Coffs Harbour store fail
Very frustrated by the poor service at Coffs Harbour store yesterday. Not only were staff unable to access the history of my mother’s purchase of a mobility scooter in their records (because details are not kept under customer names ??!!), but they were also disinterested in Mum’s problems with her scooter. They were too busy doing stocktake. In May. What? They took her $ when Mum bought a scooter, but no support 12 months later. Do not recommend. There are other providers. Go there.
my OT went to one of there stores to enquire about a wheelchair for me they didnt care about tryling one for me discusting never go there
At our wits end !
Paid for a wheelchair nearly three weeks ago on the basis of a two week delivery. We are now demanding a refund as the Cardiff store has,
despite promises, failed multiple times to call, or email us back, about a delivery date. No way to treat the disabled.
Update April 21st.... Office Manager has said we will get a refund. We didn't want to wait until end of May for the order to arrive. If, when we had placed the order they had informed us of a 10 week wait, we would not have proceeded.
Total Waste of time and effort
I first contacted the store by phone and found Stephen at Blacktown to be very helpful over the phone. I later Emailed the manager at Seven Hills to confirm the smaller 2 chair types that my mother needed would be there. Reply was yes come in and try them out. Turned up days later to only one chair available. The logistical effort to get my mother down there was hard. My time was wasted with an excuse that some truck was running late. I had emailed to confirm that the 2 chairs would be there. The help I did get was very underwhelming, figure the controls out for yourself. I didn't have a good feeling about the outcome of ordering anything so have bought from another company.
Very poor service and lacking empathy
I have had nothing but unreasonable delays, orders for customised items being lost and lack of attention to detail re assessing our needs. Administration staff lack empathy are not prepared to follow up or escalate urgent needs. Communication with us as NDIS participants is appalling
I had a product delivered today by the manager of Aidacare Toowoomba and his assistant. To say I was shocked and disgusted by their rude and arrogant service would be an understatement. I was belittled and mocked by them both simply for asking what I felt to be reasonable questions to get the product in place. At one stage the manager even made a comment along the lines of “I don’t need to hear your personal problems” when I commented about them making a hard situation even harder. I am quite amazed that this is who Aida Care are happy to have ...representing them in the community. I had told them I would be putting in a complaint about their behaviour the manager said “that’s ok” he even made A comment as he read over my shoulder “not to email her, she’s just the office girl, she can’t do anything. Email ..... instead”. I fail to remember a time when I have ever received such poor customer service. It is safe to say I will never use Aidacare again. I thank NDIS for the product but if these are the companies who they have representing them, something needs to be done and these businesses need to be held accountable for their behaviour.
Never got close to it
I rang them to verify they had the item (mobility scooter bag) and check the price item SCA668340
Went in to put an order against my NDIS plan. They wrote notes and told me they would fill out the paperwork later. Many days later they delivered the wrong bag, a much smaller one. I sent it back. They wanted my email so they could discuss selling me another bag. Then they wanted another $80 for the same bag
Update of FIRST Review
I posted a review last month (November 2020) on my negative experience with Aidacare Port Macquarie..
Head Office contacted me and asked questions about my recent experience with that particular store , they told me that apart from myself there were 3 other customers they were in touch with . They asked me what had happened as they only got a' 'vague response from the store manager'' when they contacted him. I told them what took place , without any embelishments , just the straight facts . They said that it seemed to them that there is issues...
Poor quality product, poor quality service
Purchased an Aspire day chair in November 2018 after having a spinal fusion. It was quite expensive but decent for the minimal use it received. It has always been taken care of and treated well. In the last few weeks, the material on the arms started to crack and chip.
My first contact via the web to have this looked at resulted in a call and a time for an inspection was organised. I took half a day off work to make sure I was home. I received a call in the morning that the appointment was cancelled and to call back to make another appointment....
What a joke someone is going to get hurt through there negligence
My ot arranged for me to test the equipment at home which was all good now that things are wrong they dont care at all been trying to arrange to get them to look at there problems that have been waiting nearly a month . And got told on the first time ringing that they would be here by end of week as travel past my house weekly to other clients but never happens . The hoist only got used for a week before spanner light came on and stays on . Dropped off a toilet shower commode and the wheel was about to fall off still don't care at all . And ...my manual wheelchair seat cushion is to long and hurts my knees . The wheelchair is to wide and the headrest bracket was put on so it was pushing into your back . So please do yourself a favour and stay away its not safe and don't care at all or would stand behind there products especially when new
Frustrating and incompetent
My profoundly disabled client has been in a broken chair(that Aidacare managed to make worse), now held together with gaffa tape and luggage strap whilst the 12 month plus wait for electric chair (paid in full upfront big $) ...where is the care in Aidacare?????
