ComplaintsforVantage Mobility

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a handicap converted van from Vantage Mobility International in 2021. It was a converted brand-new 2021 ****** Sienna. Since then it has been in and out of the repair shop constantly with repairs needing done for the same issues several times. The **** system has been leaking condensate into the cab since time of purchase. This repair has been attempted 3 times and still not resolved. There has been a major engine coolant leak that has been repaired twice. The hybrid system has had issues due to parts being reinstalled incorrectly during the conversion process. It is now less than 1000 miles past the warranty but 5 codes have just appeared and the **** system is still leaking. All of these issues have been due to poor quality of work during the conversion. They took a perfect condition ****** Sienna and butchered it and I paid twice the cost for a van that is completely unreliable. I have a 6 year old handicap daughter and this van is essential for transporting her. I recently took it in for an appraisal and it has depreciated over $36,000 in less than 3 years. Now that it is out of warranty I cannot claim lemon law, I cannot pay for the countless repairs, and it's worth a fraction of what it would cost to replace it. VMI needs to be held accountable. I am not the first ****** to have issues with this company.

  

  Business response

  06/21/2024

  Dear Ms. ******************** you for bringing your concerns to our attention. We apologize for the inconvenience you have experienced with your 2021 ****** Sienna converted van. We take these issues seriously and are committed to providing assistance as needed.

  If you could please provide specifics of the vehicle identification number (VIN#) that is located on the vehicle registration or insurance card, along with contact information of your selling dealer and any other service center that has provided repairs so we can review and contact as needed for further information. 

  Once we have reviewed and investigated all files we will follow up with recommendations for next ************************************************************* Post ************* & Warranty

  Vantage Mobility

  Customer response

  06/21/2024

  Thank you for responding *****. Below is the information you requested.

  The VIN is: *****************

  It was originally purchased through: 

  *** Total Access Inc.

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

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

  It has had some repairs done at:

  Peoria Toyota

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

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

  and after little success with *** we changed mobility dealers and the rest of the repairs have been done with:

  Personal Mobility

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

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

  A handicap accessible vehicle is essential for transporting my 6 year old daughter. She cannot sit up on her own and her chair weighs 65 lbs and it can no longer be transported in the trunk of any other vehicle. We would like this situation to be resolved in a timely manner as we no longer trust the reliability of this vehicle and are looking to replace it as soon as possible.

  Thank you,

  -****** *******

  

  Business response

  09/24/2024

  Hello,

  We have been working with ****** ******* on solutions to the challenges she has experienced with her current ****** Sienna. After extensive discussions we have agreed upon providing a replacement vehicle which she assisted in choosing, which is a 2023 ***** Odyssey with a VMI conversion. This agreement included a renewal of the 3year / ******mile conversion warranty, and a participation of $6,000.00 for this transaction. The agreement also included the understanding the returned product (MS013980, 2021 ****** Sienna) would be in good overall condition, except normal wear and tear, and specific items Ms. ******* called out as current challenges. Vantage Mobility will be utilizing AMS Vans to complete the transaction, including the delivery of the new van and will pick up the current van.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently purchsed a fleet of (20) VMI wheelchair accessible vans and have multiple warranty claims/disputes. After countless attempts, we still cannot get an answer or a resolution from VMI. The customer service has been extemely concerning for a B2B and B2C business that provides a product for those in need. I would like to speak with someone at VMI to help with our ongoing situation.

  

  Business response

  06/17/2024

  Dear Mr. ************* greatly apologize for what sounds like some challenges with our product as well as our customer service support. I will contact you directly to gather more information so we can game plan for resolution on these challenges.

   

  Thank you,

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

  Director, ****************** & Warranty

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

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought brand new ****** Sienna van and having nothing but problems with.opening of the ramp ! Bought from mobility and they are doing the best they can but still cant fix it !

  

  Business response

  02/26/2024

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

  First off, I apologize for any concerns or challenges you have encountered with your Vantage Mobility van. I would like to get some additional details, including the **** of the vehicle and specific information regarding repairing dealer so the Vantage Mobility team can review and formulate next steps. I will also provide a communication via your personal email, as well as have a member of our customer advocate team contact you.

