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 NE

  160 Algonquin Pkwy Ste 2 Whippany, NJ 07981-1651

• 

  National Seating & Mobility, Inc.

  101 Constitution Blvd Ste F Franklin, MA 02038

• 

  National Seating and Mobility

  12 Southville Road Southborough, MA 01772

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:07/14/2023

  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.

  We are trying to get a new piece of durable medical equipment. According to the *** app, ******** has denied paying for the item. When I called ******** to try to see why, they state they have never received a request for authorization for the item. I have now been calling *** for more than a week to just talk to the funding specialist to get more information and they refuse to call me back. I keep being told that the funding department is not in my state (and I think its not in this country) so they can only send them a message and have no control over if they EVER call me back. This is terrible behavior from a company that is supposed to provide medical equipment.

  Business Response

  Date: 07/14/2023

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention.   NSM has communicated with the client and notified the Funding Supervisor.  NSM will continue to review and communicate with the client.  We asked that you close this ticket.
  
  Thank you,
  NSM

  Customer Answer

  Date: 07/14/2023

  I was contacted by the funding specialist who told me that despite the fact that their order management system indicated that the request item was denied prior approval, the company never sent a request for approval to ********* Her reason for this was ******** never pays for these items.  She went on to tell me that the last 3-5 month they have spent collecting data from my doctor as documentation of a need to my private insurance was NOT REQUIRED. This means the company has wasted both my and my doctors time in getting a piece of durable medical equipment that is urgently needed.  Finally, she indicated that despite me calling multiple times over several weeks and being told over and over again that a message was sent to funding, today was the first time she knew that I had a question  
  

  I respectfully request that you dont close this complaint until the company provide adequate proof that they changed the business practice of

  1. fabricating false denials from ******** 

  2. Unnecessarily collecting documentation that does nothing more than delay/deny care of medically fragile people

  3. require a complaint to the BBB to get a response to a consumer concern 

  Customer Answer

  Date: 07/27/2023

  I sent a response that it appears you did not get. This case should not be closed as there continues to be this same systemic issue that the company refuses to answer. It has become evident to me (and several other people who have recently filed a complaint against this company with you) that the company only responds when a complaint to the BBB is made. If the BBB continues to allow this company to have their A+ rating despite their lack of response except when a complaint is made, the BBB IS NOT DOING THEIR JOB! 

• Initial Complaint

  Date:06/26/2023

  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.

  I have been waiting for over 12 months for my wheelchair from NSMs ******, ** location. My therapist evaluation was on 6/3/2022. At the evaluation I made it ******* clear that the chair must have caster pin-locks, that I cannot transfer in/out of the chair without them, that they are a must have. It took until the week of 12/19/2022 for the chair to be ready. The rep called and asked if I could give a verbal sign-off, so that it could be reported to the insurance as delivered, and avoid going into the new year and costing me out of pocket for deductible, which I agreed to. When he called again later, he informed me that the FrogLeggs front caster forks I ordered were not compatible with the caster pin-locks, so he had removed the caster pin-locks from the order! After I had told him THREE TIMES they are a must!! He then wanted to charge me out of pocket to order standard forks and the pin-locks! I told him Im done dealing with him, called ************** who put me in contact with the general manager, *******************. On 2/7/2023 the ** called me and said he was going to exchange the forks for standard forks and order the pin-locks at no charge for me. Since then hes told me four different stories. On 2/27/2023 he texted and said that the parts were shipping out on 3/3/2023. Then on 3/21/2023 he texted and said they were delayed and were shipping out on 3/27/2023. Then on 4/4/2023 he texted and said they are on back order, that hes waiting to hear from the warehouse and will update me when he hears back. Then on 5/3/2023 he again stated that hes escalated it and was following up with the manufacturer that morning. On 5/15/2023 I texted him asking for an update - no response. I have since texted and called him and left voicemail - he refuses to respond. So, NSM has received payment for an order that they botched but promised to correct 6 months ago, I still dont have the chair and theyre flat out ignoring me!!

  Business Response

  Date: 06/26/2023

  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: 06/28/2023

  I was finally contacted by the ** and he let me know that they received the parts and will be delivering the chair this Friday. You can close this ticket. 

