“Ordering and delivery processes were excellent, though I did get a bit irritated with so much repetition required in the new client information form. It took about an hour to complete.
Thereafter the service received was excellent. I had an installation problem which was effectively dealt with by the people at the other end of the line.
So far I have not needed to use the service. Long may this situation continue . Meanwhile it provides much needed reassurance to me and three children.”
“Excellent service kit came next day. All set up and working within 24hrs very helpful staff member on the end of the phone when system activated.Easy to set up as well.”
“All very compact I’ve returned yesterday the form all filled in and signed so waiting to hear from you to start-up for me to start feeling more secure & reassured for my safety & well-being. Thank you”
“Having Lifeline gives me the confidence to carry on with my life knowing if I have an unexpected health problem, no matter where, I have reliable help to call upon!”
“Firstly I would say that I have arranged the life line for my mother. She is totally unable to set this up for herself.
After it was delivered to her home, I connected the wires etc and then followed the process, the people on the other end of the calls were very helpful and explained what we needed to do brilliantly so thank you for that.
I also fitted the outside key box.
However, when setting the system up on line, I paid for a year including a set up fee, ( not quite sure what the set up fee was for apart from the calls after I physically connected the box etc) and within the process of applying had to arrange a direct debit. I had already paid for the year. So not entirely sure if the DD will take money from my bank even though I had already paid. I was able to use the internet help line to notify you of a couple of changes required as the key box code could not include 2 of the same numbers. This help was efficient. I didn’t know I couldn’t add the key code this until I received the box.
So far however I have full confidence in having the system to help both my mum and dad, I felt pressured into setting up the DD and was unsure what the £35 set up fee was for.”
Dear Neil,
Thank you for your review and for bringing this to our attention. It is always beneficial for us to receive feedback so we can ensure the issues you have raised are made clearer to our customers going forward.
The setup fee is a one-off payment that covers everything we do to your system to make sure it is ready to go when you receive it. This includes the linking of equipment, programming the system to call the correct numbers for our Alarm Centre, and rigorous testing of the alarm to make sure it works clearly and connects successfully. It also covers the administration costs associated with starting an account on our Alarm Centre's systems and any further administration or shipping costs for the lifetime of your account.
We arrange our systems this way as it means you do not need to wait for an engineer. The alarm can be sent out with a next day delivery and plugged in immediately the following morning. Due to the current circumstances, we are unable to send anyone into our customer's properties to fit the alarm. Whilst generally this is not needed, I do acknowledge that offering an installation service could be helpful for many of our customers and I have raised this to our management team for further investigation.
In regards to the Direct Debit, we typically arrange for an automatic subscription to avoid any breakages in the coverage and because the system is provided on a rental basis. However, should you wish, we can certainly cancel your Direct Debit and instead our accounts team can be in touch once a year. Should you wish to do so, please feel free to call our email our 24hour Customer Service line at any time.
I hope this has provided further clarity. I am pleased to hear that you found our team to be friendly and helpful and I will ensure your feedback is passed to them.
Should you require any further assistance, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“Yet to be fully tested but test checks carried out very efficiently by the responders. This system must be less expensive than a care home or a hospital bed!!!!!!!”
“We ordered the base unit, smoke detector and wrist fall alarm for our dad. After making the order by phone, everything was delivered the following day and was very easy to install. When testing the equipment, the Lifeline24 team were excellent. The equipment is simple and straight forward, and the base unit gives clear sound. From the research we did for home care equipment, Lifeline24 seemed to offer the most cost effective solution without complicated payments - the provider that was recommended to us by our local NHS was much more complicated and significantly more expensive.”
“Everyone I have spoken to seems very competent and responded very quickly
An initial problem with the wrong alarm pendant sent was resolved by the next day”
“My Mum paid for a yearly subscription, and our circumstances changed 6 months into the contract and we needed to cancel, and this company does not refund your subscription. They tell you it is because the annual subscription is discounted that you are only paying for 9 months, they still will not refund the amount of credit. When your customer base will be mostly elderly and or vulnerable people who may be on low income this is clearly a scam to make money on such people. I would recommend if you need assistive technology to contact your Local Authority who have a duty to safeguard our vulnerable members of society and will certainly not exploit those in need and will refer you to a reputable company that will have gone through a fair tendering process to ensure that their customers receive a service that protects them. For us as a family that all work in full time employment the monetary value of the refund was not important, just ensuring that our Mum is safe and well is paramount, but if you are considering this for yourself or your family member, I would reconsider.”
Good Morning,
Thank you for getting in touch and for providing us with your feedback.
I am very sorry and very disappointed to hear that the terms of your contract were not made clearer to you. We certainly do not want to leave you with the impression that we are trying to scam our customers.
The system we provide can be very important and even life-saving for many of our clients and we do feel a responsibility to be providing the best service possible.
When taking out our Annual subscription we are able to provide a significant discount - unfortunately, we are only able to do this by organising the year in full.
I have called you directly in the hopes of resolving your complaint. We were able to discuss your problems further and I hope I have been able to clarify the policy a bit further. As an apology and a goodwill gesture after learning that your agreement was not made clearer to you, we have been able to process a partial refund.
Should you need any further assistance please call us. You can ask to speak to me directly should you wish to.
Kind Regards,
Rebecca
“Easy to install, staff very helpful on set up call.
Now I feel more confident moving round the house and garden, as I live alone and am disabled. Thank you.”
“I ordered and paid for the lifeline over the phone but there was no order form but I have subsequently received and completed this. I just need confirmation that it is OK to install the lifeline. I could not complete the order form over the phone as it would not accept the order number.”
