“I organised this for my elderly mum, the service itself has gone ok unfortunately my mum has had to go into a care home & on informing the company & to arrange the return of the equipment I was informed that although the 2nd years payment had been made in full in March until April 2023 my mum would not be receiving any refund of her unused contract, the chap on the phone even suggested I find someone else to use up the rest of the contract. I am appalled that apparently by paying upfront it was said that it was unfair on monthly payers who actually can just stop paying when they need to.”
Good Afternoon.
Thank you for getting in touch today and for leaving your feedback.
I am sorry to hear that you have been unhappy with your experience with our Personal Alarm Service.
I have escalated your concerns to our Senior Management Team, who will investigate the matter and contact you within 5 working days.
Kind Regards,
Ash
“I emailed you on July 17th asking for help in setting up my 24 hour alarm.
I have never heard from you since apart from today when you ask me what I think.
I think your after sales service is very bad until I get some help with the setup.”
Dear Richard,
Thank you for getting in touch today and for leaving us your feedback. I’m sorry to hear that your experience with us thus far has not lived up to your expectations.
Regarding your original email request, I have checked our records and have not located an email sent from you regarding this matter. It is possible that a technical glitch prevented it from reaching us but allow me to apologise for the delay in getting back to you on this matter.
It is certainly never our intention to withhold assistance from our clients and we do strive to answer all emails within a working day of receiving them. To rectify this matter, I had arranged for a member of our Customer Service Team to contact you to offer support with the installation. However, during this attempt, your telephone was turned off and we were unable to reach you.
We can attempt to call you later at a more appropriate time, or you can request assistance yourself by calling our friendly Customer Service Team at 0800 999 0400. Our Customer Service Line is open until 10 PM each day and any of our staff would be more than happy to help you with this process at a time of your choosing.
Thank you again for your time and for leaving us your feedback. I would like to apologise for any upset or inconvenience caused. Should you have any further comments or queries please feel free to get in touch on 0800 999 0400 or by emailing info@lifeline24.co.uk.
Kind Regards
Ash
Dear Jean,
Thank you for leaving us your feedback today.
You can of course begin the cancellation process with us and receive a refund if the equipment is returned before the 4th of August. To begin this process, you can call us at 0800 999 0400 and we can arrange the return of the equipment and the closure of the account.
I hope this message has clarified the situation for you. If you require any further assistance at all, please do not hesitate to contact us again.
Kind Regards,
Ash
“I purchased my pendent back in March. I have been experiencing problems ever since and have been promised phone call after phone call and no one calls. Today I pressed the pendent and the emergency line couldn’t even here me and to end the call and phone me on my mobile. Good job it wasn’t a emergency and if it was good job the mobile was near. Not happy with customer service at all who can’t only respond to an email if it’s regarding sales. I’m now wanting to cancel my contract I’m afraid and no I don’t recommend”
"Good Afternoon,
Thank you for getting in touch today and for leaving us your feedback. I’m sorry to hear that your experience with the product has not met your expectations and that you feel proper support was not given for your concerns.
I can see from the notes on your Account that you have discussed this matter over the phone with my colleagues, as well as having sent an email with further information on what you have experienced.
I can confirm that, following these conversations, your concerns have been sent to our Senior Management Team, who will conduct an internal investigation into the matter.
They will then get in touch with you via the phone to resolve the matter for you. Please allow up to 5 working days for this process to be completed.
Thank you again for your time and for leaving us your feedback. I would like to apologise for any upset or inconvenience caused. Should you have any further comments or queries please feel free to get in touch on 0800 999 0400 or by emailing info@lifeline24.co.uk.
Kind Regards
Ash
“i have now been waiting 3 weeks for a keysafe to be installed. i recieved a email to say it would be installed on 07/06/22 betwine 8 to 1 i waited in all day nobody arrived . no contact was made to inform me why no body showed.ihave still had information as to when it will be installed. would someone inform me when and if this will be installed brian jones”
Dear Brian,
Thank you for your feedback today.
