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.

  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.

  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:03/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for life alert and never signed a contract. It doesnt work how I want it to and Ive been trying to cancel the service since last week. I call and get transferred around everywhere and finally end up with a message machine to leave a message and somebody will call me back. Nobody ever calls me back, even after asking for a supervisor. I am paying for something I dont want and feel they are taking advantage of elderly people. This whole thing is a scam and I just want to get rid of it

  Business Response

  Date: 03/11/2025

  Thank you for reaching out to us.  Our records show that when you called us to order our service, we shipped our equipment to you and it was installed and tested perfectly.  We have been in contact with you and have addressed your concerns.  If you have any further questions please call our ******************* at *********************.  Thank you.

• Initial Complaint

  Date:03/03/2025

  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 no longer need the Life Alert but they wont allow cancellation for 36 months. At the time we ordered life alert it was desperately needed. But now my wifes health has vastly improved so that the life alert system is no longer needed. So if we cant cancelled, the equipment will sit in a box unused for the next 30 months. This sounds like a spam company that only wants my money not my needs. This company charges way more then any other alert company so why have a 36 months contract.

  Business Response

  Date: 03/05/2025

  Hello, we are happy to hear that you think you dont need our service anymore, but please know that perfectly healthy people have our lifesaving devices in case of an **********************.  We find it disappointing that you ordered our services when you were desperate, knew about our agreement, willingly signed up with us, and then accuse us of being a scam company when you want to renege on your commitment, we are very sorry you feel this way.  We have already been in contact with you and are working on a win/win solution.

• Initial Complaint

  Date:02/25/2025

  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 sent me a button to push that goes around my neck. The button works but was lost due to the shoestring it was attached to.The first ***** I spoke to was so UNBELIEVABLY ABUSIVE and HORRIBLE NASTY. She even hung up on me at approx. 4:40 ******, this is the way LIFE ALERT treats their elderly.I will post this on FB etc. and thru my friends at ***********They want to charge me a fee for replacing when obviously it's their fault for shoestring to hold button around neck. WHAT????This is no my fault. It should have been placed on a sturdier chain or wheaver. NOT A SHOESTRING What the heck kind of Corporation is this that the elderly pay for?I spoke to *** at approx. 4:45. I was to get a phone call back from a manager/supervispr. I still have not at 5:30 p.m.I am not at home in the mornings.Thank you

  Business Response

  Date: 03/06/2025

  Thank you for reaching out to address your concerns.  We have listened to the recordings and disagree with this review.  Not only was our agent nice and accommodating to you, we have a recording of you being abusive and nasty by calling us names, insulting us, and threatening us.  We did have a supervisor contact you, and helped you to your advantage, and yet you posted this untrue review.

• Initial Complaint

  Date:02/15/2025

  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.

  Following a fall with left ankle fracture (7/3/24) we purchased the LifeAlert system. Despite multiple attempts at device activation in multiple rooms in the house, I could not hear or communicate with the remote staff (the sound was unclear and mostly unintelligible/ESL). This was not acceptable for my situation and I and my daughter (who is a nurse practitioner) repeatedly told the LifeAlert staff during this unsuccessful activation session which took at least an hour. ***************************.We were told to return the device. We expected a full refund for this unacceptable system. Were were only refunded a partial amount for September 2024 ($38.96) We were not refunded for the device ($247.00) which we returned immediately at their direction. This is according to their contract which they are in violation of as they could not successfully activate their device. They have refused our refund request despite multiple calls/requests. **********9/13/24 $247.00 (NOT refunded)9/19/24 $38.96 (refunded)LifeAlert ************ (Assertive) enrollment **** ext 4169 Manager ***** ext 4104 Billing supervisor ***** ext 1211 Billing manager **** ext 1213 They should have extensive notes on my account.

  Business Response

  Date: 02/26/2025

  Hello, thank you for this opportunity to clear up any confusion. 

  When you called us to order our lifesaving services, we noted multiple times that there is a non-refundable fee of $247.00 paid upfront for set-up and programming the system, which needs to be completed before our equipment is sent, free of charge.  During the install and set-up phase,our devices were activated successfully and worked as expected, but there seemed to be some challenges with your hearing aids.  You decided to cancel services, and we refunded the prorated amount that was paid for the first month.  We hope this information elevates any misunderstandings.
  

  Sincerely,

  Life Alert.

