Complaints

• Initial Complaint

  27/01/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I called Life Assure from my mother's phone number but their office was closed. I did not leave a message or request anything online. Yet the very next morning they called my elderly mother and attempted to sell her a product. She told them to call me, which they did, and they proceeded to lie and tell me they were following up on my request for information. I told them to stop calling my mother and to not call me again. They ignored this and called my mother from BC area code phone numbers (to hide their identity) at least four times - i blocked three different numbers they used. I also blocked them on my own phone. The last call on Jan 24 came to my mother's phone, which I happened to pick up, and an aggressively unpleasant man started his sales pitch - I called him out on his tactics and had to hang up since he wouldn't stop talking. It's particularly offensive that a company that sells products to the elderly uses these tactics and you should be aware that one of your members lies and harasses vulnerable people. I couldn't believe I had to deal with such tactics from a supposedly reputable company.

  

  Business response

  11/02/2025

  We have added custoemr to our Do Not Call List.  We misunderstood that the custoemr was not interested at this time.  Please feel free to contact us in the furutre.

   

  Customer response

  12/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  27/01/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Life Assure unsolicited sent my 90yr old mother an alert button claiming she had “won it”. *** *** She then called and signed up for $** a month. *** #2! They never tested it or showed her what to do it may be a button to nowhere. ***#3! Then she tried to sign onto their app to check- said she was not a customer, even though they took their money for three month. ***#4. She called they said “Ok we will send a sign up email” TWICE. NOTHING. *** *** ****** **** **** *** **** *** *** ** **** **** *** *** **** **** * ******* ******* 

  

  Business response

  28/01/2025

  Reviewed with customer our process and our company details.  Advised Barbra had called and we are waiting to receive our equipmnet back.  We re gave return code fo porduct and stated we would cancel and refund once product returned.  Customerr understood what to do.

   

  Life Assure Customer Service Team

• Initial Complaint

  10/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Life Assure has taken out money but not provided any equipment or services. They don't answer their phones or return messages. I'm very upset **** **** **** ********* ** ********** *******  A **** payment was made Tuesday 7th January and then again on 10th January but no product has been received. They promised the product in two days. There has been no receipt of payment sent out, no correspondence, and they haven't answered phonecalls or messages.

  

  Business response

  13/01/2025

  Contacted customer to review complaint. We have explained that some delays were due to ****** **** Strike and that we have refunded entire amount and customer is happy.  Customer returning product as well.

  Customer response

  14/01/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  *****

  Thanks for passing this message. It's a completely wrong version of events from the company. We haven't received the unit at all and had not mentioned wanting to send it back when (if) we do receive it. There has not been any refund to my account. 

  We merely asked for some (any) communication so we knew it wasn't a scam, and for the unit to be sent out to my parents which is what they've  been told by a company rep has now been done.

  * ***** ********** *** **** **** ********** ** * ******* ********** ************ *** **** *** ** ** ******** **** **** ******** **************

  This is not the desired outcome we were seeking.

  ****** *******

  Thank you

  Lisa

  
  
  **********  
  **** *********

  

  Business response

  14/01/2025

  Please let us know what we can do to satisfy customer.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A number of months ago, I cancelled my service with Life Assure. As per instruction, I returned all of their equipment, in good working order. Since that time, they have taken ****** out of my bank account, not once but twice, for a total thus far of ******* I contacted them after the first withdraw they made and they assured me it would not happen again and I would be reimbursed. There never was a reimbursement for the money they ***** from my account, and it has happened yet again. * ** * ** **** *** *****, I do not have hundreds of dollars to give away to a company for a service I have not had in over 6 months. This is not acceptable at all. Calling them just gets a run around and false promises. * **** ******** * ****** ***** ** ************ ***** **** ** **** ******* ***** *** ******* *** ********** I am looking for reimbursement of the two withdrawals of ****** (****** total) as well as having Life Assure cease and desist taking money from my account, since the service has been cancelled for some time now.

  

  Business response

  07/10/2024

  We have contacted Linda ******* and have refunded any monies owed.  Seems like a bit of confusion on how to cancel or return items.

  Customer is satisfied.

