Complaints

This profile includes complaints for Life Alert Emergency Response, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Life Alert Emergency Response, Inc.

  16027 Ventura Blvd Ste 400 Encino, CA 91436-2747

  
• 

  Life Alert Emergency Response, Inc.

  620 Cranbury Rd Ste 101 E Brunswick, NJ 08816-4000

  
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  Life Alert Emergency Response, Inc.

  157 E 86th St Ste 218 New York, NY 10028-2113

  
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  Life Alert Emergency Response, Inc.

  1211 N West Shore Blvd Ste 110 Tampa, FL 33607-4601

  
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  Life Alert Emergency Response, Inc.

  800 NW 62nd St Ste 320 Fort Lauderdale, FL 33309-2057

  

The 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:06/02/2025

  Type:Product Issues
  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 received an email alert of $247 taken out of my checking account from **********************. Neither me nor my husband ever ordered this, signed up for this or spoke with anyone about this. This put our account into overdraft and I had to cancel my husband's debit card which is going to be very inconvenient. We would like a full refund plus any fees we may receive. We would also like to know how this was possible!!

  Business Response

  Date: 06/05/2025

  Hello,we had a representative reach out to you to resolve your concerns and are waiting on paperwork from you.  Please feel free to call our ************* at **************.
  Thank you,
  Life Alert.

  Customer Answer

  Date: 06/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I was directed by the billing department to call my bank and dispute the charge which I did. They refunded the money into my account pending their own investigation.  I am still waiting a response from billing as to how and why this happened and also to make sure we are not going to be charged again.
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  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 ****************************************************** another state, whose parents had become ill. Life Alert continues to solicit me by calling even after Ive asked on the last several occasions to stop: 5/22, 5/12, 5/1, 4/29, 4/24.************ is the call center where the calls come from.Ive asked to speak to a supervisor and was ********* tired of being solicited and they wont stop. I would never use or recommend them!

  Business Response

  Date: 05/29/2025

  Hello and thank you for reaching out to us.  We apologize for any inconvenience that you may have experienced.  Our records show that we called but it looks like we didnt reach you.  We have since placed you on our Do Not Call registry. Best Wishes, Life Alert.

  Customer Answer

  Date: 05/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although they did reach and speak with me on 4 occasions where I asked them not to contact me further, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  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.

  Statement about Life Alert Account No. AA ****** In August 2024 I ordered a Life Alert system for my husband, **** ******. Shortly thereafter I was advised by the *********************** that they provide this service for their veterans (my husband, **** ******, is a 20 year veteran of the Air Force) without charge. I called Life Alert and the representative that I spoke with told me that my account would be cancelled effective September 2024, and to put the equipment on the front porch for them to pick up. I set the equipment out that day.I have since learned that my account was not cancelled, and they have continued to bill since September. When I spoke to ***** today, he said he did show my cancellation request, but it went though the wrong department (the ***************** so the account was not cancelled. I told him I didnt care what department cancelled it, it was still Life Alert, and that I wanted the account cancelled effective September 2024 when I made the original call, and a full refund. He told me he could not cancel the account because they did not receive the equipment. I told him I did what I was told, and if they did not pick it up that was their mistake. He then told me I had lost the equipment, which was not the case. I then asked to speak to a manager and he told me one was not available, but he could transfer me to the ***************** Since this was the fourth transfer of the call, and apparently the **************** was not the one ***** told me I should have originally talked to, I told him that this was a matter for the BBB since Life Alert refused to help me.***** **** 5.19.2025

  Business Response

  Date: 05/29/2025

  Hello,
  Thank you for reaching out to us. 
  We have investigated your concerns and have already been in contact with you to clear up any misunderstandings.
  Sincerely,
  Life Alert.

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  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 purchased a LifeAlert device for my mother in April 2025. Before the device even arrived, my mother was going to move into an assisted living facility that used their own fall detection device. I called ******************** to try and cancel. I got the run around numerous times; call this person, call this department, send an email here. My mother passed away a week later before we moved her into assisted living. I once again contacted LifeAlert to cancel the account and get the device picked up (it was never opened) and get my money back. Again, got the run around.Finally, on Thursday, May 15 someone from LifeAlert called me and said they were arranging for the device to be picked up by *** the next day on Friday, May 16. The representative said that once the device was received back, they would credit my account the $247. Well, *** never came on Friday. I called LifeAlert on Friday at 5:30 pm stating that *** never came. I was told they come after 5 pm. It is now Saturday, May 17 and the device is still sitting on my porch.I called LifeAlert this morning and was told that they can see on my account that the request for *** has been made, but I needed to call back at 9 am to speak with customer service. I just called as was told I need to call back on Monday. LIFEALERT is the worst company to deal with! You get a different answer every single time you call. No one knows what is going on.

