Total Mobility Services

We purchased a new 2022 converted Toyota Sienna for our disabled daughter in September 2022 from Total Mobility Services. The vehicle had multiple issues as a result of the conversion, including violently shaking at highway speeds, overheating of the hybrid battery, very poor gas mileage, rattles, missing screws and fasteners on body parts, and issues with the sliding doors and interior lighting.

While the dealer was great during the sale, ownership has been a nightmare for a new vehicle that costs almost $100k. It seems like TMS is taking advantage of customers with disabilities by selling vehicles with a hefty markup that are unsafe and unreliable while washing their hands by blaming the manufacturer instead of addressing the problems.

When we were driving the van home from the dealer, the steering shook violently at highway speeds. The dealer told us to contact Toyota. Toyota refused to fix the shaking because the suspension was "modified." We had to get all 4 tires balanced at our expense to fix the issue. The dealer told us that tire balancing is "normal maintenance" and the responsibility of the owner. It is unbelievable that TMS sells unsafe vehicles and refuses to honor the warranty or provide necessary repairs.

A few days after we got the vehicle, a hybrid battery cooling warning came up on the dash. As part of the conversion, the car was fitted with an inadequately sized cooling vent for the high voltage hybrid battery. After multiple calls to the dealer and VMI directly, I have been told that a fix will be forthcoming. It has been several months since then. The vehicle not only displays a warning, but we are getting 23 mpg (instead of the 35 mpg advertised by VMI) and some functions such as the power outlets work unreliably due to battery degradation/overheating.

Dealing with Total Mobility Services has been an absolute nightmare.