Business Profile

Wheelchairs

National Seating & Mobility, Inc.

Headquarters

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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:08/06/2024
Type:Delivery 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.
Late last year my son was assessed/measured for DME that has knee pads. At the time, he was smaller and the appropriate sized knee pads were installed (3.25"). Since then he had growth due to his GI doctor properly examining him for lack of weight gain. His knee pads no longer fit and he needs the 4.25" ones. I first contacted *** through their contact form about four weeks ago. After almost a week I attempted to call the ************* (**) Branch location to get a status update. As expected they never answered the phone and they do not return voicemails. So I contacted the national customer care line. The representative stated that the info I provided was forwarded to the ** Branch. I waited another week and contacted the ** Branch for a status update. Much to my surprise they answered after being on hold with the automated system for almost ten minutes. The representative stated the information had been forwarded to "the specialist" for a Growth Assessment. I told them my son doesn't need a Growth Assessment and just needs the knee pads ordered and shipped to my home; I had provided them with the correct part number and everything for the new pads from the manufacturer website when I originally filled out the Contact Form. I waited another week (last week) to get another status update. The representative basically told me that "the specialist" hasn't gotten around to it and it's still on their to-do list. It's a replacement part that I supplied the part number for; it's not difficult to submit the order and have it shipped to my home. These knee pads are almost $500 and the **** I believe, is in rental status right now so *** has to cover it; do I really need to buy these myself and bill NSM for reimbursement? Order the part and have it shipped to my home so I can swap them out myself. I don't need *** trying to scam my insurance for an unnecessary "Growth Assessment" and I don't need a technician or "specialist" to do it for me.
Business Response
Date: 08/16/2024
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: 08/16/2024

Complaint: 22099273

I am rejecting this response because: this is the generic canned response NSM uses for all BBB Complaints and there wont be an acceptable response until they actually attempt to resolve the issue. I look forward to *** resolving the issue after their next BBB Response. And if not, Ill reject that response too. I have noticed in other complaints that *** will respond stating they contacted the complainant, but dont actually do it.

Sincerely,

***** ******
Business Response
Date: 09/03/2024
Subject: RE: PRIORITY - ***** ****** *********** BBB Complaint #******** - Privileged and Confidential

Good afternoon!

The ******* is not a rental and was paid for by Tricare. NSM delivered the medium 4.25 knee pads. I talked to dad and he measured the knee pads wrong. We are going to order the next size up (large) per dads request. Edd will get the quote and we will process the ** as an even exchange.

Thank you,
Customer Answer
Date: 09/04/2024

Complaint: 22099273

I am rejecting this response because: the conversation in question took place 8/21/2024. Since then there has been no updates or confirmations on the order for new knee pads. Its now been 2 months since the original request was made. It was only discovered that they were the wrong size requested during the 8/21 conversation. As stated in my first reply: I will reject responses until an actual resolution has been completed.

Sincerely,

***** ******
Business Response
Date: 09/24/2024
*** shipped parts needed on this matter to client on 09/17/2024,
Customer Answer
Date: 09/25/2024

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:07/20/2024
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.
In late February I contacted thisbusiness to repair my power wheelchair. A representative came out, evaluated the problem and eventually a new part was ordered; it was installed 4/29/2024; I paid personally. It became apparent there was something wrong and I called thisbusiness 4/30/2024. I was told a replcement would be ordered, all under warrantee. I called to check status about 4/21/24.On 5/29 I received a text that the order was in progress. As of today, 7/20/24 I am still waiting. No one has come to examine the part in question; no one has called to schedule an appointment to do so. I have made numerous calls all to no avail. I will not use this firm again and will never recommend them. I will tell anyone who asks to run the other way.
Business Response
Date: 07/22/2024
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:07/10/2024
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.
They took my wheelchair in for repair of something they already repaired which didn't hold. They have kept my wheelchair for over 7 monthsin order to rebill ******** They have now billed ******** for things that weren't even wrong with my wheelchair and still have not returned it to me. They purposely held the chair so they can bill ******** again. The first repair was faulty and ******** would not pay again for their shoddy work so they held it until time passed and ******** would pay again in meantime me on run around. **** s of the *** division in *********** ******** is the one responsible for what i call ******** fraud and his ******* for the phone games to keep me at bay. There is no good reason why they should have my chair should be gone from me for so long then constantly lied to about where it is
Business Response
Date: 07/11/2024
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
Customer Answer
Date: 07/11/2024
It has been 8 months without my wheelchair i was provided with a loner which does not suit my needs. I have basically been a prisoner in my house only able to get basic needs done outside. I was told estimate july 1st my chair would be ready now it pushed to after the 17th. I was not able to join any family functions and have now missed half of the summer. I am an active poll worker and had to miss last two elections missed vital financial that i depends on. It does not take 8 month to fix a wheelchair. I get nothing but the run around when i call i have not been contacted by them i always have to call. I need answers because this has severely inpacted my well being and mental health. Someone needs to speak to me directly
Business Response
Date: 07/16/2024
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.