  Business Response

  Date: 05/30/2025

  We are very sorry for the loss of your mother,and for any frustration you may have experienced during this difficult time. We did arrange for a pick up of your equipment with **** but they are a different company in which we have no control over.  Please know that we have received the equipment and the account is now cancelled.

  Customer Answer

  Date: 05/30/2025

   
  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

  Date:05/16/2025

  Type:Order Issues
  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 sought to cancel my contract with Life Alert, yesterday on May 15, 2025. They asserted that three of the equipment was "lost", and I owed them ****** dollars. Another representative called me back, and because the equipment was old, I now had to pay ******. To get this harassment off of me, I agreed and used my debit card to pay the amount. They also informed me that I had one payment left for the month of June, for $89.85. This morning, another representative called me, and informed me that my debit card was invalid. I then contacted ***** Fargo, and the banker told me that my card is valid, and that Life Alert is using unfair businesses practices to prevent me from canceling my contract. I already filed a complaint with the ************************ against Life Alert. I request that Life Alert to stop harassing me, and to end my contract with them.

  Business Response

  Date: 05/28/2025

  Hello, thank you for reaching out. Our records show that when you called to cancel, you told us you didnt have the equipment. Since our equipment is on loan, there is a missing equipment fee for the devices we do not receive back.  An agent attempted to give you a cost,but the line disconnected before he could give you the total cost.  The final cost was reduced in your favor.  We are not sure what was discussed between you and your bank, but rest assured, a company as reputable as Life Alert and is the only medical alert company proven to save a life every 11 minutes has no reason to commit unfair business practices.  Please call our ******************* at ************** so that we can make arrangements to pick up the one device that you do have and close out your account, at no cost to you.  Thank you.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  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.

  Proof my Father unfortunately is now in a nursing home and is no longer in need of life alert pendant services. Life Alert has been communicated with and sent these invoices as proof. However they are still taking ***** out of my father's account. He is private paying for a nursing home he needs every dime. Please help me get their attention and to stop them from doing this to others. Thanks ******** ****

  Business Response

  Date: 05/21/2025

  Hello, we understand the stress you are going through by having your father in a rehab facility.  When you called us we notified you about the paperwork needed to cancel your fathers account.Unfortunately, we did not hear back from you and our multiple messages and calls to you went unanswered. When you sent us invoices, we advised that it was not the documentation we needed, but we would accept it anyway. We have since been in contact with you regarding this matter.  Best Wishes, Life Alert 

• Initial Complaint

  Date:04/24/2025

  Type:Delivery Issues
  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.

  We ordered Life Alert on April 1st. I paid $248.00 during that phone call. Once the equipment came we tried to set it up for over an hour unsuccessfully. None of the equipment would work in our remote location. I explained to Christmasour location before placing the order she assured me itd work. We sent back the equipment on April 8th via **** As of yet we havent received a refund, I just telephoned and they supposedly refunded me $198.00. First off they havent received it and second I dont owe them $50.00. This is a warning to others be aware this company is a scam as previous customers have complained about as well.

  Business Response

  Date: 04/25/2025

  Thank you for reaching out to us.  We investigated your complaint and found that all monies you paid had been refunded.
  It can take up to 10 business days for it to show on your statements.
  If you have any further questions, please feel free to call our ************* at ************.
  Thank you,
  Life Alert

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  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 was considering signing up for this service post 2 craniotomies, stage 4 cancer, seizures. I have the unopened package they sent. I want to send it back and have not signed a contract that they wanted me to sign. I dont want their services. They have already taken hundreds from my account for nothing! Just for talking to me on the phone! I want a refund and them to send me a shipping label to return their product. Too much haggling. I dont want to talk anymore! I want a refund and to return their package!!!! Please!

  Business Response

  Date: 04/22/2025

  Thank you for reaching out to us.  We are sorry to hear that you have changed your mind while you stated that our services is the only solution for you to continue do things you want.  We respectfully disagree with your statement of charging you for talking to you on the phone.  You have signed up for our lifesaving services and provided the payment method, at which time you authorized a non-refundable setup fee to be charged before we shipped the equipment to you. We have been already in contact with you regarding the matter and getting the equipment back. Wishing you all the best. 

