Welbeing Reviews 137

they offered a free 28 day trial of their club, then 15 days later tried to take £20.99 from my credit card without any authorised access. I can't understand how they had my card details. this is fraud

Used to work here for 5 years till they closed the welbeing office in Eastbourne. Now called Doro/careium.
They have now taken over fully in Kent or some other place they rented,
They changed phone system to a cheap unreliable one, customer service team not replaced when welbeing was closed in Eastbourne, neither were the engineers.
So don't expect phones to be answered or engineers sent out in a reasonable time frame.
All staff they have in Kent etc are on minimum wage/ training is terrible.
Not sure how they are even functioning.
Would not use or reccomend.
Update:
If Welbeing/Careium want more information please feel free to ask, but my concerns were ignored internally for years.

Truly dreadful. Didn't notify when being taken over by Doro or when they became Careium. Invoice when provide no service, not even working equipment. Don't reply to correspondence or complaints, don't answer their phones, all advertised e mail addresses are wrong. Wouldn't touch them with a bargepole.

Operator failed to call either of emergency contacts. My nearly 92 year old Mother left on floor after a fall for 2 hours. This used to be a perfect service. Now useless

My mother was woken up at midnight on Monday by the Lifeline team as it turned out her lifeline had malfunctioned. They were unable to turn off the alarm so it all had had to be unplugged. She has since made numerous phone calls to largely unhelpful staff who have so far failed to resolve the situation. She has been without her Lifeline (which she pays for) for 3 days with no indication whatsoever of when an engineer will be able to attend. She has waited in since Monday in the hope that someone will fix it. This is absolutely unacceptable. My mother is in her 80s and had been left in a very vulnerable position by this inefficient, uncaring company

This company used to be OK - not anymore. Trying to get hold of them is impossible. I have tried four times to try and make a complaint and have tried also to change the contact telephone number of my contacts list. Have now given up and I'm looking to cancel and get new provider. This company gives no service now - you may as well tear up £20 a month and throw it in the air. If you need to use your alarm - good luck with that too - non-existant service.

Awful. My mothers pendant got lost when she went into hospital. Rang to order a new one and trusted it would be delivered as promised. What happened next was days and days of waiting to get through, leaving my number, no one ringing back, countless lies & promises that it had been sent, being passed from
Pillar to post, being told it was being definitely delivered “today” but nothing ever arrived. In
The end I demanded a new one sent first class next day delivery (why this wasn’t done in the first place is beyond me) and it arrived, but only after my 92 yr old, very frail & weak mum was left for a whole week with no pendant. Overall just an awful experience that seriously concerns me.

Absolutely waste of time company . Supposed to be a lifeline . I be dead by the time they answer

No problem taking your money. Returned a item 2 weeks plus ago and still waiting for a refund

The reason why I've only given 3 stars is because my lifeline didn't arrive within 72 hrs which is what I was told.I emailed 2 different addresses and neither worked. I phoned in the end and said about the email addresses not working and I was told that the website was new and they hadn't updated the new emails yet!!.The whole process turned out to be stressful. Once I got my equipment I set it up myself. Just hope it works.

Total lack of communication. Rung them said they would get back to me, never did.
Ordered online and only when I phoned up to see what was going on, they informed me, due to moving to new premises there would be a 2 week wait!! Poor should of planned a storage unit to continue working.
Still no phone back over a week later and not sure what is going on. Still not arranged an appointment for lifeline to be filled, so my poor dad could be more than 3 weeks without his lifetine.
Would I recommend no. Appreciate everyone's is stretched in these COVID times but could have called me.
Was recommended company, person who recommended is now embarrassed and can't apologise enough.
I just hope they don't treat everyone the same as me, otherwise a change of management is required.

EASY TO ORDER. ARRIVED VERY QUICKLY AND WAS VERY EASY TO SET UP

We were impressed with the assistance offered by telephone when we had some questions about installing the equipment, which actually turned out to be far easier than the written instructions indicated. It was basically a case of plug in, switch on and go!

terrible customer service. made complaint in October, was replied to last month (after threatening to take complaint further) they agreed they owed my money yet I still have not recieved it! Pleaser think twice before using this company for a life line,

Wellbeing lifeline propose that they help the elderly and keep them safe in their homes with their personal alarms.
Unfortunately this was not my mother's experience. She called them 3 times before she sadly died waiting 2 and a half hours for an ambulance. On replaying the tapes sent to me through their speaker system it seams clear she was not monitered properly by the operator of this company. She had a bad fall and traped her arms which should have been an emergency. They called an ambulance after the first call forgeting to mention that she had heart failure. Half an hour later she pleaded for an ambulance saying she couldn't move. At this point the operator should have made another call to 999 to explain that this was an extreme emergency. Unfortunately she didnt. Even after another call from my mother 10 minutes later no call was made to upgrade the ambulance.
When I raised the issue with this company they claimed that they are only a first contact to 999. Their operators should assess the situation and monitor the elderly patients that they claim they so care about. It was too late for my mother.
Ralph long on behalf of the deceased ernestine long.

The machine arrived after two weeks. The instructions were very vague and no network cable was included. At the moment it cannot be used at all as I will have obtain a network cable.

Dreadful. 15 months and I've given up trying to get a correct statement from accounts. Cancelled dd as have no confidence in the finance processes. Emergency calls take 15 mins to answer. Need a software update but because use a call blocker company said would phone back, that was 7 months ago. They are dealing with vulnerable people who become v upset when incorrectly told they owe money. Still waiting to hear from complaints team.

Definitely do not recommend this company.
Have had the alarm for about a year now for elderly parent prone to falling. Alarm calls answered promptly in beginning, however there were issues with the alarm going off for no reason, often in middle of night.
It now seems to take average of 30 mins for an operator to answer the alarm, thats if the equipment is even working! On one occasion when alarm activated, took roughly an hour for operator to answer. Luckily this wasn’t due to a fall, but the alarm going off for no reason. This also blocks your phone line, so you can’t ring out for help while waiting for anyone to answer and you can’t switch it off yourself.
You can try and speak with someone about issues with the equipment or service, but they don’t appear to keep a log of calls made to them and you have to keep calling back, going over the same conversation again.
I contacted finance department over 2 weeks ago, having to leave my number for a call back and I’m still waiting. My parent has an alarm unit that hasn’t worked for a month now, they mailed out a replacement, as no engineer available for 3 weeks and this doesn’t work either.
You can try making a complaint, but instead of giving you any contact details, the operator will take your complaint, and apparently email you a copy, again over 2 weeks ago and still no email. However they still take your monthly payments without providing a service.
I have seen the review from an ex employee, which does explain the lack of service now being received.

It took a little time to set up but once up and running appears to be working well.

Whatever you do once equipment is set up dont,fall or have a heart attack or stroke on the 1st of month when everyone phones in to test equipment. It took over half an hour to get response . dont do any of these at any distance from main hub as you won't be able to hear them or them hear you.
Also had faulty fob/pendant and they took over 5 days to replace and them you have to pair it with equipment by very unclear technical instructions.
Pretty poor!!!