Reviews

Review Details

• Review fromChip A

  Date: 01/20/2024

  5 stars

  Chip A

  Date: 01/20/2024

  I stumbled across the BBB page for this wheelchair company when getting info to refer them to.We bought a fold and go for our son who has Cerebral Palsy. The chair has been better than advertised and their service the one time we had a an issue was handled great.My son **** uses his wheelchair daily. The batteries have been incredible. The charge for us lasts longer than advertised. We also dont over charge it. We do have to tighten the arms up from time to time but that doesnt take away from the chairs performance.Our Fold and Go has allowed my some the freedom to explore and hang out with his friends! Thanks Fold and Go!

  Fold & Go Electric Wheelchairs®

  Date: 02/05/2024

  Dear ****,

  Thank you for your review and your kind words about your experience with our company and your son's chair. We are so excited to hear about the freedom our chair has given your son to explore and hang out with his friends. We appreciate you taking the time to leave a positive review on our BBB account. Thank you for your continued business. 

   

• Review fromJANIS L

  Date: 11/22/2023

  1 star

  JANIS L

  Date: 11/22/2023

  My issue is now resolved through much effort of phone calls, emails, *** Package Investigation, AFFIRM and disgruntled and unprofessional employees of FOLD&GO (merchant). I ordered my chair 10/27, the merchant estimated delivery w/i 5-7 b/days. *** notified me it would be delivered on 11/03 -- nothing rec'd. I called the merchant the next week and was advised that "they had done their part in preparing the order" and now *** was on the hook for delivery. Over the course of the next few days (turned into weeks) multiple attempts to converse w/merchant were peppered with over talking me, arguing, condescending and downright disrespectful behavior. No, they would not send me a replacement, small company, wasn't financially feasible. No, there wasn't more they could do, it was all in ***' hands. They stated they had started an "*** investigation" from their end, when I inquired the status, I was told the person was unavailable to talk to me and that call ended with a command to "WAIT" for my order or for ME to f/u with ***. The merchant was done. I sent emails to them to detail this debacle. So, I opened a *** investigation on my own. *** stated that prior to my call no other investigation was on file. Hmmm??? This all came to a head when my first installment to AFFIRM was due in 7-9 days. On a fixed income I have no additional funds to outlay for things I've ordered and not rec'd. I called *** they suggested to f/u w/merchant to request a refund. Next, I contacted AFFIRM (great customer service) and was advised the same. I sent an email to the merchant, requesting full refund due to non-delivery, I provided a copy to AFFIRM. Surprisingly, I rec'd a text from the merchant refunding my order in full. And, AFFIRM quickly followed to credit my account to $0. I believed in their mission/vision and care to first responders/vets (I'm a vet). However, the abusive, degrading, and unprofessional service is unacceptable. Less than one star rating.

  Fold & Go Electric Wheelchairs®

  Date: 11/30/2023

  Dear BBB,
  We appreciate the feedback that ***** has given us in regard to her experience purchasing one of our chairs. It is extremely rare, but there are situations like hers where shippers like *** may lose the product prompting us to file an investigation. We understand the frustration that ***** had during this process and the disappointment in *** losing her chair order.  
  
  On November 6th, ***** advised us that *** had given her an arrival date, and that date kept changing without notice and without delivery.  We humbly apologized that *** did not do their job with excellence, and that we would file an immediate investigation with *** to find out where her package was. Even with our apologies for ***s lack of professionalism ***** still proceeded to blame us for *** losing her order. We even tried to reassure her that we would get with our personal *** corporate representative to have them locate the package, and that we would get back with her as soon as possible. ***** also asked us to give her our corporate representatives personal phone number, which is not only against *** policy, but also our business ethics, and completely unfair to our *** representative to unleash a customer that is extremely upset. We again tried to reassure ***** that we would work to get her chair delivered as soon as possible.
  
