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:22/11/2024

  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.

  Was given a damaged scooter it broke down now they are trying to charge more than 2x the price of the part . This company uses intimidating language and are there to take advantage of old and disabled people and should be shut down

  Business Response

  Date: 22/11/2024

  This individual has minimal knowledge of mobility scooters and lacks an understanding of how their system operates. As shown in the provided schematics (highlighted in orange), the unit requires two control modules to function. This person has located only one module for sale, which accounts for just half the cost.
  Additionally, all the components they found are located in *****************. Bringing these parts into ****** would incur taxes and duties, and importing them without these costs requires a special import license, which we do not possess.
  This individual has damaged our mobility scooter and is now attempting to evade responsibility for covering the repair costs.

  Customer Answer

  Date: 22/11/2024

   
  Complaint: 22593185
  
  I am rejecting this response because: You clearly stated it was only one module that was broken . Even the invoice is only showing one not 2 and I've asked for proof of cost and has not been provided.  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/12/2024

  As previously mentioned, this individual lacks an understanding of electronics and how these systems function. While he is correct that only one of the modules is not working, he fails to recognize that this scooter has two separate motors, each with its own control module. Unfortunately, the manufacturer sells these modules as a pair, which means I have to order both modules even if only one is damaged.
  I completely understand that ordering a single module would have been more cost-effective for the customer, but that option simply isnt available. As shown in the schematics, these modules are designed and sold as a pair.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22593185
  
  I am rejecting this response because: you said it was literally both just last message and that is why it cost so much now your saying only one is broken . So why am I charged for the second... I also provide BBB with a quote I found directly where I was able to buy the parts in *******with no special license. Now it went from he is paying because 2 are broken to only one is but it's not our fault we had to order 2 . . I have already provided proof to BBB that I am able to provide all these for cheaper in ******. Plus you guys already charged a separate charge for shipping so now that's proof your double charging me in the price both for the part and for the shipping. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/12/2024

  Once again, this issue stems from this individuals lack of understanding of how electronics work and because of that he continues to spread misinformation regarding the situation.
  We diagnosed the scooter in their presence and at no point stated that both controllers were broken. From the very beginning, we have clearly emphasized that only one controller is damaged. However, the manufacturer sells the controllers exclusively as a pair. This is a standard practice, and we strictly purchase parts directly from the manufacturer to ensure their authenticity and correct programming. We do not buy parts from third-party sources, as we cannot verify their legitimacy or compatibility.
  I want to reiterate that we have NEVER claimed both controllers are broken. Any statement to the contrary is completely false. The invoice provided to this individual includes two controllers because, as stated, the manufacturer sells them as a pair by default.
  We hope this clears up any confusion caused by this misinformation.
  Sincerely

   

   

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22593185
  Sincerely,
  So am I entitle to keep the other halves for the module if I pay for it ? IT seams to be your lack of understanding scooters that has got you in a rental situation where the cost of fixing your own property was beyond your scope of expertise , since you lack the licenses to do so , and as you previously stated in your original argument I had found only one of 2 modules. AS ONE SCOOTER REQUIRED ONLY ONE OF THESE ***** YOUR ORIGINAL ARGUMENT OF COST. IN either way AM I ENTITLED TO THE SPARE PART THEN SINCE ONLY ONE WAS NEEDED AND I AM TO PAY FOR IT ? Also your already charged cost of shipping in separately. AGAIN why I asked for a detailed receipt with part numbers . 

  I want proof of old part with serial numbers . I want proof of purchase of the new parts along with serial numbers. I want the detailed last inspection report of the scooter prior and after the repairs and purchased parts and all matching serial numbers .. Please and thank you .
  
  ***** *****

  Business Response

  Date: 09/12/2024

  Sure, keep the parts that are not used. We are a fully licensed dealer and go through mandatory training every year to keep our licenses. By your admission you drove the scooter in the rain and as electronics 101, electricity does not mix well with water. You can pay for the parts as whatever that is not used during the repair you can keep it for yourself. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22593185
  
  I am rejecting this response because: You guys said yourself you needed a special license which you don't have to order the parts which added to the cost . Again putting the cost onto the consumer for a part . Wouldn't it benefit you to have to Begin with ? 

