Announcement

Collapse
No announcement yet.

My experience with National Seating Mobility(NSM)

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • My experience with National Seating Mobility(NSM)

    I know we have a DME review thread but I think that it receives very little attention. Wanted to give my review of NSM. I got a new chair over a year ago in another state from a local provider not NSM. If I had known I was moving that soon I would have waited as getting service from providers you don't purchase from is a ridiculous problem.

    Anyway I developed a problem where I was getting a bad cable message on my permobil. I called a couple vendors including NSM about getting a repair completed. NSM told me they would have a tech call me but it would be private pay which I figured as much. The tech did not call me. A few days later after a couple more attempts someone from their billing area called me and said the charge was going to be more than $1300.00 and they needed half up front if they were going to come out. A bit incredulous I asked that how could they establish a repair price without any diagnosis. Apparently someone decided that all the cabling and joystick must be replaced without troubleshooting. This tactic seemed very shady so I said I wouldn't need their services. I called the Regional Permobil rep and he arranged for me a vendor about 60 miles away to get my repair done. Cost of repair was about $80 and insurance covered it. Then yesterday more than 6 weeks after repair I get a call from NSM trying to setup time to do repair. They were not only incompetent but I also wonder if attempting to bill someone for repairs not needed would be considered medicare fraud.

  • #2
    Having attempted to work with NSM on getting a new chair for over one year (unsuccessfully because I wanted to pay cash for upgrades), I’d lean more towards incompetence than fraud.

    I’ve no doubt that they would have replaced all the parts they told you they wanted to, but that’s likely because they just have no clue what’s wrong with the chair or how to fix it, so they just throw new parts on it and cross their fingers hoping something they replaced was the broken part.

    Comment


    • #3
      Well NSM bought our old DME and while old owner worked on as Manager it was slow but still got things done when contacted him directly for assistance. After he left it was a joke. First when had problem that seating had not been replaced from where they suppose replace after got chair never got done. Then they could not find my 'file'. After awhile they did come out assess because was having mechanical problems.with my chair as well as Mama was having problems with hers.
      They decided with age and cost of repairs we could get new chairs.
      That was a joke, after year of trying contact due them not contacting us be gave up. BTW: They did contact once saying we needed to start process over again. We declined and guess either me or all DME stuff after getting out nursing home I tried again with different DME. All paperwork done using Home Health and the DME APT. After few months DME called the "didn't like" how Home Health done paperwork and want a new paperwork from Seating Clinic.
      Well with this virus stuff it ain't got done. Ordered new batteries and Mama a new basic powerchair from small DME for cash to make due til hopefully this virus stuff passes(knock wood).

      Comment


      • #4
        This isn't company wide, it all depends on the people working there. I have used the same guy at my local NSM for two of my chairs with zero problems and he has always made sure everything was exactly the way I wanted it. You just have to find the right person...

        Comment


        • #5
          Sounds like you have to be lucky.

          Comment


          • #6
            Originally posted by Brad09 View Post
            This isn't company wide, it all depends on the people working there. I have used the same guy at my local NSM for two of my chairs with zero problems and he has always made sure everything was exactly the way I wanted it. You just have to find the right person...
            You just have to find the right person??

            No, that should not be how a company operates if its' goal is service and efficiency.

            Disdain and arrogance is how a company operates with a captive client base.

            From here it appears that this NSM company has piss-poor protocols, staff management/training and has an over riding disdain for its client base.

            Thank goodness the we have a tax payer funded agency that is still largely accountable to us, despite incursions over the years by what appear to be mainly US health insurance industry 'advisors' and ' lobbyists '.

            In the words of John Lydon, 'I could be wrong, I could be right'
            Private health? After years of extracting profit, they discard you when you need them most.
            Do they operate efficiently to the advantage of the consumer? No, it doesn't appear that they do.
            Is their operational efficiency to the advantage of their share holders;yes or no?
            Yes.

            https://www.youtube.com/watch?v=Vq7JSic1DtM
            Last edited by slow_runner; 07-18-2020, 07:34 PM.

            Comment


            • #7
              Something I been thinking and know rationally it ain't or should not be even possible at all. But, lack of interest by DME's, saying they will call, contact your doctors, etc and then never doing any of it. Are they really just not interested? On salary so don't matter to them? Just patting end user on the head so they just mark time?

              Comment


              • #8
                Originally posted by slow_runner View Post

                You just have to find the right person??

                No, that should not be how a company operates if its' goal is service and efficiency.

                Disdain and arrogance is how a company operates with a captive client base.

                From here it appears that this NSM company has piss-poor protocols, staff management/training and has an over riding disdain for its client base.
                While all of that may be true, that hasn't been my personal experience. That's all I was saying. I'm not going to defend them against other people's experiences. Apparently I just got lucky.

