Complaints

• Initial Complaint

  11/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a scooter for September 9- 17. It was a small scooter that I could take from ****** to Universal, but I couldn't. I couldn't even pick up 1 or the 2 batteries. The first night 1 battery died and the other 1 didn't work at all. I got a new battery Tuesday. Then Thursday I got someone to put my 2nd battery on and it could not get me up the hill. I called again for them to do something. They wanted to know what I wanted. I said a new scooter. Then I told them about my problem of moving the scooter to *********. They said they could bring me another scooter to ****** but could do nothing about *********. I asked if they just bought me a new scooter to ********* tomorrow and not to ****** tonight. They said no ! I cancelled my scooter and the other scooter that was in our party. They refunded her money on September 27 and told us that they refunded my money at that time . It would take a month to show up on my card. I called my card company (both of them) this month and they went back to September 27 and all the way to today. No refund. So now they said they tried to refund to my card on the 27 and couldn't . Scooter Bug said they made a check out to me at that time. My travel ****** said she got an email from the first ****** but not for me. They were going to get back to her why, but nothing. I was to get $119 but I now want all of my money back, or $238 minimum. I have tried to get someone to call me from Scooter Bug and nothing. The manager said he would see it was done about September 20.

  Business response

  11/21/2024

  Thank you for contacting us and sharing your experience with your scooter reservation. I sincerely apologize for the various challenges you encountered. Please be assured that we take these matters very seriously. I have discussed your situation with our team, and after our conversation, you were informed that your refund is being processed. We appreciate your patience as we work to resolve this for you. If you have any further questions or concerns, please do not hesitate to reach out. Thank you for your understanding.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a scooter for my trip to ********* as I'm waiting on a double knee replacement. When the bell desk attendant brought the scooter I was quite surprised at the size of the scooter as was my family traveling with me. I asked the attendant if there was a smaller one and he said no. I went ahead and accepted it so as to not keep my family waitng and it was horrible to deal with! It did not fit in the elevator of the Delano without driving in sideways. I could not see behind me as the seat was so BIG. My family had to split up on the elevators because there wasn't room for anyone else. When I called Scooter Bug they said that was what I ordered but I clicked on the smallest one as I was hoping to bring it with me to other hotels. This was not possible with this HUGE scooter. It was quite banged up and crooked as well. I called Scooter Bug again to see about turning it in early because I couldn't deal with it anymore and it even caused fights with me and my family. They said I would not get a credit for the day because it was too late. I spoke to a supervisor and he was extremely rude and treated me like I was an idiot! I did not use the scooter for 2 days of my trip and my knees were in terrible pain but it was too difficult to manage this HUGE scooter. I am only 4'11" I'm a small person and this scooter was for a large heavy person. I'm very unhappy with the service I have received from Scooter Bug and do not recommend using them. I saw many smaller scooters while on my trip from other companies and they were even putting them in their cabs and Lyfts. Do not use this company!!!

  Business response

  09/12/2024

  Dear ****** ******,
  
  I hope this message finds you well.
  
  Thank you for taking the time to discuss your ScooterBug Rental in ********* with us. We are pleased to have provided clarity regarding the units available in our Las Vegas fleet. I trust that our conversation has resolved any misunderstandings and led to a satisfactory outcome.
  
  We appreciate your business and look forward to serving you again during your next visit to *********, **, *******, **, or *******, ***
  
  Wishing you a wonderful day!

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked a scooter for the full length of a stay in February in ********The scooter did break down the first day we tried to use it. We called that it was having issues starting. They said to call back if we wanted to replace it. We did call back after talking it over and asked to replace it. Only then did they look up our booking, and since they saw we bought insurance for broken equipment, they changed their tone and said only if it fully breaks down that they will replace it. Took a full day for them to replace it for them to then not leave a key, so couldn't ise if for several hours after they replaced it. Scooterbug should have changed it when we told them within the first hour we got it that it wasn't working right... instead my partner went a full day in ************* without a scooter since they were all checked out.He has a broken foot, and we were depending on them to provide a working scooter. They did not. When we asked about a refund for the dats we couldn't use it, the representative said management would contact us. Several months later and nothing.

  Business response

  08/07/2024

  Dear *******************************,
  
  My name is *******************************, and I am a manager at ScooterBug. I recently reviewed reservation (C-176550) and the experience that was encountered. I sincerely apologize for the difficulties that were faced with our unit. We strive to provide all our customers with an excellent experience, and I regret that we fell short in this instance.
  
  I have processed a refund of $138.00, 50% of total amount paid, which should appear on your card within 2 to 3 business days. I have also collaborated with our warehouse team to ensure that maintenance and quality checks are conducted prior to the delivery of our units.
  
  Additionally, I will be reviewing all recorded interactions related to your complaint and addressing the concerns you raised. We have also been notified by the Better Business Bureau and will respond to them in hopes of resolving your complaint.
  
  If you have any questions or need further assistance, please do not hesitate to contact me. Thank you, and I wish you a great day.

