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:08/23/2024

  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.

  I ordered a Life Alert system for my parents after a recent hospitalization for my dad.After receiving the system, I activated The pendant and gave it to my dad. The following day he had a fall and was unable to understand to press the button for help. My mom has decided she would like a system that has fall detection. I contacted life alert several days later regarding canceling the system and returning the equipment, I was informed the system would be canceled as soon as the equipment was received back to them I followed their instructions on how to return it via **** I was not provided with a tracking number so made numerous phone calls to life alert in the days following the return. After several phone calls, and speaking to numerous people, I was provided with a tracking number for the return. I was advised a customer service representative would contact me after receiving the equipment back to discuss a refund when they didnt happen. I contacted the company again and was told the service would be prorated, for that, my parents have the pendant possession asked about a refund for the equipment and was told it was nonrefundable, which would have been discussed when I ordered the system. Not only was that not told to me at the time of purchase, there is also nothing in writing or in their literature to advise the consumer that the equipment is nonrefundable in a subsequent days. I have made a number of phone calls and left voicemails for the billing supervisor, someone by the name of ****, to call me and discuss this, I have not received a phone call back nor have I received a credit. If the equipment is nonrefundable, I should have the option to keep it, However, I was told the service would not be canceled until the equipment was returned. I am seeking a refund for the purchase of the equipment only.

  Business Response

  Date: 08/28/2024

  Hello, thank you for reaching out to us.  Were sorry you feel you had a bad experience with us, unfortunately, the delay in receiving the equipment back was due to **** which is a 3rd party provider.  Please know, we do tell prospective customers that the start-up fee is non-refundable.  This is also followed up with confirmation calls and it is on our service agreement.  Recently, we had a billing agent contact you to assist in this matter.

• Initial Complaint

  Date:08/15/2024

  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.

  I am writing on behalf of my 73-year-old elderly sister, ***************************. ******* suffers from liver cirrhosis and is cognitively impaired.On July 7, 2024 she ordered the Life Alert (LA) system. She authorized a $248 charge to her debit card. The system was shipped **** On July 8th, Hurricane ***** hit the ******* area and due to impending weather preparations, she was unable to contact LA to cancel the order. On July 9th, she called LA and cancelled the order. Records from *** show that the package was delivered to her apartment complex on July 10th, but she was evacuated from the complex the same day due to lack of power. On July 16th she was able to return to her apartment and on July 20th a neighbor found the package. About July 23rd she contacted LA to advise she had the package and LA arranged for a *** pickup, which they did, and would credit her account for the $248 once the unit was received. On Aug 6th she spoke with LA rep ******* and requested status of refund. She was transferred to (********) who informed her there would be a $50 restocking or shipping deduction from her refund. ******** said she would speak to her supervisor but never returned the call. On Aug 8th she called LA and spoke with ******, who transferred her to *********. ********* advised the credit was sent to ******** credit union for ultimate credit to her account. ******** called her credit union, and nothing had been posted to her account. The same day Aug 8th she called back LA and spoke with ******** who advised ******** she would not receive any refund. She was later told by the same person that the credit was issued after speaking to her supervisor. A claim with the credit union was filed which was later returned as settled, with no explanation.******* has continued to receive conflicting statements regarding her refund. She is on a fixed income and the refund is needed to meet her living expenses.Regards,********************* **************

  Business Response

  Date: 08/21/2024

  Unfortunately, there seems to be some confusion between you and your sister.  As the industry leader in saving lives, we have a natural disaster protocol where we help our subscribers during all emergencies,including weather events.  Per our recorded calls, your sister felt forced to cancel her lifesaving services with us due to your insistence, which did not involve Hurricane *****.  She had placed a stop payment on the set-up fee,which means, we never received the payment. Therefore, a refund was not given because we did not receive the payment.  

• Initial Complaint

  Date:08/14/2024

  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.

  They will not let me cancel my service. I offered to pay the whole contract, so I can return the equipment and they said I have to keep it for the remainder of the contract term and return it when it is over. I just moved in with my daughter and son-in-law so they can watch over me, but since they are not certified caregivers Life Alert won't let me terminate early. They said I need to move into assisted living or have a 24 hour certified caregiver taking care of me.

