ComplaintsforPride Mobility Products Corporation

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 5, 2022 I purchased a **** lift chair from ***** ****** *********** *** **** ****** in Sylacauga, Al. *****. Their phone number is ###-###-####. *** is the owner. I paid $1296.00 for the lift chair. I am disabled and needed a lift chair. They committed to supply me a chair to assist me with my needs. Also the full factory warranty being a selling point as well. Since getting the chair I have find out that they were not being totally truthful because the full factory warranty does not cover service calls. My chair was useful until it stopped working on June 18,2022. I called ***** ****** *********** *** **** ****** on June 20, 2022 and talked with Chris. He came that morning diagnosed the problem, talked with a representative from Pride Mobility and ordered the repair parts. Chris told me it would be a few days for the parts to get here. I called Coosa Valley Respiratory and Home Health on June 27, 2022 and was informed that the parts were back ordered. I went to ***** ****** *********** on June 30, 2022 and talked with *** the owner. He informed me that it was out of his hands. I called *** again on July 12, 2022 and he said it might be two more weeks. On July 28, 2022 I called *** again and he said again it was out of his hands and suggested I call Pride Mobility Products which I did. On July 28,2022 I talked with one of their representatives with **** and she said the parts would be there August 8,2022. I called Pride Customer Service on August 11, 2022 and talked with Ann Marie, she informed me that the parts had not come in and didn’t know when they would. On August 15, 2022 I called ****, talked with Sandy the new arrival date for parts is Sept. 23, 2022. The serial number for my lift chair is **************. My lift chair is a **** made by Pride Mobility Products Corp. ** **** ****. Duryea,Pa. **********. All I’m getting from them is we’re waiting on parts. Any and all help from you to get this resolved would be greatly appreciated!!

  Business response

  08/22/2022

  Dear **. *******,

  We're very sorry to hear about the issue with your lift chair and we sincerely apologize for the delay in the arrival of the parts. Unfortunately, supply chain issues have made getting parts in a timely manner difficult. We looked up your serial number and the parts are indeed on back order until 9/23/2022. We know how frustrating this situation is, and we're doing everything we can to get the parts shipped to your dealer as soon as possible.

  We appreciate your patience and understanding as we work to resolve these ongoing supply chain issues.

  Thank you,

  Pride Mobility 

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately 8 months ago I purchased a Pride Mobility lift chair. The chair was paid for by ******** and myself. I am an 85 year old lady who lives alone and need the chair because I have extreme difficulty moving and standing. A few months after purchasing the chair I found myself reclined in the chair and unable to move because the chair would not function. It is supposed to have a battery pack that operates the chair if it fails and that did not work. I eventually managed to get out of the chair while it was in the reclined position. All of the trouble shooting tips the manual listed were tried and nothing worked. The batteries in the emergency pack were tested and were of the proper full charge voltage. There was no obvious reason for the failure. I contacted the Pride Mobility vendor and they sent a repairman after about a month and he replaced the motor and said it was fixed. It was not. The same thing happened again on 7/8 and I had to get out of the reclined chair on my own. None of the trouble shooting tips worked. The only thing the chair would do was make a faint click when a button was pushed. Finally the chair was unplugged to avoid the risk of fire and it was left disconnected for 24 hours. That apparently cleared the electrical short in the  machine and it is has worked haphazardly since then. Again, a repairman was called and did nothing but declare the chair in tiptop shape. I sent an email to Pride Mobility on 7/10 and have heard nothing. In the last 24 hours (8/7 and 8/8) the chair has failed again. I am extremely disappointed in the customer service response from this company. Not only did they not respond to an email but would not discuss the problem when I called. A repairman has come for the third or fourth time and, as of right now the chair is working. I seriously doubt it is actually fixed.The repairs consisted of only replacing parts with new ones sent by the company. There was never any operational testing done.

  Business response

  08/22/2022

  Dear **. *********,

  We're so sorry to hear about the issues you are experiencing with your lift chair. In order to assist you further, can you please provide the following information?

  - Where the recliner was purchased (the name of the dealer, and their location)

  - The serial number for your lift chair

  The serial number begins with an L and is 14 digits long. Look for a white barcode sticker on the back of the chair, on the frame of the unit.

