Just used them last week. They were good--I didn't need to really contact them for any reason. They just dropped off the scooter at the bellhop at my specified time, didn't need me to be there. If I had known that, I probably would have scheduled the time earlier. They also picked it up at my specified time, which, again, I would have made much later if I had known I had no need to speak directly to anybody.
Scooter bug still owes me $220 from our July trip! I have called them repeatedly - each time I am promised my refund. I don't know if I will ever see my money.
They messed up everything so badly & we had to use another company.
My advice - try a different company! Buena Vista Scooters was great with getting us what we needed.