Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/13/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a motorized wheel chair from National and it had started leaking grease on my carpet in the bedroom and on the wood floor in the living area. After I called it took 2 months for them to come out. First it was the insurance, then the *** had to sign. then the Technicians were sick. A Tech finally called and said he couldn't make the appointment so I called and complained. The Tech called and wanted to know if I wanted him to come at 8PM and i said yes. He finished at 10:30PM. That was OK with me. Then I couldn't use my seatbelt because he had would it around the armrest and I couldn't get it out. So I called and complained and a Tech came and unwound ****** the chair is leaking all over the floors again and I rent this apartment so the owners are making me pay to clean the carpet where the grease is all over it.I am now waiting for a call as to when they are coming to stop the grease dripping all over my apartment.I am 89 years old and cannot walk so I need the wheelchair to get to the dining room every day.I am been trying to call them all morning and all the technicians are busy on other calls. After a long wait, an operator will come on the phone and say so and so is not available and hang up so I keep calling and the same thing happens.During 2 calls it was suggested that I get someone here at the facility where I live to look at the chair or take it somewhere close to me and have them fix it. This was ridiculous that they would even suggest that. This chair was paid for by ******** and my secondary insurance.I had a heart in May of last year, I have A-fib and Lymphadema in my legs and feet and I have a lung disease called Histoplasmosis which makes i hard to get my breath, so I need this chair to get around the building. These people at National do not care and are not cooperative at all.All I can say is a member of their family or even they could be in this situation someday and their attitude would be completely different/called many times now

• Initial Complaint

  Date:09/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am beyond disgusted with the service and lack of professionalism and communication with ZERO resolution. My sons wheelchair was provided 2019 and since then has had many issues including the backrest, seat, handles, and breaks. We have been waiting since June 2024 to get his back breaks fixed because both broke off. The tech advised the entire part needs to be reordered. I called 2 weeks ago to follow up since it has been 3 months and no update and to my surprise there was nothing ordered and nothing was being done. All this time wasted for nothing. The *** on the phone opened the request and said she will escalate to supervisor. I requested to get a call from the supervisor and still no call. I called today to follow up because I received a text with an update that said the request was opened yesterday 9/23/24 and they were just getting ready to get insurance approval. I called and requested a supervisor. I was advised she was available and call was transferred but she didnt answer the phone. I left a voicemail but am beyond irate. This cannot continue and I need someone to help and DO SOMETHING TO GET THIS ISSUE FIXED.

  Business Response

  Date: 10/23/2024

  We have been in communication with the client and this has been resolved. 

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in an accident that shifted my personal chair a few inches to the left, so the company came to pick it up for repairs and provided me with a loaner. This happened in December before Christmas but they keep saying that my chair needs new parts. Every time one part comes in, I now need something else. While my chair has been with them I&#**;ve needed two separate loaner chairs because they keep breaking and endangering me. The second chair that I am currently using had its control arm fall off. My roommate had to personally fix both arms so I would be able to use it since it was no longer functional. I feel unsafe in these loaner chairs and want to have my original one back.

  Business Response

  Date: 05/01/2024

  Thank you for bringing this concern to our attention. We have been out on multiple occasions to assist this client with his power chair. He contacted us on 12/11 asking for us to come out and assess for repairs which we did on 12/13/2023 in which we learned that the frame was bent so we brought the chair back to our warehouse to do a full assessment. On 12/19 he then called back in and said he needed us to look at the arms on our loaner that was provided because they were loose and spinning. My technician was scheduled to go back out to tighten the arms. It was reported back by the technician that he ties rope to the headrest of the chair to transfer into it and then turns and drops into the chair putting force which caused some of the loosening of the bolts as well as his large dogs that jump in and out and sleep in the chair. Unfortunately we are bound by the insurance world and had to wait for the doctor to sign appropriate documents, an authorization from the insurance and the multiple parts needed to arrive so we could move forward with his repairs. The parts arrived from the manufacturer on 04/24 and on 04/26 this gentleman was delivered his chair back.