Nu Motions

Initial Business Response /* (1000, 5, 2016/06/08) */
We did start on the orderThe order requires outside documentation to be authorized through insuranceThe Physical Therapist did not do a complete evaluation and it was rejected by the insuranceWe went back three times to the Physical
Therapist to have corrections doneWe have no control over what the therapist writes, how they write it or how long they take to do itWe have resubmitted it to the insurance and are awaiting an answerI looked in clients notes and we contacted her times that is documentedThat is at least once per month and no messages are lsft unanswered, as that is against company policyI have as the Manager never been asked to speak with herWe are awaiting insurance response at this timeShe can pay cash for item if desired and this has been communicated several times
Initial Consumer Rebuttal /* (3000, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Perhaps the company has a policy of always answering their messages, but I have documented times I left messages either on the phone or by office helperNone were answeredI talked to the customer care person mostly when she happened to answer her phoneIn January she told me that a manager was working on my case and she would ask the manager to call meShe never didFour of the unanswered messages I left were for the managerStarting in February I've been successful in communicating by email; the last one from them was on 4/22/The status at that time was that they had everything they needed to forward to the insurance companyMy two emails after that requesting status are unansweredI only wanted to know if my file had been submittedI know that the okay must come from the insurance companyIt has taken so long and with my inability to get status for most of the year I couldn't help but assume that nothing was being doneI remain hopeful for a new wheelchairI'm in it all day everydayIt is not a luxury
Final Business Response /* (4000, 9, 2016/06/22) */
*** was called this morning and updated on the status of her orderI have, as the manager received one phone message back in April that I did attempt to returnI am leaving my email as that is the best way to communicate with me***@numotion.com please see that *** receives my emailHer order is requiring doctors signature and consequent submittal to her insurance for prior authorization
Final Consumer Response /* (2000, 13, 2016/07/07) */
I'll pursue it with the managerThe issue will be resolved when I finally get my new wheelchair which was ordered May 11, Thank you for your help