Independent Living Specialists Reviews 78

they will only let me give 1 star but ill give them 0 don't deal with this company they're a sham will lead to frustration and rage bought a recliner chair for my back which they recommended for comfort,3 months later the cushion started sagging phoned the store talked to an answering machine still no reply rang store again answering machine went to store 3staff yakking to themselves told them i needed this chair repaired and phone me that day finally got a phone call service technician arrive a few weeks later and confirmed a defect waited another 3 months before replacement cushion installed.3 months later same complaint with the cushion thi s time technician arrived next day emailed the supplier of the chair theorem concepts manager was apologetic and assured a new cushion would be replaced its now been 2 months and still waiting i know the slow boat from China is on its way emailed the supplier and he told me that i should get a memory foam cushion at my expense an expensive chair and terrible service would not recommend this company to any one STAY AWAY rick sobaszek

Despite providing an independent report by an electronics engineer / JP pointing out the charging device was faulty - ILS was not going to do anything but they made an offer to settle to office of fair trading. They resolved some of the problems so I decided to accept their offer but they have not responded. Wall of silence

An absolute disgrace. First man came out. He shat in out toilet. Then after our apartment was filled with his faecal odour, he broke our toilet seat. The company promised to reimburse us, but it’s been over 6 weeks now. Promises were made to reimburse. But nothing. Your company clearly doesn’t give one ounce of consideration. Hollow promises abound.

I would avoid this company, my 83 year old father tried so many times to get someone to come out and fix his mobility scooter, they don't call back, when they do, they make you wait over a week for anyone to come out. And they make you pay for the service up front before they will attend your home. Never heard of that. They have stuffed him around so much and just quoted him $2500 for a scooter motor, you can get a new scooter cheaper than that. They seem to really be the only ones importing parts for the Sterling, looks like an untapped market if anyone is looking for business opportunities. Let's hope with a little competition this company decides to be a bit more professional and compassionate.

According to Alison Smith's arrangement, we have a wonderful Technician Graham visit us on the 26 Aug morning. He is so kind to help us to check everything for the produce,
Graham solved the problem.
We appreciate Graham's help, he is so great, thank you!

Your reply to my complaint is an insult, first you take my $3,000 plus for a service you did not do then you send me the same invoice again, are you kidding? Do you expect me to pay you twice for absolutely nothing. I have reported you to the NDIS & hopefully they will stop you from doing this to anyone else, SCAM, SCAM, SCAM.

the company is amazing especially the ceos ian faqurason and the absoulute legend peter reid i have had the best experience with the company and i hope they do great in the future...... they were very helpful and they helped me with my grandma providing us with one of the top tear brands of wheel chairs ( hero) they all were super happy to assist me and my family and i wish the best for the company in the coming years.

Our royal medical travel lite power chair that cost $4,814.89 was bought for our mother who is over 100 years old. We don't use a lot but have had it for about a year and 7 months the controller has never worked properly since we got it. Now it doesn't turn on at all its still under warranty. We rang up on the 15th of May service bloke came out on the 16th said it could be controller or main board he didn't have spare on him to check so he was ordering a new one be here in a couple of days. It is now the 27th of may we haven't heard anything from him. So I rang back got put through to dee why . Girl named Alex answered I had to repeat spelling of name she told me that the tec guy no longer works for them and nothing has been ordered she then informs me part is not under warranty but she will be back in a minute, 21 minutes later I get hung up on and she doesn't call me back. I recall waiting another 10 minutes and she answered again. Tells me she didn't hang up. The phone disconnected. She then goes on about short staff and tech no longer with them. I asked when will she find out she said its up to the manufacturer I said not good enough. I asked for head office number and I was told I'm not allowed to give you that number I said why she said because I'm not. So she gave me a email number. This is not good enough. I'm thinking of taking this to court to get all our money refunded because this is not a very good service. To many excuses and they leave you hanging to the warranty runs out. Where is the exceptional service that continues beyond your purchase with product warranties and ongoing support from qualified technicians for servicing and repairs that you say in your ads. We haven't received any of that. I'm hoping that someone will get back to me tomorrow before we take things further. This is a disgrace to our elderly and our loved one's.

