ComplaintsforTop Mobility Scooters, Inc.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As of Feb 14, 2024, I placed an order for wheel replacements for my upright ******. Since then I have paid them the required amount $101.15 which I still have not received along with one brake assembly from a previous order. Each time I call they are on back order. Without these wheels I have no brakes on my upright ****** due to wear. I paid almost $700 for the ****** and can't seem to get the parts I need (the wheels). I did receive the previous parts - a pad was missing and discovered that the thickness of the wheels were warn down such that I cannot get the brakes to work. I need the wheels. waited months and keep being told they are on back order or on a boat to get unloaded. Was to arrive 4/22 and now 6/1. Call and left a message that I need the ****** and if I fall I am going to talk to an attorney about a lawsuit. I get no response. What kind of company is this? I am 77 years of age. This is ridiculous! You may contact me at ************ if you have any questions.

  

  Business response

  06/07/2024

  We understand the frustration of the customer but we are not the manufactuer and we are at the mercy of their supply chain.  At our last communication, these parts were still not in inventory.  We are reaching out again today to see where ******* has the purchase order for fulfillment.  We can happily refund the amount, but the customer has stated he wanted to keep his order in place.  We will follow up directly with the customer after the communication response from the manufacturer. 

   

  Update:

  We have received correspondence back from the manufacturer (Journey) and they are now not expecting that part to be in until late July. Being that is a further delay and we are holding your funds, a refund will be processed in full back to your card. We advise you to contact Journey directly for warranty or parts replacement issues or concerns as we have no control over their supply chain and parts replacements.  Thank you.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted Top Mobility regarding my Tzora scooter not working. Power was present but Scooter not moving forward or backward. The trouble shooting light was flushing "7" times.. I spoke with "*****" (*********************). He said it sounded like the "Throtttle Potentiometer". On Jan 8th, he gave me a Quote number for the part. Q-*********. I called Top Mobility customer service on Jan 10th and gave the quote number to *****. She created an order number TM-*****. The "Throttle Potentiometer" was shipped on Jan 12th. My scooter is newer. It is for outdoor use and kept in garage. I waited to have a technician come until.warmer weather. They came on May 9th. They said I had recieve a "Speed Potentiometer" not a "Throttle Potentiometer". Top Mobility sent me the wrong part. I tried to reach ***** via email and voicemail with no success. *************************** from customer service sent me an email asking me for a picture of the part. I sent her one. A few days later she sent me an email saying ***** said it was the right part. (It absolutely is not the right part). She said ***** would have to look into it. I have reached out to ***** and ***** both for help with the issue but they are not responding to me. I did recieve the wrong part. I do not know if Top Mobility made a wrong Quote/Purchase order number or Tzora is not owning up to sending the wrong part. I am not asking for a refund, I would just like the correct part sent to me. I provided a picture of what I received. It is obviously the wrong part.

  

  Business response

  05/31/2024

  New part shipped on May 30th with ***** Tracking # 776627668021
  We apologize that our reps were not able to get back in touch with you. Needed to get confirmation of shipment from the manufacturer before responding.

   

   

  Customer response

  06/05/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a scooter lift for my car 0n 8-31-22 from Top Mobility. They told me it would be delivered to my home 9-6-22 thru 9-12-22 I paid ******* )n 9-13-22 I still had not received it so I called the company and was told that I would be getting a call from the shipper T force freight. They did call and set up a delivery but I was told they would be dropping it on Broadway as they could not enter the complex as their trucks are to big. I am a 70 year old woman who uses a ******, How am I going to get a package that weighs 180 lbs.to my door.? I was told that was not their problem. I called to cancel the order and was told I would be charged shipping and restocking fees. This company knew I lived in an apartment building before I had even ordered from them but I was NOT told that it could not be delivered and I would have to make other arrangements .Please help .

