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:05/05/2025

  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.

  On 4/20/25, ***, the owner of Premier Vegas Mobility Scooter Rental had ****, his employee, deliver 2 scooters to us at ************** parking lot on "the strip". One scooter had a missing s**** That scooter was replaced with another one. The 2 scooters were placed in the slowest mode of speed, "turtle mode". We found out that one scooter went too fast and was difficult to control. It was one that "flew away"-uncontrollable. A few people tried this scooter and found it to be unsafe. So we didn't use this scooter nor the other scooter because it blew out the bathroom light when we tried to charge it. We called *** the same day to let him know about these problems. We paid $300 cash instead of using credit card because of 4% service charge for 2 scooters for 3 days, April 20- 22, at a cost of $50 a day. On that day we asked for a paid in full receipt. *** said he would send the receipt. **** called *** a few times asking for the receipt while we waited in ************** parking lot. A receipt was given the next day (see attachment). We hadn't seen this form before, therefore, we were not aware of his policies. We called *** again on Monday concerning the 2 unsafe scooters. *** said he wasn't allowed in ************** but that we could bring the scooters to the parking lot. But we weren't going to drive 2 unsafe scooters. *** and a ***** employee came to examine the scooters. They rode the hallway at a fast speed. *** said all his scooters worked and are in excellent condition. Initially he said a refund would not be given even though we deemed the scooters unsafe. At this time, *** said we should have called when this first happened, which we did on the first day. After reiterating the issues, *** said a refund of $75 for each scooter would be given. We shook hand on this agreement. We agreed to meet in ************** parking lot for said refund. We called for the next several days but no response from ***. We left Las Vegas on 4/23. The reservation was under the name of *** *********.

  Business Response

  Date: 05/08/2025

  On or about March 15, 2025, a third party, *** ********, reserved three mobility scooters for April 20, 2025. The reservation was made on behalf of herself, Defendant ******** ******, and another unidentified woman.
  The rental was scheduled to be delivered to ************** in Las Vegas, ******. The rental rate was discounted contingent upon all three scooters being rented. A cancellation would void the discount, and standard rental rates would apply.
  On April 20, 2025, at approximately 4:30 PM, *** ******** refused delivery of her scooter. However, two scooters were delivered to ******** ****** and the unidentified woman. Each of them paid $150 in cash, representing $50 per day for a three-day rental.
  On April 20, 2025, at around 8:00 PM, Defendant called Plaintiff complaining that her scooter would not stop after releasing the throttle. Plaintiff informed Defendant that no issues had been reported by previous renters and asked if the other scooter had similar issues. Defendant responded that it did not.
  Plaintiff arranged to inspect the scooter the following day. Despite multiple attempts to contact Defendant on April 21, Defendant responded at approximately 12:00 PM and scheduled an inspection.
  At approximately 1:00 PM on April 21, 2025, Plaintiff and a witness arrived at *******. Both scooters were inspected in the presence of Defendant and another person. Both were found to be operating properly.
  Defendant and the other renter stated they were not comfortable using the scooters, claiming they were different from those typically found in grocery stores. Plaintiff explained that those scooters are indoor-use only and governed to a slower speed.
  Defendant requested a full refund. Plaintiff cited the rental agreement and policy stating that no refunds are provided once a scooter has been accepted and used. Defendant was also referred to the companys website which reiterates this policy.
  After further discussion, Plaintiff offered a conditional refund of $75.00 if the two scooters could be rented out to other customers. The *********************** were not rented again during that time period, so no refund was issued.

  This is a complaint being filed with the ** district court in the sum of ********** for defamation.  The idea that you think u can publish lies without any repercussions is astonishing to me.  This is the background info from the complaint being filed.

   

  Customer Answer

  Date: 05/09/2025

  To Whom It May Concern:

   

  On May 6, 2025 at 9:36p CST, I received a phone call from the owner *** provoking and agitating me regarding this matter.  Soon after said phone call, *** began to text me at the following times on the SAME DAY (May 6, 2025):  9:41pm and 10:00pm.  On May 8, 2025, *** texted me again several times:  6:16pm, 6:17pm, 6:18pm and 6:24pm.  I have not responded to him or anyone from his company since filing this complaint at the BBB.  I have attached screen shots of said interactions.  Thank you in advance for assisting me in this matter.

  Warm Regards,

  ******** ******

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23285541
  
  I am rejecting this response because: 

  To Whom It May Concern:

   

  On May 6, 2025 at 9:36p CST, I received a phone call from the owner *** provoking and agitating me regarding this matter.  Soon after said phone call, *** began to text me at the following times on the SAME DAY (May 6, 2025):  9:41pm and 10:00pm.  On May 8, 2025, *** texted me again several times:  6:16pm, 6:17pm, 6:18pm and 6:24pm.  I have not responded to him or anyone from his company since filing this complaint at the BBB.  I have attached screen shots of said interactions.  Thank you in advance for assisting me in this matter.

  Warm Regards,

  ******** ******

  
  
  

• Initial Complaint

  Date:05/31/2023

  Type:Delivery 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.

