“I would award a minus star if possible, I am appalled by the treatment of this company. My Mother died on the 24th of June and since that date I have received 4 separate communications demanding return of equipment, two of these before the funeral formalities were over and despite living some distance from my Late Mum and being unable to collect equipment easily. In addition no offer of a refund was made, although a years service was paid for and barely a quarter of this received - the only company not to offer a refund. Also no response has been received to my complaint. I will certainly not be recommending this company, quite the opposite in fact.”
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.
Due to the complex nature of the issues you have raised I have arranged for one of our customer care team to contact you directly to assist you further in this matter.
Once again, I would like to thank you for taking the time to leave us your feedback, this will help us to improve our service for our future customers.
If the meantime, if I can be of any further assistance, please do not hesitate to contact me on 0800 999 0400 and asking for myself directly.
Kind Regards
Anny
“I would award a minus star if possible. I am appalled by this companies treatment. My Mother died on the 24th of June and since that date I have received four communications beginning on the 28th of June, demanding return of equipment. 2 of these before the funeral and other formalities were over, and despite living some distance from my late Mother, and being unable to visit to collect equipment easily. Also having paid for 12 months service and receiving barely a quarter of this, I am shocked the company will not refund for the unused period and that there has been no reply to my complaint. Not happy, and neither would anyone else be in this situation, will certainly not be recommending, quite the opposite in fact.”
“My experience so far has been good. The phone was answered within half a minute and those Zi gave spoken to have been clear. The testing was easy and again the response was good. Not had to test response in xn emergency and hope Zi don’t have to!”
“Very prompt service. I ordered Friday and it arrived Saturday. Really easy website to complete the contact information. Very helpful staff that helped through the simple set up process. I did this for my 84 year old mum and dad, but I think they could have easily completed it themselves.”
“Hi , if I could find someone who could follow the instructions to install the alarm,three have tried and failed,when I finally can find someone I will answer your review. Brenda o'Brien.”
Dear Brenda,
Thank you for rating us so highly and for your feedback.
I am sorry sorry to hear that you have not been able to set up your equipment.
We include full instruction with each and every one of our orders and the set up is usually fairly straight forward, however, there might be times where depending on the telephone set up in your home these might vary slightly. Our technically trained customer service team are on hand 24 hours a day, 7 days a week and are always happy to assist.
I have arranged for one of our team to contact you to assist you with setting the equipment up.
In the meantime, if you have any queries, please do not hesitate to contact us.
Kind Regards
Anny
“Only one day after installing the Lifeline24 system, I received five fault alarms within 24 hours.
After being told by each of the Lifeline24 emergency call operators that my pendant has a low battery, I examined the pendant & noticed it was used and not new.
The fifth fault alarm occurred when the neck strap clasp holding the pendant came loose & the pendant fell into the toilet.
I had no fault alarms after the pendant took a bath in the toilet, as I did not wear it again & ordered a wrist alarm.”
Dear Mr Love,
Thank you for your feedback.
I am sorry to hear that the fall detector had a low battery when it reached you, this is certainly most unusual as all of our equipment is pre-programmed and tested before we send it out to our customers. I have passed this information on to our dispatch team to investigate further.
Having checked our system I can see that a replacement batter was sent out to you on next day delivery service as soon as the automated report had alerted us to the situation. As part of the safety precaution the equipment is set to detect low battery well in advance and the pendant would still operate fine for a long time from the original report making sure that in instances where a low battery is reported our customers are not left vulnerable unable to use the service.
I am glad to hear that you have received the replacement fall detector and are pleased with it.
If I can be of any further assistance, please do not hesitate to contact us on 0800 999 0400 and ask for myself.
Kind Regards
Anny
“Fortunately, I have not had reason to use the system as yet but, it has given me immediate peace of mind. The knowledge that someone is always there to help me is an enormous boost to my wellbeing.”
“Nicely surprised how easy it was to set up the system. Hopefully I will never have to use the lifeline but it gives me peace of mind to know that help is but a red button away!”
“I have Multiple sclerosis & have had many falls, the 2 most recent ones have made me realise that for myself & my family’s peace of mind I need some help.
I had previously read about Lifeline24 so went straight to the website, and signed up, so pleased I now have Lifeline24 in my life.
I can go about the house & garden knowing that I am safe, it even works in the shower.”
“Easy ordering, quick delivery, relatively easy to set up. Friendly staff when carrying out the initial tests. Haven’t had the need to use it for real (and hopefully won’t) but confident if we do help will soon be at hand.”
“I have received good service from my contact with staff at Lifeline 24.
However, I have had a couple of experiences with my falls pendant that I was not expecting. The pendant has been alerted when I went down the stairs. On these occasions I have been able to press the "cancel" button in time before help was set in motion. I do not rush down the stairs but I now try to remember to descend at a stately, extra slow pace. I was surprised that the noise emitted from the pendant was so low. Had the radio been on I feel I may not have heard the pendant signal.
Twice my pendant has dropped to the floor. Both times I was standing and I have no idea why this happened. One of the two cylindrical pieces of plastic had come apart so the lanyard was one continuous length and not in a circle.
I would be pleased if you would give me your comments on the points above. Thank you
I”
Dear Ms Fitchett,
Thank you for your kind feedback, it is very much appreciated.
I am sorry to hear that the neck cord had developed a fault, please do accept our apologies for this. I have arranged for the replacement cord to be sent out to you, please allow a few day for this to reach you by post.
The pendant volume is set at this level so that it does not cause any additional alarm to the users and just reassures them with a soft sound once it had been activated.
If you wish to discuss this or I can be of any further assistance, please do not hesitate to contact me.
Kind regards
Anny
“Made everythig so easy. Expaining when necessary and able to deal with specific problem of being able to help someone who has no voice so normal telephone usage not possible”
