NuMotion
Reviews and Complaints

Called NuMotion today to schedule service for my wheelchair. They refused to schedule service because I already have the parts and they could not rob me for a bigger markup. I also had an appointment for a new chair eval scheduled which I just cancelled. There's no way I'll spend 10k on a new chair with them if they refuse to service my chair. This is how companies go bankrupt and hopefully they do.

I ordered a wheelchair from NM in 2019. It was never right in the adjustment and how it fit. I finally got it usable this past February where it's 90% there. The amount of staff that I've talked to and got nowhere is astounding. 4 YEARS! Inexcusable, horrible, who gives a rat's axx attitudes to let people in need linger with problems with their products. The insurance company doesn't care either. I've complained to them also and they won't let me use someone else.

These people do not understand a wheelchair bound person day to day living! Today I was supposed to get new batteries, casters and a new back rest and I asked my best friend if she could come over to help me with transferring and my appointment was between 11:30 and 1:30 well around 1 I called and got told my parts were sent to the wrong location….

8/30/2023. 11:30

Horrible company. Chair is not holding battery charge. They expect me to wait until October. Health issues will arise from being in my bed. There was an appointment available in shop today but I am unable to make it due to unforseen circumstances but that's not the point. Wheelchairs are essential! No one should have to go through this. It was the same situation when I needed repairs before! They are a joke and inhumane! No wonder there are so many bad reviews. Do not go here to buy your wheelchair!

I called numotion to status check a part for my scooter that i've been waiting on since may 23,2023. By the way i'm on hold for 20-30 minutes. This weirdo rude jason morris answered. I explained that an agent told me that the part would be there 2 weeks prior, but it wasn't. He's irate about that, saying she shouldn't have told me that. This is the 2nd nasty encounter that I have had with jason morris. He's brassy and abrasive. No compassion at all. No people skills. I will not be treated that way by anyone. I asked to speak with crystal because I have better conversations with her.. Jason had the audacity to ask why did I want to speak with crystal? I am 65, I told jason, that's none of your business. Jason spoke to me as if he had caught his lover in bed with another. Jason is trash and should be terminated.. Sick and tired of numotion and the shenanigans and abuse that they bestow upon their clients. I'm going ask my insurance company to get rid of numotion immediately. I will be sharing this with the world. Shame on numotion. Trash 🗑

I got a new chair in December. Had to wait about 4 months for it. Know the control went bad. I drive from the chair. Know that part for the control is back ordered. to me this is not a way to run a business. New chair parts should be easy to get. Old chairs I can understand. I hate to get upset with the person that answer's the calls that I have made about the chair. Upset do to the fact that my husband has been very sick. In and out of the hospital with heart and kidneys trouble. We live in the country and finding someone to take me is hard. All the ones that I know have jobs. I would give anything to walk. But due to someone late for class took that away from in all most 30 years ago. My husband is looking for a to get a electric chair too. But, if we can it will be some place different. He lost his leg in 1997. Please we need some help on this . we need a break of some kind. I have a new van can't drive it either. All need to get there act together and fix all these problems or close the doors on the business

NuMotion led us to believe that our wheel chair would be covered by insurance and that our out of pocket would be $41.50. However, 3 months later we are getting bills for $950 and NuMotion is attempting to bill insurance for over $5,000 for a wheel chair they had quoted to us at under $1500 thus not needing pre-approval. They also told us that they were providing extra straps etc and failed to disclose that the few straps would cost over $400 nor did they inform us that these straps would also need to be covered by us. I am in the process of reaching out to the consumer protection agency of Ohio before contacting the company AGAIN to talk about this issue. We have not yet used the wheelchair, but they are refusing to allow us to return it.

9/2/22 called cust serv for repair. Repair tech could come until 12/5/22 - long 3month wait.

Tech came in my home, im completely disabled in bed, tech had no id, no business card only tools. Tech was nice guy but poor representation he said it will take 6 months and not to use chair but may have loner. He also called the companies warehouse and he had him on speakerphone to orderparts.

