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The good, the bad, and the ugly - discover what customers are saying about The Scooter Store

Welcome to our customer reviews and complaints page for The Scooter Store. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with The Scooter Store.

On this page, you'll find a comprehensive collection of reviews and complaints from real customers who have used The Scooter Store's products or services. Our reviews are authentic and unbiased, providing you with a complete picture of the company, its products or services, and their customer service.

Whether you're considering doing business with The Scooter Store, or you've already had an experience with them, our community's reviews and complaints will give you a valuable perspective on what to expect. Our goal is to help you make informed decisions about where to invest your time and money, and we hope that our platform will be a valuable resource for you.

Please feel free to browse our reviews and complaints and share your own experience with The Scooter Store. Your feedback is an important part of our community and will help others make informed decisions.

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5:01 pm EST
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The Scooter Store Jazzy Pulse 6

I would like to know if there is anyone out there who knows a law firm that is dealing with a class action law suit against The Scooter Store for consumers who have been defrauded I am having trouble finding information on this please email me if you have any information on this or send me a paper letter my email is [protected]@hotmail.com or you can send it to Carey A. Coffman 75 Coffman Circle Sutton WV 26601.

Thanks,
Carey
PS
I need your help.

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baglady
logansport, US
Oct 15, 2009 2:52 am EDT

got the number off tv and there claim is "if we qulify you and your ins. turnd you down, we will give you the scooter at no cost" so i called, got a return call and answered several health and personal questions was told they would handle everything, and i definatly qulified. never heard from them again, nor did my dr. who they were supposed to contact and i provided contact info for. called them several times, no call back

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bridgewater2111
Bronx, US
Sep 03, 2010 1:36 pm EDT

I'VE HAD THIS JAZZY 1160 POWER BARIATRIC WHEELCHAIR FOR 1 1/2 YEARS AND THE CHAIR HAS BEEN MESSED UP FROM DAY 1. THE CHAIR IS MAKING NOISES, CLICKING NOISES, AND ETC. I WANT A NEW CHAIR ASAP. WHEN I CALL FOR THE REPAIR SERVICE THEY DON'T WANT TO REPAIR IT OR THEY TELL ME I'VE GOT TO PAY OUT OF POCKET.

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tormados
Greenville, US
Jan 24, 2011 10:04 am EST
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medicare provided the chair i am a double knee bilateral amputee they said i was denied, and any repairs need to be out of pocket it is a piece of crap but its all i have...

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SCOOTER STORE, YUUUKKKK
DISTRICT OF COLUMBIA, US
Dec 02, 2010 9:57 pm EST

LET THE BUYER BEWARE! These are people you do not want to get anywhere near for any reason whatsoever. They are skilled only at getting paid by Medicare, and after that forget customer service. After receipt of the chair, I ordered an Assist Tray. It was not as described or pictured. I sent it back by UPS fully insured, at a cost to me of about $45. It was received by them 3-1/2 months ago and signed for by their employee "Stolinski". I have tracking number and reference number.
Credit card company reports they have never given me a credit.
Now they are billing me for $231 showing it was returned, but that I still owe them $231. I wrote them and explained the situation and begged for a written answer. None received.

Now I just received a repeat bill of $231, completely ignoring my letter. Apparently, everyone at THE SCOOTER SCOOTER SCORE, NEW BRAUNFELS, TEXAS, is out to lunch.

If you want a power chair, go someplace else and read reviews first.
Perhaps these people think I have a mental problem and will foolishly pay them again. Worst company I ever dealt with.

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cheapjew
, US
Sep 17, 2010 9:19 pm EDT

Its making noises because you are so ###ing fat the chair frame and suspension is loosening up. The clicking sounds are from the gearbox, which you are also overloading.

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jcbsngramm
Alpharetta, US
Feb 10, 2010 11:24 am EST

I am going through my problems with the Scooter Store too...they qualified me, they came to my home, measured doorways, my height, weight, etc. etc. then I was told I would have the chair in about a week. After almost 3 weeks I called them to check on status, at that point I was told my insurance (Medicare/and supplemental) turned it down. So where is my FREE chair. Almost 3 months later I am still getting the runaround with them, and so is my Dr. (she submitted all the forms that they needed) but we still wait.
I would never recommend them to anyone...and when I see their commercial on t.v. I want to throw a shoe at the t.v.

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Dr G. House not the tv guy
Atlanta, US
Nov 27, 2009 7:23 pm EST

I'm 100% on your side you would think myself being a Doctor I cound do this very easy, lol when the paper work got to me I COULD NOT TELL WHAT THE HEL* WAS GOING. I HAD CALLED THE NUMBER OFF THE TV ADD AND ASKED FOR A POWER SCOOTER WELL THE PAPER HAD ME DOWN AS WANTING A POWER WHEELCHAIR. THEY STATED I DID NOT TELL THEM WHICH I WANTED SO WHEN IT ARRIVEDIT WAS THE WHEELCHAIR AND MY DAD NOT KNOWING BETTER BECAUSE OF HIS MIND SIGNED FIR IT AND I SPENT 4 DAYS TRYING TO CORRECT THE ORDER WIYH NO LUCK. I WAS TOLD IN 5 YEARS HE COULD GET A NEW REPLACEMENT CHAIR THE ONE HE WANTED LOL SO THIS ONE HE HAS SITS IN A ROOM COLLECTING DUST AND HAS BEEN USED ATOTAL OF 20 MINS 19 OF THEM BY MYSELF AND THE 1 BY HIM HE IS SI AFFRAID OF IT TIPPING OVER HE WILL NOT EVEN SIT ON IT. I WOULD SELL IT BUT I DONT KNOW THE LAW AS FAR AS THAT GOES BECAUSE IT WAQS PAID FOR 100% BY MEDICARE AND MEDICAIDE SO WHAT CAN I DO BUT WAIT ONLY 2 1/2 MORE YEARS NOW LOL

