Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint regarding [Scooter Around] due to denied refund.I placed scooter on ***************** on 2024-02-29 with Order ID: ****** for the *** show in *********, scooter delivery date is 2024-Mar-10. On March 9, 2024 morning I became unexpectedly ill, experiencing severe *******************, which left me unable to proceed with my plans because I couldn't drive 4 hours from L.A to ********* . For health and safety reasons, I promptly canceled my plan for the Las Vegas business ******* I called *************** and explained to them my health problem. I was informed that I am not eligible for a refund but the amount I paid will become a credit with the company and I can use anytime, with no expiration date. But the gentleman told me that the credit can not use for online booking so he inform that whenever I want to book scooter I have to call them and just provide my ************ address and they will able to locate my credit information .Last week when I called the company to book scooter for the **** show in ********* Nov 5, 2024 , I spoke to a different agent, this time was a lady staff and she denied the existence of the promised credit. This inconsistency and lack of transparency have caused significant frustration and inconvenience.The lady was nice, she told me she sent email to her supervisor and then she called me 2 days later told me that the credit is only $25.00 However I booked scooter with another company already because I need to secure the scooter for the show. And how come the credit drop from $75.00 to $25.00? Just because I didn't record the conversation so they can say anything they want. But how do I know they going to deny the credit?I am seeking assistance from the BBB to resolve this issue fairly. I am requesting the company to honor the credit initially promised or issue a full refund of $75.00. I believe this is reasonable given the circumstances were beyond my control.

  Business response

  12/01/2024

  The customer booked the order on our on line system on February 29th, 2024 where the Cancellation Protection was offered and the customer had to click "none" in order to move on.  When they click none there is a box that pops up and says "By declining Cancellation Protection your order is non refundable  Do you still want to decline?"  The customer had to click "yes or no" to get out of the box.  The customer clicked "yes". This can be tested by going on ************************ and attempt to place an order to see the prompts.

  On March 1st our representative ****** spoke with a woman, ******* presumably, and went over ever detail of the booking.  He advised that the customer had declined the order and it was non refundable and she acknowledge.  This is on a recoded line and can be provided if necessary.

  This order was for March 10th.  The customer called on March 9th to cancel the order.

  On March 1st we emailed a Customer Confirmation that outlines our cancellation policy on page 4.  It clearly states that "If less than seven (7) days is provided, but before the scheduled pickup date, the Customer may cancel and receive a partial credit on the order.  Scootaround will hold $100 cancellation fee for motorized equipment and $50 cancellation fee for non-motorized equipment per item, plus applicable sates. Tax"

  If the customer had called seven (7) or more days before the delivery we would have still offered a credit, but would hold a $50 cancellation tee.

  Customers are to click on their Customer Confirmation to agree with our Terms and Conditions.  This order was acknowledged on Feb 29th at 5:22pm.

  Because the order was less than $100 we lowered our cancellation fee to $50 as a courtesy and the balance of $25 was put on a credit for future rental.  That credit does not expire and can be used on any type of order.

  There is no further refund or credit due on this order.

   

   

  Customer response

  12/09/2024

   
  Complaint: 22563462
  
  I am rejecting this response because: 

  I believed agent ****** said my credit is what I Paid for, not only $25.00

  Please provide e recorded line to proof. 
  
  Sincerely,
  
  ******* *******

  Business response

  12/23/2024

  We provided a recording of the conversation with ****** and the conversation with the agent she spoke to when canceling, which was not ******.  In neither conversation was there any mention of a full refund.  If you did not get the recording please let me know and I will be happy to resend it.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a wheelchair for my grandmother to go to the Big E. They charge $25 to rent a wheelchair, and a $30 non refundable fee to add a cancellation policy. I feel this is a scam because they are charging more for the cancellation policy, than the rental itself. My grandmother got very ill that morning and passed out, so we rushed her to the hospital. For that reason I didnt need the wheelchair anymore and I called scootaround right at 8am because I wanted them to be able to use the wheelchair for anyone else who might need it, and try to get a refund for it. The lady on the phone said I couldnt get a refund because I didnt pay the $30 non refundable fee, which really is scamming customers because now you are paying $55 to possibly get back $25. Since this was a medical emergency and simply not just a change of plans, I feel the company should make an exception since they were notified before the fair even opens and would be able to re-rent that wheelchair.

