Complaints

This profile includes complaints for National Seating & Mobility, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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National Seating & Mobility, Inc. has 16 locations, listed below.

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• 

  National Seating & Mobility, Inc.

  320 Premier Ct S STE 220 Franklin, TN 37067-8252

• 

  National Seating & Mobility, Inc.

  1120 Elm Hill Pike # 170 Nashville, TN 37210-3518

• 

  National Seating & Mobility

  117 N Keystone Ave Sayre, PA 18840-1403

• 

  National Seating & Mobility NE

  160 Algonquin Pkwy Ste 2 Whippany, NJ 07981-1651

• 

  National Seating & Mobility, Inc.

  625 Broadway Unit C Bangor, ME 04401

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:03/21/2024

  Type:Product 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.

  This is in regard to Order# ***********. I just had my son's ATP, ***************************** (************* #***) threaten to cancel my 5 year old Special Needs/Disabled child's sit-to-stand medical equipment. Apparently, she was unhappy during the extensive email traffic that I pointed out very obvious things that were the responsibility of NSM and not me.My son's Physical Therapist received an email from ******** that was forwarded from ********************* (Funding Specialist) that ****** received push back from the pediatrician's office because they didn't know who ordered the equipment and why. Instead of looking at the paperwork that included my son's Physical Therapist information as well as the information for the medical necessity ****** emailed ********. ******** email PT asking if there was a different doctor to send paperwork to because of the "pushback" they were receiving instead of replying to ****** to give her the necessary information.I sent an email to ****** and ******** asking why this was a problem when they already had all of the information. A reply from ****** was received stating I should call the pediatrician and let them know that. I'm not the middle man. Your office is perfectly capable of calling the pediatrician and letting them know the information you are already in possession of. after a little back and forth relating to the previous the appropriate information was sent to the pediatrician by *************** response, ******** sent me an email to state that the issue with relaying the information to the pediatrician is somehow my insurance company's fault? Which made zero sense. I informed her the issue was clearly a communication issue on NSMs side. Her reply back was essentially a complaint that if the paperwork/equipment doesn't move forward from this point that it's not her/NSMs problem (oh well) and then she indirectly threatened to cancel my disabled son's necessary medical equipment because he outgrew his current one.

  Business Response

  Date: 03/22/2024

  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 Answer

  Date: 03/29/2024

   
  Complaint: 21465689
  
  I am rejecting this response because:

  the company has made zero effort to make contact or make arrangements for a new ATP to take over the order, nor have they attempted any acknowledgment of the problem outside of their canned BBB response they send to every BBB complaint.

   Reflecting on my previous experiences with the company I already knew they would make no attempt and their company values are clearly demonstrated by their employees behavior toward the disabled. 

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

  Business Response

  Date: 04/02/2024

  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 Answer

  Date: 04/02/2024

   
  Complaint: 21465689
  
  I am rejecting this response because: although I do have a missed call from NSM in the last 24 hours that I have not been able to return, it is clear that NSMs response about communicating with me and resolving the issue is a blatant lie. NSMs company values are very obvious at this point. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/04/2024

  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 Answer

  Date: 04/05/2024

  Im a little confused as to why you closed the complaint and stated that the company has adequately resolved the issue when:

  I informed BBB that NSM hasnt spoken with me and has not addressed the issue with me. They left a voicemail and I returned their call but got their voicemail system as well. No one has communicated with me from the company about the issue and no one has addressed the issue. I fail to see how it can be closed due to the company contacting me and resolving the issue when they havent spoken to me at all. 
  

  Does this BBB branch have a BBB profile so I can file a BBB complaint against the BBB branch?

• Initial Complaint

  Date:03/19/2024

  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.

  Hello, ****** national seating and mobility, specifically the employee ***** does not return phone calls or emails and myself along with my 9 year old daughters physical therapists have been attempting to reach them for help for weeks now. Her wheelchair from their vendor is broken. This is her only means to get around. We have been asking over and over for a date for repair with no response. When we use the ************* national seating they are lovely and we never have this issue.

  Business Response

  Date: 03/20/2024

  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  

• Initial Complaint

  Date:03/12/2024

  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.

  My diabled 2 year old daughter was fitted for a ****** on 9/7/2023 by National Seating and Mobility in *******, **.I was told the ****** would be ordered and should be in within 4-6 weeks. After 4 weeks, I called to check on the status. They told me that the order was dated incorrectly by doctor so they were waiting for him to fix that. I told them that I could run by the doctor's ****** and get him to sign or fix whatever they needed....just let me know! They said they would call me back after speaking to a supervisor. Two more weeks go by and I didn't hear from them. So I called again. They then told me that they didn't have documentation from the doctor. I was fustrated and explained the previous conversation to this person. She said they would call me. Oct 31st come and I still haven't heard anything from them, so I call again. I'm told this time that they have everything they need and the status is that it's waiting to be sent to insurance. I get a call later that day that it has been sent to insurance. Mid Novemeber we realize that our Insurance was discontinued. So now the ****** will not be paid for 100%I make a compaint to NS&M and someone within their ****** says to me that they screwed up and they have new employees. I shouldn't have had to wait 3 months for this to get sent to insurance. They said they could offer me 20% off the ******. My fustration is that if they have billed it timely, it would have been free through our insurance. Plus they admitted fault to me. At this point we can not afford the ****** and so my disabled daughter is unable to walk without it.

