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.

  50T Concord St Wilmington, MA 01887-2179

• 

  National Seating & Mobility, Inc.

  101 Constitution Blvd Ste E Franklin, MA 02038-2587

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

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a mobility wheelchair from my disabled, special needs daughter. It needs to be serviced. I have been trying to contact rep *** ********** and National Mobility since November 2024 with NO- ZERO- communication back. This is unacceptable as my disabled daughter needs her chair!!

  Business Response

  Date: 03/24/2025

  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  

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have received no communication from this customer as of 3/24, 1pm EST.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 03/25/2025

  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: 03/26/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This has not been resolved yet.  Still to this day, no call back from the company whatsoever.  ************* is tentatively meeting me next week.  I will not approve closing this ticket until the issues with my child's wheelchair are resolved.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 04/09/2025

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

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Rep met and adjusted my child's mobility chair.  He took measurements to check / order a replacement.   Waiting to hear back on order status.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Wheelchair part was needed after it broke for my son who depends on this to get around. They would not give us a loaner and it has been about 2 months and we are still waiting. Cant get through the phone line ************ or the complaint line ************.

  Business Response

  Date: 09/24/2024

  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  

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] please give me the date that this wheelchair will be fixed for ******* and call me back -which you have not done in the past.  This person has been without his power wheelchair for almost 2 months and you never respond to my inquiries. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:05/01/2024

  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 a power wheel chair that has been broken since October, They came to repair it twice and both times they the wrong parts, Now they will not answer or return any calls.Without t I hsave fallen may times and was hospiitalized many timesbecause of this

  Business Response

  Date: 05/02/2024

  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:09/26/2023

  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.

  *** delivered incorrect wheelchair last November and my daughter still doesnt have the wheelchair. I have gotten misinformation about what the insurance would cover, but mostly my requests for status updates are ignored. *** tried escalating to supervisor, as well as contacting them via the website with no success.

  Business Response

  Date: 09/28/2023

  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:07/10/2023

  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 uploaded the facts. NSM fired my seven year old child from service due to what they all my bad "behavior". NSM in the uploaded facts shows complete negligence in the service of a disabled child mobility equipment needs. Their staff lies, causes undue distress to families of children with severe medical needs all while putting the blame back on the families. Instead of making a wrong a right they out of the blue mail a lettering firing the family and accepting no responsibility. Furthermore nobody from upper management even bothered to reach out and try and resolve issues that have gone on for over two years, they just say too bad so sad we wont help you. Mind you this is help for a severely disabled child.... They should be ashamed of themselves. The facts attached speak for themselves.

  Business Response

  Date: 07/17/2023

  Thank you for the opportunity to respond to this matter.  National Seating & Mobility,Inc. (NSM) takes the decision to discontinue services for our clients very seriously.  However, our information reveals that it was very evident the parent had been dissatisfied with NSMs service, based on his communications over the past 2 years.  The parent did not feel that NSM provided the level of service he expected.  Therefore, NSM felt the best course of action for both parties was to discontinue his sons future mobility needs,enabling the parent to select a mobility provider of his choosing, who could move forward with his future needs.  NSM advised the parent of the name of 2 other mobility providers in his area for future service, and our hope is that a new mobility provider will meet his expectations moving forward.  

  Respectfully,

  NSM

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  NSM never had the management reach out to even understand the issues, they chose the easy way out and just rejected my handicap child.  I have been in communication with numerous advocates in ************ whom have had numerous others reach out over NSM business practices.  It is NOT ok for the one in state company that holds the ******** contract to just reject a handicap child instead of trying to resolve issues.  Leaving a seven year old child out of service because they refuse to address their internal problems is not acceptable and must be addressed.  I will continue to advocate for my child and EVERY OTHER disabled individual in our state and country that NSM continues to treat this way.  We need help for the disabled community, not a company that turns their back.  Look at your own BBB complaints nationally and out of Mass which this company operates the ** branch from mostly, there are a sickening number of complaints, we cannot turn away from this, we must address it.  You as the BBB need to dig deeper into this and get resolution.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity to respond to the parent's request.  Please be advised that National Seating & Mobility, Inc.s (NSM) staff and senior management have tried to work with the parent, related to his sons care, over many years.  Despite all of our efforts, he remained dissatisfied with all aspects of our service and made this known over the years by sending voluminous emails routinely, making routine complaints to his insurance payor (United Healthcare), escalations to Senate offices, manufacturers, etc.  NSM has spent countless hours trying to satisfy him but have been unable to do so.  All of our professionals have now refused to work with the parent based on these escalations and his continual demands.

  The parent has advised NSM that he previously left another mobility vendor unhappy, and now he is also unhappy with NSM.  NSM does not feel we could ever satisfy the parent's expectations for his sons mobility. The parent continually demands immediate responses and resolution to issues, but his demands are unreasonable, due to other factors and outside parties, such as payor guidelines, obtaining all required information from medical providers, delays caused by supply chain issues resulting from the Covid tragedy which are still ongoing, etc. The parent has accused many staff members at NSM of being untruthful to him on several occasions.
  As you are aware, NSM previously made the difficult decision to discontinue service, based on the above, in the hope the parent could find another mobility vendor, who he felt could satisfy his expectations.  In the parent's most recent statement to the BBB, he claims NSM is the only company that holds a ******** contract to provide durable medical equipment in **.  This statement is inaccurate.  The parent needs to contact his childs payor, United Healthcare, and request they direct him to another mobility vendor in their network.

