ComplaintsforPride Mobility Products Corporation

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased **** **** scooter just over a year ago after owning this piece of crap for two months it started giving me problems. I called my dealer and complained it was in the summer of last year. They’ve been out now about five times the dealer turned it over to the pride, representative, **** ******* they have replaced just about everything in the Scooter and the problem still exists. i’m afraid to use the Scooter as if I get away from home and it breaks down I am completely handicapped cannot walk. What do I do? I can be approximately a mile away from home and all Green lights go off and of course I panic. This is been going on for over a year and I wait and wait for a decision to be made. What good is a warranty if they don’t honor it I have not been in contact with the company Direct except through their company representative ****, who has been excellent, trying to help me still nothing is being done he states they’re thinking about it. In the meantime, I who am completely crippled my only means of transportation out of my home is this scooter I bought from these people and cannot use it. Don’t know if I’ll get home or not. it is causing me a lot of stress since I can’t even go to the store.

  Business response

  06/27/2023

  As outlined in the complaint, a Pride Mobility sales representative has been in contact with the customer for several months regarding the stated issues with their **** *** 3-wheel scooter.
  
  Our representative, with whom the customer had a positive experience, made diligent efforts to assist the customer for nearly a year, although issues with the scooter persisted. Eventually, an invoice was requested for proof of sale so that the scooter could be replaced under warranty.
  
  On June 12, 2023, it was determined that the customers scooter would be replaced at no additional cost. A mailing address for the local dealer was provided, and the following day, a Return Authorization was established. Pride expects this resolution to be suitable.
  
  Should you have any questions, please do not hesitate to contact me to discuss. Thank you.

  Sincerely,

  *************************, Pride Mobility

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all you must understand that I am a senior citizen with multiple health issues. I will also provide you with the serial and model # that you may have the important dates in front of you. ************** ***********. Initially I took my broken 4 wheel scooter to Mobility City due to advertisement stating they could fix ALL types of scooters. After 2 months of excuses I visited them and was offered the option to Rent a scooter at $200. a month. After 2 months of rental, I visited again and was graciously offered the option to purchase the rental scooter at a discounted amount, and on a payment arrangement that is not normally offered. The amount I eventually paid was 800. The original price was 900. I was told they couldn't find the paperwork on the broken scooter, and would combine the new scooter paperwork with the old once they found it. Apparently they never found it and after multiple phone calls I gave up asking. All was good until Feb of 23. So I took it in to be serviced. I explained in detail what it was doing. When I picked it up they said it was fixed. It came out of my truck and did the exact same thing half way down the sidewalk. Took it back. Said it was fixed and it wasn't yet again. But this time it was 2 days away from the warranties end. Now they want money for labor, 97.00, and say they charged the battery and rebuilt the brake. I am sure they still did not fix the problem because now they say it was a favor that they even looked at it the last time because it was out of warranty. Then I'm told it only lasts for 18 to 24 months. I feel as though I wasn't helped, but smooth talked into a scooter that was not what I needed. Please help me. I am in need of a working scooter. Now when I speak to them they are harsh and accusatory that I abused its use as well. It's not bad enough that I'm having issues, but to be harsh with me is just wrong.

  Business response

  06/05/2023

  Pride Mobility contacted the mobility dealer that sold the unit to the customer. According to our records, and as outlined in the customer’s complaint, the product was taken in for service on February 17, 2023, due to an issue with the throttle pot.
  
  During this service, according to the mobility dealer, the scooter was left on, which drained the batteries and required a “jump”. In addition, a technician rebuilt the brake assembly due to its damaged state. The labor cost incurred for this service amounted to $97.50. The customer had brought the product in for service three previous times, at no charge. On May 31, the customer paid the cost of labor and rode the scooter to their vehicle.
  
  Although the customer has not contacted Pride directly, we would be happy to review any specific requests they may have for further resolution.
  
  Should you have any questions, please do not hesitate to contact me to discuss. Thank you.

