“DO NOT PAY ANNUALLY BY DIRECT DEBIT -
1. Equipment clearly not fit for purpose. Falls detector didn’t go off after a fall where my mother broke her ankle and leg in four places even when she pressed the button repeatedly!! but it is giving false alarms several times a week, all hours of day and night including when wearer is sleeping and the alarm is left on bedside cabinet.
2. Be aware that the prices do increase annually without any pre warning or notification of what the new prices are. It doesn’t mention this on the website when you order. The terms and conditions are not available on the website.
I politely asked if a goodwill refund amount could be offered due to the stress my mum suffered - request bluntly refused. I have also read that others who have lost a relative a month after setting up an annual direct debit do not get a refund. Abrasive and unhelpful online chat staff. My Advice - use a different company avoid this one - I wouldn't give them one star but had to to leave a review!!!”
Good Morning,
Thank you for taking the time to leave your feedback regarding the Service today.
I am sorry to hear that you have not yet found cause to install the Alarm. I have arranged for a member of our Team to get into touch with you to discuss the Service and to hopefully assist with the setting up of the Alarm and the Service which you have been provided.
Kind Regards,
Cordelia
“Equipment clearly not fit for purpose. Falls detector didn’t go off after a fall but is giving false alarms several times a week, all hours of day and night including when wearer is sleeping in a chair not moving.
Abrasive and unhelpful billing staff.”
Dear Nick,
Thank you for taking the time to leave your feedback today.
I am sorry to hear that you have had a negative experience with our Personal Alarm Service.
We have been trying to get in touch to discuss the account and come to a resolution but have been unable to reach you at this time.
As such, if you would like to discuss the matter in greater detail, please feel free to get in touch with us. You can do so by either dialling 0800 999 0400 or by emailing info@lifeconnect24.co.uk.
Kind Regards,
Cordelia
“Be careful!
Cancelled their service as it was no longer required, I informed them via email and phone in good time, they still took the yearly subscription charge without my permission or consent, completely unacceptable and now they will claim it takes 2wks to refund.
Second time posting this review as they had it removed!!”
“Do not use this service, when you cancel they continue to take you money, even after you make it abundantly clear you are cancelling even with 2 months notice, scumbags”
Good Morning,
I would like to thank you for taking the time to leave your feedback regarding this matter.
However, I am sorry to hear that you have been disappointed by the messaging on the website. I can confirm that I have shared your comments with the appropriate departments for further review.
Kind Regards,
Cordelia
“Appalling experience. My elderly mother-in-law's keysafe unit outside her block of flats broke. This was a major concern for us as she has terminal brain cancer and this is how her carers gain access to her flat. We live 200 miles away from her so remedying this was very urgent. We called LifeConnect 24 on a Saturday morning - eventually we got through but the Customer Service Associate (CSA) said although they could send a replacement unit by Monday, they could not supply a fitter until Thursday. When we asked if there was any way this could be expedited he said he would put us on hold while he checked with a Manager. Unfortunately he did not realise that he did not mute his phone, so we hung on for a further 5 minutes while we heard him casually discussing with his colleagues what takeaway he should get from KFC, and when he would be visiting the gym. When he then spoke to us again I asked for his name - and I think then he realised his mistake because he immediately hung up! I called back and a female CSA answered the phone. I asked to speak to the previous CSA but she said he was "in a meeting". I told her what had happened but she said she was unaware of the incident. She was definitely lying because she had just told me she was the only female of the five CSAs working that day, and I had overheard her voice as part of the previous KFC discussion. I asked for the previous CSA's name and she would not give it to me - her reason being GDPR, which is nonsense. Fortunately all calls are recorded, and today a Manager called us to apologise. But really, this is terrible service.”
“First alarm was sent incorrectly
Second alarm was sent with wrong plug
And still waiting after one week for correct plug.
Sort it out guys
Very disappointed”
Dear Angela,
I would like to thank you for taking the time to leave your feedback regarding the Service today.
