ComplaintsforNational Seating & Mobility, Inc.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2020, a ***** stairlift was installed in our home by National Seating & Mobility and their partner company *** ********* *******. Last year the 2 companies ceased their partnership. Now the remotes that allow the stairlift to be operated without someone seated in it, have stopped working. However, I’ve been unable to locate the paperwork. ***** Co. told us the name of National Seating. I called them and they said they didn’t install it, *** ********* **. did. I called *** ********* **. who also denied installing it. *** ********* **. is in Virginia I believe. At the present time we only need remotes which no other company would provide. But what will happen if the lift itself isn’t working? ***** evidently has proof it was one of these 2 companies, based on the serial number I provided them. We need one of these companies to take responsibility and to provide the remotes we need along with someone to program them. I installed the lift for my mother who is 83 yrs old and in poor health. We need help.

  Business response

  09/10/2024

  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

  09/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: the company has reached out to us and said they will be sending a technician. Once that happens, I will consider this resolved. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2022 I was hospitalized for cancer ,during my treatments I had lost the use of my legs and my arm . I was prescribed a power wheelchair while in the hospital I came home in December of 2022 .In May of 2023 National Seating and Mobility delivered a motorized wheelchair to me. I am a quadriplegic and have no other way to get around besides this wheelchair. When they delivered the chair we stated that it was not fitting right and that my feet cannot be held up in the footrest they gave us. I also made them aware that I needed some extra padding on the seat so that I don't fall to my left side. This visit in May was followed by many many many phone calls with no reply. Finally I've got my insurance company involved and in November I was finally contacted and they sent someone else to measure for the modifications. Again I am in the position where I'm calling them daily and nobody responds it's been 60 days and I have not heard a word about the changes they're supposed to be making so I basically have had a wheelchair since May that I cannot comfortably sit in but need it in order to even get out of my bed. I have had a physical therapist.my doctor and insurance company call them and no response. This is physically causing me bruising on the left side of my body. on my feet because they keep falling off and have bruised feet and broken Toes. I cannot stay in my chair for any length of time without pain .this is a very expensive chair and I need this company that was paid a lot for this chair, to modify it so that I can use it the way it's supposed to be used but they are so unresponsive. I just don't know what else to do if someone could please help me figure out how to get them to do what they're supposed to do so that I can live my life. I am working hard to adjust to my new normal but I cannot do it without a chair that is safe and comfortable. Thank you ****** ******

  Business response

  02/27/2024

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention.  NSM received a BBB Complaint from this client on  2/21/2024, Complaint #********.  NSM is currently investigating the matter and will address the concerns directly with the client.  We ask that you please close the request.
  
  Thank you,
  NSM  

  Business response

  02/28/2024

  Our team has contacted our client.  She is in need of wheelchair modifications due to a change in condition and will need to be seen by a physical therapist in conjunction with our ATP. The client has expressed satisfaction with our communication of needed next steps. 

  Thanks,
  

  NSM

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I believe there may have been a misunderstanding or oversight in the delivery of the wheelchair. I am a bilateral amputee, and during the demonstration, a lightweight, all-blue wheelchair with matching rims and a detachable footrest was showcased. However, the delivered wheelchair has discrepancies, such as non-blue rims and a non-detachable footrest, making transportation challenging. I wasn't informed of these alterations despite the use of a different manufacturer, leading to an incorrect center of gravity for me. I would appreciate your assistance in addressing and resolving this matter

  Business response

  12/19/2023

  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  

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Opened up a repair claim on March 31, 2023 for my manual wheelchair. NSM had a remote technician video call to see what was wrong with the wheelchair. I needed new wheels/tires and misc hardware. Also, I told the remote technician my front caster wheel was wonky. I was told it was due to a bad bearing and that new caster wheels are going to be ordered to fix the issue. I followed up multiple times to check the status of this repair claim. On October 3, 2023 I received a call to schedule the repair for November 15, 2023. On November 15, 2023, a technician came out with parts for my wheelchair. The wrong wheels/tires were ordered, no hardware was ordered, a part that didn't even go to my wheelchair was also brought to be installed. The front casters did not need to be replaced due to a bad bearing, the front fork is actually broken. The remote tech misdiagnosed the issues and ordered the wrong parts. I waited over 6.5 months for my only wheelchair to be fixed and it's still not fixed. I have called NSM multiple times on November 16th. I have been given the run around and was told I need to start a new claim. I was told to call their main number and submit a complaint. No one is answering the main number or returning my calls. I am using a wheelchair that has no tread on the tires. This is unsafe. I need this resolved ASAP as it was NSM's fault they ordered the wrong parts and it took 6.5 months.

