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.

  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

  
• 

  Life Alert Emergency Response, Inc.

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

  
• 

  Life Alert Emergency Response, Inc.

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

  

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:10/21/2022

  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 mom has had life alert for over 20 years and used the same equipment she started with. My complaint is that she has moved to long term care for the past 3 months and the company would not cancel the 45 $ a month charge as they needed the box back. Since I live out of town it was impossible to get to the house to retrieve this box. I told them the home was cleaned out and I was not sure it was even there any more. They wanted to continue charging her credit card the $45 and then an additional $150 for a box that was over 20 years old. Ridiculous
  
  We actually cancelled the credit card and were calling to give them a heads up that the chargers would no longer be paid. They said they would just send paper bills.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/08) */
  There are many discrepancies in this complaint.
  
  As the industry leader, Life Alert was the first medical alert company that upgraded all our customers' equipment, for free, to the new current network.
  
  We made multiple attempts, in multiple ways, to contact your mother to have her equipment upgraded. We did not hear back from anyone.
  
  Upon receiving notice of your mother's change of living arrangements, we provided the steps needed in order to fully close the account. Your family advised they would call back when with the equipment, as they were not available at the time. A family member then advised either YOU or another relative would call us as you were physically closer to your mother's home. Please note, all of our calls are recorded for quality assurance.
  
  We DID NOT receive a call back until two (2) months later! The delay in cancelling was not at our end. Once YOU called us back, we were able to proceed with cancelling this account. Life Alert considers this matter closed.

• Initial Complaint

  Date:10/17/2022

  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.

  ************************** it was recommended we get the Life Alert System for his safety. This past June, ********************************************** helped me make several calls and when we were finally able to reach a representative, on June 30 2022, we were advised to send a copy ***************************************** We were informed they would not charge me for any months past June if we sent this in ASAP and they stated they would be sending the postage paid return box to my home. I sent the requested email with the obituary as an attachment to Life Alert on the same day as this discussion: June 30, 2022. I continued to be billed for the Life Alert System in July of 2022. I called again and sent another email in which I attached the original email along with yet another attachment of the obituary. The equipment was sent back the day I received the return box from the company. Life Alert refuses to refund the charge of $89.85 for the month of July even though they were informed and given verification of his passing in a timely manner and more than once. Taking advantage of************************************************ is abhorrent. I would like my July payment returned to me as all rules were followed accordingly to end this service upon my husband's death during the month of June.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/03) */
  We are sorry for your loss, and we apologize for the delay in cancelling the service. As we advised you on the phone, we did not receive the paperwork needed to cancel. We have since received the documentation and the equipment. To date, the refund inquiries have been fulfilled and the account has been fully cancelled. Again, you have our condolences ********************************* and we wish you the best.
  Very Sincerely,
  Life Alert

• Initial Complaint

  Date:10/04/2022

  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.

  My mom purchased Life Alert in July 2020 and the contract terminates July 2023 the existing contract expires July 2023,. We are requesting permission to pay off the existing contract and return the equipment to your company once you post our check. On the phone was informed cannot accommodate. The system has become more of an annoyance than a help. Today the system went off alerting your company and as a result the paramedics and police showed up and as it turns out*********** not at home when the alert system went off nor when the paramedics arrived. It was a disconcerting event at the very least. The round disc with red alert button did come off the wall several weeks ago and that could be part of the problem. Neither my mom nor myself her son are mechanically inclined . My mom ***************** was never in favor of the service but her sons convinced her of the benefits of the service but at this point she definitely does not want the equipment service in her home . Therefore we are requesting an exception to have such returned to you once we pay the balance of contract to you. We would rather settle such before my mom decides to eliminate the equipment creating other problems . what is the addl charge had my mom disposed of the equipment.? If we cannot come to agreeable terms is there a way for us to permanently shut the equipment off at our end during the period between October 2022 and July 2023? Best******************************
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 8, 2022/10/28) */
  Hello,
  
  As the industry leader in saving lives for over 30 years, Life Alert takes pride in providing the best service to all of our subscribers. We cannot accept payment and not provide our lifesaving services to the customer. Not only is this unethical but it also leaves Life Alert contractually responsible since we have a legal and fiduciary responsibility to get our customer help.
  
  Regarding your other concern, we would be happy to send out an installer, free of charge, to connect your shower button. Please call our Service dept. at ************** so arrangements can be made.
  
