"HOW ARE THEY STILL IN BUSINESS???"

SOMEBODY DO SOMETHING!!!!!!
UPDATE 22 06 22: 2 WEEKS FOR A GANTRY HOIST TO BE DELIVERED, TO GO WITH THE BED THAT EVENTUALLY GOT DELIVERED ALSO 2 WEEKS LATE, NOW DAD IS STUCK IN HOSPITAL (AGAIN!) FOR ANOTHER WEEK, WHICH WILL IMPACT HIS MENTAL WELLBEING (AGAIN!) . THIS COMPANY SHOULD BE SHUT DOWN. THEY LEFT MY DAD IN A BED TOO SMALL ALL SCRUNCHED UP, PRONE TO BLOOD CLOTS AND IN PAIN, HOSPITALS, SOCIAL WORKERS, CARE STAFF, ALL COMPLAINED TO THEM AND GUESS WHAT, NO BED. IF MY DADS HEALTH SUFFERS BECAUSE OF THIS I WILL SUE MILLBROOK HEALTHCARE. DONT BOTHER WITH YOUR STUPID AUTOMATED RESPONSE EITHER MILLBROOK, YOU ARE A DISGRACE!!! WILL BE TAKING THIS FURTHER.

"Roxanne"

Roxanne (Roxy) so this is why it’s getting such a low score. Because of how she treated people. She’s told me multiple times I’m “to well to be in the hospital”. And then has called me an “attention seeker” Also said that “ you obviously didn’t want it to work, because you didn’t try hard enough” when on about an attempt… honestly I don’t get how she still has a job working at Millbrook or anywhere to do with mental health. After confrontation with multiple people when I was on the ward…

Hi, regarding your last message can you message me again please?

"Despicable company who ignore complaints"

9 year old daughter is a full time wheelchair user, who outgrew her old chair. They left her without any wheelchair after refusing to deliver her new chair when we were shielding. They had the chair in their possession early July 2021 and would not deliver it until late October 2021, leaving her trapped and unable to even use her garden for 4 months. They also lied and said the reason they could not deliver earlier is that they needed the rep present, and there was only one rep to service the entire country. However when they eventually delivered, the rep was not with them.

Made a complaint by email in August 2021 which was completely ignored. Followed up in September, received a short acknowledgment of receipt but nothing else. It is now April 2022, have sent several further emails to follow up, all ignored. They do not even pretend to follow their own complaints policy. They clearly do not care about the service users, as the NHS is really their customer, not the end user/tax payer. They keep getting the NHS contract to provide wheelchair services no matter how terrible their service is, so they have no incentive to care or change. Only by threatening to remove their contract or taking legal action if they continue abusing wheelchair users will this despicable company make improvements.

"If i could give minus 5 stars i would"

If i could give minus 5 stars i would . This company, and the ministers who gave them an nhs contract have the soul and integrity of donald trump... disgusting service. Disgusting inept staff.
Reduced me to suicidal with the cruelty sarcasm and complate lack of care exhibited. They give out chairs to elderly or disabled patients knowing that it is not fit for purpose and completely unsuitable.
Discrimination, criminal negligence, absolute refusal to hear anything otger than Profit. They employ monkeys and are getting fat on the misery of their patients.
Parasites.

"1 Star only because there is no 1 Star"

I have a client with a hoist that has been deemed unfit by Millbrook engineers and told they would replace it. This happened in February 2022.
Ever since, I have been calling them on almost a daily basis and sending them emails with no reply. I could sometimes wait on the phone for 1+ hours, and then it just knocks down.
I am still waiting for this to be replaced as he has not been out of bed since the hoist has been deemed unfit.

"Been trying all day to get in touch …"

Been trying all day to get in touch 45mins on hold so gave up in the end. Tried a few hours later and no joy. Have left a request for ring back as well but heard nothing back.
Worse customer service centre ever.

"ABSOLUTELY SHOCKING SERVICE"

ABSOLUTELY SHOCKING SERVICE
After nearly a year waiting for my sons new wheelchair which he has been measured twice for, and my son is still currently waiting for .

The one he has at the minute is a useless as a chocolate teapot . If I could attach photographs I would.

My son was promised a new wheelchair , which would aid his recovery from major hip and pelvic surgery , this surgery was July 2021 we are March 2022 still no chair and a child that has grown since his last 2 measurements that were taken!

In conversation today , I said the time has come where i feel that maybe the papers should be involved , it's a disgrace , if I do this it's not just for my son it's for every child that has been waiting , these children will receive their chairs and will more than likely grow again by the time the chair is recieved and it won't last long and then back to square one sitting in a poorly fitted chair , without the right support .
It really is a vicious circle!!!

"Wheelchair services"

Wheelchair services. Again another company using Covid as an excuse for poor service. They are very slow with just about everything. Therapists giving prognosis's to patients illness (Now proven to be very wrong) when even consultants cant. When an official complaint is made they do absolutely nothing! Obviously very understaffed leading to staff often being rude with the "not my job" attitude along with and passing the buck as quick as possible, which is a shame because some staff are very good. You get the very strong impression of profit before care, as does the feeling of cronyism for some work that is tendered out, just a feeling but. Once again what was a brilliant service when it was under NHS then went to Virgin and now Millbrook Healthcare taking an ever spiralling downwards. The list of complaints just getting longer as are the waiting times. Their overall star rating speaks volumes. If a private message is sent I am not adverse if necessary to copying and pasting it on this site in a further reply........ OK had the standard automated reply that you see hear and NO message from Millbrook themselves so I can NOT give the the details they need to reply properly. Again trying to give the impression of a caring care company but falls very short of the mark and NO real intent to make things better!........... Please tell me how to leave contact details without posting it here. I suggest you leave an email address or phone number here that I can contact you on as you HAVE NOT left me details of how to contact you. all you have sent is the company website address. Thank you.

To bring up to date. Head office has been in touch by phone and a manager rang me this morning. He is trying to sort out highlighted problems plus some more besides those mentioned. I will keep my fingers crossed and see how this plays out.

"DYING PATIENT - THEY DO NOT CARE."

Metastatic lung cancer patient with two tumours forwarded from east London nhs for a hospital bed to be delivered imminently so my father can die at home in familiar surroundings. Several delayed deliveries - three weeks after first request, there is still nothing delivered. Had to change address after social worker deemed my fathers peppery unsuitable to return to and was told by the very insensitive bolshie telephone operative who lacked any empathy, now requesting we wait another week for delivery - my father literally has weeks left to live. Insensitive, unrealisable and rude staff. Poor organisation, lack of speed or empathy for the situation. Would never use this company.

"Rude and belittling tone when speaking to elderly"

If you want your elderly loved ones to be spoken to rudely and for them to be upset you should definitely deal with Millbrook for your home adaptation needs.
Would be 1 star but they were responsive when I raised the issue. Clearly no idea on customer support behaviours but being dismissive and rude to elderly people is not the one.