Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB: I am the Nurse Case Manager for Mr. ******** ***** I am filing this complaint with Mr. ****** permission. Message to *********** This matter has risen to a critical state as the frame completely broke for Mr. ***** A FULL REFUND is requested as this wheelchair does not meet medical standards nor medical necessity for Mr. ***** medical condition. Please contact me ***** Mr. **** never received the contact information to conduct a **************** on December 19, 2024 at 1:00 PM. Numerous attempts were made to get through to the FOLD & GO ****************** to make an appointment. Informed a voicemail was needed to be made and a service representative would call Mr. **** back. As of this writing (February 6, 2025) Mr. **** has not been contacted. I have requested to be on the line with Mr. **** when this appointment is made to ensure follow through. BBB this was NEVER done. Mr. **** is my client and I am available to work on behalf of Mr. ***** Please advise. thank you, cr

  Business Response

  Date: 03/11/2025

  Dear BBB,
  Please note the ** ******* or ******* *******, has NEVER purchased a chair from our company. She has also not shown *********** of Attorney for ******** ****. Her emails stated that she is a RN/MSW for ********************************** however, we have never been able to corroborate that she is a nurse or that she is his case worker with any entity. We are happy to provide the circumstances for ******** ****, however, ** ******* is NOT one of our customers.
  
  On April 2, 2024, ******** ***** (also known as ******** ****) purchased a chair for himself from our company. He had told us at that time that he had recently purchased a chair from ***** on ******, and wanted something more reliable that has parts available should he need parts for his chair.
  
  On November 14th, ******** contacted us to say that his chair was crooked. During this phone call the service technician guided him to our website and advised him to fill out the service form, and to also schedule a FREE Video chat so that we can see what is going on with the chair and get it repaired. We also advised him to stop using the chair for his safety.
  
  On November 19th, ******** sent an email to our service department stating that he was still having trouble with the chair, and we again advised him to immediately fill out the repair form and schedule a FREE Video chat and reminded him to stop using the broken chair.
  
  On December 10th, our **************** received an email from ** ******* stating she was a case worker asking for assistance with repairs to ********s chair. Our **************** advised her that we had spoken with ******** and had been trying to get him to fill out the repair form and schedule a Free Video chat with our service department. We also thanked her for assisting him with this this process. We gave her the same information we had given ******** which included links to the service form and exact step-by-step instructions to schedule a FREE Video chat and what to expect in the video chats. We also advised her to make sure that her or someone else is available to assist him IF the patient needs this type of assistance. We reassured her that we are here to help if she needed further assistance.
  
  On December 17th, we finally received a Repair form, and a Video chat was scheduled for December 19th at 3:00pm CST. Sadly, no one showed. Please note that we do not schedule these appointments, the patient or whomever is assisting the patient fills out the form and schedules the appointment at a time that we have available and is convenient to THEIR schedule. We do not schedule these appointments because we do not want to be blamed if no one shows up on the Video chat. These video chats are done through ZOOM, which is a very easy platform. We have multiple emails that are sent confirming the date and time (even with time zone accuracy), while also giving exact instructions on how to proceed with these FREE Video chats.
  
  On December 19th, our **************** got an email from CR, stating that a full REFUND was required because our chair was not medically necessary for ********s medical condition. She asked for someone to call her immediately and even referenced the upcoming Video chat for that same day at 1:00pm PDT/3:00pm CST. We did not respond, to this email, because we had made sure to have our CEO ******* available for the Video chat that was going to occur that afternoon. Neither ******** nor CR showed up for this Video Chat that they scheduled and obviously knew was occurring.  
  
  The next day, December 20th, our ****************** got an irate phone call from CR telling us to REFUND this chair because it was broken, and it shouldnt have been purchased in the first place. This call was between CR and our CEO *******. ******* asked CR why they hadnt shown up for the Video chat, and CR stated that because the chair is broken a full REFUND needs to be issued. CR also stated that ******** is a double amputee from a workplace injury over 2 years ago. ******* proceeded to ask CR why ******** had to pay for a chair himself and why hadnt the ****************************** paid for or at least reimbursed him for this purchase. CR had no explanation on why they hadnt helped him get this chair.  ******* also asked CR, who states in each email that she is an RN, why she would continually advise ******** to keep using the broken chair.  ******* also stated that we had been trying to get ******** the help that was needed, so we can fix his chair. ******* even offered to reschedule the Video Chat, and that she would be a part of the Video chat to help ******** with the next steps to get the chair repaired. ** refused to reschedule the Video Chat and demanded a full REFUND. We advised her that a full Refund is not going to be issued and that the chair needs to be repaired immediately, and to stop using the chair.
  
  Since not showing up to the original Video chat in December, neither CR nor ******** has rescheduled or requested to reschedule the Video chat.  While we initially appreciated CR for coming in to assist ********, she has proven that she did not have his best interest at heart which was to get his chair repaired. She would rather argue about the purchase of the chair, than get ******** the assistance that we have been begging her to give him.  Unfortunately, we cant be there locally to assist him, but she can, and she is not helping him get his chair repaired.
  
  What is most important is that ******** had the right to purchase equipment that he wanted for his disability. We dont know why he used his own money, or why ****************************** didnt help him get this chair. ******** CHOSE to purchase our chair, and we have been trying since November to help him get it fixed.  CR or ******* *******, who states that she is an RN in all of her emails, would rather diminish ********s decision to purchase a chair that he chose and just wanted to get fixed.  We have amputees that love and use our chairs every day, so for her to state that this chair was not medically necessary for ********, it was extremely dehumanizing not only to ********, but to anyone that purchases one of our chairs for their medical needs. Her intentions from when she inserted herself into this matter, was to argue about the purchase and to continue to tell ******** to use the broken chair rather than to help him get it fixed. We can FIX anything on our chairs. We have brand new parts that have always been available to ********. We can even work with the ****************************** to get them to pay for the repairs so that ******** doesnt have to spend any more of his money getting medical equipment. CR has overstepped her role in making ******** second guess the reason he purchased this chair, while overlooking the fact that ******** purposely used his own money to buy our chair and ultimately, he just needs help getting it fixed.  
  
  We are here to assist ******** to get his chair repaired.

• Initial Complaint

  Date:03/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the Fold and Go website the company offers a 10% military and first responder discount. Their process involves uploading and sending proof of service for review and confirmation. The first document I sent was the wrong form. That day I received a phone call from their customer service. I do not know the name of the woman I spoke to. She began very politely, telling me what was wrong with my form, claiming that it shows I did not complete basic training. I disputed that claim (I served 6 years in the ** Army National Guard) and she began to get short with me. At that time I did not have the form in front of me, so I could not directly dispute anything she was saying, and I was finally told that I was not eligible for the discount, neither was I eligible to resubmit any other paperwork.However, later that day I received an email stating that the form I sent was not sufficient proof of service, and I could resubmit the correct form. Please see the attached emails. I resubmitted the correct form, and after 3 days called to check on the status of the request (they say to give them ***** hours). I ended up speaking to the same woman, and after a tense discussion discovered that the reason they would not allow me to take advantage of the discount is that she had determined that I was lying to them and trying to get a discount I was not ***********. I do not know if they ever looked at the second form I sent them. The only reason I am bothering with this complaint is that the reason I was considering their company in the first place is that they advertise themselves as having some of the best customer service (after a sale) for repairs and service on their wheelchairs. I explained to the lady that this was the case, and if they accuse me of lying before the sale, what happens if I have an issue with their product? This whole situation is very disatisfying.

