"My husband who was on palliative…"

My husband who was on palliative care took delivery of a hospital bed from Millbrook. He passed away last Sunday. The bed is in our Sitting Room and is causing me distress. Tried numerous times to contact Millbrook by phone and Email to ask for collection but no reply to email and no answer to phone. I really would like the bed gone please.

"The absolute worst company ever!"

I’m angry. They delivered a mattress early September & the buffoon driver knocked my brand new Lenovo notebook off the table & broke it. Ever since I’ve been chasing a repair/reimbursement. Finally last week they agreed to refund me. Today is the day I am expecting it & so far no money. I’m furious, because they know I’m mentally ill & disabled & they’re totally ok with letting me down time & time again. This is a terrible organisation. Please don’t do business with them if you can avoid them.

"Losing mum and stress."

We lost our mum and needed the equipment collected.
When I gave the call handler a list. Which was a bed, rails, commode, tracking system slings etc. I think my 6 year old granddaughter could work out that someone had passed away.
Having to repeat myself. It was heartbreaking.
No compassion. No thought that it would be a 83 year old husband trying to return the equipment.
Very insensitive and unhelpful. Told couldn't help me regarding tracking etc I would have to go to a different department. That took two days of trying to contact.
Today put on hold to ask what time equipment will be collected
41 minutes on hold so far.
If this was my dad dealing with it. He would have had a break down. Absolutely disgusting.
Spoke to call handler eventually and complained. She told me only two people on to deal with calls. Asked for managers name to complain. Basically, Told me jobs were available. But no one wanting the job.
Told me to go to website and complain.
Got to say technician who did turn up to remove the tracking. Excellent work and excellent manner.
People like him hold the company together. If the tracking technician had a star rating I would give him 5 🌟. Brilliant
Get a grip Millbrook care and put people on your phones.

"Unable to leave a zero star review"

Unable to leave a zero star review, this company are the worst I have ever had the misfortune to have to deal with, they have been ‘dealing’ with my son’s DFG for bathroom adaptions and a door and entry system to our house since July 2019, yes, that’s right, it has taken over two years and constant chasing for this incompetent bunch of people to do very little, how dare they take 17% of the grant for causing such stress. They took so long to authorise the grant that the quotes were out of date, they awarded business to companies who had be never been to our house or discussed my sons individual needs, the only company that did come and quote, weren’t awarded the door contract. They have lied and caused so much stress, the company they subcontracted out to Fedex design limited FDL are no better, no communication, they attached a shower table to the wall without load testing it…. consequently it came away from the wall with my son on it!!!! The company given the door contract arrived to fit it 18th August and surprise... the door ( which they measured 5 separate times by 5 different people) was the wrong size and wasn’t a disabled threshold!!!! Since then I have had 1 phone call to say they can’t tell me when it will be done , blaming Covid for delays. I don’t doubt they are now experiencing these delays, however, had they done the work when they should have we would have been done and unaffected. As it is my 14 year old son asked for independent access to his own house and having just turned 16 still doesn’t have it. We’ll done Millbrook ( slow hand clap) you are a disgrace

"Poor updates"

Hi, My husband is waiting for a delivery of a wheelchair.
I have phoned our local branch and have been told in so many words that they would email the supplier although there not supposed to several times now and each time I’ve chased it up I’ve been told the supplier hadn’t replied. I’ve left messages on the complaints line and nobody has contacted me as yet . All I want is some kind of time scale or any kind of update . We have stayed home like many others which seems a life time and as the other wheelchair that was supplied was faulty we are unable to make arrangements for anything .Any contact would be appreciated.
Deborah Mackenzie

"Avoid this company if you are disabled…"

Avoid this company if you are disabled or sick or caring for a loved one. Lies Lies Lies

We waited forever for a wet room to be installed and finally the day come it was a shambles - they flooded us twice, the manager promised something and delivered something else -

"Beyond unhelpful"

I would say hit them where it hurts and leave a poor review on a social media review platform like trust pilot however Millbrook already has so many one star reviews that one more is not going to make a blind bit of difference.

So the story behind my one star review. Recently Millbrook provided me with a replacement bath lift after my old one gave up the ghost. However, the replacement was not like for like in that the old had a cover fitted to it whereas the replacement did not.

In fact the replacement was a bit of cheap plastic that when sat on in the water offered no traction whatsoever thereby allowing the user to literally float away. In other words the replacement was not fit for purpose!

Not so difficult to understand right? Not unless you’re a Millbrook committee member.

When I spoke with the OT department in my council about this (as they were the ones who appointed Millbrook) they said Millbrook refused to provide a cover for the bath lift unless they (Millbrook) spoke with my carer as to how I transferred on and off the bath lift. When I asked what the hell a bath seat cover had to do with how one transfers on and off a bath lift, nobody could answer me. So in the end I refused to agree to such a such a discussion - both out of principle and consideration for my carer as I did not want her put on the spot ... and also out of sheer stubbornness as their crackpot stipulation made no sense whatsoever.

I repeatedly explained to these mentally challenged health care providers that a bath seat cover has absolutely nothing to do with how one transfers onto a bath lift. When asked to explain their reasoning to the contrary, nobody, not one person could explain to me otherwise. Yet, Gd help us, these people wrote the book when it comes to bureaucracy. Get this..they have a committee of 12 people! to decide whether or not to approve a £50 bath seat cover! They obviously have nothing better to do with their time.

In the end, it became a power struggle with Millbrook saying they would only provide a bath seat cover if they could speak with my carer and me for refusing to allow this - both out of principle and consideration for my carer as I did not want her put on the spot. To my mind their pig ignorance flew in the face common sense and logic. As they say common sense ain’t all that common lol. End result meant purchasing my own cover and to hell with these bureaucratic bird brains.

My experience with occupational therapists in general has taught me that more often than not they are people of limited intelligence who think that just because a person’s legs might not work brilliantly their brain doesn’t either. With me they learn very quickly that not only does the brain work but the mouth works even better lol.

UPDATE

Extraordinary, just unbelievable! The day after I published this review I received a call advising that Millbrook were now going to be removing the bathlift altogether! Talk about spite, these people have it in spades. I shall be glad to have done with these eegits and return their equipment with pleasure and have NOTHING more to do with them EVER again.

"3 months and nothing"

July 8, 2021, i had an elaborate ramp installed that I cannot use. I am missing a threshold cover for the raised door frame. It is on perpetual back order. Whilst the customer service agent is completely understanding, I can't use the ranp in it's unfinished state. It's going on 3 months, and the forth is fastly approaching. I want to go into the garden in my wheelchair before winter.

"No point in complaining."

I have telephoned and eMailed this odious shower to report a problem and have received automated assurances that Millbrook “will get back to me”. I have called and mailed to the Local Wellington Branch and their Head Office near Southampton.
They clearly deal with complaints by ignoring all contact.

"Appalling service"

Appalling service. No one returns your call. Complaint raised no answer. Left message for CEO and no answer..

Caterine thank you for your reply.
Millbrook service is appalling.