Big Apple Mobility

On July [redacted] 2014, a delivery of a manual wheel chair was made for the guestIt was a day rental for $125, including delivery and pick upThe customer called on July ***, to extend for more days, for $Because it was a late pick up, we asked if we could pick up the following day (at no extra charge)We agreed to call her back to confirm the pickupWe called times and left messages as a well (even during the day of pick up)After not hearing from the customer, the rental was charged for the extension Two days later the customer returned our callsWe explained that we could issue a credit after we rescheduled the pickup, but she refusedShe said she would stay with it since she was already charged [redacted] ***###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
On Friday, July ** when I spoke with a representative, I told him they could pick the wheelchair up by 1:30pm the next day since They could not accommodate a time to pick it up that dayI was told I would be called back and never received a follow up callBig Apple Mobility did not come to pick up the wheelchair at any point during the time I gave themI did not receive a phone call, voicemail or email in regards to the follow up or an extension charge. When I followed up on Monday (7/**) to dispute the $charge that had appeared in my account, I was told no one could help me until the *** returned the coming ThursdayThe company's phone representative advised me to hold the wheelchair through the return date in the case that I would not be granted a refundI took his advice and followed up on ThursdayThat's when I spoke with different ***sAfter the first one was quite argumentative and hung up the phone amidst the conversation, I called back and spoke with another *** who offered half my money backI informed him that a representative there had advised me to hold the product until the return dateHe said he was sure no one said thatThat's when I said I would file with the Revdex.comI do not believe they have justified the money they have taken from me in their response statementThere is nothing in their terms & conditions policy about a day extension or a $chargeI was never informed of a charge and wouldn't have known until I looked into my bank statements.
I would like my money returned to me as previously stated
Thank you.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

On July [redacted] 2014, a delivery of a manual wheel chair was made for the guest. It was a 3 day rental for $125, including delivery and pick up. The customer called on July [redacted], 2014 to extend for 3 more days,...

for $60. Because it was a late pick up, we asked if we could pick up the following day (at no extra charge). We agreed to call her back to confirm the pickup. We called 3 times and left messages as a well (even during the day of pick up). After not hearing from the customer, the rental was charged for the extension.
Two days later the customer returned our calls. We explained that we could issue a credit after we rescheduled the pickup, but she refused. She said she would stay with it since she was already charged. 
[redacted]###-###-####

Revdex.com:
At this time, I have not been contacted by Big Apple Mobility regarding complaint ID [redacted].
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Big Apple Mobility regarding complaint ID [redacted].Sincerely,[redacted]

As stated above, when I brought my scooter in for repair, I could only travel a limited distance (3-4 blocks) even charging it every night. the battery indicator dropped to indicate that I better head home.  On two occasions I had to be pushed hope by strangers. At this time, even with full...

charge after each use, I find the battery indicator drops to the point that I limit my distance.Also, after I called Big Apple yo report this they returned it to me with the damage to the collar which joins the 2 parts of the tiller, was torn exposing electrical wires,
 
I'm attaching photographs of this damage/

Review: On July * of this year, I placed an order for a wheelchair from Big Apple Mobility for $125.00 on my Amex credit card.

The order was for 4 days (7/*-7/*) and was to be delivered and picked up by Big Apple Mobiltity.

I received no confirmation email to confirm my order.

Approximately 1 hour later, my wheelchair was delivered.

Upon delivery, the delivery man (who worked for Big Apple Mobility) informed me that they would be unable to pick it up on Monday (7/*) and would pick it up by 5pm on Tuesday (7/*) for no extra charge. I agreed that that would be OK.

On Tuesday (7/*), I called Big Apple Mobility to ask for an extension through Friday (7/**) due to a travel delay. They were able to extend my reservation.

By Thursday (7/**), my card had been charged the original $125.00 with a pending charge of $60 (reservation extension charge).