  Customer Answer

  Date: 06/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They contacted me and the chair is finally ready, being delivered this Friday. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 07/02/2023

  The chair was delivered on 6/30/2023. Several things wrong with the chair.
  

  1. It did NOT have solid inserts in the tires as it was supposed to, but tubes instead. So those need to be replaced. 
  

  2. The left front fork sticks, due to either a defect or not installed properly. That needs to be fixed. 
  

  3. After only 2 days, the roll pin that holds the caster pin-lock in the unlocked position on the left fork either came out or broke off. The roll pins need to be replaced with something more durable, like steel rods.

  So now I have to travel to ****** to have all of these things fixed!! The chair is unusable in this condition! UGH!!!

  Business Response

  Date: 07/14/2023

  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: 07/14/2023

   
  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:06/08/2023

  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 initial wheelchair evaluation took place in the beginning of September, 2022. An insurance update in January occurred. The business never resubmitted the paperwork, but said they did each time I called. I have spent countless hours on calls back and forth with them and insurance. Insurance NEVER recieved the forms the *** claimed to be waiting for for months. The Indy NW branch is atrocious. ****** is the manager and runs from issues. TJ in customer support lies to your face and makes empty promises. My daughter needs this chair to fly at the end of this month. I am beyond fed up with the situation.

  Business Response

  Date: 06/19/2023

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention. Respectfully, this is the first response our **************** has received from you.  When sending BBB Complaints please send them to ***********************************.  NSM will investigate the matter and address the concerns directly with the client.
  
  Thank you,
  NSM  

• Initial Complaint

  Date:06/07/2023

  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.

  Placed a wheelchair and shower chair order with National seating and mobility at the beginning of March through the ******, ************* department. I have been tracking through their website and nothing has moved. It is currently the middle of June. I was told it would be completed in 90 days. I have called endless amounts of time. I have emailed multiple people and gotten no responses back. I have called my doctor **** tried to get in contact and got nothing back also. Do not do business with this company find another company. I wish I had read these other complaints before.

  Business Response

  Date: 07/12/2023

  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.  Per the notes in our system the clients delivery date has been scheduled for 7/25/23.
  
  Thank you,
  NSM  

• Initial Complaint

  Date:04/19/2023

  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.

  My brother *********************************** has been waiting for his wheelchair to be repaired since January 2023. He cannot get around without his wheelchair. He is unable to leave the home or get around in his home without his wheel chair. I attempted to contact this company and they will not repair his chair until after May 2023. I requested a supervisor and they refused to give me the contact information and name of a supervisor, states that they do not have a supervisor in the office. They are not professional and treat the disabled community poorly.

  Business Response

  Date: 04/21/2023

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention.   NSM communicated with the client on 4/19/23.  The client was offered an in-shop service repair but refused.  NSM advised the client the earliest a technician could go out to the home would be 5/16/23.  According to our records, the client called back and agreed to an in-shop service repair on 4/27/23.  NSM will continue to review and communicate with the client.  We respectfully ask that you close this ticket.
   
  Thank you,

  NSM

• Initial Complaint

  Date:04/17/2023

  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 Masshealth and I measured and weighed for a new chair. Then months I received a chair that does not fit. January 2022 I called them and called them and called them. Because I got the law office of disability and ombudsman they started to call me. But everyone is saying I cant exchange the new chair for another chair. Found out they can exchange the chair, but because I am on Masshealth I cant. This is wrong with the chair 1. Front wheels are too small. The chair needs bigger wheels, so it doesnt tip over. 2. In the chair I got stuck in my apartment doorway trying to get in and out. 3. If I have to stop in the middle of the road, the chair is slow that I cant back up. I run a risk of getting hit by traffic. 4. The joystick is too low and causing many problems. One is whatever is in my pocket ends driving the wheelchair. Which is especially hard on the ***** 5. The whole frame needs to be lifted up a couple inches. Too low to the ground, so it is hard to go over bumps, ramps and cracks. It also damages any part of the wheelchair on the bottom part. 6. The batteries energy last two or three hours, then it rides too slow. 7. It was supposed to have leg lifts. 8. The seat belt isnt long enough to go around me. So I am not protected when the chair bucks. 9. Sometimes the chair stops and wont go. I have to shut it off then turn it on for the chair to go. 10. The back of the seat of the chair needs to be longer to protect my neck and shoulders. 11. The batteries need to be replaced. I want a different chair, one that fits me right. Or if not then take the chair away. I will use my old wheelchair. Its dependable and safe. Thank you ??

