Horizonmobility Reviews 17

Order placed for pillow lifter hire. Not delivered in agreed timescale. Order cancelled. 2 months now and company has not refunded money and has not engaged substantively on the matter. Either incompetent or dishonest but certainly not recommended.

Update on my Aztec. Had an intermittent fault when using mode 3 on private land where the scooter suddenly stopped and locked up. This could only be cleared by turning the power off and then on. As this happened rarely at first then I informed Horizon but could live with it. Now it happens a lot as on a journey of 5 miles, it happened 3 times. Rang Horizon on Monday 4th Aug who said that the service dept would get back to me. Waited in 2 days but nothing. Am very disappointed with the response time. I now have a scooter that is unusable in mode 3.

Awful service, unhelpful staff, an unhelpful manager, being robbed blind for a product that didn’t fit as it wouldn’t attach properly, please do read their terms and conditions ever so carefully as they will try and catch you out. Also if you have any kind of learning disability or anything don’t expect them to be understanding, kind, helpful or even meet you half way.

Needed a mobility scooter as very short notice (3 days) for a U.K. cruise.

Read the reviews first but decided to try it as I was in dire need.

Absolutely brilliant service, scooter delivered on the Saturday as arranged, it was just what we needed and allowed a parent to get off the ship to enjoy their holiday.

When we got back collection was as arranged and the couriers checked it was ready before coming. Couldn’t fault, many thanks especially to Jessica.

I had previously hired a scooter for a festival but couldn’t use it but Horizon gave me a credit to use anytime in the future. Customer service amazing. Thanks

Do not use this company, we hired a bed for our disabled mother, we were advised it would work with ANY NHS stand aid. When the bed arrived it didnt work with the NHS aid we had so the bed could not be used.

We asked for the bed to be returned to them and requested a refund only to be told 4 months after the request (that's how long the review took) that it was our error and we should basically have known all the right questions to ask them, in order to check this would work correctly. No ownership taken by this company who should ensure they ask the customer the relevant questions or provide them with the information they may need.

This left us in a desperate state with a bed bound mother, paying a lot of money for equipment we couldnt use, on top of extortionate care assistant fees has been devastating.

I Wish i read the reviews before purchasing.

My husband even helped them carry the heavy bed and frame upstairs as they only ever send 2 men out, no matter the weight of the item or the lay out of the stair case. The men refused to take it up the stairs for fear of injuring themselves until one and a half hours later of deliberation when their boss made them move it with my husbands assistance.

We were so desperate for the bed that my husband risked injury.

Please be warned!

Experienced fabulous service from Horizon mobility
my lift aid ordered to be delivered to my chalet at Centre Parc Nottingham, arrived at the same time as me. brilliant, helpful driver

Like so many others, we should have read the reviews first. My very sick friend spent over £400 on the hire of a chair which she couldn't use as it was unsuitable for her needs. Our fault apparently for not asking all the right questions and reading the details online. Personally I think that the people taking the sales calls, who are friendly and helpful enough, need to know the right questions to ask and the company should take some responsibility for ensuring a product meets the person's needs. They took her money and when we phoned to say it wasn't usable, we were told by sales that they could organise an exchange (for a further delivery charge) but we'd have to contact customer services regarding any kind of part-refund. They couldn't give us a number for customer services, or put us through, as you can only contact customer service via email. Our email received an automated response to say that we should allow up to 10 working days to hear back, by which time your first 2 weeks' hire is up. The email that did eventually come back took no responsibility and there was no goodwill gesture, or at the least, empathy of our situation. They should stick to supplying the NHS, and not the public. Overall there seems to be a lack of heart and integrity, which is at odds with the 'care business'.

If I could give this company a minus star review I would! I had the most appalling experience with them. The person I tried to book a hire of wheelchair from was extremely abrupt, and just kept repeating himself when I was asking questions. He was unhelpful when I was trying to ascertain what products were available to me, told me he did not need the height, weight nd width of the person who the product was intended for. Hence, what we received on delivery was a chair far too small, and delivered two days late. I returned it. On trying to get a refund for this, I had several email exchanges which were escalated up to management. This resulted in a response from a member of the senior management team which was not only abrupt but highly condescending stating that the later information that I supplied for weigh, height and width was incorrect and the chair I was asking for was totally unsuitable for the person. I would never ever recommend this company. There is no empathy for their customer - most of whom are just trying to get the right product for their needs - I would have thought a more kindly approach to tease our customer requirements would have been more appropriate. I should have read the reviews before I contacted them!

