I've had a absolute nightmare with TGA mobility

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SeasideAnne
SeasideAnne Scope Member Posts: 18 Contributor

I've had a 6-month nightmare with TGA mobility and really need to tell you about it as I'm so stressed because of it.

 

I have Primary Progressive Multiple Sclerosis. In February 2023 I bought a BreezeS3 mobility scooter from TGA adding the optional extra of a twist grip as I have low peripheral dexterity. The twist grip was out of stock but to ‘follow soon’ – they said.

 

First, they failed to deliver on the date they said, without letting me know they had forgotten to ‘put it on the van’, then they delivered a damaged scooter which they claimed was new but IMO was used, as it definitely did not look anything like the one they brought for me to try a few weeks earlier, and it had many scratches and scuffs and was filthy.  I took lots of photos and after a fuss they replaced scooter but still without the twist grip.

 

They had promised to fit the twist grip at home before purchase as this was important to me. 5 months later still no twist grip and never a word about it from them despite the fact I paid for it upfront and emphasised that I really needed it.

 

Then, in June, I see they have them in stock on their website and I so call them.

 

They book a 2-day appointment to come to do the work - but don’t turn up on either day, with no call to say why, or to tell me what’s going on. When I call them at end of the second day they say, oh no it can’t be fitted at home. They say the scooter has to go back to them to have it fitted.

 

So, as there was no alternative, with misgivings (because this isn’t the whole sorry story) I let them take it to their workshop to fit it. I told them that the scooter was still in brand new condition because I had not been able to drive it without the twist grip, thereby depriving me of the ability to use it, and said it must return in the same pristine condition.

 

Again, I took photos of it because by then I had no confidence in them at all. They promised it would be cared for and returned in pristine condition.

 

Now, nine days later, it has arrived back dirty, damaged in multiple places with scrapes, gouged areas and scratches and is very devalued. I am horrified and distraught and they really don’t seem to be interested in doing anything.

 

Now I have a scooter that looks like it has been used badly for years and is worth almost nothing – yet it was like new when they took it and had been driven round the block only once to test if I could manage the standard lever, which I couldn’t, and I had informed them when purchasing that this would be the case, and which is why I paid extra for the twist grip back in February!  

 

It seems I am having to go down the legal route to get this rectified. The stress of all this has made me ill (as we know, stress is very bad for people with MS) and I have had a 5K scooter in my garage for six months and not been able to use it because a part they said would ‘follow soon’ took months to arrive.

 

The freedom to get about I thought I was buying when I purchased this mobility scooter has turned into a major nightmare. Now I want to tell what happened because I don’t want anyone else having these problems and maybe, armed with this info, you can avoid them.


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  • Hannah_Alumni
    Hannah_Alumni Scope alumni Posts: 7,911 Championing
    edited July 2023
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    I am so sorry about what you've been through with them @SeasideAnne. I'd definitely encourage you to reach out to Citizen's Advice as they can help support you with filing a compliant or even help support you with taking it to the Ombudsman.  
    Hannah - She / Her

    Online Community Coordinator @ Scope

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  • DayDreamBeliever
    DayDreamBeliever Community member Posts: 75 Contributor
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    I'm so sorry to hear about your experience! I have had bad experiences with an electric wheelchair from a different company - easy living mobility. So I know just how much impact it has on you and how stressful it is!

    Did you pay on a credit card? If so you can go through them to get your money back. I would let them know one more time what you want in order to rectify the situation, mention what proof you have, and say if they do not rectify the situation you will go to your credit card company and charge back through section 75 of the consumer credit act.

    As Hannah said above the citizens advice consumer helpline can help you, but just so you know this is different from your local citizens advice, so make sure to specifically call the consumer helpline! 

    As for spreading the word, post about your experience on the company's trust pilot, Google reviews, Facebook reviews etc. Then at least other people can easily find out about your experiences if they're thinking of purchasing from the company. 

    Good luck, I hope you get the situation sorted out. It's so wrong for these companies to rip off disabled people who they claim to be helping 
    Pronouns: She/they 
  • MW123
    MW123 Scope Member Posts: 635 Trailblazing
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    I'm really sorry to hear about your terrible experience with TGA mobility. It sounds like you've been through a lot of frustration and stress. 

    Have you tried this approach that I have used myself I utilised Companies House Beta, which is available for free to anyone. I was able to access the names of the directors associated with the company I was having issues with.   Armed with this information, I sent a letter via special delivery directly to the directors, utilising the addresses listed with Companies House, in order to express my concerns. 

    To my astonishment, I observed a prompt resolution to my issues by employing this method. Many directors are unaware of what is happening lower down the food chain.

    Before considering a legal course of action, you might find it beneficial to give this approach a try.  

     

  • SeasideAnne
    SeasideAnne Scope Member Posts: 18 Contributor
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    Using the credit card company to get a refund might work, I'm looking at that. I already sent a letter to the TGA Mobility CEO, Daniel Stone, but so far, 4 days later, I've had no reply. I did stress I had all the evidence, but I think they all think I won't carry it further. But I have no choice but to continue, I hate injustice whether it affects me or someone I don't even know.
  • Hannah_Alumni
    Hannah_Alumni Scope alumni Posts: 7,911 Championing
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    @SeasideAnne Please keep us updated :) 
    Hannah - She / Her

    Online Community Coordinator @ Scope

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  • SeasideAnne
    SeasideAnne Scope Member Posts: 18 Contributor
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    I will do :-)
  • Sandy_123
    Sandy_123 Scope Member Posts: 55,945 Championing
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    Hi @SeasideAnne what a horrible experience you have had with this company. Trading standards may be interested I'm sure your not the  only one who been messed around by them. Probably reviews on line. 
  • SeasideAnne
    SeasideAnne Scope Member Posts: 18 Contributor
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    Yes I think I will be telling Trading Standards and they will look into the way they work.
  • L_Volunteer
    L_Volunteer Community Volunteer Adviser, Scope Member Posts: 7,980 Championing
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    Have you done this yet @SeasideAnne? If so, I am just wondering if you would like to share a little more with us about how this has gone for you  :)
    Community Volunteer Adviser with professional knowledge of education, special educational needs and disabilities and EHCP's. Pronouns: She/her. 

    Please note: if I use the online community outside of its hours of administration, I am doing so in a personal capacity only.
  • SeasideAnne
    SeasideAnne Scope Member Posts: 18 Contributor
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    Hi, just wanted to tell you that, finally, I got a full refund! I decided to try the credit card charge back route. I phoned the credit card company and they were very helpful. They said I should first write a last, official letter, itemising what had happened again, asking for a full refund and also asking when they would collect the mobility scooter. They said that if I hadn't heard from them in14 days they would then go ahead. TGA came back to me in a few days and said they would refund me and collect the scooter. But I still couldn't sleep until the scooter was gone and the money was back in my account.
    It was six months of stress and worry but at least now they have given me my money back and taken it away, and I can start looking for another make of mobility scooter. My blood pressure has actually gone down.  Thank you for your support.  :)
  • Hannah_Alumni
    Hannah_Alumni Scope alumni Posts: 7,911 Championing
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    @SeasideAnne I'm so glad it is all finally sorted for you!! :) I hope you find another one soon. You may find some suggestions from other members in Aids, Adaptations and Equipment :) 
    Hannah - She / Her

    Online Community Coordinator @ Scope

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  • SeasideAnne
    SeasideAnne Scope Member Posts: 18 Contributor
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    Thanks Hannah, I will have a look :-)