Prism Medical UK Reviews 

We had a brilliant experience with Prism as the engineers were great people explaining what they were doing fixing the hoist cleaning after themselves and explaining how to use the hoist. The guys were very thoughtful in closing doors to keep the noise down as my mother is 90 years old. I would highly recommend them to anyone.

Clear communication & time keeping. Informed of Appointment date & time & never changed. Lovely workmen & considerate.

The guys who delivered and fitted our daughters hoist were great. Very efficient and talked us through how to work the hoists, including what to do if system failed for any reason. They cleaned up after they had finished too.
The hoists now mean our daughter can now have a proper shower for the first time in over two years.
The bedroom hoist has meant she can be transferred from bed to comfy chair, or wheelchair without any hassle. Brilliant service, would recommend

Hi I got my stair lift installed just over a month ago, it is a true god send for me, and my daily activity. the young man who installed it, was very good, a very clean and tidy worker, very knowledgeable and was very polite to chat with. They even fitted me a bath chair in, that has now helped me to get a shower sitting down. With emphysema having these two items have really helped in my daily living. I would highly recommend prism as they were true to there word, did a sterling job, and sorted me out with the stairlift having previously been told by another company that it wasn’t possible to fit one in. I had a small problem today and within 3 hours I had it repaired. Thank you Prism for giving me a better life than I had

As a dealer for Prism, I can confirm they've had issues in the past, but they are making an assertive effort to right those weaknesses in their business strategy.

I have worked closely with Leionnie, Courtney, and Stephen over the last year. The difference is light and Day.

We have numerous examples of customer service going above and beyond, such as Delivering Commodes to private customers within 48 hours in emergencies and urgently despatching replacement parts to resolve technical faults.

So, before you assume from the past reviews that this is Prism's modus operandi, think again! Give credit where credit is due; they are positively going forward.

Furthermore, they are British, and we should support our British manufacturers, right?

ABSOLUTELY DREADFUL!

Customer Service is awful, no compassion or care about the problem you have got. My Mum has MND and her hoist H system stopped working and she is imobile. The lady at the end of the phone, had no care or concerns about that at all. She then said we need to try and resolve over the telephone as an Engineer coming out would be a long time. So, how on earth do they expect my Mum to get from her chair/bed to the commode with no hoist? I complained and said that is not good enough and this should be dealt with a lot sooner but she just continued to speak over me to the point I was not getting anywhere so I put the phone down. So rude and the engineering service is clearly awful. AVOID AT ALL COSTS!

The company is fine when your stairlift is in working order.

If u have problems you will be in for a long wait.

Last time it broke my mum had to live in her bedroom as she couldnt get downstairs it took wks to get fixed
You have to wait for an engineer, then the parts which come from Holland.
It went on so long i had to get my local MP to chase them up.

This time round it broke we asked for a repair man but when we asked for an engineer the office said oh we can talk you through the repair over the
phone
in other words my Stepdad fixes it
which he refused?

When some1 came out a said it couldnt be fixed an the part will be coming from Holland. 1 to 10 days wait.
So had to put my mum into respite care for a week
They came yesterday to finally repair an said the Parts damaged
Guess what
We got to wait for a new part to be sent from Holland????
Not great for some1 who is wheelchair bound

Unbelievably shocking service. An engineer came to inspect a total of 10 hoists that were shown to him. However, he only inspected one hoist. Upon noticing stickers from another company on the hoists, he decided to leave without asking any questions. We paid for the service for all the hoists, not just one. The engineer did not raise any concerns while on-site, which is below any professional standard. He sat in the van for an hour before ringing the doorbell, inspected one hoist, and later we discovered that he spent another hour sitting in the van.

Understaffed and poor communication and ultimately, extremely poor customer service and satisfaction.

Cold calling. Found my mobile number somehow; we have various aids around flat. Cut off before caregiver reached it.
Invasion of privacy, preying on vulnerable individuals. Nasty business practice, matched by some appalling treatment meted out to clients, judged on their views of other reviewers here.
Potential customers - no smoke without fire, 'caveat emptor'.

Failed four times, yes four times to attend an appointment. Day 1, waited in all day, days 2, 3, and 4 waited in all PM. Today the engineer was sent to our residence without an appointment, consequently we were not in! I hasten to add that this is not the engineers fault. When phoning Prism the attitude of the person answering was absolutely appalling, it was if it was our fault that the engineer couldn't attend. On the second call to Prism today, after not being told about his visit, still no apology! Absolutely appalling company who make life difficult for their engineers. I get the impression the office staff haven't got a clue, and a " I couldn't care less" attitude as to what the engineers do and the effect on customers, and how long a job will possibly take and the time and distance between jobs.