                Comment


                • #9
                  Originally posted by Brad09 View Post
                  While all of that may be true, that hasn't been my personal experience. That's all I was saying. I'm not going to defend them against other people's experiences. Apparently I just got lucky.
                  My apology Brad, that prefix was not meant to appear to be a challenge to nor a judgement of you.
                  Regardless of quality of service, there are always people of exception who operate above the norm.
                  Last edited by slow_runner; 07-18-2020, 11:26 PM.

                  Comment


                  • #10
                    Originally posted by MikeP2020 View Post
                    Something I been thinking and know rationally it ain't or should not be even possible at all. But, lack of interest by DME's, saying they will call, contact your doctors, etc and then never doing any of it. Are they really just not interested? On salary so don't matter to them? Just patting end user on the head so they just mark time?
                    Someone has to be interested in bringing in money or the individual branches would fold.

                    My guess (and I have absolutely no evidence for this) is that DME's make the vast majority of their money from much "easier" clients. Someone being discharged from SNF with dementia who needs a walker, shower chair and raised toilet seat isn't going to be in any position to make specific requests about the equipment they want for example. 9 times out of 10 the dementia patient and their family members aren't going to push for insurance coverage of additional equipment or specify specific brands and models of equipment that they want. I know I was a super easy client with my first chair, because I had absolutely no idea what I wanted or needed and so the process flew by and of course the chair sucked, but I think all first chairs suck. They told me what they said insurance would cover and that's what I got, no more, no less.

                    Once we've been around the block a time or two, I can see a DME viewing us as a huge pain in their ass when it comes to ratio of their time invested vs their cut of the costs. Using myself as an example, I basically told the DME guy exactly what I wanted, going down the TiLite order form line by line, and then requesting equipment that doesn't appear on the order form. I wanted several things that insurance initially denied, most of which I ended up paying for out of pocket, but some of which we (me and the DME and the insurance company) went head to head for, getting additional letters of medical necessity and arguing with insurance claims folks and DME benefits folks until I finally won.

                    Whereas the "average" patient probably takes up maybe an hour or two of their time total between eval, order and delivery, I took up at least 40 man hours, maybe more. I suspect this is why the NSM branch I worked with was so obstinately antagonistic toward me. They knew the amount of time of theirs I was sucking up made it unprofitable to have me as a client. They eventually stonewalled so hard that even though I had a threeway phone call with the insurance company (private insurance) and the DME benefits person in which the insurance company said I was allowed to pay out of pocket for whatever options I wanted and I said I wanted to pay, the DME person just flatly insisted that they could not do a titanium upgrade and bill me for the excess cost. I even went above their head to the corporate office where the very first person I got on the phone was on board and agreed that I could pay for the upgrade, another three way call with the benefits person and they just shut down and stopped returning phone calls... in the mean time my insurance policy had changed and I had the ability with the new insurance to (finally) go with another DME, and so I did. It was a much more pleasant experience the second time around, but still I probably sucked up at least ten hours of the new DME's time, much more than a clueless, compliant, undiscriminating patient.

                    Comment


                    • #11
                      I was once told that I needed a tilt actuator motor for my Permobil chair, which is my backup. I promptly paid it, which cost about $1200 a few years back. I did it because it was making a creaking and groaning sound. After the new actuator was put in and I tried the chair it made the same noise. They took it back in the shop, spray some lubrication on it I believe, brought it back outside and lo and behold the sound disappeared. Did I actually need the actuator motor? Makes me wonder.

                      Dealing with their shop is one thing. Dealing with their specialists in the field is another. Unless one wants to go out of your geographic area you have no choice of specialist. They seem to work by territory. If there is no chemistry there, which is essential for the complex task of determining a proper seating system, or you are dissatisfied in any way, it's too bad.

                      There definitely isn't, quality competition in this economic arena. Would/did centralization of the process help? That remains an open question, though we have already witnessed some of that with the collapsing of DME vendors into fewer and fewer covering certain areas.

                      Comment


                      • #12
                        NSM sucks. Took me 16 months to get my chair. The guy who did the original order was in a chair. It became obvious he was lazy. Did not listen to what I needed - just ordered what he THOUGHT I needed. Once I got rep who gave a shit and a manager who understood my issues, things got done and I got my chair. Never again will I go to NSM.

                        Comment


                        • #13
                          My first experience with them is when I was first injured 20 years ago. That experience inspired me to never deal with any DME ever. I buy my powerchairs gently used and always the same platform, Quickie 626/636/646. They are simple, reliable and there's tons of parts always available on eBay. They are also easy to repair.

                          Comment

                          Working...
                          X