  Business Response

  Date: 04/02/2024

  Dear BBB,
  As a company that resides in *****************, we provide a discount of 10% for our ***************** Fire, and EMTs. Please note that we are NOT required by law to provide this discount, this is a VOLUNTARY discount that businesses can CHOOSE whether to provide.  In fact, we give out hundreds of coupons to our Military and First Responders every month.
  
  We are extremely thankful for our Military and First Responders.  This discount is for people who are sworn in to put their lives on the line for our safety and our freedom. They are the people going into the buildings as we are running out of them. This is our way to thank them for the sacrifices they have made to protect us, and for the ongoing help and protection that our Military and First Responders give us every day. Out of respect for these specific people, they are who we offer our discount to.
  
  As a company that VOLUNTARILY offers this discount, we do have requirements that must be met to receive this discount. The most important requirement is that they MUST have served at least 2 years of service to get the Military discount.  In Erics case, he supplied us with his Army DD-214 that shows ONLY 3 months and 17 days of service, and that he was released from Active-Duty TRAINING. This means that he didnt make it past basic training, and that he did NOT complete a minimum 2 years of ************************ Yet he was expecting us to give him our military discount with this documentation, even though our website states he must have served a 2-Year minimum. We have people that send us military paperwork that think basic training is the same as actual military service.  Being honorably discharged from basic training, is NOT the same as someone who serves their country for 2 years.  It is for this reason that **** was denied our discount because he did not meet the 2-year minimum **************************** requirement.
  
  **** then proceeded to fill out the Military Discount Form 2 more times with the same exact paperwork. It wasnt until a few days later that we received a different form, the ****22 that stated he had exactly 6 years of service with the National Guard. However, according to our ******************* this document is one of the most FORGED documents that the Military provides. Plus, with **** already providing us with his Army DD-214, and us denying him the discount, how are we to trust that he really served in the National Guard, and why didnt he provide this from the beginning?
  
  We NEVER want to make someone feel like we dont believe them, however, we receive a lot of fake documents each year attempting to get our discounts since people can save hundreds of dollars on one of our chairs.  In 2024 it is extremely easy for someone to create fake Military documents. Ultimately, we must be fair to those people that are providing us with the required documents upfront, rather than those that are trying to get a discount by just providing any kind of paperwork.
  
  We are happy to look at any other signed documentation from the government that shows **** really did serve his country in the National Guard.  If **** truly served his country for more than 2 years, we are more than happy to extend this discount to him. For example, if he has a drivers license that shows **************** on it, that would be proof from a government entity that has confirmed that his Military status was correct.  Does he have his *************** ID, or CAC card from when he served in the National Guard? Anything that confirms this service will help. Once we receive this documentation, we will be happy to extend our military discount to ****.

  Customer Answer

  Date: 04/03/2024

  Complaint: 21473994
  
  I am rejecting this response because:

  I hope that the BBB moderators can see that the company continues to call me a liar. I have attached to this email copies of the forms I sent to the company, I have no other forms to send. Because my military service was so long ago, and I am a bad record keeper, I had to submit an online request for these forms. The cover sheet the government sent indicates that the red seal in the *** renders them official for all uses. If I were to accept the company's response, and resend these same forms, I expect I would get more of the same.

  *********** states that, allegedly, these forms are easily forged! What garbage! The Army National Guard form is not any more easily forged than the DD214. The issue is still that they seem to choose who they want to believe and who they do not. The language of the email they sent sounds exactly like the lady I spoke to on the phone. I am beginning to think she has a personal vendetta against me, for reasons I cannot even imagine. I have never met her. I was never rude to her. She asked me on the phone why I am pressing this issue, by which I think she meant, why don't I just pay full price or shop elsewhere. First, I served our nation for 6 years, and if others like me are eligible for this, then so am I. Why would I settle for less? Second, I did extensive research on electric wheelchairs, and decided theirs was a good product. I really wanted to do business with them. This effort through the BBB should prove that. Third, who likes to be called a liar?

  I wonder if they even have anyone else in their customer service department! I really don't understand why they continue to press their case, when they clearly do not have one. Their customer service rep failed, then she doubled down on her failure, and as they continue to back her they are failing with her. I don't understand all this fuss over approximately $300 dollars. If it is too expensive for the company to honor their discount as advertised, they should cease to offer it.

  At this point, I don't know what I want. I would like some vindication, and the same respect they allege they give to all servants of our great nation. If they want my business, and if they want this complaint withdrawn or settled, they will need to admit their UNFOUNDED prejudice and apologize. Apart from a full apology, I have decided I can't buy anything from them. Their customer service has been so atrocious! If this is how we begin, how does it get any better from here?

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

  Business Response

  Date: 04/15/2024

  BBB,
  We apologize that we are still unable to give **** the military discount since we have still not received any other paperwork than what we originally received. The documentation that **** provided the BBB unfortunately is password protected, and we have been unable to look at any of these documents that he has decided to ONLY provide the BBB, and not directly to us. We have also tried to contact ****** with the BBB directly and left voicemails attempting to get this documentation, to no avail. **** was also advised numerous times to again fill out the Military documents on our website if he had further proof of service.
  
  Please understand that this discount is available and given every day to all military and first responders that have served their countries. This is also a voluntary discount that we have chosen to provide our clients, and we are not required by law to give these discounts. We understand that **** is upset, however, when we have someone attempt to get a military discount, if we have had questions or needed further documentation, everyone has been more than willing to provide this information, except ****.  **** has chosen instead to argue about this documentation because he feels it is a small amount of money that our company should just pay instead of arguing our policies. For us it isnt about the money, it is about someone trying to bully us to give them what they want without providing the proof that they deserve this discount. Even the military and first responders that we have working for our company feel that this discount is SPECIAL and shouldnt be available to just anyone. It is NEVER our intentions to upset someone about their service for our country. What we dont understand is why **** is ONLY able to provide extra documentation to the BBB and not directly to us. That is all we have been asking for since the beginning. We should be able to ask for further documentation if needed to verify service in order to provide a discount on our products, right?

