Vantage Mobility International

We were able to send a technician to meet Ms. [redacted] at here home and tested the conversion, computer and electrical system. We checked all the function buttons for proper operation as well as the remote. We cycled tested the system several times with her there to ensure it was acceptable to her.  We also had the opportunity to explain the Sure Deploy back-up system should she ever need it. We returned the vehicle back to Ms. [redacted] and as the technician was getting ready to leave, she told him she was satisfied VMC had addressed her concerns.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The probems with the kneel down have not been resolved.  Still waiting for them to call me with a time to come out.

Regards,

On June 15th 2015 VMI Mobility Center received a call from [redacted] in reference to a concern she had about the kneeling system (Powerkneel) not functioning properly on her recently purchased VMI Van.  It was explained that VMI Mobility Center offers all of its customers 24 hour emergency...

phone support. This is provided 365 days a year without cost to the customer. VMI Mobility Center does not usually offer a pick-up and drop off service. Her concern was then elevated from the service manager to my desk. I made the decision to pick up [redacted]’s van as she is a valued customer of VMI. I explained to [redacted] that we would need the van for a day or two to facilitate the repairs. It was at this time that I asked if she required a rental and [redacted]’s response was that if the vehicle were to be delivered to her home within the two days she would NOT need a rental.We replaced the entire PowerKneel actuator assembly to ensure the kneeling issues she had with the vehicle were corrected under manufacturer’s warranty. At the same time she had a developed an issue with her flooring so we also were able to address that as well by replacing her ‘Dura-floor’ rubber flooring at no cost to [redacted] as it also was a covered item under the manufacturer’s warranty.At that time we offered [redacted] a complementary Manufacturer recommended preventive maintenance valued at $149. This was done as a courtesy for the time [redacted] was without her van. I have spoken with [redacted] recently and from my understanding these issues have been resolved to her satisfaction. Please feel free to contact me with any questions or feedback. We at VMI/VMC value  [redacted]  as loyal customer and appreciate the opportunity to address her concerns.

Review: I purchased a new van 5 months ago, paid cash $60,000. I had previously had a Honda 2006 and had 6 years of continual problems with it. I am permanently disabled and can not walk at all. The van ramp/kneeling system failed last week two times leaving me stuck, unable to drive. I can no longer set any appointments, vacation, meetings, as I don't know if I'll be stuck again. I have no way to get home when this happens, there aren't any handicap vans available, and I drive with my electric wheelchair. VMI, wants me to drive it down to be fixed, I can't drive it because of the failing system. I feel that they should come and get it, as I've only had it 5 months and they should provide me with a loaner vehicle. I have no other vehicle to drive, again this is probably a intermittent problem and I will be stuck again everywhere, unable to leave the car. I must have a consistent working car. This is what I paid for and why it's so expensive.They don't appear to know how to make a working conversion. I had been stuck in my other car during the 6 years over 80 times., that I had it. They talked me into getting a new car, which I did, because they could never fix the Honda. After the first year they admitted that the computer was missing a part. This is abuse of the disabled, and unacceptable. I've tried to work with them all on my own part, me towing it down or driving an hr each way, for them to try to fix my car. I am not doing this with a brand new Toyota. I am asking them to have it towed at they're expense and for them to tell me that I should be happy that it worked for 5 months in ridiculous. Also the flooring is already coming up. The conversion was over $22,000. They are a company that is suppose to work solely with the disabled to keep us mobile I don't understand why you have no complaints, as there are complaints all over the internet. I want something done, as I'm now stuck at home, unable to get groceries, go to my drs., to assist with my family obligations and physical therapy.Desired Settlement: This is my life line, I have no way of getting around and for $60,000, they need to take care of this problem. They are fully aware of how this affects those of us that require this type of vehicle, to remain independent. This car is my legs.

Business

Response:

On June 15th 2015 VMI Mobility Center received a call from [redacted] in reference to a concern she had about the kneeling system (Powerkneel) not functioning properly on her recently purchased VMI Van. It was explained that VMI Mobility Center offers all of its customers 24 hour emergency phone support. This is provided 365 days a year without cost to the customer. VMI Mobility Center does not usually offer a pick-up and drop off service. Her concern was then elevated from the service manager to my desk. I made the decision to pick up [redacted]’s van as she is a valued customer of VMI. I explained to [redacted] that we would need the van for a day or two to facilitate the repairs. It was at this time that I asked if she required a rental and [redacted]’s response was that if the vehicle were to be delivered to her home within the two days she would NOT need a rental.We replaced the entire PowerKneel actuator assembly to ensure the kneeling issues she had with the vehicle were corrected under manufacturer’s warranty. At the same time she had a developed an issue with her flooring so we also were able to address that as well by replacing her ‘Dura-floor’ rubber flooring at no cost to [redacted] as it also was a covered item under the manufacturer’s warranty.At that time we offered [redacted] a complementary Manufacturer recommended preventive maintenance valued at $149. This was done as a courtesy for the time [redacted] was without her van. I have spoken with [redacted] recently and from my understanding these issues have been resolved to her satisfaction. Please feel free to contact me with any questions or feedback. We at VMI/VMC value [redacted] as loyal customer and appreciate the opportunity to address her concerns.