Millbrook Healthcare Reviews 

I have a client with a hoist that has been deemed unfit by Millbrook engineers and told they would replace it. This happened in February 2022.
Ever since, I have been calling them on almost a daily basis and sending them emails with no reply. I could sometimes wait on the phone for 1+ hours, and then it just knocks down.
I am still waiting for this to be replaced as he has not been out of bed since the hoist has been deemed unfit.

Been trying all day to get in touch 45mins on hold so gave up in the end. Tried a few hours later and no joy. Have left a request for ring back as well but heard nothing back.
Worse customer service centre ever.

ABSOLUTELY SHOCKING SERVICE
After nearly a year waiting for my sons new wheelchair which he has been measured twice for, and my son is still currently waiting for .

The one he has at the minute is a useless as a chocolate teapot . If I could attach photographs I would.

My son was promised a new wheelchair , which would aid his recovery from major hip and pelvic surgery , this surgery was July 2021 we are March 2022 still no chair and a child that has grown since his last 2 measurements that were taken!

In conversation today , I said the time has come where i feel that maybe the papers should be involved , it's a disgrace , if I do this it's not just for my son it's for every child that has been waiting , these children will receive their chairs and will more than likely grow again by the time the chair is recieved and it won't last long and then back to square one sitting in a poorly fitted chair , without the right support .
It really is a vicious circle!!!

Wheelchair services. Again another company using Covid as an excuse for poor service. They are very slow with just about everything. Therapists giving prognosis's to patients illness (Now proven to be very wrong) when even consultants cant. When an official complaint is made they do absolutely nothing! Obviously very understaffed leading to staff often being rude with the "not my job" attitude along with and passing the buck as quick as possible, which is a shame because some staff are very good. You get the very strong impression of profit before care, as does the feeling of cronyism for some work that is tendered out, just a feeling but. Once again what was a brilliant service when it was under NHS then went to Virgin and now Millbrook Healthcare taking an ever spiralling downwards. The list of complaints just getting longer as are the waiting times. Their overall star rating speaks volumes. If a private message is sent I am not adverse if necessary to copying and pasting it on this site in a further reply........ OK had the standard automated reply that you see hear and NO message from Millbrook themselves so I can NOT give the the details they need to reply properly. Again trying to give the impression of a caring care company but falls very short of the mark and NO real intent to make things better!........... Please tell me how to leave contact details without posting it here. I suggest you leave an email address or phone number here that I can contact you on as you HAVE NOT left me details of how to contact you. all you have sent is the company website address. Thank you.

To bring up to date. Head office has been in touch by phone and a manager rang me this morning. He is trying to sort out highlighted problems plus some more besides those mentioned. I will keep my fingers crossed and see how this plays out.

Metastatic lung cancer patient with two tumours forwarded from east London nhs for a hospital bed to be delivered imminently so my father can die at home in familiar surroundings. Several delayed deliveries - three weeks after first request, there is still nothing delivered. Had to change address after social worker deemed my fathers peppery unsuitable to return to and was told by the very insensitive bolshie telephone operative who lacked any empathy, now requesting we wait another week for delivery - my father literally has weeks left to live. Insensitive, unrealisable and rude staff. Poor organisation, lack of speed or empathy for the situation. Would never use this company.

If you want your elderly loved ones to be spoken to rudely and for them to be upset you should definitely deal with Millbrook for your home adaptation needs.
Would be 1 star but they were responsive when I raised the issue. Clearly no idea on customer support behaviours but being dismissive and rude to elderly people is not the one.

I have just had the best experience with Millbrook as a therapist, I was contacted immediately and provided with the empathetic support regarding my service user, they took full control of the process which was completed in a matter of minutes. Great communication, professionalism and support, thank you Jane and Julie.

We as a family just want to say we had a guy called Shane come to our house to set up a hospital bed, and we just want to all say a massive Thank-you to him. He was such a lovely helpful guy and deserves the recognition.

Disgusting service from staff that don’t know what they are doing, lying to you about staff coming out. Two engineers came out on the same day and couldn’t rectify the issue with my Father Bed. My Mother was promised the same day a third engineer would come out before 12 midnight. My Mother is 76, she waited up until 1.30am with my eldest Brother as she was promised someone would come out to look at my Father Airflow Mattress & pump. NO ONE TURNED UP!!!! my Father is in Hospital receiving Palliative care. My Mother would like my Father at home to pass away. Millbrook Healthcare have taken that promise away that my Mother had made to her Dying Husband / my Father. Queens Hospital had to get involved and speak with Millbrook’s out of hours team, again they are full of promises but cannot give a day the engineer will come out, They said it could be today, which is Saturday 15th January 2022 or Sunday or Monday!!!!!
That is not what I call Customer service, especially with my Father in his final days.

We just had "Tommy" install a hoist for our son and we were nervous of the impact it would have on our house but he did an amazing job. He was really careful, no dust or rubbish left behind and all the cables and hidden. An amazing job and a very happy family

Took my 87 year old Dad to collect his wheelchair. Been waiting 6 months, but due to damage and covid we had to wait longer.
Excellent service from start to finish today.
They explained all that we needed to know about my Dads wheelchair.
My goodness, they looked after my Dad as though he was at home, making a cuppa and making sure he was OK.
G4S, was the biggest problem.
Thankyou to Mandy, Moira and John for the excellent service.
This was at Amberley Green, Gillingham Kent.

