“If you want to be hassled continually 96 hours after your parents' death, then this is the company for you.
Despite emailing to cancel this policy/product in Dec 2025 (I have evidence of this and have sent it to them, instructing them to cancel), they failed to do so and ignored the written cancellation request; now, like vultures, they are trying to collect payments from Jan 26. AVOID at all costs, and those costs mount up.
Awful company with an UN-CUSTOMER-focused approach.”
“My experience with CONVENTCHARGE.ORG exceeded expectations in terms of professionalism and efficiency. After receiving ineffective assistance elsewhere, their team introduced a transparent and well-coordinated process that resulted in a successful resolution. Their careful assessment, strategic planning, and commitment to client support reflected a high standard of operational excellence and reliability.”
“Beware of sneaky hidden price hikes.
My mother took this out the basic option with an annual fee of £119 five years ago. Turns out they have increased her fee by £20-£30 each year and she's now paying £220/yr - considerably more than the published full price on their website of £180. They reduced it to £180 for next year when I complained, but I'm most unhappy about this as a business practice.”
“Faulty equipment but more importantly upon the occasions I needed to talk to you the response times using both box and phone were far from satisfactory”
“Up until today, i couldn’t fault any staff that have dealt with my mother or through me getting replacement strap for her wrist pendant. Today that changed. Paid for a full years cover in April 24. Mom been in hospital and still is since end of Sept 24. Made the decision when out of nursing home cover. I rang to get a refund of poss 5 months to find no refund policy unless before 30 days of set up. £300 plus paid , less than half used and money lost as no longer need the service or equipment. This year in hindsight i should’ve paid more but monthly. Really really let down and disappointed with it. Stopped direct debit immediately and will never recommend this company again. Sour taste in the end!!!! Fuming.”
“Good: the machine arrived very quickly. Office friendly and considerate
Not so good: reception when trying to talk to office, very noisy, could not hear instructions
Our problem: user cannot speak so method of reporting problem will not work. our vonnage phone line may be making reply more difficult
Thank you for trying.”
Hello Adrienne,
Thank you for your review and for sharing your thoughts on the Service.
I am sorry to hear that you did not find the Service able to match your needs. I have shared your feedback with the relevant department for further review.
Best wishes,
Ash
“To be honest we have had this a week and not been able to use it. The set up wasn’t clear on line. Then setting up the actual alarm wasn’t as clear as my dad’s set up at home was different. Then it’s knocked my dad’s landline out so had to phone up again, to find out we are with out a road. Hoping lead turns up today so we can get started with it.
Not the best experience to be honest.”
Dear Maurice,
Thank you so much for taking the time to provide us with your feedback on LifeConnect24. We genuinely appreciate your effort in letting us know about your experience.
We would like to sincerely apologize for the issues you've faced during the setup and usage of LifeConnect24. We completely understand how frustrating it must have been for you and your dad.
We apologize for any confusion caused by the unclear online setup and the differences in the alarm setup at your dad's home. Additionally, we're really sorry about the inconvenience caused by the disruption in your dad's landline connection.
We want to assure you that we take your feedback very seriously and it will definitely help us improve our product and services. We would love to gain more insights from you to understand how we can make things better. Please let us know what specific areas or features you think we should focus on to enhance the user experience.
Once again, we appreciate your patience and understanding throughout this process. I am pleased our expert Technical Team were able to resolve your concern raised and a can confirm a success test call has now been made.
I am pleased our expert Technical Team were able to resolve your concerns raised and i can confirm a success test call has now been made. This will ensure a much smoother experience for you and your dad moving forward.
Thank you for your support and trust in LifeConnect24.
Sincerely,
Megan
“Unfortunately our initial experience with the system is not positive. The lifeline system was incorrectly setup and linked to the wrong customer records, this was picked up and amended in the testing phase.
The following day the pendant was pressed in an emergency situation but there was no response from Lifeline and no family members were contacted, it found that the system had reverted to to the incorrect customer. The client fortunately managed to crawl to phone a family member and an ambulance was called and she was taken into hospital.
Lifeline have assured us all records have been amended and on testing the box it does now appear to be working as it should.”
Hello Susanne,
Thank you for your review and for taking the time to share your thoughts on the Service thus far.
Please rest assured that your feedback has been raised with the relevant department for further review.
If anything else can be done to assist you in this matter, please do not hesitate to reach out to us so that we can resolve any future concerns as quickly as possible.
Best wishes,
Ash
Hello Mr. Cowell
Thank you for your review and for sharing your thoughts on the Service as you experienced it.
I regret to hear that you were unhappy with the Service offered during your time with us and would like to assure you that a full report detailing your concerns has been shared with the appropriate department for further review.
