ComplaintsforNuMotion
Wheelchair Ramps
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Complaint Details
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Initial Complaint
06/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
June 2023 I contacted NuMotion & was told at least 12 times that they have a In House Mandate with NO exceptions. I explained the seat frame on my electric wheelchair was coming thru the seat. She gave me an appointment for June 29th. I was assured that they had staff that would be able to transfer me while the repair or replacement took place. I called again the next day & repeated my concerns & was told no supervisor was available. My ********Cordinator at my ********** called as well. When I went to my appointment there is a big sign inside the lobby stating you must have a caregiver with you to transfer you! When was I going to be told? I cant transfer on 1 leg! **** ordered me a new seat & seat belt assembly, stated when it came in theyd come to my house. WTH! Does anybody know the rules!!Business response
06/30/2023
BBB
**********************************************************************-2621
June 30th, 2023
Re: *********************** ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ***********************. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to ** at **********************************************************************************************. You can also email ** at *********************************************** Or call *************.
Yours sincerely,
*************************
Customer Experience TeamInitial Complaint
06/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
New joystick is not working properly but Numotion refuses to come to the house even tho I can't transfer at their shop.Business response
06/20/2023
BBB
***********************************************************************-2621
Phone: *************
Fax: *************
Re: ***********************, Case ID #********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ************************* At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to ** at **********************************************************************************************. You can also email ** at *********************************************** Or call *************.
Yours sincerely,
*********************
Customer Experience TeamInitial Complaint
05/18/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The most recent problem has been going on for months. In order to have parts ordered for repairs I must pay upfront at least half of the cost for repairs then I must pay the remainder of the balance before they will repair the chair. I have been lied to by this company, from the parts have been ordered, to what has been told to my doctor. All of the information has been documented by my doctor's ****** so lying to me doesn't make sense. I informed them that I would pay no more than $200 and the remainder would be paid for at the time of service. Of course, I haven't heard anything back from them. I'm left with a wheelchair that is useless and my quality of life is nonexistent.Business response
05/18/2023
BBB
*********************************************************************-262
May 18th, 2023
Re: ******************************* ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about *******************************. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to ** at **********************************************************************************************. You can also email ** at *********************************************** Or call **************.
Yours sincerely,
*************************
Customer Experience TeamInitial Complaint
04/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On and about May 2022 this Friday engaged into a service agreement between New Motion and my insurance carrier United Healthcare Healthcare met ******** subject came to my residence to replace a battery and later determine I needed a control panel and other items I've waited 12 months between extensions of of subject ordering the parts after they determine service and parts were under warranty I was informed via phone that I that I had a balance $265 my complaint clearly illustrates subjected in bad faithBusiness response
05/10/2023
see attachedInitial Complaint
01/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Received my son's chair after 10 months. The chair is too small and the foot rest and straps don't fit, the seat width is to small, etc. I was told something would be done immediately such as an exchange. 3 months later and no one is responding to me. My son's physical therapist was told numotion was going to file with insurance for new parts. No paperwork has been given to the therapist so she can write the letter. No new measurements have been taken. How is this acceptable?! How is this legal? My son deserves mobility, independence, community access, etc.Business response
01/13/2023
BBB
****************************************************
January 13th, 2023
Re: *********************** on behalf of son ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about *********************** on behalf of her son. At Numotion, we take the privacy of our customer's personal and health information very seriously. To comply the **************** Portability and Accountability Act ("HIPAA") and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotion's Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at **********************************************************************************************. You can also email ** at *********************************************** Or call **************.
Yours sincerely,
*************************
Customer Experience Team
**********************
*******************************************************************************************
Authorization and Release for the Use and/or
Disclosure of Protected Health Information
I hereby authorize Numotion to use or disclose specific information (described below) about:
___my___my child's or (give relationship) ____________________ medical condition.
Patient Information (Please Print):
Name_________________________________________________________________
DOB __________________________________________________________________
Address________________________________________________________________
Please check/specify the following type(s) of information which you agree to be used or disclosed according to this Authorization and the purpose for the use or disclosure:
Protected Health Information (detailed below) to be disclosed to other entity
Protected Health Information (detailed below) to be used or disclosed as a story in a Numotion publication or advocacy document (print or electronic), the Numotion web site, social media channels, audio, video, television or film.
Photographs to be used or disclosed in Numotion's publications or advocacy documents (print or electronic), website, social media channels, audio, video, television or film for marketing/public relations purposes.
Protected Health Information (detailed below) to be disclosed to the news media.
