Review Time
A very disorganised company and staff that are not helpful. I was supposed to have a delivery and I asked for a rough time. The lady I spoke to said that it may be delivered and that she was unsure. Another order was supposed to be delivered on a 2 day delivery and never turned up. They said they tried to contact me twice yet my phone never had any missed calls. When I phone them they said my equipment was supposed to be delivered Saturday and they tried to call me on the Sunday.Patients that rely on equipment are being let down by this poor run company and the NHS need to terminate their contract.Millbrook you have not left me a message as you probably have the wrong phone number again. I think you make up phone numbers as I have phoned and asked several times to amend the contact number.
Not a well organised company at all Had trouble with my wheelchair on which I am totally reliant upon, and told the cannot come for 5 days. Ring complaints dept. and just receive a recorded message. I agree with others that Millbrook now have a could not care less approach. The only saving grace is that there operatives from Hailsham/Eastbourne are a friendly bunch.
This company staff is very rude, inappropriate and not cooperative at all. When their delivery man came to my house, I kindly requested him to remove or cover his shoes as I have carpet everywhere and my elderly dad is allergic to dust. Not just he rudely refused to remove shoes, shouted on me and he also threatened me to kick me with his shoes so that I can find out why his shoes is called safety shoes.Avoid them, they are useless, rude and non-corporative bunch of people who are not worth of this NHS service, their contract should immediately terminate.
We have to deal with these clowns fairly regularly with equipment deliveries. To say they are disorganised would be the understatement of the century. They are phenomenal. Not only do they lie and tell us equipment will be delivered on a certain day (when it never is for at least another week after constant calls) they are also incredibly rude when you call. Their center in Wellington is run by very rude therapists and receptionists too, it’s clearly another private company who won the contract with the NHS, doing the bare minimum and pocketing a bigger cut. I wish the government or a regulator would step in more with this sort of blantant under service.
Recently experienced this company and had failures and let downs and problems from the word "go", one problem after another, equipment failures, missing, technology for pressure mattress broke down, bed delivered late, again the technology failed but the driver had already cleared off without staying to check everything worked, then more problems getting beds at two houses collected. Absolutely shocking customer service, they expect people to take time off work and stay in all day waiting for Millbrook to turn up and then don't turn up.
My local Millbrook in Milton Keynes are harassing me on a constant basis to come to my home to take away my electric bath lift that they deem to be dangerous. They insist that I have yet a further assessment by occupational therapy before they replace my existing bath lift. My medical condition requires that I lay in a hot bath of water every day to ease my chronic pain,(I have a doctor's letter confirming this) I could be waiting for a further assessment by occupational therapy for up to 6 months and in that time Millbrook expect me to go without a bath. The woman who keeps phoning me can hardly speak English and i can tell by her attitude that she finds the whole thing funny and is making me upset deliberately. If Millbrook will not replace the equipment that they cruelly remove leaving me with no way to bath surely they are in breach of the terms and conditions of service. A new law was passed in 2015 which makes it a criminal offence (wilful neglect) to maliciously deliberately withold vital equipment from a seriously disabled and elderly person and if need be I will seek to enforce the act.For nearly 2yrs I have been having problems with the same woman in respect of the servicing of the item, she phones me up to book a service some 2 months beforehand resulting in me forgetting that the engineer is coming and every time she phones she has got the same mocking attitude. I have tried to complain to Millbrook head office on numerous occasions but it is an automated phone line and they have never responded to my messages to phone me back. They are an absolute disgrace and they should lose their contract with local authorities. If I could give them no stars I would.
Had to have Millbrook out 5 times in the last couple of weeks due to damaged and dirty mattresses. Two air mattresses arrived damaged. When temporally given foam mattresses both of these have been dirty and smelly. The first smelling very strongly of cigarette smoke and the second smelling of urine. Both have had dirty marks on them. Fully and properly decontaminated mattresses should have no visible dirt and most certainly shouldn’t smell of smoke and urine. There are clearly serious hygiene and decontamination issues at Millbrook. Upon phoning Millbrook about this, I was simply told that these smells were due to detergents and storage, which I find very hard to believe and I believe that this is just an excuse for sending mattresses out in such bad and dirty conditions. This is not acceptable and can pose serious health risks.
I have been waiting for a simple automatic can opener to replace my faulty one since sometime in 2020. I have rung multiple times and been told that they are waiting for the item to arrive. Today after calling again over 5 months since the order, I have been informed that it is now discontinued. Nobody contacted me to let me know and I only find out now because I have had to call them again! This is unacceptable, now I have been told they will contact the person who has ordered before and try to get me one. I can go on Amazon and pick one up quite easily but why should I when it is supposed to be provided by them. I am disgusted at this as when I am alone I can’t even open a few one to eat!
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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.
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