Business Profile

Wheelchairs

National Seating & Mobility, Inc.

Headquarters

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Complaints

This profile includes complaints for National Seating & Mobility, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

94 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with 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.

Initial Complaint
Date:03/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
this shower chair was supplied by **********************. as part of his need based health plan. they arranged every thing and had it delivered to ********* home from the store where it was assembled by them. however when ********* care giver tried to wheel him into the shower the chair fell apart flinging ******* on the hardwood floor on his head and twisting his ankle. When i called the supplier they tried to pass the blame, and said that the chair falling apart was not due to their negligence . instead they blamed us for it . it was a frighninng experience for ******* who is 67 yrs. old and a stroke victim. .******* was afraid to try using the chair since that awful experience . I asked the store to replace the chair with a new one and they refused !! The store manager was extreamly rude because nobody in there wanted to admit whos fault it was . that took place in jan. 2025 and since then ******* is afraid to have his beloved shower unless they gve him a non faulty chair and have the store bring it to our house and assemble it in front of all of us! When asked....the store manager told me that they NEVER DOUBLE CHECK THEIR CHAIRS FOR SAFETYBEFORE DELIVERING THEM TO CUSTOMERS....HOW STUPID IS THAT???? THEY NEVER EVEN SHOWED.ANY CONCERN FOR HAVING BEEN RESPONSIBLE FOR ********* INJURY.
Business Response
Date: 03/17/2025
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. *** will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Initial Complaint
Date:03/02/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Quantum chair from ***, ********, ** branch in October of 2024. The chair was delivered to me in incomplete condition. Minus the requested leather back and seat cushions. There was an attempt to give me Permobil parts which I refused. Since that time I have repeatedly requested a completion of the purchase and just now found out that the proper orders never went through. Now I'm being advised that it's being worked on. I have not been able to use the chair and have discovered there are issues with the control panel and the movement of the footplates. Given the delay and inconvenience and basic run around I only want to return the chair and be reimbursed.
Business Response
Date: 03/03/2025
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. *** will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Initial Complaint
Date:12/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Have motor chair since 5/2023. I have only had use of chair approx 5 or 6 mo.National Seating in *********** Pa has been servicing my chair. I have had 2 new batteries put in & now needs a rear motor. Also it stopped again won't operate. Took pictures of notifications. *****said he can't fix if he does not see it. Filled out survey from ***** Also sent letter to ******* ****** & returned with survey. Also filled out a complaint on line & no one responded. Please Help Me. I Need My Powerchair. It always takes s 4mo to get the fixed & then shortly I have the same problem & another 4mo to be fixed now again Ive been waiting about 3mo ****** is to come 12/16/24 to take to fix rear motor but how about the chair stopping &. Won't start???. How do I get them to fix this. Supposing I was out shopping & it stops what then do I do?? I do not know what to do anymore. I can't walk do to illness so I'm confined to my room area cause my legs are too weak to go any distance with wheelchair.. thank you purchased through ********/******** insurance
Business Response
Date: 12/11/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. *** will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Initial Complaint
Date:12/06/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am disabled. I ordered a specialized wheelchair firing May of 2024. I was endured several fittings and my receipt f the chair was subject to insurance approval.. I called the company periodically and was given a variety of excuses. During August they said that the doctor and to sign another firm and that he was on vacation until September. during October they *** that it was bing processed, during November they said the insurance denied the claim but that they were going to appeal. Now they say that I toad them not to appeal the denial. They will not speak with me.
Business Response
Date: 12/11/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. *** will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Customer Answer
Date: 12/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:11/18/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called and they said they were busy, but they a date and said he would be out in between 9 AM and 10 PM. At 11:30 I called the office and they said he was running behind. It was now 3:30 PM. I called the office, they said I shouldve never had an appointment, they were rude to me. They hung up on me. When I attempted to call back, they then informed me that they would no longer be doing business with me! They refused my calls, my ***/SON tried to intervene and calls when they heard who he was. They slammed the phone in his ear. He tried to call back, they slammed the phone in his ear again! I am now filing a formal complaint of discrimination against national seating and mobility. Ive done nothing to them to deserve this treatment, I am a disabled woman with an extensive medical background! I cannot be without my power chair as I cannot walk, I just had three brain surgeries and I am on ******* and cannot fall so it is very important that I remain in my chair to get around!
Business Response
Date: 11/19/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. *** will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Initial Complaint
Date:11/13/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
National seating & Mobility sent one of their workers to my home to assess my power wheelchair for replacement parts which is needed for safe mobility. After assessing my wheelchair they ordered a number of parts for it, I then went through the process of the company ordering the parts. On 10/28/2024 I called the company because this is the date that the process was supposed to be completed being that they have my parts and for them to have scheduled a date for them to come to my home and complete the job, I was told that I would have to come in to have them put the parts on my wheelchair because it takes 3 hours to do the job. Now Im being FORCED to come to this company so they can put the parts on my wheelchair which they said takes 3 hours. I requested to speak to a supervisor and was told that he was busy and will give me a call back, to no avail I didnt receive a call back. So I talked with my care coordinator and he called them on 11/04/2024 and after coming to an agreement for them to put the parts on he contacted me to confirm a date, I accepted 12/18/2024. After we hung up I received a call around a half hour later tell me that, I would have to come in again because they are short staffed. Again I requested to speak with a supervisor, I was told that the manager (****) will give me a call back that day again to no avail did I receive a call back. Im requesting that I be accommodated in my home as was stated from the beginning and not be FORCED to come in for 3 hours or more to get my parts put on my wheelchair for safe mobility, this will be a huge inconvenience for me.
Business Response
Date: 11/14/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. *** will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Customer Answer
Date: 11/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:11/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** ******** with National Seating and Mobility was supposed to be at my house October 31 at 10 am for a brake job on my wheelchair. Well it's November 12 and no one has shown up or even called. I have left numerous messages to no avail. Please help me.
Business Response
Date: 11/13/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. *** will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Customer Answer
Date: 11/15/2024