  Business response

  11/26/2024

  My sincerest apologies for not responding sooner.  We will be issuing a refund for the cost of the wheelchair.  Once we have identified your file we will issue it and you should see within 3-5 business days.  If not, please contact ************ and ask for *******.

  Business response

  11/26/2024

  I have been notified that a chargeback had been started on this rental.  Due to that, we are unable to provide a refund and the customer will be placed on our "do not rent" list.  However, if the customer cancels the chargeback, once we are notified we will issue the refund as stated previously. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I booked a cruise December of 22 for a sail date of October 24. In April of 24 I fell at hurt my back. It got progressively worse and I finally went to the doctor and was told I would need back surgery which is scheduled for November 24. The doctor advised me I could go on the cruise if I felt like it with the intense pain I was having. I made sure to take appropriate steps to request extra pillows and a shower chair from my cruise customer service. I had insurance on the cruise that would have allowed me to cancel but I foolishly put my faith in Scootaround when I ordered a scooter for the cruise. I received my scooter at the cruise terminal and while attempting to make it to the ship it died on me. I had to sit for over 30 min for someone to come and tell me it was a bad battery and theyd bring me another chair. The did and I was on my way, or so I thought. Made it onto the ship and it died fairly quickly, no worries Ill charge it over night and quickly discovered it wouldnt hold a charge and we were out at sea. I went to the cruise customer service where they told me to try a different charger, I did. I went off the boat to our first port and it began to die before I could even explore. I was able to plug up at the information booth but couldnt go anywhere. I turned the charger back in explaining that wasnt the problem and was informed they had already given out the replacements. The next day cruise customer service called ******************** and we were told they could do nothing and refunded me my money. GREAT! But now I miss 2 more islands. I didnt even get to shop or go into the water. I feel Scootaround should offer compensation but only they only offer future discounts. I bought the extra protection plans and lord knows Id be held to them but Scootaround cannot and does not stand behind their equipment or promise that I would be able to follow through with my planned cruise. Im out a cruise and they dont care.

  Business response

  10/22/2024

  Customer is correct they did rent a scooter for the days stated and during the cruise did experience issues.  Every reasonable steps were taken to provide an alternative scooter, however there were none available on the cruise ship.  Because the customer was at sea, and not visiting a port where we had equipment we were not able to assist or resolve the issue.  We are sincerely sorry for the issues and have provided a full refund for her rental.  Per our Customer Confirmation, that was acknowledged by the customer. "Scootaround will make commercially reasonable efforts to provide equipment to replace non-working or malfunctioning equipment. If replacement of the equipment is not practical, the Customer will be refunded a portion of the rental cost based upon the day we were notified of the issue."  For this reason we provided a full refund.  No additional compensation is provided.

  Customer response

  10/22/2024

   
  Complaint: 22454880
  
  I am rejecting this response because:

  this is poor business. I rented the scooter and went so far as to buy all additional insurance in the chance it was stolen or if I did something that resulted in damage of the scooter. Now if roles were reversed and I had damaged the scooter, not only had I paid for insurance but there is also a $300 deductible. What if I said I felt that paying for the insurance was more than enough and refused the extra $300. I rented a scooter and my cruise was ruined after TWO malfunctioning scooters. How is this acceptable? Do they not stand behind their product? Do they not care I could not enjoy my cruise and wasted ALL that money on the cruise because I was falsely told that Scootaround could help me?!
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had a cruise scheduled from Jun 15 - June 22, 2024. I had reserved a scooter for my wife, ********************* through Scootaround, Rental # ******. I had paid for $247.00 Scooter, $80.00 Cancellation Protection Plan Plus, $30.00, and Tax $36.60, Totaling $ 393.60.We had circumstances beyond our control on Jun 15th, and had to cancel our cruise completely. We lost all our monies spent on the cruise it self. I called the ************** and informed them that we would not be taking the cruise and needed to cancel the scooter. The associate, *****, I spoke with told me that it was TOO late to cancel for a refund. I explained to her what happened and she said "being that we didn't cancel within 24 ours, their policy is NO REFUND." I told her that we had paid for the cancel "insurance" and that that would not be refunded. I understood that. She stood firm on the NO REFUND policy. I asked to speak with their corporate office and she refused to give me any info. Her supervisor called ****** the next day and stood firm on the refund policy. They gave the address of the main office.I've worked retail for over 30 years, and sometimes you have to "do what is right for the customer, even if it goes against policy. This was clearly beyond OUR control. I'm asking for a refund, minus the cancelation fee and taxes. (Cancellation Protection Plan Plus, $30.00, and Tax $36.60)

