“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.”
“Ordered on Friday afternoon, arrived on Saturday morning (early). Very easy to install. Easiest way to proceed is to do the paperwork online (although a paper copy is provided). This allowed the system to be set up fully and tested by Saturday afternoon. Just excellent response. (Note that if you do intend to use the paper form, testing and set up cannot proceed until this has been received and your account set up - on line is therefore much faster).”
Good Morning,
Thank you for getting in touch. I am sorry to hear of the delays you have experienced with receiving your alarm.
I am pleased to see that you have been in touch with our friendly Customer Service team who have been able to arrange a replacement alarm if required.
Again I would like to apologise for any delays and thank you for bringing this to the attention of our team.
Should you require any further assistance, please do not hesitate to get in touch.
Kind Regards,
Lifeline24
“Tried button out 2 days after receiving it ( for my Mother's use ) and the emergency responder had the incorrect name / address and no record of my Mother.
I had submitted the " on- line " questionnaire with all the contacts and details but the responder did not know these and I had to go over them to her.
I just hope this is being sorted now and will try out the emergency response again on Tuesday . To make sure the registration goes through ok”
“Great service - ordered one day delivered and set-up following day. Really easy to install and very helpful response / admin Team for the install / initial Test. Real piece of mind for my elderly Mother and her Sons and Daughter.”
“Beware we paid £199 for my late mother in May for 1 year subscription. She passed away in July and they will not provide a refund. They provide a transfer to someone else, what use is that? They demand the equipment back which I think has more than been paid for over the last 3 years? They must be making so much money out of the elderly who have to go into a home or pass away. Very disappointed with this company”
Dear Anne,
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.
I am sorry to hear that our cancellation policy was not made clearer to you.
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. This is why we offer a transfer so that you can make use of your remaining time.
However, as the alarm is provided on a rental basis it does need to be returned to us. You are paying for the rental, monitoring, and upkeep of the alarm and as such you do not pay for the equipment itself.
Unfortunately, as we have had to take out a full year of service in order to provide you with such a discounted price we are unable to provide a refund at this time.
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
Dear Gwilym,
Thank you for getting in touch. I am very sorry to hear that you have not received the Big Button Phone you ordered from us.
I have escalated this to our Senior team. One of my colleagues will be in touch very shortly.
In the meantime, please let us know if we can be of any further assistance.
Kind Regards,
Lifeline24
“I'm completing this on behalf of my mum. I'm absolutely delighted with the service from Lifeline. When setting it up every single person was friendly and helpful. It's the same with my 90 year old father in law, when we do the monthly check the staff are always very pleasant and the calls are answered speedily. It gives me and my family great piece of mind and at a very reasonable cost too. Very satisfied so far!”
“Unfortunately the mobile signal seems to be poor so quality of sound from our box is not good. I rang Customer Services who first said erroneously that we didn’t have a lifeline24, then after some delay, advised us to move the box nearer a window. This has made no difference.”
