millbrook-healthcare.co.uk

Do not use

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?

Date of experience: Jan 21, 2021