ComplaintsforMobility America

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I purchased my ***** Go Go LX (3W) scooter I was told by Mobility America that I could use the battery box from a ***** Go Go chair with the Go Go LX scooter. The ***** Go Go chair battery box is a larger more powerful battery not made to go with the ***** Go Go LX scooter. I purchased both brand new at the same time from Mobility America. I was told by their salesperson that I could use the larger battery box in my new scooter. I trusted their expertise and this was a mistake. I have been told specifically by *****’s customer service that Mobility America should not have sold me the larger battery box as this can hurt the scooter. No other battery box is listed in the specifications of my scooter and the larger battery box will damage my scooter according to *****. I have had many other issues with my scooter, multiple repairs and I’m very frustrated with my experience with Mobility America. I would like a refund for the battery box and additional batteries that I never should have been sold with my scooter. It is unfair to make me as the customer pay for their mistakes. ***** also sent out one of their repair technicians to my home. He insisted that the larger battery pack was absolutely NOT ALLOWED and doing so could VOID MY WARRANTY. Mobility America sold me a product that could void the warranty and won’t take responsibility for that. They are not trustworthy and will not correct their mistakes. All I wanted was a partial refund for the product that I never should have been sold to go with my scooter. Instead their response is to continually lie and insist that ***** is telling them that it’s ok. When ***** is NOT saying anything like that at all. The battery box with batteries retails for about $370 The additional batteries that mobility America said I needed to purchase for the incorrect battery box were about $100. I sent an email directly to Mobility America and they didn’t respond. Their only response has been to my Google review.

  Business response

  07/06/2023

  On 04/26/2022 ******** purchased a ***** GoGo LX 3 wheel Serial Number #: ************** from our store with an 18 amp battery pack.  The manufacturer, ***** Mobility, still sells an 18 amp battery option for this exact unit. ******** had absolutely no issues with this scooter until February of 2023, nearly a year after her initial purchase. ******** brought in her scooter on 02/23/2023 with complaint of battery not holding charge. Our certified technicians evaluated her scooter and found no issues (batteries texted good). On 02/28/2023 ******** called us again saying her scooter's battery life lasts about 3 hours. For reference, battery life on scooters go by range rather than time, so for all we know, she could have driven the full range within those 3 hours. On 03/01/2023 ******** brought her scooter in, our technicians found that her batteries had gone bad. After speaking with ********, they came to the conclusion that she was over charging her batteries which had caused them to go bad. Gus, the owner, gave her new batteries at cost rather than charging her regular price as a courtesy and she was retrained on how to properly charge her batteries. On 03/13/2023 ******** had called again saying her battery gauge on the dashboard will drop all the way down immediately after use. ******** dropped her scooter off the next day and our technicians did a thorough evaluation. During this time, our technicians drove the scooter around the property for nearly an hour and found no issues. Our technicians then contacted *****'s technical support team to help with the diagnosis. ***** also could not determine what the issue was so they sent us a new motor for ********'s scooter as a courtesy and to determine if that was the issue although the motor on her scooter was testing fine. After replacing the motor, our technicians drove her scooter around the property again with no issues. On 03/24/2023 ******** came and picked up her scooter with the new motor and our technicians informed her that her scooter was working perfectly. On 03/31/2023 ******** came in once again to complain about lights on the scooter flickering and beeping noises. When the scooter arrived, our technicians did not experience the same issues but the batteries were testing bad again. Gus replaced her batteries under warranty. Her machine was left here where we properly charged it and had had her come pick it up on 04/04/2023. When ******** came to pick up her scooter that day, our technician advised her to check her outlets at home as the one she could be using to plug her scooter in could be ruining her batteries. On 04/10/2023 ******** came in saying her 12amp battery pack that initially came with the scooter was not working but her battery gauge was showing they were full. ******** had not charged her 12amp battery pack in over a month although we had told her at the time of purchase that her batteries need to be charged, regardless if she's using the machine or not, every 2 weeks which she was not doing. To make ******** happy, we replaced her 12 amp batteries under warranty regardless of her not charging them properly, we also replaced her dashboard and gave her a new charger under warranty in attempts to resolve ********'s frustration. Her dashboard was ordered and then replaced on 04/18/2023. Every time ******** had contacted us or had come in to the store regarding an issue with her scooter, we have gone above and beyond to try to resolve her concerns. On 05/24/2023 ******** had left us a 1 star review on Google degrading us and our company. She had claimed that she called *****, the manufacturer, and they informed her that the 18amp battery pack she had purchased with her scooter would not only harm her unit, but would also void the warranty. ******** demanded a refund for the batteries and box she had purchased over a year ago at this time and once she had received what she wanted then she would remove her review. Now, ******** claimed she spoke to customer service over at *****. When we had contacted ***** regarding this issue, they not only claimed that no one at ***** would have told her the 18amp batteries were non-compatible with her scooter, they also mentioned to us that the 18 amp batteries are still sold as an accessory for that unit. We not only spoke to ***** technical support we also spoke to ***** Management who told us the exact same thing. We responded to ********'s review letting her know we had personally spoken to multiple people at ***** and within their Management Team and they specifically told us the 18 amp batteries have absolutely no affect on her scooter or on her warranty, and again that these batteries are still sold as an optional accessory for that specific scooter. We then told ******** we are still dedicated to helping her resolve whatever other issues she may have and that she was more than welcome to call us or come in to further discuss this. In addition, we told her a member from *****'s management team would contact her to discuss it with her. On 05/27/2023, ********, yet again, wrote an update to her review claiming ***** themselves sent a technician to her home to repair her scooter and the technician told her she could not use the 18 amp batteries. ******** then proceeded to write in her review that we are untrustworthy and advised others to shop somewhere else. On 05/31/2023 we contacted ***** Management again informing them about what ******** said regarding ***** sending out a personal technician to her home and telling her all this incorrect information. ***** specifically told us they did not send out a personal technician and they do not do that as a company. They asked a technician from a mobility store similar to ours, one that had recently opened earlier this year, and under no circumstances should that technician from that store have told her information that wasn't true and that they would personally reach out to that store and offer them more training on their products. Following that phone call with ***** Management, we responded to ********'s update on her review with our own update letting her know everything I previously mentioned and what ***** Management specifically told us. ******** is making false claims saying her warranty is now voided because she put an 18amp battery pack on her scooter rather than the 12amp battery pack. How would her warranty be voided if we have already replaced parts for her under warranty? How is ******** claiming 18 amp batteries will harm her scooter when on several accounts the manufacturer themselves have told us that is incorrect and those batteries are still sold as an accessory for that unit? ******** has been borderline harassing a small business that has been operating in Lakeland for 23 years. She has degraded our company on multiple accounts and has said verbatim that she refuses to remove her review until she gets her refund on the batteries and the box she had purchased well over a year ago. We are disappointed that a customer we have gone above and beyond for will go to this length to slander a small business that specifically works in helping the elderly and disabled. We have contacted ***** Mobility again regarding ******** and this issue and they provided us with a written statement with the serial number of her specific unit stating that the GoGo LX DOES have the option for 18 amp batteries and they are safe to use. This written statement is attached to this response to ********'s complaint. Please reach out if you require anything further from us. Thank you. 

