Ross Care, Head Office & NHS Wheelchair Approved Repairer

I have never had a problem with Ross Care until recently. I rang on the 30th January to explain my electric wheelchair was losing charge and the control kept turning off and flashing. An engineer turned up on 3rd February and she just changed the batteries - never even looked at the control.Rang again on 20th February - explained control was still playing up and chair kept switching off. Sent a different engineer on the 24th February - he just looked at the chair and said i needed a new control and he'd put it down as URGENT on the repair sheet.Rang again on the 25th February as my chair had stopped working altogether they said the engineer would be out on the 27th February. A different engineer again came out and they had sent him with the wrong control for my chair!! He put it down as URGENT again as i have no way of leaving the house without my electric chair.Rang again on the 28th February and they booked it in for Monday 2nd March morning.Rang Ross Care at 3.30pm on Monday 2nd March and was told the engineer wasn't coming as he had handed the sheet back to the warehouse because they had given him the wrong part again. The lady on the phone said it could take up to 2 weeks to get the right part in.I have had no chair now since Tuesday 25th February. I have no way of leaving the house or getting around the house without relying on someone else. I have had to cancel doctors appointments as there is no way of me getting there. I have lost all of my independence.The ladies i speak to are always helpful and sympathetic unfortunately that doesn't help fix my chair.

If i could give no stars i would, the phones never ever get answered. I have to re arrange my day to go to my mums house as she can't get up to answer the door. Whoever is running this company sort it out please as not everyone has the time to sit and wait for you to arrive or hang on the end of a phone wasting time and money. Its so frustrating. I would hate to work for your company as the staff must get so much flack form irate customers through no fault of their own.

Phoned Wallasey centre this morning and I simply asked when my bed will be collected to my new place and the girl who answered the phone was impolite , rude and to top it up she ended up the call. Tried phoning again and couldn't get through.Absolutely appalling. Very uncaring and irresponsible company... It is a big shame the NHS is contracting with Ross uncare.

Have been waiting for my wheel to be fix, nobodyBeen out to look at it, however when telephoned last week , I was told they where awaiting for.When I asked how did they know what parts are need, they said the did not want to turn up without part, I have been trying call all this weekToday I finally got through having on the hold for over an hour, however when I told the lady was hard of hearing and would she kindly speak up a nd slowly she put the phone down . I have been onhold for near another hour . And they are due to close soonI without my wheelchair I will have to cancel my holidayTerrible company no idea of customer service

Poor service, shocking in fact.I was called on a thursday and told to expect someone to turn up with my equipment the following Wednesday. When I asked if it would be am or pm I was informed that they can't tell me that and I should stay in all day and they will call when they are on the way. Cancelled one medical appt and moved a medical test to another day as this equipment is a priority.......Now nearly 5pm and no delivery and no callTried to speak to the office but again no joy as its just a recorded msg....Got through to another dept but they were unwilling / unable to helpShocking

Feckless, brainless and ignorant.I've been waiting three weeks plus, and yet nothing. One fella came out and ordered parts I never needed. The other fella was sound and he apologised so much. The office staff don't know thier arse from thier elbows. Promise after promise broken.What hurts most is I can't take my 5 year old out and she goes back to school Monday. I am lost for words to describe how I feel. My advice don't believe a word they say and don't count on anyone coming out to fix your chair. The NHS and Ross should be ashamed of themselves.

Hi I'm very disappointed by the quality of your service I rang three days ago and was promised an appointment today after waiting in all day no one has arrived I'm very upset and feel its unacceptable. I'm a wheelchair user and also a carer for my Autistic daughter. I also rely on my wheelchair to take my assistance dog out every day. After having rang several times today and being left for nearly a hour waiting on hold I was told that they would definitely come . I am now hoping that my message will be picked up by emergency ross care . This chair is my legs without it I am house bound

what a firm should have had delivery fri 28th july had too phone too rebook as driver phoned me and said i cant del but will phone over the weekend when i can del ...guess what no call ...so on the phone again delivery promised DEFINATLY TODAY 2nd aug ...the driver drove past my house twice at 2.30 pm no del again been on the phone in a queue for 15 mins ...losing the will too live totally fed up ..if you cant handle the deliveries plz plz give it someone who can.....EDITED.....COMPLAINT TAKEN UP BY HEAD OFFICE THE LADY TOOK ONUS AND DELIVERY WAS SPOT ON DRIVER EXCELLENT EVERYTHING SORTED THANKYOU RATING CHANGED FROM 1 TOO 3

Terrible service have been let down by them several times. They phone the day before the appointment to check if you are still ok then they don’t turn up at all. Having made special arrangements so that my wheelchair is free for them to repair , this company must realise they are dealing with vulnerable people . Then when you phone to complain you are waiting on the phone for at least 5 minutes , only to be told that it was a new driver or when they do come they have the wrong parts, or they called and no one was in which is a blatant lie. I don’t know which local authority is paying for this service but I definitely think it needs looking into .