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:12/03/2022

  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.

  When I called and talked to Life Alert about their service I made it very plan that it was for myself and my wife. I asked about the away alert and if both of them would work at the same time, and I was told that they are seperate units and would work indepently . Then after we set everything up I was told that it would cost more to add my wife to the system to the tune of $95.00 to set it up and another X amount to add her per month. They lied to me about what their system covered. So I want all my money back that they have collected.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/12/09) */
  As all calls are recorded for quality assurance, we reviewed the original inquiry call you made to inquire about our lifesaving services.
  
  On the call, our care manager did ask if you would like to include your wife to which you stated you could share a single account. Our care manager heeded your words and created the account under your name.
  
  As all Life Alert devices are made with the family in mind, your wife and other loved ones would receive the same protection with just your account.
  
  All of the information that was given to you was accurate. We wish you and your family to stay safe and healthy.
  
  Best Wishes,
  Life Alert
  
  
  Consumer Response /* (3000, 7, 2022/12/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After I had set up the system I recived a e mail with some other questions on it about what med I was taken, and that was when I called and asked about paper work for my wife, and that was when I was told that it would cost another $95.00 to add her to the account and it would cost I think they said another $15.00 a month to add her on. That was when I disconnected everything and contacted the ***. I would still like my contract cancelled with this company and all my money refunded
  
  
  Business Response /* (4000, 9, 2022/12/13) */
  Please feel free to call our Customer Care dept. at ***************
  
  
  Consumer Response /* (4200, 11, 2022/12/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  At this time all I want is the contract cancelled and all the money refunded.
  
  
  Business Response /* (4000, 13, 2022/12/19) */
  Please feel free to call our Customer Care dept. at ***************

• Initial Complaint

  Date:11/21/2022

  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.

  On August 9, 2022 *************** persuaded me to purchase the Life Alert Monitoring Service. Being under the impression that I could cancel at any time I agreed. On October 31, 2022 I called ****** to cancel because my 89 year old mother no longer needed the service nor did she want it. My sister and I are providing 24/7 care for her and she is unable to walk without difficulty, so therefore she is pretty much bedridden. They told me that she had to have been admitted into a nursing facility or dead. I have placed calls either to ****** or to headquarters customer service on 11/4, 11/7, 11/9, 11/10, 11/11, 11/14, 11/15, and 11/16. Each time I talk to ****** she says she can't do anything. It would have to go through headquarters. Headquarters will place me on hold for as long as 33 minutes and then transfer me back to ******. ****** has since refused to answer my calls. Customer service keeps telling me that they have a signed 3 year agreement for which I am paying $79.90 a month plus an initial payment of $197.00. When I told them that I did not sign a contract (because it is still in the original box unsigned and was definitely not sent back to them for their records) they say it was signed by an email signature. I have had no correspondence with them through email. The Life Alert customer service and ****** have dragged out the process of canceling the service for weeks but they will not allow me to cancel. They simply refuse to resolve the problem. I called again later in the day on 11/16 and asked for a copy of the signed agreement. I asked if they could send it by email but they said they could not use email but would mail it to me that day. Funny they couldn't use email for this request but could for a signature. Today is 11/21 and I have not received the mailed copy yet. I do not want any refund for money spent, just a cancellation.
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/12/01) */
  Unfortunately, this review has many discrepancies. When the account was processed for your mother, all contact was made with you. This information included options on how to close the account, and the request for the documents to be sent to your email. You were notified multiple times regarding our 36-month price guarantee service agreement and the details of our cancellation clause.
  
  As the docu-sign is a locked document that can only be signed by the receiver, there is no possible way the form could be signed by anyone who does not have access to the email.
  
  We have since worked with you and a resolution has been met.
  
  
  Consumer Response /* (2000, 7, 2022/12/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This was the only option for me to be released from the agreement. I just wanted it over with.

• Initial Complaint

  Date:11/18/2022

  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.

  Please see attached
  Click here to Get the File - use the Password:*********
  *****************************************************

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/12/01) */
  We attempted to resolve this issue but you refuse to take our calls. We strongly recommend that you return our calls so that we can bring this matter to a conclusion.
  
