ComplaintsforBuena Vista Scooter Rentals

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a wheelchair for my handicap mom and they gave me a broken wheel chair when I went to pick it up. What a poor quality company that immediately lost my trust!! I called they says they had 24 hours to call me and to pick it up the wheelchair to inspect it. They also said they would have a manager call me. No call received!! Nope I had to call several times. No call back. Being on vacation for only 3 days instead of losing the entire day at a park we couldn’t wait and I was forced to make new plans. Park tickets cost a lot of money for 4 people and waiting hours or a day was not an option. They ruined our first vacation day! Upset my mom a lot too. I needed to make different arrangements!! Why was I given a broken wheelchair? Why is that ok? Why am I charged for it I didn’t use it and refuse more broken equipment from this company. I no longer trust!! I never ever should have been give a broken chair in the first place for a handicap person. Don’t they have quality control? .I didn’t want my mom to fall, is that what they wanted? They delayed our trip dealing with the broken equipment they delivered to me. I called many times to get my money back and they refused. They said each time some one would call me yet they waited until a week later once I was back home to call me. Awful to charge for a broken product!! Scam company taking advantage of visitors on vacation!!

  Business response

  08/21/2023

  We have read the issued complaint and looked into the reservation in question *********** placed under the name ***** ***********

  The guest reached out regarding an issue with the wheelchair that was rented (at 5:13pm), letting our reservation team know that the arm rest was "wobbly". 

  Our Customer Service team offered to have one of our drivers deliver a replacement unit, in an effort to rectify the inconvenience and have an opportunity to take look at the unit in question since our equipment is thoroughly checked before and after each rental.  The replacement was denied by the guest as they stated wanting a full refund instead. the call was disconected.  

  Our team spends time prepping the equipment, cleaning the equipment, and delivering the equipment for each rental.  Because of the time put in to each rental, we have a 48 cancellation policy.  Anything that is cancelled the day before a rental has a one day rental charge, and anything cancelled the day of is subject to a 2 day rental fee.  If the unit was in fact unsafe, there is no way we would take on a liability as such.  Not only would we inspect the equipment (which we have) but we would most certainly NOT rent out a piece of equipment that was not safe.  

  At 5:16pm, 3 minutes after the disconnected call, a member of our team reached back out to the Guest, offering a one day refund and a replacement chair to be delivered to the resort-

  Guest left a message the following day, 8:35pm, again demanding a refund-

  We have noted in our sytem additional calls, as well as calls made by our management team to assist in rectifying the guests concerns.  It was a few days later that our management team and the guest were finally able to speak and a refund was the only option given by the guest-

  We service thousands of guests each year, and have "poilicies & procedures" in place to not only provide the guest with necessary information regarding their rental, but to also protect us from providing services without adequate comepnesation.  In our policies and procedures (which is emailed to each guest upon completion of their booking) it states our cancellation policy.   Now, we are not implying anything regarding the honesty of this guest, but demadning a refund due to their claim of unsafe equipment without allowing us to properly verify the issue is not how our business operates.  Unfortunately, there are dishonest people, that would say anything to get out of paying for something that they recognize they may not have needed.  Us offering a replacement allows our team to put eyes on the issue, at which time, if it is clear there was a problem with our equipment, we would be better equipped to apologize to the guest and offer them a full refund for the inconvenience.

   

   

   

   

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called Buena Vista to inquire about a scooter for 2 days while visiting Disney World. They told me they don't deliver directly to the parks. They told me they deliver to the resorts only. I told them I have a family member staying in the resort but wasn't sure if the resort would allow me to come pick it up there since I was staying off property. I told them the dates that I needed it and the resort. I told them I would have to check with the resort and would call them back. I called the resort and was told I could pick it up but would have to store it overnight with the family member. This was not going to work because the family member's room was too small. I called Buena Vista back within 10 minutes and was told that I would have to pay for 1 days rental because I didn't cancel within 48 hours. I told them I had to check first and never told them to book it. They told me it was in the contract which I didn't receive until after I cancelled. The 2 day rental was $104 and was told I had to pay a one day rental. I was charged the full amount for 2 days and never used their service. I also never agreed to the contract.

  Business response

  10/11/2022

  Business Response /* (1000, 5, 2022/10/10) */ Good morning- After reveiwing the guest complaint and the account in our system, Under the name ********* *********, we have gathered that a reservation (#*******) was placed on 10/4. It is also clear that the guest called back later that day to cancel. Our company policies clearly state that all booked reservations have a 48 hour cancellation policy, and anything cancelled closer than that, to the start date, will be charged a one day rental fee. These cahrges are to make up for any necessary work done to complete the reservation, pulling, cleaning, tagging, loading and delivery of the equipment. It is certainly not tyical for us to refund a guest the cancellation fee. However, due to the legnths made by this guest, regarding the fee, we have waived the charged and will have the charge refunded back to thier card today 10/10/2022. We hope this effectively satisfy this complaint, and the guest and this will require no further action. Best- Consumer Response /* (2000, 7, 2022/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the refund as the 10 minutes it took me to call them back after speaking with them did not require them to load, unload, or clean the equipment. I'm sorry that it had to take this action but am satisfied with the response.

*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. ↩