Mobility Equipment Hire Direct Avis 

I hired a wheelchair, when i unfolded it it was broke. I immediatly phoned the company, they said it was my fault, i did not even use it!!! I did not get a replacement or my money back. No they reserved a lot of money on my creditcard without my permission!!! Dear people think first before you hire something at this company!!!!

**DON'T USE – ESPECIALLY IN LANZAROTE. TRY RINGING THEM BEFORE YOU BOOK.**

I would strongly advise anyone relying on essential mobility equipment in Lanzarote to be extremely careful.

I booked and paid for a Sara Stedy more than three months in advance for my wife, who has advanced MS. I was only told the day before we travelled that it wasn't available. No photograph, make, model, dimensions or proper details of the replacement were provided.

What arrived from the local supplier in Lanzarote was a completely different, large standing hoist that was unsuitable for my wife's needs.

For a disabled person, this isn't like being given a different model of hire car. The correct mobility equipment can determine whether someone can transfer safely, use the bathroom and maintain basic dignity and independence.

The biggest problem in our experience was the local supplier in Lanzarote. Communication and support when we needed help were extremely poor. Trying to sort out essential disability equipment while already abroad was incredibly frustrating and ultimately had a significant impact on our family holiday.

Mobility Equipment Hire Direct did eventually provide a partial refund of approximately one-third of the hire cost, which I think is fair to acknowledge. However, that doesn't undo what happened or the difficulties we experienced.

**If you're considering using this service in Lanzarote, try ringing them before you book and see how easy it is to get through. If the equipment is essential, get the exact make and model you will receive confirmed in writing beforehand.**

Based on our experience, I would not rely on this service in Lanzarote again.

I hired a portable scooter to be delivered to Ireland, original shipping price £37:00. I was rung thd day before i travelled stating the shipping fee had gone up by another £45:00 ! advert showed 3 scooters i chose the smaller one as i knew how this came apart & that it would definitely fit in my boot. I was arriving via ferry so scooter was to be delivered after 15:30 ( arrived at 09:10, luckily a relative was in to accept it) i emailed the company as soon as i saw the scooter as it was definitely not the model i had ordered but a much larger one, definitely not fit for purpose!! 24 emails have gone between myself & the customer service & i use that term very loosely. I explained that the scooter was not fit for purpose & i had not ordered that model. I was eventually told that the model i had originally clicked on aas not available in Ireland, had this been explained at the time of booking, payment or phone call for extra shipping payment i would have cancelled.
Today is collection day supposed to be between 09:00-17:00 hrs its now nearly 17:30 & no-one is answering emails or phone calls. Im leaving Ireland at 05:30 in the morning. What would they like me to do with there scooter ????
Absolutely disgusted with ghem,
What was supposed to be a stress free break for my parents 60th wedding anniversary has been ruined totally, i am requesting a refund due to there false advertising of equipment

We previously hired a manual wheelchair for my father-in-law on a cruise, and it was okay, so this time we hired an electric scooter for a special cruise celebration. Sadly the scooter did not run properly, there was clearly something wrong with the wheels, making life very difficult. We sent an email, but they said they never received it. They then said they would talk to the supplier, but never followed up with us. I felt that as a gesture of goodwill we should have had a partial refund, but they are just not interested. We'll be looking elsewhere next time.

Extremely poor experience – I would not use this company again

I hired a mobility scooter from Mobility Equipment Hire Direct for a 28-day stay in Cascais, Portugal. I was recovering from a broken foot and genuinely depended on the scooter for my mobility.

The scooter suffered a steering failure on Saturday evening and became completely unusable.

What happened afterwards was, in my experience, completely unacceptable for a company supplying mobility equipment to people who may depend on it.

I immediately tried every contact method I had been given. I repeatedly called the Portuguese supplier, called the additional numbers provided, sent WhatsApp messages and emails, supplied photographs and the exact location of the broken scooter, and called the UK emergency number.

Nobody was able to help me.

Most concerningly, my booking documentation specifically instructed customers who could not contact the local supplier to call a “24 Hour UK Answering Service.” I repeatedly called that number and received no assistance.

I was left in Cascais with a broken foot, without the mobility equipment I had paid for, and physically unable to move their broken scooter myself.

The following morning I emailed again explaining exactly what had happened and asking for three very simple things: confirmation that the broken scooter would be recovered, confirmation of when a replacement would arrive, or an explanation of what alternative arrangements they would make if they could not replace it.

Still no practical solution.

I eventually had to find another mobility scooter company myself. Remarkably, I found a local company on a Sunday that responded immediately and supplied me with another scooter at very short notice.

Mobility Equipment Hire Direct’s replacement would not have arrived until Tuesday morning – more than two days after the original scooter failed.

By then I had obviously already had to make alternative arrangements.

The subsequent handling of my complaint was equally disappointing.

The company tried to characterise the situation as me simply refusing their replacement and terminating my rental early. That completely ignores the sequence of events: I repeatedly asked for help and a replacement when the scooter broke on Saturday. I only declined their Tuesday replacement after I had spent more than two days without their equipment and had been forced to find another supplier myself.

One of their representatives actually apologised to me in writing for the “poor service over the weekend.”

