Family Claiming I Broke Their Stroller & Need To Replace It

Location: California

Hello! I was at a theme park yesterday and was in my wheelchair. The theme park has transportation from their parking structure to their entrance and I was wheeled by my husband into the handicap-accessible tram car (it had a ramp that lowered so I could be wheeled on, then the ramp lifts back up when they drive away). There was a family with a double stroller already in that tram car when they told my husband to push me in. After he pushed me in, we were told my wheelchair needed to face the front and in maneuvering me to face that way (it was a tight fit) the foot pedal of my wheelchair hit against their stroller.

We were driven to the parking structure and after a few minutes of waiting in that area (a friend was using the restroom before we left) we were approached by the theme park security. They said the family claimed we had broken their stroller. They spoke with us and them (separately) and after a few minutes decided the theme park had nothing to do with the situation and left us to sort it ourselves.

We did see the wheel cap of their stroller had partially popped off and my husband asked if he could take a look (they agreed). They said they’d popped it back earlier but it wobbled and fell off again. My husband saw no broken pieces, popped it back on, and we weren’t able to replicate the problem in that moment - it seemed fine when he pushed it around but they said it still felt off.

I worked with one parent and we both were on the stroller website trying to see if they sell replacement parts but it was outside of customer service hours. It had been a special late night event at the park so at this point it was 2am and their two kids were getting fussy, we were exhausted, and we exchanged contact information - I told them if we broke it I did want to make it right and I apologized.

My husband and I didn’t take any photos or videos unfortunately (kicking myself for that, but again it was 2am). Today they say they contacted the company and they don’t have a replacement part for the back wheel so the couple wants us to replace the entire ~$250 stroller.

Is this something we are liable for? I asked them to send me a receipt (she sent a screenshot although name blacked out) as well as a video of the problem. I said I’d like to reach out to support as well. She said they can’t get a video because the problem appears when there’s weight and they don’t feel safe putting their kids in there - I told her I definitely don’t want her to do something she feels is unsafe for her kids but perhaps she could use heavy books. I was upfront and said we did not actually physically see the problem occur yesterday and don’t feel comfortable paying $250 based on word alone.

Please let me know if you have any questions - I’m still exhausted (the theme park day was already pretty rough on me physically) so my thoughts are pretty jumbled. I told her if we truly made the stroller unusable we want to make it right but again haven’t seen any proof of damage for ourselves other than the small wheel cap was partially popped off (and was able to pop back on). I’m having trouble believing the wheelchair could damage the stroller so much by bumping into it. The stroller was brand new, it was their first time using it, and they didn’t purchase a warranty.

Again, if we did actually break it I’d like to make it right but I also can’t afford to replace strollers based on word alone. I want to believe them but am trying to do my own due diligence - the people pleaser in me wants to just replace it ASAP and be done but I feel there should be some proof given so I’m not just taken advantage of either. I like to believe the best in people but have also been taken advantage of in the past because I am a people-pleaser.

Thank you in advance for any advice.