This company have taken money from my elderly mothers account and set up a direct debit without her consent as she has dementia and no idea what her bank details are, so how they got them I have no... Toon meer
elderlyalarmservices.co.uk
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Lees wat reviewers zeggen
First Line Protect has contacted me following my earlier review. Trustpilot has asked me to edit said review. I have. None of this changes the fact that a direct debit was set up on my mother's acc... Toon meer
Bedrijf heeft geantwoord
This is my fourth.attempt complete a survey for First-line Protect First and foremost the during past few weeks I have been in contact with Justin.of First line a true gentleman a true professional... Toon meer
Bedrijf heeft geantwoord
Alarm does not work!! My mother fell over and the alarm didnt work. She lay on the floor for four hours until very fortunately an amazing neighbour saw her light on and checked. Ambulance peop... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
We're aware that other companies have been reselling our products and using our name. We have no connection to these sellers. If you're unsure whether a payment is connected to us, email info@firstlineprotect.co.uk and we'll gladly help you trace it. We've moved our reviews We no longer use Trustpilot. After ongoing problems with how reviews are handled here, we've moved to Google where you can read over 1,000 reviews from our customers. We're committed to honest, verified feedback, and we believe Google gives a fairer picture of our service. Thank you for your support.
Contactgegevens
Verenigd Koninkrijk
- www.firstlineprotect.co.uk
Unprofessional
Unfortunately, like Tanya L, we too had cause to cancel agreement with FLP. On 13th March I called FLP explaining that mum has dementia and was not in any condition to make such a purchase. I called and spoke with Jasmine who advised that they would close the account and refund the £89.99 for the pendant alarm (which had never arrived anyway) and would also refund the £39.99 (service charge). On 11th April, 13th May, 15th May, 19th June and 22nd June I made contact again for an update. On the last occasion I was advised that this was being dealt with by the 'account manager'.
Yesterday I called again (they hope to respond to telephone messages with 1 business day). Over the last 3 months I have emailed several times, with no response. I have called and been 'fobbed off' each time and so far I have left 4 messages over the last month, none of which has been responded to.
Dementia is a cruel illness and living with someone who is suffering with it is all consuming. FLP have certainly let my mum down and are still making our lives more miserable with their inconsiderate and callous approach.
13 maart 2023
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Dear Customer,
Thank you for taking the time to share your feedback regarding your experience with our company. We deeply apologise for the inconvenience and frustration caused by the delay in addressing your concerns.
We acknowledge that we did rectify the issue by issuing a refund; however, we regrettably failed to send a follow-up email to ensure proper communication. This oversight was not reflective of our usual professional standards, and we sincerely apologise for any distress it may have caused.
Since receiving your review, we have taken immediate action to rectify the situation and have personally reached out to you either by phone or email to address your concerns. We understand the importance of clear and timely communication, particularly in resolving customer issues, and we are committed to improving our processes to prevent similar incidents in the future.
We fully appreciate the challenges you are facing, given your mother's condition, and we deeply regret any additional burden our actions may have placed on you. It is our utmost priority to provide compassionate and considerate support to all our customers, especially during difficult times.
If there is anything else we can do to assist you or address any remaining concerns, please do not hesitate to contact us directly. We value your satisfaction and are committed to ensuring that your needs are met promptly and effectively.
Once again, we sincerely apologise for any inconvenience caused, and we genuinely appreciate your feedback, as it helps us identify areas for improvement. We value you as a customer, and we will do everything in our power to regain your trust and provide you with the exceptional service you deserve.
Thank you for your understanding and for being our customer.
Excellent service all round
I contacted first line protect to say I had an issue with alarm not charging properly. They replaced the charging unit and alarm very quickly and followed up with phone call to check all was working OK. Fabulous service. I have been a customer since 2021 and always had excellent service from them and the call centre too.
1 juli 2023
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Dear Customer,
Thank you so much for taking the time to share your positive experience with First Line Protect. We are thrilled to have you as a valued customer, and we sincerely appreciate your kind words.
We are delighted to hear that our team promptly addressed the issue you had with your alarm not charging properly. It is our commitment to provide efficient and reliable solutions to ensure your peace of mind. We are glad that we were able to replace the charging unit and alarm swiftly, and we appreciate your feedback on the follow-up phone call to ensure everything was working properly.
