“I can't fault the service at all, so helpful. The alarms have been very easy to set up and where there was a problem with the signal the team were very helpful in getting it sorted”
“Very good service until cancelled 4 months early and they offer no refund. Had to wait for a Robert to phone me back and said my mum was entitled to no refund which was disappointing I should of paid monthly rather than a whole 11 months”
Dear Lisa,
Thank you for getting in touch and for leaving us your review. I am pleased to hear that you have found the service to be good.
I am sorry to hear you have been unhappy with the cancellation policy.
When taking out the Annual subscription, the agreement is that we can provide a significantly discounted rate but we do need to take out a year in full in order to be able to provide such a discount. Unfortunately, this means there is no refund for the remaining 3 months.
In order for our clients to make the most out of their remaining time, we can offer a free upgrade to a different model or a free transfer of service to a different family member or friend. I can see that you have agreed for the alarm to be temporarily moved to a new address.
Thank you for providing us with your review as it will allow us to improve our service in the future.
If we can be of any further assistance, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“The staff were very helpful and soon sorted out the problem I had.
setting up the Box was very easy and was soon connected up and on testing again the staff were very good.
once I had the alarm system set up I felt very safe and did not need to worry anymore if I had a fall”
“I was very pleased with the device. I hope I never have cause to use it, but it's good to have it for peace of mind. Your advisors were most helpful on the phone and the package arrived in less than 48 hours.”
“Easy to order on line. Came next day. Easy to set up and very friendly staff when testing the new devise and monitor on wrist. Very pleased to keep my father safe when I'm not there.”
“Hi my new personal alarm arrived a few days ago, I love it as it means I have peace of mind even when I am away from the home as I can pick up my whereabouts and let my loved ones know if I am taken I’ll or fall something I am prone too”
“Really simple to order, after taking some advice over the best option from your super friendly staff. The alarm arrived the next day and the instructions for set up were clear, making it an easy process to do. Really pleased :-)”
“Decided on a lifeline after a nasty fall in the bathroom in the middle of the night. Decided on Lifeline 24 as I don't have a landline. Excellent service. Delivered within 24 hours of ordering and very easy to set. Gives me real peace of mind. Paid with one payment for the year so no instalments to worry about.”
“The gentleman I spoke to when ordering was very helpful and my concerns were nothing to do with him. I paid £73 for set up only to find out this consisted of someone picking up a box and putting it in the post. When Joan previously had a Lifeline fitted (during COVID) someone actually came to the installed and checked it. I personally am 71 not very knowledgeable and had to get help to install and then complete the information on line. I do not class this as good customer service especially for the elderly or value for money. disappointed. Would not recommend. Jenny Palmer
I have now spoken with a Manager at Lifeline24 who was very helpful has rectified my issues, he assures me help is there for those who need it. Thank you”
Dear Joan,
Thank you for leaving us your review.
From reading through your review, I can see that you are unhappy with the setup fee and that we do not organise an installation.
Our setup fees cover the costs that go into testing, pre-programming, and sending out the alarm. It also covers the admin costs of starting up your account with the Alarm Response Centre and registering the contacts and medical details.
I am sorry that this was not made clearer at the point of order. I can see that previously the alarm was ordered through the County Council who in certain circumstances do install the alarms.
I have called the council directly, and they are happy at this time for us to organise an installation through them. Usually, their installations cost us £40, but due to your complaint we are happy to cover these costs and you will receive the installation free of charge.
If this is something you wish to go ahead with, we will need to make verbal confirmation of the best time and date.
If you wish to proceed please call our friendly Customer Service line on 0800 999 0400 at your earliest convenience.
Again, I am very sorry for any inconvenience caused. I hope this has been helpful and resolved your complaint.
If we can be of any further assistance, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“I was worried I hadn't set it up right but it's fine it's easy but it takes getting used to it is very sensitive and makes me jump but I do feel safer now. I am very impressed so far but definitely worth the money”
“Telephone sales was excellent but not everything purchased arrived .paid for a key safe and didn’t receive it so the life line isn’t set up as I need the code for the key safe to do the online form . I have informed you of this but I’m now required to ring to sort it out . I don’t understand what’s to sort out I paid for something ,not received it, informed you”
“Having recently moved into the area I applied for a Lifeline connection which was received the next day. Very easy to use and wearable at all times, even in the shower. Very advanced technology enabling a conversation to take place through the disc. therefore doing away with the need to speak via the phone.
I previously had a Lifeline in West Sussex.”
