"Service was ok"

Service was ok but could have been better.

"Non-existent customer service"

There are numerous replies from Millbrook below, similar to their reply to me, stating “Can I politely ask you forward some more details regarding your concerns, including the service user's name and postcode to Feedback at millbrookhealthcare.co.uk (not permitted to enter email addresses on Trustpilot) and I will be sure to look into this for you as a matter of urgency”. Feedback at Millbrook were made aware of my issues many weeks ago and they have not been able to resolve the issue despite numerous emails and telephone calls.

There is an issue with their supplier, Appello, and Millbrook have told me to contact their supplier. Millbrook seem to be unaware that as my contract is with them it is their legal responsibility to resolve issues with their supplier. Perhaps I’m being too kind saying that they are unaware, it seems more likely that they choose to ignore their legal requirements and that they are happy to accept their abysmal customer service.

"Do not arrive when promised"

My father needs equipment delivering before he can come out of hospital. Millbrook texted me to arrange this and I telephoned them back (three times as they never returned calls as promised) and arranged the delivery for a Saturday.
I had dealt with Millbrook recently and knew that they did not always deliver as promised so when they had not appeared by 3pm I telephoned and was told that they had two drivers off sick so they had more deliveries than normal but they would definitely come.
I rang again just after 4pm to be told that actually they had telephoned my dad at 2.19pm who had refused delivery. My father has been in hospital since January and obviously it was inappropriate to telephone him as he would not know the arrangements and at no point on this occasion had they been given his number, I presume they must have obtained it from another delivery. On speaking to my father later I discovered that he had not refused delivery but had quite accurately said that he had not known if anyone would be in.
The hospital and I both applied pressure pointing out that my father cannot be discharged until this equipment is provided and that I had travelled a five hour round trip to be there and accept delivery but to no avail, the driver flatly refused to deliver that day. I suspect he or she had too much to do due to the other drivers being off sick and was looking for an excuse to miss a delivery.
Now I have no idea how the equipment will be delivered or when as I cannot trust Millbrook to arrive when they have made arrangements. I am absolutely disgusted.

"Millbrook should be ashamed"

My first time with Millbrook - and hopefully the last. My brother-in-law needs door grabs fitted before he can leave hospital and his physio arranged for them to be supplied by Millbrook. So far it has involved waiting 33 minutes on the phone and then waiting in for a whole day for a fitter's appointment, to be told 'no' it would need another call to give me a date. Absolutely useless.

"Brilliant service"

The lovely young lady came out on a Saturday night to deliver my mother another bed, all on her own. Great service. The young lady was so helpful. Good instructions, very knowledgeable. Brilliant service. They need to look after their team members like this lady. She was jolly and kind.

"Millbrook Heath care how dare you leave…"

Millbrook Heath care how dare you leave my terminally ill mother for 13 hours with a broken pressure mattress . My mother was in tears and such a state . My parter her carer had to spend 13 hours every 20 minutes turning the alarm off . As for your customer service call centre blatantly telling my parter lies saying they couldn’t get hold of the engineer and they then had to escalate the incident with managers
One of the engineers lives 5 minutes away and was not called out till they started their shift at 9am the next day .
Trust me Millbrook this is not over I will be writing to my MP
Your absolutely disgraceful
I suggest every other person that falls foul of this company to do the same
It’s inhumane how they think they can treat people

"Service for Bath lift"

Millbrook have failed to attend to service the bath lift on four occasions. On three of those I didn't get an explanation or apology, I have stayed in waiting all day and no one turned up. They wont give a morning or afternoon time just 'could be from 8-6 '
Not sure if they contracted by the council or NHS but when I find out, I am going to put in a written complaint.

