Mobility Works

Dear Revdex.com,The following response below is authored by Jack M [redacted] the General Manager of our Farmingdale store location He and his team have decided to refund Mr [redacted] the $he asks for in the interest of good customer relations, however as the detail below explains, our team did everything correctly for Mr*** We have asked Mr [redacted] not to return to our locations since there seems to be several other outside influencers here that also do work on this vanMr [redacted] did visit us in the past with problems with his Braun lift (circa model) on his Chevy Express van Upon review we ascertained Mr [redacted] had a control board and wire harness failure The replacement was the sole basis for this since disputed charge and now the basis for yet another form of complaint with the Revdex.com I might add Mr [redacted] did not buy his van or the lift from Mobility Works When he first visited the front power door in fact never operated as it had been jerry-rigged Whoever installed the lift did so improperly as it rubbed against the doorIt is certainly customary to follow protocol and replace these items Braun only will warranty the replacement, not the year old initial board Mr [redacted] did return with yet another control board failure, Sam O [redacted] our technician, noted that the board failed again and contacted Braun who warrantied the repair thus standing behind the board replacementOnce again Mr [redacted] came back due to a board failure and Sam began to push Braun techs for other avenues that may have contributed to the board related issues In total, Sam spent unreimbursed hours with Braun troubleshooting this issue, as he did not accept the Braun initial intention to replace the board yet again Sam’s diligence and work ethic finally resulted in wiring issue being identified Wires were corroded, thus contributing to the frequent board issues Sam offered to replace the wires that his committed persistence revealed Mr [redacted] declined that and stated his brother owned a garage and he could do that Mr*** came in initially with a bad board, again, Braun will not pay for the initial board replacement, but will warranty the new replacement, this represents the charges Mr [redacted] insists he be reimbursed for Hypothetically, had we found bad wires at the time of the first visit, Braun would not have paid for a new board regardless This argument is moot, Mr [redacted] needed a new board The only discussions Craig had were cordial and the only response to Mr [redacted] denying the wire replacement was simply “if you choose to have your brother do the work, that is up to you” I might add I have never, ever, once heard Craig become argumentative, disrespectful, animated or loud with any clients in the years of my tenureIt would never be tolerated or condoned by me In fact, I have a book of unsolicited letters commending his behavior to augment the dozen or so direct client contacts memorializing clients “love for Craig’s caring and devotion” to their needs and intense desire to meet client expectations I am a hands on GM, I walk the store constantly, talk to clients taking everyone’s temperature of how me meet expectations I have a letter clearly displayed for the client to take a copy of offering if they should not be completely happy all they need do is ask for me, if for some odd reason we did not meetThe initial board had to be replaced, we followed proper protocol at all times, the client paid for this board, then attempted to block the credit card charge agreed to allegedly in good faith We therefore technically provided services when in fact the client intended to block the charge and receive the board for freeIt is said there are sides to a story, I am in firm belief that the above is the truthful version, there is no need to “spin” it, it is what it isI am completely confident in our customer handling, as well as our diagnostic and repair skills in Farmingdale

Good Morning,This customer's vehicle was indeed damaged by a tent that blew across the street during a storm from a restaurant that was holding an event The restaurant has said that they take full financial responsibility for the damage that occurred We are contacting our client to make arrangements to have the vehicle damage repaired and or paid for Troy M***, our interim General manager on site is taking care of this and will be in contact with our customer today, 10/31/David W***

Good Morning,This situation with Mr [redacted] van was already discussed and reviewed at the corporate level of MobilityWorks earlier this week It was a result of this review that MobilityWorks increased the offer to buy back the [redacted] van to $16,as a goodwill gesture toward our client We are very sorry for Mr [redacted] loss of his spouse so soon after purchasing the mobility van Our business works the same way as the retail automotive industry in that vehicles do depreciate the most in the first year or two of ownership leaving Mr [redacted] in a position where he owes more than the van is currently worth at wholesale value Our best recommendation at this point is for Mr [redacted] to retail sale the van himself to get the maximum value back and mitigate his loss Our offer still stands at this point if Mr [redacted] wants MobilityWorks to purchase the van back from him as long as the condition of the van and mileage stays in a similar state as it is now Again, our condolences go to Mr [redacted] and his Family over the loss of your loved one.Sincerely,David W***East Division Manager