  Customer response

  06/21/2024

  I received the refund today.  ******** my complaint please.

   

  *********************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 Scootaround devices for rental to be delivered at my hotel. I used their online system and paid with 2 credit cards (2separate invoices). They called me to say that I didnt put in the weight and height and that my order was incomplete. Upon giving him the informationthe representative tells me that the online system did not charge me the delivery fee of $70 for each order. I told them that this is the fault of their online system and that they need to honor the price quoted that I had already paid for. The gentleman went back and forth with his manager and they insisted that I must pay $70 for each delivery ($140 total) even though the transactions were complete. We went back and forthfinallyhe said he would combine the orders into 1 but that he had to charge me $70 delivery. I paid that over the phone.I feel that if you pay for a service online and that online system has a mistakethe company should honor the price. That is not my fault that their system did not include the delivery fee. Feels like a scam.just trying to get more money from the consumer. If I didnt need these scooters for my 88 year old Mom and 85 year old Mother in Law for their grand babys graduationI would have cancelled the order Order placed on April 3rd for May 18th delivery.Order ****** $145 (no $70 delivery fee)Order ****** (no $70 delivery fee)Final order combines the 2 orders of scooters under Order #****** with added $70 delivery fee (They wanted to charge me $140 delivery fee)This delivery fee was not included in the price online when I booked the scooters. They charged me the $70 today April 9th

  Business response

  04/10/2024

  We do apologize for any confusion with our on line system.  I see your attached receipts, however when I go into our On Line system and duplicate the order it comes up with a $70 delivery fee.  If you had changed addresses of the delivery location during the rental period that would cause a delivery fee not to appear.  Regardless of the reason our on line system failed.

  I do apologize for the confusion and will be refunding the $70 delivery fee.  You should see that within 3 - 5 business days.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 16 I (*********************) ordered a Scooter rental for my mom to utilize on Carnival Cruise Ship (Library) leaving out of ************** from Feb 23 - Feb 26. The total price came to $240. I was asked to pay an extra $50 if I needed to cancel. I chose not to do so because my family was pretty soon my mother would be going on the trip up until a day before (Feb 22). Her primary care physician would not sign off on carnival paperwork for her to attend the trip. So ofcourse with that I did not need a scooter. I called Scootaround and talked to 5 different people (non were managers) who reminded me that because I didn't pay $50 just the get my $240 back that there was nothing that could be done. I even offer to just pay the $50 on this day but still no one would help thus situation. I asked to speak with management and they said one would call me. **** toke my phone and i received no call from anyone. On the day of the cruise they sent me text saying my scooter rental was ready. In the text I explained how I felt that they stole $240 from and that I will be reporting this this company because of that. The scooter rental was never used because it was no longer needed. And I'm out $240 only I didn't pay an extra $50 and they wouldn't take a $50 any other time. This just does feel or seem like an appropriate handle a financial situation. It feels like theft. Regardless of an agreement services was not used or rendered but money was taken. Only one person won out of this and that's scootaround. They didn't even offer me a portion of my funds back to me which I would've excepted with some sort of understanding. But I was offered absolutely nothing but the use of a scooter that I had no use anymore because my mother could not attend the cruise due to doctors orders. There was absolutely no understanding on there part of the situation and no remorse. This company just took my money and stood there. I now would like all my money back.

  Business response

  02/27/2024

  We are sorry to hear of the situation.  I have reviewed all of the recorded phones calls and the notes on the file regarding this rental.  During the booking call our *** did advise the caller of our cancellation policy and offered Cancellation Protection in the event of cancellation.  The caller declined saying they were sure their mother would be going.  The *** then clearly advised that in the event of cancellation there would be no refund.  The caller did respond "ok".