12/20/22 email states no parts of an ordered and they will not do anything until I have paid $5,600+ first. No mention they don’t have insurance, no mention again to down their app 12/30/22 I have download it, very poorly designed, not user-friendly for handicap person. Even though their customers are handicap that’s why they need their wheelchairs. Spoke with vice president Gonzalez of the company who states I should have had the app but the app does not help the handicap person. Gave my insurance information for the fourth time to the company. No update as to if I can get a loaner or if I get a phone call to know about that. The app that they said I had to download does not have a designation to say whether or not I will get a loaner chair. Vice president Gonzalez is a very poor customer service representative, not very helpful about changing any of his policies even though he’s part of running the company. It’s a very bad company very poorly run every bad communication there’s no follow up and I’ll follow through.

My insurer uses NuMotion to provide mobility scooters and wheelchairs to patients. I had to use them to get my mobility scooter two years ago. My doctor wrote the prescription for the scooter in April. It took until November for NuMotion to finally process the order and deliver my scooter to me. When I got it, the control screen was non-working, but the scooter itself was functional. It took until February to get the new screen, although this delay may have been primarily the fault of the manufacturer. In October of this year, the 110 volt breaker was malfunctioning, causing the scooter to abruptly stop for no reason. NuMotion got a technician out fairly quickly. He assessed the problem and left, ordering a new breaker. That breaker is on back order. The technician disabled something so that the scooter now does not function at all. I have called NuMotion numerous times over the three weeks since the technician was here requesting that he return to re-enable the functionality, with the understanding that the scooter would continue to stop abruptly, or get me a loaner scooter. People keep taking messages, but no one ever returns my calls, the technician has not returned and I have not been provided a loaner scooter. I am disabled and rely heavily upon the scooter. It's not a luxury or nice to have item, it is a must have. I have explained this in numerous conversations with people who answer telephones at NuMotion. It doesn't matter. No one ever takes it any further than vague promises that my call will be returned.

Back in March my electric wheelchair was serviced by a different technician than who usually did. At that time he said I needed new tires and certain parts that attached to the wheels when he reattached (or tried to) the cover over my battery. I said okay and he placed the order. A number of months later I was called that the parts were in and they set an appointment to replace them. The replacement took place and the tech said I'd have to pay my portion when I got the bill or make arrangements (he said my part would be about $200) and about 2 months later I started getting a bill but as I didn't look at it as I had no money. The end of September I finally had some money so called them and asked them to give me the total I would need to pay to clear my account and was told $147 and some cents and I asked them to check as I was told it would be about $200 and she verified the amount so I gave her my debit card and paid it. Almost 2 months later I got another bill from them saying I now owed about $220!. I called the billing department and they said that $147 was to replace a battery and I said a battery hadn't been replaced in the last 2 years. They said they would need to speak with that technician and would be back to me in a couple of days. Three weeks later I still hadn't heard from them so looked up the corporate number and left a voicemail. No one got back to me so I called again a week later and was transferred to the corporate resolution center and repeated my story. The woman I spoke to said she'd be contacting someone in the billing department and they would call back within 48 hours. That was more than 2 weeks ago. I just was checking my insurance (Medicare) and it says for durable equipment like wheelchairs I had a ZERO co-pay! I want this cleared up and off my credit.

Worst company ever! But so good for Swinford to show his face for a photo opportunity vs calling back customers that have been waiting months for parts that they were told would be two weeks.

No updates from the company. Had to wait 34 minutes on hold when I was told it would be 11. Asked to speak to the CEO and miraculously the items were in and they could schedule to come and replace parts. Lies! Sent one piece of many and no way to attach it. Pretty sorry seeing as this person can't get around aside from in her chair to which she now feels unsafe.

So one star it is...among many.

I have been receiving "Service" for my Motorized WC ((Permobil) for 5+ years -While all attempts to streamline service has been difficult to navigate and NOT a smooth process everr. I was hopful that this last transaction would be easier.

