“The machine was obviously second hand so consumers please be aware these are preused machines. Difficult to set up in that the pictures did not match the wires. There were four entry points on the back of the machine for two connectors. The machine had a repetitive robotic voice staing "Machine is not connected". This continued over and over. Also, even though we did not actually set the machine up before returning it we were charged the set up fee ( non refundable). This set up may suit some people but how elderly people manage to do it themselves, I don't know. We've decided to let my elderly mother carry her hands free phone around with her in her tabard pocket, then if anything untoward happens she can just press the programmed 1,2 etc to connect with various family members. More convenient plus no robotic voice to contend with.”
Dear Emma,
Thank you for submitting a review, your feedback is very much appreciated.
We provide new equipment to all of our customers and should any of the sent equipment arrive transit damaged we would happily issue a replacement.
On a very rare occasion set up of our equipment would vary from the instructions provided due to the complex telephone set up at the customer's home. I am sorry to hear that you found setting up of the equipment difficult and took the decisions to return it for a refund. Due to these circumstances we have arranged for the set up fee to be refunded to you, please allow a few working days for the funds to reach your account.
If you would like to discuss this further or we can be of any assistance, please do not hesitate to contact us.
Kind Regards
Anny
“I can't comment on the alarm system as I haven't been able to sort that out yet. My review is about the keysafe I bought with it which a handyman recently fitted for me. Two main problems with it.
1. If you have weak or damaged hands or fingers, you can't access your own key or change the code. Even the handyman found it stiff and difficult to use. Completely unusable by me. I had hoped I could use it to get back in if I lock myself out. No chance! My spare key is stuck in it.
2. The rubber cover doesn't attach to anything and blows off as soon as the weather gets windy (and it's not even winter!). I've had to give up on hoping it will stay put and just flung it to the back of a drawer with other clutter.
The keysafe is completely unfit for purpose.
I really need what this system is supposed to be, but it was all a complete waste of money. I can't see me ever getting use out of it.”
Good Morning,
Thank you for your feedback, this has been passed on to the manufacturer.
I am sorry to hear that you are unhappy with the keysafe you have purchased.
We offer a wide range of keysafes to our customers as these are extremely useful should emergency services need to gain access to your property and would prevent them having to force entry. It also saves valuable time in case of an emergency and I can assure you that this particular model is extremely popular.
The keysafe is designed to be robust to ensure maximum security, however, if you are not entirely satisfied with this option you can upgrade to an alternative model which might be more suitable for your needs.
If you wish to discuss the options available to you or have any queries, please do not hesitate to contact us.
Kind Regards
Anny
“They are very quick to take your money, but have let us down on two counts. First, after my Father passed away, we received a phone bill and found that he had been falling and activating this service multiple times a day in his last few weeks and no one had notified us or his Carers. Secondly, we notified them of his death and never heard back, Finally after chasing they asked us to return the equipment, which we did. Again, no acknowledgement and no apparently no refund of unused annual fee. NO other service we cancelled after my Father's death refused a refund of unused portion. This service needs to improve.”
Good Afternoon,
Thank you for your feedback.
On behalf of myself and all of us here at Lifeline24, we are very sorry to hear of your loss. Our thoughts are with yourself and your family at this most difficult time.
I am sorry to hear that you are displeased with the service you have received.
I have looked into the matter you have raised and can confirm that the alarm was activated and used frequently and that our care team have followed our protocol each and every time the alarm was activated, I can arrange for the activation log to be emailed to you for further reference.
With regard to the cancellation of the service, I have arranged for a refund to be issued to you for the full unused months remaining on the plan.
Once again, please accept our apologies for the inconvenience caused.
Kind Regards
Anny
Good Afternoon,
Thank you for submitting a review.
I am sorry to see that you are unhappy with the service.
Unfortunately, we are not associated in any way with your telephone service provider and would not be able to speed their process up.
The alarm you have chosen does require a working telephone line, however, we do offer an alarm that works independently of your telephone line, should you be interested in this option please do contact our customer service team who would be happy to assist you further.
Kind Regards
Anny
“I invested in a lifeline for my father in law last month, I spoke to a girl called Eleanor during the testing process. Although she was friendly we couldn’t help but think we were spoken to as you would a child. We were also encouraged to send in our information forms promptly which we did. However on testing these had not been loaded to the database and I was asked twice during this process if I had sent them back.
A suggestion could be that information is uploaded in a swift manner, as if there was an emergency on our end how would we have recieved help if lifeline24 did not know who they were talking to.”
Dear Jarrod,
Thank you for your feedback.