  Business Response

  Date: 08/21/2024

  Thank you for reaching out to us.  When you first called us to learn more about our lifesaving services, we explained both verbally and in writing about our *********************** Agreement which protects you from any price hikes. Although we do have a cancel clause in our agreement, unfortunately, you do not meet those terms.  However, the good news is that our life saving services can be used by everyone and for any emergency.  Having worked with families for almost 40 years, we know that they cant be with you 24/7, but Life Alert can, especially at night when family may not hear your calls for help. Moreover, staying protected with us allows your family the freedom they need to get errands done without worrying about you.  Life Alert truly does give family peace of mind, and soon enough you will realize what a great decision you made for yourself and your family by choosing Life Alert. 
  We wish you the best of health.
  Sincerely,
  Life Alert. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22141268
  
  I am rejecting this response because: this is still a bad business practice. Like I previously explained, I offered to pay out the complete balance to return my equipment and you are still forcing me to hold on to it for the remainder of the contract. I do not need the service and you are refusing to make any exceptions.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/04/2024

  We're sorry you feel this way.  Although we hope you never have an emergency, please know that if you do, help is just a button push away.

• Initial Complaint

  Date:08/09/2024

  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.

  Regarding my experience with LA, my uncle passed away within the 3-year agreement for a refund. After returning the equipment to **, I contacted them to inquire about the refund. The person I spoke with in billing seemed ill-prepared to handle the conversation. Despite explaining the situation, she stated that they would issue a refund only if my uncle had passed away at home alone. This experience was extremely disappointing.Our family went to great lengths to care for my uncle at home, including using LA's equipment to assist in preventing falls when we couldn't be with him. It's disheartening to think that he would have had to die alone in order for us to receive a refund. When he signed up with LA, he made it clear to me that if he were to pass away within the first 3 years of the contract, we would need to return the equipment and file for a refund. My uncle was a highly intelligent man who would not have missed such an important detail in the contract if it had been explained to him. In light of this, I strongly recommend that LA provides clear training to their sales representatives to ensure that all terms and conditions are thoroughly explained to the customers my uncle would have picked up on this fine line in the contract if it were gone over with him. What I am getting at is an opportunity to train your sales people to be very clear about what all is involved.

  Business Response

  Date: 08/12/2024

  We are sorry for your loss and understand how difficult and confusing of a time this must be for you and your family.  Life Alert is the only medical alert company who is so confident in our lifesaving abilities that we offer a Money Back Guarantee that if a subscriber passes away at home, ALONE, we will refund all monies paid under the terms of the agreement.  Unfortunately, your uncle did not meet the terms of the refund. Please know, all of our calls are recorded for quality assurance. The terms of our agreement were thoroughly explained to your uncle when he called to learn more about our lifesaving services.  Moreover, it is listed in our service agreement, item 4.  Rest assured, all of our agents are well trained and knowledgeable on all aspects of our agreement.  Although we were happy to help your uncle when he needed us,we are still saddened by your lost. We hope you can find peace at this time. 
  
  Sincerely,
  Life Alert.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22117604
  
  I am rejecting this response because:

  I would like to hear the recording of the conversation. At that time if I hear that my uncle was explained the terms and conditions about dieing at home alone I will drop the issue.. not that I feel it is right by no means. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/15/2024

  You can also find the terms of our Money Back Guarantee on Item 4 in our service agreement.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22117604
  
  I am rejecting this response because: I asked to hear the recording of the conversation that you said was recorded. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/01/2024

  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.

  Today August 1, 2024. I called Life Alert to cancel contract and automatic payments of $78 plus because my husband died and my income has been drastically reduced. The agent said if I return the equipment they will just send it back to me. That is ridiculous. He said my son should pay for it. He said I made a commitment and I cannot change it. I said I would call my attorney and the agent was sarcastic and said how can I afford an attorney and I said it was pro ****. This company target customer is aged and ill, as I am. Intimidation is easy with this population. I want to send the equipment back and I stopped the payment at my bank immediately after I spoke to Life Alert. I will also try to complain to our Boston Channel 5 Team. I have a valid reason to cancel and am a grieving widow. I don't need this aggravation.