  Sincerely,

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

  Director, ****************** & Warranty

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased used 2022 ***** Odyssey from VMI dealer. Since day day one we have had complete failures of every VMI component. Other than backup emergency operations. Dealer is was always going to call VMI or swap out computer module. Always came home with same failures 120 miles away. So I decided to file complaint with VMI and see if what we go through on a regular basis. So I decided to document on video and 1 picture. Can provide copies if needed 1/10/24 3:21pm door opens only Open ramp with emergency backup 1/10/24 3:27 pm car kneels suddenly while daughter going up ramp. Forces her to hit door and loose control of chair and almost turning over. 1/10/24 3:34pm door switch dead, VMI switch closes ramp but not door. Had to close door with outside handle. 15 minutes just to leave house.1/10/24 5:34 pm door opens- everything else complete failure 1/10/24 5:36 pm ramp closes. Door want close. Have to turn off power switch and close by hand 1/10/24 6:23 pm door opens. Everything else fails 1/13/24 2:29 pm kneel fails again. This time my daughter was in van.1/13/24 2:52 pm kneel fail 1/13/24 3:14 pm loud clicking sound from under car. Not first time I've heard 1/14/24 4:38 pm door opens- everything else failed.I have a disabled wife and handicapped daughter and there scared to go anywhere without me. And I don't blame them. But that's not the reason we paid 65k for a van from R&R mobility in *******. It was for convenience. Lol

  

  Business response

  01/26/2024

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

  Very sorry to hear about the challenges you have experienced with our Vantage Mobility product. I attempted to contact but I left you a detailed message with my contact information. If you could please provide me with the vehicle VIN# so I can review the history and get a better understanding of the concerns. Once I have reviewed the information and history, I will circle back with you so we can discuss further and hopefully put together a game plan to move forward.

  Thank you,

  *************************;

  Director, ****************** & Warranty

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new 2022 converted ****** Sienna for our disabled daughter in September 2022. Ownership has been an absolute nightmare for a new vehicle that costs almost $100k. We have had multiple issues with poor engineering and quality of the conversion. As I have read on other complaints, it seems like VMI is preying on customers with disabilities, by providing products with a hefty markup that are unsafe and unreliable.When we were driving the van home from the dealer, the steering shook violently at highway speeds. The VMI dealer told us to contact ******. The ****** dealer refused to fixed the shaking because the suspension was "modified". We had to get all 4 tires balanced at our expense to fix the issue. It is unbelievable that VMI is reckless and allows an unsafe vehicle to be sold as new and refused to provide necessary repairs.A few days after we got the vehicle, a hybrid battery cooling warning came up on the dash. As part of the conversion, VMI installed an inadequately sized cooling vent for the high voltage battery. After multiple calls to the dealer and VMI directly, I have been told that a fix will be forthcoming. It has been several months since then. The vehicle not only displays a warning, but we are getting 23 mpg (instead of the 35mpg advertised by VMI) and some functions such as the power outlets work unreliably, most likely due to battery degradation/overheating. We have also had multiple issues with quality associated with the conversion, such as horrible rattles from the exhaust system due to shoddy workmanship and issues with interior lights burning out.

  

  Business response

  01/17/2024

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

  I do apologize for the lack of response from Vantage Mobility, this was not intentional, just missed. 

  After carefully reviewing your message regarding the challenges you and your family have experienced with our ****** Sienna Hybrid it is clear that there are items that need to be addressed. The ****** Sienna Hybrid was a new launch for us in mid year 2021, but over time with feedback from dealers and end users such as yourself we have incorporated improvements and enhancements into our current production. Based off your feedback and I am very confident we can address your concerns and update your ****** with some current level ********************* and processes. 

  If you could please supply me with a VIN# (Vehicle Identification Number) and the name of your selling dealer I will have my warranty team work with this selling dealer to resolve your current concerns and provide you with the product you expected during this purchase.

  Sincerely,

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

  Director, ***************** and Warranty

  Customer response

  01/21/2024

   Hello, my VIN is ***************** and I purchased it from Total Mobility Services in *********, **.  The dealer did address several issues such as the battery cooling retrofit, and exhaust issues, however, the hybrid battery seems to have been damaged as a result of the airflow issue.  I can only get about 24mpg on average (it is supposed to be close to 35).  I also have an issue with the sliding door closing on people entering the car right after opening, which the dealer has been unable to address.  I can be contacted at ************.

