Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nov. 18, 2024 ****** ********, my friend and I am ****A. for left her home and went to an assisted living facility in town.Once she moved we notified Life Alert to return their equipment. Instructions were given to us and we sent the equipment back through ***. When Life Alert received the pkg. back they noticed we failed to include a HELP Button from the shower. We overlooked it. We sent it back to the company, **** signature required. We received a postcard back saying it was signed for but there was no signature. I requested a signature return from the **** and received one. Now I notify Life Alert to return the $195.00. I could not speak to anyone there. All I got was elevator music with an ad you see on TV about how wonderful Life Alert is. I tried for days with no success. This is ******** money and it's return was promised when we returned that help button. I have the needed documents on my cell phone but hesitate to try to remove them for fear I'll lose them. I'll get assistance if need be.

  Business response

  01/28/2025

  Hello, we understand your frustration with ****, but that is a separate company, in which we have no control over.  Once we received the missing device, the refund was processed.  This account is now closed.
  

• Initial Complaint

  01/10/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Equipment literally fell apart into four pieces I have now made 5 calls and they continue to bill me for broken equipment I no longer have trust and faith in this shady business that locks you into a 3 year contract even when equipment has broken Agents were insulting and rude. I think they do not even care about seniors

  Business response

  01/20/2025

  Thank you for reaching out, we take any inquires about our equipment seriously. We respectfully disagree with this review as our recorded calls indicate something different.  What you are describing is not possible with our devices, but unfortunately, you either threw away our device or lost it and we are not able to investigate this matter due to the missing device.  Moreover, we have been working with you and making follow-up calls to you, and each of our representatives, including a supervisor, was very nice and accommodating to you.  

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Feb 2024 I sent back the tracking device along with the panic button and only wanted the regular service with the button around my moms neck. This would have lowered my moms plan by at least $20 per month. Life alert called me in the early morning of Oct saying they couldnt reach my mom and the gps device was beeping. I was panicking because I live a half hour away. They said the device was in ********! She lives in ********* and hasnt traveled in years. She is 93 years old. They never adjusted the payment they said they only received the one device and not the **** I explained to them if I didnt return both how would the *** be going off in ********!! They say she is locked in for three years and they are charging her for her gps upgrade because they claim they never got it back. I mailed both panic button with gps in a secure package at the post office

  Business response

  01/10/2025

  Thank you for reaching out to us.  We understand your frustration, we are frustrated too as our equipment is expensive.  As you already know, we only received one device,and the other device was being pinged in a different state. This clearly shows that it was not delivered to us. We recommend contacting your local USPS,give them your tracking number, and have them investigate this matter by opening a tracer on the lost item. In our experience, sometimes a carrier might open the package and remove the device for safety reasons.  Other times,the package may not be secure enough and items can fall out.  These issues happen periodically.  Please know that when we did receive one of the devices, your account was discounted. Please let us know if we can be of any further assistance.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In July, we initially inquired about the Life Alert system for my then 95 year old mother who was staying an hour away from her closest family member. We spoke with a sales representative by the name of *****. She told us we could cancel our contract at any time, she also informed us that if we cancelled within the 3 months we'd get a refund for anything we paid (except the deposit). In September, we made the decision for my mother to live with me and my sister. I reached out to inquire about cancelling and got no response. I tried on several other occasions and spoke with a "supervisor" by the name of ***** who was less than helpful, and honestly very rude. Being informed that we could not get out of our agreement unless she was in a nursing home or had passed. Now, I would not sign a 3 year contract for a 95 year old woman when we didn't quite know what we would be doing. However, I was told I could cancel. After several internal conversations, my daughter called and got a gentleman, who rather quickly transferred us to "our account manager", has he informed us. ***** got on the phone, he was asked if he was our new account manager as the one we had been dealing with became unresponsive months ago. We were told no, he was the "supervisor". He was asked several questions, none of which he answered, and instead repeated the same line, he signed a 3 year contract, he was told 3x in our process that there would be said contract. He did not offer any other insights other than the service worked for more than just the elderly (which does not concern us, as 1, we live in the middle of nowhere and 2, we already have a home alarm system). At this point I am not asking for a refund, simply to have my contract cancelled without penalty (as I was promised at setup). and for information on where to return the life alert equipment to.

