“Order for my dad on the recommendation of the hospital, paid the £154 out of his pension. Didn’t get home had to go to respite tried to cancel and get a refund. As it was over the 30 days they will not give a refund. It had not even been opened or activated I am disappointed in this service and would not recommend.”
Good Afternoon,
Thank you for your review.
I am sorry to hear of the difficulties you have experienced with your account closure.
In order to look into this further, I would need to take further details to locate your order.
Please contact our friendly Customer Service team on 0800 999 0400 or info@lifeline24.co.uk in order to escalate this further.
Please let us know if we can be of any further assistance.
Kind Regards,
Lifeline24
“Your policy of not part refunding annual payments when someone dies (4 months in) leaves a very bad impression of your company. It makes you seem mercenary and we will not be recommending to others”
Dear Geoffrey,
Thank you for getting in touch.
I am sorry to hear about your experience.
From looking into this further, I can see that you do not have an alarm service from us but instead ordered a phone through our website. I am sorry to hear we were out of stock of the phone you ordered.
I am sorry that you have had this experience. Thank you for bringing this to our attention, this has meant that our Web team has removed the phone completely from our website.
Should you require any further assistance, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“I informed the company a year ago that we would not need this device in 2021. I have emails confirming the cancellation of the service. They have just taken £174 from my bank account.”
Dear Elizabeth,
Thank you for your review.
From looking into your account, I can see that we are still awaiting the return of your alarm equipment.
As our systems are provided on a rental basis, the equipment does need to be returned in order for us to close an account.
Upon receipt of the equipment, your refund will be processed.
Should you require any assistance with the return of the alarm, or wish to organise a collection, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“Avoid paying upfront .
My elderly father in law ended up in hospital after a fall and is likely to be there for a considerable time (12 weeks so far). Contacted the company as we don’t need this for the foreseeable . As we paid up front they refused to cancel the subscription or refund any premium . Should we have paid monthly we would have been able to cancel without penalty.
Disappointing customer service as a loyal customer . Shall not be restarting but using an alternative company from now on .My advice , avoid .”
Dear Martyn,
Thank you for your feedback.
Our Customer Services Team received a call requesting to put the account on pause whilst it could not be used, and given the circumstances we have gladly done so for the period you mentioned. This will be reviewed nearer the time, so you are not losing any of the time on the account.
We do offer a discounted rate if you choose the Annual Plan.
If there is anything else we can assist you with, please do not hesitate to ask.
Warmest regards, Lifeline24.
Dear Harry,
Thank you for getting in touch and for bringing this matter to our attention.
I am very sorry to hear of the problems you have experience with your new order. This is certainly not the level of service we aim to provide.
I can see you have been in touch with our Customer Service team who have been able to send your replacement equipment out with next-day delivery. As a goodwill gesture, a month of free service has been added to your account.
Again, I would like to apologise for any upset or inconvenience this may have caused. Please do not hesitate to get in touch should you require any further assistance.
Kind Regards,
Rebecca
Dear Bernie,
Thank you for getting in contact.
I am very sorry to hear that the alarm was not suitable for you. From looking into your account I can see that you have moved to a similar service provided by your local council.
I can see that you have since returned our equipment and the account is fully closed.
Should you require any further assistance, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“I’m afraid my Lifeline 24 has not been a success. It appeared to be interfering with my wifi so I disconnected it. Now the wifi is working we have had two attempts to reconnect it but it doesn’t work.
When I have some spare time I will ring your helpline.
I like the little dished alarm.”
Dear Ursula,
Thank you for getting in touch.
I am very sorry to hear of the difficulties you have experienced with the setup of your alarm.
The alarms we use work completely independently from the broadband. In fact, you shouldn't even need to touch your internet connection in order to set up the alarm.
This would suggest there has been a slight error in the installation of your alarm - but should be a very quick and easy fix. I have contacted you through the email address you have provided in this review in the hopes of organising a call from a member of our friendly Techincal Team.
In the meantime, please do not hesitate to get in touch should you require any further assistance or wish to provide any further feedback.