  Customer Answer

  Date: 04/15/2024

  Complaint: 21473994
  
  I am rejecting this response because:

  I really cannot understand the level of dishonesty here. The reason I reached out for mediation through BBB is because I was directly told in a phone call that I was not welcome to submit any further documentation, because the lady had determined I was lying, and she stated that she expected me to forge documentation. if she would have allowed me to send the correct documentation, I would not be wasting everybody's time. I sent the documentation through BBB because I had no other recourse to prove the merits of my case. 

  The documentation I sent to the BBB is the same documentation I sent to the company, except for a cover letter. But again, they would not allow me to send anything else in, I was told not to try again, and that I would not be allowed to take the discount. 

  Neither can I understand the charge of bullying. What other option did I have in this case, than to appeal to a mediator, when my character has been attacked by an unscrupulous company? Isn't this what the BBB is for? To hold businesses accountable? 

  It appears as though we are at an impasse here. The insults from their company continue to pile up, as I am now, allegedly, a liar and a bully. If these messages are being read by the BBB, I would like to lodge a permanent complaint against this company. I believe I have done everything I can, in good faith, and the company seems immoveable.

  Please let me know if we need to keep going around and around.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fold and Go is deceptive in the way they present reviews on their website. They refuse to put negative comments on their site. The chair is just over a year old and the chair is needing re-tightened every 3 days to prevent the chair from falling apart. The joystick remote began turning on by itself and refusing to shut off unless power on and off were held down together for 15 seconds and then power off. The chair does not have a safety stop mode if the batteries die and will throw a rider from the chair if batteries die while in use. The company requires its users to pay return shipping even when the chair is within its 2 year warranty. The chair was only moderately needed/used for the first year so no problems were seen. However, the chairs problems began to show once it was needed for daily use due to disease progression along with a severe injury restricting the use of my stronger side. The video chat is nice unless you have a repair that requires someone to look at things more in depth. The company wants its users to use the chair as a manual chair while parts are sent off for repair. They do not give thought or concern for a person who may not be able to use the chair manually without hiring someone to push them around (regardless if they can afford it or not). The chair is not worth the $2900 price tag. The customer service is a joke when a person needs their help. Save your money and buy a cheaper chair. You can buy 2 or 3 cheap chairs for the price of this one. Batteries are brand specific but a purchaser is refused new batteries if they want to pay to buy more. Heck, even their included toolkit falls apart regularly. High priced for only mediocre products. **************** agents love to talk over someone and cut them off too. Not a great experience so far. The plus side is it folds up and stores easy enough though.

  Business Response

  Date: 11/16/2023

  Dear BBB,
  The joysticks on each of our electric wheelchairs tell the user how much charge is still available in the batteries. There are actually 17 lights on the chair that provide the battery levels. 7 on the joystick, and 5 on the front of each battery. It is important to pay attention to these indicators so you will know when the chair needs to be charged. When the batteries no longer have charge, they will stop moving the motors. As with any electric wheelchair, it brings the chair to a stop. Please note that even with the chair moving less than 4 miles an hour, the momentum wouldnt throw the rider from the chair. It is for this reason that the *** limits the top speed of ALL *** compliant electric wheelchairs to 4 MPH. This protects the user from being thrown from the chair if the chair should stop abruptly.
  
  Our reviews are available for all people to read, even the ones that *** state issues that people have had using their chairs. We also follow up directly with people who have written reviews that are struggling to use their chairs, to provide personal assistance.  We *** not post all reviews, because not everyone states that they want their reviews posted on our website. Please also note that when people are angry, like *****, they tend to slant their review which can be misleading to potential customers. That is why we have the BBB, so that people can publicly voice their thoughts and receive a one-on-one reply.
  
  Our video chats are available to everyone that owns one of our chairs. We apologize that it *** not be easy for everyone, but we work to accommodate people of all disabilities. We have found that by doing these video chats in the privacy of the users home or when they are traveling all over the world, it allows us to see the chair within a couple of days of us receiving their service form. Plus, they dont have to take their chair anywhere, and they can receive service no matter where they are in the world. It also allows us to address their issue immediately, and most of the time we can solve issues during the video chat. Plus, with our video chats and phone calls being recorded, we work to provide additional training from these interactions so our representatives can provide the best service to our clients and potential customers.
  
  In Jasons case his joystick and CPU are the issues on the chair. Please note that we are only having the joystick and CPU come back, and we are not having the full chair returned. By having the Joystick and CPU returned to our warehouse for service, we can determine why the joystick might be turning on intermittently. With ***** having owned his chair for over a year, the electronics part of his warranty has expired.
  
  Most importantly, at no point in the Video chat or on ************** form did he state that the bolts are coming loose every 3 days. Plus, with the technician doing a full inspection on the chair, they didnt find any missing or loose bolts. If this were as serious as he is stating, why didnt he state this information in the video chat and on the service form? Also, in watching the recorded Video chat between ************** and *****, ***** complained about having to rent a manual chair while he sends in his joystick and CPU for repair. It was in response to this statement by ***** that ************** suggested using his MagSHOCK in manual mode so that he didnt have to spend money by renting a manual chair. Plus, our tool kits are sent to people fully functional, so we dont know why his tool kit is falling apart. It was even during this video chat that ***** attacked ************** personally by saying, how does your husband put up with you? Even after the personal attacks by *****, ************** still offered assistance with his repair needs.  
  
  Ultimately, we are still waiting on ***** to provide us with the box dimensions and weight so we can provide him with a Return Shipment label at our discounted *** pricing. Even though this isnt a warranty issue, we are still offering to help reduce his costs by giving him a label at our discounted price. We are willing to assist *****, should he decide to get his chair serviced.
  

  Customer Answer

  Date: 11/16/2023

  Complaint: 20858721
  
  I am rejecting this response because:
  The business only attempts to assume they are right and i, the customer, am wrong. Thwy are right about "slanting" a complaint/ response though...unfortunately, it is them "slanting" their reply by aytempting to avoid taking responsibility for anything. Save yoyr money and buy elsewhere. They say they allow negative responses on their site...i challenge you to find them. I specifically wanted mine posted but its not there. There option of me using my chair manually would require me to hire someone to push me as im unable to move the chair myself for more than 10 to 15 steps. Its really sad that a company would choose to blame the consumer rather than take responsibility. The offer of a "return label" was only offered after i complained about paying to return the potentially defective items at my own expense. My comment about the "husband" came after repeayed attempts at talking while continually getting cut off by the rude customer service lady. Point blank, I will never by another product from these people. There are many other options to choose from. Use caution with Fold and Go.
  Regards,
  
  *********************

  Business Response

  Date: 11/16/2023

  Dear BBB,
  As a company that provides product to people all over the world, we know that our product doesnt work for everyone. Our intentions when answering complaints on the BBB, is to educate, learn, and provide service. As people that use these chair ourselves, we know that when our chairs are down, so are we. It is never our intent to belittle or make people think that we dont care about their situation. As many people know when getting service on an electric wheelchair, we have to find other ways to get around when our main chair need servicing. Our technicians only try to help our clients find solutions in these cases. Having used local repair shops ourselves in the past for our old Big ****** chairs, there were times when we were without our chairs for months.  It is for this reason that we work to quicken our response and repair times so our clients get their repairs done with the least amount of downtime.  
  