The worst experience ever.
I had to go there after surgery following an injury. I’m young and healthy otherwise. I went there on my home after hospital while in a lot of pain, because I urgently needed aids for the toilet and shower. I found online that they offered them for rental for a reasonable price. After going through the stock and selecting what I needed I went to pay, and the 2 items came to $500. I said I wanted to hire, not buy, and only then they told me if I want to hire I will have to wait 5-7 days for delivery. Even though they had the stock right there! I felt I had no choice because I can’t not shower or use the toilet for 5-7 days. They prey on people at their weakest!
I wasn’t sure the toilet aid would fit, so I said that when we get home we’ll see if it fits, and if not we’ll be back in 30 minutes to get a smaller frame. They said they don’t do exchanges or refunds! What??? I’m not even sure that’s legal, and it’s definitely bad service. I was in so much pain and just wanted to get home, so I paid the overpriced $500 for 2 basic items, and left with a bad taste in my mouth. If you have a choice, choose anywhere else!!! Absolutely horrible company

CONFIGURA RECLINER LIFT CHAIR
DO NOT BUY! Abolute waste of money. Cost $4000!
Problems
1.The fabric almost disintegrates after 3 years.
The manufaturer knows this which is why they only offer 2 year waranty.
2. The chair makes a very loud groaning noise (which actually sounds like someone is passing wind) when the recliner is going up and down. Very embarassing if you are on the phone!
3. The stuffing in the pillows is hard to get to a comfortable level.
4. The back pillows dont seem to fit the chair frame properly
None of the above issues were obvious on the chair in the showroom.
I emailed the manufacturer (Enable Life Care) and the supplier to me (ILS-Independent Living Specialists), and received the following response from Enable Life Care (manufacturer).....
"The Vapour Permeable material on the top of the armrests, seat cover, and backrest pillows is prone to wear and tear. Replacement parts are available."
I responded......
"Thank you for your prompt reply.
If it is a well known fact this fabric only lasts a short time it should be made clear to the customer prior to purchase and stipulated in your brochures for honesty and transparency.
I never would have bought this if it meant my mother had to continually replace it! I feel like this is another example of taking advantage of the elderly and disabled.
I will be active on social media and via online product reviews to ensure other people aren't misled like I have been."
After leaving a voicemail message and emailing ILS I received no response. 2 weeks later I phoned once again and my call went through to the service centre voicemail. I immediately called back on the sales line and not surprisingly, the call was answered. Just goes to show they are not interested in after sales service.
Unfortunately they referred back to the manufacturer and I received the same response.
I am now waiting for a quote for cost of repairing the chair (which I will not be doing).

Unfortunately I am forced to write an unsatisfactory review on ILS, due to the recent experiences my elderly mother and I have had with the company. It is with great disappointment and frustration that I find myself compelled to write this letter of complaint, as the level of service we have received from ILS has fallen far below any reasonable standard.
In September 2023, we made the decision to purchase a new walker from ILS for my elderly mother, hoping to provide her with the support and safety she needs to navigate her daily life. Unfortunately, our experience with ILS has been nothing short of a nightmare.
In January of this year, we reached out to request a service call for a handbrake repair on the walker. Little did we know, this was only the beginning of our ordeal. Almost two weeks later, in late January, one of the wheels of the walker unexpectedly fell off, posing a serious risk to my mother's safety. Despite numerous service requests made thereafter, it took an egregious amount of time—almost two months—before the initial wheel repair was finally addressed under warranty in late March.
However, our relief was short-lived. Less than two weeks after the wheel was supposedly repaired, it fell off again, leaving my mother in a vulnerable and distressing situation. The fact that this happened not once, but twice, is utterly unacceptable, especially considering the high risk of falls my mother faces.
As a company that specializes in providing aids for individuals with disabilities, ILS has failed miserably in fulfilling its duty to ensure the safety and well-being of its customers. The lack of reliability and effectiveness in your products and service support has not only inconvenienced us but has also endangered my mother's health and safety on multiple occasions.
I cannot in good conscience recommend ILS to anyone in need of a walker or service support. The level of incompetence and disregard for customer satisfaction demonstrated throughout this ordeal is simply appalling.
It is my sincere hope that you take immediate and decisive action to rectify these issues and prevent similar incidents from occurring in the future. My mother and I deserve nothing less than the assurance that she can rely on her walker for stability and support without fear of further accidents or delays.
We are now awaiting a prompt response and resolution to this matter.

My son bought me expensive knee scooter at a ridiculous cost of $350 (they sell them at Bunnings for $169) which was actually unusable due to its lack of manoeuvrability and how uncomfortable it was to use. I did not end up using it but was unable to return it within “7 days” as I was immobilised from my injury and could not drive. The manager was unwilling to accept a return even though the product had not been used and tried to quote invalid medical facts (to a doctor )as his excuse for not providing a refund. As a doctor I am appalled at such greed-driven behaviour and poor service and will not be recommending Independent Living Specialists to any of my patients again.

