ComplaintsforNational Seating and Mobility

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The use of this company to acquire a motorized wheelchair for my mother has descended to the level of farce.This process began over 18 MONTHS ago when her motorized wheelchair failed and we sought to have it repaired or replaced. *** determined that repair would not be possible and was contracted to assist in the process of getting a replacement through her insurance. They provided a temporary replacement chair while the process was going, with assurances it should be done within four months. Doctors visits were done, paperwork was provided, and then we began to wait. And wait.. And wait... After some months we tried to contact them and could not get replies. After more months we finally had a solid result! Our paperwork was out of date since it had been over a year since the doctor visits and would have to be redone from scratch.Appalling, but at least she still had the borrowed wheelchair, right? Then borrowed wheelchair failed and they were called to help. They claimed to have no record of that chair and after a few half hearted attempts gave up on supporting that. With no means to get around, a motorized scooter was loaned from a local church so she could get around. Subsequent doctor visits and paperwork was provided to the company, but no call backs occurred. After threatening to stop doing business unless we got a return phone call we finally had a response. They didn't have the required paperwork. Somehow after failing to do their work a year back, they had managed to do the same thing. AGAIN We still have not had a phone call from the representative supposedly handling her case, only a reply from tech support responder. We still don't have a wheelchair she can use. We have no assurance her claims or needs are being considered. Leaving someone without support for this long cannot be considered business as usual. Can provide references to evaluation done 6/13/22 if needed. Contact from their tech support was yesterday 7/27

  Business response

  07/29/2022

  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 is currently investigating the concerns and will notify the client directly. 
  
  Respectfully,
  NSM

  Customer response

  08/22/2022

  Complaint: 17637321
  
  I am rejecting this response because:

  The company did reach out by phone once during the past 10 days, but only to get clarification on the patient identification.   This call occurred last monday.  Since that time I have not heard from them at all.  I was assuming they had 10 days to reach out to me again, but they have failed to do so.
  

  They did leave a voice message on my mother's phone, confirming the following, but failed to reach out to my number at ************ ever again.
  

  1. All paperwork would need to be submitted again by the doctor.   They failed to send us details on what would be needed from the doctor or why previous paperwork was insufficient.  It's not like her legs have grown back in the past year.
  2. They have no record of the 'temporary' chair they left with my mother, so they are refusing to fix or replace it.
     I would like to know if this is now considered abandoned property we can do what we like with.  My mother has no storage space for broken equipment.

  
  Regards,
  
  ***************************

  Business response

  08/23/2022

  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

  Customer response

  08/24/2022

  Complaint: 17637321
  
  I am rejecting this response because:

   1. I am authorized with a ************* of ******** and the customer's direct permission to act on thier behalf.  HIPPA should be no excuse in this case.

   2. The consumer has been hospitalized with a broken hip after experiencing a fall and is in a more fragile state of mind.  They currently lack access to email, though a three way conversation with National can be arranged.

   3. The consumer has reported no response from National about fixing the current borrowed wheelchair or acting to forward progress on getting  new one.  Due to recovery this may just be something they forgot, but it is hard to tell.

  
  
  Regards,
  
  ***************************

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We continue to have problems with national Seating. When my daughter's w/c was returned. The tech, **** stated he would come back and finish the w/c repair. When he took the loaner he took pieces that her w/c needed back on the loaner. I called and told national about the piece that fit on the right side of the w/c to keep her hip and legs in place and the mount for a specially made table that aided her. Her head a ray is loose and the device that helps her move the w/c (egg-shaped) need repair and all I get is they will be out... not yet and no date given

  Business response

  07/07/2022

  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 has responded to the client's concerns and notified the client directly. 
  
  Respectfully,
  NSM

  Customer response

  07/09/2022

  Complaint: 17529818
  
  I am rejecting this response because: It takes reaching out to the BBB to even get talk and  talk is all we get when we need the repairs done. I want the repairs done and a statement that we will not be ignored with other needed repairs.
  
  Regards,
  
  ***************************

  Business response

  07/11/2022

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

  Customer response

  07/11/2022

  Complaint: 17529818
  
  I am rejecting this response because: nothing gets her w/c repaired. I am turning this over to the state
  Regards,
  
  ***************************

  Customer response

  08/30/2023

  Complaint: 17529818
  
  I am rejecting this response because:

  *************************** received a specially made power w/c with a head a ray in Feb 2023. The w/c has issues needing repair. I've heard we live too far away or they will send a repair person, but nothing. I first contacted the company in July. but spoke with ***** on 8/14/23 and was promised to have someone out here to our home. Still nothing. I called again on the 24th and spoke with a technician named ****** who took pictures via my phone and promised to get help nothing has happened/ Desired Resolution: Repair
  
  Regards,
  
  ***************************

  Business response

  09/07/2023

  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  

*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. ↩