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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