Numotion

Dear Revdex.com: This letter is in response to your notification letter of March 21, 2018, in which you informed us of a complaint about Numotion. Unfortunately, we are unable to disclose any information about any customer without a valid HIPAA-compliant release from that...

individual.Please know that we make every attempt to respond quickly and completely to all customer concerns, and welcome input and suggestions from all customers.Should you have any further questions, please feel free to contact me at ###-###-#### or by email at [email protected]. Sincerely,Cary R[redacted]Customer Experience Team

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. 
Regards,
 
[redacted]

February 21st 2018
Yes I too had the unfortunate experience of purchasing a wheelchair through numotion that was $44,000 and needless to say they never serviced it properly most the time the thing didn't work when I needed batteries and tires they would put me off for months at a time. I was told I could not take the chair outside due to medicare's instructions which I found out that that was a lie also. I've had more trouble out of this company than I care to even discuss they have now dumped me on a company that's not even affiliated with them stating I should never have gotten that chair. I have two chairs in my home one supposed to be which they took Parts off of my chair to put on their loaner they did not put the chair together properly there are no leg rest and many parts missing I've cut my leg three X and now I have to find another way to get a wheelchair I have not walked in 13 years I have been discriminated against due to my disability they discriminated against my disability lied and left me hanging. I have had these chairs one since June of 2017 and the first one I have had since August 11th 2015. They're the ones that screwed up the paperwork not me I've been punished and I've been left to sit in my own juices to trust me I know what that's like if it had not been for my son I don't know what I would have done numotion sucks big time and I hope they get what's coming to them. I was also written a letter by their office saying that I was a very difficult patient to deal with it's really strange that no one else has that opinion of me and now all of a sudden they've been with me for years and they think I'm wonderful I wish they'd make up their mind they lie so easily through that mouth of theirs and they all say the same things whatever they're told to say they don't have heart they don't have compassion and they have no love for their clients that they should be serving with love and compassion and understanding. I also went through a two-hour evaluation at the hospital in order to get this chair they're the ones that had it done I didn't my doctor signed off on it everything was supposed to be fine I found out a year later they got the money recouped because Medicare said they didn't do the paperwork properly and now they want me to suffer even more and I am I'm in a great deal of pain this chair the brakes don't work on it half the time it rolls backwards it scares me but do they care no worst company I've ever done business with

Date
October 23 Called to make appointment for October 27 at 10:00
October 27 Went to numotion in Sunnyvale at 10:00 after making appointment. I showed the technician the part that I needed from Sunrise Medical schematic and on wheelchair.
November 3 A quote was printed. It was sent by “snail” mail, because someone was too lazy to call me by phone to get my email address. Letter post marked November 6, arriving at my house on November 8 after the office was closed.
November 9 Called to approve quote. Left message at 8:30, called again at 12:00 to make appointment for November 27, for 10:00.
November 27 Arrived at shop at 10:00 and was told technician was out assuming that the appointment would be at my home. Technician arrived back at office at 11:00. Someone ordered the wrong part, a full saddle, not the part that I told them to order, a 1” half saddle ¼” hole. Linda came out to explain the error and that the part would be ordered that day and should be in by the end of the week. This was a 34.8 mile round trip taking one hour due to slow traffic.
December 3 and 4 Called Linda to get update on part. No return call.
December 5 Called Linda, went to voice mail. Called national office who transferred me to a person at the Sunnyvale office. Made appointment for December 12 at office for 3:00.
December 12 Received a call from Andrea in the morning at office to schedule appointment to have part installed. Appointment made on December 5 for December 12 not on record. Appointment in office not available until December 19. Appointment made for December 14 at home between 1:00 and 5:00. Told to call Andrea on day of appointment to get a better estimate.
December 14 Part installed at home and wheelchair functional.

It took more than seven weeks to get a $8.50 part and 15 minutes to replace the part. If this is your standard for wheelchair repair, I won't be using numotion again.

