I bought my Mobie + scooter in November 2018 and it has had one problem after another. However the most frustrating aspect is the appalling customer service from Monarch. I have been trying to arrange for my unusable scooter to be repaired for over 3 weeks now. There has been a catalogue of phone calls not being returned, false promises and finally an engineer called at a different time and day to what had been arranged, only to leave again without leaving a card or making a phone call when I wasn't home. I asked about a complaints procedure and was advised to write to the manager, Martin Sampson. This was a complete waste of time as he hasn't had the decency to respond and I still don't know when the scooter will be repaired. The company does not seem to understand how reliant disabled people are on their scooters for keeping mobile and simply don't see the need to fulfil their responsibilities under the warranty once they have sold you these expensive scooters. My advice would be to look elsewhere.
Review by Bndett4 months ago
Ordered spares top service thanks
Review by Clairie6 months ago
As a professional working in the community for a vulnerable group I have had excellent customer service and communication. There was an issue with a scooter and we received excellent understanding and had an excellent outcome.
Would highly recommend to other clients.
Many thanks to Monarch Mobility from me and client.
Review by Bixa6 months ago
It is a little machine that packs a lot of punch and goes almost anywhere, it loves doing wheelies and the rider feels safe and secure, and it fits in the car (Vauxhall Meriva)! And both the kids 14 and 17 share the back seat with the drive assembly.
A well made and good looking machine that does not make one feel like one is on a granny mobile, even if you are a granny, and where ever we go people always stop us and say how good it looks and that it is good to see someone disabled not being held back with their disabilities.
Review by Amazingly6 months ago
Genie solax is NOT what as advertised ,
When roads are wet this scooter skids like on a lot of other serffice eg. grass, loose shingle , kerbs , it has a tendency to rear up which can be very frightening, so so disappointed in the price I paid,
advert is completely misleading , back of chair falls down no clip to keep it in place .
Takes two people to lift into car , very heavy scooter not suitable for one person to manage on their own.
Review by Halkon7 months ago
I brought an ex demo 2nd hand Genie from Monarch Mobility, I told rep Tom, not sure about it, he said i have "7 days to think about it, if you don't want it i'll pick it up". Fine i said. i rang after three days saying i didn't want it. It is law to have a consideration time and maximum 30 days to return item regardless of shop stating 7-14 days.
Andy said, you're messing me about (possibly because i had one previous time viewed a scooter a year or two! before but price was too high.. Being so long ago i didn't remember much about it. So long ago for Andy's response to sound as though MM have recently and continuously over years, months or weeks, brought scooters for me to view. Not two over a two year period!! No sale again is not acceptable it seems. With good reason on inspection. Prices have since come down with new colours coming out and sell for a few hundred pounds less on tv shopping channels via MM). Andy said i'll ring you with a return date, it will be about a month (a long time not to able to arrange a date, also outside of the legal return limit?). I said fine but send me an email with a date when that will be, i have appointments to work around too. He refused.
i sent a couple of emails. No response. Some came back 'undelivered'.
It Became obvious Monarch Mobility were not going to collect it as promised, and was delivered without a box.. i asked them to send me a box to return it in, i live 200 miles away.
MM have these boxes they send out when a scooter goes in for service. They didn't send one or answer me. I told them i cant find one online to fit. No answer from them by any method after my second phone call within the first week.
I eventually obtained an old fridge freezer box which took a lot of effort and returned it within the month.
MM refunded the scooter cost but not the cost of the return fee £145. I am now considering small claims for the refund of the return fee because of their false pre and post sale promise to collect, ignoring my contact emails, refusing to assist its return in any way. Not supplying packaging or a return collection date. Stress of having to source, collect, package and return the item..
I find caution applies to most mobility services, they take liberties knowing people have no option, they need these mobility devices to live daily. Maybe consider second hand from ebay, preloved,fbmarketplace, or similar sites. I found an almost new Luggie for under £1,000!!! Couldn't be happier. I did view a couple before finding this one, definitely worth considering. Likely to be in better condition too. The cost of mobility items new like cars, are overpriced. There are many only a year or two old, had little use, or indoor use only online, for half the price of new, You lose nothing by looking.
Tip. Ask seller for purchase receipt. Serial number underneath, can be checked for its year of issue to see how old it is, contained within the number.
