Business Profile

Wheelchairs

National Seating & Mobility, Inc.

Headquarters

This business is NOT BBB Accredited.

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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

101 total complaints in the last 3 years.
25 complaints 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.

Initial Complaint
Date:10/09/2023
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.
I have left 11 messages because nobody ever EVER answers the phone. Ive said I need urgent service. On my last visit on August 28 the repair man said I need a new battery and something wrong with the diagnostics. *** said in my messages something wrong with the joystick I can barely drive this especially around corners. This is URGENT!! And getting worse! They say in their message all calls received by 4 pm will be returned. A LIE!! The worst company EVER!! I never received service from the August 28 visit. Shame on this company!!
Business Response
Date: 10/09/2023
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: 10/20/2023
One repair man came, did nothing. The usualhave to order parts. Please help!
Customer Answer
Date: 10/20/2023
A man came and the same old story, have to order parts!
Business Response
Date: 11/08/2023
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
Customer Answer
Date: 11/08/2023
Oh no way! They said nothing about my repairs since August! They want the ticket closed?! Repair my chair! They are double talking you. Dont fall for it! Please keep open
Customer Answer
Date: 11/09/2023

Complaint: 20707794

I am rejecting this response because:
Date Sent: 11/8/2023 4:40:42 PM
Oh no way! They said nothing about my repairs since August! They want the ticket closed?! Repair my chair! They are double talking you. Dont fall for it! Please keep open

Sincerely,

***************************
Business Response
Date: 11/10/2023
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
Customer Answer
Date: 11/14/2023

Complaint: 20707794

I am rejecting this response because: they dont **************

Sincerely,

***************************
Customer Answer
Date: 11/19/2023
National seating and mobility was supposed to come last Thursday for my much needed repairs since August!! They never called and never came! How do they stay in business?! I cant go anywhere, to doctors or my sons because the battery dies. They said they would give me a loaner while they make my repairs. They are making a fool out of you and me!
Business Response
Date: 11/28/2023
NSM will continue to review and communicate with the client. We asked that you close this ticket.

Thank you,
NSM
NSM just spoke with Ms.********* **** with the client on the line as well. I have scheduled a visit to her home, Once those parts are received, ***** has agreed to let NSM pick up the chair for repairs on a 24-hour turnaround. I will set up a loaner for her to use while the chair is being repaired. I will update all as the plan takes place.
Customer Answer
Date: 11/29/2023

Complaint: 20707794

I am rejecting this response because:

Sincerely,

***************************
are you kidding??! This has been going on since August when the repair man came to say I need very important parts! They are lying to you and me. I repeat I cant go anywhere, general practice and specialist doctors because the battery will die. Do you honestly believe they dont have a battery since August?! I have to go to my neurologist and vascular doctor! Please help!
Business Response
Date: 12/01/2023
NSM will continue to review and communicate with the client. We asked that you close this ticket.

Thank you,
NSM
Business Response
Date: 12/04/2023
NSM has been in communication with the client and her caregiver/aide several times advising we are still needing some medical documentation from her physician, which we have been unable to secure from the doctor. Specifically, we contacted the client/caregiver on 11/16, 11/20,and 11/29/2023. NSM intends to pick-up her wheelchair on 12/5/2023, but any assistance the client can provide in getting her physician to get us the needed paperwork would be very helpful in moving this repair along to completion.

Thanks!
Initial Complaint
Date:10/02/2023
Type:Order 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.
we put in for a shore chair month ago never heard anything sed need to send someone out never sent whats going on im with ******* ** office dr sent what need in month ago sed go it nthere jurking ** agound whaats going on thanks
Business Response
Date: 10/02/2023
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: 10/02/2023
i put in monthg ago in 2023 still not heard nothing called meny time no help at all just run around
Customer Answer
Date: 10/02/2023

Complaint: 20682450

I am rejecting this response because:
i put in monthg ago in 2023 still not heard nothing called meny time no help at all just run around

Sincerely,

*****************************
Business Response
Date: 10/03/2023
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
Customer Answer
Date: 10/04/2023