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2:29 pm EST
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The Scooter Store Poor Repair Service

My wife was severely injured in an auto accident in 2006 and has been confined to a wheelchair ever since. She currently uses a Quantum 600 power chair that we purchased from The Scooter Store. When service is required, you call an 800 number and you are told that the local service center will contact you within three business days. No effort is made to prioritize calls. Therefore, depending on when the call was received, a technician may be dispatched to replace a torn armrest while someone with a dead battery or burned-out motor waits. In general, it has taken about seven days from my first call until the repair is completed.
On the Tuesday before Thanksgiving, my wife's chair "died". I called the 800 number and they tried to walk me through several possible solutions. When they failed, I was given the "three business day" story. Since it was Thanksgiving week and The Scooter Store was closed Thursday and Friday, my third business day was Tuesday, the 27th. That means my wife would already be without her chair for up to eight days before they were required to call and schedule a visit. A technician actually came to the house on the 27th but all he was able to do was make a list of parts to be ordered. Since The Scooter Store stocks very few replacement parts, the technician told me it would take 10-14 days for the parts to arrive in his shop. When they are received, we will be called to schedule another appointment. The end result is that my paraplegic wife will be without her power chair for a minimum of three weeks and possibly longer. I was told that they have no loaner chairs and no policy of helping with the cost of renting a temporary replacement.
The Scooter Store depends on Medicare funding for a large number of its sales. They heavily advertise their Medicare relationship and emphasize their commitment to "make you mobile". I think their only commitment is to make money. They are just another example of what's wrong with the Medicare system

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Allen Mark
, US
Apr 10, 2013 5:58 am EDT
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Unfortunately your chances of being serviced by The Scooter Store are very slim. Due to the proven but still "alleged" Medicare Fraud by this company, and the recent FBI raid on their buildings, they do not have enough employees left to handle all of their customers requests. Once the FBI investigations are complete, and those responsible for the fraud are brought to justice, this company will close their doors. The only suggestion I have would be to contact the manufacturer of your husbands chair and explain the situation and ask what other company you can contact for service. (Contrary to popular belief, The Scooter Store did not manufacture their products, rather they bought them from a company such as Pride Mobility for a fraction of the cost that they billed Medicare) Any DME company in good standing with Medicare should be able to service the chair. I would also complain to Medicare. But definitely contact the manufacturer of the chair for assistance! Good Luck!

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echota19
Fort Belvoir, US
Apr 09, 2013 10:36 pm EDT

I have been trying to reach the Scooter Store by phone for over a month. I have tried every hour of the day every day of the week and get the same thing: A pre-recorded message stating they are experiencing higher than normal call volumes. There is an estimated wait time of six minutes. They are no longer taking new customers. If you stay on hold, in exactly one hour it will hang up on you (you listen to the same message over and over and then CLICK it hangs up in one hour). It does not matter which number you call- the 800 numbers, the local numbers, the service repair numbers- all the same. My husband has a special built electric wheelchair that was custom built by the scooter store for neurological problems. This is not the run-of-the-mill "scooter for going out to the mall. This is a specialty chair that he needs just to get to the bathroom. I have been trying to reach someone at the scooter store since early March, even by email, and have received no response. The pin is broken on the motorized leg lift thus the legs do not swing away so that he may get into the chair. Furthermore, the chair is not charging correctly, not holding a charge. This chair is only a little over a year old and while it is used daily it is used to get to the bathroom or the living room or on a para-lift for transport to the hospital. He cannot use a manual wheelchair because he is too neurologically deteriorated. There is obviously a black-out on media reporting because I have not seen much news about the inability to reach ANYONE at ANY number for the Scooter Store and I am sure it is not just me having this problem. Sadly, if I cannot reach them to make these repairs, I have been told that the repairs have to be paid for out of pocket. The only story that I have found is at this link : http://www.9wsyr.com/content/news/your_stories/story/Disabled-man-not-getting-any-help-from-The/uO_FN-8lh0Cle9GCEyYc5g.cspx

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Allen Mark
, US
Feb 08, 2013 9:40 am EST
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You are correct, The Scooter Store is in it only for the money. They only care about selling you a chair and billing it to Medicare, after that it is not their problem.

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4:31 pm EDT
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The Scooter Store delivered the wrong chair

doctor stated chair must have seat lift (short person) for use in kitchen.
seat must be large size the patient can't bend left knee.
the wrong chair was delivered, bad seat size, no seat lift.
the first maint visit 6 month's later both drive unit's were replaced and both batteries as well.
even the person noticed that the seat was small and very uncomfortable to sit in, he didn't have the parts.
made note only and stated he would be back.
now all the tires need replacing and both batteries as well.
I have stopped making my co-pay payments until they come back an fix this cheap chair.
they soaked both my ins and Medicare for this chair.
today the front left half of the bottom seat is collapsing and the plastic has gone bad.
I half to charge the batteries every two hr's to use this chare.
all I want a chair that works for me with out pain...

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The Scooter Store Jazzy Chair HD