We are sorry to hear that you are displeased with the service you have received, this certainly is not what we would expect to hear at all. We pride ourselves on providing the very best service to each and every one of our customers. Please accept our apologies for not having meet these standards on this occasion.
Could you please provide us with a reference number for your father-in-law’s Lifeline24 account so that we can investigate this matter further and ensure this does not happen again?
Once again, please accept our apologies for the inconvenience caused.
Kind Regards
Anny
“My Father has Life Alert with Fall detection.
He was down on the ground for over 3 hrs yesterday and no Ambulance came and no one noticed until his care giver arrived and activated 999.
My father said he was pushing the button and nothing happened.
Not much reassurance here? He is in hospital now and not doing so well. No peace of mind. Second issue in 1 month.”
Good Morning,
Thank you for submitting your review, your feedback is extremely important to us.
We hope that your father is recovering well.
We are extremely sorry to hear about the issues your father had experienced with the alarm, this certainly is not what we would expect to hear at all. We would like to investigate this matter further, could you please kindly provide us with a user ID?
In the meantime, if you wish to discuss this matter further, please do not hesitate to contact our customer service team.
Kind Regards
Anny
“My father in law contacted you this morning to call his daughter as he was unwell 1.5 hours later his daughter was not contacted by you it’s a good job his neighbour was about to call us as this could of been life threatening apaulling service”
Dear Customer,
Thank you for taking the time to leave us a review.
I am very sorry to hear that you feel your Father in Law did not receive the required support on this occasion.
Our Care Team are dedicated to ensuring all of our customers receive the required assistance as quickly as possible in the event of an emergency. I have passed this matter onto Management to be looked into, they will be in contact with you directly to resolve the issue.
If there is anything we can do to be of assistance in the meantime, please do not hesitate to contact our Customer Service Team on 0800 999 0400.
Kind regards,
Anna.
“Beware of Lifeline 24s renewal emails, they state that your renewal date is one month before it actually is.
I believe this is a good scam if they do it to all their customers, losing one month per year!
A shame as overall their services have been good, but a big let down!”
Dear Paul,
Thank you for taking the time to review us, all feedback is appreciated.
I'm pleased to hear that overall our service has been good, but I'm very sorry to hear that you believe there is a scam in play. I would like to assure you that this is absolutely not the case, nor is it the way we would like our customers to feel.
As such, a member of our customer service team will be in touch within the next few days to directly address your concerns. If there is anything else that we can do for you in the meantime, please don't hesitate to give the team a call on 0800 999 0400.
Kind regards,
Anna
Lifeline24 Team
“The wristband we received from new is faulty and my father has no falls protection. The customer services team promised a replacement would arrive next day. It did not arrive and it now transpires it wasn’t sent out in time to arrive next day but nobody told me. Not only has this left Dad at risk for 48 hours, it created other nuisance and difficulty because I live a long way away and now have to rely on carers to set the replacement wristband up. I have no confidence whatsoever in Careline - a faulty product and a broken promise in the first 24 hours of dealing with them. I wish we had gone elsewhere.”
Dear Anita,
Thank you for taking the time to leave us a review. I'm sorry to hear that you are allergic to your wristband. Please contact our customer service team so that we are able to locate your account and arrange an alternative for you.
The team can be reached on 0800 999 0400 or by email at info@lifeline24.co.uk
Kind regards,
Anna
Lifeline24
Dear Customer,
Thank you for taking the time to leave us a review. I’m sorry to see that your mother's alarm was delivered a day late. All orders placed before 5pm on a working day are dispatched the same day using a Royal Mail 24 service and so should arrive the following day. I’m very sorry that your order did not arrive within the usual time frame.
Regarding the set up of the alarm system, I have arranged for a member of our technical support team to give you a call to assist you.
Thank you again for your feedback and we hope to get your mother’s alarm up and running as soon as possible.
Kind regards,
Anna
Lifeline24
Dear Mr Freeland,
Thank you for taking the time to leave us a review. I'm sorry to hear that you had trouble with your first test. I can see on our records that a member of our customer service team has assisted you and you have now had a successful test call!
If there is anything else we can help you with at all, please don't hesitate to get in touch. Our customer service team can be contacted on 0800 999 0400 or by emailing info@lifeline24.co.uk
Kind regards,
Anna
Lifeline24
“On first call from a fall I was left on the floor, for 5hrs ambulance diverted ,no one on my emergency list was called to help me I had a cut hand ,i pressed the life line button a lot in panic ,still none of my family or friends on my list were called, I had only just come out of hospital .from a previous fall ,my daughter got this for me for peace of mind that help would come quicker with me having this system .so far this has not been the case and not a good start .”
