Update on Lifeline24 Experience
This is an update since my initial review on 19 April 2021. For some reason I've been prevented from editing the orginal one. By whom, I cannot comment.
At the specific request of Lifeline24 I emailed them privately & directly with proof of purchase they required. It seems she doubted I had this initially.
Lifeline24 did not respond in the same way though. I never recieved a reply to my email. Lifeline24 preferring to update the company's response on a public platform, reiterating their terms of business.
This equipment was purchased for my mother on 5 November 2020. Unfortunately, she went into hospital on 1 December approx. 2 weeks after receiving it. She never came out. She died 11 weeks later.
We didn't cancel within their very limited 1 month period, because we thought my mum would make it back home. And, as anyone with any empathy can imagine, we had more important issues occupying our minds thereafter.
Lifeline24 know full well our equipment was never used, by the nature of the product this is.
Furthermore, after losing mum, other companies we had to cancel subscriptions with ALL offered refunds. Yet, Lifeline24, who is the only company specifically marketing products to sell to the old and vulnerable, are the only supplier who hasn’t.
Reply from Lifeconnect24
Dear S Mulder,
I apologise for any upset or inconvenience caused by your experience with closing the account.
Unfortunately, the review only provided us with your name, which is not enough information to find your Mother’s file. We contacted you via the Trustpilot system in order to locate your account – thank you for completing this request.
I can confirm, your email was responded to on 21/04/2021 - I am sorry to hear that you did not receive this email.
From looking into your account, I can see that you ordered on the 5th November and we were not contacted until the 19th April to start the cancellation. Your alarm system sends us a test message every 2 months – the last test we received was on the 9th March so we had no reason to suspect the system was not in use.
Following your complaint, I have escalated your complaint to our Senior team in the hopes of resolving this for you. It is certainly not our intention to upset our customers during such a difficult time and I am very sorry to hear of the distress this has caused.
I do hope we can resolve this complaint for you. I have sent your details to our Senior team who will be in touch very shortly.
Should you have any further queries, please do not hestiate to get in touch.
Kind Regards,
Lifeline24