Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/08/2024 while on a trip to *********, **, my airplane was about one (1) hour late due to mechanical issues. When I arrived to the *****************, the misplaced/lost my luggage and didn't receive it until about an hour later. Hence, I was unable to meet the delivery person as scheduled with Scootaround at my hotel (*************) to pick up the handicap scooter I rented and previously paid for. I spoke with a representative to see if the delivery person could wait for me to arrive and they said they wouldn't because of other people they had to meet. I also asked them if they could leave the scooter with the Bell desk, and told them that this was approved by someone at the hotel by the name of *****. They said they wouldn't do that. Upon my arrival at the hotel, I was provided a scooter to use for my stay as it was evident that I couldn't walk or stand due to disability reasons. I asked that I be refunded for the scooter rental and they flat out refused to do so. Thank you for your time and attention.

  Business Response

  Date: 12/16/2024

  We are sorry to hear of all the mishaps on the trip.  Unfortunately, we are not able to offer a refund for this rental.  A customer was sent a Customer Confirmation, which was confirmed on 12/6/24 at 1:27pm.  I have attached a copy of the Customer Confirmation that was confirmed.

  It clearly states  under on page one there is no refunds for delays due to factors beyond our control.  If further states that rescheduling requires 24 hour notice, before the scheduled date.  Which we understand was not possible in this situation so we made every reasonable attempt to re-attempt delivery., which was refused.  The original time was 8:30am.  We received a call at ****** from our driver that the customer was not at the hotel.  We reached out to the customer and was told they were still 25 mins away.  Our driver was not able to stay and wait as he had other deliveries.

  This particular hotel, like many others in *********, does not allow us to leave equipment at the hotel.  We are required to meet the customer in person to deliver and return the equipment.  Our driver asked the hotel to make an exception due to the circumstances and was told "no", even after we said that "***** gave permission"..

  We attempted to contact the customer at the same number as earlier to let know the driver could be there at 2:30.  13 minutes later the customer calls back to say to cancel the order/  We tried to explain the driver could be there at 2:30, but the customer still declined and asked to cancel the order.  We explained at that time the order was non-refundable and tried again to reschedule.  This conversation is on a recorded line.

  Per our cancellation policy, on page 4 of the Customer Confirmation, it clearly states "any cancellation on or after the scheduled delivery date is non-refundable".

  If he would have permitted us to deliver to him at 2:30 this all could have been avoided.  There is no refund on this order.

  Business Response

  Date: 12/30/2024

  We have previously responded to this complaint on 12/16.  Nothing has changed.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22690740
  
  I am rejecting this response because:  Company's allegations of contacting me, etc. are unfounded and untrue in nature.  I've already stopped payment on the rental with my bank and they too will be investigating accordingly.  I did not receive any product and/or service from Scootaround.  Moreover, I kept them apprised as to me being late to retrieve the scooter and the reason why.  Scooterround will now have to convince my bank that their charges are legitimate.  Thank you for your time and attention.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/12/2025

  All of our calls are recorded so I am confident that we did try to contact the customer.  However, since he has stopped payment on the charge there is no longer anything I can do.  This will need to be resolved through that dispute.

• Initial Complaint

  Date:07/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July *****, 2020 rental for 2 portable wheelchairs to be deliver to our hotel, ********************* to use for 3 days in ******** and to take on the ship for 7 days. Wheelchairs were never delivered to the hotel; instead, 1 scooter was delivered for **** Forum but she could not use this for this bus tours in the city. Two scooters were reserved for **** and ******************************* to be delivered to the ship (two additional invoices) and they WERE delivered.Mrs. Forum is 81 years old and was confused when she got to the hotel when found out there was a scooter instead of a wheelchair and did not think to call Scootaround at that time. She conveyed this to her travel agent, *********, after she returned home.

  Business Response

  Date: 07/31/2024

  We apologize for any inconvenience. We have spoken to our delivery driver for that location and he assures us that your delivery was made at 12:15 on 7/10/25 with 2 manual wheelchairs, along with a scooter for another customer.  I have verified with the other customer that he did receive his equipment.  Our driver has also confirmed that when he went back to the hotel on July 20th he retrieved all 3 pieces of equipment.  I do not know where the disconnect was.

  I am reviewing the notes on the file and I do not see where you contacted us between 7/10 and 7/20 to ask about  the manual wheelchairs.  If you had contacted us on 7/10 we could have reached out to the hotel and attempted to locate the equipment on your behalf, and if necessary brought replacement equipment.  Our first contact regarding any service issues was on 7/26.  

