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.

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

  
• 

  Life Alert Emergency Response, Inc.

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

  
• 

  Life Alert Emergency Response, Inc.

  1111 Park Centre Blvd Ste 330 Miami Gardens, FL 33169-5370

  
• 

  Life Alert Emergency Response, Inc.

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

  

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:09/25/2023

  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.

  I have submitted a request to Life Alert for a full refund of initial fee and monitoring fees that I paid on the contract that I purchased for my best friend in July 2020. This request was based on the Life Guaranty clause of the contract. My best friend, the subscriber, died at home alone a few weeks before my contract ended. I have paid the 3-year contract in full plus an additional month which was automatically deducted from my account without my consent after the contract expired. I have satisfied my end of the contract. I returned two of three pieces of equipment. Life Alert automatically deducted $100 from my account for the one missing piece of equipment. I provided multiple copies of the subscribers death certificate which Life Alert required. I have forwarded three requests for this refund in writing, and have spoken with Life Alert representatives via telephone on at least four occasions to resolve this matter.

  Business Response

  Date: 09/27/2023

  Hello,

  Thank you for reaching out to us.  We are very sorry for the loss of your dear friend.  Life Alert is the only PERS company proven to save a life every 11 minutes, but we are also the only medical alert company that offers a Life Guarantee Refund. We have escalated your concerns to management, and a representative has already reached out to you to assist in this matter. 

  We truly hope you find peace in this difficult time. 

  Sincerely, Life Alert.

• Initial Complaint

  Date:09/19/2023

  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.

  I want to return the equipment and not renew my contract when it expires. I have nowhere to store the equipment and want to return it so it doesnt get damaged. I have time left on my contract and know I have to pay the monthly fee until the contract expires. I also need to change my address. I was told I cant ship the equipment back although it isnt used and has been unplugged in a box. I no longer live alone and dont need this service after the contract expires. I am liable for this equipment and dont want the stress of worrying about it and again, I will not be renewing my contract. I am frustrated and lost it on the phone, and I am sorry for that, I am not trying to get out of the contract, I just want the equipment out of my home. If this isnt resolved I am contacting my state representative about shady practices and taking advantage of elders. The address on this form is my new one.

  Business Response

  Date: 09/27/2023

  We are here to help you.  All of our calls are recorded for quality assurance.  Our agents tried to assist you but you screamed profanities at them and disconnected the calls. If you need further assistance, please call ************** and an agent will review options with you.
  Thank you,
  Life Alert.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20621699
  
  I am rejecting this response because:
  
  I am not calling again. I want an address to send my equipment with a return number if needed. I want to change my address and make sure my contract is not renewed when it expires. That is the only outcome I will accept.  I screamed because I am a nervous wreck and want the equipment gone and my association with Life Alert to be done when my contract expires.  
  

  I am not calling for sales pitches, or to have someone tell me returning the equipment is not an option, it is too stressful.  
  

  Regards,

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

   

   

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

  Business Response

  Date: 09/29/2023

  ***** call ********************* and an agent will be able to assist you.

• Initial Complaint

  Date:09/13/2023

  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.

  I live in ************** and purchased Life Alert for my aging and partially immobile cousin who lives in ********. She fell in her apartment and it took more than hour for her to get up. When she shared that experience with me, I was devastated. So, I purchased the Life Alert necklace, shower button, and portable button for her. She fell again and broke her femur, had surgery, and was admitted to a nursing home. My ************************* *** is about 85 years old with no living relatives except cousins. She has no living will, will, or power of attorney. I contacted Life Alert to explain my situation hoping they would not continue to draft ***** from my account, but they were not sympathetic to needs at all. I explained I was a senior citizen on a fixed income, but they continued to draft my account up until September 7, 2023. Life Alert harassed me 2-3 times weekly about their equipment. I tried to get access to her apartment, but by then ***************** mental status had started deteriorating. On September 11, 2023, Life Alert drafted ****** from my account without notice! No compassion, no warning, and NEVER did they express empathy to my situation.

