“I called today to cancel the service as my mother died last week. I was informed that the box and all pendants must be returned before they cancel the service and as the quarterly amount is due to go out this week, they would not be able to refund any money. Very disappointed with this, as up until now I thought the service was great.”
Good Afternoon,
Thank you for taking the time to leave us your feedback. On behalf of us all here at Lifeline24, I am very sorry to hear of your loss.I am sorry to hear our cancellation policy was not made clearer for you.
All of our Alarm Equipment is provided on a rental basis. Therefore we do require all equipment returned in order to close an account.
I have investigated your account further and I can see that, unfortunately, your Direct Debit had already been submitted to the bank. This means that it is outside of our control and we can no longer cancel the payment.
I am very sorry to hear of any upset or inconvenience this has caused.
Please do not hesitate to get in touch should there be anything further we can assist with.
Kind Regards,
Lifeline24
“My mother in law passed away on the day it was delivered, we notified you and returned the un opened box. Very dissapointed that you chose to return only £29.97 and not the £64.97, do you really have to stoop this low to earn a living?”
Dear Nicholas,
Thank you for taking the time to leave us your feedback. On behalf of us all here at Lifeline24, I am very sorry to hear of your loss.
Our standard procedure is to retain the £35.00 New Customer Fee. In order for an alarm to leave our premise we have already completed the administration on the account and the pre-programming of the alarm, the costs of which are covered by this Fee.
We do, however, look at each situation case by case.
Again, I am very sorry to hear of your loss and would like to apologise for any upset or inconvenience this may have caused.
Please do not hesitate to get in contact with our friendly customer service team on 0800 999 0400 or by emailing us at info@lifeline24.co.uk.
Kind Regards,
Lifeline24
“Very satisfied with the Lifeline 24. The order was sent and I received it within a day. I feel quite safe and comfortable as I had been experiencing one or two falls lately.
I can shower and sleep with the alarm in place.”
“II have been using Lifeline for several months now and am so pleased with the peace of mind it brings. I got it after a fall out of bed which with a life threatening condition landed me in hospital. It was sheer luck my elderly mother was staying and my mobile was to hand. Otherwise I would probably not be here to tell the tale.”
“My wife, Trish, is relieved now that help is at hand should she need it. It is a weight off my mind also, having fitted an extra three phone extensions around the flat in case of a fall! Big thanks from her, and a big thanks from me!”
“Very helpful lady answered my initial queries. Ordered item and it arrived next day. Excellent installation instructions made the whole process easy. Such a relief to know my Mum is in safe hands.”
“The alarm is super, smart and small easy to set up. The staff were very professional and helpful. A very good experience, I feel much safer should there be a problem. Thank you.”
“As far as I can tell it seems very good. It was easy to install with very helpful videos showing exactly what to do. The paperwork was also very carefully explained and helpful.”
“The service level shown from whom I had contact with was absolutely exceptional; the staff's product knowledge, their attitude and their sheer professionalism are a credit to the owners; they have clearly hand picked the best advisers out there and guided them to exceed most people's expectations.”
“I am now assured that if I fell down help would be at hand.
However I also purchased a Key Safe at the same time and cannot get it to work so have returned it to be checked if faulty.”
“Installation went smoothly and any problems have been dealt with quickly and courteously. They have been very patient with several false alarms, mainly caused by the fall detector alarm which I originally chose. I have now changed that for the ordinary one which is much more satisfactory and I received a refund very promptly. All good!”
“This alarm is for our mother and it gives us all peace of mind knowing there is someone at the end of a button who would be able to respond to her immediately.”
“I ordered the Pendant version of the Fall detector but didnt realise it only detected hard falls. Mum has fallen several times and the alram has not has not activated. The Paramedics have advised that we need the wrist version.”
Dear Anita,
Thank you for leaving us your feedback.
I am sorry to hear of that you have had problems with your Mother's Fall Detector.
A member of our customer service team has called in order to arrange a replacement wrist detector to be sent to you. However, they were unable to reach you.
We will try to be in contact again regarding this. In the meantime, please feel free to get in touch with our customer service centre on 0800 999 0400 or by emailing us at info@lifeline24.co.uk.
Kind Regards,
Lifeline24
