ComplaintsforNational Seating & Mobility, Inc.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a wheelchair delivered after many months of unusual waiting (Late July ordering date to Dec 2023 delivery number 1). The wheelchair was immediately noted to have issues and I emailed the company my complaints. They said "it was fixed" and redelivered it while they ignored my complaint that it was a "bad weld". I showed their worker and I refused to take it the day they brought it to my house. It clearly made me run into the walls. They agreed it was a bad weld. I am still waiting for the repair. Setting my emotions aside, I reflect now to you that my insurance paid and I paid my copay prior to the first delivery, I would expect more attention and communication being that we are all paid up and a solid client of theirs for 10 years. The last communication was from ***************** on April 9th. My insurance advocate talked to the secretary today, *********, and she gave a confusing and useless update. She said the "authorization went through" and "the part was being delivered". This made no sense because *** said he mailed my chair back to be re-welded. "Thanks for checking. The chair was shipped back on Wednesday." *** wrote, "Myself or **** will follow up with them early next week to make sure they received it and ask how long for the replacement." Nobody has followed up with me since April 9th and ********* did not have a timeline for delivery. So, they are not doing their job even according to how they said they would do their job. Please help me force them to do their jobs. My options for wheelchair ordering are severely limited out here, if not monopolized by NSM for this type of issue and running it through insurance. I opted to go through the only insurance option who is half way knowledgable. Thank you for your help, 30 year wheelchair user and teacher in CCSD, ***********************. See screenshots of my most lates and important email communications.

  Business response

  06/06/2024

  We received member's warranty frame on May 22, 2024, and we then delivered the new manual wheelchair frame on May 24, 2024. Member is in possession of her new equipment. 

  Customer response

  06/09/2024

   
  Complaint: 21707740
  
  I am rejecting this response because: There was an email stating that National Seating and Mobility had a new set of hand rims that were for my chair, and were available This was false. I am waiting for the new hand rims that will fit the wheelchair. I heard they are ordered but the timeline should be reasonable. It was supposed to be settled Friday May 5th, hopefully this will be settled this week. 
  
  Sincerely,
  
  ***********************

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