Before you rent from Gold Mobility

[Debbie Jean]

If true (and I am assuming it is), it is sad to see how far they have fallen and was what DH was concerned about when he heard they had been sold. They need to do better, I don't know how many remember how bad the off-site rental market was before they showed up on the scene, but it was really, really bad and they put pressure on everyone to improve.

My take is Mr. Big wants to ride the coattails of Golds reputation onto a worldwide scooter empire… I know that sounds ridiculous but go back and read his messages at the beginning of the thread. It’s all about expanding into the LA market and Europe. He’s already got the Florida market in his pocket… said more than once everyone else is bad, I know you’ll be back to Gold. Honestly I’m a very good long term client… spend over $1,000 a year on scooter rentals. He couldn’t give a rip. Customer loyalty and service is irrelevant. He figures I’m not going anywhere. None of the Florida renters are. So he’s moving into the big times.

He won’t be the first the new owner who took over a stellar business and trashed it. This is his new “business model” whether he understands it or not. When equipment complications arise, bully and blame the customer. As though that has no consequences. I’m not special… he’ll do it to anyone. And trust me, he’s not taking this scooter out of service… next time you rent, it could be yours.

 

[Evita_W]

My take is Mr. Big wants to ride the coattails of Golds reputation onto a worldwide scooter empire… I know that sounds ridiculous but go back and read his messages at the beginning of the thread. It’s all about expanding into the LA market and Europe. He’s already got the Florida market in his pocket… said more than once everyone else is bad, I know you’ll be back to Gold. Honestly I’m a very good long term client… spend over $1,000 a year on scooter rentals. He couldn’t give a rip. Customer loyalty and service is irrelevant. He figures I’m not going anywhere. None of the Florida renters are. So he’s moving into the big times.

He won’t be the first the new owner who took over a stellar business and trashed it. This is his new “business model” whether he understands it or not. When equipment complications arise, bully and blame the customer. As though that has no consequences. I’m not special… he’ll do it to anyone. And trust me, he’s not taking this scooter out of service… next time you rent, it could be yours.

Sadly, this seems to be the case, the problem this leaves is who is a good company to rent from now in Orlando? Experience has proven Scooterbug to be inconsistent at best and Buena Vista Scooters customer service was even worse than this when we used them in the past, so not sure where to turn. Walker mobility looks promising, but not positive.

Luckily for Anaheim, we also have Select Mobility who has customer service and equipment quality that comes close to matching what Gold Mobility used to offer.

 

[Debbie Jean]

I think over the years, I’ve done them all at one time or another. I’ve been looking at Walker again or possibly giving Buena Vista or Apple another chance…. had customer service/equipment issues with all some years ago. Honestly, my experience with Gold set the bar so low, anyone could beat it! Lol

Perhaps a newer company is more motivated, though… I’m open to that. Might be time to purchase my own and figure a way to navigate flying with it as a solo.

 

[Evita_W]

I have been doing some searching, has anyone here used Scooter King? They have extended hours form 6 AM to 11 PM and seems to have reasonable prices.

 

[Evita_W]

I think over the years, I’ve done them all at one time or another. I’ve been looking at Walker again or possibly giving Buena Vista or Apple another chance…. had customer service/equipment issues with all some years ago. Honestly, my experience with Gold set the bar so low, anyone could beat it! Lol

Perhaps a newer company is more motivated, though… I’m open to that. Might be time to purchase my own and figure a way to navigate flying with it as a solo.

Flying solo is actually pretty easy, DH has done it many times before, just gate check the scooter and always ask for it back at connecting flights. The only real trick is making sure your connecting flights are not too close together, allow extra time between them. Also arrive to the airport a little earlier than normal to give yourself enough time.

 

[LoveToDisney]

I agree with @Evita-W, being able to gate check the ECV makes it easy. I love the independence and not needing to wait for wheelchair service especially at Orlando. I do allow a bit more time, as well.
Edited to add: However, I use a Go-Go Sport. I don’t think I would chance gate-checking a bigger scooter like you have been renting. I get plenty of mileage with my Go-Go Sport as long as I turn it off during shows and waits, etc. Plus, it’s much easier to load on Mears Connect and the Disney buses.

 

[wiihoo888]

It is not just you. My husband and I just came back from a trip where we had rented two scooters. Mine was fine and ran like a dream. His lost a bar of charge simply going from our room to the lobby

It took a phone call and two follow up texts to finally hear anything back 5 hours later. The rest of it went just as stressfully as your ordeal. Basically their mindset was if the scooters moves, it is working. Okay…sure, Jan. When a battery dies within three hours there is a huge problem. They wanted video, pictures, reenactments…it was ridiculous! I got the same threat of a charge if they swapped and nothing was wrong. I was literally near tears dealing with this guy. I have been renting their scooters several times a years and have been their biggest fan. It was all such a kick in the tail

They finally offered a slot to swap out the scooter the next day. This was after berating me on my lack of scooter battery knowledge for over an hour and out of the blue. Why replace if nothing was wrong? Who knows. The replacement ran fine. Go figure. The rep who came out was one we have worked with for years and he was as amazing as always. Their head office though…they will be losing some serious business with this stuff

 

[Simba's Mom]

The problem I see with Buena Vista Scooters is that their drop off and pick up times are so limited, only 3 or 4 times per day. When I looked at their site, I had the choice of them picking it at 8:30 am, or the next time on their drop-down menu was 1:30 pm. And delivery was just as bad-either 2:15 pm (before I get there) or not until 6:15 pm. That might work for someone who can walk short distances, but not me.
I remember a recent trip, seeing a gentleman on a Walker scooter. It looked brand new, in excellent condition. When I mentioned it, he said how happy he was with everything. I remember telling him "Well, if I'm ever in the market for a new company to rent from, I may consider them!" So maybe I will this trip.

