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LifeConnect24 is a national telecare provider supporting our customers to maintain their independence by enabling them to stay safe at home and on the go. A personal alarm from LifeConnect24 provides 24-hour support at the press of a button, giving our customers and their families reassurance that help is at hand should they need it.
Reviews 826
Andrew Exelby
Mar 09,2022I 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!!! UPDATE 15/03/22 Still no sign of any refund and if you read the reviews on here you'll see a very obvious trend of misleading information, lack of clarity and of lifeline claiming to escalate and pass feedback on in order to improve their service (this last point is obviously not happening or the reviews might be more positive!) My 97 year old grandmother would just like her money back please..!!
Darryl Warren
Feb 22,2022I think this has been my best purchase to date . I feel much safer knowing I can leave my parents in the house and know if they need me they can call. Unfortunately the instructions do not go as far as to give guidance on how I can get my 86 year old father to wear the thing . On receiving his pendant he carefully put it in his lint filled cabinet for safe keeping . I can only hope that should a trip or a fall occur that this is executed within arms reach of his drawer ! May I suggest micro chipping for your next version of product which is activated by the pressure of a cold kitchen floor or perhaps a wet bathroom floor or whatever fluid or matter they remain stagnant in for a interminable amount of time . In all seriousness anyone who can give me any tips on how to persuade my father that the pendant should be on him at all times I would be eternally grateful . My conscience is eased by having this in place but the practicality of having him use this makes the the pendant currently as useful as a chocolate teapot . A great product and very friendly and caring staff at the end of the phone ( not that my Dad will ever hear them )
Paul Dipre
Feb 19,2022This company is another that takes advantage of elderly people by failing to notify them of renewal dates and simply going ahead and extracting money from credit card details given in the original purchase. When I complained I was told to reach the small-print on the contract !!! A socially responsible company would write to their customers notifying them of the renewal date and giving them the option to continue or cancel. The company chooses not to do so - obviously because elderly people wont remember the renewal date and they can go ahead and extract more money from their credit card without even asking. Many of these companies set up to "support the elderly" are there to take advantage of them - not support them
Mr. Holger Beck
Jan 13,2022My father was placed in a care home in December 2021 and had no longer need for the life line pendant and was told that he had not used his years subscription but that there would be no refund on the unused period and they would send an envelope to return the items. Before being able to post the items my father passed away but despite that I placed the items in the flimsy envelope provided which when I took it to the Post Office who refused to accept it as the plug prongs had split through the envelope. I tried to call Lifeline 24 but after waiting for an unacceptable long time I sent an e mai. I received a call back from Lifeline I explained that my father had passed away the operator was indifferent to this and I explained that an hour round trip to the Post Office the parcel was refused as the packaging was not sufficient. I said that I would return the items if they can supply proper packaging or that they would need to arrange to have the items collected but that I would not take responsibilty for packaging that was not fit for purpose. He replied I will send two envelopes so I can put one inside the other I explained the envelopes were not strong enough and that a box was needed similar to the ones the items arrived in originally. At no time did the operator show any sympathy and was totally indifferent. Whilst the actual service had been good the after service is very bad.
customer
Dec 31,2021Brilliant service. Very easy to order and step by step set up instructions. Customer services very helpful. Has brought peace of mind knowing my 83yr old mum is safe ..would highly recommend
Me ME
Dec 02,2021I ordered an alarm but hadn't signed the paperwork. I explained that life was absolutely awful, trying to move, legal problems one of my dogs had an injury etc They re-sent the paperwork and have bombarded me with calls. I asked them very politely no more calls I am going to send it back, more calls, now text messages. I paid for a year which isn't up yet so when it is I will. When I decide that I do really need one I shan't use lifeline!
Colin White
Nov 29,2021My mother had a lifeline alarm and passed away part way through the rental period. I returned all the alarm equipment at their request although one of their pendants was missing. They want the estate to pay for the cost of the pendant as it's termed rental, despite my mother only using 2 months of the rental period for the year. Their emails refer to purchase of pendants not rental, so they were lucky I sent the main alarm box back. Unbelieveable. Fall alarm was too big. Can't comment too much on the service as my mother didn't make a great use of it, but not impressed with the effectiveness and practicality of the equipement.
