I ordered a scooter on June 30 (Sunday) that was logged in as an order on July 1. I paid the full amount by credit card. The website states that typical shipping takes 5 days. Due to the July 4 holiday, I expected it the following week on Monday or Tuesday at the latest (after 5-6 working days).
When it didn't arrive, I called the Planet Mobility number and was told to speak to Mike Woods. I called four times and was put on hold for 10-20 minutes each time with no answer. The fifth time I called I held for 37 minutes until he answered. When I questioned the whereabouts of the scooter, it hadn't been shipped yet. He claimed that a girl in the office had failed to give the written order to the shipping person.
I explained my displeasure and told him that he ran a sloppy office and to cancel the order. He whined and offered a $300 discount, an upgrade on the hitch carrier and a weather proof cover as compensation. Reluctantly I accepted the offer and waited again. My current scooter was down due to a malfunction and I really needed a new one.
The following week I called again looking for the shipping number to trace the shipment. He answered this time after 15 minutes but couldn't locate the number. After calling back late in the afternoon, an office person (Wilson) gave me a shipping number, but with one digit missing. The shipper explained to me that they needed the complete number. It took me another 20 minutes of hold time to get the number straight.
When I called it in, I found out that two of the zipcode numbers had been transposed and the shipment was bound for the wrong city. This in spite of the fact that I had provided them with all the correct information when I ordered the scooter online. They blamed the shipping company for the mixup. They promised to call the shipper and straighten out the mixup since the shipper wouldn't change the information at my request. The correction had to come from the original shipper. I waited two days and called the shipper to confirm that the Bill of Lading had been corrected and was surprised to find out that it still had not.
I gave the shipping company Planet Mobility's telephone number and Mike Woods name to call to get the correct zipcode and thus consign the shipment to the proper address. I called the shipping company back that afternoon to confirm the change. I was informed that she tried to call Mike woods three times and had been left on hold for more than 10 minutes each time but finally got through on the third try.
I called back two days later (the following Friday) and was astounded that the shipper had still not received the corrected Bill of Lading. I called Planet Mobility and when I finally got Mike Woods on the telephone, he told me that they had sent the corrected Bill of Lading. I explained to him that I had just spoken with the shipper that was holding the shipment in the wrong city and that they had never received any changed papers. He claimed that they had sent it and he would call them and call me back in two minutes.
It is now Monday and I am still waiting for the call back. I just spoke with the shipper in the wrong city and they don't have the shipment any more. I also called the shipper's terminal in the correct city and they don't have the shipment either. Perhaps it went back to Planet Mobility or into never-never land. It has been 3 weeks and I still haven't received the scooter I paid for. I am totally out of patience with the lies and lack of customer service.
I hope I can get a credit on my credit card, but it will now probably show up unexpectedly. I am again waiting on a call from Mike woods (I left a message 2 hours ago) but I'm sure it won't come until tomorrow, if at all. What a mess!!! Buyers should think twice about dealing with this company. I'm sure they have done this to others (I read a similar complaint about them just before writing this one).
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