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:01/10/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  12-30-2022 On this day I purchased a scooter from Restoring Mobility. After receiving the scooter, it was too heavy for me to handle. I returned it but the merchant said all sales were final. I left the scooter with the merchant. ;

  Business Response

  Date: 03/24/2023

  March 24, 2023
  
  BBB
  
  Purchaser -
  Date of purchase 12/30/22 at 10:08 a.m.
  Invoice number 110425
  Authorization code 655230
  Product serial # ***********
  
  Dear Representative:
  
  Below please find our rebuttal to the claims made by our customer. 
  
  Issue:
  
  The customer purchased a portable scooter and demanded a refund despite our posted policy of ALL SALES FINAL with clear signage in the store in multiple places and printed directly above the signature line on the invoice.  He abandoned his scooter in our store and disputed the charge.  ALL SALES FINAL is clearly printed directly above customers signature on the attached,signed and dated invoice number 110425.
  
  Facts:
  
  Saturday, 1/7/23 Customer called demanding in-home service that day.  He stated he could not remember how to reassemble the scooter and the scooter was
  
  beeping.  Our service department is closed on Saturdays. Our representative began trouble shooting over the phone and diagnosed the issue as user error based on the error code that was produced by the scooter.  Our representative provided the solution to solve this issue over the phone, but the customer seemed confused and irritated, so our representative suggested bringing the scooter into the
  retail store Monday, 1/9/2023 for assistance in assembling and moving the lever into the drive position.
  
  Monday, 1/9/23 Our representative met the customer at his vehicle to reassemble the scooter and put it in drive.  The unit operated as designed; it was not put into gear by the customer.  There was no issue with the unit.  It was user error and corrected promptly.  The customer and his wife came into the store and asked for a refund.  The customer stated they used the scooter for their trip and went to the manufacturers website to complete the warranty registration.  Our representative reiterated the All Sales Final policy. Our representative asked the store manager for assistance.  The manager restated the policy.  Our representative paraphrased the customers response as I guess I lost out, and the customer returned to his vehicle.  Our manager continued to talk with the customers wife who remained in the store.  See our managers statement for details regarding (1) the conversation about renting versus purchasing, (2) selecting one of the other models the customer tested before he selected the top-of-the-line model, and (3) our ALL SALES FINAL policy. The customers wife exited the store without taking the scooter. 
  
  Wednesday, 2/1/23 We received a fax stating the customer disputed the transaction because:
  
  Goods/services not received, not as described/defective or not suitable for purpose intended:  The customer received and used the portable scooter over 10 days before abandoning it in our retail store.  The portable travel scooter purchased was new and in perfect working order when sold.  The customer rode it, as well as other models in the store, prior to purchasing.  The customer received the goods he purchased.  See the attached invoice for his signature.
  
  
  
  
  For two hours the customer rode the scooter he purchased,as well as other scooter models, while he was in the store.  The purchased scooter was fully demonstrated prior to purchase including the assembly/disassembly process. 
  
  Portable travel scooters are designed for seniors with mobility issues.  The customer purchased the top-of-the-line portable travel scooter rather than a larger,
  heavier full-size scooter.  Thus, the purchased scooter was suitable for the purpose intended.  The customer used the unit as it was intended for their trip and then wanted to return the now used piece of medical equipment.

  I will send our customer a signed, certified return receipt letter today advising him that he has 30 days to retrieve his scooter before we dispose of it.  

  
  
  Respectfully submitted via portal,
  
  ***************************
  General Manager
  
  
  Attachments:
  Photo of sign at front left door
  Photo of sign at front right door
  Photo of sign at the transaction counter
  Scan of signed invoice
  Signed statement by our representative, *******************
  Signed statement by our store manager, *******************

  Customer Answer

  Date: 03/31/2023

  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.
  
  Regards,
  
  *******************