Review Time
To all the staff I Millbrook detox just want to say thank you guys for everything you've done for me take you guys to get me back on track I really do appreciate everything I'm in my second phase of my treatments also I just want to tank Whitney for all the things that you do Whitney went above and beyond the Call of Duty
Would have given zero stars but that wasnt an option. Left my Aunt without a telephone line on 3 separate occasions when doing annual maintenance. When she was fast-track discharged from hospital (as she wanted to die at home) their 24 hour commitment to deliver a hospital bed to her house was not met. Disgusting and non-caring organisation.
I made a referral to Millbrook Healthcare in August 2018 after my disabled wife had been very close to death on two separate occasions that year and whose need for a new wheelchair was urgent due to greatly reduced strength and mobility. The assessment took place in April 2019 (after 8 months) despite follow up phone calls. It was agreed that she did indeed need a new chair. This finally arrived in November 2019 (after another 7 months) and it was immediately clear that it wasn't what she wanted. We phoned within a few days and were told that our concerns would be passed to the clinical team. As nothing was forthcoming after a couple of weeks I wrote to the managing director. Not only was there no acknowledgement, they deny having received it. We have asked for a voucher towards buying our own chair instead but have been told that another assessment would be necessary. Unbelievable! Several calls later I was given the number of customer complaints. On each occasion calls have gone straight to voicemail and no one has responded.Worked much better before the NHS privatised this essential service.
22 Jul 2019 Good Afternoon Mr Price,I am terribly sorry to hear this Would you mind giving me your postcode so I can look into this for you?Many ThanksC Dear C sent you my post code. How did you look into it for me and all the other people who have complained and got the same reply?
My experience of this company is truly awful - delivery driver arrives at my property at 1.20 sits on his phone for a few minutes and then drives away after 2 hours i phone the company to ask what is happening and the reply is "we tried calling him but his phone goes to voicemail" - brilliant - after waiting some more eventually a driver phones me to deliver my items which are incorrect i refuse them saying i will call the office yet again. I explain what has happened and someone says they will call me back - 50 minutes later i hear nothing so i call again (about the 5th time) explain the whole fiasco yet again eventually the manager speaks to me (quite rude, no apology about the terrible service) and says the items are coming today despite it now being almost dark and i need a key safe putting on the wall - i have yet to see if this actually happens, not holding my breath
My Son has just been for a chair fitting, he is 17 this year and nearly 6 foot lying down he has CP. His Physio and others within there department and his specialist in Bristol Childrens Hospitall all said that his electric wheelchair is way too small (a child`s chair). Yet MILLBROOK are refusing to give him an adult chair as they are saying they can adjust this CHILDS Chair to fit and that his phiysio dont know what they are talking about. Who do you think you are going against people who have trained for years / decades. Again MILLBROOK are not fit for purpose and I hope they loose there contract.
Useless! They supplied my wheelchair: I'm now in severe pain in that chair and have been pleading with them to make an appointment so they could help me.I rang 3 times before Christmas. I rang 3 times after Christmas. I rang twice last week. They can't find my records half the time - yet weirdly find them instantly other times!Last week, I finally got someone with empathy who promised FAITHFULLY I'd get a call back the next day - that was 5 days ago!Millbrook Healthcare DO NOT CARE!!!
Atrocious condescending staff. Have waited in with my dad all morning for a "technician" to attend, only to be told that Thier " morning slots " go up to 1230..... Unable to call me beforehand as requested. Avoid these clowns at all costs.
There is no sense of order to this organisation, especially the Plymouth branch. My 87 year old father was sent an appointment to attend their premises to collect his newly customised wheelchair on the 18th December. His care home called them that day to organise getting him to them with a carer only to be told he shouldn't be coming to Estover and that they would deliver the chair to him. Millbrook then proceed to attempt to deliver the wheelchair to his old address! They know he's not there anymore as they collected all of their aids from there when he first moved in to the home. They also delivered a manual wheelchair to him in the care home, which he can't use as he has no arm strength. My poor old dad waits anxiously all day wondering where they are, when the home call Millbrook again they get a blunt 'no-one was at home' when they were told of their error the best they could offer was an appointment to deliver in February! My complaint to the company via their website has produced no response. A chasing email I sent elicited a reply of 'which branch are you dealing with' which clearly indicates they have not looked at my initial complaint at all. What a waste of resources, this electric wheelchair has been measured and fitted for my father and it is just sat there collecting dust for 2 months, whilst my father has to sit and wait for someone to push him around. This is not on! You would've hoped that Millbrook would have tried harder to deliver the wheelchair within a couple of days especially as we are in this position due to their mistake, sadly not, such a lack of empathy.
Wouldn't even rate as one star. Service so poor its almost unbelievable. It has taken me nearly 4 months to get just my control panel fixed. A guy came out in October which I assumed to fix it. Nope. Just told me what was wrong (which I already knew and told over the phone) said someone would be in contact within the week. Nothing heard. One Monday in January got a call today they were at my home address. I was at work! Yes Millbrook I'm disabled and work for a living. It does happen. I had no correspondence to inform me of their arrival. Arranged for them to come toy work the next day which put myself and my work colleagues out. Brought my chair back to me with new wheels but no new control panel which was the issue! Had to wait a further 3 days just for the guy to come into my home and tell me his laptop wasn't working. To this date I still do not have the panel fixed and am left with a faulty wheelchair that breaks down every day!! The service they provide is utterly disgraceful!! They have no comprehension that they are playing with peoples heath and livelihoods. Without my chair I cannot so much as make myself a cup of tea. I've called a number of times over the week and while the receptionists are very lovely in trying to help they make promises and then can't follow with them. They tell you they can get someone out to you as an emergency the next day only for them to call later and tell you they can't get out to you until a few days later. They really need to understand that their technicians should have the correct equipment with them and that it works correctly before sending them out. Absolutely no sympathy for people in awkward situations
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