  Customer response

  07/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  First, I am not a liar. I was told by Karen, your employee, that “***** says you can’t use the larger battery pack.” I was told by ***** Mobility customer service twice that the larger battery pack was NOT approved for use with the scooter you sold me and do NOT use it with my scooter. The fact that you used your gravitas to get your friend at ***** Mobility to write a false letter stating that the larger battery pack is acceptable does not negate the truth that ***** does not list the larger battery pack as an approved accessory for my scooter and ***** Mobility has told me personally that it is Not approved for my scooter. Your blatant lies and manipulation is a pathetic attempt to not provide a measly $400 refund for your mistake. Just provide the refund for your mistake. Finally, one email (which you ignored) and one google review does not constitute harassment of your business. In fact this is normal communication behavior for consumers. What isn’t normal is your company’s refusal to take responsibility for their actions. If you continue to lie about my character I will pursue legal ramifications for this issue. I have never dealt with a company as duplicitous and deceitful as yourselves.

  
  Sincerely,
  
  ******** ******

  Business response

  07/20/2023

  The bottom line ********, is I never once told you that the 18amp battery pack would not work. I'm not sure why you are continuing to disparage Mobility America or ***** Mobility, other than because you are not getting your way. Had you come to us directly and handled this in a more professional manner it may have worked out better for you but you have chosen to spread lies and misinformation across the internet. You have chosen to not believe a written letter from the manufacturer regarding the 18 amp battery back being valid to use and that confuses me as they are the manufacturer and they are clearly stating it is fine. If you choose to take legal action, that is of course your right and we will welcome the opportunity to prove that what we have been saying to you all along is correct and accurate.

  Karyn

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