Performance Mobility

We were able to make an adjustment to Mrs. [redacted]'s van and fix the issue she was having. Thank you,  Robert G[redacted]

November25, 2014 Towhom it may concern   [redacted] had his [redacted] with a [redacted] wheelchair conversion towed toPerformance Mobility on Monday, October 13, 2014, after speaking with one ofour Service Technicians.     In atelephone...

conversation with [redacted], our Service Manager, on Tuesday,October 14, 2014, [redacted] indicated that we did not have any service appointmentsavailable and agreed to look at the [redacted] at the first opportunity.  [redacted] detailed the following problemswith the vehicle: ·       Wheelchairramp motor runs randomly (Repair needed: New switchfor dash console).·       Passengerfront and rear doors out of alignment, won’t close all the way.([redacted] stated the problem occurred at the local [redacted] when he had it infor service)                                     (Repairnee...⇄ Front door hydraulic cylinder bracket was bent, straighten and re-weld andalign both doors).·       RainTracker (automatic windshield wiper sensor) activates randomly.                          (Repair needed: Unit needs to be replacednot serviceable)·       Wheelchairramp drifting into the doors.                                     ...⇄ needed: Wheelchair ramp gasshock worn out, needs to be replaced) On theafternoon of October 15th, [redacted] contacted [redacted], ourGeneral Manager, and expressed his displeasure with [redacted], the ServiceManager.  Unfortunately there was amisunderstanding in the original contact with Performance Mobility and it wasnot apparent to [redacted] that the prior bookings in the Service Departmentprevented immediate attention to the [redacted] 
[redacted] apologized to [redacted] for the miscommunication andagreed to look into the situation.  [redacted] owns an extended service agreement policy with [redacted] Automotive.  Performance Mobility submitted a claim forthe values of the repairs on behalf of [redacted]. After a full day of backand forth on the phone to get authorization,[redacted]only approved payment for replacing the switch for the dash, all of the otherrepairs were denied.  After securing[redacted] approval, the authorized work was completed and the vehicle was readyfor pick up on Friday afternoon October 17th.   Wewent over the rest of the repairs with [redacted] and at that time herequested that we limit the repairs to the alignment of the doors and repair tothe hydraulic bracket. We explained the importance of the gas shock to stop thewheelchair ramp from drifting out and hitting the doors but [redacted] askedus to reinstall the original worn out shock.  [redacted] picked up the [redacted] on Wednesday,October 22nd. OnThursday, October 30, 2014, [redacted] called [redacted] and explainedthat the ramp had hit the door panels and frayed his rear shoulder belt andrear door was shutting too hard. [redacted] stated that the cause of the problem isthe worn out ramp shock which needed replacement and he informed [redacted]that we would replace the door panels and the shoulder belt, but if this damagereoccurs, we could not keep replacing the door panels and shoulder belt sincethe root cause of the issue (worn ramp shock) was not being addressed.  Inorder to resolve the complaint, Performance Mobility has been in contact with[redacted] since early November and recently offered to replace both doorpanels, the shoulder belt and the worn out ramp shock at no charge and adjustthe rear door at no charge to [redacted]. We offered to complete the repairs prior to Thanksgiving and theAguirre’s have elected to return for service during the first week of December,2014.  PerformanceMobility has been in the valley for 25 years serving the automotivetransportation needs of thousands of individuals with disabilities and limitedmobility. We understand the importance of their specially adapted vehicles andthe importance of mobility in their lives and always work diligently to returnour customer’s to mobility at the earliest opportunity.  Weagain apologize to Mr. and [redacted] and hope this will regain theirconfidence in Performance Mobility. Sincerely,  
[redacted] GeneralManager

November25, 2014 Towhom it may concern   [redacted]

[redacted] had his [redacted] with a [redacted] wheelchair conversion towed toPerformance Mobility on Monday, October 13, 2014, after speaking with one...

ofour Service Technicians.     In atelephone conversation with [redacted], our Service Manager, on Tuesday,October 14, 2014, [redacted] indicated that we did not have any service appointmentsavailable and agreed to look at the [redacted] at the first opportunity.  [redacted] detailed the following problemswith the vehicle: ·       Wheelchairramp motor runs randomly (Repair needed: New switchfor dash console).·       Passengerfront and rear doors out of alignment, won’t close all the way.([redacted]

[redacted] stated the problem occurred at the local [redacted] when he had it infor service)                                     (Repairnee...⇄ Front door hydraulic cylinder bracket was bent, straighten and re-weld andalign both doors).·       RainTracker (automatic windshield wiper sensor) activates randomly.                          (Repair needed: Unit needs to be replacednot serviceable)·       Wheelchairramp drifting into the doors.                                     ...⇄ needed: Wheelchair ramp gasshock worn out, needs to be replaced) On theafternoon of October 15th, [redacted] contacted [redacted], ourGeneral Manager, and expressed his displeasure with [redacted], the ServiceManager.  Unfortunately there was amisunderstanding in the original contact with Performance Mobility and it wasnot apparent to [redacted] that the prior bookings in the Service Departmentprevented immediate attention to the [redacted] 