I have been a NuMotion customer for years now and spent most of that time trying to get my chair serviced. I'm sure maintenance is capable but no one at this company makes themselves available. I called this afternoon around 4:30 and the machine notified me but they were closed. It went on to inform me that they close at 5. This is the way NuMotion operates. You call and you call and you call and no one answers and no one returns your plea for help. It's disheartening. I've basically been a prisoner in my home for at because I've had a faulty battery for that long. A trip to the mailbox and I need to recharge. This falls on deaf ears. Simply put, they have the worst customer service I've ever experienced. Be warned.

Tried 2 get service on my Jet3 Ultra. On 9/30/13 they replaced my batteries, good service. The batteries as of June 2017 failed 2 hold a charge. Called and was scheduled for service on 6/16 early afternoon. Tech called stated he would not b here until 4 or 4:30. Asked him to reschedule as I had previous things 2 do. He stated he would notify The office. I heard nothing from the office so I called June 19th to reschedule, girl scheduled me for june22nd. Heard nothing about scheduled time of day on the 22nd. Called office, they advised that I was not scheduled for the 22nd. Manager is suppose 2 call me to reschedule. Will notify Humana 2 see if they can get me some service.

I spoke to [redacted] via phone on 4/7/15. He had previously cancelled his order as he stated he did not want services from us, I then reactivated the order on 4/7/15. In the time we were processing his order he did have a repair rental chair to utilize while his was being fixed. [redacted] was...

also provided a loaner charger. As for the battery issue, we are very certain that are battery provider gives us quality product. If it does have issues then we have warranty processes in place.[redacted]'s equipment was returned on 6/29/15 and I do not see any open orders currently.

Dear Revdex.com Serving Central, Northern and Western Arizona:This letter is in response to your notification letter of December 19, 2014, in which you informed us of a complaint about Numotion. Unfortunately, we are unable to disclose any information about any customer...

without a valid HIPAA-compliant release from that individual.Please know that we make every attempt to respond quickly and completely to all customer concerns, and welcome input and suggestions from all customers.Should you have any further questions, please feel free to contact me at ###-###-#### or by email at [redacted].[redacted]@numotion.com.Sincerely, [redacted]Customer Experience Team

They are requesting that payment for bills already paid. Many messages and no return correspondence.I have been trying distance myself from NuMotion. I called many, many times two weeks ago and left many messages. I never talked to anyone nor did anyone call me back until I called a random extension and told them I needed my information released to me. Which they did. A week later, I received a bill which was dated December (it's July). I checked with my bank and they had proof that I paid the bill in October. So u am confused on why they would try to bill me when I haven't used their services since October. I ha e tried calling multiple times for the last three days and left my call back number on many different voicemails and have heard nothing back. I finally got a person today and the first question she asked was what type of insurance I have [redacted] Why should my insurance coverage dictate the customer service that I get? I waited over fifteen minutes on hold to speak to a supervisor and still ended up getting voicemail. I need my wheelchair and this company has been jerking me around for years. I feel that as a customer that I am not their priority.Desired SettlementI would like the bill resolved and to be removed entirely from their system.Business Response July 19, 2016Response Via US MAIL & Via Website:Revdex.com XXXXX Munford Road Suite 130Raleigh, NC XXXXX-XXXXPhone: (XXX) XXX-XXXX Fax: (XXX) XXX-XXXXRe: [redacted]; Case No. XXXXXXXXDear This letter is in response to your notification letter of July 13, 2016, in which you informed us of a complaint about Numotion. Unfortunately, we are unable to disclose any information about any customer without a valid HIPAA-compliant release from that individual.Please know that we make every attempt to respond quickly and completely to all customer concerns, and welcome input and suggestions from all customers.Should you have any further questions, please feel free to contact me at (XXX) XXX-XXXX or by email at [redacted]@numotion.com.Sincerely,[redacted] T. [redacted]Customer Experience Teamcc: [redacted]

Review: I waited 67 days for my power wheelchair to be repaired. That was 67 days from the repair person coming to my home to diagnose the problem to my power wheelchair being fixed. I use a power wheelchair because I cannot walk. I purchased my wheelchair from AccessAbility-a local company. Their repair service has since been sold to Numotions-a nation-wide corporation. This corporation has no customer service or sense of urgency. People who use power wheelchairs depend on their wheelchair for all of life's necessities. 67 days is unacceptable!If you are purchasing a new wheelchair, please think about repairs your wheelchair will require. Choose wisely!Desired Settlement: I want people who are purchasing their new wheelchair to be aware of repair perils! You can never have too much information.

