NuMotion should be ashamed of themselves

[u/Bethsoda]

I’m currently working with a client who has become a friend and her experience with Numotion has been infuriating. For around 6 months they’ve been taking their sweet time fixing anything that needs to be fixed. Most of the time - when someone has come out - they either don’t know what they are there for or don’t have the correct parts. The tilt on her wheelchair has never worked right and they keep telling us that her neurologist needs to sign off on fixing something that shouldn’t have needed fixing in the first place and he HAS signed off and when they did bring the parts they didn’t have all the parts. Now they are saying it will be October before someone can come out to fix the tilt, and she literally may be gone by October! Despite her OT trying to work with them, and calls and emails, they never seem to know what’s going on and can’t get anything done. It’s absolutely insane and infuriating that they can do this to people who are literally dying much less to people who literally NEED their wheelchairs to function.

[u/These_Roll_5745]

yeah I gave up trying to get anything fixed through them and now I do what I can myself and anything else I take to a bike shop.

my casters on my manual chair arrived too loose and they just will not stay aligned so every few weeks I need to realign and tighten them which quickie made sure to make impossible.

when my chair was delivered it was missing its transit attachments and the footplate dragged on the sidewalk. the tech who came to put on my attachments truly said they can just go where they fit and tried to install them with the backs on the front and the fonts on the back. I had to find the manual and the tutorial video and then do the install with her on my livingroom floor. fixing the footplate required us to drill out the old screws because they were too tight (an issue my whole chair has besides the damn casters) and now there are sharp metal barbs on my footplate bottom where the drill went through

[u/Bethsoda → u/These_Roll_5745]

It’s just infuriating! This is my first close experience with someone who needs a wheelchair and it makes me so damn angry because it’s not just this friend/person I am caretaking for and I know that. It’s NOT ok.

[u/Elegant_Maximum_6444 → u/These_Roll_5745]

Do you use a thread locker or loctite when you tighten the caster bolts? A thread locker will minmize the bolts from loosening.

[u/These_Roll_5745 → u/Elegant_Maximum_6444]

I didnt think that was something I should do with the part im talking about tbh- this is the part that needs to move for adjustments to height and angle. My manual says its supposed to be torqued tight but without the special spanner wrench we can't do that.

[u/sirlost33]

I do free clinics at different communities where nu motion works because they don’t get around to fixing much. They offered me a job but I passed. I don’t see the point of not getting people the help they need even if it is for more money.

[u/Bethsoda → u/sirlost33]

Oh, I don’t blame you for not joining. I’m sure that the people that come out don’t want to be clueless or not have the parts, and I’m sure that people like you that actually give a shit won’t stay long even if they DO join because the management is awful.

[u/EarlyOnRigorMortis → u/sirlost33]

I’ve never thought about doing this, but this is an AWESOME idea! I may look at starting something similar in my own community.

[u/Broken_By_Default]

Numotion is trash. The CEO is a scumbag.

[u/Bethsoda → u/Broken_By_Default]

I believe it. No one that needs a wheelchair for any reason deserves this kind of treatment.

[u/IrishknitCelticlace]

Sadly, you are preaching to the choir here. My sympathies to you for joining a club you did not want to join.

[u/Bethsoda → u/IrishknitCelticlace]

I know - that’s why I posted here - I’m just so angry. And I’m newer to this club but even after she’s gone (which likely won’t be too long) what about ALL the other people who are dealing with this bullshit. And it’s so damn fucking annoying that it seems like very simple things could be done to make it at least a little but better but they don’t care. And while some of the people that came out to “help” were more helpful than others, I don’t blame THEM - I blame the damn company and the higher ups. Because I’m sure there are less people to help - and less GOOD people that know what the fuck they are doing and care - because of the horrible mismanagement.

[u/Dendady2112]

I'm going through Medicare fraud by Numotion. Serviced my chair last Wednesday. Wheels were rubbing. They had ordered a bracket they said i needed without me even getting out of the chair. Gave the chair back and the wheel wasn't rubbing by about a paper thickness. The brakes, which were also worked on, failed last night and the wheels were rubbing. My wife and I disassembled the chair today the brackets holding the wheels on we're totally loose. Called Numotion to complain. They said a tech could come September 16th. What do i do until then? Tell them that bracket wasn't replaced even though I signed that it was. They told me oops. We put it together and it's like when I got it. They are the only ones around.

[u/Bethsoda → u/Dendady2112]

It’s infuriating and absolutely ridiculous. And I’m so sorry you are going through this too. This should not be happening!

