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.

close

Find a Location

Life Alert Emergency Response, Inc. has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/06/2023

  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 grandmother passed away and I called 15 times to try and cancel the service. I was told a new excuse every time. The cancelation staff was in, then they couldn't transfer me for some reason, this is impossible. When someone passes away the LAST thing you want to do is get a run around from a company. I could not even get to talk to someone in the cancelation department. I was told to call back every time in 20 minutes.

  Business Response

  Date: 02/07/2023

  We are very sorry for the loss of your grandmother.  Our records indicate that you called and spoke with our emergency dispatch center before our standard business hours for customer service.  We have already spoken with you and we are waiting to assist you further in the return of the equipment.  Please call our *************** at ********************* when the equipment is ready for *** to pick up.  Sincerely, Life Alert.
  

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 19339118
  
  I am rejecting this response because: it tells half a story I called for 4 hours and either got hung upon or told to call back. It was well beyond the time frame of business hours. I finally had to chat with the online ******** page to get a response.  Then a very nice gentleman called me today to confirm the equipment return. No one grieving should have to get the run around canceling 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/09/2023

  We are very sorry you feel this way, we did not intend to upset you or make you feel you were getting the run-around. When you contacted our Emergency Center to cancel the account, they gave you the correct department to call and advised you to call back during business hours. They also mentioned that our business extensions were currently experiencing problems.  That *** be why your calls were disconnected.  Please know we do not hang up on people. We have successfully been saving lives for over 35 years and we helped your grandmother over seven times.  We called your family back the same day and left messages. Again, we are sorry for your loss and understand that this is a very sensitive time for your family.
  

• Initial Complaint

  Date:02/02/2023

  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 purchased the "peace of mind" service from life alert about 3 1/2 years ago for my 95 year old father. I have spent about $4000 on the service. Recently my father had a fall very similar to what they show on the advertisements on tv. He fell at night and was pushing the rescue button for 2 hours with no reponse. He finally managed to get to a phone to call for help. He was injured and bleeding and very frightened. When the system in place to protect my father failed, they were not helpful at all and now they have blocked me from contacting them. They have since blocked me from contacting them.

  Business Response

  Date: 02/07/2023

  Dear ******************,
  
  We understand how upset you are and we hope your father is doing better.  It is always Life Alerts goal to protect our subscribers while providing Peace of Mind to the family.  Unfortunately, the equipment had not been tested at origin for over a year, and a signal was not activated on the day in question.  We attempted to look into this matter for you, but you refused.  The account is now closed.  We hope your father has a speedy recovery.
  
  Sincerely,
  Life Alert
  

  
  

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 19318964
  
  I am rejecting this response because: At no time were we told that the equipment needed to be tested. You are heartless! My father laid on the floor for 2 hours pushing the button to get help. Nobody came until he managed to get to his phone to call for help. What your company sold us was a peace of mind that he would always be protected and you failed when it came time that he needed your service to be there. So you actually sold me nothing. I want all of the money that I have paid you returned to me. I am not going away. I have read the complaints on your company and I cannot believe run a company like you do. Your own ex-employees ashamed of the tactics they were required to do. Shame on you!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/09/2023

  We understand that you are upset, but we do notify our subscribers to test their equipment both verbally and in WRITING, as seen in our service agreement.  Unfortunately, you refused to let us investigate the issue.  In addition, we financially assisted you when you needed help in 2021.

  Life Alert has been successfully saving lives for over 35 years. A great deal of our employees have been with us for over 30 years and they take pride in knowing that we are the only medical alert company proven to save a life every 11 minutes.

  Moreover, we have over ****** thousand positive reviews online from grateful subscribers and their family, and many can be read at **************************************************************;
  Your fathers account is closed and we wish the best for the both of you.

  Sincerely,
  Life Alert

  
  

• Initial Complaint

  Date:01/25/2023

  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.

  Dec. 2022. Gave info to Life Alert Representatives. Gave check info, but did not send checks to them. I did not sign any papers. My agreement was only over the phone. The items did not transmit in our hallways, nor signal when one fell. I returned them as directed. Only notice of use was a slight snag on one of the neck cords. No adhesive was removed, nor was any damage done. I am 84 years old, in poor health, and also a widow. The withdrew $198 on 12/22/22 and $1,087.35 on 1/2/12. What can be done?

  Business Response

  Date: 02/08/2023

  Dear Ms. ********************** know that your account had already been cancelled, and a refund was not required since the billing did not go through.
  Please check your financial statements and you will find that those charges were returned to you.
  
