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:09/29/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife signed up for the life alert service. She was partially disabled and I am a first responder and not always available. She passed on August 13 2024, and I notified Life Alert to cancel her contract. They said they would not because I was also on the contract, which I am not. They produced a contract with a signature on it which isnt even close to mine. I have tried repeatedly to contact them and they do not respond. I have email responses confirming they received the calls.I am at a loss on how to continue. Please help.

  Business Response

  Date: 10/02/2024

  We are very sorry for the loss of your wife, we understand
  how difficult of a time this is for you and your family.  We reviewed your
  account and found that you and your wife are both listed as subscribers and
  that the agreement was electronically sent into us.  We are waiting on
  your paperwork from the facility that you are moving into.  Please contact
  us at 1-800-803-6320 when you have the documentation needed to cancel your
  account.  Thank you, Life Alert.

  Customer Answer

  Date: 10/04/2024

   
  
  Complaint: 22356207
  
  
  
  I am rejecting this response because:

  You never contacted me and never sent me a contract and I never signed one, as proven by the signature I sent you as proof.

  When I attempted to contact you with a compromise…TWICE…you completely ignored me. I can prove you received the communication. Your computer sent acknowledgment BOTH TIMES!

  You clearly have an agenda to lock in unsuspecting elders and lock in both parties, with or without their consent, to a long-term contract. As a First Responder, I am sincerely disappointed in this unacceptable behavior. 
  As I requested TWICE, I want you to immediately send me a pre-paid box and return postage so I can send back the useless junk you sent Linda and mark the account non automatically renewable and cancelled at termination date of the existing contract. That way you can continue to steal money from me until the contract expires but not a minute afterwards.

  
  
  
  
  Sincerely,
  
  
  
  Michael Harris

  Business Response

  Date: 10/10/2024

  We're sorry you feel this way.  Please know, the the agreement was
  electronically sent into us and there is no way it can be altered. Please contact us at 1-800-803-6320 when you have the
  documentation needed to cancel your account. 

  Thank you, Life Alert.

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22356207, and find that this resolution is satisfactory to me.
  
  
  After opening communication with the business we began to investigate the equipment. We determined the equipment would not function properly at this electronically challenged location. The company offered to cancel the contract and I accepted. The company was very responsive and put in a lot of effort, for which I am extremely grateful.

  
  Sincerely,
  
  
  
  Michael Harris

• Initial Complaint

  Date:09/26/2024

  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 mother had life alert and it gave both her and myself her oldest son and caretaker comfort at 88 years old to live alone. My mother passed away August 17th and shortly thereafter I called life alert to report her passing and the process to stop automatic billing put of our joint account and to return the 3 pieces of equipment .I wws given instructions on how to remove the emergency button from the shower and proceeded to place the three pieces of equipment into a box to be picked up by **** I personally place all three items in the box and labled as instructed for pick up.I was shocked to learn life alert without notice or authorization removed $100 from my joint account. I called to find out why when the monthly payment was only $69 per month when I was informed no furthet automatic payments would be taken from the account. Now I am receiving the runaround from **** ****** claiming to attempt to get an account from ***. Claiming the alert may have gone off snd removed from the box and that could be what happened.Its shameful while dealing with the loss of my mother I have to deal with Life Alert trying to get my $100 back that was taken from my acvount after I followed their instructions to the letter to return the equipment.All I want is an immediate credit for $100 back into my account that dhould have never been ********* I am reviewing the runaround from

  Business Response

  Date: 10/07/2024

  We’re
  very sorry for the loss of your mother, and completely understand your
  frustration.  When we received the equipment, there was a missing device.
   Per your conversation with our representative, the account was refunded.
   We hope you can find peace during this difficult time.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was not told that I wouldn't be able to get a refund this device was bought because I thought my mother ****** ********* would be able to stay by herself. Hospice let us know that that would not be possible so I never used the unit because she has 24/7 care. I'm her daughter **** *******************)My mother(****** *********) is not able to submit this complaint. To me this borders on elder abuse she doesn't have the means to loose all this money. I just want to recoup something for her.

  Business Response

  Date: 10/01/2024

  Thank you for reaching out to us.  We are sorry to hear your Mother is not able to live by herself, and per your request,we have cancelled the account.  All of our calls are recorded, and we found that your Care Representative  did explain that our set-up and programming fees are non-refundable, as they are not for the device. We wish you and your mother the best of health.
  Sincerely,
  Life Alert.