I am so sorry that you have been waiting so long for your Keysafe to be installed. We work with an external company in arranging the installation of a Keysafe and there can be some delays and miscommunications as a result of this.
I have arranged for a member of our Customer Service Team to get in touch with the company involved to request an update on the installation and to commit them to a firm date to come to the property. We will then be in touch after this conversation to update you on what information is gleaned and what will happen going forward.
I apologise again for any inconvenience caused by this. If you have any other questions or queries, please feel free to contact us again.
Kind Regards,
Cordelia
“My 94 year old cousin spent 48 hours on the kitchen floor as the pendant alarm didnt work. Unfortunately Lifeline didnt work out the pendant wasnty working until after the accident. This will have accelerated her death.”
Good Morning,
Thank you for leaving us your review.
On behalf of all of us at Lifeline24, I am so sorry to hear of this recent incident. Our thoughts are with you during this difficult time.
I can see that you have been in touch with our Customer Relations Department who have forwarded this matter to our Senior Management Team. You can expect to hear from them within 5 working days.
Again, I am so sorry to hear about the issues with the equipment. In the interim, if we can be of any further assistance, please feel free to contact us again.
Kind Regards,
Ash
“I will be pleased too write a review when I receive a watch I can wear!!! Both the watches you sent me have the buckle side of the strap round the wrong way !! I have returned one for your comments .If I cou!d take it off and turn it around I would but its too tight.I await your reply and hopefully awatch I can wear Regards. Pat Bonwick”
Dear Patricia,
Thank you for leaving a review today.
I am sorry to hear that you are having continued issues with your Lifeline24 Alarm Equipment. I have arranged for a member of our Customer Service Team to get in touch with you to arrange something more suitable.
If you require any further assistance, please do feel free to contact us again.
Kind Regards,
Ash
“Appalled with such a large increase of 40% per month for my parents alarm(21.91 to 30.58).
No notification about increase just taken on my recurring CC”
Good Morning,
Thank you for leaving a review today.
I am sorry to hear of this recent increase on your renewal. To resolve this matter for you, I have arranged for a member of our Customer Relations Team to contact you to discuss your renewal in greater detail.
Additionally, I have frozen the renewal price on your account to £21.91 and added a month of free service.
If you have any further questions or queries, please feel free to contact us again.
Kind Regards,
Ash
“This system has been a nightmare.It kicked off late at night when I
was in bed asleep witjh a false alarm on the same day it was installed.
The next day I came home around midday after attending a meeting with my mobile muted but constantly buzzing to find neighbours and
an ambulance waiting outside my house and para medics knocking on my
door. It was another false alarm. I never even had the pendant with me.I phoned
the office and waited over 2 hours before they contacted me, at which time I had
had enough and cancelled the contract. It was not gong to happen for a third time There was no interest in my predicament
no urgency at all and my nerves were shattered.Its a good system but whoe betide you if things go wrong.”
“DO NOT BUY FROM LIFELINE24, find another company. They do not spell out clearly their zero refund policy. Read carefully the excellent review by Andrew Excelby who reluctantly had to award one star because there is no zero star category. And if there was, I would join him too.”
Good Afternoon,
Thank you for getting in touch and for leaving us your feedback. I am sorry to hear you are unhappy with our returns policy.
Our policy is that was all plans and purchases you have 30 days in which to return the item for a refund. You also have 30days after any renewal payment is made.
I am sorry to hear that you are unhappy with this. We offer a free transfer and upgrade service for those that wish to cancel their term early.
Please let us know if you have any further questions.
Kind Regards,
Rebecca
“At the moment the phone is not connected. I am waiting for my niece to come and fix it. The lifeline was cutting off my landline so had to unplug your lifeline.”
Dear Shirley,
Thank you for providing your feedback regarding our Service.
I am sorry to hear of your ongoing troubles with your Lifeline24 Equipment. I can see from your account that we had been in touch at the time to try and resolve the matter with some additional equipment, but we have not had an update yet on whether this was successful.