Kind Regards,
Rebecca
“Set up service was good and processed quickly ! However I paid for one year in advance £149 on 29 th sept , unfortunately my father in law ( who I bought it for ) passed away on 17 th December ! I informed company in January and returned all the equipments as asked . I received confirmation it had arrived safely . I called company to ask if any remaining months would be refunded and was told no refunds ! Absolutely Disgusting! I work as a nurse and would never recommend this company to any of my patients absolute rip off ! It was not the lady on phone I spoke to fault so I remained polite but asked her to convey my dismay at this ridiculous situation! She then spoke to accounts who “ as a matter of goodwill” would offer £29 refund ! Big deal outrageous PLEASE AVOID THIS COMPANY ! There are much better services available to protect your loved ones ! lifeline 24 you should be ashamed!”
Dear Ms. Diplock,
Thank you for your feedback.
I have looked into the account for you and as you have mentioned, this was on our Annual Plan.
We offer Quarterly, Annual and Lifetime plans and each are priced accordingly – as such you choose which plan you would like to be on at the point of order. As you say this is a payment in advance.
It would not be fair to other customers to refund after offering a lower cost for choosing a longer plan, while charging others a higher rate for the benefit of flexibility on the shorter term plans.
We do offer a transfer of service for any remaining time, although it is your decision whether you wish to make use of this or not.
In this instance however we have offered a part refund as a gesture of goodwill, despite not being obliged to do so.
If there is any further advice I can provide, please do not hesitate to ask.
Warmest regards, Lifeline24.
“Anyone contemplating purchasing a lifeline alarm should seriously consider whether they wish to take up the "special offer" of a reduced monthly payment by paying for 12 months in advance. My father only had his alarm for 2 months before he passed away and we then discovered that it was company policy that no refund would be due. This was not obvious to me when selecting from the options on the website”
Dear Andy,
Thank you for leaving us your feedback and for bringing this matter to our attention. On behalf of us all at Lifeline, I am sorry to hear of your loss and hope you are doing well at this difficult time.
All refunds are processed on a case-by-case basis. I have escalated your review to our senior Accounts department in the hopes of resolving your complaint. They will be in touch very shortly.
I would like to apologise for any upset or inconvenience caused.
Should you have any further queries, or wish to discuss this matter, please call our friendly Customer Service team on 0800 999 0400 or email info@lifeline24.co.uk.
Kind Regards,
Lifeline24
Dear Glynis,
Thank you for your review. I am very sorry to hear that you did not receive the alarm as expected.
From looking into your tracking information, I can see that unfortunately, Royal Mail were unable to reach you due to the snow and poor weather we have experienced recently. I can also see that our Customer Service team has been able to provide a replacement unit which you have now received.
Again, I would like to apologise for any delays caused by the current climate.
Should you have any further feedback or concerns, please contact us on 0800 999 0400 or by emailing info@lifeline24.co.uk.
Kind Regards,
Lifeline24
“Poor system - it makes an annoying squeak every so often when connected to their call centre - apparently they know about it but it’s how it works ! - as you can imagine really annoying when trying to talk, let alone in an emergency.”
“My mother passed away she had paid a yearly contract in September so the contact do not start again till October she passed away in the December all of the equipment was sent back but they will not give a refund on what's left of the term. they have no bereavement line set up all they said you can pass onto a family or friend this was not disclosed at point of sale. and even in he contact it does not state that no refund will be given, miss leading information and this is wrong. they are meant to take care of our mums and dads that need this service but will not refund any money if payed upfront for a yearly contract.”
Dear Kevin,
Thank you for your review. On behalf of us all at Lifeline24 I am very sorry to hear of your loss and hope you are doing well at this difficult time.
I am very sorry to hear of the problems you have experienced with the closure of your account. All of our refunds are processed on a case by case basis.
Unfortunately, I have not been able to locate your account using the information provided in this review. I will email you directly in the hopes of locating your account and resolving the complaint.