• Initial Complaint

  Date:01/23/2025

  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.

  Nov. 18, 2024 ****** ********, my friend and I am ****A. for left her home and went to an assisted living facility in town.Once she moved we notified Life Alert to return their equipment. Instructions were given to us and we sent the equipment back through ***. When Life Alert received the pkg. back they noticed we failed to include a HELP Button from the shower. We overlooked it. We sent it back to the company, **** signature required. We received a postcard back saying it was signed for but there was no signature. I requested a signature return from the **** and received one. Now I notify Life Alert to return the $195.00. I could not speak to anyone there. All I got was elevator music with an ad you see on TV about how wonderful Life Alert is. I tried for days with no success. This is ******** money and it's return was promised when we returned that help button. I have the needed documents on my cell phone but hesitate to try to remove them for fear I'll lose them. I'll get assistance if need be.

  Business Response

  Date: 01/28/2025

  Hello, we understand your frustration with ****, but that is a separate company, in which we have no control over.  Once we received the missing device, the refund was processed.  This account is now closed.
  

• Initial Complaint

  Date:01/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Equipment literally fell apart into four pieces I have now made 5 calls and they continue to bill me for broken equipment I no longer have trust and faith in this shady business that locks you into a 3 year contract even when equipment has broken Agents were insulting and rude. I think they do not even care about seniors

  Business Response

  Date: 01/20/2025

  Thank you for reaching out, we take any inquires about our equipment seriously. We respectfully disagree with this review as our recorded calls indicate something different.  What you are describing is not possible with our devices, but unfortunately, you either threw away our device or lost it and we are not able to investigate this matter due to the missing device.  Moreover, we have been working with you and making follow-up calls to you, and each of our representatives, including a supervisor, was very nice and accommodating to you.  

• Initial Complaint

  Date:01/08/2025

  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.

  In Feb 2024 I sent back the tracking device along with the panic button and only wanted the regular service with the button around my moms neck. This would have lowered my moms plan by at least $20 per month. Life alert called me in the early morning of Oct saying they couldnt reach my mom and the gps device was beeping. I was panicking because I live a half hour away. They said the device was in ********! She lives in ********* and hasnt traveled in years. She is 93 years old. They never adjusted the payment they said they only received the one device and not the **** I explained to them if I didnt return both how would the *** be going off in ********!! They say she is locked in for three years and they are charging her for her gps upgrade because they claim they never got it back. I mailed both panic button with gps in a secure package at the post office

  Business Response

  Date: 01/10/2025

  Thank you for reaching out to us.  We understand your frustration, we are frustrated too as our equipment is expensive.  As you already know, we only received one device,and the other device was being pinged in a different state. This clearly shows that it was not delivered to us. We recommend contacting your local USPS,give them your tracking number, and have them investigate this matter by opening a tracer on the lost item. In our experience, sometimes a carrier might open the package and remove the device for safety reasons.  Other times,the package may not be secure enough and items can fall out.  These issues happen periodically.  Please know that when we did receive one of the devices, your account was discounted. Please let us know if we can be of any further assistance.

• Initial Complaint

  Date:01/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July, we initially inquired about the Life Alert system for my then 95 year old mother who was staying an hour away from her closest family member. We spoke with a sales representative by the name of *****. She told us we could cancel our contract at any time, she also informed us that if we cancelled within the 3 months we'd get a refund for anything we paid (except the deposit). In September, we made the decision for my mother to live with me and my sister. I reached out to inquire about cancelling and got no response. I tried on several other occasions and spoke with a "supervisor" by the name of ***** who was less than helpful, and honestly very rude. Being informed that we could not get out of our agreement unless she was in a nursing home or had passed. Now, I would not sign a 3 year contract for a 95 year old woman when we didn't quite know what we would be doing. However, I was told I could cancel. After several internal conversations, my daughter called and got a gentleman, who rather quickly transferred us to "our account manager", has he informed us. ***** got on the phone, he was asked if he was our new account manager as the one we had been dealing with became unresponsive months ago. We were told no, he was the "supervisor". He was asked several questions, none of which he answered, and instead repeated the same line, he signed a 3 year contract, he was told 3x in our process that there would be said contract. He did not offer any other insights other than the service worked for more than just the elderly (which does not concern us, as 1, we live in the middle of nowhere and 2, we already have a home alarm system). At this point I am not asking for a refund, simply to have my contract cancelled without penalty (as I was promised at setup). and for information on where to return the life alert equipment to.

