Business Profile

Wheelchairs

National Seating & Mobility, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wheelchairs.

Complaints

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

Customer Complaints Summary

100 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/12/2024
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 father is quadraplegic and has to rely on using the power wheelchair to go to visit doctors and therapists. In early December, the wheelchair showed an error message about broken cables (although the chair was able to move and use), I called the National Seating and Mobility and got the earliest appointment 4 weeks away which was on Dec 22nd 2023. We visited the National Seating and Mobility at ********, **. After the technician checked the wheelchair, it was found that cables in the wheelchair had issues and he went ahead opened a request to order new cables and replace them. The technician also said usually the wheelchair should be able to function until the new cable is ready and replaced. The order was initiated (# ***-3534822) but the funding department didn't send to the doctor's ****** asking for presciption until Jan 10th ****. The doctor's ****** was quick and approved the request the next day - Jan 11th ****. Unfortunately, on Jan 10th ****, the wheelchair was not able to turn on anymore (even though it has sufficient battery) and I called National Seating and Mobility and a technician concluded that it is a hardware issue and the only way to have it resolved is to change the cables. There is nothing we can do now until the parts arrive. There is no loaner wheelchair that my dad can borrow. We will probably wait another 2-3 months before we get the new parts and get them replaced. What we can do with my dad? We cannot bring him to see doctors while he has rountine doctor visits to make sure he is not in critical situation. The customer reprensentatives I talked to always pointed to that the order needs to wait for doctor's ******** and insurance companies ******** so that's why it has to take a long time. However, this is not the case for us. For his previous orders happend in Sept 2023 while the battery was broken, doctor's ****** took 1 day to approve the order, the insurance companies approved the request within 2 days.
Business Response
Date: 01/16/2024
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: 01/16/2024

Complaint: 21134093

I am rejecting this response because BBB doesn't have an option for me to wait for the company NSM to resolve the issue after they acknolege they receive the case. Since the issue is not resolved yet, I cannot choose "Accept the response". I am glad that NSM is going to investigate and am really looking forward my case to be resolved ASAP. Thanks.

Sincerely,

*******************
Business Response
Date: 01/17/2024
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. The client was happy , we informed her that we are holding a spot or appointment for her Feb. 2 nd and informed her the parts *** not be here in time but we will *** every attempt to expedite her order. Daughter was very appreciative and apologized for the complaint. We asked that you close this ticket.

Thank you,
NSM
Initial Complaint
Date:01/11/2024
Type:Service or Repair Issues
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.
My husband, **************************, was provided a custom wheelchair from this company in September, 2022. He suffers from Parkinsons Disease, Type 2 Diabetes, and his right leg was amputated above the knee in July, 2022. The wheelchair delivered to us was completely insufficient to meet his needs. It is too short, the seat and wheels are too low, the seat extends beyond the very short arms on the wheelchair. We were told in October, 2022 that this chair would be fixed to meet his needs. After months of calling with no response, we did not know what to do. After a recent hospitalization, the therapists in the rehabilitation unit wanted to see this chair. They were appalled and said it is totally inadequate. As his disease progressed, he can not get up from this chair without help. The physical therapy contacted National Mobility and the fed them a line. After promising we would have this fixed immediately, they will not return phone calls or texts. My husband needs this chair fixed immediately or for them to provide another chair that he can use. We are desperate! ******** paid this company for the chair.
Business Response
Date: 01/22/2024
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
Business Response
Date: 01/24/2024
NSM scheduler states: I have reached out to *********************** and I am going to have to move around some patients on Thursday and Friday to fit in to their schedule but that should be possible. She just stated an additional change needing to be made outside of what was discussed with me and in her complaint, but I think this chair in stock will meet their needs of the issues he has been having. She is stating he needs bigger wheels to make the seat higher off the floor, but larger wheels are not necessary to raise the seat to floor height. I will update this thread when a day/time as been confirmed with ***** and then after I deliver and fit it with *********** NSM will continue to review and communicate with the client. We asked that you close this ticket.

Thanks,
Customer Answer
Date: 01/28/2024

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.