  Business Response

  Date: 04/18/2023

  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

• Initial Complaint

  Date:03/28/2023

  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 made the biggest mistake ever, I bought a power wheel from National Seating and mobility. I have made over 50 phone calls to this company the past year. From the day the wheelchair was dropped off I had issues. They deliver the wheelchair with wires hanging off of each arm including the back of the chair. The batteries wont hold a charge after 3-4 months I believe. The joystick with move out of position causing me to run into the wall and other things. Screws started to fall out of the wheelchair. The lights over the wheels fell off. Now the wheelchair has never left the house. About 11 months later I get battiers. All that time I cant leave the house with the wheelchair because it wont hold a charge. Now im calling National Seating and mobility, at least 2 to 3 times a week. It went months without anyone returning my calls. I had to call *******, ********, Eventually I got someone to file a complaint for me in ********. Now I live in ******. I finally got t the regional manager to give me a call. And what a waste of time that was it is now two months later. My wheelchair still has not been repaired. It is now a year and two months from my first complaint and nothing has been done. The regional manager is so out of touch with **************** that when I do call he doesnt even call back he will send a text. Theyre supposed to be here to help you get back some kind of mobility in your life so you can continue your life and it turns out to be the absolutely worst thing you could possibly do if youre in a situation and need help with mobility. The worst thing you could do is to buy any product from National Seating and mobility. They do not stand by their guarantees **************** is horrendous and at the end of it all the only person that pays for it is the disabled person that came to them for help. So thank you very much National Seating and mobility you have made my life so much easier.

  Business Response

  Date: 04/11/2023

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention. Our Regional Area Director notified the client and the client's daughter but hasn't received a response. NSM will continue to address the client or his daughter directly. Please close the complaint.

  
  Respectfully,
  NSM

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19860894
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 04/11/2023

  Sent more than once to the Regional director *******************, National seating Im not going to keep going in circles with you. I sent you messages since February no response till now. I did all of those things already. Like I said before, It is now 1 year 4 maybe 5 months since I first filled a complaint with issues to my chair. Your company choose to ignore my complaints. It was you-your company responsibility to service the needs of the chair. Your company took money for a product and delivered a broken chair. Your company has been unwilling to do what needs to be done to replace the chair. Your company wants to put it on me to do the work to get a new chair. You nor the other person you had contact me has done absolutely nothing since I first got in contact with you. I have been here suffering do to National Seating and mobility neglect. My house, doorways and walls are all damaged. I have cuts and bruises on my knees legs because of the chair malfunctioning. I cant go places and conduct my life normally like Im supposed to because the chair doesnt work in all of this, since Ive gotten in contact with you and the other gentleman, you guys havent even apologize on behalf of the company or anything now you text me mouth and some change later to ask me the same thing. Dont you think I have suffered enough dont you think Ive been through enough as a disabled person as a disabled veteran dont you think Ive ***** enough? National Seating and mobility has done absolutely nothing in the last year and a half. I have an asked for copies of the return monies to my insurance company. They havent even provided that to me. They constantly asked me exactly the same question over and over and over and it is not my responsibility to replace this chair or do all the legwork to replace the chair. The chair shouldve been fixed it shouldve been replaced and they absolutely refuse to do it.

  Business Response

  Date: 04/13/2023

  NSM issued a letter to the client advising that NSM has begun the process; of providing the insurance carrier a refund, as he requested, to allow him the opportunity to proceed with obtaining a new wheelchair. NSM informed the client of the required process for obtaining a new wheelchair and highlighted prior communications between NSM and the client, highlighting the need for him to contact his physician to obtain a new order and an evaluation with his Physical Therapist or Occupational Therapist for a new wheelchair. NSM reiterated to the client that these were the requirements of his insurance carrier. NSM provided the client with multiple options that would allow him to move forward and will help facilitate service with another company if he prefers.
  
