“Cancelled an annual plan more than a month in advance, as requested. Long story short, there are far better, far cheaper solutions which don't require strange (chargeable) calls being made every month "for testing purposes"... for which Lifeline blamed BT! To be clear, I accept the box needs to confirm it's working every month, but that requires a single call and a few packets of data... not 4/5 calls a day at 13p per minute.
Lifeline called repeatedly throughout the next month asking for the equipment back. The contract expires on 04/01/20, so I'll return the alarm after.
Today, another call. "If we don't get your equipment back before your contract expires, we'll debit the full amount off your card".
I explained that's not how contracts work and told her they didn't have permission to debit the account again. "We have a card on file anyway, so it'll be taken from that. Oh, its expired... so we won't be taking anything further"
I can't comment on the service itself, as we've thankfully never needed to use it. However, with alternatives which work everywhere (not just at home) costing less than half of this service (and it's a one-off payment, not a contract), I fear you're simply paying for someone to sit behind a phone *if* you ever need to push the button. Not a bad business model, thinking about it.”
Dear Paul,
Thank you for your feedback. I am sorry to here the alarm did not meet your expectations.
The alarm works the similarly to a standard telephone, meaning that any calls made to and from the box appear on your phone bill. This will be the same regardless of the personal alarms provider as alarms must be tested regularly to comply with industry standards. We will never charge our customers to make emergency calls to us.
As the alarm is provided on a rental basis your account remains open until the equipment has been returned to us. Our team have been in contact with you to aid with the return of the alarm in order to fully close your account and to avoid any further charges. As per the terms of the contract you are responsible for paying the rental of the alarm until the unit is returned to us. Therefore until we receive our rented equipment back your contract is not cancelled.
Our alarms help thousands of customers nationwide to remain safe and independent within their home and have proved to be life saving for many people. I am sorry to hear that the alarm was not suitable for you.
I would like to apologise on behalf of Lifeline24. It is never our intention to inconvenience or upset our customers. Your review will be passed on to our management team and the team member you spoke with will receive further training.
I hope to have provided some clarification. However, please do not hesitate to get in contact should you have any further issues.
Kind Regards,
Lifeline24.
“Very Easy to Place an order, very simple to get Delivery to a different address, All the kit was Simple to understand and easy to install, the form filling Online option was easy to complete and set up with the aid of the on-line forms, Delivery was Prompt even during the christmass holiday after ordering on Christmass EVE, the product is simple to install complete with instructions in the box, and testing was great works absolutely the way it says,
this has given my elderly neighbour the piece of mind and a new freedom to live at home un assisted in her own environment in the place she wants to be, in the knowledge that she has first responders just a button click away, compliments to the support team and all involved fantastic quality product and quality service,
the best decision made for anyone who could use or need this system and service,
summary Excellent, system - service - set up and testing- and care with a real person to talk to even if you make a mistake they help all the way 365 days a year 24/7
Brilliant”
“Hi, the supply and testing procedure for the alarm and the proximity sensor and amie button were excellent. The supplied keysafe however is a disappointment and is of a much poorer quality, please look at your suppliers, I could have (and have for myself) bought a significantly better and more secure keysafe for almost half the price - albeit price is and was not a consideration- had this been better I would not have hesitated in giving a review of 'very good'. Many thanks Tony Stanier”
“I ordered the Lifeline for my 92 year old mother when she came home from hospital following a fall. It is reassuring to know that she can get help in an emergency simply by pushing the button.
All the staff I spoke to on the phone were knowledgeable and helpful, ensuring that every need was met and that contact details were given should there be any queries.”
“Online ordering was easy. Ordered by 6pm and in our hands before 10am the next day. Simple to set up and now my l have a way to call for help if I should ever need to. Definitely gives us all some peace of mind.”
“Ordered and delivered when it said it would be. Ordered it for my mother who was taken into hospital just before Christmas. I know it will give her the confidence she now requires.”
“I Arranged Lifeline 24 for my mother. She lives alone, and it’s brought peace of mind to her family, in knowing that she has a reliable back-up 24 hours a day.”
“We decided to get mum a lifeline 24 to aid her independence. Set up was simple and the operators in the end of the phone were very friendly and were clear and easy for mum to understand. A big weight off mine and my sister's mind to know mum can remain in our family home and if needed help is just a button push away. Thank you”
“Alarm arrived quickly as promised and was well packaged. Very easy to set up following the very straightforward instructions included.
The test procedure was very thorough, speaking with a real phone responder who went through four different checks before she was happy that it was set up properly for our particular property.
I queried the low volume and she immediately adjusted it to suit my mum who is hard of hearing.
She said she could set it even louder if we wished but that wasn’t necessary. EXCELLENT ALL ROUND.
Thank you all.”
“Very impressed the Lifeline 24 information, service and easy setup of device, but slightly disappointed that the pendant cannot be worn to bed in case of false alerts (which has already happened). The pendant should be designed in such a way that it can be worn in bed and cannot accidently be triggered by movement in sleep and relatives/responders have no need contacted in the middle of the night only to discover that it was a false alarm.”
“Ordering online was very straightforward. The alarm was delivered within a couple of days. Installation of the alarm was a very easy process as clear instructions are provided with the alarm.”