  *************************, Pride Mobility

• Initial Complaint

  03/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a Pride Mobility scooter model Raptor. Unit is out of warranty. The unit is having a reverse problem. It doesn't reverse unless you push it. Then it will not go forward when requested. It stays in reversed through several attempts to go forward. Very dangerous situation. I called Pride Mobility they refused to give of sell me a service manual or preventative procedure manual. They will not sell parts for repairs. Contacted local dealers one said they don't work on this model. The other has never returned my calls. The repair service Pride recommended doesn't answer the phone or respond to emails I've sent. Purchased on line from a different state so returning to them is not an option. This is the second and last Pride unit I've owned. The first one developed a problem with the transaxle under warranty. The local dealer I purchased it from took 2 weeks to get the part and told me they didn't have time to work on it. If I didn't like the service time I could take the part and do the repair myself. It took about 3 hours to complete. Pride claims this is a medical device so I can't work on it. I don't need a doctors prescription to purchase it so I doubt this definition is accurate. If this were a medical device as they claim FDA  regulations require that I get a PM and service manual upon request. I am a Certified Biomedical Electronics Technician with 25 years in hospital experience. The only reason I can't repair this is because Pride refuses provide the manuals or parts. Meanwhile I sit here with a dangerous scooter I can't safely use. I'm also contacting my state and federal representatives about this issue.

  Business response

  04/21/2023

  Pride contacted the customer regarding his complaint. The customer is no longer in possession of the scooter. As the customer outlined in his complaint, his frustration stemmed from not being able to obtain parts directly from Pride to repair his scooter. Pride does not sell parts to consumers. As outlined in the owners manual, all repairs to Pride mobility products must be completed by an authorized Pride dealer or provider. Although the scooter is out of warranty, Pride would like to extend an offer to evaluate and repair the customers scooter at no cost to him. If this resolution is suitable please let us know so that we can make the necessary arrangements. Should you have any questions, please do not hesitate to contact me to discuss. Thank you.

  *************************, Pride Mobility

  Customer response

  04/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Though I did appreciate Pride finally calling and talking to me. After several weeks  They offered to send someone out to evaluate the problem, at no cost. There was no mention of a free repair. 
  I had since found a veterans organization that was willing to take on the cost of repairs and will give it to another needy vet.  As I pointed out to Chis during our conversation California and several other states have bills pending for Right to Repair laws.  Chris said he was also aware of the pending legislations.  And that at some point the company may have to change their policies.  I asked why do they have to wait to be forced to make the change?  The best customer relations come from customers that are happy with their purchases and feel supported by the OEM.  The machine its-self is well made and mostly a mechanical device.  People are going to be buying parts from them, so no loss of revenue there.  If they were to have a policy of no return on parts, that would be fare, as long as they provide the correct information for evaluation, procedures for preventive maintenance, and repairs.  Thanks to everyone that has tried to help me out with this.
  Regards,
  *****************************
  

  Business response

  05/25/2023

  Pride would like to thank the customer for voicing their concerns. We appreciate hearing directly from customers and strive to create positive change based on feedback we receive.
  
  We would also like to thank the customer for donating the scooter to a local veterans organization, where it can be repaired and distributed to a veteran in need. As established in previous correspondence, Pride contacted the customer and offered a free evaluation, but the product had already been donated.
  
  Should you have any questions, please do not hesitate to contact me to discuss. Thank you.
  
  *************************, Pride Mobility

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Feb 8, 2023 This is a brand new power chair less than 2 months old. After taking delivery I noticed the joy stick was very sensitive and jerky in motion. When moving joystick in any direction the chair jumped either right or left or forward and back. Service technician came out, moved joy stick and found nothing wrong. From this day forward I was very cautious about movement of the chair in any direction. Fast forward to Feb 8, 2023. While transitioning from my walker to the power chair, I sat down and immediately the chair took off backwards at full speed into our patio level hot tub.911 was called and fire department removed me from hot tub into chair. I had large wound 3in x 8in on my left forearm along with bruising on my back. I was sent to emergency room for xrays which were negative. I notified Pride Mobiliy to file a complaint under warranty. The factory representative took my report and forwarded it to the claims department. I have left 4 messages to their claims department with no response. I need a power chair for daily activities. The **** Access Medical, provided a loaner power chair until a replacement can be provided. As of today March 10, 2023, I have not received any return phone calls from Pride Mobility, the manufacturer of this power chair.

  Business response

  04/20/2023

  This issue was resolved back on March 29.  We replaced ********************** unit. 
  