  Customer Answer

  Date: 10/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/19/2024

  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.

  Life Alert is not living up to being the ideal partner for seniors. Their premise that is if you live alone and fall, their service is a phone all away with the press of a button. Once a senior progresses to needing 24/7 hour in home care and their service is no longer needed, that's where they fail. Instead of letting me cancel my brother's service, since he is not living alone anymore and has 24/7 care, they place requirements on his caregivers. Unless he has certificated caregivers and sends proof, they will not let you out of their 3 yr agreement. If he goes to assisted living or passes away, that's the only other way to cancel the agreement.Their salesman, **** ******, did not mention the 3 yr agreement when we spoke the end of October 2023, nor did he mention the conditions in which he agreement can be canceled. I told him I was getting this for my brother who has *********** and lives 3 hrs away. He was still driving and doing chores on this land at the time; this made a lot of sense and gave me peace of mind. Now he no longer lives alone or drives so the service is no longer needed. He is currently being wonderfully cared for by loving, competent caring women he knows and trusts and is living his best life at home with his dog because of them.I was not with **** when the agreement arrived, so I did not read it to him; he doesn't remember signing it or that it was for 3 yrs. I made the agreement, but it was not sent to me to look at first nor were the very important words limiting cancelation mentioned; it was not mentioned in the colorful glossy 8 page brochure they sent me either. There was plenty of white space for it. That I couldn't cancel it came as a complete surprise. I'm upset that the $98. monthly fee going to L.A. for a service he clearly no longer needs, while this money could be used for the very caregivers he clearly needs now.L.A. certainly didn't care about his living situation when I signed him up, but they sure do now.

  Business Response

  Date: 09/23/2024

  Since we mostly work with seniors, we have procedures that prevent misinformation and/or confusion. A customer is notified of the cost and terms of our agreement multiple times before the equipment is sent.  Our early cancellation clause states that the subscriber can cancel if they have 24 hours professional help. Per our recorded calls, we reviewed the terms of the agreement with you and we are waiting for you to provide the proper paperwork needed to cancel the account. Please email the documentation to ********************************** so we can start the cancellation process.  Thank you.

• Initial Complaint

  Date:09/18/2024

  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.

  A contract was entered into January 2024 with ****** ******** ******. She was lead to believe this was a 2 year contract. Her husband of over 60 years passed away in August 2024, resulting in loss of income and her inability to manage her affairs. I, ***** ******, represent ****** as her Power of Attorney. I contacted Life Alert and explained the situation to see if they could reduce the costs of her monthly service. ***** advised me that her contract is 3 years and would only accept 2 items of returned equipment to reduce her costs. After leaving a message with his supervisor to see if any more discount was available, ****** called back & offered an additional $5 off the monthly service. ****** would not share any cancellation terms and would only send the contract by mail. She said they do have not an online portal or email in which to send it. I received a call back from a dispatch as they had a wrong address. I spoke with this dispatcher and her supervisor asking for more information about cancelling. They could not help me and sent me back to ***** - after explaining the situation now for a 4th time. ***** stated there is no cancellation, ****** has to die or move into a 24 hr care facility in order to cancel. They would continue to bill her and send her to collections even though she couldn't pay. If she sent back all the equipment, it would be returned to her and they would continue billing her. Only after letting her default and being sent to collections, would they consider lowering her rate. There is no way out of the service, even though she can't pay. After a pause, ***** then said we could EMAIL or FAX a letter explaining the situation and they would bill her for 6 months at the original price and then let her out of the contract. That this was an option that would cost her more but let her out of the contract. LifeAlert uses extremely deceptive business tactics and take advantage of vulnerable older persons.

  Business Response

  Date: 09/25/2024

  Since we mostly work with seniors, we have procedures that prevent misinformation and/or confusion. A customer is notified of the cost and terms of our agreement multiple times before the equipment is sent to them, free of charge.  Per our recorded calls with you, the agreement and cancellation procedures were explained to you a few times.  Moreover, we offered multiple options to assist in this situation, including a rate reduction.  When speaking with a supervisor, he generously made an offer to you that is not part of our cancellation policy. We are currently waiting on you to provide the proper paperwork that is needed to move forward.
  