Should you wish to discuss this further, please call our friendly Customer Service team on 0800 999 0400 or email info@lifeline24.co.uk.
Kind Regards,
Lifeline24
“Everything worked fine whilst my mum had the system however.
When she passed away they wanted all the equipment returning including the pendent. She was wearing this when taken into hospital and unfortunately passed away whilst there. We never received the pendent back from the hospital and thought nothing of it. Now lifeline24 are demanding it to be returned or we shall be charged £49 for it. Currently getting no help from their customer service and zero sympathy. All they did was offer to lower the charge to £20. Remember when saying goodbye to your loved ones to take the pendent back off of them. Unfortunately I never got a chance to say goodbye to my mum. Words cannot describe what I feel towards Lifeline24.”
Good Afternoon,
Thank you for getting in touch and for bringing this situation to our attention. This is certainly not the level of service we aim to provide. On behalf of us all at Lifeline24 I am very sorry to hear of your loss and hope you are doing well at this difficult time.
I have escalated your case to our Senior team and they will be in contact very shortly to help resolve your complaint.
I would like to apologise for any upset or inconvenience this has caused. Should you have any further concerns please call our friendly Customer Service team on 0800 999 0400 or info@lifeline24.co.uk.
Kind Regards,
Lifeline24
Dear Margaret,
Thank you for getting in contact today. I hope this response reaches you well.
I have located your account and unfortunately, we have not received your alarm equipment, nor have you started a cancellation on the account.
Due to the life-saving nature of the system, we require verbal confirmation in order to close your account. Please contact us at your earliest convenience on 0800 999 0400.
Thank you for your use of our service. Should you have any further queries, please do not hesitate to get in touch.
Kind Regards,
Lifeline24
“Purchased system for my mother who had recently suffered a stroke .Alarm arrived by post promptly but we were unable to be connect due it being incompatible with phone line which is connected via internet router.Called customer service to report issue to be told that they would send out the part to connect with router.Waited a full week and called again to be told they would resend which took an additional week .Part arrived after second week but was incorrect.Cancelled the service and returned the alarm only to receive a 27% refund on a €169 purchase in less than three weeks of constant disappointment and frustration.”
Dear Patrick,
Thank you for getting in contact today. I am sorry to hear of the difficulties you have experienced with the closure of your account. This is certainly not the level of service we aim to provide.
I have escalated your complaint to our accounts team, they have confirmed a full refund will be processed.
Again, I would like to apologise for any upset or inconvenience this may have caused.
Should you have any further feedback or concerns please do not hesitate to get in touch.
Kind Regards,
Lifeline24
Dear Kim,
Thank you for leaving us your feedback. I apologise for the delays you have experienced with the delivery of your alarm.
Unfortunately, due to the current climate, we are relying on Royal Mail. In certain areas, there may be delays in receiving the post.
I can see you have since been in contact with our friendly Customer Service team and that you have received the unit.
Again, I would like to apologise for any inconvenience this may have caused.
Kind Regards,
Lifeline24
Dear Jacquline,
Thank you for your feedback. I am very sorry to hear of any delays you may have experienced on your delivery.
I can see a member of our friendly Customer Service team has recently called you to confirm that you have now received the system.
Again, I would like to apologise for any delays caused by the current climate.
Should you have any further queries, or feedback, please do not hesitate to get in touch.
Kind Regards,
Lifeline24
“I am an elderly lady and I haven't been able to set up my detector.
I need help otherwisexI will return it and ask fir a refund.
I phoned on the 10th Nov and was promised a white lead wire( which wasn't included in the package) also promised papers to fill in with all my details,and told I would receive them today 11th Niv.
I await your comments.”
Dear Rosemary,
Thankyou for taking the time to leave a review.
I apologise for the issues you have encountered.
We do offer a self-install system that is very simple to set up, unfortunately we are not able to arrange an installation at the moment due to the Covid-19 pandemic.
A member of our Technical Support team has been in contact to assist with the installation and dispatched replacement items as necessary.
If there is anything further we can help you with, please do not hesitate to get in touch on 0800 999 0400.
