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.

  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.

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

  
• 

  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:07/31/2023

  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.

  Entered by BBB staff Consumer called to cancel and they advised her she could not cancel for another year and a half because she has a contract that cannot be canceled. She asked them for a copy of this contract because she was not aware of this.

  Business Response

  Date: 07/31/2023

  Life Alert is in the business of saving lives.  We have been providing customers and their family peace of mind for over 30 years. 
  
  Since a majority of Life Alerts customers are senior citizens, we ensure they are aware of our *********************** Agreement terms.   A new customer is notified multiple times regarding the terms of service before we ship our equipment,free of charge, to the customer. 

  Moreover, the terms are in large bold letters at the beginning of our service agreement so it can be easily seen and read.  Naturally, a copy of the paperwork is always given to the customer for their files. We have already mailed a copy to you and you should be receiving it soon.
  
  If you have any further questions, please call our ******************* at **************, we are here to help.

  
  

• Initial Complaint

  Date:07/26/2023

  Type:Order 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 have contacted life alert many times to try to cancel my service with them and break the contract and just be finished with our business. They have trolled me to death and I have spent hours on the phone with them arguing, verifying information, complaints, asking for managers but being denied managers, ect. They are still charging me a monthly fee, and I can call them any time and not be able to cancel the service.

  Business Response

  Date: 08/07/2023

  Life Alert is one of the only medical alert companies that is HIPPA Compliant. We take our customers privacy seriously.  Per our recorded calls, you refused to answer security questions to verify your account, in addition, you also proceeded to verbally attack each agent that attempted to help you. You threatened and used foul language every time we attempted to assist or answer your questions.  We had a manager reach out to you and we are still waiting on you to call us back with the information needed regarding your account. Please contact our ************************ at ******************* for further assistance.

  Customer Answer

  Date: 08/07/2023

   
  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. 

  I have spoken with 1 manager a few days ago who handled everything in 8 minutes. 

  Every single person i spoke with at life alert had infinite time and dozens of phone calls and ample opportunity to do just about the same thing this single female manger did to handle the simple matter.

  But they instead chose to falsely say i never verified my address and other information  - which is a lie. I verified those things nearly a dozen times. They also played the same circular game where they were non compliant in assisting me by lying about account verification and refusing to cooperate, instead trolling me and playing cute games on the phone, and playing the victim - all instead of doing what the one manager did and do their job, stop trolling and playing games with the customer, stop playing the victim, and just facilitate handling the simple account problems I requested. 

  It took the one manager 8 minutes to handle everything because she just did her job.. now it is all straightened out.

  It is unfortunate that life alert has so many morons working there, that do not want to comply and do their job, but would rather play innocent victim, and harassment customers low key.

   

  contract is for 3 years. Payments will resume as normal until contract completed. Thank you bbb for stepping im. I think you made all the difference because after life alert was contacted ny bbb, i get a manager on the line and she handles all this mess in 8 minutes. Easy breezy. Problem solved. No more  problems. Coincidence,  i think not. Life Alert had better shape up!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/25/2023

  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.

  June 13,2023Set up Life Alert in new location222 *********************************************. Test failed. ***** at Life Alert attempted to fix the problem to no avail. I was told to move the unit to another room and wait 24 hours. ****** supervisor refused to speak to me about the problemOmi was the name given for the supervisor. ***** offered me 2 months off my bill.June 14, 2023Spoke to *****. Tests of unit failed. Again refused to be able to speak to supervisor. I was again offered 2 months off my bill. Told to call back in 24 hours.June 15, 2023testing failed. Refused access to supervisor but told the representative would talk to *** and get back. No call-back occurred.6/19/2023Today I was informed ****** received a new unit within 5-7 days. ******** stated things would be determined after the new unit was tested.6/20/23In the evening, *******, another recipient of this service fell. Had I not been present, she would have been unable to get up or get help. She is 91 years old.When the new unit arrived, it worked one time on a test and did not ever work again. When finally reaching Omi I was rudely told he would determine what was to happen, not me, my granddaughter, my lawyer or **************** was told, through several supervisors, that my contract would be cancelled, then the decision would be reversed. I was given $20 off my bill for July and 2 months of free service for August and September.