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:09/29/2023
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.
Six months ago or more I contacted National Seating and Mobility to order new parts for my wheelchair. I was told to connect to a network using my phone to take pictures of the damaged parts needed replaced. I did that and was told that my order would be put in and I would receive a call with an update soon. Months went by and never received a call so I called them and woman told me the the previous employee that took my order never did his job in putting the order in and she assured me she would do this. I called back months later and the same thing happened as before. Nothing was getting done so I called their corporate headquarters where I filed a complaint. This was suppose to get things moving, but nobody ever called me and the process of getting these wheelchair parts that I desperately need was going nowhere. So I filed another complaint with headquarters. Finally the manager of the original division called me and gave me the update that he will put the order in for the parts. That was a month ago. I just called back again and a woman says she doesn't know where there process is in getting my parts and someone would have to call me back. I'm at my **** end with this company, its the same thing over and over and over and over and nobody wants to do their jobs. I need these parts so badly at this point I just need some help. The corporate headquarters doesn't seem to help either. Googling this company shows bad review after bad review. IT's never ending.
Business Response
Date: 10/02/2023
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: 10/05/2023

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:09/08/2023
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.
In March 2023, ************** was measured for a new power chair, as his had died. There were several communications re insurance info, then nothing. Now, after SIX MONTHS of waiting, he is at long last scheduled to move in a few days from a nursing home to an apartment. This has been planned for months. We asked for a loaner until his was delivered. Tonight I was told for the first time that if he leaves the nursing home, he will have to start the process over! National Seating & Mobility wants him to remain in nursing home at least another month to allegedly deliver his chair so he wont have to start again! If they cant deliver in 6 months, why would we think theyll deliver in 7?
Business Response
Date: 09/13/2023
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. We asked that you close this ticket.

Thank you,
NSM
Customer Answer
Date: 09/13/2023

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,

E *****
Initial Complaint
Date:09/06/2023
Type:Product 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 paid the company $1000 deposit. When my insurance paid their portion my copay dropped and national seating owes me the overpayment of my copay which is $165. I have called, emailed, sent texts messages numerous times and filed a complaint on their website but still dont have my refund
Business Response
Date: 09/14/2023
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
Customer Answer
Date: 09/14/2023

Complaint: 20563868

I am rejecting this response because:
I have not spoken to or received anything from anyone regarding my refund. Ticket is NOT to be closed until I receive a refund that is due to me. I need to place a modification order for my chair and will not do so until refund is received. If needed I will find another company to fix the chair
Sincerely,

*****************************
Business Response
Date: 09/18/2023
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,
*************************;
Business Response
Date: 09/18/2023
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
Customer Answer
Date: 09/19/2023

Complaint: 20563868

I am rejecting this response because:
They still have not contacted me so they are not communicating with me. If they have called from a number I do not recognize they have not left a message with a number to return their call. Nor have I received the refund. I will also file a complaint with the insurance company. Do not close this ticket until I receive my refund
Sincerely,

*****************************
Business Response
Date: 09/20/2023
Dear BBB,
After researching the clients file history NSM corporate authorities have agreed to reimburse the client as he has requested for BBB Complaint #********. Client will be contacted by our Area Manager *************** client can also reach out to our **************** ****************** for details.
Customer Answer
Date: 09/29/2023

Complaint: 20563868

I am rejecting this response because:
I still do not have a refund. Please do not close until I receive it

Sincerely,

*****************************
Customer Answer
Date: 10/02/2023
Check has been received. You can close the ticket. Thank you
Initial Complaint
Date:09/01/2023
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.
The company is telling me that they have to take my sons wheelchair to the shop for all service and repairs. This leaves him trapped in bed as he is a spinal cord injury with no ability to move around without it. Im told this is a new policy. The same group is also telling me that even though I want to buy a part out right they have to run it through insurance which means we have to wait months for a new part for his wheelchair. It should not be this hard while working with a company whose sole business is working with people with medical issues.
Business Response
Date: 09/09/2023
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. It is not uncommon for NSM to repair wheelchairs in the shop. The request for an in-shop repair could be related to the type of equipment needed to complete the repair or be associated with multiple repairs that *** require some time to finish, etc.

Thank you,
NSM
Customer Answer
Date: 09/11/2023
The response is generic and only makes a comment on one item of concern. Ill wait for them to contact me as they said they will do but for now they have not even attempted to address my concerns.
Customer Answer
Date: 09/11/2023
The response is generic and only makes a comment on one item of concern. Ill wait for them to contact me as they said they will do but for now they have not even attempted to address my concerns.
Customer Answer
Date: 09/11/2023

Complaint: 20550501

I am rejecting this response because:

Date Sent: 9/11/2023 12:52:43 PM
The response is generic and only makes a comment on one item of concern. Ill wait for them to contact me as they said they will do but for now they have not even attempted to address my concerns.