 

[Evita_W]

I agree with @Evita-W, being able to gate check the ECV makes it easy. I love the independence and not needing to wait for wheelchair service especially at Orlando. I do allow a bit more time, as well.
Edited to add: However, I use a Go-Go Sport. I don’t think I would chance gate-checking a bigger scooter like you have been renting. I get plenty of mileage with my Go-Go Sport as long as I turn it off during shows and waits, etc. Plus, it’s much easier to load on Mears Connect and the Disney buses.

DH has gate checked a Victory 10.2 several times with no issues (although the airline did damage it once, but they quickly fixed it, long story, but it was fixed within hours with a loaner in the meanwhile), he has not tried with his new Golden Technologies Companion HD scooter though, but considering it has a similar dimension and weight, it should not be an issue.

 

[Debbie Jean]

It is not just you. My husband and I just came back from a trip where we had rented two scooters. Mine was fine and ran like a dream. His lost a bar of charge simply going from our room to the lobby

It took a phone call and two follow up texts to finally hear anything back 5 hours later. The rest of it went just as stressfully as your ordeal. Basically their mindset was if the scooters moves, it is working. Okay…sure, Jan. When a battery dies within three hours there is a huge problem. They wanted video, pictures, reenactments…it was ridiculous! I got the same threat of a charge if they swapped and nothing was wrong. I was literally near tears dealing with this guy. I have been renting their scooters several times a years and have been their biggest fan. It was all such a kick in the tail

They finally offered a slot to swap out the scooter the next day. This was after berating me on my lack of scooter battery knowledge for over an hour and out of the blue. Why replace if nothing was wrong? Who knows. The replacement ran fine. Go figure. The rep who came out was one we have worked with for years and he was as amazing as always. Their head office though…they will be losing some serious business with this stuff

I’m so sorry you also had this happen! I knew it wasn’t just me. The bullying and condescending attitude is so unimaginable, it’s hard to even describe. How in the name of all that is holy can they expect to keep a business successful with this behavior???

This appears to be the new standard for them. If you rent from them, you’ve been warned.

 

[Debbie Jean]

Flying solo is actually pretty easy, DH has done it many times before, just gate check the scooter and always ask for it back at connecting flights. The only real trick is making sure your connecting flights are not too close together, allow extra time between them. Also arrive to the airport a little earlier than normal to give yourself enough time.

As I said before, I have no issue gate checking an assistive device. My problem is figuring out a strategy for handling luggage by myself on either end of the flight.

 

[Madteaparty001]

As I said before, I have no issue gate checking an assistive device. My problem is figuring out a strategy for handling luggage by myself on either end of the flight.

My best advice is to call the airports you will be visiting and ask them what their procedure is. When Delta thought we needed wheelchair service for DD at a layover in Atlanta (they didn't know if it would fit in the airplane closet or not so they noted in the system just in case) they had someone waiting with a large chair that had an attached basket for luggage, they would have assisted us in getting to the next flight while transferring DD's wheelchair to our destination.

 

[Evita_W]

As I said before, I have no issue gate checking an assistive device. My problem is figuring out a strategy for handling luggage by myself on either end of the flight.

Well, DH packs light, usually a personal item (decent sized tote bag) and one carry on. He can drag the carry on beside him on the scooter for the most part, but can also put it between himself and the tiller with the tote bag on top of it. It is a little cumbersome, but only really needed when going through queues, i.e. at security, once there, not really an issue. If you have more luggage, there are companies that will deliver your luggage directly to your destination and you drop off with them at your home airport. The fees for such services are often less than the checked bag fees anyway. Another option would be get a foldable rear basket, use it at the airport and remove it at your resort. Bags VIP being one that you still have to pay a checked bag fee though, so be careful. There are also services that will pick the luggage up from your houase and deliver it to your destination and vice versa.

Another viable option is to rent a luggage cart and push it next to you, I believe you can also request assistance at airports.

For packing light, space saver bags are very helpful, there are even ones that come with small battery operated pumps now.

 

[elvispursley]

Has anyone with really poor service thought of posting their experiences on some other social media channels and the BBB? Our only issue with Gold has been the really poor communication since the new owner(s) took over. This is really concerning since we've always had such really great service and products renting with Gold. Hoping things improve by summer if they get enough complaints or business moved to other companies.

