ComplaintsforPride Mobility Products Corporation

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a pride power lift chair with heat and message. When I got the chair it was fine. By the 3rd day the message started making noise. So I called the store the same day and told them something was wrong with the chair. They told me they would send someone out to look at it. Now I only had 10 days to return the chair. But I call them on the 3rd day. And of coarse it was past 10 day before and one came out to check the chair. So when I call the store and told them they fix it with a zip tie and ask him about sending the chair back and our refund he said no. Because it was fix and it was over 10days and because we had heat and message on the chair. Now the chair is making noise again. All I want is a refund because the chair was broke when we got it.I think that is only fair. I dont think it is unreasonable for a refund and they can come and get there chair. Havent call them yet about the chair being broke. Only had this chair for about 2 or3 months. I sure hope you can help me. Thanks you ****. Sending pictures that what the repair guy did.thats all I have. Thanks

  Business response

  11/18/2021

  Hi ****,
  
  We received your complaint submitted to the BBB. Were so sorry to hear about the issues with your lift chair. Our customers are at the center of everything we do, so we take complaints very seriously. We need some additional information from you so we can look into the matter further. Can you please provide:
  
  The serial number for your lift chair (this begins with an L and is 14 digits long)
  The name and location of your provider (where you purchased the chair)
  
  Thank you,
  
  Pride Mobility 

  Customer response

  01/25/2022

  Hello. My ID ********. Just letting you know that some from Pride called Friday the 21 of January. They call to let me know that they were picking up the lift chair I purchased from Pride. They came out and ask him should I call Pride he said they will take care of every thing. Haven't heard from Pride yet. So I took picture of the paper he had with him. So I'm sending a copy to you *******. I'm assuming I getting a refund. I DONT want another CHAIR. If you here anything from Pride please pass it along. Thanks for helping me with this.   Thanks ****

  Business response

  01/28/2022

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

  We will issue a refund for this chair. Here is how the process works: we will send someone to pick the chair up and have it returned to Pride. Once the return process is complete, we will issue a refund to **** *******. They will then pass the refund onto you. Please understand that the refund will not be issued until the return process is completed. We appreciate your patience as we work to resolve this matter. Thank you.

  Pride Mobility 

• Initial Complaint

  09/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  10-18-19: Ordered ***** *** 2 mobility wheelchair thru ****** for $4,130.97. Although this product is ordered thru ******** it is shipped from a medical company, who also provides the care. In this case, ************************ (below is from their website). 10-23-19 Chair was delivered to my home.10-27-20 Chair stuck at its maximum height, would not lower. My husband had to get my cell phone that was charging in another room so I could ****** how to put chair in neutral. Finally was able to transfer off.10-28-20 Called ******************* told me not to worry as chair is under warranty. Part was ordered to fix chair. ******** *** (certified tech thru Pride) was at my home on the phone with their tech service to figure out problem.10-28-20 Ordered 2nd ***** *** 2 with the confidence that when the new chair arrived and the part needed to fix the stuck chair could happen in one visit. DID NOT HAPPEN!!

  Business response

  09/15/2021

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

  We're sorry to hear about the issues with your ***** Power Chair. Our customers are very important to us, so we take complaints very seriously.

  According to our records, there is only one job that was completed to fix the chair. This job was dated 1/14/20 and the technician wrote that the left and right raise controls were checked. The left raise control was tie-wrapped too tightly and was causing the problem. The tie wraps were redone and the unit is working properly.

  You spoke with ***************************** in our customer service center on 3-1-21. She informed you that any repairs under warranty need to go through your provider, ****************** Store, because the warranty is through them. ******* did not receive any further calls from you after referring you back to your provider.

  Because we don't have any documentation of ongoing issues with your Jazzy, you'll need to speak with your provider, ****************** Store, about any new issues that have occurred with your power chair. Then you can discuss with them about a requesting a replacement chair or obtaining a refund. 

  Sincerely,

  Pride Mobility 

• Initial Complaint

  09/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Pride Mobility ***** ******** wheelchair from ******** October 2018 that carried a 5 year main frame warranty. July 2021 the arm rest broke from the main frame backrest under normal use. This wheelchair is only used around our home a few days a week; at most maybe 20 hours of use total. Pride Mobility wanted to send a service tech but none are in our area. Was told the main frame back rest assembly was not part of the main frame and would not be covered. This backrest shows on Pride Mobility Jazzy Passport diagram as part of the main frame assembly. I would like the $296.68 I paid for the replacement part refunded, note I was also sent the wrong color.