Until today two weeks from last contact for a simple order (arm pads) I received a call today to tell me the order was finally placed. O approvals or physicians orders were required for this order I AM A CASH PAY CUSTOMER and explained that two weeks prior.

I would LOVE TO HELP the Phoenix NuMotion office get their act together. I am asking for a call from the Corporate office or person in charge of National Customer service,

August 11, 2022

Numotion Customer Service Manager

Numotion Senior VP of Service-Neill Rowland

840 Windstone Blvd.

Brentwood, TN 37027

Janet McConnaughey

6515A Park Central Way

Indianapolis, IN 46260

Good Evening

I am writing to complain about the very poor service I have received in the last 6 weeks from the

Numotion in Indianapolis, IN. Here is my story:

July 1

I ordered two front wheels for my Jazzy power chair that was purchased in December of 2017. One had

already broke off and the other was periodically making metal against metal sounds. I knew it probably would

not be long before that one also fell off. I was told as soon as they came in I would be called to set up a service

date.

July 11

I called Numotion to see if they had come in, they did but no one ever called me.

July 12

I was called by a technician named Russell. He said he would be here on July 15 between 4 and 5pm.

He said he would call when he was on his way.

July 15

Russell never called and never showed up.

July 19

Russell called and said he would be here on the 21 st at Noon and would call when he was on his way.

No call and he showed up at 1:30…no apology. He proceeded to tell me that he only had one wheel. Only one

had been ordered instead of two. Instead of replacing the wheel that had broke off he concentrated on

getting the one off that was making the noise. He proceeded to tell me he needed a tool he didn’t have, he

would have to go to the shop for it. He then put the one wheel and all his tools in a box and left saying he

would be in touch. I never heard from Russell again.

In between then and August 1 I called a number of times and got tired of being on hold forever!

August 1

I called again and was told I could leave a VM and someone would call me back. About an hour later I

got a call back from a nice lady, but she said I needed to wait for another person to call me…not sure why.

About another hour later a male called. He sent a link to my email so he could look at my chair. He said he was

going to contact my insurance company as soon as we were done and was going to try to put a rush on my

order.

August 11

My husband called Numotion this morning. He was promised someone would be calling me today, that

never happened. Tomorrow we will be filing a complaint with the BBB!

I cannot walk at all so I have using a chair that is like driving a car with a flat tire. I believe I needed to be

compensated by Numotion for all the grief they have caused me.

Janet McConnaughey

[protected]

[protected]@gmail.com

On Feb 18 service technician work up order for my needed repairs. On April 22 after frantic calls, they did come and replace the battery. None of the other items have been repaired. I was told they were waiting on the joy stick part to complete the items which were needed for my repair. I ask they proceed with the items that are available. This request has not been fulfilled. I have tried calling and was told my request would be passed to the service manager. When I have tried calling again, I am on hold for 30+ minuuters/

My wheelchair broke a front wheel, when I call they tell me that they have to order the parts it took a month and a half plus 2 additional weeks for the technician to come to install them, the day he came he began to disassemble and he told me that one From the screws it does not come out and he does not have the right tool to remove it, I use a dremmell to drill it and he could not do anything either, he takes it because they have to remove it in the workshop, I call on the 3rd day and nobody could tell me the status on the 4th day I called about 4 times and they told me that the technician damaged the frame that you have to order one more the parts that were ordered first because the damage is also bad in service, customer service and the untrained technicians do not recommend it to anyone

Yes I just call this name Andrea Darrow she want me see therapist for getting a mobility scooter if that case if they want see a therapist they will denied me for mobility scooter and they won't call me and I have to call them and hear about [censored]ing therapy so once I get stimulus check I'm go online call medical supplies Vive and I'm going to order me one with or without therapy ok I'm not going wait on them for getting a mobility scooter if they don't want give me mobility scooter without therapy and propose get one from them and I don't want it anyway if they want me see a dam therapy