  Business Response

  Date: 09/25/2023

  We understand your frustration and we did try to help in this unique situation. We advised that the account will be closed, and billing would stop after we received the equipment.  You had agreed to arrange with the property manager to box up the equipment so we can have *** retrieve it. We made many attempts to retrieve our equipment, but the manager was not available.  Furthermore, we took it upon ourselves to call and email the property to assist you in this matter, but the manager did not return our messages.  We have since been trying to contact you as well. As the months carried on, we had no choice but to charge a missing equipment fee in order to close this account quickly so billing would stop.  Again, we did our best to try and help you, but the property manager refused to help or release our equipment to us.

• Initial Complaint

  Date:09/13/2023

  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.

  My 89 year old Aunt received a ValPack flyer for Life Alert and called them. She had 1 1/2 hour sales pitch, she is hearing impaired and slow in understanding. She ended up getting a Life Alert system. I installed it for her the day after she received it. It consisted of 4 items, master unit, neck pendant, help button and help pendant. One of the pendants was a *** system that she was told would locate her wherever she was. The quality of the speakers was poor, so much static it was difficult to hear them when setting it up. The *** said she was a mile away from where she was. I called to cancel the system. Was put on hold and provided with 7+ phone numbers and extensions. I was told to talk to the salesperson, I spoke to her multiple times, she then said I needed to talk to her manager who would call me. This is the second day of attempting to return it. No response. I am on hold once I asked for a supervisor, for *********************************************************************************** back on hold.I did call **** and disputed the charge, so as of now we have not been charged, it is on hold. I have no way to send this back, even though at one point I was told to pack it up and I would receive a message as to when it would be picked up.This system is not appropriate for my Aunt, as they clearly misrepresented the device, it is not as promised and they want her now to pay for a 3 year contract. All I want to do is cancel it and have no charges to her account, for *****************************, *****************************************************************.

  Business Response

  Date: 09/18/2023

  Were sorry you feel this way.  As the industry leader in saving lives, Life Alert is the only medical alert service that is proven to save a life every 11 minutes.  Moreover, were the only emergency response company where our cutting-edge devices never need charging which makes our subscribers protected 24/7.  As you know, we spent a great deal of time with your aunt, explaining everything in detail.  In addition, our representative was kind enough to spend time with you as well, even though you are not the owner of the account.  An agent has since reached out to you and your aunt to assist in this matter. 
  
  

  Customer Answer

  Date: 09/19/2023

   
  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:09/13/2023

  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.

  Have tried multiple times to cancel service that I have had for my father in law for more than 5 years but could be as long as 8 years. They say they need his permission or a death certificate. I signed up for the service and am past the contact terms. He never signed up for the service. It is my account. Every time their equipment fails, they send replacement at my cost. I'm just done. Father in law just fell last Friday and pendant didn't work. Was told it was old and we must have lost replacement. We never received a different pendant. I would have know because I would have been charged. Tried to cancel again today and was told I needed to send a death certificate.

  Business Response

  Date: 09/22/2023

  We are very sorry for the loss of your Father-in-law.  We understand how difficult of a time this is for you and your family, and our goal is to assist you the best that we can.  We already had an agent reach out to you to expedite this matter. Please know that our top-of-the-line equipment was in very good working condition.  We updated all the equipment for FREE a year ago and advised to remove all of the old equipment as it was disconnected.  Unfortunately, when the new pendant was lost, it appears that your father-in-law decided to use the old pendant.  That is why it wasnt working.  Again, we are sorry for your loss, and we hope you find peace.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20592902
  
  I am rejecting this response because: There was no acknowledgement of what I complained about. I sent ALL the equipment we had in the house back to the company last Friday, 09/15. I want to know if they received it and if it was all there, according to them. Additionally I would like them to acknowledge that I was within MY rights to cancel their service at any time since I was past the initial 3 years' contract and was told repeatedly that I could not since it was not my account. Further, I am not paying for service for September and would like them to acknowledge that fact. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/25/2023

  We did address your concerns and we have been in contact with you a few times.  As previously stated, we already had an agent reach out to you to expedite this matter.  Moreover, another agent contacted you last week to confirm the status of your account.  ******************** considers this matter closed.

• Initial Complaint

  Date:09/05/2023

  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.

