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Business Profile

Mobility Scooters

National Seating and Mobility

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobility Scooters.

Complaints

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:11/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a power wheelchair through National Seating and Mobility in 2022. We used insurance and had a very good and quick initial experience. That was the end of the ease of working with them. BUT, we are stuck with them because once you buy from them, they are the only company who can repair the chair using insurance. Many of the repairs need immediate attention but since we can't get a response from ***, we have "fixed" them ourselves.Recently, *********** damaged his chair. In 24 hours, they assessed the chair, ordered the part and had a tech sent to our home to repair the chair. Southwest get this done seamlessly??One time at *** for a repair, it was done terribly and needed immediate adjustments, taking weeks to get back ***** experience:Call the *** phone number, wait on hold for 5 minutes when a voicemail picks up and I leave a message, which may or may not be responded, but definitely not "today before 4pm" as promised. Never.The few times they have replied, if I can't answer the phone, they live a message sending me back to the same phone number, hold, and voicemail experience.The "hold" recording states you can have your wheelchair virtually assesed online "today". Absolutely not true. Once you go through the webpage to find where to do that, it isn't functioning.Yesterday, someone at *** actually answered after I was on hold for several minutes. Before she could look through his file, I had an urgent need to get off. I asked her to call me back but she said she doesn't do that because as soon as we hang up, she'll have other calls. Of course, I called back and left a message, never to hear back from anyone. I placed an order for repairs 8/14/24. On 9/23/24, they called to say they were contacting the insurance. Mid Oct, they called to get my approval for the payment (which took several days and phone calls because of the phone problem). As of 11/4/24, I don't have a date to actually go have the equipment fixed.

    Business Response

    Date: 12/04/2024

    Thank you for contacting National Seating & Mobility and bringing this matter to our attention.  *** will investigate the matter and address the concerns directly with the client.

    Thank you,
    NSM  

National Seating and Mobility is NOT a BBB Accredited Business.

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