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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/17/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a wheelchair from Numotion and the wheelchair has worsened my diseases and or disorders. They promised to correct the situation and has not done any thing to correct the wrong description and our requirements needed for a viable living being.
Business response
01/21/2025
BBB serving *********************, *****, ************ and *******
************************************************
***********************************************
January 21, 2025
Re: Ruchilla ******,Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about Ruchilla ******. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call *************.
Yours sincerely,
Rhanier Niel Papellero
Customer Experience TeamInitial Complaint
12/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company sold a power wheelchair to my elderly disabled mother, knowing that she is homebound and now is telling her that she needs to bring the wheelchair to their shop 60 miles away if she wants any repairs done within a reasonable time frame. She has a broken footrest, which she contacted them about on October 4, 2024. They called when the parts came in, which was 2 months after the original request and told me that unless my mom was able to get the chair to their shop, she would need to wait another 2 months for a repairman to come to her home. They scheduled another appointment for December 18th to address another mechanical problem, then never showed up. When she called them they told her that they over-booked themselves and that she would need to wait another 2 months for their next available appointment. She is currently only able to use the wheelchair by using a bungee cord to hold her leg on the other footrest, which is causing her so much pain she is having difficulty functioning. The wheelchair is the only thing keeping her out of assisted living, and she purchased it through this company because they told her that she could get repairs in her home. We are trying to find another mobility company to make repairs to the chair, but it is still under warranty through Numotion. I am requesting the company repair the wheelchair that is still under their warranty in a timely manner. It should not take 4 months of my mother being in terrible pain to get a repair done to a wheelchair that is under warranty.Business response
12/27/2024
BBB
5 Mt. *********. Suite 100
***********, ** 01752-1927
December 27, 2024
Re: ***** ***********, Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ***** D ***********. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call *************.
Yours sincerely,
**** Rebosit
Customer Experience TeamInitial Complaint
12/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Shin bone severely bruised from a steel footrest I didn't ask for steel extra ***************** is worn so footrest won't stay up.Business response
12/04/2024
BBB
5 Mt. *********. Suite 100
***********, ** 01752-1927
December 04, 2024
Re: ****** *****, Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ****** M *****. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call *************.
Yours sincerely,
**** Rebosit
Customer Experience TeamInitial Complaint
11/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My insurance (Tricare Select) has deductible so when I received a phone call from Numotion saying they would place my sons orders, they would need a refundable $500 deposit in order to order it in case insurance doesnt pay out. My insurance paid out its claim and *** tried several times trying to get my refund. Not only did they take my money, they didnt even relay to my insurance company that they took $500 from me (to go towards my deductible). So now I cannot even get my money back from other companies due to this. This company also keeps trying to charge my insurance and myself for his ***** lift and is about to send me to collections over this. This company has scammed me and I cannot even get my money back from my credit card Company because this order was placed in the beginning of the year. We are an active duty military family that has been with this company for ************************************************************************************ like corporate to call me back.Business response
11/26/2024
5 Mt. *********. Suite 100
***********, ** 01752-1927
November 26, 2024
Re: ***** ********,Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about Reef ********. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call *************.
Yours sincerely,
Rhanier Niel Papellero
Customer Experience TeamInitial Complaint
11/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been waiting over one year for repairs.this is the hardest company to deal ******* parts got sent to a wrong address.tried for six months to get corrected.. the **** *****, has been **** No response. Now Im fed up. I have requested they take back the chair, on more than one occasion. A manager was to call. No one responds. Nu motion shows up without an appointment.i recquest a 3rd time they take the chair back as it is falling apartBusiness response
11/26/2024
Better Business Bureau: On 11/25/2024, ****** ****** submitted a complaint via the BBB regarding the length of time it has taken to complete repairs. The BBB complaint has been uploaded to Laserfiche. A ***** release form was submitted to the BBB(also in Laserfiche), please collaborate w/legal to determine if form is valid, if so, please draft an official response and provide it to the ** Team. Please contact asap or before *** today. He can be reached on **************.Initial Complaint
11/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
An order for repairs to my powerchair was sent to Numotion in September 2024, which I MUST use my chair to get around. A technician came out and evaluated my needs and informed me they would order the parts and get in touch with me when they would return to repair the chair. As of 11/13/2024, I have not received the repairs needed, even though Numotion has all the requested documentation. Instead, I have received three separate phone calls over a period of a month informing me of my self-estimated pay amount, which I told the representatives each time that I understood and that they could proceed with scheduling the repairs. I spoke with Customer support person ***** ******, 11/13/2024 who was very defensive when I asked about the status of the repair and tried explaining my frustration over repeated phone calls but no scheduling of repairs. She told me she had not sent in a release for the parts to be ordered and could not give me a reason why. She became defensive and told me that was just the process, told me that she didn't have a record of anyone calling me. She told me she would release them to be ordered today and that she could not answer any more of my questions. I have never been talked to in such a demeaning manner by someone who is supposed to be a professional and who also works with people who are physically challenged. At the end of the conversation, in a very nasty, short-tempered tone, she told me she could not help me with anything further or give me a date for when my power chair would be repaired.Business response
11/14/2024
BBB
5 Mt. *********. Suite 100
***********, ** 01752-1927
November 14, 2024
Re: ****** **** , Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ****** ****. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call *************.
