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October 2023 by Diana C.
I have had the worst experience with this company since the company switch. No one picks up. No one calls back. I'm very frustrated with the service. I have been trying to reach Al since July. Wild that this is a company that is suppose to help apraxia's needs children.
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August 2023 by Leslie K.
I have been waiting for a wheelchair for nearly 2 years. Long story short, part of this hassle is dealing with medicare and kaiser but Natl Seating is not an advocate. Their customer services stinks. A manager did call and apologize and explain they got new staffing but even since her call it is still poor. I paid the co-pay for the wheelchair and they have no record of it. Thankfully I took a screen capture of the online payment. I had to send it to them via email to prove I paid. How insane is that? Now I'm calling weekly to find out when the wheelchair is expected to arrive at their facility. And when you go there...I've been to their facility twice, it's like a ghost town. No receptionist. They never answer phone calls and the place certainly doesn't look busy. What's up? Unfortunately if you're disabled and you're on Medicare, this is the only game in town.
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April 2023 by Naomi H.
Avoid this company at all costs. And, seems like NSM may have closed their Santa Rosa location. I went by to drop off a presciption so that my son's wheelchair seat cushion could be replaced and the place was locked at 2pm on a Thursday afternoon. No note, no phone message other than the usual NSM "leave a message and we will return the call by 4pm today." Of course, no call back. This is the last straw. I will pay out of pocket somewhere else and hope for an insurance reimbursement rather than continue to wait for this company to make repairs (now going on month 3 waiting for parts).
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December 2022 by Google user
Disappointed with ATP and the company. Terrible customer service. Long wait times for chairs. No communication. Bad measurements, no apologies. If you have to get your chair through them, make sure you get an ATP who knows what they’re doing and a second opinion to make sure measurements actually work. Very disappointing.
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November 2022 by Mimi L
Disappointed with ATP and the company. Terrible customer service. Long wait times for chairs. No communication. Bad measurements, no apologies. If you have to get your chair through them, make sure you get an ATP who knows what they’re doing and a second opinion to make sure measurements actually work. Very disappointing.
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June 2021 by leslie doyle
not good
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March 2020 by Inga Lizdenyte
I've been a client of NSM for over 10 years and they have provided a good service to me. I always had a good wheelchair through them and maintenance. Now that they have merged with another company and have a new branch manager Heidi Hawkins, their service is MUCH BETTER. When I needed a new power wheelchair, Heidi was excellent in helping me choose the right wheelchair for me, did all the measurements and processed paperwork with the insurance. To my pleasant surprise, I received a new wheelchair very quickly, and I absolutely love it! Heidi delivered the wheelchair to my home and made sure everything was right and worked well for my needs. I really liked that while it was processing, I received notifications on my phone with new updates, which was really awesome! I was aware of where I was in the process of receiving my new wheelchair. And then, after some time I received a phone call from NSM just to check-in if I was happy with the wheelchair and if there is anything more I needed. Very good experience. Caring people and they know what they're doing. I definitely recommend this company if you need help obtaining a wheelchair.
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November 2019 by Bill M.
I have been using NSAM for years. I was not happy with the past management so I switch to another company. Now NSAM are under new management and they are great to work with. Just finished up a new seating system for my sons wheelchair and they did a fantastic job. The staff is friendly and the techs are great and know what they are doing. This "old" company is back with the same name but with a new crew and a new attitude! It's great to be working with them again and dealing with a great new team. Give the new team a go, you won't regret it!
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July 2019 by Cheryl M.
This was by far my best experience with this company. Apparently they were merged with another rehabilitation mobility type company or year ago and it definitely shows in the improved location improved staffing improved customer service. To my surprise when I called the business phone someone actually answered which is a change from the past and when I explained of my need for a repair I was immediately given an appointment. Upon my arrival I easily found a handicap parking space in a parking lot not on the street where it's more dangerous for those of us with impaired mobility. The facility had two entrances which both had the pushbutton electronic openers which pleased me very much!!The waiting area was very clean and laid out in a pleasing fashion I was immediately greeted by a receptionist and very quickly meeting my repair specialist Scott he is very knowledgeable and pleasant to speak with!! After a very short time Scott had me all fixed up and on my way.Needless to say this was the most exceptional experience I've had with this particular company and I will definitely be coming here again and telling people who have such a need for these type of services to come here.
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June 2019 by Louie Vaccaro
Terrible customer service . I have had to deal with them for years now, don’t expect them to schedule you probably or even make an effort. I’ve had a new wheelchair waiting for me for over a month now and I’ve had to call back to reschedule twice. Even when explaining to them that the chair I’m i is effecting my posture and skin care that i need the new properly fitted chair for health reasons, it’s disregarded again and again and rescheduled for another week and a half away when it was supposed to be delivered today again....
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April 2019 by Dan Flowers
What a great staff. I receiveda ffriendly greeting as soon as I rolled through the door
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April 2019 by Dan F.