"Disgusting"

Disgusting
Absolute joke
Wouldn’t even give them 1 star
My mother in law is terminally ill and has one of their beds
Well tonight it developed a fault
I called them at 9pm to arrange an engineer
Was told someone would call me with an ETA
2 hours passed and nothing
Called again
Was told they can’t get hold of the engineer who is on shift
The time frame for the call out is 4 hours
4 hours go by still nothing
Call them again
We can’t get hold of the engineer
It’s been escalated to managers
Not good enough
My terminally ill mother in law is sat in tears in her chair because she wants to go to bed and can’t
Another 2 hours pass so we are now on 6 in total
Call again
We are trying to source an engineer we are so sorry
Total and utter shambles
Can’t believe the NHS use their services
No one calls to update you , nothing I’m livid
Call again this morning 10 hours have passed
To be told we have escalated it to the manager once they respond we can take it further
I’ve had zero sleep at this point
I put my mother in law in the bed at 4 this morning as she was so upset sat in her chair
Every 20 mins the alarm goes off on the bed keeping her awake aswell
I finally get a call from an engineer and he was so kind
He gave me an ETA and arrived on time with a new mattress
He said he hadn’t any calls until this morning and when he received the job he called me straight away
He was a lovely guy and they don’t deserve the abuse they get from disgruntled customers because of the way customer service deal with problems
The place is a circus

"How these people have a contract is…"

How these people have a contract is beyond me never had so much trouble with any other wheelchair service.

Had an annual service yet a few days later my caster broke on my electric. They came and had to take my chair to the depot. I got it back with a flat battery that does not hold a charge for more than a mile, so having to call them again

"Do not use"

I am going to split this review into two parts. The first part is reference Millbrook and the second part is about one of their Technicians. My Mother, who has recently passed away had some equipment from Millbrook and trying to get them to collect it was somewhat of a challenge. They are unable to give you a time, you are just expected to get to the property and wait (not helpful when you live an hour away and run your own business!) Collection of equipment was due to be picked up on the 12th January. I sat at my Mums flat and waited and waited - they were supposed to call me when they were an hour away. 2.15pm not received a call, chased Millbrook, was told they could not get hold of the driver but it could be any time between now and 6pm. Brilliant - don't worry about me, I don't have a life.
I decide to cancel the collection on that day as I did need to get back home and it was rebooked for the 20th January. My gut said that I needed to call Millbrook on the 19th just to make sure it was all booked in. I was greeted by a woman with attitude who told me there was no booking that had been made for the 20th and they couldn't collect the stuff anyway because there was no availability! I asked if they recorded all calls "yes we do was attitudes reply" - well if you find the recording you will see that I cancelled the 12th and rebooked it for the 20th "nope, there is no call logged" said the attitude. No apology, no attempt to help me and then suddenly, apparently I WAS IN LUCK because attitude had found availability for the equipment to be collected (yes, please note, I was in luck because clearly I was lying because I hadn't changed the collection date, it was all a dream!)
Then to add insult to injury, I asked attitude if she had my mobile number so they could call me - the number she read out was wrong (by one digit) - her reply? "oh so that's the reason they couldn't call you, you gave us the wrong number!!)
These useless bunch of morons are a complete waste of space - they take no responsibility, they all have a blame attitude and clearly don't care. They are a disgrace and I can understand why so many people have complained about them. What is even more bemusing are the number of complaints on here which no-one has replied to - surely Management must be embarrassed to see so many complaints on here - you would think they would want to carry out some urgent training on customer care, or better still, sack these so called customer care agents that answer the phones all day and employ people who actually do care (there are a lot available)
The second part of this review is a really positive review (and I have already phoned the office to speak about this gentleman as he went above and beyond (in my opinion) to help me.) His name is Mark and because of a call from his colleague, he called me to say that he was dropping off something to another flat in the same block as my Mum and he could collect the equipment that evening. My Husband very kindly drove up there to meet him and he waited until he arrived and they moved the equipment together. A small thing that Mark did, but for me it meant the world as I didn't need to travel back up there and to wait in all day and not get anything else achieved. So massive thank you to Mark and I hope your supervisor has actually taken the time to pass on my thanks to you.
My advice to Millbrook - get your arses in gear and sort this shoddy workmanship out - there are a lot of people who rely on your service - some of them terminally ill - a little politeness and compassion costs nothing and remember, you could be in this position one day and need the services of Millbrook - how would you feel if you were treated the same way?