  Ultimately, we are here to assist ***** with his repair needs, if he wants our help.

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A bought a heavy duty foldable wheelchair from this company in 2019. The rechargeable lithium batteries are supposed to last 5 yrs or **** cycles whichever comes first. I have not used this chair enough to require **** cycles and used in infrequently during the pandemic. On the 20th of Sept 2023 one of two of the chair's batteries would not charge. The chair can run on one battery but I use both batteries simultaneously because I am obese. I was told to schedule a zoom appointment to discuss purchasing a new battery. On Sept 28 ******************************************************************************************************************** to be repaired and shipped back. She stated that it might be an issue with the chairs wiring or joystick or charger. I refused stating that I could not be without the chair for a week or more and that one battery charges fine with the provided charger indicating that it is neither the chair or the charger that is the issue but it is the battery. She became belligerent and was screaming at the top of her lungs about how they had to have the chair back and refused to even listen to me. I also asked why at the time I bought the chair it was stated on the website that they had repair centers throughout the U.S. and some foreign countries she denied this. I explained that due to medical treatments I'm receiving that I cannot be without the chair which does work on one battery but does need to be charged more frequently. This conversation devolved into her continuing to berate me and I finally had to end the conversation saying that I would call back after speaking to my daughter about the situation. I was prepared to purchase 1 or 2 new batteries, a new charger and a new joystick but was denied permission to do so. This owner is abusive and does not believe her customers deserve respect.

  Business Response

  Date: 10/02/2023

  BBB,
  It is always our intentions to assist people with their service needs as best as we can. However, some clients, like *************************, tend to think they know more than our certified technicians. It is important to state that ************************* is not a certified Fold and Go wheelchair technician, nor has she ever been a wheelchair technician in her life. Therefore, all she can do is let us know what she has been doing with the chair, and how the chair is responding. Also, our website has NEVER stated that, we have repair centers throughout the U.S. and some foreign countries. As the manufacturer of our chairs, we always carry parts and repair our own chairs. We do not use local dealers who want to charge their own prices, and who have no knowledge in working with special metals like magnesium.
  
  During the recorded video conversation with **** on 9/28, she stated that for over a year, she has had trouble with the joystick not charging the batteries. She also stated that she has been charging only ONE battery by directly plugging in the charger to this one battery. Please note, that both batteries are required for the chair to work properly. We NEVER recommend charging only one battery to run the whole chair. With **** not charging the batteries properly, the chair will not work properly, nor will she get the full mileage that is necessary for daily use. It was during this chat that ******* (our CEO, and the creator of our chairs) determined that it is NOT the batteries that are the issue with ***** chair. She has an electrical issue that is prohibiting her from charging the batteries when plugging into the joystick. This issue is not only in the joystick, but in the wiring of her chair. ******* advised **** numerous times that the chair needs to be rewired and the joystick needs to be repaired. This means that the chair MUST come back to us, so we can properly fix what the REAL issue is with ***** chair.  Please also note that the costs for this repair are LESS than what a new battery costs. Even more importantly, a new battery wont FIX the issue **** is having with her chair. ***************** refusal to accept the diagnosis for the repair on her chair is the WHOLE reason that she has filed this BBB complaint, and why she was combative during the video chat. Why would we just sell parts to **** that wont fix the REAL issue?
  
  As people that also use these chairs, our integrity prohibits us from just allowing someone to purchase items that wont fix the REAL issue. Our technicians can only help those that want to be helped. **** chose to argue instead of heed the advice of **************. Please note that ******** tone was escalated because of ***** insistence on being sold product that DOESN T fix the REAL ISSUE. We are willing to help **** should she want to actually FIX her chair.

  Customer Answer

  Date: 10/02/2023

  Complaint: 20670630
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

  I find the response not only unsatisfactory but completely loaded with condescension. This business instead of being professional and attentive has insulted me to a level that I have never experienced before in dealing with any other business. The ceo seems to think she knows my work history, what industries I've been involved with and worked for and what I do and do not know about electronics and wheelchairs in general.  I am no expert in F&G chairs but I know a bit about batteries but I should not have to justify myself. I am the customer and this company is doing me no favors by denying me the sale of a battery. This company seems to feel that they're very existence is some sort of favor to the disabled community. They have the right to feel that way but I do not agree. The only thing the *** got correct is that I have never been an employee of theirs, but that is about it, everything else they stated was an attempt to not provide a sale of a battery. I am not asking for anything free as my wheelchair is out of warranty. What I want is to purchase a $300 battery. The fact that the *** is so adamant I send my chair in would be the equivalent of needing a new removable cell phone battery but expecting a customer to send the whole phone back to the cell phone manufacturer instead of just allowing the customer to purchase a battery that they can replace themselves. The chair's batteries are removable. The chair is not a solid state device. The battery is not built into the chair. 

  Business Response

  Date: 10/04/2023

  BBB,
  As we have stated before, the batteries are NOT the issue with Marys chair. It is an electrical issue. The chair MUST come back for proper repair. Again, she DOES NOT NEED NEW BATTERIES. We cannot knowingly sell product to someone that wont fix the REAL issue she is having with her chair. We understand that she cant be without her chair, however, she has been without a fully functional chair for over a year now. We are willing to help **** get her chair fully functional if she will just let us.
  
  We dont understand why she would rather argue about the REAL issue with her chair, than get it fixed. Again, we cant help those, who dont want our help.

   

  Customer Answer

  Date: 10/04/2023

  Complaint: 20670630
  
  I am rejecting this response because:

