesting a refund. I never got a reply. Then I started emailing them (I attached one of the many emails I sent below). My mom also started emailing and calling them. Neither of us has got any response for weeks. It has now been a month since I bought the device and I'm not sure if it has even shipped. I am worried that they will not get back to me until after it ships and then try to charge me a 20% stocking fee because that is stated in their return policy. If I can't even have the device or use it I REALLY need my money back. I was hoping that reporting them to the BBB would force them to deal with this issue instead of just ignoring me and my mom.

    Business Response

    Date: 11/17/2022

    Business Response /* (1000, 5, 2022/09/27) */
    Hi ***,

    We're very sorry about the super long delay getting your Rio mobility device sent out to you. We try to get these devices sent out quickly since our customers rely on them for everyday use.

    Labor strikes in the port of Oakland hampered this order a lot but I'm happy to share that your device is scheduled for delivery today!

    It looks like our team did try calling you to give you updates, but I apologize on their behalf for failing to follow up. I've instructed my team to try calling you again and encourage you to try us again during business hours.

  • Initial Complaint

    Date:08/29/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 ordered a Rio Mobility Firefly 2.5 Electric Scooter Attachment on July 19, 2022. I was told it would be shipped in 3-10 days. Mid-August I started calling to find our why there was a delay. I have left 4-5 messages. No one has returned my call. They have $2649.00 of my money and I have nothing. I emailed them. The email is not working. I left a Facebook message...no responds. Today I started the dispute process with my CC company. This is not OK. A legitimate business would at least return the call. If they can not fulfill this order, they need to refund the money. I am starting to think this is a scam company. Nice....preying on the disabled.

    Business Response

    Date: 10/19/2022

    Business Response /* (1000, 5, 2022/08/30) */
    Hi *****,

    Thank you for bringing this to our attention. I checked our records and I don't see any missed phone calls from you, but I do see that you reached out on Facebook and we did not respond there.

    I've opened a special case for our team to investigate why this order is moving slower than usual. I know there have been labor strikes in the Port of Oakland where your Rio Mobility product should ship from, but we certainly want to available to communicate with you about this over the phone or email. Expect a phone call tomorrow morning with an update on your order.

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