Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mobility scooter from Mobility Direct on Feb. 6, 2024. I paid an extra $350.00 for a 3-Year Labor & 1-Year Parts extended warranty. I just recently developed a clicking sound on the scooter which can only be heard while riding it. I have a friend whose father used a scooter and they had the same sound and it turned out to be bearings. I understand that my friend is not an expert, so I decided to contact Mobility Direct since I have the extended warranty. The first thing they did was reply to my 'help' ticket by sending me an email with a bunch of video tutorials so I could try and figure what the problem was myself! The second thing they did was ask that I send them an audio file so they could hear the sound. I have done that and they have replied that they believe it is an operational noise, which means that parts will not be sent under warranty. They say that general operational noises such as clicking, grinding, and squeaking are not part of a warranty because these noises are wear and tear. They have NOT proven that the problem is wear and tear because they have not sent a technician out to look at the scooter. How can they be 100% certain that the problem is wear and tear without looking at the scooter? This is no different than any other issues consumers have with appliances or even an automobile. When you have a problem, you have it checked out. But Mobility Direct won't check it out and instead decides without even looking at it that it is just wear and tear. For the record, this is the second issue that I have had and Mobility Direct refused to come out the first time as well. I want reimbursement of $350.00 for the extended warranty plan that I paid for. It is clear to me that they will never send out a technician and these extended warranty plans are nothing but a scam to trusting handicapped seniors and extra money to Mobility Direct for doing nothing!

  Business Response

  Date: 03/04/2025

  Hello,

  Thank you for reaching out. After listening to phone calls of your complaint, we have determined that this clicking noise is most likely due to lack of air pressure in your tires. There are no bearing on the Raptor Scooter Wheels. The clicking is rotational, meaning the faster you go the faster it clicks. Due to history with our customer, we have decided it is best to refund the customer $350 via check #***. The customer is not willing to work with us, but yet demands service. To mitigate trips we ask the customer to help us. The customer recorded a video, and we were able to identify the sound. The customer was not happy with our response. Fortunately for the customer, we are a reputable company. The customer purchased a service contract, but the warranty has expired. Customer is responsible for parts, and we were honest to inform the customer parts weren't needed and to add some air. Because the continued negative experience this customer is having we are going to refund the customer for their extended service. When the customer made the purchase, they were made fully aware of the "Service Explainer" which was provided to them, which wheels are excluded because of normal wear and tear. All wheels are warrantied for a period of 30 days. 

  REFUND CHECK HAS BEEN SENT TODAY VIS ****

  ********************************************************************************

  Regards,

  ****** ******
  CEO

  Business Response

  Date: 03/14/2025

  The customer has cashed this check on March 10, 2025. This is a clear indicator the customer has accepted the refund, and the issue is now resolved. Evidence provided.

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.

  Business Response

  Date: 01/22/2025

  Hello. We are sorry for the late response. We wanted to address your complaint. After looking in to the situation it appears that your mirrors, an accessory, which is removeable, and turns while you operate the scooter. There are one reasons for this, they were not installed tight enough by hand or you did not use a pair of pliers to make it fit. There was no special delivery for this order. Mobility Direct was not to set this unit up for you, but it was done on the consumers end. In the event you need help with service, we can direct you to a local dealer who will be able to address any and all product issues. A mirror does not change the performance of the mobility scooter. Unfortunately we cannot send out a technician for a non warranty related issue. A loose mirror would be normal wear and tear and you must tighten it to your specific position and desires. These mirrors are intended to be removed, as each accessory to the scooter is intended, which includes rear baskets, ****** holders, ect. Mobility Direct stands by all Manufacture warranties takes each claim seriously. Mobility Direct is a State Licensed medical equipment provider, and a nationally accredited medical equipment provider. In the event that you feel that this does not conclude or resolve your issue, please give one of our customer service representatives a call and we will help you to the best of our abilities. ************

