“As an active 87 year old, I wanted an alarm that would work in my garden. The advertising literature says it is suitable but I have an old house with thick walls and it can't detect the pendant. I explained this to the LifeLine operator on the phone before I ordered it and he said that I could return it if it didn't work. I duly paid, found it didn't work and returned it. Over a month later and I am chasing LifeLine for my money back. They have prevaricated and now I am told that I will get a refund minus the £35 set up charge. That wasn't explained to me when I ordered it! Disappointed and annoyed with LifeLine.”
Dear Ms Gibby,
Thank you for taking the time to leave your feedback, it is greatly appreciated.
I am sorry to hear that the alarm did not work outside of your property, however, in some cases such as yours, if the walls in the building are too thick they might prevent the signal being transmitted from the pendant outside of the property through to the alarm box.
I have looked further into the refund you have been issued and on this occasion as a gesture of goodwill I have arranged for the set up fee to be refunded to you, this will be processed shortly.
I am sorry for any inconvenience caused and do hope this resolution is to your satisfaction. Should you have any further queries, please do not hesitate to contact me.
Kind Regards
Anny
Dear Mr Paul,
Thank you for your feedback.
I am sorry to hear that the fall detector is not fully functioning.
I can see that you have reported the problem with the fall detector to myself on Saturday and we have tried to carry out a drop test, however, as per our discussion, it is very difficult to replicate an actual fall.
Replacement pendant has has been requested and posted out on Monday on the next day delivery service. In the meant time the button on the fall detector can still be used should the alarm user require assistance.
Please accept our apologies for any inconvenience caused.
If you wish to discuss this matter further or have any other queries, please do not hesitate to contact me.
Kind Regards
Anny
“Really, really pleased with the prompt service provided and the simplicity of setting this up. It was despatched within an hour of ordering it and gives my family peace of mind. Staff were polite and helpful. Well done to everyone concerned.”
“Alarm arrived within 24 hours of ordering, the forms to fill in are simple and asked for all the relevant information. I twice rang the office and received prompt and helpful information. The alarm was easily set up and perfect for my elderly father.”
“Slight confusion I was under the impression I was getting a wrist piece as to a pendant not sure where I went wrong on ordering but customer services very polite and helpful. Maybe the ordering could be a bit more straight forward”
“Needed peace of mind for elderly parent in own home following a fall.
Ordering process and set up simple and quick.
Easy to use in the event of an issue and confident patent will be safe from.now on”
“Easy to set up and very helpful staff. I now feel safe and can relax knowing that if😰😷 anything should happen to me I will have help on hand. Thank you.”
“Simple instructions for set up, easy to install and test. Call centre staff very polite and helpful , would recommend to anyone with an elderly relative”
“I purchased lifeline on the advise of a friend and found the ordering system relatively easy, the alarm arrived the following day and the set up was very simple. My wife who is partially sighted and of a nervous disposition now feels safer as she can call for assistance if needed if I am not at home.”