  Sincerely,
  Life Alert
  

• Initial Complaint

  Date:01/23/2023

  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.

  12/15 Credit Card was charged $492.00 Today is 1/23 and no refund has been applied to the charge card.Merchandise was returned and Rami in customer service #***************) confirmed Unit # AA439289 was received on 12/25 in an UN-opened box as the customer went to a Assisted Living On 1/23@ 4:40 ********** time I spoke with **** at phone #************** Was rude, disrespectful and kept cutting me off as I was inquiring about the refund.***************** on me to top it all off!Terrible customer service

  Business Response

  Date: 02/14/2023

  Were sorry you feel you had a bad experience with one of our agents.  We were waiting on the proper documentation from you, which we did receive in late January. Please know that a refund was given and it did go through at our end.  If you have any further questions, please call **************. Thank you.
  

• Initial Complaint

  Date:01/20/2023

  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 explored obtaining 24 hour monitoring service from Life Alert. I was told the terms of the agreement, and that no charges would be made to the provided credit card until the contract was signed, and equipment delivered. Upon receipt of the contract, it contained terms and provisions not previously explained as written. When clarification was requested, in writing, Life Alert attempted numerous phone calls to "explain" why the contract was not as restrictive as it clearly indicated. We rejected the contract, and did not sign. Life Alert shipped the equipment without permission or signed contract anyway, and charged the card on file inappropriately. We contacted them to have the charges reversed, and they hung up repeatedly.

  Business Response

  Date: 02/07/2023

  Were sorry you feel you had a bad experience with us.  Although we do not show any agent hanging up on you, we did do our best to explain our services to you.As our representative explained, the initial charge was simply a hold. The equipment is automatically shipped per our protocol, and we did try to reroute the equipment before it arrived at the designated destination. Please know that your credit card was not charged, and the account is closed.  Again, we are sorry for any inconveniences you feel you experienced and we wish you the best.
  Sincerely,
  Life Alert.
  

• Initial Complaint

  Date:01/04/2023

  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.

  Life
  Alert cannot provide service in my area and have terminated service as of December 30, 2022. This also is a "failure to perform" under the contract. I am due a partial refund of December's fee, since I have not had service for most of that month. As of January 4th, 2023, Life alert withdrew $69.90 from my bank account, for January's fee, even though the contract has been terminated. I contacted Life Alert billing department and they are refusing to partially refund December's fee and are refusing to refund the charge for January's fee taken today. Customer service is very poor if you can reach a real person and billing department help is even worse. I am due a refund of of approximately $105.00. I am permanently disabled and am on a fixed income and rely on an emergency alert system, which Life Alert cannot provide. I need to receive the refund due me so that I can find a better provider.
  

  Business Response

  Date: 02/02/2023

  Consumer Response /* (-5, 8, 2023/01/27) */
  To date, I have not heard from Life Alert. I contacted them and was told she would have to speak to her supervisor and she would call back. she never called.
  
  
  Business Response /* (1000, 9, 2023/01/30) */
  At the time this review was posted, Life Alert was working with you to resolve all issues on your account. We also advised on these calls, that once all equipment was received at our headquarters, then the account would be closed and a refund would be provided. We did not receive the equipment until mid-January. To date, we have received our equipment and notified you that a refund has been processed.
  
  
  Consumer Response /* (3000, 11, 2023/02/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The call that i made was after all equipment was received as was verified by the representative that I spoke with. She told me that a supervisor had to approve the refund and her supervisor was not there but she would call me back once she spoke with her supervisor. She did not call back and I was not informed that a refund has been processed.

• Initial Complaint

  Date:01/03/2023

  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.

  We got Life Alert (**) for my 82 year old Mother. We even got the *** indicator. The *** indicator would go off randomly and it would take a long time for ** to respond and allow us to tell them it went off randomly. We were able to mail the *** back. Since then, a similar issue has occurred with the base unit- Which is upstairs and hard for her to hear and then get to in another part of the home. This is a large Victorian home. We called today and they will not allow my mother to return the unit. She does not want it in her house. She wants to send it back and they said she cannot. They said they have to send out a technician to collect it and they will not do that because there is still time on her contract. My mother has had time to attempt to use this service and it does not work the way she wanted. Every time it goes off randomly, even if that is not every day- it stresses her out. They say the fact that they were able to make contact with her makes it a successful test. The will not let her send the unit back. Also, we attempted to use an App to make it easier for her to know the unit was going off and not have to get upstairs to let them know it is not an emergency- and they didn't know they even had an app. They also said the app doesn't work. She will no longer wear the pendant and doesn't want the unit in her home. They are holding an ***************************************************** my opinion.

