ComplaintsforGo Mobility
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Complaint Details
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Initial Complaint
06/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a 3-Wheeled, Front Wheel Drive mobility scooter from Go Mobility. I needed support for changing a flat tire and contacted Go Mobility who had their EWheels Support Advisor contact me. Neither company offered the support I needed, I'm being ignored, abandoned and I cannot repair or send out to repaired a scooter with a restrictive motor cable attached to a 125 lb. machine. I cannot even begin to paint an accurate picture with a ***********************************************************************************pdf format.1) I want the support I have been denied to disconnect the motor cable so I can fix or have my scooter fixed. 2) Because of the neglect to provide support the rim broke apart and I'm told I need to pay hundreds of dollars for a new, complete wheel assembly because the motor is built into the rim. I will not be doing this. It's not my fault for the design flaw of EWheels, I won't pay for parts I don't need or want such as another motor and motor cable. I may be willing to extend a goodwill effort by paying for what a 13" rim, without motor and cable would cost.Please help me, my scooter is on the floor in pieces with no support. I think they just want me to go away and that's why they avoid me. I'm in my 70s in failing health and really need my scooter due to my inability to walk even short distances. I don't need this aggravation and would just go out and buy a different scooter from a different supplier but I can't afford to. Please Help Me!Business response
07/13/2022
Dear Mr. ************************************ have your reviewed the full history of the complaint you submitted, and understand the situation and how frustrating this must be for you. I have reached out to the director of operations at E-Wheels, so he is made personally aware of your situation and we get you the support you need, namely, to receive detailed, accurate instructions as to how to remove the motor cable form the front tire. Additionally, I understand the support you did receive from the support tech at E-Wheels may have contributed to the damage to the rim. Therefore, we will cover the cost in full plus shipping to you for a new replacement of the rim/motor assembly. Lastly, I will prioritize getting you the proper information for disconnecting the motor cable.
Sincerely,
***************************
Customer response
07/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
11/25/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been trying to get a replacement battery for my Dad's scooter for over a month now. I called them after 2 weeks to find out when they were going to ship the battery and they said, "Oh we need more information" but had not bothered to call me in order to get that info despite having my phone number. When I called again, they said they shipped it, but the package only had the spare keys and remote I ordered, no battery. After calling to ask where the battery was (through voicemail only because they don't answer the phone or return calls) they then sent the wrong item and will not answer the phone or call me back. This battery is $578 and apparently has to be replaced approximately every 3 years. The $2500 scooter which was purchased two years from Go Mobility through Amazon is useless without the battery and the battery cannot be purchased from another vendor as it is specific to this scooter. Not to mention Go Mobility Online has had my $578 for 6 weeks now with me having no battery and no use of the scooter for my dad who has mobility problems! Note: Eric Heckt, in particular, does not do anything to help the customer and will not answer my calls or return my voicemails! Note attached pictures show my order and the package that came with the wrong item (which I had to sign for) and a copy of the email I sent to Eric Hecht about the incorrect item.Business response
12/07/2021
To Whom This May Concern,
The battery was shipped out to the customer back on November 22nd via UPS. We emailed the customer on November 23rd, providing her with the UPS tracking number, and the battery was delivered to her on November 27.
Customer response
12/07/2021
Better Business Bureau:
Although I never received a tracking number, I have now received the battery. This issue is now closed.Sincerely,
****** *********
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.