As such, I have arranged for a member of our Customer Service Team to get into touch with you to see if the matter is still ongoing and if there's anything further we can do to assist.
If you require any further assistance, please feel free to contact us again.
Kind Regards,
Ash
“Disappointed that I wasn't told that the basic system I ordered wouldn't work with my phone system so have to send back and upgrade to different system not using landline vonage is my land-line system so that people know”
Dear Angela,
Thank you for getting in touch and for leaving us your review.
I am sorry to hear that the standard alarm was not suitable for you. However, I can see you have since been in touch with our Technical Support line who have upgraded you to our digital alarm.
The analogue systems work with any standard landline, regardless of provider. However, they are not compatible with all digital VOIP lines and as such we have a new model suitable for these lines.
Again, I am very sorry for any inconvenience caused, please let us know if you require any further assistance.
Kind Regards,
Rebecca
“I ordered the LIfeline for my mother co-operating with the hospital care team who were involved in discharging her from hospital. The unit arrived promptly. Very sadly my mother passed away in hospital - we did not even get round to setting the unit up. When I rang to explain what had happened and ask for a refund I was told that a refund not possible and did I know anyone that we could pass the unit on to? It just seemed a very insensitive way to deal with things - I was still in shock following my mother’s passing and didn’t have strength to challenge properly. I realise that there was probably an agreement but it made me angry as my mother was always very careful with her money and would have been very cross. Thankfully the hospital care team were very helpful on our behalf and we have finally received a partial refund excluding an admin fee following request for death certificate and return of unit. It was very sad that my mother passed away and I do feel that it was not entirely handled in a sympathetic way by lifeline.”
Good Afternoon,
Thank you for getting in touch and for providing us with your review.
I am very sorry to hear that you have been unhappy with our service.
I do apologise for our mistake, I can confirm that you certainly are due a refund and that this has now been processed and sent back to you.
Again, I would like to apologise for the confusion and that you were initially given the wrong information.
Please let us know if we can be of any further assistance.
Kind Regards,
Rebecca
“Unfortunately this alarm does not meet the basic requirement of working when the wearer falls. My frail 91 year old sister has had three falls in the past year whilst wearing this falls button - one a simple overbalance onto a soft carpet, one very serious fall from steps hitting her head on the wall and bleeding profusely and another outside on a bitterly cold day. On none of these occasions did the fall button work. All I have received from Lifeline are inplausible excuses but three times is not acceptable - it has been returned. Do not rely on this equipment.”
Dear Priscilla,
Thank you for getting in touch and for leaving us your review.
Thank you very much for bringing this to our attention. I hope that your sister is recovering well and I would like to sincerely apologise on behalf of us all at Lifeline24 for the problems you experienced with the system.
The equipment was tested upon return and we found there to be no faults with the systems. Unfortunately, not all equipment is suitable for all user's needs. We do offer a range of different products and options to make sure the equipment suits them.
I can see you have since been in touch with our Customer Service team who have been able to close the account.
Again, I would like to offer our sincere apologies.
Kind Regards,
Rebecca
Good Morning,
Thank you for your feedback.
I can see that the order was cancelled on the same day and a refund was issued within five working days of the order.
I hope that this has full resolved the matter for you and if there is anything else we can assist with then please get in touch.
Kind regards
Richard
“I resent having to give this company even 1 star! Please BEWARE before purchasing from this company that their tactics are shrewd at best, but plain disgusting really.
My grandmother had a fall and I felt the need to get her an alarm - I chatted online with someone at Lifeline to confirm that there would be a full refund should she not be happy with the unit and wish to return it. The live chat operator confirmed this, so I ordered.
