Complaints

• Initial Complaint

  11/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  * *** ********* ***** *** *** ***** **** **** ******** I was calling another unrelated organization and Life Assure intercepted the call (not the first time) with an offer of their product. I reluctantly agreed to the product, considering it for my mother’s use instead of mine. The alarm went off on its own and the device would not stop making a jarringly loud noise that scared my mother. even when unplugged for 24 hours There was no answer to any contact numbers provided, no emergency number in the event of malfunction. . I called the next business day during business hours to voice my concern. I asked for a return of funds. The employee did not want to provide me with return codes. I asked to speak with supervisor who then gave me codes. I returned the product for an exchange. In the interim, I changed my mind about the product, deeming it appropriate for our use and citing complaints of it being too bulky and too difficult to get a hold of anyone after hours. We have not used the second product. It’s still in the box. I tried to return it twice but was given the wrong codes. The post office couldn’t process a return. I asked Life Assure to stop payments on my account as I was not using the product. They said once they get product back they’ll stop payments. I’ve asked twice for the return codes. They didn’t work. I’ve been ill and without a car for months. They’re sending collection notices and refuse to arrange to pick up the product themselves. * ***** ****** ********** **** ***** ****** ** * *** ** ******** * **** *** *** ***** ****** **** ** *** * ****** ** ****** ****** ** ****** *** *** ***** * ****** ** * **** ** **** ** ******* ***** To date, they won’t make arrangements with *** to pick it up and have sent me collections notices. ******* ** ********* ******* *** ***** ******** *** ******** ******* ******* ******** ************* * ** *** ********* **** ********

  

  Business response

  13/12/2023

  Thank you for your response.  I under stand we have spoken to you and you are satisfied with the outcome.

   

  Thank you for your business.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Returned medical alert pendant for credit or optional device which was to be discussed Device was mailed back 4 weeks ago and have not received any response or credit Shipment was tracked and was shown as being received Do not have supporting documents

  

  Business response

  07/12/2023

  We have contacted the customer and made sure they have customer service contact information if any further issues.    Customer is satisfied with out come *** **** ****** ****** ** ***** *****

  Customer is satisfied.

   

  Life Assure Team

• Initial Complaint

  24/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered this medical alert system a week ago and was billed immediately, on my credit card. I was told that they would mail it to me and that I should have received it by the end of last week. I still have not received it and am wondering if I ever will.

• Initial Complaint

  24/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Contacted this Company on July 22,2023 and paid $****** for a year of service. The unit arrived almost two weeks later and it was to be plugged into a wall jack. I do not have a land-line and was never asked. I called to tell them it was unusable and was told that was no problem they would send a different model. which arrived today by ****** ****. I was checking my *** balance and saw they had put through a charge of $****** on August 16th without contacting me. When I called customer service they informed me the new plan was more expensive. I should have been told prior to them charging my credit card and they should have asked about a land-line prior to sending a unit I could not possibly use. ********* *** ******* ******** *********

  Customer response

  25/08/2023

  Please be advised I received a call this morning from Life Assure Medical Alert to advise me the addition charge of $****** has been credited to my ****** **** account, I was also given an apology.

  Thank you for your prompt response to my complaint.

  Kathleen *****

  

  Business response

  25/08/2023

  We have been in contact with our customer and they are satisfied with out come and still customer.

  We provided toll free customer service number as well if any questions or concerns.

   

  Life Assure Custoemr Support Team

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a life assure product for my father in law who has Alzheimers. It was fully paid for and returned after six months. He moved into full time secure care. I have no complaint about the product. Or the cost. I have continued to receive three unsolicited calls directly on my cell ************** from Life Assure seeking to SELL me again the same product that we no longer want or need. Each time including the last call today, I asked to be taken off their call list. The first call was excusable. The last two are harassment. Please stop.

  

  Business response

  17/06/2023

  We have added customer to our no contact list. Customer can call our toll free number if they require any additional help.

• Initial Complaint

  18/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In March of this year, I ordered the product and paid for one year of service $******. When I received it and proceeded to try it out, I realized that the pendant worn was much too bulky and was sending distress signals constantly, Determining that this unit was not for me, I requested a full refund and return label to send it back. The product was tracked and received by the company on April 6th. I called today to ask why I hadn't received my refund as yet and was informed that I should have informed them when they received the package and the refund process would than proceed. I was never informed of this fact and told the customer service operator that this was the most ridiculous thing I had ever heard. Tracking a package is the only way to know when the package was delivered and what would people do who can't track packages. I then formed them that I wanted my refund and was told that it took 5 to 15 days to transfer funds from their bank to mine. I never informed them how payment was made in the first place (which was direct debit) and that it only took them minutes to get my money from my bank and I insisisted that my refund be made immediately.

