Complaints

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/14/24 I reserved a scooter from Florida Mobility Rental. I paid $182.01. I had to cancel on 7/11/24, and was advised by the company that I was entitled to a full refund. I was initially told that it would be issued in 5-7 days. After several inquiries I was advised on 8/7/24, that due to Covid, cancellation of something at ****** World and numerous cancellations that I would have to be paid in installments. On 8/8/24 I advised the company that I did not want the refund in installments and preferred one lump sum payment in the same manner that I paid. As of today I still have not received a refund.

  Business response

  09/08/2024

  As we value every customer and their situation we remain open and honest with all guests. The customer cancelled on July 8, 2024 for a reservation arriving on July 24, 2024.  
  
  
  She was sent a cancellation confirmation email offering an internal credit to use in the next few years or option for a refund. On July 11th she requested a refund instead of internal credit.  The customer was advised in writing the expected wait time for a full refund.  The email stated "As advised in the prior email we are still working through a large amount of refunds due to the ongoing effects of covid and recent storms/flight cancellations, so refunds are taking a lot longer than the normal one month time frame. When an amount is refunded, our system sends an automated email to you confirming the amount, from that point it typically takes between 5-7 business days to be cleared funds into your account depending on your bank's procedures". The customer replied that she understood on July 11th advising "Thank you for your understanding.  I prefer a full refund and understand that there may be a delay in you issuing the refund."  
  
  
   The customer then emailed on August 7th stating  "If my refund is not immediately issued to me I will have to reach out to the appropriate agency for assistance.  Thanks!"   That date being in the month time frame, meant there were other customers ahead of her to be refunded of which she was advised it possibly would take longer from the very first communication regarding her cancellation.  At that point in order to expedite her refund we offered to process it in two parts being in an installment.  The verbiage in that communication to expedite the refund stated "Therefore we would prefer to be open and honest with each person, it would not be ethical to mislead anyone, so we state that refunds are sometimes taking longer than the 1 month time frame. For a situation like yours, we will start to issue refunds in installments as soon as we can until it is fully refunded, this will speed up the process. Each time an amount is issued; our system sends an automated email confirming the amount, it then takes 5-7 business days to clear funds in your account, this is due to banking procedures and out of our control." The customer REFUSED the installment offer in order to receive her refund quicker replying that same day with "Hi, this is my last communication.  I do not want to receive my  $182.01 refund in installments. I paid you in one lump sum and want to receive my refund the same way.  If I don't receive the entire amount of $182.01 as soon as possible, I will be forced to reach out to the Florida Better Business Bureau for assistance.  Thank you."
  
  
  As the customer refused to be refunded in two installments this actually caused her account to be a bit more delayed in refund as she had to then go on the account refund list where she originally fell instead of us being able to help her get her refund back sooner which would have been quite some time before this was posted. She will in turn now go into a three part refund installment as stated in our Terms of Business which is not only on our website but also attached to each customer's confirmation email.  She is being refunded in the three parts and notified in writing when it is refunded.  We continue to communicate with our customers regardless if they are booking or cancelling and always do our very best to accommodate their needs while doing what we can for them.
  
  

  Customer response

  09/08/2024

  I have attached a copy of email I received from the company on today and my response.  It seems that I have no choice but to receive the refund in installments.  However, I do want to leave a description about my case on your website and will do so in the near future.  Thank you.

  Customer response

  09/09/2024

   
  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.    Date Sent: 9/8/2024 6:45:58 PM
  I have attached a copy of email I received from the company on today and my response.  It seems that I have no choice but to receive the refund in installments.  However, I do want to leave a description about my case on your website and will do so in the near future.  Thank you.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/5/24, I placed an order and paid for a scooter rental from Florida Mobility for 4/13/24-4/19/24. On 2/21/24, I decided to purchase a scooter instead, and within their cancellation policy, cancelled my reservation with them and requested a refund. They responded by telling me that it could take up to six months to refund my money, and wanted to give me a credit to be used within 2 years. They went on to state that the reason for the delay in refunding my money was due to excessive cancellations due to Covid. Going back and forth with them via email has resolved nothing, they keep giving me the same excuse. Six months is a excessively long period of time to receive a refund considering I acted in good faith by paying for the rental up front and conforming with their cancellation policy. I dont understand how they can state that they dont have the funds in their reserves to refund my money in a reasonable amount of time. Id appreciate any assistance that you can provide in getting my money refunded back to me in a reasonable amount of time. Its already been two weeks since I cancelled the order and requested the refund.

