A Richardson man battling Parkinson's Disease can't get around without his electric scooter.
When the brand new device broke down, while under warranty, he still couldn't get it fixed for months.
Sitting down talking to Tony Romero, you'd have a hard time knowing he was sick at all. But when he stands up, it's clear his legs aren't working properly.
Parkinson's Disease has slowed him down.
"I sit everyday looking at the yard, watching the grass grow as they say," Romero said.
But he was able to get more mobile when his wife bought him a Pride Mobility Scooter.
"We can go to casinos, to malls, we can go where we want to go," said Romero.
That's until one day at the mall when the scooter stopped scooting. It started beeping and then went dead. Romero's wife, Gwynn, had to push the dead scooter to the car with him on it.
The Romero's replaced the batteries, but that didn't do it. Pride sent out a tech who said he'd be back in touch, but the Romero’s say that didn't happen, either.
"I kept asking for manager after manager and 'we'll call you back', but no one called us back," said Romero.
The scooter was under warranty, but they couldn't get help.
Romero says his wife was on the phone with the company every day.
"Not a day would pass that she wasn't talking to them trying to get something done. She was more frustrated everyday."
The issue lasted months. The scooter broke down in December, and she finally called NBC 5 Responds for help this month.
We got to work and Pride Mobility immediately apologized saying:
"We continue looking into how the unacceptable service issues occurred, and appreciated the opportunity to help resolve the situation."
Soon after, a brand new scooter was delivered to their doorstep.
Now the Romeros are ready to get back on the road to the casino and the mall.