  Let me start out by saying I will not be sending the chair anywhere. I never stated that the chair had not been functioning for a year. That is an outright lie. I barely noticed the battery issue less than 2 weeks ago so how could my chair be functioning incorrectly for a year? When I went and looked further on the website in the **** area, where accessories and replacement parts could be purchased, I noticed that they no longer sell the original charger that came with my chair 3 years ago and they no longer sell the extension that allows you to charge the batteries separately outside of the wheelchair itself. THIS ADDITIONAL EXTENSION CABLE HAD BEEN ON SALE ON THEIR WEBSITE FOR $19 BUT CAME FREE WITH MY CHAIR WHEN I ORIGINALLY PURCHASED IT IN 2019. This particular cable extension that connects to the charger has been discontinued for some reason though the web page is still available to view. There is also a ******* video where the *** demonstrates charging the batteries and states that the batteries can be charged separately with the cable extension instead of being charged through the joystick. On the description page for the now discontinued cable extension it states that the batteries can be charged with this extension separately and independently from the chair. I have screenshots of these web pages and I have downloaded the battery charging video and would be more than happy to forward those on to anyone at the BBB and elsewhere who would like to see them.Typically, the only time a product is discontinued such as a cable or battery charger or battery is if one: the manufacturer no longer produces them or two: they have been found defective or cause problems to the products that they are designed to charge and power- which in this case would mean the batteries for the chair. The *** could have easily stated during our Zoom call that the equipment that I had been given to charge my chair is no longer satisfactory and may have caused the issues with my batteries. In that case I would have gladly purchased a brand new charger along with a brand new battery or set a batteries. My chair is long since out of warranty and I would not have expected or demanded anything free such as batteries or a new charger. In fact, the only question my sister asked is if I sent the chair back "what is their rate for labor" because we both understood that the chair has long since been out of warranty. I never at any point ask for free things. I only inquired about the cost of Labor and Shipping. The *** offered free shipping and she offered to donate labor which is her prerogative but not something that I expected nor demanded. My asking these questions however did not mean that I was intending to send the chair back to the company. If the chair had been malfunctioning in terms of driveability, stopping, starting, breaking etc. I would have had no problem sending the chair back but a dead battery is a dead battery and has nothing to do with the functionality of the wheelchair. Had they sent me a battery as I requested I could have still kept using the chair with a single battery until the second one arrived. These chairs are designed to run on only one battery. A second battery is commonly used by overweight people as extra weight means that a single battery would have to be charged much more often. Sending the chair back means that I would have no access to a much-needed mobility device and that is unacceptable. I attend medical appointments and physical therapy weekly and it would be a hardship to have to switch these appointments around and not knowing when I would get the chair back would mean that I couldn't easily reschedule these appointments. I will not explain what my medical conditions are and what treatments I am receiving. Trying to have me return the chair when it is obviously an issue with the battery is ridiculous. If the charger works perfectly to charge (1) battery whether it be through the joystick or whether it be separately with the extension cable then it is neither the the charger nor the chair's joystick. I would like to know what the real reason is for the ***'s insistence that I return the chair. Since the chair is out of warranty there would be nothing to stop a technician from claiming to do repairs that we're not necessary and to hold the chair hostage until I pay an exorbitant amount in repair costs. Simply stating verbally that I would supposedly get some of the repairs for free is not the same as getting that promise in writing and does not in any way protect me from a high repair bill for repairs that I may not have needed nor requested. This is the equivalent of having a dead battery in a vehicle but being told the whole vehicle needs to be shipped back to the automanufacturer instead of just being allowed to buy a new battery. No one in their right mind would do that. My chair still functions perfectly. This is an issue with the the battery since the charger still charges one of my batteries perfectly-anyone with any sense would know that it's the battery that is not holding charge. The *** stated that these batteries have a lifespan of 5 years with normal use which seems extraordinarily long for a lithium ion battery. When researching the lifespan of lithium ion wheelchair batteries what I came up with is anywhere between 24 and 36 months with normal use and charging cycles. Which is coincidentally the amount of time that I have owned this chair and these batteries.

   

  Getting back to our one and only zoom call on Sept 28th 2023, I do not appreciate outright lies being told by the ceo about what was said during our zoom conversation. If this conversation was in fact recorded then I suggest that the *** pass this video along to the Better Business Bureau or post it online on their ******* channel and other social medias and let the public be the judge of the situation. I didn't do or say anything wrong or inappropriate and I have nothing to hide. 

   

  The response from Fold & Go is unsatisfactory. I will not be returning the chair for unnecessary repairs. I am willing at my own expense to return the charger and both batteries even if that means that I will be without the use of the chair while the charger in the batteries are being inspected and tested. If the charger and the batteries are found to be faulty I will gladly pay for replacements of each.

   

  If this company no longer wants my business and no longer wishes to deal with me that is fine. I will use my chair until the second battery is no longer chargeable and then I will move on to a competitor that actually understands what customer service is and doesn't try to steal people's products from them. I now feel like I don't even own a product that I purchased and instead and being allowed to use it at the ***s discretion which makes no sense whatsoever. If she doesn't think that I'm intelligent enough to use their products then maybe she should send someone here to ************** to pick up my chair. It would be a hardship to be without it but if she wants it back so badly she should just have someone come and get it. I will gladly give it back. I can at least say I got 3 years use out of it which would have come out to roughly $1,000 a year but I guess that was my fault for not doing due diligence and researching this company before giving them such a large sum of money in the first place. 

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

• Initial Complaint

  Date:06/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I researched for an electric wheelchair that would take me on the short grass around my property and felt that based on videos and thorough questions with customer service that The Fold and Go would be best for me. Since I received it there was a problem with the toggle that it was so touchy that it constantly went from left to right, crashing into people and lawn furniture etc. I called and was told that I just needed to get used to it. My lawn is just short grass with some very small bumps as in any rural home. None are even noticeable, but the chair gets stuck constantly, even on completely dry, short cut lawn. It will not ride at all over a very flat path of wood chips. I have to get out and push the chair more than Im in it. So disappointing. I called again and constantly get the same customer service person who talks over me and wont let me get a word in. She is no help at all and told me that there is no adjustment that can be made to help the chair ride better. She told me to turn it up to the highest speed and just control it with the toggle until I could get it unstuck. I almost threw myself out of the chair after this instruction. The seat is smallish and getting in and out is not easy. My foot gets caught on the large joint over the wheel often. I cannot take it where there is any people for fear of the chair pulling to the right or left and hitting someone. It is virtually useless to me. I cannot lift it by myself, therefore there is no independence for me. I was assured that I could roll it into the back of my SUV which is impossible even though I bought a ramp. I could not wheel it up the ramp because the wheels just do not roll that way. I tried to put a constructive review on their ******** page but of course they blocked me and only accept reviews from people who are having good luck with their product or maybe not even real users. Therefore, no authentic information or anything real gets out to the public, which is why Im here.

  Business Response

  Date: 06/21/2023

  BBB,
  We understand that when people purchase our chair, they may have trouble learning how to drive the chair on different kinds of terrain. As people who not only manufacture this chair, we also use our chairs all over the world in all different kinds of terrain. We know that it takes time to learn how to drive our wheelchairs on each kind of terrain. The joystick responds directly to the person using it. If drivers are too quick with their hand movements, the chair will have difficulty going one direction when being constantly moved in numerous directions. Making slower more methodical movements with the joystick, allows the chair to go one direction at a time. Plus, we dont know the current state of ********* chair. She has had her chair for over a year now, so if she isnt doing her monthly maintenance the chair might have missing bolts, or bolts that are not tight making the chair not drive properly. Its like driving our cars without putting air in the tires.
  
