Prism Medical UK Reviews 42

Part ordered and booked in for a repair for them to tell me the part is 'now missing' and then someone to ring back and tell me they never recieved my part!! Obv someone else got the part and my 95year old nan who has had no lift for over week has to wait at least another week!! The customer service is shocking I would avoid this company and never use they don't care about the wellbeing of their customers

Engineers late or don’t turn up. The customer service team are shocking and don’t help. No one called to say the engineer was two hours late to the first appointment. I called customer service and was passed around different departments to be told he’s on his way. The second time nobody came and I didn’t get notified. Called to complain and haven’t heard from management. When you have to rearrange hospital appointments, work and childcare to accommodate them it’s very frustrating when they don’t have the decency to apologise or let you know what’s happening.

As a trainer within the company that I work for, I’ve now had the pleasure of working with the team at Barwell on a number of occasions, and each experience has been extremely positive. The team are consistently welcoming, professional, and supportive, which creates a relaxed and productive learning environment for both trainers and attendees.

The venue itself is excellent; the training space is well laid out, spacious, and very well suited to delivering a range of sessions. Having the appropriate equipment readily available makes a real difference and allows sessions to run smoothly and efficiently. Overall, Barwell provides a fantastic setting for training, and it is always a pleasure to work with such an engaged and well-organised team.

My wee old mum has had nothing but trouble with her chair (6 years in situ) multiple call outs to repair, part ordered and not delivered. The latest catastrophe is that the unit broke, completely and she has been left with no chair in the past four nearly five weeks. she is expected to "manage" until a new unit can be installed. this could take up to two months!! its an absolute joke. The staff in the office NEVER return calls. out of 20 times i called, i got 1 call back, ONE!! Shocking.
If your council uses this company to install equipment for your relatives please question this. the issues are never ending! Going to the papers about this!

AVOID AVOID AVOID
I had a stairlift fitted by these and I've had nothing but issue's with the stairlift. The customer care provided by the company itself is shocking, I had something break that needed repairing they sent an independent company out to see what parts were needed. The engineer from this independent company had the broken part sorted in less than 2 minutes, only to be told they had to put the broken part back on as they were only there to report, not repair. The issue happened in mid-September, and after numerous calls to be given excuses of ordering parts and being told on every occassion someone would call me back which they didnt like. As a result of all this I had to wait WITH NO STAIRLIFT until November. I've eventually had the stairlift taken out and have had to use another company to provide me with a stairlift with much better customer service. I have since been made aware the stairlift they fitted was discontinued over 6 years ago and wasn't fit for purpose. To say I was annoyed is an understatement, the service provided has been unacceptable and I definitely would NOT recommend this company to anyone wanting a stairlift.

Have never been messed around more than by this company, was given a contract that was subsequently pulled as soon as it was given, because they no longer take more clients in scotland, even though I had a service already and had a contract. Be warned that none of their staff know whats going on, and the company has no communication skills, follow up, or acknowledgement of its issues, I requested a manager over and over and didn't hear anything, gave them weeks to reply.

Shocking Service – No Duty of Care to Disabled Customers

Absolutely appalling service from Prism Medical. My disabled mother relies on a stairlift to move safely, yet Prism have completely let us down at every stage.

First, they stated the supplier ordered the wrong parts, leaving my mother unable to use her stairlift for an extended period. Then, despite assuring us that an engineer would come first thing today , no one has turned up. We’ve been left waiting with zero communication or updates until I called and then to be told they made a mistake that engineer isn’t coming to us first.

When I raised concerns, Prism actually stated that they have no duty of care to disabled people – which is completely unacceptable for a company providing essential disability equipment.

This is not just poor customer service, it’s a failure to meet basic responsibilities. Their lack of care and accountability has caused unnecessary stress and hardship.

I strongly urge anyone considering using Prism Medical to think twice. A company in this field should prioritise vulnerable customers – Prism clearly does not.

Excellent job, done very efficiently. Very pleasant chaps, who were punctual, informative and respectful. The hoist was installed expertly and upon completion the area was vacuumed and the area was left perfect.

I have never known a company as bad as this one in all my life. I have no option to deal with these people as our equipment is supplied by the council The call staff are useless. You tell them direct times on when to call and they don’t listen. They then lie about repairs that have been reported and remained broken for years. Despite the fact they sent numerous men out to take photos of the parts they need. Then they bring the wrong parts. The men themselves with the exception of 2 are useless and lie. 1 was quite clearly and alcoholic and I had to ban him from coming into my house. Another was that bad and lied about the equipment he got banned from coming into my house. One comes in to do a services and just stick on stickers and leaves. They say the equipment is working when it isn’t and then leave. They say they have actioned a job but either them or the call staff say it hasn’t been done. Even after complaining to pals and a full investigation shows how bad they are they still don’t show up to fix the equipment. Then after this they have the cheek to repeatedly call me to come and service the broken dangerous equipment . I can only think the reason they have the contract is because they were the cheapest and not because of their work or work ethics. If you are planning on going to these people for equipment through privately funded means avoid at all costs. Spend your money elsewhere.