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 21455794
  
  I am rejecting this response because:  I was never given any kind of list of items that WERE or WERE NOT covered under warranty.  Secondly, to expect a senior citizen with mobility issues to try and repair these items not covered under warranty is totally unacceptable.   If I could do things like that, I would not need a mobility scooter in the first place.  Last but not least, even the sales people on the phone are deceptive because it's all about making the sale!  I specifically asked about the tires being pneumatic and if I would have to regularly check the tire pressure and keep them inflated myself.  The response by the sales person was (Quote) "No, not unless you run over a nail".  However, I have found out that this is not true and the tire pressure does have to be checked regularly and air added as necessary.  It's disgraceful for any company that makes equipment and other needed items to not be 100% transparent.   It's just taking advantage of seniors so they can make money!  Shame on them!
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/04/2025

  Hello,

  We are sorry that your thoughts are not aligning with ours. You did get a list of exactly what's under warranty. When you open the mobility scooter, the user manual is the first item presented. This is also available on our website 24 hours and 7 days a week for your convenience. Inside your user manual, there is a warranty card that identifies exactly what is warrantied. Regulating the air in your tires is not something that would arise to warranty, and that would also include riding over a nail. Our website properly advertises our return policy and warranty information on every page. Our team is always helpful in providing you the resources to have your mobility device repaired. We can, and will, at anytime provide you with a reputable dealer in your area who can make those repairs.

  Here is a link to our warranty service explainer found on each product page: *******************************************************************************************************************************

  Here is a link to our 90 day return policy found on each product page: ****************************************************

  We are sorry for any inconvenience that any of this has caused you. 

  Please give us a call at ************ or email ******************************* so we can further assist you with your repair.

  Customer Service
  Mobility Scooters Direct

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 21455794
  
  I am rejecting this response because:
  

  They are right, my thoughts do not align with theirs.  All they do is provide word salad excuses in order to make a sale and do not show any transparency when it comes to things under warranty.  They completely do not understand that if seniors could do repairs themselves, they would not need a mobility scooter.  Most seniors are also not wealthy and can't afford to bring in a repair technician recommended by you to cover all the items that you don't cover under warranty.  Why don't you just make a scooter where all items are under warranty?  That would make life easier for seniors with mobility issues.  Instead, they pick and choose which items fall under warranty and which items don't.  Again, all to make their business more profitable, even when it makes life harder for seniors.  I have no respect whatsoever for this company and their total lack of respect and concern for seniors with mobility issues.  It's sad that a company with your morals and values is even allowed to make products for people with mobility issues.  

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

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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...

  Business Response

  Date: 01/22/2025

  All of our batteries lithium or AGM have a minimum of 6 months warranty. Warranties on a Solax transformer battery is. Purchasing a refurbished battery has a 30 day warranty. There are no extended warranties, and we do not offer extended warranties on batteries or any other parts. We do offer extended warranties on the whole scooters, we offer extended service contracts, HOWEVER the only limitations are the batteries and wheels. Batteries have a limited warranty depended on which manufacturer of scooter you purchase. We do not make the warranty policies, we honor the manufacturers warranty. Wheels 99% of the time fail because product abuse, and that's why no manufacturer warranties a wheel for more than 30 days. There are reasons for implied warranties. Our website is very straight forward with the verbiage and content placed. All of which is downloadable right from the product page ******************************************************************************************************************* if there is anything we can do in the future to earn your business we would really appreciate the opportunity. Please give us a call at ************ and one of our customer service representative will gladly help you to the best of our abilities.

• Initial Complaint

  Date:12/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.

  Business Response

  Date: 01/22/2025

  We are sorry to hear of your bad experience. We are always looking to do better. Your order was placed on December 13th 2023. The next day you were advised via email that your order was on a short backorder. On December 26th you called and cancelled the order. We immediately refunded you card. We are sorry we were unsatisfactory and look to earn your business in the future. If there is anything we can do for you in the future, please give us a call at ************. Thank you.

• Initial Complaint

  Date:11/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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 Answer

  Date: 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. 