  Thank you,

  Pride Mobility 

  Business response

  11/08/2022

  Dear. ***********************,

  We are happy to offer you a replacement lift chair as a one-time courtesy. We will contact ******** ************ and let them know that we are replacing the chair. Here are the next steps in the process:

  We will process a new order for your replacement chair and a return acknowledgement for the old chair

  We will locate an FST in the area where we can ship your replacement chair

  Once the new chair is delivered to the FST they will contact you to schedule a day/time to deliver the new chair and pickup of the old chair

  We have your contact information as follows:

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

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

  Shelby, NC *****

  Daytime Phone: **************

  Please confirm that you have received our offer and that your contact information is correct. Thank you! 

  Customer response

  11/11/2022

  [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,

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

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a right motor for my ***** ** wheelchair from mobility direct and I received it and installed it myself because it is only 6 screws then after about 10 days it was making a scraping sound in the motor and when I called mobility direct they told me because I installed it myself it voided the warranty I purchased it on may 16th for around 350.00 dollars and they told me that I would of had to had one of their techs install it at 180.00 dollars for it to be warranty coverage I had also bought a left side motor from monster parts and installed it myself and it works great so it makes no sense as to why they won't warranty it

  Business response

  07/21/2022

  Dear **. *******,

  Thank you for reaching out. In order to assist you further, can you please provide the serial number for your ***** Power Chair? It begins with a * and is ** digits long. Look for a white barcode sticker on the main frame of the power chair near the batteries.

  Thank you,

  Pride Mobility

  Customer response

  08/03/2022

  
  Better Business Bureau:
  
  This has been resolved they made good on the warranty 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought this scooter from ******** ****** in Oct 2021, a ******* lx sport. the tires are advertised as solid. when I got a flat I was shocked. I called Pride and was directed back vendor. I wanted Pride to know about it and explain how this happens. rep told me that they are just call center and I can't talk to tech support or to Corp headquarters. vendor says it's not covered because it is wear and tear. again, its a solid tire. they offered me anew tire at $160 each and then i would have to pay for labor. while my complaint is focused on Pride for no accessibility to a resolution by their design, I feel ******** ****** acted the same. They all want your business but offer no support

  Business response

  06/13/2022

  Dear *** *********,

  We are so sorry to hear about the issues with your ******* LX Sport. We'd like to look into the matter further. Can you please provide the following information?

  - serial number for your scooter (this 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!

  Sincerely,

  Pride Mobility 

  Customer response

  06/16/2022

  Complaint resolved. 

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 5, 2022 I purchased a scooter (Pride Zero Turn 10) from ******* Scooters in Zephyrhills, Florida. The scooter was $2689. On March 24 the scooter broke down, I was told that this was a known issue that had caused a nation wide recall. I was told there is not a part to fix the scooter and there will not be a part until June sometime. Meanwhile I have paid in full and had to buy another scooter to get around. I have asked for a refund and told no. I have asked to speak with the Pride representative and heard nothing. Everytime I call service shop I never recieve a call back or answer.

  Business response

  04/26/2022

  Dear **. ****,

  We are so sorry to hear about the issues with your Zero Turn Scooter. In order to assist you further, can you please send us the following information?

   - 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 so much!

  Pride Mobility

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 2021 I purchased a Pride Mobility ************* power lift chair at one of the Pride's authorized dealers ** ******* ******. The sale was completed with 12 months free labor and parts replacement warranty included. On March 26 2022 the chair stopped working. On March 28 2022 I have contacted Pride Mobility to notify of the problem and requested to activate the warranty. The representative told me that in one week a technician would have contacted me and setup an appointment. As of 4/6/22, I had not heard from anybody. As a result, I have contacted the Pride Mobility again requesting an update about the repair of my purchase. The representative informed me that parts for my chair had been ordered and will be delivered to their repair contractor ***. I objected to the representative that no troubleshooting had been done I was not sure the correct parts were ordered. The representative informed me that just my description of the problem (back recliner stuck in vertical position) was enough to determine which parts were required to repair my chair. I also notified to the representative that my wife will have spine surgery in Dallas TX and I will need the chair repaired by the time we will leave for the surgery in TX (4/18/22).The representative told me that the parts had been shipped to WSR. On the same day I contacted WSR in an attempt to expedite the repair, and to my surprise, I have received a text message stating that my parts were in back order. The discrepancy of information provided by Pride Mobility representative and the contractor in charge to honor the warranty (WSR) prompted me to submit this complaint. I am starting to doubt that Pride Mobility will honor the warranty in a timely manner. Considering that the product sold is clearly defective I feel would be good business practice to replace the chair with a new one.