I am 53yr. and I received a power chair just under a year. I have had nothing but problems from day one, 1. needed both motors replaced with in one month and I didn't use it at all because it was pulling to one side, 2. needed to have seat adjusted and was told my seat on this chair did not adjust I needed to have this takin care of because the front of the machine was hurting the back of my legs, I did get someone here and was able to adjust the seat to my comfort, 3. was out in the yard and my neighbor noticed my rear wheel was missing the scooter store came out to repair and told me that they put tight lock and I would not have anymore problems. 4. WELL I WENT OUT TO GET THE MAIL AND ON MY WAY BACK IN I WAS COMING UP MY RAMP AND STARTED TO TIP BACK TO THE RIGHT SIDE WELL AS IT ENDED UP ME FACE DOWN ON THE CEMENT WITH THE CHAIR ON TOP OF ME, I WAS HOME WITH JUST MY 3YR. GRANDSON AND I WAS YELLING FOR HIM HE WAS CRYING AND SO UPSET, I TOLD HIM TO GO TO THE NEIGHBORS HOUSE THAT GRANDMA NEEDED HELP 3 OF MY NEIGHBORS CAME OUT IT TOOK 2 OF THEM TO GET THE CHAIR OFF ME AT THAT TIME MY ONE NEIGHBOR SAID WELL NO WONDER YOU TIPPED YOUR BACK WHEEL IS GONE, SHE WENT LOOKING FOR IT AND FOUND IT LAYING IN MY YARD, AT THAT TIME I HAD TO CALL RESCUE BECAUSE WHEN IT WAS TIPPING I WAS TRYING TO BRACE MYSELF AND HURT MY RIGHT SHOULDER. THANK GOD IT WASN'T WORSE, SO NOW THEY COME TO FIX THE REAR WHEEL AGAIN AND HE INFORMS ME THAT THE OTHER WHEEL IS READY TO FALL OFF AND HE WOULD HAVE TO COME BACK HE DIDN'T HAVE THE RIGHT PARTS. SO FOR THE TIME I HAVE HAD THE CHAIR I'VE HAD PROBLEM AFTER PROBLEM. I AM ASKING FOR SOMETHING DIFFERENT, I AM VERY NERVOUS ABOUT USING THE CHAIR NOW, I WOULD LIKE IT REPLACED WITH SOMETHING WITH 4 WHEELS THAT IS NOT GOING TO TIP. IF THIS PROBLEM HAPPENED ONCE O.K. BUT 2X'S, I AM TIRED OF GETTING THE RUN AROUND OH THIS PERSON WILL CALL WITHIN 5 DAYS THEN NO PHONE CALL OR WELL I'LL HAVE TO GET THIS PERSON TO CALL. I AM VERY UPSET WITH THE WAY THIS IS BEING HANDLED AN I WAS SO EXCITED TO BE ABLE TO GO OUT OF MY HOUSE. NOW THIS! I DON'T WANT TO HAVE TO GO FURTHER WITH THIS, AND I AM ASKING FOR YOUR HELP AS YOU ADVERTISE 100% COSTUMER SATISFA

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The Scooter Store Service after the Sale

Customer satisfaction is our main concern” – I’m 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:
1. Unable to walk without assistance.
2. Unable to mobilize yourself in a normal wheelchair
3. Unable to do your normal IN-HOME activities without a mobility aid.
4. Unable to walk through your home WITH a walker.

Knowing that, would it not seem that the customer’s 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 customer’s satisfaction and mobility NEEDS depended on the power chair’s 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, wouldn’t 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 don’t know why. Maybe I have the only “lemon experience” in their history. Or maybe other people are having problems and just haven’t 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 company’s product.

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echota19
Fort Belvoir, US
Apr 09, 2013 10:39 pm EDT

I have been trying to reach the Scooter Store by phone for over a month. I have tried every hour of the day every day of the week and get the same thing: A pre-recorded message stating they are experiencing higher than normal call volumes. There is an estimated wait time of six minutes. They are no longer taking new customers. If you stay on hold, in exactly one hour it will hang up on you (you listen to the same message over and over and then CLICK it hangs up in one hour). It does not matter which number you call- the 800 numbers, the local numbers, the service repair numbers- all the same. My husband has a special built electric wheelchair that was custom built by the scooter store for neurological problems. This is not the run-of-the-mill "scooter for going out to the mall. This is a specialty chair that he needs just to get to the bathroom. I have been trying to reach someone at the scooter store since early March, even by email, and have received no response. The pin is broken on the motorized leg lift thus the legs do not swing away so that he may get into the chair. Furthermore, the chair is not charging correctly, not holding a charge. This chair is only a little over a year old and while it is used daily it is used to get to the bathroom or the living room or on a para-lift for transport to the hospital. He cannot use a manual wheelchair because he is too neurologically deteriorated. There is obviously a black-out on media reporting because I have not seen much news about the inability to reach ANYONE at ANY number for the Scooter Store and I am sure it is not just me having this problem. Sadly, if I cannot reach them to make these repairs, I have been told that the repairs have to be paid for out of pocket. The only story that I have found is at this link : http://www.9wsyr.com/content/news/your_stories/story/Disabled-man-not-getting-any-help-from-The/uO_FN-8lh0Cle9GCEyYc5g.cspx

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4:15 pm EST
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The Scooter Store where is my chair

The Scooter Store qualifyed me 3 times and came in my apt 3 times with a scooter to fit me with the chair but did not leave it. All this in 3 years giving me the run around why they did not leave the chair.And they knew i had only one leg.And a weak arm and they knew i have trouble getting around with my manial wheelchair but there comeral says if we qualify you and your insurace turns you down we will give you the chair. So where are my 3 chairs. The bottom line is there liars and cheats and the law should make them pay a hefty fine.

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Update by onemeangator
Mar 13, 2012 11:56 am EDT

this is what happen to me.Every body in the usa needs to boycott the scooter store

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jcbsngramm
Alpharetta, US
May 11, 2010 6:20 am EDT

where is my chair?

6 mo. ago I contacted you and applied for a Scooter ...went to my Doctor and she completed your questions and wrote a prescription for me. Your company sent to my home a Scooter Store employee to measure my doorways, and take my measurements for the chair. When the employee left he stated I would be receiving my chair and someone to work with me to operate it, either later that week or the following week. To date I have not received my chair.

Your advertisement clearly states that if you pre-qualify me for a Scooter and I am denied later, you will give me a Scooter FREE. So where is my Scooter?

My patience over these last months has worn thin. My need for the chair has not. I am requesting a letter from your company in writing as to why you have not complied to your ad(s).

