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December 2023 by Paul D.
Since being shuffled from southbound to Franklin nothing but a nightmare. The virtual tech from Philly dropped the ball, she ordered only part of what I needed. Then the order was corrected and what I needed was sent to Iowa and not boston. Jennifer the branch manager refused to overnight what I needed, according a branch employee, she could not justify the expense. Even though I have only this unsafe wheelchair. Then the tech who came last week said that they sent him not the proper parts to fix my chair. He did document thar my chair was unsafe. Just like magic the rest of my parts were found but could not be installed until almost a week later. Today. And we were promised that it would happen today. No calls up to noon so we got on the phone. After several messages we received word that it would be between 1pm today and 3pm today. Not a single word from the tech that he would be late. Several calls later and the branch manager Jennifer not taking our calls, we were told that the repair would not take place until this Saturday now. They could not bum any patients tomorrow, I had to take my place at the back of the list. This has been going on for four weeks now. In an unsafe chair. (I have no other options) And the last we heard from customer service Jennifer would be calling us. She never did... seems as though she only cares about her numbers and that she looks good with Corp.
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November 2023 by That Guy
AVOID THIS BRANCH OF NSM. I've been a patron of this branch for years...not out of loyalty, but because of necessity. I can't understand how this branch of NSM is open. I've called at different times, multiple times a day, and different extensions with no answer. Voice mail messages have not been called back either. It's been this way for years now "as you can see from reviews". There's NO communication for needed parts. You're left guessing for weeks. I've called the parent company helpline and they're just as useless. The rep stated "I'll send them a message to call you." and still no call backs. No accountability what so ever and it's sad they treat the disabled this way. At this time I'm still waiting on an item I need for my chair to have it work of which I asked about 5 weeks ago.The bright side of this is it pushed me to call another NSM branch. They were kind and responsive. They apologized and said when it's time for a new chair, I can contact them and I can switch branches. I suggest you do the same.
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November 2023 by Dina L.
My mother purchased her mobile chair in May 2023 and not long after she has been experiencing issues with this chair ever since. The chair is shaky and she feels unsafe when riding in it. I have called NSM a few times, had two repairmen visited after months of waiting. And she's still waiting for someone to come back and fix the problem or give her a new one or a new different chair. It this how you treat your disabled seniors who rely on the chair for their independence. This lack of responsibility and accountability to your customers is unacceptable. She needs someone to contact her on how the company will resolved this issue because it's been way too long. Maybe she needs to call channel 7 (Solved it) to get the proper service she should be getting. We should treat others the way we would like to be treated, because none of us knows what will happen to us in life or what our health situation will be. This is unacceptable customer service.
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November 2023 by T K.
They are terrible. The mass and ri branches were run under the manager from mass. She lies, falsifies documents and sends unlicensed atp to order parts for children. When called out on their lies and incompetency they fired us as a client. That's right. Fired a 7 year old that cannot advocate for themselves. This company should be shut down.
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September 2023 by Gordon B.
After a full year of trying to get a wheelchair from this company, my experience is much the same as the rest here. After dealing with them for a year I was no closer to getting a chair than a year ago. employees lie, hen my chair died it took them 3 weeks to fix it, and I am 100% dependent on it. BETTER OFF USING ANY OTHER COMPANY
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September 2023 by Bella T.
If you need equipment, expect it to take a good... year. Been trying to get a new seat cushion for MONTHS. No one answers phone calls or returns voicemails. I have severe scoliosis and constant back pain, my seat makes it worse. I also can't get my new joystick because I still can't get in contact with anyone to move along the process. It's gotten wet, and wouldn't turn on before. Still waiting!!! Would not recommend this organization.
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March 2023 by Cassie Sweitzer
Horrible Experience!! If you can avoid using them please do. Trying to get replacement parts for a piece of equipment for months now and still nothing. Can not get a hold of anyone when you call the office nor can you get a call back from anyone. Very poor customer service and organization.
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March 2023 by Leslie Zetlin
My husbands power wheelchair broke. It needed 2 parts. It took over 3 weeks and many phone calls from us to get the parts expedited. There was no loaner wheelchair for us to use. It was a nightmare. I do not understand how they deal with some of the neediest people, but are not equipped to do so.Disappointing to say the least.
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April 2022 by Cory L.
My wheelchair batteries died and I was told it would take six weeks to get new batteries for my chair which left me stranded in bed for 6 weeks and which caused me to have bed sores and lose money from not being able to get out and take care of business and I was unable to go to doctors appointments they would not send batteries no matter what until the process was complete even though the doctors and insurance company had fulfill their obligation to get me the batteries I needed and it was under warranty if things don't change with this company I'm going to have to find other options this company has changed and now is the worst to deal with they need to do repairs and Battery swaps upon pre-approval not leave the patient stranded and unable to be mobile I hope the company hears me loud because I'm going to get louder if not
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March 2022 by Paul Paul
They absolutely don’t do at all what they say!!!!!
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March 2021 by Ann Offerman
Do NOT use this exploitive company. My dad had a “loaner” wheelchair through them for 5 months until he died. It was a piece of junk that he could not control and in all that time they could not “find” him a better one to replace it. We could not change companies because they were out intermediary with Medicare. Company has MANY complaints filed with the Better Business Bureau. Additionally they sold the company housing my Dad (elderly housing) a stair lift that was completely inappropriate for him given his quadriplegia. Completely shameless.
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March 2021 by Jay Collins
Woburn— No communication. Long drawn out process for repairs. They took my wheelchair to the shop for work. Said it’d be back at a certain date/time and have heard nothing!!!Couldn’t even get anyone to pick up on customer service. The repairs dept had no clue about anything and sent me back to customer service where I left a message. - still no replyThis has happened before. I’m not impressed.
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October 2020 by Brenda A.
Do not use this company. Prices are crazy. Customer service is the worst. Got hooked up with the through the rehab I was at. They delivered my chair by dropping it in the drive. Didn't show me any of the features, how I could adjust things - nothing. Not even 6 months and one of the arms broke. At first they told me they would need insurance approval. I said it should be under warranty. Took weeks and finally got the call they would be coming out. The service window - 9 to 5. Called and couldn't get any more detail. I am in a wheelchair so I have nothing to do but wait? Would never buy from them again.
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July 2019 by Matt F.
Terrible experience with this company. Specifically Jill stickler-page. She is probably the worst person I've ever worked with. Very unprofessional, doesn't return phone calls, for months and months. Someone with her level of professionalism should NOT be in this field. Wheelchair users depend on these people and for months to go by without a return phone call or text message to someone in need is completely unacceptable. The sad part is they keep her around. She needs to go
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August 2018 by Joe A.
Absolutely terrible customer service. They never return phone calls or respond to emails. They truly do not care about their customers. They are supposed to provide equipment to the most vulnerable citizens who need the most help. They couldn't be bothered.