  Our customer confirmation clearly states that any compensation is based upon the date of notification. On page 6 of our Customer Confirmation it states "Any compensation is based upon the day we are notified. Please do not wait until after the rental to let Scootaround know about the issue, as that would make the Customer ineligible for compensation." We were not notified until the rental was over.  We would have been very happy to assist if we had been given the opportunity to.

  Your customer confirmation was confirmed by either yourself or representative on June 28th at 1:19pm.

  Again, we apologize for any inconvenience and wish we had the opportunity to resolve at that time.

   

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an independent contractor for a company named Clouds of Goods. Similar to Scootaround, we rent several articles to clients located in the entire country but I am located in ******. On May 7, I delivered a brand new wheelchair to a guest at the ********************** located in ******, **. A couple of minutes after I dropped it off, a Scootaround driver took it from where I left it. According to the Hotel, he was brought to a room to get his labeled chair but instead, took mine. My chair had a tag with the client's name but he still took it. I was not aware of this until the client called me and let me know he could not use the chair as he never got it. The hotel contacted Scootaround who told them they will swap the chairs the same day. The next day, they called again and were told the same. I reached out by the 10, mind you, three days after the "mistake" was made and not corrected. They told me they were aware and their driver would deliver it that day but not sure at what time. I called again the next day and they said they will reach their local storage. After a few hours I got a voicemail saying they spoke to their vendor and he did not take the wheelchair. I contacted the hotel and asked them to contact Scootaround since now they are denying the whole thing as well as requested for the chair to be paid by the hotel. They said they filed a claim and were going to contact me by Monday the 13th. I called the concierge and gave them the number to call for the person doing "the investigation", mind you, she was very rude and claimed they had been working with this vendor for ******************************************************************************************************** The concierge called them and stated the hotel and I will be filing a police report. Is Monday and now Scootaround says they have nothing to do with it and to contact the vendor. Like the vendor is not their responsibility

  Business Response

  Date: 05/29/2024

   Good Morning 

  My name is ***************************, this message was forwarded to me last evening.  I do not know a ***************************.

  Scootaround works with many 3rd party vendors throughout ************* and *******

  Scootaround had a wheelchair that was provided to our customer and delivered to the hotel. When the drivers go to the hotel to pick up the equipment the bell person goes to their storage area and brings out the equipment.  This driver was not the vendor but his part time helper, he took the chair provided by the hotel staff and did not pay attention since both companies use black canvas Drive chairs. 

  When the call came from the Cloud of Good Rep we contacted the vendor in ****** to look through his warehouse to see if the driver brought back an incorrect chair. We were assured he would look in the next day or so when he went to the warehouse. He did find a newer Drive chair that was not marked with our stickers. He returned that chair to the hotel and retrieved the proper chair from the bell man. 

  It was an honest error, the driver has been advised to always look to be sure it is our equipment that is being handed over to us by hotel staff. 

  Any further question please address to

  ************************;

  Cruise Operations Manager

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

   

   

   

   

• Initial Complaint

  Date:12/22/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am sitting here crying because my daughter is taking me on cruise for Christmas that leaves in 5 days 12-27-22 out of ***************. Yesterday I spoke to ******* at Scoutaround I told her I weighed 440+ pounds I don't know exactly because scale stops at 400. She said I might need HD scooter and she checked with supervisor no HD scooters were available and she approved standard scooter. I completed disability form for the cruise and they put me in scooter accessible cabin which was a downgrade from my original suite but my daughter wanted me to be able to enjoy myself comfortably paid 271 dollars only to receive a call from ******* stating that because my weight I could not have standard scooter and I could not have my 271 dollars refunded. I just cried not knowing what else to do because I was scammed 5 days before my cruise. I told her I breech of contract and my money should be refunded but she said she would file for refund but I won't get it because I didn't pay 10 dollars in advance for cancelation but I didn't cancel Scoutaround canceled when they refused give me standard scooter that we agreed upon thus running my 7 day cruise that my daughter spent all her money on to make me happy.

• Initial Complaint

  Date:06/27/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase-6/21/2022 City-*********, ** Amount of purchase ****** Was told scooter weighed 48lbs and was heavier than that. I could not lift it to put into my vehicle. This type of scooter was not a good transportable scooter. I was unable to use it and immediately called when I got it to tell this to the Scootaround company. When I talked to the representative she was going to try to get my money refunded but this did not happen. I paid for an item I could not use and it could have been immediately picked up but was not.