  Sincerely,
  Life Alert

• Initial Complaint

  Date:10/03/2022

  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.

  Life Alert refuses to stop billing ***************** account. I did not sign any contract with them. I gave them my bank info to withdraw payments when my sister couldn't and when I requested them to spot withdrawals they refused. They will not accept the documentation ************** to cancel the service and are just praying on the elderly.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 8, 2022/10/28) */
  We advised both you and************ that this account would be closed once the proper documentation was sent and our equipment returned, which we pay to ship back to us.
  
  We provided detailed instructions, including the proper email address to send the documentation to. Unfortunately, the documentation was sent to a different email address than the one we provided, which delayed the cancelling process.
  
  We made numerous attempts to contact you ***************, but our calls and messages were not returned. You finally returned our calls and we made arrangements to have our equipment picked up and returned. Once it is back in our facility, the account will be fully closed.

• Initial Complaint

  Date:09/26/2022

  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.

  On 8/27 I purchased a Life Alert necklace. The day after I received it, I called the company to request a return authorization. On 9/2, I called Life Alert to request a return. They would not agree to return and said I needed to talk to the sales rep, but after I asked to speak with a manager, they transferred me to a man ******************* He approved the return and said they would have *** pick up the item and credit me back. *** came to pick up my item, using the Life Alter's *** label. Life Alter received the item on 9/12.
  
  My charges included: $ 198 and $ 28 on 8/27 and $ 98 on 9/8. The company did not credit me, and I called and spoke to billing who said, they would only credit me back $ 92. I had ****************** call and she received the same information and they would not let her speak to a manager. When she asked why, they said, they will only credit $ 92, and the $ 98 charge after I cancelled was the monthly charge, even though I had called to cancel on 9/2. They knew the item had been picked up using their label, but they charged me. My only recourse was to refute the charges.
  
  This company is a scam ****************
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/07) */
  Life Alert is NOT at fault. We agreed to a full refund and advised you to wait 7-10 business days for the refund to show. Sadly, you didn't wait for the money to be credited and disputed the charges with your bank three days later, which voided the refund from Life Alert! We advised that you now need to wait for your bank to finalize the dispute.
  
  
  Consumer Response /* (3000, 7, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  **** told me to remove the dispute, and they would credit me. I went online and requested ******** to remove the disputes on the three charges; however, one for $98 was not removed. I then removed it and called to let you know, and you said too late - our accounting department won't let us give your money back and you have to work with the bank. This is so dishonest. I had all disputes removed and then they would not pay. Life Alert knows that when you remove a dispute, you cannot request again easily. I spoke to ******** and they are trying to re-dispute. The company already refused to pay $98 for a monthly charge after they had already picked up my device. They claim they cannot credit until they receive the device, but they picked it up, and I had canceled and was not receiving any monitoring. This company is elder scam. I have also discovered that they pay health care providers $ 100 - $ 250 for referring. Hence, the reason that they will not credit back the full $ 198. Be careful buying from them.
  
  
  Business Response /* (4000, 9, 2022/10/17) */
  We respectfully disagree. This matter is now between you and your bank.

• Initial Complaint

  Date:09/23/2022

  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 am submitting this complaint on behalf of *********.
  On or about 8/25/2022 I was contacted by *************, a sales rep for Life Alert. She stated to me that ********* was upset with her bank/credit card account debited by Life Alert. This was confusing to me as ********* already has a monitoring company here in*********-I thought that was who I initially was speaking with. I then became aware that sometime during the last week of 7/2022 ********* contacted Life Alert and initiated the service. ******************************** ******************************************* I explained this to ****** and we agreed to immediately cancel the service and issue a refund for the equipment when returned. Text msgs on 8/25, 9/1 from ****** described "language miscommunication' and "mass confusion here" in dealing with *********. Furthermore, ****** advised that ********* had NOT SIGNED THE CONTRACT. According to ******, manager ***** cancelled the service on 9/1. On 9/5, *********'s card was debited again for $79.90 according to ******. On 9/8 ****** from Life Alert called me and scheduled a *** pickup for the following day. She stated that once the item is received I would get a phone call and the refund would be issued. *** records show ***** receiving the equipment on 9/13. I never received a call. On 9/14 I contacted their refunds department and was told that no refund would be issued. A manager, *************, got on the call and advised that after 2 to 3 days to inspect the equipment, the refund would be issued and that he would call me when completed. I never received a call. On 9/21 ****** called her manager, ***** to assist with this issue. He stated that he could not access the information and referred her to the contract dept On 9/21 ****** attempted a 3-way call with **** from billing. **** stated to me that she would call be right back. After waiting for some time I called back and was told **** went home and her notes show that a manager declined the refund.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Hello, thank you for your feedback.
  