Sincerely,

***************************
Initial Complaint
Date:08/17/2023
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.
My son has severe autism. ****** already paid National Seating and Mobility for the purchase of a ************ (Disabled bed) for my son. The bed was delivered to National Seating and Mobility and they refuse to call or email me back for delivery and set up. I have called and emailed everyday for a month.and Ive received no response. I have begged them to return my emails and phone calls and explain to them my son desperately NEEDS this bed asap
Business Response
Date: 08/18/2023
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:08/07/2023
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.
I am Para/Amputee. My w/c has NO FOOTPEDAL and has not had one since 2021; I am using a crocheted band to keep my ONE foot from pulling me out of my w/c (dead weight, lost other leg to Osteomylitis so I have only ONE paralyzed leg to balance me which, being PARALYZED, is useless to me); I now have an open wound on my big toe from it; I fell out - 2019 - breaking my ankle, at the beginning of the pandemic and could not get it fixed, so now, instead of the foot being FLAT to balance me, it is now CROOKED and slides out from under me; it took A YEAR (2022 to 2023) to get me 2 *****, 4 casters (which, IMHO, they gave me OLD casters from another w/c because they were dirty and marked when ** put them on) and arm rests - the ONLY new thing out of this order because I think the ***** are used too; (just got all of this last week - end of July); new joystick needed (told the guy, **, who changed the ***** when he came last week, he says "ok I'll order one" BUT I WON'T HOLD MY BREADTH); cannot control turning - they are NOT LISTENING, I leave messages, no one gets back to me; this chair is almost 4 years old (Oct 2019?; $38,000!); I have an Epileptic daughter to take care of alone - no relatives/friends; I do my own self-care, I care for my C.P., Epileptic, hemiplegic, mentally disabled adult daughter, and do the shopping, laundry (laundromat), cooking, cleaning etc. Since NSM are the only ones who do "SPECIAL chairs", I'm stuck with them. They have no pride, or dignity to serve the public and I wish they would go out of biz or someone come down on them as a MONOPOLY!! I thought MONOPOLIES were forbidden with the breakup of *******? What's going on? ONLY TWO REMAIN IN *** --- National Seating and New Motion -- all the mom-and-pop stores are gone. What's a handicapped, single mom, senior citizen to do? How do I survive without someone fixing this in a decent amount of time? It's not like I can go and do this myself and they don't have AAA for wheelchairs either! HELP!
Business Response
Date: 08/23/2023
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. I didn't receive your original request. In the future please send all BBB Complaints to ***********************************.

Thank you,
NSM
Customer Answer
Date: 09/06/2023
First of all, your links weren't working; as of today, 9/6/23, NOTHING has been done regarding this wheelchair. I've HEARD from people but it's always "pass the buck" -- call so and so - who tells me to - call so and so - etc.", or it's "let's wait awhile and see if they come thru", "call me when they do something", and "if they don't do something by xx/xx (date) call me". Well, it seems I can't call anyone because no one is doing anything. I have an appointment 9/14/23 with someone who will come and "evaluate" the joystick (THE problem). As far as I know, by the time I get a new joystick, either I'll be dead from an accident of this chair dying at the wrong time, or it will be time for me to get a whole new chair (end of ****/ beginning of 25). Thanks anyway, *************************
Customer Answer
Date: 09/08/2023
THEY ALWAYS SAY they'll take care of things. "SUPPOSEDLY" a guy is coming out to EVALUATE the problems. That's not until the 14th of Sept. EVALUATE does NOT MEAN replacement of said joystick. JULY OF 2022 - I ordered arm rests, casters and batteries ----- I DIDN'T GET ANY OF THEM UNTIL JULY OF 2023 then I GOT THEM ALL TOGETHER!! I'm sorry, but I can't wait a YEAR for a new joystick. BY THAT TIME, I'LL BE ELIGIBLE FOR A BRAND NEW CHAIR and won't need the **** joystick. I think that's what they're waiting for -- the 5 year limit will be reached 12/23 and I should be able to get a new chair in **** but it takes so long to do between getting measured, fitted and designed then I have to wait on ********* then wait on ********* then wait on delivery --- that usually takes anywhere from 4 - 6 months by the time it's ready to be delivered. This chair is on it's last legs. NO proper foot pedal causing open wound on toe, no brakes, etc.
Customer Answer
Date: 09/08/2023