Always look underneath to see if the motor or wheel axels have been damaged, showing it hasn't been looked after. Slightly is ok. Feel seat, back too, padding all over for thickness and edges for metal exposed under seat cover for lack of padding. Seat cover will fray rubbing on metal with use. Check visible wiring ok not frayed, Tiller and other clasps are taut not floppy/broken, Make sure armrest support fittings are not loose. Maybe screw threads are gone. Armrest themselves stay in desired place and don't slope. ignition and all known working parts operating as they should. You need to know what they are for the scooter you want. Download manual or watch youtube videos online.
The above Tips are what was wrong with the Genie and why i didn't buy it.
Check batteries and chargers work and inspect for damage, they are expensive to buy £3-500.
The First battery MM chose to give me with the Genie was no good, Tom changed it for a second, same thing. Third time he said he'd given me a new one from the lorry. It should have been new from the start.
You have a safety money back policy on ebay if you buy something and it doesn't function as it should,' even those that say 'no returns', will be refunded if faulty in any way.
I find this as safe a method as dealing with dealers but without paying extortionate prices, hassle, probably in better condition and avoiding experiences like mine.
Seems sweeter at over less than half the price.
Doesn't seem to make a 'little' scratch here and there matter so much.
Review by Leupam1 year ago
I telephoned Monarch Mobility to arrange for my 91 year old Mother to have a demonstration of the Monarch Smarti Self Folding Scooter.They are not exactly cheap at £2.300 so my brother took the afternoon off work to look at it with me for my mum. The appointment was for 1 o'clock. I phoned up at 1.15 and was told that they would be there between 1 - 1.30 - nothing. I phoned again at 1.30 and was told they would look into it and call me back -nothing - I phoned again at 1.45 and was told that someone was looking into it and they would phone me back. At 2 o'clock someone rang and said the appointment hadn't even been booked in so the first person just lied to me. If they treat you like this before you spend all this money, I dread to think what their after sales customer service would be like.
Very disappointing and a complete waste off time. I have gone elsewhere.
Review by Metron Estepp1 year ago
This company sold us a Solex Smarty scooter at a cost of over £2000, it has never worked properly since we bought it in February 2018.
Trying to get it serviced is a nightmare promised calls that never arrive. This scooter is dangerous as it shuts up while being driven among other problems. I am considering legal action against this company
As the scooter is not fit for purpose.
Review by Lucek Andolsen2 years ago
Generally we have been pleased with our new Smarti. However, prospective purchasers should be made aware that there is a design fault whereby the scooter does NOT stop immediately when the controls are released.It continues to move forward for a couple of wheel resolutions so this is a safety hazard especially when it is being used in crowded or cramped areas.
Also, please note that on contacting Monarch for an explanation of this problem, your request will be ignored!
Review by Xxccccc2 years ago
I bought my husband a Smarti at the end of January 2017. Less than two months later a bolt had come out from where the seat joins the frame, hence the scooter is unusable. I contacted Monarch for a repair. Initially it was suggested that if they put a bolt in the post I could fit it myself! Needless to say having spent over £2000 on the scooter and having no mechanical skills at all I told them I would like them to repair it. Well the first day they gave for them to come and repair it was Tuesday, then Wednesday, then Thursday and now it is supposed to be tomorrow, Friday! We will see!!
Review by GDev Moxedano2 years ago
Purchased a Solax Genie in October 2015 30th to be exact , costing£1995:00 for my partner, with the winter setting in ,didn't get to use it too much , but made sure the battery was always full of charge . Come the summer, used it a couple of times . My partner is currently in hospital , has been for almost a month and he has been unable to wear his prosthetic leg , he has being relying on the scooter to getting him mobile , , so baring in mind the amount of times its been used it's relatively still brand new , all of a sudden , it's starting with a *knocking * noise . I contacted Monach and spoke to a employer Jessica, she explained that the 1yr warranty had expired and it would be a£75:00 callout charge , very unhelpful ,it feels like we've been sold up the river without a paddle £1995:00 down the swanny. So unless you've got money to throw away , carry on and purchase from Monach , but seriously, please I m imploring you to look and search all avenues before buying from Overpriced ,Unhelpful Monach
Review by Mountainlion VandenBoom2 years ago
I purchased a folding Smarti scooter from Monarch thinking it would be a good purchase. Initially had an issue with the ignition being loose and the battery not holding a charge. The ignition switch is loose once again. This issue came about within the first week of ownership even though I had not had the opportunity to try out the scooter. I gave them the opportunity to repair instead of a replacement or refund.