  

  Business response

  10/10/2022

  The customer has refused messages through Amazon on her Amazon profile which does not allow messages on orders to go through to her.  First attempt at notificaton was Sept 1st, at 7:04 am notifying the customer:

  Sep 1, ********* AM
  Dear Customer,This is the **************** Team from Top ********************. Thank you for purchasing your Universal Mobility Scooter Lift Fully Automatic Platform Carrier. Your Order ID is *********************** vehicle compatibility verification, you need to go the Harmar Manufacturer website.Lift Type (from listing-Freedom Lift is AL100), Mobility Device, and Vehicle Make/Model **Please Note**We will confirm order within 24 hours of this message, we will and ship accordingly as if you have completed compatability check. This will deem the buyer responsible for the vehicle and mobility unit compatibility and all fees associated with returns, restocking, etc. are applicable.Sincerely,Top Mobility Official FBA vendor of Amazon LLC.

  September 2nd- 7:06 PM- Notificiation sent via Amazon:

  Please note that due to the size of your product, your must accept phone calls to schedule a delivery appointment from the *** carrier. The carrier cannot deliver your unit without speaking with you and scheduling a delivery time and date. This is a legal requirement due to the residental delivery nature and size of the product. If you have not received notification of a delivery appointment within 2 days of scheduled delivery time, please notify us via messaging in Amazon to try and assist. Please provide us with a valid phone number or email to contact you directly. Amazon does not provide us with actual phone/email information. Top Mobility is not responsible for delayed deliveries due to non-follow up with the trucking companies, but we will assist in ANY WAY POSSIBLE to get your product delivered! Thank you, Top Mobility Team

  On September 13th we received a message from Amazon customer service in regards to her calls to the freight delivery company (T-Force/UPS Freight)- and not being able to schedule a time: 

  On September 14th- 9:50 am: our response to her inquiry: Hello,Per TForce Freight, a deliver appointment has been set with the consignee. Please contact TForce Freight directly at ************* and provide your tracking number *********. Kind Regards,Top Mobility www.topmobility.com **************

  On September 14th- at 12PM- she attempted to cancel the order (after shipment): The message from Amazon: Hello,We've been contacted by a customer regarding the order identified below.--------------------Order#: 111-3409245-8940248 Item: Reason: Cancel Order Details: The customer wants to cancel and refuse the item for a refund because its too heavy for her to carry into her apartment and she cant walk. The carrier said they cannot bring it inside of her apartment and will leave it on the street. Please contact the customer.-------------------To respond to this customer, please reply to this e-mail or visit your seller account at the following link:https://sellercentral.amazon.com/gp/communication-manager/inbox.html Sincerely,**************** Department Amazon.com

  The customer refused delivery because the driver would not deliver the product inside her house and it was too heavy for her to lift. NO *** (Palletized product) driver will deliver a freight shipment inside a customer's home, unless it is setup as a white glove delivery service. The customer did not request inside delivery or pay for it, she ordered blind through Amazon. The item weight is clearly stated on the listing. We shipped and attempted delivery on the unit that was ordered. She was unsatisifed that there would not be white glove delivery provided in that the shipping company would not bring the shipment into her home in an apartment.  The lift is 83 lbs, and the swing away the additional. The listing states 83 lbs, and was ordered even though she can't lift the units.  Top Mobility incurred delivery charges, return delivery charges, and restocking fees with her refusal of delivery (over $700 in fees). Per stated on the listing, our return policy, and the communications between her and our team she was fully informed, but not happy because a freight *** shipment would not be carried up stairs and delivered into an apartment.  Amazon issued a full refund to the customer, the funds are on hold due to a dispute of our loss.  The consumer stated with Amazon she did not get her package, which was incorrect in it's own, as delivery was scheduled, then denied- there was discussion of her son picking up the unit as well. 

  Amazon is currently reviewing the dispute of her refund: She was refunded 1,673.06 per our restocking fees and policy.  She disputed with Amazon for the additional $776.48 shipping/restocking fees and Amazon issued refund. We have then disputed the return of the 776.48 per our policy.  We are awaiting Amazon's decision. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told by sales person ( ***) that the wheelchair lift would go on my 2022 Bronco. When I received it before I unwrapped it I went 4 places to see if they would put it on. All 4 said it would not go on my Bronco due to the weight. I contacted *** and he told me I would get refunded. That's been three weeks and I still haven't got a return label. He will not return my phone calls! All I want is a return label and a full refund. Don't think that's to much to ask!

