“I found lifeline 24 very helpful, it puts your mind at ease knowing your loved one is safe. I hope the red button never has to be pressed except for testing. However I am sure if it is the teams would respond with a professional response.”
“nothing good to say at this point as lifeline have not helped in setting this up, same lame covid excuses for not offering to send someone out to fit it. my mother is 81 and needs this service but is expected to fit this herself, what a disgusting service, not happy by any means,”
“Had a bit of trouble setting up alarm.. was told we would get technical help in 15 mins. Waited 3 hours. Still no phone call.
Strange customer service
Bit like robots.
However was pleased with product when all testing was complete.
Basically they leave you to do all the setting up.
It would make sense to have some technician's on hand in every area.
As not everyone has someone to help them
Hope they take this seriously as it could of ended up as refund. These alams are not cheap.”
“The unit arrived quickly and was very easy to install. I did the checks and the agents were extremely helpful. My dad hasn't has to use yet but I have every faith it will be a life saver and bring the family and him great comfort.
Daughter”
“As promised I am submitting a new review after receiving my new unit as the first one that was sent was a used item, lifeline got the replacement sent to me in less than 24 hours, which was excellent, simple to set up and test........thank you.”
Dear John,
Thank you for getting in touch and for bringing this matter to our attention. I am very disappointed to hear that you have received a damaged item and would like to apologise for any inconvenience caused.
I have escalated this matter to our Senior team so we can investigate how this has happened.
I can see that my colleague has been able to organise a replacement unit. I have tracked the delivery and can see this has now arrived. I have added a month of free service to your account to ensure you have not been charged for any time you have been unable to use.
Again, I would like to thank you for bringing this to our attention and to apologise for any upset or inconvenience caused.
If we can be of any further assistance, please do not hesitate to get in touch
Kind Regards,
Rebecca
“I'm doing this on behalf of my dad. He is very happy with the alarm and how it works. We also found the staff very friendly and polite during the set up process. I now have peace of mind knowing there is help for my dad at the end of a button press. Thank you for your service.”
“Quick response to my telephone enquiry and subsequent delivery. I feel more confident now that I have the means to communicate for help if needed when I am alone. Mrs G.R.Finney”
“My lifeline arrived the day after my order was placed, all the instructions were extremely clear, backed up by very useful help lines should you need them. I now feel a lot safer when I am left on my own at home.
Extremely well done for such a wonderful system.
Freda Robbins”
“Quick efficient helpful. Speed to get up running was important no waiting for contract signature.
Alternative strap for wrist alarm would be good, difficult for Mum to fasten?”
“Ordering and installing Lifeline alarm itself went very smoothly and the staff were very efficient. However my mother's circumstances dicated that we needed a key safe installed. She lives alone and we had previously experienced the emergency services breaking in with all of the distress and mess this entails. The fitting of the key safe appears to be subcontracted. I paid lifeline for the safe and installation and was asked to nominate a preferred date and second choice. Both dates were unavailable and a week has now passed during which I have phoned several times but have still not been given an alternative date. Given what has happened in the past I consider this part of our transaction to be fairly urgent and I have been disappointed with the lack of urgency shown when I had been led to believe that I could nominate a preferred/second choice date and would most likely have the work carried out to that time scale.”
“A disappointing response from Lifeline regarding my Father's death. I phoned last week to report his death, no condolences offered, and I was simply asked for the post code to identify him. The relevant team were unavailable but I was promised a callback the next day.
Six days later I have had to chase them again, and another Customer Service agent was able to help but seemed to be focussed mainly on how they would get their equipment back. Again, no condolences or apology offered for failing to call me back, until I pointed out they weren't making things easy at a difficult time.
To top it off they do not refund unused months of the contract, which is poor policy given the business they are in, and not in keeping with the policies of other big companies- several of my Dad's Utilities companies have taken a much more efficient and compassionate approach.”
Good Afternoon,
Thank you for your feedback and for bringing this matter to our attention. 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.
Firstly, I am very sorry to hear that you were not called back as expected. It is also disappointing to hear that you have found our colleague to not be apologetic. I have brought this matter to the attention of our Senior team so we can look into ways of ensuring that callbacks are not missed.
In regards to the system, you are more than welcome to hold on to your alarm for the remainder of the term. There is no rush with returning the system.
From looking into the account, I can see that the agreement you took out with us was to receive a significant discount, which we are only able to provide when taking out the year in full. I can see you are just over 8 months into the year. I am sorry to hear that you did not find this to be clearer.
Again I would like to thank you for bringing this matter to our attention as it will allow us to improve our service going forward.
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,
Lifeline24
“Easy set up, quick delivery...the set up test call was very well dealt with and monthly checks are in place...hopefully we wont need to do a real test any time soon. The speaker is loud, the mic sensitive, perfect.”
