Scooter bug did not come through ... I did get response from WDW guest service

[bobbiwoz]

We went to pick it up at BWV, and it didn’t work. I think the reason was it was wet. When DH called, he was told it would take three hours to get a different one there. That was not acceptable, so I cancelled and took a refund. Walker Mobility was there with a waterproof scooter, in less than 15 minutes.

It cost me more, but it worked.

We had always gone with an official one that I can pick up and drop off at Bell Service. It was our first 4 night, 3 day park trip since the pandemic. If the ECV return in a few hours is as easy as the drop off was, we will stick with Walker. I like the idea of a waterproof scooter.

DH rented a scooter in the park. He was ok with the amount of walking he had to do that way!

 

[Simba's Mom]

So sorry to hear that. Disney should know, IMO. If they only allow one scooter company to drop off/pick up at Bell Services, they should be up to Disney Standards, I'd think. Walkers' Scooters always worked well for me, but at the time I rented from them, their handles required me to use my thumb in a way that didn't do well with my arthritis.

 

[DisneyOma]

So sorry to hear that. Disney should know, IMO. If they only allow one scooter company to drop off/pick up at Bell Services, they should be up to Disney Standards, I'd think. Walkers' Scooters always worked well for me, but at the time I rented from them, their handles required me to use my thumb in a way that didn't do well with my arthritis.

I'm guessing Scooterbug pays for the privilege and other companies chose not to? I don't think Disney is going to be able to do anything besides not allow any company to drop off. They can't force a company to leave equipment, or pay to leave it.

 

[bobbiwoz]

So sorry to hear that. Disney should know, IMO. If they only allow one scooter company to drop off/pick up at Bell Services, they should be up to Disney Standards, I'd think. Walkers' Scooters always worked well for me, but at the time I rented from them, their handles required me to use my thumb in a way that didn't do well with my arthritis.

I only needed three days, and it was because of you that the first thought that came to me was Walkers!! I remembered you liked them. I had not ever used them, but I will again!

 

[lanejudy]

I'm guessing Scooterbug pays for the privilege and other companies chose not to?

No. Years ago any vendor could utilize Bell Services for rentals. Then several years ago WDW limited that to about 5 select “featured vendors” whom they vetted for the privilege. A couple of years ago Disney contracted with just 1 “exclusive provider” who is allowed to use Bell Services for wheelchair, ECV and stroller rentals. I believe it is the same company who handles the in-park rentals. WDW absolutely should be made aware of sub-standard service by their designated preferred vendor.

 

[DisneyOma]

No. Years ago any vendor could utilize Bell Services for rentals. Then several years ago WDW limited that to about 5 select “featured vendors” whom they vetted for the privilege. A couple of years ago Disney contracted with just 1 “exclusive provider” who is allowed to use Bell Services for wheelchair, ECV and stroller rentals. I believe it is the same company who handles the in-park rentals. WDW absolutely should be made aware of sub-standard service by their designated preferred vendor.

So you're 100% sure that Scooterbug doesn't pay Disney for that privilege?

 

[Betty Rohrer]

So you're 100% sure that Scooterbug doesn't pay Disney for that privilege?

do not know if they pay or not but they are the only ones who can use bell services. others can not pay and leave theirs. Disney's choice

 

[Eeyore daily]

I’m sorry that happened to you. We rented scooterbug for the first time for the collapsible ecv, couldn’t take it apart, and was quoted a 3 hour wait as well but it only took 45 minutes. I wonder if the 3 hours is just standard

 

[lanejudy]

So you're 100% sure that Scooterbug doesn't pay Disney for that privilege?

Nope, don’t know specifics of that agreement though it is surely beneficial to both parties and I do expect WDW has some “authority” with regards to expected level of service.

And my understanding is other businesses were not given opportunity to bid for said contract, not that they “chose not to [pay].”

 

[DisneyOma]

Nope, don’t know specifics of that agreement though it is surely beneficial to both parties and I do expect WDW has some “authority” with regards to expected level of service.

And my understanding is other businesses were not given opportunity to bid for said contract, not that they “chose not to [pay].”

That's not how it read when the program first started though. There were posts here on the DIS about companies just not wanting to pay the fee to drop off equipment.

 

[Evita_W]

No. Years ago any vendor could utilize Bell Services for rentals. Then several years ago WDW limited that to about 5 select “featured vendors” whom they vetted for the privilege. A couple of years ago Disney contracted with just 1 “exclusive provider” who is allowed to use Bell Services for wheelchair, ECV and stroller rentals. I believe it is the same company who handles the in-park rentals. WDW absolutely should be made aware of sub-standard service by their designated preferred vendor.

Actually, when Scooter if became the only vendor, they did indeed oat and pay a lot for that privilege, reports are in the millions of dollars, they were also the only company that agreed to slow their scooters down to similar speeds of the in park rentals.