  

  Business response

  09/19/2022

   

  The customer purchased a lift for his scooter and his **** Bronco Sport. The New SUV. Upon checking with the manufacturer, they have determined that the lift and the scooter that the customer is in possession of, will in fact work. 

  Unfortunately, the customer was not able to get a local installer to install the lift for him as they are concerned with the tongue weight capacity. After putting the installers in contact with the representative from the manufacturer, he has stated that the unit will in fact work once installed according to the installation instructions provided with the lift. 

  Since the installers (who are not affiliated with either our company nor the manufacturer) are deciding against the installation, the customer is deciding to return the lift. We are more than happy to accept the lift back as a return, however we are not able to do so without charging for the return shipping costs. We understand that the unit is still in the box and was never opened, which is reason enough to waive any restocking fee. However the shipping costs are mandatory and listed on his invoice as a fee that would be charged, should the item purchased be returned. (Invoice attached) Please see bottom of invoice for the Return policy. The last sentence will state that the return shipping is the responsibility of the customer. 

  Ultimately, we are not denying the return of the item. We are simply looking to provide a refund based on the company's policies for returns which include a refund MINUS the return shipping costs if the customer would like a label to be provided rather than shipping it back himself. 

  We will be copying the whole correspondence with the manufacturer below. We were not able to export the email thread as a pdf to attach. (Please start from the bottom up as the thread is newest to oldest)

   

   

  sorry, so much going on, is this for *****************?   i gave him my cell phone to have someone contact me and no one did, i can follow up with him again though
  
  On Mon, Aug 22, 2022 at 1:59 PM *** <[email protected]> wrote:
  So can you guys take this back?   Or is there someone in the customers area you recommend he takes it too that will do the install?
  
  Thank you 
  
  From: ******************************* <********************************************************************************; 
  Sent: Tuesday, August 16, 2022 11:52 AM
  To: Ray <[email protected]>
  Subject: Re: configuration
  
  Ray, I really dont have much more, i can tell you that we put lifts on broncos, and most suv and trucks only have a unibody.   I have never seen the hitch rated for only 230lbs for that type of truck.    Maybe he needs to take the factory hitch off and put on a ******************* which is rated for 400lbs.    He might have a bolt on universal hitch or something which is not strong at all.
  
  On Tue, Aug 16, 2022 at 10:27 AM Ray <[email protected]> wrote:
  The customer states no one want to install the lift due to the fact the bronco sport has a unibody and it has a tongue weight cap of 230lbs.  as of right now its looking like he wants to cancel and be issued a full refund .
  Please confirm you can schedule a pickup for the customer and him be issued a full refund since we did tell him it would work on his suv .
  
  Thank you
  
  Please advice .
  
  
  Thank you.
  **********
  
  
  From: ******************************* <********************************************************************************;
  Sent: Tuesday, August 16, 2022 10:05:11 AM
  To: Ray <[email protected]>
  Subject: Re: configuration
  
  he told me his chair is only 140lbs, the weight of the lift and swing away is 135lbs  he can get a class three hitch rated for 400lbs, i do not see the issue unless he does not have the class **************** received on the Bronco.  can he take a picture of his hitch and send it to me?
  
  On Mon, Aug 15, 2022 at 3:46 PM *** <****************************; ************ has taken the bronco sport to 4 different places, and they all agree this lift is not a good fit .  he is going to be returning it to us if we cant find a solution. 
  Any other ideas?
  Thanks 
  
  From: ******************************* <********************************************************************************; 
  Sent: Friday, August 12, 2022 3:33 
  To: *** <[email protected]>
  Subject: Re: configuration
  
  just talk to ur customer, the place said the lift was to heavy for his bronco?    he is taking it some place else
  *******************************
  ******************
  
  On Aug 12, 2022, at 3:13 PM, Ray <[email protected]> wrote:
  
  Not sure , I will give the shop your cell number if you dont mind 
  
  
  From: ******************************* <********************************************************************************; 
  Sent: Friday, August 12, 2022 3:03 PM
  To: *** <[email protected]>
  Subject: Re: configuration
  
  did they say why or what isnt fitting?  im not at work but if they want to call my cell then i can answer any questions for them.  ********** is my cell
  *******************************
  ******************
  
  On Aug 12, 2022, at 2:23 PM, Ray <[email protected]> wrote:
  
  Hi ***** :
  
  This customer just took his **** bronco to get the 210 installed and he is being told it wont fit.
  
