Millbrook Healthcare Anmeldelser 

Service was ok but could have been better.

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.

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.

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.

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 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

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
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 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

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?

This company deserves to lose it contracts. The customer service is appalling, I booked time off work to be on site when my mother was having two door alarms fitted. The morning of the installation day I was informed that they had only one in stock and I would have to wait months for a user to return one before the second would be available. Then I received a phone call to say the installation of the one had been cancelled for that day, this call was not received until after 2pm!! I was informed I would be phoned to next day to rebook but nobody contacted me. Only use if there is no other option, do not waste any of your own money on this company, you may not get what you have asked for.

Equipment delivery was booked by the NHS and failed to arrive, contacted them and they had no record of equipment. I also had a pickup scheduled which I had arranged, queried this and they had no record. Rearranged for the delivery and pickup. They didn't show up. Contacted them and once again they claimed they had no record. Tried to re-book again and the person said they needed to talk to their manager and wouldn't re-book. They have a monopoly contract and are abusing it to the detriment of vulnerable people. Terrible company and they should be ashamed of themselves treating desperate people this way.

8 years of waiting for an electric wheelchair and they lose my application twice! My hands are now so bad i cannot use my wheelchair at all. They have been no help and it doesnt matter that my life is literally stuck in bed. I lost my husband, i live alone and they do not care!!! I am now looking into taking them to court due to my hands getting worse being due to using my manual chair. They dont step back and take any of that on board my life couldnt be any worse i thoughts. This situation is having a detrimental effect on my mental health and have been close to crisis. Get reciepts for every form you give them!!! Record as much as you can because they will LIE. They also wont go out of their way to fix it or help either. All i got were more application forms. I cant cope

Waited 6 weeks for shower rails and 14 weeks for external hand rails (before I cancel the latter). Really abmissmal service at a time when you need help!

Absolutely useless. After waiting months I was asked what equipment I needed for my husband and I particularly requested a raised toilet seat with arms. When the engineer arrived he simply had bathroom as an instruction whatever that meant and said that he had no toilet seats on his large van. My request then had to be reordered so we have to wait six more months. What a joke I feel so sorry for people who are dependent on these incompetent employees. How on earth did they get a job.

If I had the option, I would not give this company any stars at all. My 83-year-old paraplegic mother owns her own electric wheelchair. She was having problems with the motor so she arranged for it to be collected for repair. The wheelchair was returned but the fault was still there so my mother asked for it to be collected and looked at again. It was returned again but without the foot plates making it unusable. I spoke to customer service who said that they had looked for the foot plates in the workshop but said that they weren’t there. However, as we never take the foot plates off, they must have been lost when the wheelchair went for repair. I asked for the matter to be escalated and was assured that the manager would call me back This didn't happen so I rang again to check progress. I was told the manager said that they would look to see if they had any spare foot plates to replace the missing ones and that they would ring me. I waited for well over a week but, as my mother had a doctor’s appointment when she would need to use that wheelchair for transport, I bought replacement foot plates at my own expense (I have still had no phone call about this). My mother was able to go to the doctors in the wheelchair but it promptly broke down with the same fault which my mother reported in the first place which had not been spotted nor repaired. As she is totally dependent on the wheelchair, two ambulance transport crews were sent to get her back home, causing her much worry and also meaning she was unnecessarily waiting around for hours in a doctors’ surgery during a pandemic. I have subsequently e mailed many times using the feedback address and asked for the e mail to be acknowledged but have not heard anything. I am not sure whether my e mails have not been read or whether they have just been ignored. Either way, I feel we have been treated with exceptional discourtesy. This company claims to be in health care but treats vulnerable people in this negligent way. This is exceptionally poor customer service.

Absolutely awful

No customer care

No care just profit minded

AVOID IF POSS

My child cannot walk and physiotherapy prescribed a walker. That prescription was never matched at the time of delivery. Later we find out that an already bought and used walker with scratches and break issues was sitting in the warehouse which then delivered. The child cannot use it cause its not the prescription as confessed by the healthcare staff but they still want us to use it. I have firmly asked to deliver our prescription. Now there is complete silence as they did not like the firm message so time wastage and technical constrains been raised. absolute pathetic

Atrocious service from Millbrook. Needed a hospital bed delivering yesterday for mother in law after hospital insisted one urgently needed. Temporary bed taken away at lunchtime and millbrook promised bed by 8pm. By 8pm nothing.... promised by 10pm. By 11pm no bed. Had to arrange another bed with another provider which arrived within 2 hours. Reputation of millbrook with local healthcare providers says it all.... every time I mentioned millbrook I heard the tuts and “good luck with that”.

If I could give this a lower rating I would does not even deserve a single star.
The service is unjustifiably disgraceful. No care for others well-being. Ashamed this company is representing our NHS.
I support a lady with a specialised wheelchair not only countless times has the parts had so many faults the time for these repairs to be completed where unexscusable. Now for the last few months her leg became swollen, raising it time and time again to establish the cause of this all medical procedures showed nothing. Medical professional and staff members were adamant her chair was causing her to be in so much pain as the fitting and shape was not suitable. After requesting Millbrook get her in to alter positioning, as an EMERGENCY appointment, she gets offered an appointment 4 MONTHS later. Colleagues phoning saying it needs to be dealt with far sooner, get told they only run these clinics every 3 weeks and there’s nothing they can do. Now your expecting someone to live in worsened pain day in and day out, like an animal, showed no care or empathy. To me an emergency is an emergency and 4 months or 3 weeks is disgraceful. Would you be happy if your family member had to sit in this pain crying all the time, especially knowing the pain can be minimised if not stopped I THINK NOT. Disgusting does not even describe this company and there attitudes.