Please describe the Protected Health Information to be used or disclosed, and to whom it should be disclosed (if applicable):
___________________________________________________________________________________
___________________________________________________________________________________
I hereby authorize the use and disclosure of the Protected Health Information for the purpose and extent stated above. This Authorization will expire five years after the date below, or sooner by my choice (in which case this consent will expire on ____________________).
This Authorization may be revoked at any time to the extent that use or disclosure has not already occurred prior to your request for revocation.
I understand that my refusal to sign will not affect my ability to obtain treatment, payment, enrollment in or eligibility for benefits.
Please note: the Protected Health Information used or disclosed as a result of this authorization may be subject to redisclosure by the person or entity receiving such information, and thus is no longer protected by the federal privacy regulations.
Photos or images specified above become the property of Numotion, or its representatives.
This Authorization is given without promise of compensation. The parent/legal guardian and/or the patient release to Numotion any right, title and/or interest of any kind they may have in the information or images produced.
By signing below, I authorize Numotion to use or disclose any medical information specified in this Authorization.
Signature: ____________________________________________________
Print Name: _________________________________________________
Date: _____________
Check one: ___Patient ___Parent ___Legal Guardian
The above statements must be signed and dated to be valid.
If the patient is an emancipated minor or 18 years of age, he/she is required to sign the Authorization.
A copy of this Authorization must be provided to the individual completing this form.Initial Complaint
12/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I received a power chair from NuMotion in July of 2019. In May of 2022, while charging the chair, I noticed a sulfur smell and a sizzling sound coming from the battery compartment. Turns out, the charger that they provided when I first got the chair was the wrong charger for this chair. The batteries overcharged, started leaking and corroded the wires, cords, etc. located inside the lower compartment. Several different parts were damaged and need to be replaced. I say "need", rather than "needed" because it is now December 2022, and I'm STILL waiting for one part to come in. I've been told it's on back-order, but the *** keeps getting pushed back. I was told in September that the part would arrive sometime in October. It didn't. In November, I was told it would arrive in early December. Again, it didn't. In mid-December, I was told it was now expected to arrive at the end of January. Hopefully it does, but I'm not very confident that it will. In the meantime, no alternative solutions have been offered, other than "we'll contact you if we have a loaner chair available" (they don't). As a result of all this, I've been unable to go much of anywhere for the last seven months. This is completely unacceptable!Business response
12/28/2022
Better Business Bureau of ****************
December 28, 2022
Re: *************************, Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about *************************. At Numotion, we take the privacy of our customer's personal and health information very seriously. To comply the **************** Portability and Accountability Act ("HIPAA") and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotion's Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to ** at **********************************************************************************************. You can also email ** at *********************************************** Or call **************.
Yours sincerely,
*************************
Customer Experience TeamCustomer response
01/06/2023
After filing the complaint, I was contacted by NuMotion's VP of Services. She informed me that the only thing they could do is put more pressure on the manufacturer (of the part that I've been waiting for). To be honest, that phone call wasn't very helpful, and it left me feeling rather hopeless. I started looking into just buying a new wheelchair myself, despite not being able to afford it without going into debt. Then, a few days ago, I received a call that my local NuMotion branch had a loaner wheelchair for me. They said they couldn't deliver it until next month, so I had to go pick it up myself, which wasn't easy. But, I have a working wheelchair now. I guess it's true what they say: the squeaky wheel gets the grease.Initial Complaint
12/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Like many customers complaints, I started the process of getting a power wheelchair for my mother in April, 2022, and as of yet have not received delivery, it been 8 months, which seems to be ridiculous to me, I have contacted *********************************, in the *********** office and have not received a response, I try to talk with anyone and customer service, they either transfer me to back to the *********** office which is none response, I have been waiting for a delivery date for the equipment, ******** told me definitely by the end of November 2022, guess what no chair, can't get anyone on the phone to explain the issues, 8 months waiting on the power chair, simply unacceptable.Business response
12/23/2022
Better Business Bureau of Costal Carolina
December 23, 2022
Re:, Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about Numotion Customer. At **********************, we take the privacy of our customer's personal and health information very seriously. To comply the **************** Portability and Accountability Act ("HIPAA") and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotion's Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to ** at **********************************************************************************************. You can also email ** at *********************************************** Or call **************.
