ComplaintsforThe Mobility Store

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date: March 15, 2024 $3,450.00 was paid to this business for the sale of a scooter They committed to provide to me a scooter with 40 Ah Lithium-ion Battery + a seat of 20"W x 18"D and a Canopy cover for rain.We agreed that he will give me the upgrade of the battery plus de seat and the canopy for the total price of $ 3,450.00.The same Baja Bandit 4 Wheel Scooter with the 40 Ah Lithium battery, and the 20" seat is at ************************************************************************************************************** for a price of $3,689.00. When I told him that he said that he will give me a special price to buy from him of $3,450.00. Then, he gave me the scooter and he said that it has the 40 Ah lithium battery included in the battery box. I asked him to open it and he said "I cannot do it", the 40 Ah battery is there. When I came home I checked it very well and there is just 1 battery of 20 Ah. I called him today 3/18/24 and he told me that if I want it will cost me $630.00 more which is not fear because we agree with a price and I paid the whole amount thinking he was an honest seller. The same scooter he gave me is at other places for just $3,059.00. Today I called him and I asked about the lie of the battery and he said I will have to pay more money and "period", so I told him that I want to return the item and he said that there is no return. How come there is no return for an item of $3,450.00. I can read from other people's complaint that this place is not an honest business and that they cheat the customers with lies and promises that they do not accomplish. It is not fear. I request from your authority to close the nature of the business or to put them a fine. They are lying and cheating people with a lot of money and someone has to protect our rights in this country. Business like that do not have a good faith with the customers. I wrote on the paper he made me sign that he still needs to deliver to me the seat and the canopy, thinking that I was receiving the 40 Ah lithium battery as he told me. I am now afraid that if something happen with the scooter will I have a guarantee as he said? Or he is also lying on it?I bought it because I need it for my health and it is not fear that businesses like that use the necessity of others to cheat customers. As a resolution to my issue I am asking them to:Deliver to me the additional 20 Ah Lithium battery, plus the canopy and the seat of 20" because that was the deal agreement or if they are not willing to satisfy my requirements to accept the return of the scooter and credit my account with the complete amount of $3,450.00. I sincerely hope that your authority can resolve this issue and help customers not to be cheated by dishonest companies like that. Thank you.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The store sold us a faulty lift for our mobility scooter. We went back to the store and the mechanic there said that a part needed to be replaced. The salesman, *********************** told us he ordered the part and it would be in on 1/10/24. When we called to see if he had received the part he said no but he would check on it and call us right back. We never heard from him so we stopped by the store and he tried to convince me that the part was not needed. I became upset with him and he apologized and asked us to wait and said he had ordered the part. I have been calling for a couple of weeks now and he will not speak with me. We just want the lift to work properly so that we can access our trunk. Could you please help us ?

• Initial Complaint

  10/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Almost a year ago November 2022, we took my fathers mobility scooter trailer to the mobility store in Lakeland to put on consignment. They contacted us about 2 months ago to tell us the trailer is not selling, and we need to come pick it up. We have gone 3 separate times to pick up the trailer, spare tires and tools associated with the trailer. The first time when we arrived, they told us the extra parts were locked up and they didn’t have the keys to the shop on a Saturday so we could not get it (need the tool and trailer attachment to tow it). The second time we got almost to the store and called to verify they had everything ready, and they told us they didn’t have the extras out (they forgot). The third time we called ahead, and they told us it was all ready to go (extras were there and ready), only to arrive and they say they couldn’t find the extra parts. While there the 3rd time they claimed that we owed them $400 in “Advertising fees” which were not listed on the contract. When we questioned them about said fees and asked to be shown where those were agreed to on the contract, they told us to leave the store and called law enforcement on us (had us both trespassed from the property). We hired an attorney who sent a demand letter, which was ignored by the company.

  Business response

  12/01/2023

  Good Afternoon,

  We have a consignment process that is the same for all customers. The customer got extremely irate with the sales manager while he was getting the requested consignment items ready for the client. The client refused to pay the $400 marketing fee and decided to spit in the managers face and leave. The manager then filed a complaint with Lakeland Police Department. Once the $400 marketing fee is paid we will release the consignment item. 