The seat base was installed and returned to [redacted] on Thursday 5/4/by [redacted] our Certified Mobility ConsultantThe issues she had were waiting weeks for the base to come in and be installed which we did at no charge to herShe is waiting for her $Mobility Rebate from [redacted] which was resubmitted 5/1/She should have that from [redacted] in the next 2/weeksThis issue should be resolved as soon as [redacted] receives the resubmitted rebate from ***.David W***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Good Morning,This complaint is now resolved as evidenced by the attached email from the customer. If you have any questions please contact me.David W***

Good Morning,This customer's vehicle was indeed damaged by a tent that blew across the street during a storm from a restaurant that was holding an event.  The restaurant has said that they take full financial responsibility for the damage that occurred.  We are contacting our client to...

make arrangements to have the vehicle damage repaired and or paid for.  Troy M[redacted], our interim General manager on site is taking care of this and will be in contact with our customer today, 10/31/16. David W[redacted]

Good Morning,This situation with Mr. [redacted] van was already discussed and reviewed at the corporate level of MobilityWorks earlier this week.  It was a result of this review that MobilityWorks increased the offer to buy back the [redacted] van to $16,000 as a goodwill gesture toward our client. ...

We are very sorry for Mr. [redacted] loss of his spouse so soon after purchasing the mobility van.  Our business works the same way as the retail automotive industry in that vehicles do depreciate the most in the first year or two of ownership leaving Mr. [redacted] in a position where he owes more than the van is currently worth at wholesale value.  Our best recommendation at this point is for Mr. [redacted] to retail sale the van himself to get the maximum value back and mitigate his loss.  Our offer still stands at this point if Mr. [redacted] wants MobilityWorks to purchase the van back from him as long as the condition of the van and mileage stays in a similar state as it is now.  Again, our condolences go to Mr. [redacted] and his Family over the loss of your loved one.Sincerely,David W[redacted]East Division Manager

Dear Revdex.com,The following response below is authored by Jack M[redacted] the General Manager of our Farmingdale store location.  He and his team have decided to refund Mr. [redacted] the $1653.44 he asks for in the interest of good customer relations, however as the detail below explains, our team did...

everything correctly for Mr. [redacted].  We have asked Mr. [redacted] not to return to our locations since there seems to be several other outside influencers here that also do work on this van. Mr. [redacted] did visit us in the past with problems with his Braun lift (circa 2001 model) on his 2000 Chevy Express van.  Upon review we ascertained Mr. [redacted] had a control board and wire harness failure.  The replacement was the sole basis for this since disputed charge and now the basis for yet another form of complaint with the Revdex.com.  I might add Mr. [redacted] did not buy his van or the lift from Mobility Works.  When he first visited the front power door in fact never operated as it had been jerry-rigged.  Whoever installed the lift did so improperly as it rubbed against the door. It is certainly customary to follow protocol and replace these items.  Braun only will warranty the replacement, not the 15 year old initial board.  Mr. [redacted] did return with yet another control board failure, Sam O[redacted] our technician, noted that the board failed again and contacted Braun who warrantied the repair thus standing behind the board replacement. Once again Mr. [redacted] came back due to a board failure and Sam began to push Braun techs for other avenues that may have contributed to the board related issues.  In total, Sam spent  6 unreimbursed hours with Braun troubleshooting this issue, as he did not accept the Braun initial intention to replace the board yet again.  Sam’s diligence and work ethic finally resulted in wiring issue being identified.  Wires were corroded, thus contributing to the frequent board issues.  Sam offered to replace the wires that his committed  persistence revealed.  Mr. [redacted] declined that and stated his brother owned a garage and he could do that.  Mr. [redacted]  came in initially with a bad board, again, Braun will not pay for the initial board replacement, but will warranty the new replacement, this represents the charges Mr. [redacted] insists he be reimbursed for.  Hypothetically, had we found bad wires at the time of the first visit, Braun would not have paid for a new board regardless.  This argument is moot, Mr. [redacted] needed a new board.   The only discussions Craig had were cordial and the only response to Mr. [redacted] denying the wire replacement was simply “if you choose to have your brother do the work, that is up to you”.  I might add I have never, ever, once heard Craig become argumentative, disrespectful, animated or loud with any clients in the 3 years of my  tenure. It would never be tolerated or condoned by me.    In fact, I have a book of unsolicited letters commending his behavior to augment the dozen or so direct client contacts memorializing clients “love for Craig’s caring and devotion” to their needs and intense desire to meet client expectations.  I am a hands on GM, I walk the store constantly, talk to clients taking everyone’s temperature of how me meet expectations.  I have a letter clearly displayed for the client to take a copy of offering if they should not be completely happy all they need do is ask for me, if for some odd reason we did not meet. The initial board  had to be replaced, we followed proper protocol at all times, the client paid for this board, then attempted to block the credit card charge agreed to allegedly in good faith.  We therefore technically provided services when in fact the client intended to block the charge and receive the board for free. It is said there are 3 sides to a story, I am in firm belief that the above is the truthful version, there is no need to “spin” it, it is what it is. I am completely confident in our customer handling, as well as our diagnostic and repair skills in Farmingdale.

