“I joined in 2017 and service has been okay. I lost the alarm fob in March 24 and I ordered a replacement for £49. Before the new one arrived, I found old one. I contacted the company and was told a refund would be requested. I returned the new fob. The new fob was received by Lifeconnect24 but no refund has been received. I contacted company and was told that a refund is against company policy and that refund requested is not the same as refund guaranteed. So, the company now has my rental money and the fob I've rented and refuses to return either.”
Dear Dominic,
Thank you so much for taking the time to share your feedback about your experience with LifeConnect24. We truly appreciate it.
Firstly, we would like to apologize for the inconvenience and frustration you have experienced regarding the refund for the alarm fob. We understand the situation and we apologize for any misunderstanding or miscommunication that may have occurred.
We would like to assure you that this matter is of utmost importance to us and we are currently looking into it.
We value your suggestion for improvement and would love to hear your thoughts on how we can make things better for you. Your satisfaction is our top priority and we want to ensure that we address your concerns promptly and effectively.
Once again, thank you for bringing this to our attention. We apologize for any inconvenience caused and we will do our best to resolve this matter as quickly as possible.
If you have any further questions or need any assistance, please do not hesitate to contact us directly. We appreciate your patience and understanding.
Best regards,
Megan
“Terrible after care service, My Father died within 6 weeks of receiving the product.. Paid a whole year up front for peace of mind for us as a family. Then to be told we have your money and you cannot have a refund ..Disgusting . My father spent £220.00 of his life savings as it was a condition on leaving hospital then he died within 6 weeks and you keep 10 months of his pension money. Greedy comes to mind no compassion what so ever . Do not use this company .soon took his money with to recourse to the family members... DO NOT USE THIS COMPANY TERRIBLE AFTER CARE SERVICE. Playing on peoples grief and weaknesses when you need support. DO NOT USE THIS COMPANY”
Hello Chris,
Thank you for your review and for sharing your feedback on the Service.
I am sorry to hear that you are dissatisfied with the refund policy as it currently exists. I can confirm that we did try and get in touch over the phone to discuss your concerns but were unable to reach you after repeated attempts.
As such, if you would like to reach a resolution on this matter, I would recommend calling us at 0800 999 0400.
Best wishes,
Ash
“Disappointed to find out that if you pay a year's subscription in advance, that no proportionate refund is available if death is over a month later. Also had to repeat the deceased customer's details twice to 2 different people. Would not recommend this service going forward.”
Hello,
Thank you for your review and for providing your thoughts on the Service.
I am sorry to hear that you are unhappy with the refund policy as it is currently constituted. Please rest assured that I have shared your feedback with the corresponding department so that it may be discussed in the future.
If you have any additional need of assistance, please feel free to contact us again.
Best wishes,
Ash
Hello Brenda,
Thank you for your review and for sharing your feedback with us.
I am sorry to hear that you were unhappy with your experience of the Service. Please rest assured that your feedback has been raised with the relevant department for further review.
If you do have any further need of assistance, please feel free to contact us again.
Best wishes,
Ash
“Very poor customer service. Initially, the service was great. However, the auto renewal of the contract was not made clear. Money was taken from my account without notice, and the renewable price was 3.2x the previous year. Even after returning the previously unstated rental equipment, I have now had to take legal action to recover my money”
Hello Andrew,
Allow me to express our gratitude for you having shared your thoughts on the Service thus far.
However, I must also admit my sadness that you have been unhappy with the experience thus far. I would like to assure you that all your feedback has been raised with the relevant department for further review.
I can also confirm that a contact attempt was made earlier in the week with another to be done in due course.
Best wishes,
Ash
“We still do not have a working alarm. Several calls to customer services and finally a call back technical team, have failed to deliver the service promised. We have been left disappointed and in despair.”
Hello Susan,
Thank you for your review, we do appreciate all feedback.
We are sorry to hear that the service we have provided has left you disappointed.
We are aware that a member of our technical team has called you today and will be calling you again to get this matter solved.
Best Wishes,
Elliot
“Great whilst it lasts, but cancelling needs verbal confirmation and you have to give that to a specific team - so the person who answers and ask why can't take that as verbal confirmation as it is not in line with protocol! Just not the hassle that someone caring for an elderly relative and dealing with their own life needs.”
Hi Rebecca,
Thank you for your review, we do appreciate your feedback. We are happy that you found our service great however dismayed to hear you have had issues with our cancellation process.
Due to the lifesaving nature of our service, cancellation of the account needs to be done via verbal confirmation to protect the safety of our vulnerable customers.
However, we do appreciate all feedback provided and this will contribute towards process development in the future.
Best Wishes,
Elliot
“The service was good on ordering
The package was delivered the next day
By being thrown over a 2 metre gate
Thanks Royal Mail a Stella performance
My 100 year old mother was forced to collect she has great difficulty walking
Do we now have a damaged product ?”
Hello Paul,
Thank you for your review and for bringing this matter to our attention.