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Mary Davi
Austin, US
Aug 07, 2012 9:44 am EDT

If your doctor fills out your paperwork but does not qualify you, you cannot get the chair. If it comes to the time of delivery but you do not have the space in your home to use the chair/do not plan to use it indoors/cannot operate it by yourself/do not like it...etc then they cannot leave the chair with you.

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ljn
Queen Creek, US
Mar 13, 2012 10:55 am EDT

The Scooter Store's advertising promises and actual service are complete opposites. Doctor visit, forms completed, several calls, produced NOTHING. Doctor gave us copies of his completed forms and told us he's had nothing but problems with this company . The Scooter Store is one of the absolute worst companies I've ever had contact with!

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Karl-ac
asdfg, US
Apr 30, 2011 1:02 pm EDT

From their website: "No wonder we can offer The SCOOTER Store Guaranteed Freedom Program. With 96% of our claims approved by CMS, seldom is someone qualified by our program denied. But on the rare occasion it does happen, we stand by our word and give them their power chair absolutely FREE"

Sure looks like a promise to provids "...them their power chair absolutely FREE" Whats up with that

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chris105678
washington, US
Jan 01, 2011 5:40 am EST

I have seen there commercials and they have never said that. Why would they give you a chair for free if they did not qualify you. Do you see whats wrong with that statement.

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3:26 am EST
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The Scooter Store compliment

I will begin By shouting it out from the highest mountain... in today's talk that would translate to the World Wide Web. The story starts on New Years Eve. My wife contacts the Scooter Store via the web. Within thirty seconds of her disconnecting the live chat and as she is telling me the phone is going to ring... it is ringing. Brit is calling on landline from ex.2777. Brit is on top of it... Brit has the ball, sort of speak, and is heading for the goal post. It's a touch down move and brit locks the deal knowing he has only days to finish because I have already had my 'one on one' required doctor examine... 40 days ago and it is about to expire. Brit passes the ball into the hands of Norma Ex2776 and she is off and running knowing time is of the essence... We're talking warp speed. Norma in action stops the clock. It's up to Wyoming Dave from the Salt Lake City office... Wyoming Dave has the ball and Wyoming Dave delivers... The Scooter Store delivers... Dave had to travel 190 miles one one across and through the Great Salt Lake Desert... The Scooter Store Delivers ... and wins the game on [protected].

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tammy baker
Cutler Bay, US
May 12, 2011 9:48 pm EDT

I have contacted the salesperson several times complaining about the chair that they have sold me. All he was interested in was selling me the most expensive chair medicare would approve, using the excuse that, that was the kind of chair my doctor said he wanted for me.. All the script says on it, is order one electric chair.
He said I needed this for that etc...got one the most expensive chairs medicare would approve, and all I wanted was a regular Jazzy. I had one before and never had any problems..They even measured me for this chair mind you. My feet don't reach the pedal, my thighs hang over the edge of the seat cutting my circulation.. I'm in extreme pain after sitting in this chair for only a few hours. I've asked them to please either fix it, or let me have the regular Jazzy, but they refuse, and this chair cannot me fixed in order to accomidate me comfortably. I am extremely upset, one that medicare is stuck paying for this, and I am stuck with this chair for not under 5 years, and if it still runs right, I am stuck with it until if breaks to the point where it's too expensive for them to fix.I actually had to have my doctor up my pain medicine to compensate for the extra pain this chair causes me. If there is anyone out there that can help me please let me know, I have fought them over this chair for over a year now. Thank You.

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3:32 pm EST
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The Scooter Store Don't live up to their promises

I need to relay a story so you can pass it on. My mother is suffering from bone cancer and is becoming more reliant on a motorized wheelchair more and more every day. We obtained one from The Scooter Store with seemingly "no hitches". She was approved by them through Medicare and she had to pay for some on her own as well (the part that Medicare wouldn't pick up). The Scooter Store has a well advertised "guarantee" that if Medicare denies a claim, the Scooter Store will cover the claim. NOT TRUE! They are calling to repossess the wheelchair because my mother is now being covered by Hospice, and Medicare will now not cover the claim. My message is to let everyone know that The Scooter Store does not stand by their "mobility guarantee" and to not recommend them if ever in a situation to have to recommend a place to buy a wheelchair. I will now be searching for a private sale of a used motorized wheelchair for my mother. It's a shame that businesses falsely advertise to the elderly and people who require these items. I personally feel it's shameful.

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Hora
Cleveland, US
Jun 19, 2015 12:49 am EDT

I never buy nothing in that business but are not a unique. I have a scooter who are my own hell, a first a business sell a use and body damage for new, and broke outside many times, after claim give me another, but use and was much worse, last years get two services and now another two services, Invacare lynx 3, a worse of worse, a last services was cost medicare near to 3.000$, motor, axle, ground board, two back tires and many another part, a second day I was use I was go for test, I was drive for around six block from my house, when simple shut off for two time, battery was full charge, a number 3 time shut off not back, I have medical condition, bad arthritis in both hand, severe pain, and push scooter was a last thing for me, also was need disconnect a battery because include disconnect both will a brake was doing much hard push, I was lucky one black man help me take to home. Inside I connect again a battery and scooter start working. Push a scooter set my paid more severe who a own hell, and for hours I was cry, now much less I can walk. I can't walk a few block for take a bus, I no have a car and when I was call a business she offer send a repair man, but that brand never be will work normal, and I scare use and hate. Invacare have 1000 times complain of poor quality, and a solution are I was apply for a new and different brand scooter from Medicare, a first scooter Medicaid was paid, but need wait, my Doctor was not fill paper complete and a store was offer help, and hope get a new and get peace I never had. I not recommend no one buy nothing from Invacare, not scooter or wheelchair.

