Monarch Mobility Reviews 150

I bought the eazi fold pro wheelchair on the first of June this year and had problems from the start. The first time I went to use the chair the right tyre was flat so had to call the company. The technician came to the house and was supposed to have fixed the problem but by now I had lost confidence in the chair. I finally plucked up the courage to try it again on the 30th June to go to a medical appointment and guess what the right tyre was soft but I went on my journey. To say it was dangerous is an understatement. I was continuously being pulled right into fences, into the road, onto verges and was in danger of being run over. I had to continue to use it as I cannot walk. When I contacted the company they were very unhelpful and decided it was a puncture. They were supposed to ring me back with a decision of what they were going to do but there was no contact. I tried to ring and talk to someone who would tell me a decision but low and behold there is no one available as they are off and not back until Tuesday. The female in customer services was most unhelpful and abrupt and I feel totally let down by this company. I am now £2000 down and no usable mode of transport. Please think very carefully before you use this company as if you are disabled like me you may find you are stuck at home with no way of getting out.
Update to my review answer from the company. I haven’t failed to mention anything in my review. Firstly I have not had a puncture in the right tyre at any time since I purchased the chair. When the engineer called to repair the chair the first time he told us there was no puncture and the tyre had been wrongly fitted but he changed the inner tube anyway. It has been in the shed since then until I went to use it again and low and behold the tyre was flat again. How can it get a puncture when it hasn’t been used?
Next update. The technician came out to repair my wheelchair tyre yet again and told me for the second time that it’s NOT A PUNCTURE but something wrong with the valve or inner tube. He put a new tube/valve in the tyre and made sure both tyres were pumped up to the same pressure. He did admit that he doesn’t understand what is wrong as he doesn’t have experience with this chair because it’s a new model. Well guess what’s happened again the right tyre is going flat again! I have not used it at all and it is still in the same place that he put it. I now have no confidence in this wheelchair and dare not use it in case It breaks down while I am out. I desperately need a wheelchair that works as I have a severe disability which restricts my ability to walk. This chair is definitely not fit for purpose. I have never had A PUNCTURE in this chair!
Update about this white elephant of a wheelchair. In the end I had to pay another independent wheelchair engineer to come and fix my tyre problem. He also said it did not have a PUNCTURE and he struggled to find the reason for the tyre going down. It starts going flat as soon as the monarch engineer leaves and is unable to be used again. So far the measures taken by the independent engineer seem to have fixed the problem for now and of course I had to pay for this repair bearing in mind I paid £2000 for this chair on the 1st of June this year. I finally decided to pluck up the courage to use it today for a hospital appointment using hospital transport. There I was sat in the ambulance on my wheelchair when lo and behold I couldn’t use the chair as it doesn’t have any anchor points so I had to get off the ambulance. I am so frustrated as I told the Monarch agent that I wanted the chair for going to hospital appointments. I feel totally let down by Monarch and I am now stuck with a useless wheelchair and a big hole in my little amount of savings. All I can say is buyer beware if you use this company.

Never buy from this company!
Total rip off prices, charge for scooters as they feel

Avoid!!

I bought the wheelchair had problems and an engineer was sent without my consent and was told that I owe the company £75 not happy with their communication skills . Was so shocked as I wasn’t even at home had an appointment and on my way home got the call

Stopped dead in middle of road. Fell off. Reported to Monarch and asked why the instructions to not tell the customer that this can happen when the battery is flat. I was simply told "I should use my common sense".

I purchased a smarti in 2018. I had nothing but problems with the scooter and after being without a scooter for nearly a month, i was given a new one. Nothing has gone wrong with the new one until I contacted monarch for a general maintenance check. Nothing was wrong with it but I thought it could do with a service, arrangement was made and an engineer came around and serviced it. The first time I went out on the scooter after the service, it was making a terrible noise and pulling back when I tried to ride it, Called monarch mobility and advised that the scooter had nothing wrong with it until the engineer serviced it. They said someone will call be back to discuss it. I received a call from someone telling me they were coming to My home. I was expecting someone to call me back to discuss matters not attend my home. The man came around saying a part needed to be changed. I told him there was nothing wrong with the scooter until the man serviced it, this was totally dismissed. They then came back saying it is gonna cost over 200.00 to fix. I argued the fact that there was nothing wrong with the scooter until they serviced it again this was dismissed. I told them I do not have the money to fix it. He then said they will be charging me a call out fee of 75.00. I did not call them out, I called customer service who said someone will call me back to discuss. Then this man called to say he was coming over.. DO NOT TRUST THEM. I BELIEVE THEY TAMPERED WITH MY SCOOTER SO THEY CAN REPAIR IT AND MAKE MONEY. They also said I can not get it repaired anywhere else. This is also another scam to get you not to go elsewhere. They are robbing us vulnerable People knowing that we need the scooters and making Easy money from us.

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.

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.

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.

Ordered spares top service thanks

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.

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.

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.

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.

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!

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!!

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.

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

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.

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

Very friendly, helpful staff; amazing customer service and aftercare. Literally saved the day. Absolutely no hesitation in recommending Monarch.