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:03/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 28 I notified Life Alert that we were no longer in need of their equipment. My mother was on hospice and no longer living alone. They gave me a return authorization and instructed me to leave the equipment for the *** driver. I got a tracking number and confimed the shipment was picked up and in transit. Life Alert STILL charged our card for the next month's service on 3/5/2024. I called and reminded them that their equipment was in transit to them and they could see the tracking. They agreed to credit my card. It is now March 20th and still no credit. Each time I call they tell me the credit is "processing". It took them 2 seconds to charge our card, and almost 3 weeks to credit it. They stole this money from us.

  Business Response

  Date: 04/03/2024

  Thank you for reaching out to us.  We understand your frustration, but please know, this is NOT a Life Alert mistake.  We processed your refund in a timely matter and it shows it went through on our end.  We recommend that you contact your financial institution to see why they are holding up the funds.

  Customer Answer

  Date: 04/03/2024

   
  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.
  
  Timely is questionable. And the fact that they charged the amount in the first place AFTER they knew the products were in transit back to them was wrong. I still feel that if I hadnt been watching my deceased mothers account so closely they would have never reversed the charge.  And if they do that to every customer, thats a lot of stolen money  

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

• Initial Complaint

  Date:03/05/2024

  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 contacted Life alert to get a unit for my dad. He agreed but once unit arrived he changed his mind. He stated he won't use it at all and wanted it out of his house. I called and shared this information. I was told the sales person ******** would need to cancel. I left her a message twice with no response. I called back 2 days later and stated that I need to return their unit. The person I spoke to stated that she talked to the sales manager and someone will call me on Monday with return shipping information. ******** called me the next day very hyped stating "didn't you ask him before you ordered". I told her yes, but he changed his mind! She got indignant and stated she will cancel but will hold off just incase he changes him mind back. I told her NO and to cancel today because his mind was made up and she then disconnected our call. I called back today and told the person I just need to send back THEIR product, we DID NOT return the signed contract. I just want to return the item. She informed me I needed to talk to ******** I told her I didn't want to because she was indignant last time we spoke. She put me on hold and stated that the sales manager would call me back in a couple days. All I want is a confirmation of the cancellation and a return address to return their product. I don't understand why so much push back on this when they don't have a signed contract from my dad.

  Business Response

  Date: 03/11/2024

  We are sorry you felt you had a bad experience with our representative.  We have escalated your concerns onto her manager for retraining and disciplinary action.
  Please know, that the equipment is scheduled to be picked up this week.
  Thank you,
  Life Alert.

• Initial Complaint

  Date:03/05/2024

  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.

  Entered by BBB staff LO Consumer states she has been using Life Alert for 3 years. The consumer got a new insurance provider and decided she wanted to cancel service with Life Alert. The consumer states they kept giving them the run around and changing what they were asking for. The consumer states the business made it difficult to cancel service. According to the business *** is supposed to come on Thursday, 3/7/24, to pick up the device.

  Business Response

  Date: 03/11/2024

  It saddens us that this person felt the need to post this untrue review when all along we have helped them, step-by-step, in cancelling the service.  We CONSISENTLY advised multiple times of the proper steps needed to cancel service, and even went above and beyond to assist with helping them find the paperwork.  In addition, *** came on March 7th to retrieve our equipment and send it back to us, FREE of charge.

• Initial Complaint

  Date:03/04/2024

  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.

  Dec 2023 Ordered product not as wanted. ******** said he would correct. **** would be few days his cat was sick. 3 days later I called bac said he was sick. Never returned my call. Company billed me $250 for service never used. Paid $200 originally to receive. Advised not as ordered said return but they would not refund and try and take them to court!

  Business Response

  Date: 03/08/2024

  There seems to be some confusion regarding your billing.  Payment did not go through because the card you provided to us was not valid.  For months we have left you messages and sent you letters regarding your outstanding balance, but we did not hear back from you until recently. Our Billing agent explained this to you.  We were able to retrieve our equipment from you and the account is now closed.  If you have any further questions, please feel free to call our ****************** at **************.

• Initial Complaint

  Date:03/01/2024

  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 has the Life Alert service and passed away. I am attempting to cancel the service and I either get hung up on by the Life Alert phone system or stuck in a never ending queue waiting to speak to someone.

