ComplaintsforNational Seating & Mobility, Inc.

Wheelchairs

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Initial Complaint
07/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In late February I contacted thisbusiness to repair my power wheelchair. A representative came out, evaluated the problem and eventually a new part was ordered; it was installed 4/29/2024; I paid personally. It became apparent there was something wrong and I called thisbusiness 4/30/2024. I was told a replcement would be ordered, all under warrantee. I called to check status about 4/21/24.On 5/29 I received a text that the order was in progress. As of today, 7/20/24 I am still waiting. No one has come to examine the part in question; no one has called to schedule an appointment to do so. I have made numerous calls all to no avail. I will not use this firm again and will never recommend them. I will tell anyone who asks to run the other way.
Business response
07/22/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
They took my wheelchair in for repair of something they already repaired which didn't hold. They have kept my wheelchair for over 7 monthsin order to rebill ******** They have now billed ******** for things that weren't even wrong with my wheelchair and still have not returned it to me. They purposely held the chair so they can bill ******** again. The first repair was faulty and ******** would not pay again for their shoddy work so they held it until time passed and ******** would pay again in meantime me on run around. **** s of the *** division in *********** ******** is the one responsible for what i call ******** fraud and his ******* for the phone games to keep me at bay. There is no good reason why they should have my chair should be gone from me for so long then constantly lied to about where it is
Business response
07/11/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Customer response
07/11/2024
It has been 8 months without my wheelchair i was provided with a loner which does not suit my needs. I have basically been a prisoner in my house only able to get basic needs done outside. I was told estimate july 1st my chair would be ready now it pushed to after the 17th. I was not able to join any family functions and have now missed half of the summer. I am an active poll worker and had to miss last two elections missed vital financial that i depends on. It does not take 8 month to fix a wheelchair. I get nothing but the run around when i call i have not been contacted by them i always have to call. I need answers because this has severely inpacted my well being and mental health. Someone needs to speak to me directly
Business response
07/16/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM will investigate the matter and address the concerns directly with the client.

Respectfully,
NSM
Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
National seating and mobility is HORRIBLE! We requested that my daughters custom wheelchair be repaired on March 27, 2024. They looked at the chair and said they would order the parts, which include new wheels (her's are broken!!). We called and called. The parts weren't in. They called us in mid-May and said the parts had arrived but insurance (my daughter has Mainecare, which is ******** in the state of *****) hadn't come through yet. When I called back later that day I spoke to someone else who said that the request had never been submitted and they would do it right away. I called 2 weeks later. Still no insurance approval. I called today. Still nothing. This made me suspicious so I called the insurance company today. THE CLAIM HAS NEVER BEEN SUBMITTED!!! My daughter is using a dangerous wheelchair as her only form of independent movement and we have no way to get it fixed!! When my daughter went back to the *************** in July of 2022 the staff were horrified at the state of her wheelchair. It had been repaired incorrectly and sub standard parts had been used by *** ******. They had to call *** Atlanta to come and repair her chair. I do not know how to repair a wheelchair and did not know it was so awful. The staff at the *************** deal with wheelchairs all day, every day and I completely trust their assessment. I'm sure my daughters physical therapist from ******** would be glad to attest to the horrible state of her chair. We desperately need to have her chair fixed and have no other option. I will be calling Mainecare to complain about *** Bangor in the hope of getting them to contract with a wheelchair provider in ******. I will also be writing to the ADA.I think the ************* should be audited and examined by the *** parent company. The *** in ******* was wonderful. The ************* is poorly managed, poorly staffed and appear to have no accountability to the handicapped people that are forced to use them.
Business response
07/03/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
To whom it may concern,At the end of last year, I ordered a wheelchair from ********************* of National Seating & Mobility in *****, **. I payed $7300. We met in person around Christmas to make some adjustments to the back, and during that meeting I told him I would like to make some changes to the wheels. I needed solid rubber tires and projection hand rims.**** said okay and left with my wheels. That was 7 months ago. For the first couple of months I wrote regularly to check in and see how things were going, and I got noncommittal responses. Then one day he just stopped answering. I waited patiently, sending texts every couple of weeks, but after two months I figured that maybe **** had left the company and no longer had access to his work phone.I contacted another NSM employee named ********************* to see what was going on. To my surprise, he told me **** was out on delivery and would get back to me soon. That was May 16th. I waited until May 23rd to write ****** again and tell him that **** had still not contacted me. Dayron did not respond. I sent him another email on June 9th, again no response. This situation has evolved from annoying, to frustrating, to infuriating, and now just extremely confusing. I dont understand how a company can function with this level of disregard for its customers. More importantly, I dont know how to get my wheels back. Please help. I do not currently have a working phone number so please use my email to contact me.Thank You,************************* ***********************
Business response
06/27/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Customer response
06/30/2024

Complaint: 21907753

I am rejecting this response because although they SAY they will address this matter with their client (me), they have yet made no effort to contact me. i have been lied to and ignored too much by this company to accept a statement like that.

