ComplaintsforNumotion

• Initial Complaint

  02/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were approved and put an order for a new chair because the old one was causing pain and discomfort. It had been fitted in May 2021. We had contacted the company directly in May 2021 and then spoke to the regional manager in October at which time the regional manager stated he would place the order. The company had failed to complete paperwork properly, his doctor, social worker and we are confused as to what the hold up is. We are now getting close to being a year and this chair should have taken at most 4 months at most with possible delays. In his lifetime he has had 5 wheelchairs and never had it taken this long and for his health to suffer due to discomfort and pain, putting him at risk for additional health issues waiting. They have not responded to the requests from his social worker or medical providers to complete this chair and deliver promptly or we will be forced to further our complaint to ***************** services.

  

  Business response

  02/10/2022

  
  BBB
  290 *********************************************, Suite 102
  ***********,** 01752-4705
  February 10, 2022
  
  Case ID # ********
  
  Dear Better Business Bureau:
  
              We refer to the above and your recent correspondence. 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 Team

  Customer response

  02/11/2022

  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 # ********.
  

  This is more of a delay tactic. All of this HIPPA information is on file at the ************ location. I am the second party listed on this account and they have the paperwork allowing their representatives to talk with me about his DME as I am his caregiver In addition, this HIPPA release information is standard for us to complete regularly to allow me as a nurse and his caregiver to help him with this equipment. The only necessary actions to get to the bottom of this complaint is to call into their own company and speak to their staff/representatives in house or to speak with the regional manager in regard to this. He also has both of our names (*********************** is my husband and the party who has not received the wheelchair) We dont even need to be directly contacted. All we are asking is that this be prioritized and sent immediately. We have been very patient and he has suffered long enough. We cannot accept any more excuses, promises or delays. Look within your company, start holding them accountable for their lack of performance and insist that they have all tasks completed to send the chair immediately  I also would like to see evidence that this is indeed completed and shipped as once was promised but never resulted  

  
  Regards,

  Jeandrea

   

   

  

  Business response

  02/14/2022

  Good afternoon, Jeandrea.

  Thank you for you response. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the Health Insurance 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. Due to the BBB being a third party, please complete the provided HIPAA release if you would any information released to the BBB?

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