  Business response

  11/17/2023

  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  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The wheelchair was delivered November 22, 2022. On January 9th I called National Seating about an issue with the arms. At some point after this call, I called back to request service for the feet pedals, the head rest, a non-responsive joystick, and charger, and a noise when the chair is elevating. May 4, 2023 a technician, **** *********** came to look at the chair. He was unable to assist with any of the issues and referred my complaint to a sales specialist named **** at National Seating. on June 27th, I spoke with ***** at National Seating because, in addition to the concerns listed above, the feet were moving with a jerking motion. Appointments were set up for **** to return to address these concerns but he did not arrive. On September 5, 2023, four months after the first complaint, a technician (***) arrived and fixed the foot assembly but none of the other issues with the chair. *** had a injury and I had to hire a neighbor to assist with the repair. September 7th, the new foot assembly broke and the feet were frozen in an open position, which made it unsafe to transfer. September 15th they sent a technician, **** ********, who returned the feet to a resting position so I could safely get in and out of the chair. They were not repaired but they were out of the way so I could transfer. October 12th **** ******** returned which was the day scheduled for repairs. The company still did not have the parts to do most of the repairs so he replaced the joystick and the charger and they collected a $639.17 for the repair. October 25th *** and a trainee, ******, arrived to install a foot assembly. It does work but it is crooked and their are wires under the chair that are crunched between metal moving parts. When I attempted to use it on the 25th it was not responding. It has been 5 months total that I have been unable to elevate my feet and prevent my legs from swelling.

  Business response

  10/30/2023

  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  

  Customer response

  10/31/2023

  
  Desired Settlement:  a NEW Wheelchair and a REFUND of monies paid $ 639.17 for  DEFECTIVE WHEELCHAIR that should never have gotten  past Quality Control
  
  
  The new feet assembly delivered and installed on 10/25/23 is defective and does not work.
  
  This is the third [ 3rd ] DEFECTIVE FEET ASSEMBLY part installed.
  
  The joystick replacement installed 10/12/23 is also defective.
  
  I have attached photos of underneath the chair, loose wires, stretched wires, wires not properly fitted with caps in a harness.
  
  I've been told this is a fire hazard. 

  Business response

  10/31/2023

  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

  Business response

  10/31/2023

  NSM has contacted the client this morning 10/31/2023. NSM has scheduled and evaluation of the wheelchair 11/07/2023 and the client seemed satisfied with that scheduling. Once the evaluation of the chair has been completed, nsm will move forward with repairing the chair and or ordering new parts that may be needed to repair the chair.

  Customer response

  11/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  The chair was delivered 11/22/22. There have been too many parts/]problems with the chair to consider any of its repair history to be reasonable. 

   

  The chair is a LEMON, IE, should never have gotten past whatever quality control department NSM has.  A recent article in the ****** ***** 10/28/23 outlines how inadequate this company has been responding to repairing their chairs.

   

  This chair cost $20000.00 and it fell apart before it was 6 months old.

  This is not acceptable.  MSN needs to give me a NEW chair and refund my cost of repairs.

   

   

  
  Sincerely,
  
  ****** *******

  Customer response

  11/08/2023

  On 11/7 the tech who was scheduled to come out for the repairs asked me Why am I coming out? I have no parts and I don't know . I suggested he call Lois his boss and he did

  The tech told me he informed his boss that the wires that I sent a pic of cannot be repaired.The tech told me this morning that he called a rep from the manufacturer to come to my home to see how_why this happened. This was on 11/8

  Yesterday in my mail I received a Quotation from National Seating dated 11/2 which has NO explanatory document , just the quote which has highlighted a charge of $1973.62 that is my Medicare responsibility to fix a part on this wheelchair that has BROKEN 4 TIMES since delivered on 11/22/22 .  THE FEET ASSEMBLY PART DOES NOT FIT into the chair properly which is making noises it shouldn't be making. The new joy stick also is defective and not working properly.  Why am I responsible for an obvious DESIGN ERROR that this company refuses to acknowledge. 

