Appalled by lack of care!I discovered on Friday (20 Feb) that my mother's alarm pendant no longer works, because its 3G connection signal had been turned off in early December. We only discovered this because we decided to run a test and found it wouldn't connect to the team at PPP Taking Care. We'd received no notification of this via post or email, and the lady in Customer Care I spoke to was confused, saying the pendant was listed as a 'Digital 7' device but then confirmed upon investigation that it had indeed become obsolete and hadn't been working for more than two months! TWO MONTHS++ WITHOUT ANY ALARM PROTECTION AT ALL! I cannot fathom how an organisation that promises "peace of mind" for seniors and to "help families feel reassured" could be so negligent. I even spoke to their Customer Service team earlier this month to discuss the best night-time safeguarding strategy when my mother didn't wear her pendant in bed (and they sent a basic wrist-strap alarm that can only trigger an alarm call via a Base Station, so we moved the Base Station upstairs in the hope my mum could shout and be heard via this, should she have an emergency in the night). So they'd very recently have been able to review her account and device details. My mother, who lives alone, is now without any means of alarm protection should she leave the house, and only if she's within physical touching distance of the base station when she's at home. Not a great situation for a vulnerable 83-year old who's had a stroke and suffered numerous falls where she's been unable to get up and has required Ambulance assistance. And while PPP Taking Care have failed in their duty of care to notify us of an equipment failure and rectify it, they certainly were able to communicate in January about a forthcoming price rise, along with the advice: "Just to remind you - you only need to test your alarm once every quarter". I'm still waiting for someone to come back to me to let me know how they intend to sort this situation out – because of course, PPA Taking Care don't provide customer service at the weekend. In the meantime, I'm checking in on my mum every few hours - and busy ringing round all the people we've recommended also get a PPP Taking Care alarm to ask them to check their own alarms are working. I'll also be researching alternative providers who hopefully deliver the service they charge for.
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Taking Care has been providing personal alarm services for more than 30 years. We've supported over ¼ million people and their families with personal alarms and are a Trading Standards Approved personal alarm company.