  With different kinds of terrain, full motor capacity is necessary to help drive the chair.  The joystick has speed limitations; however, people dont realize that with speed limitation they are actually limiting the motors. Once a driver gets used to the chair controls, they dont have to use the speed limitations on the chair because they can control the chair speed with the joystick. It isnt about going fast on terrain, it is about having the FULL capacity of the motors when driving on specific terrain like grass, wood chips, gravel, carpet, dirt, mud, snow, etc.
  
  If necessary, a person can schedule FREE video chats with a technician for driving techniques. They can also get the joystick programmer if they want to program the chair to different settings.
  
  When it comes to the weight and size of our chairs, the website has stated the weight of the ******** and all of the dimensions for many years now. The 60 pounds weight of the ******** is the same weight that ******** would have seen when she went to place her order. It would have been important for ******** to make sure BEFORE she purchased the chair that she could either lift the ***************************************************************************************** her vehicle. The ******** seat size has always been a 20-inch base with a 18x18 inch cushion.  This information is readily available to everyone, so that they can make educated decisions on whether or not our chairs will work for their personal situation.
  
  Lastly, our reviews are from REAL people, not fake people. The information listed on our website is REAL information. Our videos show REAL people using the chairs in REAL situations.
  

  Customer Answer

  Date: 06/25/2023

  Complaint: 20183097
  
  I am rejecting this response because:  First, I requested, but was never offered a live chat with a technical representative to "re-program" the toggle on my chair. Each time I called I got the same person who only told me to practice, practice, practice. Yes, time went on and practice, putting the chair on full speed and trying over and over to control the chair with slight movements, including other advice I did get from a local store who sells chairs with toggle controlers to try and control it with the controller in between the ***** of my thumb and first finger. Nothing helps control the chair. I have had other people try and use the chair with the same reactions. I had a huge event in my yard and had several people try to control the chair on dry, short grass to no avail. It was quite embarrassing to have this new, pretty blue chair that everyone laughed at. One person uses a different chair but with the same mechanism and she said, "there is something wrong here." Yes, even though I have not used it much, I have still performed the maintenance that is requested. So that theory is bogus. Everything is tight as it has been since I've had the chair.

  As far as the issue with weight, again I called early on and explained that I was disappointed I could not lift the chair in the trunk of my car, again I was told, "oh just keep trying, you'll be surprised that if you try hard you will be able to lift it." They will sell a bulky item that takes space in the entire back of the *** to help get it into the car for over $800. dollars. It's ridiculous. I sort of resolved that issue by trying to use it with my daughter only, who is young and athletic and can lift it into the trunk. However, taking it to an art show was disappointing because the chair would not go straight or turned when it should not have and in fact went the opposite direction of where it was meant to go and ran down a couple of people in a crowd. Forget using this chair at a ******** Market or any place where there are people walking. I cannot use it in my house because it took out my trim around the doors.

  The reason I chose to write to the BBB is because each and every review on their ******** page and website is glowing. Most companies do allow for some negative issues to be spoken about, along with the positive. Clearly, this chair is not for everyone. And when trying to talk about having trouble with it, instead of contacting me to try to fix the issue they simply blocked me from being able to say anything. That is just wrong and absolutely horrible customer relations. Since I was never offered any other remedy and only got to speak to one person who would not ever let me get a word in, but kept assuring me that this was my issue of not using the chair correctly and not the company's problem, every time I called. I asked for a technical person but she stated that it was only her and blew me off every time. I will figure out a way to warn people and I will be trying to sell this very expensive item with full disclosure on my part. Perhaps someone can fix it. It took me a year to pay off my credit card. I have lost a lot of money and do not have money to lose. Shame on the owners for not wanting to correct a problem and blaming the disabled person for issues. Further, it is despicable to block and ignore someone having a product issue. 

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

  Business Response

  Date: 06/30/2023

  BBB,
  We are surprised that ******** still feels that we are unwilling to help, even though we have stated that there has ALWAYS been help available to her, and we have even provided guidance in our last reply that she has yet to utilize.
  
  First of all, we cannot reprogram the chair by video chat. As we stated before in our earlier reply, the joystick programmer is available to reprogram some of the settings that ******** may be struggling with. The programmer is available on the Accessories page of our website for purchase at ANY time. Plus, LIVE chats are readily available to schedule through our service page. Even though NONE of our representatives would have ever prohibited her from scheduling a Video chat, ******** could have and still can schedule a FREE video chat with one of our technicians at ANY time. In fact, scheduling a FREE video chat is NOT actually done by any of our representatives, it is ONLY done through the website by the person needing the video chat. This allows the person to schedule at a time that is available and convenient to their schedule. ******** has yet to schedule this FREE video chat that has ALWAYS been available to her.
  
  Secondly, the lift that we sell, is far from bulky. It is ONLY 28 x 16 x 12 inches which is smaller than most lifts that permanently affix to your vehicle. Plus, our lift is removable, which means you dont permanently lose trunk space as you do with most other lifts. Additionally, our lift can be placed ANYWHERE in the vehicle, whereas most other lifts require a specific spot.
  
  Ultimately, we can ONLY help those that seek our assistance. Sadly, ******** continues to argue rather than get help. Also, the reason we had to ban her from ******** is because of her insistence in accusing us of false advertising and lying about what our chairs are capable of doing.  ALL of our employees chairs and the 10s of thousands of chairs we have sold are ALL able to be used in the settings that ******** is stating she is unable to drive. We ourselves test these machines for years before we manufacture and sell them to our clients. We hold ourselves to a higher standard to make sure that ALL of the claims we make about our chairs are truthful, and accurate. Just because ******** is unable to use her chair properly, doesnt mean that our advertising is false.  Having used our chairs ourselves for more than a decade, all of our videos, our testimonials, and our own personal experiences show that these chairs do what we claim they can do.

• Initial Complaint

  Date:04/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ********* Magsgock wheelchair on 12/30/2022. Last week we sold our house and my charger for the chair was packed away and put in storage by mistake. So my chair battery died and I am not in our permanent home yet due to the contractor being behind. We are staying in small air bnb and I tried to order a new charger. My wheelchair is now at another location since there isnt enough room in my car for me to haul 2 wheelchairs around. They refuse to send me a new charger without first viewing my chair. Even though I sent them the invoice where I purchased the chair. So I am unable to get a charger because they cant look at it. I think that is ridiculous. I need a charger. I am having to use my manual chair that I normally keep at work and haul it back and forth. I just want a charger. I am paying for it so I am not sure why I cant get it. It is very hard on me not being able to use my chair.

  Business Response

  Date: 04/14/2023

  BBB,
  As a company that employs people that are disabled and who also sells equipment to the disability community, we must be fair to every person we interact with.  
  
  Equally important is the fact that with over ******+ orders, we are not always able to carry large replacement stock of certain items. Ever since COVID, circuit boards are in short supply. We have certain items, that require circuit boards, available in smaller stock than expected until the industry is able to get back to pre-COVID distribution. In order to make sure that we have availability to people that need these certain items, we have developed protocols to help determine if replacement parts are needed. In some cases, we can repair items and in other cases the issue someone is having might be something else altogether. That is why on the listing for replacement charger it states that a Video Chat is required. Please see the attached screen shot. This means that everyone that needs a replacement charger, NO MATTER the reason why, will need to schedule a FREE Video chat with our technician.
  
