Medequip UK Reviews 

Just can not figure out how they got the NHS/Local Authority contracts. A bunch of incompetent call handlers / inexperience engineers who do not have any clues on customer needs.

Totally incompentant.
1. Their "customer support line" just hangs up when you call.
2. When you do get through, they say "hold on we'll call you back" and they never do.
3. Then they arrange their own visit/timings...even though they are told the timings are inappropiate.
4. The "engineer notes" were updated to say "please call when 30 mins away"...so either the enginneer didn't read these or the notes werent made.
5. Then an engineer arrives "out of the blue" and can't do his job as the timings are inappropriate ( which they were already told about).
6. A "sorry we missed you" card is posted...as if its everyone elses fault.

I would not use this company, but they are forced upon us by MK Council. I hope their poor performance is taken into account when the supplier selection is done.

Had a visit from Leon today he arrived early, confirmed every item with me on where they were going and got on with the job in a clean and tidy way, I know there’s lots of dissatisfied people but I honestly couldn’t fault Leon hence 5* review

Awful company:

My father was end of life in agony with bone cancer. Hospital bed ordered, didn’t arrive due to a query regarding bed rails and wouldn’t talk to registered nurse as she wasn’t the one who raised the order.
Dad was taken to hospital after being stagnant in agony awaiting hospital bed, just to get him on a hospital bed, he died 4 days later.

Then….
A week after he died, today, arranged to pick up all of his things, hospital bed, adaptations etc. had a text message to be there at 4.30pm to 6.30pm
Phone rang, medequip had been knocking at 10am, closed the job down…time had changed and no message to me. Now changed to Thursday, if I’m messed around again, his hospital bed and everything else will be left outside the flat, and I’m taking no responsibility.

My mum is 80 years old and lives on her own and is vulnerable. She has mobility issues and will not open the front door.

Mediequip were tasked to deliver a bed leaver a few weeks back but they didn't have it. When one did become available they rang me saying they will be delivering it on 17th Aug 24 between 11.30 - 15.30.

I told them I don't live with my mum and they will need to ring me 30 mins prior to their arrival which they said they would and put it on thier system.

Well come 17th driver turns up at my mum's house and rings me to say he's outside.

I told him about 30 mins notice but he said he didn't get it this is the 2nd time a situation like this has arise. What is the bloody point of entering notes on a mickey mouse system if they are not going to take notice of this.

I told him I'll be there in 10 mins but he started being abusive saying he doesn't work for me and swearing blindly. Excuse me but I can give as good as I get. Eventually he agreed to wait but when I arrived he had gone.

I rang Mediquip at the Leicester branch and was livid. I told the girl on the phone to get the manager but she said there was none and will have to wait until Monday.

Told her I was on holiday from tomorrow.

I told her to ring the driver to come back as my mum needs the equipment. She put me on hold then cut me off. I re-rang the number straight back but got office now closed.

I have now written email to thier ceo who's probably going to sweep it under the carpet or bury his head in the sand.

Avoid Avoid Avoid Avoid Avoid
Avoid Avoid Avoid Avoid Avoid

What a terrible company and no compassion for the eldely, they would happily see you suffer, supposed to have a 24/7 callout which is an absolute joke.

Medequip Leicestershire have been fantastic in delivering and collecting equipment for my husband. However on the 25 June a malfunctioning hoist flew up into our ceiling, causing a large hole and showering my husband in plaster dust. It could have been so much worse. To date I’ve phoned Medequip weekly and last week sent an email but NO-ONE in authority has contacted my claim for damages to have the ceiling repaired. Shocking customer service at a senior level.

They said they would install the call button at my elderly Dad's house, between 9.00 and 4.00. He turned up at 8.00 and went away.
I took a day's leave for the work to be done and now I have to take another day's leave.
They said so sorry we will investigate so it doesn't happen again. What use is that to me? Same old rubbish service, different day

My husband was prescribed a hospital bed, as his neurological condition means he falls frequently. Two days ago, Medequip told me I would have to dismantle his current bed on my own, as they would not help. I had to knock on doors to find a neighbour who would help. Medequip messaged two days ago to say they would deliver the bed between 19.30 and 21.30 yesterday, and we never heard from them again, so I had to sleep on the sofa, away from my husband, and hope I would hear him fall. We rang this morning and Medequip said they had come at midday yesterday, found nobody in and cancelled the delivery. This is a BARE-FACED, INHUMAN LIE, as we were in all day. Now they are shuffling paper and trying to decide if they will deliver the bed today, so we have to wait in all day again. Thursdays are our weekly food shopping day, so we will now have to do without fresh food for a week, and I will be sleeping on the sofa indefinitely.