Dear Customer,
Thank you for taking the time to leave us a review.
I am very sorry to hear of your experience, I have passed this matter over to our Customer Services Team who will be contacting you directly regarding this.
If there is anything we can do to be of assistance in the meantime please do not hesitate to contact us on 0800 999 0400 or via email to info@lifeline24.co.uk.
Kindest Regards,
Anna.
“Very easy orderering process, Fast and prompt delivery. Set up is very simple, instructions easy to follow. I also ordered a key safe which is something that we hadn’t considered, great advise from Lifeline. Has given me great peace of mind. thank you.”
Dear Mr Gambiragio,
Thank you for taking the time to leave us a review.
I am pleased to hear that you found the ordering and set up of the service to be simple and easy to follow and that the system has given you peace of mind.
I notice that you have given us a one-star rating, if there is anything that we can do to be of assistance please do not hesitate to call us on 0800 999 0400.
Kind Regards,
Anna.
Dear Mr Page,
Thank you for taking the time to leave us a review.
I am sorry to hear that you were unhappy with the renewal price on your annual plan. The price of £119 is for the first year of our service as this is currently on a special offer where you receive 3 months free in the first year. All subsequent years are charged at the full annual price. I am sorry that our offer to honour the reduced price of £119 per year upon your renewal was not agreeable to you.
With regards to the refund, I can see that your account is currently pending closure. As soon as the rented alarm base unit and pendant are received and processed by our returns team a refund will be issued. We will notify yourself as soon as this has been processed.
If there is anything further we can do to be of assistance, please do not hesitate to get in touch.
Kind Regards,
Anna.
Dear Customer,
Thank you for taking the time to leave us a review.
I'm very pleased to hear that you are happy with the service that you have received. I can see that you have given us a 1 star rating, so I wanted to reach out and see if there is anything that I can help you with at all?
Thank you again for your feedback.
Kind regards,
Anna
Lifeline24
Dear Mr Smallpeice,
Thank you for taking the time to leave us a review.
I am sorry to hear of your experience during your first test call. I would like to assure you that this is not the level of service that we wish to provide. I am ensuring that your experience is looked into further so that we can prevent a similar occurrence in future.
Please accept my apologies again for the experience you have had.
If you would like to discuss the matter further, please don't hesitate to get in touch on our customer service telephone number 0800 999 0400 and I would be more than happy to help.
Kind regards,
Anna
Lifeline24 Team
“You cannot save and return to the online registration it was not easy to complete in fact I had to give up and use the paper version so we will not have cover for the start of when we need it.”
Dear Customer,
I’m sorry you had difficulty with our online New Customer Form. As this form is vital to the set up of the account, we encourage our customers to fill it in as soon as possible in order to get their alarm up and running ASAP and therefore the option to save it and come back to it later isn’t currently an option.
I will certainly raise this to our web team to look into whether this can be implemented. I'm sorry for any inconvenience this has caused and please feel free to contact us if we can be of any further assistance.
Kind regards,
Louisa
“Just installed & tested personal alarm for my elderly Mum. Why is there no 24 hour contact number for relatives to contact for advice when there is a malfunction that prevents communication through your device?”
Dear Mr Le Coultre,
Thank you for your feedback.
We are very sorry that you weren't able to get through to us.
Our customer service team are available 7 days a week from 9:00-17:00 and we have recently extended our weekday opening hours from 8:00-22:00 so as to ensure we are able to provide advice up to 14 hours a day.
Our care team, who take emergency alarm calls, are a 24 hour service and are always readily available to provide help and advice in a crisis situation.
We apologise again for the inconvenience this has caused you.
Kind regards,
Dot.
Dear Mrs Penna,
Thank you for your feedback, I am sorry to hear that you haven't heard from our Customer Service team confirming receipt of your form. I have checked with them this afternoon and can confirm that your New Customer Form has arrived with us today, we are in the midst of processing this and you should recieve confirmation shortly. This means that your alarm system will be ready to plug in and test any time from tomorrow morning.
Please accept my apologies for the delay in this, due to the bank holiday weekend, our postal forms tend to reach us a day later than normal. We do strongly encourage customers to complete the New Customer Form online as this ensures that it comes straight through to us and can be processed almost instantly as opposed to waiting for the postal service.
Should you require any further information or assistance, please do get in touch with our friendly customer service team on freephone 0800 999 0400.
Kind regards,
Emma
