ComplaintsforNational Seating & Mobility, Inc.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Third time having to fix a ******** wheelchair

  Business response

  12/07/2022

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention. We value our clients and appreciate the opportunity to service them.NSM will investigate the matter and contact the client directly.  

   

  Thank you,

  NSM

• Initial Complaint

  10/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have been trying to get a wheelchair for my 10 year old daughter since August. She is 100% dependent on using a wheelchair for any mobility. They have done nothing but jerk us around. I did have a change in health insurance during the time we were waiting for the new chair. Our old insurance BCBS of ** pre-approved this purchase. We switched to Health Alliance Sept. 1st. I told them this would be happening. I also got a phone call from their office before they ordered the new chair. They told me her push handle would not be covered by insurance. I let them know we did get new insurance but they said since BCBS pre approved it they did not need my new card at that time. The waited until 7:45 the morning of the delivery of chair to tell us they wouldn't be coming because our insurance was not active. We had waited over 3 weeks for that appt. They then decide they need our new insurance and blame me for not giving it to them. I did however tell them many weeks back I had new insurance. I offered to pay cash and was told no it had to go through insurance. They said they would do an emergency authorization with Health Alliance. I was told I would hear from them within 24 hours- after 6 phone calls and 3 voicemails they never called or returned my call to confirm if they got approve or would be showing to the next scheduled appt time. I got a call 15 mins before the scheduled appt delivery today that they would not be coming due to issues in the office. They have once again pushed delivery back over a week. We have changed our work schedules and our child has missed school due to them being incompetent. At this point they are neglecting medical services to my child. I have even offered to come to ********* to get this chair. They tell me only one person can deliver this item and I can not get it from anyone else.

  Business response

  11/07/2022

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention.  NSM will investigate the concerns and respond to the parent directly.  We respectfully ask that you close this BBB Complaint.
  
  Respectfully,
  NSM

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm not sure, but it's been about 6mos that I have this scooter. And I had a problem with the battery, I called National mobility, and told them what was going on with the scooter. Someone name ****, came out took the scooter for a ride down threw out the hallway. When he came back he stated that it was the battery. Well he took one battery out of the two batteries that the scooter has. Two weeks later they came and replaced the first battery. So I plugged in the charger all night,and when I got on the scooter with the light green showing it was fully charged. Well I got on to process to get on and when I did the same thing happens. It goes all the way to 2 green lights. Not showing a full battery. I called and told the young lady name ******, I started to her that it was doing the same. She started well ****, will call you and make arrangements to come out to see you. ****, called me the same day he was 15 minutes away, I stated to ****, that my son was coming to take me to do groceries. You would think he will call a day before that's the way I could charge the chair for him. He said okay he'll let ******, know. It's been 2weeks already and haven't heard from the company. The point is that since day one this chair is defective. And in the 6 months that I've had this chair I haven't been able to enjoy this chair. If I would had my surgery to my knee replacement I would be struck with a chair that I would not beable to use. You charge it all night. And when you get on the chair to go to the toilet or kitchen, right away it turns to only 3 green lights after charging the scooter all night long. This scooter came defective to me. After filling this compliant with you'll. I will call my insurance company and let them know about my scooter that they paid for that I haven't gotten a chance to enjoy my scooter cause of defection. Thank you so much ****************************** 10/20/2022

  Business response

  10/25/2022

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention.  NSM will investigate the concerns and respond to the client directly due to HIPPA.  We respectfully ask that you close this BBB Complaint.
  
