ComplaintsforMobility Plus

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold a wheelchair lift for my vehicle Nov 2021. It was manufactured by Harmar. It was not rated for the weight of my electric wheelchair or tow capacity of my vehicle but was installed anyway. It is now bending. The steel frame is bending and is now unsafe for me to place my wheelchair on for transport. Photos were sent to Mobility Plus. My husband refuses to deal with them because he is so angry about the money he spent and wasted. I cannot get there myself to show them because I am the one in the wheelchair and cannot transport the wheelchair on the lift now. They said they will charge me $100 to come look. I spoke with the manufacturer Harmar who said that Mobility Plus is claiming that between getting the lift installed Nov 2021 and now that somehow I got a new, heavier wheelchair. This is insane. My wheelchair cost upwards of $30k which insurance paid and there is no way they would give me another in that time!! Mobility Plus is trying to get out of admitting they sold and installed the wrong lift. I just want my money back and they won't even call me. They keep calling my husband who is too angry to speak with them. I keep calling their office to try and get this taken care of and they won't talk to me, they tell me the owner is unavailable and then they hang up on me. I am unable to get to dr appointments now (or anywhere) because I have no way to transport my wheelchair. I want them to come to my home and look at it themselves since I am physically incapable of getting there without my wheelchair and simply acknowledge they installed the wrong unit. Harmar already told me based on my car and my wheelchair there's no what what they installed could support it. THey are a new company and made a mistake. They should own up to it and refund me the lift price.

  

  Business response

  08/18/2022

  Hello ****, I am sorry to hear that you feel my company sold you a lift for your vehicle that was not rated for the weight of your electric wheelchair.

  I researched your file to see how I could help. It looks like you called my Tucson showroom on August 12th to report that the base of your Auto Lift was bending. We scheduled an appointment to come to your home on August 18th at 9 AM. In preparing for your appointment, we asked you to send us pictures of your Auto Lift so that we could send them to the manufacturer. The manufacturer requested that we perform an evaluation since these products rarely fail if ever, and if they do fail, which is very rare, it is within the first 5 days. Since you purchased your Auto Lift on October 21st, 2021; we needed to understand what caused the reported failure.

  You called the manufacturer, and they also asked you to come to my showroom to have us evaluate your Auto Lift. You cancelled your appointment for my service technician to come to your home and you have not brought your Auto Lift to my showroom for us to evaluate it. I would like to invite you to please continue the process that has been explained to you by both my staff and the manufacturer so that we can help you.

  Any of my Harmar Lift Squad certified Mobility Consultants can help you (which is all of us), so there is no need to ask for just me.  Please feel free to work with my Mobility Consultants, some of whom you have personally met when they were at your home helping you with your threshold ramp concerns.

  *****

  Customer response

  08/24/2022

  I was told there would be a $100 charge to come to my home to see what was happening. I am in a wheelchair I cannot drive my wheelchair to your business because the lift is not functioning. I called Harmar they certified the tongue weight for the vehicle will only hold 400 pounds the chair weighs 380 pounds, once the weight of the swing arm is added, that exceeds 400 pounds. You are welcome to come to my house and see what is happening but I am not going to pay you $100. I cannot bring it to you and risk my wheelchair falling off the lift, I also cannot bring it to you without my wheelchair since I cannot go anywhere without the wheelchair I need the wheelchair for medical reasons I cannot sit in my vehicle for extended periods of time due to my medical condition.  Are you willing to come to my house and look at what is happening to the lift that has been verified by Harmar to exceed the approved tongue weight of the wheelchair and swing arm without charging me more money? We already sent you photos, but you are more than welcome to come verify them for yourself but I am not paying you to do it.

  

  Business response

  08/25/2022

  Thank you for your followup questions. 

   

  It is not appropriate or safe for us to come to your home any longer since an owner of your home told us that we are not welcome.  Your husband has made it very clear that he does not want us to come to your home.

   

  Moreover, you were able to take your vehicle to Ability Center for an evaluation, even though the manufacturer instructed you to bring your vehicle to the original dealer. 

   

  In order to help you, I respectfully request that you allow us to help you by bringing your vehicle to OUR service center, just like you brought it to Ability Center.

   

  Please call (520) 225-0415 to set up an appointment at OUR service center. (520) 225-0415,Please call (520) 225-0415

  (520) 225-0415 Please call (520) 225-0415

  (520) 225-0415 tPlease call (520) 225-0415

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