Yours sincerely,
*************************
Customer Experience TeamInitial Complaint
12/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In June 21 2022 A NUMOTION ************** Representetive Picked Up my wheelchair Power Unit (Smoov One) from my home, after two months of not receiving any communication I contacted them by phone the answer they gave me is that the part to repair my unit was in back order, in September I contacted them again this time they told me that the Power Unit needed to be replace under warranty,I don't understand why it takes so long to replace a unit that from the beginning it was known to be defective.Business response
12/13/2022
BBB
***********************
****************************************************
December 13th, 2022
Re: ********************* Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about *********************. At Numotion, we take the privacy of our customer's personal and health information very seriously. To comply the **************** Portability and Accountability Act ("HIPAA") and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotion's Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at **********************************************************************************************. You can also email ** at *********************************************** Or call **************.
Yours sincerely,
*************************
Customer Experience Team
**********************
*******************************************************************************************
Authorization and Release for the Use and/or
Disclosure of Protected Health Information
I hereby authorize Numotion to use or disclose specific information (described below) about:
___my___my child's or (give relationship) ____________________ medical condition.
Patient Information (Please Print):
Name_________________________________________________________________
DOB __________________________________________________________________
Address________________________________________________________________
Please check/specify the following type(s) of information which you agree to be used or disclosed according to this Authorization and the purpose for the use or disclosure:
Protected Health Information (detailed below) to be disclosed to other entity
Protected Health Information (detailed below) to be used or disclosed as a story in a Numotion publication or advocacy document (print or electronic), the Numotion web site, social media channels, audio, video, television or film.
Photographs to be used or disclosed in Numotion's publications or advocacy documents (print or electronic), website, social media channels, audio, video, television or film for marketing/public relations purposes.
Protected Health Information (detailed below) to be disclosed to the news media.
Please describe the Protected Health Information to be used or disclosed, and to whom it should be disclosed (if applicable):
___________________________________________________________________________________
___________________________________________________________________________________
I hereby authorize the use and disclosure of the Protected Health Information for the purpose and extent stated above. This Authorization will expire five years after the date below, or sooner by my choice (in which case this consent will expire on ____________________).
This Authorization may be revoked at any time to the extent that use or disclosure has not already occurred prior to your request for revocation.
I understand that my refusal to sign will not affect my ability to obtain treatment, payment, enrollment in or eligibility for benefits.
Please note: the Protected Health Information used or disclosed as a result of this authorization may be subject to redisclosure by the person or entity receiving such information, and thus is no longer protected by the federal privacy regulations.
Photos or images specified above become the property of Numotion, or its representatives.
This Authorization is given without promise of compensation. The parent/legal guardian and/or the patient release to Numotion any right, title and/or interest of any kind they may have in the information or images produced.
By signing below, I authorize Numotion to use or disclose any medical information specified in this Authorization.
Signature: ____________________________________________________
Print Name: _________________________________________________
Date: _____________
Check one: ___Patient ___Parent ___Legal Guardian
The above statements must be signed and dated to be valid.
If the patient is an emancipated minor or 18 years of age, he/she is required to sign the Authorization.
A copy of this Authorization must be provided to the individual completing this formCustomer response
12/18/2022
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
11/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello, I'm writing to express my dissatisfaction with your Forth Worth TX office. I have been trying to obtain a mobility chair for my mother for several months now. We did the initial intake and measurement at her PT appointment awhile back. My mother's provider has filled out all the necessary paperwork to obtain the chair. As of last week there was no progress, I happened to be at an appointment with my mother at the said provider who inquired about the chair. So I said let me call while you're here. Turns out they were missing a doctors signature on one page of the paperwork. Ok, no problem so the provider heard it as the phone was speaker. Quickly signed the page and faxed it right away to the customer support person in charge of my mothers case. Called today after checking numotion app to see if progress has been made, one week later - still nothing. Chatted online with an agent that said still missing documents. Decided to call directly. Was hung up on twice by operators. Finally spoke with someone the third time, who transferred me to the support agent in charge of moms chair, who is conveniently at lunch. First of all there is absolutely no communication between myself and the people at this Forth Worth location. I had no idea anything was missing or needed until I initiated the call. Second it's now been a whole week since they have received the paperwork necessary and they still haven't moved it along and completed their jobs. If they need something else, why haven't I been notified? This is no way to treat people who are coming to your company with a necessity. I want a response from a supervisor who is going to resolve this issue and get the process in "motion" Order number XXXXXXXXBusiness response
12/20/2022