  Business response

  01/22/2025

  Hello, since we mostly work with seniors, we ensure all of our new subscribers are aware of terms of our *********************** Agreement.  We listened to our confirmation call that was placed to the son on the account.  He was informed of the length and terms of our agreement, and he agreed to it.Moreover, these terms on located in large font at the beginning of our agreement, which makes it easy to see before signing.  Based on our recorded calls, there was not a request to cancel services until four (4)months later.  Were sorry our representatives did not explain that our agreement actually protects our customers against price hikes and hidden fees. This is important because many services that people use have gone up in costs,whereas, we have not raised our prices on our current customers. However, it was explained that our service is transferrable and can be used by anyone.  This is more vital than people realize. Having been working with families for almost *********************************************************************************************************** trouble.  Its far easier to just press a button and let us handle the situation while you remain with your parent.  In many cases, family members cant remember all the pertinent data that emergency services may need while tending to their parent,whereas, Life Alert has all of that on file and we can advise the paramedics accordingly.  Lastly, our lifesaving services are used for other emergencies, such as, home fires, break-ins, and basically all 911 type of emergency services.  A manager has been reaching out to you and leaving you messages.  We recommend returning his call, or calling our ******************* at **************, so we can assist you further in this matter.

• Initial Complaint

  01/04/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They won't help me because they say their is a *** due on my account...I pay thru my ***** **** pay system which sent a check on the 3rd...but until that check clears they won't send out a new power cord and told me to leave the main unit off till then which leaves me unprotected...this company doesn't really care about their customers safety, all they want is the money...Their contracts are REDICULOUS!

  Business response

  01/16/2025

  Thank you for reaching out to us. We understand your frustration and weve been working with you regarding your concerns. We were also able to assist you financially to help with your situation.  Please know that we are always ready to help you in any emergency, 24/7. If you have any other questions, please call **************, we are here to help.
  Sincerely,
  Life Alert

  Customer response

  01/19/2025

   
  Complaint: 22768481
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer response

  01/24/2025

  T hey refused to give me any help with my equipment until my check cleared...

  Told me to turn off equipment and when the check cleared they would make arrangements to send a new power cord...this left me unprotected for days...they are not a good company 

  Business response

  01/28/2025

  Thank you for reaching out to us. We understand your frustration and weve been working with you regarding your concerns. We were also able to assist you financially to help with your situation.  Please know, we are always here and ready, 24/7, in case you have an emergency.  If you have any other questions, please call **************, we are here to help.
  Sincerely,
  Life Alert

  Customer response

  01/28/2025

   
  Complaint: 22768481
  
  I am rejecting this response because: this company is ridiculous, their contracts are deceiving and unless you die you cannot cancel this service...they should not be allowed to operate nation wide...I am NOT KEEPING THIS SERVICE when this REDICULOUS contract is up...I will never re commend this company to anyone!
  
  Sincerely,

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

• Initial Complaint

  12/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Life Alert only to get pricing for my mother. When I received this information, I informed them that I would have to talk to both my Mom and my brother before we make any decision. I received a call a few days later asking me if I talked to my family members. I explained that I had not. Today (12/13/24), I discovered that Life Alert contacted my Mom and had her sign up for service after I had already ordered from a different company. I called back and tried to cancel and was told that she could not talk to me as my Mom was the person who placed the order. I feel that this is a very predatory practice. Taking advantage of an elderly person!To begin with, I was the contact person for this service. She (the salesperson) should not have contacted my Mom at all. All I want is to cancel the service and return the device(s) without any charge to my mom's account.

  Business response

  12/19/2024

  Life Alert has been saving lives for almost 40 years.  Therefore, we know the dangers in waiting to get loved ones protected, as a terrible accident can occur at any time. We spoke with you and your mother during our initial call, and we were following up with both of you.  We have already contacted you regarding this matter.