   

  Thank you
  

  

  Business response

  01/26/2024

  Hello ******,

  Thank you for the response and the additional information. After reviewing the repair history with Total Mobility Services, it does appear that many of the enhancements I spoke about have already been completed. Your questions regarding the hybrid battery cooling enhancements and the concern with the battery depletion, our engineering team has carefully evaluated the entire hybrid system including the battery and are confident there is no effect on durability. With that said, the factory coverage for the hybrid battery is 10 years or ******* miles. Vantage Mobility will back this warranty to ensure confidence to our end users. 

  Your question regarding fuel economy, ****** North America does indeed advertise an EPA-estimated 36 MPG for the *** version and 35 MPG for the *** version which I show you have. This estimated value is for a stock unconverted ****** Sienna Hybrid. With the addition of a Vantage Mobility conversion there is additional weight added due to the structure, plus additional factors such as raised center of gravity and reduction of aero dynamics created by the modifications. Because of these factors fuel economy will be reduced. However, the ****** Sienna Hybrid is still by far the most fuel-efficient mobility vehicle that Vantage Mobility offers.

  Your final mention was regarding a concern sliding door. Again, I checked our warranty history and did not see any claims on this concern. I will reach out to the Total Mobility Services team to gather additional information. I will follow up with you after speaking with Total Mobility Services so we can discuss any other concerns and/or challenges and then put together a plan as needed to address.

  Thank you, and I will speak with you soon.

  Sincerely,

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

  Director, ****************** and Warranty

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ***** Odyssey in March 2022 with 8k miles from AMS Cans in ****** **. When I picked up the van it had the following issues:1. Interior rear lights didnt work 2. Rear AC didnt work 3. ******************* would work on and off. I would give us No audio connection for FM error and Network Communication Lost error.The van was returned to the dealer two times, the first time the dealer was able to correct the Interior Lights and Rear AC. However, they were unable to fix the ******************* even after replacing the whole unit. Now Im having the following issues:1. ******************* is not working 2. Airbag System (SRS) program 3. Heated Seats 4. Dead battery The van will be returned to ************ and Mobility on Sunday 11/13 to be repaired.However, I have very little confidence that the van will be fixed.I need help getting this issue resolved. This is an $84k van.Thanks,*********************** ************

  

  Business response

  11/16/2022

   Dear *****,

  I am very sorry to hear of the concerns you have encountered with your ***** Odyssey. I will assist in working with our AMS team and ************ and Mobility to identify the root cause and correct as needed. I will follow up with you via phone to gather any additional information or details.

  Sincerely,

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

  VMI Director of Warranty

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

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ***** Odyssey in March 2022 with 8K miles from *********************. When I picked up the van it had the following issues:1. Interior rear lights didn't work 2. Rear AC didn't work 3. ******************* would work on and off. I would give us "No audio connection for FM" error and "Network Communication lost" error.The Van was return to the dealer two times, the first time the dealer was able to correct the Interior Lights and Rear AC. However, they were unable to fix the ******************* even after replacing the whole unit. Now I'm having the following issues:1. ******************* is not working 2. Airbag System (SRS) program 3. Heated Seats 4. Dead battery The van will be returned to ************ and Mobility on Sunday 11/13 to be repair.However, I have very little confidence that that the van will be fixed.I need help getting this issue resolved. Thanks,*********************** ************

  

  Business response

  11/16/2022

  Dear *****,

  I see you have two separate BBB cases, including #******** and #********. I have responded to #********, but again I will reach out to you directly to gather any additional information or details so we can put together a plan for resolution to the concerns you have expressed.

  Thank you,

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

  VMI Director of Warranty

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

• Initial Complaint

  10/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I currently own a ***** Odyssey modified by VMI.Early this year the conversion system began giving a problem. While the ramp was deploying the vehicle normally used to tilt slightly to the side to make it easier for a wheelchair user to enter the ************************* tilting mechanism of the vehicle stopped working. This made entering the vehicle difficult.We went to the local VMI serviceman who said that the mother board needs to be replaced. Despite paying in advance and preparing for the repairs we have not received the part for nearly a year. Unfortunately we are not able to effectively use the vehicle until the repairs are made. The local serviceman has not been able to receive the parts from VMI despite making an order and calling them on multiple occasions.It is frustrating and disappointing that such a crucial component could not be provided.

