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Business Profile

Wheelchairs

National Seating & Mobility, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wheelchairs.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:05/22/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 a wheelchair delivered after many months of unusual waiting (Late July ordering date to Dec 2023 delivery number 1). The wheelchair was immediately noted to have issues and I emailed the company my complaints. They said "it was fixed" and redelivered it while they ignored my complaint that it was a "bad weld". I showed their worker and I refused to take it the day they brought it to my house. It clearly made me run into the walls. They agreed it was a bad weld. I am still waiting for the repair. Setting my emotions aside, I reflect now to you that my insurance paid and I paid my copay prior to the first delivery, I would expect more attention and communication being that we are all paid up and a solid client of theirs for 10 years. The last communication was from ***************** on April 9th. My insurance advocate talked to the secretary today, *********, and she gave a confusing and useless update. She said the "authorization went through" and "the part was being delivered". This made no sense because *** said he mailed my chair back to be re-welded. "Thanks for checking. The chair was shipped back on Wednesday." *** wrote, "Myself or **** will follow up with them early next week to make sure they received it and ask how long for the replacement." Nobody has followed up with me since April 9th and ********* did not have a timeline for delivery. So, they are not doing their job even according to how they said they would do their job. Please help me force them to do their jobs. My options for wheelchair ordering are severely limited out here, if not monopolized by NSM for this type of issue and running it through insurance. I opted to go through the only insurance option who is half way knowledgable. Thank you for your help, 30 year wheelchair user and teacher in CCSD, ***********************. See screenshots of my most lates and important email communications.

    Business Response

    Date: 06/06/2024

    We received member's warranty frame on May 22, 2024, and we then delivered the new manual wheelchair frame on May 24, 2024. Member is in possession of her new equipment. 

    Customer Answer

    Date: 06/09/2024

     
    Complaint: 21707740

    I am rejecting this response because: There was an email stating that National Seating and Mobility had a new set of hand rims that were for my chair, and were available This was false. I am waiting for the new hand rims that will fit the wheelchair. I heard they are ordered but the timeline should be reasonable. It was supposed to be settled Friday May 5th, hopefully this will be settled this week. 

    Sincerely,

    ***********************

National Seating & Mobility, Inc. is NOT a BBB Accredited Business.

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