A mobility dealer in Hampshire has defended itself, insisting it offers a “first-class service’” after a Motability customer said she became “practically stuck in her bedroom” over the bank holiday weekend when her powerchair broke.
Total Mobility supplied Susan Fletcher with her powerchair via the Motability scheme but she said she was left unable to leave the house or get herself a glass of water when the equipment broke down, according to a local newspaper report.
She told The News: “When my [powerchair] broke down over the weekend, I rang everybody to try and get it fixed, but there was nobody around.”
But a spokesperson for Total Mobility, said that it was unfortunate that the customer’s powerchair broke on bank holiday Monday.
They attributed Ms Fletcher’s previous problems down to worn motor brushes and said that the dealer rang her “first thing on Tuesday morning” and had an engineer down to her the same day with a loan replacement.
They said: “I have kept Mrs Fletcher fully informed at all times and we will continue to offer a first-class service.”
Ms Fletcher said this is not the first time her powerchair has broken but she is now at her “wit’s end”, according to the newspaper.
“My previous [powerchair] had broken down three times before I was given this new one.
“It’s okay if something goes wrong during the week because they get someone to you straight away – but if it’s the weekend then everything just falls apart.
“That then means I end up putting pressure on social services to get something sorted and that shouldn’t be the case.”
The Motability scheme demands very quick problem-solving from dealers with spares needing to be supplied and repairs carried out as soon as possible following an equipment issue.
This places high demand on suppliers who are required to ship spare parts out to dealers within a very short time frame.
Total Mobility says that it is a family-run business that has been around for years and “prides [itself] on service”.
“People come back to us all the time and we are loved for our service. It is a real pleasure to service our growing community of happy customers.”