Lifeconnect24 Omdömen 1 376

If I knew now when ordering a lifeline connect is not to pay up front, pay monthly, we paid full amount and within 2-3 months my mother in law went into a home, needless to say we did not use the lifeline after that, she never really used it when she had it,we asked for bit of money back but no, it’s our loss basically, disgusting 🤬

Always very helpful

Have been with this company for four years but decided not to renew this year as the price at renewal jumped from £200.10 last January to £363.88, an 81% increase - unbelievable, especially as I hadn't used the service last year and only once in past 4 years. Also had an alert telling me to vacate the property within 10 minutes. Apparently as it had detected my carbon monoxide monitor reading - strange as it is not connected to Lifeline. Pretty frightening.

I understand Lifeline want more details but I cannot open the link Trustpilot sent me. As stated, renewal was email to me on 29/12. Lifeline have my name, postcode is , I believe my ID was 10249. Renewal date was 6/01.

The email I had from Lifeline concerning my renewal increasing to £363.88 was sent to me on the 29th December. I can prove this and am happy to forward it to Trustpilot. I have checked my account and note that Lifeline did only take £200.10 but note this was AFTER I posted my review. I had no notification from them saying they were going to do this and they have now refunded £200.10.
Concerning the alarm - their literature does state that their equipment can be connected to carbon monoxide detectors and smoke alarms although mine never was and I was stood beside the Lifeline equipment when it gave the spoken alarm.

Had to phone lifeconnect today regarding my mothers subscription , spoke to a Jadon who listened and was very understanding with our situation, he answered all my questions and dealt with us in a friendly manner.

I've been with Lifeconnect24 for a few years, and had excellent service from them. However, last November my annual price increased by around 50%. After a telephone negotiation they discounted it down by 30%, which was just about acceptable and confirmation emails were exchanged. Two weeks later they informed me that the price had increased again by another 50% so as a retiree just about managing on my state pension I had no option but to cancel the service.

Well you actually answer the phone,I had a large query,and the young lady sorted it for me I have had to update to a falls watch,this was yesterday 6th Jan, and today 7th Jan I am now wearing my new watch, wonderful service,many thanks.

Took my details and sorted out my problem straight away problem problem

Have Lifeconnect24 for a year now for my elderly grandmother. They are an amazing company. Everyone I’ve spoken with has been so friendly and helpful. I spoke with Noelle a few days ago about an issue I had and she resolved it in minutes and was very friendly

On realising my necklace with the alarm was not working I telephoned the firm and a very kind and efficient lady allayed my fears by saying a replacement would be with me the very next day and it was.Thankyou.

Superb service from Noel and the LifeConnect team. Would recommend them to anyone

On Tuesgay I was dealt with quickly but the wrong item was sent to me, I spoke to customer services today and the right item has now been ordered and is on its way, again I was dealt with speedily and efficiently which is the normal experience I receive.

Good customer service

Fast and easy to use just have to get my end sorted out

Sorry this is a long and detailed review to fully disclose this companies service. bear with me:

Having initially signed up for my vulnerable 78-year-old mother to this service in 2023 who had just had a spell in hospital we felt comfort knowing there would always be someone available should she have an emergency in the rare event we weren’t available. We paid £185.00 + £45.00 connection fee, this seems to be the standard initial cost for this service from most suppliers (There are loads of suppliers for this service). The analogue system ran well plugged into the phone line, it was a relief for the family to know our mother had a pendant that she could press in case of an emergency, we tested it monthly as requested and the response was fast. We renewed the service the following year 2024/2025 at a cost of £215 for the year which we still felt value for money; however, this is when the service started to change unfortunately. About halfway through the year my mother received a call from Careline / Lifeline saying that BT were stopping the analogue telephone service and to enable them to be able to continue the service that my mother had she would have to upgrade the equipment from careline/lifeline at her expense. This would be an additional £54.00 but reiterated this was a hire fee not a purchase fee as all equipment continued to belong to them. My mother was terrified that she would lose the service from careline and contacted BT to explain. BT were very helpful and confirmed to her that she was already on their vulnerable customers list and ensured her that she would not just be cut off without notice but would be informed in writing with plenty of notice when her telephone service was being converted to digital service. My mother continued to received sales calls from Careline/lifeline (whoever they are, they continually change their company name, 3 times in the last 2 years so far) they terrified my mother so much that she gave in and paid them an additional £54.00 for a digital box. When this was delivered there was only 1 place in her house where she could receive a telephone signal so it had to be put on the kitchen window sill, which would be absolutely useless if my mother had a fall in her bedroom upstairs as no one would be able to hear her, the previous analoge unit was located in the downstairs hallway so perfect to be heard from anywhere in the house. The new digital box is not fit for purpose; the mobile signal is rubbish. Then came the renewal of the service for 2025/2026 which was £399.00, yes that’s right, £399.99, nearly 100% Increase in cost, well if you include the fee paid 2 months previously of £54.00 for the not required/miss-sold digital box would be £453.00, previously £215.00. They say they have additional ‘business costs’ but seems strange these additional business costs only apply to their existing elderly vulnerable customers as you can sign up as a new customer for £16.99 a month (£203.99 PA) on their website. Subsequently we felt that my mother was being ripped off and have not renewed.