  After the initial contact with *****, our warehouse staff began immediately to attempt to locate the package that *** had lost. We had warehouse staff working every day to locate this package while working directly with our personal corporate *** representative. What is hard to convey to people is the time it takes to remedy these kinds of situations. It never means that we arent working on it every day, it just takes time to locate people where the package originated when picked up from our facility, what trucks it was placed on, what hubs it traveled through and where it ended up when it was mis-sorted and lost.  *** is a billion-dollar company, so this kind of investigation takes time. Please note that we dont ship out replacement product to the same hubs that have lost the original package. That is why we work diligently with *** to locate the package and get it re-routed to its delivery address. Normally, this process only takes a few days. Unfortunately, in the extremely rare situation with *****, the investigation ended up taking long than expected.
  
  During this process of investigation, it can be frustrating for customers like ***** who can become combative which can cause tempers to arise. It can also be difficult for our representatives to take endless attacks by upset customers like ***** even when the customer has every reason to be upset.  Just remember that our representatives are human beings that when being lied to, berated, yelled, and cussed at, and ultimately blamed for a situation out of their control, these representatives may become defensive and argumentative to get the customer to stop attacking them. That is also why we record ALL conversations, so that we can work to train our employees on how to handle situations better when tempers arise. Anyone in the service industry understands that customers still have the mentality that, the customer is always right, or that they have the right to use their anger to destroy the person that answers the phone. Then when our employees stand up for themselves, they are considered disrespectful, argumentative, and unprofessional.
  
  Ultimately, we work each and every day to get our products out quicker than any of our ***** competitors, by getting our products in the hands of our shippers within 1 to 2 business days of the date of order. We CANNOT control our shipments once they are in the hands of our shippers. We NEVER denied ***** a FULL refund once her shipping ordeal began. In fact, upon her request for a full refund, we immediately processed it.  Even though, we do not have the product, and *** has not refunded us for the missing package.

• Review fromRobert F

  Date: 11/02/2023

  1 star

  Robert F

  Date: 11/02/2023

  This actually hurts my heart to make this review, but here goes. I did not read the "fine print", like I should have, for the ********* chair I purchased for $2,978.95.I had such high hopes. Perhaps naively, I thought there would be no reason to return the *********, so did not read the "fine print" on returns, BEFORE purchasing! I weigh 255, well under the advertised weight limit. From the get go, the chair made a grinding sound. It was so loud, I stopped using it until I talked to a rep., thinking it was defective. It also "jammed" up, and would not do tight turns at all. I've had power chairs for over 15 years. In short it basically underperformed. I was told this is what to "expect" from a light-weight portable power chair. (The next day I rented, and used a 3 wheeled scooter for a week, that performed perfectly.) BEWARE, when we returned the chair, in perfect condition, the total charges added up to $573.95!!! I do feel that the chair can be re-engineered, but "as is", I would not recommend it to anyone. I loved the fact that the company is run by "mobility impaired" employees. I would gladly have paid to ship it back because I was unsatisfied, but feel the 10% restocking fee, added to the $200 shipping, as well as not refunding or accepting back ANY accessories (a cup holder) as totally unfair. For anyone in the market, I would HIGHLY recommend renting whatever product they are interested in, and/or test driving one first. Their "policies", though advertised on their website under returns were to my mind, unnecessary, if the product worked. Worse, I suspect they have a lot of returns, which is why they charge so much.BUYER BEWARE!!!

  Fold & Go Electric Wheelchairs®

  Date: 11/09/2023

  ******,
  Thank you for taking the time to give us feedback on your experience. We understand that our chairs do not work for everyone, however, it is important to determine the validity of your claims.
  
