ComplaintsforOoty's Scooters, LLC

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new scooter from Ooty's for $3300 plus preparation costs in September 2020. The scooter comes with a two-year warranty. It began having mechanical issues related to the fuel delivery system in November 2021, at which point Ooty's began performing warranty repairs replacing individual parts. They have performed five such repairs between November 2021 and August 2022 (present) and now they have collected the scooter for the sixth time. In that time I have been without transportation for the duration of the repair time, which I would estimate has exceeded three months. I have asked them on multiple occasions about replacement and they have explained that the manufacturer is not willing to replace the scooter under warranty unless some strict conditions are met, and that furthermore the particular make/model/year is out of stock so I would have to wait until they can restock in the event that a replacement is approved, which may take months. The warranty is set to expire in about a month, so I asked the manager of Ooty's whether the shop could exchange or replace my bike and negotiate afterward with the manufacturer to recoup the cost without asking me to wait any longer. I was told that while they have the same model on the floor currently they "can't just give me a new bike", that the new ones have increased in cost, and that they wouldn't consider an exchange unless they can determine the value of my scooter, defects included, implying that they would expect me to pay the difference between the current value of my faulty bike and a brand new one, including the price increase. When I asked them about a loaner scooter while they continue to discuss with the manufacturer, they told me they can't help. This is unacceptable and I would like them to immediately replace my bike with a new model, exchange my bike for a model of comparable value, or refund the cost of my purchase in full.

  Business response

  08/16/2022

  T*****'s scooter was fixed and is now running fine.  The mfg also has given him an extra year of warranty.

  Customer response

  08/18/2022

  
  
  I am rejecting this response because:
  I don't regard the sixth repair as an adequate resolution, as I fully expect the problem to recur. Neither the dealership nor the manufacturer can diagnose (or fix) the mechanical problem. The scooter is defective and should be replaced or the purchase should be refunded. The warranty extension -- which I obtained without the help of the dealership, I should add -- serves only to avoid paying out of pocket to keep the scooter running in the short term, but otherwise simply prolongs the issue, which is that my bike will not function without frequent repairs. Unfortunately, after further conversation with the manager, I have no expectation that the dealership intends to resolve the issue, as they have made it clear that they will not consider an exchange or trade in, nor will they advocate for a replacement from the manufacturer on my behalf. They recommended in all seriousness that my best course of action for a replacement is selling my bike and then buying a new one from them. While I was optimistic when I filed this complaint that they might extend themselves to help me find a resolution -- replacement or refund -- they have shown me that they have no such intention, and their response to my complaint only confirms as much. 
  Regards,
  
  T***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

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