ComplaintsforScooterbug Inc.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked a scooter for the full length of a stay in February in ********The scooter did break down the first day we tried to use it. We called that it was having issues starting. They said to call back if we wanted to replace it. We did call back after talking it over and asked to replace it. Only then did they look up our booking, and since they saw we bought insurance for broken equipment, they changed their tone and said only if it fully breaks down that they will replace it. Took a full day for them to replace it for them to then not leave a key, so couldn't ise if for several hours after they replaced it. Scooterbug should have changed it when we told them within the first hour we got it that it wasn't working right... instead my partner went a full day in ************* without a scooter since they were all checked out.He has a broken foot, and we were depending on them to provide a working scooter. They did not. When we asked about a refund for the dats we couldn't use it, the representative said management would contact us. Several months later and nothing.

  Business response

  08/07/2024

  Dear *******************************,
  
  My name is *******************************, and I am a manager at ScooterBug. I recently reviewed reservation (C-176550) and the experience that was encountered. I sincerely apologize for the difficulties that were faced with our unit. We strive to provide all our customers with an excellent experience, and I regret that we fell short in this instance.
  
  I have processed a refund of $138.00, 50% of total amount paid, which should appear on your card within 2 to 3 business days. I have also collaborated with our warehouse team to ensure that maintenance and quality checks are conducted prior to the delivery of our units.
  
  Additionally, I will be reviewing all recorded interactions related to your complaint and addressing the concerns you raised. We have also been notified by the Better Business Bureau and will respond to them in hopes of resolving your complaint.
  
  If you have any questions or need further assistance, please do not hesitate to contact me. Thank you, and I wish you a great day.

  Customer response

  08/09/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rented a resort evc scooter on 5/17-5/19, had it delivered to ***************************** on ****** property. Picked up the scooter from the bell stand at 4pm was told it was fully charged. Rode the scooter back to the room and then food court area of the resort to eat dinner and the scooter battery completely died. We only had the scooter at this point for 1 hour and had not used it since bringing it to the room. Called customer service phone # on the key chain of the scooter immediately to report the issue. The only solution offered was to find an outlet and charge it again. If we still had issues, they could bring another one out the next day but no promises when it could be delivered! We were tired and just wanted to eat and go back to the room! My husband had to drag it across the food court to an outlet and wait for an hour for it to charge enough to get it back to the room. We charged it over night, as we had reserved plans the next day we couldn't miss. The next morning we took the scooter again, made it down to the pool area from the room (15 minutes tops, and it died again! ??) Unacceptable! This scooter was supposed to last 4-6 hours on a full charge. We charged it overnight!!! And still not working? Completely useless! Battery was defective and not charging! Once again my husband had to drag it back up to the room to plug in again, had reserved plans the rest of the day could not wait for another scooter! Reported this to scooter bug again when we left telling them not to rent that scooter to anyone else! I filed a complaint for a refund....almost 2 weeks,3 employees, and a supervisor later...their only offer was a 20% discount of $24.00 on a $126.00 two day un-useable rental! UNACCEPTABLE..I want a full refund. The ONLY reason I rented here was due to their contract with ******. If you're going to provide to ******, you better be the best and have top notch scooters and customer service. Your company had neither!

  Customer response

  06/14/2024

  I have not heard anything from them at all!

  Business response

  07/23/2024

  Hi ***************,
  
  My name is ***************************************** and I am the Director of ***************** I recently reviewed your reservation R-****** and the experience you received. I want to first say I apologize for your experience and the difficulty you had with our unit. We try our best to make sure all of our customers have a good customer experience. I have asked my team to refund your full reservation in the amount $126.00. This will reflect on your card in 2 to 3 business days. I will also make sure I partner with our warehouse team to make sure that maintenance and quality check is continued to be done each day. I will also be listening to all recordings reference to my team response to your request. We were also notified by the Better Business Bureau, we will respond and hope this will help solve your complaint. If you have any questions, please feel free to contact me.   Thank you and have a great day.
  *****************************************
  Director of Customer Service
  
  
  

  Customer response

  07/24/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Rented a stroller for stay at ******* Picked up 2/13 from bell services. Stroller was dirty/disgusting. Emailed advising, dropped another next day- even more dirty. Sent another, same scenario. My son has issues with his immune system. Their site specifically discussed cleaning procedures due to COVID 19 and none of these were followed. I had to buy supplies and take my time to continuously report concerns, trade strollers and wait in line at ****** to get tagged as a wheelchair with every switch. They refunded me $40 this is not okay. My son also came home with a bacterial infection, surprise surprise. Company is now ignoring my messages.

  Business response

  03/06/2024

  Thank you for bringing this issue to our attention. We apologize for not meeting your standards during your visit. We have issued back a full refund. A member of our team has also reached out to you to inform you of your refund status.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Rented an ECV that was supposed to be able to be disassembled for transport in a vehicle. Unit was defective and steering column did not lower to disassembled. Cancelled rental and Scooterbug thus far has yet to issue full refund holding almost $100 for one day rental charge for defective unit. Customer service rep Selena said request would need to be reviewed by management, which has yet to respond to request for telephone call to discuss this matter.