Complaint: 20427868

I am rejecting this response because:

Date Sent: 9/8/2023 2:29:27 PM
THEY ALWAYS SAY they'll take care of things. "SUPPOSEDLY" a guy is coming out to EVALUATE the problems. That's not until the 14th of Sept. EVALUATE does NOT MEAN replacement of said joystick. JULY OF 2022 - I ordered arm rests, casters and batteries ----- I DIDN'T GET ANY OF THEM UNTIL JULY OF 2023 then I GOT THEM ALL TOGETHER!! I'm sorry, but I can't wait a YEAR for a new joystick. BY THAT TIME, I'LL BE ELIGIBLE FOR A BRAND NEW CHAIR and won't need the *Word Rejected* joystick. I think that's what they're waiting for -- the 5 year limit will be reached 12/23 and I should be able to get a new chair in **** but it takes so long to do between getting measured, fitted and designed then I have to wait on ********* then wait on ********* then wait on delivery --- that usually takes anywhere from 4 - 6 months by the time it's ready to be delivered. This chair is on it's last legs. NO proper foot pedal causing open wound on toe, no brakes, etc.

Sincerely,

*************************
Business Response
Date: 09/13/2023
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. The client is aware the earliest appointment date open was 9/14/2023, and that NSM would notify the client if an earlier day became available. We asked that you close this ticket.

Thank you,
NSM
Initial Complaint
Date:08/07/2023
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.
Received a battery powered wheelchair in April 2023. When it was delivered I was having problems using it. I was told to practice. I have muscular dystrophy and can't readily get into or out of the chair. It got stuck when I used it in my yard. It is too big and heavy for my home. The battery has been dead for over a month and it is just sitting in a spare bedroom. I contracted them and they said it is mine and won't take it back. I have left 2 messages at the corporate office in TN and have gotten no response. Just so many problems.
Business Response
Date: 08/07/2023
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
Business Response
Date: 08/09/2023
The following is in response to the above noted Complaint,regarding our client. The client purchased a power wheelchair through our company, National Seating & Mobility, **** (NSM), which was delivered on May 11, 2023.
The client contacted our office on July 7, 2023, requesting the next step to return her power wheelchair. It was explained to the client that the power wheelchair was not scheduled to be picked up, and NSM cannot return the wheelchair after it has been delivered. The client then proceeded to have her husband join the call, and they began to explain that they did not want the wheelchair, because she was having difficulty getting in and out of the wheelchair, and the footrests are in the way. She further advised that she cannot pull up to the table as she likes, and the batteries are not working. NSM advised these concerns could be resolved with some re-training on how to utilize the wheelchair, by one of our Assistive Technology Providers (***s), or with her physical therapist who would visit the home. Our *** could re-train the client on how the equipment accessories work, how the footrests move or flip away for transferring, and how the joystick moves and flips away for pulling up to a table or desk. They would also be instructed on how to charge the batteries appropriately.
NSM offered to send the *** back to their home to go over all the concerns they raised. It was also suggested to have home therapy ordered, and a therapist could observe them in their daily routine while using the chair, and they could provide additional training as well. The client stated she would not be willing to do any of those things and wants to return the chair. We again advised the chair could not be returned after delivery. On July 18,2023, the client called back to the branch to find out when the chair was being picked up, and it was explained again, that the chair was not being picked up, but that we would have replacement batteries brought out at no charge, as they are covered under warranty, but she refused to have that visit. On July 28, 2023, the client and her insurance company, Anthem, contacted the office and requested the pickup of the chair. The situation was reviewed again, and the offer to provide additional training and warrantied batteries was discussed.
In conclusion, the wheelchair that was provided to the client was prescribed by the clients physician and a physical therapist in conjunction with a request the client initiated to receive a new power wheelchair. The client had been a manual wheelchair user previously, but her physician felt use of a power wheelchair would benefit the client based on her medical diagnosis. It appears the client just needs some additional training in utilizing the power wheelchair, since this type of chair is new to her, but she has refused. Equipment cannot be returned after delivered and accepted by the client. Once the chair has been delivered, it is NSM policy we will not accept the return after delivery.
NSM is willing to work with the client on some additional training on the use of the wheelchair and will provide the new warrantied batteries, but to date, she has refused these options.
Respectfully,
NSM
Customer Answer
Date: 08/09/2023
The battery in the new wheelchair has been dead for almost 2 months. The first response was the there was no warranty on the battery. They then said it would be replaced which has not happened. They were also made aware upon delivery of the chair of the difficulty of use for me and would not take it back. The maintenance for the battery as well as problems getting in and out of the chair is not something that is workable. Also the chair only moves on flat surfaces. When outside in my yard it got stuck. I offered a restocking fee from the total and they would not accept it. I have heard nothing from corporate regarding this chair.
Customer Answer
Date: 08/10/2023

