ComplaintsforMobility Scooters Direct

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a mobility scooter from Mobility Direct on Feb. 6, 2024. Per their website, "We take pride in offering tax free sales, complimentary shipping, and a 1-year in-home repair contract. This means that if any issues arise within the first year and it qualifies as a warranty claim, we will promptly dispatch a technician to your home to address the problem". I have had a problem with the right side mirror from the time it was delivered to me. It has always been up to high and I could not see out of it to see what is coming behind me. Compared to a clock, the mirror was in the 1:00 position, when it should be somewhere between the 2:00 and 3:00 position, so all I can see is the sky. I have tried and tried for just over a month now to lower the mirror down by myself by turning it around and trying to move it downwards, but it will just not move. So finally today, March 19, 2024 I called Mobility Direct to ask them to send a technician. We spent several hours going back and forth with me sending them pictures of the mirror via an email and then phone calls and finally in the end, they refused to send out a technician. They claim that the mirror is not under the warranty issues that qualify for an in-home visit from a technician. This is absolute nonsense and blatant taking advantage of seniors. They are only too happy to take your money for an expensive scooter, but then will not live up to their end of the deal and stand behind their products with service. I paid $3749.00 to Mobility Direct for this scooter and can't even get them to fix this mirror for me. To expect any senior with mobility issues to try and do repairs themself is not acceptable and poor business practices, plus false advertising with their product. paid an extra $200 for white glove delivery, which means that the scooter was shipped to a outside company that they work with for deliveries to unpack and assemble the scooter because I could not do it myself.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was going to purchase a Lithium battery for my solax scooter, I spoke with a sales rep to find out if I get this bettery and it stops working in a few months who pays to ship it back since it would still be under warranty, he said there are no warrenties with batteries, but there website shows something else. Model: Solax ************************** Type: Lithium Battery Warranty: 1 Year To me if I hadn't called and specifically asked I would have thought I had a warrenty. Not solax offers the battery directly from them for $75.00 cheaper with a 6 month warrenty. So I thought I'd pay extra for the longer warrenty. To me this is deceitful...

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  ordered merchandise 8 days ago supposedly "in stock" and my cc was charged for the merchandise. (i have already been billed for the purchase by cc company)frequent inquiries about order only returned by "in process". calls to company unsatifactory as "cannot connect you to customer service at this time"Legitimate and responsible companies do not charge customer's cc until shipment. as of today, 12/18/2023 merchandise has not been shipped.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the brand new handyscoot Scooter on September 29, 2022. I'm experiencing Warranty issues and it was promised to in written warranty on components. I replaced the piece already, but it continues to act up. Also, my scooter is starting to make loud noises. I've tried to call repair shop around to see if they will repair the unit. But There's no company To make repairs But scooter direct wants me to send it to them for a repair. But it will cost me over 200 plus dollars for shipping on my own expense. They need to pay for the shipping. Because it's under warranty and this has been a ongoing problem. They claim that it's wear and tear but wear and tear does not start to make grinding noises and also the latch that is also broken This is the second time it has broke

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Oct 12,2023 I placed a phone call to the business listed as Mobility Direct for a mobility scooter and lift for my minivan. I gave ***** all of the personal information about my health and mobility issues and my preference for a transportable 4 wheel scooter a the interior vehicle lift for my van. ***** went over the scooter choices appropriate for me and then moved on to the lift. He chose the Pride Mobility ****** 10 4 wheel scooter, for which he informed me that the interior ******************* lift would not work and I needed an exterior ****** AL 100 for the hitch on my van. I explained in detail on speaker phone with ***** and my sister that I wanted the mentioned ***** interior lift. ***** again told me it was not compatible. I ended up with the Harmar lift. Mobility Direct contracted with a local business here in Alabama to install the lift. I arrived yesterday and was informed that per safety guidelines from Harmar the exterior lift would not work with my van. I was also informed that if they had ordered the interior lift I asked for it would have worked perfectly. It is recommended by their business software as the lift of choice. I paid cash for both items and currently have neither. I called and got no help. None. I spoke to ***** who claimed he was a supervisor and was told he would contact ****** which is their problem since it does not work with my van. My new scooter is at the installation company over an hour from my home. I have no way to transport it. I explained all this to *****, he started to inform me he would look for a work around. I told him he would not endanger my safety or the new scooter. I want the interior ******************* lift I asked for. Not some lift they have to force to work. I have the order form and proof of cash payment available. I missed my family Thanksgiving in ******* because I was depending on the scooter and lift. I would like this resolved and installed so I do not also spend Christmas alone.

