Business Profile

Medical Alarms

Life Alert Emergency Response, Inc.

Headquarters

Complaints

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

Customer Complaints Summary

194 total complaints in the last 3 years.
67 complaints closed in the last 12 months.

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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:04/08/2023
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 am 94 years old. I signed a three-year contract with Life Alert at 91 years of age, for three years' duration. I no longer want or need the service once this term is up, as I have family members caring for me. Life Alert won't let me return the device and end our contract this summer as per my understanding and our contractual agreement. It says I have to keep paying $60/month and that it will automatically renew the contract unless I die or get a doctor's ****** to certify I am entering a nursing home. This is unconscionable, costly to me, and upsetting me terribly. I feel abused. Please help me.
Business Response
Date: 04/14/2023
We believe there may be a misunderstanding, but are more than happy to assist in clearing up any confusion. As per our recorded calls, your daughter called in to advise of your change of living situations. We advised of the appropriate paperwork needed in order to release liability of our agreement. Your daughter then decided to keep the service until you move in August. If there are any questions in regards to your account, please contact our ************************ at ****************** where a representative will be happy to assist.
Initial Complaint
Date:04/05/2023
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.
My housekeeper damaged the cord to my Life Alert device a couple of days ago. I called Life Alert immediately and was told that someone would come and fix the device that evening. No one came that evening or the next day, and so I called Life Alert again. This time I was told that I needed to replace the battery and that they would mail me one in two or three days. How they knew the battery needed replacement I have no idea (since no one from the company has ever showed up to inspect the device).After my initial call to Life Alert my bank account was debited $45.00. This was an additional charge for the repair, I assume, since my monthly payment had already been made. As to date (three days since the incident), no one has come to fix my device and I have been left without any service.
Business Response
Date: 04/11/2023
There seems to be some confusion which we are very happy to clear up for you. Per our recorded calls, when you called - an agent advised that we will be mailing a cord to you and it should arrive within a few days. It was recommended that you use our GPS on-the-go device that doesnt require a cord so that you remained protected with our lifesaving service. You authorized the cost for the new cord. After you received the cord, you called us back asking to have someone install it for you. We made arrangements for a handy person to come out to assist you. That person arrived the very next day, and you were once again fully protected with all of our lifesaving devices. We hope this clears up any misunderstandings you may have had. Sincerely, Life Alert.
Customer Answer
Date: 04/12/2023

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:03/31/2023
Type:Customer Service 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.
Contacted the, to put it in my fathers condo around February 13th. They charged me ****** and ***** on that date. They explained everything to me and told me if circumstances changed with my dad what they would do including if he passed away our money would be refunded. A couple days later my father took a turn for the worse and we realized he would not be coming home. I called and told them and they said to hook it up anyway in case he got better. Against my better judgment I did and they charged me ***** on march 3rd. He passed away on march 17th never using this service. I called and then they said we only get our money back if he died after pressing the button. That was never said at the time of purchase. I dont think we should have to pay for this service as I never wanted to activate it in the first place due to my dads rapid decline
Business Response
Date: 04/11/2023
We are very sorry to hear of the passing of your father. We understand how emotionally difficult and confusing a time like this can be. Life Alert is the only medical alert company that offers a Lifetime Guarantee which states if our subscriber dies at home alone, we will refund back all the monies paid to us. A refund has already been processed on your fathers account. If you have any questions, please call our billing dept.at **************, so that an agent can assist you.
Very Sincerely,
Life Alert
Customer Answer
Date: 04/12/2023

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.