  Business Response

  Date: 01/22/2025

  Hello we are sorry for the delay in response to this complaint. Unfortunately the customer had an issue with the lift being installed using the Harmar Nationwide Installer Network. The vehicle was not in a safe state and needed some improvements to allow for the lift. There were no other issues prior to. We were informed that the customer needed to update their shocks on their vehicle because it was well worn. We informed the customer of this. This is not the products fault, its maintenance to the vehicle that was needed. We are sorry for the issue you had and we look forward to making it up to you in the future. Our installers would not put your life endanger, and that is why the vehicle maintenance needed to be done. In the event that our customer service has still not resolved any part of this claim, please call us so we can make any and all good faith efforts to resolve your issues. Please give us a call at ************ and one of our customer service representative would gladly assist you.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 20889597
  
  II  am rejecting this response  originally told Mobility direct I wanted an inside the van ***** A Bruno *****  I was told it was not in any way compatible with the 2012 ****** Sienna Van I was using. I went to the installer for the Harmar exterior lift I was sold as being the only option available.  As soon as I arrived I spoke to the installer who informed me the Bruno ******** was absolutely compatible as he had  installed it the day before.  That was when I started calling mobility direct to fix the problem they created. The owner of the company cussed, yelled, was beyond rude and did nothing to help fix the issue.
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/27/2025

  This is the owner of the company. I have never personally communicated with this customer. ALL Call records reveal that the customer knew EXACTLY what they ordered. The customer was advised multiple times that we are not a Bruno ******* It was asked multiple times. This customer also left a review on ****** asking to speak with me. I did not contact her, but our customer service team did many times. Call records (phone call recordings) may be requested by the BBB for full transparency, and not the fallacies that the customer has made which are without merit.  The lift the customer purchased is 100% compatible with her vehicle. #2 it could not be installed because the customer failed to provide proper maintenance on the vehicle that is 12 years old. Attached is the screenshot which ended our communication via email. The customer did not respond and made no effort to resolve the issue on their end. The customer was sent a copy of the same recording I will provide you, which clearly indicates the customer has lied about EVERYTHING this review states and the other platforms as well. Now we may be subject to legal action for deliberate slanderous and damaging statements.

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.

  Business Response

  Date: 01/22/2025

  This issue was resolved to the best of our abilities in the most cordial and efficient way. We resolved the issue by properly inspecting the unit in question. It was revealed the scooter did have a manufacturers defect in the electronics. The scooter was exchanged for a brand new unit. The manufacturer Golden had us destroy and dispose of the unit. This issue was resolved properly by following the processes within Mobility Direct. If you need any further assistance or any other issues arise please give us a call at ************ and one of our personnel will be glad to assist you and help in anyway possible. We greatly appreciate your business. 

• Initial Complaint

  Date:10/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/22/2025

  We have had multiple run ins with this customer related to phone abuse. Each concern that you had was addressed and quickly resolved. It is unfortunate that this customer would curse at our employees who were trying to help her. Mobility Direct made every good faith effort to resolve this customers issues. The issues were about the basket, and accessory purchased with the scooter. The basket limited the recline ability. She did not like this and wanted us to find her another basket. We do not sell third party accessories. The customer also made a complaint about damage to the scooter when it was delivered. This was due to shipping and we offered and gave the customer a $300 credit for the mishap. Unfortunately we had to limit our communications with this customer. Ms. ******** would call us ***** times a day and swear at our customer service because we could not give her a direct answer each and every time she had called. The phone calls turned in to emails, which then turned in to reviews with a slew of hatred slanderous and false comments.  We had to limit the communication and have the customer deal ************************ with Afikim. Mobility Direct is a state licensed durable medical equipment provider, and a nationally accredited medical business. We take all complaints seriously and make all good faith efforts and to the best of our abilities to resolve any and all issues. All emails and phone calls were preserved for customer quality assurance. Please give us a call at ************ where we can respectfully help you with any issue regarding the warranty of service of your Afikim Product. 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 20693174
  
  I am rejecting this response because it's filled with lies and doesn't address the problem. Look at Mibikity ratings. So many bad ratings speak for the unprofessional way they handle customers! 

