Independent Living Specialists Anmeldelser 

As an Occupational Therapist and daughter of a person living with Motor Neurone Disease (diagnosed in 2020), I cannot recommend the services of Independent Living Specialists (ILS) Lane Cove for adult equipment hire and servicing based on our recent experience.

My mother (diagnosed with MND), father, and her support worker undertook a four-hour journey to Sydney so my mother could visit my sister's newly purchased apartment — a significant and sentimental moment for us all. In preparation, her treating OT (not me) arranged hire of essential equipment through ILS Lane Cove, including a powered bedframe and alternating air mattress — both medically necessary due to her high risk of pressure injuries.

The experience quickly deteriorated into a distressing and completely unacceptable ordeal due to ILS’s failure to deliver timely and appropriate support.

At 1:00am, the alternating air mattress fully deflated. I was informed at 8:00am and waited until their opening hours at 9:00am to urgently contact ILS. After repeated calls, I finally got through. I explained the situation in detail, confirmed that troubleshooting had already been completed (power supply, CPR valve, etc.), and made it clear that a repair or replacement was urgently required.

The response? I was told no one would be available until Monday (this was Saturday). When I raised serious concerns about this delay — particularly in a metropolitan area and for a high-pressure care risk patient — I was told "this doesn’t happen." When I pointed out that it was happening, the response shifted to “well, it doesn’t happen often,” with no proactive solution offered.

I had to request escalation and a call back. An hour passed with no update, so I called again — only to be greeted with “oh hi, I was just about to call you.” No, I was calling you to follow up.

Eventually, I was told that an on-call technician could attend. I immediately sent photos and a detailed description of concerns by email of the issue. I followed up minutes later to confirm receipt of the email, which was acknowledged.

However, hours passed with no further contact. I made three more unanswered calls to ILS to confirm if someone had been dispatched. Out of desperation, I contacted the hotel directly, who confirmed a technician had indeed attended. Hours later, I contacted ILS again for a progress update, and was told they had no information — not the name or contact of the technician, nor any confirmation of what was done. They also had no record of the issue being resolved.

Later that day, after their showroom had closed and no further updates were provided, I personally attended the hotel. The outcome? Nothing had been repaired. The mattress was still fully deflated, the pump was beeping with a red alert, and my mother was left with an unsafe and inappropriate care environment.

In the absence of any alternative, we were forced to use a standard mattress, placing my mother at serious clinical risk. My father and her support staff are left to complete 2-hourly manual pressure area checks overnight and are departing Sydney a day earlier than anticipated to return home — a situation that was entirely preventable if ILS had listened and responded to the verbal and written concerns I had provided early that morning.

This is not just poor customer service — it is a complete failure in duty of care. As a health professional, I find it unconscionable that a provider operating in the complex care space could display such disregard for client safety and family advocacy. The emotional, physical, and clinical impact of this event was significant and entirely avoidable.

I strongly urge anyone — especially those caring for vulnerable individuals — to look elsewhere for equipment hire and support services. Based on this experience, ILS Lane Cove cannot be relied upon to provide responsive, competent, or compassionate care when it is most needed.

This company retains credit card details and makes unauthorised charges for goods not ordered. They do not respond to customer complaints so your only recourse is through your bank. Very disappointing given its mainly aged care and disability services.

Independent Living Specialists are not to be trusted. I ordered and paid for delivery of a special chair for my retuning husband after open-heart by pass surgery. Inexplicable texts confirming; then postponing delivery. Calls not answered, no response to emails. There are many other much better suppliers. Use them and save your loved one & yourself heartache.

Absolutely useless. Ordered products 5 weeks ago. They got Paid within a week of order. So far 5 weeks later and my wheelchair is so broken I cant leave the house and very loud metal grinding noise as castors deteriorate further. Yes they knew this issue when ordering. Why can I get the products at half the price and express posted to me. But they cant organise anything in anywhere. Never again. do not use them.

Do not trust these people, they will not do anything without asking for a debit/credit card and when they do they will keep stealing money from you, because their accounts department has got everything wrong... do not trust them, you also cannot ever speak to someone who will fix things, you just get told by the office that, no one answered the phone and then nothing is done, I have had someone answer the phone who said they would resolve it for the 4th time, but no they have taken more money

they will only let me give 1 star but ill give them 0 don't deal with this company they're a sham will lead to frustration and rage bought a recliner chair for my back which they recommended for comfort,3 months later the cushion started sagging phoned the store talked to an answering machine still no reply rang store again answering machine went to store 3staff yakking to themselves told them i needed this chair repaired and phone me that day finally got a phone call service technician arrive a few weeks later and confirmed a defect waited another 3 months before replacement cushion installed.3 months later same complaint with the cushion thi s time technician arrived next day emailed the supplier of the chair theorem concepts manager was apologetic and assured a new cushion would be replaced its now been 2 months and still waiting i know the slow boat from China is on its way emailed the supplier and he told me that i should get a memory foam cushion at my expense an expensive chair and terrible service would not recommend this company to any one STAY AWAY rick sobaszek

Despite providing an independent report by an electronics engineer / JP pointing out the charging device was faulty - ILS was not going to do anything but they made an offer to settle to office of fair trading. They resolved some of the problems so I decided to accept their offer but they have not responded. Wall of silence

An absolute disgrace. First man came out. He shat in out toilet. Then after our apartment was filled with his faecal odour, he broke our toilet seat. The company promised to reimburse us, but it’s been over 6 weeks now. Promises were made to reimburse. But nothing. Your company clearly doesn’t give one ounce of consideration. Hollow promises abound.