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Life Alert a few months ago inquiring about their device for my 91 year old Mother. I was kept on the phone for over *************************************************************** what their monthly cost would be. I politely told her ..no thanks..we will find something less expensive. ( which we did !! ) But since that initial phone call... I have received 23 calls and 17 text messages from this company !! I had to block them from my phone..but they were still leaving voicemails. I FINALLY called them weeks ago and told them to QUIT calling me..as I consider it harrassment. ( they simply refuse to be told no). Was told they would remove me from the call list. It didn't happen. So I called them again today and told them it was to STOP as I was turning them in.

  Business response

  12/16/2024

  Hello, thank you for reaching out to **. When people inquire about our services, we know that they are dealing with life and death circumstances, so we take all the inquires seriously, and wanted to make sure you have the full information.  Since we offer different plans, the customer representative had to learn about your family's needs, and explain what we offer in details.  Please note that until you asked us to stop calling, we were not aware you did not want us to follow up. Upon your request,your phone number was placed on our Do Not Call list.

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Purcahsed a life alert system for my mother. I informed the salesman that she lives in an area with little to no cell phone coverage. He misrepresented the product and told me it was satellite based and not dependant on cell phone towers. He also stated that if I was not happy or if it didn't work I could return it for a full refund. I received the equipment today and it is not satellite based, it is clearly marked as LTE. It will not function reliably. I contacted life alert to inform them we do not accept the contract/monitoring agreement (which we refuse to sign and return), and we want to return the devices for a refund. I called and spoke to several people at life alert and to date I am unable to get a refund or even receive instructions on how to return this equipment.A further note: it is very disappointing that a company who base their reputation on helping the elderly seem to do nothing but lor to them and take advantage of them.

  Business response

  12/24/2024

  Hello,and thank you for this opportunity to clear up any confusion regarding our cutting edge equipment.  Our GPS device is satellite based. Having been saving lives for almost 40 years, Life Alert is well aware of the different types of locations and housing structures our subscribers have, that is why our main unit and emergency pendant can be either cellular or landline compatible.We attempted to assist you in the matter, and had management reach out to you, as well.

  Customer response

  12/24/2024

   
  Complaint: 22671966
  
  I am rejecting this response because:
  I am aware that some of your lte/celluar equpiment has a gps chip, in order to determine the location of the device.

  There is a big difference between that and the satellite based communication system your salesman represented he was selling me.

  He stated I would receive a satellite based system with an external "tower" that he guaranteed to work in my celluar challenged location, and if not, he guaranteed me a full refund of the funds I paid.

  (further note, landline service is also not available in my location.)

  Once again, as your agent misrepresented your product and refund policies, and I did not agree to your terms or sign a contract at any time, I demand a return of my funds.

  None of your equimpment will function properly without cellular connectivity or a landline.

  That is a fact you cannot dispute.

  Sincerely,
  
  ***** *******

  Business response

  01/03/2025

  We respectfully disagree with this review.  If you have any further questions, please contact our ************* at **************.

  Customer response

  01/07/2025

   
  Complaint: 22671966
  
  I am rejecting this response because:
  I informed the salseman that I live in an area with little to no cell phone service. He promised me a system that was "satellite based" and did not in any way rely on cell phone service.

  They shipped me an LTE system that was unable to obtain a signal.

  He misrepresented the product.

  Your company does not offer any type of satellite based system.

  End of story.

  It was prompty returned, following your own company's procedures.

  I demand a full refund. And you should train your representatives to not spew lies and falsehoods.

  Tell me, how does an LTE system operate when I was promised that "even if the cell phone towers are down, or you can't receive a signal, our system will still work"?

  (your salesman's exact words to me)

   

  Sincerely,
  
  ***** *******

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My problem is with life alert. I purchased life alert in March 2022. I feel the system did not protect me. My system had been unplugged without my knowledge for seven months. No one within that time contacted me to check on my welfare such as life alert, emergency personnel, nor my two contact emergency people listed on my contract. The supervisor I did speak to after being told a day before someone would call me and they never did was very rude. cut me off as I was speaking And basically told me it was my fault and nothing that they could do to help me and even though I do not feel protected by a service that I purchase for protection will not let me out of the contract.

