“I have not had to use my alarm but the one I had installed previously from Walsall when I had a knee replacement I chose Lifeline 24 to replace it and recently the old alarm broke down my son contacted Lifeline 24 and the help we had was amazing.”
“I did not have a new alarm, the electricity was cut off, nothing to do with LIFELINE and we had to wait for the service to be repaired at Spring Cottage and when it was the alarm worked again. It was the same alarm as was installed when 1 first signed the contract.”
“Helpful advice and information provided when I asked about mobile phone connection instead of using landline. Staff seemed friendly and patient when testing that the equipment worked”
Good Morning,
Thank you for getting in touch and for providing us with your feedback. I am sorry to hear you have had a negative experience with your account. I apologise that you have found the contact from us to be excessive as this is certainly not our intention.
I have located an account with the email address provided in your review. Unfortunately, we have nothing to suggest that you wanted to cancel your account. It is important for us to keep in contact with our customers so that everything on the account remains clear and issues like this do not arise.
We have made an effort to contact you to ask how you wish to continue with your account and inform you that we are still awaiting your registration details. However, as these calls went unanswered, we had no way of knowing you did not want the system. I am sorry to hear that you feel you have been bombarded with calls as this is not our intention. I have passed this feedback on to our Senior team so that we can review the way and frequency we contact our customers.
I can of course begin the cancellation on your account but we would need to call you to finalise this and organise the return of the rental equipment. Alternatively, you can call us on 0800 999 0400.
Again, I would like to apologise for any upset or inconvenience caused. Please let us know if we can be of any further assistance.
Kind Regards,
Rebecca
“I feel secure knowing l only have to press a button to get help if l fall or am ill.As yet l haven’t had to use it only for testing.This is ideal for me .My daughter lives a few hundred yards away,and if it is in evening my son &Daughter in law are only a few minutes away,so it suits me very well.”
“I was disappointed that I had to install the lifeline myself also the key box , fortunately for me I was able to get help help, I personally think you should offer help to those who aren't able to set up the device”
Dear Claire,
Thank you for getting in touch and for leaving us your feedback. I am very sorry to hear of the difficulties you have experienced with the setup of your system.
The alarms we provide are designed as a 'plug and play' system which means that they are sent out preprogrammed and ready to install. The standard alarms that we use plugin the same way as a standard landline phone - into the phone line and a source of power. This avoids any extra costs associated with organising an engineer and also means the alarm can be set up very quickly.
For our customers with a more complicated setup, or that feel they would struggle with installing their alarm, we can provide a digital system that simply plugs straight into a power source in the wall. Our friendly Technical team is available 24 hours for any queries you may have.
We can provide a key safe installation service throughout the UK and in certain areas alarm installation can be organised as well. However, I can certainly see why expanding where we can provide installations could definitely be beneficial to some of our clients. I have processed your feedback through our complaints system and it will be reviewed by our Senior team to see how we can improve our service going forward.
Thank you for leaving us your feedback as it will allow us to improve our service for our customers in the future.
If you have any further feedback, or if we can be of any further assistance, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“Bought the fall detector system for my mum who lives on her own. She has a very large garden that she loves and it gives me peace of mind that if she trips or falls, help is at hand”
Dear Edith,
Thank you for getting in touch and for leaving us your review.
I am sorry to hear of the difficulties you have experienced with the setup of your system. I have organised for a member of our friendly Technical team to call you directly to take you through the next steps.
The alarms we provide are plug and play systems, meaning that you just need to plug them in through the landline and into a source of power and then they are ready to go. However, we do recognise that some of our customers may require further support and as such we have our Technical Support line open 24 hours for any advice you may need. We do also have a newer Digitial alarm now available which does not connect to the landline and simply needs to be plugged into a power socket in the wall.
I would like to apologise again for any inconvenience caused and thank you for bringing this to our attention. We will be in touch very shortly to provide further asssitance.
In the meantime, if we can be of any further help, please do not hesitate to get in touch.
Kind Regards,
Rebecca