Yours sincerely,
**** Rebosit
Customer Experience TeamCustomer response
11/20/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have completed the ***** Release form and have attached it to this email.Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Repairs for my wheelchair were approved in July by insurance and I'm still waiting on repairs in October.Business response
10/08/2024
BBB
5 Mt. *********. Suite 100
***********, MA 01752
October 8th, 2024
Re: ***** ****** ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ***** ******. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call **************.
Yours sincerely,
***** *******
Customer Experience TeamInitial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying to get a customized wheelchair since 4/11/2024 w/ two different wheelchair companies and as of 9/25/2024, still dont have a wheelchair. I am BLIND AMPUTEE whose wheelchair is breaking because it is over 7yrars old. Please help me w/this issue.Business response
09/26/2024
BBB
5 Mt. *********. Suite 100
***********, ** **********
Phone: ************
September 26, 2024
Re: ***** ********,Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ***** ********. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call *************.
Yours sincerely,
**** Rebosit
Customer Experience TeamInitial Complaint
09/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
NuMotion refuses to return phone calls. This issue would not have spiraled out of control if they had just returned my call like 6 months ago and addressed my concerns. I feel like Im being forced to take a product that doesnt benefit me in anyway. I feel like I was lied to and misled. My concerns were not taken seriously. I think theyre taking advantage of the desperation of disabled people and forcing us to take a product so they can make a massive profit. I think theyre manipulative and lie by omission. When a disabled person chooses a wheelchair and a wheelchair company they are choosing a lifetime relationship. NuMotion is going to mess up my whole life just so they can make profit. I will only get one wheelchair approved. It has to be the right one for me.Business response
09/19/2024
BBB
5 Mt. *********. Suite 100
***********, ** 01752-4705
September 19th 2024
Re: ***** *****, Case ID # ********
Dear Better Business Bureau:
We refer to the above and your recent correspondence about ***** *****. At Numotion, we take the privacy of our customers personal and health information very seriously. To comply the **************** Portability and Accountability Act (HIPAA) and other state laws that protect customer information, ********************** does not disclose information about any customer without authorization from that individual.
Please find enclosed Numotions Authorization for Release of Protected Health Information, which should be completed in full and signed by any customer who wishes to provide ********************** with permission to release their personal and health information. Completed authorizations and requests may be returned to Numotion at the address below.
If you have any questions or concerns regarding this letter, please contact Numotion's Customer Experience Team by writing to us at ******************************************************. You can also email us at *********************************************** Or call **************.
Yours sincerely,
**** ********
Customer Experience TeamInitial Complaint
07/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am contacting you I regards to my son's power chair. We are always put off or put on hold or told to call back. Any and all repairs take an act of congress and extremely long wait times . His chair had headlights and tail lights to which 1 head light burned out back in 2020. The techs decided he needed a more low profile LED headlight and taillight system. Well 4 yrs later he still has no lights at all!! On top of that NuMotion says they don't see any paperwork or notes from the last 4 years on this issue. Called again yesterday to try again on the lights repair and also his right arm rest that his joystick controller is located on is broken. They said it would be 4 to 6 weeks still for the emergency arm rest repair!!! Then another tech calls and informed me that we shouldn't have gotten the newer lights for what reason I don't know. He said he will order the old original light system and have that installed. Well 4 yrs later of dropping the ball left and right taking away from my sons safety and quality of life, they should want to repair it with top of the line everything! We take excellent care of his chair and my son is doubly insured but we continue to get extremely poor responses and customer care. I have asked for the district manager or anyone in charge contact info . I get told they don't have access to that info. The customer care center is in another country and that doesn't help much either. I have done a review on the NuMotion app and have not gotten a response as of yet. But something needs done, this chair was crazy expensive all so it can break down for months and not work like it should. . Fed up and frustrated beyond belief at this point . Chair was purchased 8/2020, we are due for a new one 8/2025. We cannot go another year like this. Also got a letter that my sons medical records and info was hacked . This is not good eitherBusiness response
07/15/2024
We deeply apologize that did not have a good experience with us here at NUMOTION. We will strive to make the needed improvements to make your further experience a great one.Customer response
07/15/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
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