  A Team Lead reached out to customer but was unable to reach anyone.  He did leave a message advising that a credit on file for a future rental, minus our cancellation fee, was available for the customer to use anytime in the future. 

  In our Customer Confirmation that was emailed to the customers email it clearly outlines our cancellation policy.  Without Cancellation Protection (CPP) if the order is cancelled we will hold a cancellation fee and the balance will be put on credit for a future rental.  If they customer had chosen CPP we would have held a cancellation fee and the amount would be refunded.  Currently there is a credit on file for the customer to use in the future.

  If the customer is confident that they will not be using the credit on file we will provide a refund minus the $100 cancellation fee.  The $100 cancellation fee is applicable because of the short notice cancellation.  The customer notified us the day before the rental set said.  Anything under 7 days before is subject to the $100 cancellation fee when the customer has CPP.  This customer does not, but I will approve a refund if customer so requests.

  I am attaching a copy of our Customer Confirmation that was emailed to the customer.  You will find our cancellation policy on page 4.

  I am placing notes on the file.  If the customer requests the balance to be refunded via a credit on file they can contact our toll free # and advise that they had spoke with *** and she approved the refund in lieu of the credit.

  Customer response

  02/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 20, 2023 I rented a scootaround transportable scooter for a ******** cruise departing Nov 26, 2023. During rental process I was offered a equipment protection plan plus that I was told covered damage and loss through theft or losing the scooter. Upon reciept of the paperwork I come to find out there is a $250 deductible on damage in addition to $80 I paid for the plan and that damage does not cover any of the accessories that are most likely to be damaged. Also theft has a $500 deductible plus the $80 for the plan on a scooter valued at $800 for replacement. I was told none of this information while renting it and paying for the plan. When I complained, I was told they could cancel this part but it would not be a refund only a credit to something in the future (which I have no intention of ever going back to them since they are crooks) since I did not give them $30 for cancellaiton protection. This is a big fat scam, especially since they were not forth coming with the facts of the plan.

  Business response

  09/26/2023

  Mr. *****

  We are very sorry that you feel that way.  It is never our intention to mislead you in any way.  This is why we send you a confirmation, giving you a chance to review our terms and conditions.

  Our Equipment Protection is just like car insurance.  You pay a monthly premium for car insurance, although we are a one tie fee, and if you have an accident with your car insurance, they charge a deductible before covering your damages.  Our Equipment Protection works the same way.  We charge a onetime fee and "if" the equipment is damaged or stolen we have a deductible and then coverage is provided.

  Our calls are recorded and I have reviewed your conversations with our agents.  On September 20th when you booked your rental you were offered our Cancellation Protection, which allows you to cancel and receive a partial refund.  You declined that coverage and the CSR advised you the order would be non-refundable, which you acknowledged.

  On September 21t you called back and spoke with a different CSR who re-sent your Customer Confirmation at your request.

  On September 23rd at 7:41am you acknowledged our Customer Confirmation for acceptance of our term and conditions via the internet

  on September 25th you called again and spoke with a different CSR asking about the deductible.  She offered to remove the EPP and provide you a credit since you did not have our Cancellation Protection.  You declined and said to leave it as is.

  I would be happy to refund the $80 you paid for the Equipment Protection if you wish.  Please understand that in doing so that makes you 100% responsible for any damages and theft of equipment.  If this is what you prefer please let me know and I will process that refund right away.

  Thank you

  Sue K****

  Scootaround, Inc.