I am rejecting this response because: I was never contacted by Troy M[redacted] or David W[redacted] on 10/31/16. I did receive an email reply from Maryellen W[redacted] on 10/31/16 that Mobility Works would pay for the damage and I would receive a followup response on 11/02/16 with details and a timeline. It is now 11/04/16 and I still haven't received a followup email from Maryellen W[redacted], nor have I received an initial phone call or email from Troy M[redacted] or David W[redacted].I tried contacting Troy M[redacted] via phone today 11/04/16 at 2:50 pm and was told he was already out of the office. I asked to leave a voicemail and the receptionist forwarded me to another employee's voicemail, not Troy M[redacted]'s.At this point it's been 13 days since the my vehicle was returned to me damaged on 10/22/16. In that time I received one email from Lorie S[redacted] on 10/28/16 stating that "Unfortunately I was told by management that I have to have you take the matter up with [redacted]… I do apologize for the inconvenience." I then contacted my original sales representative Maryellen W[redacted] on 10/28/16 to state my displeasure with the response and she said she would look into it further. Later in the day she told me what Lorie S[redacted] had said and gave me information to contact [redacted]. At that point I called her to explain that I signed a form stating that my vehicle arrived undamaged and that Mobility Works was liable for damage to the vehicle while in Mobility Works' care and that I can't prove where the damage occurred, only that it happened while at Mobility Works and they were responsible. At that point she said there was nothing she could do. At that point I asked her for her General Manager's contact information.By 4 pm on 10/31/16 I still hadn't received the general manager's contact information so I email Maryellen W[redacted] again to ask where that information was and I receive an initial reply  that she was told Scott S[redacted] and Troy M[redacted] had already contacted me on 10/31/16, which they had not. I replied to her email asking if she had me confused with another customer, which she then replied that "I was misinformed or misunderstood and thought that someone had spoken directly to you." at which point she said that Mobility Works was working on paying for the damages as of 10/31/16.However, as I first stated, I was promised an update by 11/02/16 which I never received. I then tried to followup with Troy directly on 11/04 even though I was never given his contact information. So while I was promised by a sales person in an email the damage would be paid for on 10/31, I haven't received any further information and the statement from David W[redacted] was false, nobody had contacted me by phone.

The seat base was installed and returned to [redacted] on Thursday 5/4/17 by [redacted] our Certified Mobility Consultant.. The issues she had were waiting 6 weeks for the base to come in and be installed which we did at no charge to her. She is waiting for her $1000 Mobility Rebate from...

[redacted] which was resubmitted 5/1/17.. She should have that from [redacted] in the next 2/3 weeks. This issue should be resolved as soon as [redacted] receives the resubmitted rebate from [redacted].David W[redacted]