Your continued trust and support as a customer since 2021 mean a great deal to us. We strive to consistently deliver excellent service, not only in addressing technical concerns but also in providing a positive and helpful experience through our call centre.
If there is anything else we can assist you with or if you have any further feedback or suggestions, please feel free to reach out to us. We are always here to serve you and exceed your expectations.
Thank you once again for choosing First Line Protect, and we look forward to continuing to meet your needs and provide you with exceptional service.
Excellent friendly
Excellent friendly service new button arrived quickly and nothing was to much trouble
29 mei 2023
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Dear Customer,
Thank you for sharing your wonderful feedback about the excellent and friendly service you received from us. We are thrilled to hear that you found our service to be prompt and accommodating.
We strive to provide the highest level of customer satisfaction, and it is delightful to know that we were able to meet your expectations. We are pleased that the new button arrived quickly and that our team went above and beyond to ensure that your needs were met.
At FLP, we believe that no request is too much trouble when it comes to serving our valued customers. Your satisfaction is our top priority, and we are grateful for the opportunity to assist you.
If there is anything else we can do for you or if you have any further questions or concerns, please do not hesitate to reach out to us. We are here to provide ongoing support and ensure that your experience with us remains exceptional.
Once again, thank you for choosing FLP and for your kind words. We truly appreciate your business and look forward to continuing to serve you in the future.
Antwoord van elderlyalarmservices.co.uk
Dear Customer,
Thank you for sharing your feedback with us. We are pleased to hear that the representative you spoke to was very helpful.
At FLP, we strive to provide exceptional customer service, and we are glad to know that our representative was able to assist you effectively. We value the importance of being helpful and supportive to ensure a positive experience for our customers.
If you have any further questions or require any additional assistance, please feel free to reach out to us. We are here to help and provide ongoing support.
Thank you once again for your feedback, and we appreciate your business.
I tried to contact you by phone but the phones were busy…
I tried to contact you by phone but the lines were very busy. I emailed and and received a telephone call within 40 minutes. I told them what had happened and answered the question and was told they would make contact for a replacement. That was on Tuesday I received a replacement on Thursday and had a call later that morning and was I would get a further call to complete the fob. This came at 8.40 this morning. Thank you all for the speed this replacement has taken. Barbara Westcott
11 mei 2023
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Dear Barbara Westcott,
Thank you for sharing your feedback with us. We are delighted to hear about your positive experience and the efficient and fast service you received.
At FLP, we strive to provide prompt and reliable assistance to our valued customers. We understand the importance of addressing concerns promptly and ensuring a smooth resolution process. We apologise for the busy phone lines during your initial attempt to contact us, but we are glad that your email was promptly attended to within 40 minutes.
We appreciate your cooperation in providing the necessary details and answering our questions. We are pleased that we were able to arrange a replacement for you, and we are thrilled to hear that you received it promptly on Thursday.
We aim to provide a seamless experience for our customers, and we are grateful for your acknowledgment of the speed with which we handled your replacement. Your satisfaction is our priority, and we will continue to work hard to maintain the highest level of service.
If you have any further questions or require any additional assistance, please do not hesitate to reach out to us. We are here to help and ensure that your experience with us remains positive.
Thank you once again for choosing FLP and for your kind words. We truly appreciate your business.
broken sos alarm
It took sometime to sort the problem out but when it was I was really happy with the out come and had no problems since and the back up calls are really lovely I appreciate them
1 april 2023
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Dear Christine,
We acknowledge that you have been a valued customer of ours for the past four years and we sincerely appreciate your continued loyalty.
Thank you for sharing your feedback with us. We understand that issues may arise, which is why we provide a complimentary lifetime warranty for our devices.
We are pleased to note that your replacement was dispatched promptly and you are now up and running with your device.
Should you require any further assistance in the future, please do not hesitate to contact us via email at info@firstlineprotect.co.uk.
Best regards,
J
Managing Director
customer service has been wonderfully…
customer service has been wonderfully helpful
23 januari 2023
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Dear Customer,
Thank you for taking the time to share your feedback with us. We are delighted to hear that our customer service has been wonderfully helpful to you.