  My mother fell and hit her head fracturing her skull while wearing her life alert button. She could not hit her button as she was knocked unconscious. I have communicated several of my concerns with the situation with the company only to get bad service and horrible responses such as when your mother work up she should have hothead her button down for three seconds because we do not have the technology to determine if it is an actual fall or not. They have also told me when my mother went into hospice care and I tried to cancel her services that I would have to send a copy of some paperwork showing she was in hospice care and that the upper management would review the case and then decide if her contract could be cancelled or not. Then after my mother passed away I called and cancelled her services when I got back home and only had the pieces I could find so I sent them back. Today I found out they charged my mothers credit card for missing pieces and when I called them about it they refused to credit the card back and told me there is nothing they can do. They wont refund the charges for the missing pieces and told me there is nothing I can do about it. I dont need the added stress of dealing with such a rude, disrespectful, uncooperative company while trying to deal with the loss of my mother. I just want them to cancel her services and take away the charges for the kissing equipment, but they are refusing to do anything

  Business Response

  Date: 09/07/2023

  We are very sorry for your loss.  Life Alert has been helping families with end-of-life-matters for almost 40 years,so we understand the anger and confusion that can occur with an unexpected passing.  Again, we are very sorry. 

  Please know that your mother's account was already cancelled.

  Our ******************** agents were compassionate towards your situation and tried their best to help you. Unfortunately, you were understandably upset and argued with the agents who were trying to assist you. We did advise of a missing equipment fee and offered to refund the money once you sent the missing equipment back. 

  We truly hope you can find peace during this difficult time.

  Very Sincerely,

  Life Alert

• Initial Complaint

  Date:08/21/2023

  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 got an emergency alert system from life alert because I am mentally disabled and was living at an unsafe place in ******* on July 1st 2021 I moved to ******* to live with my niece who supervised me and monitor me but she does not want the system in her home because of the fear of false alarm causing the county to fine her and I am not living alone I asks life alert to cancel the contract because I can't use it in my present residence it is disconnected and in a box for return I told them I was sending it back to them by ***** ground and they said they will not accept it the only way I could get out the contract is if I move to a nursing home or I have a registered professional taking care of me I think this is an unfair practice for disable and mentally ill people and is asking for some help in resolving this isdue

  Business Response

  Date: 08/22/2023

  We are glad you decided to reach out to us regarding this situation. It allows us to explain that we do not dispatch emergency services for a false alarm.  Moreover, we do not charge for false alarms either.  As you already know, we work with all kinds of people of all ages and aliments.  We ensure every customer is aware of the terms and costs of our service agreement before they sign up and we ship the equipment.  Please know that Life Alert can be used by anyone in the house, so you and your family can remain safe.  For the past few years, we have worked with you and have given you options that were in your favor.  If you have any further questions, please call our ******************* at *********************.  Thank you.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20492568
  
  I am rejecting this response because: life alert is asking me to send them a letter from my doctor stating that I cannot live alone that might be true because I suffer from the most severe form of mental illness paranoid schzophrenia but my land lord who is my niece does not want the system in her house and I am living with her there is a big problem in ******* with housing for low income elderly and disable people finding a place to live and I don't have anywhere else to go at the moment please ask life alert to release me from this contract they come up with forcing people to stay for a long three years or let me go to the arbitration you suggested in your literature as the next option
  
  Sincerely,
  
  ******* Saint ****************************

  Business Response

  Date: 08/25/2023

  Our notes indicate that you recently spoke with one of our agents and resolved your concerns.
  If you have any further questions, please call us at *********************.  We are here to help.

• Initial Complaint

  Date:08/16/2023

  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.

  I have been a customer with ******************** since August of ****. In July when we tested the system, it was discovered that there had been some sort of "change" to my phone company and the box I had was no longer compatible. The specialist proceeded to tell me that for the cost of a new upgraded box ($100.00) and an addition $10.00 a month I could get that up and working right away. My response was NO, we cannot afford that, please cancel this account, we have not had service for two weeks now, it is July 30th. I do not want to continue to be charged $49.95 a month for no service and DO NOT TAKE another dollar from my account. I was advised to ship the equipment back through a scheduled pick up on Friday, August 3rd. On August 5th, you took another $49/95 from my account. Now calling the billing department they are giving me a hard time about being re-inbursed because they are saying the pickup date was August so, I have to pay for August ******** I have not had service since mid July. I keep getting passed around and being told I will have to speak to the supervisor who doesn't have a last name and who isn't there right now. Are you all so ***** and poor that you need to give customers such a hard time. For 10 years, I was a loyal customer only to be treated like this over $49.95. It is the principle now, I want my money back and not another ***** be taken for I will file charges for fraud on my personal account. This is wrong, you know you are wrong and you better make it right. You need to call me with only one answer and that is, you have redeposited my $49.95 back into my checking account. Over the past 10 years I have paid you without hesitation $5,994.00. You owe me the same courtesy. *************************** (Mother; ***********************************). Is this also the way you treat people when their loved ones have passed away and no longer need the equipment? Shame on all of you.