I have shared your feedback with Royal Mail so that they may consider it in whatever matter they see fit.
If you require any additional assistance, please feel free to contact us again.
Best wishes,
Ash
“I'm not particularly happy with the Customer Service I've received from Lifeline 24. I purchased the Fall Alarm on Thursday 8th February and the unit arrived on Friday 9th which was great, but the instructions say not to set the unit up until a confirmatory email has been received to say that all my details have been received. I still haven't received an email to date. I went online on Monday and spoke to someone on the 'chat' and they apologised and confirmed that it was ok to set the unit up. However, after following the instructions in the booklet, the unit didn't work and I was getting a 'this number is not recognised' message. I was very busy at the weekend and didn't get a chance to do anything more about it. I tried once on the Saturday to ring Customer Service 0800 number but the queue was so long I gave up after about 10 minutes. Then on Monday 12th I had to go to work (and had to just hope that my husband didn't have a fall). On Tuesday 13th Feb I rang Customer Services in the morning and explained that I wasn't able to set the unit up and was told to unplug everything, leave it for 15 minutes, plug it all in again and it should work, which it didn't. I rang back again and someone told me they would put my query through to the technical team and someone would call me back, no-one did. I rang later in the day and spoke to someone else. I explained that I needed to go out in the afternoon and the whole purpose of having the alarm was so that I could leave my husband alone and have peace of mind in case he has a fall. A young man tried to get me through to speak to someone straight away, but no-one was available. Someone did ring in the afternoon while I was out, but I missed the call and it wouldn't have helped anyway because I wasn't in the house to go through everything with anyone. I tried setting it up again on Tuesday evening with the same results, it still didn't work. I rang Customer Services again and they said that someone "should" call me back the next day as they hadn't been able to contact me earlier on the Tuesday. In desperation, I rang BT to see if they could help me work out what I was doing wrong with the set-up. Some extremely helpful young man at BT went to a lot of trouble and took a lot of time with me and he told me I would need to call Lifeline24 again the following day and ask whether the alarm is compatible with BT's digital voice service. On the Wednesday morning 14th, I did this and spoke to a very very helpful young lady at Lifeline24 who has obviously had some training, because she immediately knew what to do (didn't need to transfer me to the technical team) and went through what I needed to do to set the alarm up through my Router. That young lady's name is Keira Sibbons. I'd really like to commend her, she was very polite, very patient and knew exactly what to do. I hope she gets some sort of commendation or bonus for being so helpful. So now that I have the alarm actually working I'm very happy with it, but I do think that you need to train your staff so that they can maybe ask a few pertinent questions, as someone non-technical may have been able to help me much earlier on if we'd got to the bottom of what the issue was. I would also recommend that when you send out your alarms, you put a separate sheet inside each of your booklets, explaining what you need to do to set the alarm up if the broadband system at home is BT's Digital Voice service (rather than the standard landline broadband service) as the set-up for this is nothing like what's described in your booklet - and for a non-technical person like me some simple instructions would be a Godsend. Anyway, you asked for feedback so I've given it - and I would again like to thank Keira Sibbons very much for being calm and so helpful. I am a carer and I work full-time and things like this really add to my stress-levels when it was really so unnecessary.”
Hello Teresa,
Thank you for your review and for bringing this matter to our attention.
I regret to hear of your initial difficulties with setting up the Alarm and receiving the required help from us. This is certainly not our intention for our initial processes and I will be more than happy to share your comments with the Team for review.
I am gladdened to hear of your kind words for our Staff and will be certain to share your words with Keira when possible.
If you require any additional assistance, please feel free to contact us again.
Best wishes,
Ash
“I am disgusted with this company, I have had a alarm that has only partially worked, so thinking I was safe with a falling alarm I was left at risk, when I sent it back and asked for a refund I was told no. they state that the monitoring of the alarm is only half the service but are can you monitor something that is not working? then the other part you say is the rental but again I ask you is it fair to expect someone to pay for something that did not work most of the time. Also they have no governing body because they are private. I cannot ask the question about a refund as you have said I will not get one”
Hello,
Thank you for your review and for taking the time to leave your feedback on the Service.
We are sorry to hear that you are dissatisfied with your experience of the Service and can confirm that several private messages have been sent to you in the hopes of resolving your concerns amicably.
Of course, I can also confirm that all of your comments with be shared with the appropriate department for further review.
Best wishes,
Ash
“Terrible customer service. My unit was flashing and was told to change the battery. It’s wired in, I’m disabled not an electrician. They sent me a new unit, that also had a flat battery and was talked through how to reset it, which cut off my phone line snd unit didn’t work due to the flat battery . Finally got a female customer service operator who sent me another unit, plugged in and worked straight away. This was a careline box, not a lifeline box. I feel they were trying to get rid of old untested stock? Very poor service. Apart from that I was charged £50 more than the advertised price this year. Guess who won’t be renewing nrxt tear? Help line operators can’t be faulted, but customer service need some training, except for excellent female operators. Males seem to have no interest which can be heard in their voices, that is when you can even hear them, both male operators said it was a bad line but the female lines were 100% . Most odd. I will look elsewhere for my help next year, I would now except I read the refund process is “difficult” which I read as non existant”
“Made an initial contact by telephone to arrange a contract and got the most dreary, unintelligible and uninterested individual. Decided if this was the frontline for the company what would the product and rest of the service be like. Shame as the product offering looked very good.”
