Review Time
Very disappointing recently as the quarterly price charged and increased from £62.54 to £99.97 without any notification until I received an email informing me of the latest direct debit amount.
I complete lack of regard for the user.
I submitted a review on Saturday, January 10th, requesting it be treated as a complaint. I received a response from the support team stating that someone would reach out within 28 days. Despite multiple attempts to contact the company throughout Sunday and following all provided instructions, the issue persisted. It continued until I finally spoke with the technical support team who resolved the problem, but do you really consider one hour and fifty-five minutes on hold a decent service? I certainly do not... absolutely appalling service. I have spent nearly five hours since the issue began on Friday, January 9th, trying to get it resolved.
Had I known that the service required a monthly payment instead of an upfront fee, I would have chosen differently. We paid the full amount, but within a couple of months, my mother-in-law moved into a care facility, and we didn't end up using the service. In fact, she hardly used it even before that. We requested a partial refund, but it was denied. Ultimately, it feels like a loss for us, which is quite disappointing.
It was quite challenging to fill out the form, particularly the address section, and there was no confirmation regarding costs. The direct debit process was confusing, and we were unable to get the device working with the alarm. Two help numbers were unavailable over the weekend, and the emergency line was too busy to provide assistance—definitely not a great start.
Had I known when ordering the lifeline that it should not be paid upfront and could be paid monthly, I would have acted differently. We paid the full amount, and within 2-3 months, my mother-in-law moved into a care home, rendering the lifeline unused. We requested a partial refund, but no, it’s essentially our loss—quite disappointing.
I have been with the service for a few years and have received excellent support. However, last November my annual fee increased by approximately 50%. After negotiating over the phone, they managed to reduce it by 30%, which was somewhat acceptable. Two weeks later, they informed me of another 50% increase, forcing me, as a retiree managing on a state pension, to cancel the service.
I was pleasantly surprised to find that they actually answer the phone. I had a significant query, and the representative assisted me effectively. I had to upgrade to a falls watch on January 6th, and by January 7th, I was already wearing my new watch—wonderful service, many thanks.
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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.
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