Respectfully,
NSM
Initial Complaint
Date:07/02/2024
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.
National seating and mobility is HORRIBLE! We requested that my daughters custom wheelchair be repaired on March 27, 2024. They looked at the chair and said they would order the parts, which include new wheels (her's are broken!!). We called and called. The parts weren't in. They called us in mid-May and said the parts had arrived but insurance (my daughter has Mainecare, which is ******** in the state of *****) hadn't come through yet. When I called back later that day I spoke to someone else who said that the request had never been submitted and they would do it right away. I called 2 weeks later. Still no insurance approval. I called today. Still nothing. This made me suspicious so I called the insurance company today. THE CLAIM HAS NEVER BEEN SUBMITTED!!! My daughter is using a dangerous wheelchair as her only form of independent movement and we have no way to get it fixed!! When my daughter went back to the *************** in July of 2022 the staff were horrified at the state of her wheelchair. It had been repaired incorrectly and sub standard parts had been used by *** ******. They had to call *** Atlanta to come and repair her chair. I do not know how to repair a wheelchair and did not know it was so awful. The staff at the *************** deal with wheelchairs all day, every day and I completely trust their assessment. I'm sure my daughters physical therapist from ******** would be glad to attest to the horrible state of her chair. We desperately need to have her chair fixed and have no other option. I will be calling Mainecare to complain about *** Bangor in the hope of getting them to contract with a wheelchair provider in ******. I will also be writing to the ADA.I think the ************* should be audited and examined by the *** parent company. The *** in ******* was wonderful. The ************* is poorly managed, poorly staffed and appear to have no accountability to the handicapped people that are forced to use them.
Business Response
Date: 07/03/2024
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:06/26/2024
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.
To whom it may concern,At the end of last year, I ordered a wheelchair from ********************* of National Seating & Mobility in *****, **. I payed $7300. We met in person around Christmas to make some adjustments to the back, and during that meeting I told him I would like to make some changes to the wheels. I needed solid rubber tires and projection hand rims.**** said okay and left with my wheels. That was 7 months ago. For the first couple of months I wrote regularly to check in and see how things were going, and I got noncommittal responses. Then one day he just stopped answering. I waited patiently, sending texts every couple of weeks, but after two months I figured that maybe **** had left the company and no longer had access to his work phone.I contacted another NSM employee named ********************* to see what was going on. To my surprise, he told me **** was out on delivery and would get back to me soon. That was May 16th. I waited until May 23rd to write ****** again and tell him that **** had still not contacted me. Dayron did not respond. I sent him another email on June 9th, again no response. This situation has evolved from annoying, to frustrating, to infuriating, and now just extremely confusing. I dont understand how a company can function with this level of disregard for its customers. More importantly, I dont know how to get my wheels back. Please help. I do not currently have a working phone number so please use my email to contact me.Thank You,************************* ***********************
Business Response
Date: 06/27/2024
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
Customer Answer
Date: 06/30/2024

Complaint: 21907753

I am rejecting this response because although they SAY they will address this matter with their client (me), they have yet made no effort to contact me. i have been lied to and ignored too much by this company to accept a statement like that.

