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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am contacting you I regards to my son's power chair. We are always put off or put on hold or told to call back. Any and all repairs take an act of congress and extremely long wait times . His chair had headlights and tail lights to which 1 head light burned out back in 2020. The techs decided he needed a more low profile LED headlight and taillight system. Well 4 yrs later he still has no lights at all!! On top of that NuMotion says they don't see any paperwork or notes from the last 4 years on this issue. Called again yesterday to try again on the lights repair and also his right arm rest that his joystick controller is located on is broken. They said it would be 4 to 6 weeks still for the emergency arm rest repair!!! Then another tech calls and informed me that we shouldn't have gotten the newer lights for what reason I don't know. He said he will order the old original light system and have that installed. Well 4 yrs later of dropping the ball left and right taking away from my sons safety and quality of life, they should want to repair it with top of the line everything! We take excellent care of his chair and my son is doubly insured but we continue to get extremely poor responses and customer care. I have asked for the district manager or anyone in charge contact info . I get told they don't have access to that info. The customer care center is in another country and that doesn't help much either. I have done a review on the NuMotion app and have not gotten a response as of yet. But something needs done, this chair was crazy expensive all so it can break down for months and not work like it should. . Fed up and frustrated beyond belief at this point . Chair was purchased 8/2020, we are due for a new one 8/2025. We cannot go another year like this. Also got a letter that my sons medical records and info was hacked . This is not good either
Business response
07/15/2024
We deeply apologize that did not have a good experience with us here at NUMOTION. We will strive to make the needed improvements to make your further experience a great one.Customer response
07/15/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My son took delivery of thie Quantum custom motorized wheelchair late August...the battery was faulty in less than 6 months after very limited use. It took them 4 months to build and deliver the xhair.They charged insurance $90000 for thsi wheelchair.The technician who evaluated it said it is the battery it is under warranty. I have been trying to get the repair initiated for almost 2 mo ths now. They want to update insurance (even tho they have it) before they will order the warranty part and complete the warranty repair. Initially the cust service tech told me they don't have service rechs come out..that I would have to find a way to get the 800# wheelchair to a store location...mind you when she knew it DOESNT MOVE because the battery is bad. I am beyond frustratedBusiness response
06/26/2024
BBB
5 Mt. *********. Suite 100
***********, MA 01752-1927
June 26, 2024
Re: *********************, Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about *********************. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call *************.
Yours sincerely,
Rhanier Papellero
Customer Experience TeamInitial Complaint
06/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order for a wheelchair back on November 11th of 2023. When they finally placed the order, the entire geometry of the wheelchair was wrong. The colors of the wheelchair were wrong. The back was wrong. The wheels were wrong. Basically everything about the chair was wrong. On top of that they got my patient information confused with another patient. I got texts, emails and phone calls regarding another patient's wheelchair and standing frame. They messed up my address. They had nothing correct. Now they're not doing anything to deliver the product that I paid well over $600 for. That's not to mention the money they got from the insurance company for the chair.Business response
06/24/2024
BBB
serving *********************, *****, ************ and *******
***********************************************************************************************************************************************-4705
June 24th 2024
Re: ***************************, Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ***************************. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call **************.
Yours sincerely,
*************************
Customer Experience TeamInitial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
It's been two weeks and I haven't received my charger. Numotion said 3-5 days but nothing this company is very irresponsible , I've called many 5 x no return call.Thank youBusiness response
06/11/2024
Re: *********************************: case #******** was filed on 06/10/2024
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ********************************* At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call **************.
Yours sincerely,*************************
Customer Experience TeamInitial Complaint
04/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Wheelchair was ordered in April pf 2023. When delivered it did not have the required power assist wheels. It did not have the correct footrest or push rims. When the power assist wheels were delivered they were the wrong brand. It took an additional 3 months to get the requested power assist wheels. Those wheels have never been programmed properly. As of todays date I still have not received the correct push rims or foot plate. The company improperly submitted information to insurance causing another delay that will result in me having to pay $2000 for the correct parts or waiting approximately 6 months to start over with a different company. My health has suffered greatly because of not having the correct parts.Customer response
05/05/2024
I have not heard from the business in response to my complaint.Business response
05/06/2024
BBB
5 Mt. *********. Suite 100
*********************
May 6th,2024
Re: ************************* ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about *************************. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call **************.
Yours sincerely,
*************************
Customer Experience TeamCustomer response
05/08/2024
This is not a solution to the problem only a submission of the release of information to the BBB to get the needed info from the company.
FAQ
Regards,******
Initial Complaint
04/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
They have not given me a wheelchair and they want to give me a manual wheelchair which I can&#**;t use because I have tubes in my side. I paid them and still do not have a wheelchair. They haven&#**;t called me back or nothing. I missed doctor&#**;s appointments because of this and I have been in the bed for a whole month. I would like for them to come out and fix my electric wheelchair or give me a loaner wheelchair.Business response
04/17/2024
BBB
5 Mt. *********. Suite 100
***********, MA 01752-1927
April 17th,2024
Re: ********************* ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about *********************. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call **************.