  Business response

  08/25/2023

  Hello *****. We apologize for not meeting your standards during your visit. Our team will be pulling the unit used during your rental to investigate this matter closely to ensure this does not happen again. We have issued back a full refund after a completed investigation and hope that you'll grant ScooterBug Rentals a second chance in the future.

  Customer response

  08/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  ScooterBug indicated it provided a full refund; however the company processed refunds totaling $270.58 while the charge was $270.59 as outlined in the attached images. While only one cent, it is factually inaccurate that ScooterBug provided a full refund as stated. Yet another example of poor customer service.

  I was credited back the difference by my credit card company. Simply pointing out a full refund was not received.

  Sincerely,
  
  ***** *****

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I rented an ecv from Scooterbug in Orlando for our trip to Disney World from May 31st till June 8th. I ordered the appropriate size scooter with an extra basket on the back. The scooter I received was smaller than I ordered, didn't include the basket I paid extra for, and was in rough shape with many scratches. The charger was very loud when charging the unit. I called to complain and was told I would receive a call back. I never received that call. On our second day in the park, the scooter wouldn't move. It would turn on and had a full charge but just wouldn't move forward or in reverse. I called and was told what to troubleshoot (All things we had already done). It still wouldn't work. I had to walk to the busses which is very difficult for me due to a medical condition. They did promise a refund for that day and brought a new scooter to the resort which was much better. It worked appropriately for the rest of our trip. Customer service was difficult at best to reach and difficult to deal with. I am waiting on my refund.

  Business response

  06/13/2023

  Thank you for bringing this issue to our attention. We apologize for not meeting your standards during your visit. Our team will be pulling the unit to investigate this to prevent this issue from happening in the future. Our team has issued a full refund upon completed investigation. We hope you’ll grant ScooterBug a second chance in the future.

  Customer response

  06/14/2023

  
  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.
  
  Sincerely,
  
  *** ***** *******

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have not been on vacation in over 20 years due to my handicap. I wanted this vacation to be wonderful for my grandson as it was his 6 birthday and this quite possibly would be the last time I would be able to vacation. The scooter that I rented for my 4 day 1/28 thru 1/31 stay at******* was horrific. After only an hour and half of use it would die leaving me stranded most of my day at *************. I called them and their representative and they sent me a new one. Surprise... the new one did the same thing on my trip to **************. I saw other people at the park who rented from these people who told me that they were having the same problems. I had to cut my day short at ************** as I was getting very frustrated. On my 3rd the scooter died after an hour in the middle of the park. There was no where to charge it and I was forced to walk all the way to the front of the park crying as I was in excruciating pain. I finally was able to rent a scooter from the park after waiting hours for one to become available. I am writing this in hopes of anyone reading this not making the mistake and do business with this company. I am looking for this company to do the right thing refund my money $119.00 in addition pay me the 50.00 for cost of renting a scooter from ***********.

  Business response

  04/01/2022

  Business Response /* (1000, 17, 2022/03/11) */ Hello. This is Mark S****** of ********, parent company of ScooterBug in Orlando, FL. We received notice of BBB Complaint Case#********* (Ref#***************************) with a response deadline by 3/14/22. It is 3/11/22 and the case is showing as closed. ScooterBug has issued Ms. ****** a full refund for her rentals with ScooterBug and at the park. Please advise how to proceed before the 3/14 deadline. Thank you. Phone 980.422.3044 or ********************* Consumer Response /* (2000, 19, 2022/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was very happy that the company reached out to me and refunded the cost of the scooter rental. I am still waiting on the refund of the scooter I had to rent. They advised me that they would be sending me a check.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a scooter on December 4th 2021 for 3 days. The total cost was 108.38. it was delivered to the Aria casino in Las Vegas. The scooter was damaged and me being in a wheelchair had a hard time. The scooter never locked in place. It rolled when shut off. It was in such a mess. The steering column was also broke it wouldn't lock either. Battery ran down so quickly it was aweful. Told bell desk and all they said is they will tell them.

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/12/22) */ Contact Name and Title: Burt S******,Director Op Contact Phone: 407-955-0336 Contact Email: ********************* Good Afternoon, In light of the complaint brought to our attention, we had the Scooter brought back to service. At the time of service our leading technician did not find anything damaged on the scooter and deemed it fully operational. We apologize for any inconvenience you had during your stay with our scooter and have issued a full refund. We hope that we have rectified this issue and you will continue to choose Scooterbug for all your mobility needs. Thank you. Consumer Response /* (2000, 7, 2021/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Because they are taking the scooter for service. They always had scooters that worked well. I never had a problem with them until now. I was scared to use it and after the bell desk said they would handle it and never did I figured I would have to. They handled it with complete professionalism. Thank you

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a scooter that did not work for the first two days, and when I got the "new" scooter it would randomly turn off, drive without the key in it and the horn would blare at random times unable to turn off. My receipt also says I purchased a bag holder and cup holder which I had to return so I'm not really sure what's going on with that and would like to know. I'd just like some of my money back especially for the days that I was unable to use the scooter.

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/11/30) */ We at Scooterbug strive to provide the highest level of customer service to our valued customers. In order to make this right, a full refund has been processed. We are sorry you had bad experience and hope to earn your business in the future.

*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. ↩