Independent Living Specialists Reviews 78

I recently purchased a scooter from them, and the overall experience has been nothing short of disappointing. The issues with the scooter, including a battery that falls significantly short of the advertised specifications and improper assembly, have been exacerbated by the company's abysmal customer service.
Despite numerous attempts to seek assistance, the different departments, including the retail store where I made the purchase, have failed to provide any meaningful support. Instead of resolving the issues, they engage in a frustrating game of passing responsibility from one department to another.

I would strongly caution others against considering this company for their products, given the poor quality and unhelpful customer service.

I would give a negative star if there is such an option. Tried contacting them to address a simple question that I couldnt find on the website. Called the 1300 number, managed to talk to someone and instead of transfering me to the specific deparment, I was told to hang up and dial again. Did exactly what was suggested and was left on hold which eventually led to asking to leave a voicemail. I also left my number and 2 days have passed, I still did not receive a call back. When I was put on hold, it was mentioned that I was number 1 in the queue but no one picked up my call. Tried again the next day, same experience. Absolute worst experience, 100% would not recommend. It's bussineses like these that make it hard for professionals to advocate and support their clients living with disability.

I hired a wheelchair for my husband while we waited for NDIS approval to buy one. It was $50 a fortnight, taken via direct debit from my credit card.
On November 16th I cancelled the direct debit as we got the new wheelchair. Asked them to check that it was cancelled.
On November 22nd $50 was taken from my credit card which made it overdraw.
Numerous phone calls and emails, and it is now December 4th - I am still waiting for my refund.
Had the apology and the promise that an extra $50 would be added to make up for the inconvenience.
Now I've been asked for my bank details because apparently my credit card details were removed - so does that mean they don't have the original hire document.... with all my credit card details??
And they apparently only process payments on Thursdays so MORE time to wait.
Absolutely unacceptable. I am beyond frustrated and angry - not my mistake, I did everything right.

Rate this place needs 0 Stars!

Report this business!

Absolutely terrible service my little girl is isolated at home, not even able to go out in the car due to this companies ignorance over one year!

The CCO Stewart wont help her. He ignores communication for months on end.
Over one year of delays, lies and excuses.

I am a VERY DISGUSTED DAD!!!!

My daughter is going downhill, she hasnt been able to go out now for 6mths !!! Im at boiling point. She needs a wheelchair andvthey wont provide her with one forvthe meantime. Apparently they have hire equipment, but not for my little girl.!!!!!!

Been trying to hire equipment, literally ILS just need to take my money and provide the hire service. Their entire customer service team has been unavailable for 2 days, when I call I can't even wait on hold as it directs to "this voicemail inbox is full" message and tells me to have a good day before disconnecting me. I've called multiple ILS offices for assistance and no one knows where the customer service team is or who is authorised to take my money and do the service (literally, I just want them take my money, isn't that the core function of a business?). This company shouldn't be allowed to work with disabled people who need this equipment. Someone answer your damn phone.

Contact details are useless. Impossible to contact anyone in this company. EIGHT options on the answering service not one to arrange off hire. Emails do not get a response either. My wife passed away a month ago but I have this constant reminder of her last days sitting here.
Service zero
Contractability zero
Compassion zero -

This company is absolutely a joke. They keep you waiting on the phone for more than one hour and if by chance you tried to call at 4:00pm and after an hour you still on the phone they do not even bother to say that the place is close and you could be there for another hour.
They give you quotes and if you have a questions is nearly impossible to ask any changes
and for delivery is they do not have an item they do not tell you they just dont deliver but they dont return your money just keep it
There are other companies that are much better. I believe they

a huge thanks to the team at Ballina Independent Living Specialists, during a difficult time , the help and support given to us by both Charlene and Jacqui made it so much easier to deal with.
they clearly understand when help and care is needed ,

kind regards Darryl

Ordered a sizeable order
After no delivery or email advising me of delivery I have sent email without reply

ILS Ballina NSW. The staff at ILS went above and beyond to help us make the best of a bad situation. Following an accident the day before our holiday, we needed to hire mobility equipment to be able to attend a music festival. The friendliest staff ever at Ballina made it comfortable, realistic and easy for us to get the equipment we needed, offered to come back on a public holiday if needed and generally made us feel positive about our situation. The equipment was in perfect condition and worked extremely well over our hire period. Can't thank the team enough

Shock absorbers broke on my mobility scooter. ILS wants $300 for replacement. UK list price is equal to about $100 to $125 aus. Then they tell me it is going to take 12 weeks or more to get them in. This is their exceptional after sales service they claim to have.

