Motion Specialties
Reviews and Complaints

Our dear son David passed away in 2018, due in part to the negligence and dereliction of duty on behalf of the rep from Motion! They were supposed to install a set of chest straps on his chair but the rep canceled twice and a few days later my husband found our son buckled over in his chair asphyxiated. Our dear boy died that day💔😭 I have been fighting ever since to make these vendors held accountable by the government who gives them the freedom to do what the hell they want! So many abhorrent complaints about them from the FOI files I have amassed but the MOH with not do anything! What the hell!?🤬 some looking after people in Ontario! Shameful and disgusting!

I have been getting wrist braces from your Windsor store every 6 months for several years but recently they took 2 months to fill my order. I gave them the prescription May 29 and when I called mid June Austin told me WSIB didn't approve my braces as I received the last pair Dec 2016 so to call back in July. I called in July and left several voice messages none of which were returned so my wife and I stopped by the store Fri July 14 and were told I recently received a pair but after the lady checked on your computer she said I received the last pair Dec 1 2016. I called WSIB and they admitted to mixing up my tens supplies and wrist braces. I called your store Mon July 17 and told them it was cleared up but Austin told me wrist braces don't wear out that quickly and I can only have them once a year. I told him I am entitled to them every 6 months and he said he would call WSIB. I again call your store and left voice messages which were never returned. The next time I called I was told by a lady that my nurse practitioner was on vacation and I had to call your store back the beginning of Aug to ask them to call WSIB. I called Aug 3 and Austin again told me I'm only entitled to them once a year and since the entitlement is beyond Austin's authority I asked him if I should go to one of the 3 other places in Windsor that take care of WSIB supplies, he said he would call me the next morning but he didn't. I called WSIB and my nurse consultant told me she only received one call from Motion Specialties and she had left the Windsor store several messages but they never returned her calls and all she needed was a quote. She said she would take care of it and called me back said I can pick them up. When I picked up my braces the lady laughed and said "Oh you finally got them" and when I replied that someone didn't do their job and send in a quote Austin gave me a begrudging "sorry". I don't know why I was treated this way after being a loyal customer for years and since I suffer from depression and anxiety this caused me a lot of unnecessary stress leading to panic attacks.
Sincerely, John Steiner, [protected]@yahoo.ca

This is the email I sent to Motion

Good morning, I have 2 problems with your Sudbury branch.
1: Apprx two years ago I received new seating for my wheelchair, this included a ROHO quattro cushion. The covers supplied were for non quatto cushions, no opening for the quattro valve. I mentioned this when I received the seating and was told that was what shipped. There were 2 covers one on thne cushion and one a clear plastic bag I returned the one in the bag and was informed that they would look for the proper one. Nearly 2 years later and numerous inquires with the service man that comes here weekly, my ot, the salesman, I still don't have the proper cover. This has caused me difficulties as the cushion cannot be inflated properly causing me not too sit straight causing sore bottom and the wing on the back to dig into my arm and side, very painful.
2: I had been having problem with my batteries not holding a charge, not getting the usual distance on a full charge, and the chair cutting out while driving. I was told my batteries were worn out and three weeks ago they were replaced, 700 dollars. I continued to have the same problems. Last week the service man, not the regular on, checked my batteries and found many loose connection which he rectified. I've had no problems since. I inquired if my previous batteries were really shot since the were installed with my new seating and were less than 2 years old, no comment was given.
i have just received approval from ADP for a new chair minus the seating, I am now short monies due to paying 700 for the new batteries, . Last month I gave Motion 1000 dollar I received from the Legion to cover the portion not covered by ADP. The 700 paid for the batteries causes me to look for the shortfall once again. Very difficult even with the assistance of
the Social worker here in the nursing home.
I've had numerous problems with Shoppers service and when you opened a branch here I switched and so did others. The service and courtesy was great. When Shoppers gave up the Wheelchair business many of their employees came to Motion bringing their bad habits with them sorry to say. not all but some.
Without prejudice,
Gary Key

This is thier reply

Hi Gary,
Thank you for your email. I have reviewed the issues you described and have provided a response accordingly below.
Regarding the covers for your cushions, based on the date of purchase it appears that you purchased these cushions from Shoppers Home Health Care (SHHC) – Motion Specialties integrated SHHC’s wheelchair and stairlift business on March 22, 2016. Please contact SHHC regarding this matter.
With respect to the original batteries – also purchased from SHHC and carried a 1-year warranty – they were removed from your equipment to be separately load tested and registered as weak. As a result, the purchase of new batteries was recommended in order to resolve your charge issues, but had a cost as the purchase was past the warranty end date. These new batteries will be transferred to your new ADP-funded wheelchair, which will in turn lower the client portion required for payment. The remaining client portion of the wheelchair will be $1252.40.
Hopefully this helps to clarify the situation. Should you require any further information please do not hesitate to reach out to me directly.
Sincerely,
John

My reply

When Gary installed the new batteries the old ones didn’t check as bad. I had the same trouble with the new ones. It wasn’t until Reno tightened the connections the trouble stopped. The old batteries weren’t even 18 months old. This is my third chair and the batteries always lasted until I got a new chair usually 5 years. As far as the cushion covers go Gary knew from day one that the covers supplied were not the correct ones. Every time the service man came to the villa I would ask him about my covers and he stated that he informed Gary about the problem and this is over a year now. I used to deal with Shoppers but when Rob started Motion I switched immediately as did others I had no difficulties until I needed new seating and since you could not sell or install tilt seating I had to deal with shoppers. The chair before this one I gave up the tilt and bought from Motion to get away from Shoppers. Only because I really needed the tilt and Motion could not supply I was forced to go to Shoppers. When the time came to replace the lower unit I refused to get it from Shoppers and wanted to purchase from Motion and deal with Rob but I was told I could not. I really don’t believe that my old batteries were done after less than 2 years. I asked the service man to return my old ones and take the new ones back I was told that my old ones couldn’t be located now I’m told the were tested and were weak? I really don’t want problems with Motion, but dealing with Shoppers personnel is just like dealing with Shoppers even though they are employed by you. Not all mind you, people like Rob and Reno care and appreciated. Since the problem originated with Gary he should rectify it.

Gary Key