Appello Avaliações 202

As a manager of a retirement development i am reassured that residents calls are answered quickly, professionally and dealt with sensitively.

As a Visiting DM it is good to know contact is there to arrange support and reassure residents in an emergency. Residents have reported a slow response out of hours when directions were not always followed or clear. We are currently having a refit for and the new equipment is digitally compatible, connection will be clearer and connect quicker.
Since all personal and site specific information is now collated and accessible via the SBR, the system is a little slow but enables specific storage of information which is extremely helpful when it comes to access in an emergency or preferred contractors as my site is not generic.

Any calls are dealt efficiently in a polite and pleasant manner. All the residents are happy with the service provided.

At times there can be a delay in answering the call but, when answered they are dealt with efficiently and effectively. This offers valuable reassurance to the residents and their families.

Helpful operator worked with me to update and adjust personal details to ensure good communication

Most of our repairs are done remotely which is better than waiting for an engineer. I find the staff helpful

Appello is a great system. They are able to respond to emergency calls as quickly as possible. Appello is a service you can rely on and trust. Well done for your your service.

Anytime a call diverts to offsite, it is answered quickly and a call made to the onsite care team to alert that assistance is needed. When as a manager i raise an issue with the system, it has been dealt with quickly and efficiently, mainly remotely.

Fitted to our flats,to shoe anyone how to use them or left any instructions on how to operate.

Appello came to our scheme of 41 flats and a very large communal areas, they did exactly what they advised they would. Their communication has been great through out. All staff friendly with the residents and would highly recommend.

Communication was first class from start to finish. The installation was handled professionally and swiftly. Would highly recommend!

I live in a block of retirement flats which have a pull cord system and I have a personal pendant. I have broadband with telephone. Recently my phone bill has been accruing extra charges which have been investigated by virgin and offcom Something in the appello is causing this. I have tried phoning them, I have left voicemails and I have emailed them. The house manager has emailed them. All of this has been ignored by appello. How can you trust a company that treats their customers like this. This delopement pays appello about £12000 a year.

appello gives me peace of mind that my residents are safe when i am not at the development. myself and residents are grateful for your service, thank you :) xx

Whilst the call operators are efficient and very polite, the rest of company is a complete waste of space.

I am getting numerous false alarms regarding my dad's alarm - they keep saying he has a low battery. This is not the case as the battery has been changed. This is a faulty system, yet no one from the technical team, customer relations or the sales team is interested, either to help or replace. No one has the manners to return my (endless) calls.
I have no confidence in this organisation. They are ducking and diving problems rather than helping or acting.
Save your time and go elsewhere...

I have the hub and pendant, my sister has been getting really really high telephone bills every month, we have had BT engineers come out and do tracing and they eventually discovered the hub was calling a premium rate number daily and hanging up. The premium number transpired to Apello. Now get a message after four months of trying to get it resolved that the pendant battery is low and that is why it is continually calling. Apello will not accept a mobile number from you as a customer, insisting they ring the landline number associated with the hub. This landline is not monitored and only there for the hub not for calls and never used, in fact its locked away in the cupboard. So we cant answer calls. I am going to carry my mobile phone around now as that would be an easier way to call 999. Customer service telephone lines are never answered. Also reading reviews on here I don't want to put my life on the line waiting for someone to answer. Really really angry with them, been paying for a poor service.

First let me describe the system. A hub (box containing speaker) connected to the internet via a cable. A wristband with a button to press in emergency. When pressed the button activates the hub which then connects via the internet. An Appello operator then responds via the speaker to as is all OK. The wrist band only activates the hub and does not communicate directly with Appello by any other means so all communication is via the hub.

For the last week Appello have telephoned me day and night, 4 am, 6 am to ask if I am OK. I ask why do they ask? They say my alarm has been activated. I say, no it has not. The hub has not been activated so how could they get an alarm? Regardless they insist the alarm has been activated. I say why not use the hub then as that is the only way to activate it. This has gone on for a week. My landlord (I live in sheltered housing) tested the system 2 days ago and it worked via the hub. Landlord confirmed how the system worked, as detailed above with Appello and asked they check to see what is causing the spurious alarms. Still 2 days later I am being phoned late night and daytime saying am I ok as my alarm has been triggered. Calls to customer services have achieved nothing.

I have now disconnected my hub from both mains and internet and will rely on my mobile phone to call 999 in an emergency. This is set as a single press on my mobile so is as fast as the offered Appello system.

My advice is DO NOT USE this service if you want to keep a loved one safe. This service does not work. My 92 yr old mother had what could’ve been a life threatening fall. She pressed her alarm multiple times and received no response. Luckily she knocked her landline phone to the floor and was able to summon help. We’ve been paying for a service not fit for purpose. A formal complaint is being made to the company and their Regulator - if in fact they are regulated. No response from the company after 3 days of trying - up to 45 mins waiting and no response to 3/voicemail messages. Direct Debit now cancelled that May get their attention 🤬🤬🤬

Appello's service is fine as long as nothing goes wrong. But when it does, leaving an elderly person without equipment for a month doesn't cut it. No response to emails, just "we are dealing with it". I would not use Appello again and have moved to another provider.

My Father had a fall and used his pendent alarm to summon help. Careline did not inform anyone and the first we knew something was amiss was 12 hours later when they called us because there had been no movement. Raced to the property to find the ambulance service had attended that morning but Appello had no records at all. The emergency button on the call box did not connect when pressed and Appello had no idea if the ambulance had attended. Located Father in hospital and then called Appello for an explanation which turned into a complaint. Clearly they didn't have one and even managed to ring me at 23.35 to check if I had been to the property. Having waited 24 days with no comment from the company, I have started leaving negative reviews. Perhaps that will result in a response!
APPELLO, YOUR LACK OF NOTES IS PUTTING YOUR CUSTOMERS AT RISK!

Response from Appello -let us know what happened! You have three complaints to choose from, one from me, one from the site warden and one from the holding company secretary. It has been nearly a month. Pick one and respond...! How long does it take long to type, "we don't keep records and someone is going to die" ....

Appalling an hour to connect the emergency call is totally unacceptable. Last week it was 30 minutes so this wasn’t isolated.