Complaints

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

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  Portola Tech LLC

  3943 Irvine Blvd # 147 Irvine, CA 92602

• 

  Portola Tech LLC

  5 Musick Irvine, CA 92618

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:11/03/2024

  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.

  I am financing a mobility wheelchair from Porto Mobility through Time Payment. First off their advertisements describe the wheelchair as being lightweight, just pick it up and load into the car. But it's only lightweight to a 500 wrestler. I'm handicap with walking disabilities and I have a gait.(Limp) I can't pick up a wheelchair!!!,but the biggest problem is that I'm having mechanical issues and I just got the chair I believe in late spring of this year. I had to purchase a cord and pay to put it in and I'm still having problems with the chair not getting any power to go.Porto mobility won't pay the lease off and take the chair back. So it sits in my SUV. I need help in resolving this because I don't think I should have to pay for something I can't use because it's to heavy to lift or scared TO use because it may cut off on me.Whatever you can do to help me I'd appreciate it.Thank you very much Sincerely ****** D.*****

  Business Response

  Date: 11/04/2024

  Thank you for reaching out. Unfortunately, as it has been over a year since the wheelchair was financed and delivered, we are unable to process a return at this time.
  Please note that the financing transaction is managed directly between you and the finance company, and we do not have jurisdiction over it. For this reason, we kindly recommend confirming with them the terms of your agreement. We understand that they may offer a buyout option, which could include a "same as cash" payment without APR within the initial 12-month period.
  For further details or possible options, please refer to the response from Time Payment Finance. Thank you for your understanding.

  Here is Timepayment Finance message for you:

  "Hello ,
  This lease cannot be broken, it will need to be paid in full.
  
  The buyout amount is $1,197.52, valid for 15 days. 
  
  To pay the buyout amount, they can do so online at *************************, send it via Wire Transfer, mail us a check, or call Customer Support at ************.
  
  Our mailing address for mailed payments is TimePayment, P.O. Box ******, ******, MA 02284
  
  Lastly, I have attached Wire Payment Instructions if they want to send it via wire.
  
  Please let me know if you have any additional questions. 
  
  Sincerely,"

• Initial Complaint

  Date:10/06/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 contacted the company on Monday, October 2, 2023 because my wheelchair is not working. I described the problem and was told "maybe" it's the controller. I was told a replacement would be sent out under warranty that day and was asked to send a video of the problem as backup for the warranty coverage. I sent the video within a couple hours with a request to confirm receipt and let me know when to expect the part. Having not received a response by Wednesday, October 4, I sent a follow up email. I received a phone call back and was told he had reviewed the video and (again) it "seemed like" the controller and/or cable might be the issue and a replacement would be sent that day as if Monday's phone call had never happened. Shortly after the call, I received an email response with a tracking number that indicated a label had been generated, but the package had not been received by ***** The tracking information remained as such for 2 days, and I sent another follow up email and left a voicemail on Friday, October 6. In both the email and voicemail, I asked for the replacement part(s) to be sent via expedited shipping to account for the delay and asked that I be sent updated tracking information indicating a carrier service had actually received the package. I've received no response at all and remain without a functional wheelchair for the foreseable future. At this point, I have no reason to trust that these replacement parts will even fix the issue.An additional note: this bariatric wheelchair is advertised as getting up to 15 miles of use from a full charge. When I questioned why mine has only ever gotten 3 to 3.5 miles, I was asked my weight, which is well within the specs for this bariatric wheelchair. In response, the rep laughed and said that the advertised mileage for this bariatric wheelchair with a 400 lb. max ******** is based on a user weighing 140 pounds.Given these events, I increasingly feel as though this business is a scam, or just barely not one.

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair 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 electric mobility chair from this company and have had a lot of problems. The motors have been replaced the ****** has been replaced twice and the controller and cables replaced once. Now the same issues are coming back and they are not responding to text messages or phone messages. My chair only gets used about 5 hours a week and has basically been rebuilt once in less then a year, Also they advertise waranty service will come to your house, well they ship the parts to your house and expect you to install them

  Business Response

  Date: 01/10/2023

  Hello,
  
  we had already sent this customer a replacement part and resolved his issue  immediately. When we have talked to the customer he emailed you to inform you that his issued has been resolved. 
  
  thanks,
  ***

  Customer Answer

  Date: 01/10/2023

  
  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,
  
  *****************
  
    The problem is being resolved and the merchant is working with me. I have called numerous times and written a couple of emails to BBB telling you this and no one would ever help at the BBB. BBB service is not very good 
  

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair 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 bought a wheelchair from this company approximately 11/21. Around 3/22, the chair started running a little rough and only getting about 10 miles on a charge, while it's supposed to get at least 30. For months, I tried to get help. Finally, after filing a complaint and leaving a poor review, they agreed to send a tech, provided I retract my complaints. The tech finally came and validated the left motor was defective. He replaced the motor, but the mileage is now about 4. If their technicians can't correct the problem, a new chair replacement would be a satisfactory solution.

• Initial Complaint

  Date:06/20/2022

  Type:Service or Repair 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.

  In August of 2021, I ordered the Beast Wheelchair from portomobility.com, but didn't arrive until November. I've used it less than 30 times and have the following issues.1. Supposed to get 40 miles on charge, but only gets about 10 2. Supposed to go 7mph, but only goes 5 3. Rides like it has a flat, rythmic bumping 4. Seems to lean slightly to the left, making right turns and uneven sidewalks a little scary 5. I bought it for the weather resistance, but you have to purchase an additional joystick sleeve they don't tell you about to get that.I have sent several emails over the past 2 months with no resolution.I'd like a replacement chair with the following(company pays shipping for return of my chair from nursing home and delivery of replacement chair to nursing home)1. Speed raised from 1,2,3,4,5mph to 2,4,6,8,10mph, provided chair and motors can handle it(I will sign a waiver for safety concerns)2. Include the joystick sleeve 3. Include detailed instructions on hooking up batteries.4. Have it thoroughly inspected before shipping.