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echota19
Fort Belvoir, US
Apr 09, 2013 10:44 pm EDT

I have been trying to reach the Scooter Store by phone for over a month. I have tried every hour of the day every day of the week and get the same thing: A pre-recorded message stating they are experiencing higher than normal call volumes. There is an estimated wait time of six minutes. They are no longer taking new customers. If you stay on hold, in exactly one hour it will hang up on you (you listen to the same message over and over and then CLICK it hangs up in one hour). It does not matter which number you call- the 800 numbers, the local numbers, the service repair numbers- all the same. My husband has a special built electric wheelchair that was custom built by the scooter store for neurological problems. This is not the run-of-the-mill "scooter for going out to the mall. This is a specialty chair that he needs just to get to the bathroom. I have been trying to reach someone at the scooter store since early March, even by email, and have received no response. The pin is broken on the motorized leg lift thus the legs do not swing away so that he may get into the chair. Furthermore, the chair is not charging correctly, not holding a charge. This chair is only a little over a year old and while it is used daily it is used to get to the bathroom or the living room or on a para-lift for transport to the hospital. He cannot use a manual wheelchair because he is too neurologically deteriorated. There is obviously a black-out on media reporting because I have not seen much news about the inability to reach ANYONE at ANY number for the Scooter Store and I am sure it is not just me having this problem. Sadly, if I cannot reach them to make these repairs, I have been told that the repairs have to be paid for out of pocket. The only story that I have found is at this link : http://www.9wsyr.com/content/news/your_stories/story/Disabled-man-not-getting-any-help-from-The/uO_FN-8lh0Cle9GCEyYc5g.cspx

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Nemesis27
Dallas, US
Feb 26, 2011 11:53 pm EST
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I can verify that Paul is correct. I have also worked for the Scooter Store and the question of hospice is asked before the equipment is sent out. He is also correct that if the order is placed and the patient is then put on hospice before the order completes and bills that medicare will deny the claim. The Scooter store has no control over timing and cannot be held responsible for this type of issue. Please see http://www.thescooterstore.com/howitworks/guaranteedfreedom.aspx for conditions. This is available on the company website and clearly explains what the conditions are.

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Paul E.
Canyon Lake, US
Feb 02, 2011 6:47 pm EST
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I work for The Schooter Store. All guarantees have conditions. One of the conditions of the "mobility guarantee" is that a customer NOT be on Hospice. This question is part of the established script used during the initial interview. We never proceed if the answer is "Yes". We have a good reputation with Medicare and it is well extablished that Medicare does not pay for mobility equipment when a patient is on Hopice. If the patient in question signed on to a Hopice service between when the order was placed and Medicare was billed, then that is unfortunated timing but not The Scooter Store's fault. BE ADVISED: Get all your mobility equipment delivered BEFORE signing on to Hospice.

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It's Me 2
San Antonio, US
Feb 01, 2011 9:08 pm EST

Customer is NOW in the Hospice.

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Pam W.
, US
Jan 14, 2011 11:09 pm EST

Maybe there is more to the story? This doesn't sound like them. They have a pretty good reputation for standing behind their promise. My aunt had a wonderful experience with them. What was their reason for repossessing the scooter?

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2:46 pm EDT
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The Scooter Store wouldnt qualify

The scooter store say that they will do everything in their power to get you into a power chair or scooter or its free if medicare dont qualify you. That is such a joke my mother is 68 yrs old between them and the drs she couldnt get a power chair My mother has stage 4 lung cancer and has no mobility at all is in her house for the last two months and because she couldnt do a face to face with her dr no one would help her and fill out the paper work and send it in for her to get a chair. No one is helping elderly in this state of pa and its so sickening they are all in for the money. Drs just want your money they dont want to help no one. The scooter in Texas Stinks...

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Mary Davi
Austin, US
Aug 07, 2012 9:30 am EDT

The thing is that when The Scooter Store delivers the Power Wheelchair they already have all the needed Paper work to get your claim qualified with your insurance. If for any reason your insurance does not approve the claim because they do not believe you need the Power Wheelchair then The Scooter Store does fight your claim because of curse they do not want to lose money since they have already delivered your equipment. There are some cases where The Scooter Store does have to pay for the equipment cost. But, to assure they do not lose money they make sure to have good, detailed paperwork with all of the Medicare or Private insurance requirements that way the claim will not get denied.
into the process

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Allen Mark
, US
Feb 14, 2012 2:26 pm EST
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Ask the scooter store how many "free" chairs they have ever provided...you're right, this is misleading advertising. Not false advertising because they are very clever in how they fool you...but very misleading, just like everything else they do.

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Straight_Shooter
New Braunfels, US
Nov 29, 2010 12:31 am EST

Your complaint should be with Medicare, not The Scooter Store. It's their rule that requires your mother to go to her doctor, not the company's. The commercials do not offer financing, so I'm not sure what the first poster is talking about. The third post is just nonsense. If the company qualifies you, delivers a unit, and the claim is denied, then the company will not come and take the unit away from you.

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onemeangator
North Port, US
Oct 28, 2010 12:20 am EDT
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The Scooter Store claims they will give you a free scooter if they qualify you. well they qualifyed me twice and my insurace turd me down and they did not give me a scooter. as i see it thats false advertisment. so this one leg man has to relye on a wheelchair to get around.they are liars.

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9:30 pm EDT
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The Scooter Store Lost Lift Parts

My wheelchair was returned from repairs at The Scooter Store with a part missing from the device used to lift the chair into the car. Conversations with the manager were futile and I was finally put in touch with someone called the Customer Assurance Dept. I explained the situation to them and heard nothing for over a month. Today some kid called from their Customer Assurance who had to be told again what the problem was and what I needed. He tried to tell me to buy the part from the Manufacturer, Bruno, but I explained to him that Bruno only sold to Dealers. He commented that they had no relationship with Bruno but I countered with the fact that they had provided a Bruno lifting device on the wheelchair I purchased from them. I really don't expect to hear from them again and will never let them touch anything that belongs to me from this point on. Their only interest is in selling chairs and invoicing Medicare.

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4:08 pm EDT

The Scooter Store Crooks

If you have to crawl instead of walking, do not buy from them. I have never run into so much incompetence in my life with any one organization.