Yours sincerely,
*************************
Customer Experience TeamInitial Complaint
02/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a special needs/disabled daughter in which she is wheelchair bound. She got a new wheelchair from Numotion in October 2023. The first day she was in the wheelchair, her teacher sent me an email stating that the wheelchair would not tilt back. When my daughter came home from school that day, I tried to tilt it back but it would not. The left side tilted but the right side didn't. I called Numotion to inform them of this. The told me to strip the wheelchair down and try to tilt each side individually. The left side tilted but the right side would not budge. I had to make an appointment to drive to their office because the appt day was much sooner than them sending a tech because they were backed up on appointments for a tech coming to the house. At their office, the guy looked at the wheelchair and said that the right side had a bad strut and they had to order the parts for the whole right side. They said hopefully the parts would be in by the end of December. I finally got a call the first week of January, I believe, and they said that the parts were in. I had to make an appointment to drive back to their office so they could install it. I put my daughter in the wheelchair the next day for school. Her teacher teacher called me right before noon and said that the wheelchair was stuck in the tilt position. I went to the school and broke the wheelchair down. It took me about ********************************************************************* the tilt position. When I tried to tilt the wheelchair immediately after bringing it back to a sitting position, the right side would not tilt back but the left side tilted. I called Numotion and they wanted me to bring the wheelchair back to their office. I should not have to run back & forth to their office. They should have a tech come to the house to work on the wheelchair but they claim the tech is backed up & the appt times are like 2 -3 weeks away. They got paid for the ************** think it's considered fraud.Business response
02/09/2024
BBB
5 *************. Suite 100
***********, ** **********
Phone: ************
February 9th, 2024
Re: ***************************,Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ***************************. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to ** at **********************************************************************************************. You can also email ** at *********************************************** Or call *************.
Yours sincerely,
*******************************
Customer Experience TeamInitial Complaint
01/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a chair from them and it went out due to incontinence issues I have do to my condition. They were made aware that the chair was no longer working and were very aware of my bathrooming issues I have. They asked that I clean up the chair and they would look at it and see what they had to do to fix the problem. They came out and looked at it and told me it couldn't be fixed. I asked them for a loaner,t they simply said I couldn't get one. I rely completely on a wheelchair. They told me I was unable to get a loaner so that potentially left me without a chair luckily friends and family were able to find me the one I am in now. I feel like it was neglect because I've still not heard from them on any ideas on how to fix the situation I've had to take things into my own hands with no help from them not even a phone call.Business response
01/03/2024
BBB
5 *************. Suite 100
***********, ** 01752-1927
January 3rd, 2024
Re: *********************** ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ***********************. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to ** at **********************************************************************************************. You can also email ** at *********************************************** Or call **************.
Yours sincerely,
*************************
Customer Experience TeamInitial Complaint
12/15/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered a repair to my wheelchair mid October 2023. They "diagnosed" the issue over the phone and ordered a part. After waiting until December 4, 2023, the tech replaced a part that did not fix the issue with my seat not elevating. The tech spoke with a Permobil representative while at my house to troubleshoot the issue. Both said the issue could be as minor as a pinched cable. The Numotion tech never manually elevated my chair to check the cables, but instead ordered an expensive new motor for the elevate function. No proper diagnosis was ever performed.In addition to all of this, no loaner wheelchair was ever offered to accommodate my physical needs until my repair is made. I am often sleeping in my wheelchair because I cannot put myself in bed without the elevate function. Much time and money could have been saved had a proper diagnosis been conducted when I originally reported the issue 2 months ago. Also, a loaner chair would accommodate the physical need until your company can order the new part and adequately perform the repair. I also want to be reimbursed the $650 I paid to replace the control box, which this replacement never fixed any issues and was not needed.Business response
12/15/2023
BBB
5 *************. Suite 100
***********, ** 01752-1927
December 15, 2023
Re: ***********************, Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ***********************. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to ** at **********************************************************************************************. You can also email ** at *********************************************** Or call *************.
Yours sincerely,
*****************
Customer Experience TeamInitial Complaint
11/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a paraplegic. I have a 105k Permobil Wheelchair sold to me through NuMotion Corporation. The chair is necessary for me to engage in activities of daily living (ADLs). In August of 2023 the chair got water damage and would no longer operate. It is under warranty and also 100% covered by my ******** so I called the company I bought it from - NuMotion in **************, **. They came out got an evaluation, got all repairs covered and paid for by ********. They have been paid for months and I still dont have my chair back and it is now going on ChristmasBusiness response
11/28/2023
BBB
5 *************. Suite 100
***********,** 01752-1927
November 28th, 2023
Re: *************************** ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ***************************. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to ** at **********************************************************************************************. You can also email ** at *********************************************** Or call *************.
Yours sincerely,
*************************
Customer Experience Team
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