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NuMotion Complaints Summary

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20 Unresolved
Our verdict: Engaging with NuMotion at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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5:39 pm EST
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

NuMotion - Ordering a $30,000 wheelchair for my daughter, repairs on her $25,000 4 year old wheelchair

Daughter's wheelchair has broken parts and a bent frame. Several technicians have come and attempted to repair. some have attempted to order parts. NuMotion is slow to order or does not order at all. Last month when a technician came out, he took all the information to order a new chair as the frame cannot be repaired and my daughter is in constant pain...

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6:49 pm EDT

NuMotion Wheelchair service over the past 4 years. Apparently CEO doesn't care much

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.

Desired outcome: For Numotion to go out of business because they don't deserve mine and then I can find a more competent professional provider.

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9:52 pm EDT
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NuMotion No call no show

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….

Desired outcome: BETTER COMMUNICATION

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Is NuMotion legit?

Our verdict: Complaints Board's thorough examination reveals NuMotion as a legitimate entity with notable strengths. Despite a 0% resolution rate on customer complaints, which invites a closer look, NuMotion stands out for its commitment to quality and security. Clients considering NuMotion should delve into its customer service record to gauge compatibility with their expectations.

NuMotion earns 91% level of Trustworthiness

Perfect Trust Endorsement: NuMotion achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for NuMotion. The company provides a physical address, phone number, and 2 emails, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of NuMotion's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Numotion.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows NuMotion website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Numotion.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

We looked up NuMotion and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While NuMotion has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 0% of 20 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • NuMotion protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
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12:00 pm EDT
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NuMotion Wheelchair repair

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!

Desired outcome: Would like my chair fixed now. Not over a month from now.

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11:29 am EDT

NuMotion Rude treatment from Jason Morris when I was asking about the repair of my scooter

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 🗑

Desired outcome: MY INSURANCE COMPANY TO STOP DEALING WITH NUMOTION....PERIOD

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5:30 pm EDT
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NuMotion Parts for new wheelchair.

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

Desired outcome: just want answers and my chair

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1:42 am EST

NuMotion Pediatric Wheel Chair

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.

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10:14 pm EST

NuMotion Customer service

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.

Desired outcome: vice president Gonzalez said he will NOT follow up but his staff will he will also he not follow up with his staff to make sure it gets done

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10:48 am EST
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NuMotion I want my scooter put back

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.

Desired outcome: I want my scooter put back the way the technician found it so that it is at least partially usable. Barring that, I want a loaner scooter, or a new scooter of the same type and model or an immediate repair to my existing scooter.

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7:20 pm EST

NuMotion My electric wheelchair bill

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.

Desired outcome: Removal of the bill from my account and return of the payment made in Sept.

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4:05 pm EDT

NuMotion Numotion non existent service

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.

Desired outcome: Replace the broken crap ASAP..... like Friday, like you said you would be yet didn't any of it. Worthless!

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4:33 pm EDT
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NuMotion Mobility chair

My father is 74 year old bilateral amputee. His mobility scooter has not worked correctly since he first received it. Multiple repairs have left him without a mobile chair on several occasions without a mobility scooter and they never have a loaner chair for him to use. He is very frail and not able to get around in a manual wheelchair without considerable difficulty. Currently, he was waiting on parts from february 2022 through july of 2022 without a backup chair. When numotion finally came to fix his chair at the end of july 2022, after I complained several times, they said they finally received the parts and came and picked the broken chair up and said they would be back in a couple hours with his repaired chair. 4 days later, I finally reached someone in their office (this numotion is located in vancouver, wa) and they said that his motor was bad and they had to replace it. That chair sat for 5 months waiting for the arm to be repaired. At no time did they say the motor was bad not did they order it with the rest of the parts. They finally got him a loaner chair in july of 2022 and it barely moves and doesn't hold a charge. Oh, they did have us drive 1 1/2 hours to their location to pick up a loaner chair in may 2022 after several complaints and that chair was broke and was actually at their facility for a repair! After delivering to my dad who had not had his mobility chair for 3 months, we realized they sent us with a broken chair! This is the worse company ever. Several of the other residents at the assisted living facility my dad resides at have the same problems and no advocates to help them. This is elder abuse in my opinion. They have been absolutely awful and even downright rude. There is no where to file a complaint where they are held accountable for their abuse of the elderly. It's awful!