  Business Response

  Date: 01/22/2025

  Hello, since we mostly work with seniors, we ensure all of our new subscribers are aware of terms of our *********************** Agreement.  We listened to our confirmation call that was placed to the son on the account.  He was informed of the length and terms of our agreement, and he agreed to it.Moreover, these terms on located in large font at the beginning of our agreement, which makes it easy to see before signing.  Based on our recorded calls, there was not a request to cancel services until four (4)months later.  Were sorry our representatives did not explain that our agreement actually protects our customers against price hikes and hidden fees. This is important because many services that people use have gone up in costs,whereas, we have not raised our prices on our current customers. However, it was explained that our service is transferrable and can be used by anyone.  This is more vital than people realize. Having been working with families for almost *********************************************************************************************************** trouble.  Its far easier to just press a button and let us handle the situation while you remain with your parent.  In many cases, family members cant remember all the pertinent data that emergency services may need while tending to their parent,whereas, Life Alert has all of that on file and we can advise the paramedics accordingly.  Lastly, our lifesaving services are used for other emergencies, such as, home fires, break-ins, and basically all 911 type of emergency services.  A manager has been reaching out to you and leaving you messages.  We recommend returning his call, or calling our ******************* at **************, so we can assist you further in this matter.

• Initial Complaint

  Date:01/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They won't help me because they say their is a *** due on my account...I pay thru my ***** **** pay system which sent a check on the 3rd...but until that check clears they won't send out a new power cord and told me to leave the main unit off till then which leaves me unprotected...this company doesn't really care about their customers safety, all they want is the money...Their contracts are REDICULOUS!

  Business Response

  Date: 01/16/2025

  Thank you for reaching out to us. We understand your frustration and weve been working with you regarding your concerns. We were also able to assist you financially to help with your situation.  Please know that we are always ready to help you in any emergency, 24/7. If you have any other questions, please call **************, we are here to help.
  Sincerely,
  Life Alert

  Customer Answer

  Date: 01/19/2025

   
  Complaint: 22768481
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 01/24/2025

  T hey refused to give me any help with my equipment until my check cleared...

  Told me to turn off equipment and when the check cleared they would make arrangements to send a new power cord...this left me unprotected for days...they are not a good company 

  Business Response

  Date: 01/28/2025

  Thank you for reaching out to us. We understand your frustration and weve been working with you regarding your concerns. We were also able to assist you financially to help with your situation.  Please know, we are always here and ready, 24/7, in case you have an emergency.  If you have any other questions, please call **************, we are here to help.
  Sincerely,
  Life Alert

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22768481
  
  I am rejecting this response because: this company is ridiculous, their contracts are deceiving and unless you die you cannot cancel this service...they should not be allowed to operate nation wide...I am NOT KEEPING THIS SERVICE when this REDICULOUS contract is up...I will never re commend this company to anyone!
  
  Sincerely,

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

• Initial Complaint

  Date:01/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Same as every other complaint below. LifeAlert is an absolute scam on a national scale. Almost every one of their responses claims their recordings prove all the complainants were wrong or that their representatives were calm and friendly, yet they refuse to release any recordings when requested. Unable to cancel. Not even allowed to return the equipment (and keep paying them). Literally stuck with these scam artists for 3 years or until my mother in law dies. What an absolute disgrace this company is.

  Business Response

  Date: 01/23/2025

  We welcome this opportunity to clear up any misunderstandings that you may have.  Customers call us when they want to know more about our lifesaving services.  Confirmation calls are made before we ship our equipment, for free.  Our recorded calls show that your mother-in-law contacted us to learn about our lifesaving services and that both she and you were notified verbally and in written format of our *********************** Agreement.  We do have a cancel clause in our agreement, but posting false complaints about us does not qualify for cancellation. Please feel free to contact our friendly ******************* at **************  X-6400, so that we assist you further.  We are here to help.
  

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22764997
  
  I am rejecting this response because: I have already spoken with that department on more than one occasion and no efforts have been made to mitigate this fraud or cancel our contract. Your company commits theft and fraud against the elderly. You are an evil company which profits off the innocent.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/31/2025

  We respectfully disagree. If you have further questions please contact our ******************* at **************  X-6400.