Incomplete Refund & Terrible Customer Service
Order Number XXXXX I ordered a power chair from ScooterLink. They sent me the wrong chair, then the one that they sent to me wouldn't work. So, techs were sent and the chair couldn't be repaired? I requested a full refund and ask that the chair be picked up and return to Scooterlink. The ordeal that took place, just to get the chair picked up was terrible and after several attemps a partial refund was made. I paid $1698.00 for the chair and ScooterLink refunded 1298.00. They kept $400.00 of my money for shipping, which according to my invoice, there was no charge for shipping? People being treated like this is really bad. I checked your website and noticed that someone else had the same problem with these people? If only I had checked your website prior to dealing with these people, I would not have done business with them. In addition to my refund, I would like for this complaint to be posted with the others so people can see the type of business these people conduct. I mailed all of this info to the Attorney General's Office in Tallahassee and they suggested that I also file a complaint through you. I can fax documentation to you if needed. Just email me your fax number.
Complete Refund and this complaint being posted on the BBB Website so others can see the complaints that have been filed against these people.
Mr. ***** received the chair he ordered (Order Number*****), a Pride Mobility Jazzy Select 6. The chair was shipped and delivered as promised. Scooter Link did not ship the 'wrong chair'. Mr. ***** contacted Scooter Link with a purported battery or battery charger problem and also complained about the speed of the chair. During these conversations Mr. ***** suggested that he may be going into the hospital for an extended period of time and seemed to be looking for a reason to return the chair. Based on the Customer's good faith information, Scooter Link sent out a set of new batteries (at no charge) to Mr. ***** and a programmer and technician was also dispatched to re-program the power chair to custom program the chair to his needs, all of which was done at no charge or expense to Mr. *****. The technician also installed the batteries. After the batteries and re-programming was complete, we were not advised or any continuing trouble or problems with the chair.
Mr. ***** made a decision to return the power chair which is governed by our 'Return Policy' which is on the web site. The terms of the return and return policy were explained to Mr. ***** and he agreed to them and the chair return was processed.
Mr. ***** erroneously states that there was 'no charge for shipping'. This is an incorrect statement as there is a substantial cost to ship the wheelchair to Mr. *****, it is included in the price of the chair. We also had this discussion with him and he understood that he has the choice to return the chair, which he would have to pay certain charges pursuant to the terms and conditions clearly displayed on our site. To accommodate Mr. *****, Scooter Link even waived the 20% restocking fee.
I believe that Mr. ***** did not understand or did not take the time to review the terms and conditions which govern returns and cancellation. The fees he was charged in connection with the cancellation and decision to return the chair were clearly explained to him and are expressly addressed in our Return Policy portion of our web site. Mr. ***** never requested or demanded a full refund.
Scooter Link takes great pride in providing quality new and used power chairs and providing timely and attentive customer service including Mr. *****. It appears that Mr. ***** was simply looking for a way to cancel his order and avoid our Refund policy.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not surprised to see ScooterLink's reply. Given the service and treatment that I received from ScooterLink, this type of response was expected. I gave an accurate account of my transaction with ScooterLink in my original statement, leaving out some of the details that are now needed. The wrong chair was shipped. The Jazzy Select 6 has wheels that extend out in front with a center drive. The wheels out front prevent me from getting close enough to my equipment to safely transfer over. I worked with ScooterLink for a long time, but only got sarcastic remarks and no relief for the problem that needed attention. Two Techs were sent out to install new batteries in the chair & program it, ignoring the orginal problem of the wheels out front? Two very nice gentlemen(that ran an upholstery shop in************) came by and successfully installed the new batteries. When I gave them the programmer and showed them what the chair was doing, they were unable to proceed any further? Saying that they had no knowledge of programing the chairs? And they left? I immediately notified ScooterLink of this and asked for a FULL REFUND and that the chair be picked up and returned to ScooterLink. (See Attahed Letter) The speed of the chair was never the problem? The chair would sway in all different directions. The toggle or internal controls were messed up and was VERY unsafe for someone in a wheelchair. I was amused to read where ScooterLink said I had never requested a FULL REFUND? When has anyone returned faulty equipment and asked "PLEASE GIVE ME A PARTIAL REFUND"? (See Attachments for Letter & Statement of Shipping Charges) Then ScooterLink goes off in a couple of other directions talking about discussions/Return Policy/Website etc., which never took place?
However, I have rented a powerchair until I can make arrangements for a replacement.
In addition, I don't see any need to go through any more of this "I SAY, HE DAY" process with ScooterLink. In closing, Please post these exchanges on your website for others to reference, hopefully before they contact ScooterLink.