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22305052
  
  I am rejecting this response because:

  I have nothing in writing to suggest that you will abide by anything that was verbally communicated. I spoke with four different individuals who all gave different information. ****** initially agreed to terms over the phone that were changed when the equipment was sent. Elderly are deliberately taken advantage of by your staff. It is clear from the way I was spoken to and dealt with this is customary for your business. Only after speaking to four different individuals did someone provide multiple options.
  I would like these options provided in writing.

  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/25/2024

  We're sorry you feel this way.  Per our recorded calls, our agents were patient, friendly and informative with you.  Moreover, the supervisor you spoke with was very kind in assisting you with a generous offer.  Currently, we are waiting on you to provide the proper paperwork. 

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22305052
  
  I am rejecting this response because:

  You were provided with the power of attorney as requested. Your continued refusal to provide said options in writing is exactly why a BBB complaint has been filed.  Nothing that has been said verbally is credible. Not only is this less than friendly or generous - it is completely unethical and allows you to remain unaccountable.

  This is not a forum for name calling but nonetheless does shows the character of the initial and continued complaint against your business.

  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/18/2024

  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 Name is **** ******. I am ******* ********* Daughter. I am filing this complaint on his behalf. ******* is elderly and wants me to be his ***resentative in this matter. My contact info is ************ Email: ******************* I ******* ******* subscribed to Life Alert on 8/26/24 and was told by the sales *** that I was guaranteed services at home and away from home with the *** pendant. The cost of equipment was ****** and the first months monitoring fee of ***** and was paid on 8/26/24.The equipment arrived at my home on 8/30/24 and my family helped to set it up. The in home service seemed to work fine but we could not get *** pendant to work. After a full week of testing with the company multiple times the company sent out another another *** pendant assuming the first was defective. That devise arrived 9/12/24. On 9/13/24 my daughter came over to set up the new *** pendant with the company. After attempting multiple times to connect the service through the company, it failed. Upon my daughter asking what is the devise trying to connect to, the *** told her a cell phone tower. There is the whole issue solved! I live very rural and the nearest cell phone tower is 10 miles away. I subscribed to this service so that I could walk around my property and if I fell I could push a button and receive medical help. They can not provide me with this service.They have offered to discount my monthly subscription for the in home service only, but that is not the only service I want. Also when I test the in home devise it takes more than 2 minutes to connect to a dispatcher and then it is not even a clear connection. I have no confidence in the product. I have had nothing but performance issues since the start.I have asked to discontinue my service in full and they have told me I can not because I signed a 3 year contract.I believe they are not fulfilling their part of the contract because they can not render services they guaranteed.

  Business Response

  Date: 10/11/2024

  Thank you for reaching out to us.  As you know, we have been working with you on this matter.  We were able to send new replacement equipment as well, but as you noted, there is not a cell tower nearby.  However, our main unit and emergency button, that keeps your father safe at home, did work perfectly. We are truly sorry we could not reach a compromise.  We wish you and your father the best of health.

• Initial Complaint

  Date:09/16/2024

  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 mom is elderly and has dimentia. I am her power of attorney and Life Alert is charging her $98 a month and refusing to cancel her agreement. My mother does not remember signing anything or where the equipment is. I have moved into her home to provide her care. I have told Life Alert twice that we cannot find the equipment, again my mother has dimentia and is not aware of the agreement with them. They called here and put me on hold and never came back so I hung up, they called back again this is harrassment. When I have told them that we need to cancel, she no longer needs it. We have a **** order stating that she cannot live alone and I am living with her. They refuse to cancel.

  Business Response

  Date: 09/23/2024

  Hello, according to our recorded calls, it appeared that you disconnected the call while we were transferring you to an agent that can assist you. We respectfully disagree with your statement of harassment as we were only calling to assist you.  Please call our ****************** at **************, so we can assist you further in this matter.  Thank you. 

