My wife and I ordered a refurbished mobility scooter from the Planet Mobility website. The website listde a delivery period of 5 business days. After a week and a half and no communications, we checked online to see if there was a shipping number. Nothing. So we called and spoke to Tracy at Planet Mobility. Tracy informed us that refurbished models can take upt to 2 weeks to assemble. This information was not listed anywhere that we could find on the website.
So after two weeks, we called again. This time, I asked for the manager, and spoke with Michael Woods. I was informed by the woman who answered the phone that Michael was in fact the owner of Planet Mobility. After being kept of hold for over 10 minutes, Michael answered and asked for my information. He put me on hold for another 10 minutes, came back on the line and said the factory in Penssylvania was closed and they would have to get back to me the next day.
Next day came and went and no call. I called back and spoke to Tracy again. I was put on hold again (Michael was in a meeting). 10 minutes later, when Tracy came back on the line, I gave her my information and hold again. After 10 minutes, she came back on to inform me it was being shipped the next day.
The next week, I checked online for a tracking number and nothing. So I called again. I spoke with another woman, was told Michael was in a meeting again, but they would find out where the scooter was and get right back to me. Two days later and no call back, I tried calling again.
This time, Tracy explained to me that she was trying to talk with the plant in Pennsylvania but was not having any luck with them. I asked Michael to call me back ASAP to get to the bottom of this. No call back for 2 more days.
Finally I called and got Michael again. I explained to him that my wife relies on the scooter to get around and has had her mobility and independence taken away for almost a month while we were waiting for a scooter that should have been delivered in 5 business days! (according to the website). Michael tried to explain to me how they were trying the best they could, how he had worked until 2am the day before and how he was short staffed. All issues which may or may not have related to the fact it had been almost a month with no scooter (not quite 5 business days)
At this point, I cancelled the order. What seemed like a good price for a scooter, was a huge headache and waste of time. Dealing with Planet Mobility was a nightmare. No returned calls, poor customer service when you called, and most of all, a lack of sensitivity on behalf of the people they serve. I understand staffing levels and business pressures drive availability of products, but be truthful on the website and most of all, return phone calls and be honest on the phone.
I would HIGHLY recommend to anyone in the market for a mobility scooter to not use Planet Mobility. The poor service and questionable practices they exhibited in terms of trying to purchase a scooter for my wife were not worth the fact they allegedly had the model of scooter my wife liked.
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