“The worst company. Absolutely no compassion. My dad died and his belongings were bundled away including the box. I was hounded saying I had to return the life line box or pay over £100. I had to search belongings. Eventually after a week of searching i found box and sent it back. Then had a series of calls demanding the pendant or £47. I said for god sake my dad has died. I eventually found the pendant and returned that also. I have now had 3 further calls saying they can't find it and I owe £47. UNBELIEVABLE AVOID LIKE THE PLAGUE!!!!!!!! They now say they are calling in the new year..”
Dear S Bailey,
Thank you for getting in touch and for leaving us your review. 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.
I am sorry to hear that you have been unhappy with the way that your account closure has been dealt with. We do not make any money from replacement equipment. It is simply that as the equipment is provided on a rental basis it must be returned in order for an account to be fully closed. I have passed your feedback on to our Senior team so that we can review the frequency of calls as it is not our intention to upset our customers with these follow-up calls.
I can see from your account that you were in touch recently regarding sending back the pendant to us. We did send an email with a printable Freepost label so that the alarm could be returned to us free of charge. The labels we send include a tracking number so that when they are used our clients are able to track the return of their item. If you are able to provide us with proof of postage, or the tracking number you used, we can certainly use this information to follow up a claim with Royal Mail. Unfortunately, if you do not use our Freepost label or do not send the item tracked we have no way to locate missing items.
I can see that due to the circumstances surrounding your account closure our Accounts team has agreed to discount your outstanding payment to £25. This is significantly less than what it costs us to order replacement equipment.
I am very sorry for any upset or inconvenience you have experienced with closing your account. Thank you for providing us with your feedback as it will allow us to make improvements to our services.
Please let us know if we can be of any further assitance.
Kind Regards,
Rebecca
“Over all a good service the staff that answer the button are always first class. The problem starts when you no longer need the service, asking if another member of the family needs it is not what you want to hear at this time and if I wanted to be in sales I would find a job that I get paid for. I called to cancel and was told that someone would get back to me and then had to call back because no one bothered. At no point did my mum tell me about the equipment return policy so some has gone astray whilst her house was being cleared out so I should imagine that I will be charged loads of money for a few worn out cables. I don't need a reply to say sorry from some automated system just remember this service is about people at a difficult time and not just profit.”
Dear Diane,
Thank you for getting in touch and for providing us with your feedback regarding how we can improve our cancellation process. I am sorry to hear that you have not been happy with your account closure.
From looking into the account, I can see that you were called several times by our Customer Relations team but they were unable to reach you. We always offer our clients the opportunity to move the remaining time on their account to a friend or relative. We offer this so that the time on the account does not go to waste, especially as many of our clients have friends or family that may benefit from the alarm during the winter months. However, I appreciate that this suggestion will not be suitable for all occasions and instead Freepost packaging was sent out to you.
I am sorry to hear that the delays in us reaching you did mean that it was not clear that the equipment needs to be returned. I have escalated this feedback to our Senior team so they can look into ways of making the rental agreement clearer to our customers.
Again I would like to thank you for leaving us your feedback and apologise for any upset or inconvenience caused. I am pleased to hear that whilst you needed us you found the alarm service to be first class.
If we can be of any assistance, please do not hesitate to get in touch.
Kind Regards,
Rebecca
“Fantastic service and fast next day delivery. Very easy to set up the application and when we set the box up for mum, the contact centre responded within seconds to the test. Addressed mum by her name and she felt very reassured from that point that even though she was living in her own, she feels that she has someone there should she need them in an emergency. Absolutely brilliant service!”
“Hoping I never have to use my Lifeline24 Alarm, but if I do, then I take comfort in the fact that with just a press of the button, I will have expert action, within minutes, and be well looked after. So easy to install too.”
“No instruction on how to install the contact box to the wall. Setting the code also seemed excessively complicated. I wish I had not made the purchase and would like to return it!
Elizabeth Aggarwal”
Dear Elizabeth,
Thank you for getting in touch. I am sorry to hear about the difficulties you have experienced with your key box.