  As chairs users ourselves, please note that we wouldnt claim that our chairs perform the way they do, if they didnt. Even with your 15 years of experience, your knowledge for different types of chairs can be minimal since our chars are different from others on the market. The grinding noise you heard, was because you were limiting the motors by putting the speed too low. As a person that weighs 255, by turning down the speed, you were turning down the capacity of the motors to where the chair couldnt turn or move correctly which is why you heard a growling or grinding type of noise. It is like driving your truck in 1st gear all the time. That is why we always tell customers to not use the speed limitations on the joystick, because you can control the speed 100% by just using the joystick without putting limitations on the motors. Each time you turn down the speed, you remove 20% capacity of the motors. It is solely for this reason that your chair was unable to perform to its full potential. We even offered you driving tips through the FREE video chat you had with one of our technicians. The technician was able to confirm that the chair was working properly during this video chat, and that you had needed driving tips so you could use the chair properly. Had you taken the advice of the technician, and just took the time to learn to drive the chair you would be enjoying the chair like the ****** other chair owners we have all over the world. It takes time to get to know new technology and new chairs. Plus, the fact that you feel a 3-wheel scooter drives better, lets us know that you clearly prefer a steering column rather than a joystick. That information alone confirms why you werent able to drive our chair properly.
  
  As for our return policy, it has been the same for over 10 years and it is within the industry standard for online returns of medical equipment. Our return policy is also readily available to every single person that places an order. That is why the sales representative asked you if you had read the warranty, the returns, and the terms and conditions pages before we took your phone order. Had you really read the returns page, you would have known the costs that are associated with returns. Plus, you also were trying to circumvent return protocols by just shipping the chair back without return authorization. Had we wanted to charge you more for your return, we wouldnt have cautioned you as we did about the additional penalty charge for non-authorized returns. As a company with integrity, we even made sure to have you go through the correct return protocols, so you wouldnt have been charged extra return fees.  Again, had you really read the Returns page, you would have known how to return your chair properly, and the costs associated with the return prior to purchasing the chair.
  
  As a company that is full of disabled people that create these products for our disabled community, we take offense to your claims about the chairs we have created and easily use each and every day.  Ultimately, for you it was easier to return a product than attempt to learn it. It was also easier to complain about protocols after they were enforced when you hadnt read them. Those of us that use these chairs are so thankful for what they have done for our lives and the freedom they provide. By stating, Buyer Beware, please note that you are clearly falsifying not only the truth about our chairs, but also about our companys integrity.  

• Review fromLinda B

  Date: 10/30/2023

  1 star

  Linda B

  Date: 10/30/2023

  Would not recommend this company. This company has a policy of only selling accessories to purchasers of their wheelchairs. This is discriminatory to the handicapped. Im thinking that is illegal. I only wished to purchase a $25 strap. Their response was nonsense about parts not fitting other vendors products. Were talking about a STRAP that I assure you would fit. I wasnt going to place this review but then I read other reviews / complaints and the condescension in the business replies , I suggest Read reviews before dealing with this company.

  Fold & Go Electric Wheelchairs®

  Date: 10/31/2023

  BBB, 

  As people that not only sell our products but also use our products, we know firsthand what we need personally and how to design our products for our disabled community. We purposely create CUSTOM accessories and parts for our chairs. This means that our parts and accessories are ONLY compatible to our electric wheelchairs. That is why we state on the top of the Replacement Parts and Accessories pages located on our website, that you MUST own one of our electric wheelchairs. It is like going into Apple, and asking them for ******* or Android phones or accessories and then getting angry that they won't sell you an Apple accessory for your ******* phone. 

  As a company located in *****************, with over ****** clients all over the world, we work to provide our current and future clients with the best accessories and electric wheelchairs on the market. We have people trying daily to purchase our accessories or replacement parts for their electric wheelchair that they purchased from one of our ***** competitors. We have no desire to be a warehouse or parts dealer for our ***** competitors. Yet people get angry with us because our products are CUSTOM, and ONLY available to our clients. Instead, why aren't they angry with the companies that are selling electric wheelchairs without parts or better accessories? 

  We are competing with chairs from ***** every day and dealers or individuals that are able-bodied who don't know what it is like to be disabled and need an electric wheelchair. Yet people in our disability community are purchasing electric wheelchairs from these people. Then when their chair breaks due to substandard materials and design, or if they need a specific accessory, they come to us demanding assistance. Ultimately, when we say "no", we get complaints like *****'s saying that we are discriminative. 

  It is completely unfair to be called discriminative when we are protecting our patented designs and custom products that ONLY fit our CUSTOM, and PATENTED designed electric wheelchairs. 