Business

Response:

Understand that we are a provider of home medical equipment and as such are beholden to all applicable HIPPA an associated PHI so I will respond to the customers complain in general terms where necessary.

Review: My son is 10 years old and has a condition called Cerebral Palsy, which requires him to use a power wheelchair for independent movement as he cannot walk. I have been dealing with NuMotion since we have received the wheelchair and the customer service has been terrible. I have been able to look past on some issues that have taken up to 4 MONTHS to resolve; however this last incident has been the icing on the cake. Approximately 1 month ago, my son lost power on his wheelchair which left him using a stroller for transport. In effect, it is much like someone taking away your legs and telling you that you have to ask for assistance to even take a step. The wheelchair company came out approximately 12 days ago and stated that they would get the part that needed to be fixed. Here we are, still waiting for my son's independence. It was reported that the company is waiting on paperwork from my son's doctor. I spoke with the doctors office and they have received NO requests for information. If I had the choice, I would never do business with this company again; however now I am stuck. I believe that this is a violation of my son's rights to prompt and adequate treatment and he deserves to have great service, even if our location is "out of the way" for the company.Desired Settlement: I want my son's wheelchair fixed promptly.

Review: On Monday, July 27, 2015, a technician from Numotion came to replace the battery in my scooter per my request. In the process of changing the battery, the technician removed parts that rendered my scooter completely inoperable. When I questioned him concerning the reason that he removed any parts as there was nothing wrong with my scooter other than the battery not holding a charge for as long as it should, he simply replied that I needed new parts and left.

Now, I am currently without a working scooter. My scooter was fully operational before the technician arrived and completely inoperable after his servicing. And again, the technician could offer no explanation as to why he removed working parts without having done an assessment of the parts.

After having made several calls to Numotion, I have only been left frustrated, for no-one is able to explain the technician’s actions, nor is anyone willing to have the technician return to repair the scooter.

On Wednesday, July 29, 2015, I was told by a supervisor at Numotion that my parts would arrive in three weeks. Of course, I need not mention that I have the scooter to allow me greater mobility. Without it, I have great difficulty making frequent, very important medical appointments and performing tasks necessary in my daily life.Desired Settlement: The actions of Numotion are hardly a model of excellence in customer service and furthermore reveal a lack of concern for disabled persons. I would like my scooter repaired immediately. And I do mean immediately, as I cannot be without it.

Review: My wheelchair has been recently repaired by NuMotion, but the battery they replaced is not working properly. The wheelchair needs to be started and restarted when in use. It will read full and then stop and need to be restarted. I have been stranded on my wheelchair in dangerous places. They refuse to fix the problem based on a bill I was recently notified about from 10/15/2013. They did charge my insurance company and have not done the repairs that they say were done.Desired Settlement: I would a technician to evaluate why the wheelchair is not working properly and replace the recently installed defective items.

Business

Response:

Re: [redacted]; Case No. [redacted] Dear Revdex.com of Western Pennsylvania: This letter is in response to your notification letter of June 24, 2015, in which you informed us of a complaint about Numotion. Unfortunately, we are unable to disclose any information about any customer without a valid HIPAA-compliant release from that individual.Please know that we make every attempt to respond quickly and completely to all customer concerns, and welcome input and suggestions from all customers.Should you have any further questions, please feel free to contact me at ###-###-#### or by email at [redacted].Sincerely, Ramona T. M[redacted]Customer Experience Team cc: Ricardo Garcia

Review: I had a replacement put on my seat on my power wheelchair and it was only on there for 6 month's and it was ripping at the seams and when I called they told me that I would get another 1 which I was fine and now they put a new 1 on and now it is ripping at the seams at 5 different places and it has only been on there for since may 16 2015 and charged [redacted] $952.44 and they paid bill code ([redacted])and charged me labor $31.90 and charged me seat base$196.28 total $228.01. I made 3 call's to nu motion told me no warranty also told me that they will not replace the seat because it was 2 month's old. if it was 2 or 3 days old they would of replaced it.. since they are not replacing it I am not paying the amount owed to them. I also filed a complaint with my insurance company.Desired Settlement: I would like for you to have them replace my seat and not have my insurance or I to pay for it

