ComplaintsforBraunAbility

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new 2017 **** Explorer from mobilityWorks, who sells Vehicles after *** modifications, are completed by Braunability. I Have tried to resolve the issues with Braunability regarding the materials and the paint that was utilized on their modification metal parts. We spent a full day, going to four different auto body shops, and receive the same results from all of them stating that the material used was not properly prepped and the paint they used was not the correct type. After going back-and-forth with the Braunability representative, I was told they would replace some of the parts, but not all of the parts. Unacceptable! The **** paint that was put on at the **** factory is in pristine condition. It is just the Braunability parts that are terribly rusted. We pay a lot of money for our handicap assessable vehicles. There is no excuse for these parts and materials to rust as badly as they have. My vehicle has always been ***********.

  Business response

  03/01/2024

  ********************,
  
  Thank you for bringing your concerns regarding your 2017 **** MXV to our attention, as noted in Complaint ID number ********.
  
  BraunAbility has thoroughly reviewed your vehicle history and the records we have regarding your rust concerns. Records indicate that when your concerns were reviewed by our support team, there was no indication of safety concerns. Additionally, per the mobility dealer records, there was no recorded preventative maintenance completed by your mobility dealer since the vehicle was purchased in 2017. At the time of the review, the BraunAbility Corrosion Warranty for your vehicle had expired on 4/19/2022.
  
  Although the warranty was expired and the records reflected lack of preventative maintenance,we did assist make an exception in October of 2023 to assist with repairs as a goodwill gesture. At this time, we covered the costs of replacement parts and the labor to install them.  This repair assistance totaled $943.42.
  
  We believe that maintaining a close relationship with your dealer and completing preventative maintenance on a vehicle are very important. While we understand your request for repair assistance, we regret to inform you that we are unable to provide additional assistance as we have already made exceptions in the past. We hope you understand our position.
  
  Thank you,

  *******************,

  National Case Manager, Customer Experience Group

  ********************** 

  Customer response

  03/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  After speaking with the Service manager and mechanics and/or technicians that performed the work on my vehicle in the past at ************* in **********, ******** It was determined that routine rust repairs or routine rust inspections are not covered under their six-month inspection routine. As I stated, in the past the information you have that my vehicle was never routinely inspected is untrue, and I have the paperwork to prove that. Based on the photos that I have sent, it is a parent that the **** paint is in pristine condition, compared to the pictures that Ive sent showing the extremely rusted areas of the vehicle are only apparent on the parts installed by Braunability. I feel it this time, Braunability needs to take the correct actions to see that my vehicle is repaired correctly.

  Regards,
  
  *******************************

  
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2018 Dodge van with 60K miles and a powered rear entry ramp. Switch / remote no longer work, and manual use requires significant strength to work against the hydraulics, especially for the 76 yr old owner.The Certified MobilityWorks dealer in *********** was unable to repair the unit, and BraunAbility no longer supports this model, nor will they release ANY specifications "due to liability". The BA Certified mechanic also states that removal of the unit or replacement of the unit with a manual ramp "is impossible". Hence the vehicle is essentially devalued to a ridiculous level. I would like an explanation and help with resolution.

  Business response

  02/26/2024

  ************,
  
  Thank you for bringing your concerns regarding your 2018 BraunAbility Dodge with rear entry power ramp to our attention, as noted in complaint ID number ********.
  
  We want to assure you that we remain committed to supporting our products. We continue to provide technical support to our authorized dealers and offer replacement parts for the conversion components of the mentioned vehicle.
  
  Upon thorough review of our records, it has come to our attention that MobilityWorks, an authorized dealer, was previously involved in a technical case with our BraunAbility technical support team. Throughout this case, our technicians provided troubleshooting assistance and replacement part numbers to address the reported concerns. Regrettably, it was confirmed during this process that the conversion cannot be retrofitted from a power ramp to a manual ramp. Please understand that we do not have the capability to change the type of ramp that was installed during the conversion process.
  
  Regarding available materials for this conversion, we understand youve requested a service manual for the vehicle.  Unfortunately, the Operators Manual that was provided to you on 2/19 by a BraunAbility Case Manager, is the only material available for this unit.  We are not against providing a service manual, but we regrettably do not have one available to provide for this unit.
  