  Business Response

  Date: 07/27/2023

  Thank you for contacting us. Life Alert is one of the only medical alert that has a technical service department which montiors our equipment.  We had the opportunity to look into this matter for you and found our equipment works very well and effectively in your primary residence in which you ordered our service for.  In the secondary residence, the cellular service is very weak and you do not have a landline. In other words,there is not a medical alert system in the nation that will work there without a landline due to the bad cellular service.  Our agents and supervisors all worked with you and also gave you options.  We even replaced our equipment and gave you a discount.  Once you are back at your primary residence, please call our technical service ***** at ************** so we can assist you further.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20372660
  
  I am rejecting this response because: On July 26, I spoke to ***** at Life Alert.  She agreed to cancel our contract so that we can obtain a service that will work in ********, **, where we spend4 months from June to October.  She set up an appointment with *** to pick up the equipment on Wednesday, August 2nd, 2023.  I have a confirmation # I believe to be ***********.

  I was assured that the contract has been voided.  I planned to contact the BBB after the equipment was picked up.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/28/2023

  After we receive our equipment you can call our ******************* at ********************* to confirm cancellation.

  Thank you,

  Life Alert

• Initial Complaint

  Date:07/25/2023

  Type:Delivery 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 lost my Life Alert device on Thursday, July 13, 2023. I live alone, and my family and I rely on this device for peace of mind. Therefore, on Friday, July 14, I called to get a replacement as soon as possible. I was given two options: $80 for regular delivery, or $110 for overnight.Because of my circumstances and advanced age, I felt I had no choice but to pay the $110 for expedited service. Despite the urgency, I did not receive the package, as promised, overnight, until Monday, three days later. They did not deliver on what I paid extra for; I feel I am due a refund.

  Business Response

  Date: 07/27/2023

  We are very sorry that *** was delayed in getting your emergency pendant to you.  Although this is a *** issue, as a courtesy we will provide a discount to next months billing cycle.  Please remember to test your pendant regularly.  We are always here to help you.

  Customer Answer

  Date: 08/09/2023

  Unfortunately, I was unable to reply to the Life Alert message within the Bbb allotted timeframe.

  I am sorry that I missed the deadline; however I will be very pleased to accept their offer of a discount.

  Please reopen my complaint and let Life Alert know that I accept their offer.

  I consider this complaint resolved

  Thank you and the business for their kindness

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

• Initial Complaint

  Date:07/13/2023

  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.

  I purchased the Life Alert System for my mother in law on Friday 7/7/23. That same day, she fell and was taken to the hospital, and then to rehab in a nursing home, so because she will no longer be at home, she does not need Life Alert. The Life Alert package did not arrive until Tuesday 7/11/23. I called today 7/13/23 to cancel the service and get a refund, since the equipment box was unopened and unactivated. They gave me the complete run around about returning it. I asked for a refund but they said no. I will still return the equipment, for fear of another sneaky charge. I did not receive a purchase receipt nor did I receive a cancelation confirmation, despite my repeated requests for an emailed receipt and emailed cancelation. No one who answers the phone can help me- they keep passing the phone to other departments. I suspect this company is a scam. I will be watching my credit card statements to make sure they do not make any additional charges. I do not expect a refund- despite the equipment being unopened and in my possession for two days- but I would like a refund. The equipment cost $198, so that's what I would like refunded. The monthly cost is $98 but since I didn't activate the service, that charge should not be there, but again, I will need to watch my credit card. Thank you for any help you might be able to give!

  Business Response

  Date: 08/02/2023

  We are sorry you feel you got the run-around.
  A representative has already been in contact with you and assisted you with your needs.
  We hope your Mother-in-law is feeling better. 
  Please remember we are always here to help.

• Initial Complaint

  Date:07/07/2023

  Type:Customer Service 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 am a senior citizen and I need to streamline my expenses. I was contacted by a company that would give me the same service plus additional benefits for $40.00 less a month so I tried to cancel Life Alert and was told that I was locked in with them for three years. The representative was rude, insulting and demeaning. I told her that I will be calling my lawyer and she said then he can explain to you the meaning of an agreement. Also I tried to call life alert and it took them twenty-twenty-five rings to answer and then put me on hold. Id say if anybody is breaking the agreement its them.

  Business Response

  Date: 07/21/2023

  We are taken back by this review considering we have assisted you eleven (11)times in 2 years.  We have always been there for you when you needed **.Upon reviewing the recorded calls, we found that not only was our representatives kind and understanding throughout the calls, but we also showed patience when you yelled obscenities at us.  Moreover, we even applied a discount to your account to assist in your matter.  Many reasons as to why Life Alert is the industry leader in personal protection is because no other medical alert device have the proven results that Life Alert has.  We are PROVEN to save a life every 11 minutes and have saved over ******* lives since 2008;and we have 3x more emergency dispatchers than the traditional security center.Cheaper is not better when going with a lifesaving device, as it may cost you more than you bargained for in the long run.

