Unreliable 12-Hour Delay, Missing Equipment & Substandard Service
Title: Unreliable 12-Hour Delay, Missing Equipment & Substandard Service
I booked a mobility scooter with Mobility Assistance for my wife’s trip to Birmingham (12th–17th August).
Despite receiving written confirmation that the scooter would arrive at our hotel (Britannia Hotel, New Street), it was delayed by nearly 12 hours, arriving late at 11:45 AM on Thursday. Leaving a client without essential mobility equipment caused immense disruption to our travel plans.
When the driver finally arrived, the service fell far short of basic standards:
Incomplete Equipment: The scooter was supplied without the front basket, making it difficult to carry personal belongings or shopping.
Refused Hotel Delivery: The driver refused to bring the scooter to the hotel entrance, forcing us to walk 100 yards down a public street to retrieve it—completely unacceptable for mobility hire.
To make matters worse, communication was thoroughly unprofessional. My name was repeatedly misspelt, and staff made unreasonable demands for specific hotel employee names and shift rotas to coordinate the return, ignoring standard hotel security protocols.
The business failed to perform services with reasonable care and skill under the UK Consumer Rights Act 2015. I strongly advise anyone looking for reliable mobility hire in Birmingham to look elsewhere