ComplaintsforNumotion

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My scooter from numotion stopped working while at a doctor's *********** on December 13. 2022. I called on December 15th to get someone to come out and look at the scooter. The numotion representative who looked at scooter said that wires had been "shredded " from being put in and out of my van due to a cover not being put on them. (Something that should have been done before it was sent to me). I was then told they would fix scooter and provide me with a loaner. The loaner was never provided and yesterday I was told the part was finally in for the scooter. Here is my issue. They expect me, a disabled person who needs to use a scooter, to load the scooter unaided in my van after their agent took it out , and drive it to them 2 hours away to be fixed. It should not have taken 3 months to fix this issue that was made by them. I should have received a loaner and I definitely should be able to have someone pick up the scooter to fix it. How a company that works with people with mobility issues expects to do heavy lifting to fix equipment and bring them hours hours away.

  Business response

  03/09/2023

  
  BBB of *********
  *************************************************************************************************
  Phone:************* | Fax: *************
  ********************************************************
  
  
  
  March 8th, 2023
  
  Re: *******************************. case # ******** was filed on 03/08/2023
  
  Dear Better Business Bureau:
  
              We refer to the above and your recent correspondence about *******************************. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
              Numotions is reviewing the ***** for that was provide along with this complaint. Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** 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 ** at **********************************************************************************************. You can also email ** at *********************************************** Or call *************.
  
  
  Yours sincerely,
  
  
  *************************
  Customer Experience Team

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were supposed to provide a wheelchair. When we received it within the first 3 to 4 months we reported a clicking sound. They took forever to send out a technician. When they came out the tech said the axel was broke. They never replaced it. The tech said that he would put in an order for a replacement ****. This never took place months later when we called to see what the issue was. We found out that they had done nothing. So, then when they came out again, no only was the axel broke but now also the frame. Again, they gave him no replacement. They left him in a chair with a broken axel and broken frame. Nothing like a safety issue and total disregard for a disabled person. They then replaced that chair. But when doing so failed to communicate that it was only a rental. The tech dropping it off did not communicate that it was a rental or the status of the first chair. Are they fixing it or do we permanently have a rental. Because of no communication we thought that this chair was his to own. And on top of this, they called to schedule arm replacement from his first chair. This company doesn't know what the heck they are doing!

  Business response

  03/28/2023

  
  
  BBB Response-
  We apologize for any hard feelings or miscommunication during any part of the wheelchair order or repair process.  Our intentions are always to find our customers the mobility solutions they deserve as quickly as they can be provided.  ***** did run into issues with the equipment and repairs were completed in September 2022.  At that same time additional issues were notated, and we provided a no-cost rental chair to the customer.  When the customers equipment was repaired and scheduled for delivery this customer and his wife indicated that they thought the rental chair was their chair.  Messages were received from customer service about the situation to the director of the department.  Multiple phone calls and voicemail messages were made with no return phone calls to resolve the issue.  Shortly after the BBB complaint was received.  Again, phone calls and messages were left to resolve the issue.  We attempted to communicate the willingness to exchange equipment with the customer but would like to confirm that before making it permanent.  It is not traditional to do this, but the equipment itself is comparable and we can write-up the exchange if that is satisfactory. 
  
  Thanks-
  *****************************
  Director of Service Fulfillment

• Initial Complaint

  01/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 25 and Sept 30, 2021 I paid numotion $750.00 as out of pocket due after insurance paid leaving me with $0 balance. I've continued to receive **** for $750 with late fee. I've spoken numerous times to an associate telling me I don't owe. On Dec 7, 2021 I received a **** and called again and was then told that the $750 balance was because my bank claimed a fraudulent charge and therefore requested a refund of $750. I explained I nor my credit card company reduted a charge. She suggested I call my credit card company about it. Which I did and no such transaction occurred. I called back and asked for a supervisor, who did call me back. She also stated the same issue. Therefore with the supervisor on the phone I called my Amex credit card company who verified both payments made and no complaint of fraudulent charge and no charge back. She offered to email copies of my payments. The supervisor interrupted the conversation and asked about the last 4 numbers on my card because the dispute was with a Mastercard payment. I informed her I didn't own a Mastercard. After being on a brief hold she, the supervisor from numotion, came back on and stated it was an error and would be taken care of. On January 14, 2022 I received another **** with late fee and threat to turn account o er to collections.

  Business response

  01/18/2022

  Tell us why here...BBB of ********* (*****************************************************************************************************************************
  Phone:*************
  Fax:*************
  Email: ***************************************** Web: www.bbb.org/*********
  
  January 18, 2022
  
  Re: *************************, Case ID #********
  
  Dear Better Business Bureau:
  
              We refer to the above and your recent correspondence about *************************. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
              Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** 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 ******************************************************. You can also email us at *********************************************** Or call *************.
  
  
  
  Yours sincerely,
  
  *************************
  Customer Experience Team

  Customer response

  01/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

*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. ↩