  We are more than willing to continue assisting MobilityWorks with troubleshooting the concerns and providing any necessary parts to resolve the issue.  Alternatively, if you would prefer to work with a different authorized dealer, we are happy to provide you with a list of other dealers in your area.  If you would prefer to work with a different dealer, please provide us with your location's zip code, and we will provide you with a list of **************.
  
  Thank you, 

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

  National Case Manager, Customer Experience Group

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The fit and finish of the new conversion *** I received is terrible. There is many gaps and/or loose fitting plastic panels on the inside of the vehicle. The doors and hood among other outside panels do not line up correctly. There is also paint chips on the exterior of the vehicle. The ramp comes out at a lean (one side in the air one side on the ground). We purchased the vehicle brand new. It is a 2023 Chrysler Pacifica touring L with 12 miles at the time of delivery. We have had it for 10 days as of today and it has almost ********************************************************************************************** the vehicle (not all pictured because they all would not fit). I was then told by the manager that those imperfections were normal on a conversion vehicle and was instructed to watch a video of how they are made. So I went ahead and signed the trade title (I refused when they first brought me the title to sign because I wanted my *** fixed). I come home and watch the braunability videos. They clearly state that their fit and finish are "as smooth and flawless as the factory". To add: before I even bought the vehicle I told the manager I found some handicapped accessible vehicles for roughly $20,000 cheaper. He asked me to send them to him. He then called me back and said AMSVANS is less because it is less quality than braunability. From what I have seen that's not true. I just want what my family paid for and what braunability advertises. I would understand one or two small imperfections but not 15-20.In the event they can NOT make them near perfect then they should take down their videos stating that they can. Unfortunately I am not a professional and do not know who is lying. It's either the dealer or the company. I have video, audio, and pictures to prove all I have claimed. I also understand the pictures are just that and don't show how bad it really is.

  Business response

  04/03/2024

  To Whom It May ******************** letter is regarding complaint number ********.
  
  Although records are reflecting, BraunAbility did not respond to this complaint in October of 2023, we were in contact with ************ and the selling mobility dealer,MobilityWorks regarding his complaint concerns. At the time of this complaint,************ contacted many agencies voicing his complaints and his reviews of the mentioned product.
  
  On 10/6/2023, BraunAbility contacted the customer, *********************, by phone to discuss a negative review he posted on Consumer Affairs.  The review was regarding fit and finish concerns on the 2023 Chrysler Pacifica Touring L mentioned in this complaint. After speaking with ************, we contacted the MobilityWorks dealer to further discuss his concerns. Although BraunAbility and MobilityWorks agreed that the mentioned concerns did not meet the criteria for vehicle replacement, MobilityWorks attempted to work with ************ to resolve his concerns and offer alternative options.
  
  MobilityWorks informed us that they had addressed every concern ************ had.  The vehicle was purchased by the familys trust, which was adamant about selecting a specific BraunAbility conversion due to its reliability and longevity.  It is our understanding, based on our collaboration with MobilityWorks, that *********** was seeking a conversion with fewer trim package features, but the trust did not approve of it.  Although a vehicle trade would include depreciation,MobilityWorks did advise they would assist with any approvals the family trust *** approve for the family. 
  
  We feel these concerns were addressed during our follow up of the Consumers Affair review.  Additionally, we are satisfied with the steps MobilityWorks has taken to resolve the concerns.
  
  Sincerely,
  
  Customer Experience Group
  ********************** 

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

   
  Yes, Braunability did reach out AFTER my complaint on consumer affairs. They did not answer my calls or call back before that. 

  
  

  The companies (Braunability and Mobility Works) keep wanting to talk about the "trim package" but not explain the details behind it. What was said was this "I would have much rather had the option to buy the turny evo swivel seat instead of having a heated seat and steering wheel". Yes, that would have been a "lesser trim package" from Chrysler but a HIGHER TRIM PACKAGE FROM BRAUNABILITY. They did not even mention the turny evo seat. I had to find out that was an option after the fact. So yes I was upset about that because I would have liked my son to have all the options available since the vehicle is for him and he paid for it. They keep talking about this to deflect from the true problems. So I am going to move on to the real problems. 