  Business Response

  Date: 03/13/2024

  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 Answer

  Date: 03/14/2024

   
  Complaint: 21421491
  
  I am rejecting this response because:

  I was told by the ******* office numerous times that this has already gone through corporate and their new resolution each time admitting that they are at fault and giving me  20% off the ******. I expain each time the whole story and how if they had taken me up on my offer to get what they needed from the doctor or if they had done their jobs correctly and billed the walked timely, then the ****** would have been free to us.  Why should we have to pay anything for the ****** when they have admitted fault?  

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

  Business Response

  Date: 03/15/2024

  In completion of our investigation into the recently received BBB Complaint, NSM determined there we some minor delays, because the company was not receiving all required information from the clients physician.  However, the overall timeline for completing the approval processes required for ordering and delivering the ****** did not fall outside our standard turnaround timelines.  On 12/6/2023, prior to delivery of the ****** while checking insurance eligibility, NSM determined that the clients insurance had cancelled, which is out of NSMs control.   That same day, NSM phoned the clients parents to request the new insurance information.  The parents confirmed they did have new insurance, but for some reason, they refused to provide the new insurance information, and requested they receive the ****** for free.   If the clients parents had provided the new insurance information, NSM could have submitted the information for approval under the new insurance carrier, because all of the required medical information had already been obtained.  At this time, NSM is happy to expedite a request for authorization for the ****** under the clients new insurance payor, but the parents must supply the new insurance information.

  Respectfully,

  NSM

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21421491
  
  I am rejecting this response because:

  If there had not been a delay as you have admitting there to being, the ****** would have been ordered and delivered while we still had *************** and therefore would have been covered 100% by that insurance.  Due to the fact that National Seating and Mobility did have a delay in our service, we no longer had the *************** and had to obtain private insurance which comes with a very high deductible.  Therefore we would have to pay 100% out of pocket for the ****** that should have been free to us if National Seating and Mobility had done their job timely.   Why should we have to pay full price for the ****** when we weren't the one making mistakes. In fact I offered multiple times early on in the process to help them obtain what they needed from the doctor in order to speed up the process.   Never once was I called to be informed of how I could help.  Never once was a called and given an update on any of the delays.  So not only did they do their jobs incorrectly when processing our order, they provided zero customer service on updating me with the status.  I had to call in and request an update on the status of the order and each time I was given very vague information and told someone highier up would have to call me back.   

  This is not how people should be treated.  More importantly people with disabilities should not have to wait over 3 months just to get an order submitted to insurance for a vital piece of equipment.   My daughter still does not have the ****** she needs in order to walk because we can not pay full price for it.  

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

• Initial Complaint

  Date:03/11/2024

  Type:Product 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.

  Terrible service out of ********** **. I bought an expensive electric wheelchair in January 2023. Over 20k. I wasnt happy with the footrest and so was told I could swap it for a different one no cost. I also needed thigh guards to be added for a cost. I have waited and waited for this to happen but the sales person has continuously been ignoring my request for over a year now. I have been repeatedly ignored by emails and phone call attempts. I got a couple emails saying they were sorry and would get on it, then nothing. I requested updates and still ignored. Seems once they get your money for the big purchase they dont care to help you any further. It is now March 2024 and STILL they will not address my requests, emails ignored. I called the store was told message would be passed on, no return call NOTHING. I am now stuck with an inadequate footrest, will have to go somewhere else and pay for one when this was supposed to be a free swap. I will have to find the thigh guards elsewhere. Disgusting way to handle clients who have disabilities. Will never use their service again. Big regrets. I wish I gave a different company my business.

  Business Response

  Date: 03/21/2024

  Hello ******

  We have looked into this matter and can confirm that we dropped the ball on this one. We delivered the chair to the client and agreed to replace one of the footrests with something more appropriate which never happened. I should add that this chair was never paid for and still sitting as an aged receivable. Nevertheless, we value our clients have left messages, both telephonic and email, to reach this client to resolve the matter and to date, no calls or emails have been returned. We will continue to try. Please advise if you have any further suggestions to reach a resolution.

  Sincerely

  *********************** (Regional Area Director) ************

• Initial Complaint

  Date:03/07/2024

  Type:Customer Service 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.

  Received a rude message from ****** at the ********** office stating that I "called **********' hours" and that they were "too busy."Please educate Employee that this is a completely inappropriate way to speak to clients and goes against what customer service is supposed to be. Negative attitudes need to be left at the door and NEVER conveyed to clients, especially on a personal level.