If anything further can be done to assist you with the closure of the account, please do not hesitate to contact us at 0800 999 0400.
Best wishes,
Ash
“I did not find the alarm particularly easy to set up. To start with getting the neck cord attached with the very small catch was very difficult. Reading the instructions, it refers to page 7 and the pages are not numbered! Lastly I have been charged twice. Two phone calls later this has not be rectified. I was asked to provide proof of the two transactions which I have sent via email quoting my customer service number.”
Hello James,
Thank you for your review and for taking the time to share your thoughts on the Service.
I am sorry to hear that the initial experience has not been entirely positive for you. I can confirm that a private message has been sent to you in the hopes of resolving the matter, in addition to a report that has been created detailing your concerns.
Best wishes,
Ash
“I paid for a pendant for my father at a cost of £300 for the year after he had had a stroke. After the initial year I paid for a second year in March 23. Following my mother’s death in May my father moved to a sheltered accommodation where they had their own service. As he no longer required this service I requested some sort of refund for the remaining 9 months. This was refused by the company, even though all the equipment is in perfect working order and could be returned as it came. it seems quite mean spirited to me not to offer something, given the circumstances.”
“Just received a renewal for mums alarm, @£215.85 !! I called & challenged this and was told the fee had been frozen previously and this is now the correct amount. Although, they then immediately offered to reduce this years fee by nearly £100. Why does it take a phone call to receive the lower amount?
Vulnerable people would have just paid this without question. Be careful everyone, and look out and look after older and more vulnerable people.
This company appears to be ripping people off.”
Hello Burn,
Thank you for your review and for taking the time to leave your feedback on the Service.
I am sorry to hear that you were unhappy with the renewal as it proceeded on your account. I am glad that the issue has been resolved and that you were made aware of the renewal price before paying so that any adjustments could be made.
Please rest assured that a log of your feedback will be shared with the relevant department for further review.
Best wishes,
Ash
Hello,
Thank you for your review today and for taking the time to leave your feedback on the Service.
I am sorry to hear that you experienced some difficulties with the dispatching of our equipment. I am glad to hear that the issue has been resolved and would like to assure you that your feedback will be raised with the relevant department for future review.
Best Wishes,
Ash
“First system arrived and had not had my account linked to it and was then told by customer services “ it is what it is we will have to send another” someone eventually linked it to the account so they would know who’s emergency it was. Replacement unit turned up next day and didn’t work at all.”
Hello Pamela,
Thank you for your review today and for taking the time to leave your feedback on the Service.
I am sorry to hear that you have been unhappy with the opening notes of your time with the equipment. Please rest assured that I have raised your feedback with the appropriate department for further review.
I can see from our records that your technical issue has now been resolved. Regardless, I would heartily recommend getting in touch with us again if you need any further assistance.
Best Wishes,
Cordelia
“Not suitable for people with dementia.
We got this for our Mum because she wanted to remain in her own home. We paid by the yearly direct debit as this was most cost effective option.
Mum only had the pendant for 18 months before she moved into a care home full time. During this period, carers had to remind Mum to wear her pendant. When asked what she would do if she fell in the garden or house while on her own, Mum wasn’t able to reply. She couldn’t remember what the pendant was for.
During the 18 months, Mum only pressed her pendant once and when the emergency services arrived, she was fast asleep in bed and had no recollection of pressing it.
When I informed LifeConnect 24 that Mum had gone into care, they were very pushy, trying to get us to either set it up in the care home or pass it on to another elderly person. When I explained that we didn’t want to do this, I had repeated emails to return the equipment.
Despite the fact that Mum had only pressed the pendant once in 18 months, there was no mention of any refund of the remaining 6 months.
From our experience of LifeConnect 24 (formerly Lifeline 24) I am not able to recommend this service.”
Hello Sharon,
Thank you for your review today and for taking the time to leave your feedback on the Service.
I am sorry to hear that you have been unhappy with the cancellation procedure thus far. I can confirm that, as the equipment is rental, it is necessary to send reminders to return the equipment as quickly as is convenient is ensure the smoothest closure of the account.
However, please be assured that I have raised your feedback on this part of the Service with the relevant department.
Best Wishes,
Cordelia
“Your representative fixed a safe by our front door. I cannot open the safe. I contacted you to tell you this and I was told that someone would contact me.
So far nothing has happened.”
Dear John,
Thank you for your review today and for letting us know that you are having issues with the Keysafe.
I am sorry to hear that such trouble has been created following the installation of the Safe, and would like to assure you that the matter has been raised with the appropriate departments for further review. As such, a member of our Team will be in touch as soon as possible to resolve the matter.
Kind Regards,
Cordelia