On Friday, I got a phone call from Big Apple Mobility to ask what time they could pick up the wheelchair. When I replied, they said that my timing would not work today (7/**) and they would have to pick it up the next day (7/**). I said they can come if by 1:30pm. The phone representative said, "OK, I will call you back."

I never received a call back.

The following Monday (7/**), I noticed an additional pending charge on my Amex bill for $135 from Big Apple Mobility.

I immediately went back to Big Apple Mobility's website and read through their terms and conditions. I couldn't find anything that explained a $135 charge or why that might be there.

I then called Big Apple Mobility where I spoke to a phone representative. I was informed that the charge was an automatic 10 day extension through 7/**. I was not warned of this by any means. I asked that he arrange to have the wheelchair picked up today. I also asked that he remove the charge since it hadn't posted in my account yet and because today (7/**) was day 1 of the 10 day extension. He said there is nothing he can do but that the [redacted] will be in on Thursday (7/**) and that I should hold onto the wheelchair and call back then. I agreed and kept the wheelchair.

That Thursday (7/**), I called and spoke with a [redacted]. When I introduced myself, he immediately told me there was nothing he could do to help me. I informed him that I had read through the terms and conditions and hadn't understood any further. I also let him know there was no warning that I would be charged this extra charge, no email or phone call. He interrupted me and insisted that he called me on Sunday. When I apologized and told him I hadn't received a call, he began to argue about notes he'd made in his computer. When I told him I would just like to discuss how I can get my money back he said there's nothing he can do and quickly hung up.

I immediately called back and could tell by the voice that I was speaking to a different person. This person allowed me to explain what happened. He then told me he could give me half my money back because now I had kept it for 3 of the 10 days. I informed him that I was advised to hang onto it by their phone representative on Monday (7/**) since a [redacted] was unavailable. He then insisted that it was he who I had spoken to that Monday and said "I would've never told you to do that."

At this point in the conversation, I took a deep breath, asked them once more to please accommodate me with a full refund or that I would file a complaint with the Revdex.com. He replied, "please do that." He then hung up the phone.Desired Settlement: Since then, the charge has posted in my account and I'm forced to pay it. I would like Big Apple Mobility to provide a full refund of $135.00 back into my Amex account.

Business

Response:

On July [redacted] 2014, a delivery of a manual wheel chair was made for the guest. It was a 3 day rental for $125, including delivery and pick up. The customer called on July [redacted], 2014 to extend for 3 more days, for $60. Because it was a late pick up, we asked if we could pick up the following day (at no extra charge). We agreed to call her back to confirm the pickup. We called 3 times and left messages as a well (even during the day of pick up). After not hearing from the customer, the rental was charged for the extension.

Two days later the customer returned our calls. We explained that we could issue a credit after we rescheduled the pickup, but she refused. She said she would stay with it since she was already charged.

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

On Friday, July ** when I spoke with a representative, I told him they could pick the wheelchair up by 1:30pm the next day since They could not accommodate a time to pick it up that day. I was told I would be called back and never received a follow up call. Big Apple Mobility did not come to pick up the wheelchair at any point during the time I gave them. I did not receive a phone call, voicemail or email in regards to the follow up or an extension charge. When I followed up on Monday (7/**) to dispute the $135 charge that had appeared in my account, I was told no one could help me until the [redacted] returned the coming Thursday. The company's phone representative advised me to hold the wheelchair through the return date in the case that I would not be granted a refund. I took his advice and followed up on Thursday. That's when I spoke with 2 different [redacted]s. After the first one was quite argumentative and hung up the phone amidst the conversation, I called back and spoke with another [redacted] who offered half my money back. I informed him that a representative there had advised me to hold the product until the return date. He said he was sure no one said that. That's when I said I would file with the Revdex.com. I do not believe they have justified the money they have taken from me in their response statement. There is nothing in their terms & conditions policy about a 10 day extension or a $135 charge. I was never informed of a charge and wouldn't have known until I looked into my bank statements.

I would like my money returned to me as previously stated.

Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Big Apple Mobility regarding complaint ID [redacted].

Sincerely,