ComplaintsforScooter Direct

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On september 29 2022 I purchased a brand new handy scoot scooter Through scooter direct.There is a 2 year warranty on the scooter and recently I've been having problems with it.I already submitted for a warranty repair on a latch. And they replaced it with a new one. But I'm still experiencing problems with it also, There is loud noise coming from the tire area. I brought it up to the business.Attention, and they told me to contact a repair shop to get it fixed. There are no repair shops that are willing to fix it. So they told me to mail it to them. And they will fix it. But I will be responsible for the cost of the shipping. I told them I will not pay over 200 plus dollars to ship it when it's still under warranty. I would like a full refund on this scooter or free shipping so that they will send it for repairs and fix all the things that's wrong with it.

  

  Business response

  12/04/2023

  The HandyScoot product is sold with a ************* limited Parts Only Warranty as noted on the Sales Receipt and online.  Warranty issues are handled directly by the manufacturer.
  
  WARRANTY: **** limited warranty extends only to the original owner and is not transferable to anyone else. If a defect exists, HandyScoot will, AT ITS OPTION and to the extent permitted by law either (1) provide  components to repair the unit using new or refurbished parts at no charge to you, (2) exchange the HandyScoot with a functionally equivalent product that is new or refurbished; or (3) refund the original purchase price. **** warranty excludes damage caused by abuse, misuse, accidents, unauthorized repairs, alterations, modifications or other causes that are not defects in materials and workmanship for which HandyScoot is responsible.
  
  "AT ITS OPTION" in the warranty means the manufacturer, HandyScoot, not the dealer, Scooter Direct, will address and decide how to process warranty issues.  According to the customer the manufacturer has been addressing the issues with the scooter but is not willing to pay the shipping costs.  **** is an issue that the manufacturer has complete authority over and Scooter Direct has no ability to override their decisions.  Scooter Direct will notify HandyScoot of the customer's displeasure and ask that they reconsider his request.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 4, 2023 Ordered from and delivered by: Scooter Direct, LLC ***** ********** *********** ** ***** ***** ********* ****** * ***** ******** ***************************** Sale # ***** I ordered and bought: 1 EV Rider Transport+ Folding Mobility Scooter *** ************** Color: Purple, with Armrests Discount: EMAIL5 Total Purchase Price after discount: $2,121.35 (Paid via credit card ...0436) I fully read the company's return policy. I also spoke to a customer service representative, "Russel" via chatbox on the website, to confirm what I wanted and expected. Upon arrival, April 7th, I unboxed the unit with no problem and fully read the user manual. I took the scooter for a test drive at a local grocery store, on April 10th. The new scooter performed perfectly, compared to an EV Rider Transport+ that I already own. On April 17, I took the scooter to NYC, NY via Amtrak. During the trip, the scooter performed perfectly, until I was riding it in a neighborhood on the upper west side of Manhattan. It suddenly began stopping violently, for no apparent reason, 6 times in 1 block, alone. The scooter operated normally after leaving the area, and returning home. I have taken my original, 7 yr. old Transport+ to the same neighborhood 4 times, with no incident. Upon my return from NYC, I contacted Scooter Direct, asking for advice. I was told to contact EV Rider, who referred me back to Scooter Direct with no resolution offered or made or offered by either party. I requested a return and replacement of the Transport+ from Scooter Direct, and was told to contact EV Rider. EV Rider requested copies of my sales documents and the SN# of the Transport+, which I provided via email, May 1, with a CC to Scooter Direct. I got no response from either party, so contacted both via phone on May 4th. Each in turn referred me back to the other, again. I believe the Transport suffers from grossly inadequate shielding against "EMI," described on pg. 7 of the "User Manual."
  

  

  Business response

  05/05/2023

  Message below was received from the US Distributor regarding the issue reported:

  Attached are the reports required by the FDA in regards to power mobility and in order to grant approval to sell this model in the U.S. The scooter and its components were tested and meet or exceed the requirements for Electro Magnetic Conformity. Furthermore, there have been no changes to any of the components of this model scooter.
  
