Merits Australia

Merrits Scooters suck – Merrits are a joke. Terrible service and clowns when it comes to repairing.

Excellent customer service – After testing the Merits P312 dualler powerchair and being impressed with the quality of build and its features and functionality, I had a few queries. So I contacted Merits via their online contact form and was very surprised to receive a phone call from them the following day (a Monday my contact was on weekend) Not only did the gentleman on the phone address all my queries, he was able to nline contact form and was very surprised to receive a phone call from them the following day (a Monday my contact was on weekend) Not only did the gentleman on the phone address all my queries, he was able to resolve them. A very caring and professional person an excellent ambassador for the company and yes I am now purchasing a Merits powerchair. I highly recommend Merits for their great range of products, good dealer network and the honesty and integrity of the staff. Definitely 5 stars plus.

Cars are NOT the only lemons – Approx March 2019. I had purchased a Merits brand wheelchair (after a leg amputation) from Scooters Aust in Dandenong after having trialled it up and down my driveway for 5 mins. Chair served me well for the first 5 or so months, though it had a few minor problems which i put up with, and then the trouble started. Firstly, around Sept 2019, the batteries failed. I had to get someone to push me home. Scooters aus took away the chair (no replacement for the duration so had to hire a chair) and replaced batteries.

Couple of months later a fuse blew (yes this chair has 2 fuses deep in the bowels of the chair requiring total disassembly of the chair to access, clearly something i or anyone in a wheelchair cannot accomplish), so again required someone to come out and repair the chair.

Briefly, the chair kept blowing fuses, another 4 times in the next 7 or so months. Scooters aus kept taking the chair away (hire chair at my cost again) and after a lot of diagnosis, claim that there was nothing wrong with the chair (huh?) and maybe im over using by going 1.5klms to the shops. or its not intended for use across grass when visiting my mum in the cemetary, or you live up a slight incline, they threw every excuse possible to a point where they were just grasping at straws. None of these points were brought up at time of purchase.

I requested a refund (as consumer affairs and then VCAT suggested i was entitled to) but they refused. The return to me of the chair a couple of days ago came with a bill for $230 for pickup and a service fee (because i did not want to pay the hundreds they wanted to fix problems).

I am now considering my options and will not use this chair again as i find it dangerous and unreliable ( as my funds in the NDIS are depleted even more with hire chairs) It had in the past broke down in the middle of a street whilst crossing and also i had just rolled over the local rail line when it broke down again.

I find it amazing that with a product, a wheelchair no less, that needs to be of the utmost reliability, can be just continually fobbed of by Scooters Australia and Merits Australia

Shame on both companies.