Medequip UK Recensioni 343

Rude and disrespectful. I was not informed of a visit to repair my wheelchair. Upon returning home I was informed by a 3rd party that the engineer had turned up and was rude and disrespectful to my elderly father who is deaf and has dementia. Not impressed.

Ever since medequip to over the contract from the previous company they have been atrocious my mother has a pressure mattress which has to be changed every few months ordered a replacement sent wrong one when informed they replied that's what's on there system and we have to get our OT to review but funny enough the correct mattress was on there system previously. When I spoke to the call centre they was as helpful a blind man in a dark room.

This is the second time they have said they were delivering equipment, both times never turned up. Was supposed to message with a time slot in the morning and received nothing

If I could give negative stars I would.

Do not turn up to appointments. Do not call you to tell you.
Extremely rude. And do not ring you back.

Booked a nebuliser service last week, no-one came.rang & was told no-one was in. The same happened yesterday & again I was told I wasn't in. I was annoyed & asked them to explain what's going on - that's when she confirmed the address, it was my old address I left 6 years ago! They'd managed to attend my new address for 4 years, but didn't turn up last year - I assume for the same reason. How can this happen? Dreadful service.

Called up medequip to ask if I was still getting my delivery today (rebook from Monday as it wasn't on van once the delivery driver turned up) to be told my shower chair wasn't in stock, I asked her why the delivery was booked if it's not in stock, she said because they were due to have stock in, I said ok but why book Monday as well, (the delivery guy has been down for a delivery hence why he turned up) the she treated me like i was stupid as was so patronising towards me "right let me try to explain" I get there is no stock, my point was why are you giving customers delivery days if you aren't 100% sure if that item is in stock, I should have been notified both those days that there wasn't one in stock, a second day shouldn't have been made until it was in stock. Also don't treat us like we are stupid, as 9/10 it would be the person with the disability calling you, unless their career has to, so that behaviour is ableist

Refused to supply my step son who requires 24h care with bed hoist and air-mattress as we are the second home!
In response we got told it’s our problem that he lives in 2 home (as they already supply there moms home!) Whoever was on that phone had no compassion and he’s a disgrace to this company. Maybe they need to have a look at their reviews and they work their strategy!
Absolutely disgusting! Bring Back NRS!!!!!

**Update on below. Spoke to someone today Matt who was the only person who put themselves out to update us and help. Bed arrived finally and the technician was lovely as well. Doesn't change my general view of the whole debacle.**
Frankly I'm surprised they have as much as a 1.9 star review average. Mother in law has advanced dimentia and is non weight bearing. A hospital bed was ordered for her by our NHS dimentia care team. We spent two days waiting after being told it would be delivered each day receiving no update to say it wasnt and 5 days later no bed. Each time we ring we are promised a call back and none are received. We asked to speak to manager and again are told we would be called back but never receive a call. Meanwhile my wife's mother has remained on her sofa incontinent and very difficult for carers to change due to her condition and not being in a bed. They keep saying it will be delivered and each day no show. They are totally useless uncaring and only interested in their vast 240 million pound turn over and multi million pound profit. I I tend to take this up with my MP once we finally get it delivered. If you have a choice avoid at all costs.

Appalling. Decided to cancel a collection without telling us. We had to sit with a hospital bed for over 2 weeks. Disgraceful company,

We have a lot of equipment for our disabled son and Medequip have are the company chosen by our NHS system to provide/maintain most of it. They are TERRIBLE. Very often they don’t show up, they are rude on the the phone, rude in person, the equipment is often faulty and or dirty. And they don’t seem to care. The fact that they have a 1.9 star rating is a bit of a clue. How did they get this contract?

Awful service and company, no care taken in your house or any equipment they’re providing. It’s like cowboy builders but delivery men. The items will come in an awful state and just be careful they don’t ruin your house at the same time. None of the delivery men care they just say to pass it on to someone higher up. It would be nice to see people who cared about this particular specialty taking care and concern of peoples houses and belongings.

If I could give 0 stars I would. My father in law passed away and I contacted Medequip to collect his bed.
They gave me a date but said they couldn't give a time. On the day I travelled over an hour to sit at my Father in laws to enable them to collect the bed.
I then received a phonecall saying they were changing the day to the following week - I explained I had travelled over an hour and for me it wasn't as easy as them just changing the day.
The lady said she would see what she could do, phoned me back and said they would be there that day.
I then sat in the flat for 13 hours and despite calling 3 times to check somebody was still coming - and getting reassured they were nobody came.
I then called again and rearranged the delivery for a Saturday in 2 weeks and explained I lived over an hour away so would need notice as I wasn't prepared to sit their all day again.
The following Saturday they phoned to say they were 20 minutes away - I explained that firstly they had the wrong week and secondly I was over an hour away. The gentleman on the phone basically said it wasn't his fault and put the phone down.
I logged an official complaint which I have now chased numerous times.
At one of the hardest times for my family we then had to deal with this.

