Bought a 2 in1 walker wheelchair from… Bought a 2 in1 walker wheelchair from lane Cove, footrest broke after 2 days, emailed issue with pictures to showroom, Response from showroom was sent issue to service team. Tried following up status, two separate ppl replied with same note, issue with service team. Called service team, advised I am in queue, no clear advice on when would be resolved. On the meantime I have an unusable wheel chair limiting access. This is not good enough, I even suggested I pay for a replacement until issue resolved.

CONFIGURA LIFT CHAIR. INFERIOR PRODUCTS NO AFTER SALES SERVICE CONFIGURA RECLINER LIFT CHAIR DO NOT BUY! Abolute waste of money. Cost $4000! Problems 1.The fabric almost disintegrates after 3 years. The manufaturer knows this which is why they only offer 2 year waranty. 2. The chair makes a very loud groaning noise (which actually sounds like someone is passing wind) when the recliner is going up and down. Very embarassing if you are on the phone! 3. The stuffing in the pillows is hard to get to a comfortable level. 4. The back pillows dont seem to fit the chair frame properly None of the above issues were obvious on the chair in the showroom. I emailed the manufacturer (Enable Life Care) and the supplier to me (ILS-Independent Living Specialists), and received the following response from Enable Life Care (manufacturer)..... "The Vapour Permeable material on the top of the armrests, seat cover, and backrest pillows is prone to wear and tear. Replacement parts are available." I responded...... "Thank you for your prompt reply. If it is a well known fact this fabric only lasts a short time it should be made clear to the customer prior to purchase and stipulated in your brochures for honesty and transparency. I never would have bought this if it meant my mother had to continually replace it! I feel like this is another example of taking advantage of the elderly and disabled. I will be active on social media and via online product reviews to ensure other people aren't misled like I have been." After leaving a voicemail message and emailing ILS I received no response. 2 weeks later I phoned once again and my call went through to the service centre voicemail. I immediately called back on the sales line and not surprisingly, the call was answered. Just goes to show they are not interested in after sales service. Unfortunately they referred back to the manufacturer and I received the same response. I am now waiting for a quote for cost of repairing the chair (which I will not be doing).

EXCELLENT Service at ILS Ballina NSW ILS Ballina NSW. The staff at ILS went above and beyond to help us make the best of a bad situation. Following an accident the day before our holiday, we needed to hire mobility equipment to be able to attend a music festival. The friendliest staff ever at Ballina made it comfortable, realistic and easy for us to get the equipment we needed, offered to come back on a public holiday if needed and generally made us feel positive about our situation. The equipment was in perfect condition and worked extremely well over our hire period. Can't thank the team enough

Don't try to get a refund when they make a mistake! I hired a wheelchair for my husband while we waited for NDIS approval to buy one. It was $50 a fortnight, taken via direct debit from my credit card. On November 16th I cancelled the direct debit as we got the new wheelchair. Asked them to check that it was cancelled. On November 22nd $50 was taken from my credit card which made it overdraw. Numerous phone calls and emails, and it is now December 4th - I am still waiting for my refund. Had the apology and the promise that an extra $50 would be added to make up for the inconvenience. Now I've been asked for my bank details because apparently my credit card details were removed - so does that mean they don't have the original hire document.... with all my credit card details?? And they apparently only process payments on Thursdays so MORE time to wait. Absolutely unacceptable. I am beyond frustrated and angry - not my mistake, I did everything right.

Poor service, faulty product Unfortunately I am forced to write an unsatisfactory review on ILS, due to the recent experiences my elderly mother and I have had with the company. It is with great disappointment and frustration that I find myself compelled to write this letter of complaint, as the level of service we have received from ILS has fallen far below any reasonable standard. In September 2023, we made the decision to purchase a new walker from ILS for my elderly mother, hoping to provide her with the support and safety she needs to navigate her daily life. Unfortunately, our experience with ILS has been nothing short of a nightmare. In January of this year, we reached out to request a service call for a handbrake repair on the walker. Little did we know, this was only the beginning of our ordeal. Almost two weeks later, in late January, one of the wheels of the walker unexpectedly fell off, posing a serious risk to my mother's safety. Despite numerous service requests made thereafter, it took an egregious amount of time—almost two months—before the initial wheel repair was finally addressed under warranty in late March. However, our relief was short-lived. Less than two weeks after the wheel was supposedly repaired, it fell off again, leaving my mother in a vulnerable and distressing situation. The fact that this happened not once, but twice, is utterly unacceptable, especially considering the high risk of falls my mother faces. As a company that specializes in providing aids for individuals with disabilities, ILS has failed miserably in fulfilling its duty to ensure the safety and well-being of its customers. The lack of reliability and effectiveness in your products and service support has not only inconvenienced us but has also endangered my mother's health and safety on multiple occasions. I cannot in good conscience recommend ILS to anyone in need of a walker or service support. The level of incompetence and disregard for customer satisfaction demonstrated throughout this ordeal is simply appalling. It is my sincere hope that you take immediate and decisive action to rectify these issues and prevent similar incidents from occurring in the future. My mother and I deserve nothing less than the assurance that she can rely on her walker for stability and support without fear of further accidents or delays. We are now awaiting a prompt response and resolution to this matter.