The Scooter Store
Queja 91948 Detalles

After one month of use, the footrest mechanism as fallen apart. Since my dad was in a rehab facility shortly after the breakage, the Scooter store was unable to send a technician to fix it. After he got home we called the Scooter store to schedule the service call. After waiting on hold, the service rep informed us that Medicare denied the charges and therefore, they could not send a technician unless we agreed to pay the labor cost of $27.50 for every 15 Minutes. WHAT!!! Since they wouldn't be able to bill medicare for the repair (parts are covered by the manufacturer) they could not send anyone without us paying out of pocket. Called Medicare as suggested by the service rep and found that the incorrect procedure code was used by the Scooter store and therefore denied the charge. The denial came to them on 1/5/12. The scooter store finally sent a second bill on 3/18/12. Medicare said that once the correct procedure code was used they would pay. After calling the Scooter store back and explaining that there was a simple paperwork error by the Scooter store; no fault of our own; they should cover the labor charges since the error was their fault, they said NO. After reaching a Supervisor he said NO and that he spoke for the CEO Doug Harrison. We called the Customer Service Issues line and after reaching an advocate we realize that the gentleman was only an advocate for the Scooter Store. After admitting that yes we were not at fault and that Medicare denied the charge due to an incorrect procedure code by the Scooter store, they still refused to cover the labor charges. We are so disenchanted by the general service and disgusted. Obviously this happens often for them since we received 'pat' answers to our every question. So disappointed since the whole time we were on hold, Doug Harrison went on and on about their wonderful customer service. Their argument is that since the Medicare hasn't paid yet, they are out $15,000 and don't want to put anymore $$ into my dad's chair. How nice! In the meantime, my father is unable to really use his chair. He is being held hostage by the Scooter store and their repair service policies. GO elsewhere for a power chair. BUYER BEWARE