At FLP, providing exceptional customer service is a top priority for us. We strive to go above and beyond to assist our customers and ensure their satisfaction. Knowing that we have been able to meet your needs and provide helpful support brings us great joy.
If there is anything else we can assist you with or if you have any further questions or concerns, please feel free to reach out to us. We are here to help and ensure that your experience with us remains positive.
Thank you once again for your kind words. We genuinely appreciate your business and the opportunity to serve you.
Not a positive one ..
Unfortunately our experience with FLP has not been a positive one. About 4 months ago my parents tried to cancel my grandads alarm as it was not and never has been required. The customer service agent my mum spoke to was incredibly rude, dismissive and wasn’t accepting of this being cancelled. The direct debit has been cancelled FOUR TIMES (three times by my parents and once by HSBC) yet somehow this company is still taking money from my grandads account. Luckily it is covered and the money is being refunded by HSBC, who are now investigating how FLP are taking the money 1) without a direct debit and 2) without permission. According to ‘Jasmine’ the cancellation request has apparently now ‘been honoured’ and will cease in 90 days however, after cancelling it months back it should not require an additional 90 days.
I note that a couple of other negative reviews have been removed so I suspect mine will disappear at some point also 😉
In response to the (in my opinion) rude and incorrect response from FLP .. I’m glad you have sent my parents the email you have and the contract has now been terminated with immediate effect. You were indeed notified twice of the intent to terminate the contract but as stated in the initial review, the customer service agent was VERY dismissive and did not want accept the cancellation nor help going forward.
You’re right, you did have permission from my grandad for the initial monthly DD payments but you didn’t NOT have permission for the last 2/3 that were taken. As i said HSBC are investigating how you were able to take the money following our cancellation of the DD plus theirs. I also have screenshots of other reviews from two customers saying payments were taken from their bank account without permission following cancellation, which I will happily forward where necessary.
And your ‘internal review’ is VERY mistaken as my grandad has dementia and didn’t have a clue what he’d agreed to or even taken it out of the box. My parents did recently to see what it was. It has most definitely not been used, let alone ‘activated’.
I hope that this is now the end of the matter.
Yours sincerely,
(As you say) .. her majesty 😉
6 december 2022
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Thank you for your review. Unfortunately, the said customer never advised us of a cancellation and therefore as per our terms of business, which was agreed and signed by said customer, payments are due for the ongoing monitoring of the solution. In light of our recent internal review, the device is still in receipt, and Active, of the said customer.
Should we have received a cancellation request, we would have been able to cancel the service for you.
We have since terminated the service with an immediate effect; cleared and honoured internally despite monies due for the service.
We apologise if you feel our staff were incredibly rude your Majesty. We will endeavour to ensure this is an isolated incident.
Yours faithfully,
FLP.
We got this for Dad and it has been…
We got this for Dad and it has been brilliant. Far better than all the other devices we've looked in to. You don't need to be near a phone in case of emergency as the team can contact Dad through the device. They can quickly assess his needs and respond appropriately saving valuable minutes. When we asked for a second device to charge one through the day and the other through the night it was sent next day with absolutely no problem. Even after Dad lost one a replacement was sent out free of charge. This service is absolutely incredible. I cannot rate it highly enough.
19 juni 2022
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Dear Customer,
Thank you for sharing your feedback about our device. We are thrilled to hear that it has been brilliant and exceeded your expectations, providing a superior experience compared to other devices you have explored.
At FLP, we understand the importance of ensuring the safety and well-being of your loved ones. We are delighted that our device has been a valuable asset for your dad. Our goal is to provide a reliable and efficient solution, and it's wonderful to know that our team can contact him through the device, assess his needs promptly, and respond appropriately, saving precious minutes in case of an emergency.
We are also glad to hear that our customer service was able to meet your needs efficiently. Providing a second device for charging during the day and night was sent promptly with no issues. We believe in going the extra mile for our customers, and we are pleased that we could accommodate your request. Additionally, we understand that accidents happen, and we are happy to have promptly sent a replacement free of charge when one was lost.