UPDATE— I don’t need to get in touch with prism medical. I had to complain to pals not once but twice to get the issues sorted. Prism medical still lied they had no knowledge of my complaint even after multiple people including my MP knew and were dealing with my complaint. Once the second complaint went to pals and they were annoyed that the issue hadn’t been sorted then Prism got their act together and turned up with the new hoist.

One of there drivers really needs a word with A77 about 1:15pm tailgating and aggressive driving to get past other vehicles only to later slow down because he’s on the phone while driving, absolutely no need for this an accident waiting to happen

From the first contact to the actual installation we had great customer service which made the whole process run smoothly. The engineer on the day was efficient and tidy leaving no mess. The equipment was up and running the same day.

Delivered and fitted on time, worked around my sister who is severely disabled. Clean and tidy work, iwad not present but no complaints from my sisters careers. Good communication. Not had any problems so far so can not comment on the after care/support but hopefully due to service so far do not envisage any problems.

I was left for 4 months struggling to get my severely disabled daughter in and out of our home since our StepLift broke down in December 2024. It takes two people to get her in the house in her wheelchair - every single time I phoned I was promised someone will be out to fix it and no one ever called. I spent the whole of winter trying to push my daughter in her wheelchair up a 6ft ramp in the ice and snow due to the incompetence of Prism Medical organising an engineer to fix the problem!
Eventually 2 Engineers came and spent the whole day fixing the problem only for it to break down again a month or so later! I’m back to square one being told false promises - it’s been a month up to now I’ve been left struggling and stressed out by this - I would certainly never recommend this company to anyone!

Very helpful workers kept everything to a minimum cleaned up after themselves and Very pleasant
The company was prism

Everyone was so lovely and respect my home lovely guys who did the work was so easy to talk to and did a very good job thank-you very much 👏 😀 👍🏻 not sure of the date when they came many thanks

My Occupational Therapist arranged this company to quote for a ceiling hoist and after the rep came and funding was arranged I received a call on Wednesday 21st May asking if they could fit it yesterday 22May after a cancellation. They arrived early which was a bonus and the guys Stuart and Chris were professional, helpful, friendly and left the room cleaner than before they arrived. They didn’t leave until we understood fully how to use the hoist and we would highly recommend this company.

Great service, polite, thorough, cleaned up after themselves. Overall brilliant

We can’t praise Prism Medical enough. They were professional, helpful, courteous and reliable all the way through from start to finish. We would recommend them 100%. They liaise well with the occupational therapists to give you the equipment that is best for need.

Absolutely god awful company and seriously should be fined and shut down for the major inadequacies. They lie, twist words and are outright incompetent. I have had an ‘older stairlift’ break so many times they told me it needed replacing. They left me downstairs extremely vulnerable and alone many nights at a time including this evening. Clueless engineers turn up not familiar with models. I’ve had a brand new platinum ultimate stairlift installed on 31st March and tonight my handbag slipped off my shoulder underneath my footplate. NOT STUCK, NOT TRAPPED. My exact wording was my son removed it from BEING TRAPPED because I was going upstairs forward facing. The engineer refused to fix it when I was on it so I had to be lifted by my 16 year old son off it and wait for an engineer to fix it. The engineer came, condemned my lift within seconds despite it being reset and working perfectly, he condemned it because it didn’t have a cage and we had lost a part according to him, according to him my cage had been eaten by the track and the track had been snapped and bent. According to the person on the phone this cage the side of my hand has disappeared inside the track and damaged it. It will need inspecting by their team and my warranty will now be invalid due to my breaking of the lift.

My lift is the platinum ultimate stairlift, a new model bespoke to my stairs, all new models are CAGELESS. I have been left without any keys to operate the lift within stickers describing no cage. The man insists he left keys in my home despite him telling us earlier he took them because it was unsafe.

Liars, make pathetic excuses and leave customers in dangerous positions. I made a complaint last time and contacted trading standards. I shall now be definitely taking legal action. Yet another sleepless night and all they can say is ‘there is nothing I can do’

Excellent work, brilliant staff. Would definitely reccomnend.