Wheelchair Accessible Toyota Sienna Hybrid with a Personal Touch

CUSTOMER STORY

A Wheelchair Accessible Toyota Sienna Hybrid with a Personal Touch from BraunAbility

“There are so many challenges around us. The vehicle makes a huge difference. I wanted something that I want to get in and drive. I wanted something nice for my family.”

The Lazo family's loyalty to BraunAbility began in an unexpected way—during a hailstorm in Denton, Texas. Their local mobility dealer, Advanced Mobility (now MobilityWorks) in Fort Worth, learned of the storm's impact on the family’s vehicle through the news and quickly took action to ensure their safe return home that same night. This initial encounter with the exceptional service of a BraunAbility dealer set the stage for a lasting commitment to the brand. Over the years, the family has driven multiple BraunAbility vehicles. Today, Juanita Dueñez-Lazo drives a BraunAbility Toyota Sienna Hybrid, affectionately named 'Ruby Cara' in honor of Cara, a BraunAbility product specialist whose exceptional service made a lasting impression.

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Arthur Lazo, from Texas

The van has provided me with a sense of freedom. A sense of independence and empowerment.

Arthur Lazo, from Texas

Arthur Lazo Jr. Toyota wheelchair van review

Juanita Dueñez-Lazo, from Texas

Before 2011, we had a van, but it didn’t have a ramp, so I had to physically lift Arthur into the van and roll his chair up a portable ramp, which got to be too much physically.

Juanita Dueñez-Lazo, from Texas

BraunAbility Customer Service Experience

Given the Lazo family’s experience with wheelchair accessible vehicles, they knew exactly what they wanted in a new vehicle. They reached out to BraunAbility directly, and within the initial phone conversation, Cara found a vehicle for them. Although it had yet to be converted, it was in the queue, and Cara had already contacted the family’s local mobility dealer to ensure the vehicle was theirs.

Dueñez-Lazo described the family’s experience saying, "I started talking to [Cara] and she understood where I was coming from," She emphasized she didn’t feel judged or questioned by Cara when asking about specific features like a heated steering wheel, which she teased as being both a baseline and a trivial convenience given the family lives in Texas. "[Cara] was so good. She had such a pleasant voice. She was so knowledgeable that I felt really comfortable talking to her." Dueñez-Lazo said.

The vehicle, which the family received a few weeks later, was delivered to their local mobility dealer, where staff placed a large bow, which was yellow, Arthur’s favorite color, on the van along with a sign which read, “Sorry, sold to Arthur Lazo Jr.” Once again, the family’s local mobility dealership displayed exceptional customer service. Dueñez-Lazo described the experience saying, “It's not just a dealership. It's more like home.”

Living with Cerebral Palsy

For much of his life, Arthur Lazo Jr, Dueñez Lazo’s son, has been othered. Diagnosed with cerebral palsy (CP), a blood vessel in his head ruptured at two months old, causing a stroke-like event. Lazo Jr.'s disability affects his muscle strength, coordination, posture, balance, and speech.

If you meet Lazo Jr., he’ll eagerly share his many accomplishments, including graduating from Texas Woman’s University magna cum laude and speaking at an international conference in Türkiye about adaptive activities for people with disabilities. However, being the honorary quarterback of his high school football team has continued to hold great significance over the years, the role reflecting his desire to be seen and understood.

Lazo Jr. is currently working on a book titled I'm Not So Special, which explores how the world views disability, challenging the common perceptions and labels associated with it. This project stems from his dislike of the word "special," often used to describe people with disabilities (such as ‘special needs.’)

He explained that people often see his disability as a negative, ascribing a label to him. "When I was born, doctors said I wouldn’t walk and wouldn’t talk," he said. While people make assumptions about his mental abilities based on his wheelchair and impaired speech, he remains both honest and humorous, saying his memory and vocabulary are "top notch" and “If you think my mom talks a lot, I don’t [stop talking].”

Lazo Jr. has used mobility aids for much of his life. As a child, he could walk with leg braces and a walker, but he chose to stop physical therapy to enjoy the same activities as his non-disabled peers. He reflected on the decision, saying, "I gave up therapy. I lost my ability to walk."

Eventually, Lazo Jr. transitioned to a power wheelchair. He wasn't the only one in the family who needed a wheelchair accessible vehicle; his father, Arthur Lazo Sr., also started using a wheelchair due to medical conditions. Dueñez-Lazo said, “I retired in 2012 to become their caregiver. My husband is almost 87 years old, and our son lives with us. My role is to provide for them. That’s a priority. The vehicle is an essential need for us.'"

[Cara] (the product specialist at BraunAbility) was so good. She had such a pleasant voice. She was so knowledgeable that I felt really comfortable talking to her.

- Juanita Dueñez-Lazo

Life Before a Wheelchair Accessible Vehicle

The family’s red BraunAbility Toyota Sienna Hybrid is now used daily to get to and from doctor’s appointments, visits with family and friends, church, water exercise classes, and sporting events. Prior to getting a wheelchair accessible vehicle, the family’s mobility and freedom were limited.

"Before 2011, we had a van, but it didn’t have a ramp, so I had to physically lift Arthur into the van and roll his chair up a portable ramp, which got to be too much physically," Dueñez-Lazo said. The physical strain took its toll. "I fell trying to lift him into the van and tore my ACL," she said. The experience highlighted the necessity of a reliable accessible vehicle for the family.

While ease of getting in and out of the vehicle was a concern, they also wanted the van to reflect their personality. Dueñez-Lazo had previously looked at a Toyota Sienna in a neutral Predawn Grey, but she preferred something more vibrant. "I couldn't picture myself going out every day to look at a gray vehicle. I love color," she said.

Lazo Jr. also appreciates the vehicle's red color, but his main concern was being able to play his music. A fan of '50s music, Dueñez-Lazo says her son is "a product of his father's generation," enjoying CDs from musicians like Ritchie Valens and Chuck Berry. Initially hesitant about the lack of a CD player, he was relieved to find he could listen to his favorite music using Apple CarPlay.

The family's desire for specific vehicle features highlights a common theme among customers: a wheelchair accessible vehicle is a meaningful investment. Dueñez-Lazo emphasized the importance of choosing a vehicle that meets not only individual needs but preferences too. "There are so many challenges around us. The vehicle makes a huge difference. I wanted something that I want to get in and drive. I wanted something nice for my family," she said. For the Lazo family, the van is more than a mode of transportation; it allows them to connect with friends, family, and the wider community. Dueñez-Lazo said, "Arthur's friends have come up and said, ‘Can we take Arthur out with us?’ To do that, they have to take the van…that's what it's for. It provides a level of freedom that we wouldn't [otherwise] have." Lazo Jr. shared a similar sentiment saying, "The van has provided me with a sense of freedom. A sense of independence and empowerment." You can learn more about accessible vehicles like the BraunAbility Toyota Sienna hybrid by visiting your local BraunAbility dealer today.

The Lazo family is supported by BraunAbility and their local mobility dealer, MobilityWorks, in Fort Worth, Texas. When you purchase a mobility product from BraunAbility, you join a powerful community.

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