  Again I asked for proof of purchase. 

  Proof of inspection from last time it was used with serial numbers . 

  Proof of inspection after with serial numbers . .

  I'm not paying for your business lacking the logistics to import parts for things you rent .

  That is the business responsibility. I have once again Posted all the places I can have easily found one module . The proof is already in the screenshots. 

  The owner told me to "make them pay " when I asked if my taxi should wait . Because he said he thought **** would have to pay for the waiting time. It was clear he was trying to set this up to make a quick **** and stick it to the man . Now he is doing what ever he can to try to get a **** out of me . He gave me misleading billing information. Was not forthcoming about the information until I called him out now he is back pedalling to reverse engineering all his lies. 

  I showed my first screenshot that showed it could be purchased by itself.  The exact model number given on the receipt. You said there was also tax and duties which you said was why the cost was so high yet those were also added separately. So there is no cost breakdown or proof of part that exists. No serial number . All I got was misleading billing . A Professional Scooter place that passes the **** on their lack of ability to procure said part from reasonable sources. 

   

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

  Customer Answer

  Date: 10/12/2024

  I would like proof of purchase . I would like the serial numbers of the parts damaged and also the serial numbers of the parts being used to fix it.

  Secondly I understand you may have a supplier. But as it seams you don't have the specific license to import the parts through said supplier. I am willing to pay for part being aquired at resonable price . But I will not pay for you needing to buy 2 because thats the only way your retailer sells it as the exact module you said comes for single motor scooters as well  as you specified  .There for the part can be found for single modules and this is being order in double for no reason as the module is the same for the single motor scooters , the just need to for the dual motors .

  So I am willing to pay a reasonable price for the one part .

  But I do feel I should get a fair discount as I was threatened to be taken to court prior to ever even being given a bill. 

  also the billing was misleading and caused more stress and grief than I already need. I feel I've made it clear there are other options available if you guys truly are trying to help should we try to find the cheaper alternative. I'm willing to pay for one part that is needed for fixing the scooter . Not the cost of the lack of appropriate logistics.

  TO BE CLEAR : I will only pay with the prior inspection report with the serial numbers of the part broken and only with a proof of purchase of said parts to fix it  with serial numbers  .  

  I will not pay for the companies lack of flexibility and or ability to procure the parts for the scooters they rent . If anything now you will have a spare part if its kept by you I shouldn't pay for it . NO I DONT WANT THE PART EITHER 

  If this company had been more kind and for coming rather than misleading , they would still have my business.

  Please provide what I requested and revise the invoice with the parts serial number and all . 

  I also want proof of installation and inspection report for after its been installed. 

  Thank you .

   

   

   

   

   

  Business Response

  Date: 11/12/2024

  Dear *****,
  Id like to address your concerns clearly and definitively to avoid any further confusion:
  Water Damage Responsibility
  It is important to understand that electronics and water do not mix. By driving the scooter in the rain, you caused damage, and therefore, you are responsible for covering the repair costs.
  Invoices and Parts
  Upon payment, you will receive the same standard invoice provided to all our customers. We cannot allocate time to document the serial numbers of every part removed or installed. However, any parts not used in the repair are yours to take and sell as you see fit.
  Dealer vs. Manufacturer Roles
  As a dealer, we do not acquire import licensesthat responsibility lies solely with the manufacturer. Manufacturers handle importation, secure tax-exempt status from the federal government, and manage duties and fees for parts.
  Controller Programming
  Controllers require specific programming, and even with the same part number, performance varies depending on the manufacturer's program.
  Sourcing Parts
  While you are free to purchase parts from non-approved sellers, our business policy is to only source parts directly from the manufacturer to ensure they are brand new and legitimate.
  Pricing
  Our pricing is firm, and we do not offer discounts.
  Rental Terms and Agreement
  Attached are the rental terms and agreement that you signed upon renting the scooter.
  I hope this provides clarity on our policies. If you have additional questions, please feel free to reach out.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22593185
  
  I am rejecting this response because:Id like to remind you that you said that I had to paid for the cost of the duties . But now it the manufacture? No I will not pay with out the information provided . As I have no proof it happened otherwise . I will be contacting a lawyer. Thanks 

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