"good experience"

I had a very good experience with this company The gentlman who visited was extremely polite and attentative. he arrived on the day which i was told he would. and took time with meto explain to me how to use my arm chair and how the buttons work on the controler.
it was nice that he had the patience to sit and explain all the different functions so i was very gratefull for his help.

"Excellent service all round"

Excellent service, Call centre staff contacted me prior to delivery of my wheelchair, (which is what I requested). The engineer who delivered my wheelchair, was a true gentleman, kind, considerate, helpful, demonstrated and explained thoroughly how to use and took his time so I completely understood, nothing was to much trouble. Highly recommended.

"friendly helpful staff"

My Nan has recently had equipment delivered by Millbrook Healthcare and i would like to thank the staff for making her feel at ease and taking the time to explain how to use the equipment properly. every question she asked was answered with no problems at all. Thank you

"Are they ever going to supply an electric chair?? 18 months and still waiting."

You only get one star because there is no option for minus stars!!!

I am really upset about this company and the money that they have been wasting. They had a series of public consultation meetings where they said that they were acting on improving the service to their customers especially communication.
I have contacted my local wheelchair service about the delivery of my electric wheelchair and not one person has looked into when my wheelchair might be available. I am really upset about this as my health is deteriorating limiting my ability to function around the house and I had hoped to have had the chair by now.
I originally applied for the chair assessment on 6 January 2018 and 18 months later and they have still failed to provide me with a chair.
At the forum they promised that everyone was contactable including Mathew Inder the business and improvement manager. I tried to contact him on Friday and there are no numbers listed. The only number is complaints, I left a message Friday 7th June for someone to contact me and imagine my surprise despite all the promises made on 10th April 2019 with the clinical care commission present they have failed to even call me back. On Tuesday 11th June I emailed them and again they have failed to reply. I desperately need to know when my wheelchair will be available and I don’t understand why someone can’t ring Sunrise Medical to obtain a delivery date. The only thing I can assume is that no one is contacting me that the wheelchair has still to be ordered. They also failed me on my manual wheelchair, I lost a bolt out of the brake unit. They took details and photos on the 10th April and I was told they would be out within the week however it wasn’t provided until Thursday 6th June when I final had to ring them despite them promising to contact me as soon as they had the bolt.
The public meetings have just been a complete waste of money and time filled with their usual empty promises.

"Glaciers move faster"

I have been in a wheelchair for 4 years now, and in that time I have been served by what was previously Kent Wheelchair Services (who were fine) and now by Millbrook Healhcare. For the latter "service" I have had to have two new footplates (first was plastic and broke within months, and second is metal - I had to specify this - which is fine). Also, I have had a couple of sets of tyres. The footplates took 5 months + each time, and the first tyre replacement took a few weeks. My current set of tyres now has no tread whatsoever, and it has been 9 months since I first reported it. The service is almost nonexistent. Although I get prompt replies from emails to Customer Services (and I do have some sympathy for the one I communicate with), it seems that I have to keep nagging until anything happens. I could go on in detail but you probably already know what can and does happen (e.g. vans going to the old address, vans arriving when I'm out at work despite me telling them I won't be at home until after lunch, etc.). I have had no issues with engineers when they do actually turn up but the general feel of this company is not good. I think it might be worth writing to my local MP to complain about this, as it's not really acceptable that the people who suffer here are already suffering from their disabilities and although my chair is OK at the moment I dread having to order another one and in fact am considering buying mine privately even though it will cost a couple of thousand.

"Rude Arrogant Staff drivers"

I was just about to get into the parking lot of Tesco Express in Kingsthorpe Link Road branch, when a Millbrook Healthcare van pulled in and blocked the access point of the Parking lot I pressed the horn as the driver was getting out of his van to let him know that he could park opposite the school where there were no vehicles instead of blocking traffic getting in and locking in cars that are already parked in. He just simply arrogantly pulled a face and ignored as he got in Tesco Express this happened on Thursday 30 May 2019 @ 9:15am. This is not acceptable he should be dismissed from the job if he is not happy with it, because he is representing this company in public why am I not surprised with the one star reviews if the company cant be bothered to get descent staff who care. If i'm ever or anyone i know is in need to the services they offer i will not give them business or recommend anyone even if its the last company on earth offering that service. Very Disappointed from a public perspective
Timothy

"My Son Arron Cathy"

My Son Arron Cathy
Has had an appalling service from Millbrook (Welwyn Gardens)
A particular part on his wheelchair keeps snapping, this is a regular occurrence. He has waited months for a part to arrive. This caused him not to be able to attend college for weeks due to health & safety.

It was agreed that this particular part, one would be available at all times. This has now happened again, once again my son is restricted. It is Bank holiday weekend and our plans are ruined.
this service should be monitored by CQC as they are dealing with customers who are vulnerable and should be reported to a governing body.

This is outrageous and I will be talking to anyone who will listen.
I have read all the bad reviews something needs to be done.

Pamela Small
Parent

"Awful!!!!"

Well, what can I say? I am very very disappointed!!! You have really let me down big time! You were suppose to deliver my wheelchair on Monday but you didn’t deliver it, when my mum rang you, you had the wrong address, why didn’t you call my mum?? You have done this before. It’s the 2nd time and you knew my address.... you finally delivered my wheelchair but without cushions. How pathetic is that?? Surely you would know the wheelchair didn’t look right without cushions and checked?? You’re either very difficult to get hold of on the phone or just to lazy to response... Now you’re saying you will deliver the cushions tomorrow.... will see about that... I’m still not satisfied... I have been so so paitence for a long time.... Disapointed!

"You should be ashamed millbrook"

I also wish That there were an option to put 1 stars. Utterly shocking service . Much the same as everyone else... my son has had a broken wheelchair for several weeks the engineers don’t turn up don’t even ring ahead to apologise or reschedule and this is not a one off it happens every time he needs a repair . The engineer finally car out after me ringing up to complain but he didn’t fix it properly it is still broken . My phone call was not taken for up to 40mins Atleast and then I was disconnected twice this happened I then wrote a letter of complaint and I still haven’t even received an acknowledgement . I am at hospital today with my son in his broken wheelchair who is about to go under general worrying about this . It’s disgraceful!!!

"I wish I could give this company less"

I wish I could give this company less. Treat disabled people like they are rubbish and don't realise the important of a wheelchair. Never call back and claim they have no record of your calls. I called months ago about a repair never heard anything, then last week called Monday as my son's wheelchair plate had come very loose, by Friday no call, finally get through and they say earliest they can do is Tuesday. My son was injured falling out of his chair when the wheel came off while we were out, the emergency repair man came out and fixed the initial issue, Tuesday comes and they don't turn up, so I give them a call oh we have no record of this appointment being booked. Absoloute disgrace should be shut down.**complaint dealt with by cathy and joy who were both lovely ** hopefully improvements are made soon