“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.”
“The staff are polite and helpful. The ordering and delivery excellent, all done in 24hrs, so you can be linked up the next day. Pure relief for all concerned. Keep it up, already recommended you to a friend.”
“My first device was faulty but after contacting the helpline a new one was delivered the following day. I charged and tested the new device and all was OK and confirmed”
“i'm very pleased i got lifeline especially as i have had a recent heart attck but the very first time i plugged it in to charge i had sparks then a large bang and of course it was dead and as it's a sealed unit i had to phone up for a new one so 2 days without i wasn't too pleased.”
Dear Helena,
Thank you for getting in touch and for leaving us your review.
I am pleased to hear that you are pleased to have the alarm system.
Thank you for bringing to our attention what happened when plugging in the unit. This certainly should not have happened and is something we will need to launch a full investigation into.
As a goodwill gesture, and to cover any time you have been unable to use the alarm, I have added a month of free service to your account.
Again, I would like to apologise for any upset or inconvenience caused and thank you for bringing this to our attention.
Please let us know if we can be of any further assistance.
Kind Regards,
Rebecca
“We are now on our third alarm and have yet to find one that works, At this moment in time I would not recommend your company to anyone. Still waiting for an answer to my last e-mail”
Dear Ian,
Thank you for getting in touch and for leaving us your review. I am very sorry to hear about the difficulties you have experienced with the system,
I can see you have since been in touch with a member of our Technical Support team who has upgraded you free of charge to a different type of alarm for you to try. I do hope that this system works better for you and has a stronger signal.
If you do come across any problems with the replacement system please get in touch. I can see a clear note has been left on the account to ensure you are immediately passed through to our Senior Technical Specialist should you need to call again.
Again, I would like to apologise for any upset or inconvenience caused. Please let us know if you require any further assistance.
Kind Regards,
Rebecca
“I resent having to give this company even 1 star! Please BEWARE before purchasing from this company that their tactics are shrewd at best, but plain disgusting really.
My grandmother had a fall and I felt the need to get her an alarm - I chatted online with someone at Lifeline to confirm that there would be a full refund should she not be happy with the unit and wish to return it. The live chat operator confirmed this, so I ordered.
On receipt of the device, my gran decided it was too complicated and not for her, so I called Lifeline to arrange the return. I was told that someone would need to call me back (odd). Shannon called me back and was fairly sharp in stating that as I had already paid for three months use upfront, this would not be refunded and could I pass the device to a friend or family member who might want it - I explained that I had spoken with an operator prior to purchase who had confirmed that I could return the device and get my money back. Shannon told me to send the device back and they would process it from there.
Minutes later, I missed a call from Shannon, so I called her back. Thankfully I spoke to someone more senior than Shannon who agreed that under the Consumer Protection Rights Act, I was due a full refund - the lady I spoke to was far more helpful and arranged for the returns label to be sent so that I could return the device.
I returned the device on 28/02 and my gran has not had any money returned to her as of 09/03, so I called Lifeline to find out what was happening. I was then told that the device had been received, but not yet processed and when it is (next couple of days), that my gran will receive a refund MINUS £35 JOINING FEE.
When I asked why, given the Consumer Protection Rights Act legislation that states a minimum 14 day cooling off period allows for a full refund, the representative told me that their terms state the joining fee is non-refundable.
I cannot urge people strongly enough NOT to trust this company - I have been underwhelmed and unimpressed by the complete disregard with which they treat their customers and it is extremely concerning given that most of their client base would be elderly or vulnerable so will probably roll over and accept this treatment.
I will be consulting Citizens Advice and seeking legal advice - DO NOT BUY FROM THESE PEOPLE!!!”
Dear Andrew,
Thank you for getting in touch and for leaving us your feedback. I am sorry to hear that the system was not suitable for your Grandmother.
You are correct, within the first 30 days you are due a refund. I am sorry to hear there was some confusion with this and that you were given the incorrect information.
Unfortunately, there is a lot of time and work that goes into starting a system up and getting it sent out. This means that with our systems a non-refundable joining and setup fee is required. This covers 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 to hear that this was not made clear enough.
It is certainly not our intention to upset or mislead our customers so I will pass your feedback on to our Senior team for them to review whether there are ways we can explain this better to our customers.
Thank you again for leaving us your feedback. Again, I would like to apologise for any upset or inconvenience caused.
Kind Regards,
Rebecca
“We had the Lifeline fall detector installed over a week ago for my father, who is 85 years and becoming frail. The device was activated on the second day. The response was extremely quick, along with really helpful advice and overseeing the whole process. This resulted in a paramedic being called out to assessment my father's condition.”
“I have had the LifeLine 24 for just over a week,The sety up was smooth and efficient and I feel much happier as I have a couple of falls in the last 2 months. I live on my own and I now have greater * peace of mind".”
“From ordering it (website easy), arrived promptly, setting up a bit complicated but easy to follow steps. And we installed it yesterday and tested it, very friendly staff answered very quickly.”
“Installed two weeks ago , bought the GPRS model as dad is out of the house a lot so we need to know his location if he needs help . Dad is also deaf in one ear . First weekend dad felt unwell in the night , pressed lifeline but couldn’t hear the person on the other end as it was too quiet so I was called out an hour later , emergency services hadn’t been called .
Was assured when I made complaint that it would be clearly marked on his file that he is deaf and to speak up .
Tonight I was called out at 2am again , told them I could be there in 20 mins as I live further away .
Ambulance was at house but again had no idea dad was deaf as they weren’t told this info and they had to request me to be contacted as nobody had informed me . Fire brigade had to break in as dad had locked a bolt on the door .
Dad also has dementia so can’t remember things . So far I’m unimpressed and feeling it was a waste of money”
Good Morning,
Thank you for getting in touch and for leaving us your feedback. I am very sorry to hear about the issues you have experienced.
I can see the matter has been raised with our Care Team managers who are looking into the matter and will be in touch soon.
If there is anything we can assist with in the meantime then please get in touch.
Kind regards
Richard
“Well. To start with it doesn’t always work, guess that’s down to the problem of falling down on carpeting, cos it doesn’t alert them whenever I’ve fallen down!
Having said that it seems to me that I should maybe send them an alarm”