• Initial Complaint

  Date:09/11/2024

  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 canceled my 96-year-old moms service. She resides in ******** and has been a Life Alert customer since 2024, with her bill paid by my 93-year-old aunt in *******. In July, my mom was placed in a nursing home. We called Life Alert to cancel and provide documentation. First call: *** questioned my claims about moms new status and insinuated that I was not being truthful about her being in a nursing home. Made additional calls only to be met with the same disbelief and skepticism. Over 11 calls as of today. On Sept. 11, I spoke with a *** who attempted to transfer my call but disconnected me instead. Not the first time this has happened. My husband also called multiple times. We returned the Life Alert equipment via *** on Aug. 15, 2024, in the afternoon. *** driver picked up the equipment at our porch. We handed him the box containing the main unit and help button. It was returned that same day. Despite this, Life Alert is billing my 93-year-old aunt $525 for unreturned equipment. Since my aunt received this invoice, I have made multiple additional calls but have not reached a resolution. I request that the $525 charge and any additional fees be removed or reimbursed immediately. The equipment has been returned.

  Business Response

  Date: 09/13/2024

  All of our calls are recorded and automatically documented to avoid any human error.  We respectfully disagree with your opinions. Every agent that spoke to you was friendly, informative, and helpful. You only returned a few of our devices on August 15th.  Moreover, as you already know, we only charged you $475.00 for the other two missing devices, as a courtesy. Lastly,  we recommend you speak with your husband about the second shipment we received WEEKS LATER from your husband that had another one of our devices in it.  We had a representative reach out to you and confirm you will receive a refund for the one device your husband sent.  

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22270947
  
  I am rejecting this response because Life Alert continues its deceptive business practices and failure to respect their customers. On September 12, 2024, at 1:36 p.m., I had a phone conversation with a Life Alert representative who explicitly stated that they would issue a full credit to my 93-year-old aunt and said they would send an email to me at ********************* confirming the charge reversal. I have not received that email as of 9:44 a.m. ***.  Life Alert's response contradicts the verbal commitment made during that call and this pattern of behavior shows a blatant disregard for their customers. And again, the tone used by their representative was dismissive and unprofessional. It is clear that Life Alert is more interested in deflecting responsibility than providing proper service to elderly customers. They are intentionally misleading customers and their refusal to honor verbal agreements raises serious concerns about their integrity. I will continue to watch for the promised email and the credit on my aunts credit card.
  
  ****** ********

  Business Response

  Date: 09/18/2024

  We're sorry you feel this way.  We wish you and your family the best.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22270947
  
  I am rejecting this response because:

  I am seeking clarification on Life Alert's recent response: "We're sorry you feel this way. We wish you and your family the best." On September 12, 2024, at 1:36 p.m., I spoke with a Life Alert representative who confirmed a full credit would be issued to my 93-year-old aunt. They also promised to send an email to me at ********************* confirming the charge reversal, which I have not yet received. While the latest response was more professional and kind, it does not confirm whether the credit has been issued or if I will receive the promised email. Can you please clarify if the credit has been processed and confirm when I can expect the email, so we can close this case?

  Sincerely,
  
  ****** ********

  Business Response

  Date: 09/23/2024

  Hello, 
  
  We will forward your concerns onto our Billing dept.
  Meanwhile, please feel free to contact Billing at **************, so that an agent can answer all of your questions. 
  
  Thank you,
  Life Alert.
  

• Initial Complaint

  Date:08/28/2024

  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.

  They give you a number to call to cancel your Life Alert due to your parents moving into a retirement home and nobody will answer the phone. I keep calling them and youre on hold forever nobody answers the phone, Can you help with this?

  Business Response

  Date: 09/06/2024

  Hello, were sorry you feel you had a hard time reaching us.  Our hold time is generally reasonable, as we still have live people answering the phones instead of having a frustrating automated voice system like other companies do.  Weve been in touch with you regarding your request.

• Initial Complaint

  Date:08/26/2024

  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.

  My Mom, ***************************, who has vascular dementia, signed up for a Life Alert system for my Dad, ***********************, who she is divorced from, doesn't live with and never requested the Life Alert system. I have Power of Attorney over both my mom and my dad. My mom thought the Life Alert System had fall detection, but it doesn't. The system has never been used except to be tested when I was there about two weeks ago and yesterday when my dad was with his caregiver. The unit should've have been bought. I want to return it and get my mom a full refund.

  Business Response

  Date: 09/03/2024

  Thank you for reaching out to us.  Life Alert does not offer or promote fall detection, and other companies that sell it still require its customers to press the button,as otherwise the service is not guaranteed.  Life Alert only offers the most proven technology.  I checked your account see that we have already spoken to you about your parents account and everything is resolved. If you have any further questions, please call our ******************* at *********************.