   

   

   

  Customer response

  09/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. I will leave the rental as is.  I just feel that the deductible should be mentiioned by the salesperson during the booking process.  I would hope they would implement something like this in the future.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for rental for 8/19/23 - 8/20/23 I was told on the phone that the life of the mobility scooter was 5-7 hours, on 8/19/23 I arrived at my hotel to find the scooter had not been delivered I was promised a delivery by 2pm. I called scooter around multiple times before reaching a rep who claimed that my delivery was very close by, I placed those calls at 1:47pm, 2:33pm, and 2:35pm. Very close by wound up being delivered at 4pm! Ridiculous 2 hours past the time I was promised. Now I finally get out on the scooter that has a full charge, in 3 hours it dies in the middle of a Manhattan intersection, no where near the 5-7hours promised. Now I have to drag the scooter onto the sidewalk and stay with it for 15 min awaiting a **** ride, I had to load the scooter into the **** myself, unload it at the hotel and push it to my room on the 15th floor to plug it in. All of that with a fractured ankle...(no training or instruction was provided on how tonhandle this issue either) By the next day 8/20/23 I no longer trusted this scooter and chose to leave it behind for the pickup on Monday 8/21/23, as I was going to Randall Park Island and if it died there I would have been in real trouble, instead we opted for wheelchair. On 8/21/23 at 11:18am I called Scootaround to report my problems and verify the pickup, it was not picked up yet and scootaround refused to offer any compensation for the rental on the basis that I did not call during the weekend. However on the phone Saturday I was told they were unavailable on Sundays and after my experience having to drag, load, unload and drag again Saturday I was in no position or frame of mind to even try to make a phone call. My next step is reporting this the VA and my doctor as I am facing surgery and therapy for my condition which hasn't healed in months, after this weekend it could be even longer now thanks to this rental issue and the false promises of Scootaround.

  Customer response

  08/22/2023

  This has been resolved the business issued a 1 day refund. Refund was granted because I was told on the phone the buisness did not operate on Sundays therfore I did not call as requested in the return policy.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I had scheduled the delivery from Scooterround for a portable oxygen Concentrator to be delivered to our Cruise ship on Copenhagen on 8/2/2023. I I provided Dr. Prescription and paid this in full. I was told to call by 2 pm if not received to call them. I made several calls and so did Disney cruise line service before departure to no avail. They either disconnected me or said they would call back and no one did. My wife called at about one hour before sailing and spoke to Michelle and she said she could not reach anyone . My wife told her Hie acceptable thus us for a company that is in the business of medical supplies. This put me in a difficult medical situation with only a small portable battery operated. Michelle told her the company would issue a refund. ****** Cruise line medical told us it was not received.upon return there was no communication from the company and when I called a rep said that we did not request a refund. I told the person I have to request a refund from product not received? This is outrageous and unacceptable. Thank you ******* ********

  Business response

  08/10/2023

  I sincerely apologize for the poor service.  This is completely unacceptable and the appropriate management team have been notified.

  I processed a full refund today to the credit card that was used for payment.  It takes about 3 business days for you to see it usually.

  I have also posted a $200 credit for you to use on any rental, in any location on any type of equipment.

  Again, our sincerest apologies.

  Customer response

  08/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We rented a scooter on August 1 from Scootaround in Orlando Florida for vacation. In November. My husband did it online and it cost over $400 for the 2 weeks . That included $150 for insurance protection. They charged our credit card immediately. The next day we needed to cancel it . They cancelled it but they refused to refund our money back. They said it was their policy that there was no refunds without refund protection plan purchased. I think this is ridiculous. It didn’t cost them anything to cancel it and they didn’t even have to hold one. It was canceled the next day and it was ordered for November.

  Business response

  08/21/2023

  We have an order that was booked on 7/29 for a ****** ******.  When you book an order on line our cancellation policy pops up in front of you and you must either accept or decline.  When you decline it a box tells you the order is non-refundable. I have attached a copy of how the screen looks when an online order is booked.  We do allow a 24 hour courtesy to cancel.  We received a call 2 days later, 7/31 requesting to cancel.  Since the customer declined our cancellation policy at time of booking the only option was to offer a credit, minus a cancellation fee.

  The notes reflect that a Supervisor did speak with the customer and explained our policy.  The customer at that point requested for the order to be reinstated, which we have done.  As of right now the order is scheduled to be delivered on 11/4.

  If the customer prefers to cancel we will be happy to provide a refund minus a $50 cancellation fee.  I have noted the file and any representative can assist him.  I have not cancelled the order until the customer notifies us.  He must notify us 7 or more days before the scheduled delivery date.  If he notifies under 7  days before the scheduled delivery date the order is non-refundable.

   

   

   

   

   

  Customer response

  08/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