I used a credit card. The total amount was close to $5, 000.00. The scooter arrived damaged. That took 3 weeks to get sorted out and replaced with at least 6 different little girls telling me they were/had taken care of it during that 3 week period. The lift did not arrive at all. Different 6 little girls telling me that they were/had taken care of the problem. I cancelled the lift and bought it locally.

Wrote/called the scooter store and spoke with at least 6 MORE of those giggling idiots, each assuring me that the appropriate amount of some $2100.00 for the cancelled lift was being removed from my credit card. Got my credit card bill a couple of days ago. Guess what? The charge was still there. More phone calls in the past two days. Remember they have now had my money since February 2nd and it is now April 16th.

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3:50 pm EST
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The Scooter Store Poor Service and Products

No customer service also chair is unrelaible and unsafe. Repairs on this have taken upwards of 6 weeks to do and have been fighting with the company since I recieved it because the seat is so uncomfertable after 5 mins in it. All this company cares about it selling the chair thats it.There so called advocacy depatment is just another way to stall you off no help what so ever.Now since I have filed a better business complaint they call me and ask me if I want the chair fixed still, Pride the maker of the chair will not sell me the parts so what do they expect me to do? Get my point. You buy from them you a suck with them, buyer beware is need here.

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AngryDIL2anangel
Vancouver, CA
Aug 27, 2012 5:01 pm EDT

I could not agree more. Been dealing with the Scooter City in Coquitlam BC Canada since December 2011. My mother in laws chair was purchased and has been a disaster in numerous ways*jerky ride* *stops without warning* *hard to get up ramp* but when I speak to this Pamela, who is the owner and the one you see using a wheelchair in the ads( she is fully able bodied as you see her standing at the end of the commercial so that sure looks bad...like they don't have anyone willing to be in their ads, that REALLY bought a chair from them.) she just gives me the brush off and in fact wanted me to pull some little tricks on my mothers carrier to move things along according to her when in reality I find she just wants more purchases to be made and paid for by the carrier, so they don't care for a 72 year old woman will they care for YOU? Pamela asked me to put my mother in law on the phone and make the company feel guilty...but Pamela won't do a thing herself as they have the money now.

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crowpainter
Carmel Valley, US
Jan 15, 2011 6:47 pm EST

Sadly, I have to agree, the Scooter Store is all about selling chairs. Their Customer Service is one of the worse I have ever dealt with. The chair was for my mother-in-law. It arrived and was covered 100%. One hour in the chair and my mother-in-law was in enormous amount of pain. The chair seat didn't fit her properly and caused her legs to go numb and severe spasm. Plus, it only had 1/2 inch clearance to get thru her bedroom door, so she would get stuck. We called the company the next day. They said they would do what they could to make the chair more comfortable... a gel seat or leg lifts. Then they don't get back to you. We call back... you have to go through the story again, they say they don't understand why no one got back to us, they will look into it and call us back. No one calls. We call again. Same thing happens. Call again. Oh, you need a doctors prescription. We call the doctor, he sends the prescription. Nothing. We call again... AGAIN, they don't understand why we haven't been taken care of, so sorry, we promise we will take care of this. Nothing! We call AGAIN... this time they say the doctor didn't sign the note. Then why doesn't someone call us!? Finally, 4 months later I call and tell them to come get the chair. It has sat here for 4 months and she can't use it! We have tried to pad the seat, lift the feet, nothing worked. They said they would try and fit the chair, we said no, come get it. They said they would call in 48 hours to arrange pickup. 5 days later they call and say she has to keep the chair. That is where we are right now. We still have a chair that she can't use. I would NEVER EVER recommend this company to anyone! Medicare warned to be sure to get the return pink slip from them when they pick it up. That is our only proof. Then we have to watch our medicare review sheet to see that it is credited back or medicare might not approve a purchase in the future of another chair. So sad that anyone is treated this way.

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EWE
Yorkville, US
Dec 06, 2010 3:18 pm EST

I GOT A SCOOTER TOLD I OWED ZERO THAT THEY HAD CHECKED AND I WAS TOTALLY COVERED. THEN ALMOST 60 DAYS LATER GOT A BILL FOR $166.00. CALLED TOLD MY CARRIER DIDN'T COVER ALL. ALTHOUGH WHEN ORDERED ASKED IF I SHOULD CONTACT MY CARRIER THEY SAID "OH NO; WE HANDLE EVERYTHING". JOKE TOLD BY MY CARRIER HAD I CONTACTED THEM THEY WOULD HAVE TOLD ME 80% NOT 100% THAT IS WHY SCOOTER STORE DIDN'T WANT ME TO CONTACT FOR MYSELF. THAT IS ALSO WHY THEY WAITED ALMOST 60 DAYS TO BILL ME SO WHEN I TOLD THEM COME GET IT I DON'T WANT IT THEY SAID TO LATE. ONLY HAD 5 DAYS. WHICH IS A LIE BECAUSE NO MATTER WHAT YOU BUY YOU HAVE 30 DAYS TO RETURN. BUT SEEING AS HOW I DID NOT EVEN RECEIVE A BILL FOR ALMOST 60 DAYS THAT INSURED I COULDN'T HAVE THEM TAKE BACK. THEY REALLY KNOW HOW TO WORK IT. I ALSO CALLED THEM PRIOR TO RECEIVING BILL ON 11-24-10 ABOUT MY SCOOTER NOT RUNNING RIGHT. TALKED TO A PERSON NAMED THRESA TOLD THEY WOULD GET IN TOUCH AND SET UP SERVICE CALL THIS IS 12-6-10 STILL NO CONTACT. WHAT A GREAT PLACE TO STAY AWAY FROM. INTEGRITY AND HONOR THEY MUST HAVE MISSED THE MEANING OF THOSE WORDS. SO IF YOU ARE IN THE MARKET FOR A SCOOTER LOOK SOMEWHERE BESIDES THE SCOOTER STORE. TO MANY HONORABLE COMPANIES OUT THERE TO WASTE YOUR TIME ON PLACES SUCH AS THIS. WHY HAS THE GOVERNMENT ALLOWED THEM TO FALSELY ADVERTISE AND MISLEAD PEOPLE?