I would avoid this company, my 83 year old father tried so many times to get someone to come out and fix his mobility scooter, they don't call back, when they do, they make you wait over a week for anyone to come out. And they make you pay for the service up front before they will attend your home. Never heard of that. They have stuffed him around so much and just quoted him $2500 for a scooter motor, you can get a new scooter cheaper than that. They seem to really be the only ones importing parts for the Sterling, looks like an untapped market if anyone is looking for business opportunities. Let's hope with a little competition this company decides to be a bit more professional and compassionate.

According to Alison Smith's arrangement, we have a wonderful Technician Graham visit us on the 26 Aug morning. He is so kind to help us to check everything for the produce,
Graham solved the problem.
We appreciate Graham's help, he is so great, thank you!

Your reply to my complaint is an insult, first you take my $3,000 plus for a service you did not do then you send me the same invoice again, are you kidding? Do you expect me to pay you twice for absolutely nothing. I have reported you to the NDIS & hopefully they will stop you from doing this to anyone else, SCAM, SCAM, SCAM.

the company is amazing especially the ceos ian faqurason and the absoulute legend peter reid i have had the best experience with the company and i hope they do great in the future...... they were very helpful and they helped me with my grandma providing us with one of the top tear brands of wheel chairs ( hero) they all were super happy to assist me and my family and i wish the best for the company in the coming years.

Our royal medical travel lite power chair that cost $4,814.89 was bought for our mother who is over 100 years old. We don't use a lot but have had it for about a year and 7 months the controller has never worked properly since we got it. Now it doesn't turn on at all its still under warranty. We rang up on the 15th of May service bloke came out on the 16th said it could be controller or main board he didn't have spare on him to check so he was ordering a new one be here in a couple of days. It is now the 27th of may we haven't heard anything from him. So I rang back got put through to dee why . Girl named Alex answered I had to repeat spelling of name she told me that the tec guy no longer works for them and nothing has been ordered she then informs me part is not under warranty but she will be back in a minute, 21 minutes later I get hung up on and she doesn't call me back. I recall waiting another 10 minutes and she answered again. Tells me she didn't hang up. The phone disconnected. She then goes on about short staff and tech no longer with them. I asked when will she find out she said its up to the manufacturer I said not good enough. I asked for head office number and I was told I'm not allowed to give you that number I said why she said because I'm not. So she gave me a email number. This is not good enough. I'm thinking of taking this to court to get all our money refunded because this is not a very good service. To many excuses and they leave you hanging to the warranty runs out. Where is the exceptional service that continues beyond your purchase with product warranties and ongoing support from qualified technicians for servicing and repairs that you say in your ads. We haven't received any of that. I'm hoping that someone will get back to me tomorrow before we take things further. This is a disgrace to our elderly and our loved one's.

The worst experience ever.
I had to go there after surgery following an injury. I’m young and healthy otherwise. I went there on my home after hospital while in a lot of pain, because I urgently needed aids for the toilet and shower. I found online that they offered them for rental for a reasonable price. After going through the stock and selecting what I needed I went to pay, and the 2 items came to $500. I said I wanted to hire, not buy, and only then they told me if I want to hire I will have to wait 5-7 days for delivery. Even though they had the stock right there! I felt I had no choice because I can’t not shower or use the toilet for 5-7 days. They prey on people at their weakest!
I wasn’t sure the toilet aid would fit, so I said that when we get home we’ll see if it fits, and if not we’ll be back in 30 minutes to get a smaller frame. They said they don’t do exchanges or refunds! What??? I’m not even sure that’s legal, and it’s definitely bad service. I was in so much pain and just wanted to get home, so I paid the overpriced $500 for 2 basic items, and left with a bad taste in my mouth. If you have a choice, choose anywhere else!!! Absolutely horrible company

