Scooter City

I purchased a Shop rider about 5 years ago from SC when Pamela owned the business. Have had period service since then & was very happy with the service. I understand that there are now new owners & most of the old staff are gone. Has anyone had dealings with the new folks? I am getting less than stellar reports. Any other suggestions for service work would be appreciated.

A big thank you Christine for all your help in helping me select the best suited scooter. The service in your shop and during our phone calls has been wonderful. You have been most kind and patient with my difficulty making a decision. Thank you also Greg for your kindness and patience in explaining every detail to me after delivering the scooter to me. I certainly made a great decision in choosing to shop with Scooter City.Pat

My advice to anyone looking to buy a scooter is don’t purchase it from Scooter City. If price is an issue, consider buying from Amazon or 1800wheelchair or a US online vendor. I don’t think those vendors provide warranties but the one from Scooter City wasn’t very useful.Another word of advice if you are a current client of Scooter City keep detailed notes of every conversation you have with the service department – I find Greg changes his responses to questions depending on what Pam says later. Also in my experience Pam very seldom returns call so you have little alternative than dealing with Greg.If I had written this review in 2008 I would have probably given Scooter City 5 stars. That was bases on limited interaction. I purchased my first scooter from them in February 2008. They were very pleasant but of course I’d just spent $1500+ with them. I had a pleasant enough experience with them 1 ½ years later I purchased new batteries.When I needed the next set of batteries some 18 months later I looked for a cheaper alternative and found one that was 30% more affordable. My scooter run just fine with the new batteries, in fact the range I was able to get out of a charge improved and these alternative batteries lasted 3 + years.In 2014, I started having problems with the 6 year old scooter and turned to Scooter City for help, they were unable to diagnose the problem, and after invoicing me $75 they suggested I purchased a new scooter.My rating of them would have slipped to 3 ½ stars at this time based solely on the fact that what I was being told by Pam was completely different than what I was being told by the gentleman that headed up the service department. (He is no longer at Scooter City).I purchased a replacement scooter from Scooter City and from day 3, it was apparent the scooter I had just purchased was a lemon. It would completely stop working; crossing the railway tracks, in the supermarket and crossing major intersections. I reported these problems to Scooter City and after much back and forth they provide me if another scooter. To my way of thinking since they couldn’t diagnose the problem or fix it - this was something they were obligated to do, but something I have recently discovered Pam views as extraordinary service.My next interaction was brief. I called regarding a cracked tire and was told it wasn’t covered by the 2 year warranty on parts and labour (that exclusion isn’t explained on their sales invoice nor can I find it in the owner’s manual).In June 2016 since the scooter was still under warranty, I called Scooter City because I was having problem with the scooter stopping every time I went over a bump and because my 3 month old batteries weren’t holding a charge. This time the interaction was less than pleasant. Greg in the service department chastised me for not purchasing my replacement batteries from Scooter City and from the invoice it appears they did nothing to diagnose the reason I has sent the scooter to them. I continued to have problem with the scooter stopping each time I hit a bump but I was reluctant to deal with Scooter City.In August 2016 it became apparent that the reason I was having problems with another new set of batteries was that the charger was not functioning correctly. Again since the scooter was still under warranty I called Scooter City for a replacement. I was told it wasn’t covered by the 2 year parts and labour warranty and it would be $135 for a new charger. By the way, you can purchase a similar charger on Amazon for about $50 CDN. This time I pushed back, wanting to know where the exemption regarding the charger was listed and after must back and forth Scooter City provided a replacement charger. Something I just discovered Pam at Scooter City views as yet another example of the superb customer service they provide.I personally will never use Scooter City again. They view they are providing great customer service when they comply with consumer laws and they think I should grateful for that.

Dealing with Pam at Scooter City was the single worst experience I've had as a consumer in over 51 years. For details go to the better Business Bureau and look up case# 1278234. In the end Pam kept her 10% of $4000 and my mother in laws scooter, which we were trying to repair, got donated to a local charity. The charity attempted to get the part and repair the scooter so they could provide it to someone in the community but Pam wouldn't deal with them either. She accused the manager of being a 'friend of mine'. They ended up garbaging/recycling a perfectly good scooter that needed nothing more than an axle and bearing assembly because Pam wouldn't sell to them and she had contacted the head office in Taiwan and somehow convinced them not to deal with us either! The manager of the charity, who incidentally is not a friend of mine, contacted me to tell me how shocked she was with Pam's demeanour and complete lack of cooperation. I suspect the people here who have left good reviews have not had problems with their product and therefore no need to deal with after purchase support. My advice like many before me is to steer clear of this company. There are many more much better stores from which to purchase your mobility products. If your in Nanaimo, the Mobility Store on Mostar Rd was fantastic.

The lady who answered the phone was rude and said they were busy and would get someone to call me back. Not only did no one return my call that day, but 3 weeks later, and no one returned my call.

My husbands Fortress 1700 dt broke down. We called Scooter City, he was thinking of purchasing an electric wheelchair instead. He spoke to Christine, she was very knowledgeable and had John bring out 3 different wheelchairs. John didnt try to sell him anything, instead he listened to my husbands needs and after realizing he actually need a scooter for all the driving he does, he suggested bringing our scooter in to take a look at it. The next day they let us know what the problem was, fixed it at a fair price and brought it back to us. His scooter works great. Thank you Scooter City. Wouldnt go anywhere else for my husbands scooter needs. Thank you Christine and John, you all are the best.

I rented a scooter from this business for a cruise to Alaska. From my first phone call for info all my experience was positive and professional. The scooter was such a benefit and Dawn & Jon from Scooter City, Coquitlam were very helpful and pleasant to deal with.

Scooter City not only sells mobility scooters but also buys pre-owned scooters for resale. I talked to a pleasant lady named Dawn on the phone who told me her employer would buy my scooter based on my description, which was that it was in excellent shape but the charger and key were missing. She offered me $200 for it (new, it is approximately $4000.) I tried to negotiate for $250 but she was adamant that the owner was firm" at $200. I agreed. When their employee

I called Pride scooters as I needed a new set of keys for my go go scooter and they gave me a njmber in Burnaby to buy the keys. They referred me to another co. In Vancouver who told me to call a locksmith.I then called scooter city and they were kind enough to DELIVER a set of keys as I just got out of the hospital and needed my scooter right away.When the gentleman dropped the keys off he installed the battery and make sure everything was working ok. EXCELLENT SERVICE!!If you need a new or used scooter or electric wheelchair I highly recommend scooter city, I would highly recommend SCOOTER CITY no matter where you live in the lower mainland.

I found my experience with Pam at Scooter City exceptional. The scooter was shipped overnight, unfortunately it arrived damaged (cosmetic), was still able to use, after a quick call to Pam, she offered to send a new scooter or the replacement part, I chose the replacement part as it was an easy fix, the part arrived the following day. Would highly recommend Scooter City for their awesome customer service before and after.