National Seating & Mobility - My Personal Experience
Overall Rating: (2/5)
This review is based on my personal experience obtaining a new power wheelchair through National Seating & Mobility.
The good news is that I ultimately received my wheelchair in approximately 18 days from evaluation to delivery, which several NSM employees told me was virtually unheard of. The equipment itself met my expectations, and I appreciate the efforts of those employees who stepped in and took ownership of my case.
Unfortunately, I do not believe the process would have moved this quickly without constant follow-up on my part. I spent countless hours making phone calls, sending emails, documenting every step, and escalating my concerns to local management, corporate leadership, and even NSM's ownership. As a customer who depends on a power wheelchair every day, I should not have had to manage the entire process myself.
The biggest problems I experienced were:
Poor communication.
Lack of proactive follow-up.
Limited transparency regarding the status of my order.
Having to repeatedly request updates instead of receiving them automatically.
Feeling that customers must become their own case managers to keep the process moving.
To be fair, once my concerns reached senior leadership, several individuals responded professionally and helped move the process forward. I especially appreciate NSM Corporate VP Mike Peters and the employees who took ownership and ensured my wheelchair was delivered.
My overall assessment is that NSM has dedicated employees, but the company needs major improvements in customer communication, case management, accountability, and transparency. Customers who rely on mobility equipment deserve regular updates without having to repeatedly call or email for basic information.
I sincerely hope NSM uses customer feedback to improve its processes because no one who depends on a wheelchair should have to fight this hard simply to receive medically necessary equipment.
Final Rating: 2 out of 5 stars. read more