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20289626
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/26/2023

  Please remember, we are always here for you when you need help.

• Initial Complaint

  Date:06/28/2023

  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'm now being told I can't cancel the Life Alert subscription unless my mother has passed or she's in a 24 hr nursing home. I'm well past the 3 year contract and she stays with my brother quite often so is with someone e 24 hrs a day whereas she lived alone when I signedbup for this. I just want to cancel the service and them to stop billing me.

  Business Response

  Date: 06/28/2023

  Thank you for reaching out to us, and for allowing us to clarify a few things as there seems to be some confusion with what our representative said to you.  Per the recorded call, you asked to switch the billing to your mother directly, but you didnt have her on the phone with you to get the new information. We asked to have your mother call us so we can update the billing and continue to keep her safe and protected.  We even advised you that we were sending her a form to fill out for your convenience.  Please have your mother call our billing ***** at ************** so we can assist in this matter.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20248455
  
  I am rejecting this response because:
  I'm not going back and forth. My wife called in April to see what we needed to do to cancel. I was given the month of June free to see if anyone could take over the billing. My mother's house is in ****** ** and she stays 90% of the time with my brother in *******. My mother never answers her phone and even if she did, I want to cancel my plan.. why do I have to answer for why I want to do this? I obviously started this because I was concerned for her health because she was at home by herself quite a lot, so I've obviously taken her health into consideration in regards to canceling the plan. It's unbelievable that a company will argue like this instead of, let's see what we can do to rectify this.
  Sincerely,
  
  *************************

  Business Response

  Date: 07/05/2023

  We respectfully disagree with this complaint.  Per our recorded calls, we did advise you on how to cancel your account.  If you have any further questions, please feel free to call our billing ***** at **************.  We are here to help.

• Initial Complaint

  Date:06/14/2023

  Type:Billing 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.

  Complaint review on Life alert on June 14th 2023 I tried to cancel my service, but to no avail.I moving into daughters house for permeate care.Was on hold twice for extended times.Agent was quick to explain that I was under contract till ****. 19 more months. I explained that the charges are my credit card and that I would have it removed. Then I was told that they would turn it over to collection company."You can't get blood from a turnup"

  Business Response

  Date: 06/29/2023

  Thank you for contacting us. Our records indicate that we had an agent follow up with you and provide various options to assist with your needs.  If you have any further questions, please call **************.  We are here to help.

  Customer Answer

  Date: 06/29/2023

   
  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:05/23/2023

  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.

  Called this company on 05/23/23 (two hours ago) and was stupid enough to provide our credit card when asked...they have ALREADY charged approximately $3,500 to our credit card (the card company sent ** an alert to warn **) ! This is NOT what their representative claimed ! Foolishly, I trusted them and did NOT check the BBB records before proceeding :-( I just want to cancel any service from this obviously dishonest company asap. They have provided NO services or equipment to this point. I just initially spoke with them two hours ago, and already their representative who claims to be "always available, or a quick return call away" will not return my messages, and their general company number also leads to no answer or return call :-( Please help ** - I am almost **************************************************************************** ! ?

  Business Response

  Date: 06/13/2023

  This complaint is absolutely untrue and is intentionally being dishonest.  We do not have such prices,and at no time was $3500 charged to your credit card.  There was a small pending set up fee placed, which you authorized, and was returned back to you.  

• Initial Complaint

  Date:05/05/2023

  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.

  System arrived April 28, 2023. Tested the *** button 3 days in a row. It did not work properly. Sent entire unit back with *** on May 5, 2023. They will not return my money in the amount of ****** for the unit that was returned. They also took the first months fee of ***** out of my checking account. I thought this would give me peace of mind since I live alone. It did not.

  Business Response

  Date: 05/19/2023

  All of our automated records show that our equipment was working and was tested successfully.  Moreover, we our equipment is free of charge.  We do not have a record of you calling our billing department, and as a HIPPA compliant company we cant release your information to unauthorized parties.  If you need further assistance, please call **************. Thank you, Life Alert.

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 20023861
  
  I am rejecting this response because:I was charged ****** for the equipment.  It was all sent back.  I should be refunded the money for that.  They also charged me the first months monitoring.  They already had everything back.  I was dissatisfied with the ****  It did not come in clear and it did not correctly identify where I was located.  If it had worked properly, I would have kept the system. I did not feel confident that I would have been helped in an emergency.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/22/2023

  We respectfully disagree.  All of our automated records show that our equipment was working and was tested successfully. 

  If you need further assistance, please call **************.  Thank you, Life Alert.