  Business response

  04/14/2022

  Dear **.  ********,

  We're so sorry to hear about the issues with your lift chair. In order to assist you further, we need some additional information. Can you please provide:

  - the serial number for your lift chair. This begins with an L. Look for a white barcode sticker, 14 digits long, on the back of the frame of the chair

  Thank you,

  Pride Mobility 

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a chair from Pride Mobility based on the specs on their website and my needs. When it arrived I found that the back from seat to top of back rest is two inches more than the specs indicated; my head doesn't rest comfortably. I ordered a small because my height is 5’3” and this is the correct size for me. I don’t understand how they can manufacture a product that doesn't conform to their own specs.

  Business response

  04/13/2022

  Dear *** ********,

  We're so sorry to hear that you are not satisfied with your lift chair. In order to assist you further, can you please provide the following information?

  - the serial number for your lift chair. The serial number begins with an L or a Z and is 14 digits long. Look for a white barcode sticker on the frame on the back of the chair

  - where you purchased the chair, the name of the dealer, city/state

  Thank you!

  Pride Mobility

  Business response

  05/03/2022

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

  Thank you for your reply with the additional information. Although our products' measurements do vary and no product is "spot on" with the specifications we list on the website, we are happy to offer you a one-time courtesy evaluation by a field service technician. The technician will be dispatched by *** and come to your home to measure your lift chair to determine whether it is within the appropriate range. Once we receive these measurements from the field service technician, we can go from there. Please let us know if you are agreement with this plan.

  Thank you,

  Pride Mobility 

  Customer response

  05/03/2022

  [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,
  
  *****************************
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date purchased was10/21 amount $1444 (300 off coupon) the power lift chair came with a seven year warranty. The chair broke down after five months. I need a lift chair because I have bad knees. I expected the chair to be repaired rapidly as I have a need. It has been two weeks and no repair and I am told it will be another three to for weeks before the parts come in. I ordered originally, a special chair and got it within two weeks. I need a lift chair. I suggested they give me my money back and pick up the chair. I can get a new one locally by the week end. I was told that I would have to deal with ** ******* ******** as it was thru them that I bought the chair. It only lasted five months

  Business response

  04/13/2022

  Dear **. ******,

  We're sorry to hear about the issues with the lift chair you purchased from **** ******* ********. In order to assist you further, we need you to provide some additional information. Can you please provide:

  - the serial number for your lift chair. It begins with either an L or a Z and is 14 digits long. Look for a white barcode sticker on the frame on the back of the chair.

  - Where **** ******* ******** is located (city/state)

  Thank you!

  Pride Mobility 

  Customer response

  04/25/2022

  [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 replying to the response given.

  SN # of chair in question-

  #**************

  City/State where chair in question was purchased-

  City- Raligh
  
  State- North Caroline

  Just to add and have on file, the address and phone # of where the chair was purchased

  PO Box *****

  Raligh NC *****
  

  **************
  
  Regards,
  
  *********************

  Business response

  05/17/2022

  Dear **. ******,

  Thank you for providing the information we needed. We see that the parts needed to repair your lift chair were supposed to be in on 5/13 and have been delayed. Unfortunately, due to supply chain issues because of the COVID-19 pandemic, this is a common occurrence. We are working diligently to get parts as quickly as possible to our customers. 

  If you wish to request a refund for your lift chair, you will need to contact U.** ******* ********, as the chair was ordered through them. Please contact them and let them know you wish to return the chair. Once we receive their RA request, we will process it as quickly as possible.

  Thank you!

  Sincerely,

  Pride Mobility

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A lift chair was purchased in early February 2022 for my friend that is bed bound....can not walk This person spends most of her day in this chair The chair was roughly $2,000...My friend says that a bar across the back of the chair is constantly "poking" her in the back....the bar moves from her tail bone area, to the middle of her back for no obvious reason, throughout the day Also, the chair USED TO go all the way down to the floor, now, it only descends to about 6" above and her feet can not touch the floor....the chair is stated to fit persons from 5'4" to 6'....her feet should touch the floor I have called for repair, as the chair is under warranty...4 times to Pride...and 2 times to their "repair team"....no one calls back or seems to care This was too large a purchase for my friend to be ignored...please help

  Business response

  03/30/2022

  To Whom it May Concern,
  Thank you for your message. We are so sorry to hear about the issues with the recliner that your friend purchased. In order to assist you and your friend on this matter, we need some additional information.

