ComplaintsforNumotion
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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
04/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On Tuesday, April 2, 2024, NuMotion Power Wheelchairs was to deliver my paraplegic husband's wheelchair to our door. When they didn't come as scheduled, I called and they said they could not deliver the chair without having my husband get in the chair for a fitting. (They fitted him for this custom chair over 2 months ago, another fitting was not necessary). They claimed that Medicare said they had to put him in the chair before leaving it. That was not true, as I was on the phone for an hour with Medicare and they stated that that statement was false. The nondelivery without putting my husband in the chair was an inside company policy that is NOT set in stone according to the ADA ( contacted them as well) They are violating my husband's rights to have his chair that he needs and can't just jump up and get into the chair. There is NO need for them to refit him unless they didn't make it right in the first place, which is on them and should not be a requirement for a paraplegic to jump up( which cannot happen). Medicare is fine with the delivery being made to the door. According to ADA, this company doesn't have to enforce an inhouse policy.Business response
04/10/2024
BB Midwest Plains
11811 P Street
Omaha, NE 68137
************
www.bbb.org
Offices: Kansas City, Lincoln, Omaha, Sioux Falls
April 10, 2024
Re: ****** ****** **** ********* was filed on 04/08/2024
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ******** ***** At Numotion, we take the privacy of our customer’s personal and health information very seriously. To comply the Health Insurance Portability and Accountability Act (“HIPAA”) and other state laws that protect customer information, Numotion does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotion’s Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide Numotion 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 **** ****** **** **** ** Albuquerque, New Mexico *****. You can also email us at ********************************. Or call ***** *********
Yours sincerely,
***** *******
Customer Experience TeamCustomer response
04/10/2024
Complaint: ********
I am rejecting this response because:They do not need to disclose my husbands medical information. The issue is that the company needs to just deliver the wheelchair without Conditions attached required by THEIR company ONLY. He is entitled to the wheelchair. Disclosing medical information is not needed. I have disclosed that he is a paraplegic and could not at this time get in the chair, as that would have to come with therapy and work. We cannot do that without having the chair. They do not have qualified people to get him in and out of the chair anyway. I DO NOT accept their response
Sincerely,
****** *****Initial Complaint
04/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I received my Pride Go Chair 6-13-2022. I called the latter part of June 2022 because the battery wasn't holding a charge. They replaced it around July 10-2022 I reported the battery again around 9-15-2022. They replaced it 10-4-2022. The wheels were replaced again11-18-2022. Again the wheels and the controller were replaced 4-6-2023. The chair is lemon and should be replaced by a reliable brand.Business response
04/26/2023
We refer to the above and your recent correspondence about ****** *****. At Numotion, we take the privacy of our customer’s personal and health information very seriously. To comply the Health Insurance Portability and Accountability Act (“HIPAA”) and other state laws that protect customer information, Numotion does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotion’s Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide Numotion 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 ***** *********Initial Complaint
11/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Over the past several months I've had nothing but contentious dealings with nu motion. They have stated they have made repairs that have not made on more than one occasion . The latest being around October 31, 2022 They took my wheelchair for a week to replace the tires, tilt switch, seat lateral supports and arm rest on the left side. The tires are changed along with the batteries . There was no replacement of the seat. or the lateral supports. The paper work I have says that all listed repairs were made. I was charged a little over $4,000 for all repairs.Business response
11/26/2022
BBB
1000 W 46th St Kansas
Kansas City, MO 64112
November 26th, 2022
Re: ***** ******** **** ** * ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ***** ********. At Numotion, we take the privacy of our customer’s personal and health information very seriously. To comply the Health Insurance Portability and Accountability Act (“HIPAA”) and other state laws that protect customer information, Numotion does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotion’s Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide Numotion 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 5741 Midway Park Blvd NE Albuquerque, New Mexico 87109. You can also email us at ********************************* Or call ***** *********
Yours sincerely,
***** *******
Customer Experience Team
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.