ComplaintsforMobilis, Inc.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  a new control box is needed on this wheelchair, it is locked on the arm rest of the chair. It has been nine months that ******'s chair has been down. They have sent a repairman out stating it needs a new part, but no one brings the part. In the mean time ****** is just waiting in a broken chair. They keep saying the parts on back order.

  Business response

  10/25/2023

  This part had been ordered by his provider, Veteran's Affairs (VA). We are the company that provides the repair services for the VA. The joystick that came with his chair is on back order with no ETA. *** ******** is in a long line of power chair users waiting for this joystick as it has been on back order from Pride for at least 3 months. In an attempt to get his chair going, we are attempting to use another model of joystick. It will work but we still need to try to calibrate the motors. I understand that people are tired of Supply Chain issues, but no one is more tired of it than companies like ours that have to answer too many calls about the status of an order which keeps us from getting our work done. However, we would like the record to be complete and accurate. Our company diagnosed the part needed on September 6, 2023, the part was ordered by the VA on September 13, 2023 and we installed it on October 26, 2023. Because our company knows the exact joystick he needs has no ETA and that we have other orders that are waiting since July, we had the VA order the joystick that would work and is more available. It took one month to get it instead of at least 3 months. We still have to calibrate the motors which we have an appointment to go tomorrow, October 26th. If it does not fix the problem, we will have to order a motor. He just received this power chair new in March 2023. The wires were pulled out of the joystick due to end user but we were able to get them to qualify for warranty replacement, however, the VA agreed to pay for the joystick that was more readily available for *** ********. When we call him for an appointment to go to his house to repair the chair, he doesn't answer the phone. In addition, when we went there to repair the chair on October 23rd, he was in a loaner power chair that works and he was moving around the house easily in the chair. 

  He calls our office and yells at the people who answer the phone, does not give them an opportunity to address his concerns and then hangs up. If he continues to call the office and yell at the employees, we will have to refuse to work him and we do not make these decisions lightly. His daughter is very nice and tries hard to keep the peace and is the one we try to communicate with regarding appointments. He is very pleasant to the service technicians that have been to the house. However, we cannot tolerate that kind of behavior to the rest of the employees and we will not be responding or spending any more time on this. Please understand that we have a lot of people to get to daily, repair equipment that keeps them safe and independent, deliver and fit equipment and diagnose new problems. We try to provide the best service we can with the many different types of equipment and people that need our services. We cover all of Nebraska, Iowa and even go into the border states because there are not enough providers for this industry. I appreciate your efforts in keeping companies honest and looking out for the consumer.

   

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