  Business response

  12/13/2024

  Thank you for allowing us to clear up some confusion.  Life Alert is one of the only medical alert companies that has a dedicated **************************** that monitors our equipment.  If there is a power outage due to a storm or something like that, then it sends us a signal.  This feature becomes vital for our subscribers who are on oxygen.  In your situation, you had turned off and unplugged the equipment.  That does not register as a power outage.  A technical service agent explained the difference, and we tested your equipment and found it responding as normal.  Were sorry you felt someone was rude to you.  We reviewed the calls and found our agents were friendly and informative.  We hope this clears up any misunderstands. 
  Best Wishes,
  Life Alert.

• Initial Complaint

  11/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased Life Alert, over the phone, on 09/30/2024, because I, previously, had an episode of vision loss and became frightened. I thought that I was having a stroke and couldnt reach my phone to call 911. I am 75 and have Glaucoma. Recently, my eye *** had changed my eye medication drops because my eye pressure level had become elevated and the new medication costs $300.00 a month and I also pay for other medications and pay $89.50, every month for my ********** RX coverage.I live on my Social Security check, as my only income.If I do not pay my portion of the eye drops, I will go blind, because the pressure in my eyes , untreated, will rise and once I am blind, I cant regain my sight.I telephoned Life Alert on 11/14/2024, to explain my financial situation, and I spoke with a lady named *******.******* was quite rude and she refused to let me cancel my services and send the equipment cost, even though I offered to pay a cancellation fee.She basically told me too bad. How sad. She told me I signed the contract and it is binding.I did not need to pay the extra $300.00, every month, when I signed the contract, and ******* refuses to help me, even though my circumstances have changed.******* said that I would have to pay the entire amount even if I returned everything, less $20.00 a month.I hope anyone who needs this service reads this because $ appears to be all that this company cares about, not the elderly folks who need help.

  Business response

  11/21/2024

  We are very sorry to hear of your health concerns.  Life Alert understands the challenges our subscribers go through and their immediate response to cancel their lifesaving services with us, when in fact, they actually need us more.  Case in point, your poor eye sight can leave you vulnerable to accidents and a serious fall, and not having Life Alert in the event of an emergency can actually result in more medical bills.  We reviewed the call you had with our agent and found that she was very friendly, informative, and concerned.  She presented a few options that would help you, but you did not accept any of them.  Please call our ****************** at *********************, so that we can work with you further.

  Customer response

  11/21/2024

   
  Complaint: 22566885
  
  I am rejecting this response because:  I will go blind without using the expensive medication and the debt of it is more than I can afford , with my monthly Life Alert expense.  I need the $ to pay for my eye medicine, every month.  Why is this so difficult for you to understand?  I am happy to pay a cancellation fee, for my inconvenience and pay for the return of the unused equipment.  Your response to this,is making me feel like you dont care if I go blind, as long as I pay for the Life Alert, every month.
  
  Sincerely,
  
  ******* *********

  Business response

  11/25/2024

  We are here to help you. Please call our ****************** at *********************, so that an agent can assist you further.
  

  Customer response

  11/25/2024

   
  Complaint: 22566885
  
  I am rejecting this response because:
  I have called your customer service twice and been refused help.  My daughter spoke with them as well, and she was refused any help.  I know I have inconvenienced you and I am sorry about that.  I would be happy to pay a cancellation fee and pay to have all the equipment returned.  The equipment is unused.

  I have documented proof that I need this eye medication, or I will go blind, and the cost is very high for me.  This need for the medication came after my contract with Life Alert.  I wouldnt have gotten it if I had known that I would soon afterwards, change my medication to very expensive ones.

  Please tell me, in writing, how you can help me because Im asking for my contract to be terminated due to the unforseen circumstances of this need for a new medication to keep my eye pressure low enough to keep some sight and you are telling me, basically, that there is nothing that can be done.

  
  Sincerely,
  
  ******* *********

*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. ↩