ComplaintsforNational Seating & Mobility, Inc.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I took my son to the ******** ****** in December 2022 for a wheelchair assessment, as his current wheelchair is 20 years old with no working seatbelt and poorly working brakes. There was a representative there from NSM. We decided to order a manual wheelchair with power assist wheels. We were told that my son would get the chair in March 2023. As of June 2023, it had not yet been ordered. I don't know if it has been ordered as of today. NSM has had all of the paperwork required, but there has been no word as to if the chair has been ordered nor when my son might receive it. Everything has been mishandled by NSM with no communication with us.

  Business response

  08/02/2023

  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

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/4/2021 ********* ******** *******, Dr offices sent in refusal 11/4/2021 NSM in home Evaluation for Electric Wheelchair 7/27/2022 ****** ****** approved wheel chair ? On Medicaid approval Electric Wheelchair was delivered to NSM on September of 2022 NSM called around November 18 2022 NSM called to deliver the wheel chair but the patient was in the hospital NSM and Ms **** set up a delivery date for November 30 2022 NSM they called to cancel they didn't get approval from Medicaid Ms **** ****** ********** navigator called NSM the navigator set another delivery date for December 14 2022 NSM called and cancelled they didn't get approval from Medicaid It's been a year from November 2021 the paperwork and the referral have to be done again I don't understand when the chair was delivered in September why wasn't Ms **** notify in September or October of 2022 if the electric wheelchair was in there building national seating and mobility wants to start the process for the electric wheelchair again

  Business response

  12/28/2022

  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. 
  
  Respectfully,
  NSM

  Customer response

  12/29/2022

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

  While national seating and mobility is reviewing and investigating my complain on how to best resolve this issue  I want BBB, national seating and mobility, and myself  followup, phone calls and resolution on this complaint form this will avoid any conflicting communication I hope we can resolve this complaint by the end of January 2023
  
  Sincerely,
  
  ***** ****

  Business response

  12/30/2022

  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. 
  
  Respectfully,
  NSM

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son is disabled and completely wheelchair bound. This company supplied his wheelchair a few years ago. The chair itself is far from acceptable, but that is a separate issue. In April of this year, I requested to have the company look at the front wheel which keeps breaking rendering the chair unusable as well as some other issues. The technician came out in June and did not fix the wheel. When I called back (in June), I was told that the repair had to go through Medicaid to which I responded that it had already been put through the proper channels - there are 2 screws that need to be replaced. TWO SCREWS. I have called the office in Cleveland, called and emailed the main company and not only has no one fixed the chair, no one will call me back. It is appalling to me that a company that is supposed to provide mobility equipment for the handicapped won't even respond to me about a very simple repair. I am willing to pay for the repair myself but I cannot even get the courtesy of a response.

  Business response

  12/14/2022

  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. 
  
  Respectfully,
  NSM

• Initial Complaint

  10/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I filed a complaint on 10/12/22 and was told I could re-open if I was not satisfied with the results. I do understand that allowing reasonable time to resolve the problem goes into play but here is why I am back. NSM had someone to reach out to me in response to my complaint and here is what happened. 10/13 Rep. from local office called and stated part was ordered and they will call me when it comes in. (2) Asst. Mgr., Ms. Karina called later in the day and apologized on behalf of Jennifer the Reg. Mgr. and stated she would investigate and get back with me. (3) In the meantime, I emailed BBB back to confirm everything was being worked on and thus far I was satisfied. 10/17 Ms. Karina called to say she was going to have the company to overnight the product and she will make sure it was installed before the end of last week and would keep me posted. 10/17 was Monday as of 10/24 nothing. I left a vm message 10/21 stating I was growing concerned because I am still receiving the same treatment that local office provided. I waited till the end of today just to see if she would call and of course she did not. Even if she did not receive my voicemail as of now what happened to the overnight and installation for last week. My original complaint expressed how we have been waiting since April 29th on a display box for my son's wheelchair. My goodness where is the compassion? Where is the urgency in making this right? We waited patiently from April till just recently when I realized that no one was telling us the truth about anything, and it continues. It was not on backorder as they first told me so what is the excuse now? My concern is that I believe them when they say things such as "overnight shipping" and I will keep you updated. Overnight is overnight not a whole week later. Am I wrong for not understanding what is happening? Why do the lies continue? I did not ask for overnight, I simply requested a real answer and time frame for installation. I received more lies.