• Initial Complaint

  19/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  December 5 I ordered an emergency alarm device and paid $****** on my **** card. for a year's service. On December 7 I telephoned to ask why I hadn't received a confirmation of the order. They said they don't send these. The debit on my **** card was made on December 6. I called again on December 16 to cancel the order. I had not received anything nor heard anything from this company. At first they said it hadn't been shipped yet, but insisted the device couldn't be cancelled. I must just ship it back to them. Today, the 16th of December I've received nothing nor any shipping advice to track. Can you please ask them to return the $****** to my **** since nothing has been received and there is no evidence that anything has been shipped. I've received nothing from them to send as supporting documents. **** *** ****** ******* ** ** ***** *** ******* ******** ** ****** ******* ******** *** *** ***** *** ****

  

  Business response

  20/12/2022

  We have contacted the customer to review set up instructions. Customer is going to review.  We have offered full refund 100% satisfaction. Customer is waiting to re review.

  Customer is satisfied with outcome.

   

  January 13, 2023: **** *** ********
  I have now received the $****** refund from Assure Medical Alert.  Thank you for your help with this.
  
  Ann
  
  *** ******* *******

• Initial Complaint

  21/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing on behalf of my mother, ***** ******* ******* ** *** **** *** *****. Last August 2022 my mother received a letter from Life Assure (LA) telling her that she owed them $400 for a fall alert device that she never received. She lives in a seniors care facility and has dementia, and HAS NO RECOLLECTION of any phone call that she received from LA in May/June 2021 agreeing to purchase this fall alert device. The facility she lives in already provides a fall device to her, so it makes no sense for her to order another one. She has been paying for this device since June 2021 until her funds ran out of her personal account, at which point she received a threatening letter from LA threatening collections and credit issues for the remaining monies and either returning the device or pay $400. She DID NOT RECEIVE the device, nor was the device ever activated. I, as POA for my mother, have talked to LA three times already and tried to tell them that she did not receive their device, and asked for a refund of the monies paid. Today, the person on the phone representing LA was argumentative and blamed my mother for not telling them a) that she had dementia, b) that she didn't receive the device, and accused her of throwing away the device. *** ** **** **** ******** ******** She was paying $80 per month over a period of 12 months for a device she never received. And when my brother arrived on the day that she received this threatening letter, she was in a state of panic. *** ********** **** *** ********* ****** *** ** **** *** * **** *** ** ****** **** ** ****** *** ****

  

  Business response

  25/11/2022

  We have contacted the customer and reviewed any misunderstandings and confusion.  We reviewed order and provided the customer support to satisfy care giver and customer.

  The customer and care giver are now satisfied with Life Assure.

• Initial Complaint

  15/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 8, 2021, I contacted Life Assure to inquire about their medical alert systems and spoke to Rhonda and agreed to their service and gave them my Mastercard number in the amount of $329.89 + taxes = $372.78. If you pay for a year, you get one month free. I received their equipment for my dad, and it was the wrong one. On October 19, 2021, I returned the equipment. In early November 2021 I received the right equipment but could not install it right away as my dad lived about 20 kms away from, my house. On October 28, 2021, I called for a price adjustment and spoke to Shannon or Sharon and said that the billing date will start November 29, 2021. On September 21, 2022, I returned their equipment as my dad moved to a different retirement home with more services and they received their equipment on September 26, 2022. I called on September 27, 2022, at 1:30 pm and billing department never returned my telephone call. On September 28, 2022, at 9:45 am I called again Life Assure and was told that I could get a credit on my credit card in 5 to 15 business days. On October 18, 2022, still no credit on my credit card. I called again on October 21, 2022, and was told I was not eligible for a credit and told her that the billing date was November 29, 2922. She finally saw that in her system and again was told will get credit in 5 to 15 business days on my credit card.  On November 10, 2022, I called again and was told that there was a cheque sent in the mail for the amount of $31.07 on October 21, 2022, to my address at **** ******* ******. On November 11, 2022, I sent them an email and still no response. It has been one excuse after another.  * ** ********* *** ********** ********* ***** I just noticed that they billed me for October 8, 2021, which shouldn’t have been billed. I really want this matter rectified. ****** **** * ** ***** ** ******** ** ** ******** *** ***** *** **** ****** ** ******** ** ***** *** ** ******* ** ******* ** ***** ****** **** **** *****

  

  Business response

  16/11/2022

  We have spoken with customer and issued a new refund by Check to customer.  We reviewed any issue and believe the customer should be satisficed.

   

  Customer Service Team

   

*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. ↩