I need a new wheelchair. I’ve needed it since this time last year. I started my research into new chairs. But, it wasn’t until I rolled into the Abilities Expo and met the team from Colours that I new exactly what I want. When I rolled up to their booth, one of the Colours guys, Jose, named immediately the three things that I dislike about my current wheelchair. They are things that I not only dislike, but things that, when changed, will make wheeling much easier. My wheels are too far forward, there is no tilt to my seat and my casters are wrong. When he pointed out these issues, I knew that he and everyone at Colours know what they’re doing. (To be clear, the problems with my current chair are my own doing because I ordered it myself online and paid cash out-of-pocket. I didn’t really know what I was doing when I ordered it and didn’t think it would be that hard. If you’re reading this and are in a wheelchair: get professionally fitted until you know exactly what everything means. You don’t know what “camber” is or where your center of gravity is? Don’t order your own wheelchair.)
The week after the Expo I called Colours and made an appointment to go in to see them to get measured for my custom chair. They were awesome and helped me pick the best chair. The only catch is that you can’t order directly from them. They don’t deal with insurance. Apparently insurance companies are so annoying to deal with that they would need to staff multiple people just to deal with that. They just want to build the chairs, not deal with bureaucracy and red tape. So I called the people who I ordered my first wheelchair through: NuMotion. They were annoying with my first chair because it took FOREVER. I ordered it in September and didn’t receive it until December. But, I figured I wasn’t in a super big hurry, so I could wait a couple months. I called my doctor for the prescription, then called NuMotion with the order form, prescription and everything else that they needed.
The receptionist was rude when I called. That should have been my first red flag. She acted like she was doing me a favor by speaking with me. I should have taken the hint. But, I decided to stick with them, mainly because I wanted my chair and didn’t know where else to go. Someone called me a few days later (I think her name was Maria) and said they were starting my file and they’d be in touch. I have yet to ever speak with Maria. When I called her back after not hearing back, she was on vacation. But I was promised that someone was still handling it in her absence. Since March 2016, I have yet to speak with someone other than the rude receptionist(s?) there. I would call every month and a half to two months to follow-up and was always put into a general voicemail with no name. I finally called the national center and was told by a very nice woman that the head of the Cerritos office would call me back. I think his name was Mike. He did call a few days later at 6pm as he was leaving his office when I was eating dinner. I called him back at 8:30am the next morning. He didn’t answer. I’m still waiting on his return call. That was in October.
I finally decided that enough was enough. I need a new chair and they obviously don’t want to get me one. You’d think they’d be eager to order my $8,000+ chair (I don’t know how they get paid, but I’m sure they do very well.) Yesterday I found a new place to order my chair from, but they’re in Carlsbad. The lady I spoke with was so super nice and informed me that they actually have an office that happens to be about 2 blocks from my house. She told me that it might take a little while for them to get back to me, but that I should hear something by Tuesday of next week. Considering I have been waiting 11 months, 5 days is NOT a “little while.” That’s a breath of fresh air! Cut to today when I was at the gym and receive a phone call that the guy who I was supposed to meet with was actually in my area and could meet with me. (I only found out later that it was the owner of the company that came to fit me for the chair.) When I handed him the order form and prescription, he told me he wished all clients were as organized and proactive as I was.
He left and said the paperwork would get started. Based on the timeline he told me, I should have my new chair by March. I. Am. So. Excited!!!!
Thank you Access Medical for being so amazing! So far I one million percent would recommend you to anyone and everyone! Everyone I have spoken with has been so amazing.
And screw you NuMotion. Thanks for absolutely nothing and making me feel so completely unimportant when I was begging to give you my business. Everyone make the switch from NuMotion to Access Medical!