“Ordered the Fall Detector for my mum yesterday & received it as advised 24hrs later. Connected it up with no problems. Did all the tests required with help from extremely helpful & polite staff. So pleased with it as gives my mum peace of mind & me (her daughter) relief that help is at hand if I'm not available especially as her lifetime partner & husband & my father only passed away 7wks ago.
Thankyou so much Lifeline24”
“Setup was straightforward. When testing all receptionists were courteous and professional and when we needed to use the alarm it worked as it should. Great service. Very happy”
“So after having to return the items 6 months into an annual contract, we were informed that we would not receive a refund. I left a review on the site as I think as a business that customer base is the most vulnerable of society, that they are just ripping people off by not refunding the service that you have paid for and not telling you this when you purchase the service. I was quickly contacted and offered a refund, and that was obviously to encourage me to take the review down. They as a company have left a very detailed apology to say that they as a good will gesture will refund my elderly vulnerable mother, makes them as a company look good doesn't it. It the policies and processes they need to be looking to change, not just trying to keep someone quiet who has left them a bad review. However as you can probably guess the refund never arrived. This company in my opinion has very poor ethics especially as they are providing a service to our most vulnerable people and also relatives when's they are probably at their most concerned for their family member. My review is not about the refund we work full time so we can make sure our Mum is safe, however I work in social care and see how many vulnerable people are out there in our society that have no family members to advocate for them and there is companies such as this one that is just taking advantage. I would urge you if you need a service like this contact your Local Authority who have a duty to safeguard the most vulnerable and will be able to put you in touch with a company that does not have the intention of ripping you off.”
Dear Jayne,
Thank you for your review. I am sorry to hear that you feel this way as it certainly is not our intention.
I would like to provide further clarification. The agreement you have taken out with us meant that you received a very significant discount. We were only able to provide this by taking out a full year with our Alarm Response Centre. As you have now received both the significant discount and refund this has resulted in an overall loss for us as a company.
I am sorry to hear that you felt this goodwill gesture was insincere. We would never ask you to remove or amend a review, you are entitled to leave your feedback where ever you see fit. Your feedback is very important to us as we do not want any other customers to feel disappointed or unclear regarding their cancellation policy. Following our complaints process, your feedback was escalated to our management team and steps will be taken to ensure our discounts are made clearer.
We were in touch with you to provide a refund because we did not want you to leave with a poor impression. We care very much about our customer base and ensuring that they are safe. This extends to not wanting family members to be upset about their refund policy, especially if there is a difficult situation surrounding their cancelation. This is why, at this time, a refund was provided as a goodwill gesture. We do our best to provide a service that is cost-effective and therefore accessible to all and as such we do provide discounted plans for taking out longer periods.
We are the leading national Lifeline and as a result, many councils and hospitals will refer their clients directly to us. Some councils do indeed provide their own Lifeline services and we would always recommend researching what else is available in your area.
I am sorry to hear that you have yet to receive your refund - I have contacted our accounts team and this has now been sent to you.
We deeply apologise that you have been left with this impression of our service and of our company. It is certainly disappointing and upsetting for us to hear that you feel this way as it is never our intention to rip off our vulnerable customers and we will always go above and beyond to provide the best service.
Please let us know if you require any further assistance.
Kind Regards,
Rebecca
“Setting up was quite simple and the first test, being guided by a member of the Lifeline team, was easy.
Hopefully I won't need to use it, but it is reassuring to know there is someone always there in an emergency,.”
“The advisors are hepful, professional knowledgeable and the phones are answered within seconds which is very reassuring.
I am very pleased and happy with Lifeline's service.”
“On behalf of my aunt Mrs Margaret Appleby I find lifeline 24 very efficient and the staff very polite, it also give me her neice piece of mind while I'm not with her”
“Having seen this product in other people's homes, I decided it would be good for my husband. I work and he has a serious heart condition and knowing he can get help at the touch of a button is a massive relief. He hasn't had to use it yet and we hope he doesn't buy the safety net is there for him and he feels better for it .”
“Fast and efficient delivery. Very easy to set up. Give's us peace of mind that my mother is safe and someone is there at the end of the phone if she needs help.”
“I found the staff at lifeline very helpful when I needed help to set up the lifeline and fill in the details on the e-mail form the gentleman who help me was very pleasant most importantly very patient with my lack of computer knowledge and spent time in helping me to fill in the form this was must appreciate. So again thank you very much for all your help
mr Mckenzie”
“Very helpful and friendly staff. The Lifeline 24 alarm is easy to set up and use and has already provided peace of mind to my father who is frail and lives alone.”
“Very early days since ordering and receiving the device. However, so far the ordering, delivery and service have been excellent. The device comes with clear instructions and is easy to set up.”
“The service has been really good. I did my first mont(ly check today and this went well and was very straightforward. I do have a query about the bank payments, should I be taking out a payment plan or is an annual payment acceptable. Any payments must come direct from me even though the original payment was from my family. Thank you so much.”