  Per FDA requirements, the user manual as well as separate tags must alert the user of all mobility scooters about EMI. It is possible that your customer happen to be in the vicinity of high radio, TV or cellular emissions that affected her scooter when the levels exceeded the required shielding for her scooter. This would explain that the issue is not present anywhere else and neither did affect her other scooter before. It is most likely that the signal in that area happened to exceed the required shielding that particular time and place.
  
  The experience that the customer had confirms that the scooter operates fine, except when it was subjected to excessive EMI. Under those circumstances, regardless of the brand or model of the scooter, her scooter would have been affected by EMI.I suspect that the incident was only an isolated one where the simultaneous interference from TV, Radio and cell phones happen to take place at the same time – something like the perfect storm.
  
  If there was no requirement by the FDA to disclose and alert users of the possibility of EMI, we would understand the claim, however, the customer also confirms that the scooter works fine outside that particular area. When she had been in that particular area with her older scooter, there were no issues with EMI, because the signal strength from TV, radio and cellular phones were not exceeding the maximum levels, thus her older scooter was not affected by it.
  
  In regards to the claim that the scooter suffers from grossly inadequate shielding, we would have numerous reports of this issue and we don’t. In fact, this is the first one since we started distributing scooters in 2005. The attached reports of compliance with FDA requirements regarding EMC done by third-party, approved FDA laboratories show that the scooter in question is in compliance and negates the claim of grossly inadequate shielding.

  Based on the above, no replacement will be offered.
  

  Customer response

  05/18/2023

   
  Complaint: ********
  
  I am rejecting this response because:  Scooter Direct provides no proof of a "perfect storm" of EMI, only speculation.  In fact, they prove my complaint.  The affected scooter was consistently affected predictably, over the course of three particular days of the week, including time of day, and the routes I chose.  The old unaffected scooter has been in the exact same area four times, on the exact same days of the week, including time of day, and routes, with no affect, whatsoever.  Scooter Direct also says they expect they would have received many complaints, by now, from other scooter owners, presumably in this same area, Upper West Side: Broadway to Central Park West, from 77th St. to 81st St., NYC, which they apparently have not.  Therefore, their response, including lack of complaints and "perfect storm" support my claim, that ONLY MY scooter is affected, which supports my claim that this is a singular manufacturer's defect that escaped detection at the factory.  As such, it is covered by the warranty.

  So, as per my original contact and complaint, I am claiming a singular manufacturer's defect.  I did NOT mean to imply that this entire model line/controller is defective.  If I misspoke, I apologize.

  I am complaining that only this scooter's control module, is defective.  I merely request that Scooter Direct honors the manufacturer's warranty and authorizes a return/exchange of this scooter, for a same model.  If the replacement scooter behaves exactly the same as the present scooter, then I will request authorization for a return/refund, since that will prove that this new controller, being used in this newest model of S19+, is too sensitive for my needs and purposes, in New York City.  If Scooter Direct wishes to dispute "my needs and purposes," then I will request that they provide written verifiable statements from owners of this model of S19+ residing and/or using it in the above outlined Manhattan neighborhood.  At which point, I would gladly join Scooter Direct and possibly those [former?] owners in making a complaint to the controller manufacturer and/or the USFDA about increasing the shielding requirements of these modules.  YES, the proliferation of technology and increasing EMI in our world is obviously an issue, and not my fault or responsibility.  And, surely shielding enhancements will be needed eventually, industrywide.  Also, two defective scooters in a row is nearly impossible, and the magnitude of the sensitivity I experienced would certainly produce the same or similar experiences, complaints, return/exchange/refund requests as my own, by now.