Plea to all..

••••••••Do Not trust this business•••••••

I will leave a more detailed review.
I’m currently on hold to the
—Fraud Prevention from my bank in regards to this so called business—

Honesty if you knew the story you would be sickened.
They cater to the the most ‘vulnerable’
And we’re down over 600/700 for a product that never shown up leaving a little girl out of pocket and stuck in her wheelchair - ( baring in mind ) she’s fully wheelchair bound. And as a result couldn’t change her nappy. Prone to sores

I will happily write a more in-depth review once we have this matter settled and will happily keep sharing so hopefully this doesn’t happen to anyone in a similar situation

Avoid this company, poor advice given from inexperienced customer service from the outset, faulty item delivered and it wasn’t clean so i cancelled my entire order with them as I just didn’t trust their products (costing me money). Go elsewhere - wish I had seen the reviews below

Awful experience

Looks like a simple case of booking online, but they call afterwards to ask you to email them. Yet they don't leave a voicemail, so you have to play phone tennis, even though they could have just emailed in the first place.

Ordered a wheelchair for next day delivery, around 2pm on the day I emailed to find out when it would be delivered and they tell me it's not!

They could have contacted me, just didn't bother. So last minute had to source an alternative.

It's been two weeks and they've neither refunded me nor replied to me email to confirm when I'll get my money back

Only gave it 1 star because they gave me a refund. Hired a wheelchair, minimum of 2 weeks. When it was unpacked we noticed what seemed to be white stains on the seat, and the left hand foot support strap was incorrectly fitted ( a neighbour put it right for me )
The first time I used it, the left hand front wheel buckled under neath and I almost fell out if the chair. Luckily enough people were on hand to help my wife get ne and the broken chair back to my car. It was humiliating and dangerous. On inspection screws had come loose on both front wheels.
On contacting customer support they apologised and offered a refund.
They also admitted that the white on the chair was chemical residue from an unfinished cleaning process, and that the chair was waiting to go to the service dept for repair but got sent to me by mistake !. Upon trying to take it further they said they doubted I would get any compensation as ' nobody got hurt'. But I was welcome to try. Didn't even offer a replacement chair free of charge for the remaining hire period. Just shows the company's way of thinking.

We received the Dashi Folding Powerchair just before our holiday to Dubai. It was delivered in less than desirable condition with the back right hand wheel having two complete cracks in it. The axel for this wheel was also bent, which caused anxiety throughout the whole trip about whether it would last!

This bent axel, almost rendered the wheelchair un-drivable. The additional wheelchair bag we requested, and paid for was filthy, so we didn’t use it.

Really would like to give no stars. My mum visited me following isolating due to covid and her condition. C.O.P.D.
Having not seen her for a year, we couldn't wait to get out and about, we hired a mobility chair for her arrival, the first chair was delivered broken and faulty which I took a video of with the delivery driver. We rang customer service who informed we cannot agree to refunds , although upon receiving video evidence rang and offered refund or replacement. Stupidly we opted for a replacement as my mum is unable to go out without a wheel chair, the second one was delivered the next afternoon and needed overnight charging so 2 days my mum was stuck in the house. We charged overnight and went out to the seafront, 30 minutes in the chair breaks down and we could not get it going again. I had to go home and collect my car to get my mum and the chair back. We rang and they collected it the next day. Since then I have contacted customer services and the manager with no response over 3 weeks. They have taken £300 off my my parents and do not even have the decency to reply or refund for a chair they have not had the use off. Please avoid this company. I am not leaving it here and am taking further steps with a company that deals with companies like these. I will update this post with the out come

I recently purchased horizon mayan ac scooter fitted with high capacity batteries and charger. this developed fault and was submitted to horizon for repair for second time. the scooter was returned after several calls, in dangerous condition with seat securing bolt broken, and the high capacity charger socket removed. horizon have refused to refit the charging socket or to return the harness removed. the repair was exorbitantly expensive and the service department rude and difficult to deal with and completely unhelpful. Promised calls from service engineer did not occur. the broken seat bolt was repaired by helpful local company. I regret buying Horizon scooter which has several shortcomings and is not suitable for all terrain use. AVOID THIS COMPANY