The Growing Challenges Faced by Wheelchair Users Due to Repair Delays
For many individuals who rely on wheelchairs, the wait for repair services has become a significant issue, largely due to industry consolidation by private equity firms. This problem extends beyond inconvenience, leading to isolation and potential health risks.
According to census data, over 5 million Americans use wheelchairs. When these vital mobility aids break down, users often find themselves confined to their homes, facing serious health consequences. The limited options for repairs are partly attributed to the private equity sector’s influence. Reporting from GBH, Meghan Smith uncovers more details on this pressing issue.
In downtown Boston, Franklin Pineda-Lopez exemplifies this challenge. (Sound of a wobbly wheel) His wheelchair’s wheel has been unstable since winter, and despite his reliance on it as his “legs,” he has awaited repairs since February.
Franklin notes, “I’d like to get to, you know, point A to point B as fast as possible, which is why I have to always remember to kind of slow down.”
The problem isn’t unique to Pineda-Lopez. Across the country, wheelchair users face prolonged waits for repairs, often leaving them stranded or missing important life events. Over the past decade, the situation has deteriorated, with users citing insurance approval delays and a lack of technicians. However, they also highlight the significant market control by Numotion and National Seating & Mobility, both owned by private equity firms.
According to Pineda-Lopez, “It’s not like a car where there’s many car shops. Something’s wrong with your car, you know, you can take it anywhere and get it fixed.”
These two companies have acquired numerous competitors, yet neither responded to requests for comment. The National Coalition for Assistive & Rehab Technology, representing the industry, acknowledges the need for speedier repairs and supports changes in insurance policies and increased preventative maintenance. However, the private equity business model is criticized for prioritizing profits over customer service.
Jim Baker from the Private Equity Stakeholder Project explains, “What we’re seeing in, you know, the wheelchair companies is a classic example of what private equity firms call a rollup transaction where essentially, they buy a company and then use it as a platform to buy lots of its competitors, right?”
In response, legislative measures are being considered. Massachusetts is contemplating a bill mandating repair completion within 10 business days, following Connecticut’s lead. Other states provide wheelchair users the freedom to repair their chairs or seek independent providers. Congresswoman Ayanna Pressley has introduced a bill to streamline insurance processes by eliminating the preapproval requirement for some repairs.
Destiny Maxam from the Disability Policy Consortium in Boston highlights the focus on selling new chairs over making repairs. “My chair alone is over $80,000. They want to go for that versus, you know, a simple repair that’s, you know, under $1,000 type of thing,” she says.
Maxam’s personal story underscores the severity of the issue. When her chair broke three years ago, she was bedridden, developed pneumonia, and required hospitalization. While recovering, she anxiously awaited a response from Numotion, which took five months to fix her chair. Her experience is not isolated, as many wheelchair users share similar struggles.
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