“I returned my fathers lifeline equipment due to his death. There was nobody else we could transfer the contract to.
I enquired about a refund on the contract due to his death occurring 2 months after the renewal of the contract. I was told I was not entitled to a refund because the "Terms and Conditions" stated a refund was only applicable if the contract was cancelled in the first month.
Lifeline is designed for the elderly, who will eventually die and to not offer a refund beyond one month is diabolical
This is very poor customer service at a time of great upset and distress”
Good Afternoon,
Thank you for getting in touch and for providing us with your feedback. I am sorry to hear of any upset or distress caused.
Unfortunately, you have not included enough information with this review for me to locate your account.
Should you wish to discuss this further, please call our friendly Customer Service line on 0800 999 0400 or email info@lifeline24.co.uk. Our helpful advisors will be more than happy to assist you with any queries you may have.
Please do not hesitate to get in touch should you have any further queries.
Kind Regards,
Rebecca
“Absolutely atrocious customer services.
I erroneously bought the standard alarm when I needed the fall detector. I immediately phoned the company to explain and to ask that they stopped the product from being posted to me as I needed the fall detector version of their alarms.
Was told on the phone call that the person I needed to speak to would call me back.
The next day the standard alarm arrived.
I called the company back and explained my situation and that I don’t need the alarm so much as I needed the paperwork to demonstrate that I had purchased the fall detector as I’m in a custody battle for my child and I need to demonstrate that when she is with me (she isn’t right now) that I have an alternative method of gaining rapid intervention from emergency services if I fall over, and that sending me a device wasn’t going to resolve my predicament.
The situation wasn’t resolved, told someone would get back to me. They didn’t
That evening and all of Sunday I tried to buy an Apple Watch. Called Apple only to find I couldn’t afford a new watch so went onto eBay and bought a series 6 watch online for almost double the cost of this company’s fall detector but at least I now had a receipt that I can send to my child’s social worker.
But then today I received a fob from lifeline 24.
So I left a review for the company and emailed them to ask for them to tell me how I can return this for a full refund (my right to do under online trading legislation).
A member of the lifeline 24 team called me up and was unnecessarily brusk and snappy towards me. Telling me that I hadn’t called up to stop delivery and that the staff members both misunderstood and were trying to help me… he was also quite to tell me he had seen my negative review!
Awful experience that’s ended up costing me almost double what I’d spent and has ultimately made me feel bad about myself.
I’m sure that the products are great but don’t complain unless you want to be subjected to verbal abuse.
Be interesting to see if my review is uploaded?”
Dear Miss Lincoln,
Thank you for getting in touch. I am very sorry to hear of the difficulties you have experienced with your delivery. It is never our intention to upset our customers, especially during stressful times.
Typically, we will call our customers when receiving a complaint to resolve the issue promptly. It is absolutely not our intention to ask our customers to amend or remove their feedback. It is very important for us to receive your feedback so we can ensure this does not happen going forward. Your feedback will be escalated through our complaints process and will be reviewed by our Senior Management team.
Whilst I appreciate that you are now canceling and returning the system - if it would be at all helpful for you to have a receipt from us reflecting your purchase of our falls alarm system I can send this to you immediately.
I am sorry to hear that an error on our end meant that you received the wrong type of pendant. I can see that the Fall Detector was sent to you over the weekend and I would expect you to have the full system that you required. Once this system has been returned to us your refund will be processed.
Again I would like to apologise for any upset or inconvenience caused. If you require any further assistance or have any further feedback, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“Very impressed with the customer service. Items arrived on time, easy to install, and customer service, including the test call made by my very elderly aunt was superb.”
“I ordered the wrong item and contacted your company to explain what had happened. That I’d ordered the cheaper option and needed to stop that being posted as I needed the more expensive item.
The telephonist told me someone would call me back that day and that they’d stopped my order from being sent out.
They hadn’t and the next day it arrived.
I don’t want this, I never did, I bought it in error and immediately tried to rectify my mistake.
Now I just want to return it to your company and get a refund because nothing should be this much hard work.
Regards
Mel”
Dear My’relle,
Thank you for your feedback.
I am very sorry to hear that due to an error on our end your initial order was not canceled.
A member of our team was in touch to confirm your cancellation and provide you with returns packaging. If needed, a collection can be organised. Upon receipt of your items and refund will be processed.
If we can be of any further assistance, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“Next day delivery. Clear instructions for set up and lovely team to take us through the set up test process. Really impressed that the alarm button worked from the bottom of the garden!”
“I ordered the unit yesterday, it was delivered today, and I’m going to install it at my mother’s house tomorrow. Massive kudos to Rachael in your Customer Service team, who was exceptional, and made the whole process very easy.”
“Everything went well with ordering, delivery and ease of set up
How my Mum gets on with it is another matter
Time will tell but if she presses the pendant regularly as she doesn't understand it then I will have to re assess”
“The order came through very quickly. Filling in the form to register was a bit tedious but that is done and I look forward to being fully set up... but hope i will never need to use the service!”
“I am very happy with my alarm and my family are as well as they know I am safe and if I do fall they know there will be someone to help me and to come out to help it is the best thing I have done because I fell in my garden at 9.30 in the morning and was there untill my daughter called in at 4'o;clock and raise help for me”
“Just set the system up for my mother.easy to set up and test. During the testing stage the operator answered quickly, the test is thorough and gives a lot of confidence.
Thank you.”
“This company exists to support older people. They take payment in advance for a whole 12 months each time. This is a long time for people at the end of their life. If a customer dies they will make no refund of the fees paid. Fees they make you pay a year in advance. If they truly had the interest of older people in their ethos, they wouldn’t exploit people this way. It is despicable.”
“I purchased the Fall Detector for my father on the 28th August 2019. I would like to say that it has been a good investment BUT alas it hasn’t! The detector would ‘go off’ numerous times when my father was absolutely fine to the point that we complained and received a new bracelet. This did not resolve the issue especially when my dad did fall and the detector did not send a response to the alarm base. We complained and received a necklace unit which has been ok. Sadly my father passed away suddenly on the 7th September 2021, I notified Lifeline 24 and sent back the unit at their request. I presumed that a refund would occur especially as a Direct debit of £251.80 for the 2021/2022 period had just been taken from my account (payment taken August 2021) but alas, I was told that my father died just outside of the cancellation period!!! So no refund is due. As you can imagine I am shocked and appalled. I cannot understand why a refund cannot take place especially as any other company whether it be council tax, car insurance or even utilities are able to do so, especially when Lifeline 24 have the unit and necklace to re-use. I wouldn’t normally use this system to complain, but I have emailed Lifeline 24 and even resulted to contacting Telecare Choice who holds the terms and conditions for Lifeline 24 Limited. I just want other families to be aware of this and to make sure you clearly understand the terms should the loved one using the system pass away, also I would strongly advise against agreeing to an annual direct debit, because you have no comeback.”
“This service is amazing, easy to order and arrived the next day as stated, very easy to set up and the staff are really friendly when you do your test call. It has given me the confidence to continue living alone after my recent fall and it’s given my family the peace of mind that there is help on hand if I should need it in the future,”