  Respectfully,
  NSM

  Customer Answer

  Date: 05/01/2023

  National Seating and mobility have not made any viable resolutions to the problem. They were supposed to give me a replacement chair They never did. The regional manager with all  his infinite wisdom and years of experience, said I should keep my broken wheelchair as the loaner chair until whenever it gets replace. The problem with that is the legs for the wheelchair is dragging on the floor. You cant take the wheelchair outside on any uneven pavement. I have explained this numerous times so many times that I cant remember to National Seating and mobility. The batteries couldnt hold a charge so you couldnt take it outside. if that is his genius plan and his resolution to the problem. Well I have to reject that because it makes absolutely no sense. 

  Customer Answer

  Date: 05/01/2023

  National Seating and mobility has been telling me that they refunded the money to my insurance company for months. Over four months now how long does it take to give a refund to someone, I dont know maybe years but you cant tell me that you were doing that been doing it for months and I asked for proof of it and thats been months ago as well and they have not provided that because they have not done it. National Seating and mobility is absolutely the worst company to purchase accessible equipment from, They made promises, warrantees, and so forth that they have no intention of honoring and if they do it is so stressful they take their time and whenever it happens it happens. I have been complaining about my broken wheelchair  now over a year and they still have not done anything. Theyre going to refund money to an insurance company that I am longer insured with which now puts the burden on my new insurance company. So I now have to go to the trouble of hoping that my new insurance company approves me for that same amount of money for my chair. So instead of doing the simples route. National Seating and mobility decided to make a circus of this refund the money to insurance companies in the long and short of it had to do an evaluation with another physical therapist have the physical therapist submit stuff back to National Seating and mobility National Seating and mobility now have to contact at the company then I have to wait a months to get the same chair when they couldve just replaced it. 
  

  Business Response

  Date: 05/15/2023

  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: 05/25/2023

  I have sent a response over 2-3 weeks ago

• Initial Complaint

  Date:01/10/2023

  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.

  National Seating and Mobility has been unresponsive to my order status of my power wheelchair since November 2022. I received a call saying that my power wheelchair was ready, but they had an extra piece of equipment on it that I didn't want. I have struggled to get any feedback since then. No one returns calls by the end of the business day, like they claim. I have contacted my local ***** office and they can't get ahold of the *** Office either. From the complaints here and elsewhere this looks like they do not consider customer service a high priority.

  Business Response

  Date: 01/11/2023

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention. We value our clients and appreciate the opportunity to service them.NSM will investigate the matter and contact the client directly. 
  
  Respectfully,
  NSM

• Initial Complaint

  Date:12/07/2022

  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.

  Third time having to fix a ******** wheelchair

  Business Response

  Date: 12/07/2022

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention. We value our clients and appreciate the opportunity to service them.NSM will investigate the matter and contact the client directly.  

   

  Thank you,

  NSM

• Initial Complaint

  Date:10/31/2022

  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.

  We have been trying to get a wheelchair for my 10 year old daughter since August. She is 100% dependent on using a wheelchair for any mobility. They have done nothing but jerk us around. I did have a change in health insurance during the time we were waiting for the new chair. Our old insurance BCBS of ** pre-approved this purchase. We switched to Health Alliance Sept. 1st. I told them this would be happening. I also got a phone call from their office before they ordered the new chair. They told me her push handle would not be covered by insurance. I let them know we did get new insurance but they said since BCBS pre approved it they did not need my new card at that time. The waited until 7:45 the morning of the delivery of chair to tell us they wouldn't be coming because our insurance was not active. We had waited over 3 weeks for that appt. They then decide they need our new insurance and blame me for not giving it to them. I did however tell them many weeks back I had new insurance. I offered to pay cash and was told no it had to go through insurance. They said they would do an emergency authorization with Health Alliance. I was told I would hear from them within 24 hours- after 6 phone calls and 3 voicemails they never called or returned my call to confirm if they got approve or would be showing to the next scheduled appt time. I got a call 15 mins before the scheduled appt delivery today that they would not be coming due to issues in the office. They have once again pushed delivery back over a week. We have changed our work schedules and our child has missed school due to them being incompetent. At this point they are neglecting medical services to my child. I have even offered to come to ********* to get this chair. They tell me only one person can deliver this item and I can not get it from anyone else.

  Business Response

  Date: 11/07/2022

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention.  NSM will investigate the concerns and respond to the parent directly.  We respectfully ask that you close this BBB Complaint.
  
  Respectfully,
  NSM