  Customer response

  08/09/2024

   
  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

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rented a resort evc scooter on 5/17-5/19, had it delivered to ***************************** on ****** property. Picked up the scooter from the bell stand at 4pm was told it was fully charged. Rode the scooter back to the room and then food court area of the resort to eat dinner and the scooter battery completely died. We only had the scooter at this point for 1 hour and had not used it since bringing it to the room. Called customer service phone # on the key chain of the scooter immediately to report the issue. The only solution offered was to find an outlet and charge it again. If we still had issues, they could bring another one out the next day but no promises when it could be delivered! We were tired and just wanted to eat and go back to the room! My husband had to drag it across the food court to an outlet and wait for an hour for it to charge enough to get it back to the room. We charged it over night, as we had reserved plans the next day we couldn't miss. The next morning we took the scooter again, made it down to the pool area from the room (15 minutes tops, and it died again! ??) Unacceptable! This scooter was supposed to last 4-6 hours on a full charge. We charged it overnight!!! And still not working? Completely useless! Battery was defective and not charging! Once again my husband had to drag it back up to the room to plug in again, had reserved plans the rest of the day could not wait for another scooter! Reported this to scooter bug again when we left telling them not to rent that scooter to anyone else! I filed a complaint for a refund....almost 2 weeks,3 employees, and a supervisor later...their only offer was a 20% discount of $24.00 on a $126.00 two day un-useable rental! UNACCEPTABLE..I want a full refund. The ONLY reason I rented here was due to their contract with ******. If you're going to provide to ******, you better be the best and have top notch scooters and customer service. Your company had neither!

  Customer response

  06/14/2024

  I have not heard anything from them at all!

  Business response

  07/23/2024

  Hi ***************,
  
  My name is ***************************************** and I am the Director of ***************** I recently reviewed your reservation R-****** and the experience you received. I want to first say I apologize for your experience and the difficulty you had with our unit. We try our best to make sure all of our customers have a good customer experience. I have asked my team to refund your full reservation in the amount $126.00. This will reflect on your card in 2 to 3 business days. I will also make sure I partner with our warehouse team to make sure that maintenance and quality check is continued to be done each day. I will also be listening to all recordings reference to my team response to your request. We were also notified by the Better Business Bureau, we will respond and hope this will help solve your complaint. If you have any questions, please feel free to contact me.   Thank you and have a great day.
  *****************************************
  Director of Customer Service
  
  
  

  Customer response

  07/24/2024

   
  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

  03/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Rented a stroller for stay at ******* Picked up 2/13 from bell services. Stroller was dirty/disgusting. Emailed advising, dropped another next day- even more dirty. Sent another, same scenario. My son has issues with his immune system. Their site specifically discussed cleaning procedures due to COVID 19 and none of these were followed. I had to buy supplies and take my time to continuously report concerns, trade strollers and wait in line at ****** to get tagged as a wheelchair with every switch. They refunded me $40 this is not okay. My son also came home with a bacterial infection, surprise surprise. Company is now ignoring my messages.

  Business response

  03/06/2024

  Thank you for bringing this issue to our attention. We apologize for not meeting your standards during your visit. We have issued back a full refund. A member of our team has also reached out to you to inform you of your refund status.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Rented an ECV that was supposed to be able to be disassembled for transport in a vehicle. Unit was defective and steering column did not lower to disassembled. Cancelled rental and Scooterbug thus far has yet to issue full refund holding almost $100 for one day rental charge for defective unit. Customer service rep Selena said request would need to be reviewed by management, which has yet to respond to request for telephone call to discuss this matter.

  Business response

  08/25/2023

  Hello *****. We apologize for not meeting your standards during your visit. Our team will be pulling the unit used during your rental to investigate this matter closely to ensure this does not happen again. We have issued back a full refund after a completed investigation and hope that you'll grant ScooterBug Rentals a second chance in the future.

  Customer response

  08/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  ScooterBug indicated it provided a full refund; however the company processed refunds totaling $270.58 while the charge was $270.59 as outlined in the attached images. While only one cent, it is factually inaccurate that ScooterBug provided a full refund as stated. Yet another example of poor customer service.

  I was credited back the difference by my credit card company. Simply pointing out a full refund was not received.

  Sincerely,
  
  ***** *****

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I rented an ecv from Scooterbug in Orlando for our trip to Disney World from May 31st till June 8th. I ordered the appropriate size scooter with an extra basket on the back. The scooter I received was smaller than I ordered, didn't include the basket I paid extra for, and was in rough shape with many scratches. The charger was very loud when charging the unit. I called to complain and was told I would receive a call back. I never received that call. On our second day in the park, the scooter wouldn't move. It would turn on and had a full charge but just wouldn't move forward or in reverse. I called and was told what to troubleshoot (All things we had already done). It still wouldn't work. I had to walk to the busses which is very difficult for me due to a medical condition. They did promise a refund for that day and brought a new scooter to the resort which was much better. It worked appropriately for the rest of our trip. Customer service was difficult at best to reach and difficult to deal with. I am waiting on my refund.

  Business response

  06/13/2023

  Thank you for bringing this issue to our attention. We apologize for not meeting your standards during your visit. Our team will be pulling the unit to investigate this to prevent this issue from happening in the future. Our team has issued a full refund upon completed investigation. We hope you’ll grant ScooterBug a second chance in the future.

  Customer response

  06/14/2023

  
  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,
  
  *** ***** *******

*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. ↩