  Business Response

  Date: 08/06/2024

  We are sorry for the loss of your husband and we understand how challenging of a time this is for you.  We work with people in mourning, and are attentive to their needs.  Our calls are recorded for Quality Assurance. We reviewed the recordings and found all of our agents friendly, informative, and helpful towards you.  We offered options that would lower your monthly cost and tried to come up with solutions that could help you, such as, asking if your family could help with the cost.  For almost 40 years, Life Alert has been working with families,and we understand that how important having our lifesaving service is to people, especially those who are living alone.  Actually, Life Alert is quite cost effective as we are much more inexpensive than a senior living community or facility.  We allow our members to continue living at home safely while giving family and friends peace of mind.  We are here to help, so please feel free to call our ******************* at *********************.  Thank you.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22079190
  
  I am rejecting this response because I was bullied and intimated and because the company is not reasonable.  I want to send back the electronic box.  The locket was lost and I will pay for it. I do not want the service.  Take back the equipment.   If the BBB cannot help me, the Attorney General of *************, the ************ and other media will help me as senior citizens need to know the dark side of Life Alert.  My husband is dead.  I am living in reduced circumstances.  End of story.

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

  Business Response

  Date: 08/12/2024

  We understand that you are upset, however, per our recorded calls, we have been very nice and accommodating to you. The level of our care and commitment to our subscribers can be seen with our ******+ grateful testimonials from customers and their families. We are here to help,so please feel free to call our ******************* at *********************.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22079190
  
  I am rejecting this response because for valid reason, I want to return the equipment and have the contract cancelled.  Life Alert did not accommodate me at all.  They rendered a service for which they were paid. Contracts are made to be changed or broken for various reasons.  It is appalling that this company can get away with this no-change, no-cancellation contract.   As I wrote, their product and service are excellent, UNTIL the customer's spouse dies, and income is cut and the customer wants to end the contract.  Shame on Life Alert for this ridiculous and untenable stance and treatment of the senior citizen who is grieving, low income and ill.  The customer base is elderly and ill and many not computer literate or able to even know how to voice a complaint to the BBB or their political representatives, their newspapers or the media.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/30/2024

  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.

  I purchased Life Alert or me and my husband after my heart episode in April, 2024. I was mislead o the price for the services and the system doesn't work as well as we hoped the way our home is set up. The price is to much for us to handle with all our health issues and additioal medicaL expenses at this time. I want to get out of this contract that they say I signed. I don't recall signing and expect I didn't as they are telling me as they are still sending me emails to sign said contract. I would like the services cancelled and I will return all the equipment and my auto draft for montly fees will stop. I am 85 years old and husband has had multiple strokes and the expense is just to much for us with everything else we are having to deal with for our health issues. Your help is appreciated.

  Business Response

  Date: 08/06/2024

  Hello, thank you for reaching out to us.  Your Care Manager has already spoken with you and he was forth-coming with all the details of our Price Guarantee Agreement when you called us to learn about our life saving service. When it comes to getting help fast, no other service can compare to Life Alert.  We are proven to save a life every 11 minutes.  This can mean the difference between life and death, especially when strokes and heart issues are present.  Please know,not only are you physically safe with Life Alert, but you are also financially protected from hidden fees and prices hikes as seen with other companies.  More importantly, our lifesaving devices never need charging so you and your husband are always protected. Our records show you and your husband signed our agreement months ago, so we are not emailing you.  If you have further questions, please feel free to contact our ******************* at *********************.

• Initial Complaint

  Date:07/25/2024

  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.

  Thought I had a 1 year contract. Tried to cancel service in 2023. They told me I had a 2 year contract that expires in 9/24. Called today to ******. They said they couldn't cancel until the end of 9/24. I live in a senior living facility with on staff nurses & call buttons. I have been paying $89 per month for almost 3 years. Now they try to tell me there was a communication error. I cannot afford to pay for this anymore. I haven't even used the equipment for 2 years. It doesn't work if I go out of town or even if I leave the apartment. The only way to cancel is if I provide a death certificate or a letter from an assisted living facility! They won't even send someone to pick up the equipment until I cancel in September. I'm sure it's because if they pick it up before that time they can't charge me for it. They are hoping i forget so they can rope me into anothe contract. $1000 a month income does not allow me to pay for an apartment, **************** I can't even use. I have never even had to use the equipment in almost 3 years.