  Business response

  09/13/2021

  Dear ***. *******,

  We're so sorry to hear about the issues with your ***** ********. Can you please provide the serial number for your ***** ******** so we can look into this further? The serial number starts with a * and is 14 digits long. 

  Thank you, 

  Pride Mobility 

  Business response

  01/05/2022

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

  We reviewed your case once more. Going through our records, we found a parts order for the backrest frame dated 7/27/2021, and because this parts order and installation was between you and ********, we are unable to reimburse you for an exchange that happened between you and your dealer. Since the chair is now repaired and it is not our policy to reimburse consumers, unfortunately, we cannot give you the refund that you are requesting.

  We noticed, however, that your warranty has run out. So, as a courtesy, we can offer you bumper to bumper coverage of your ***** ******** for an additional 6 months. That way, if you need repairs in the future, the cost will be covered.

  We hope you will consider our offer. Thank you!

  Pride Mobility 

  Customer response

  01/10/2022

  [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:
  

  At the time of the main frame breakage I contacted Pride, I was told it was not under warranty before I could be given a price for the replacement main frame back rest the unit would have to be inspected by a Pride repair person which there are none in my area. ******** was told he same when they contacted Pride as the unit was still under warranty. Then once this complaint is filed I get a call from a gentlemen who works for Prude repairing units in my area. I was never able to obtain a price or the replacement main frame backrest from Pride  

  At the time in July I was left no choice but to order and pay for the mainframe backrest through ******** as this is my husband’s only mode of mobility to/from doctor appointments and the only company willing to quote me and order the needed main frame back rest. 
  
  I reject the extension of the warranty that you do not fulfill anyway plus the mainframe still has warranty left. 
  
  Full refund ($296) of the main frame back rest is the only acceptable resolution to this matter. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my ** ** ***** ******** in March 2021 and it has broke down on me 3 times, which left me stranded 3 times. Now I had to cancel my plans cause I need my scooter. I don't trust this scooter and I want a new replacement. Serial number **************

  Business response

  09/14/2021

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

  We're sorry to hear about the issues with your ***** Scooter. We understand how frustrating it must be. We spoke with ******* *******, who you previously spoke with in Pride Customer Service. She explained that replacement batteries were shipped to your provider and were supposed to be delivered on Monday, 9/13. There seems to be delays with the carrier service and your batteries are still in transit. As of now, the delivery date is scheduled for Wednesday, 9/15. If you wish to track the package yourself, here is the tracking information.

  ***** Tracking

  ************
  https://www.*************************************************************************

  Once the batteries are delivered to your provider, you can coordinate with them regarding a day/time when the batteries can be replaced. We sincerely apologize for the delay in shipping.

  Thank you,

  Pride Mobility 

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a lift chair from Pride Mobility that is under warranty as uploaded documents indicate. The chair needs repair of a broken bracket covered by the warranty. I have been trying to work with Pride for over a month with daily phone calls, etc. They say that they cannot find a repair technician in my area and are offering no other remedies. The chair must be repaired or replaced per their warranty, but they are refusing to stand behind this. I am an amputee and this is definitely affecting my quality of life as it is my only chair.

  Business response

  08/25/2021

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

  Thank you for reaching out. We're very sorry to hear of the issues with your Pride Lift Chair. We are happy to look into this matter, but we need additional information. Can you provide 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 your lift chair.

  Can you please tell us where the lift chair was originally purchased? We'll need the name of the dealer and their location.

  Thank you,

  Pride Mobility

  Customer response

  09/09/2021

  [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:
  
  On September 8th, delivery was made of a new chair. Since repairs could not be made, they opted to replace. This matter is resolved.  
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  07/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a wheelchair from ******** in Syracuse, NY. 1) the seatbelt detached and disappeared without explanation and 2) the leg platform and its necessary parts break without reason and in my case dragging my foot under the chair and practically breaking my ankle and skinning several toes under the chassis. I have sought relief from the manufacturer Pride Mobility and the vendor but they have shunned my requests for the necessary repairs. I am at loggerheads with them and seek assistance in bringing this claim.

  Business response

  08/09/2021

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

  We're very sorry to hear about the issues with your power chair. Our customers are at the center of everything we do, so we take complaints very seriously. In order to assist you further, we need more information.

  Can you please provide the model of power chair? Also, can you provide the serial number of your power chair? It begins with a J and is 14 digits long. Look for a white barcode sticker on the back of the base of the chair.

  Once we have this information, we can decide the best course of action.

  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. ↩