What’s more, on installation of the digital service the emergency calls changed from being a human at the end of the call to a pre-recorded voice! Yes, a bot handles the initial contact which just adds delay to getting human help. Evidently, I could have opted out of this, but this was never made known to me and I never opted in!

To Summarise, what started off as a worthwhile service has turned out to be total rip off. In the main, the poor staff than answer the phone are great, very understanding, and sympathetic, in fact the first lovely lady I spoke to wished she worked somewhere else as she had received so many calls like mine from existing customers being ripped off by renewal fees. This company encourage you in with a competitive sign-up fee and then load on the fees with additional and renewal service costs. It seems to me that there target customers are vulnerable scared elderly people that sign up with a direct debit with them and they take advantage of this by increasing costs year in year out eventually offering a substandard service with delayed answering of an emergency call, I feel they prey on the elderly being too scared to cancel the service and just pay there ever increasing costs. Absolutely disgusted and yet to receive any communication from management following my complaint and cancellation. This review is on a business known/trading now/previously as Careline, Lifeline, Lifeconnect24. I have also sent this information with evidence to Age UK, Hourglass, Trading Standards and BBC Watchdog

Spoke to a lovely helpful lady on the phone. Delivery of digital system very prompt.

We received a new lifeline as the previous one was faulty. The new one was plugged in and tested, the man answered and said hello Mr...... then surname, then said the address this person lived at. I told him he had the wrong details and gave the correct details of my mum and her address. He asked me to test in 10 mins to give him time to swap details, I did this and another person answered giving the mans details again. Then after they ended the call the new Lifeline went off and a red light on the top right hand corner came on. I had to plug the old lifeline in again as it would leave my 91 year old mother with no lifeline even though I know this was faulty, when I asked to speak with someone I git to speak to a really nice guy called Steve who was extremely helpful. Even though a complaint was made last evening I don't hold much hope for a manager getting back to me.

This company has seriously gone down…
This company has seriously gone down hill. I do not recommend them because you can never get through via telephone, I waited over 45 minutes once and gave up. They take weeks to reply to emails. They did not help us sufficiently when I told them the alarm wasn't working!
They never called any family eventhough they had three numbers to call in an emergency. This left my uncle on the floor alone with a broken hip!! They called for an ambulance which took hours. Shocking.

We have left now, as we got a another company to come and give us advice, they were excellent.
When I phoned to tell them we wanted to cancel, I asked for a refund, as the payment came out 10 days before. They said no. As you can't get a refund!! This is disgusting, they are willing to take money from an old disabled man and not refund him. So for 10 days service (remember the alarm wasn't actually working properly) we paid £90!!!!!! Tell me how that's ok?!
Apparently this is in the paperwork when you join, I have checked all my emails and there is nothing that says that. I just think this company is after money and that's it, they clearly employ less staff and keep money that should be refunded.

This is why I do not recommend. I'd give 0 stars if I could.

Please if they reply trying to play this down, do not believe. I have the emails I've sent telling them the alarm is working properly, I've got phone records to show how often I've tried to phone them about this.

Fantastic service, very patient Sam, and bought instantly