Appello Avaliações 202

Six weeks ago we reported fault on my mothers careline. Reported several times since because my mum and especially those on the contact list have been contacted repeatedly from call centre because they say my mum has pressed alarm button which she has not. When friends and neighbours are contacted in the middle of the night it is very embarrassing, and obviously they are not too happy when they know that fault reported such a long time ago.
The reason given each time family member has reported, waiting for batteries!!!!!
Today I was told the same, the lady then said if my mum needed help to ring 999!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
My mum is paying for a service she is not receiving and is increasingly getting frustrated because of the number of times the alarm is going off at the call centre and fed up telling them she has not pressed alarm.
Six weeks and still not resolved. I will be pressing for at least six weeks worth of refund.
The service from this company has been hit or miss since being installed. We are in the process of looking for alternative companies should this not be resolved with in 7days.
When I spoke to a lady this morning she said she would pass to her supervisor mark urgent and get her to ring, quick as a flash no phone call. They will no doubt ring tomorrow when we are taking mum to a hospital appointment so I will not be able to speak and problem will be still ongoing.

New digital system is so much better. Had a few technical issues but they were resolved quickly. Installation guys were very helpful.

We recently had the digital system installed and the guys were friendly and professional yes the new system had gremlins which should be expected, apello were always on hand with any of of issues and dealt with them in a timely manner, the only issue i have is i thought the with the new system faults with the system didn't have to be reported and should of been picked up? but i seem to have to report all faults?? The team themselves are all friendly and approachable and always willing to listen to our issues even if they can not resolve them
and new system is great though

Exceptional service and help from engineers when required. Installation Supervisors are always on hand for advice, nothing is too much trouble.

At the start of the year, there seemed to be delays with length of time to answer calls. Sometimes due to ambulance strikes etc.
This was fed back to Appello and has improved greatly and Clients are now happy with the call answer times.

Appello is a good service where the calls are all answered within a few minutes however occasionally the system we use has blips and the staff are not knowledgeable to the situation,85% of my residents have a positive experience with Appello

Appello are quick to respond and very helpful

The technology, experience and knowledge is outstanding. the customer service advisors are always polite and helpful.

Always someone at the end of the phone and is a valuable asset within a Retirement Development.

Operators are very polite and helpful at all times, normally quick to respond when needed, as a development manager I am always left a message when a resident has needed assistance.
Highly recommend

Excellent service by this company. Contractors were polite and helpful during our new installation, and also kept all areas clean and tidy.
Support always on hand for any questions or issues.
No hesitation in recommnding.

Appalling customer service - mother without a working alarm 6 days - countless calls to company- on hold for ages and still no resolution. Cancelled contract and ordered from a new company as I couldn't risk my mother's security any more.

As a site manager we've been with Appello for over a year and yes there have been teething issues in the past but all resolved. The system is flexible and user friendly and calls on the whole are answered promptly. It appears to be working well and covers all aspects of incidents that life can throw at you. As a customer I would be happy to recommend Appello to anyone considering this type of service

When required Appello gives us a quick response. I am happy to say my residents trust Appello and the ones that used it felt safe and reassured.
They are all very kind when I am doing the weekly fire alarm tests.

Appello operate under very difficult circumstances such as the lingering effects of Covid, Ambulance strikes and the like. However, all these facts notwithstanding they have never failed to provide their essential service kindly and efficiently. I manage a retirement development and find their service invaluable.

Having the appello/careline system in place takes a lot of pressure of the Development Manager and gives the residents the reassurance that they have support when the manager is not onsite. This is a key element to providing a safe environment for the residents.

As a manager I think Appello do a great job, calls and queries answered promptly. They always address me or my resident by name. Always happy to help.

As a manager it is good to know Appello is there 24/7 to support our residents if they are in difficulty. Always polite and helpful.

All colleagues at Appello go the extra mile when they are asked for help. Great service

Really unhappy with this company. They have left my client now for 2 weeks without a working pendant! She is at risk of falls and it is making her very anxious. I have called multiple times chasing this up to be told I will be called back but no one does. Unable to speak to sales team directly as they are to busy.