I apologise for the long read, but I think if you are looking for equipment like mobility scooters or wheelchairs you may be happy to have this info.
I have Primary Progressive Multiple Sclerosis and have needed a mobility scooter for a while and decided to look at TGA because the MS Society had a page about them on their website.
On 17th January 2023 TGA brought two scooters here for me to try out. I chose the Breeze S3, which is one of their top of the range models, it was a shiny and brilliant looking scooter. I felt TGA would be a safe company to buy from, especially as the scooter was so very expensive, because the MS Society recommended them.
I placed my order at the beginning of February. I was so excited because I was looking forward to the freedom of being able to finally go out.
Before placing the order, I told them that I needed the twist grip option because I lack peripheral dexterity due to MS. I was told it would be fitted when they came back in stock. The person I spoke to checked to make sure it would be fitted at home by an engineer before I made the purchase, because this was important to me, I didnāt want the scooter to be taken away for a while after I had received it. I paid for the twist grip when I purchased the scooter.
On the delivery date, 23rd Feb, they failed to turn up!
I called them and they said they had forgotten to āput it on the vanā. When were they going to tell me?
I was dismayed because, in expectation of the scooter arriving, I had sold my car and now had no transport to visit my 104-year-old mother, whose health was failing. Their lack of delivery had caused me to have to pay Ā£20 a day for taxis to go and see her.
I felt they had let me down with this delivery. I told them I chose to buy directly from TGA as I expected a superior and professional service, and clearly this had not been the case.
On 27th February the scooter was delivered. It was in awful condition, it had marks that would not polish off, scuffs in a lot of places, scratches and dents, as well as being dirty. It didnāt look new at all, and looked nothing like the condition of the trial scooter that I had tried. It just looked used, like one they lend out to people.
I took lots of photos and after several phone calls to the office, they agreed to exchange it for a new one.
On 15 March the second, new scooter was delivered, still without the twist grip.
For both of these scooters the paperwork says ātwist grip to follow when in stockā. They said they would call me as soon as they were in stock.
I waited for a call - which never came.
I tried to drive my scooter without the twist grip but found that the controls were unmanageable due to lack of control of my fingers caused by my PPMS, which is why I had ordered the twist grip when ordering the scooter.
On 3rd June I checked the TGA website and found that the twist grip was now available as an option on the website, so I emailed the office and they arranged for an engineer visit to fit it to take place on 21 or 22 June. No apologies for not having contacted me to arrange a fitting earlier, even though it was paid for 5 months before!
I waited all through 21 and 22 June and no one from TGA turned up. I phoned the office after 3pm on 22nd to ask when the engineer was going to arrive. I was told that the engineer that had been scheduled to visit, was actually back at the TGA site and that, despite having been assured that the twist grip could be fitted here, I was now told my scooter would have to go back to TGA for it to be fitted. But they assured me when I was buying the scooter that the twist grip could be fitted at home.
Later on 22 June I received a call from TGA who wanted to arrange a collection of my scooter. I felt very reluctant, as I am sure you can understand, to return my scooter to them as I have lost all confidence in them. I was assured by TGA that it would all be fine if I gave them, āone last chance,ā to get it right.
So, they collected my scooter on Wednesday 28th June. I felt I had no choice because I havenāt been able to drive it without the twist grip and so it has sat unused for five months in my garage. I had asked for and was given assurances that it would arrive back in pristine condition, the same as it left here. Again I took lots of photos of the scooter before it went.
It was delivered back to me today, Friday 7th July. I was horrified to see immediately that it had been damaged, with multiple scratches, gouged out places, dents and it was filthy. My pristine scooter has now been devalued by them and they donāt seem interested in doing anything about it.
I regret ever having come across TGA, it was only because they have a partnership with the MS Society that I believed they would be a good company to deal with but that has been proven totally wrong.
All the stress I have been under through TGAās actions and inactions has caused anxiety, many sleepless nights and constant worry. I have had a worsening of symptoms that may not have happened otherwise and overall, it has definitely been detrimental to my health.
