• Report: #928383
Complaint Review:

The Scooter Store

  • Submitted: Thu, August 16, 2012
  • Updated: Thu, September 20, 2012

  • Reported By: Margaret — Pensacola Florida United States of America
The Scooter Store
Internet United States of America

The Scooter Store They say customer satisfaction is their goal; they lie! Internet

*UPDATE Employee: Medicare is more difficult now ...

*UPDATE EX-employee responds: TSS = Fraud

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 Customer satisfaction is our main concern  Im not sure those are the exact words used in the TV advertisements for the Scooter Store products, but that is the gist of them anyhow.  For those of you considering a purchase, may I suggest that you rethink your choice of providers FROM Scooter Store to someone else. 

It is true that they work persistently to get approval for your purchase and payable by Medicare if your doctor jumps through all the right hoops in completing the qualifying forms they send.  Fortunately, my doctor had a person on staff who recorded all the data from my chart and performed the summary paperwork after he had done his evaluation so it was clear, complete, honest, and accurate.  I got the power chair at no cost to me.

HOWEVER, within a year there was a problem and the chair was totally down.  It would not run.  I contacted the Scooter Store and was told they had to get clearance from my Medicare insurer before they could even send someone out to take a look at it.  I asked if they had a loaner I could use and I was told that was not possible until they talked to the insurance carrier. 

Well, IF you have read the papers the doctor fills out to qualify you for a power chair, you will know that you must be:

Unable to walk without assistance.

Unable to mobilize yourself in a normal wheelchair

Unable to do your normal IN-HOME activities without a mobility aid.

Unable to walk through your home WITH a walker.

Knowing that, would it not seem that the customers satisfaction would include meeting their needs and that when their means of mobility was non-functioning, there would be a compensatory loaner available for their use immediately?

IF the customers satisfaction and mobility NEEDS depended on the power chairs function and the customer offered to borrow the money to PAY FOR the repairs to have them done NOW and then be reimbursed when the insurance approved it, wouldnt you think the company would accommodate that request?

Well, in the case of my experiences (now not just once but twice in slightly over two years) with the Scooter Store, there has been a two week period where I had a non-working or inadequately working piece of equipment and totally restricted mobility EACH TIME.  In the latter incidence I talked to my Medicare carrier and she checked, advised me that the Scooter Store had filed
the request with the wrong company.  She got immediate approval and called the Scooter Store back to tell them it was
approved on the spot.  They said they would have someone contact me within three days, yet when I talked to the
Scooter Store on the phone several times, I was told they had a technician in Pensacola every day so they would immediately come take care of it when they got approval.  The local Scooter Store agent even told me (each time, by the way):  Let
me check the latest e-mail to see maybe if it has come through while we have been talking.  Nice line. 

If ever I am allowed to live long enough to get another power chair, I can promise you I will do my homework well and the purchase will NOT be made through The Scooter Store. They are very large, very vocal, and very popular.  I dont know why.  Maybe I have the only lemon experience in their history.  Or maybe other people are having problems and just havent said
anything.  If you have had problems with follow-up repairs and/or maintenance, I urge you to make you voice heard.  And if you have not yet purchased a scooter or power chair, I strongly recommend you consider another companys product.  

This report was posted on Ripoff Report on 08/16/2012 06:37 PM and is a permanent record located here: http://www.ripoffreport.com/reports/the-scooter-store/internet/the-scooter-store-they-say-customer-satisfaction-is-their-goal-they-lie-internet-928383. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Medicare is more difficult now ...

AUTHOR: RF in TX - (United States of America)

Unfortunately, thanks to all the fraud that was going on getting these chairs Medicare has gotten much tighter in their coverage criteria. Even after then approve the chair, if they find out that you don't really need it for what you said you do they instruct us to go pick it up. Medicare is BROKE, just like the rest of the government.

You can expect it to get much much tighter as things go on. The latest change was that they want to Pre-Approve every repair ... so it takes a long time to get any repairs done. I'm sorry that this has happened but it really has very little to do with the company. Most smaller companies have just plain gone out of business because they can no longer meet Medicare's requirements. 

I don't know if this helps, but at least you know the whole story.
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#2 UPDATE EX-employee responds

TSS = Fraud

AUTHOR: Scooter - (USA)

What do you expect.  They pay under $900 for these power chairs that are manufactured in CHINA and then they bill Medicare over $3000.  Then, when repairs are necessary, they do everything they can NOT to repair it because this cost comes right out of their pockets.  They lose money on servicing these chairs that you rely on.  They are in it for the money, this is why they promise to do everything possible to get your power chair.......it's what keeps them in business and enjoying the beautiful building and offices on cult hill.  They do not care about you, only about getting paid by Medicare.  Once they get paid for your chair, forget it.  After that they start losing money.  Try requesting service at the end of the month.  They're too busy pushing deliveries to "get those numbers in" to worry about fixing chairs.  They buy the cheapest batteries available (from China) for repairs which is why your chairs slow down after awhile.  They will always tell you it's because you're not charging it properly.  They have untrained "service techs"........they are nothing but parts changers.  Did they bombard you by asking for referrals?  They have a quota on getting referrals from you so they can send information to your friends.  How many times did you get asked for a referral.......from the first person you talked to through to the person who delivered your chair......and then by the parts changer who showed up for repair.  Some of them even ask to see your address book so they can record all of your friends names.  They are in it for the money........plain and simple.  Medicare needs to know of their tactics, as well as all of the fraud that is committed on a daily basis.  
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