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9:29 am EDT
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The Scooter Store No weekend service - design problems

No repair service on the weekends, tired several times to contact anyone to fix a problem & was not able, then was told Monday it would be a couple of business days before receiving a call back. - Not good.
The recharge plug for the Jazzy is a three pin xlr connector that plugs into a port under the controller, impossible for my grandmother to reach or manipulate, and difficult for me, and of course it is the source of our current problem. Grandmother tried to unplug it in the middle of the night to go to the bathroom and broke off two of the three pins in the port under the arm, so the chair can not be recharged and has been useless for the last two days...this ongoing issue the her not being able to plug the chair's recharger in at night is keeping the chair from getting a full charge.
Other problems, the foot rest is not easily lifted or pushed down, it requires bending over so low my Grandmother's head is nearly between her knees so she has taken to not using the foot rest, (which I protest each time I see her causing tension) allowing her feet to dangle which intern results in slumping poster and is inflaming pain in her lower back which is getting progressively worse.
This the chair's seat is equipped with a swivel, but the lever to release the swivel’s lock is below the right arm rest, hard to get to, then once it is released she had issues moving herself to exit the chair from over the wheel (perpendicular to the foot rest). Lending to this problem is that there are a couple of positions that the chair's seat locks into (over the foot rest, half way between the foot rest & wheel, over the wheel), working her way through the intermediate position half way between the foot rest and wheel increases her difficulty turning the chair from the normal drive position with the foot rest to a dismounting position over a wheel.
I believe there are some easy fixes to these problems, but when I contacted both the Scooter Store & Pride [protected]) the chairs manufacturer seeking a resolution to the short comings, the Scooter Store directed me to Pride and vice versa. When I asked to speak with a designer at Pride I was dismissed as if I was asking for something completely unrealistic ...I will not do the modifications myself for fear of voiding any warranty.
In closing, the chair is good for what it is, however it is not as user friendly as the marketing would have you believe, nor are any of the issues I have mentioned above addressed in the instruction given by the person delivering the chair.

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bucket12
Visalia, US
Mar 31, 2012 7:28 pm EDT

I have been one of your customers for over two years, and during that time I have experienced frustration with several design features of the Jazzy Power Chair, which I would like to bring to your attention.
1) Rear wheels are too difficult to control, especially when trying to back up
2) Seat covering IMPEDES SLIDING, thereby making it necessary to exert excessive amounts of effort when transferring on or off the unit
3) Bucket seat too hard to maneuver into because of the high corners. A bench-style seat would be more user-friendly.
4) Arm rests too low. More height capability needed.
I hope you will seriously consider my thoughts, as I believe the changes I am suggesting would benefit many of your present and future customers.
Sincerely,
Kathleen Holzwarth

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4n0n
San Antonio, US
Feb 03, 2011 5:27 am EST

Disregard the above comment, it was suppose to post on a different entry.

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4n0n
San Antonio, US
Feb 03, 2011 5:26 am EST

Giggling little girls, maybe if you stopped being so degrading towards women who base their careers in telecommunications they would have been more willing to help you.

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Straight_Shooter
New Braunfels, US
Nov 29, 2010 12:27 am EST

You should voice your design complaints to Medicare, not The Scooter Store since Medicare basically forces manufacturers to build power chairs a certain way based on how they pay for service. Check your local phone book and see if any other provider provides weekend service, keeps that part in stock, and will do service in your home. None of them do, so perhaps your expectations are too high or you are using the unit in a manner for which it was not designed.

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LanceSummers
Glendale, US
Jul 15, 2009 5:18 am EDT

OK, here is something else that Most others have seemed to have missed. The scooter store add tells of a FREE chair if they pre-approve you for a chair. Well, I went through the process and I can tell you that PRE-APPROVAL was nowhere in the process:
1) The first thing you have to do is to have them get in touch with your doctor.
2) Secondly, the doctor sends you for a Physical Eval for limitations
3) The Doctor then sends out a copy of the report & his recommendations both back to the scooter store and to the SS (which includes Medicare).
4) The scooter store then processes the paperwork and waits for the approval.

At no point was there a PRE-EVAL by the scooter store and hense, no PRE-APPROVAL.
I have been using the V.A. hospital since 1993 and I have asked all the Vets that I end up sitting in the waiting room with about this PRE-APPROVAL and those that have received a chair from the scooter store did NON go through any pre-approval process. All of them had the same experience I did. No exception.

So their statement, although being technically accurate, is mis-leading at best because they just don't pre-approve!.

With this tactic in mind, I can say that I will fix your computer for free if I give you Pre-Approval for the repair and then never give pre-estimates.

Just an observation from a Disabled Vet, Lance

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4:18 pm EST

The Scooter Store Jazzy 1170/Power Wheel Chair

My problem is with the Scooter Store, Sacramento Service Center.

In November' '03 The Scooter Store delivered a power wheel chair (Jet 2)to my residence. This chair was not the proper fit for me and needed to be swapped-out for for the "Jazzy ll70".

I have had multipal problems with this product and a number of service calls were made to supposidly correct the problems.

In July of 2007 a service call was made to replace the anti-tilt wheels on the front of the chair. At that time the replaced the wheels.

On August 1, 2007 I had a serious fall while decending the ramp at my home when the chair tilted forward, throwing me off balance and out of the chair head first down the ramp. this was a direct result of the anti-tilt wheels being improperly adjusted too high when they were replaced.

My left shoulder was shattered as a result of the accident and I am still under medical supervison for the injury.

