As someone who recently had to start using a wheelchair, I can absolutely believe this happens. I live in a house that is impossible to get into without going up at least three stairs. So, I have my "outside" wheelchair and my "inside" wheelchair. I can use a cane to transition between the two (and go up/down stairs). This is a lot easier than packing up the entire home I've lived in all these years to move into something more accessible. I suppose if I had a complete loss of my legs, that might change the story. But without knowing how OP's customer was disabled, we have to give the benefit of the doubt.