  Business Response

  Date: 02/07/2023

  Thank you for reaching out to us. We understand that sometimes confusion can lead to frustration -- and we are sorry for any dissatisfaction you and your mother may have experienced. We investigated your concerns and found that our equipment was working as expected.  However, your mother was previously wearing her pendant at a lower position and was accidently setting it off. The false alarms were opportunities for us to test the equipment to ensure it is working at precision accuracy.  All tests came back positive, and Life Alert never charges for false alarms or tests.  Please know that our Marketing App is for ordering a Life Alert brochure, so naturally, our technical service dept.would not be aware of it.  The GPS device was removed from your mothers account and we provided a reasonable discount. If further questions arise,please contact our ************************ at ************.  Thank you.
  

• Initial Complaint

  Date:12/17/2022

  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 had life alert for 6+ years with very good service. My mobile home park was destroyed in Hurricane *** on 9/28/22 and I had to move out of my home in *******, to *********** for now. When I called Life Alert on 12/6/22 to cancel my service, they refused until I returned the equipment. I told them I was 87 years old with lots of ailments and would not be getting back to **, **** miles away, for an undetermined amount of time. My park sustained too much destruction for me to go there now. Life Alert told me to call back when I got back to ** and they would cancel my monthly subscription then. I told them there was no one in my home using the service and I could not keep paying the bill. There wasn't even power to my home to deliver their service for 3 weeks after the hurricane. The woman said too bad, nothing she could do. I asked for a supervisor. I talked to ****** #****. She told me the same thing. I asked for her manager. She told me her manager would tell me the same thing. I said I would go all the way to the top if that was the case. Life Alert is refusing to cancel my monthly service and continues to bill me. I told ****** this was a natural disaster area, and I could not get to my home right now to see if the equipment was even there to return. She said I would continue being billed until I could do so. I told ****** this was very unfair because I am 87, no longer able to drive and have to wait on my grandkids to take me back. She said nothing else could be done. I need help because now I'm in *********** being treated for breast cancer and cognitive impartment. I cannot get back to ********* to retrieve my equipment right now. My grandkids came to pick me up from ******* on 10/7 and because there was no power or water we had to leave quickly, and I could only take 1 suitcase with me. I was not even thinking about Life Alert, having just lived survived a hurricane in a mobile home park.

  Business Response

  Date: 01/23/2023

  We are very sorry to hear of the challenges you are going through both physically and emotionally.
  
  
  
  When your granddaughter called in to cancel services, we explained that the account could not be fully cancelled until we received our equipment. As a convenience and courtesy, we pay to have our equipment retuned to us. We offered a solution to her but your granddaughter declined it and said she would get our equipment to us in January. We have placed the account on a billing hold to help with the situation.
  
  
  
  Please note, Life Alert has updated all of our customer's medical devices, free of charge, to accommodate the newest broadband cellular network technology, therefore, you have the most current and expensive equipment.
  
  
  
  On January 12th, your granddaughter notified us that your belongings were in a storage pod, and she will call us in a few days to schedule a pick up. We are still waiting for her to call us back. Once we receive all of our equipment, the account will be closed.
  
  
  
  We wish you the best of health,
  
  Life Alert
  
  

• Initial Complaint

  Date:12/10/2022

  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.

  We ordered a Life Alert system ********** but as we worked with this company we found their staff to be verbally abusive and only out for our money so we refused to sign a contract and told them not to send any equipment. They had gotten a deposit from us of almost $200 and told us "you're not getting your money back" and hung up on us. I made several calls telling them to leave us alone and not send the system ********* but they took it upon themselves to send it even though they insisted nothing would be sent until we got an email that it was being shipped ( a total lie). We have never gotten any email communication from them other than the contract they continued to send every week which we ignored snd did not sign despite their badgering us. Well as expected they shipped the equipment anyway ********************************* didn't know what to do with it so she asked ********** to ship it back. I made numerous calls about returning the equipment but every time I was told "there's no one here that can answer that ". EVERY TIME.********** finally found an address for the return but as expected .... When he went to ship it *** discovered that address doesn't accept returns meaning there was no way to ship it there. They helped ********** find another branch which did accept the shipment which was confirmed by tracking but because it didn't go to the original address Life Alert helped themselves to $300 from our bank account with no authorization. Please help us. They have no morals and are the most evil company I've ever dealt with. They made it impossible to return an item that we told them repeatedly not to ship and they scammed us. We never received any correspondence from them other than abusive phone calls
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/16) */
  We are sorry you feel as though you've had a bad experience with Life Alert. As all calls are recorded for quality assurance, we verified that a call was made to you at the beginning of your mother's account sign up where you confirmed the service was still wanted and confirmed the shipping information.
  