   

  Customer Service

   

• Initial Complaint

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I submitted a complaint about this company mid July when they removed ***** from my account. Initially, I contacted their only available line, and was told I would have to return equipment they sent, which they would then inspect and they would return my money, if all was well. I filed a complaint then. A message was left by someone identifying herself as, "******", a manager at Life Assure, July 23/24, stating she wanted to make everything right and to call her. When I did ****** was unavailable but stated that all was fixed and that I would receive my refund on Monday, July 29/24. To date, no refund. Today this company withdrew ***** from my account. Totally unacceptable. **** ******* ********* *** ****** **** ********  Further, I would request contact information, phone/email, of upper management

  Customer response

  11/08/2024

  This matter has been resolved. I received my refund. Thankyou

• Initial Complaint

  23/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was on the phone and this company cut in to sell me their alert system. Having seen them advertise on t.v., I stayed on the phone. I did agree to join their program of alert program. Having had time to think, I decided to cancel it, During this time, I had a family issue and attended to it. In this period, they kept withdrawing $***** from my bank. this occurred for four months (total of $******). Once my family issue ceased, I contacted Life Assure and explained everything, He said he will attend to my issue and said it would be about a week to refund my money. This was around July 12,2024. I have tried to phone them several times and they refuse to take my calls. I desperately need my money back.

  

  Business response

  24/07/2024

  We have contacted the customer to review her confusion and answer any questions.  We have refunded customer as requesetd and customer is happy with out come.

   

  Thank you

   

  Life Assure Csutomer Service

  Customer response

  26/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  I wish to thank you for your help on my case.  I want to inform you that I received

  all the monies from Life Assure as requested.

  Thank you so much.

  
  Sincerely,
  
  Helen *****

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A pop-up ad for this company appeared on my computer as I was reserving space at the ***** ****** ****** for a lecture on Jan. 23/24. I assumed the Museum was sponsoring this device. so I ordered one that day. Jan 24/24, $****** was deducted from my credit card. The device arrived before the end of January. I realized that this device did not suit my lifestyle and returned it, unopened Feb. 12/24 at my expense. ($*****) There was no refund on my February credit card statement. I called and was told it would appear on my March statement. The March statement only showed a credit of $****** which was only part of my expense. I called again and was told the device was activated and cost begins at time of shipping. I have never received a statement from this company. The agent said to call again in two weeks to see if the credit department would credit my account. This company had no difficulty charging me the day I first spoke to them and waiting 3 months for my credit is unacceptable. Now I see that the company is offering a free month trial. They owe me $***** and I would like to be reimbursed for that amount ASAP. The museum had no affiliation with this company *** * **** * *** ********

  

  Business response

  11/04/2024

  Contacted customer to review concerns twice.  Customer was refunded.  ******** **** ***** ****** *** **** ******* **** ** **** *** * **** ********  We reviewed all of our contact information and made sure customer had our information.

  Customer is Satisfied.

  Customer Service team

   

  Customer response

  15/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I cannot confirm resolution of my complaint until I can view my ********** statement which will not be available until 2nd week of May.  The company is promising a refund to my credit card of the amount owing to me.

  May 9, 2024

  
  Hello:  Complaint# ********
                Refund # ***********
                BBB Code # *************
  
  I have received my refund on my Master account statement of $***** on April 10,2024. This plus $****** (refund ,March 20,2024) = my full refund request of $****** from Life Assure.
  I am satisfied with all payments and request the complaint be closed.
  
  Edward *******

   

  
  
  

  

  Business response

  15/04/2024

  Please contact our customer service if any issues with the refund.  ***********

   

  Thank you

• Initial Complaint

  12/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Requested a free brochure of info for life assure products. I understand the request for that info is a consent to being contacted by various means. However the level of contact is disruptive and harassment! I receive 4-6 calls daily from various numbers usually have only background noise msgs. All same company. Or get a recorded email/AI from a supposed representative named Ariel. I also receive daily emails so averaging 6 to 8 contacts per day during my work hours. I understand I consented to being contacted by providing my info, however I would assume that to be a single follow up call from a human within a couple days. NOT being bombarded with disruptive, ****** different number constant contact attempts. Tried to answer some calls at times despite interrupting my workday, and am instantly hung up on. Tried to return calls a couple times when convenient for me, they’re closed. Tried to contact them asking to stop this procedure/remove me from these lists to no avail. They are always closed during the hours I can call. Or the “chat” is useless. Sad a product intended to protect people with medical disabilities and/or seniors would be so aggressively attempting to contact someone for a sale and from numbers that my phone displays as likely ***** ** ****** **** as the identifying name for the number calling. min of 4 “silent” voicemails left every day along with the scripted recorded/AI voicemails and emails daily is harassment. * ****** **** **** *** **** **** ** ** * ********* ** ***** ********* ** ********* ** ******* *********** ** ***** ** *** * ******** ******* ******* ** ***** ** **** ********. I needed a couple weeks with the info to talk to my parents about it, they are sensitive to the subject, but this level of harassment is completely unacceptable! It started immediately. I don't want product or communication with life assure other than to ask to stop harassing me *** ** *** * ** *** ** **** *** ********* ******* **** *** **** ***** ** ***********

  

  Business response

  12/03/2024

  We have contacted the customer and add to our Do not contact list.  

