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I needed my late fathers bed & other equipment collecting. My 4 hour time slot came and went. Many calls to Medequip - fobbed off, lied to, no empathy- told next on list etc. 10 hours spent waiting with no communication. Had to leave at 8.30pm as I do not live in the same county. Told to call in morning by the out of hours staff as managers would be available- no joy. Their system said no room on van the next day- which I was not told! No text, call etc. Warwickshire Council need to rethink this contact - previous providers far superior.
This company recently sent me 2 invoices fir a total of 6 months for monitoring and response that's a laugh never contact me ince a month as they say if they don't hear from you never since they took overI email them to say I can't afford to pay to invoices because they sent an adjoining letter saying they have had problems with there invoicing system So last Friday get a call saying actually owe for 3 invoice going back 9 months which they haven't chased upHad equipment taken away as not stuck to there said off things but was told would be charged until theh get equipment bsck Found anbemail for there ceo 4 emails no response no call thrn find emails for 2 other people that are ceo don't make sense emailed no responseI find out that it should only be £60 a quarter there have Bern chaging me £80.73 a quarter for around a yearTried 3 different numbers for head office just disconnects you or say try this number Then yesterday rang barnet medequip got the managers emsil address so email him as of 3.27 pm today Thursday 24th July 2025 no responseHow many others have they done this to with fall alarms Made me severely ill flared up my ibs no sleep stressed anxiety snd worriedMost if there customers veils be on benefits where do they think they will get the money from saying you can pay in installments complete insult When whoever rang last Friday said we have had problems with our invoices system and when I Brough up about contacting people once a month said we are short on staff They don't answer phone calls ir respond to emailsNow got stres and worry about debt collectors calling from a problem thry have causedWorse company in world
Gave a slot 11.45 to 15.45, turned up at 15.16, tech no intention of delivering bent down under window so not to see him and put sorry missed you card in letter box, saying we wasn’t in, reported to office made to come back but only did half delivery of equipment, gave the impression wasn’t up for the job, because near end of his shift😡
We are waiting for a delivery of a bed for my Nan who is on palliative care and cannot be discharged from hospital to be with us until the bed is delivered. This was supposed to come today and did not turn up within the delivery window. I contacted them shortly after the time window and spoke to the most abrupt and unhelpful person I have ever come across in a customer service role (Essex branch).I was simply told they would not help as their systems were down and offered nothing else to help. Two hours later when delivery had still not taken place, I called again and unfortunately spoke to the same individual. They refused to help in any way, shape or form. I asked if they could not even contact a driver (as I’ve been given their name) and was told no they can’t help without the computer system. I asked if there was an eta for this to be fixed, and was just met with blunt answers such as “no” “I can’t help you”. To not even offer to take contact details to contact customers back when their system were back up and running is just outrageous. I fail to believe they don’t have any way of contacting their drivers without a computer system. The lack of empathy or care from the customer service representative was appalling to say the least, especially working for a company that will clearly be dealing with families going through really upsetting times. The fact they describe their customer service team on their website as “friendly” is wholly inaccurate.
My only dispute is 4 hour window for delivery & they text at 8.15 for a delivery between 9.15am & 13.15 & they can't phone when your their next call to alert you they're on their way so when you're looking after elderly parents in a different house & you're working yourself it's not practical to go & sit & wait for a possible 4 hours! The actual delivery last time went smoothly & thankfully we had another member of the family that was happy to go & sit at the house & wait but not everyone is that lucky.
I telephoned Mediquip the day after my Dad passed away to enquire about the collection of a medical bed, commode and table. We were told that the items could not be collected for 11 days! The day mediquip were due to arrive they booked a 2 hour window, but no-one turned up.The stress this has caused my Mum is so distressing, thoughtless and unnecessary. I realise that they are busy, but to leave medical equipment in the homes of bereaved families for over 10 days is unacceptable.
An extremely and frustrating experience! Medequip completely lacks customer service skills, their rudeness and incompetence is appalling as well as lack of organisation, integrity, basic service and communication capabilities. People’s lives are made 100% worse by Medequip not having any empathy nor consideration for people who are suffering, they don’t understand that even people with disabilities do work and that they can’t just be available at extremely short notice, so many phone calls made, appointments made and still no joy, get told you can have a late appointment which was supposedly booked, to still have a driver turn up in the middle of the day and when he rings to be rude to you, and decides to state that it’s nut that difficult to get someone to be at your house assuming that I live with someone…. then when rearranged for an afternoon slot by a manager to then get cancelled again because oh well as it’s half term next week book it then assuming someone is available. Then get told well in fairness I did send you a text message…. Umm a short brief one expecting me to know who the commissioner is. However I find these different excuses odd because when occupational health calls they’re told by a manager they can deliver up until 5, so 4:30 shouldn’t be a problem then should it? Especially since I live not that far away.., also for the first part of the order I had to collect it myself and struggle to get it into my flat . I find the different excuses, patronising conversations, rudeness, unable to stick to the same facts extremely frustrating as well as I think it’s discriminating against those with needs. Totally incompetent and judging by the other comments I’m not alone.
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