ComplaintsforMobility & More

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Mobility and More on October 27, 2023, to rent a wheelchair for my wife who has severe bilateral lymphedema in her legs, as we were going out of town for about two weeks. She is able to walk but not able to walk long distances which is why I rented the wheelchair. On the day we were supposed to leave she tried to get into the vehicle and scraped her legs causing them to bleed to the point they became infected. We ended up canceling our trip. I called Mobility and More a few hours after my wife had scraped her legs to see if I could bring the wheelchair back early as we did not need it. The woman that I talked to was rude and just kept saying you have a contract, she said this five times, she then said oh by the way it needs to be brought back the Tuesday before Thanksgiving. She did not offer any solutions. The wheelchair sat in my spare bedroom for three weeks unused. My wife never used it, no one did, it sat there reminding my wife that she has an uncontrolled medical condition. When I returned it on November21,2023 that same lady asked how it was. I said it was never used, to which she replied well at least you had it. I would just like some money back as it was not used, the employee offered zero solutions, and was not only unhelpful but was rude. Plus, she changed the contract date to make it look like I had it exactly 30 days. I have the original contract with the actual date that I picked it up on it. This is not the way in which to run a business especially a medical business.

  

  Business response

  12/19/2023

  December 13, 2023 
  
  Better Business Bureau **********************************************;
  ******************* ** 80524 
  
  Case ******** 
  
  RE ***************************** ***************************** 
  Apt 1008 
  
  ******************* **. 80524 
  
  To Whom it may concern: 
  
  In  response to  Mr.  Schillaci's  complaint regarding his  wheelchair rental,  we have addressed his concerns in a separate to him, letter dated December 11, 2023. 
  
  However, I will cover his concerns one by one in our as follows in our response to the BBB. 
  
  1.  He did rent a HD wheelchair from Mobility and More on October 27, 2023, for a 
  one-month rental period. 
  
  2. He reported because of an accident that caused his wife's legs to bleed and they 
  got infected. Because of the infection they cancelled their trip for which this wheelchair was rented. 
  
  3. He reported he called to see if he could return the wheelchair early. We do not 
  have a record of this call. But we are not disputing that he called. 4. Mobility and More's policy on early returns is that there are no refunds for early 
  returns.All rental customers are made aware of this verbally upon signing the delivery ticket. 
  
  5. EXHIBIT II is a copyof his delivery ticket (invoice) clearly stamped in red "NO 
  REFUND  for  early  returns"  Because  of the  importance  this  is  ALWAYS reiterated to the customer. It also shows in red dates that he paid and picked up his rental wheelchair. Attestation by his signature is noted on this ticket as shown as "spouse." 
  
  6. On the second page of his delivery ticket, EXHIBIT III (invoice) under RENTAL 
  and SALES AGREEMENT it also notes "no refunds for early returns." 
  
  Mobility and More ********************************************************** ***********   www.myrnobility.biz 
  
  .   He returned the wheelchair on November 21, 2023. EXHIBIT IV is a copy of his 
  return ticket showing the exact date of return. NO DATES were changed as he reported in his complaint. He picked the wheelchair up on October 27, 2023, and returned it on November 21, 2023, exactly as shown on the paperwork he has copies  of.  Attestation by his  signature  is noted  on this ticket as  shown as "spouse." 
  
  His letter to the BBB has conjecture that we cannot address but for the items we can address at this time, we will presume these to be accurate per his complaint. Had he 
  returned the wheelchair in the first couple of days we would not be dealing with this complaint as we would have addressed his full refund immediately. 
  
  Sincerely, 
  
  ***************** GM 
  
  *********************************** Mobility and More 
  493. ************* ******** **. 80537 
  

  
  

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