Additional Information for Access Mobility Equipment, LLC

BBB confirmed that Access Mobility Equipment, LLC had not obtained a necessary license from Board for Contractors . BBB encourages you to contact the following agency or agencies to confirm this information: - http://www.dpor.virginia.gov - 804-367-8511

On October 2 & 9 2018, BBB attempted to contact Access Mobility Equipment, LLC, regarding a pattern of serious complaints.  During the past 36 months, BBB has received 30 complaints alleging advanced payment for work not performed or products not delivered; specifically, stair lifts, wheelchair trailers, scooters, and various other mobility products.  The business failed to respond to 16 of those complaints, and 6 others were not resolved through BBB’s complaint process.  Complaints received by BBB allege the business collected advance payments ranging from $150 to $4,800, with an average of $2,500.

BBB notified Access Mobility Equipment, LLC about the pattern of complaints, specifically those regarding collecting payment in advance for work not performed, non-delivery of goods, and failure to communicate regarding returns and/or refunds.  BBB asked the business to voluntarily cooperate in eliminating the pattern by providing a written response outlining at least three specific steps it would implement in order to avoid similar complaints in the future. 

In addition to requesting cooperation from Access Mobility Equipment, LLC in resolving its complaint issues and the underlying causes, BBB requested general information including: copies of all shipping & refund policies; the names & full contact information of the business’ principal officers & responsible management; copies of its promotional and advertising materials; the physical address of its principal office; copies of required competency and/or tradesman’s licensing; and a completed BBB Standard Business Questionnaire.

To date (October 17, 2018), BBB has received no response to its requests for information nor has from Access Mobility Equipment, LLC responded to BBB regarding its pattern of complaints.  Certified mail sent to the business’ Thornburg, Virginia address has been delivered successfully by the U. S. Postal Service.

BBB has strong concerns about from Access Mobility Equipment, LLC’s business practices: specifically, seriousness of complaints received, its pattern of collecting large advance payments and failing to deliver services or failing to refund in a timely manner; its failure to address the underlying causes of those complaints, and its lack of transparency.  Additionally, BBB is unable to verify any contractor’s or tradesman’s licensing that may be required for services such as stair lift installation.  BBB urges consumers to use extreme caution based on the business’ complaint activity and lack of responsiveness.