This company is completely incapable of quality, timely service. I've been dependent on them/at their mercy for five years. At this time, they have abandoned me without my tilt-recline power wheelchair for 4 weeks. I've had to cancel and reschedule 5 doctor's appointments, rehabilitation, and even a specialist that I'd waited several months to see and now must wait another several months.
Every order I've had through this company over the course of five years has resulted in at least one wrong part. Sometimes it's the wrong seat size, sometimes it's the wrong caster wheels.
There's one service tech in San Diego who refuses to accept the recommendation of other service techs. He didn't install the parts required to fix the battery loading parts though it was identified by the previous tech.
There are no direct lines to anyone in any dept. The call center is in the Phillipines with employees without English listening comprehension. So everything must be stated, restated using different words, asked what they heard/understood. Everything must be re-explained at every transfer to the next person. Birthday, name & address must be given to each person transfered to though given to the very first person who answers phone.
They're incapable of streamline service. Abandoning ppl w/o medically necessary equipment.
Gross Negligence!
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Mike, the technician visiting from Los Angeles is stellar. He identified what was wrong, ordered the parts needed to fix it, adjusted my chair to improve comfort, and was extremely kind. If I was only reviewing him, he deserves 5 stars.
Hopefully the rest of the NuMotion can follow through and actually get me the parts he ordered in a timely fashion. It's been 4 business days so far and I've not yet heard from the Office.
NuMotion desperately needs to improve their intra-office communication. They have double ordered things like my wheelchair seat, demanding I sign things saying I'll pay for them out of pocket. Not realizing they already delivered my new seat cushion. They also have multiple people contact me individually for orders, insurance, billing. It's too many cooks, spoiling the pot. They order the wrong items, not realizing they need to order items for the chair they most recently delivered. It's taken more than 6 months to get castor wheels for chairs, the right mount for a Speech generating device, the correct head rest. Their power wheelchair support changed their 24/hour number so now there's no support after hours or on the weekends when my chair blows a fuse going up a hill or malfunctions after just being fixed at their office. The number of emails exchanged for a single order or repair is astronomical and every person who talks to me has different, conflicting information.
Calling the local number of the on site Customer Care Coordinator, went straight to voicemail when I was trying to find out if the repair was finished, so I had to call the national number. The customer service person I spoke with kept using future tense and past tense words in the same sentence, making it very difficult to understand whether my chair was ready for pick-up or not yet ready, likely a language fluency issue. I knew I needed to coordinate a 40 minute ride to go retrieve my wheelchair, and I knew the office Voicemail said it closed at 4:30pm, so I knew I needed to get there before it closed because no one would Wait after hours for me to pick it up. I finally decided to go anyway. The office called me at 4:10pm to let me know the chair was ready for pick-up. Had I waited until their call to get it, I would have not arrived before the voicemail said it closed. Gratefully the chair now works and it is comfortable.
Both Stephen and Tommy, the NuMotion techs who come to my home are kind and knowledgeable. Both seem to be at the mercy of a company that struggles to communicate amongst the ranks.
NuMotion need to streamline their business and train people in how to communicate. It's hard enough dealing with a progressive motor dysfunction. NuMotion adds significant stress to the equation. read more
