Complaints
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:24/10/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date:24/08/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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 Answer
Date: 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
Date: 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
Date:01/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:18/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date:19/12/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:21/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:15/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
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