  Thank you
  
  ******

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been given two different new Pride Mobility Scooters that were damaged and caused me injuries. On June 9, 2021, I received a Blue Pride Zero Turn 10 from a company named *********. Around or about April 30, 2022 we reported that there was electrical problems and a wheel that busted while driving. They poorly repaired the issues in June and July 2022. I fell off the scooter on September 26, 2022. From August 2022 to September 26, 2022 several emails and calls to ********************* at Pride Mobility were made. Pride Mobility finally replaced the very damaged Pride Zero Turn 10 scooter with a Red Pride Victory Scooter around or about October 25, 2022. After a few weeks (around or about November 6, 2022) this scooter started moving slowly, going in reverse when pushing for it to go forward as well as having problems charging. I have reported this several times to ********************* at Pride Mobility from around or about November 9, 2022 until this date, February 28, 2023. I have even told them I have fallen off this one twice. I have asked to exchange it for the Evolution Orange Pride Mobility Baja Raptor 2 or Baja Wrangler 2 (Black).

  Business response

  03/23/2023

  March 22, 2023
  
  Dear *** *****:
      Pride has been working diligently with its dealer ********’s of ***** ** ******** *****, Winter Garden, Fla. regarding *** ******’s complaints.  Pride replaced the original unit as a good will gesture to her complaint.  She continued to have issues with the replacement unit and Pride sent a technician and found nothing wrong with the unit.  *** ****** continues to allege to have issues and has recently requested that we reimburse her for the unit.  Pride is working with ********’s to understand how the unit was funded.  Once Pride understands the funding issue it will attempt to work with Browning’s on a way to reimburse the insurer or organization that purchased the unit for her so that she may seek a different manufactured unit through that agency. 
  
      Should you have any questions do not hesitate to contact me to discuss.
      
       Thank you.
  Very truly yours,
  
  ***** *****, Customer Support 
  
  

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my pride **** 3 wheel scooter is a lemon. now pride and ******** have replaced the motor (which costs as much as a new scooter) and my scooter still does not work. i am asking pride to replace this scooter. Numotion is telling me i have to go TWO more years without a scooter until ******** will give me a new one. This is incomprehensible. This scooter has had nothing but problems since day one

  Business response

  01/31/2023

  Dear ***************,

  we're so sorry to hear about the issues with your Pride scooter. To assist you further, we need some additional information. Can you please provide the serial number for your scooter? This begins with an J and is 14 alphanumeric characters long. Look for a white barcode sticker on the seat post. The battery pack may need to be removed.

  Also, can you provide the location (city/state) of the ******** branch you purchased the scooter from?

  Thank you,

  Pride Mobility

  Customer response

  02/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Pride told the pa attorney general they will replace this scooter
  
  Regards,
  
  *********************
  

  Business response

  03/21/2023

   Pride had received a prior complaint from the Attorney General’s office in regards to the customer.  Pride is providing ********************* with a new replacement scooter out of goodwill which resolves the customer complaint.  

   

  Thank you

  ******

   

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

  Marketing Events & Trade Show Manager

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need help. A mobility scooter was bought for me threw mobility plus Omaha NE . Pride Mobility is the manufacturer . I have been in contact with both companies all we get is a run around . A scooter that was bought Nov 2021 that has only ran 3 months out of all that time . Mobility Plus blames Pride . Pride blames mobility plus . All I know is I have a 3 thousand dollar scooter that doesn't work . And now neither company will respond back to us . Pride sent email saying everything was all set I wouldn't have a problem with mobility plus any longer they will fix it cause it's under warranty . Mobility Plus says they will fix it if we pay for labor . Pride says no you don't have to pay labor it's under warranty . So as you see what can we do . I asked Pride can we go elsewhere . They said no warranty work has to be done by the seller of the unit . Now emailed Pride back they won't answer back or answer my phone calls . I made a offer to pride mobility and mobility plus. Take this scooter write a check for 700.00  to us and we will be done with your company and your done with us . But again no one will answer phone calls or emails .

