American Seating & Mobility

We began to use American Seating and Mobility services a few years ago when they were among the few who specialized in a wheelchair that meets specific prescription requirements and we had to order through them. We regreted this decision almost the month after we made it, and as with this type of service once you purchase a product through them you are there until you qualify for another purchase of a wheelchair, regardless of the professional competence or service received; which means having to endure any treatment for years. . Now 4 years later, regrettably we can't give a good recommendation, they have been consistently late, undependable, lack basic customer service expectations, and are really unprepared when needing to fix a highly needed wheelchair. Sometimes, on occasions, we have good service from one particular worker who knows the mechanics of the chair, but overall, consistently the experience has been poor. When a person who is quadriplegic is unable to have the medically prescribed motorized wheelchair taken care of effectively, correctly, and in timely fashion that person is cut off from society, from meeting their basic needs, and is put in danger (i.e. pressure sores developing in another manual chair that does not offer the support needed). When this occurs repeatedly, and when the problem is known yet getting the paperwork and ordering parts (incorrect ones at few times) and follow up done is compromised regularly, and when it is treated without any apparent sense of urgency, without acknowledgement of potential needs, or accommodations from his business it becomes a chronic problem and an alarmingly irresponsible behavior. At this point, after more than a month waiting for a said part to arrive, and not receiving the promised follow up phone calls even after we call, we are extremely dissatisfied and upset. We are seeking ways to see if we can use another business to complete the needed repair (which is not unexpected) .... We do not recommend this business at all.

Review: American Seating and Mobility provided me a motorized wheelchair that is too heavy (over 400 pounds!), too large and completely inappropriate. It is unsafe to use in my home or in the wheelchair adapted van that I purchased specifically for the purpose of regaining independence in the outside world by using a motorized wc and the van. I have MS and must use a motorized mobility device. The company and it's representatives insisted on creating a wc that had very heavy components (eg "tilt in space" ) that were unneeded and added hundreds of pounds of weight. I believe this wc may have been made to meet the Medicare requirements that allow the company to sell the chair to meet rather then rent it and to avoid competitive bidding.The ASM representative, his supervisor and the company president refused to acknowledge my communications or request that the provide a different chair that will be safe to use in my home and van (the current weight exceeds the limits that can be used on inside ramps and in the van). They would not even respond to repeated inquiries by several medical professionals.They appear to have put profit over customer care and perhaps assume that the older, medically disabled customers they "serve" will not have the time, energy or knowledge needed to overcome the roadblocks that seem to have been created to prevent people from getting the wheelchairs they need.Desired Settlement: Take back this wheelchairProvide me a motorized chair that is the correct size and weight and has correct features.Provide me a motorized chair that I can use safely and appropriately in my home and my wheelchair adapted van.That chair should be a much cheaper chair that the one that is sitting in my living room-( because I can't use it for anything other than a "coat rack" at this point!)

Business

Response:

January 7, 2014

The

Revdex.com

RE:

Complaint ID: [redacted]

[redacted] – [redacted]

Dear

Mr. [redacted]:

On

February 13, 2013 American Seating & Mobility received a faxed from the

outpatient physical therapy center at Evergreen Hospital to help [redacted]

[redacted] obtain a power wheelchair.

Upon receiving the referral, attending therapy evaluation, and doing a

home visit it was initially determined that Ms. [redacted] could use a

power chair without power seating. Power

seating was mentioned to the therapist and though she had significant edema,

and sitting tolerance was minimal she could still transfer onto another seated

surface for foot elevation and weight shifting.

For this reason power tilt was not initially requested.

Since the initial evaluation performed by the therapist,

[redacted], DPT, Ms. [redacted]

continued to decline in function and the edema got worse. Due to this concern, Home Health was

initiated by her doctor, [redacted] to provide in home care rather than

traveling to and from medical appointments.

Because of the rapid change in condition, [redacted], ATP (Assistive

Technology Professional and sales representative) mentioned to [redacted] (physical

therapist) that power seating should be considered. When dealing with Multiple Sclerosis, there

is no way to predict a person’s level of function. Ms. [redacted] was unable to return for a

further evaluation with the physical therapist so a request to upgrade the

specifications on the chair was transferred over to the Evergreen Home Health

therapist, [redacted], PT. and the team working with him. Mr. [redacted]

performed an evaluation and medically justified the necessary seating system

which the findings were concurred with by Dr. [redacted]. At this point, the entire

care team of Dr. [redacted], Mr. [redacted], PT, those working with Mr. [redacted] PTA, the

OT (occupational therapist) and Mr. [redacted] agreed upon the most appropriate

equipment needed to meet the condition of Mrs. [redacted].

At this time, [redacted], ATP brought in a demo chair with

power tilt and elevating leg rests to show Ms. [redacted] what the chair

would be like. Ms. [redacted]

currently has the same chair as the demo that was shown to her. Ms. [redacted] had an increased need for

weight shifting and increased chronic edema so it was in her best interest to

get a chair that she could manage her care independently.