   

  And to expect me to pay $1900.00 more to fix a piece of obvious garbage.

   

  This is outrageous and unacceptable. 

   

   

   

  Business response

  11/08/2023

  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

  Business response

  11/09/2023

  National Seating & Mobility, Inc, (NSM) has been working consistently with Ms. ****** regarding her complaints.  The main issue has been the footrest assembly, that elevates the footrest, which has been replaced on 3 separate occasions.  The footrest assembly comes assembled from the manufacturer of the product, and all wires are already properly secured, bundled, and zip-tipped underneath the footrest, at about knee height.  Each time NSM has evaluated the footrest assembly, the wires have been ripped out and the zip ties have either been cut or broken. 
  
   
  
  The unusual fact about these continued issues, is that the footrest assembly is not located in a place where the wiring could get “caught” on something and ripped out, because the wires are located underneath the assembly about knee height, as noted above.   During the most recent visit on November 7, 2023, to evaluate the wiring, once again, the Technician found that the zip ties were cut or caught on something that tore them totally off the chair.  There were crimp marks from pliers on the shrink tubing (NSM does not crimp this part with any tools, as they come HEAT shrunk, zip tied, and fully assembled by the manufacturer.)  NSM is not laying blame here, but there is absolutely no explanation why these issues keep occurring and it also appears the parts may have been tampered with.  Due to the fact the assembly has been replaced 3 times, NSM feels the manufacturer representative needs to go to Ms. ********* home and inspect the wiring for input on what is causing these continued problems.  We will be reaching out to get this evaluation scheduled. 
  
   
  
  As for the quote Ms. ******* referred to in her most recent response, that quote was NOT for the footrest assembly.  That particular quote relates to a part that was ordered for her seat elevator.  The seat elevator is working but is making a “grinding noise” when operating.  This is a standard repair and NSM will be replacing the actuator on the seat elevator.  The seat elevator has not been serviced over the past year since Ms. ******* received her wheelchair.
  
   
  
  Finally, in her most recent response, Ms. ******* complained her joystick is not working properly.  NSM was NOT advised of that issue when our Technician was at her home on November 7, 2023.  In fact, Ms. ******* texted the Technician on the evening of November 7, 2023, advising the joystick was not working properly, and she had not mentioned this previously.  Our Technician believes she is unhappy that she can't control the footrest assembly with the joystick; however, if that is the case, the joystick is not the problem.  The problem would tie to the ripped, torn wires rendering the footrest assembly inoperative.
  
   
  
  Please be advised we will continue to diligently work with Ms. ******* to resolve these issues.   Should you have any additional questions, please feel free to contact NSM.
  
   
  
  

  Customer response

  11/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  NSMs communications have been minimal and sporadic and they have not addressed my major contention, that there have been too many repairs and breakdowns needed on a machine that was not even 6 months old when they were reported to NSM. This chair was delivered on 11/22/22 and problems were identified to NSM when I had the chair for only six [6] months. 

  NSM sent a 2nd communication on 11/9 which I will address as required next in a separate narrative. 

  Sincerely,
  
  ****** *******

  Customer response

  11/17/2023

  In their latest response National Seating and Mobility states they have been working consistently with Ms. ****** regarding her complaints.
  
  The only thing that NSM has been consistent about is they have consistently avoided my requests for repairs and now they are stating that I have caused the damages to my own wheelchair.   The technicians who have been out to repair my chair know that that is not possible since I am physically incapable of:  getting out of my chair onto the floor, then of being able to access the joystick to make the chair elevated to expose the section underneath the chair which houses the wires that are being damaged.
  I guess this is a shining example of how NSM treats their customers: they accuse them of doing damage instead of trying to help find the reason for problems or part failures. 
  