“Contacted via email to advise mother had gone to hospital & will be going into care.
Told I had to ring to cancel - seriously never heard of anything so ridiculous.
Refused to do this - a written cancellation is more than adequate!
Paid annually, still over 2 mints to go and told no refund due! WHY??????
Already had to pay an additional £60 for a replacement fob too.
This company are robbing the disabled.
I would NOT recommend them - look for another service provider.”
Hello,
Thank you for your review and for sharing your thoughts on the Service.
I am sorry to hear that you are unhappy with the cancellation as it has transpired on this account. I have sent you a private message in the hopes that I can address your concerns.
Best wishes,
Ash
“My elderly mother had the personal alarm service but having recently taken over her finances I have found that LifeConnect24 have been charging her for three years for the more expensive fall detector service. I was offered no refund or apology. My Mother recently had to go into Care so I have ended her contract which still had 10 months remaining. Again, no refund given, so we are paying for 10 months service that will never be used. My advice to anyone is to make sure you only pay monthly rather than annually because you won't get any money back. Also make sure you cancel your standing order with the bank as they won't do that for you. They are happy to sign you up but are very mean spirited when it comes to ending your contract.”
Hello John,
Thank you for your comments on the Service.
I am sorry to hear that you have been unhappy with the cancellation as it has proceeded in this instance. I have sent you a private message that seeks to resolve the matter for you.
Best wishes,
Ash
“Got the box. Got charged £35 for set up fees. It didn't work and I ended up on the phone for half an hr up and down off the floor, unplugging box, plugging back in, crawling behind tv to try and set wifi up on it cause it wasn't workin. To then be told they'd send me another box and I had to send this one back. Surely its me who shod be getin the set up fee. What a joke. Good job it wasn't my 83 Yr dad havin to do it”
Hello Joanne,
Thank you for your review and for taking the time to share your thoughts on the Service.
I am sorry to hear that the initial experience has not been entirely positive for you. I can confirm that a private message has been sent to you in the hopes of resolving the matter, in addition to a report that has been created detailing your concerns.
Best wishes,
Ash
“When I received the new alarm it didn't work. I spoke to your technical team and they suggested I revert to the old alarm, which partially works and I have returned the new one to you. Not much good.”
Hello,
Thank you for your review and for taking the time to leave your feedback on the Service.
I am sorry to hear that you have been having trouble with your Alarm Equipment. I have raised your feedback with the appropriate department.
Please also rest assured that the device you currently possess has the same functionality as the new item that was provided and should entail a reduction in capability.
Best Wishes,
Cordelia
“Lifeline24 once denied my request for ambulance when i was having angina . I am heart patient , diabetic, deaf and in wheelchair . I was a domestic violence victim . Due to a DV incident i had to call police . a grumpy police officer was there. He was rushing off and very arrogant. so he told Lifeline24 call handler that he believe i am okay and no need medical assistance. Then life line24 call handler told me, they don't have any special privilege for call ambulance. And ended my call. This is very unreliable service . Dont waste money on it. You will pay money but there will be no guarantee that they will assist you. I am looking forward to take legal action for not calling ambulance when they are aware of my heart condition.”
Good Morning,
Thank you for your review and for taking the time to leave your feedback on the Service.
We are sorry to hear that you have felt let down by the Service thus far and would like to assure you that a full report of your concerns has been compiled and shared with the appropriate department for further review.
I would be more than happy to proffer additional assistance for you, but have been unable to locate your account in our records with the information provided. As such, if you would like to discuss this matter with us in hopes of an amicable solution, you can do so by either calling us at 0800 999 0400 or by emailing info@lifeconnect24.co.uk.
Best Wishes,
Cordelia
“Have cancelled my order because at 91 years old I didn't expect to have to set it up on my own. I have sent equipment back I am still waiting for m6 refund.”
Hello Teri,
Thank you for your review today and for taking the time out of your day to share your feedback on the Service.
I am sorry to hear that you were dissatisfied with the requirement to install the equipment. We have endeavoured to make the process as easy as possible, but I will be certain to share your feedback with the relevant departments for future review.
Best Wishes,
Cordelia
“The alarm doesn't work outside our home. We have been persuaded to try an upgrade but it hasn't arrived yet.
When the alarm does work it is the base that talks - it is unlikely to be in hearing distance from the user...”
Hello Alice,
Thank you for taking the time to leave your feedback on the Service.
I am sorry to hear that you have had a few difficulties with the set-up of the Alarm. I have written you a private message to further assist with the matter and have raised the matter with the appropriate departments for further review.
Best Wishes,
Ash