Business

Response:

Re: [redacted]; Case No. [redacted] Dear This letter is in response to your notification letter of August 3, 2015, in which you informed us of a complaint about Numotion. Unfortunately, we are unable to disclose any information about any customer without a valid HIPAA-compliant release from that individual.Please know that we make every attempt to respond quickly and completely to all customer concerns, and welcome input and suggestions from all customers.Should you have any further questions, please feel free to contact me at ###-###-#### or by email at [redacted].Sincerely, [redacted]Customer Experience Team cc: [redacted]

Review: On 8/9/13 a NuMotion technician came to my home to repair my wheelchair. He collected $69.68 for my share of the charges, which totaled $1482.25, the balance being billed to my health insurance, [redacted]. Later I received an invoice from the company's St. Louis, MO business office, under their former name United Seating and Mobility, showing my share for the repair was actually $17.62 and I had a credit balance of $52.06, but there was no refund check enclosed. After awhile when no check arrived separately, I called the Missouri office number (###-###-####)about my refund. I made several calls, each was answered by a live operator who connected me to the billing department where I left a message, but I never got a call back. Finally one day the billing office answered and I explained. The woman I spoke with checked my invoice and asked if I wanted her to call me back to tell me when my check would arrive. I said that wasn't necessary, just mail the check, assuming it would be handled promptly. Weeks went by and I started calling again, always leaving messages for the billing department, never again getting connected to a person, and never getting a return call. Several weeks ago I decided to try the local office. I spoke with [redacted] (not sure of her last name spelling)who seemed to understand and be willing to help. She never called me back and I've called multiple times, left messages for her and have again never gotten a return call or a refund. I've always left civil and courteous messages. This is ridiculous for business people to completely refuse to communicate with me, and to neglect a refund for many months for an amount which is certainly small to a big company. I have no choice but to continue to deal with NuMotion for any future wheelchair repair or maintenance since they are the provider for my insurance coverage.Desired Settlement: I want a check for $52.06 sent to me immediately.

Business

Response:

March 14,2014

Review: NuMotion sent a technician out to install parts on my electric scooter which was working fine. I cannot walk and use the scooter to get around both my apartment and my neighborhood. This was May 29, 2014. The next morning [redacted] my scooter, would not start. I called NuMotion who sent a technician on May 31. The company left me stranded on my bed to stew in my own juices for 2 days. I call this reckless endangerment.The company took three and a half months to repair [redacted]. I was given a loaner which they refused to repair: the batteries wouldn't hold a charge so I missed lots of medical appoints; the brakes were failing allowing [redacted] to coast longer and longer distances before coming to a stop; and the company refused to swap [redacted]'s swivel seat for the rigid one on the loaner. No one ever apologized for the trouble their incompetent service caused me. NuMotion refused my phone calls and never responded to voice mail. A complaint to national headquarters got me nowhere.When [redacted] was returned on September 11, the only apology I got was from a tech on his first day.NuMotion provides inferior equipment, lousy service, non-existent customer care yet charges top dollar. This round of repairs billed my insurance nearly $4,000, twice the purchase price.Desired Settlement: I would like $2,100 to purchase a [redacted] scooter from a different manufacturer. for about the same price the [redacted] is orders of magnitude better than [redacted].I would also like a written apology from NuMotion.

Business

Response:

Re: [redacted]; Case No. [redacted]

This letter is in response to your notification letter of October 8, 2014, in which you informed us of a complaint about Numotion. Unfortunately, we are unable to disclose any information about any customer without a valid HIPAA-compliant release from that individual.

Please know that we make every attempt to respond quickly and completely to all customer concerns, and welcome input and suggestions from all customers.

Should you have any further questions, please feel free to contact me at ###-###-#### or by email at [redacted]@numotion.com.

Sincerely,

Customer Experience Team

cc: [redacted]