  Unfortunately, your family decided to cancel the account AFTER the equipment was already in transit to you.
  
  When you spoke with a representative later on, she advised we could schedule**** pick up, and you stated ************ had already sent the equipment back. Although our return address is located on the shipment box label, unfortunately, ************ sent the equipment to an entirely different company, NOT LIFE ALERT.
  
  The charge you received was for our missing equipment. We suggest contacting the other company to possibly retrieve our equipment. Then Life Alert can schedule ***** pickup from your home, free of charge.
  
  Once all of the equipment is back at our facility, then our Billing dept. can speak with you regarding a refund.
  
  
  Consumer Response /* (3000, 7, 2022/12/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The equipment was sent after we cancelled. I made several calls to your company telling them not to send it but was constantly told "no one is here that can help you right now". Once the equipment was sent ********* further calls were made which were made in order to find out how to return the equipment and I received the same response. That no one was there that could answer my questions. You made it impossible to get info on how to return the equipment and**** stated the address on the unit did not accept returns so they helped my brother locate an alternate address and those people who received the unit told us they were a division of Life Alert and the equip would make it's way to you so what is going on here ???? And how can you charge us twice for equip we didn't want and never used ?? Originally I was assured nothing would be sent to us without an email being sent first and no email was ever sent to us. It's not our fault you chose to send equip you were told not to send
  
  
  Consumer Response /* (-5, 8, 2022/12/22) */
  I need to add that 100% I was told that no equipment would be sent when I cancelled with Life Alert the next day after initially speaking with them. I cancelled because any interaction I had with them was horrible and they bordered on abusive. I was told they were in the business to make money and now that they had mine I wasn't getting it back. They never answered any calls about returning the equipment until well over a month later and that's when they went into my bank account without warning and helped themselves to almost $300 only informing me after the fact. The other day********************** received a letter from them telling her to call about paying them for the equipment. So now they're trying to get even more money for equipment we were already charged for twice. This should tell you all you need to know about this company. $500 and never used a minute of their service. How many other people have they done this to ?
  
  
  Business Response /* (4000, 10, 2022/12/27) */
  We respectuflly disagree based on our automated documentation and recorded calls. We have addressed your concerns. If you need further assistance please call our Billing dept.******************* Life Alert considers this matter closed.

• Initial Complaint

  Date:12/03/2022

  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.

  ***** of problem was December 1, 2022. I pay $95.00 amount plus the activation of $150.00. They provided me with the buzzer around my neck, a help button in the shower and the receiving unit in my living room.My problem is----Life Alert states that they received an emergency call from my receiver that is around my neck on 12/01/23 around 5:35 pm. They did NOT call my phone to alert me of this situation. They did call my daughter and they did send emergency to my apartment complex. However, first, my daughter does NOT have a key to enter my apartment. My son who also is registered with Life Alert was NOT called as they said. He does have a key to my apartment. The emergency people could not enter the building nor my apartment. I find this service is of not use since they did not contact me first, could not arrange to enter the building or my apartment and did not fulfill their promise to be available in an emergency. They also misrepresented their company regards the *** which did not provide the service they had stated to me. I am requesting to cancel this agreement immediately and return all their equipment in excellent shape to their company. It certainly is not of any value to me under the arrangements they provide and require them to cancel my payments. Thank You for hearing me out and hope this helps other clients to not be taken by compelling ads. ************************

  Business Response

  Date: 12/08/2022

  Life Alert has been in the business of saving lives for 37 years and established failproof protocols for different situations.
  
  All of our calls are recorded and account notes are automatically date stamped to avoid human error.
  
  On the date of the incident, we called you not once, but TWICE, and both times you did not respond. When the emergency button is pressed and there is no response, we assume the worst. We immediately dispatched authorities as we did not know the gravity of the situation. While this happened, we also called the other contacts on your list, your daughter and son. Your son was also unavailable and your daughter was the only one that responded. Your daughter was let in to your residence by maintenance, which also follows protocol when no other form of entry is available. The entire situation was responded to within our protocol and within an appropriate amount of time.
  
  Our immediate response proves how valuable our services are in an emergency situations.