robert thompson
Oct 31,2021Initially paid for 12 months lifeline24 cover starting December 4 2020 after my mother had a fall thinking this would be the solution... All went well for that period (which it would as was never used once) During this time she was admitted to a care home so again not needed.. Knowing we had over a month Oct 28/21(39 days) then to contact lifeline to ensure they did take any further money and cancel only to find they had already taken the £159 renewal when I received a text from the bank... As at the time it was pending I could not dispute this so I contacted lifeline24 and explained it was too early for a renewal payment (11 months... Quite sure I paid for 12) and that I no longer required the service... I was told they would contact my bank and stop the request for payment and they would send packaging for return of base station etc . 2 days later I now find they still took the money..so again another lie... I have now filed a fraudulent withdrawal with my bank.. A more ruthless money grabbing company you'll be hard pressed to find... The equipment may work (like I said never used) ?? But the customer service is terrible.. possibly commission based operator's so hence their reluctance to give money back In response to your reply I see your reasoning when your attempting to justify your actions.. However you stated on the phone you would not take the money which you still went ahead and did... leaving me no option...Later you phoned and asked if I would drop the dispute and allow lifeline to take the money again? so you could then refund it later?, This so you would look better and reduce the red flags against your name .. (I spoke to the bank about your suggestion which they found a weirdly amusing way of doing business.. by putting myself out of pocket again just so you improve your social standing) Also it's hard to give a month's notice to a company when they take it upon themselves to take a years payment over a month before the end of the present contract... You paint this as doing me a good service? Money transactions take minutes and issues cleared up easily (we are living in a digital age after all)...so this need to take the money 5 weeks early is just a money grab... but I'm guessing I wouldn't be the first to suggest this as other reviews point out
Mrs SJ McKay
Oct 07,2021I am away from home this week and before I left I forgot to activate the Away button on the unit. Today I had a call to say they had noticed that the unit and phone line had been disconnected from the power supply several times over the last couple of days. Not being able to get me on the landline they rang my mobile. I explained I was with family while work was being done in the house that would involve cutting the power supply occasionally, and that I was fine. I apologised for forgetting the away button and said I would be home again tomorrow. Very reassuring to know this follow up happens.
Mel Morris
Sep 27,2021Absolutely atrocious customer services. I erroneously bought the standard alarm when I needed the fall detector. I immediately phoned the company to explain and to ask that they stopped the product from being posted to me as I needed the fall detector version of their alarms. Was told on the phone call that the person I needed to speak to would call me back. The next day the standard alarm arrived. I called the company back and explained my situation and that I don’t need the alarm so much as I needed the paperwork to demonstrate that I had purchased the fall detector as I’m in a custody battle for my child and I need to demonstrate that when she is with me (she isn’t right now) that I have an alternative method of gaining rapid intervention from emergency services if I fall over, and that sending me a device wasn’t going to resolve my predicament. The situation wasn’t resolved, told someone would get back to me. They didn’t That evening and all of Sunday I tried to buy an Apple Watch. Called Apple only to find I couldn’t afford a new watch so went onto eBay and bought a series 6 watch online for almost double the cost of this company’s fall detector but at least I now had a receipt that I can send to my child’s social worker. But then today I received a fob from lifeline 24. So I left a review for the company and emailed them to ask for them to tell me how I can return this for a full refund (my right to do under online trading legislation). A member of the lifeline 24 team called me up and was unnecessarily brusk and snappy towards me. Telling me that I hadn’t called up to stop delivery and that the staff members both misunderstood and were trying to help me… he was also quite to tell me he had seen my negative review! Awful experience that’s ended up costing me almost double what I’d spent and has ultimately made me feel bad about myself. I’m sure that the products are great but don’t complain unless you want to be subjected to verbal abuse. Shame on lifeline 24.
MGP
Sep 20,2021This company exists to support older people. They take payment in advance for a whole 12 months each time. This is a long time for people at the end of their life. If a customer dies they will make no refund of the fees paid. Fees they make you pay a year in advance. If they truly had the interest of older people in their ethos, they wouldn’t exploit people this way. It is despicable. UPDATE JAN 22. I think the fact that it has taken them 5 months to provide a bland corporate reply to my initial posting says it all really. Avoid.