  Consumer Response /* (3000, 11, 2023/01/05) */
  **See attached**
  
  
  Business Response /* (4000, 13, 2023/01/11) */
  Our response is in writing. We attempted to resolve this issue but you refuse to speak with us. Again, we strongly recommend that you call us so that we can bring this matter to a resolution. Otherwise, we will have no choice but to consider your complaint closed.
  

• Initial Complaint

  Date:11/17/2022

  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.

  Please see attached.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/30) */
  When you called Life Alert, we tested your equipment and verified all was working properly on our end. Our agents also transferred you to a supervisor, where they explained the same information. We tried to come to an agreement on your account with you, but you become upset and disconnect the calls. All the equipment has been returned and the account has now been fully closed. We wish you the best of health.
  Sincerely,
  Life Alert.

• Initial Complaint

  Date:11/12/2022

  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.

  My father has $89.85 / mo deducted from his checking account every month for a Life Alert system. He has been moved into a nursing home. He no longer needs the Life Alert system. They won't let me cancel the service without a Power of Attorney (I don't have this). I am joint owner of his checking account, not POA.
  

  Business Response

  Date: 12/15/2022

  Consumer Response /* (-5, 9, 2022/12/02) */
  My father, ************, who has since deceased, is the customer. ************** is the phone number that calls up the account.
  
  ***************
  ******************
  
  
  Business Response /* (1000, 10, 2022/12/05) */
  Unfortunately, we did not received the appropriate paperwork from you until now. Our Relations dept. has been calling you and have left you messages. Please call our Relations dept.*********************** so we can assist you in this matter.
  
  
  Consumer Response /* (-5, 11, 2022/12/06) */
  The bank statement is attached. I highlighted the debit withdrawal. Thanks,
  
  *********************************
  
  
  Consumer Response /* (3000, 13, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have already called your company multiple times. My dad has now passed so he no longer needs the service. I can provide a death certificate if that makes it easier for you to stop billing him.
  
  
  Business Response /* (4000, 15, 2022/12/09) */
  We are very sorry for your loss.
  
  Our records show we have already been in contact with you regarding closing this account.
  
  Our thoughts are with you during this difficult time.
  
  Sincerely,
  Life Alert

• Initial Complaint

  Date:11/08/2022

  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 this device for my mother ************************ It came to my attention that when someone is having ******** they are not lucid enough to realize they need help . I called life alert and explained my situation . I requested that they add fall detection to my service to protect my mother . They responded that they do not offer fall detection service . I found this to be strange since they claim to be the leader in this industry . I explained that a call button is not enough to protect my mother during a ****** since she is unable to push the button . I further explained that her circumstance requires fall detection so since they can't accommodate my circumstance I will need to cancel their service . They informed me that I was locked in their contract and they would not consider my needs . My mother has since had a second ****** while wearing the life alert device .luckily she was in the bathroom at her dentist . She was unaware of her situation in the moment and failed to press the button to call for help . This validates my position that the life alert service is not suitable for my mothers needs . There is no point in retaining an emergency service that can't provide help when needed . My mother lives alone and is in constant danger of having another ****** . I feel that given our situation Life alert should cancel our contract and accept the return of their useless equipment . If my mother has another ****** this device can't help her . When I called and explained our situation the person on the other end of the phone refused to let me speak to a manager or supervisor I am at a loss . What should I do now ? I plan to order her new equipment with the fall detection from another company but I don't feel like I should have to keep this equipment and service anymore
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/22) */
  Life Alert has been the industry leader for over 30 years in saving lives and one of the reasons why we are proven to save a life every 11 minutes is because our customers are given the best cutting-edge technology available.
  
  Life Alert will never offer a product that will comprise the lives of our customers. If you read the fine print of the companies that offer Fall Detection, you will see that they still require the customer to push the button and do not guarantee the Fall Detection will work, or not produce false alarms.
  
  Furthermore, depending on the fall of a person, or whether a person who had stroke was already sitting down or lying down, the fall detection may not go off, rendering the service useless. This information was provided to you when you called us. We did advise of the different ways to close out an account and the call was ended after you stated no further help was needed, you did not request to speak to a higher representative.
  
  Since that date, however, your mother has been regularly testing the equipment and has not advised of her want to close her account. If further questions arise, please call our Customer Care department at ****************** where a representative will be happy to assist.

• Initial Complaint

  Date:11/03/2022

  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.

