In this day and age, you call a number and expect an IVR , press 1 for this etc. I was immediately greeted by Jos. I had just had drama with my Dad overnight due to his Parkinson conditions. Jos listened , addressed a ton of questions and tailored the products to our requirements He was also careful not to over promise what the product could do. He had the right knowledge of how the product was being used by other families in a similar position. We have not used the product yet, but for Jos and getting things off to a good start , 5 stars sir.

ALL WAS GOOD ORDERING OVER THE PHONE VERY NICE LADY EXPLAING THINGS THEN WHEN MY MUM WENT TO ACTIVATE IT - WHICH SHOULD HAVE BEEN EASY THEY COULD NOT ACTIVATE IT IN THE END THEY REALISED THEY HAD NOT LOADED THE DETAILS THAT I WAS TOLD TO FILL IN ONLINE ONCE THEY HAD DONE THIS SHE GO GOT BACK IN TOUCH WITH THEM AND ALL WAS GOOD.SHAME THIS HAPPENED AS IT WOULD HAVE BEEN 5 STARS

great customer service. very helpful and polite agent.

Sorry I can't remember his name but he was so informative and understanding. Explained how, when and where. Thankyou

No pro rata refund given against an annual direct debit following my mum moving to a care home, 6 weeks after the payment was taken. For a company dealing with the elderly, where the service may need to be cancelled suddenly, this policy is shocking. Even car insurance companies provide a refund so why do you not do this?

Superb interaction with Harry from start to finish. The different options were explained fully and I had already been made aware of this great alarm product for the elderly from the Social Services at Great Yarmouth Borough Council.

Samuel was very helpful and answered all my questions.

Very helpfull and speedy

The one on the phone told me every thing I needed to know very good service

Careline is a very responsive and professional company to deal with.

Your customer adviser, Harry, was most helpful and had answers to all my questions. A pleasure to talk to someone so pleasant well informed.

I found the person I spoke to, Jos, extremely helpful and very friendly. Nothing seemed to be a bother, he answered all of my questions confidently.

I'm writing on behalf of my parents who each had a Careline button. My 91 year old dad had a stroke which left him with severely impaired vision and mobility issues. He went home with lots of support, back to his 89 year old wife. The Careline system gave the family who are spread around the country peace of mind. Over the next 5 months, the button was occasionally pressed accidentally, but the response was always cheerful, polite and patient. One day my mum popped out to post a letter and the home phone rang. My dad knew where it was but missed it when he reached out and fell, hitting his head and twisting his arm. The button detected the fall and swung into action. By the time my mum got back, a medic had been called and my sister was on her way. It ended in an A+E visit, but later that day, Careline rang him to find out what had happened and check he was OK. We are very impressed with their ongoing service.

Spoke to Drew today and was very helpful and reassuring

My dad had access to his careline alarm for the past 16 months. He didn't use it in the first 12 months, except to check it still worked. They had to replace the monitor as it didn't work. We paid for a whole year on 29th March 2023 costing £185.00. Additionally, with the equipment a total bill of £300. They renewed the 'contract' for the next year a month early at the end of Feb 24 taking £185.00 out of his account. So, problem one, my dad only got 11 months instead of 12! Unfortunately, dad had to go into hospital then a care home from 4th August 24. I informed the company immediately that he no longer required the service and requested a pro-rata refund. He only used 4 months of a new year, remembering they took his money a month early! This meant I should expect £123.33 I was told no refunds, (Problem two) but could i use it? or did I know someone who could benefit from using it, he asked me this several times I explained no, several times. He then said I need to send the equipment back as its rented. I suggested i keep the equipment as they owed me the money, once they send the refund i would return the equipment. Then the operator said that if I didn't send the equipment back I would be billed for it. I explained my dissatisfaction at the company. This fell on deaf ears. After a very long conversation I was offered £46.00, (Problem three)but, I would need to wait 7-10 working days for the refund, only once they receive the equipment. They received the equipment on the 9th August, i tracked it, as i do not trust this company. I spoke to another operator who assured me the equipment had been received in good order. The disgusting refund was due on the Friday 23rd August 10 working days after receipt of the equipment, as promised. Today is the 3rd of September and guess what ?.......... I am still waiting for it!!!!!!! (Problem four) They are taking advantage of vulnerable people to make money, as i guess lots of people who use this service may not require it anymore mid-'contract'. Great money making scheme, £123 of my dad's pension money for nothing. At the end of the conversation the operator asked if I would give him a positive review. Update; as requested by the reply I spoke to the company today. I was questioned whether they had received the equipment? When i said I had already had confirmation it was received on the 9th August the operator said ho, ok. I then had to request the refund again, and told I have to wait another 5 days. When I asked why so long as it should have been paid on the 23rd August the operator couldn't answer.

I originally spoke to kerry, who was lovely. She then put me through to Harry, who was also lovely & explained different options and was able to answer all my questions. The equipment arrived the next day, via Royal Mail, as promised. Everything arrived well packaged and instructions were easy to follow. After set up I had to test it, again when I rang company each operator explained what I needed to do. Very impressed with the company

Very responsive and helpful

such helpful polite staff spoke to 4 of them all outstanding

Called as the equipment my Father had was not working. I must say they were extremely helpful and sorted the problem very quickly and explained everything very clearly.

All good until my father passed away 5 months after paying a years charges up front. No refunds just invoices stating equipment is rented and rental fees are due. Part of the equipment returned and part unfortunately lost in the house clearance process which they have been very unsympathetic about during a difficult grieving period. Be very careful about getting involved with this company. No upfront contract agreed with my father or explanation that equipment is rented, no part refunds. They rely on elderly vulnerable people not asking questions, taking their money upfront and not being clear on cancellation policy through death or otherwise. Very disappointing.