  Business response

  04/23/2024

  Further to our conversation, I can confirm that ************************* has already received a full refund of $234.19, for her scooter rental #*****, it was refunded directly back to the card she used to secure her reservation.

  
  

  As I mentioned during our conversation; previous to Covid, we had a contingency fund for refunds, primarily in case of weather, resulting in the theme parks closing, and everyone evacuating the ******* area. At that time we had very few cancellations, so refunds were taken care of quickly.
  

  
  

  Several of our competitors ceased trading during Covid, which is awful as we know how hard they would have worked! For us and many other businesses, it meant starting again. All the reserves in Florida Mobility Rentals were depleted within days of the lockdown. Our loss of business insurance declined to cover losses due to Covid, as was the same for many other businesses. All this was exacerbated as our customer base is made up largely of people who are medically vulnerable, and understandably are the last group of people who wanted to start traveling again. Sadly we also lost a lot of  regular customers we had got to know well over the years . Business has changed since Covid, we have far more cancellations each month now, and have adapted accordingly. We now take a part payment for reservations placed more than 3 months ahead of the customers required dates, this lessens the amount needing to be refunded, should the customer need to cancel. We will also issue refunds in increments to speed up the process, in fact ******************** refund was in 2 parts, but we were able to facilitate both parts on the same day.
  

  
  

  We have always operated a full disclosure policy, we send each customer a confirmation email, once a reservation is placed, with our Terms of Business attached. When we have a cancellation, we always offer to suspend the reservation, we offer for the customer to transfer the reservation if they have a family member or friend who can use it if they can't, and we will hold it at the price paid for up to 3 years, a lot of people appreciate these offers and utilize them accordingly. All of this is confirmed via email. 

  
  

  After Covid it was taking so much longer to facilitate the refunds, so we chose to be open about that too, most people understood and were very supportive of the fact we do honor every refund. The cancellation email we composed after ***** mentions it can take upwards of 6 months for a refund to be issued, as that was most definitely the case, we do need to amend that statement, as we are managing the refunds in less time now, and slowly but surely we aim to be back within the 1 month time frame for all refunds.
  

  
  

  In regards to ******************** refund; we were notified that she wished to cancel her reservation on 2/21, the refund was issued fully on 4/15, while we have made huge progress in reducing the time it is taking to honor refunds, this is still longer than we want it to be. We will continue to work on reducing the time, and changes we have made as previously mentioned are helping greatly.
  

  
  

  We have a great team of people working here, our customer service is something we all take very seriously, as I hope our conversation, and this email illustrates. Without all our customers and staff this company would not have survived.
  

  
  

  Best regards,

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

  
  

  Florida Mobility Rentals LLC.

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

• Initial Complaint

  11/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Friday November 11th 2022 at approximately 8:45pm, there was an order placed online for a scooter rental. Full payment was requested and my credit card was charged. We requested the delivery be made the next morning as early as possible due to plans that could not be changed. At 8am on Saturday November 12th 2022 I contacted Florida Mobility Rentals to see what time they could deliver the scooter to my parents. They stated they could not deliver until 12:30pm EST that day, which I stated would not work. I asked the rep on the phone to cancel the order and refund the credit card. She stated she cancel the order and that ********, the manager would have to process the refund the next day. On Saturday November 19th 2022 I looked at my credit card statement and there was no refund processed. On Sunday November 20th 2022 at 8:30am I called Florida Mobility Rentals and spoke with ********. She stated that there would be no refund issued because anything booked within 72 hours are eligible for refunds. I told her that I was never told that and never received any cancellation policy in writing. The rep I spoke with on Saturday November 12th 2022 also never stated anything regarding a refund not being processed. There is no cancellation policy on my receipt that I received and since they could not deliver when I requested and since there was no product or service ever delivered, I am requesting a full refund to my credit card of $202.30.This is a business with very shady business practices.

• Initial Complaint

  08/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented two scooters through this company and had to cancel my trip. I called to cancel my scooter rentals and was told that the refund process would take 30 days but they would like to offer to hold my reservation for up to 2 years for future use. I told the representative Michelle that I wanted a refund and was highly disappointed with their refund policy. It should not take 30 days to process a refund when it does not take 30 days to process a payment. I honestly believe they are hoping people forget about their refund. I've rented from this company several times and even referred my friends and family to them that were visiting the Orlando area. However, their refund policy and then trying to be convinced to hold my reservation for up to 2 years is beyond ridiculous.

  Business response

  09/06/2022

  Consumer Response /* (2000, 8, 2022/08/23) */ The company finally sent me a refund. Thanks

*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. ↩