Anna Hempstead
Jul 31,2021My mother has been a user of the service for a while with no issues. The alarm has helped us in our times of need. This week, we ran into an issue and my mother accidently damaged the power cord. An alarm centre colleague contacted us to let us know and sent a replacement with no time wasted! However, due to covid-19 case increases our local post office has a huge shortage of staff and we have not received the cable. I have been extremely worried about my mother and have contemplated moving her in with me, although she has been adament to keep her undependable and this has made me more worried. Lifeline24 contacted us again to tell us that the battery was going to die, and I told them that they could not do anything because there was no post and my mother would be left with no device. Lifeline24 had no liability, however the alarm centre offered to fully organise a whole different courier to get the power cable to us for a small fee. I was astounded that a company would go to this length to help our family and agreed to this service. Josh from Lifeline24 then contacted my mother and took this even further. He told my mother that he had heard that the family was worried about the service being lost due to the post not being there, so they would be arranging the courier collection TODAY (on a Saturday) and would be delivering it on Monday - for NO ADDED FEE!! A little while later, another lovely chap called my mother to let her know that it had now left with the new courier and would be delivered Monday/Tuesday. Lifeline24 is clearly a company that cares about people and delivers impeccable service. I would like the members of staff involved to receive my personal thanks for restoring my peace of mind and being so kind in today's day and age.
Pat
Jul 21,2021I read the latest review today with worry as I had already ordered; I wish it had been posted sooner! I believe I have a returned and used device. I ordered the Tunstall Lifeline24 19th July 2021; received 20/07/21 & reported the issue immediately. I could foresee issues with it and the company Lifline24 (UK) Not a new item. The device and components were not cellophane wrapped and were tied with elastic bands and not cable ties all as you would expect with a new item. Covid19 lives on plastic components for up to 72hrs. I am glad it arrived at my address and not my Mother in Laws. I hope I stay well. Paid in full, £268.30 for the Vibby Fall Detector pendant and 12 month Annual Plan (including a reduction of £5 voucher code). Luckily I didn't fill the plan in or give details of my Mother in Law at this stage of the order. I give the one-star review as the company was helpful during emails before purchasing the item, they were very informative. The rest of the experience has has been awful! They knew after email contact and landline contact that it was for an 86 year old who lived alone with a history of stroke and falls including one most recently, and that she was due to be NHS Home assessed during the week. We wanted the pendant and call service urgently so we paid the VAT regardless, as opposed to waiting for confirmation that VAT could be exempt after the assessment. It appears that they don’t care; they just wanted a sale. I asked for all (ALL) contact to be through email as evidence. They haven’t replied to 6 of my emails. A number of different agents have replied to four further emails but it appears that they don’t confer as they give conflicting advice. One asked If I knew someone whom I could pass it onto instead of returning it, both the device and service, Covid19 Alert! Another agent was apologetic and sounded genuine and promising, but it appears that it was false as I am still here with a useless device and my Mother in Law is all alone with nothing and no body. She isn’t aware of the surprise gift, Luckily! Imagine if this was the experience of an elderly person! I write this review with them in mind and their families. Stalling with the return! They messed up with the initial order and later claimed they sent a separate neck cord ready for me to swap/return one for the other (YOU only get one or the other NOT BOTH!) However I feel that it has not been sent, if it had I would have received an email by now from the Royal Mail 24 hr service as I did with the initial delivery. I am still waiting on 21/07/2021 17. 30pm. I am a primary teacher so I can handle stress! I am Exhausted, saddened and angry with this company and want others to Beware! This second delivery is holding the return up (It appears on purpose to me). They insist that both packages are returned together. To top it all the order actually came with a neck cord after all. The mind boggles! Worse, they won’t reply on how or when I will get my full refund. In desperation I Googled & emailed the CEO and hope he replies as I stated it was an urgent matter. This is my third ever written review, I genuinely feel it is a must! I wait patiently for the email and pray that my Mother in Law doesn't have another fall. -------------------------------- UPDATE 22/07/2021 I was emailed a Receipt refund that takes 10 days to clear, which is ok but a long wait! 22/07/2021 Customer Services Executive by email and Customer service agent on this Trust Pilot webpage kindly replied with a sincere apology and stated an intention to investigate the situation to ensure it doesn't happen again to others, which is reassuring! On this Trust Pilot Review, the agent gives the impression that a full refund has already been provided, as yet it has not. It was helpful to receive an A4 Envelope ( packaging) with a freepost sticker to aid with the return of the second part of the order (neck cord). However it has not arrived as of today 23/07/2021. I have to send them back together. I still wait! I emailed about the second item not arriving and how I should complete the return successfully but have had no reply as yet. Here is hoping that the return procedure is correct and the second part of the order arrives soon! ---------------------------------------------------- Update: 24/07/21 Conclusion I received the refund today. I posted , returned the first initial delivery, Box with the Device and Fall Pendant (with neck cord). The confused second delivery (neck cord/wrist strap whatever) did not arrive. To be clear, I was informed by email that the Myamie Pendant had a Neck cord and Wrist strap, both are provided with the alarm! However the Vibby Fall Detector has the Neck cord only or the Wrist strap only, not both! My Local Council offers a similar 24 hr call service with the Vibby Fall Pendant. This is the way forward for me.