The problem is the Scooter Store has refused to provide service for the chair since this past January ('08), do the me contacting an attorney for legal advice. This is rediculous due to the fact that I contacted the attorney in the previous Aug/Sept. and they did service the chair on several occasions prior to their refusal for service in January.

Now the Scooter Store is trying to claim that I abuse my chair and that it is now susposed to be used outside of the home. If this is so, how am I susposed to get from my house to my vehicle when I need to go somewhere, they never did answer that one.

Now we are engaged in a "Responsibility vs. Liability" battle.

I have begun to educate myself of the practice of the Scooter Store and have discovered that they have also committed fraud in dealing with MediCare and MediCal, and have been fineed several million dollars for this practice.

Their practices of selling equipment that is not correct for the patient and their lack of concern for the patients and customers they deal with seems to be a systemic on-going situtation in which those on the receiving end get abused emotioally as well as physically.

The Scooter Store has got so big, so quickly that they don't believe they can be touched and continue to practice "business as usual."

The uneducated customers continue to turn to the Scooter Store and put their trust in them that they will do right. Those of us who have been there and done that already, unfortunately know better.

Those that have done business with, and have had problems with the Scooter Store need to find a way to get together and put the word out as to what the Scooter Store practices are and give others some information about what they might be gitting into so that they may make at least an informed decision.

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Lyle Batey
Lenoir City, US
Aug 31, 2012 11:00 am EDT

Te scooter store is the worst place to do business, they make all kinds of promises, but don't keep them.I have been trying to get them to replace the batteries for over a month, but all I get is the run around.I can't even go to the mailbox without the batteries dying on the chair.They keep saying they will get back to me and never do.I will never buy another thing from them or recommend them to any one.

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l swanberg
, US
Aug 13, 2012 8:24 am EDT

the scooter store tried to charge my confused mother in law 3500 dollars for a general wheel chair that is listed online for 685 dollars. she didnt even realize it cause she is so confused. they feed off the elderly and then charge there insurance the high price and they havent even recieved the chair yet. what a scam. good thing i was lissening or she would have done it.

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North Texas person
Plano, US
Jan 30, 2013 1:09 pm EST

I have had a scooter for years. My current one broke and it was cheaper to purchase a new one. So I just want to replace my scooter they said no it will be a power chair. Since it's for me and I'm using my insurance it should be what I want. Not what they want. This is not very good customer service. Plus when you call in there staff is very unfriendly. Then need to take some customer service class too.

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ScooterStoreShame
, US
Feb 20, 2013 11:09 am EST

After many years of investigating the scooter store... Medicare fraud to the tune of over $108 miliion. That is not a fabricated story, it was reported by the local news.

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MisterFraud
, US
Feb 27, 2012 1:55 pm EST

The Scooter Store claims to do everything that is compliant with Medicare. They brag about how they do more than is required regarding paperwork. Their guarantee to give you a free powerchair if Medicare denies your claim is not a lie, but it is worded in a way that they will never have to give away a free chair. They actually have NEVER given away a free unit. So, this is a scam...not fraud...but a scam. They do everything possible to stay one step ahead of Medicare, they laugh because they take advantage of all programs available including charging Medicare hundreds of dollars to provide a "loaner" to you. Their "technicians" are not even factory trained...they are parts changers. They have billed Medicare many times for the same problem and return visits. They do not work on weekends and don't care if you are without your chair for days. At the end of the month don't even try to get service because they are too concerned with delivering new chairs which is how they make money. They lose money on repairs so they don't even want you to call. It's about time the government realizes that the scooter store is a sales organization and ONLY cares about selling. Isn't it nice that they are so arrogant that from their Medicare profits they paid for their employees to go on a cruise to Mexico! Mr. harrison only cares about his ego and money. I for one will never call them again for a chair or for service, there are many smaller local companies who truly care about me, and I don't want another dime of medicare money going to pay for mr. Harrison's lifestyle, or to send their employees on a luxury cruise.

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Janet Blahovec
Stuart, US
Jun 18, 2011 7:00 pm EDT

I called the Scooter store after seeing the phony ad on TV and I don't need to say what I ran onto. It seems there are thousands of us who have been bilked by their dishonest practices. I feel as though I'm going to tilt forward in the Jazzy chair. I can't use the joy stick because of arthritis in my hands, so I didn't want the chair, but was told Medicare wouldn't cover a scooter for me. I immediately had to have the joy stick replaced because the original one fell off the first time I attempted to use it. The chairs are more expensive than the scooters, so they want to force people into the chairs! The chair is now just sitting unused and I have nothing to use. That is a terrible example of Medicare fraud. Can't we file a class action suit and get what we need? I am on board if this is possible.

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michael d davis
phx, US
May 25, 2011 11:46 pm EDT

thats my thought

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michael d davis
phx, US
May 25, 2011 11:46 pm EDT

i have tried to get a scooter, there is NO reason i cant get one, except the scooter store wants me to do all the leg work, everthing they say ive found out to be NOT true they do not help you in anyway i hope no one goes thru the problems ive i had with them. please, please consider very closely before doing business with them. signed m ike

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TaxpayerUSA
, US
May 08, 2011 8:13 am EDT

How many of the complaints above do not work, have always been receiving government aid, and only need the wheelchait to go back and forth for cigerrets and beer. Are we (the working class) paying for your computer and internet to hear this?!

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L Wagie
, US
Apr 02, 2011 9:55 pm EDT

My Mom received her Jazzy with medicare/supplemental ins paying the entire cost. Everything was fine. But when I called for service on it 2 years later, the technician who came out said none of the serial numbers on the chair and/or seat matched with what they had registered for her. The technician wanted to know if we bought it at a flea market, and were now trying to get covered service on it for free! Funny, they had her name as a customer. Found out later that possibly a disgruntled employee may have deliberately written down bogus serial numbers to cause The Scooter Store lots of trouble in the future.

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