Complaints

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

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  WSR Solutions

  9105B Owens Dr Ste 101 Manassas Park, VA 20111-4842

• 

  WSR Solutions

  9105C Owens Dr Ste 102 Manassas Park, VA 20111-4836

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:10/03/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Repair work to my ** **** scooter. If I knew what the problem was,I could explain it better. Without a service repair tech to look at the repair problem, I am unable to know what the problem is. They expected me an 80 year old senior with no skills as far as taking photos. Via a smart camera. Now thi period of time that past was 10 days that past without a tech coming to inspect my scooter and really no contact with wsr service. It was a guessing game for me to try and get any kind of help. I gave up requested a refund and decided I was not dealing with a reputable company. Right now I am stuck in my home because I can’t use my scooter. I am also a handicapped human being. I will tell you that some of their employees were respectful but others could care less of my situation. Without physically looking at the scooter, I don’t know how they could determine it was abuse or negligence on my part. This was a gift my Grand children gave me last X-Mas. SO SAD So MAD.

• Initial Complaint

  Date:05/18/2023

  Type:Product 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.

  For over two years I have been attempting to have a mobility device (************ -electric scooter) repaired. I have made literally over 100 calls to the numbers provided in that effort. No one answers the phone. When we have connected and made appointments to have the unit repaired, often that appointment would be a no show without any explanation. The company sent a parts swapper to do the job. It appeared to me that the service rep ***** have a clue how to use a testing device. I paid for the same parts several times due to lack of knowledge, skill, expertise. I believe we have spent over $1,000 to have this issue resolved without success. It has been 2 months since the last scheduled appointment ( a No Show) without any contact from someone in the company. No sorry we couldnt make it, No the tech was sick, No contact what so ever. I have never experienced such total lack of customer support. I am disabled and need the scooter. Fix it or refund my money.**********

  Business Response

  Date: 06/01/2023

  The customer is continuing to receive service in an attempt to repair the scooter.

• Initial Complaint

  Date:10/24/2022

  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.

  9/20 i sent a 195.dollars by money order to wsr solutions and waited several days before a response came .tech came to my rascal scooter put two wires on the batts.and said there dead the only other thing the tech. said was an insult her comment was when you buy cheap thats what you get ,well i didnt get any further positive comment or further input like ill be back or nothing else then after no more responses i called the main co. several times and got more of the same negativeity i said how about just half of my money back still a definate no ,all i want is my money back or at least half of it .maybe an apology for what wasnt done and was said

  Business Response

  Date: 11/10/2022

  Thank yo for contacting us.  We spoke with the customer and he stated that he was purchasing batteries through a different provider.  We assured him that we had a technician that could come to help him with the installation should he choose.  The customer stated that he would call us back in the next few weeks to let us know if he wanted to hire our technician.  We are waiting to hear back from the customer.  

• Initial Complaint

  Date:07/15/2022

  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.

  My 96-year-old mothers lift chair stopped working in March 2022, and she contacted *** for service. The technician arrived on March 24th, stating a new motor was needed and charged $200 for the visit. We made repeated phone calls to *** to determine progress and finally were able to authorize the motor purchase for $423. After significant effort expended to get the technician to return, a different *** representative installed the motor on May 6th. The motor they required did not solve the problem. The second technician thought a wire might be loose in the hand control and mailed a new hand control instructing my brother to install it. That also did not solve the problem. The second technician charged $200 for the visit. Because they could not fix the chair, we requested a full refund ($823). *** agreed to issue credit after the technician retrieved the motor and hand control. That finally occurred more than a month later, on June 21st. Even though *** did not solve the problem, they issued only a partial credit of $347, representing the parts cost less a restocking fee. It is entirely inappropriate to charge a restocking fee on parts they directed us to purchase. We didnt request the parts; they did! In addition, since they failed to fix the chair, it seems inappropriate they would charge us $400 in labor.

  Business Response

  Date: 07/22/2022

  Our company always appreciates the ability to work with customers and the BBB.  In this case, we believe that the customer has been fairly compensated with the refunds and credits we have issued to her.  The customer requested an evaluation, and our technician came out and performed the evaluation.  Parts were ordered based on his recommendation and when additional parts were needed, we did not charge her for the technician time.  We sent parts out at no charge and refunded parts that the customer did not want.  We understand that the cost of the parts, which is set by the manufacturer, led the customer to choose to purchase a new chair.  We fully understand the customer's decision and support their right to purchase new equipment instead of repairing older equipment.  We supported that decision and refunded parts that were returned.  Our technician time is different.  He is a human being who spent his time doing what the customer asked of him.  He spent money in gas getting to the customer and invested his time and expertise.  He should be compensated.  It is only fair.  The customer's decision is to purchase new equipment is understandable, but the technician time is independent of that choice.  The technician is an independent contractor and a good man.  He should be compensated as he did exactly what he was asked to do by the customer.