Appello Avaliações 202

The service was extremely helpful, and efficient, and the person on the other end of the line was so calm when we needed their support.

I’ve had the alarm system for a couple of months and am not impressed or happy with it. When I genuinely needed help and my neighbour pressed the alarm, it kept repeating “the alarm is being connected”. This went on for so long that my neighbour dialled 999 as I needed urgent attention.
Now, a month later, I keep getting daily recorded messages on an International phone number. I and everyone else I know takes no notice of International calls as they are usually scams. The message goes on to the answerphone and keeps being repeated. They are very disturbing.
Your system is rubbish and not fit for purpose.

father in law (87) has pressed the alarm a few times accidently but over the last few months the telephone check from apello has ranged from 12 to 20 minutes ! if an elderly person has collapsed and bleeding or stopped breathing they are a gonna ,phones manned by people at home ...just hope they are not busy dealing with the household. my complaint is still ongoing , needless to say we have now left this company .

When my 92 year old father was in hospital for two months I got several calls from Appello saying he had activated his alarm. I told them it was faulty and the flat was empty. They didn't listen because I had clearly gone off script in to an area that they are not been provided any training to deal with and that they have no system in place to deal with.
My Father had been complaining about these random activation for some years but it was hard for me to verify without being there all the time.

This type of fault is absolutely critical to fix for two reasons -
1. It wastes ambulance teams time.
2.It causes immense stress and confusion to the elderly person. Who repeatedly get's blamed for activating the alarm.

Now my father is very weak I have set up my office in his flat so am there almost every day, all day. He doesn't wear his alarm because he can't move and it is a bit pointless when I am there. While I am here the alarm gets activated randomly and I always explain on the intercom that it is a fault. It's like talking to a confused robot that doesn't know what to do. They are only trained get the case closed as quick as possible.

Eventually after I refused to let it go, one of them said they had found a form to fill out.

So after two years of complaining and at about 10 false ambulance call outs they filled out a form. Obviously nothing happened after this form was filled out and it still remains unfixed.

Just last weekend another ambulance got called out to him for no reason.

I tried canceling the service, which they also couldn't help with.

Update - It just happened again while my father is in hospital and was working from his flat. So I complained again. Apparently it happens because their systems "ultra sensitive". They are literately making it up now. It's a friking pull-chord switch! It's either on or off!

Update - Just received an alarm activation call when I am on a campsite, at 2am, a long way from my dads property. As I can't get there they will call an ambulance , yet again. My father is now very week and confused. This type of think could break him. Surely this is illegal.

My aunt recently had a fall and pressed the buzzer for help. Apello called an ambulance at 10.22 pm and informed my sister who is the main contact (but lives 2 hours away). Apello said they would contact her when they heard from the ambulance staff.
We waited all night and tried calling my aunt, the hospitals and apello (who don't answer) to find out what was going on.
Eventually on calling the Apello manager number for emergencies we managed to speak to someone who also didn't know what was going on.
She informed me that an ambulance had attended at 5.55am and left at 6.35am. She suggested my aunt might be in bed sleeping as she had been up all night!
Eventually my sister got in touch with aunts carers who had visited but found the flat empty, but they then searched to discover she had actually been taken to hospital with the ambulance.
My 92 year old aunt lay on the floor in just her nightgown all night, with a bleeding head. She thought she was dying!
Apello were absolutely hopeless, a total lack of communication and very defensive attitude on the phone.
They can expect further complication from us!

Appello's telecare service is appalling. Look elsewhere for telecare!

My mum who is very hard of hearing and has mild dementia accidentally activated her personal alarm/fall detector in November 2020 (equipment on hire from Millbrook Healthcare/Mi-Guardian). Due to my mum's poor hearing she didn't hear the Appello telecare call centre's call to her to check if she was okay. Appello then telephoned my brother (who was not the primary emergency contact, I was). As he wasn't with my mum Appello said they would have to send an ambulance. My brother rang me and I contacted Appello and said I was going around to see my mum and asked them to cancel the ambulance. As my mum accidentally sets the alarm off approximately once a month I was confident it was a false alarm. They refused to cancel the ambulance and this caused a lot of distress to my mum.
After this incident I contacted Millbrook Healthcare/Mi-Guardian and Appello asking for me to be the primary contact and my brother to be the secondary contact. I also asked not for an ambulance to be called if my brother or I can confirm my mum is okay - my mum has CCTV in her house and we can check if she is okay or is in need of help. Appello initially refused to do this even though we were giving them authority not to all an ambulance. After numerous telephone calls (on one occasion I waited ten minutes for Appello to answer my call, they didn't and I gave up - it's s good that it wasn't an emergency) they agreed to not calling an ambulance if my brother or I could confirm my mum was okay. This would protect Appello from legal action (because we would be responsible for an ambulance not being called), would prevent wasting the ambulance service wasting their time and prevent causing upset to my mum from an unnecessary ambulance attendance.

Yesterday my mum accidentally activated her personal alarm. Appello telephoned me but I was having a shower and missed their call. Instead of telephoning my brother (the secondary emergency contact) they telephoned for an ambulance. Appello telephoned me again eight minutes after their initial call, I answered, and they told me an ambulance had been called. I checked my mum's CCTV and saw she was fine and asked them why they didn't call my brother when I didn't answer their call. They weren't able to answer this. The ambulance arrived at my mum's house and I had to contact 999 to say it was a false alarm. The visit from the ambulance service caused my mum unnecessary stress.

I understand that companies have got to protect themselves from legal action being taken against them but ignoring customer requirements that would protect the company (Appello) is unacceptable, wastes NHS time and causes undue stress.

There are other telecare service that have excellent reviews on Trustpilot and I would advise everyone to use their services rather the Appello's

If you are reading this - For Reference, this Appello is a UK health company. Not an Australian company.

Appello Australia, Software company is a different company.

They SPAM my inbox at least twice a week!

This company is a liability if you actually need them. My Mother signed up with them in March 2019. She had a fall a few days ago and pressed the alarm. After a few minutes someone answered and called her the wrong name. They had the wrong name and address! Luckily I was staying for a few days and was able to take over. Appello simply called for an ambulance, but have no remit to do anything else. The ambulance came after nearly 4 hours. I tried to phone other family members for support but the Appello connection prevents you using the landline while they're 'dealing' with your call. Luckily I had a mobile, but I suspect many elderly people wouldn't. Appello promised me they had corrected the name and address, but when I tested this by pressing the button the following day they still thought it was someone else. Not good enough. If I had not been around this weekend I dread to think what would have happened. They also say someone will come out to reprogram the unit, but can't say when.

Complete amateur company. My wife had this service and had to wait over eight minutes for a call. They then had the address wrong. Next time the address was still wrong even after promises to sort it out. No contact from them when I complained, go elsewhere.