ComplaintsforTotal Mobility Services

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new 2022 converted Toyota Sienna for our disabled daughter in September 2022 from Total Mobility Services. The vehicle had multiple issues as a result of the conversion. Including violently shaking at highway speeds, overheating of the hybrid battery, very poor gas mileage, rattles, missing screws and fasteners on body parts, issues with the sliding doors and interior lighting. While the dealer was great during the sale, ownership has been a nightmare for a new vehicle that costs almost $100k. It seems like TMS is taking advantage of customers with disabilities by selling vehicles with a hefty markup that are unsafe and unreliable while washing their hands by blaming the manufacturer instead of addressing the problems. When we were driving the van home from the dealer, the steering shook violently at highway speeds. The dealer told us to contact Toyota. Toyota refused to fix the shaking because the suspension was "modified". We had to get all 4 tires balanced at our expense to fix the issue. The dealer told us that tire balancing is “normal maintenance” and responsibility of the owner. It is unbelievable that TMS sells unsafe vehicles and refuse to honor the warranty or provide necessary repairs. A few days after we got the vehicle, a hybrid battery cooling warning came up on the dash. As part of the conversion, the car was fitted with an inadequately sized cooling vent for the high voltage hybrid battery. After multiple calls to the dealer and VMI directly, I have been told that a fix will be forthcoming. It has been several months since then. The vehicle not only displays a warning, but we are getting 23 mpg (instead of the 35mpg advertised by VMI) and some functions such as the power outlets work unreliably due to battery degradation/overheating. Dealing with Total Mobility Services has been an absolute nightmare.

  Business response

  04/26/2023

  4/26/2023
  
  Total Mobility Services, Inc
  4785 Penn Ave.
  Boswell, PA 15531
  
  ********* ****
  ******* ********** **********
  ****** ************ **** ***
  ************************
  
  Re: ********* ********
  
  **** *** ****
  
  It is Total Mobility Services, Inc.’s intention to meet the needs of every customer to the best of our ability.
  
  It is with sincerest apologies that we did not meet the expectation of excellence we strive for in the communications and resolve in *** ************ after sale care.
  
  We are happy to reimburse any out-of-pocket expense for the re-balancing of tires per the customer’s receipt.
  We will repair and/or replace any loose hardware, interior panel fitting, interior lighting, and door issues to operate as it was designed at no expense to the customer.
  
  Total Mobility Services contacted the vehicle mobility conversion manufacturer, VMI, immediately concerning the Hybrid Battery Cooling light. We were given the same answer as *** **********, they were working on assembling a repair kit to send out as a resolution but were unable to provide one at that time. This kit to repair the ventilation issue of the hybrid battery causing the warning light.
  
  The state of the world in obtaining many things has not improved since the Covid 19 pandemic. It is in all industries, and it is never our intention to have to make our customers wait for any part for any great length of time concerning their mobility for any of the products we sell.  We are at the mercy of the manufacturers as well.
  
  Alan R******, Total Mobility Services, Inc. Service Manager, reached out to *** ********** that VMI has assured him that this kit was being assembled and was shipping to us. This was conveyed to *** ********** and the moment that the part arrives we will reach out and schedule for his vehicle to be dropped off to install the new kit for the battery ventilation as well as address any and all concerns he may have with his 2022 Toyota Sienna, VMI conversion van.
  
  Sincerely,
  

  Brandie E****

  Customer response

  04/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While I certainly appreciate the business calling me and promising to address my concerns, given their track record at not following up on their commitments, I would like to wait until they actually repair my vehicle as promised before accepting their response.
  

  Cognizant that it will take more than five days, I would like to request an extension of two more weeks to accept or reject their response, otherwise, I cannot accept their response solely based on a promise. 
  
  Regards,
  
  ****** **********

  Customer response

  05/17/2023

  Total Mobility Services repaired the car and addressed all my concerns.  The case can be considered resolved/closed.  Thank you for all your help.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Total Mobility on 2-7-2023 to have my hand controls looked at in my 2023 Subaru Impreza because they were not operating properly. Total Mobility locked my key inside the car. Instead of telling me immediatly about the problem, they got a "slim jim" to try and unlock the car. In doing so they caused significant damage to the vehicle. They originally seemed fourthright about getting the damage fixed by "there shop" that they use. Total Mobility wanted to pick up the car at my house and transport it 70 miles to "There shop" in the Harrisburg area. I was not comfortable with this so I called my Insurance, Erie, and got them involved. Erie agreed with me that the car should be fixed locally. I went to the dealer where I bought the car and they provided an estimate of $3052.27 . At this point Total Mobility started to become uncooperative and my car went in to get fixed on 3-27-23 at * * * ********* ****** ** ******** **** ** . The repaires were made and my vehicle was returned to me on 4-3-23. Erie paid for the repairs and I paid my $500 deductable. Erie was then going to seek reimbursment for the cost of repair and my deductable. On 4-4-23 Erie mailed me a letter, recieved on 4-10-23, saying they have not been able to collect payment from Total Mobility.

