I rented a wheelchair for my wife—who is recovering from an injury—so that she could be included in our family’s sightseeing plans during a vacation in Washington, DC. What should have been a straightforward process turned into a frustrating and disruptive ordeal that significantly impacted our trip. I reserved and prepaid for the wheelchair weeks in advance, including an additional delivery fee to have it brought to the home we were staying at. I provided the exact address during the booking process. Then, just days before the trip, I received a call informing me that they could not deliver to that address after all, and I would now need to pick it up myself from their warehouse. Though they refunded the delivery fee, I had to completely adjust our itinerary and eliminate several planned activities as a result. That alone was an inconvenience, but unfortunately, it didn’t stop there. After using the wheelchair for one day without issue, the seat portion accidentally fell out of our SUV and broke an arm when it hit the ground. I immediately contacted the company and was told they had no replacement units available. I completely understood that the damage was my responsibility and had even paid for the insurance, but the deductible of $250 on top of the $66 insurance fee feels excessive for a single broken armrest. They then asked me to return the damaged chair that same day, which meant sitting in traffic for over 90 minutes and canceling yet another day’s worth of vacation plans. When I arrived, I had to coordinate closely just to meet the only employee at the warehouse. I was so exhausted and frustrated by the entire process that I simply left the broken chair and declined a replacement. That meant that for the remaining days of our trip, my wife had to miss out entirely on our plans—something we had tried so hard to avoid in the first place. Now, despite having the chair back in their possession, they have repeatedly called and messaged me as if I still have it—even after charging my card for the deductible. On top of it all, they refuse to refund me for the days we did not have use of the wheelchair. Key takeaways: Very disorganized and difficult to communicate with Excessive fees despite insurance Inflexible and unhelpful customer service Poor communication and coordination with their own warehouse No consideration for the disruption caused to our plans and the real human impact of their failures What was meant to be a supportive accommodation for my wife turned into an ongoing source of stress. I cannot recommend this company, and I sincerely hope they address the internal issues that caused such a disappointing experience.