• Review fromAshley S

  Date: 05/04/2023

  1 star

  Ashley S

  Date: 05/04/2023

  Lets start by quoting the owner, *************************, "It is her passion to help others be more independent and mobile that drives our company to produce the best product and offer AMAZING customer service to EVERY SINGLE CUSTOMER."This being the same owner I had a video call with on Tuesday, May 2nd. The same owner that interrupted me, yelled at me, & then hung up on me. She REFUSED to help me because I had not yet purchased a chair from her company. Sadly after that call, I will never purchase a chair. The chair I have was given to me by a non-profit for my 7-year-old son, who is missing 3 of his 4 limbs, needed a spare ***************** would not cover a second chair. Its not her brand of chair but has the same joystick.I found the buttons on her site & made an appointment after reading how this company was inclusive & ran by people in wheelchairs. I thought to myself, "surely they might be able to assist me in trying to find these $20 buttons so my baby can be independent at school again." Boy, how wrong I was. This lady had me crying on a Zoom call because of how rude, un-assisting & hateful she was. She wouldn't take any time to listen or help me DESPITE what she preaches on her website. She wouldn't listen. You would think of all people she would understand how FRUSTRATING this world is for anyone in a wheelchair based on her life story on the webpage. I am leaving this review because I was appalled at her behavior. ************************* class, empathy, & compassion. All I needed was someone to listen, possibly sell me a $20 part, or maybe provide assistance/suggestions/ideas on how to obtain those $20 buttons. Instead, I was given terrible customer service by a disabled, woman-owned, small-business owner. Its a shame she claims to represent the special needs yet refused to help.As a Special Needs Educator, I have seen a lot of ill-mannered individuals, but ******* takes the cake. *******, I pray that you find peace because that hate you give is ruthless.

  Fold & Go Electric Wheelchairs®

  Date: 05/08/2023

  BBB,First and foremost, we are always available to our customers to make sure that they get the needed accessories or parts for their FOLD & GO WHEELCHAIRS. It can be difficult when assisting other people that DO NOT have one of our chairs with their repair needs. As our Service Page states, we service and repair our customers chairs. We even state on different pages of our website that our accessories and parts are, available exclusively to people that own our FOLD & GO Wheelchair. Even with this information all over our website, ****** still chose to schedule a Video chat with one of our technicians for her NON-********* Wheelchair. At the beginning of the Video chat, our technician advised ****** that they were unable to locate a chair order for her. The technician was also able to see that ****** did not have her chair present for the video chat. Please note that our service page states that we will be examining the entire wheelchair during the video chat, and all the confirmation emails that were sent to ****** about the video chat also stated that the chair MUST be present for the video chat. It was at this point that ****** first advised the technician that she did NOT own one of our chairs. Our technician then referred ****** back to the company that she had purchased the chair from for the replacement part she needs. Our technician also advised her that just because our parts look similar, they are NOT the same and she needs to contact the company that she originally purchased the chair from for the replacement part she needs. It is like going ******* and asking for Apple parts, just because the parts look similar, they are CUSTOM to the product they are specially designed for. Sadly, no matter how many times our technician advised ****** that we were unable to assist her with her Non-********* Wheelchair, she kept insisting that we sell her a part that wont work for her chair. With each repeated insistence from ****** on us selling her a part that would NOT even work for her chair, her crying, yelling, and hysterical behavior escalated. She even tried using her child to guilt our technician into selling her a part that wont work for her chair. The technician tried at first to be helpful but after numerous attempts to give her the same advice, our technician had to become less sympathetic and more impolite since ****** was refusing to listen. Our technician even advised her over and over that they were going to end the Video chat while ****** kept insisting that we send her a part that wont work for her chair. Unfortunately, our technician had to hang up on ****** because she was hysterical, yelling, and still not listening to anything our technician was advising her. Our accessories and parts are CUSTOM made for our chairs. They may look similar to other chairs on the market, however, they are NOT the same. We cannot help that ****** refused to listen to our technician and was ultimately hung up on. She needs to go back to the company that she purchased the chair from for the correct part needed for her chair.