Your kind words about our service being absolutely incredible mean a lot to us. We are dedicated to providing exceptional service and ensuring your satisfaction. Your high rating and recommendation are greatly appreciated.
If there is anything else we can do to assist you or if you have any further questions or feedback, please feel free to reach out to us. We are here to help and continue providing you and your dad with the best possible experience.
Thank you once again for choosing FLP. We truly appreciate your business and the opportunity to serve you and your family.
Takes long to have someone to answer…
Takes long to have someone to answer your phone calls and quickness to answer pendant
16 april 2022
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Dear Customer,
Thank you for providing your feedback. We appreciate your patience during the process of reaching our customer service team and acknowledge your concerns about the length of time it takes to have someone answer your phone calls.
At FLP, we strive to provide excellent customer service, and we understand the importance of prompt assistance. Our goal is to answer all calls within 30 seconds at a 99.99% rate, ensuring that our customers receive timely support.
We apologise if we did not meet your expectations in this instance. We continuously evaluate our operations to improve our response times and ensure a seamless customer experience. Your feedback helps us identify areas for improvement, and we will take it into consideration as we work towards enhancing our service.
We are pleased to hear that our pendant response time has been quick. Your safety and peace of mind are of utmost importance to us, and we are committed to ensuring a prompt and reliable response in emergency situations.
If there is anything else we can do to assist you or if you have any further questions or concerns, please feel free to reach out to us. We value your feedback and are here to provide the support you need.
Thank you for bringing this matter to our attention. We appreciate your understanding and the opportunity to improve our service.
Very good service once I spoke with a…
Very good service once I spoke with a team member. The website at the time didn’t make it clear that the watch was a product due out, and not currently available at the time of my initial enquiry.
Other than that, very good service. The pendant was received very quickly, and was straight forward to set up
20 september 2021
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Dear Customer,
Thank you for sharing your feedback with us. We appreciate your kind words about the service you received from our team members.
We apologise for any confusion caused by the website at the time of your initial enquiry. We understand the importance of providing clear and accurate information, and we will take your feedback into consideration to improve our website's clarity regarding product availability.
We are glad to hear that you received the pendant very quickly and found it straightforward to set up. Our goal is to provide a seamless experience for our customers, and we are pleased that we were able to deliver on that.
If you have any further questions or require any additional assistance, please feel free to reach out to us. We are here to help and ensure that your experience with us remains positive.
Thank you once again for your feedback. We truly appreciate your business and the opportunity to serve you.
Excellent professional service
Very polite customer service. Very happy with my SOS alarm. Somebody always at the end of the phone to talk to. Never had an issue with my service. Highly recommend.
26 juli 2021
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Dear Customer,
Thank you for taking the time to share your experience with us. We are delighted to hear that you are very happy with your SOS alarm and have had a positive interaction with our customer service team.
At FLP, we strive to provide polite and attentive customer service, and we are glad to know that you have found our team to be helpful and responsive. Knowing that somebody is always available at the end of the phone to assist you brings us great satisfaction.
We are also pleased to hear that you have never had an issue with our service. Your peace of mind and satisfaction are of utmost importance to us, and we work diligently to ensure that our services meet your expectations.
Thank you for recommending our services. Your trust and support mean a lot to us, and we are grateful for the opportunity to serve you.
If you have any further questions or require any additional assistance, please do not hesitate to reach out to us. We are here to help and ensure that you continue to receive exceptional service.
Thank you once again for choosing FLP. We appreciate your business and the recommendation.
Absolutely AMAZING!
Amazing service! Just wow!!
Been using their service and the app it self for my phone, highly rated, quick response and such a professional monitoring team.
26 juli 2021
Review zonder uitnodiging
Sensitive and prompt service much appreciated
I was really impressed with the way Firstlineprotect helped me sort out an order my 91 year old mum with Alzheimer's had made in error. The return of the unwanted GPS tracker was made easy with Jasmine's help and the payment promptly refunded. From start to finish less than a week. And I could see from the information provided with the tracker that this would have been perfect for her a couple of years ago. A big thank you to all concerned.
3 juni 2021
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Dear Customer,
Thank you for sharing your positive experience with First Line Protect.