Awful, said they would come between 8am and 6pm on the 22nd December. No sign of them. Naturally the out of hours number cannot do anything.
Of course not keeping time is trademark of this company.

Appalling at keeping appointments and managing kit delivery. My Mother had been awaiting some kit to adapt her front door step. Each time a part has come in they have called to arrange a date to come in two weeks hence. My aunt takes a dau off work to meet them as my mother cannot answer the door and they then ring up on the day saying that they have the wrong part.

Each time my Aunt has lost a days pay because Millbrooks management don’t appear to check that it is the right part at time of delivery prior to making the appointment.

My Mothers local authority are using public funds to engage Millbrook who seem to demonstrate absoloubt contempt for the people they are supposed to be serving.

Their complaints number is just a voicemail that they never respond to and Management make themselves too important to speak to someone and callbacks never materialise.

useless company.
Don't buy anything from their website - you probably wont get it, neither will anyone help you. Keep getting shoved around different emails, people hanging up on me when I called.
They do not know what they are doing.
Wish I had checked Trustpilot first - looking at the reviews I wouldn't have used them

Unable to leave a zero star review.
The company are the worst I have ever had the misfortune to have to deal with, they have been ‘dealing’ with my DFG for bathroom door adaptions and a door and entry system to my home. I was first given a date for the works to start in April which didn't happen, they then start the work in August I was rushed into hospital so I give the the keysafe code so work could continue. After 5 weeks in the hospital I come home to find out the no works had been done. The company they subcontracted out to Fedex design limited FDL are no better, no communication, they attached wood above the front and back door which I've found out today when steeper arrived to fix the electric door opening system is all wrong. Steeper have told me they wont be able to come back until next year to install. They have lied and caused so much stress it unreal. They blame Covid for delays. I don’t doubt they are now experiencing these delays but it shouldn't take this long. I've tried calling head office to put a complete in an just get a answer machine asking to leave a message.

Not sure how this company survives.
My dad who is 96 years old was told a bed would be delivered on 22/10/2021 after numerous phone calls late into the evening was told the bed would still arrive, it did not. My Dad was left all weekend without a bed. Morally reprehensible. If I get a response it will probably read “ Good Morning Ray
Thank you for taking the time to leave a review
Please note I have left you a private message requesting for further details
Thank you”
Actions are required not just words
Regards. Ray
Finally the bed arrived today 25/10/2021
No response from service manager or regional manager as to why the bed arrived late but more importantly no apology. Judge a company by it’s customer service this company has no customer service worth speaking off
Regards. Ray

My husband who was on palliative care took delivery of a hospital bed from Millbrook. He passed away last Sunday. The bed is in our Sitting Room and is causing me distress. Tried numerous times to contact Millbrook by phone and Email to ask for collection but no reply to email and no answer to phone. I really would like the bed gone please.

I’m angry. They delivered a mattress early September & the buffoon driver knocked my brand new Lenovo notebook off the table & broke it. Ever since I’ve been chasing a repair/reimbursement. Finally last week they agreed to refund me. Today is the day I am expecting it & so far no money. I’m furious, because they know I’m mentally ill & disabled & they’re totally ok with letting me down time & time again. This is a terrible organisation. Please don’t do business with them if you can avoid them.

We lost our mum and needed the equipment collected.
When I gave the call handler a list. Which was a bed, rails, commode, tracking system slings etc. I think my 6 year old granddaughter could work out that someone had passed away.
Having to repeat myself. It was heartbreaking.
No compassion. No thought that it would be a 83 year old husband trying to return the equipment.
Very insensitive and unhelpful. Told couldn't help me regarding tracking etc I would have to go to a different department. That took two days of trying to contact.
Today put on hold to ask what time equipment will be collected
41 minutes on hold so far.
If this was my dad dealing with it. He would have had a break down. Absolutely disgusting.
Spoke to call handler eventually and complained. She told me only two people on to deal with calls. Asked for managers name to complain. Basically, Told me jobs were available. But no one wanting the job.
Told me to go to website and complain.
Got to say technician who did turn up to remove the tracking. Excellent work and excellent manner.
People like him hold the company together. If the tracking technician had a star rating I would give him 5 🌟. Brilliant
Get a grip Millbrook care and put people on your phones.

Unable to leave a zero star review, this company are the worst I have ever had the misfortune to have to deal with, they have been ‘dealing’ with my son’s DFG for bathroom adaptions and a door and entry system to our house since July 2019, yes, that’s right, it has taken over two years and constant chasing for this incompetent bunch of people to do very little, how dare they take 17% of the grant for causing such stress. They took so long to authorise the grant that the quotes were out of date, they awarded business to companies who had be never been to our house or discussed my sons individual needs, the only company that did come and quote, weren’t awarded the door contract. They have lied and caused so much stress, the company they subcontracted out to Fedex design limited FDL are no better, no communication, they attached a shower table to the wall without load testing it…. consequently it came away from the wall with my son on it!!!! The company given the door contract arrived to fit it 18th August and surprise... the door ( which they measured 5 separate times by 5 different people) was the wrong size and wasn’t a disabled threshold!!!! Since then I have had 1 phone call to say they can’t tell me when it will be done , blaming Covid for delays. I don’t doubt they are now experiencing these delays, however, had they done the work when they should have we would have been done and unaffected. As it is my 14 year old son asked for independent access to his own house and having just turned 16 still doesn’t have it. We’ll done Millbrook ( slow hand clap) you are a disgrace