  We understand that not everyone feels that they should have to do a Video chat for a replacement charger. ****** is one of these people. Even though her charger is NOT missing, lost, or broken, and it is currently sitting in storage because she forgot to keep it out while they were boxing up their belongings to move, she STILL feels that she should get to move to the front of the line before anyone else that doesnt have a charger at all. In fact, when she went into the replacement charger listing on April 5th, she saw that a charger was available while also reading that a Video Chat was required, and while also knowing that she had NOT yet had a video chat with one of our technicians.  So instead of scheduling a Video chat at that moment, she decided instead to add the replacement charger to her order and checked out as quickly as possible. What she didnt take into consideration was that she ended up STEALING the charger that was placed in inventory for someone else who HAD done their Video chat with one of our technicians. ****** even went as far as to justify her actions by stating in the order, misplaced charger while moving. Need ASAP. So, why did she feel that she needed to tell us about this information except to justify that she was skipping the Video chat requirement and ordering the charger anyways.
  
  Upon noticing that the actual charger recipient had been robbed of her charger by ******, we called ****** to advise her that she needed to schedule a Video chat in order to get a replacement charger.  We even told her that she had stolen it from someone else that was checking out at the same time, and that we were removing it from her order. ****** proceeding to yell at us, and eventually she hung up on us.
  
  Knowing that she still needed a charger and that a Video chat was required, ****** finally scheduled a video chat for 1:00pm CST on April 11th. She did not show up for this video chat and proceeded to advise us by email that she was at work and on the phone with her customers. In this same email notification, she states, I have scheduled a chat for tomorrow, but I am at work and may not be able to do it.  It is important to note that our appointments are ONLY scheduled by the person needing the Video chat, and that there is numerous times available Monday Friday so they dont have to miss work. We do not schedule the appointments for them, so why would ****** choose a time when she would not be available? Our clients can even have someone else do the Video chat with the chair, if that is easier for them, since we just need to SEE the chair. Any caregiver, family member, friend, neighbor etc. can do the video chat with our technician.
  
  In these video chats for replacement chargers, it is important that we see the chair since the last time we saw the chair was when we originally built it for our client, and everything was brand new. We are needing to double check the overall current condition of the following parts: 1. The joystick port must be clean with no dirt, no scratches, no mud, etc., that could interfere with electricity safely flowing from the charger into that port. 2. The battery ports on the chairs need to be clean, unbroken, and operational. 3. All electric wiring must be intact without any cuts, abrasions, pulled, exposed, or disconnected wires. This is why we MUST see the chair, so we can confirm the overall current condition of the electrical system, since it has been in their possession and is no longer in brand new condition. The last thing we want to happen is for the chair user to plug in the NEW charger and have something more catastrophic occur. Using a NEW charger on a USED electrical system can be dangerous if any of the above-mentioned conditions are present. That is why we state on the Repair Request Form that ****** filled out, to make sure the ***** attends the appointment with you. See the attached screen shot.
  
  On April 12th, ****** had scheduled another 1:00pm Video chat. Thankfully she showed up to this appointment, however, she didnt bring the chair with her. We even gave her the opportunity to add her mother to the Video chat so we could see the chair, since the chair was currently being stored at her mothers. She stated her mother was too old to do that and she abruptly hung up on the technician.
  
  After the unsuccessful video chat ****** had with one of our technicians, she then proceeds to email us, Can someone in charge please make an exception to this completely stupid rule? I just need a charger for my chair. She then added in this same email, I NEED A CHARGER MAILED TO ME NOW. I did make a complaint to the BBB. This is a ridiculous rule. I can understand if a repair is needed but I just need to buy a new charger.
  
  We have given ****** many opportunities to get a replacement charger for her chair, however, she has chosen to argue and demand special accommodations because she is disabled and cant use her chair until she gets a new charger. Had ****** set up a Video chat on April 6, or 7th right after she had originally seen it was required when she tried ordering one on April 5th, she would already have a replacement charger. Please understand that ALL of our clients are disabled, and we will not put her in front of other disabled people because she demands special treatment. Our policies and procedures are listed ALL over our website to easily be seen by everyone. ******* choice to go around these procedures is unfair to others. ****** needs to reschedule the Video chat for when the chair is available. If she doesnt currently have the chair, she can even have the person who has the chair do the Video chat with the technician. Once we can confirm the current condition of her chair, she will be able to get a new charger ordered and on its way to her.

  Customer Answer

  Date: 04/17/2023

  Complaint: 19927908
  
  I am rejecting this response because:

  First of all, I did not STEAL anything.  I added the charger to my cart along with several other items.  I did not have a lot of time and I did not NOTICE the video chat requirement.  I assumed that a video chat would ONLY be needed for repairs.

  Second, the person who called me to tell me I would not be receiving the charger was EXTREMELY RUDE, as was the lady that did the video chat.  If you don't want your customer to be rude, then the supposed ****************** shouldn't be rude either.  Even your response to this case was extremely rude.

  Third, as for it being "used", I first received the chair the first part of January, 2023, which is barely over 3 months old.  All parts are in good condition.  And I work from 8 am to 5 pm Monday thru Friday, so the only time I would be able to do a video chat while not at work would be on the weekend or after 5:30 PM.  My mother is 89 and my father is 90.  They have a flip phone.  They are unable to video chat.  And they are over 1 hour away from where I am located. The wheelchair is with them since I am unable to transport 2 chairs in my van and I have to have my manual work chair at home since my Fold and Go chair is not usable.  I understand there are rules, but sometimes an exception could be made to accommodate a potential repeat customer.  I am 55 and have been wheelchair bound since I was in my early 30's.  I have had many manual chairs, but only recently my shoulders have such deterioration from arthritis that I needed an electric chair.  

  I tried discussing with the original person who called me, but she insisted on calling me a THIEF and wouldn't discuss the possibility of making an exception.  I am not even sure how I can "STEAL" a charger, if your system ALLOWS me to add it to my cart.  Maybe you should rethink your system if that is the case. I work in customer service myself, and would never speak to, or treat a customer the way I have been treated by the customer service at Fold and Go.  Your employees are extremely unprofessional.
  

  I would greatly appreciate a charger being sent to me.  As I stated, I am unable to Video Chat with the chair in the video. So now, I have a useless chair for the next few weeks until our house is livable.  For the record, I will NEVER purchase another one of your products.
  