  On 10/26/2022 Life Alert illegally charged my ***** credit card. I made a one time payment for my mother on the account a few months prior and then they charged me $500 due to lost equipment without my knowledge. I asked them for proof that I authorized reoccurring billing and they were unable to do so also they didn't provide me with who authorized the charging of the card.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 8, 2022/11/22) */
  Information regarding the missing equipment fee was provided to you on the last call you made to Life Alert. We advised that we would refund your credit card once a different payment was provided for the missing equipment. We also did advise who authorized the charge and provided you with the manager's name. If you need further assistance, please call our billing dept. at *******************

• Initial Complaint

  Date:11/01/2022

  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.

  In the second half of 2021 we signed up my mother for the service for one year. We were told we could renew each year and cancel at any time for any reason. Once the first year was coming to an end the company contacted us for renewal to which we declined and told them to cancel service. They informed me we could not cancel as we signed up for three years. I asked them to email the contract I supposedly signed to which he stated they would do but we still needed to pay and could not cancel. I told them I would not pay as I had not signed up for three years and even if I had I could cancel at any time. they sent a few more past due bills, but I never received the email. I assume the billing department decided to contact my elderly mother to get their payment as she called me upset that she had given her checking account information to pay this bill or she would have a bad credit rating. I am beyond furious as I paid for this service initially and they took advantage of my mother and took the money from her account. I called bank to dispute the charge. I want my mother's money back and this service cancelled ASAP. I would never recommend this company to any one.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 8, 2022/11/22) */
  After reviewing our recorded calls, we respectfully disagree with you. When your wife called us to order the service, we thoroughly went over the details of our Price Guarantee Service Agreement.
  
  After ordering our service, we followed up with multiple calls confirming the terms and conditions of our Agreement before the equipment was sent. Our agreement also lists all pertinent details such as, term length and cost, in large bold font at the top for easy viewing.
  
  Please feel free to contact our Customer Care dept. at ************** if you need further assistance.

• Initial Complaint

  Date:10/30/2022

  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.

  *************** purchased a life-alert subscription several months ******************. He purchased this for himself and put me on it as a secondary. I did not sign any paperwork or give consent for anyone to sign the documentation on my behalf. I have offered ***** certificates and shipped back all their equipment (I have a receipt of pickup from ***). The company continually harasses. Customer service has continually harassed me and told me lawyers would be more expensive than just paying the rest of the contract that I didn't sign.
  
  I have not signed anything myself and I want the harassment to stop.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 8, 2022/11/18) */
  We are very sorry for the loss ***************. Life Alert has been working with families in your situation for over 30 years, so we do understand the emotions and anger a family goes through during difficult times.
  
  As a reminder, we provided steps for you to have yourself removed from the account, and when you called to cancel we attempted to explain the protocol for closing the account, but unfortunately, a family member came on the line and proceeded to scream and threaten us.
  
  We called you back multiple times to assist with this matter, but our calls were not returned. When you did call us back we proceeded with cancelling the account, which is now fully closed.
  
  Again, we are sorry for your loss and wish you well.
  
  Sincerely,
  Life Alert.
  
  
  Consumer Response /* (2000, 10, 2022/11/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  My husband was in bed over 90% of the time and one day I went to his bedside and a Life Alert commercial was on his tv; he asked me to call the number so he could arrange with them a way to get help in an emergency. After he signed up I felt at peace leaving the house to run my errands ... grocery, church etc. After he passed about 3 months later, I had a problem voiding the 3 year contract - -- but hopefully it is resolved now.

• Initial Complaint

  Date:10/26/2022

  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.

  **************************** On May 6 notified life alert ************. Sent image********* certificate on May 20. Life alert then withdrew money from her account several weeks later for renewal of services. They have repeatedly refused to issue a refund and are now calling me multiple times wanting the equipment returned but refusing to refund the money they took.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/10) */
  All of our calls are recorded, and our electronic files are automatically date stamped with notes to avoid human error.
  
  Life Alert was only notified ************************ in August of this year, not May. When a supervisor tried to assist you with the cancellation **********************************, and also harassed our dispatchers so we had to get help from the police.
  
  We are still waiting on the return of our equipment and paperwork from you so we can proceed with cancelling this account. Please contact us at***********************