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:10/11/2022

  Type:Customer Service 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.

  Six weeks ago we called mobility city for service. We were told that they would come to thibodaux and troubleshoot our scooter for a service charge of $200, to be paid in advance. We scheduled the appointment and weeks later a technician showed up hours past the appointment time. We explained our situation to the technician, as we had previously explained over the phone to mobility city. We believe that the battery on the scooter was the issue and we wanted to make sure that it was the battery The technician was not prepared and was unsure about what he was doing. We thought he would have batteries with him in case our batteries were not the correct match. They told us they be back to install in a week or two. We have been waiting since August 2. Mobility City called us yesterday which was September 12 and now want to charge another service fee of $160 or $75 if they have another visit in my area. I am 83 yrs old , disabled and use my scooter as a means of getting around my house, going to my dr ************ and physical therapy ************ . We have been struggling without the proper use of my scooter. We asked for a refund of the $200 service charge and now they are able to schedule a visit for $160 or $75 service charge to come out Friday, September 16. I feel that they are taking advantage of me as I am an elderly man. This is wrong, Im asking for your help to resolve this matter.

  Business Response

  Date: 10/16/2022

  ****************** contacted us regarding an evaluation of his Golden Lite **************** chair.  Our flat service fees are based on mileage from our ******** location.  Mr. ******** home is 55 miles from our store.  The customer was fully aware of this service fee of $195 prior to us coming out to evaluate the power chair.  Our technician brought various size batteries in the event new batteries were needed.  These batteries did include the appropriate size for Mr ******** power chair.  We were not told until we arrived on site that the customer had already purchased batteries directly from Golden Technologies. We agreed to go ahead and install the batteries.  While on site our technician contacted Golden Tech Support regarding the installation of these batteries.  When Golden Technologies sent the batteries directly to *****************, they did not include a set of connectors required for installation.  Golden Technologies agreed to send the connectors to our store at no charge.  When the connectors arrived, we mailed them directly to ****************** as requested by him. 

  ****, who described herself as Mr. ******** caregiver, wanted us to make a return trip to install the batteries they purchased.  A second service trip to install a part ordered as a result of an evaluation is charged at a reduced cost.  In this case it would be $160. After speaking with **** on 9/12/22, I informed her we would be in the area the following week and could install the batteries for a reduced service fee of $75. Neither she nor ****************** called back.
  
  Our initial appointment when the customer called to have the repair was to evaluate Mr ******** power chair which is what we did.  We do not feel a refund is appropriate because we fulfilled our obligation to come out and evaluate the power chair as requested by the customer.  Unfortunately, we are unable to control when customers  dont inform us that they have ordered their own parts and all the items needed to complete the repair are not included. 

  Our goal is to always ensure that all our customers are completely satisfied with our services.  We are happy to discuss this further in more details if needed.

  Customer Answer

  Date: 10/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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,
  
  *****************************
  
    In response to **** at Mobility City, I paid $200 and I got nothing. No service, no batteries no refund. I got a bunch of excuses. On the day of service, **** told his  tech that he would send him back to service my scooter without charge.The tech called **** and explained what the issue  thats when **** said he would come back out and not charging me.We called every week, asking when could we get a Tech out and were told that they were in the process of hiring another tech and to please bare with them. **** contacted ****, my caregiver after hours and said that he would send someone out for $165 or $75 if they were serving someone else in the area.  Bottom line, **** lied. I am not satisfied with the service I received. I feel like Ive been ripped off and lied to. I am 83 and handicapped. I feel like Ive been taken advantage of.

   

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

  
  

  Business Response

  Date: 10/31/2022

  Our goal is for every one of our customers to be completely satisfied with our service.  Obviously, ****************** is not.  As a result, we refunded the full amount to Mr. ******** credit card on 10/29/22. 

  
  Perhaps if we were giving all the information up front and knew ***************** had purchased batteries from Golden Technologies, the manufacturer of his mobility equipment that he called about to get repaired, the outcome would have been different. 
  
  Tell us why here...