  
  

  (IMO) They thought because the money was coming from a trust fund they could drop of any pieced together P.O.S. and no one would notice.

  
  

  We did notice every door misaligned (hood and back hatch included), we noticed at least half of the interior "fit and finish" misaligned, we noticed the paint chips on the outside and the ruffled up headliner on the inside. We noticed the ramp comes out sideways (uneven) and is so badly installed it is literally scraping the metal off. We also noticed the ramp getting stuck with the door (the last one is newer and didn't happen until in Mobility Works care). 

  
  

  They claim the fit and finish was acceptable to Braunability and Mobility Works. If that were true why did they need to work on it for 2+ months?

  
  

  They did not fix the paint chips, the biggest gaps in the fit and finish, the ramp or the ruffled up headliner. THEY ALSO DID NOT TELL ME ABOUT THE **** GETTING STUCK AGAINST THE DOOR WHILE IN THEIR CARE. I FOUND OUT BECAUSE I SEEN THE DAMAGE WHEN I WENT TO SEE IF I WANTED TO ACCEPT THE VEHICLE OR ASK FOR ANOTHER. WHEN WE POINTED OUT THE 1 INCH 1/4 INCH SCRAPE THAT WAS NOT THERE BEFORE THE MANAGER JUST MARKED IT UP WITH A SILVER PAINT MARKER (They think that a marker is ok on a new $90,000+ vehicle). When we got home we had the same experience with the door getting stuck against the ramp and it caused the exact same damage. They expect us to keep the depreciated vehicle but not want the same depreciated vehicle back. If they would have worked quickly within a week like I did them it would not have the little bit of miles on it. They took their time just to say "************ has had the vehicle for a while now and it is depreciated". 

  
  

  
  

  
  

  I do want to add I told the manager of Mobility Works I did not want to accept the vehicle. He said he really needed his loaner vehicle back because that's how they make extra money. He then said I would receive a new vehicle but it would take time. From the sounds of their responses they are not wanting to honor that promise. 

  
  

  
  

  
  

  My proposed resolution: A new Chrysler Pacifica 2023 Touring L with in floor ramp. The exact same vehicle without all the defects. As was promised from Braunabilities partner in business Mobility Works. 

   

   

  
  Regards,
  
  *********************
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Braun sells a chairtopper for carrying a wheelchair.In 2019, Nov, we purchased a unit for our car. In Early 2020 we noted a problem and made a round trip 4 hour drive to have it fixed under warranty. The technician oiled it, charged us and never fixed the issue.In May, the system quit working completely. The system is still under warranty. We've waited for a "part" to come in and we are still waiting for them to fulfil their obligation under the warranty.We have tried to deal with two service centers and only get apologies. When we try to contact the home office, we are put on hold and about 3 minutes later, they hang **.In the meantime, my wife has none of the freedom we paid in excess of 8 thousand dollars for.I want this system repaired or replaced, under warranty and in a timely manner.

  Business response

  08/22/2022

  ******************,

  We're truly sorry to hear about your poor experience with BraunAbility and your wife's ChairTopper. I'm going to have a member of our BraunAbility ************************* reach out to you today so that we can figure out how we can get your wife's ChairTopper working again in a timely manner. 

  Please expect to hear from someone later today.

  Thank you,

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

  Associate Director, *************************

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My handicap accessible van conversion (for my special-needs son) was completed last month (June 2022). The work was done though A&J Mobility (who is a Braun dealer). I repeatedly expressed a need for a hitch throughout the modification process given the large amount of equipment needed for my son when we travel. I should mention that the van did have a hitch (less than a year old) installed when it was taken for conversion. At no point was there any mention that the existing hitch would not be installed on the van. When I received the van back it did not have a hitch and after many emails back and forth was told that the existing hitch could not be reinstalled as it was an aftermarket hitch and not crash tested though Braun. I asked that the hitch be returned to me but A&J said they no longer had it. I was offered a comparable replacement or a refund (labor, and hitch). I took the van to our local Chrysler dealership to have it looked at to see if another hitch could be installed. They told me given the method of conversion a hitch was not possible. A&J/Braun assured Chrysler it could be done so they requested the van be taken back again to Chrysler so that pictures of the conversion could be taken and sent to a specialist in *********. After looking at the conversion the specialist informed Chrysler that a hitch installation was not possible. I'd like to add that I was told multiple times that a hitch could be installed but given the new method of conversions I'm now being told it's not possible. I want to reiterate that a hitch is a MUST for a family and the van does less now to meet our needs than before. Issues:-Failure to return original equipment when asked (i.e. hitch)-Failure to inform us that a hitch could not be installed OR -Provide a vehicle with a hitch (or capable of a hitch installation) despite this being expressed multiple times -Failure on (Braun) to provide contact information to make a formal complaint