  Sincerely,

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

  ************** cell

  ************** work
  

   

   

  Business Response

  Date: 04/21/2023

  Dear BBB,
  When we have a phone, or video conversation with someone that includes having to advise them that they did not follow the protocols that are clearly listed all over our website, these are very difficult conversations. No matter how we try to convey this kind of sensitive information, most people we talk to become combative. There is no easy way to tell someone that they skipped protocols for their own selfish needs.  They tend to argue that we should make an exception for them. That is exactly what ****** is doing, and because we have not made this exception, she feels that we are rude and unprofessional.
  
  In ******* first few sentences of her latest reply, she states that she didnt notice the video chat requirement, however, in the very next sentence she says, I assumed that a video chat would ONLY be needed for repairs. So, if she didnt notice the video chat requirement, then why would she assume the video chat requirement was only for repairs? Not only did she assume information that was not posted anywhere on the Replacement Charger listing, but this statement also confirms that she DID see the video chat requirement.  The fact is that our website clearly states this information for everyone whether or not they want to admit that they have seen this information, and whether or not they assume they own incorrect interpretation of what it actually states.
  
  ******* interpretation of the condition of her chair is based only on her knowledge of the chair since she refuses to show it to us. As soon as she opened the box upon arrival, the chair was no longer brand new. It is the same as if she bought a brand-new car and drove it off the lot.  We have some of our clients who have had their chairs for over 5 years and their chairs are immaculate. We also have other clients that have had their chairs for 3 months and their chairs look like they have been in a roller derby. Each chair user is different.
  
  At this point, without the Video chat requirement being met, we are unable to process an order for a replacement charger for *************  ANYONE can do the video chat. It doesnt have to be her parents, it can be anyone, we just need to see the chair.  We must be fair to all other disabled clients who ARE doing the Video chats. Our protocols are ALL over the website in clear view, so this is not new information.

  Customer Answer

  Date: 04/26/2023

  Complaint: 19927908
  
  I am rejecting this response because:

  if I had any other brand of chair, I could literally go online today and order a new charger for it. That tells me that your requirement is unreasonable. Your attitude and unprofessional behavior is unacceptable. If I was able up get to the chair to do a video chat, I would, but I am not anywhere close to the chair and I do not have anyone who could do the video chat for me. So, basically I am out of luck so to speak because this company is on their high horse and refuses to assist their customers. I am in so much pain right now from having to push my manual chair around but they dont care. If I could return this chair after we are moved and unpacked, I would, but their return window is only 30 days. At this point I would buy ANY other chair on the market, only because of this companys poor business practices and their extremely rude behavior. They are the most uncompromising and uncaring people I have ever had the misfortune to deal with. I hope they are so very proud of themselves. I cannot help it that someone who was helping me move did not know that was an item I needed left out and I cannot help my parents not having a smart  phone to do a video chat. So basically I am stuck until I unpack and locate it. I would like to end this with the fact that my issue was NOT RESOLVED, unless they send me another charger, and that I will NEVER purchase another product from them. 

  Sincerely,
  ***********************

• Initial Complaint

  Date:09/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a $3000 wheelchair for a loved one from FoldandGoWheelchairs.com. Trying to work with their support team but being blamed for living in another state. Company based in *****, wheelchair sent to ******. My loved one has been without a working wheelchair for weeks. I have asked to speak to a supervisor but was denied this by an incredibly rude and unprofessional employee named ****************** serves disabled individuals and people who require mobility assistance. I have material concerns over the handling of our issu and similar concerns over how other customers may be treated. I am seeking assistance with locating leadership at this company and a quick resolution for my friend who has no wheelchair at this time. I am also contacting Americans with Disabilities to discuss my concerns.

  Business Response

  Date: 10/04/2022

  The actual chair owner who lives in ******, is not ********. The actual chair owner advised us on September 8th, after having the chair for a few months, that she was having trouble charging her chair. We proceeded immediately with a Video call September 9th, to determine her charging habits, and to see exactly how her chair was operating. Her batteries at that time were showing the full charge while her joystick wasnt showing the correct battery levels. We suggested during this Video call to have the joystick be shipped to us for testing at our cost. Unfortunately, during that Video call the actual chair owner said she didnt want to send the joystick back. A few days later, on September 13th, the actual chair owner contacted us and finally agreed to have the joystick shipped back for testing. She also included the charger in this shipment, and we emailed her a pre-paid label. Once we received the charger and joystick on September 19th, we tested both the charger and the joystick and found that the charger was faulty, so we sent her a new, fully tested replacement charger on September 20th at again no cost to the actual chair owner. Then, the actual chair owner called our service department September 27th, stating that the new charger also wasnt working, so we asked her to schedule another Video call so we could see what was now occurring with the chair. The actual chair owner scheduled a Video call for September 28th but did NOT show up to this Video call. We emailed her the link to reschedule this Video call, and we had another Video call with her on September 30th.  It was during this Video call, that the actual chair owner and the technician agreed to have the chair come back to us for testing and diagnostics.  We have now paid for the chair to be picked up and are waiting for its arrival for diagnostic testing. Once the chair is back here, we will diagnose it and call the customer about our findings.
  
  It is our normal procedure to have Video calls with people to determine what is possibly occurring with their chair. Most of the time, it is user error, however there are times when actual service is needed. It is always the last course of action to have the chair come back to us for repairs if we are unable to send them the solution. We feel that the least amount of time they are without their chair, the better. We also cannot control the speed of *** getting items to and from the actual chair owner in ****** and our service department here in *****.
  
  It is important to state again that ******** is NOT the actual chair owner, the actual chair owner is the person whom our service department has been speaking with throughout this whole entire process. What happens when a 3rd party gets involved, like ********, who is demanding and refusing to accept our repair process, is that they distort the facts because they are absent when any of the actual conversations are taking place. Plus, calling and demanding to speak to executives in our company because she wanted special treatment, is also unrealistic and unfair to anyone else that goes through the same process for repairs. We work to provide EQUAL service to all people no matter who they are, since we understand as people who use these chairs ourselves, what it is like to be without our chairs. We also strive to provide the best service we can and to do so in the most expedient way possible. As most people who are disabled know, even LOCAL dealers and repair shops can take several MONTHS to repair or get replacement parts for your chair. That is why we do everything we can, and as quickly as we can to get our customers chairs repaired.

• Initial Complaint

  Date:05/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fold N Go Wheelchairs advertises that you can have a video call to troubleshoot a problem as early as the following day. My Joystick speed button constantly beeps and will not move. I am in a bind in my home and I am unable to speak with someone regarding my issue until early next week. I am desperate to find help as I have an important engagement this Saturday. Please help me. I just need to ask 2 or 3 questions.

  Business Response

  Date: 05/31/2022

  ******, 

  The best way to receive service is by calling our company directly, not filing a BBB complaint. When filing a BBB complaint, you waste time when you can speak with a service technician by calling our service department directly. 

  In this case, we have already spoke with ******, received her joystick, and shipped her repaired joystick back to her. 

  FOLD & GO WHEELCHAIRS