  
  In conclusion, NSM holds every clients needs of the utmost importance, as all our clients have different levels of disability from minor to severe. NSM has tried to service the child's needs over the past 6 years but had to make the difficult decision to discontinue service, due to the fact we were unable to satisfy the demands and expectations of his father.
  Again, thank you for the opportunity to respond to the parent's most recent communication.
  
  Sincerely,

  NSM

  Customer Answer

  Date: 07/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  First and foremost, nobody from **************** at NSM called me, not at all about this situation.  Thus the reason I sent the complaint since I got the letter from **************** without ever speaking to any of them.  That is a complete fabrication.  And I could show phone records to prove that is a lie.  The response clearly came from *******************************, whom is the main reason for all the issues.  

  Secondly, the statement we left another company because we were unhappy is completely false.  We stopped using them because we had to travel to ********** to meet since they are based out of state and that is hard to do with our work schedules and a handicap child.

   

  Another Fabrication on NSM part I learned this week is that they kept telling us *************************** was our *** and the fact is he is NOT A LICENSED *** in ************ and should not be writing orders on power chairs.  So we were lied to and the gentleman they sent that messed up our order wasnt even credentialed to do the work!  There is a man named ***** whom is apparenlty the *** in ** whom we have never met, he has NEVER worked with our son nor serviced him, instead we were sent someone whom had no business doing our order, he was a salesman....  So yes, I stand by my statement that NSM is untruthful.

  NSM IS the only provider that has an office located in **, others can some down but they dont generally come to our area easily because the ones that United Healthcare uses are not in our state.

   

  Furthermore, ******************************* regularly told us our insurance was terrible and horrible to work with,  she again clearly wrote this response because she continues to be unable to accept she is the problem.  Her former boss even admitted she was a huge mistake that the company hired.  Talking to more and more families, they all feel the same way.  If upper management got involved or if she stopped blocking them from knowing the truth maybe things would change.

   

  I continue to say they need to be held accountable, in my opinion her behaviors equate to child abuse, refusing a child services that cant walk and refusing to have upper management speak to the family.  She is full of lies and untruth.  It is sickening that it is allowed to continue.  I will fight for EVERY disabled person in ** that has experienced the abuse and neglect on her part.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:06/30/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2022 I ordered several wheelchair adjustments (essentially a rebuild) through a Physical Therapist and was quoted, in person with a NSM employee, that it would not take more than 12 weeks. I know that there are supply chain issues, etc., so I gave NSM nearly 14 weeks before contacting for an update. After continued strife, NSM finally submitted my repair order in December (!) of 2022; it was accepted by insurance after the New Year. The problem is that I planned my deductible around these repairs and they should have, if ordered on time and as quoted, been covered by co-insurance percentages. Instead I now have a bill for nearly $1600 and have been denied "at the highest level of escalation" an opportunity to get a discount, or even pay monthly installments. My disability prevents me from working enough to go outside of my budget. It was not my fault that NSM took nearly 6 months to just submit my paperwork to my insurance company. This process has been demoralizing and has affected my daily life, as I don't fit in my wheelchair and I feel like a commodity. I am still trying to figure out a way to pay for it.

  Customer Answer

  Date: 07/11/2023

  I have not heard from the business in response to my complaint.

  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.
  
  Thank you,
  NSM  

• Initial Complaint

  Date:03/08/2023

  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.

  I have defective wheelchair. It was delivered to me without the proper parts. I am unable to operate the wheelchair. The control arm is on the wrong side. My attempts to resolve have been unsatisfactory. It is now 6 months later without resolution and refuse to make the necessary adjustments and therefore have been able to use my electric wheelchair independently. My attempts to contact and resolve have been unsuccessful.

  Business Response

  Date: 03/09/2023

  Thank you for contacting National Seating & Mobility and bringing this matter to our attention.  We appreciate our clients and look forward to the opportunity to service them.  NSM will review the concerns with our management team for further investigation.  Our goal is to provide quality service to our clients and prompt responses.  NSM will reach out to the client.

   

  Thank you,

  NSM

• Initial Complaint

  Date:12/20/2022

  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.

  Ordered a wheelchair mobility , went for warranty battery replacement. The business took information, stated everything was great. Said they would get back to us on the day of repair and to schedule a repair. Nothing has happened it has been months. Attempted to leave voice messages, locally, at the global office. No reply, tried social media, no reply. This business took my information and never honored their warranty or even told me what to do to get the battery replaced. When they say they will answer calls at the end of the day, they never do. I am on the floor CRAWLING because my wheelchair doesn't work, and was promised it would be fixed. I am not the ONLY one with this issue. I feel ripped off and scammed. NO warranty was ever given, nor were their service promises. Please resolve this nobody likes to be without getting around. v

  Business Response

  Date: 12/21/2022

  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. 
  
  Respectfully,
  NSM

  Customer Answer

  Date: 12/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************