Business Response /* (1000, 5, 2022/11/15) */ Better Business Bureau November 15, 2022 Re: **** ******. case # XXXXXXXX was filed on 11/14/2022 Dear Better Business Bureau: We refer to the above and your recent correspondence about **** ******. At Numotion, we take the privacy of our customer's personal and health information very seriously. To comply the Health Insurance Portability and Accountability Act ("HIPAA") and other state laws that protect customer information, Numotion does not disclose information about any customer without authorization from that individual. Please find enclosed Numotion's Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide Numotion with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below. If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at 5741 Midway Park Blvd NE Albuquerque, New Mexico 87109. You can also email us at [email protected]. Or call (800) 500-9150. Yours sincerely, Sonia Q****** Customer Experience Team Consumer Response /* (2000, 7, 2022/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Director called to give me an update and process and now moving to the next step. Thank you!Initial Complaint
11/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Have had several delivery dates, all ending up in a no-show, and plenty of lame excuses, going back to September 15, then I told it's on back order, then in October it gets shipped to las Vegas, 3 me weeks later, I was supposed to get it yesterday but no it is in Denver, Co and told maybe, just maybe today. It's now 9:30 am here, just call Mandy with Numotion in Loveland, Co to see if this delivery is is going to happen today but no one is answering. Last week I seen a women in my building receive a power wheel chair, one that elevates from frontier mobility in a third or more less time than the time I spent dealing with Numotion. Every day it is a new excuse and a new line of bs. Would be nice to know when I'm actually going to get it.Business response
12/11/2022
Business Response /* (1000, 5, 2022/11/15) */ Dear Better Business Bureau: We refer to the above and your recent correspondence about ***** *******. At Numotion, we take the privacy of our customer's personal and health information very seriously. To comply the Health Insurance Portability and Accountability Act ("HIPAA") and other state laws that protect customer information, Numotion does not disclose information about any customer without authorization from that individual. Please find enclosed Numotion's Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide Numotion with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below. If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at 5741 Midway Park Blvd NE Albuquerque, New Mexico XXXXX. You can also email us at *******************@Numotion.com. Or call (XXX) XXX-XXXX. Yours sincerely, Ariel B****** Customer Experience Team Numotion **** ******** ******* Suite *** ***** ***** ** XXXXX Authorization and Release for the Use and/or Disclosure of Protected Health Information I hereby authorize Numotion to use or disclose specific information (described below) about: ___my ___my child's or (give relationship) ____________________ medical condition. Patient Information (Please Print): Name_________________________________________________________________ DOB __________________________________________________________________ Address________________________________________________________________ Please check/specify the following type(s) of information which you agree to be used or disclosed according to this Authorization and the purpose for the use or disclosure: Protected Health Information (detailed below) to be disclosed to other entity Protected Health Information (detailed below) to be used or disclosed as a story in a Numotion publication or advocacy document (print or electronic), the Numotion web site, social media channels, audio, video, television or film. Photographs to be used or disclosed in Numotion's publications or advocacy documents (print or electronic), website, social media channels, audio, video, television or film for marketing/public relations purposes. Protected Health Information (detailed below) to be disclosed to the news media. Please describe the Protected Health Information to be used or disclosed, and to whom it should be disclosed (if applicable): ___________________________________________________________________________________ ___________________________________________________________________________________ I hereby authorize the use and disclosure of the Protected Health Information for the purpose and extent stated above. This Authorization will expire five years after the date below, or sooner by my choice (in which case this consent will expire on ____________________). This Authorization may be revoked at any time to the extent that use or disclosure has not already occurred prior to your request for revocation. I understand that my refusal to sign will not affect my ability to obtain treatment, payment, enrollment in or eligibility for benefits. Please note: the Protected Health Information used or disclosed as a result of this authorization may be subject to redisclosure by the person or entity receiving such information, and thus is no longer protected by the federal privacy regulations. Photos or images specified above become the property of Numotion, or its representatives. This Authorization is given without promise of compensation. The parent/legal guardian and/or the patient release to Numotion any right, title and/or interest of any kind they may have in the information or images produced. By signing below, I authorize Numotion to use or disclose any medical information specified in this Authorization. Signature: ____________________________________________________ Print Name: _________________________________________________ Date: _____________ Check one: ___Patient __¬_Parent ___Legal Guardian The above statements must be signed and dated to be valid. If the patient is an emancipated minor or 18 years of age, he/she is required to sign the Authorization. A copy of this Authorization must be provided to the individual completing this form. Consumer Response /* (2000, 8, 2022/11/16) */ I received my power wheelchair 4-5; hours after I sent you this complaint. Thank you for your time and efforts, but Numotion has finally come through for me. Guess there were some problems with the tracking number, the chair being sent to Las Vegas
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Customer Complaints Summary
21 total complaints in the last 3 years.
10 complaints closed in the last 12 months.