[redacted] apologized to [redacted] for the miscommunication andagreed to look into the situation.  [redacted] owns an extended service agreement policy with [redacted] Automotive.  Performance Mobility submitted a claim forthe values of the repairs on behalf of [redacted]. After a full day of backand forth on the phone to get authorization,[redacted]only approved payment for replacing the switch for the dash, all of the otherrepairs were denied.  After securing[redacted] approval, the authorized work was completed and the vehicle was readyfor pick up on Friday afternoon October 17th.   Wewent over the rest of the repairs with [redacted] and at that time herequested that we limit the repairs to the alignment of the doors and repair tothe hydraulic bracket. We explained the importance of the gas shock to stop thewheelchair ramp from drifting out and hitting the doors but [redacted] askedus to reinstall the original worn out shock.  [redacted] picked up the [redacted] on Wednesday,October 22nd. OnThursday, October 30, 2014, [redacted] called [redacted] and explainedthat the ramp had hit the door panels and frayed his rear shoulder belt andrear door was shutting too hard. [redacted] stated that the cause of the problem isthe worn out ramp shock which needed replacement and he informed [redacted]that we would replace the door panels and the shoulder belt, but if this damagereoccurs, we could not keep replacing the door panels and shoulder belt sincethe root cause of the issue (worn ramp shock) was not being addressed.  Inorder to resolve the complaint, Performance Mobility has been in contact with[redacted] since early November and recently offered to replace both doorpanels, the shoulder belt and the worn out ramp shock at no charge and adjustthe rear door at no charge to [redacted]. We offered to complete the repairs prior to Thanksgiving and theAguirre’s have elected to return for service during the first week of December,2014.  PerformanceMobility has been in the valley for 25 years serving the automotivetransportation needs of thousands of individuals with disabilities and limitedmobility. We understand the importance of their specially adapted vehicles andthe importance of mobility in their lives and always work diligently to returnour customer’s to mobility at the earliest opportunity.  Weagain apologize to Mr. and [redacted] and hope this will regain theirconfidence in Performance Mobility. Sincerely,  

[redacted] GeneralManager

Review: I took my car in a [redacted] in to Performance Mobility on issues with wipers and accessible door issues under an extended warranty with [redacted].

[redacted] Service Manager was rude and nasty. It took him 2 days just to look at the car and said I should have called 2 weeks in advance to be seen sooner?

It took him over 5 days to fix my car, when we got it home the door opened up and was not adjusted right and it tore the seat belt and broke my map pocket and destroyed the door.

[redacted] said he would repair the door but it would take 2 weeks to get time to look at my car and refused to readjust the door he had damaged and its closing so hard its going to break the glass!Desired Settlement: To fix my car, fix my seat belt and replace the door panel he ruined. Then to apologize for being so rude and unprofessional!

Business

Response:

November25, 2014 Towhom it may concern [redacted]

[redacted] had his [redacted] with a [redacted] wheelchair conversion towed toPerformance Mobility on Monday, October 13, 2014, after speaking with one ofour Service Technicians. In atelephone conversation with [redacted], our Service Manager, on Tuesday,October 14, 2014, [redacted] indicated that we did not have any service appointmentsavailable and agreed to look at the [redacted] at the first opportunity. [redacted] detailed the following problemswith the vehicle: · Wheelchairramp motor runs randomly (Repair needed: New switchfor dash console).· Passengerfront and rear doors out of alignment, won’t close all the way.([redacted]

[redacted] stated the problem occurred at the local [redacted] when he had it infor service) (Repairneeded: Front door hydraulic cylinder bracket was bent, straighten and re-weld andalign both doors).· RainTracker (automatic windshield wiper sensor) activates randomly. (Repair needed: Unit needs to be replacednot serviceable)· Wheelchairramp drifting into the doors. (Repair needed: Wheelchair ramp gasshock worn out, needs to be replaced) On theafternoon of October 15th, [redacted] contacted [redacted], ourGeneral Manager, and expressed his displeasure with [redacted], the ServiceManager. Unfortunately there was amisunderstanding in the original contact with Performance Mobility and it wasnot apparent to [redacted] that the prior bookings in the Service Departmentprevented immediate attention to the [redacted]

[redacted] apologized to [redacted] for the miscommunication andagreed to look into the situation. [redacted] owns an extended service agreement policy with [redacted] Automotive. Performance Mobility submitted a claim forthe values of the repairs on behalf of [redacted]. After a full day of backand forth on the phone to get authorization,[redacted]only approved payment for replacing the switch for the dash, all of the otherrepairs were denied. After securing[redacted] approval, the authorized work was completed and the vehicle was readyfor pick up on Friday afternoon October 17th. Wewent over the rest of the repairs with [redacted] and at that time herequested that we limit the repairs to the alignment of the doors and repair tothe hydraulic bracket. We explained the importance of the gas shock to stop thewheelchair ramp from drifting out and hitting the doors but [redacted] askedus to reinstall the original worn out shock. [redacted] picked up the [redacted] on Wednesday,October 22nd. OnThursday, October 30, 2014, [redacted] called [redacted] and explainedthat the ramp had hit the door panels and frayed his rear shoulder belt andrear door was shutting too hard. [redacted] stated that the cause of the problem isthe worn out ramp shock which needed replacement and he informed [redacted]that we would replace the door panels and the shoulder belt, but if this damagereoccurs, we could not keep replacing the door panels and shoulder belt sincethe root cause of the issue (worn ramp shock) was not being addressed. Inorder to resolve the complaint, Performance Mobility has been in contact with[redacted] since early November and recently offered to replace both doorpanels, the shoulder belt and the worn out ramp shock at no charge and adjustthe rear door at no charge to [redacted]. We offered to complete the repairs prior to Thanksgiving and theAguirre’s have elected to return for service during the first week of December,2014. PerformanceMobility has been in the valley for 25 years serving the automotivetransportation needs of thousands of individuals with disabilities and limitedmobility. We understand the importance of their specially adapted vehicles andthe importance of mobility in their lives and always work diligently to returnour customer’s to mobility at the earliest opportunity. Weagain apologize to Mr. and [redacted] and hope this will regain theirconfidence in Performance Mobility. Sincerely,

[redacted] GeneralManager