As demanded by arrogant Prism to reply within 72 hours otherwise my report would be disregarded and deemed to be untrue.!
I am a Clarion Housing Resident in Surrey.
Monday 2 September. Stairlift inspected and found to be defective requiring new parts.
Tuesday 17 September. Day new parts are supposed to be fitted. During the day the engineer telephones us to say he doesn't have the parts!
Thursday October 3rd. Wait in all day! At or about 1400 hours telephone Prism to see if the engineer was going to be with us that day. Told he would be with us in 30 minutes. The engineer did not appear, but he had the decency at 1630 hours to phone us to say he was stuck in Bournemouth.
Monday October 7 wait in all afternoon, again, but no one had the decency to telephone us. I call Prism and speak to what can only be regarded as a very arrogant lady who was totally unhelpful and who would not know of the meaning of word apology!
Wednesday 16 October, again wait in all afternoon without any contact from Prism!
From this point we had given up on this dreadful company.
Thursday 24 October. Arrive home at 1120 hrs to discover the engineer had called. We had not been given any contact on this appointment what so ever. The decency of a telephone call warning us of the engineers visit was not made. Our telephone told us that no such a call had not been made in the previous days from Prism.
Wednesday 30the October. Sat at home waiting for the engineer as I write. Pointless in crossing our fingers!

This is the worst business I have ever had the misfortune to have to deal with
The long and the short of it that cancelled my wife’s warranty on june 2nd but forgot to tell my wife until the 19th of July prism claim the warranty was cancelled for a breach of the terms and conditions that they have never give us a copy and still refuse to do so
This left a palliative care patient unable to attend her treatment that keeps her alive
We received no empathy from the complaints manager who at one time cut my phone call off so he could catch the early train
We offered to pay for the repair until the warranty issue was resolved complaint manager said he would sort this on the 18th at 11am but left it until it was to late on the Friday to arrange a local engineer to attend before the weekend so another treatment session will be missed
When the engineer attended in June to the same fault he underhand and secretly without permission took photographs in side our home
Do yourselves a favour and don’t use

Worst company I have ever worked for and they don’t treat engineers and employees right - stay well away!

I have never in my life had so many issues with one company. I have a stairlift installed by them. They ring constantly to arrange services that aren’t due and when they are due they don’t turn up, aren’t trained, don’t understand the job. Today, I had a job booked for a service this morning and they’ve turned up an hour early and then claimed he isn’t trained in my make of stairlift so will rebook. They claim to operate a 24/7 call out and never turn up if my breakdown is past 10pm. I’ve spent 3/4 nights on my sofa. Their customer service is awful, their engineers apart from the odd one are totally useless. I will now be contacting trading standards about this company and strongly advise against using them at all.

We have had dealings with Prism Medical since 2020 and now regret ever having heard of them. Their after installation service leaves A LOT to be desired. They know equipment needs servicing every 6 months yet it ALWAYS comes down to me ringing them to arrange rather then ringing me. They were recently booked in to install an electrical spur for a 2nd ceiling track hoist, the 2 man team that turned up were NOT electricians. This for me is the straw that broke the camels back.
More info - Since the 22nd September 2023 I have been going round and round, backwards and forwards, from pillar to post. I have been referred by Prism Medical to the Isle of Wight Council and by the Isle of Wight Council back to Prism Medical over servicing of a hoist installed in the bathroom of my property in 2020 for the use of an individual I care for. Prisms after installation service following this installation was terrible. They know hoists need checking every 6 months, yet it was always down after I had chased them up.
In Sept 2023 they installed a 2nd hoist in my property and only now am I aware that due to this hoist having a standard warranty that no services will be carried out.
The Isle of Wight Council tell me they are also unaware of these conditions set by Prism Medical.

13th October and the stairlift which broke down on 20th Sept is still not working. We have had 4 visits from engineers to no avail. They don't seem to care & avoid ringing us

Without doubt this is the worst company i have ever had the misfortune of having to deal with. The staff at their call centre are the rudest most unhelpful people, they seem to go out of their way to be as rude and surly as possible. Avoid Prism Medical.

I wish we had not chosen this company to install our ceiling track hoist as the after-service from them has been awful. Their internal communication and organisation is atrocious. We had a problem with the charger several years ago. The first engineer that came out said that the repair required 2 men as the whole track needed to be taken down. On multiple occasions, Prism sent just one person to do the repair. In the end, one man did the repair on his own and I’ve since been told that the way it was done is potentially dangerous.

I’ve been fobbed off by engineers about a minor ongoing fault with the charger for some time. At the last service in March, the engineer acknowledged that there is a fault. He thought it was simply a loose connection which he fixed. However, that did not resolve the problem for long. I am still waiting for the repair to be done. The next service is now due and I will be looking for a different company to take over the service contract.

I’ve also had no-shows from engineers and had to have a repeat visit to complete the last service as the hoist needed a replacement tape to comply with the latest regulations, but the engineer didn’t know this on his first visit.

Avoid this company.

We've been waiting for a part for a stairlift for one week. The engineer was supposed to be coming this afternoon to fit it. No-one arrived so I rang the office. Apparently, the wrong part was sent and this was recorded on their system this morning at 8.30 - no-one told me so I went ahead with my planned afternoon off in order that I could be at mum's as she has alzheimers and needs someone with her when people come to the house. This is the most recent in a long line of shabby customer service from this company; you have to consistently chase them for information and when they do tell you something you can't rely on it. I heard they had the local authority contract.....maybe that's why they don't care - they don't need to! If you're looking to buy privately, go elsewhere. Prism Medical are disorganised, slow and incompetent.

Stay Away.
Stay as far away from this company as you can.
They employ arrogant, ignorant rude installers and engineers. Never listen to instructions or requirements.
Take no action when being instructed whatsoever.
Stay well away.