Please contact our friendly Customer Service team on 0800 999 0400 or email info@lifeline24.co.uk at your earliest convenience. We can certainly organise the return of your box or alternatively, we can organise for an engineer to help you to attach this to the wall.
In the meantime, if we can be of any further assistance, please do not hesitate to get in touch.
Kind Regards
Rebecca
“I find it incredible that I had to recruit the services of a highly technical friend to unravel the nonsense in your box. The system is now set up, but would not be without his assistance. Wrong cables etc.
Also I find your registration procedure to be absolutely ridiculous. I lost count of the number of times I gave you the same details. I can only hope that the alarm works better, if needed.”
Dear Anthony,
Thank you for getting in touch and for providing us with your feedback. I am sorry to hear of the difficulties you experienced with the setup of your alarm.
The alarm systems we use are designed as 'plug and play' systems. The product you chose works like any normal landline telephone. You simply unplug your home phone, put in our alarm box wherever the phone was, and then plug your phone into the back of the alarm.
For customers that would prefer not to use their landlines, or have a more complicated setup, we recommend our newer digital alarms. These alarms plug directly into a power source and are then ready to use.
I am pleased to see that you were able to contact our friendly Technical Team and they were able to get the alarm up and working with you. You have now tested through successfully.
I have passed your feedback on to our Senior team so that we can look into ways of improving the setup of our service. We are currently looking into ways of improving the registration forms for your feedback is very important to us.
Again, I would like to apologise for any inconvenience caused. Please let us know if we can be of any further assistance.
Kind Regards,
Rebecca
“Beware when you cancel if you have a quarterly plan as they don't offer any refunds, even if you return the equipment way in advance of the period the payment is covering (in our case returned the product due to a death and they would not refund the payment taken in November that covers January to March 2022 even though the equipment was received by them on 25th November. They cannot offer any explanation as to why and just quote terms and conditions at you and cooling off period! They also advise their industry is not regulated and there is no ombudsman to contact. It is not the money it is the principle they they are retaining funds for services they are not providing.
To keep things balanced having the alarm for our elderly relative did provide us with peace of mind and the emergency call handlers were always lovely no matter what time of the day or night the alarm was triggered.”
Dear Fiona,
Thank you for getting in touch and for providing us with your feedback. I am sorry to hear that you have been unhappy with the cancellation process.
I am pleased to hear that the system did provide you all with good peace of mind and you had a good experience with our emergency call handlers.
I can see that your complaint is currently being looked into with our Customer Relations team. Should you wish to discuss this further, please feel free to email us at info@lifeline24.co.uk or call our friendly team on 0800 999 0400.
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 needed to get a neighbour to help install it. The email to do with the form of information about my mum,wasn't emailed to me and still hasn't been. We needed help. We couldn't have done it by ourselves.”
Dear Annette,
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.
For our customers with a more complicated setup, or that feel they would struggle with installing their alarm, we can provide a newer sort of alarm that simply plugs straight into the landline.
Our friendly Technical team is available 24 hours for any queries you may have.
I have ensured to resend you your order confirmation, which includes a link to our online registration form. I have also sent you a further backup email with just a link straight to the forms. I would also recommend double-checking in your spam folders.
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
“The plan outlined clearly the setting up and execution professional and the equipment arrived next day as promised. Setting up was easy and introduction of plan carried out same day. First call and on line in two days was good start to a long association.”
“Incredibly fast service and very easy to install. Testing of equipment very easy and operators fantastic.
Gave me peace of mind only 24h after ordering it knowing my mum had this if she has a problem.”
“The online purchase was very straight forward with plenty of information available about the alarm. The customer contact form was a bit long winded and I had to enter addresses and contact details numerous times for this and the purchase. A postcode finder would have been good. The parcel arrived 2 days later than expected but that was probably due to Royal Mail! The set up and instructions were very straight forward and the testing with the team was also good. All in all a very good experience 😊”
“So far all we can pass comment on is that the delivery was as the brochure said next day and when we set it up and tested it there were no problems and that the staff on the other end were very pleasant and courteous.”