  Business Response

  Date: 03/08/2024

  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  

• Initial Complaint

  Date:02/29/2024

  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.

  My son had a delivery made to him at our home on Dec 12th of 2023 at 1pm.During that deliveryit was deemed that the stroller was too high for him and that the headrest did not properlyfit him. The choice was made to have the stroller taken back to the office and have it looked at. A second deliverywas made the next day at about 9-9:30am during this delivery it wasverballyexpressed to myself that 2 alterations weremade to his brand new stroller.1. being that they shaved downthe bars on the height adjustable back support plate to see just how muchthey could get it lowered in order for it to safely and properlyfit. However, that was unsuccessful.2. Being that the1st attemptwas unsuccessfulthey made the decisionto completelyremovethe height adjustable back supportplate. At the time it was expressed to us that this was the only option available. However yesterdaychanged everything for us. My son was making his way to school when his 5 point harness straps came completely undone. Our skilled nurse was unable to safely securehis straps. We thenplaced a call to NSM to have a trained techniciancome to his school. The tech was there for about 2 hours and made his best attemptto fix his straps but ultimately admitted that he had no knowledgeor experiencein workingwith this specific stroller. And missed the fact that the back plate was the key to getting the harness straps reinstalled.The discovery wasn't made until our reached home for the day that the stroller was unsafe to use.There was never a moment that his 5 point harness strap were correctly installed. For 74 calendar days our 7 years old was at risk of falling out of his Stroller.For 53 school days he was at risk for seriousbodily injury/ and or death while being transported to and from school in the event of a car accident or any sudden stop. My frustration as a parent is great but my DISTRUST in NSM is greater.

  Business Response

  Date: 03/01/2024

  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  

• Initial Complaint

  Date:02/20/2024

  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.

  ******** purchased a mobility-powered chair for my wife. She called a bad cable error code and a tech came out on the 9th Feb. 2024. He said he would order the part but has not been ordered. We contacted the manager for a resolution for this problem since she is chair-bound and we have been scheduled for vacation for over a year. The manager informed me today the 18th Feb. 2024 that the part would be ordered today and could be repaired by our departure date. I informed her that I filed a complaint with ******** since we have been getting this type of service for over 6 years. These chairs are way overpriced to ******** so they can get what they feel they should make on the sale.My wife has MS and needs this chair to get around. The resolution is repair completion before leaving and this business be held accountable for the way they treat handicapped personnel. It's almost discrimination against the handicapped. All they care about is getting money from ******** for the purchase and giving poor support once// it is paid for.

  Business Response

  Date: 02/20/2024

  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  

• Initial Complaint

  Date:01/22/2024

  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.

  In March of last year my sons developmental specialist put in an order for a sleep safe bed. It was denied. She put the order in again and we have yet to hear anything. This bed could determine the safety of my child as well as my other children and my husband and me. It is ridiculous that it has taken this long to get approved for a bed that could potentially save someones life. I would very much appreciate it if someone would at least respond to us and tell us whats going on.

  Business Response

  Date: 01/23/2024

  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  

• Initial Complaint

  Date:01/18/2024

  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.

  My dad received a new electric power wheelchair less than 2 years ago. In October, the right arm (with his controls) broke off. We had to move the controls to his non-dominant hand while we waited for NSM to order parts and repair. My dad did a virtual appointment in early November, the technician said he ordered the parts, and we waited. My dad called in early December and the parts were never ordered with no record of the virtual visit. I technician came mid/late December and again said he submitted the part order in front of my dad. My dad called today, and the parts have not been ordered - they say that they need doctor's ******** and haven't been able to reach his doctor. This is the first he has been told that a doctor's note is needed and they did not proactively reach out to say they were waiting on anything. This has gotten extremely frustrating as my dad is using his wheelchair without an arm of one side, navigating with his non-dominant hand. I am very upset with the customer service and communication. I have called several times to leave a message and didn't receive a call back. If there was any other company to use, I would.

  Business Response

  Date: 01/18/2024

  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  

  Business Response

  Date: 01/19/2024

  I have called the daughter **** and she was appreciative for the call and the resolution I have provided. The notes in ** have been updated and my employees involved are aware of the resolution and the urgency of the task at hand.  Thank you and let me know if you need anything else. Have a wonderful day, 

  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

  Date:01/16/2024

  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.

  My daughter has been waiting 2 years for her wheelchair. Also, she cannot use her standing frame (essential to health) as we are waiting for this company to provide an electrical cord for months. The office staff is rude and unresponsive after they made a mistake on sending a technician to my house when I told them I wouldnt be home. The branch manager doesnt answer my calls via phone or email. The billing manger claims she cant reach me after trying but I have no missed calls or emails from her. They are threatening to cancel all of my daughters work orders after gas lighting me and not responding to my calls and emails. To make matters worse, they started corresponding with my daughters father who is out of state and not in her life.

  Business Response

  Date: 01/17/2024

  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