Dear ***,
We are terribly sorry about the accident and to hear about your injuriesWe hope you have had time to healIt is disappointing to when we fail to communicate properly with the most important part of Scoot, our ridersLet us hope to correct that now.
*** contacted you
for a recorded statement on 09/12/addressing your what had happened, and you were so please with the conversation and his customer service that you made the statement, “I know it isn’t your fault.” *** contacted you again on 09/13/to go over the claim detailsIn this recorded conversation he explained Scoot’s process for Our of Service scooters, what happens when they are in accidents and how fantastic our Fleet team is at repairing themYour exact words were, “I trust that.” The conversation then led to how the accident may have happenedAfter going over the damages you took over the conversation with, “I noticed the black plastic guard, that’s why it went down the second time.” The conversation continued and you made the the exact statement, “Must have been user error.” The conversations was flowing positively and you even made a statement saying verbatim, “nice to hear & know what happened.”Once the conversation moved into the damages and the deductible of $that was due the temperature of the conversation on 09/13/changed and you refused to pay for damages legally owed. On 09/13/*** sent you an email to recap the conversation reminding you of the deductible due and attached a Repair Report *** which included color photos for your reviewAnother reminder email was sent on 09/19/17, 09/27/and finally a notice to file on. We understand that accidents are horrible, and even worse when you get injuredHowever, in order for us to continue to keep our policies fair and equitable we must process all claims according to protocol
Hello,
My name is [redacted] and I am the Customer Support Manager here at Scoot. As you can see from the attached correspondence, this rider has shared with that he did cause the damage and believes that our mechanics did not take 1.5 hours to repair the handlebars. I can confirm that the...
time is accurate and we also provide a discount for labor to our members. These are valid charges.
Regards,
[redacted]
Complaint: [redacted]I am rejecting this response because:
No where in my correspondence that you attached did I admit fault for bending the handle bars. For clarity, I did admit that a minor scrape on the handle bar rubber grip may have been my fault, regardless would not result in 1.5 hours of labor to replace.
Lastly I have now requested multiple times for Scoot to provide sufficient evidence to demonstrate that the handle bars were actually replaced (i.e. proof of delivery or part SKUs) but they refuse to do so. This is a standard consumer request for any sort of repair work.
Sincerely,[redacted]
Dear ***,
We are terribly sorry about the accident and to hear about your injuriesWe hope you have had time to healIt is disappointing to when we fail to communicate properly with the most important part of Scoot, our ridersLet us hope to correct that now.
*** contacted you
for a recorded statement on 09/12/addressing your what had happened, and you were so please with the conversation and his customer service that you made the statement, “I know it isn’t your fault.” *** contacted you again on 09/13/to go over the claim detailsIn this recorded conversation he explained Scoot’s process for Our of Service scooters, what happens when they are in accidents and how fantastic our Fleet team is at repairing themYour exact words were, “I trust that.” The conversation then led to how the accident may have happenedAfter going over the damages you took over the conversation with, “I noticed the black plastic guard, that’s why it went down the second time.” The conversation continued and you made the the exact statement, “Must have been user error.” The conversations was flowing positively and you even made a statement saying verbatim, “nice to hear & know what happened.”Once the conversation moved into the damages and the deductible of $that was due the temperature of the conversation on 09/13/changed and you refused to pay for damages legally owed. On 09/13/*** sent you an email to recap the conversation reminding you of the deductible due and attached a Repair Report *** which included color photos for your reviewAnother reminder email was sent on 09/19/17, 09/27/and finally a notice to file on. We understand that accidents are horrible, and even worse when you get injuredHowever, in order for us to continue to keep our policies fair and equitable we must process all claims according to protocol
Complaint: ***I am rejecting this response because:Sincerely,*** ***
Hello,
My name is [redacted] and I am the Customer Support Manager here at Scoot. As you can see from the attached correspondence, this rider has shared with that he did cause the damage and believes that our mechanics did not take 1.5 hours to repair the handlebars. I can confirm that the...
time is accurate and we also provide a discount for labor to our members. These are valid charges.
Regards,
[redacted]
Complaint: [redacted]I am rejecting this response because:
No where in my correspondence that you attached did I admit fault for bending the handle bars. For clarity, I did admit that a minor scrape on the handle bar rubber grip may have been my fault, regardless would not result in 1.5 hours of labor to replace.
Lastly I have now requested multiple times for Scoot to provide sufficient evidence to demonstrate that the handle bars were actually replaced (i.e. proof of delivery or part SKUs) but they refuse to do so. This is a standard consumer request for any sort of repair work.
Sincerely,[redacted]