Medequip UK Avis 

Yet another example of the despicable service from this dreadful company - Birmingham branch; my manual Hoist is now 5 months overdue for a service. I have tried on numerous occasions to arrange a service. I speak to incompetent staff that give me appointments but no one turns up. I get the promise of my calls to be returned to arrange appointments but they never call; I get told it's my responsibility to make appointments in advance which is strange because I would think a company would want to keep track of their equipment and keep it in good condition??? I ask to speak to a manager but it seems management spend their working days being unavailable. If something were happen to myself or carers because the equipment malfunctioned, I hope their insurance company is more efficient than medequip themselves! Basically, this dreadful company have got their feet very comfortably under the NHS table and have become blasé , nonchalant and considerably complacent. They probably charge the NHS extortionate amounts and provide a totally inadequate service in return simply because they seem to hold the market niche.

I have used their services for around 2 years and find them excellent, completely faultless. I am based in Staffordshire and have never had any problems. They have always been professional, polite and prompt. Their response times are fantastic and the staff in the staffordshire office are extremely pleasant and helpful.
It is very reassuring to have this service.

Delivery out to dying patients is rightly prioritised but this company have little empathy for grieving families on pick ups. They let us down after waiting in all day for them to pick up a hospital bed. It is distressing to have it still on the house weeks after my Dad died. They obviously spend too much on equipment if they can do so long without it and not enough on staff to collect it.

Poor company..
Give 4 hr time slots which they didn't stick to .. and by the end of the time slots still was In other area with 2 or 3 jobs to do..!
So running ove by hour or two..!

The item we needed delivered was for my father who has dementia she we had to be there for him...
Company when called them said sorry for lateness but in reality sounded like they didn't care or see why we were annoyed..
They donr get that for some people . They have to have people to sit with them and be there for delivery...
And this is so easy for people to do fro like 6 hrs waiting for a delivery..

Looking at reviews this is a regular issue with medequip..
Appalling reviews.. but must be poor management that nothing is changing..

Beware u may well be waiting hrs after the slot they give u... :(

I along with a lot of others would like to give no star.
the office are rude and have no care about trying too help people who are disabled and need help. I also notice they dont reply to any review on here I wonder why lol. the only people i feel sorry for that i have had to deal with at medequip are the staff who try to deliver the goods. dont used this lot if you have a choice

Darren was very helpful when he put a grabrail up for us he was very kind and polite.

Bridgewater Branch
Absolute let down , supposed to be having a hoist and bed moved to another room , rang after the 11.30am timeslot had passed only to be told the driver wasnt making it as ther was a hold up on the M5 , no one rang to let me know , said someone would still be coming , rang them again to chase at 2.15pm and they decided they wont be coming , things happen and i get that but no communication , i had to ring twice to get information. Then some dopey manager called me to explain but didnt want to go into the logistics of why they cant prioritise me for tomorrowhaving being let down today ...absolute shambles no communictaion whatsoever and letting vunerable end of life patients suffer

I’m so shocked by the incompetence and untruths from this company I am annoyed I even have to award one star. Do you realise you’re dealing with vulnerable and often emotional clients who do NOT need the added stress of incompetence and non communication. Dreadful.

I have only given this company one star because you cant give them a zero. Saying that, even a zero would be generous. So much incompetence and lack of communication, you have to experience it to believe it.

I must add that the guy who finally delivered the items was fantastic, and should be promoted to run the whole company.

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.