We understand the importance of providing support and guidance during such situations. We strive to ensure a smooth and hassle-free process for our customers.
It's heartening to know that you found our service efficient, with the entire process from start to finish taking less than a week. We apologise for any inconvenience caused by the order error but are grateful for the opportunity to rectify the situation promptly.
We also appreciate your comment about the tracker being perfect for your mother a couple of years ago. While circumstances may have changed, we are glad to have been able to provide you with a solution that could have been beneficial in the past.
Thank you for your kind words and the big thank you to all concerned. We value your feedback and are committed to continuing to serve you and your family with dedication and compassion.
If there is anything else we can assist you with or if you have any further questions or concerns, please feel free to reach out to us. We are here to help and provide ongoing support.
Thank you once again for choosing First Line Protect. We appreciate your trust and the opportunity to assist you.
Great company and quality alarms
I would throughly recommend this company, it's a weight off my mind knowing my mum has one on these alarms and has access to help when I'm not around. Quick to set up and a professional service all round.
27 maart 2021
Review zonder uitnodiging
Antwoord van elderlyalarmservices.co.uk
Dear Customer,
Thank you for taking the time to share your experience with our company. We are grateful for your recommendation and glad to hear that our services have provided peace of mind for you and your mum.
Ensuring the safety and well-being of loved ones is our utmost priority, and we are pleased to know that having one of our alarms has relieved some of the concerns you may have when you're not around. Knowing that your mum has access to help when needed brings us great satisfaction.
We strive to provide a quick and efficient setup process, and we are glad that you found it to be so. Our team is dedicated to delivering a professional service from start to finish, and we are grateful for your acknowledgment of our efforts.
If there is anything else we can do to assist you or if you have any further questions or feedback, please feel free to reach out to us. We are here to help and provide ongoing support.
Thank you once again for recommending our company. We genuinely appreciate your trust and the opportunity to serve you and your family.
Recommended via Veteran Owned UK
Recommended via Veteran Owned UK. Spoke to J, referred back to us immediately with an alarm for my grandmother. Squared me away. Recommending this service to other close family. Many thanks.
16 februari 2021
Review zonder uitnodiging
Reassurance through simplicity
We chose first-line protect because having a GPS free roaming personal alarm without needing a base station was very supportive of user independence. The app is great, easy user interface and very reassuring to know in event of getting lost, we know exactly how and where to provide assistance. Being able to contact via the on board speaker and mic is excellent, allowing us to check that the user is familiar with interacting with the helpful call monitoring centre.
I'm delighted we chose first-line direct, the features knock spots off other more expensive systems for six and they couldn't have been more helpful along the easy set up!
27 augustus 2020
Review zonder uitnodiging
We bought the pendant for my mum to be…
We bought the pendant for my mum to be able to retain her independence for as long as possible as she had been recently diagnosed with Lewy Body Dementia.
I can honestly say it gave my mum the freedom to enable her to collect her money from the post office which she had always loved walking to and also going out walking in general.
I would not hesitate to recommend it.
12 augustus 2020
Review zonder uitnodiging
5 stars!!!!
We purchased an alarm for our 92 year old Grandmother a few months back. Best thing we’ve ever done. Nan had the bog standard alarm for years, and after suffering a few falls in her bedroom we learnt that having the speaker in the lounge by the phone line wasn’t ideal. So we upgraded her to the GPS mini alarm with fall detection along with the family monitoring app. My nan has said it gives her peace of mind that if anything were to happen someone will be on hand to help, as-well as the family being notified instantly. Not only is the product fantastic, the customer service from First Line Protect has been amazing, can’t thank you enough!! Definitely recommend!
11 maart 2020
Review zonder uitnodiging
Bought for 90 year old relative who…
Bought for 90 year old relative who lives independently. Gives him and ourselves reassurance that he can contact us if necessary and if he takes a tumble this device automatically detects fall and gets help. He has accidentally activated this a few times and the staff at the call centre have been very attentive and helpful. He is non hearing so cannot respond to device but it has settled him and given him security and and confidence. Highly recommend this product and excellent support team.
16 november 2019
Review zonder uitnodiging
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