Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a car from Superior Mobility that located on Old Jefferson Blvd. And had a problem with them getting them to fix.. just purchased 2 weeks ago and had a 30 day warranty.Customer response
05/09/2024
The company was Superior Vans and Mobility.
Business response
05/13/2024
This customer purchased an as-is Used 2014 Dodge Grand Caravan SXT with Wheelchair Conversion on 4.25.2024. The vehicle had 122, 823 miles at the time of sale. On May 7th, customer was informed by an **** **** employee that she needed a new alternator. Customer chose to have a mobile technician of her choice install an alternator. The next day the van died while she was driving it. She called our General Manager in the Baton Rouge store very upset stating that she was having the van towed and wanted her money back from us. She threatened to obtain a lawyer and have police come to the store. Our GM explained again, as she had prior to the purchase, that she had a 30-day warranty on the wheelchair conversion portion of her mobility van, but the van had been sold as-is, and she had declined an optional purchase of an extended warranty for the chassis and its components. As a courtesy, our General Manager agreed to pay for the tow of her van to *** **** ****, and we agreed to have them assess what was causing her van to stop running. It was determined that the alternator purchased the day prior was "defective" and was not holding a charge. We contacted the customer and relayed the message and explained that the part needed (another alternator) per their assessment as well as labor would not be covered by Superior. Customer then stated that she wanted to "return the van and get her money back". We explained again that we would not be buying the vehicle back as it was purchased as an as-is vehicle and expressed our sympathy about the alternator. She then asked if we would do her the courtesy of paying another tow charge to move the van to her home. We agreed to pay for this additional tow charge, and the van was returned to her home from *** **** ****. She thanked us and that was the last time we were in communication with this customer. Please reach out if you have any additional questions or concerns.Initial Complaint
09/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On Sept 8th we took are f350 van in to have a leaking cylinder replaced. We got there around 2pm and waited for them to finish with another customer’s vehicle. It was after 2pm when they took it into the shop. About 3pm they said it was ready. We noticed that they charged two hours labor. I told the lady at the desk that you only worked on it for less than a hour. She said that it was for when we came in last month to take a look at it. And that two guys worked on it, and they both need paid. I don’t feel you can charge a customer for 2 hours work just because two guys worked on it.Business response
11/03/2023
We have reviewed this complaint and investigated with our Evansville staff. We learned that we did refund one hour of labor for this customer in September from a customer service perspective, however, the 2 hours of labor originally billed were legitimate because of the (1) of time spent prior to this visit on diagnosing the issue, and the second hour our labor was billed for the service event repair. If our Office Administrator explained the reason for billing as a function of having two technicians on the job, that was an error on her part. We have never billed service out according to how many technicians assist on a job. We have since coached her on this topic and there is now clear understanding of how we bill labor. We regret this event occurred. We made this customer aware in September as well that his wheelchair lift is 23 years old, and although it has been a reliable piece of equipment for a very long time, other failures are likely to occur that will require us to diagnose an issue before we order replacement parts.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.