  Customer response

  12/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: the attached contract states nothing about a marketing fee and that was never part of the original agreement. Attached is the original signed contract and a letter from our lawyer demanding the return of our property (which was ignored). Not that it makes a difference in the return of the property; however, to set the record straight no part of my party ever became irate with the staff at the store, nor did anyone spit in anyone's face. When we asked to be shown where the the marketing fee was listed on the contract we were asked to leave the store and were told that the police were being called. Before we could close our trailer and make a safe exit from the premises the the police arrived and we cooperated with them fully. The manager of the store presented the police with a bill for marketing fees and the police provided that to us prior to our leaving.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  09/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted The Mobility Store when I moved into a house to get the exsisting Ram Lift look at in our garage. They said it was working. A few weeks later the lift stopped working so I had them come back out. They said they would need to order parts so out of good faith I paid them $500. Weeks went by and then they came back out. The parts didn't work and then they started not returning my phone calls. I got very frustrated because I had to call multiple times and got no return phone calls. Finally after a few months, I got in touch with the owner John. He promised me he would restore my faith in the company and come out to the house and take care of the issue himself. Since then I've left countless messages on John's voicemail and not getting any return phone calls. I just wants a refund of the money I have paid them so I can move on. I would like the $500 good faith money I gave them and the $199 when they came out the first time and told us the lift was in good working order.

  Business response

  10/27/2021

  Business Response /* (1000, 8, 2021/10/04) */ We have been trying to contact this customer to resolve this issue. She has not returned our calls or messages. The manufacturer of her lift in the garage recommended replacement due to the unit being so out dated. Customer does not want to buy a new lift, rather have us try and fix her old unit. They are installing brick pavers on her sidewalk for home appearance upgrades rather than spending the money on a wheelchair lift. Priorities. The manufacturer sent parts that require some creative grinding to the unit which could damage it permanently. We debated with the manufacturer about this, and they insist since the unit is so old, this would have to be done. At this point we have taken it apon ourselves to purchase a second set of replacement parts on our dime, to provide the best possible outcome for the customer. It seems the customer wants to take back our service charges for helping her through this situation as if its our fault her old lift that came with her house is having issues, when they actually want to do the bare minimum in spending to make the home accessible and would rather have a nice curb appeal. Consumer Response /* (3000, 10, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) One of our biggest issues with the mobility store has been their lack of professionalism and their response validates my concern. First of all, I have been in contact with the manufacturer of the lift, RAM . They were aware of the issues we were having with the lift. They informed me they never told The Mobility Store that the lift was too old to repair, nor that purchasing a new lift was necessary. Speaking with the manufacturer, that made us aware that they offered to send new parts at no cost , but the mobility store would have to pay the shipping. The Mobility Store never confirmed they would do so. After waiting another week with no response to the manufacturer, Ram Lift provided us with another certified technician to do the repairs. They also sent all of the parts necessary, at no cost, and all I had to do was pay for the shipping. The new company came out in a few days, and fixed the lift within 2 hours. RAM has since removed The Mobility Store from their certified technician list. I now have a working lift! It is such a relief that this ordeal is over. All I want is the $500 good faith payment back from the Mobility Store, as they did not repair the lift. . And also FYI the brick pavers were to change the front elevation of my house so I would no longer need a ramp to get into my front door so yes my priorities are in the right place. Business Response /* (4000, 12, 2021/10/06) */ We are happy to hear that your old lift was bandaged to work for a few more weeks. It will require a replacement. The manufacturer told us the unit is old and outdated and should be replaced VIA EMAIL and PHONE. WHICH CAN BE PROVEN WITH COPIES! We arent lying. Thats totally unnecessary. The "certified tecnician" list...? There is no such thing. We will attempt to contact you AGAIN to resolve any money issues. Our apologies for this dilemma, but we explained the unit is unreliable and will need to be replaced. Talk with you soon.

*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. ↩