Promised to deliver in a 2 hour window, then delivered half an hour before. When we tried to call them and started to complain they claimed they couldnt hear us and cut us off? We could hear everything they said. We had left 2 numbers for them to contact us about delivery, in case it changed and specifically gave them a preferred number on the day. They did not contact us.

If I could give 0 I would. Had a riser recline delivered yesterday which stunk to high heaven of smoke, perfume/aftershave and there was this smell I could not out my finger on. After sitting on it and the smell getting stronger, we decided to take a closer look. There was a cigarette burn hole in the cushion, staining on the arm rests and what looked like a piece of dried sick. We unzipped the covers to find urine stain and dirty memory foam (the memory foam has a removable centre which had been changed but the outside foam was sticky and stunk of urine. The smell of everything combined is the exact smell of care homes after someone has passed away - I know because I’ve smelt it.

A replacement chair was delivered today after a very brief conversation on the telephone yesterday where we were told to put complaint in writing. It absolutely stinks. Not as bad as yesterday but it still stinks. The only part that doesn’t is the bit you sit one (which looks and smells new - these parts are removable) but the back pillows (also removable) and the unit of the armchair absolute stink.

If this is the smell of cleaner, the fact that it smells how it smells indicates that the chair was disgusting before cleaning. I absolutely dread to think what was on it, if this is the smell of cleaner. Nothing, and I mean nothing should smell like this if it’s genuinely clean. Cleaner should not smell like it’s masking something worse. My whole house stinks even with airing it out for hours.

I have literally sat in someone else’s bodily fluids and not even had so much of an apology.

I will be taking this as far as possible as this is an absolute disgrace. I’m thankful I had someone with me to help me advocate for myself - absolutely dread to think how someone without an advocate would deal with this.

Fourth attempt to fix my son’s chair, which is falling apart.

1st attempt - Engineer came and tightened everything up “as much as I can.” Was loose again within days.

2nd attempt - Non-engineer came with an electrical PAT tester. The chair does not have electrics. He knew nothing about the chair and spent ages with my tools, trying to fix it, the net result of which was the straps were all in the wrong places and we had to take the chair apart again to put them back.

3rd attempt - Non-engineer came with some spare parts, none of which were correct for the chair. Admitted knowing nothing about the chair.

4th attempt (today) - Text message came at 8am saying they’d be here between 8:45 and 12:45. I waited and waited, saw a medequip van pull up across the road, deliver a wheelchair and drive away. They DID NOT EVEN TURN UP! When contacted they said they forgot to cancel the appointment, which makes very little sense.

Disgusting customer service, coughing loudly down phone when chased delivery slot of four hours which they didn’t adhere to, said they would arrive before 6pm no apology absolutely terrible!! I sat in all day as I needed the equipment, and wasn’t able to visit my terminally ill parent, what a waste of a full day I can literally never get back,
The NHS needs to stop handing out work to companies like these it’s money for nothing, better to give customers credit at more respectful firms where they could source equipment themselves.

I never did get a call so had to leave the property and assume no one would come. The technician, Peter, turned up and did the work by 14.14.
I then got a text at 15.21 to say he was on his way having been told the appointment would be between 09.30-11.30.

I think that Medequip have a problem with their Comms technology to say the least, could not get through and was 17th in line to be answered and then 21st half an hour later! I did not get the call we were promised and timing, well what can I say.

When they called me to book the installation, they left an incorrect number on my answer phone, it appears part of the business has been sold off or passed on to another company, it actually took several attempts to hear the answer message as the Medequip caller was very quietly spoken and not particularly clear, not a great help for people with hearing difficulties.

I recently took delivery of a bed and commode for relative.
I was beyond impressed with your delivery guy - I think his name was Steve. What impressed me so greatly was Steve's attitude. He showed enormous sensitivity and care, clearly recognising/understanding that the health and prognosis of my relative is not good. His choice of words and his caring manner were exemplary.
Thank you Steve, you are a credit to Medequip.
The delivery was in Birmingham.

Get a four hour time slot for an half hour job maximum fitting a grab rail.
Absolutely waste of time firm to deal with. No effort to make enquiries for you, for a more specific time.
Why oh why do social services use this amateur firm

Seems like this company was once good but currently not any more. I ring up to book a chair for my partner if he gets out of the hospice. I specifically state mornings only. No delivery arrives. Speaking to Medequip on the phone and they can't guarantee times. It's stressful enough having an ill relative without having to waste time waiting on a company who can't even turn up. I want to be spending time with him, not hanging around on non existent deliveries. Poor job Medequip.