National Seating and Mobility

This company should not be un business.You would think that a company offering services to the elderly/disabled population would be considerate of their target demographic needs.

I have called multiple times and have been told that they should be calling me back in about a week. I think they must bank on the fact that alot of us elderly folks forget that we should be expecting to receive a call from them, because they NEVER call back.

If you have Medicare, I suggest calling them to ask for alternative service providers.

My mother has been waiting a couple of months for her parts to come in. She called weekly. She finally got a call this week that the parts were in. She was so happy. Her wheelchair brakes aren't working. My 92-year-old mom has fallen out of her wheelchair 4x while waiting. When the service appointment time came, my mom waited and at the end of the 1 1/2-hour service window, they called. The parts were wrong, and they were canceling coming. They gave my mom no new information. She told them that her brakes were not working, the wheelchair was unsafe and that she had fallen out 4 times and that it was dire that she get it fixed. The NSM person told her they were not a health care provider to call 911 when she falls. That to me added insult to injury. How long does my mother need to be in a dangerous wheelchair while NSM gets its act together and orders the right parts, or checks them when they arrive to make sure they got the right parts? Given Medicare has paid for these parts do you have any accountability to Medicare, NSM, even if you have no moral compass?

We have had nothing but trouble with this company since October. We were originally told to expect my husband's chair in 3 to 6 months (due to Covid). In December we are told the hold up has been the hospital not completing paperwork - that was a LIE - the customer service rep had lost the paperwork and as a result submitted it late. We ended up changing companies for the chair and from start to finish it took 6 weeks. His hospital bed arrived in March, too short for him, the rails are garbage and when I called to ask about different rails was told there was nothing they could do. The hoyer lift we received from them is shot and has almost dropped my husband - extremely dangerous for him and those who care for him to use - now we are told the warranty repair will be done soon, but no definite date and no communication. Not only that, the trapeze my husband needs wasn't ordered until May, even though we were told months before that they are waiting on approval. This company is complete garbage and doesn't match up to the quality of the hospitals/rehab centers that keep recommending them.

0 stars: STAY AWAY FROM THEM!
I started the process for 3 different items for my son in August. They assured me these items would be ready for me in October. I had to call them my primary care provider the neurologist AND my insurance company multiple times over period of 7 months bc this nashville branch can't communicate or do proper paperwork. Around month 6 I had to move out of state for my husband's job (which they knew for the entire time). This entire time including up to a few weeks ago, they had said they were going to ship the items to the national seating location in my area. Today I find out these %@$!#!#@$@#@ sent my items back to the manufacturer! And told the new location to start my entire order and process over. How did I find this out? I called them and they sent me to vm 3 times. Then, a person from the location in this state called me to inform me of what they had done .I'm beyond livid. 🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬

Dear Specialist, Thank you for letter dated April 27, regarding ID# [redacted] It is National Seating & Mobility’s mission to provide the best care to our clients as prescribed by their physician and/or therapist NSM is aware of Ms***’s concerns and has been working directly with her to resolve themNSM has agreed to pick up her wheelchair and all components delivered in September of NSM understands that Ms [redacted] would like to resolve this as quickly as possible but the onus to do so is hers NSM has agreed to let Ms [redacted] continue using some parts delivered in September until she can secure loaner parts from her new providerHowever, as Ms [redacted] is aware, NSM cannot contact her insurance and request a recoupment of funds until NSM has picked up all equipment delivered in September and ensured all components are presentRespectfully, Carol R***Compliance Specialist

Thank you for the information regarding a complaint filed by our client, [redacted] ***It is National Seating & Mobility's mission to provide our clients with the best care to meet their needs as prescribed by their physician and/or therapistif it seems that we have fallen short of that mission in this case, we do apologizeHowever, we have been working very closely with Mr***s and feel that his issues are being addressed appropriately.NSM has actually completed multiple repairs to Mr***' power wheelchair, with the most recent repair completed on August 10, Because Mr [redacted] is a very active gentleman, repairs can be frequent and ongoingThere are current open orders for items that were identified as needed when other items were being completedAs we've explained to our client, we must meet the documentation and coverage requirements of his payers for each order before any outstanding repairs may be completed.Regarding the statement that we have "rigged up" repairs, NSM staff members have provided parts on hand to keep Mr***' chair operational while we meet the documentation requirements for new partsAs for returning phone calls, many of us speak with Jeffrey on a fairly regular basis and have explained the process to him each time.Unfortunately, a previous staff member seems to have made incorrect statements regarding parts that could be provided and in what time frameThe information that was shared with Mr [redacted] about business issues was an explanation of that, and of staffing improvements made at the [redacted] location that should provide more clear communication for him going forward.Again, we appreciate the input and are always open to opportunities to review our processes for areas of improvementIn Mr***' case, however, we do feel that we are being as responsive as possible while meeting the documentation and coverage requirements of his payersWe look forward to continuing to work to meet his very important mobility needs.Should you need additional information, please feel free to contact me directly at [redacted] or by phone at [redacted] ext ***.Respectfully, [redacted] ***Director of Compliance