Complaint: 22544209

I am rejecting this response because: no one has gotten back with me.

Sincerely,

**** *******
Business Response
Date: 11/18/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM has communicated with the client and are attempting to settle matter with the client. NSM will continue to review and communicate with the client.

Thank you,
NSM
Business Response
Date: 11/18/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. *** will investigate the matter and address the concerns directly with the client.
NSM branch office 68 *********, Tn. has spoken with clients mother and has confirmed scheduling date and time 11/26/2024 to meet at clients house for follow up visit.
Initial Complaint
Date:11/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My daighters wheelchair wasnt holding a charge. *** set up appointment and ***laced parts. It took two months. The wheelchair still wont hold a charge. I called into CS to get a new appointment.. The ** *** argued with me and said the chair just needs to be charged every day. He is wrong. We have owned chair five years. He eventually hung up on me. I called in again and another *** said same thing and argued with me. He also hung up on. For both ***s their job was to make an appointment, not to diagnose the chair over the phone, and both ***s yelled and argued before eventually hanging up.
Business Response
Date: 11/05/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. *** will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Initial Complaint
Date:11/02/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I trusted in National Seating and Mobility for a new manual wheelchair. I am a T4 paraplegic (I can use both arms, but I'm paralyzed from lower chest down).We started this process in spring/summer of 2022. I understand it is a lengthy process, and I take that into consideration. I called a couple times to check progress, and I was told it was being worked on. They had to get all the parts accounted for and submitted. Three months later I called for a status check. I was told they forgot my order, and it had been sitting on their desk. This was not a pleasant experience. 04/14/23 - Chair was delivered. It was not set up, it did not look the way we had me set up in the office with the physical therapist and five other **** and employees fitting me. I couldn't even get into it. The front of the cushion was up near my chest. The *** there (not from ***, but Ride Designs, which is the make of my cushion), cut it with his pocket knife. *****. And said I get a free remake. I can't make this up. It didn't fit, and they said they'd fix it.More **** came out at a later date, since the chair was unusable. They got it to where I could use it, but I still cannot use both arms at the same time to this day. The whole point was to get a chair in which I can use both arms simultaneously. This is worse than my last chair.Jump to now. The back is hanging off, the right brake broke and is hanging.I have called and left messages, where their recording says they will call by 4pm of the same business day. Well, I have not received one back yet. I feel they gave up, got tired or me, and they don't want to fix the mess they created. Part of this review is because I can't get anyone to listen, especially ****** addition, and the main reason I'm writing now, is because I am suffering from injuries as a result of the chair's positioning. My shoulder is needing surgery since I have to lean on my left hand so I don't fall forward, and I have a blister on each leg from pressure.
Customer Answer
Date: 11/04/2024
I am a T4 complete paraplegic, meaning I have no feeling or control from my ****** line down. As a result, my spine has curved significantly, and it pushes me to the right. This chair was intended to allow me to use both hands at the same time, and to allow me to sit upright. Neither objective was achieved; as a result, I still have to prop my torso up with one arm at all times, and it's not okay. I've gotten pressure sores that have required PICC line antibiotic intervention, months of wound care visits, and not feeling well. I need a chair that works for me. I wasn't comfortable with the chair when they delivered it. Attached are photos. The chair I was fitted for, and the chair that was delivered to my house are not the same.
I need help, and all my words are falling on deaf ears. Please, it's hard enough to live sitting in a chair. I would love to be able to use both my arms at the same time. I have full use of both arms, but because I am not balanced properly, one arm is an anchor point. I would love to play my guitars and keyboard again. It's wearing on my psyche, causing me further depression, and I honestly don't know where to turn. I am ready to give up. Please help. What can I do?
Business Response
Date: 11/04/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. *** will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Customer Answer
Date: 11/05/2024