  Business response

  01/02/2023

  Dear ****************,
  we're so sorry to hear about the issues with your mobility scooter. To assist you further, we need some additional information. Can you please provide the serial number for your scooter? The serial number begins with an S and is 14 digits long. Look for a white barcode sticker on the seat post. The battery pack may need to be removed.
  Thank you,
  Pride Mobility 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ***** *** * from ******* Mobility in Dallas Tx.for $4200.00 cash on March 10,2022.I am parylised from the waist down and this powerchair had the ability to rise and adjust to different hieghts to make it eaiser for me to adapt to different scenarios.The serial # is **************** had to purchase it in Dallas although I live in FT.Worth because there were no dealers here who has that particular chair.I was assured that any warranty issues would be handled by any Pride dealer who was authorised by Pride.In mid June the chair quit working.Since it was under warranty I took it to a local Pride dealer who charged me $50.00 dollars to diagnose the problem.He said the ECM which is the Brain of the chair was out and he would order the part.The following day he called and said the part was on back order and should be here August 26,Well that came and went and when I called about it the first week in September,he said it was again on backorder and should be here Oct 28th.It did not come in again! I Called Pride and they told me that Yes They had recieved some parts like I needed but there were other people before me that needed the same part and they didnt get enough to fulfill my order.I told them how much I needed the chair and asked when I 2as on the list to recieve my part which is now backordered to the 16th of December.They replied they did not have that info even though they could tell me they were others before me they couldnt tell me where my status was.This while I have checked 10 or 15 sites that are currently selling the *** * they bought from Pride recently and I am a prisoner to my bed! This type of Bad Faith Warranty could go on forever without them(which they can idenify those before me but not my P.O cannot be told when it will be fulfilled for infinity!They are currently shippimg Air 2 to many dealers knowing that if that chair fails because of a faulity ECM those consummers will suffer such as I have.As of today 11/8/2022!!! Its A DISGRACE.

  Business response

  11/15/2022

  Dear ***. ******,

  We're so sorry to hear about the issues with your Jazzy Air. We looked up the serial number you supplied in your complaint and the serial number is for a **** *** Scooter. Can you please provide the serial number for your ***** *** *?

  This serial number begins with a J and is 14 digits long. Look for a white barcode sticker on the main frame of the power chair near the batteries. It may also be found on the seat post.

  Once you supply the correct serial number, we can look into the matter further. Thank you!

  Pride Mobility 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2022 I ordered a Prime Mobility chair from **************. It was delivered in early May. 5 weeks after I got the chair, it stopped working. Fonte sent a serviceman out to repair it. He called Pride Mobility for parts and was told this was a known problem with the chair and that the part was back ordered until 8/17. In spite of many calls to ************** and emails to Pride Mobility, the part was not available to be installed until the last week in September (4 months with a broken chair that was 5 months old and cost $2100). Everything was great until yesterday when we were putting the chair back down so I could get back in it. There was a large crunching sound and now the chair doesnt work at all. Fonte cant get here until next Wednesday to look at the chair and then who knows how long before they can get the parts to fix it? This chair is only 6 months old and it has been broken more than it has worked. I ordered this chair because of a medical condition I need to be able to keep my feet up - it is a zero gravity chair that I am not able to use. Please help! Id either like a new chair that works or my money back. The old chair that Im using is hard for me to get out of and doesnt keep my feet up high enough!!

  Business response

  11/03/2022

  Dear ****,

  We're so sorry to hear about the issues with your Pride Lift Chair. In order to assist you further, we need the serial number for your chair. The serial number begins with an L and is 14 digits long. Look for a white barcode sticker on the back of the frame of the unit. You can email us the serial number at [email protected] or respond to this message. Thank you!

  Pride Mobility 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a pride ******** **** scooter since August 2022. After a few weeks there is a noise coming from rear right tire. I called *** **** in Naperville  cause I have 2 year warranty. *** **** sent a technician out and found out rear lug nuts needed to be tighten on right wheel and the noise was gone. The next day I took out scooter and the noise started to come back. Then the wheel locked up and scooter wouldn't move. I shut off scooter then turn back on and scooter moved but the noise still remained. I called the technician that came out the first time and explained the problem. Technician told me the noise is a common problem and technician wouldn't fix it unless I order parts that's not covered under warranty. I'm upset about this as I wouldn't have bought this scooter with this common problem.

  Business response

  10/10/2022

  Dear ************************,

  We're so sorry to hear about the issues with your **** ******** *. We spoke to a technician and he says that the wheels locking up is not normal and it needs to be looked at by a dealer. Can you tell us the name of the dealer where you bought the scooter? Also, can you please provide a serial number? The serial number starts with an S and is located on the seat post. The battery pack may  need to be removed. Look for a white barcode sticker, 14 digits long. 

  Thank you,

  Pride Mobility

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