August 15, Revdex.comNorth Wabash Avenue, STE [redacted] , IL RE: [redacted] Dear Customer Relations Advocate,Thank you for your contacting National Seating & Mobility regarding Complaint ID [redacted] It is National Seating & Mobility’s mission to provide the best care to our clients as prescribed by their physician and/or therapist If it seems we’ve fallen short of that mission in Mr [redacted] case, I do apologizeAs you may know, [redacted] requires documentation be completed in a particular order Unfortunately, NSM did have difficulty obtaining the qualifying documentation within the timeframe set forth by [redacted] Once NSM received the final paperwork from Mr [redacted] physician on August 10, 2016, NSM scheduled what should be the final step in the process, the In-Home Evaluation In an effort to speed up this process, NSM has submitted to our [redacted] review department and Mr [redacted] secondary insurance for prior approval Once the completed In-Home Evaluation form is received, NSM will add this to our submission to the [redacted] review department and expect to hear something within ten to fifteen daysAgain, we apologize for any unsatisfactory service Mr [redacted] may have received and thank him for bringing this to our attention NSM remains true to our mission and it is through input like his that we can move closer to our goal If you have any questions or would like additional information, please contact me at [redacted] @nsm-seating.com or [redacted] *** Respectfully, [redacted] ***Compliance SpecialistNational Seating & Mobility

Dear Specialist, Thank you for letter dated April 27, 2016 regarding ID# [redacted] . It is National Seating & Mobility’s mission to provide the best care to our clients as prescribed by their physician and/or therapist. NSM is aware of Ms. ***’s concerns and has been working... directly with her to resolve them. NSM has agreed to pick up her wheelchair and all components delivered in September of 2015. NSM understands that Ms. [redacted] would like to resolve this as quickly as possible but the onus to do so is hers. NSM has agreed to let Ms. [redacted] continue using some parts delivered in September 2015 until she can secure loaner parts from her new provider. However, as Ms. [redacted] is aware, NSM cannot contact her insurance and request a recoupment of funds until NSM has picked up all equipment delivered in September 2015 and ensured all components are present. Respectfully, Carol R***Compliance Specialist

I think I will call medicare and tell them whats going on!

been in chair since 86 incomplete para,I went thru this company to get a chair a quickie .I have flipped over a dozen time just backing up,the axel isn't adjusted right its more forward so when I go get in chair and roll backwards it trys flipping and has flipped,called the Oklahoma national seating and mobilty I called to complain this fing lady tells me they cant come fix till December,I have a wound vav on and its messed it up a couple times,this is bs they get medicare to pocket money and yet want some one to wait 2 months to send someone to adujust axle? when they are located in okc 140 miles away,they had no prob bring chair fast,charged my medicare,its just bs she told me 2 months someone would come fix,she tried gtelling me to put the wheelie bars on...I haven't used wheelie bars since 1986 for one reason I do a wheelie off curbs if no ramp,I can do a wheelie on a 4 inch curb and get on wwith out having help! first time used wheelie bars I went off curb the wheelie bars caught and threw me forward outa chair,that was86 and never again did I use them,im active and dontneed wheelie bars,probs the way the chair was put together ,so yes I have a prob with this company,2 months! nope getting hold of main company lets see what happemns if I call medicare on them! very disapointed!

Dear Mr [redacted] , Thank you for contacting National Seating & Mobility Our mission is to provide the best care to our clients as prescribed by their physicians and/or therapists It seems we’ve fallen short of that mission in your case and we do apologize It is our understanding that the necessary adjustments were completed and your power wheelchair was returned on November 1, Again, thank you for bringing this matter to our attention and we are truly sorry for any unsatisfactory service you received We appreciate your input which has given us the opportunity to identify areas for improvement If you have questions or would like to provide additional information, you can contact me at cr***@nsm-seating.com or 423-756-ext Respectfully, Carol R***Compliance SpecialistNational Seating & Mobility

I was in a car accident back in 2008, ever since then I have been in a power wheelchairThis company I have been with has not gave me any repairs to my chair like they advertise me and told me when they recruited me to the companyIt's been over a year since they have fixed my chair and don't return phone callsAnd share they have been sharing personal business issues with me, that just kind of scares me about my repairs ever getting doneI would rather not hear about their issues there, I'm just one of their clients/patientsAnd it just has been a complete run around with them for the past going on monthsI hate to sound like a crybaby but I've been so understanding with them and I believe I'm beginning to be taken advantage ofIf you guys could please help me out, you guys can call me anytimeThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear Mr***, Thank you for your follow up. While we are taking steps to prevent this from happening again, we understand your reluctance to seek services through this branch. You can certainly contact the Salt Lake City, UT branch for any future repair needsAgain, thank you for bringing this matter to our attention. If you wish to discuss any unsatisfactory service or the transfer of services to another location, you may contact Thomas L***, Regional Area Director, at 515-988-6739. For your convenience, I’ve also included the contact information for our Salt Lake City location, tooNational Seating & Mobility S Cottonwood Street Murray, UT P: 801-281-F: [email protected] Warm regards, Carol R*** Compliance Specialist National Seating & Mobility

