Complaint Review: RoughRider America

I purchased a wheelchair for my son in August of 2023. It was more than $900 and was more than I could afford, but I purchased anyway thinking it would ultimately be worth it for my son to have more access to things he didn't currently.

The wheelchair arrived on 9/2/23. It was damaged in the box, with several bent metal bars that were unable to hook together due to the damage, and brakes that didn't attach properly and didn't work. I contacted the business via the email on their website and informed them of these problems. I was told to "just bend the metal" to make it fit, and to "just follow the instructions" for attaching the brakes. I did both, the metal kind of fit, but didn't feel sturdy, and the brakes simply wouldn't attach. I followed up with this information and the owner agreed to a video call to walk me through the process of attaching the brakes.

We were on the call for three hours and this man, the owner of this company and manufacturer of this chair, stated that "the brakes seem defective" and he agreed to send me a new chair with updated brakes. He stated that this would happen at the end of the month (September 2023). I stated that I would prefer a full refund, as it doesn't seem right to send me a product this damaged and I don't think I can trust his products, but I said I would agree to his plan as my son needed a wheelchair and I just wanted this resolved.

On 11/2/23, more than one month past when I was told to expect a replacement wheelchair -- I had heard and received nothing. I reached out to the business owner via email to ask for an update and requested a refund. He ignored my request and stated that, "The factory has been messing around with the improved boxes I have asked for. Let me get an update and let you know. Apologies for the inconvenience." This was the last communication I received from him until the next time I reached out.

7/9/24 EIGHT MONTHS AFTER LAST CONTACT -- I sent an email to the business owner, stating I had not received or heard anything, and I would like a refund. He acted like he had no idea what was happening, asked me to provide information about what chair was purchased, and an order number. I supplied all requested information and restated that I was no longer interested in receiving a wheelchair, the only remedy I would accept is a full refund. The owner replied that he will have a new chair sent out tomorrow. I replied with a demand letter stating I want a full refund or I will be seeking legal action. He again replied stating, "I am going to send you a brand new wheelchair" and, six hours later, sent me a tracking number. I replied with the following:

"Absolutely not. The time to take this action was 10 months ago. You have had nearly an entire year to make this right. You sent me a defective item, then you made promises that you didn't keep and then you ignored me until I reach out again and then you make more promises that you didn't keep. All the while my son needs a wheelchair in order to access the quality of life he deserves. I have been more than patient with you and I have given you more than enough time to address this issue and you have continuously ignored every request I have made.

I will be following through on the legal action outlined in my letter unless you give me an immediate and full refund. I will be returning the chair to sender as I told you not to send it and to give me a refund.

This has been a horrendous experience and I do not accept your apology and I do not accept your remedy and I do not understand why it had taken you 10 months to correct this??? This is completely unacceptable and you should be ashamed of your business practices. You have made my son's life exceedingly harder than it already is, and you have limited his ability to participate in the things he needs to do because of this tremendous and unneeded delay.

This will be my last communication to you. I hope you will do the right thing and that I don't have to see you in court."

He followed up by stating, "The chair is on its way so you can return it but if you look at our warranty policy it says that we have the choice to repair or replace so we're replacing it. I'm sorry for the problems i'm sorry for my tardiness."

This matter is as yet unresolved. The BBB has opened a claim and I am pursuing legal action in Small Claims Court.