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:08/17/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  In May of 2022, 2 weeks before we were scheduled to travel to Las Vegas, I ordered a scooter for my father. The scooter was supposed to be delivered by 4pm, but it didn't arrive. When I called the company, they told me that our delivery time was a 2-hour window and that the scooter was on its way. We received a temporary scooter from the hotel and I got my dad checked into his room. We waited for hours with no word from the scooter company. Finally, at 8:29pm, as we were on our way to dinner, they finally called to say they had arrived with the scooter. I told him that we no longer needed it. Because we took so long, we ended up keeping the scooter that the hotel provided my dad. I called the manager the next day and he was rude and unapologetic. He said that he'd give us our money back, but never did-absolutely disgusting. I'm happy I was with my dad to help him. I can't imagine other senior citizens who would've been stuck with no one to help and advocate for them. For a company who provides services to senior citizens and disabled individuals, they should have better customer service and be more reliable.

  Business Response

  Date: 09/13/2022

  Customer use our ********************** back in May at the ***** hotel in Las Vegas, and then after more than 3 months call their credit card company to get her full refund.
  We already told them that the scooter provided by the bell desk was our, since we are the exclusive provider for the hotel.
  
  Regards,
  702scooters.com
  

  Customer Answer

  Date: 09/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business is incorrect with the facts of the situation.
  I called the day after the scooter was supposed to have been delivered to the hotel. They failed to deliver the scooter that I ordered directly from them according to the contract. I ordered a scooter that was larger and had 4 wheels.
  So that my dad wasn't left stranded, we were able to work out something with the hotel. It was a smaller scooter, but we had no other options. I called the supervisor the next day to complain (I have phone records to support this). The supervisor that I spoke with was supposed to have reimbursed the $250, but they never did. I put in a claim with my credit card company immediately when I returned, but my credit card company at first declined it due to lack of response for additional information (they didn't inform me). That's when I filed the BBB claim.
  When I hadn't heard anything, I followed up and provided the information that was needed. They reviewed my evidence and reversed the charge and ended up crediting me the $250.
  Now the company is upset and wanting me to pay twice. When they dropped the ball, I worked out something with the hotel for the scooters that they had on hand there. I don't know the relationship between the hotel and the scooter company, but this is simple. The scooter company and I had a contract. They did not keep up their end of the contract, so they don't get paid. I don't know why they think they deserve any payment. They didn't deliver the scooter that I ordered plain and simple. They need to have better customer service and provide better service to their customers and then they wouldn't be in this situation. They left my disabled veteran dad pretty much stranded, and they treated us horribly (very rude). It's laughable that they are trying to get paid for something that they didn't provide. Thank goodness for the hotel helping us out. What we worked out with the hotel and paid them has nothing to do with them. They need to drop this and focus on providing better service.