Monday, September 27, 2010
My complaint is for: THE SCOOTER STORE OF CHARLOTTE
I need your help please.
On September 12010, I called The Scooter Store of Charlotte, NC to have my husbands 5 month old, $2500.00, Celebrity X scooter serviced. They set up a service call for September 9, 2010. The service tech came to our home, took apart the whole scooter, checked every wire and connection, and determined a part was not functioning. He said he would order the part and it would be here in 2 to 3 days and then The Scooter Store would set another appointment for service. Five days later, when we had not heard from them, I called. They said the part had not ordered until that morning and should be in soon. They called the next day and said it was in and made and appointment for the 24th. Another service tech came, took off the plastic cover, and laughed. He said he had never seen a scooter before and had never worked on one. We had to tell him where the part went. After he hooked it up – nothing, it still did not work. He called the manufacturer, Pride Mobility, Exeter, Pa (1-800-800-8586) to get help. Two and a half hours later, they decided it would be another part, another 10 days for delivery, and yet another service call.
Under normal circumstances, that would be irritating at best, and we understand that machinery breaks down; but not after 5 months. If it were a car, I would have a loaner. That is where the problem starts. I called the customer service representative I explained that a year and a half ago the medical community gave my husband two years to live. That one month without his mobility is a VERY long time for a person with only 6 months to live. It is impossible for him to walk around his own house without eminent danger of a fatal heart attack. He needs, but will not get, a heart/lung transplant. The representative gave me a pat answer about it is company policy not to LOAN equipment, under any circumstance. In addition, how sorry he was but could do nothing. To be clear, they are not refusing to repair this scooter, they just have no urgency to do so.
This is not a mom and pop operation. This huge company makes MILLIONS from very ill patients. They advertise they will help make you mobile. That’s true. However, once you pay for a piece of equipment, sorry Charlie. They also advertise they will file the paper work for reimbursement. They refused to file our paperwork and left me to fight with Medicare, which by the way has turned us down for payment twice now because “the company which you bought this equipment from is supposed to file this claim.”
I would love to have a working piece of equipment for my husband’s mobility, BEFORE he dies. I need your help, please. If you take your cameras there, I am sure you would get some quicker results.
Thanking you in advance,
Diane and Brian Ronan
704-881-0940 Home 252-340-3498 cell bronan@roadrunner.com email
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