  Business response

  07/29/2022

  To Whom It May ****************** BraunAbility ************************* and the team at A&J Mobility have been working together to get this concern resolved for our mutual customer.  We will be splitting the cost to have the tow package added to the vehicle per the customer request.  I believe our mutual customer will be happy with this as a resolution. 

  Please let me know if you have any further questions or concerns.

  Thank you,

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

  BraunAbility 

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rust on a 7 year old vehicle. I believe Braun Ability needs to take responsibility for not rust proofing their vehicles when they construct them. We bought our 2015 ***** Odyssey new which came from the IN factory. Within a year the vehicle rusted. The pieces they add on for decoration and the internal pieces such as the track the ramp is attached to. Im disgusted that they dont take responsibility or tell us we need to pay for this. We were stranded this weekend in the rain from a rusted track that finally gave out and broke. Why pay $75k for a van that doesnt last?! No help from dealer and no help from Braun. Love to send everyone pictures of all the rust on this vehicle. My 14 year old son is the one suffering because we cant get him around anywhere!!!

  Business response

  01/16/2023

  ********************,

  Thank you for reaching out. We never want for a customer to have a poor experience with our product. 

  I can see that our team member, *****************************, our senior case manager, has been working with you and our mobility dealer. He requested our dealer assist you in getting an estimate so that we can pay to have your concerns resolved.  Have you been able to do this?  He has been requesting an estimate since you reached out in June 2022.  I can see he had several follow *** trying to assist with this, but it doesn't look like we've heard back.

   

  Please reach out to A&J Vans since that is who you purchased the van from. They will be able to provide a quote for you so we can get this resolved.

   

  Thank you,

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

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car ****** Sienna 2019 from a dealership and this car was converted by Braunability I thought they are the best in market the reality is different they made a amateur job they didnt instal tracks for rear seats because they been trying to save money and get the most from costumers so if a passenger wants to seat on the back seat they have to jump or to go through the trunk I asked them for solutions they said there is nothing we can do that car was built just like that and I spent 50k to buy my car it has just 32k miles when I bought it it had just 30k miles and I still have warranty on my car these people give me too much stress with this so I need the problem to be fixed or to get a new car with the same miles and same Make I will also make a law suit to them I spoke to one of the attorneys dont deal with them they are expensive and dont get things done if you want a car to convert go on ************* they are the best

  Business response

  02/22/2022

  I've attached our response to this customer.  Please contact me if you have any further questions.

  Thank you,

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

  BraunAbility *************************

  Customer response

  02/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

  
  

  This vehicle is approved for Tlc use I have the Tlc plates on my car middle seats were installed by Braunability they dont slide and they make a very bad noise when I drive the car I went to dealership and they couldnt fix this issue they thought they fix it but no I still have the same crazy noise on my car I want to trade in my car for the same Model same Year and low Mileage like my car has it I dont want to trade in for Chrystler Pacific I want ****** that has 30000-35000k miles that is how much miles my car has if I trade my car I want to be the same not to get older car and other Make than this I like ****** that is why I have purchased the car to ********* called you guys because I wanted to buy from Braunability but you didnt have on stock and I had to take it from ******* 

  Business response

  03/02/2022

  I'll be happy to put you in touch with a BraunAbility dealer that is authorized to sell our vehicles that do meet TLC requirements. This is all that we can offer to do.  If you would like to be put in touch with them, please let me know the your contact information and I'll request that they reach out to you to discuss options.

  Thank you,

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

  BraunAbility *************************

*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. ↩