las long as I receive the refund, if I dont, I will proceed.
Sincerely,

*************************
Initial Complaint
Date:03/30/2023
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.
Retuned equipment 12/28/22. Called for refund of prorated balance of 3 year contract on 1/18/23. Never received refund. Called again on 1/28/23, 1/30/23, 2/28/23, and 3/13/23 and 3/28/23. The refund should be for $350. They claim to have mailed a check, but to the wrong address. Still looking to see if they can stop payment on that check and reissue. It has literally taken 6 hours of my life so far to speak to a customer service rep and get no where. Account AA376903
Business Response
Date: 04/10/2023
We are sorry for any frustration you may have experienced. A refund check was sent to the address we have on file. After talking with you, we stopped payment on that check and issued another one that was sent to the address you gave us. If you have any further questions, please call our billing ***** at **************.
Thank you,
Life Alert
Initial Complaint
Date:03/15/2023
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 ORDERED LIFE ALERT FOR MY DAD AFTER HE HAD KNEE REPLACEMENT MY SALES REP **** NAME WAS ************************* SAID THAT WE CAN CANCEL AT ANYTIME AS LONG AS WE RETURN THE EQUIPMENT.I HAVE IT IN WRITING BUT NOW THAT I WANT TO CANCEL THEY ARE SAYING WE CANT CAUSE WE SIGNED A CONTRACT WHICH I HAVE TEXT MESSAGES FROM THEM SAYING ITS NOT A CONTRACT ONLY AN AGREEMENT THAT I WILL RETURN THE EQUIPMENT .NOW HE DOSNT ANSWER ANY PHONE CALLS OR TEXTS
Business Response
Date: 03/21/2023
Hello,
Thank you for reaching out to us.
Although our *********************** Agreement does have a cancellation clause, we do not have anything in writing based on what you noted in your review. We have had a representative reach out to you and have assisted you with your concerns.
Sincerely,
Life Alert
Initial Complaint
Date:03/11/2023
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 have a LifeAlert account set up for my mother. She no longer needs or wants the service. I called in to cancel. They said that the contract is for another 2 years, but if I send notice now I can get out in 1 year. That's kind of scammy, but I can live with it.The problem is that they would not let me cancel by phone. They gave me an email address to send an email requesting cancellation. That email address is ************************************ I found out (and you can as well if you just send an email there) that this email address does not actually exist.So, to recap:1. They won't cancel by phone.2. They give an email address to send a cancellation request 3. That email address does not exist.4. This is a very effective runaround at keeping people from canceling.I would like to end my contract with them, even if that just means starting the 1 year clock to end the contract early (which their policy allows). More importantly, I would like to see them stop giving other people the runaround like this.
Business Response
Date: 03/16/2023
Thank you for your review. The email address ********************************** is a working email address, and we test and check it regularly. Our records indicate you were successfully able to send in the requested documentation to the email we provided. Upon the call you made to request the early closure of your mothers account, as a COURTESY our Billing agent worked out a SOLUTION in YOUR FAVOR and all we asked for is the proper documentation to be sent to release our liability. An SMS was sent confirming where to send the needed documentation. This information was then verbally verified while our agent was still on the call with you. Our records show that the same agent has called you in regards to the letter we received, but you were unavailable at that time. For further assistance on this matter, please call our ****************** at ****************** or email us at **********************************.
Initial Complaint
Date:03/07/2023
Type:Sales and Advertising 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.
On December 26, 2022 I called Life Alert Emergency Response ************** for a free brochure noted in their advertisement in a magazine. The representative I spoke with first of all wanted to know if I was getting this for someone else or myself. I told him myself. Then he wanted to know how I was going to pay. I told him I would be paying with a credit card. He asked for credit card number. Gave him the number. He checked the number and came back and said there was mistake and asked for number again. During this time there was no mention of the free brochure I was requesting even though I asked him several times about the free brochure. Instead, he went into all the aspects of the Life Alert System; the console, the necklace, the pendant gps unit, the help button and the three (3) year contract Rental Agreement. I asked him about the pendant gps unit which is used outside, and told him I did not need this since I already have "Onstar"in my vehicle. He told me this was for use outside, not in the vehicle. He also said that I had to take the complete package of the four (4) items. The representative also advised me this could be deducted on my taxes as durable equipment. I checked and this is not true. The government has no credits for this. If you have ******** Advantage Plan, the plan may make the monthly payments. During this entire time there was still no mention of the "free brochure" I was calling about. I don't know how long I was on the phone with the representative but, before I knew it, I was told I had already authorized him to charge my credit card for $98.85 per month for the rental of the equipment for three (3) years. I said, "hey wait a minute, I thought you were going to send me the free brochure". The reply I received was, "don't worry, you are in good hands". I did not verbally authorize him to charge my credit card.
Business Response
Date: 03/16/2023
As all of our calls are recorded for quality assurance. Our records indicate you called into our toll-free brochure line *************** ) and provided the mailing information needed in order to have our free brochure sent to you, which was sent to you the following business day. You then agreed to be transferred to a Care Manager who happily explained our service, plans, prices, and *********************** Agreement. You willingly signed up and provided your credit card to enroll into our lifesaving service. Two confirmation calls were placed to you before we shipped the equipment, where you confirmed the order, cost, and terms of our agreement. Moreover, you received and installed the equipment a week later, and then you sent in the service agreement four days after installment indicating you were aware of the purchase. The good news is that you have tested your emergency device two weeks ago and our wonderful dispatch centered answered quickly. We hope it gives you peace of mind knowing that you are protected 24/7 by Life Alert, the only medical alert company proven to save lives.
Customer Answer
Date: 03/17/2023

Complaint: 19552683

I am rejecting this response because:

Sincerely,

***************************
Business Response
Date: 03/21/2023
Per the advertisment you provided, you called into our toll-free brochure line and gave the mailing information needed in order to have our free brochure sent to you, which was sent to you the following business day.
You then agreed to be transferred to a Care Manager who happily explained our service, plans, prices, and *********************** Agreement. You willingly signed up and provided your credit card to enroll into our lifesaving service.
We hope it gives you peace of mind knowing that you are protected 24/7 by Life Alert, the only medical alert company PROVEN to save lives.
Initial Complaint
Date:02/22/2023
Type:Sales and Advertising 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 had life alert for my grandmother. I paid $89 per month. She passed away in September of 2021. I informed them of this event, asked them to cancel the account. They kept trying to transfer me from department to department but I simply did not have the time. I had 2 sick elderly parents, a dead grandmother and a funeral, house , etc to take care of. I just recently realized they kept charging me, a total of over $1800 dollars. I called the company, asked them to refund. The equipment was never returned. I dont even know where it is. In the flurry of cleaning out and selling the house, it was misplaced. On February 20 of 2023, I produced her death certificate. Now Ive been informed that not only do they want to keep the $1800 they want me to pay an additional $500 for the equipment. This is unacceptable. I thought they were a decent business but obviously they wish to prey on families with sick and elderly family members. Its disgusting.
Business Response
Date: 03/16/2023
This review is not true. We have documented calls asking for you to call **!Each time we tried to transfer you to the appropriate ***** to cancel this account, you refused and said you would call us back. You did NOT call us back. Instead, we kept calling you. While your grandmothers home was being cleaned out, our equipment was activated and our emergency dispatch center called immediately. We advised that the family would need to call in to ensure the proper closure of the account and we provided the appropriate numbers and extensions. This information was also provided either by Voicemail or verbally to all other contacts on the account. Although we did not receive all of our equipment back from you, we have closed the account.
Customer Answer
Date: 03/17/2023

Complaint: 19451891

I realize that you were not called as you mentioned. Again, extremely busy with a dead grandmother, 2 sick parents and a funeral to plan. You clearly knew she died because I told you. I said to deactivate the equipment. You kept charging me for 18 months. Really? You didn't think, 'hey, this person is dead, we were informed, so maybe we should not charge them anymore?" It is ludicrous. Refund my $1800.

Sincerely,

*************************
Business Response
Date: 03/21/2023
Although you did not call us back, talk to us when you had the opportunity, and did not return all of our equipment, we cancelled the account anyway.
Life Alert considers this matter closed.
Initial Complaint
Date:02/10/2023
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.
I ordered life alert and gave them the wrong credit card number so the next morning I texted the man I talked to so stop the transaction. I had already been charged for the box and buttons so I told him I wanted a refund. He told me they already shipped the stuff out And I would have it by that Friday. That was on January 18th and I still have not received anything from them or gotten my money back. I feel this is thiefs. Im disabled and dont have much of a check to live on. They took ****** for box and ***** for shipping. And have nothing!!! I was told I would get a contract by email to sign, never received it eather
Business Response
Date: 02/20/2023
Dear *******,
We have researched your review and see that your order was cancelled before it was finalized. You were not charged,the equipment was not shipped, and the agreement was not emailed to you.
We hope this clarifies the confusion.
We wish you all the best.
Life Alert
Customer Answer
Date: 02/21/2023

Complaint: 19380892

I am rejecting this response because:
On January 17th ****** and ***** was taken out of my account for the box and for shipping. I never received anything for the money they charged me. I texted *********************** in ******* and never got my money back.
Sincerely,

*******************************
Business Response
Date: 03/03/2023
We do not show any charges at our end, and we pay for shipping so you would not have been charged for shipping.
However, we welcome you to call our billing ***** at **************.
Life Alert.
Initial Complaint
Date:02/09/2023
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.
Our father has been on hospice with 24 hour care from his daughter, the full time caretaker, for the past 3 months. At no time has our father been without 24 hour care. We signed up for Life Alert as a family. No medical professional had any hand in this taking place. When we wanted to cancel Life Alert due to our father having 24 hour care, we were told a doctor had to say he no longer needed Life Alert. This documentation was received from our father's primary physician and sent to Life Alert via email on 2/8/23. Today, 2/9/23, our father passed away. Life Alert called our cell phone and stated we needed more documentation. When explaining to the "supervisor" that we did in fact email the doctor's note yesterday and as of today, our father is now deceased, he continued talking over us and ******** us about the doctor's note. When we asked to speak to his supervisor, he stated he was the supervisor and there would be no one else to speak to except for him. He was very disrespectful, which made us very upset as we are already under stress losing our father today. This "supervisor" has absolutely NO customer service and should not be answering calls and dealing with families when it comes to those needing Life Alert. I would never recommend this company based on the man I had to deal with and the fact that this has been such a hassle to cancel. This company continues to take $89 a month from our father's account.
Business Response
Date: 02/15/2023
We are very sorry for the loss of your father. We understand that this is an emotionally difficult time for you and your family. Life Alerts goal is to assist you during this trying time, not to make matters more stressful. We had a manager reach out to you personally to assist with this issue. Please know that the account is on a billing HOLD, and once the equipment is back at our facility, the account will be closed. Again, our condolences over your loss.

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Life Alert Emergency Response, Inc. is BBB Accredited.