Even more remarkably, I was subsequently told in writing that:

“There would never have been an exchange available over the weekend, even if the phone had been answered.”

That is particularly concerning given that their own booking documentation directed me to a 24-hour UK answering service if the local supplier could not be contacted.

Their own terms also state that in the event of equipment damage or breakdown their “best endeavours” will be made to repair or replace it.

In my experience, being unable to reach anyone capable of helping when essential mobility equipment fails, followed by waiting until Tuesday for a proposed replacement, fell a long way short of the service I reasonably expected.

They also subsequently suggested that perhaps I had hit something and caused the steering damage. No evidence was provided to me to substantiate that suggestion; earlier correspondence said that the cause of the malfunction was still going to be investigated by the workshop.

I paid £704 for the booking.

After considerable correspondence, the company refunded £322, which I have now received. I asked them to refund the unused hire on a reasonable pro-rata basis, while still paying for the limited period during which I actually had use of a functioning scooter. They refused to refund the remaining amount I requested and ultimately told me that their position would not change and that they would not respond to further emails.

For me, the fundamental issue isn’t that a scooter developed a fault. Mechanical equipment can break.

The real test of a mobility equipment company is what happens when it does.

When I genuinely needed assistance, the emergency arrangements provided to me did not produce any practical help, I was left without mobility for the weekend, and I ultimately had to solve the problem myself by finding another supplier.

Based entirely on my own experience, I would not use Mobility Equipment Hire Direct again and could not recommend them to anyone who genuinely depends upon rented mobility equipment while travelling.

Booked and paid for a mobility scooter from the Glasgow branch of this company a month before going on holiday. They called me to verify and all was ok. Arrived this week and waited for scooter to be delivered. It didn't arrive! Asked the reception staff at my hotel to call the number supplied to me to speak to the local company supply the scooter. I was told that they had no order from Mobility Equipment Hire Direct Ltd. Then the fun started. I tried contacting Mobility Equipment Hire through their WhatsApp number. Took a whole hour before they decided to read my messages. Then I got a story of how they had found out that morning that the scooter wouldn't be supplied. Did the contact me? NO! I was eventually given a apology, 2 phone numbers of mobility Hire companies in Spain by them, both didn't have anything available because of short notice, and told they couldn't do anymore. Well my hotel were excellent. They arranged a mobility scooter for me to be delivered next day for same period of time at a cheaper price! Didn't matter what weight or height i was, it wasn't an issue. I even think it was the same company that MEHD used! My holiday was saved by the excellent hotel staff. I'll never use Mobility Equipment Hire Direct Ltd again and hope others read my experience. It makes more sense to contact your hotel and ask if they can supply a scooter. Cheaper and safer.

I’ve used this company twice for a trip to Florence. On both occasions, the rollator arrived well before we did and was promptly picked up when we left. The only slight negative was the brakes aren’t always great but the cobbles are hard going on any equipment. It didn’t pose much of a problem. They were really good value for money too. We will definitely use them again on our next trip!

Pre-booked a mobility scooter to arrive very late on the evening of our arrival in Krakow, but unfortunately it didn't arrive until early morning the next day. No great problem and the company kept me informed all the time. Once it arrived, it was demonstrated, and explained to me. The scooter was handed over to me fully charged and clean. I had no problem with it at all, and left it with the hotel staff when we departed. On the whole a very pleasing experience, and I will definitely use this company again in the future.

We had an electric lift chair delivered to our hotel and the process was straightforward and flawless. The chair was in the room when we arrived and was picked up shortly after we left. It made a world of difference.

Rollator arrived at hotel in good time and in perfect condition.

An excellent, reliable service.

A very efficient caring and helpful company. A pleasure to do business with

All equipment was delivered to the correct destination at the right time with no fuss

One week before holiday I was asked to pay extra not very professional

This company had a very quick response time to questions. Where very friendly and helpful every step of the way taking a lot of stress out of our holiday. The scooter was waiting in the hotel lobby on arrival and returns were just as easy.

Will use these again for when we return.

I spent 2 weeks providing all details and paid for 2 scooters at £366 for both and after I had paid and with only a week to go before the holiday I was told of a delivery charge (they advertise as delivery and collection included) of - wait for it - £133!
Luckily I found an alternative and was able to cancel - so - shop around- they are more expensive and either don’t know what talking about or misleading advert
I got it for 310 including delivery from another company!

Excellent service. easy to deal with and order. Support where needed. Never had any problems - great service.

We had an excellent experience with Mobility Equipment Hire Direct. A Profile bed, air pressure mattress and hoist was delivered and set up in our friends house near Bath to enable us to visit for a week.
This is the third year we have used Mobility Equipment Hire Direct for this visit.
We have always had excellent service with high quality equipment delivered and set up on time.
I highly recommend this firm, without any reservation.

Would highly recommend Mobility Equipment Hire Direct. We hired a mobility scooter in Porto. It was delivered to our hotel and picked up at the end of our holiday. The service was very smooth from beginning to end. Thank you very much

Excellent service. A good scooter was waiting for me at the hotel when I arrived. Couldn't fault the pleasant service.