• Initial Complaint

  Date:03/31/2025

  Type:Order Issues
  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 no longer require the services, but they won't let you out of their contract. I was not told I was agreeing to a 3-year contract when I initially signed up with Life Alert in July. I was also not told I was using their equipment although I had to pay for it. My understanding was that I owned the equipment. I spent most of the morning either being hung-up on or placed on hold and/or transferred to numerous different departments and people. ***** offered to shorten the contract (the contract I was not aware I had agreed to) to six months, this is not acceptable as I do not want the service. I'm not sure if the sales department has a "sales pitch" that the service department isn't aware of but I consider this a bait and switch scam.

  Business Response

  Date: 04/04/2025

  Since Life Alert works primarily with seniors, we ensure they are aware of our *********************** Agreement.  All of our calls are recorded for quality assurance, and we found that your representative did explain the terms of our service agreement.  Moreover, on July 26th, we called you to confirm the order and terms of our agreement before we shipped the equipment to you for free.  Although we do have a cancellation clause in our agreement,unfortunately, you did not meet the qualifications.  However, we still tried to help you and presented you an offer that was in your favor, but surprisingly, you refused it.  If you change your mind, please call our ******************* at *********************, we are here to help.

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23139471
  
  I am rejecting this response because: I not only feel I was lied to but while on hold I was informed by recordings numerous times that my safety was their main concern; since I have disconnected my equipment I have not received a single call concerning my safety and/or that I am alright. During my conversation with ****** (which is supposedly recorded) he stated that I was probably under a lot of stress and probably didnt have the capability of making this kind of decision at this time. So now they are not only holding seniors hostage they are diagnosing us also. This is a despicable company and I want nothing to do with them. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/10/2025

  As the industry leader in saving lives, our stellar reputation can be seen with over ****** lifesaving testimonials by grateful subscribers and their families that trust our lifesaving services.  We're sorry that you feel the way that you do. Please feel free to call our ******************* at ********************* so that we can assist you further.

   

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23139471
  
  I am rejecting this response because: Again, I no longer need or want this service. Again, Life Alert has neither called me or my emergency contact to check on my welfare. Im sure they do have numerous testimonials but I know for a fact that they also have numerous complaints from what I saw on the BBB website. While I appreciate the BBBs assistance in this matter I am also checking other available avenues to resolve this issue. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  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.

  Life Alerts Cancellation Policies Are Unreasonable and Unfair Canceling Life Alert was an incredibly frustrating experience. The company requires proof of death or proof that the customer has moved into assisted living in order to cancel the service. When my father-in-law passed away, on 11/07/2024 it took nearly a month to obtain his death certificates an unavoidable delay.During that time, I had to make two separate phone calls just to get clear instructions on how to cancel. Each call involved long hold times (at least 20 minutes). When I finally reached someone who gave me actual information, they provided an email address where I could submit the death certificate which I did on 12/5/25.They didnt tell me that you must also request a refund separately. Without this request, they will cancel the account but keep the full years service fee a deeply unfair policy that feels exploitative, especially when grieving families are just trying to manage affairs.Adding to the frustration, Life Alert refused to backdate the cancellation to my father-in-laws date of death, despite the death certificate clearly showing when he passed. Since no one had been using the service during that time, this refusal felt unreasonable and purely profit-driven. Finally, they would only issue any refund by crediting my deceased father-in-laws cancelled credit card, which is no longer active. This inflexible policy created yet another obstacle during an already difficult time.Life Alerts policies seem designed to take advantage of families dealing with loss. A company that provides emergency services should have more compassionate and reasonable practices for situations like this. What I would like is a refund of service fees from the date of death per the death **************** of death 11/07/2024 Death certificates obtained 12/05/2024 Life Alert yearly fee paid by ******* ******** online 09/09/2024 $878.35 Life Alert Unit # AA345329

  Business Response

  Date: 03/12/2025

  We are sorry for the loss of your father-in-law.  We understand how frustrating and emotional of a time this can be.  Requiring any proof of death is standard operating procedures for companies. Our records show we received the death certificate from you on the actual day you called us to let us know of your father-in-laws passing.  There was no delay on our end.However, we did try to reach you multiple times regarding the equipment but did not hear back from you until a week later.  Although we do not have any record of calls being on hold for 20 minutes, we still are sorry you had to wait.  Since were in the caretaking business, we try to avoid using cold and detached AI voice messages, as most people dislike not being able to talk to a real person. Lastly, we are quite disappointed by your accusation towards the billing issue.  Not only did we process a refund, but we even gave you more than what was expected.  This was clearly explained to you by our Billing supervisor.  Again, we are sorry for your loss and hope you can find peace at this difficult time.