 

[LoveToDisney]

Both customers who had bad experiences need to do GOOGLE reviews, as well, to alert potential customers because right now the reviews are very positive. The guy who has bought this company is riding high on good stars from the years of good service. He needs a wakeup call by seeing the google stars dropping like a rock with poor reviews.

 

[Debbie Jean]

Both customers who had bad experiences need to do GOOGLE reviews, as well, to alert potential customers because right now the reviews are very positive. The guy who has bought this company is riding high on good stars from the years of good service. He needs a wakeup call by seeing the google stars dropping like a rock with poor reviews.

I definitely will. I turned the scooter in but am not yet home. It’s on my list for sure!

 

[wiihoo888]

I will do that soon. Just posting about it on here made me upset about the whole incident again. I used to work in Customer Service and was honestly quite shocked by the whole ordeal. It really is going to be a hit or miss service from here on out. An excellent experience if you get a scooter in decent shape (and don’t have to speak with HQ). A hypertension inducing nightmare if you get a scooter with issues

 

[gottalovepluto]

This reminded me I wanted to post on our experience with Gold in Nov. Our scooter was actually fine, but the back office is a mess and because of that experience they’re off our list. We ordered our ecv months out, plans changed a bit and a deal came out so we cancelled and rebooked months out with the new info and deal. No refund, contacted them a week or 2 later and they cancelled it and we got our refund.

On pickup at SSR there were 2 scooters. I refused delivery of one and immediately called the emergency line someone answered said they’d be charging a fee for cancelling ecv 2 but they’d refund the rest. I said fine. (I thought I’d screwed up at that point, couldn’t remember that we’d been refunded.) Ultimately we weren’t charged the fee because they’d already refunded.

A couple weeks before the trip we changed our pickup a couple hours later via email, they confirmed. When they texted to confirm the pickup it was the old info and for 2 ECVs. I immediately texted back it was just one and the time wouldn’t work. I called the ecv help line and no one answered- unacceptable especially during their stated business hours. They eventually texted and said they’d pick it up the next day- thank goodness we were at Swolphin where they are left with bell services!

That next day I got a text asking where the 2nd ecv was. And then a call which I missed but I called back right away and the driver answered. I explained the whole thing. That was thankfully the end of it.

We figured if they aren’t investing in the back office, it’s only a matter of time before the ECVs show lack of investment as well. Looking at this thread I guess it’s already happening. Sad to see but time to move on. When it comes closer to our Spring trip I’ll be checking here for the latest recommended companies.

We did use kingdom strollers for a 2 day rental at universal, no issues (so no idea on their service) but their ecv is a 4 wheeler and for long trip my user wants the mobility of a 3 wheel.

 

[elvispursley]

This reminded me I wanted to post on our experience with Gold in Nov. Our scooter was actually fine, but the back office is a mess and because of that experience they’re off our list. We ordered our ecv months out, plans changed a bit and a deal came out so we cancelled and rebooked months out with the new info and deal. No refund, contacted them a week or 2 later and they cancelled it and we got our refund.

On pickup at SSR there were 2 scooters. I refused delivery of one and immediately called the emergency line someone answered said they’d be charging a fee for cancelling ecv 2 but they’d refund the rest. I said fine. (I thought I’d screwed up at that point, couldn’t remember that we’d been refunded.) Ultimately we weren’t charged the fee because they’d already refunded.

A couple weeks before the trip we changed our pickup a couple hours later via email, they confirmed. When they texted to confirm the pickup it was the old info and for 2 ECVs. I immediately texted back it was just one and the time wouldn’t work. I called the ecv help line and no one answered- unacceptable especially during their stated business hours. They eventually texted and said they’d pick it up the next day- thank goodness we were at Swolphin where they are left with bell services!

That next day I got a text asking where the 2nd ecv was. And then a call which I missed but I called back right away and the driver answered. I explained the whole thing. That was thankfully the end of it.

We figured if they aren’t investing in the back office, it’s only a matter of time before the ECVs show lack of investment as well. Looking at this thread I guess it’s already happening. Sad to see but time to move on. When it comes closer to our Spring trip I’ll be checking here for the latest recommended companies.

We did use kingdom strollers for a 2 day rental at universal, no issues (so no idea on their service) but their ecv is a 4 wheeler and for long trip my user wants the mobility of a 3 wheel.

This is very similar to what happened to us. I did my usual change-my-mind-million-times about resorts and then family decided to join so we ended up doing a split stay. But my mom had booked her scooter months prior to all this. When we finally finalized our plans and I booked my drop-off/pick-up location and times. my mom needed to modify hers. She must've emailed 5x with no response. She texted at least 3x in the week leading up to us leaving and finally got someone on the phone. This poor communication never happened in the past. Luckily, we had scooters with good batteries and no issues.

We've rented from Walker in the past and have had issues with scooters not working and needing to be be changed out (scooter lost charge and decided it would just start moving backwards on its own) and a last-minute delivery gave us a scooter that was soooooo slow and a battery that didn't last all day.

So we too are curious what other are recommending. Upsetting that the communication fell but even more at the written response to a long-term customer. No excuse for that behavior to anyone.