  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

  Business response

  10/27/2022

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention.  NSM will continue to monitor and investigate the concerns while working directly with the local office to address and resolve the client's concerns.  NSM will address and respond to the client or authorized caretaker directly due to HIPPA.  We respectfully ask that you close this BBB Complaint. 
   
  Respectfully,
  NSM

  Customer response

  10/27/2022

  
  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. We have an appointment set and prayerfully everything will be fine.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  National seating and mobility were hired to fix my child's wheelchair and only completed half the job, leaving my child's wheelchair in need of service. When I asked them to complete the job, I was met with a simple no, no reason, just no. I was told the technician did not order the parts; when I explained we discussed this in detail and the missing part was supposed to be fixed, the manager responded, "well, he didn't order it" when I asked how I could get them, I was told I can't. I had to force them to take the order because they are insurance prejudiced and my child has MediCal. But private insurance cost 1K a month, so I have no choice. It took almost seven months to get the repairs done. I get they hate my 11-year-old disabled child; they have proven that multiple times which is why we typically have to get someone involved to get work done from this vendor. This is not the first time they gave us the wrong, broken, or incomplete equipment and refused to correct their mistake. Insurance paying clients are not respected. I want them to complete the job, that is all I am asking.

  Business response

  07/25/2022

  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 respond to the client's concerns and notify the client directly. 
  Respectfully,
  NSM

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  August 2021 - A representative from National Seating & Mobility, Daniel P*******, came to my apartment and started the process for me to get a new powerchair. He said everything was good to go and he would be in contact with me. I never heard from him again. I tried calling the business several times and was ignored. In October 2021 is when I finally got a call back from a different representative with National Seating & Mobility who was rude to me and said "everything was fine." Then I found out from a representative at *********** - Home Medical that he had not heard from National Seating & Mobility either. November 2021, I called the State Medicaid and found out that my claim was cancelled out in October 2021 and National Seating & Mobility was not working on getting me a power chair. I was also told that the State Medicaid had tried contacting National Seating & Mobility several times and no one would respond to them.

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/03/10) */ 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 /* (3000, 7, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Doesn't look like nothing is being done. I needed a special seat ect. Because of National seating and mobility, I had to cancel that out n go back with my old company n cancel out my special seat ect. This is a rotten company

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my 3rd wheelchair, Ive learned the GAMES these companies play over the past 15 yrs!. Its brutal! Even abusive! Things that COULDN'T be done with ABLE BODIED & ABLE MINDED People, but they can get away with on weak, people of body &/or mind. For the past ~8 MONTHS, DESPITE NUMEROUS calls to them from: myself, wife, AND finally even my insurance company, I STILL DONT HAVE A WHEELCHAIR!Yet, Magically, JU$T before the final date the my in$urance company would pay for it,, This company tried to FORCE me to accept "a" wheelchair, (Not something I was FITTED for, Or, MY Medical issues considered,) even DELIVERING IT unscheduled!! (unfitted, no calls returned to ANY of us!!)Thats balzy!I/WE (wife, Ins co. & I ) call & 99% of the time they are closed, their answering system is "broken'" For 6 mos.''? Bottom line: They should NOT be working with people who DEPEND on them to get around to Doctors, Shopping, etc... If they REFUSE to return calls, BEFORE the sale, its OBVIOUS that the service will be even WORSE!DISABLED & ELDERLY people have a VERY hard time try to get around.This is even WORSE than a bad car dealership! Healthy ppl CAN ADAPT, SICK, HANDICAPPED, ELDERLY PEOPLE CANT! THAT WHEELCHAIR IS OUR WORLD!!Ive been so chronically ill, We dont know at times if Id even BE HERE for Next summer! I lost an ENTIRE YEAR due to them not calling & saying,nwe are ____,, it might be best if u went somewhere else!Ive been in business ALL my life, YOU DONT TREAT PPL LIKE THIS.(UNLESS YOUR IN IT FOR JUST THE MONEY!!)They KNOWINGLY & INTENTIONALLY work the system, as evidenced by a pattern that is consistent with companies that commit FRAUD!ELDERLY & DISABLED People deserve BETTER SERVICE than this!PLEASE SEE MY REVIEW of them on your site!This is a SERIOUS, BUYER BEWARE SITUATION PS ... Why is there 5 complaints, but Only ONE is shown (1/5)?

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/10) */ 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.

*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. ↩