  Customer response

  11/27/2023

  I received a single 11 second phone call and then hang up from this business.  I have done all that this site suggests to get a response from them and a resolution to my problem. Another major holiday is coming and I was forced to miss last Thursday because the lift issue happened. I fear I will be missing yet another event due to non response in a timely manner to fix this mess. At present time they have my money and I have physical possession of NOTHING.  I called customer service again today and got no response. Again. 

  Customer response

  11/27/2023

  I received a single 11 second phone call and then hang up from this business.  I have done all that this site suggests to get a response from them and a resolution to my problem. Another major holiday is coming and I was forced to miss last Thursday because the lift issue happened. I fear I will be missing yet another event due to non response in a timely manner to fix this mess. At present time they have my money and I have physical possession of NOTHING.  I called customer service again today and got no response. Again. 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ordered in March. A few days after receiving it, it sparked in the battery area and properly short circuit something. The tiller level was hard to pull someone in the store took a plyer and turned it 90 degrees, It was a little better (for a while) but now I can't move the Tiller to fold it up or adjust it. I took it back to the store because it will not go very far on charge. They kept it for a few days. I was told it was OK they drove it around in the parking lot for some time. After taking it back home I drove this Buzz Around Scooter for 1 hour = 1 mile after 15 minutes the first green light went out. After 23 minutes the second light went out. After 38 minutes the third light went out. After 50 minutes the fourth light went out. After 60 minutes 1 orange light went out. I can drive this Scooter for 16 miles like this, I don't think so, not even 8 or less. But this is unacceptable.I bought this scooter because of the miles I can drive it (we go on Cruises and when we go on land at some ports we go into the city to look around for couple or three hours. The scooter I had (a Drive GOGO) I watched the time and had to go back to the Ship because of the scooter. With this Scooter I can't do any better. We just had to cancel the cruise because of this. I have to wait the *** strike is over to speak with one of my Lawyers to find what to do next. We have driven more than twelve miles there and back to go and get this issue fixed, however they are not treating us right and fixing the issue. This has been going on since April when we received the scooter. It has been in their office once or twice each month for repairs and nothing has been changed.I hope we can get this settled without going there.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I bought a $4,000 African scooter and then customer service disappeared. They are not contacting me and not honoring my warranty.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We made several calls to the Mobility Scooters prior to purchase about upgrading out scooter to Lithium batteries, in those calls it was explained we would require the two batteries, a charger specifically designed for lithium batteries and a battery meter designed for lithium batteries. At no point did the sales representative say professional technicians were required to ensure warranty of the products sold, which they later claimed despite no authorized dealer being willing to do the simple install of plugging in a new battery meter as this was not an authorized install by Pride scooters. Fast forward and we have had a month long issue in getting them to A) communicate B) fix the issue or C) issue a refund.Simple put the battery meter does not work, we have tried two different ones and it does not do the simple task of reading the batteries levels. We have done everything asked of us, photographs, voltage meter readings, and we get no return calls, blocked on ******** and emails unanswered.The latest is they want us to return the part and pay for shipping and a 20% re-stocking fee, which they say is their policy. That policy was never communicated to us as our entire transaction was over the phone. In all our calls up to and including the purchase, never was return conditions communicated, nor was any special installation. They even stated how easy it was and to follow their online videos. We do not feel we should have to lose money based on their false claims of the battery meter working. Further we are without any way of telling at what level our battery is at any given time, possibly leaving us stranded. We want a full refund for the battery meter, no shipping costs and no re-stocking fee. That isn't too much to ask.We have suffered great stress and have had to do all the communicating with this company and can never talk to anyone with knowledge or power. It's always I'll relay that on to the tech, etc.

  Customer response

  11/08/2023

  The business finally did refund us for the non- working part, the minimum expected.  Still they did not resolve the root problem.  But I have put it behind me and expect no further action

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased two scooters from them, at about $15,000 and I need warranty repairs, but this company and also the manufacturer, AFIKIM Scooters, are ignoring my requests and this has been going on for months. When they do respond the answer is always the same, they are trying to find someone to respond. Then they tell me someone is to call me, and I never get that call. They are obviously not prepared to handle warranty claims in all areas, and I have $15K worth of scooters I can not use.They are so brazen that when I wrote a negative review I was told they don't care, since they get so many 5 star reviews, I can't hurt them! Great way to handle customers.