Complaint: 20424084

I am rejecting this response because:
Date Sent: 8/9/2023 1:49:45 PM
The battery in the new wheelchair has been dead for almost 2 months. The first response was the there was no warranty on the battery. They then said it would be replaced which has not happened. They were also made aware upon delivery of the chair of the difficulty of use for me and would not take it back. The maintenance for the battery as well as problems getting in and out of the chair is not something that is workable. Also the chair only moves on flat surfaces. When outside in my yard it got stuck. I offered a restocking fee from the total and they would not accept it. I have heard nothing from corporate regarding this chair.

****************************************************
Business Response
Date: 08/11/2023
NSM has determined that the batteries are dead, due to the client not maintaining and charging them properly. The manufacturer will not warranty replacement batteries if the batteries are not properly maintained by the end user. NSM previously informed the client of this fact. However, in the interest of resolution, NSM decided to replace the batteries for the wheelchair at no charge to the client. However,when NSM attempted to secure an appointment with the client to replace the batteries,the client and her spouse refused delivery.
Respectfully,
NSM
Initial Complaint
Date:08/01/2023
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.
* ************ representative initial **ntact was Feb 6, 2023. * Two payments in amount of $490 on April 19, and $489.45 on May 22. * Product was car seat with safety accessories. * Have received a number of mixed signals on this order. Finally spoke with someone at their main office on May 12 told the employee I was un**mfortable signing a document they sent saying I had already received the product when it hadn't even been sent out. I asked her for additional documentation because I had **ncerns with the order. These documents were not sent and instead of addressing my **ncerns the order was shipped to me within a few days without **ntacting me first. Got a call from another **llection **** around May 22. Hoping this would resolve the issue of the item not having been submitted to my insurance **mpany I made next payment. I have been in **ntact with my insurance ** and they have stated that NSM hadn't filed a claim with them. It was at this point the employee said the insurance **mpany had been billed but that she didn't have any information on it yet. I informed this employee that I have made repeated attempts to reach someone at the ***************** and was told by this employee that the office was likely short staffed. I received a new email on May 24 requesting a document to be signed. I emailed the main office on May 29 asking that the insurance be filed or send me a return address label and I would send the unopened product back. * As of June 6, the insurance still hasn't been filed, and I have not received any responses from the ***************** I would at this time request my money be returned to me, and that they send a return address label so that I can send their product back to them. The return label will need to be mailed to *************************: ****************************************************************** as that will be where I am for until Mid July. * Order received ***** Ground ************. Order for *****************************. Work order 034-3258988.
Business Response
Date: 08/14/2023
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. This is my first time receiving your complaint. When sending BBB complaints to NSM please send them to ***********************************. NSM will investigate the matter and address the concerns directly with the client.

Thank you,
NSM
Customer Answer
Date: 08/21/2023

Complaint: 20152358

I am rejecting this response because:
According to the message received from NSM they have stated the contact from the BBB was the first time they've heard of any issues. I made several phone calls to their main office around May 26th and didn't receive a call back. I also sent them an email on May 29th stating my desire to return the item. This email was provided from their collection department who I spoke with on May 22nd. *************** wasn't able to answer my questions pertaining to the car seat and told me of the contact the main office by email. This is the same department I spoke with about the fact that the car seat was shipped to me in the first place without addressing my concerns about the order. The only message I've received from NSM is from the same department that wasn't able to help me before with my questions pertaining with returning the item. *************** called with the same message as before that I needed to sign a form so the insurance could be billed. My request is simple in that I would like for NSM to send me a return address label along with a box to ship the product back in. I would like a refund on my money as well. The seat is still in the original bag and never been used. I have made repeated attempts to get a response on this actual point. The only calls I've been receiving have been repeated attempts to have me sign a document.
Sincerely,

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

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