  Please advice 
  
  Thank you 
  
  From: ******************************* <********************************************************************************; 
  Sent: Friday, July 15, 2022 1:19 PM
  To: *** <[email protected]>
  Subject: Re: configuration
  
  yes. they need to contact for directly for the forms to fill out.
  
  REBATES | wheelchair-carrier (*********************
  
  On Fri, Jul 15, 2022 at 10:57 AM Ray <[email protected]> wrote:
  how can they go about taking the rebate ?  contact the dealer?
  
  Thank you.
  **********
  
  
  From: ******************************* <*************************************************>
  Sent: Friday, July 15, 2022 10:56:32 AM
  To: *** <[email protected]>
  Subject: Re: configuration
  
  yes it will work and they should qualify for the **** mobility rebate program for that new vehicle, is they are the first time buyers.
  
  On Fri, Jul 15, 2022 at 9:11 AM Ray <[email protected]> wrote:
  Good morning, *****:
  
  2022 **** Bronco sport for a victory 10-4-wheel scooter .  will the 210 work?
  
  Thank you 
  
    *********************
    Sales Rep 
  
  
   Technology that moves you   
  
       Top Mobility Scooters, Inc.
    
     www.TopMobility.com
  
   ************** Ext. 107U.S.A. Toll-Free 
   ************** Direct Line
  
  
  
  
  
  
  -- 
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  unit B
  ******, ** 43613
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  unit B
  ******, ** 43613
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  5254 *******************
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  ******, ** 43613
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  ******, ** 43613
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  Customer response

  09/20/2022

   
  Complaint: 17907758
  
  I am rejecting this response because:I should not have to pay return shipping cost. I was told by *** that it would go on my Bronco. I went 4 different places and they all said the same thing. I don't know what the shipping cost would be,, but after being told wrong, and having to leave a car outside,, the company should pay for the return.
  
  Sincerely,
  
  *****************

  

  Business response

  10/10/2022

  Does a scooter/wheelchair lift fit on a **** Bronco: The answer is Yes. 

  The Invoice was sent at time of purchase with the return policy clearly stated. If a different hitch is needed for the item to work, it is not Top Mobility's responsibility to account for that step. We are not engaged in a contractual agreement stating that we have to get the lift installed. Customer simply purchased the lift to have shipped to their residence. We understand the unwillingness of 3rd party companies to decline installing the lift if the hitch on the vehicle is not reinforced enough. Acquiring of the hitch is not Top Mobility's responsibility and refusal to acquire the correct hitch is a choice that the customer is free to make. However based on our portion of the transaction, the lift was purchased, then shipped and then delivered.

  It is not that we are unwilling to accept the return.

  We have approved the return minus the return cost due to the customers unwillingness to acquire the necessary hitch for their truck that would be required for ******** from any company. The question of does the lift work on a **** Bronco, the answer is a clear yes and have had customers with Broncos get the exact same lift on the exact same car. You just need the proper hitch, which is not an item that we offer or sell. 

  With that said, The customer has already been issued a full refund, regardless of the loss taken to the company through a chargeback claim with their financial institution. 

  Thanks,

  Customer response

  10/10/2022

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband purchased a "will "wheelchair and received the wrong size wheelchair. Max and Judy gave us the run around for a week with no effort to resolve and correct the error. They expected us to use our home as a storage shed for incorrect merchandise that was large and cumbersome when my husband is already quadraplegic and has a hard enough time maneuvering around. Very unprofessional and very lazy these people are. We will be contacting our credit card company to reverse the charge and they better come out here and pick up their merchandise and get it out of my house or it is going up to the trash.