Had a bathing stool ordered for my blind mum by NYCC Adult services , after 3 appointments made by them they did not turn up despite me taking time off to be there , no excuses when called to rearrange another appointment, would not be so bad if they communicated to cancel, so not a good experience , poor customer care

To be fair, within hours of my OT placing an order with Medequip, I received a phone call today asking me if they can come tomorrow at anytime. to fit it.

Brilliant! 12.00ish would be perfect for me.

NO!!!!! It's an allay appointment, which means I have to sit around all day for them.

When their fella came last time, I was given a slot. He was unable to fit a handrail to the wall as he hadn't been trained how to do it.

He hadn't done the plasterboard fixing course, and I politely suggested it might be better of he screwed in to the studs, "But I don't know where they are" he told me......

Medequip assigned another company to do this work on their behalf. I lost the phone number and when I called Medequip and asked for the other company's name and number - I was told that they are unable to give me this information as it is confidential - even though they told me who the other people were.

I've bought a handle from Screwfix and get it done myself.

I'll write to my new MP on Friday and ask that their NHS contract be removed and site the poor reviews they receive.

We were given a time bracket for the delivery of items.

After that time slot came and went, I called them,they said they are delayed due to an emergency.
I asked why wasn't I informed? She stated that we don't have time to call everyone.
We were promised they delivery won't be too delayed.
I remained at the property 2 hours later (so 4 hours after the time slot) I called again, and I was told the deliver won't be today.

Considering all of the service users are vulnerable and yet they don't seen to care or have anything in place to inform if they are running late or cancelling. I feel the service is diabolical.

As I type this I am now 2 hours in to they re deliver time and nothing.
I received no text with a time slot. I had to call them.
I explained that I had been waiting all day.
No care was given no apology offered, nothing.

Waited over a week for someone to attend the bath chair for my partner as the battery is flat and will not charge. As he is on dialysis he is unable to have a shower as he cannot get the dialysis equipment wet. Mediquip said they would come out on Wednesaday which is today but someone rang and said it will now be Friday! This is not good enough leaving someone so poorly to not be able to take a bath for so long.

We were told we would have a delivery on Thursday of essential equipment for my father who has weeks to live. When we contacted later in the day we was told that the van broke down and would be there first thing Friday morning. We phoned Friday lunchtime as still hasn’t come and was told that there is no room on the van and would be Monday, although we were told that it had been on the van and broke down. So one of these is false. Also we have spoke to other medical services and they have been given complete different stories.
To treat people that are dying and need this equipment emergency and about the lies that you company have said.
After 6 phonecalls between them and others they finally decided to get it on an emergency as mum is vulnerable.

This company is incompetent & employ staff that do not care about customer service, the company must pay minimum wage ( peanuts) & obviously employ monkeys.
Yet the Local Councils still keep awarding them contracts?? This is what we are paying our council taxes for, so the Local Authorities can award contacts to companies that are NOT FIT FOR PURPOSE.

Had a phonecall while on a respite holiday. They were informed of me leaving that I would be away until the end of month. Had a phone call from a very rude woman wanting to deliver the items for my Aunt who cannot get to the door. Explained that the carers were the only ones that could accsess the front entrance. "Well what are we supposed to do with the equipment then ? When are you going to be back ?" Was the response. Told the date ill be back and she abruptly hung up. Will be purchasing my Aunt her own equipment now and informing the council.

What an awful company (Leicester).
The hospital ordered a bed for my Mum, to be able to go home. The slots are 4hrs long, so you have no idea when they are turning up. My Mum died a week ago, I rang to get the bed collected, again they gave me a 4hr slot, when it got to 31/2 hrs, I rang them. To be told the engineer had to go home, for an emergency, no o e had called me to let me know. They said someone else was coming out, but did not know how long and would get them to call me, when they are on their way. What a terrible company, they just dont seem to care.

I've had my 'bed lifter' for year's now and had an engineer called Mark come today to give it a service, not only did he find that the securing straps were all wrongly set up he also identified that the unit itself was upside down. Not deterred by all of this he basically stripped it all back to basics and with his determination and hard work put everything as it should've been on the initial installation, I can't thank Mark enough for all his efforts, he's a credit to the Medequip service team and represents the company at ground level flawlessly, his customer service skills are second to none. I sincerely hope that when his line manager is made aware of my comments that he receives the recognition he so deserves!!

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.