CONFIGURA RECLINER LIFT CHAIR
DO NOT BUY! Abolute waste of money. Cost $4000!
Problems
1.The fabric almost disintegrates after 3 years.
The manufaturer knows this which is why they only offer 2 year waranty.
2. The chair makes a very loud groaning noise (which actually sounds like someone is passing wind) when the recliner is going up and down. Very embarassing if you are on the phone!
3. The stuffing in the pillows is hard to get to a comfortable level.
4. The back pillows dont seem to fit the chair frame properly
None of the above issues were obvious on the chair in the showroom.
I emailed the manufacturer (Enable Life Care) and the supplier to me (ILS-Independent Living Specialists), and received the following response from Enable Life Care (manufacturer).....
"The Vapour Permeable material on the top of the armrests, seat cover, and backrest pillows is prone to wear and tear. Replacement parts are available."
I responded......
"Thank you for your prompt reply.
If it is a well known fact this fabric only lasts a short time it should be made clear to the customer prior to purchase and stipulated in your brochures for honesty and transparency.
I never would have bought this if it meant my mother had to continually replace it! I feel like this is another example of taking advantage of the elderly and disabled.
I will be active on social media and via online product reviews to ensure other people aren't misled like I have been."
After leaving a voicemail message and emailing ILS I received no response. 2 weeks later I phoned once again and my call went through to the service centre voicemail. I immediately called back on the sales line and not surprisingly, the call was answered. Just goes to show they are not interested in after sales service.
Unfortunately they referred back to the manufacturer and I received the same response.
I am now waiting for a quote for cost of repairing the chair (which I will not be doing).

Unfortunately I am forced to write an unsatisfactory review on ILS, due to the recent experiences my elderly mother and I have had with the company. It is with great disappointment and frustration that I find myself compelled to write this letter of complaint, as the level of service we have received from ILS has fallen far below any reasonable standard.
In September 2023, we made the decision to purchase a new walker from ILS for my elderly mother, hoping to provide her with the support and safety she needs to navigate her daily life. Unfortunately, our experience with ILS has been nothing short of a nightmare.
In January of this year, we reached out to request a service call for a handbrake repair on the walker. Little did we know, this was only the beginning of our ordeal. Almost two weeks later, in late January, one of the wheels of the walker unexpectedly fell off, posing a serious risk to my mother's safety. Despite numerous service requests made thereafter, it took an egregious amount of time—almost two months—before the initial wheel repair was finally addressed under warranty in late March.
However, our relief was short-lived. Less than two weeks after the wheel was supposedly repaired, it fell off again, leaving my mother in a vulnerable and distressing situation. The fact that this happened not once, but twice, is utterly unacceptable, especially considering the high risk of falls my mother faces.
As a company that specializes in providing aids for individuals with disabilities, ILS has failed miserably in fulfilling its duty to ensure the safety and well-being of its customers. The lack of reliability and effectiveness in your products and service support has not only inconvenienced us but has also endangered my mother's health and safety on multiple occasions.
I cannot in good conscience recommend ILS to anyone in need of a walker or service support. The level of incompetence and disregard for customer satisfaction demonstrated throughout this ordeal is simply appalling.
It is my sincere hope that you take immediate and decisive action to rectify these issues and prevent similar incidents from occurring in the future. My mother and I deserve nothing less than the assurance that she can rely on her walker for stability and support without fear of further accidents or delays.
We are now awaiting a prompt response and resolution to this matter.

My son bought me expensive knee scooter at a ridiculous cost of $350 (they sell them at Bunnings for $169) which was actually unusable due to its lack of manoeuvrability and how uncomfortable it was to use. I did not end up using it but was unable to return it within “7 days” as I was immobilised from my injury and could not drive. The manager was unwilling to accept a return even though the product had not been used and tried to quote invalid medical facts (to a doctor )as his excuse for not providing a refund. As a doctor I am appalled at such greed-driven behaviour and poor service and will not be recommending Independent Living Specialists to any of my patients again.

Awesome Team, Daniella & Ebru from ILS Auburn. They helped my disabled mother like my mother was their grandmother. I contacted ILS Auburn, because of a concern about a product I had bought. I explained the situation and Daniella understood and helped me for Mumma. Weeks later Mumma needed a disability Chair and so we telephoned Daniella. She organised everything. Daniella is a GEM. I am very grateful, I contacted the Auburn Store as they treated me and my mother with respect and all the staff are caring and kind. God Bless you all!

I’d rate 1 star if I could. Do not purchase from this company. ESPECIALLY mobility devices that require repair or servicing.
I purchased a wheelchair with power assist from them a few years ago. Every time I need a repair or am due for a service it takes weeks to get in contact and sometimes they take months to actually get the job done.
Recently, my power assist stopped charging and my right brake bent and will not actually work. So I am having to manually push and only use 1 brake. I have been calling and emailing for 2 MONTHS and when I do manage to get a response they say they’ll call back then don’t.
Awful company and TERRIBLE customer service. I don’t understand why they are so trusted by NDIS. This company should be shut down.

As you can see, this company is a sham that is taking advantage of people with mobility issues. They should be stripped of their association with the NDIS. 6 weeks after a walker was never delivered and they will not refund or return any emails or calls. Don’t believe their replies below, they do nothing. Shameful.

UPDATE: It’s been a while since my review and all details have been provided to this company as per their response below, I have also emailed them twice. They have done nothing. Again, don’t believe their replies, they are a scam making a profit off’ve people with mobility issues. They don’t don’t care about anything but a profit and should be ashamed.