  Respectfully,
  NSM

• Initial Complaint

  10/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Good Morning, I am the mother of a quadriplegic son who use this service for his wheelchair needs, etc. I am reaching out for assistance via this method because nothing else has worked. We reached out to the local office here in Georgia on 4/29/2022 as his display box was malfunctioning. I understand that there are delays due to shortage of staff, parts, etc. I even understood that the tech may have forgotten as he may have been overwhelmed, so I didn't make a big fuss about it initially as I respect things take time. Plus I was receiving notices of "next steps" so I felt better knowing they were indeed working on the request. But where it went wrong is when the next steps stop coming and I started calling with no answers. Initially he didn't have the right display box in July when he first came out. He stated when he returned to the office he would return the unit and request the right one and would come back once received and will replace it. Here it is October and the part had not been ordered as of my last phone contact with the local office. This was confirmed through conversations with staff and not my assumption. My issue today is that I called the corporate office after no assistance from the branch and I was told the general manager "********" would call me within 48 hours or she would have a manager to call. Here it is a week + later and nothing from anyone other than a text I received stating we had moved to the next step. When I clicked on the link yesterday to review what that step was, nothing shows at all. So even if the part was ordered, no one has reached out to me to share that was the case; or if they spoke to the tech-what is next; what does next step mean in this case? The link shows as if there are no steps. My concern is that they are to assist disabled people with tools they need, so what has happened? I was told way back it was on back order only to learn it was never ordered. How is something on backorder that wasn't ordered?

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/10/13) */ Thank you for contacting National Seating & Mobility and bringing this matter to our attention. We value our clients and appreciate the opportunity to service them. NSM has responded to the client's concerns and notified the client directly. Respectfully, NSM Consumer Response /* (2000, 7, 2022/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the response under the condition that the person I spoke to keeps her promise in investigating and getting back with me. We did speak and I was told I would receive a call back with more in-depth answers. I was told I would receive a call today 10/14, however, I am the one who said it's ok if it takes a few days to investigate and get answers but I do hope to hear back soon. So I hope I will receive a follow up call soon and if so, then yes I am okay with what has taken place in this matter. I am hoping it will not take months to get a follow up call as the phone conversation was a much better experience than what I had had previously with other staff. Crossing my fingers that my son's chair will be repaired in a timely fashion at this point. Thanks BBB for your assistance in this matter.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  National seating and mobility has failed to come through for us again. They are denying my daughter a gait trainer via her insurance (whom they are contracted with) because "they won't make any money off of it". They close out the initial order, AFTER THEY MEASURED HER FOR IT, and never got back to me. I thought it was on its way. I have spent days trying to get ahold of someone again. My insurance company has tried to get a hold of them. Nobody **** return our calls. My child is severely disabled and NEEDS this equipment. I am seeking immediate resolution. The contact name is ******* and she is a regional manager for *******. I have also spoken to ***** who has ignored my messages as well. Please help us. This equipment extremely important. This is the second time this has happened to us. The first was with a wheelchair.

  Business response

  09/29/2022

  Business Response /* (1000, 5, 2022/09/21) */ Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM will investigate the concerns and respond to the client directly due to HIPPA. We respectfully ask that you close this BBB Complaint. Respectfully, NSM Business Response /* (1000, 7, 2022/09/21) */ Upon further investigation, our records indicate we do not accept this type of referral, respectfully. NSM explained this to the parent on multiple occasions. This matter is beyond our control. We respectfully ask that you close this complaint.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  National Seating and Mobility has been unresponsive to our requests for status of an order for service to my power wheelchair. The delay in service is impacting my health, I am a quadriplegic. No one returns calls or emails. Have contacted local rep by phone and email numerous times over the last 3 months. From the complaints here and elsewhere this looks like they do not consider customer service a high priority.

  Business response

  09/26/2022

  Business Response /* (1000, 5, 2022/09/08) */ Thank you for contacting National Seating & Mobility and bringing this matter to our attention. We respectfully ask that you close this BBB Complaint. NSM has responded to the client's concerns on 9/7/22 and will continue to notify the client directly. Respectfully, NSM Consumer Response /* (3000, 7, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not true. Today I was informed by ***** of status of my order BUT the complaint about timely response to emails and phone calls not satisfactorily addressed. " I can't do anything about that"....well, who can? I also do not believe their claim that they didn't have appropriate paperwork until 8/10. Their credibility is non- existent. I will not allow complaint to be closed until parts are installed to our satisfaction. ****, ******, and BBB reviews all show this company is incompetent. Business Response /* (4000, 9, 2022/09/13) */ Thank you for contacting National Seating & Mobility and bringing this matter to our attention. We respectfully ask that you close this BBB Complaint. NSM, Branch Manager has responded to the client's concerns. NSM will continue to notify the client directly. Respectfully, NSM