Awesome Team, Daniella & Ebru from ILS Auburn. They helped my disabled mother like my mother was their grandmother. I contacted ILS Auburn, because of a concern about a product I had bought. I explained the situation and Daniella understood and helped me for Mumma. Weeks later Mumma needed a disability Chair and so we telephoned Daniella. She organised everything. Daniella is a GEM. I am very grateful, I contacted the Auburn Store as they treated me and my mother with respect and all the staff are caring and kind. God Bless you all!

I’d rate 1 star if I could. Do not purchase from this company. ESPECIALLY mobility devices that require repair or servicing.
I purchased a wheelchair with power assist from them a few years ago. Every time I need a repair or am due for a service it takes weeks to get in contact and sometimes they take months to actually get the job done.
Recently, my power assist stopped charging and my right brake bent and will not actually work. So I am having to manually push and only use 1 brake. I have been calling and emailing for 2 MONTHS and when I do manage to get a response they say they’ll call back then don’t.
Awful company and TERRIBLE customer service. I don’t understand why they are so trusted by NDIS. This company should be shut down.

As you can see, this company is a sham that is taking advantage of people with mobility issues. They should be stripped of their association with the NDIS. 6 weeks after a walker was never delivered and they will not refund or return any emails or calls. Don’t believe their replies below, they do nothing. Shameful.

UPDATE: It’s been a while since my review and all details have been provided to this company as per their response below, I have also emailed them twice. They have done nothing. Again, don’t believe their replies, they are a scam making a profit off’ve people with mobility issues. They don’t don’t care about anything but a profit and should be ashamed.

After waiting 2 yrs for a chair- delay being a left hand assist was ordered but they sent a right handed one.
Eventually deluver the chair and the mechanism appears dodgy compare to the trail chair.
2 weeks later nuts and bolts start falling off.
I call for urgent repair they cant find client in the system. Eventually get an appointment for urgent repair. For 3 days later.
Tech shows up says he has to put in a warranty claim and then order parts .
When asked for the chair to at least be rendered useable utill such time as he can repair mechanics he stated that heis order was to assess and that I had to rebook for the repair.
This business does not belong in this industry where peoples lives depend on equipment to get yhem to the shops medical appointments and dare I say just out of bed.
There is mo compassion no sense of urgency and absolutely no care given once they have your money. NDIS should reconsider their approval

I placed an order for a shower commode chair for my client on 1st January 2024 from their website, I received invoice on the day I placed an order. Next two weeks I didn’t heard from them, neither they processed my order nor gave me any update on when it will be processed or delivered. I tried to contact them through call and their online form but couldn’t get in touch with them and they didn’t replied back as well. It was so frustrating so I post an review here and went to their showroom in Auburn, NSW. Their employees were very helpful there, she checked my order and gave me update. Because of the review here I received email update from them as well as update for the order. The order is now delivered and the product quality is good.
I recommend this store to buy the product but only from their showroom, don’t buy anything from their website. If you face any problem or want to contact them regarding your order it will be very hard to reach their online team.

Ordered manual wheelchair for outings in December tried to get through to head office was on hold for ages everytime was unable to contact. Sent emails asking to be contacted replied would receive call back in two days its been five no response. Contacted Warick Farm store they sent further email. Still no response. This is the worst service ever and to the most vulnerable clients. Will try and take further to get this store investigated want a refund to order chair from reputable store but doubt that this will be easy. I guess I'll just stay home until this is sorted

Have been waiting since the 8 June 2023 for an item ordered. Have contacted store several times and have even been into the store but have had no response to when the item will be delivered. Tried ringing again today but get a message saying that the mailbox is full. Customer service is non existent.

Item received after leaving this review. Just a pity it takes a bad review for any contact by this company.

Did not respond to email request for wheelchair. Left on hold for 30 minutes then directed to leave voicemail in mailbox that was full. I can see from all the terrible reviews that this is a shonky business. This is shameful when they are in the business of supporting the sick and elderly. Shame on you. AVOID THIS BUSINESS - they will let you down like they have so many other’s SHAMEFUL
Update- just told to ad a reference number for my hire request OR THEY WILL DELETE MY UNFAVOURABLE REVIEW !!….Added the reference number - soooooo many poor reviews for this company AVOID