Apalling service don't buy from these people
My mother ordered a scooter from the Acacia Ridge store. She had a demonstration on December 20th 2018 and ordered it and did not get her mobility scooter until June. She received no notice of delivery so was not there when it arrived. It was not set up. After repeated phone calls an appointment was made on 1 August which she had to cancel due to unexpected surgery. She was advised a new appointment would be made to set up and show her how to use it. A follow-up phone about 3 weeks ago and again she was assured an appointment would be made. Apologies were offered for the terrible service. Nothing has occurred since this time. I will be taking the matter up with the Office of Fair Trading.
Service is disgusting
ACACIA RIDGE: Abysmal phone service and maintenance services with promises to call back and then no one does. I've had to ring 7 times to chase this matter up over 3 weeks now. Phone calls are not returned.
Mechanic finally comes Monday. He fixed it only for it to break again with the same thing 2 days later. Another phone call back for him to come back and another 2 days waiting for someone to call. I ring again mid afternoon Tuesday to be told someone will ring me back and I said no I will sit and wait for someone to talk with me now. I waite...
Unethical Company, deceitful and dishonest. Their reputation on Seek is deserving.
I went to the Brunswick head office for an interview. They are currently advertising for Technicians. They advertised the job at a certain salary, but when I arrived and interviewed I found them to be including a company vehicle in the salary and paying a dismal wage as a result. Even though I specifically told the job agency I wasn't interested in poor wages, they still mislead me and I drove 3 hours return for this interview. A disgusting way to deal with anyone and I hope your company treats it's customers better than it's staff.
This store (Toowoomba) seems to be one of those businesses that sees the NDIS as a cash cow.
My OT ordered on my behalf a motorized scooter, memory foam mattress topper and walking stick and that is when the trouble started.
On the first attempt to deliver the topper and stick it was discovered that the items were not what we ordered and hen this company was informed they tried to spin the blame back on me the customer.
5 weeks later the proper items where delivered after we continually chased them as they made no attempt to keep us informed...
AIDACARE Poor service and paid in full before they complete or supply - don't know their job- never
A $15,000++ electric wheelchair from Aidacare and we have issues with charging the batteries and they refuse to rectify the problem saying it is not their problem but the manufacturer but the manufacturer says it is the retailers responsibility to fix the issue for the retailers customer.
When they supplied the chair they were supposed to supply clamps to hold the seat. The retailer didn't bring the clips and took them off my manual wheelchair. Aidacare latter brought only two of the clamps for a four clamp seat. Very disappointed.
The ch...air itself is poorly designed and the steering is not intuitive - it can't be easily reversed - very poor design. Because the agent could not manoeuvre the wheelchair we requested a steering lock which Aidacre did not fit and they latter wanted to charge $959 instead of the original $670 quoted QTE000268144. The manager has been rude and abrupt not wanting to make the required changes and seems happy the chair will run for only an hour per charge where it should get 20km to 25km (2 to 2.5 hours of running). The charger can not complete a charge and while the local agent wanted to fix the issue, the manager wants it dropped. The matter was taken to fair trading and Aidacre refused to co-operate. Next viable option is the Magistrates Court. Do not deal with these people - they are not familiar with their product, the agent that tried to fit the chair couldn't do it properly and they are in no hurry to do the right thing.
Ordering of parts
Needed a hanger moulding part and staff said should take 3-5 days. Its been 3 weeks haven't heard back after numerous attempt to follow up.. staff sloppy & disinterested
They came to my assistance.
The staff at Kings Meadows Aidacare in Tasmania went out of their way to ensure my needs were met.
The service I received was professional caring and efficient and I would highly recommend the staff and management.
Aidacare - Great service
I guess people who've been let down have a greater incentive to write a review, but every now and again you meet with great service that definitely deserves a very positive review.
A family member who is a long time wheelchair user needs a replacement for an ageing electric wheelchair and was having enormous trouble finding a suitable one, because of very specific needs. Fortunately Aidacare in Adelaide offer a magnificent service where their OT Lorien will bring a demo wheelchair to the home to check its suitability where it is likely to be used most. Lorien visited for two hours and was enormously thorough and practical. The result is a specification that is ideal.
After my previous review regarding my frustration with my and my OT’s after sales dealings regarding a second cushion covers not received I have great news.
I was contacted by head office who went through the process that should have been undertaken initially and I finally have my cover.
While you can’t always rely on having great staff interactions I am very impressed with the follow up and resolution that ultimately occurred.
I now say give aidacare a go
Questions & Answers
Please tell me why nobody has contacted me regarding the disgusting chair that should be perfect for $4,700+ but it is so uncomfortable and nothing like what I sat on in the Cheltenham store because that was the most comfortable chair I have ever sat in. Why? Please tell me why? I will take this to the media and to consumer affairs and my disability advocate.
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