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.
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We provide community equipment, wheelchair, assistive technology and home improvement agency services to local authorities and the NHS.
We are proud to serve 4.5 million service users throughout the UK.