  
  As stated I am physically not capable of performing all those tasks required in order to damage the wires that we are referring to. I have not caused damage to my own wheelchair nor have I hired someone to damage my wheelchair 
  
  
  National Seating and Mobility states in their latest response “ the unusual fact about these continued issues is that the foot rest assembly is not located in a place where the wiring could get caught on something and ripped out …”
  
  That is incorrect.   These wires ARE absolutely in a place where because of sloppy design they are getting caught on parts of the assembly and being ripped out of place .  An acquaintance of mine who is highly skilled in mechanical repairs to the point of having the expertise and knowledge to making parts for repairs to machinery looked at this wheelchair and stated after I had explained what appears to have been happening,  he observed the movements of the chair and  said the wires are being ripped out during normal operation because the design is poor and allows  the wires to dangle, get caught/hooked onto a chair part, the track between which the assembly lays,  and then ripped apart creating the chair breaking down.
  This expert  evaluated this chair and design of the foot assembly and stated the poor design allows the chair to be DAMAGED DURING NORMAL OPERATION.
  Let’s continue to examine NSM’s latest response. 
  National Seating and Mobility states “during the most recent visit on November 7 2023 to evaluate the wiring once again the technician found that the zip ties were cut were caught on something that tore them totally off the chair “ and it continues with further information .
  
  Let me state for the record,  that there was NO technician visit on November 7th , so someone has made up, fabricated/lied about all the information they have attested to happening on November 7th .
  
  This November 7, 2023 visit didn’t happen.
   These things, the technician,  No representative from NSM was in my house on November 7th evaluating the wheelchair.
  
   NSM also states further in their latest response that they feel the manufacturer representative needs to go to my residence to inspect the wiring for input on what is causing these continued problems.
  
  Well that's been suggested by a technicIan on at least three separate occasions so why hasn’t that happened yet: the dates were Sept 14, Nov 7 and Nov 8, all 2023.
  
  Is NSM dragging their feet instead of making sure that this  happens. 
  
  I originally informed National Seating and Mobility of the issues with the wheelchair on May 4th 2023.   I did not receive a call from a supervisor showing any interest on the problems I was having until five months [5] later when on October 17th,  2023 **** ********, a supervisor in your Sayre PA  office,   called to discuss, at length, issues that I was having with the wheelchair.  **** mentioned during this call that she would contact the manufacturer to address the “this is a LEMON wheelchair after all these failures “ issue.
  
  What transpired, was that contact by **** ever made ?
  
   Five [5] months is entirely too much time for national seating and mobility to take before they respond to a customer complaint about a series of problems.
  
   That is why I’m saying the chair is defective; there’s more problems than just the foot rest assembly .
  
  I was given a charger that did not work, with the November 22, 2022 delivery.
  
  An NSM  technician informed me when they gave me the new replacement charger on October 12, 2023 that the  charger that was delivered with the chair on 11/22/22, was a recent model which didn’t work well and that’s why it needed replacement. 
  
  
  Let’s continue to the next issue, the joystick. the one that I have now  I received also on October 12, 2023.   This part is not working properly: it  works and then it doesn't work; it works and then it doesn't work;  all day long it goes through periods of working and then it doesn't work.   
  
  When I addressed this with NSM it was via a text message to a technician on November 7, 2023 and November 8th,  2023.  I  was informing NSM of the fact that the replacement joystick does not function as it should.  I was not complaining about not being able to raise the feet assembly as was stated in NSM latest response.
  
  All of the issues that have surfaced with my wheelchair should be referred to the design engineer or business that you're partnering with to sell these wheelchairs.
  
  Let me also mention that an NSM technician actually shared with me on October 12, 2023 that in his words, the reason this feet assembly part has failed so many times is because this is a new version of the part and bugs haven’t been worked out yet.  He added there have been many other complaints about this issue from other chair owners. 
  
  Your tech admitted that there have been many other complaints similar to mine about the foot assembly not functioning.
  
  When is NSM going to have a manufacturer representative come out to determine the issues with the chair.
  
   I have no idea what they’re waiting for unless they figure I’ll just give up.
  
   it's unfortunate that NSM has chosen to accuse me of damaging my own chair because they don't want to go through the process of having the manufacturer make the part right and to correct the design issues.
  
   As far as the quote that national seating and mobility talks about, also in their latest response, NSM advises the quote is not for the foot rest assembly.  Well, it  would have been appropriate and far more professional had the department that mailed the quote properly communicated to me with a phone call and that NSM was responding to my  complaint about noises when elevating, ANOTHER problem that up until that point had NEVER been recognized by anyone at NSM since I made it MAY 4, 2023, five [5] months earlier.
  
