Buyer Beware when shopping at Mountain Medical
Buyer Beware when shopping at Mountain Medical Supplies. I purchased a scooter from Mountain Medical Supplies for my Nana who was turning 90. Nana’s family pitched in, and we all paid over $2500 for it. It was supposed to be such a joyful experience giving Nana some freedom and mobility. She received her scooter, but Mountain Medical did not provide a proper key to operate it. The scooter was received with only half of a charged battery. It was probably at half battery because they would not have been able to charge it themselves. Mountain Medical still sold it under the guise of a functioning scooter but without a key to operate it. Nana was able to drive it for a short trip until the battery charge ran out. You have to turn the scooter to the off position with a key in order to charge it, so she was never able to use it after that. Nana called Karen at the store several times over the following year. She told Karen that the key was loose and kept turning “around and around”. A clear sign that there was something wrong with the key. Nana lives in a city that is a 40 minute drive outside of Kamloops. Nana and her husband were never able to bring the scooter back into the shop as they are in their 90’s and didn’t have the means to do this. Karen, who either owns the company or a long-time employee, had told Nana that if there were any other support or maintenance calls in her town, that she would have someone check on the scooter. Nana waited for this to happen for over a year while still calling to check with Karen. All it would have taken was for the shop to take responsibility and make a visit to make up for not providing a proper key to operate the scooter. I don’t live close to Nana, so I was not able to help her locally, but I ended up paying for the store to pick up the scooter to bring it into the shop to figure out what was wrong with the key. When they picked it up, Nana was told it wasn’t a proper key. I paid close to $500 for them to pick it up and deliver it back, on top of the money we had already paid. A new key was only $25 of that cost. Karen never took any responsibility for this extremely bad customer service regardless of the countless conversations and messages I had with her. There is a severe lack of quality assurance by this company as they did not provide a proper key when it was first purchased. Nana still stresses about this incident to this day. She shouldn’t have had to experience this whole terrible ordeal. What was supposed to be a happy event was tainted thanks to this store with their extremely poor business practices, lack of customer service and poor quality assurance.