  

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/02/23) */ Please see attached email. The customer acknowledged they made a mistake on the claim and with the order, that it was not the fault of the manufacturer or Top Mobility. We feel this has been resolved, and are frankly surprised by this complaint. Text from Email Below: GM Max, First off, let me apologize for my anger yesterday, it was completely uncalled for. I now believe I was wrong and this is a 18' chair. That said, there is a lot of misleading information on Whill's website that is left to interpretation, including the dimension drawings that I have attached to this email. Either way that's neither here nor there at the moment. Now we need a solution and I believe I have one. I have a friend that would like to purchase a Ci2 for his mother's 75th birthday which is on 02/26 but hasn't been able to locate one for the price that I was sold this one for from Top Mobility (including from Top Mobility). Long story short, he is willing to purchase this one from me for the full price I paid if you can get me a set of white inserts before 8 am on Saturday before I head to Atlanta for her party. He's afraid she wouldn't care for the black. This seems to me to be the quickest and cheapest solution. I can then purchase a 20' after the funds hit my credit card and the problem is solved. Let me know what you think. Regards, ****** J ********* XXX-XXX-XXXX ************@gmail.com

• Initial Complaint

  11/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered a Titan scooter from them. It arrived dead. Contacted them several times and was told unfortunately you have to wait on the manufacturer or told to contact them myself. I do not understand. It is a brand new scooter and they have a 30 day return policy. We had it ONE day when I called because it is dead. They took my $2499 but I get no help. Not even to troubleshoot to fix whatever issue it could be. I tried calling the manufacturer 8 times. No answer. Left numerous voicemails. Send requests on their webiste. Top mobility should not sell something they don't help with or advertise a return policy they will not honor. I am not returning it simply because I don't like it, it does not work. I cannot get any help just told sorry I can't do anything without manufacturer approval. They will EMAIL you. I have not received any emails. Checked spam a gazillion times etc.. My husband is suicidal because he lost his leg and this was at least a way for him to be mobile. I wanted him to have the BEST I could do for him and working extra hours for this. I can't just pull another $2500 out of the air to buy another scooter. I just cannot believe this. We are already dealing with enough and for them to treat us this way is unbelievable.

  

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2021/11/11) */ The customer has been responsive to speaking with the manufacturer on this issue. It is a manufacturer warranty issue that has been in constant communications with Top Mobility, and attempts to communicate the with the customer for a resolution. Customer is currently posting negative comments everywhere while working with us and the manufacturer for resolution on the case. I have attached the emails for the communications between the involved parties below. The scooter has been diagnosed with a broken connector and is in the process of getting the part for repair. Consumer Response /* (3000, 9, 2021/12/03) */ No I do not accept their response. We have had to call a local company to try to fix this issue at our cost. Have had to wait for part to come from Israel. We are still waiting on resolution Business Response /* (4000, 14, 2021/12/14) */ ***Document Attached*** Tzora is the manufacturer and the warranty holder, not Top Mobility. Tzora has been working with the customer to resolve the situation, and it is our understanding they have sent the parts for repair. We have not been notified of any costs associated with the repair, but we are willing to work with the customer on reimbursement on the labor fees. We have also reached out to Tzora to confirm the parts have been sent. I have attached the email communication from Tzora in regards to the part associated with the problem. Business Response /* (4000, 17, 2021/12/15) */ Tzora has notified us that the repair has been completed and the scooter is in working order. Consumer Response /* (3000, 19, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) We heard from the manufacturer that they will not fully warranty this scooter even though it arrived damaged. We just want Top Mobility to make arrangements to have this scooter picked up and returned to them and they can deal with the manufacturer. We want to be done with this and just have this scooter returned which is what I originally asked for when it arrived dead. Business Response /* (4000, 25, 2022/03/03) */ I was informed that the repair had been completed and the scooter was operating normally. I have had no subsequent complaints from the customer and I have reached out to Tzora for a final report. Ms. Martin should not have incurred and was not asked to incur any costs for the repair. She was understandably upset at the process by which we must go through and the time to ship parts due to the time difference between us and the company being located in Israel. The scooter comes with a warranty for most parts. It excludes those that are considered wear and tear. The warranty does not include labor but since this was a brand new scooter both Top Mobility and Tzora wanted to do everything possible to make sure this scooter was fully operational. If that could not be achieved we would have gladly honored a return.

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