I am personally very excited about NSM being in Santa Rosa. I recently went in for some wheelchair upgrades and I was impressed. As soon as I rolled through the door I received friendly greetings from Patrick and Sarah. Because I misread my calendar I showed a full 24 hours early for my appointment however the staff was able to take care of me and Scott took the time to call me and go over everything with me so that even though I showed up at the wrong time my needs were met. He even took the time to answer all of my questions and make sure that I was understanding what was needed to accomplish my goal. I personally really appreciate good customer service and the Santa Rosa NSM staff is five stars across the board. I especially appreciate Scott. His patience and knowledge were great. I would recommend this business to my friends and family so if you're looking for mobility services in Sonoma County your first stop should be 3535 Industrial Dr, B-1.
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August 2018 by Amelia H.
Zero stars here! Unfortunately, they are the only game in town. They've been jacking me around since the beginning of June. A technician was due today between 3 and 5 pm. It's now 1:00 am and my daughter has a non-working 300 lbs piece of crap in the living and possibly cannot leave for camp tomorrow. I had to cancel my planned vacation. As the widowed mom of a disabled adult, my only chance to get away is the six days she goes to camp every summer. The Santa Branch is absolutely horrible, I dealt with the branch in the East Bay for years and they are pretty good. If you can go anywhere else do it!
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July 2018 by Sylvia C.
I don't know why Kaiser contracts with this company. I imagine for budgetary reasons, but whatever money they're saving by working with NSM isn't worth the horrible experiences their members have to endure while trying to get what they need from these people. My 11-month-old son needs a supportive chair to help with his mobility and feeding issues, as well as a special stroller. As our health plan with Kaiser doesn't cover durable medical equipment (DME), we have to go through National Seating and Mobility for equipment requests, have the request officially denied by Kaiser, and then forward the denied request to North Bay Regional Center, California Children's Services, etc. to see if they'll agree to fund the purchase. These vital items make night-and-day differences for people with disabilities, but they cost thousands and thousands of dollars out of pocket if you can't get them covered, and of course you're made to feel like a beggar going door to door just to get your kid the support they need if you're not rolling in cash. Gotta love the state of American healthcare. That's another rant for another day, though. SO: National Seating and Mobility. Dude, where do I even start. Their receptionist is disinterested and lazy, hardly ever picking up the phone. I've been in their office three times, and each time the phones haven't been ringing off the hook and there were no other people in the office, so it's not like she's too busy to even pick up the damn phone. Then there's Rob Walker. Want a call back? Sorry. An email? Good luck, s****** No matter how understaffed and overworked you are -- and I'm doubtful that that's their primary issue -- you should still be able to return a client's voicemail or email (or multiple voicemails and emails...) sooner than FIVE WEEKS after they start leaving them for you. I eventually had to badger the therapist at Kaiser with whom we've been working on the Kaiser/DME end of things to get in contact with Rob for me, and when Rob did eventually call me back, he had the audacity to suggest that, since I don't know every single in and out of the absurdly and unnecessarily complex process of securing special-needs equipment for my son, that the delays, horrible communication, incorrect orders etc. is my fault -- this, of course, was thinly veiled as "advice" for me "moving forward," so that "the next time you need to make an order, you'll be able to advocate for your son better" or some such blame-deflecting drivel. Hey Rob? You know what parents of special needs babies who're already far more overworked and underpaid than you need? NOT THAT. Oh yeah, speaking of botched orders, Rob's original quote for a chair that retails for around $1,100, a tray that retails for around $450, and a chair base that retails for around $600, was over $5,600. The lovely people at North Bay Regional ended up having to take matters into their own hands and redo the order + hunt down the equipment themselves. Now I have to go through them AGAIN, since Kaiser doesn't contract with anyone else. If you have to work with NSM, be prepared to go in with your gloves on. These people are totally useless at their jobs.
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November 2017 by Ava B.
Where do I begin. Unfortunately we have to use this company because we have Kaiser insurance. I cringed when I knew it was time for my son to get a new wheelchair--I knew from past experience how horrible this was going to be to deal with them--and sure enough it's been a complete nightmare. The delay in getting anything done--from the tiniest repair takes WEEKS if not MONTHS to complete. Keep in mind this is a wheelchair that is necessary for my son to get around--so without it his world stops. Rob and his sidekick Camille are completely unprofessional and useless. So you deal with Rob at the Santa Rosa location and when he does ABSOLUTELY NOTHING and you are waiting and calling for weeks to get something done, he has his sidekick from corporate call you and give you all sorts of excuses and different names/phone numbers of other people you might want to call to complain to. Bottom line, this business is absolutely HORRIBLE and it's a service that people in these situations absolutely need so they gotcha!!!! If you can afford to pay out of pocket I would recommend you do so and I would go to WESTERN REHAB. The one star I'm giving it is because YELP requires me to do it. They should get negative stars.
