ComplaintsforNumotion

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  2/1/24: Contacted Numotion about the problem with wheelchair. One of the motors quit making it impossible to use. They made appointment for assessment. 2/8/24: Wheelchair mechanic came to make an assessment. He said a form would be sent for doctor to sign off on repairs (not sure why doctor had to sign off) 2/12/24 - 12/21/24 Phone calls to doctor; the doc never received the form. Phone calls to Numotion; "sorry for your problem" they would always say, but no resolution. 2/21/24: Called Numotion again about form to doctor. "Sorry for your problem", they said they would make sure it was sent. 2/26/24: Went in to see the doctor. They received the form that morning. It was sent back completed by the doctor while we were in the office. 3/4/24: Called Numotion to find out when we could expect repairs. They said "the parts are in, we are now only waiting on insurance approval"! 3/5/24: Called insurance. They said approval is not required for these repairs. They were going to try to handle it with Numotion 3/7/24: Called insurance again to find out what they found out. They placed a 3 way call to Numotion with me. The "call center" said the person we needed to talk to was not there, they would send an email to them. The insurance company told them that was unacceptable and to send an email to that person's boss to give me a call today. I did receive call today. This person said they would rush the order (that the other person told us was already there). She also informed me at this time that there would be a co-pay and had the nerve to ask if I wanted to take care of that today. Hmm, no, I will pay at time of service. Meanwhile, I have been without my chair for almost 2 months. This has greatly affected my accessibility at home and at work. We have called and called this company with no resolution yet. We purchased this chair from Numotion a few years back and paid LOTS of money for it with the promise they would handle this sort of thing in a timely manner.

  Customer response

  03/25/2024

  This is to follow up on my complaint with NuMotion about my wheelchair repairs. The promised "rush" order of parts did not happen as it took over a week for the parts to arrive to them. They did not call to let me know these were in; after a week of not hearing back from them I called again. They then scheduled an appointment for their technician to make the repairs, WHICH WAS TWO WEEKS OUT! We are scheduled for this Thursday, March 28. So we are still waiting....
  
  ****** *****
  STILL WITHOUT MY MOBILITY
  8 WEEKS AND COUNTING

• Initial Complaint

  01/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I want to complaint about nonsense charges by numotion claiming that they re-ran my insurance and charged for uncovered parts on a new wheelchair I got on february 2022. Attached you will find my bank statements with the money already paid, the transaction was made through the phone on february 2nd 2022 and they should have a record of that call when the woman I spoke to told me there was no more balance due than the established on the bill ($780) they started sending me bills that are not clear if the amount due is $250 or $900 and so or both on top of what was already paid. When I called them to clarify they tell me the amount due is $967 for more parts uncovered due to the beginning of a new year (wheelchair request started on fall year 2021). I also spoke to one person in charge of submitting equipment request, her name is maria cerda, she assured me that the $967 balance was incorrect and the only money left to pay was the $258 due to my deductible that had been met. I want to make it clear that I am willing to pay the $258 balance but no more than that. One thing I noticed is that they do not keep track of payments on their website even is made online which I have in the past, the way they layout invoices on their websites is confusing so there is no way to prove all the money paid other than my bank statements. What I want from them is to forget about that nonsense balance that all of a sudden they want to charge and clarify things better on their website, thanks in advance.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Within 4 months of receiving a new power wheelchair the unit that allows you to raise/lower wheelchair seat failed. Numotion said replacement part would be ordered. That was October of 2021. July 2022 numotion states part has been discontinued and would not be replaced. I have left messages with Kyle ***** Service manager 888-298-7392 **** ***** with no return calls. We also orders additional accessories that have been delivered to numotion but have not been delivered to us. My wife needs the chair working as she has ALS. She no longer has any functionality in her arms, legs, or upper body.

  Business response

  08/29/2022

  
  Better Business Bureau
  Serving Southeast Tennessee and Northwest Georgia
  P.O. Box 4532
  Chattanooga, TN 37405
  
  August 29, 2022
  
  Re: **** ******* **** ********* was filed on 07/29/2022
  
  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 [email protected]. Or call (800) 500-9150.
  
  
  
  Yours sincerely,
  
  
  
  
  
  Sonia Q******
  Customer Experience Team
  
  

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