Sincerely,

***********************
Initial Complaint
Date:01/10/2024
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 have an electric wheelchair. I am a paraplegic stage four ulcer. I have been waiting on parts since the day I got the wheelchair. It started falling apart. They keep taking orders saying theyre going to fix it. Its been another nine months already. I have not got received my water back. Still waiting on parts. Still waiting on insurance claim so they say I keep getting the runaround. Nobody is helping me all I want is my chair to be fixed to be home thats the only way I can get around and do anything for myself independently. I need help all I want is my chair fixed my stage four ulcer is getting worse because I dont have a correct wheelchair.
Business Response
Date: 01/11/2024
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:01/08/2024
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 just found out about this and am furious. My father is ********************************** and lives in *********, **. He bought a wheelchair from National Mobility in ***********, **. and has been waiting OVER 2 months for a charger for it. He is 91 years old. They have given him one excuse after another, including telling him to go to *********** and they would help. *********** is quite a distance from ********* and he is 91 years old. Then they told him the company was closed for inventory. He has been without a wheelchair for OVER 2 months. This is NOT customer service! One week is too long to be without a wheelchair, 2 months is unacceptable! I don't know how much he paid for the wheelchair but I know it was expensive. This company needs to replace this wheelchair immediately and make this right. My dad can no longer walk and a wheelchair is a necessity so would you please intervine and ask this company to get my dad in another wheelchair immediately as they just keep giving me excuses. I am in ****, ******, **** miles away from him and feel so helpless so I am asking you to help please. They should also compensate him.Thank you so much for your help!*************************** ************
Business Response
Date: 01/08/2024
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
Customer Answer
Date: 01/17/2024

Complaint: 21103519

I am rejecting this response because: They did NOT contact my dad. He has called them several times and they finally told him they
would order a charger. He has not received it. They have also been billing his insurance APWU ***************************** $800 per month for "durable goods" of which he has received NOTHING.

Sincerely,

***************************
Business Response
Date: 01/19/2024
We have spoken multiple times. I can attach a copy of the Fuze log that shows two connected calls for reference upon request. Also, Fed Ex tracking shows the charger was delivered 3 hours ago. Fed Ex tracking #************. As far as billing, I am also happy to provide signed delivery tickets that show a power wheelchair was delivered to the client which may be the durable goods being billed as rental the complainant is referring? We are not billing for the charger as the *** is still being billed as a contracted rental. Please let me know if you know if you need additional information. Thank you!!!
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:01/03/2024
Type:Delivery Issues
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 contacted NSM in November 2022, with a prescription from my doctor to order an electric mobility chair. (MSN #***-3183259) NSM finally, after several calls, sent a tech to measure me to order the chair in February 2023. The tech advised me it would be approximately one month before delivery and would contact me to deliver the chair. I have called NSM at least once a week, and I leave messages. No one returns the call or if I do talk to someone they say they will research to find out what is taking so long and call me back, No one ever calls me back. This has been going on for well over a year, I have polio and post-polio syndrome. I'm 68 yoa and in dire need of this wheelchair to accomplish daily activities
Business Response
Date: 01/03/2024
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: 01/05/2024

Complaint: 21086276

I am rejecting this response because: I have not received the chair. I have been told several times, over the past year, that it should only be a couple of weeks. I will believe it when I see it.

Sincerely,

*******************
Business Response
Date: 01/09/2024
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: 01/10/2024

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, at this time. I am still waiting on delivery

Sincerely,

*******************
Business Response
Date: 01/11/2024
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
Initial Complaint
Date:01/02/2024
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.
They take way too long for any repair and seldom answer a phone call. We postponed a repair because I had Covid and didnt want a chance of spreading it. We had to reschedule because we cared about the repairman. This put the repair over a month and its still not fixed. The manual chair Im using is hurting me. I need my chair fixed!!!!
Business Response
Date: 01/03/2024
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:12/11/2023
Type:Service or Repair Issues
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.
My daughter's wheelchair needs some repairs done ASAP. The whole process has taken way too long and even though they've had the parts for a month no one has contacted me to schedule an appointment to do the repairs. Also when i call no one answers. It asks to leave a message but no one calls back either. It has been a nightmare to deal with them. I just want my daughter's wheelchair fixed but i dont know what else to do since i cant get anyone on the phone
Business Response
Date: 12/12/2023
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
Customer Answer
Date: 12/17/2023

Complaint: 20989543

I am rejecting this response because: they received the wrong parts and not only did they not tell me but they didnt exchange them until i contacted the BBB.