 

[lanejudy]

Sorry, I didn't mean to derail this thread into a debate about how much Scooterbug pays WDW. I clearly did not phrase my first post well as response to:

"...Scooterbug pays for the privilege and other companies chose not to? I don't think Disney is going to be able to do anything..."​

What I intended to convey:

Since other vendors do not have the option to pay to use Bell Services, I believe informing WDW of the poor service is not a bad idea, in addition to any complaint made directly to the vendor. WDW should take notice when customers have complaints about the vendor they chose for an exclusive contract.​

 

[Evita_W]

Sorry, I didn't mean to derail this thread into a debate about how much Scooterbug pays WDW. I clearly did not phrase my first post well as response to:

"...Scooterbug pays for the privilege and other companies chose not to? I don't think Disney is going to be able to do anything..."​

What I intended to convey:

Since other vendors do not have the option to pay to use Bell Services, I believe informing WDW of the poor service is not a bad idea, in addition to any complaint made directly to the vendor. WDW should take notice when customers have complaints about the vendor they chose for an exclusive contract.​

I would definitely agree with that, it should also be pointed out to Disney that ScooterBug only has a 2 to 3.5 star rating on all review sites, compare to Buena Vista at 4 to 4.5 Stars, Walker Mobility at 4 to 4.5 Stars and Gold Mobility at 5 Stars on all review sites. This is a major discrepancy that needs to be addressed.

 

[Grumpy by Birth]

We've used Apple and others in the past. I went with Scooter Bug this time solely for the convenience of not having to meet the vendor for drop-off and pick-up.

Reading this thread makes me think I may regret that because it's never been an issue to meet the courier and it sounds like we may not be happy with Scooter Bug's products and service.

If we're not satisfied with them, I'll chalk it up to a lesson learned and definitely go back to our old standbys in the future and just meet them out front.

 

[Evita_W]

We've used Apple and others in the past. I went with Scooter Bug this time solely for the convenience of not having to meet the vendor for drop-off and pick-up.

Reading this thread makes me think I may regret that because it's never been an issue to meet the courier and it sounds like we may not be happy with Scooter Bug's products and service.

If we're not satisfied with them, I'll chalk it up to a lesson learned and definitely go back to our old standbys in the future and just meet them out front.

Apple scooters is actually rated worse than any of the others right now. I know it sounds like out here on the west coast they won't reopen, not sure if they are still operating in Florida, I know a lot of companies there didn't survive either.

 

[Grumpy by Birth]

We've rented from Apple (Orlando) several times... most recently this past October, and never had any issues with them.

 

[bobbiwoz]

OP here, and I agree that I should tell WDW what happened. I will contact guest relations now.

 

[Grumpy by Birth]

We had no issues with Scooterbug on this trip. Our scooter was waiting for us at bell services when we arrived. It worked fine throughout the week.

I got an e-mail from them every evening reminding me to charge it overnight!

I liked the convenience of just dropping it off with bell services at the end of our stay and not having to wait for a courier to arrive for drop-off/pick-up.

 

[bobbiwoz]

OP here, and I agree that I should tell WDW what happened. I will contact guest relations now.

The reply

Thank you for contacting the Walt Disney World Resort.

I'm delighted to know that you are a Member of our Disney Vacation Club and Annual Passholder families. Just from my research regarding your request, I am able to see how often you and Thomas visit our Disney Vacation Club properties. It is evident that your family cares deeply about the Disney brand and experience, so I truly value the insight you have shared regarding our partners at ScooterBug Orlando. We pride ourselves on creating magical experiences for all of our Guests, and we certainly expect that our Guests will receive the same world-class service from our partners. I'm very sorry this was not your experience while you were waiting for your Electric Conveyance Vehicle upon your arrival at Disney’s BoardWalk Villas. While I am happy to know that Walker Mobility Scooter Rentals was able to assist you, I would like to assure you that I will share your message directly with the appropriate Leadership teams for internal review. I sincerely hope you will find your future visits to be magical in every way.

Barbara, thank you again for contacting us. We truly believe by listening to our Guests, we will know what we’re doing right and—most importantly—what we should continue to improve upon.

Kindest regards,

Kimberly Jennings
Guest Experience Services
Walt Disney World Resort

 

[mamabunny]

The reply

Thank you for contacting the Walt Disney World Resort.

I'm delighted to know that you are a Member of our Disney Vacation Club and Annual Passholder families. Just from my research regarding your request, I am able to see how often you and Thomas visit our Disney Vacation Club properties. It is evident that your family cares deeply about the Disney brand and experience, so I truly value the insight you have shared regarding our partners at ScooterBug Orlando. We pride ourselves on creating magical experiences for all of our Guests, and we certainly expect that our Guests will receive the same world-class service from our partners. I'm very sorry this was not your experience while you were waiting for your Electric Conveyance Vehicle upon your arrival at Disney’s BoardWalk Villas. While I am happy to know that Walker Mobility Scooter Rentals was able to assist you, I would like to assure you that I will share your message directly with the appropriate Leadership teams for internal review. I sincerely hope you will find your future visits to be magical in every way.

Barbara, thank you again for contacting us. We truly believe by listening to our Guests, we will know what we’re doing right and—most importantly—what we should continue to improve upon.

Kindest regards,

Kimberly Jennings
Guest Experience Services
Walt Disney World Resort

That's great - because they can't fix what they don't know is "broken"! Thank you for taking the time to reach out to them; it really does benefit everyone