Worst service ever! I would never use this company. Escalated a complaint to a manager, then to COO. I received absolute disgusting service, disrespect and completely unprofesional. Sales and there staff are of importance to them, not clients needs! Called twice too, with no return call.

Take my advice everyone, do not deal with this Company. Ordered my 90 years old dad the Electric Mayfair recliner chair middle of October. Paid full amount on the spot. Operator said we would receive confirmation via email that day. Never received the email and 2 weeks went by and NO CHAIR. Rang the company and they had no record of the chair being ordered, but they took our money. After numerous phone calls and dealings with that many different people they finally found the invoice. Now the chair is "in transit". Another 2 weeks go buy and NO CHAIR! Then all of a sudden they have the chair in Hoppers Crossing Branch. The chair gets delivered. Well the chair is not what we ordered and to top it all off is dirty and has been used. Maintenance man at the Aged Care Facility was quite shocked to say the least. After numerous phone calls again and alot of stress on my mum and dad we get a full refund and the second hand, soiled chair that they thought would be acceptable to my father is returned to the shop. NEVER, NEVER, NEVER ever would I recommend this Company to anyone, they should never be allowed to operate!!!!

Bought a 2 in1 walker wheelchair from lane Cove, footrest broke after 2 days, emailed issue with pictures to showroom,
Response from showroom was sent issue to service team. Tried following up status, two separate ppl replied with same note, issue with service team.
Called service team, advised I am in queue, no clear advice on when would be resolved.
On the meantime I have an unusable wheel chair limiting access.
This is not good enough, I even suggested I pay for a replacement until issue resolved.

Avoid this company like the plague, they charge like wounded bulls but deliver only second hand parts. DODGY DODGY😏

WARNING do not shop for any equipment that needs to be repaired by this company they take your money you don’t hear from them for ages,
they forget they’re working for clients that are elderly and disabled and need the equipment that they so quickly picked up to Repair ,but then have no responsibility to get it back to you in due time, very POOR RESULTS and the manager MIA so contact no care shame ! Oh and look they will rent you equipment in mean time to they can double dip and take forever . Not professional. Receptionist is a stone barrier that you can not get past . So Sad so frustrating and disappointing shame shame shame

I hired several pieces of equipment from ILS, the equipment was of a good standard, but the office staff service is chaotic, there seems no way to tell what equipment was returned. My bank account was randomly debited with $909.35 without notice and no paperwork was supplied. Pick ups do not happen when scheduled and it is only I found one of the director's mobile number I have gotten anything done promptly. The auto voice system is absolutely hopeless, why do I care I am connected to mail box 12345? It means nothing to a customer. When you ring the 1300 number, your call can go anywhere and all they do is pass out the Lane Cove number. One girl said "I can't talk, I'll call you back". I wasn't ringing for a chat. Of course there was no return call as she didn't take my number and just hung up. So to recap, if you can go anywhere else, do it.

I have a wheelchair from ILS and I am having a problem with it. I called their number 1300008267 and selected service at 3:48 pm and I was on hold until 5:12 pm and then, given that they close at 5 pm I hang up. It's disgraceful that I waited 1,24 minutes without achieving anything. That is very poor service and they can't hide behind "Covid", business is getting back to normal. Their service is a disservice to disable people who may have broken mobility equipment and need their help and this is what they get instead.

Have been trying for hours to buy a Walker for my severely disabled brother from this company but it is simply impossible.

This alleged service company has a brochure which has a telephone number which does not work at all. Honestly, not at all.

There is another telephone number on the website which is even worse. The recorded message says, 'Pres 1for sales'. When you press 1 for sales you get this, 'The number you have entered is not correct'. Time and time again!

Annoying hardly describes this agonising experience.

A very poor customer service experience which is ongoing. Their "refund policy" is adapted to whatever suits the business at the expense of the customer. Avoid dealing with this business.
neil