I am sorry to hear that your expectations for the Service has not been matched by your experience.
I can confirm that I have arranged for a member of our Team to contact you regarding this matter and my records indicate that a resolution has been reached.
If you require any additional assistance, please feel free to contact us again.
Kind Regards,
Cordelia
“I have not been able to use Lifeconnect24 since receiving your product as it came with an incorrect cable. I notified the customer service and have called twice, but I still haven't received correct cable.”
Dear Stephen,
Thank you for taking the time to leave your feedback regarding the Service today. We welcome comments of any nature and I would like to assure you that your concerns will be raised with the appropriate departments.
I am sorry to hear that you are yet to receive the telephone cable as of time of writing. I can confirm that a cable has been posted to you and should be received as quickly as possible.
If you require any additional assistance, please do not hesitate to contact us again.
Kind Regards,
Ash
“On Friday 21st I fell on floor at home while carers were with me. I used alarm and all they would do was to call an ambulance for me. This resulted me being on the floor from 8.30 pm until 7 am the following morning.”
Good Morning,
Thank you for taking the time to leave your feedback today.
I am sorry to hear that your expectations for the Service has not been matched by your experience. I can confirm that I have raised your comments with our Alarm Response Team, who will investigate the matter thoroughly.
Please allow up to 5 working days for this process to be completed and for additional information to be presented to you.
Kind Regards,
Ash
“My machine arrived without any instructions and without the contact form I was promised. I have now had and returned the contact form but still no instructions!!”
Dear Janet,
Thank you for taking the time to leave your feedback today.
I am sorry to hear that your expectations for the Service have not matched your expectations.
I have checked the notes on your account and have verified that the matter has now been resolved.
If you require any additional assistance, please do not hesitate to contact us again.
Kind Regards,
Fiora
“Read the Terms & Conditions very carefully. Sadly we lost my Grandma who paid for a full 12 month service. She had only used just over 3 months of this when she sadly passed away. When I asked for a refund I was told that is not policy. How can you charge for a service that you are not providing because someone has died? It's immoral...”
Dear Martin,
Thank you for taking the time to leave a review for the Service today. We welcome all feedback of any nature from our customers and I am appreciative that you shared your comments today.
I am sorry to hear that your expectations for the Service have not been matched by your experience. I will be certain to promulgate your feedback to the relevant departments for you.
Kind Regards,
Cordelia
“STAY WELL AWAY: Please read..
My mother in law had used lifeline with various success for two years. After falling ill with a stroke and spending 5 months to date in hospital we contacted lifeline 24 to ask them to cancel the contract. They convinced us we would be better off putting it on hold so that when she came out of hospital we could resume the service quickly. We agreed to this. At the same time my wife asked that there would be no further charges.
The lady agreed that the auto renewal that had appeared on the account would be removed. With mother still in hospital we found that lifeline had taken £224 from her account. I called them today, what we thought would be a simple conversation ended up being one of the most ridiculous customer service experiences i have ever experienced. Enter Devlin, (obviously a made up name) Claiming to be a failed law student. (Not sure why he put that out there) He asked if we had read the terms and conditions and then proceeded to call me arrogant, ignorant and a whole host of insulting names just so he could end the call asap. (No doubt he is in sales and wanted to rip someone else off as soon as possible.
A company is only as good as its people and it's customer service. This company have failed an 84 year old vulnerable person very badly, with absolutely no remorse what so ever. Ok they have taken £224 from her. We hope you read this and stay well away from them. Repost this review please, so that they realise that the £224 they have stolen today will cost them much more in the future.”
Good Afternoon,
Thank you for taking the time to leave your feedback today.
I am sorry to hear that you have had a negative experience with our Customer Service Team. We take feedback of this nature very seriously and I can confirm that I have raised the matter with a member of our Senior Management Team.
This member will investigate the matter for you thoroughly and will be in touch to discuss the issue as soon as time allows.