  Business response

  07/11/2023

  CUSTOMER COMPLETELY EMBELLISHED THE URGENCY OF THE MATTER. PLEASE FIND A ***** FROM THE MANUFACTURER. THERE IS NO ISSUE WITH EITHER SCOOTER. THE CUSTOMER DECEIVED ******************************************* AND AFIKIM ABOUT SAYING THE SCOOTERS DONT WORK. NOT A SINGLE ISSUE WAS FOUND ON EITHER UNIT. BOTH UNITS ARE IN PERFECT WORKING CONDITION. SEE *****S AS EVIDENCE. MOBILITY DIRECT MADE ALL GOOD FAITH EFFORTS TO RESOLVE THE NON-EXISTENT ISSUE. CUSTOMER INITIATED INITIAL FAULT BY CONNECTING THE BATTERIES CHARGER WITH NEGATIVE TO POSITIVE AND POSITIVE ON THE NEGATIVE BLOWING THE CIRCUIT BOARD, WE REPLACED THAT AT NO COST. EVIDENCE OF THIS IS ALSO IN THE ***** PROVIDED. 

  Customer response

  07/12/2023

   
  Complaint: 20145212
  
  I am rejecting this response because:

  This is just totally not true.  There were issues before the board was replaced.  I had to replace the circuit board as part of the initial fix.  Both scooters totally stopped running and no one would respond, so I had to fix them myself.  The other issue turned out to be the brakes rubbing, but there was an issue and I have proof. I also have a complete email trail that will prove that their response is crap!
  

  I was also informed by the manufacturer that the lithium batteries work, but also cause other issues.  They told me that the battery gauge does not work when the lithium batteries are installed.  This was never explained to us, so we relied on that to determine that we had enough battery power. 

  Just close this issue as I am totally done with this company.  I may purchase a newer version of the scooters in the future.  I understand from the manufacturer that there is a new model coming out with updated features and I certainly won't purchase from this company if I purchase them.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  this transaction was dated 9/23/2021 but because of covid/supply issues was not received until 5/27/2022.I paid for a go go endurance lithium scooter with a **** battery which I paid EXTRA for Order #**********. they shipped me the scooter with the smaller size battery. I have attempted a number of times to get a resolution and most times they IGNORE my emails and calls do not get returned. one time I did get an email response from their customer service saying they would refund me ****** which is way lower than what I paid for the battery and which they have never refunded either. Since they do not provide proper breakdowns in their receipts I also have no proof what I paid for the battery but know it was over ******. I need this scooter for mobility and the small battery is no good to me and they now charge an astronomical ****** for a **** battery when I only paid ******* for the entire scooter with the **** battery originally. All I want is what I paid for originally with no more out of pocket expenses. I Was lied to originally when I placed the order as they told me they had these in stock yet I had to wait 9 months for the scooter to be delivered. I am disabled and this whole situation has left me at the end of a short rope. I do not know what else I can do. I only want what I paid for, nothing more. They can even have the small battery back, I have no use for it. I used it one time. I am housebound hoping someone can help me please. invoice attached

  Business response

  03/24/2023

  Customer purchased a scooter. Looking at the phone logs, we have had very extensive conversations with the customer. Most of these are in regards to when the order would ship. Before the customers scooter shipped, she was notified via phone and email that the battery she wanted would not be on the container. The customer was understanding and opted to have the standard battery sent. We immediately provided refunds. The customer was refunded twice. Once for $150 and once for $40.00. Totaling a refund of $190 the customer paid for the upgrade. Every phone conversation is tied to orders systematically and preserved for 7 years. We have our phone calls recorded and I have preserved these for any legal action required. 

  When a customer purchases the Endurance scooter, they have the option of the standard battery or upgrading to a higher capacity for $190.00 This is a package deal.
  **************************************************************************************************************************************************************

  If a customer chooses to buy a part separately from the scooter, it will be more, because its not a example:
  Go Go Endurance Battery
  ****************************************************************************************************************************

  Clearly the price is higher here. The customer did not purchase the battery separate from the scooter. The opt to change her order to a standard battery and we refunded her the upgraded cost which was $190.00

  The customer got EXACTLY what they paid for.

  On another note. The customer chose to wait months for their scooter. We offered refunds several times as they have called to inquire about their order many times. Nobody lied and we are very transparent with every customer, as provided with the substantial information provided. 

  Customer response

  03/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They are not entirely correct with their response however my health has declined and I cannot argue with them anymore.  They only want to talk to you when they sell something  otherwise they ignore calls and emails.  And I was told multiple delivery dates that came and went.  I did not cancel my order because I did not want to start all over and be at the bottom of another list.  I was homebound and needed a mobility scooter.  And unfortunately this company takes advantage of persons with disabilities..
  
  Sincerely,
  
  *******************************

*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. ↩