Sincerely,

*****************************
Business Response
Date: 12/19/2023
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
Business Response
Date: 12/19/2023
some of the original delays were because the manufacturer sent the wrong parts, and they had to be reordered, we have now received the parts and have scheduled delivery for 12/22/2023. Thanks!
Customer Answer
Date: 12/21/2023

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.

Sincerely,

*****************************
Initial Complaint
Date:11/13/2023
Type:Service or Repair Issues
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.
Our problem started early on Thursday November the 9th, 2023. We use a ***** manual lift to transfer our Quadriplegia daughter back and forth between wheelchair and bed. On this morning the rear wheel just broke in half. The ***** lift is unusable. We contacted NSM representative and explained our situation. She is fully aware my wife and I are 72 years old and caring for our disabled daughter. She has been to our house previously so knows our situation. Our only means to transfer daughter now is physically by the two of us. She says she will contact her office employees and see if they can remove a wheel from a lift in their office and possibly overnight to us. This is around 8:30am. At 11:22am, we have not heard anything from NSM. My wife called their office and gets a person we have dealt with before. She says she knows nothing about a broken wheel and transfers call to original NSM reps ********** Throughout the afternoon we repeatedly tried reaching someone with NSM and got NO response. Late Thursday afternoon I send an email to the original NSM contact asking for any update. Then all day Friday, November 10th, we receive no response from NSM. We continue to try via phone to reach someone. We still have NO means to transfer our daughter. And have been given NO options as to how or when we can resolve this CRITICAL situation. Do we need to rent a lift? Do we need to buy new lift? Can we get a new wheel? Not one option or assistance given. In the mean time, my daughter suffers because my wife and I cant get help with a lift sold to us by NSM. It is now Sunday, Nov 12th. Desperation point now reached. I cant find any NSM corporate customer service number to call. We live in a rural area and have no options for another DME provider. Plus we have other equipment purchased from NSM following my daughters accident.
Business Response
Date: 11/13/2023
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
Customer Answer
Date: 11/15/2023

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.

Sincerely,

*********************
Initial Complaint
Date:11/08/2023
Type:Delivery 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 have received my chair about 5 months ago and have had nothing but problems with it. I am paralyzed and cant walk and this is the least of their concerns. They charge ******** for free parts that is warranted and refuse to fix my chair. It took multiple tries to get them to put the order in when they failed to do so for 2 months. And when they did they didnt even put in the things I needed. My wheels have fell off and they order just a cushion cover. Ive been without my chair and mobility for 1 1/2 months now and it becomes depressing that I cant have my freedom cause companies like this rob us from it to make money.
Business Response
Date: 11/08/2023
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
Date:10/12/2023
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.
***************************, age 89 is confined to a mobilized wheelchair, he cannot walk or stand. He is very sick with advance congestive heart failure, partial paralysis, severe vascular disease, urinary retention requiring a permanent catheter along with other serious medical conditions. The problem with his battery/charger is it does not keep its charge. When fully charged, within the hour, it goes to zero. He cannot move around the house in fair he will be stuck in the middle of the floor because he is by himself at times. Going to the doctor has very difficult because we have to walk with the broken charger and charge his wheelchair while we wait for his appointment. Since July of this year, I have contacted National Wheel Chair Mobility (NWCM) about these issues, they started the process to replace his battery/charger and 4 months later, he is still waiting. I have made various calls to NWCM repair department, left messages, and no one have returned my calls. At the end of August, I called NWCM and finally got an answer from an employee. She informed me that there was an appointment available the following Thursday for his repair. That Thursday, we waited and waited and no one showed up. I again made various calls and again got no response until today, October 11, ****************************************************** why I called the headquarters and complaint, she was screaming to the top of her lungs at me and this 89 year old sick man, who cannot get around as I was disputing her telling me that the only available day they have is November 30 and she slammed the phone down on me. I am furious as she was not only unprofessional but not sympathetic or caring about this man and the fact, he can't move around freely because of NS&WM inability to fix his broken wheelchair 3Since July of this year, I placed a call for repair of his wheelchair battery or charger. The charger does not keep its charge at 100%, within an hours time, it goes to zero.
Business Response
Date: 10/13/2023
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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

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