On receipt of the device, my gran decided it was too complicated and not for her, so I called Lifeline to arrange the return. I was told that someone would need to call me back (odd). Shannon called me back and was fairly sharp in stating that as I had already paid for three months use upfront, this would not be refunded and could I pass the device to a friend or family member who might want it - I explained that I had spoken with an operator prior to purchase who had confirmed that I could return the device and get my money back. Shannon told me to send the device back and they would process it from there.
Minutes later, I missed a call from Shannon, so I called her back. Thankfully I spoke to someone more senior than Shannon who agreed that under the Consumer Protection Rights Act, I was due a full refund - the lady I spoke to was far more helpful and arranged for the returns label to be sent so that I could return the device.
I returned the device on 28/02 and my gran has not had any money returned to her as of 09/03, so I called Lifeline to find out what was happening. I was then told that the device had been received, but not yet processed and when it is (next couple of days), that my gran will receive a refund MINUS £35 JOINING FEE.
When I asked why, given the Consumer Protection Rights Act legislation that states a minimum 14 day cooling off period allows for a full refund, the representative told me that their terms state the joining fee is non-refundable.
I cannot urge people strongly enough NOT to trust this company - I have been underwhelmed and unimpressed by the complete disregard with which they treat their customers and it is extremely concerning given that most of their client base would be elderly or vulnerable so will probably roll over and accept this treatment.
I will be consulting Citizens Advice and seeking legal advice - DO NOT BUY FROM THESE PEOPLE!!!”
Dear Andrew,
Thank you for getting in touch and for leaving us your feedback. I am sorry to hear that the system was not suitable for your Grandmother.
You are correct, within the first 30 days you are due a refund. I am sorry to hear there was some confusion with this and that you were given the incorrect information.
Unfortunately, there is a lot of time and work that goes into starting a system up and getting it sent out. This means that with our systems a non-refundable joining and setup fee is required. This covers the costs that go into testing, pre-programming, and sending out the alarm. It also covers the admin costs of starting up your account with the Alarm Response Centre and registering the contacts and medical details.
I am sorry to hear that this was not made clear enough.
It is certainly not our intention to upset or mislead our customers so I will pass your feedback on to our Senior team for them to review whether there are ways we can explain this better to our customers.
Thank you again for leaving us your feedback. Again, I would like to apologise for any upset or inconvenience caused.
Kind Regards,
Rebecca
“First sensor didn't work. Second sensor didn't work. No follow up to check. Chased up and 3rd sensor promised. Nothing received & no follow up several days later.”
Dear Doreen,
Thank you for getting in touch and for leaving us your feedback. I am very sorry to about the issues you have experienced with your system.
I can see that our Technical team has been investigating your issues and have recently discovered a solution. We did try to get in touch today to apply the update but unfortunately, we were unable to reach you.
I have emailed you directly to confirm the best time and phone number for us to reach you on.
Again, I would like to apologise for any upset or inconvenience caused.
Please let us know how you wish to proceed.
Kind Regards,
Rebecca
“Not very impressed as I have not had a response to my information form and have not been able to activate my alarm , very disappointed so far should be no stars really.”
Dear Raymond,
Thank you for getting in touch and for leaving us your review. I am sorry to hear that you have been unhappy with your recent order.
Thank you for bringing this to our attention as we will need to investigate why you were not contacted. I can see that you sent a paper copy of the form to us in the post so our usual process would be to email or call you to confirm this.
I can see you have since been in touch with our friendly Customer Service team who have been able to confirm that your form has been received. I can see that your alarm is now active.
As a goodwill gesture, I have added a month of free service to your account so that you have not been charged for any time you have been unable to use.
Again, I would like to apologise for any upset or inconvenience caused. If we can be of any further assistance please do not hesitate to get in touch.
Kind Regards,
Rebecca
Dear Jill,
Thank you for your review.
I am sorry to hear you have been unhappy with your service.
From looking into the account, I can see you have since been in touch with our Customer Resolutions team who have been able to resolve your complaint.
Again, I would like to apologise for any upset or inconvenience caused.
Please let us know if we can be of any further assistance.
Kind Regards,
Rebecca
