It has been right around six years since I first reviewed an experience with Numotion. Numotion is one of the nation's largest complex rehab providers and, in my case, also one of the nation's largest providers for wheelchairs, wheelchair repairs, and other related mobility equipment.
It's no secret that my first experience with Numotion was abysmal. It was a comedy of errors ranging from delays to poor communication to inadequate equipment. Eventually, I would speak with a regional manager that assured me a new CEO had put forth a new emphasis on customer service and that all of my concerns were going to be dealt with. I had a couple repairs that went semi-well and I had a direct contact. My hope was that once I needed a wheelchair in the future that I would have a much better experience.
In late 2019, I was hospitalized with a near-fatal case of dehydration and significant infection that ultimately caused me to lose the remainder of my left leg. After 10 days of hospitalization, I began to rehab and almost immediately began the journey toward getting a new wheelchair since I knew I would need some different adaptations given the increased limits in my mobility.
I contacted the Indy office of Numotion and got the process started.
Unfortunately, I fairly quickly realized that nothing had changed and yet another challenging experience had begun.
While there's no question I needed some post-amputation recovery time, this was also the time when it was ideal to work on the administrative pieces needed to get the new wheelchair. Unfortunately, Numotion is very organization-centered rather than person-centered. Quite honestly, I have yet to have a single experience here that makes me believe they care about the customer.
My initial adaptive tech evaluation went fairly well, though I was frustrated that we couldn't combine it with the OT evaluation (which we had done last time). It was even more ludicrous considering the AT tech showed up for the OT evaluation. Again, an obviously organization-centered policy and clearly not person-centered. This added weeks to my wait - and even more absurdly, they canceled the OT evaluation initially because they reportedly hadn't received a needed form. I was like "Why didn't you call me? You know how important this is to me." I ended up showing up for the OT and managed in 15 minutes to get the form they needed. Why couldn't Numotion do that?
Over the course of 4 months, a period during which I couldn't work, Numotion had poor communication, lost documents, documents they would say they had then deny they had, documents they would say were signed by the wrong person, and other mishaps.
It was truly just more of the same.
It got so bad that my insurance company actually started dealing with them and my case manager was equally frustrated.
Fortunately, I finally received the wheelchair. It took me a couple of weeks of practice, but I was able to figure out my transport issues. The chair has mostly worked out, though a recent visit to get a brake adjustment ended up with a "You need new brakes." 2+ months later, I'm still waiting (and I know exactly when my doctor sent the forms to them).
I'd nearly switched to another company for this chair, but really hoped the reported customer service changes were true. Unfortunately, they simply are not. This is easily one of the most consistently poor experiences I've had in healthcare after 50+ years with a disability. I feel sorry for the folks in smaller cities who don't have any other options - fortunately, I live in a large city and have no doubt that next time around I will not be returning to Numotion.
Six years later and time hasn't changed a thing. read more