  When you called us to explain the mix-up ***************** we immediately started the cancellation process. The first refund has already been issued and you should see it on the statement, the second refund is still processing and you should see it within 5 business days.
  
  Sincerely,
  Life Alert.
  
  
  Consumer Response /* (3000, 7, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have verified of 1 of 2 refunds issued. Once the larger of the 2, $197.00 is refunded I will summarize and accept the resolution.
  
  
  Business Response /* (4000, 9, 2022/10/17) */
  Hello,
  
  The second refund has gone through on our end.
  If you do not see it on your statement, please contact your bank.
  
  Regards,
  Life Alert

• Initial Complaint

  Date:09/22/2022

  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.

  I had ordered Life Alert and upon receiving their shipment I began the activation process. However only through this process was I able to understand what all the different devices shipped were. In doing this I told them that none of the devices are what I ordered. The device I needed was the wearable device that I can wear at home and use in case I fall. This device was not included in the shipment.
  Theres no explanation of the individual devices so only upon activating them can their function be determined, I did not need any of them. I ordered the personal wearable device which was not shipped. It was Sunday night and I was told that I had to wait until Monday to talk to a representative about this, who would correct this error. I cancelled my order with them and have since returned all the devices to them. I never received the wearable personal device which is what I ordered and the only thing I needed.
  I have been billed for $198.00 which they will not return. This money was deducted from my checking account prior to receiving anything from the company. I have never signed any contract with them. I never activated the system for a personal wearable device which is what I ordered Life Alert.
  When I called the representative who I had placed the order, she mocked me and laughed as she said you'll never get that money back. I asked for the number to customer service to dispute this charge and she gave me the number ************* This is the number to some evangelistic preacher to make donations to his church.
  She also lied prior to my receiving their devices because I told her I wanted something that would detect if I fell and she said that they have been proven to not work. She gave me false information just to get me into a contract with them because they dont offer a personal device that detects falls. My son is witness to this as the call was on speakerphone and she spoke with the both of us.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/09/30) */
  Dear ************,
  
  There seems to be a great deal of confusion and inaccuracies regarding this review. When you called us to inquiry about our lifesaving services, all equipment and protection packages were explained in detail, to which you stated you were very impressed with the service.
  
  You did not request Fall Detection, or we would have clearly explained that Life Alert refuses to offer that service at this time due to the technology being unreliable. As the industry leader in saving lives for over 30 years, we pride ourselves in being the ONLY medical alert service proven to save a life every 11 minutes, and that we will not risk the lives of our subscribers by offering a technology that has not be perfected.
  
  Your son then called at a later time, per your request, and installed the equipment for you. We give our customers all of our contact numbers including the general line number of ************, not
  *************
  
  Lastly, we did tell you a refund check was being processed and should be received within 5-7 business days. Your account is cancelled and we consider this matter closed.

• Initial Complaint

  Date:09/16/2022

  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.

  I called Life Alert and spoke to****** in the billing department on 8/26/22, and requested to cancel my contract, and don't withdraw the $49.95 out of my account on 9/4/22, because I'm unable to push the emergency call button, and he said "I needed to send in a letter from my doctor stating I'm not able to press the call button," which I faxed them the letter on 9/30/22. On 9/12/22 at 9:09 AM I spoke to ***** a man in the billing dept, and I asked for my refund of $49.95 for Septembers bill, which Life Alert withdrew from my account on 9/4/22, and he said "my refund will be in my bank account in 3-4 days," which it wasn't.
  I also notified Life Alert via **** in the billing department at 4:23pm on 9/16/22 of a complaint that I will file with the Better Business Bureau.
  
  
  
  Thank you,
  *********************************************************************
  

  Business Response

  Date: 09/23/2022

  Consumer Response /* (-5, 5, 2022/09/16) */
  I made an error with the date that I faxed my doctors form to Life Alert, and the correct date 8/30/22 and not 9/30/22.
  