Sincerely,

*************************
Business Response
Date: 07/02/2024
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: 07/02/2024

Complaint: 21907753

I am rejecting this response because:
They have not communicated with me. my email address is *********************** and my cellphone is ****************. i will add that this ticket will not be closed until the job is done. if they are in such a hurry to close this ticket, they should keep in mind that i have waited on them for almost 8 months.
Sincerely,

*************************
Business Response
Date: 07/09/2024
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:06/22/2024
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.
Manual chair with power assist was ready per NSM 5/31/24. Contacted prior to pick up appointment to let them know I am now housebound with declining health and to request delivery. I was told I made it in for the fitting I could make it in for the pick up. Explaining once again I am on home health and unable to travel I was told they no longer deliver. Insisting on a delivery/orientation I was told, fine but it will be several months. Explaining again I was homebound with out it, I was told "that's your issue." Chair is paid in full. Website lists delivery and service options.
Business Response
Date: 06/24/2024
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
Customer Answer
Date: 06/26/2024

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 if addressed in a timely manner.

Sincerely, ASB

***********************
Initial Complaint
Date:05/16/2024
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.
Terrible service. Months of no brakes on my daughter's wheelchair. Lost orders. Incorrect orders. Currently being told that I can pay for an order or they can start it again witu insurance, which would mean getting another script. My daughter just needs a pummel for her wheelchair. This was from October. The order wasn't actually submitted and supposedly was in Dec and I was told it would be delivered in March. No show. No call. And now I have to start the order again? My daughter has had hip surgery and needs a pummel. She also needs front wheels as her chair is incredibly tippy at the smallest little bump. I asked to speak to a supervisor and was told they have no manager. Um, what?!? I have tried to go through another companies, but nobody has time to work on a chair that wasn't ordered through them. My daughter deserves better than this.
Business Response
Date: 05/17/2024
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
Business Response
Date: 05/28/2024
NSM replied to the original response on 5/17/2024. Per the notes in our system NSM contacted the parent. Our note also indicates the Regional Area Director called and left a voice message on 5/23/2024, and is currently waiting for a return phone call from the parent.
Respectfully,
NSM
Initial Complaint
Date:04/25/2024
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.
My son was fitted for a power chair in December 2023 by national setting and mobility while we were at the ********************* in ******* . National setting Told us it would take 3 months to get the chair delivered. It has been 5 months and still have not received the power chair . Every time I call I get the run around and told the *************************** has the order and they havent sent it to ********* . And the *************************** blames everything on the Nashville branch : I call every day and get the run away and hang up feeling lost with no answers . National setting and mobility is very unprofessional and they dont care about there customers . They could care less if disabled people have what they need . I spoke with a Crysatal In funding and she told me that its hard getting tenncare to pay for anything . I told her everything about dealing with national setting and mobility is hard . They dont try to make anything easy for you and everyone I talk to at the ******* location was rude . As I type this my son still doesnt have his power chair . He was giving a ragged loaner chair that the arms falls off and the seat belt doesnt work . This ridiculous.
Business Response
Date: 04/26/2024
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:04/23/2024
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 been attempting to contact this business for over 2 months on an almost daily basis to receive maintenance in the form of new batteries for a quantum power chair. I have not been successful in receiving a call back. This has now reached a crisis situation, which was left on recent messages, as the battery holds only a brief charge. My husband has no other feasible means of locomotion.
Business Response
Date: 04/24/2024
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:04/08/2024
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.
Paid final payment for product July 2023. Company lost my check for final payment. Company didnt notify me until 8 months later. Now asking for another payment. Bad business practice or fraudulent practice
Business Response
Date: 04/10/2024
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
Customer Answer
Date: 04/11/2024

Complaint: 21548021

I am rejecting this response because:
My check was lost as verified by the company, and no solution has been given. I suggest that the company make some sort of compensation with me for its mistake. I should not be liable for making a full balance  payment when the balance was paid off 8 months ago . Its the companys fault for losing my payment.( copy of lost check is attached)
Sincerely,

*****************************
Business Response
Date: 04/19/2024
Thank you for contacting National Seating & Mobility and bringing this matter to our attention. NSM investigated the matter and addressed the concerns directly with the client. This payment posted on 04/17/2024.

Thank you,
NSM

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