  The last sentence on this response from NSM that they're going to continue to diligently work with me to resolve these situations these issues is not genuine.  
  
  The only diligence that NSM is displaying is in avoiding taking care of the problems with this wheelchair and throwing all of the blame on me, slandering me, saying there there’s no other possible explanation when  I have provided here proof that they did not thoroughly investigate any of my problems.  
  
  There are definite design mistakes by the manufacturer.   Instead of taking the easy way out, NSM needs to properly investigate the chair repair issues and retrain their employees on good customer service. 
  
  I  am attaching a copy of the ****** ***** article which deals with how poorly wheelchair repairs are being processed by NSM and the other supplier of wheelchairs. 
  There's only two businesses in the US apparently and NSM is one of them and both suppliers need to correct their procedures.
  
  In the midst of all the craziness that I’ve been subjected to trying to get a working-without-problems wheelchair,
  I received an invitation to evaluate customer service of NSM recently in the mail.   I wonder how I’m going to respond?! 
  
  
   NSM needs to refund the money I spent on the repairs for bad defective parts on my original wheelchair.
   If national seating and mobility wants to be in this business of selling wheelchairs they have to take responsibility for repairs when the chairs are poorly designed.
  I get the impression that NSM is suggesting that if the problems have been the fault of the manufacturer that they cannot be responsible which is baffling because they are collecting money and this is their business. So, NSM wants to have a business, sell things, but not be responsible if and when things break?
  I’m shaking my head in disbelief.  Is this what they’re implying  ??
  
  The last thing I want to mention is the next to the last paragraph where NSM states that NSM was NOT advised of the Issue of the non-working joystick when their technician was at my home on November 7, 2023.
  I’m going to repeat a VERY IMPORTANT FACT : a National Seating and Mobility technician did NOT come to my home on November 7th,  2023.
  
  As stated earlier, I had informed an NSM technician on November 7, 2023 and November 8. 2023 of problems with the newest joystick. 
  
  And what is NSM insinuating by saying I didn’t notify them on November 7th but rather the next day, the 8th.  Are they requiring me to inform them IMMEDIATELY  of any problems,  but NSM can take five [5] MONTHS or more to even recognize the issue  let alone repair anything.
  
  I don’t know who’s preparing these reports cause there are many incorrect pieces of information.  If it’s AI,  NSM might want to try a different program. 
  
  Bottom line, NSM needs to replace my continually breaking wheelchair with a new one and refund the $639.00 I was charged for the broken charger and joystick.
  How can NSM defend a foot assembly part that doesn’t even fit into the chair properly. 
  
  The feet are lopsided, stick out farther on one end than the other.  Needs a redesign.
  
  My final comment is it is insulting and ridiculous that I have to waste my time answering an NSM response that is clearly made up and fabricated.
  

  
  

  Business response

  11/20/2023

  ******* *****, Client Interaction - responded to BBB still investigating
  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

  Business response

  11/21/2023

  We have communicated with the branch manager and identified and issue that we are attempting to resolve
  
  
  
  
  Unfortunately, there was a miscommunication in our prior response, which we would like to clear up.  NSM was scheduled to go out to the client's home on November 7, 2023; however, the client sent us several pictures of the wiring issues, and once the NSM Technician reviewed those pictures, the Tech knew this was an issue that needed to be evaluated by the manufacturing representative for the wheelchair, since these wires are bundled by the manufacturer.  NSM simply attaches the completed assembly to the wheelchair.
  
  
  
  At this time, NSM is in the process of trying to schedule an evaluation with the manufacturing representative, so that he/she can evaluate the issues.

  Customer response

  11/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  
  IN their most recent response,  National Seating and Mobility states they have communicated with the client and addressed their concerns. 

   

  On what dates did they communicate and what concerns were addressed are they referring to , because there are several outstanding concerns since I made the initial report to the Better Business Bureau on 10/27/23.

   

  One of the complaints involves the foot rest assembly.   During a previous NSM response they stated a representative from the Manufacturing Company would make a visit to my home to investigate the problem with the feet assembly part. 

   

  My question to National Seating and Mobility is,  will you kindly advise me of the ACTUAL DATE the Manufacturer’s rep will visit my home to make the aforementioned assessment. 