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4:08 pm EDT

NuMotion Customer Service

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,

Desired outcome: FIX the inept behaviors at the office

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12:50 pm EDT

NuMotion Numotion power chair service for disabled

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

Desired outcome: I want my wife's chair fixed IMMEDIATELY! She cannot walk, and she is home by herself during the day. She must have a chair to function.

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5:51 pm EDT

NuMotion Jazzy select

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/

Desired outcome: Fix my chair.

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1:57 pm EDT

NuMotion Damage my wheelchair

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

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Skippy59
Clifton, US
Apr 27, 2022 5:15 pm EDT

Was NuMotion able to get this resolved for you? What state do you live in?

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2:54 pm EDT

NuMotion Mobility Scooter

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

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3:55 pm EDT

NuMotion power chair

Hello, my name is Arnold Bullock and I am a resident of the South side of Chicago. I am paraplegic, due to a terrible car accident that I experienced in 1991. As a result I have to use a wheelchair to move about, for the past eleven years or so I have been using a power chair. For a few years now I have been having difficulties with getting repairs on my equipment with a service provider, to the point of receiving faulty and uncomfortable equipment. I can recall a few incidents or more, where my well being was put at risk as a result of defective equipment. The problems that I have been experiencing to date, with the company stems from a particular individual who works at the company. I have reached out the Attorney General in regards to the company's behavior towards me, but basically, nothing has changed. I hope that someone can bring some attention to what has been happening. Thank You.

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Skippy59
Clifton, US
Apr 27, 2022 5:14 pm EDT

Was NuMotion able to get this resolved for you?

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5:35 pm EDT
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NuMotion Not returning calls or resolving issue until third party involved.

We have been with Numotion a long time, have had problems. But moving on to 2017... March 30 wheel rims were replaced. They were pretty scarred and it was within the timeframe allowed by Medicaid. Getting that set up took awhile as our calls are not retuned promptly. Rims were replaced on the street, a first to me, usually they service inside home. So new rims scarred. Not safe for hands. Poor guy, needed better training. So I called, got someone on the phone that same day, asked replacement rims be addressed and please get back to me soon. After that the calling was one-sided (us). early on I called and managed to get area sales manager live, who said he would pass it on. After that date, I was leaving messages for service, floor super, and area manager. No callbacks. (maybe one from Sales rep) But no action. So 2 1/2 weeks in, I called Medicaid caseworker. Numotion calls back same day, puts us on for the very next day. Ok. Nu has too many managers, not enough techs, not enough training. I think managers should ride along, not to be on the techs back, but see the length of his day, the needs of the clients, and use that feedback in the right way. An apology on the phone, a promise to improve training... this is old hat now. like I said, we have been with them a long time.

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Skippy59
Clifton, US
Apr 27, 2022 5:15 pm EDT

Was NuMotion able to get this resolved for you? What state do you live in?

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10:42 pm EDT

NuMotion Very poor repair job and not found a problem

Last year I was contract a services for repair my scooter mobility, and work with Medicare. My scooter have a record of problem and work outside. This years was change a battery, but after never stop unit have a problem, I am a senior 66 and disable, mean I can walk far, was take a unit for near two months and change motor, transaxle and many part more and charge near to 3.000$ to medicare. After that I was take for testing, and less or half hours show two time warming a unit and next simple die, with no any help I was try push seven block, but in less of two I was start feel real bad, one man was help me push to my home. That I was connect again a bow battery and a unit start working again. Few day after show a repair man, he check and said is working fine, like I was lie. here what I was see fail found a real problem and not was doing a long test before delivery to me. Or are a brand Invacare a problem or a business don't know doing a job. My problem are I no have a car, and can walk much and depend from a scooter for go any where and use a bus, but I scare to much now for try use a scooter again and if was charge big overcharge I thing must found a problem. What I can doing? please.

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katherinejack
penscola, US
Nov 13, 2023 2:38 am EST
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Ijulyicalledbecausemychairwouldnottakeacharge

inseptreceivedacalledregaurdingacopayforachargerwhenisaiditwasnotthechargerbutthebatteries

inoctobercalledseveraltimesregaurdingachargerbeingshipped

innovemberreceivedthechargerhoweverthechairstillisnottakingacharge

4monthsnowandstilldonothaveafunctioingchair!

A
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A.c.s.
, US
May 06, 2023 7:09 am EDT

These new Roho cushions are not good at all,after a few months it loses air an then you have time refii almost everyday..My insurance shouldn't have to pay for defective items..This will be my 3rd seat within a years time

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NuMotion contacts

Phone number

+1 (800) 500-9150

Website

www.numotion.com

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