Kind Regards,
Ash
“Be aware that if you do not return the pendant after the person has died,you will be pestered by telephone and mail ,demanding a£49 missing equipment fee.
It happened to me when my mom died and the pendant went missing in the hospital.”
“Dont bother. No compassion or sympathy. Mum has passed away. 20 mins after I sent an email informing them, I had a call "My condolences for your loss. Can we have our equipment back please" despite it being switched off since early june after she had a serious fall and I informed them of that. They not only want the equipment back but no refund for the remaining months I dont have the equipment for. Words fail me”
Dear Nadine,
Thank you for getting in touch today and for leaving us your feedback on this matter.
I am sorry to hear that your expectations of our Service have not been matched by your experience.
I can confirm that I have escalated your concerns with our Senior Management Team, who will investigate the issue and get back to you with their findings. Please allow up to 5 working days for this process to be completed.
If you require any additional assistance, please do not hesitate to contact us again.
Kind Regards,
Ash
Dear Marion,
Thank you for getting in touch with us today and for leaving your comments on our Service.
I am sorry to hear that you have had a negative experience with your Lifeline24 equipment.
I have sent a message to you privately with more information on this matter.
Kind Regards,
Ash
“Neither machines work. Both have been returned. Trying to sort connection problems when you are based in Norfolk is not helpful, staff saying I don't know and you can feel them shrugging their shoulders is not a sign of good service either.
Both machines returned and contract cancelled.”
Good Afternoon,
I'd like to thank you for leaving us your feedback today and for getting in touch.
I am sorry to hear that you have had a negative experience with our Personal Alarm Service.
I can confirm that I have sent you a private message with further information on this matter.
Kind Regards,
Ash
Dear Richard,
Thank you for getting in touch today to provide your feedback on your experience with your Lifeline24 System.
I am sorry to hear that you have been unhappy with the set-up process.
I have sent you a private message to discuss the issue in greater detail.
Kind Regards,
Ash
“I organised this for my elderly mum, the service itself has gone ok unfortunately my mum has had to go into a care home & on informing the company & to arrange the return of the equipment I was informed that although the 2nd years payment had been made in full in March until April 2023 my mum would not be receiving any refund of her unused contract, the chap on the phone even suggested I find someone else to use up the rest of the contract. I am appalled that apparently by paying upfront it was said that it was unfair on monthly payers who actually can just stop paying when they need to.”
Good Afternoon.
Thank you for getting in touch today and for leaving your feedback.
I am sorry to hear that you have been unhappy with your experience with our Personal Alarm Service.
I have escalated your concerns to our Senior Management Team, who will investigate the matter and contact you within 5 working days.
Kind Regards,
Ash
“I emailed you on July 17th asking for help in setting up my 24 hour alarm.
I have never heard from you since apart from today when you ask me what I think.
I think your after sales service is very bad until I get some help with the setup.”
Dear Richard,
Thank you for getting in touch today and for leaving us your feedback. I’m sorry to hear that your experience with us thus far has not lived up to your expectations.
Regarding your original email request, I have checked our records and have not located an email sent from you regarding this matter. It is possible that a technical glitch prevented it from reaching us but allow me to apologise for the delay in getting back to you on this matter.
It is certainly never our intention to withhold assistance from our clients and we do strive to answer all emails within a working day of receiving them. To rectify this matter, I had arranged for a member of our Customer Service Team to contact you to offer support with the installation. However, during this attempt, your telephone was turned off and we were unable to reach you.
We can attempt to call you later at a more appropriate time, or you can request assistance yourself by calling our friendly Customer Service Team at 0800 999 0400. Our Customer Service Line is open until 10 PM each day and any of our staff would be more than happy to help you with this process at a time of your choosing.
Thank you again for your time and for leaving us your feedback. I would like to apologise for any upset or inconvenience caused. Should you have any further comments or queries please feel free to get in touch on 0800 999 0400 or by emailing info@lifeline24.co.uk.
Kind Regards
Ash