Jayne
Jul 21,2021This company is very unethical it takes advantage of the most vulnerable people in society. If you pay for an annual subscription and have to terminate in the year they do not refund your money. I left a review on their website and was quickly contacted and offers a 50% refund as a good will gesture, don’t see how it is a good will gesture when it was my elderly mothers money. The refund didn’t arrive but they had left a comment to say that they were sorry and advertising they offered a refund. Upon seeing this I wrote another review and was refunded however my review was never on website. So when you look on their website it’s all positive comments when it is clearly not the case the company is clearly taking advantage of vulnerable people I would not use them contact your Local Authority who can provide you with the same service that will not rip vulnerable people off absolutely appalling company
bmxer
Jun 25,2021Very unhappy with service upon death of the account holder. Annual subscription was taken after the death of my father in law. I called Lifeline24 the same day payment was taken as was told I needed to return equipment. I did this and also advised them that between the hospital and nursing home the fall detector had been lost which I was happy to pay for. Got a bill for £120 for the missing detector. They then advised that there was no refund for the years subscription £238.80 that was paid in advance as their T &c’s don’t allow any refunds. As a goodwill gesture they paid a £60 refund into the deceased’s account even though I advised I was not happy with this amount. My advice would be to steer clear as they clearly want to take advantage of vulnerable people by not offering partial refunds upon death.
ben hallifax
Jun 22,2021Year one was fine - the people at the end of the phone are friendly and helpful. However when it came to the renewal we we shocked to find that the advertised £119 price doesn't exist. Year two actually costs £159 - a fact that is incredibly well hidden on their website (it only exists at the botton of a long FAQ section). I called them out on this fact by email, and at the end of that conversation it was very clear to me that this is a deliberate attempt at deception. I raised a complaint with the ASA, noting later that the ASA have already upheld the exact same complaint back in 2019. Shame on you Lifeline - trying to deceive the elderly by not being up front about the charges after they've sucked you in with a headline rate which doesn't exist. And shame on you not following the instructions from the ASA - lets hope a second verdict will spur you into action. We of course have cancelled our subscription on principle. Which, like I say, is a shame, because the people at the other end of the line were always so nice. UPDATE ON READING THE BELOW RESPONSE: They apologized for me "finding the website misleading" - but of course they should have apologised for the website actually BEING misleading in the first place, and then they should fix it. But clearly they don't want to do that because then their customers would know what their prices are before they sign up. As an aside, the ASA have responded to my complaint and said they will be referring the matter to their Compliance Team because Lifeline have not done what they were told in the upheld complaint back in 2019.
Hannah the helper
Jun 05,2021I was literally crying before I even knew what was going on. My emotions were incomprehensible. The girl on the phone was called Hannah and all I can say was her ability to bring me back from my emotions was unbelievable and I can’t thank her enough. I’ve been struggling with alcohol for a long time but this was genuinely the first time I was able to deal with it due to her.
Patricia Hensley
May 30,2021I ordered online, filled in the information online, box arrived the next day. Installed with no problems, tested it out no problems. Now I can be assured my husband is in good hands. Great service.
Denise
May 29,2021My mother used Lifeline 24 and upon her death I contacted them to close the account. I had to return all the equipment at my expense. I received no correspondence from them informing me that the equipment had been received. Also, my mother had paid quarterly and although she died 1 month into the quarter she received no refund. This has proved to be a very expensive exercise.
42 Barnard Rd,Bowthorpe Employment Area, NR5 9JB, Norwich, GB
http://lifeconnect24.co.uk
Charles
Mar 12,2022My husband died two months ago unfortunately I didn’t think to remove his wrist pendant before the funeral director took his body away a few hours later. I have asked the funeral director to return the pendant, on a number of occasions. However they are unable to. I informed Lifeline of the problem, but it insists that I must return the pendant. I have telephoned written and emailed and always receive the reply that I must return the pendant. Eventually I reminded the company that I am bereaved and asked it to stop harassing me so it emailed that it was sorry for my loss but I must pay an enclosed invoice for £49. I’m appalled by its attitude. It’s not even my debt! Can anyone advise me? Yes Lifeline is now requesting £25 instead of £49. And I’m unaware of signing anything on my husband’s behalf and have no paperwork from the company showing this. But it may be so. But my complaint has been, and still is, of the churlish and unsympathetic way Lifeline has behaved since my husband’s death, continual harassment and only now offering any apparent sorrow for my loss, but not for its behaviour. This is not a nice company to deal with.