  The problem is I need service on the scooter. The manufacturer president, ***, told me only to have ************** it,  snd the booklet says onky have Afikim servuce it, but they can't have service in this region as there's no tech person. I called the number the Afikim scooter president (manufacturer) gave me, (because they won't communicate, which is why I was initially upset when they sent me overseas for customer service as they promised they wouldn't do). That phone number has no technicians in *************** to come out. My vehicle warranty wasn't honored.  I'd like to get work on it. That's the issue. Plain and simple.  ************ is notorious for bad customer service, but now there's no service available.  And it's needed.  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/27/2025

  The customer has admitted that the Manufacture (************************) President (*** ********) has advised her to call Afikim directly for service. She states that she cannot get service. The complaint should be taken towards Afikim, and you will get a similar response. We have cut communication with the customer because of persistent verbal abuse, racism, and physical threats made to multiple employees. We have over 30 phone calls with the customer who is not able to intelligently have a conversation but rather screams and berates anyone she speaks with. As a business we are entitled to stand our ground and not tolerate such behavior. We have done our part to inform the manufacturer about "service needed". I am yet to see a single complaint about how the product has malfunctioned regarding any warranty issue. A service contract does not cover damage from accidents or misuse. It covers warranty related issues, PARTS & LABOR. In retrospect of all of the communication, we are willing to provide any and all audio recordings of ***** ******** and her intolerable behavior. Mobility Direct and Afikim have made every good faith effort to communicate with Ms. ********* No further action can or will be taken. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 20693174
  
  I am rejecting this response because I was told by the president I had to go through Mi ikity Direct who doesn't honor their warranties nor help you get the service needed which is stated to be done only by a certified technician.  

  I want service, and a phone number. And I want this full record of my complaint to stay available for the public to see. It is much like numerous complaints they have, that once they make a sale, the service is horrible. That would be because they send us to overseas call center who dorsnt understand our language, becomes rude, and blames the customer. No wonder so many bad reviews. I cant get service??
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/28/2025

  THE CUSTOMERS LAST RESPONSE CANNOT BE FULFILLED. WE HAVE TERMINATED ANY FURTHER BUSINESS WITH THIS CUSTOMER FOR THE REASONS OUTLINED IN THE PREVIOUS RESPONSE. THE CUSTOMER HAS BEEN ************************ BY ****** TO CONTACT THEM DIRECTLY FOR SERVICE WHICH WAS ADMITED IN HER PREVIOUS RESPONSE. THERE WILL BE NO FURTHER ACTION OR RESPONSE WILL BE MADE.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 20693174
  
  I am rejecting this response. File it as a formal complaint for the many who complained in numerous reviews as affirmation of the promises unfulfilled after received. These people have the worst customer service, and I worked in PR. People should be aware of the power struggle and arrogant, flagrant abuse they'll receive from Mobility Direct!
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 01/30/2025

  I want this complaint to be turned i to an official BBB complaint. These people are putting up false narratives just to protect themselves despite nightmare service youll see in numerous ratings. They never tried to be helpful, they put me through an arduous ordeal,  neglected helping me, refused help, *** blamed me as a customer, never trying to get help. The owner/president of Afikim attested to the abuse on their side. I want tgis co.plaint Tobe a file complaint.  They're not trying to help. They're just defending and blaming me, the customer who was promised I'd not be sent to that overseas customer service as I was, after payment. They're reputation is known on their reviews in several areas. 

  Customer Answer

  Date: 01/30/2025

  No one has reached out to me dinner I filed this complaint.  There's no person in my *************** that come out to service my $4,000 scooter which requires am Afikim technician. None exists here. Mobility Direct doesn't respond. They didn't forward any request to Afikim.  Who will?

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  *******************************