Complain about a product or service

Rascal Scooters

David's Complaint

Rascal Scooters • Electric Mobility Settles Misrepresentation Charges • Rascals Come In Many Forms • Company Pays $225,00 to NJ --- • Rascal Complaints • Rascal Objects to Use of Word "Fined" • David Complains • The Company Responds • A Follow-Up from David • Rascals' Defenders

David of New Cumberland, PA, writes:
On March 27, 2000 I had an appointment with Mr. Steve Benion, representative of Electric Mobility Corporation. I had a need to replace my Pace Saver electric scooter and made an appointment through his company. Based on his presentation, I ordered a Rascal Scooter that day. At that meeting he made several statements that were untrue:

1. Mr. Benion said that the package price included all state and federal taxes. I now know that there are no state or federal taxes on medical equipment.

2. Mr. Benion said that his company would install an Electric Mobility scooter lift in my new Chrysler Town & Country van. The work would be performed by their local agent at my home or office. His company would make all installation arrangements. The installation was included in the package price. After waiting four business days for the lift installer to call me, I called Electric Mobility's Customer Service line and was informed that it was my responsibility to call the installer. They said that the installer was not under contract to Electric Mobility and that the installation fee was my responsibility. I said that I had been lied to and wanted to return the scooter to Electric Mobility. I was told that there was a three day return policy and, since this was the fifth day, they would not take the scooter back. I asked several times to speak to a manager or supervisor and was told several times that they would only relate the same policy. My several requests to speak to a higher authority were ignored. When I contacted the installer, recommended by Electric Mobility, I was told that there is a $170.00 installation fee. The nearest installer, Keystone Mobility of Elizabethtown, is 25 miles away.

3. Mr. Benion said that my three month old Bruno scooter lift was not heavy duty and would not last a year; that I needed the Electric Mobility lift for my new scooter. I have found out since, by calling several local disability vendors, that the lifts are almost equal in power and durability and, if anything, the Bruno is the more durable lift. Also, the Bruno will fold flat for storage; Mr. Benion's will not.

4. Mr. Benion said that, until the new lift was installed, my Bruno lift would work on the Rascal scooter. The new scooter's bracket was not compatible with my current lift and the new scooter sat useless in the back of my van for ten days until I had the correct bracket installed. With the new scooter in my van I couldn't load my older scooter and my older scooter was of no use during that time.

5. Mr. Benion said that the promotion package included a ramp so I could get up steps or load my scooter into a borrowed van. At first I advised him that I didn't need the ramp, but he convinced me that since it was included in the package price, I should take best advantage of the offer. No ramp was included in the shipment and Electric Mobility said that if it wasn't clearly written on their contract, they would not furnish the ramp. When I called Mr. Benion about the ramp, he said he would call his company to straighten out the problem. No action has been taken and the customer service representative I talked to on April 26th said that Mr. Benion had not called them.

6. Mr. Benion told me that his company offered the most powerful scooter in the industry and that it would reach 8 miles per hour. I discovered in the Rascal brochure, included with the scooter, that the scooter would only reach 4.5 miles per hour. I now have doubts that it may be the "most powerful scooter in the industry."

7. Mr. Benion said that the scooter would be delivered by an Electric Mobility employee, using an independent trucking company. He said that this Electric Mobility employee would deliver the scooter clean, assembled and would demonstrate all controls and would request my signature only after I took a test ride. I requested that the scooter be delivered to St. Theresa Church, where I am the administrator, in the afternoon hours. The truck arrived at 9:00 a.m. The Electric Mobility employee delivered a dusty scooter with dirt on the side of the seat. The lift bracket was not installed on the scooter and, the employee had no knowledge or tools to install said lift bracket. He said that it wasn't his responsibility; that the local installer would install it. I was not given a test ride or a demonstration of the controls. I almost refused the shipment at that time, and should have, but my schedule was tight and I really believed that Electric Mobility would honor Mr. Benion's promises. The deliverymen loaded the scooter into my van by hand.

8. Mr. Benion said that the Rascal scooter weighed only 125 pounds with batteries, because the new super power, aircraft batteries are extremely light. He said that the batteries, a recent design, would last 4 or 5 years. The scooter actually weighs 167 pounds (as much as my current scooter.) The manual says that the batteries will require replacement every 1 to 2 years depending on usage.

9. Electric Mobility makes another scooter under the brand name "Chauffeur." When I asked Mr. Benion about that scooter, he said that it was an inferior scooter and wouldn't hold up as well as the Rascal. The Rascal, he said, was the top of the Electric Mobility line. He added that the Chauffeur is manufactured only for sale by retailers. The Rascal can only be purchased through the factory. Two disability vendors tell me that the Chauffeur is the exact same scooter with a different battery/motor cover. They repair them and insist that they are the identical scooters. The Chauffeur sells for slightly less than the Rascal.

10. When I called Electric Mobility on April 26th, the customer service representative advised me that the company has never had any problems with Mr. Benion in the past and couldn't understand why I had any problems with him. Mr. David Sterling, Keystone Mobility of Elizabethtown, PA, advised me that there have been numerous complaints about Mr. Benion's sales tactics, that Electric Mobility is fully aware that there a problem exists, and have even advised Mr. Benion that if he tells customers that the scooter lifts are installed for free, the company will withhold the installation fee from Mr. Benion's commission check.

I have suffered financial loss due to the ramp that was not shipped. I have in my possession a useless scooter lift. I want financial recompense for the ramp and the company should buy back the unnecessary scooter lift included in my "package." I have been doing research and find that Electric Mobility has had customer service complaints for some time. This company must be stopped from doing business where they must prey on the infirm and disabled. I will do everything I can to stop this company from having such sales practices. "I have but yet begun to fight!"

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