• Initial Complaint

  23/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I will endeavour to present a concise account of my experience with this company and basis for my complaint. 1. December 22/2023 I attempted to call ******** ************ to make my 1st order, independently, for a medical condition. I have a medical prescription for arthritis inflammation, pain and mobility issues. I am a senior citizen struggling with numerous health conditions. Previously with my initial set up through the ****** ****** the nurse practitioner ordered the CBD oil through a conference call with me and ********. I looked up the telephone number for ******** ************ online and called the number I found. The call was answered with a recorded message stating that I was selected to receive free life saving equipment and to stay on the line for details. A woman came on the phone and asked about my illness and underlying health problems, I believed I was talking to an agent at ******** ************ who would have access to my medical information and was addressing the seriousness of my age-related and medical conditions. The woman on the phone advised me that it was critical for me to have this device I was getting for free. It would save my life by initiating immediate medical help in an emergency situation. Saving my life would depend on timely medical emergency response times and this monitoring system is an assurance that a call for help could save my life. I did try to reason with this person saying that here in PEI it really does not matter who calls for immediate assistance. *** ********** ****** *** **** ** ****** *** ****** **** * ******** ** *** ****** ** ******* ************** ********** ********* ******** ******* *********** *********** *** ********** *** *** ****** ********* ** ******* The woman proceeded to argue the points and refute my contention stating that when they call the hospitals their company gets immediate emergency responses. My objections were not registered or acknowledged. I should have hung up the phone, but that did not come to me and was never a "normative" way I would treat anyone. I acquiesced, noting she did say that I was chosen for a FREE life-saving device, so I was more accepting until she proceeded to ask for my credit card number. I thought this must be for shipping and handling charges to mail the device until she stated that there would be a monthly charge of $****** I was surprised and asked why, if this was free, She said that the equipment was free but I would have a subscription charge for services each month. I immediately stated that I was not interested in getting the Life Assure gadget and tried to end the call. She jumped on my statement and asked why, but after I told her again that I was not interested in committing to a payment of $***** per month for a device I really don't need or want. She then offered it to me with an option of a lower subscription cost. I said no again! The high pressure sales tactics started, she countered all my objects and kept pointing to the serious consequences should I have any kind of emergency with falls or heart attack, by this time she had information about some health issues including recent trips to the emergency department at the hospital with a cardiac event and critical high blood pressures (hypertension crisis stage 2). *** **** **** ************* *** ***** She countered my further protest by stating that "I can cancel at any time, and to give it a try, risk free. I looked the Life Assure company up briefly online while she was talking and did see the risk free ad online. It also stated that the first month is 100% risk free and no fees or contracts. ** *********** * ****** *** * ****** **** **** ** *** ****** I feel that the person was very pushy, not taking note of my protests* *** ********* ********* ** ************** *** *** ******* **********. Since she assured this as a risk free option, that I could cancel at any time I wanted, I agreed to receive this device, with the intention of sending it right back unopened. I was surprised to find that my credit card was immediately charged for $*****, not after the free one month trial, or confirmation of keeping the device. 2. I tried to call back the number on my cell phone display. I wanted to ask immediately for the funds she took from my credit card. That number did not result in any one answering my call. Over the next few days I tried calling the toll free number that was attached to the Life Assure website. I would get responses from that posted number, but this was a sales number for Life assure. They would say that they were transferring the calls, often that resulted in a disconnect. I presumed that since this was during the height of the Christmas holidays, their administrative office was either closed or short-staffed. Since I had family coming to stay for the holidays I left it till the holiday season was over. I started to call Life Assure again after I actually received the device in the mail. It took a while to reach someone in the "Refund sector". I was told that I could not get a refund because I had not returned the device immediately. I informed her that I did not have the device for very long, I was delayed getting this due to the holiday period. I informed the agent that I had tried to get through to this company to ask for a refund immediately after the initial conversation. I stated that initially I thought I was speaking with someone I believed to be with ******** ************ and asked how did a number that was listed for that ******** get intercepted by Life Assure? * ****** **** * **** *** *********** *** ************ ********* ******* *** ****** ******* *********** ** ****** ** ***************. She coerced me into a device I do not want! I said that I had just picked up the package from Life Assure, it is, and will remain unopened and unused as I have no intention to try or keep it. I asked for an address for returns and an immediate refund. She said we cannot refund until we receive the device back. I asked for a return shipping label, she said they did not pay for return shipping. She said that she did not think I was entitled to a refund. I said this device was presented as a risk free trial with free shipping, no fees or contracts, 1 FREE month, 100% Risk free. She argued and I informed her that I have a screen shot stating this, which I took during the call with the Life Assure salesperson. * ** ********* *** ********** ** *** **** ****** ****** ************** ** **** ***** *** **** ********** The agent then gave me a code to generate a return label for the device. I immediately went to ****** **** and returned the unopened package to Life Assure. Using the tracking number I was able to track and receive notification that the device was a successful return, received by Life Assure February 5/2024 @ 9:20AM. 3. By January 3/2024 I received an alert from my bank of suspicious activity (2), an attempted charge from a US company, which the bank intercepted and declined. They investigated, the only agency I gave this credit card # to was Life Assure. *** ***** ********** ** ** **** ******* ** ** ****** ** ******* ****** ***** **** ***** **** * *** **** *** ****** ****. They also informed me that Life Assure attempted to charge my credit card for $***** on January 27, January 29, February 1, February 2. These attempts to charge my credit card came after several conversations with this company that I did not want this device and started the return process. The device was being returned after receiving it, unopened. The charges did not go through because that card had been cancelled by the fraud department of my bank. Every encounter I had with this company has been stressful, time-consuming and difficult. Right from the initial ********* ** * call where I believed that I was speaking with ******** ************ to the coercive and aggressive salesperson, *** ********* ******** ** ********* ****** ******** ** **** * **** *** **** ********** ******* *** **** *********** ********* *** **** ***** stated and printed 100% risk free, no shipping, no fees no contracts, 1 FREE month trial. 4. * **** ***** ****** **** ******* **** **** ******** ** ** *** * ******** ******* ******** ***** ** ** ********* *** ** ** ******* ** ********* * ***** **** ** *** ** *** ***** ******* ***** ** ** ****** ********** ***** ***** ** ******* ***** ******** ********** *** ** ***** **** ****** *** ******** ** ********** **** *** ********* ********** ************* **** *** ****** *** ******* ******** ** ** **** ********** **** ****** ** ******* ********** ** ******* **** ******** ******* ******* **** ******. * ***** ******* **** ** * *** *** **** ** ***** *********** **** ******* * ***** ************ ***** *********** *** ********** *** ********** *. When I asked about a refund, I insisted that my money be refunded for a product I did not use and returned to Life Assure. I asked what method of payment I could expect as my credit card had been canceled. The agent did not answer my question. I do not want to give this company my new credit card number. I have absolutely no trust in Life Assure company and their agents. I would like them to send a refund check to my address, which they have on file. * ** *** ***** **** **** *** ** ** ******* *********** ********* ** ***** ******* *** ******** ********* ***** *** ** ******* *** **** ******* ** ******* **** ********* ** ** ******* **** ************ ***** **** 

