“My Mum paid for a yearly subscription, and our circumstances changed 6 months into the contract and we needed to cancel, and this company does not refund your subscription. They tell you it is because the annual subscription is discounted that you are only paying for 9 months, they still will not refund the amount of credit. When your customer base will be mostly elderly and or vulnerable people who may be on low income this is clearly a scam to make money on such people. I would recommend if you need assistive technology to contact your Local Authority who have a duty to safeguard our vulnerable members of society and will certainly not exploit those in need and will refer you to a reputable company that will have gone through a fair tendering process to ensure that their customers receive a service that protects them. For us as a family that all work in full time employment the monetary value of the refund was not important, just ensuring that our Mum is safe and well is paramount, but if you are considering this for yourself or your family member, I would reconsider.”
Good Morning,
Thank you for getting in touch and for providing us with your feedback.
I am very sorry and very disappointed to hear that the terms of your contract were not made clearer to you. We certainly do not want to leave you with the impression that we are trying to scam our customers.
The system we provide can be very important and even life-saving for many of our clients and we do feel a responsibility to be providing the best service possible.
When taking out our Annual subscription we are able to provide a significant discount - unfortunately, we are only able to do this by organising the year in full.
I have called you directly in the hopes of resolving your complaint. We were able to discuss your problems further and I hope I have been able to clarify the policy a bit further. As an apology and a goodwill gesture after learning that your agreement was not made clearer to you, we have been able to process a partial refund.
Should you need any further assistance please call us. You can ask to speak to me directly should you wish to.
Kind Regards,
Rebecca
“Easy to install, staff very helpful on set up call.
Now I feel more confident moving round the house and garden, as I live alone and am disabled. Thank you.”
“I ordered and paid for the lifeline over the phone but there was no order form but I have subsequently received and completed this. I just need confirmation that it is OK to install the lifeline. I could not complete the order form over the phone as it would not accept the order number.”
“Received it in good time after I ordered it, really simple to set up and easy to use on the test runs , staff really helpful in the other end of the line”
“Set up was really easy helpful people on the other end when we did the test The watch version is a bit bulker than I thought and the strap is quite stiff but i'm hoping this will improve as my mum keep wearing it. arrived next day as promised”
“The people I have spoken to so far seem very efficient and friendly and if ever I need to alarm, I feel confident I shall be well looked after. I feel very confident that I have done the right thing.”
“Easy set up straight from the box. Complete piece of mind for both my dad and his family knowing help is a button press away. Friendly staff also talk you through the setup.”
“The staff have been very good and the whole system is very good value. I appreciate the fast delivery and easy setup.
The only slight criticism from me is that the intercom could be louder, especially when the operator had her mic turned down. I am hard of hearing so struggle to hear well.”
“Excellent customer service, easy to order & set up. Peace of mind that there is some one there to help if my Dad needs it. Will definitely recommend to others.”
“Very helpful when I ordered my Lifeline through Simon .
I placed the order mid afternoon,by the following day a midday it was delivered,what good service!”
“Just completed my set up and initial test. So far everything seems very simple and efficient. Very impressed that the test from the end of my garden worked!”
“I applaud the excellent service so far, the initial ordering online and the following set up were both so easily done. I highly recommend Lifeline 24. +++”
Dear Miranda,
Thank you for your kind review.
I am pleased to hear how friendly and efficient the service has been.
Should you have any further feedback, please do not hesitate to get in touch.
Kind Regards,
Rebecca