   

  That is one concern. 

   

  Another concern is the newly installed joystick that is defective. 

   

  So, my second question to National Seating and Mobility is will you please advise what is the ACTUAL DATE a replacement joystick will be installed in my wheelchair. 

   

  These are two of the issues that need to be addressed. 

   

  My only motivation is to obtain a wheelchair that works the way it is supposed to.

   

  Sincerely,
  
  ****** *******

  Business response

  12/01/2023

  NSM will continue to review and communicate with the client.  We asked that you close this ticket.
  
  Thank you,
  NSM

  Business response

  12/06/2023

  Update to BBB , an appointment has been scheduled with the client, the manufacturing rep, and NSM personnel for 12/7/2023 at 11:00 am.  Further advise that NSM will be evaluating the joystick issues during that visit. 
  
   
  
  Thanks,
  
   
  
   
  
  
  ******* *****
  
  Client Inquiry Specialist

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It started on February 17th. I needed a battery for my wheelchair and my insurance said I still had to wait another year before I could get a new wheelchair. So they gave me the number to national Seating and Mobility to schedule an at home technician to inspect my wheelchair. He checked my wheelchair and I told him about the battery also not charging. He checked and confirmed this. He also confirmed that my wheelchair would be fixed within two months since it's a battery issue. I said ok and waited. I called for updates and waited. They gave me little details regarding my case. I finally called my insurance company and asked them and the company said they were saying no to the wheelchair company because they were using another name besides national Seating and Mobility but if it's the same company they need to put their name on it for the insurance to go through. And called national Seating and Mobility and told them and they said they would email somebody about it. Now they are not answering my phone calls and they're not calling me back. Somebody please help I need my wheelchair to live. Thank you.

  Business response

  10/04/2023

  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

  10/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  They have contacted me on September 27th and assured me they would update me on the status of my case the next day on September 28th. That was a week ago. I tried contacting them October 3rd and October 4th regarding my case, but got just the machine. I left messages again for them to please contact me back with an update. No one has reached out to me since.
  
  Sincerely,
  
  ******** *******

  Business response

  10/05/2023

  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

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is ****** ******** from Allentown PA. I am writing this complaint because National seating and mobility came out to my house to look at a wheelchair August 8 that I only have eight months that needed repairs over a month ago and now I called and they refused to tell me anything and said that my doctor never gave them any information they never informed the doctors office that they sent paperwork to their office, nor called me to inform me of this paperwork. It is very unprofessional. Their reasoning is foolish and I am truly disappointment. We’re here supposed to depend on these people to help us, and they’re showing a lack of interest in any help whatsoever .

  Business response

  09/19/2023

  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  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recieved a manual wheelchair from National Seating & Mobility in November of 2022. I've been waiting for the correct tires for the wheelchair. The company has not provided the correct tires since I recieved the wheelchair.

  Business response

  08/03/2023

  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  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The local office of National Seating Mobility..at ***** ****** **** ***** *** ****** ** *****  Contacts..*****. ********. & ***** ****** (Branch Mgr,). Sat. Called ********-need help. Electric chair died. Mon.Called ***** 2x. Tues. Called ***** 2x Wed.Called ***** 1x Th..Called..main line..2x Th.called.******** 2x ...Hospital I'm in..CASE MGR CALLED. Tues..***** ..***** said (.1)...MY NEW CHAIR ISNT READY...maybe 4 months..(2 ) No LOANER..ELECTRIC..CHAIRS..available. ..if I get DISCHARGED..w o..an electric chair..I will be CRAWLING on the ground. I hv a tear in my shoulder and can't use a manual. ..I feel IGNORED by this wheelchair company.

  Business response

  08/14/2023

  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  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received this wheel chair in Nov. 2022. I have had nothing but problems with it. It is extremely uncomfortable. The foam constantly breaks off the arms causing razor sharp edges to harm myself on. The cushions that they have given have caused sores on my bottom. I have nowhere to rest my feet. The chair was supposed to be designed for my comfort. I am in the chair all the time. I deserve more safety and comfort. This company should be investigated for the safety of all their customers. Medicare paid for the chair.

  Business response

  08/10/2023

  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. ↩