  If I may, I respectfully request a time extension/allowance, as I disposed of the original box my scooter came in.  THAT'S HOW CONFIDENT I WAS IN THIS NEW SCOOTER'S ANTICIPATED PERFORMANCE.  Also, be advised, that my scooter arrived with a broken reflector.  I made no complaint or report of this, because it is merely cosmetic, and usually not covered under any warranty.  Neither does it affect the operation or safety of the scooter, and is only visible under close inspection.  This may also speak to how the controller defect escaped detection.  As I said, this is a truly great scooter.  If Scooter Direct can provide me with a new box, I thank them in advance.  If not, I have already found a source for a manufacturer's original box, but I don't know how long ship-out of that box may take.  Finally, I am now in recovery after my first cataract surgery, with the second following in approx. one month, so I would be most grateful for just alittle consideration for my own so-called perfect storm of issues.  If you would like proof of surgery, I will supply it upon demand.  Please be advised, that a full shake-down test drive in Manhattan for the replacement scooter cannot take place until at least August, so I would also need that time adjustment, as well.  I will gladly provide full documentation of the proposed trip, if necessary, to prove the time frame and location.  Let alone, it will certainly require my physician's approval.

  Or to propose a certain remedy: if Scooter Direct can exchange the 2023 S19+ with a previous or current model incorporating the same controller as in my 2014 model, I will GLADLY accept that.  I do love the 2023 model.  But to expedite an amicable resolution, I am willing to accept a less technologically dependent S19+. Please let me know if you require the serial number of my 2014.  Thankyou.

  Sincerely,
  
  Irene W *******

  

  Business response

  05/26/2023

  Per EV RIDER:
  The customer acknowledged that the scooter works perfectly and without any issues around her home, She stated that the scooter showed issues only when she was in specific are of Manhattan. This proves that the specific area where she had been and only at the time that she was there, there was an elevated EMI. As the EMI warning that we are required to list, per the FDA requirements, the EMI at that specific time and location exceeded the compliance rate of 20V/m, thus the scooter showed the signs that the customer indicated in her complaint.
  
  The controller manufacturer tests each of the controllers they supply to meet the rate of 20V/m. That is part of the QC protocols, otherwise, the controller could not be sold to any of the scooter manufacturers around the world. Furthermore, the controller, model S-Drive made by PG Drives, is perhaps the best controller in the market today and has been the best since the 90s. Having said that, there is a slim possibility that the controller could have developed an internal issue with one of its components if the scooter was shaken, dropped or driven on uneven terrain that would result in excessive vibration.
  
  Neither the manufacturer nor the distributor (EV Rider) and/or the authorized seller of this product can agree to the demand to replace the scooter or a subsequent one for one simple reason: the scooter arrived in good condition, was used without any issues and was only affected in one specific location at a specific time. Then the scooter continued and continues to work without any issues. This confirms that the scooter is sound.
  
  Given the relationship we have with Scooter Direct and to appease the customer, who also specifically alleges that the controller (not the scooter as a whole) is defective, we can provide a replacement controller to the customer, however, per policy, EV Rider will not cover the cost to replace it, which is estimated at ½ hour of labor.
  
  While offering to send a replacement controller under warranty, this is by no means a tacit acceptance that there is something wrong with the controller or the scooter, for the scooter functioned and continues to function without any issues in any environment with the exception of a specific time and location, where the customer observed EMI interference.
  
  Per Scooter Direct:
  The responses provided are provided by the manufacturer who provides and dictates the warranty, as noted online "Warranty by EV Rider, LLC".    If the manufacturer states the issue is not covered under warranty then Scooter Direct is assisting in the facilitation of the warranty but has no authority to override EV Rider's conclusions or decisions.
  
  Since EV Rider has agreed to offer a new controller to the customer, we will provide the shipping of this part to the customer ONLY if they are willing to acknowledge this is the Full Compensation for this issue. 

  Customer response

  05/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20020567, and find that this resolution is satisfactory to me.

  However, be it known that:

  I HAVE NOT BEEN ABLE TO USE the scooter for FEAR of these sudden stops. 

  I HAVE NOT USED THE SCOOTER SINCE RETURNING FROM MANHATTAN.

  I BOUGHT THIS SCOOTER SOLELY FOR USE IN MANHATTAN -- SOLELY FOR USE IN MANHATTAN!

  Even if replacing the controller solves the problem, I will not buy another scooter with this type of controller, let alone an EVRider branded product.

  This is how you treat people with physical limitations?  Shame on you!
  
  Sincerely,
  
  Irene W *******

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