  - the name of your friend, who purchased the chair

  - the name of the provider where the chair was purchased, and their location (city/state)

  - the serial number for the lift chair (The serial number begins with an L and is found on the frame on the back of the unit)

  Feel free to send an email to [email protected] with all the information requested. 

  Thank you,

  Pride Mobility 

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern On or about the beginning of December 2021 I first contacted Pride Mobility about a problem with my chair I was informed that I needed to contact *** ********* to start a claim on the damage to my chair and get someone to diagnose the problem with my chair. I did so and on approximately December 16th 2021 *** ********* contacted Mobility Plus in Lafayette Louisiana and on the 17th of December 2021 a gentleman by the name of Dustin D******** came out to my house and diagnose the troubles with my chair after he submitted his prognosis I was contacted on approximately December 28th 2021 with a quote and the parts in which we're going to be replaced Upon contacting *** ********* I paid the asking price for shipping and handling and the labor sometime between the end of December and the end of January 2022 I was contacted once by the person with whom was going to do the repairs he asked if the parts have been shipped to me because some time had passed and *** ********* also had contacted me during this period on or about the 1st of February 2022 I was contacted by the repair technician about a date in which he could come out and repair the chair on February 2nd 2022 at approximately 3:30 p.m. the gentleman showed up with the parts needed to replace on my chair some of his first words he said was I don't see why they didn't send you a complete chair because all of this is almost the whole chair that needed to be replaced during the time that he was here fixing my chair there seems to be an extensive amount of noise coming from outside so I would go and offer him something to drink perhaps some coffee and it didn't look good at this point i asked if he was going to be able to fix the chair he said all things can be fixed they just may not be fixed by me subsequently about four hours later my chair was repaired and put back in my home I was in my office on a business call when he was done so he gave my wife a piece of paper showing the parts

  Business response

  03/02/2022

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

  Thank you for your message. We're so sorry to hear about the issues with your product. Based on the information you provided, your product has been repaired. Are you still having issues with it? If so, can you please provide a serial number for your product. It is not clear to us as to which product you have, whether it is a lift chair or a power chair, so we're including all the locations where the serial number might be.

  If you have a power chair, the serial number begins with the letter J and is found on the main frame of the power chair near the batteries. It may also be found on the seat post if the unit features a clover leaf style. Look for a white barcode sticker, 14 digits long.

  If you have a lift chair, the serial number begins with an * and is found on the frame on the back of the unit. Look for a white barcode sticker, 14 digits long.

  Please respond with your serial number so that we can look into the matter further. Thank you.

  Pride Mobility 

  Customer response

  07/04/2022

  [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:Good Day I have perhaps a couple of questions first and does this new chair or what was supposedly to be a new chair come with any type of warranty that is my first question my second question is in fact it does to whom do I contact in case anything happens to it ( I use the word supposedly because after it was installed in my house it had to be repaired) *** Just another thought I was curious to know why as we started the proceedings we were going through the Better Business Bureau page and then somewhere halfway in the middle there we went to private email and now back to the business business bureau just out of curiosity that will be the last thing I say today on this matter I will wait on your response about the warranty Just another thought I was curious to know why as we started the proceedings we were going through the Better Business Bureau page and then somewhere halfway in the middle there we went to private email and
  now back to the business business bureau just out of curiosity that will be the last thing I say today on this matter I will wait on your response about the warranty
  
  Regards,
  
  *******************************
  

  Business response

  07/13/2022

  Dear ********************,
  
  Thank you for reaching out. The only reason why we engaged with you via private email is because we wanted to obtain the video recordings you had of your lift chair. The Better Business Bureau does not accept video files in their document upload platform. 
  
  Regarding your question about your lift chair warranty: When we provided you with a replacement lift chair free of charge as a one-time gesture of goodwill, the warranty of your old lift chair was transferred to the new lift chair. If you have additional questions regarding what coverage remains on your warranty, please contact our consumer call center with the serial number of your new lift chair. They can assist you. 
  
  If you need service on your replacement lift chair in the future, please contact *** for assistance. 
  
  

  Thank you,

  Pride Mobility 

*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. ↩