  

  Business response

  19/03/2024

  We have contacted the customer and confirmed our contact information.  *** ******** ** ******** ****** *** *** **** ******** *** **** ****** **** ********* ** *** **** **********

   

  Customer Service

  Customer response

  20/03/2024

   
  Complaint: ********
  
  I am rejecting this response because: 

  Dear BBB:
  I have Access and reviewed The response from The company in Winnipeg Life Assure. I did receive a call from a person reporting to be a manager by the name of Pamela With the Life Assure Company yesterday. What I am reading as an Official response From this company is not what I am reading on the companies response to the BBB. ** ** **********! Concisely, this manager apologize profusely for the experience I had with the sales person of this company. She related to me that her call was to assure me that they are issuing a refund of the full amount they charged my credit card, and she was verifying that they had the correct postal address to send a check. After somewhat more personable conversation where she stated again that the salesperson I encountered was not typical of their sales personnel, *** ***** ***** * ****** *** ****** * ******* * **** * ***** ******** ** ****** ***** * ******** ** ******. *** **** ***** * ******** ** ** *** ** *** ** **** ****** **** ***** ********** *** ****** ******** ******* * ******* ******** ** ******. The communication posted by a representative of Life Assure is not reflective of this resolve! *** *** ******* * *** *** ********, I did not call Life Assure directly. I was not looking for life saving equipment I was trying to reach ******** ************, and my call was intercepted. The description  * *** of my experience with the sales person was Truthful and accurate! * ****** ** ****** ****** ** **** **********. This did not change because a manager called me confirming that my experience was unacceptable and giving me an assurance that a refund check is issued and I will receive this via ****** ***** 
  
  Sincerely,
  
  Lynda ****

   

  Wednesday, April 17, 2024: I consider the problem of trying to get a refund from this company resolved

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had received the Life Assure device and decided not to keep it. I returned it and know it was received some time ago by mail tracking. I called, but told it would take more time and the response was very curt. . It has been 2 weeks and I paid for a full year so they have over $*** of my money. I need a refund asap and someone to listen when I call.

  Customer response

  07/02/2024

  The company has been in touch and fully refunded my money. They said the delay was due to time for the money to be processed by the credit card company. Had a call and everything is now resolved. 

  

  Business response

  07/02/2024

  Have spoken with customer.  They have received full refund.  customer is stratified with outcome.

   

  Life Assure

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