  In April I rented a scooter for my wife from *********************** at Premier Vegas Rental. I really liked that particular scooter and called to ask what brand it was because I needed to buy one & he said he'd sell me a good, used ************** it to me in ***** for $1000 which is about half price of a new one. On April 26, 2023 under ***'s direction I Zelled $1000 to his wife *****************************. He said ***** was the only payment he'd accept because he'd been "stiffed" before using a credit card payment. I really liked *** when I met him in Vegas, we hit it off with good funny conversations, I thought we could be good friends, I talked to his wife **** on the phone a few times & really liked her too as we talked about different tequilas. After they took my money they wouldn't send me the scooter. For the past 5 weeks all I get is excuses which are- "I've been so busy I haven't had time, I'll do it tomorrow I promise, I picked up the boxes I'll send it *** tomorrow, I sent it 4 days ago, I'm moving & can't find the tracking number, I'm not that kind of guy, I'll send you another one & then I'll look for the lost one, I've got one in ******, ********** I'll send you because it's closer to you than me." Sorry but Vegas is closer to ***** than ****************. I've tried everything for the past 5 weeks to get them to live up to their end of this transaction with no resolution. I even asked for my money back with no response. At this point in time I don't want his scooter- he'll probably send me a crappy one with a bad battery. He's had many opportunites to resolve this issue but won't. We are 69yo senior citizens living on social security now dealing with brain ***************** issues & here he is causing my wife all kinds of stress that she doesn't need. Just send me my ************* call it good. I really need help with this issue. Right now I'm out the scooter & the $1000 which I could use toward another scooter. Please help

  Business Response

  Date: 06/15/2023

  This young lady rented a scooter from us.  When delivered she was given a mobility scooter, a basket and a charge. Upon returning she did not return the basket.  I contacted her about the missing basket and she informed me my delivery girl didnt give her one.  I went to my delivery girl and she said she did.  Contacted the lady told her she owes $85 for a basket. She goesKaren on me saying isent this sum kind of ********.  She refused to pay, to this day she still has not paid nor have I asked her for it.  I did however put her on a do not rent list.  We choose not to rent to her any,ore, shes mad so she files this complaint.  Once again we choose not to rent to her anymore, which is our right

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20124956
  
  I am rejecting this response because:

  His response is about someone entirely different. 

  I am a 69yo male senior citizen with long white hair and *****. 

  He sold me a mobility scooter for $1000 to be delivered by *** to me in ***** for my wife who has brain cancer and mobility issues. 

  He refuses to deliver anything but excuses.

  It has been more than 7 weeks now and I had to purchase another scooter for my wife.

  He has ghosted me and will not communicate with me.

  I want to be refunded my $1000 because now I can't trust him to send me a good scooter- and I do not need 2 scooters. 

  Thank you for helping with this issue. 

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

• Initial Complaint

  Date:05/15/2023

  Type:Billing 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.

  I was visiting Las Vegas with my family, and called Premier Vegas Rental on Friday 4/21 to rent a scooter for the weekend for my father. The company was recommended by one of the concierges at ************ and when I called ***********) and spoke to the owner, we arranged for a scooter to be delivered later that day. The woman who delivered it was named ********, and she was friendly and polite. The scooter (#***) looked fine and she handed ** a plastic bag with the charger and said when we return it at the end of our rental on Monday 4/24 that we should put the bag with the charger on the base of the scooter and leave it with the concierge/bell desk. She told ** to leave the bag on the base of the scooter because there was no basket to leave it in on either the front or the back of the scooter. At the time, I did not know this was unusual and didn't think anything of it. Both my mother and sister were with me when ******** dropped it off and confirmed that they remember her saying this. I paid the agreed-upon $180, we did as instructed and the scooter was picked up on Monday morning. Later that day, I received a text message from the owners personal number ***********) saying that the scooter was missing its basket and that we owed $85 to replace it. I responded and let him know that the scooter did not have a basket when we received it and we had left the charger on the base of the scooter as instructed by ********. He refused to engage further, insisted that they do not rent out scooters without baskets, and that I was lying about the basket and what we had been told by ********. My entire family and my father, who was riding the scooter, all confirmed that there was no basket on the scooter. The owner told me that if I do not pay the $85, he would add my name to a do not rent list referenced by 8 of the 9 Vegas rental companies to eliminate people who break rentals, dispute charges, and steal.

  Business Response

  Date: 05/31/2023

  She is right, she did rent from us, as noted all worked well, the part she is wrong about is she did, in fact, get a basket. She did not return the basket. I told her she owes ** $85 for a new basket, all my scooters are delivered with a basket, a charger and a key.  She refused to pay so she is on our do not rent list.  Not sure what her complaint is about. She said the service was good, no problem with the scooter. She complaining about what exactly.

  ? The fact we disagree if she got a basket or didnt?  Already solved I will never rent her a scooter again, problem solved.  She can rent off the other places in Vegas, most if not all of them that want a deposit scam you out of the deposit or tack on imaginary fees like scooter insurance . She can rent off them.  As always, premier Vegas rental does not charge a deposit, offers free delivery, free pickup and no fake charges like scooter insurance.