Customer ReviewsforMobility Works

Dear BBB community,
We installed a wheelchair bracket, along with a stabilizer on the clients’ new wheelchair. The client has two vehicles, a 2003 Town & Country, and a 2019 Pacifica. The client was supposed to bring the 2019 Pacifica for us to determine if the current location of the base and stabilizer hook would need to be relocated. The proposal also shows the 2019 Pacifica, however, the client came in the 2003 T&C.

The client was advised by our CMC of the possibility of relocating, prior to us installing the bracket. The client also understood that if relocating is necessary, there will be an additional charge. As mentioned previously, the client brought in the 2003 T&C and not the 2019 Pacifica. The client stated he would take his wheelchair home, transfer into it, and if relocating is necessary, he would return for us to relocate it. The client understood and signed the proposal where it states this, along with what it would cost.

The client returned to our store about a week later, and stated that the location of the stabilizer hook (bolted on the floor of the 2019 Pacifica) would not work for his chair. I reminded him that we could fit and relocate it, or add a new stabilizer hook, however, there would be a charge, which he did not agree with. The client then stated that we installed the wheelchair bracket incorrectly and that’s the reason why the stabilizer would not reach the stabilizer hook. I reminded him that the current location of the stabilizer hook is for his old chair, and chances are we will need to relocate the hook, or a new one is needed. The client requested that we add “spacers” to the chair bracket so that it can be further out and it reach the stabilizer. This is not a practice of Mobility Works, since EZ lock has crash tested the brackets, we are not allowed to modify them. I advised the client that he would need come in for us to determine what needs to be done. I told him there is no charge for us to determine what’s needed, but if we need to relocate, there will be a charge. He refused to come in.

The client then stated that the wheelchair bracket that was installed, was incorrect. There is also only one way to install the bracket. If it was incorrect, the holes would not align, therefore, we wouldn’t have been able to install it. I then offered the client a full refund, which he agreed to. He was satisfied with the result and thanked me.

As far as the diagnose we did on his vehicle in October of 2023: The client came in for us to diagnose his conversion (2003 T&C). We worked with Braun’s technical support. Per testing through Braun, we found a possible broken wire in the schlep harness. Per Braun’s recommendation, they also stated it could have also caused an issue with the module. We quoted the client for a harness and module. The client owed us 2.0 hours for diagnosing, which he said he would call us and pay over the phone, so we released the vehicle without collecting payment. We called the client to collect payment, and he refused to pay us. He stated his neighbor went over and opened the harness and found a broken wire, and repaired it. He stated his vehicle then started to work. We ended up good willing the diagnostic time which had determined the schlep had a broken wire.

Sincerely,

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Service Manager

We have received the Warden familys van and we have absolutely found there are issues with the door operation.  We understand the familys concern and we are glad that they decided to have the unit towed into our service facility.  Many of these fixes could be covered under the manufacturers warranty, but the vehicle has sustained significant damage to the undercarriage.  We will work closely with the manufacturer and are currently taking apart the flooring to see if we can separate the issue from the collision, but this still may be difficult and repair coverage may be declined by the conversion manufacturer.  We will work with the family to put in a claim with their insurance company and hopefully they have sufficient coverage to mitigate the losses if we do find that the damage is whats causing the conversion to fail.  We will even take lead to see if their insurance company will further assist with rental coverage and if not, we will do our best to participate and help the family out with these charges.  We will need the undercarriage repaired by the insurance company in order to move to either trade the family into a different unit or give them a lucrative buy back quote, if they choose, they still would not like utilize this vehicle as their mobility solution.  We would not suggest the family sell this vehicle to another family in need of a mobility solution without disclosing the damage as they would just be making this problem someone elses.  We are happy to continue to work with the family to reach full satisfaction with their mobility solution, but there is clearly an accident that occurred and the clients automotive insurance needs to be made aware and a repairs need to be made.

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Regional Vice President