• Initial Complaint

  08/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My husband had back surgery and is in a wheelchair Rehab he was in ordered a wheelchair for him its been 4 months and still no wheelchair. I have called multiple times. Others have called for us and getting no where

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/09/08) */ Thank you for contacting National Seating & Mobility and bringing this matter to our attention. We respectfully ask that you close this BBB Complaint. NSM has responded to the client's concerns and continues to notify the client directly. Respectfully, NSM Consumer Response /* (2000, 7, 2022/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did call me but with a lot more excuses They are getting him a new loaner on Monday.. Im still not happy about how long this has taken... the guy that called me said he was sorry for not calling me sooner .we still dont have the wheelchair that was ordered for him.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Has been an on going situation for two years. Bought a wheelchair 2 years ago that started needing repairs a month after buying it. Almost every month or week something was breaking on it. Parts have literally started falling off the chair. Back in December, 2021 the chair started cutting the back of my right heel. My wife has taken pictures of my heel and sent it to the company. They have told us that there is so much wrong with the chair that it would be best to just replace it, this was in January, 2022. Then they started saying I was overweight for the chair and when we proved that I wasn't they stopped taking my wife's calls and will not return any messages. At the beginning they were really kind and even wrote off the remaining balance left over after my insurance paid. I just did not know I would have to pay in my own blood.

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/07/26) */ Thank you for contacting National Seating & Mobility and bringing this matter to our attention. We value our clients and appreciate the opportunity to service them. NSM continues to respond to the client's concerns and notify the client directly. Respectfully, NSM

• Initial Complaint

  07/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had hoped after speaking with the manager in Tn of National Seating that we were finally going to have the issues solved and my handicapped daughter's wheelchair repaired. Unfortunately, I was wrong I was promised that I would receive a call from National seating to set up repair time. There was no call I answered every call and double-checked my voicemails and messages to make sure I would not miss any call or anything, I am going to call ****** ****** back and see that my earlier complaint is voiced. I want my daughter's wheelchair repaired... no voiced promises... but repaired. I want to have National Seating begin the paperwork for a new wheelchair.

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2022/07/15) */ Thank you for contacting National Seating & Mobility and bringing this matter to our attention. We value our clients and appreciate the opportunity to service them. NSM has responded to the client's concerns and notified the client directly. NSM has informed the client of the reason for the delay and advised the client we are working to resolve the concerns. NSM has spoken with the client and ***. Respectfully, NSM Consumer Response /* (2000, 7, 2022/07/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is so disorganized and lacks any responsibility in the handling of their errors. My father has been waiting on a wheelchair repair for several months as they told him it would take time to get parts etc. He eventually had to get a new wheelchair after waiting weeks and then told it was not repairable. After getting everything he needed to get this new wheelchair, it was ordered. Each time we call to find out the update on delivery we get the run around as to why it keeps getting delayed- first it's the cushion wasn't available then it was was found out just recently that the cushion is obsolete. He has been waiting for SIX MONTHS for his new wheelchair!! They told him it was going to be delivered to him and then said no he needs to go pick it up at a certain location. Now they are saying that his referral is expired because it's been too long and they have to re-enter the order for the chair and he has to get another referral from his PCP!! My father is handicapped and has difficulty managing his mobility so now you are making this ordeal worse for him!!! THIS IS UNACCEPTABLE.

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/06/08) */ Thank you for contacting National Seating & Mobility and bringing this matter to our attention. We value our clients and appreciate the opportunity to service them. NSM **** review and address the client's concerns and notified the client directly. Respectfully, NSM Consumer Response /* (3000, 7, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not addressed any concerns or made changes to improve the situation for my elderly father. Business Response /* (4000, 9, 2022/06/10) */ Thank you for contacting National Seating & Mobility and bringing this matter to our attention. We respectfully ask that you close this BBB Complaint. NSM **** investigate the concerns and respond to the client directly. Respectfully, NSM

*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. ↩