  Business Response

  Date: 03/08/2024

  We are very sorry for your loss and understand how difficult of time this is for you.  Although we are not experiencing any phone problems, we will investigate this matter for you.  We see that you have already spoke with one of our agents, and our equipment is in the process of being picked up and sent back to us.  Again, we are sorry for your loss but we were happy to have helped your mother the numerous times she pressed her button and needed us.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21362400
  
  I am rejecting this response because:
  

  I want a confirmation letter that the service has been cancelled sent to the address on record. I don't appreciate being lied to about their phone service and access to their support agents. If they had an ounce of integrity, they could see from their phone logs the dropped calls and time people spend in their queues before giving up.

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

  Business Response

  Date: 03/19/2024

  We received the equipment and the account is now cancelled.  We are sorry for your loss and we hope you find peace.

• Initial Complaint

  Date:02/28/2024

  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 have repeatedly requested this company cancel a subscription for my parents, and they are refusing to do so. They are demanding equipment be returned that we no longer have possession of, which has also been explained to the company. They also demanded medical records stating my parents no longer need the service, which (last I checked) is a HIPAA violation.They keep stating that it is policy to get the equipment paid for before they can cancel a subscription, which feels like it should be illegal (although based on research, it is not, even though our contract went out of date a year ago). My parents have never used this equipment nor have they used the service supposedly provided by the company.Now I'm literally trying to pay for the equipment and they are still refusing to cancel the subscription. That, I'm fairly certain, is illegal. PLEASE investigate this company. If they are doing this to me, I can guarantee they are doing it to others.

  Business Response

  Date: 03/05/2024

  We respectfully disagree with this review.  The account is cancelled and Life Alert considers this matter closed.

• Initial Complaint

  Date:02/16/2024

  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.

  I attempted to cancel this service over a year ago and was told I had to wait till my 3year contract was up in Nov of 2023. My daughter and I called the company customer service number ************** this morning to cancel the service and we were told it couldnt be canceled until 04/15/2024. The customer service rep ***** refused to give us her last name, a complaint number, or an address to mail the equipment back to the company. We told her we were unhooking the equipment to return it because it doesnt work in this location anyway, due to poor cellular service and she insisted we speak with a service person to help resolve the issue. At which point my daughter ended the phone call. We do not require anything being repaired, I just want to cancel the service. The routine monthly equipment check hasnt been completed in approximately 2 years either due to the poor cell service in this area. The company continues to auto withdraw the monthly service fee from my account despite the fact that it will not work here and they refuse to cancel my account.

  Business Response

  Date: 02/21/2024

  All of our calls are recorded for quality assurance.  There seems to be a misunderstanding.  When one of your daughters originally called us, we confirmed with her that you signed up with us in April and the agreement would mature in April 2024. We also offered a solution to help financially with your account, but she said she would call us back, but she did not.  When you and your other daughter called us recently, we confirmed that the agreement will mature in April of this year.  Then your daughter claimed there was an issue with the equipment.  Per our service agreement, we need to have our **************************** investigate the matter.  Your daughter refused and disconnected the call.  Please know, it is standard operating procedures for most companies not to provide the last name of their customer service employees for security reasons.  We advise you to call our **************************** at ************** so we can assist you further.  

• Initial Complaint

  Date:02/13/2024

  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.

  This business has equipment that doesn't work. When you call them they tell you that the equipment works fine. But it doesn't. This is suppose to be life saving equipment.

  Business Response

  Date: 02/21/2024

  This review is not true.  On the day we spoke with our subscriber, we explained that there was a tower network problem in her area, and it had nothing to do with Life Alert or our cutting-edge, top of the line, UL-certified equipment.  We advised her to call us back so we could test the equipment. Since we did not hear from her, we followed up with a call.  She said she was busy and would call us back.  Again, we have not heard back.  Please call our *********************** at **************.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21288873
  
  I am rejecting this response because: I was never told anything regarding an outage of any sort. This is Life Alert just telling untruths again. 
  Since all of this started my mother's life alert still does not work. After trying several times and calling to complain, we found out through a life alert employee that not only was life alert billing my mother's insurance company they were also charging my siblings and I $100 per month. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/07/2024

  All of our calls are recorded for quality assurance.  Our service agent did, in fact, explain the outage very clearly.  We called your mother to test her equipment, but she was busy at the time and promised to call us back.  Your billing concerns are not what we show at our end.  Please call our billing department at **************, if you have further questions.

