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Complaint Details
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Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This issue is involving my mother-in-law ******** ******. 101 mobility knows the situation and has done absolutely nothing about it!! ******** has not had a full shower since last yr in November and she is 95 yrs old. Hubby and I spoke to **** many of times and he was suppose to get back with me a few weeks ago about the stair lift in which he supposedly sent a message to the original company and I never heard back! ****** and another gal keep telling me he is out in the field. It goes to show me their true colors! They don't care and they have no empathy regarding her health. The stairlift just needs a motor is what we were told!
Business response
06/26/2024
RECEIVED VIA PHONE BY BBB STAFF MEMBER:
The business has stated that the stair lift was purchased under the consumer's previous waiver program. The consumer is out of warranty and their new waiver program will not cover the cost of the replacement motor. The consumer will have to purchase the motor out of pocket.
Initial Complaint
04/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a stairlift from 101 mobility in willoughby. The company installed it right away. Within a month we were having problems. I called and was transferred to a technician to troubleshoot it worked after that. However in the past few weeks I noticed that it wasn’t working but I was able to get it to work. In the past 5 days it has not worked .I contacted the company and was told that a technician would contact me. I haven’t heard from anyone. My mother is blind and handicapped which is why we purchased it. It has not worked for five days and it has been a challenge to get this 85 year old woman up and down the stairs. It seems as if we getting the run around.Business response
04/21/2022
Customer’s Statement of the Problem:
We purchased a stairlift from 101 mobility in willoughby. The company installed it right away. Within a month we were having problems. I called and was transferred to a technician to troubleshoot it worked after that. However in the past few weeks I noticed that it wasn’t working but I was able to get it to work. In the past 5 days it has not worked .I contacted the company and was told that a technician would contact me. I haven’t heard from anyone. My mother is blind and handicapped which is why we purchased it. It has not worked for five days and it has been a challenge to get this 85 year old woman up and down the stairs. It seems as if we getting the run around.
Company Response: The initial call came in at 11:12 am on 4-12-22, over the next 6 minutes there were 5 calls to the office. At 11:18 am (6 minutes after the initial call) the client was put in touch with a service technician to attempt to troubleshoot the issue. Progress was made on the call and the lift was working. At 8:36am on 4-13-22 the client called again with service issue. At that point our service technician was scheduled to come out same day at 2:30pm. The technician arrived at 2:09 pm on 4-13-22 and was done by 2:39 pm on 4-13-22. He reset the tripped breaker which led to the battery charger not having power, which lead to the batteries not charging. Even though this issue was not any fault of the company it was on the client’s end (tripped breaker in basement) we still installed 2 brand new batteries so they didn’t have to wait for them to charge and we could be sure they had good batteries to prevent future issues. At 3:31 pm on 4-13-22, the service was completed, and the customers product was working as it should.
See below for call logs, service appointment log, and service repair notes. The customer essentially waited ~24 hours for a service that they could have corrected themselves by checking their breaker. We don’t get into the back and forth we just take care of our customers and Mrs. ***** was no different. We take extreme pride in our service record, history, and customer service. I am really confused to how the customer or complainant was waiting for 5 days, but never called us before 4-12-22 and we took care of it by EOD 4-13-22. I am really confused how this complaint was filed. I attempted to reach out to the customer today and left a voicemail. We have not heard anything from the customer since we completed the service on 4-13-22.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.