A technician came quite promptly and came me another battery although he had to try 3 batteries first. I should have twigged at that point that the batteries were suspect. He also told me that there was no issue with leaving the scooter on charge 24/7.
At end of Feb I needed to use the scooter and unplugged it and had it loaded into the vehicle. On arrival at our destination we found the battery to be flat even though the previous night it was showing as fully charged.
Today I went to use the scooter which had not been on charge for about a week and found that the battery was totally flat. Thinking that perhaps I had inserted the old faulty battery, I replaced it with the new battery which had been charging for about a week in the new off board charging unit only to find that it was only half charged!
My previous scooter costing about £400 had the lithium type battery and I could leave it all winter and it would still be charged. The new scooter the batteries do not seem to last very long at all. I would have expected them to last at least a fortnight before requiring a charge.
I have requested a full refund as feel the product is not fit for purpose! As Monarch read this forum I am hoping for a quick resolution.
Review by Infusion Costica2 years ago
I purchased a Monach Vouge Mnobility Scooter through a dealer in September 2015.
From the off, the armreasts need tighented up every journey I make. Withing 10 monthe the bit where you put your foot broke away from the body.
Now aftert 16 months the batteries failed, costing £520 to replace.
Yes, I charged them dailyu. did not do long runs on them.
On phoning Monarch, they weren't interested - only offerijng repairs or to see me a new mobility scooter.
Although the product looks flash and actually goes well, it is poorly finnished off and I wonder about the quality of batteries in them when sold.
Review by Jevgeny Tuncheva2 years ago
Very friendly, helpful staff; amazing customer service and aftercare. Literally saved the day. Absolutely no hesitation in recommending Monarch.
Review by PHumphr Introcaso2 years ago
Scooteŕ can NOT close waiting for a phone caĺl when an engineer coming out this IS the second time waited 3 days last time just for a phone caĺl unable to go out
Review by Tsc3 years ago
I bought my New Vogue mobility scooter from Monarch Mobility. Their service was excellent, I saw the advert on TV, responded and told i them what I was wanting to use a scooter for. They came to my home and let me try some different models before I had to pay anything. I chose the Vogue, it is really comfy and I can now go and see the family, the park and go shopping for myself again. It has been a real Godsend to me. Monarch had been recommended by 2 friends so they were the obvious choice for me.
Review by Valantis3 years ago
My Partner bought a Mobie last year and it is great. We travel abroad a lot and the Mobie is accepted by most airlines straight to the aircraft door and then waiting for you at the other end. We recently used it on a cruise ship and my partner was able to use it whilst aboard. We had a small problem with it when it was about six months old and Monarch sent a Technician to our home to put it right very quickly.
Review by Sheredan Verron3 years ago
I wish i had compared more companies as Monarch customer service has not been the best.
The sales man that visited me was very charming and i agreed to buy there and then... I received my scooter 2 weeks later but had problems from the start.... loose wires.... dud battery and faulty armrests. eventually things were corrected and i used my new product. (April to November)
Over the winter i did not manage to go out on my scooter and when i came to use in April this year i tried to charge the battery but it did not charge.... Monarch informed me that the problem was down to me as i should have charged it regularly (twice a week) regardless of whether i was using the scooter or not and told me i have to buy a new battery (retail price approx £300)
At no point did the sales man tell me i needed to do this even though i clearly explained i would not be using the scooter all of the time but they were adamant he would have and that it was in the instructions.
I had to phone many many times over a number of weeks before a 'Manager' called me back and feel that the whole problem could def have been dealt with better.
Eventually after a heated conversation the manager in question agreed to sell me a new battery at half their normal price (£300) even though he still insisted it was my fault the battery i had was now faulty as i should have known to charge it!
I feel i have no choice but to purchase through them as i can not find the batteries for sale anywhere else and i am unable to use a scooter that cost almost £1700 and is only days over 12 months old!
Review by Bafford3 years ago
Last year one of your reps visited me to demonstrate the Mobie scooter. I am writing to say thank you, thanks to the Mobie I have been able to achieve a dream, I was able to travel to America, and fly over the Grand Canyon in a Helicopter. It was wonderful and I recommend the Mobie everywhere I am. Mobie really has given me my legs back!
Review by Vyacheslav3 years ago
I've recently bought two mobies from monarch. One funded through work and one funded personally for home use. Ian from Monarch was really helpful during the buying process and aftercare and no pressure sales tactics. Highly recommended thanks monarch
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Boothtown Road, Halifax,