Business ProfileforMoose Mobility Scooter Corp

The ****** I rented for one week for the needs I had while in ******** was perfect. Easy to pick up, and in good condition. What makes me give an 1 star review is that they charged me another $28.75 dollars to clean the ******. . NO where on the contract says that they will charge you $118.00 per hour if they need to clean the ******, or any equipment. There were only a few fingerprint smears on the front of the backrest. (in which my son pointed out, in which the employer didnt see himself) There is no way that the extra cost to clean the ****** would be 15 minutes. Of course they would have to sanitize the ****** on return, and that would be normal Health, and Safety practices that I would expect. This is why I gave 1 star only

Hi *****, thank you for your feedback. The rental agreement does have a Loss or Damage to the unit section, which outlines the customer will pay in the case that there is damage beyond normal wear and tear. We do sanitize all rental units on return. However, in your case, when your son brought the ****** in our staff saw the backrest was dirty on both sides and were unable to wipe it away easily which indicated an additional 15 minutes would be needed to clean the unit to standard. We bill cleaning charges to our customers whenever there is more than the normal damage/dirt/grime as is standard rental policy. Our staff told your son that 15 minutes would be needed, which is charged at $28.75 which your son said was fair. Your son also noted that the dirt likely came from his trunk. When you came inside the store near the end of this interaction and stated you were unhappy with the cleaning charge, we did offer for you to clean the unit yourself to avoid the charge, which you declined. We seldom have to charge for extra cleaning on rental returns and find most customers are able to return the units in the condition they were rented out. In the rare case that extra cleaning is needed, we do charge our customers on a case-by-case basis in order for us to keep our rental rates low. We hope this response more clearly outlines how we operate our rental program, and we hope you have a better experience next time.