Rude, unprofessional & haven’t processed refund as promised
I had issues with the online reservation of a mobility scooter, the system would not accept a date change. Every time I changed the date, it just defaulted back.
I proceeded to the ‘next’ step as the system showed at the top of the page that a ‘review’ page was ahead, leading me to believe I’d be able to review it before it was processed! Very misleading, as immediately after I put in my credit card details and hit ‘next’ button, the reservation was immediately accepted & processed without allowing me to review!
I then immediately emailed the company to explain and the change was made over the phone. The full amount was charged to my credit card, this company didn’t even attempt to process the credit for the change agreed upon (any changes had to be done within 48hrs - mine was done within minutes of making the reservation)!!
I arrived days later in Washington, the scooter was delivered 1.5hrs late - excuse given was that the company was far away from our hotel! Not so, when googled it was literally a 10 min drive away! When the scooter finally arrived, no apology was given whatsoever! I ended up 2 hours late at the Conference I was attending!
Refund: I had to email the company on the day I left DC to request that my refund please be processed. I received an email from Michael:
*********************************************
On 9 Mar 2020, at 16:18, ScooterPlus Rentals wrote:
Your refund of $38 has been processed. Please allow 7 to 10 days to be reflected on your card.
Michael
Customer Service Representative
Scooterplus Rentals
(division of Lenox Medical Supply)
Toll free: 1-866-474-4356
Local: 202-387-1960
Fax: 202-387-1963
*********************************************
So I patiently waited and I followed it up 10 days later and received an email from Chris:
*********************************************
On 20 Mar 2020, at 15:39, ScooterPlus Rentals wrote:
I do recall telling you this refund takes 7 to 10 days today will be the tenth day. Due to the coronavirus there is an increase in refunds from credit card processors and this could cause delays in refund. Please exercise a little bit of patience, everyone is affected. We have processed your refund and that’s is all I can do. We cannot do anything else as we have done all we are supposed to do.
CJ Ibetoh
ScooterPlus Rentals
Division of Lenox Medical Supply
Office: 202-387-1960
Toll-free: 1-866-474-4356
Fax: 202-387-1963
*********************************************
I totally understand that COVID19 has created unprecedented issues for many companies, but my credit/refund according to Michael was done on 3/9/2020 and should have been processed by now. My card company has had no issues processing credits from other companies, even during the pandemic. I called up the bank and they assured me, the processes are done electronically and the only issue is that it might take a few days longer, but definitely not weeks or months!
Almost 4 months down the line, I emailed Lennox Medical Supplies again last week still no reply to my email. This has become their pattern. No reply, NO REFUND! They are open for business though, see below:
*********************************************
From: ScooterPlus Rentals
Sent: Wednesday, June 17, 2020 10:01 pm Subject: RE: Query
Yes, we are open
Chris Ibetoh
Customer Service Representative
Scooterplus Rentals
(division of Lenox Medical Supply)
Toll free: 1-866-474-4356
Local: 202-387-1960
Fax: 202-387-1963
*********************************************
Open, but still happy to ignore my emailed request regarding my $38 refund. This company was all to happy to take my money, but not to provide a first rate service and now to hold back money which is not rightfully theirs, is not only unprofessional, theft! They should be ashamed, but clearly, they're not!
Think before you consider using this company and losing money and being treated unprofessionally, rudely and unfairly!