  Business Response

  Date: 08/07/2024

  Thank you for your review.  When you initially called us to order your protection package, we discussed our 36-month *********************** Agreement with you.  As a leading provider of medical emergency response services, we ensure customers are aware and understand the terms of our agreement.  Per our recorded calls, each time you contacted us, we reminded you of the terms and conditions of the agreement.  Please call our ******************* at ********************* if you need further assistance.  Thank you.
  

• Initial Complaint

  Date:07/24/2024

  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.

  * In July 2024 our life alert equipment failed when we tried to use if for an emergency, and we were issued new equipment. * The equipment arrived while the recipient, my mother was in the hospital. I made the 45 min drive to her house to activate the equipment as requested by Life Alert.* Life Alert asked me to send back the old equipment at my expense. I said no as it was an equipment fail that caused the exchange. They agreed, unhappily and rudely, to send me a prepaid ship label. Leaving the equipment for pickup was not an option I could utilize. * The shipping label was never sent. * I made four follow-up phone calls to Life Alert. They have been calling me to return it, I have been waiting on the label. * Someone at Life Alert sent a *** pickup person to my mother's house to retrieve the equipment. She does not have it - I do- and I could not get back there prior to them coming back. Noone authorized this pickup. * I once again called, this time I wanted to speak with a supervisor. ********, the person answering the line would not escalate my call without hearing the issue. I explained the issue again. She refused to escalate it to a supervisor. I asked for her employee identifier (badge # or like) and I was told "I don't have to give that to you and I don't have to help you". *What the heck is going on here? Please send me the return auth. I am disgusted with how I have been treated as a customer. I am trying to return your equipment which has not cost me hundreds of dollars in time and annoyance. ******* is not a person I would want to represent my company, AND this should be addressed internally. *I tried reaching out to corporate, your customer service escalation, if it exists is not transparent. *DO BETTER LIFE ALERT!!!! and send me my prepaid shipping label!!!

  Business Response

  Date: 08/05/2024

  We are very sorry for any inconvenience you may have experienced and we truly hope your mother is feeling better. 

  Please know we take your feedback very seriously and have escalated your concerns to the proper managers.  We apologize that the *** shipping label hasnt reached you via email.  We have been in touch with you and are working with you regarding your comments.  Thank you very much for reaching out to us.  We appreciate your feedback as it will help us improve our customer service. 

  Sincerely,  Life Alert.

• Initial Complaint

  Date:07/16/2024

  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.

  After an issue with an dishonest salesperson, I asked that Life Alert not contact me again.Life Alert continues to contact me at least once a day. They claim not to be aware that I have asked them not to contact me. They then advise that they will make notes for their files to not contact me. But they continue, sometimes they call and hang up. They call on both my line land, (yes I still have one), lol and my cell phone.It's like they're kids playing on the phone. How do I get them to stop calling? I ask them each time they call, to not call again and to remove me from their call rotation..Can you suggest how to make them stop? This has gone on for the last month.

  Business Response

  Date: 07/18/2024

  Hello, thank you for letting us know.  Our policy is to place a person on our Do Not Call list when they ask.  We have since removed your name from our registry and have escalated this matter to the representatives manager.  We apologize for any inconveniences.

• Initial Complaint

  Date:07/05/2024

  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.

  I ordered a life-alert for safety reason- (Living at home). I called several times to cancel the order and service agreement-monthly. I spend $248.00 for equipment and service agreement monthly charge of $109.00. I have never received the equipment that I was charge for ($248.00). After the equipment has been received I will be paying a monthly charge of $109.00. I have never received the equipment. Last person I spoke with was *****-x1321 -***********.

  Business Response

  Date: 07/16/2024

  There seems to be some confusion regarding your lifesaving service with us.  Per our recorded calls, you cancelled the service while our equipment was in transit to you.
  If you have any billing questions, please call our ************* at **************.