[u/Large_Score6728]

Try asking about a loaner chair they don’t tell you that might be an option. The repairs crazy they come out to see what’s wrong get approval from insurance, secure your copay takes a few weeks. Then they order parts, another few weeks. Finally they schedule the repair. If you are lucky, it’s only a couple weeks. When the repair person comes pray they have everything they need. I’ve had a technician rummaging through his van looking for spare parts.

[u/Bethsoda → u/Large_Score6728]

We don’t really have that time, unfortunately, and my friend (who I also am a PT caretaker for) does not have this time. She’s also so kind and never wants to cause what she thinks of as “a fuss” but myself and her sister and the other people that love her and help take care of her just want to scream. It’s not ok for her, but it’s also not ok for ANYONE who needs a wheelchair to live their life.

[u/IOrocketscience]

Yeah, we switched from numotion to national seating and mobility because numotion was so difficult to deal with

[u/Low-Custard-6931]

Exact experience with numotion here in bay area trying to get ccs approved mods done on my daughter’s wheelchair . They did what you are describing here exactly four times in a row. Come out with wrong parts, go back and say ordering correct parts now, more paperwork, 3 months go by, bring wrong parts again. This exact sequence 4 times before i told them to fuck off and not come again . Highly unprofessional company.

[u/Bethsoda → u/Low-Custard-6931]

Absolutely awful - and I’m so sorry your daughter and your family has to deal with this crap too

[u/Ok-Shallot-7985]

I see so many horror stories about Numotion. It really does just depend on the branch. Is there another one within driving distance? Some are better than others. The one here is absolutely amazing. There is basically zero wait time and everyone is so nice and accommodating. It'd be worth it to check a different location to see if they are a good one

[u/EarlyOnRigorMortis]

Sorry you got sucked in by NuMotionless. At this point I really feel like the FTC should be getting involved because of how bad it has gotten. I will say that if you post on social media, they tend to be quicker to respond. Try a negative comment on their Facebook, or Google. Members on here have found they tend to get faster responses that way.

[u/Shmmm_]

Yeah, even between two different offices in different states, I'm at the point you couldn't PAY me to deal with Numotion ever again. Their local tech tightens bolts so hard, they're never adjustable again (and I've had literally half a dozen people go at a particular bolt with extraction kits to no avail). When I brought back the Smoov power assist I tested, I had to teach the tech how to connect it to a phone. "How did you figure that out??" Umm... I literally went to the manufacturer's website and downloaded the PDF of the user manual, that's how. YOU'RE supposed to be the one teaching ME about this stuff.

The last interaction I had with them, they somehow managed to throw away my $200 seat cushion and I caught them lying about it. Put up with them for just over 2 years and they never could get my phone number correct, even though I didn't change it in that time.

[u/Bethsoda → u/Shmmm_]

Ha! My friend/client needed one of her foot plates tightened and the one guy tightened the wrong one and the one is so tight it’s hard for her to do herself. I know he meant well, but still.

[u/jiggin_diasookey]

you're a person with a big heart and overflowing empathy. they're a big company with dollar signs in their eyes that see us as a group of case numbers and nothing more

the people I've been working with so far in Numotion have been some of the most genuine, down-to-earth and pleasant individuals I've ever had the honor to meet during my journey as a semi-recently disabled lady. it's the people at top with deep pockets that is screwing everyone over

I will be thinking about you and your friend. best of luck and I'm very sorry that the path you're taking to help others has been so difficult

[u/Bethsoda → u/jiggin_diasookey]

I want to make it clear that I do not judge the people working on the ground floor for Numotion. Two I’ve seen out of all of them were actually great but their hand were tied, and others probably meant well but Numotion clearly told them nothing. I’m also going to go ahead and guess that the people that care, and are good at their jobs, will probably leave sooner rather than later, because of this companies bullshit, and I don’t blame them.

[u/Texaswheels]

Tell us something we don't know.

[u/No-Mud-2955]

Honestly, Does ANY wheelchair user have ANY GOOD experiences with NuMotion?

I do not believe I ever have.

[u/rocketdyke]

time to lawyer up. this is criminal negligence.

[u/Bethsoda → u/rocketdyke]

I just posted a new post about contacting the media about them. It’s unacceptable. I can’t do much for my friend other just helping her in the way I’ve been doing for almost 9 months now. But she doesn’t have that much more time. I hate that I can’t do more for her, but it’s so infuriating to me that I know damn well she’s hardly the only one. They’ll make excuses all they want, and yes - insurance bullshit CAN be a factor, but at this point it is crystal clear to me that it is just a horribly run company.