  

  Business response

  10/21/2022

  Hello *******,

  I am very sorry to hear this news and I fully understand the importance of your vehicle needs in your daily life. So I can better research, can you please supply me the specifics on the mobility dealer you are working with so I can gain additional details on the  exact component you are speaking of. Once I have these details I will further investigate with the appropriate team members to hopefully provide some answers and timelines.

  Thank you,

   

  Customer response

  10/21/2022

   Hello *****,

   

  Thank you for your response.

   

  The vendor/dealer is 949 Vans in Orange County, **********.

   

  Let me know if you need any additional details.

   

  Best,

   

  

  Business response

  03/02/2023

  I spoke with ************************* from *******************. on this matter. The needed component for this van was on backorder from the manufacture. The order was cancelled by the customer and a refund was provided by Wheel Chair Vans. 

  Customer response

  03/02/2023

   VMI,

   

  I had paid for the component, the logic board, and waited for one year. Despite that the logic board remained in back order. I had contacted Wheelchair Vans multiple times and during the entire time $1800 was locked up. Finally, in the end of 2022 the money was returned without providing the logic board because there was no ETA available for one year.
  

   

  I am still awaiting the logic board. When I last spoke with VMI I was told the component would be made available by 2023 beginning but have not received any update.

   

  Once logic board is available I will mark this is resolved. Is it available now?

   

  Thank you
  

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company converts mini vans into wheelchair accessible vans for veterans and the disabled. These vans ******* Sienna AWD) cost almost $100,000. I am the owner of one of these vans because my son is in a wheelchair. This van has been at the dealer for the past month because it is non-functional. This is the second time this has happened since we bought it brand new in February 2022. VMI has no idea how to make the ramp functional again and we are paying for a van that we can't use. We're not the only ones with these problems. I've emailed VMI and have received no response. Maybe getting the media involved will help. They are scamming a vulnerable population.

  

  Business response

  09/29/2022

  Hello **************-

  First and foremost I apologize for the concerns you are having with your VMI product. VMI mission is to provide products that provide a positive impact on people's lives. If you could please provide me with some additional details, such as mobility dealer and/or vehicle VIN# information so I can have my team take the necessary steps in finding and providing resolution to the concerns. I can assure you we will take the necessary steps to properly take care of you and your family.

  Sincerely,

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

  Customer response

  09/29/2022

  VIN: *****************

  The car is parked at MobilityWorks in ***********, **. They are working on getting ** a new vehicle and eating the cost of all the payments we've put towards the VMI conversion, which isn't fair to them.

  

  Business response

  09/29/2022

   

  Thank you for the additional information and details. 

  
  

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 13, 2022 my 2020 ****** Sienna was transported by VMI to *******, ** for a ************************** R&J Mobility in *****, ** is the intermediary company that picked up my van and handled the shipping contract and shipping end of the transaction. I have talked to, e-mailed, or left voice mails over 20 times regarding the status of my van. R&J Mobility has stated multiple times that VMI has failed to ship the van back to ******. I finally called ******************* at VMI myself on August 12th. I had to give the *** # for identification and ************* located my vans file and stated that my van was completed a long time ago and should have already been shipped back. She was going to look into it and get back to me. I gave her my phone number but there was never a return call. I called VMI again on August 23rd and had ro leave a voice mail. Ive called and left innumerable voice mails at R&J Mobility also. Neither company is answering my calls. Im wondering if theyve actually LOST my van. Ive paid about $41,000.00 already for the conversion. My van is only 2 years old with about ***** miles on it. I cant tell you how worried I am about the possible outcome here. My husband cannot leave the house without that van. That means no physical therapy - no ********************* no vaccinations, etc.

  

  Business response

  09/01/2022

  Hello ********-

   I am very sorry to hear this sad news. VMI finished this conversion on 5/10/2022. Unfortunately, R&J Mobility have yet to pay VMI for this completed conversion. The VMI accounting team is working diligently with the R&J Mobility to satisfy this payment so the shipment of your completed ****** Sienna can be facilitated.

  Customer response

  09/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   
  

*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. ↩