  Business response

  04/14/2023

  BBB of Western Pennsylvania
  Dispute Resolution Specialist
  Phone: 877-267-5222 Ext: 105
  ************************
  While the majority of *** ******** statement is true, we did attempt to find resolve prior to this complaint.
  Yes, we did work on his hand controls in his 2023 Subaru Impreza and unfortunately, we did accidentally lock the keys in the vehicle while preforming this service.
  In an attempt to rectify our human error using an unlocking tool we caused minor damage to the passenger side door. We notified *** ****** and offered to have the vehicle repaired at no cost to him.
  He was concerned that he would not have a vehicle to drive while his was being repaired. We offered to install and identical set of hand controls as to what he uses for day to day driving in one of our rental vans and he would have our rental equipped for him during the time his vehicle was being repaired at no charge.
  We stated that it would take a few days to get the hand controls needed to install in our rental for his convenience once they arrived, we would install and bring the rental to his home and pick up his Subaru that we had damaged to take to our subcontracted repair facility that we utilize on a regular basis.  He then stated he did not want the additional mileage on his car, in which case we requested that he obtain an estimate for the damage from the repair shop of his choice and send it to us.
  
  He did send us an estimate for $3,052.27 to repair minor scratches on the passenger door. We felt after careful consideration that this was excessive. Please see the accompanying estimate. The shop stated that they would be removing parts that didn’t need to be removed including internal door components rear bumper and taillights. The minor scratches were on the outside of the passenger door. Why would they remove the rear bumper and taillights?
  
  We reached out to the business that wrote the estimate to question some of the charges and the they blatantly told us to pay it or don’t.
  I also reached out to his Erie insurance agent to voice my concerns. She stated that she would have a claim adjuster contact me as she was not familiar with the adjusting process.
  
  We have not heard anything concerning this claim since until this complaint.
  
  Erie insurance has not reached out to us regarding this claim reimbursement.
  
  In most cases it is handled by the client’s insurance company, Erie Insurance would subrogate the claim with our insurance company and not us directly.
  
  If *** ****** could produce a letter or contact for Erie Insurance, so that we may reach out to them and obtain a contact and/or get the necessary paperwork in place to reimburse them for the claim amount they have paid as well as refund *** ******** deductible.
  
  It would be of no benefit for us to send a check to Erie for reimbursement without them being fully aware of the claim and what the money is for.
  
  Thank you,
  
  Dennis C****** 

  Customer response

  04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Attached are the adusted bill with proof of my deductable payment along with the letter from Erie with the contact information.
  
  Regards,
  ***** ******

  Business response

  04/20/2023

  April 20, 2023
  BBB of Western Pennsylvania
  Dispute Resolution Specialist
  Phone: 877-267-5222 Ext: 105
  ************************
  
  
  **** ********* *****
  
  **** *** *****
  As we had stated in or prior communication, we were given an estimate from *** ****** of $3,052.27 and requested to pay this amount. When we had questioned the customer and the body shop concerning the amount as we thought it was excessive, we were told to “pay it or don’t.”
  This is the first time we have seen the actual repair invoice in the amount of $1,587.03 thus confirming our suspicions of the original estimated amount of repair.
  We have always been willing to pay for the repairs to the customers vehicle and simply requested reasoning as to why the estimate was so high.
  This situation would have and should not have ever reached this level had we been given a reasonable legitimate estimate.
  Upon *** ******** agreement via the BBB we will issue him a check for his deductible in the amount of $500.00 as per the furnished credit card receipt.
  The letter from Erie Insurance was issued to *** ****** and Total Mobility Services, Inc. has no knowledge of ever being contacted by Erie Insurance. However, we will reach out to Erie as per the provided letter and arrange for reimbursement for invoice number ********* from *** ****** in the amount of $1087.03.
  Regards;
  
  Dennis C******
  

  Customer response

  04/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******

*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. ↩