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Dreadful service, dreadful communication.
The item was four days late being delivered,should have been here when discharged from hospital, and didn't get collected as scheduled today.
You only find out that no one is coming when you ring to ask where they are!
'do you want to rearrange' they say after you have telephoned to see where the driver is.

My Late Dad’s equipment was due to be collected on 22/01/2025 between 1500 and 1900. At 1915, I contact the out of hours team as nobody had arrived and we had had no communication regarding the collection. The driver has reportedly added a note at around 1600 stating that is too late to collect despite the slot being 1500 - 1900.

It is completely unacceptable that there was no communication and when I tried to speak to the escalation manager he could not care less about the issue, offered no solution as was repeating that he is not at work and could not do anything about this and for us to contact customer services tomorrow to re-arrange collection which would likely not be tomorrow (again totally unacceptable).

This is incredibly poor customer service at what is already a difficult time and is adding to the stress following my dads death.

Congratulations, your ignorance and incompetence has earnt you one star. Well done!

I was set to receive some aids today. I have social anxieties and was told they could be handed to me by the medical professionals that prescribed them.
This was not going to be the case, I went to the door in my nightwear as I was unwell and the operative insisted that he had to be let into fit a " cushion"
As a vulnerable woman, alone in a short nightdress, I felt very uncomfortable. The operatives was very over familiar in his tone oblivious obviously of not just my discomfort but of the improper and unprofessional situation he was in too
The cushion never got fitted, I took exception to his overfamiliarity. Che king in with Medequip afterwards I was told that they do not employ any women operatives...a very sad state of affairs , how many of their vulnerable clientele are nervous women who live alone?

Damaged furniture whilst assembling equipment. Caught on camera but denying all responsibility and refusing to rectify damage.
Didn't wipe feet and left muddy footprints all up the stairs.
Substandard equipment not fit for purpose.

Where do i start.
> not turning up to appointments and not contacting us to inform us of this happening
> informing us that we can still use the equipment even out of its service date
> not understanding LOLER inspection periods
> Family being told to set up an air mattress as the client was in bed on their arrival
> not replying or acknowledging receipt to a formal complaint that was put in
and the list go's on

Unfortunately, my mother died. In her council house was a bed, chair and toilet equipment to be returned to the health service. I was contacted by Medequip to arrange pick-up of said items.
An appointment was made, and we were told that we would get a text message that morning with a two-hour window. A text duly arrived with informing us that “Jason” would be there between 0915hrs to 1115hrs. Using this information, we organised the day around this, bearing in mind we were still sorting out other issues on behalf of mum.
At 1120hrs, after no one had turned up we called Medequip to ask where their van was. I was told, in no uncertain terms, that the earlier text message was computer generated and they had from 0800hrs to 1800hrs to pick up the items. I told them we had other, important, things to do and we could wait around for another hour. I was told that they would ring the van driver and call me straight back.
After another hour had passed and never getting a call back to tell us if they contacted the driver. I called them again and told them we were leaving and they would have to rearrange the pick up at another time and, as this is a council property, they would have to deal with Tendring Council as we could waste any more time waiting around.
They reiterated that that mornings text message was computer generated and not to be taken as gospel. I said if we had known that we wouldn’t have agreed to meeting the van in the first place as we don’t have time to waste at this difficult time.
We just wasted a morning at a time we had many more important things to do and the attitude of Medequip left lots to be desired.

My terminally ill partner was taken into 24hr nursing care on Fri 8/11/24 after falling a second time at home.i rang mediquip that very morning to come and remove this bed which is very much in my way and there’s never been any room for it really as I converted a small dining area into a makeshift bedroom, my partner fell and cut his head open a few weeks ago and ended up in hospital a few weeks ago ! He came home we had carers in daily no room to move then on Friday my partner fell again and is now in 24hr nursing care. The way the call handler spoke to me this morning I’m absolutely shocked!!I could not get a word in whatsoever I told her I’d had a new knee I’ve knocked myself on the bed she kept talking over me constantly and wouldn’t let me explain that my partner is now once again away from home after falling…she’s without doubt the rudest person I’ve ever spoken to, she’ll let me know when it suits them when they can get this contraption out of way I’ve told her I’ll have it put outside she soon heard that! If I damage it i got the rundown who’s responsible. Never having dealt with a more ignorant person I hope I never have to be in a position where I use this company again and all through her lack of manners…appalling!

