ScootaMart

I would like to clarify firstly that this is in relation to the company, their policies and the managing director Spencer Coe, not the individual that helped us purchase and subsequently return our scooter. Tony from the Salford branch was incredibly helpful and kind throughout this whole process.

On 26th May I purchased a scooter for my Mum who suffered from very reduced mobility. The scooter arrived on 30th June. Mum was on disability benefits so this purchase of a £950 scooter was a huge one for us, one we'd saved for and were very excited about.
Unfortunately on 8th June, Mum passed away very suddenly without ever getting to use the scooter.

A family member of ours contacted Scootamart on 9th informing them about what had happened and asking if they could start the refund process.
We were told that as the refund policy was only valid for 7 days after delivery, we had to contact head office or arrange to sell the scooter privately at a loss of over 50%.

We subsequently got in touch with head office who told us no refund was possible despite the scooter being unused, under warantee and only two days over the return policy. After much debating, it was agreed that we would put our situation in writing so the managing director could decide what to do.

After more chasing and stressful phone calls, we were finally informed that Tony would be helping us sort out the situation and would take the scooter back for us.
So long as we provided a death certificate, solicitors letter and a copy of the will as well as our proof of purchase.

She did not have a will and a solicitors letter was going to take us 12 weeks. We needed the scooter out of the house we had to clear out and give back. Something that was incredibly hard for us on many levels.

It was finally settled that as we couldn't provide the latter, we would take £700 and call it a day. Exhausted by the situation and running out of time on the house, we agreed.

I'm honestly disgusted at the fact the company made us go through this ordeal at the most difficult time of our lives, all because we were two days out of policy.
Looking at the scooter was painful enough for us as we were so sad our Mum never got to use it, let alone having to argue back and forth and produce documents that not even her bank had asked for.

Not only that, but they wouldn't even refund the full amount. A multi million pound turnover company couldn't spare £250 to two grieving people who just had to pay for a funeral, only then to be able to go on and sell the same returned scooter at profit.

It's a disgrace that this company has no policy in place for end of life considering the amount of elderly and vulnerable customers.
I truly hope their managing director is ashamed of the stress he put us through in our time of grief and difficulty.

I bought a new scooter from this company in July 2018. As a buying incentive I was offered a wing mirror, rear scooter bag (which broke after a couple of months) and puncture proofing of the tyres. In March the rear left tyre punctured and deflated down to the wheel rim making it impossible to drive the scooter home. A kind lady saw me struggling to push the scooter home and offered her help. She pushed the scooter all the way home allowing stops for me to sit and rest on the scooter when needed. I phoned Scootamart to report the problem and waited 2 days for their service dept to return my call. Eventually the did respond and came to collect the scooter, I discussed the fact that the scooter was supposed to be 'puncture proofed' and was told puncture proofing does not quarantee that you won't get a puncture, I was under the impression that puncture proof meant proof against puncture, but hey what do I know... had I known otherwise I would have looked to buy a scooter with solid tyres to avoid the situation that occurred. In fact no puncture proofing had been carried out on the scooter which is why the tyre deflated to the rim. Scootermart took the scooter and repaired the puncture and puncture proofed all four tyres, they did try to make a nominal charge which I refused to pay given the situation I had been put in due to the puncture. Approx 6 weeks later the same tyre has deflated and I cannot use the scooter as it leans to the left which causes me pain in my back. To conclude, here I am 1 week later having phoned Scootamart 2 times to request a repair with no response, even allowing for the Easter breaks they have had 4 working days to respond. I now have no confidence either in the scooter or Scootamart and have had to buy another scooter (not from Scootamart) as I need a scooter on a daily basis. I was sold a scooter supposedly puncture proofed that left me stranded in a difficult situation surely a breach of contract? I am now left with a scooter I cannot get repaired by Scootamart as they are ignoring my calls and cannot sell until it is repaired.
Not sure what to do now!

I think the way my mother and father have been treated is disgusting. Having sorted out a trade in deal with the company and paying the balance they received there new (second hand) scooter £1200 cash plus there old scooter. On braking the steering tiller moved forward around 3inches which felt unsafe and the seat when turning was unable to stay securely in a locked position but wanted to move around. So they took it back the very day they bought it and decided to ask for there money back. And they got a very firm NO. We will fix it and return it. They agreed and left but later decided that's not what they wanted and asked for there money back again they were flatly refused any money back. They have no mobility scooter and no refund to buy another. Trading standards informed them to write a letter and give them 2 weeks to resolve this issue, but my mother can't get around and no offer of a loan to see her through. If it's a machine you want fine but if like other you crave a good after service I suggest you go elsewhere. This is ongoing and at the Preston branch.

In reply to scootamart response what a load of bull what they didn't mention it was on 3 chairs supplied first was a scooter due to medical reason had to change to a chair two chairs l had of them kept breaking down the last chair l had not even 4 months old was in the workshop four time first day l got it it broke down and had full rewire main nut holding the wheels on came loose 3 rd time on way home thing cut out in middle of a main road was left stranded in Salford till six am in the morning freezing cold in the end there break Dow service didn't turn up and police called me a amblance to get me home and now intermittent fault where it switches of itself when travaling as said in last review don't deal they came to pick it up today and thank god that piece of cap has now gone can now go to some where else and get service and my order right tbh with any readers out there my friend has a chair off then that won't even come to repair that what sought of firm are you well thank god it's over never want to deal again

ScootaMart still haven't replaced the bag they sent with the scooter. That is far too small... I have had the scooter nearly 6mths... I have also phoned to say it makes a clunking noise when you stop and start. They just aren't interested...

After reading the Director's reply to my review I was disgusted with him telling the public a load of lies. He failed to mention that he wanted a very disabled person to fit the new part himself. The scooter is under warranty for 12 months plus extra cover was taken out for 4 years. Little did he fail to tell the public that he refused to send any contract or paperwork for the extra cover, and to this day I still have not got it. Although under warranty they were going to charge me extra for an engineer to come out. Would you trust this company!
I advise you strongly to have nothing to do with this company.