Complaint: 22504715

I am rejecting this response because:
I have repeatedly attempted to contact ***, giving them ample opportunity to return my calls. I am not confident, and do not trust that they will rectify the issue. When had a previous issue with this chair, it was a problem that I needed fixed, and they said they have to open a new ticket. That involves going through the insurance approval (in which I'm responsible for 20% of the cost), the wait (last wait was about a year for my chair), and the chair is not allowing me to use both arms at the same time. Still. Why open a new ticket and charge insurance (and me), again? I am not satisfied with the chair, I have multiple sores on my body as a result of it, the back is broken and I cannot sit upright. This needs immediate fixing. I am completely unsatisfied. Sorry, NSM, your track record with me (and after reading other reviews here) leaves me with little hope or trust that the issue will get resolved properly and timely. For assurance, can we can a written answer here that it will get fixed? Maybe then I will have faith.
I can provide more photos. The side of the backrest that is supposed to support me is flimsy. If I sit back, my torso is facing 45 degrees to the right. It's hurting me. My curvature is becoming more pronounced, and again I can only use one arm at a time. They didn't do their job, and I still have three more years with this chair.

Sincerely,

***** ********
Customer Answer
Date: 11/05/2024
*** contacted me this morning (***, a manager). He told me they will make it right and fix or replace my chair at no cost to me. This will take time, so I cannot give a yes or no in ****************************************************** and seem willing to replace the chair.
Initial Complaint
Date:09/24/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am beyond disgusted with the service and lack of professionalism and communication with ZERO resolution. My daughters wheelchair was provided December 2019 and since then has had many issues including the backrest, seat, handles, and breaks. We have been waiting since June 2024 to get her breaks fixed because one of them broke off. The tech advised the entire part needs to be reordered and ***laced and he was going to take care of doing that. I called 2 weeks ago to follow up since it has been 3 months and no update and to my surprise there was nothing ordered and nothing was being done. All this time wasted for nothing. The *** on the phone opened the request and said she will escalate to supervisor. I requested to get a call from the supervisor and still no call. I called today to follow up because I received a text with an update that said the request was opened yesterday 9/23/24 and they were just getting ready to get insurance approval. I called and requested a supervisor. I was advised she was available and call was transferred but she didnt answer the phone. I left a voicemail but am beyond irate. This cannot continue and I need someone to help and DO SOMETHING TO GET THIS ISSUE FIXED.
Business Response
Date: 09/25/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. *** will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Customer Answer
Date: 09/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *********

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National Seating & Mobility, Inc. is NOT a BBB Accredited Business.