A mixed, mainly positive bag.
We needed a profiling bed and air mattress to give mum end-of-life care at home. We had a lot of communication issues between myself, the hospice-at-home team and Medequip - they somehow got my mum's mobile phone number and insisted on ringing that rather than me and the bed arrived much later in the day than we hoped.
On the other, happier, side, the guy who delivered and assembled the bed was faultless. He found the house easy enough, arrived bang on when he said he would, got the bed inside and assembled it in quite a small space quickly and efficiently and gave us a good demonstration and instruction on how to use it.
It was worth the stress!

Really nice bloke delivered a new hoist. Sorted everything. Quick and efficient but still thought to take his shoes off, and wished my mum well on his way out.

Very poor service from LLR - been waiting for a bed to be delivered and it’s been five months since they said they were due to deliver. Transpires there was a part broken on the bed and they’ve now been unable to get a part to repair it. No communication at all. different story every time I ring, I’ve raised complaints / had no response to that and even contacted the managing director to no avail. Considering they have the contract to supply medical equipment within the UK they show a very poor understanding of peoples needs and have no respect. I imagine the only reason they keep getting awarded the contract is on price certainly not on quality or service. Disgraceful.

I was very pleased with the work Darren carried out. His polite and friendly attitude was also very rewarding.

Had the out this morning asked about my caster's on my wheelchair there still waiting for them since February the chair cushion waiting since may apparently medequip hasn't paid there bills for the wheelchair service's. Not sure if that's true but it don't help use wheelchair user's. At least Millbrook healthcare fixed and repaired in an emergency if wheels broke whilst I was shopping now medequip say catch a taxi home were pop over when we can. Soo many people are disappointed with medequip.

Absolutely terrible, over promising

Medequip Bedford branch
Very friendly Technician Steve super efficient installed equipment with ease, cleaned up the mess unavoidably
made.
Provided information leaflet to call them if needed.
A good job completed
Thank you
Anita Sciberras (Mrs)
Milton Keynes

This service is an absolute disgrace especially the Leyland/ Chorley area in Lancashire . I have made 2 complaints over the last 3 years regarding the service providing aides for my 93 year old disabled mother who cannot contact the services directly due to her physical disabilities . The staff answering the phone are obstructive and unhelpful and they don’t even reply to emails I sent 3 months ago . They refuse to contact family of the service user who is acting on their behalf .

This company is costing the NHS a great deal of unnecessary money by delivering, collecting and repairing equipment on days following one another. Trying to contact the company to change times or dates proved to be impossible so they turned up when I was in the middle of bathing my terminally ill husband ,even on the day after his death. Messages are not passed on.Texts are sent when the technician is on his way so it is too late to cancel.It took two assessments to decide that the bed height could be changed. Asking the technician who came to do this if he could take the bed away because my husband had died while waiitng was met with a No. We now have to wait another week so they can charge the NHS for anther visit !

The technician arrived on time and they were very courteous and professional.

Medequip Stafford are appalling. Messed around a relative of mine while her elderly relative was in hospital, causing all sorts of problems at an already very stressful time. They're totally customer un-friendly and lack any sort of compassion.

Have been waiting since 11:am this morning for the engineer to arrive and service my wife's hospital bed.

We were told this morning that the appointment would be between 11.00 and 14.00hrs today. The engineer had not shown by 14.15hrs, so I called to see if there was a problem and if he was still coming.
A very nice youg lady called the engineer whilst I was still on the phone, and he said that he would be with us by 15.30hrs at the latest.

By 16.15hrs still no engineer, and no information forthcoming from Mediquip!
I called again only this time, I was told by another lady that it was not up to them to keep us informed of any delays etc. Nor was it her responsibility to pass on any complaints to their management, and that if I didn't like the situation I could cancel the visit!
I was further told that they work until 18.00hrs, so I have had to waste a whole day waiting for these incompetents, my wife who is paraplegic has not been able to use her bed because of having to wait all day!

I can only surmise from the online review scoring, that the only reason they still have a contract with the NHS, or whomever issues it, is because there are some funny handshakes or similar going on.....

Update: They did not turn up at all on the day, and a week later still heard nothing from them.

They should not be allowed to continue in a public service capacity and should lose their contract immediately.