  Business Response

  Date: 08/30/2023

  Were sorry you feel this way.  There seems to be a miscommunication. Our records show that our agent did help you when you first called, and we did offer you new equipment at no cost for the equipment. Our agent also advised that billing continues until the equipment is in our facility.  To date, we have received our equipment, the account is closed and a refund has already been processed.  

• Initial Complaint

  Date:08/02/2023

  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.

  I got Life Alert for my elderly parent in October 2020 when he lived alone after a medical incident. He moved into my house in 2021 where I stay with him 24/7. I called and tried to cancel the contract last year since the equipment was not and is not being used, but was told I could not, even though i am his caregiver and he is never alone. However, I have since learned from others and even seen most recently on this page that others have been permitted to terminate their services/offered other options once their loved one has changed situations and is under constant care (not just a nursing home). I believe I should have been able to cancel the services back when I originally called.

  Business Response

  Date: 08/14/2023

  As the industry leader in saving lives for over 30 years, we understand that life changes do occur for our subscribers. This is why we ensure that all details and various ways of closing an account are both discussed verbally and listed in our *********************** Agreement. We appreciate this opportunity to explain how beneficial Life Alert is for the whole family!  Not only are our lifesaving devices portable from home to home, but they can be used by everyone in the family as many of our members do not live alone.  Its great that youre taking care of your dad but the reality is, you really cant be with him 24/7, but Life Alert can!  If your dad has professional 24/7 care please email the proper paperwork from the certified care provider to ********************************** and our ************************ will be able to assist with closing your account. 
  Thank you, Life Alert. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20412715
  
  I am rejecting this response because: saying the reality is that I cannot be with him 24/7 is not acceptable.  You dont know the reality of what goes on in anyone elses home. Between working from home fully and other family members in the house, there IS always someone with my father.  It was NOT made clear to me that under no circumstances could I cancel the contract unless he is put into a nursing home or dies when I was persuaded into this product while we were under duress.  As to the comment about how great this product is, I think its pretty clear that if that was true, people wouldnt need to be trapped with the services even when they clearly are not using them any longer. 
  
  Sincerely,
  
  ******

  Business Response

  Date: 08/16/2023

  ***** email the proper paperwork from the certified care provider to ********************************** and our ************************ will be able to assist with your account.                         Thank you, Life Alert. 

• Initial Complaint

  Date:08/01/2023

  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 alert system ordered on 7/27/2023 through *************************** *************). When I called main number for company *************), I was transferred to her in *******. She gave me info and told me a one time charge for shipping and handling, one time charge for opening account, and monthly charge $98.85 and agree to 3 year agreement. I agreed to it. So the next day, I received a brochure that said free shipping. So I called another rep and stated that ********** doesnt charge for shipping. On 7/28/23, I called ******* to cancel entire plan. She was angry and asking why I was cancelling. She said she would need to contact her supervisor to cancel. But I did state to her that I am cancelling my plan and she never confirmed it. She called back and said somebody would call me back re: returning original unopened box with life alert equipment back. I have not received a call back to return box and I have left many voicemails from 7/28/23 - 8/1/23. I am concerned that this company will charge me since I still have the item in question. There has been no connection to corporate or a supervisor even though it has been requested multiple times. The customer service is terrible and I do not want this equipment. Please advise.

  Business Response

  Date: 08/09/2023

  We are very sorry if there was some confusion between our Care Manager and your account.  We have already brought this up to the attention her manager.  Life Alert does offer Free ground shipping and the first Care Manager you spoke with thought you wanted to receive equipment as soon as possible.  Our records now show your account status as resolved.   Thank you, Life Alert