• Initial Complaint

  Date:02/06/2024

  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.

  We No longer have a need for Life Alert and there services. They are forcing us to keep it until May to extend there payments. This is wrong.

  Business Response

  Date: 02/07/2024

  We are sorry you feel this way.  We have no record of your mother calling to cancel her lifesaving service with us.  Life Alert always has our subscriber's best interest in mind because we know an accident can happen at any moment regardless of whether our subscriber is home alone or has family with them. When your mother first called us to inquire about our wonderful emergency devices that never need charging, she let us know about her health concerns. We promised her in writing that our prices would not change, which is very important during these inflated times. But also, our service is for all the family members, so if there is an emergency in the home or with other family members, simply press the button and we will send help immediately.  Life Alert is the only medical alert company proven to save a life every 11 minutes.  Moreover, we have over ****** grateful testimonials from subscribers and their family members praising us for saving their loved ones lives.  Some of the stories even talk about how the adult children couldnt see the value of our service until that one fateful day when we got help fast to their family member.  We hope these testimonials will help you understand how priceless we are to the whole family,you can read them here at ********************************************************.

• Initial Complaint

  Date:01/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/29/23, I signed-up to receive Life Alert Services for my daughter (**********************************). The initial set-up fee was approximately $150- with a monthly fee of $98. Every month, without fail, LIFE Alert charged my **************** the $98 fee.Around the month of March ****, I informed Life Alert that my daughter was transported by ambulance to (*******), and in a state of confusion, the Life Alert necklace pendant became missing. I was informed that there would be a $50 charge to my account if the pendant was not located- to which I understood and agreed.On 12/28/24, I contacted representatives at Life Alert to inform that that my daughter (**********************************) had passed away on 12/27/24. I was instructed to send some form of documentation to confirm my statement and to pack/prepare the equipment for *** pick-up. At that time, I reminded Life Alert Agents that the necklace pendant was never located, and I would pay the $50 replacement fee. Around 01/08/24, I received notice from **************** that not only did Life Alert charge me the $98 fee for the month of January ****, but they also charged $195 to the account for the missing pendant, which they formally called the **** Device." I contacted ******************** and expressed that I was informed on more than one occasion that there would be a $50 charge for the lost pendant. I also explained that I never received anything in writing or verbally, that the total replacement cost would total $195. In so many words (paraphrasing) I was told Oh Well. I am asking that this matter be explored- as I believe that Life Alert has overcharged me. I actually asked them if they were capitalizing off of my devastating situation. I understand that "Business is Business", but I took all of the necessary steps to make sure that Life Alert was informed that their services were no longer needed. Whatever the outcome, thank-you in advance.With Gratitude,******************************* ************

  Business Response

  Date: 02/07/2024

  We are very sorry for the loss of your daughter.  We understand how difficult of a time this is for you.  There seems to be a little confusion over the devices.  Based on our conversations with you and your daughter, it appears that your daughter lost our black On-The-GO ***/cell phone device, but she kept calling it the pendant.  Our pendant is small, white and meant to be worn at the home.  We received the at-home pendant but not the *** device. That is why the missing equipment fee was $195 instead of $50.  Our *** device is like a cell phone and is very expensive. Again, please accept our sympathies for your loss and we hope you find peace at this time.   

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21176661
  
  I am rejecting this response because: As previously noted, ******************************* (my daughter) never received a "GPS" device. There was a small "pendant type" necklace in the empty mini box that was returned. There was a round push type button on the pendant, which allowed for someone to press on in the event of an emergency. There was never a "cell phone" looking devise delivered. 
  

  Cordially, 

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

  Business Response

  Date: 02/08/2024

  Our records show the *** was shipped and then tested on 12/29/22 @11:08 a.m. from your daughter's address.  Again, we are truly sorry for your loss and we hope you can find peace at this time.