Sincerely,

*************************
Business response
07/02/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention.   NSM has communicated with the client and addressed the concerns.  NSM will continue to review and communicate with the client. We asked that you close this ticket.

Thank you,
NSM
Customer response
07/02/2024

Complaint: 21907753

I am rejecting this response because:
They have not communicated with me. my email address is *********************** and my cellphone is ****************. i will add that this ticket will not be closed until the job is done. if they are in such a hurry to close this ticket, they should keep in mind that i have waited on them for almost 8 months.
Sincerely,

*************************
Business response
07/09/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention.   NSM has communicated with the client and addressed the concerns.  NSM will continue to review and communicate with the client. We asked that you close this ticket.

Thank you,
NSM
Initial Complaint
06/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Manual chair with power assist was ready per NSM 5/31/24. Contacted prior to pick up appointment to let them know I am now housebound with declining health and to request delivery. I was told I made it in for the fitting I could make it in for the pick up. Explaining once again I am on home health and unable to travel I was told they no longer deliver. Insisting on a delivery/orientation I was told, fine but it will be several months. Explaining again I was homebound with out it, I was told "that's your issue." Chair is paid in full. Website lists delivery and service options.
Business response
06/24/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Customer response
06/26/2024

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 if addressed in a timely manner.

Sincerely, ASB

***********************
Initial Complaint
05/16/2024
Complaint Type:
Delivery Issues
Status:
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.
Terrible service. Months of no brakes on my daughter's wheelchair. Lost orders. Incorrect orders. Currently being told that I can pay for an order or they can start it again witu insurance, which would mean getting another script. My daughter just needs a pummel for her wheelchair. This was from October. The order wasn't actually submitted and supposedly was in Dec and I was told it would be delivered in March. No show. No call. And now I have to start the order again? My daughter has had hip surgery and needs a pummel. She also needs front wheels as her chair is incredibly tippy at the smallest little bump. I asked to speak to a supervisor and was told they have no manager. Um, what?!? I have tried to go through another companies, but nobody has time to work on a chair that wasn't ordered through them. My daughter deserves better than this.
Business response
05/17/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Business response
05/28/2024
NSM replied to the original response on 5/17/2024. Per the notes in our system NSM contacted the parent. Our note also indicates the Regional Area Director called and left a voice message on 5/23/2024, and is currently waiting for a return phone call from the parent.
Respectfully,
NSM
Initial Complaint
04/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My son was fitted for a power chair in December 2023 by national setting and mobility while we were at the ********************* in ******* . National setting Told us it would take 3 months to get the chair delivered. It has been 5 months and still have not received the power chair . Every time I call I get the run around and told the *************************** has the order and they havent sent it to ********* . And the *************************** blames everything on the Nashville branch : I call every day and get the run away and hang up feeling lost with no answers . National setting and mobility is very unprofessional and they dont care about there customers . They could care less if disabled people have what they need . I spoke with a Crysatal In funding and she told me that its hard getting tenncare to pay for anything . I told her everything about dealing with national setting and mobility is hard . They dont try to make anything easy for you and everyone I talk to at the ******* location was rude . As I type this my son still doesnt have his power chair . He was giving a ragged loaner chair that the arms falls off and the seat belt doesnt work . This ridiculous.
Business response
04/26/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Initial Complaint
04/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been attempting to contact this business for over 2 months on an almost daily basis to receive maintenance in the form of new batteries for a quantum power chair. I have not been successful in receiving a call back. This has now reached a crisis situation, which was left on recent messages, as the battery holds only a brief charge. My husband has no other feasible means of locomotion.
Business response
04/24/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Initial Complaint
04/08/2024
Complaint Type:
Order Issues
Status:
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.
Paid final payment for product July 2023. Company lost my check for final payment. Company didnt notify me until 8 months later. Now asking for another payment. Bad business practice or fraudulent practice
Business response
04/10/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Customer response
04/11/2024

Complaint: 21548021

I am rejecting this response because:
My check was lost as verified by the company, and no solution has been given. I suggest that the company make some sort of compensation with me for its mistake. I should not be liable for making a full balance  payment when the balance was paid off 8 months ago . Its the companys fault for losing my payment.( copy of lost check is attached)
Sincerely,

*****************************
Business response
04/19/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM investigated the matter and addressed the concerns directly with the client. This payment posted on 04/17/2024.

Thank you,
NSM
Initial Complaint
03/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My daughter needed an electric wheelchair our provider sent us to this company . They dragged her claim out 8 months until the new deductible period even after getting approval before then , held it until the new cycle and would not build her chair until we paid her new out of pocket premiums of 4600 dollars . Then they billed the ins over 16 thousand for her chair ! Ins only allowed 3800 and they were sent the Eob to refund us the over paid amount . Now they wont return emails or phone calls . No funds have been returned . They wouldnt get my child her chair until we paid but they wont return money they shouldnt have received .
Business response
03/28/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM will investigate the matter and address the concerns directly with the client.

Thank you,
NSM

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ComplaintsforNational Seating & Mobility, Inc.

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