  Thank you,
  **************
  
  
  Business Response /* (1000, 6, 2022/09/23) */
  Per our recorded calls, we explained to you that once all the equipment is returned and in our facility the account will be fully cancelled, which stops billing.
  
  Our records show that a refund was processed within 3-4 days, just as we promised. When you called, it was confirmed that the refund had been processed and you would see it on your statement within 5-7 business days, which is the time the banks process the refunds.
  
  Unfortunately, this complaint was posted right after talking with us, while the refund was already on the way, so we are not sure why you posted a complaint when you were confirmed the refund.
  
  
  Consumer Response /* (3000, 8, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Life Alert's billing department told me two different dates when they were going to refund my money, and as of 9/26/22 I still have not gotten my refund.
  
  
  Business Response /* (4000, 10, 2022/09/27) */
  We were consistent in our communication with you and the timeline, which is also stated in our original response. Unfortunately, this complaint was posted immediately after talking with us while the refund was on its way. Please check with your financial institution as the delay is on their end, not ours.
  

• Initial Complaint

  Date:09/15/2022

  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.

  Contacted Life Alert on 9/1/22. Spoke with *****. *************** changed his mind and I contacted ***** the next morning to cancel. He said he would call me back. I contacted the shipping dept. to cancel. The told me to contact *****. ***** called back later and said it might have shipped so to call when we received equipment. Called ***** and he encourage me to install equipment until he could cancel order and someone would contact me with return shipping info. Was not contacted so called billing dept., they indicated they had no record of cancellation and to contact *****. Called ***** and said I wanted shipping label and a full refund when it was returned. He said he wasn't familiar with the return policy and that I would have to talk to the billing dept. He said he would call me back. At the time of this complaint he has not called back and my father has not seen a contract nor did he sign a contract. We feel the business practice of this company are misleading and aggressive. Thank you for you consideration of this matter
  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/26) */
  We are sorry you feel as though you had a difficult time with Life Alert. We do see that you spoke to the correct representatives and the account is now closed. In regards to any billing questions, please feel free to contact our Billing department at *******************
  Thank you,
  Life Alert
  
  
  Consumer Response /* (3000, 7, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Contacted ***** in billing last week, she said a refund was being processed. No refund received. This is just another reason this company is not transparent or honest. Their sales tactics are suspect and the money they spend on advertising would be better used in developing a company that promotes customer service included with their product.
  
  
  Business Response /* (4000, 9, 2022/10/07) */
  As the industry leader, Life Alert is the only company proven to save a life every 11 minutes.
  
  We invite you to go to ******************************************* where you can read over 44,000 testimonials from our happy customers who praise our lifesaving skills, technical knowhow, and our caring Sales Specialist.
  
  We wish you the best of health.

• Initial Complaint

  Date:08/22/2022

  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.

  **************************** billed for 10 months after she was moved into an assisted living facility . Called and attempted numerous times to stop the automatic debit from her account - It has been cancelled as of 08/2022 - have been paying since 11/2021 - Each time, a representative communicated something else they needed -
  Not consistent - ******* is on a very fixed income - Family is having to pay the majority of the 5495.00 monthly account for ************************************** .
  When I called myself the week of 08/15, I was even told the facility was supposed to send in a letter stating Mom is a resident there -
  In all the preceding months , NO ONE mentioned that - My opinion , Life Alert , makes it extremely difficult to cancel - for their company's financial gain . It finally was cancelled this month - It's very stressful moving a loved one into Assisted Living - The continued aggravation of dealing with Life Alert has just been one more frustrating thing to deal with -
  Life Alert also shipped******** a new monitor which she didn't need -
  I shipped it back in 2021 - The original monitor was shipped August if this year - I live out of state - Had to wait until I was back i********** to ship back .
  I
  
  Sincerely,
  **********************************
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 8, 2022/09/09) */
  As all calls are recorded for quality assurance, we have verified that upon the first call to close ************* account, we provided consistent information as to what paperwork was needed and where to send it.
  
  Upon multiple occasions, we made various attempts to contact all family members to help with a speedy closure of the account, but the family was either unavailable or did not return our calls.
  
  When the attempt was finally made to deactivate our equipment, the family advised they did not have it and would call us back with the equipment, to which we never heard back.
  
  The delay in closing this account lies with the family and not Life Alert. We performed our due diligence to assist with closing the account by attempting to contact the family consistently.
  
  This account is now fully closed and we consider this matter resolved.