Dear Mr. [redacted],  Thank you for contacting National Seating & Mobility.  Our mission is to provide the best care to our clients as prescribed by their physicians and/or therapists.  It seems we’ve fallen short of that mission in your case and we do apologize.  It is our...

understanding that the necessary adjustments were completed and your power wheelchair was returned on November 1, 2017. Again, thank you for bringing this matter to our attention and we are truly sorry for any unsatisfactory service you received.  We appreciate your input which has given us the opportunity to identify areas for improvement.  If you have questions or would like to provide additional information, you can contact me at cr[redacted]@nsm-seating.com or 423-756-2268 ext. 266.  Respectfully,   Carol R[redacted]Compliance SpecialistNational Seating & Mobility

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com Customer Relations Advocate [redacted]
[redacted]
* April 13, 2016 RE: Complaint ID [redacted] To whom it may concern, It is National Seating & Mobility’s mission to provide the best care to our clients as prescribed by their physician and/or...

therapist.  If it seems we’ve fallen short of that mission in the case of Ms. [redacted] and her daughter, I do apologize.  NSM evaluated the need for repairs on April 7, 2016.  At this time, the technician determined new batteries were in order.  NSM has confirmed that the batteries are not covered under warranty and payment was accepted on April 11, 2016. On April 12, 2016 NSM scheduled delivery for the next day.  Unfortunately, NSM was notified that the client was not available at this time after all.  Final delivery of the batteries has been scheduled for April 18, 2016. NSM has contracts with some insurance companies that do prevent NSM from completing self-pay orders.  This question has since been clarified, payment was accepted, and the client will directly bill her insurance.  NSM considers this concern this concern to be resolved.  If this is not the case or delivery does not go as planned on April 18, 2016, please contact me at [redacted] or [redacted] Respectfully, [redacted] Compliance Specialist National Seating & Mobility.

Dear Specialist, Thank you for letter dated April 27, 2016 regarding ID#[redacted].  It is National Seating & Mobility’s mission to provide the best care to our clients as prescribed by their physician and/or therapist.  NSM is aware of Ms. [redacted]’s concerns and has been working...

directly with her to resolve them. NSM has agreed to pick up her wheelchair and all components delivered in September of 2015.  NSM understands that Ms. [redacted] would like to resolve this as quickly as possible but the onus to do so is hers.  NSM has agreed to let Ms. [redacted] continue using some parts delivered in September 2015 until she can secure loaner parts from her new provider. However, as Ms. [redacted] is aware, NSM cannot contact her insurance and request a recoupment of funds until NSM has picked up all equipment delivered in September 2015 and ensured all components are present. Respectfully, Carol R[redacted]Compliance Specialist

August 15, 2016 Revdex.com330 North Wabash Avenue, STE 3120[redacted], IL 60611 RE: [redacted]  Dear Customer Relations Advocate,Thank you for your contacting National Seating & Mobility regarding Complaint ID [redacted].  It is National Seating & Mobility’s...

mission to provide the best care to our clients as prescribed by their physician and/or therapist.  If it seems we’ve fallen short of that mission in Mr. [redacted] case, I do apologize. As you may know, [redacted] requires documentation be completed in a particular order.  Unfortunately, NSM did have difficulty obtaining the qualifying documentation within the timeframe set forth by [redacted].  Once NSM received the final paperwork from Mr. [redacted] physician on August 10, 2016, NSM scheduled what should be the final step in the process, the In-Home Evaluation.  In an effort to speed up this process, NSM has submitted to our [redacted] review department and Mr. [redacted] secondary insurance for prior approval.  Once the completed In-Home Evaluation form is received, NSM will add this to our submission to the [redacted] review department and expect to hear something within ten to fifteen days. Again, we apologize for any unsatisfactory service Mr. [redacted] may have received and thank him for bringing this to our attention.  NSM remains true to our mission and it is through input like his that we can move closer to our goal.  If you have any questions or would like additional information, please contact me at [redacted]@nsm-seating.com or [redacted].  Respectfully,  [redacted]Compliance SpecialistNational Seating & Mobility

BEWARE of this company! When they "sell" you a power chair, they don't tell you it's a rental and you may owe more than your co-pay. I paid the 20% copay they asked for, and assumed the insurance company paid the other 80%. The chair is mine, it's in my home and the deal is completed. Period.

Now they claim they're not getting the full rental fee and they want me to pay more! Not going to happen. I paid what was agreed upon, which is in writing. Then a year later they want more money???!!!???

Nope. I feed their statements to my hungry shredder. DO NOT do business with these scammers!