Business Profile
Wheelchairs
NumotionHeadquarters
Complaints
This profile includes complaints for Numotion's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 63 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/20/2022
Type:Status:ResolvedMore 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.
Numotion is the company I'd like to file a complaint against due to my electronic wheelchair repair. The battery was replaced and continues to shut off (after charging it well over the night) while trying to cross a busy ************* street. I am disabled and have an amputation to the right leg. You would imagine how difficult it is for me to walk. This is my only mode of transportation. My aide has to push me while holding grocery bags. This has been going on since December of 2021. It is time for the Empire to give me a new chair. Numotion has not made any significant repairs to my chair so that I may use it. The battery is not the problem its something else.
Business Response
Date: 09/21/2022
BBB
290 *********************************************, Suite 102
***********,** 01752-4705
September 21st, 2022
Re: *********************** Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about *********************** for ***************************. 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 ** at **********************************************************************************************. You can also email ** at *********************************************** Or call *************.
Yours sincerely,
*************************
Customer Experience TeamCustomer Answer
Date: 09/28/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
Date:09/19/2022
Type: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 suffered a spinal cord injury in ********* last November. While I was in rehab at ******************* Numotion arrived for a wheelchair evaluation and the insurance I had at the time agreed to the charges. They did not pay the $700 required for customization. I paid that. Numotion did not deliver the wheelchair while I was in rehab. They said they would deliver it in 2 or 3 weeks to my home in ***. My ******* ************** that had approved the cost and I had that insurance until the end of February. No word from Numotion, no wheelchair was delivered and they never explained why. Then, I got involved with there medical supplies department. After they transferred my account to ***, it was nothing but trauma, frustration, anger and usually no catheters. They told me after 10 months that they did not take *** ******** and they disappeared entirely. I want my $700. I will probably *** for pain and suffering. Thank you very much, ***********************Business Response
Date: 09/20/2022
BBB
290 *********************************************, Suite 102
***********,** 01752-4705
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 ** at **********************************************************************************************. You can also email ** at *********************************************** Or call *************.
Yours sincerely,
*************************
Customer Experience TeamInitial Complaint
Date:09/06/2022
Type:Status:ResolvedMore 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 had some repair work done on a device called a smartdrive that goes on my wheelchair to help with mobility. The repair was done but when I received the *** from my insurance, they billed my insurance over $18000. The cost of a brand new smartdrive drive range from $6000 to $7000. Insurance still paid over $8000 which it still higher than a new device. I have tried calling billing, have emailed a representative, have called customer service and I cannot get anyone that can answer or help with this issue. Even during the repair process, it was impossible to get help from them.Business Response
Date: 09/07/2022
Better Business Bureau of Eastern ME, **, **, & **
290 *********************************************, Suite 102
***********, ** **********
Phone: ************
Fax: ************
September 7th, 2022
Re: *********************************, Case Number # ******** was filed on 09/06/2022
Dear Better Business Bureau:
We refer to the above and your recent [request for customer records/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 ** at **********************************************************************************************. You can also email ** at ****************************************************************************** call **************.
Yours sincerely
*******************************
Customer Experience TeamCustomer Answer
Date: 09/07/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************************Initial Complaint
Date:08/26/2022
Type: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.
NuMotion brought my new power chair to my house took it apart to get it in the house assembled it then left. The technician didn't care if I could use it anywhere in my house. Then in 2021 I called because my seat and casters were having issues the tech came out and fixed the caster. A couple weeks went by so I called to see where my seat and other parts were and they told me then it would cost me $600+ copay. I am on disability and don't have that kind of money up front. Then again in the beginning of 2022 I called because my chair wasn't charging properly. They ordered the parts but then again silence. When I called them to find out where the parts were they told me I had a $185 copay. On Aug 24th the technician was supposed to come to my house again because the mounting screws for my seat broke and the seat is free floating My appointment was confirmed on the 23rd for between 11:42AM and 3:42PM. The technician tried calling me at 9:15AM and then again at 10:15am. I called him back at 11;15am and he did not answer his phone. At 1;30pm I called his phone again and he answered then said I'm sorry you missed your appointment. I called NuMotion upset because he decided not to come out. Then finally on 8/26 I called again to find out when they were coming back out and the district manager talked to me like a child denying all my claims about never being called back with the copay prices.Business Response
Date: 08/29/2022
Better Business Bureau of Eastern *************,
*****, ************, and *******
290 **************************************** #***
***********, ** 01752
August 29, 2022
Re: ***************************** case #******** was filed on 08/26/2022
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 ** at **********************************************************************************************. You can also email ** at *********************************************** Or call **************.
Yours sincerely,
*************************
Customer Experience TeamInitial Complaint
Date:08/18/2022
Type: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.
We got a brand new electric scooter from NuMotion in *************** ** in October 2021. We were in ******* the week of June 12, 2022 and the battery wouldn't last 6 hrs on day 1 with less and less hours of use each day we used it. The last day it didn't even last 2 hrs even with it plugged in each night. We kept trying to contact NuMotion in ******* to repair with very little avail. We then returned home and finally got in contact with the *************** numotion but took several weeks for them to contact us to schedule a repair. July 26, 2022 a repairman was out to look at it and said I need a new motor. He would contact us in a couple days. It is now August 18 and still not call back. I emailed and called numotion but not call back/response. My son needs the scooter for school which starts in a week. I even called the the manufacturer and no order for the replacement motor was placed. We don't know what else to to besides call a lawyer.Business Response
Date: 08/19/2022
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 ** at **********************************************************************************************. You can also email ** at *********************************************** Or call **************.
Yours sincerely,
*************************
Customer Experience TeamInitial Complaint
Date:08/16/2022
Type: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.
NuMotion picked up my ********** ****** assist for a manual wheelchair) April 26, 2022. I had to call 6 times over the past 6 weeks, each time getting told someone in repairs would research and call me back within 24 hours; the call backs never happened.The first week of August I was at the shop for unrelated damage to my chair caused by an airline. After that appointment I received an email with contact information for someone new in repairs. I emailed ****** about ************* and lack of response and she promised a response the following business day. 2 days later I emailed again as I had not heard back, ****** responded that it turned out ************* had been lost and a new one would have to be ordered with no estimated length of time I would have to wait.I depend on the ********** to use my wheelchair safely and efficiently and have been causing shoulder damage these past ***** weeks without it.Business Response
Date: 08/16/2022
BBB of Middle ********* and Southern ********
***************************************************************************************************** 01752-4705
August 16, 2022
Re: ******************* Re:Complaint # *******
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 ** at **********************************************************************************************. You can also email ** at *********************************************** Or call *************.
Yours sincerely,
*********************************
Customer Experience TeamInitial Complaint
Date:07/22/2022
Type: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.
In May one of their drivers hit our mailbox, proceeded to pick up the pieces, go to our neighbors to pick up the donation they had for the company and then leave. Not once tried to contact us. All of this is caught on our ring camera. We contacted ****** with the company who had ************************* e-mail us, both have stated legal will be contacting us. Two months later and still nothing. ***** has stopped responding to e-mails and ****** has only returned one call.Business Response
Date: 07/26/2022
Hello, ******. Thank you for bringing this to our attention. The appropriate leadership team has been looped in and we have requested contact be made at first opportunity. Thank you.
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