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.

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

  
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  Life Alert Emergency Response, Inc.

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

  
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  Life Alert Emergency Response, Inc.

  1111 Park Centre Blvd Ste 330 Miami Gardens, FL 33169-5370

  
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  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:01/23/2024

  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.

  My elderly father lives with me. He called Life Alert after seeing a commercial. Long story short, he agreed to have the equipment delivered to him. He also provided his debit card number to them. A person delivered the equipment and he signed for it, believing he was signing to accept the equipment. It was not explained to him, or he didnt realize he was actually signing their contract for $98 for 3 yrs. When I saw the equipment in his room, I inquired about it and he showed me the "paperwork" they left with him. The paperwork was a copy of a contract saying he was locked in for 3 yrs at $98/mo. I explained this to him and he said he did not enter into a 3 yr contract, and he was either misled, or confused about the terms of receiving the equipment, the "contract" and the financial obligation he got himself into. The $98 per month is about 10% of his monthly income! In addition, some of the equipment the person installed failed the first day. Bottom line...he wants to return the equipment and cancel the service. He tried calling the numbers provided a few times and left messages. No one called him back. I got involved and spoke with several people at Life Alert who essentially said he contacted them, they explained the terms over the phone, he signed a contract, and he was on the hook for the three years of $98/mo payments. I tried to explain he didn't understand the terms and what he signed to several reps and mgrs. They didn't care about that. They went back to the same response that he signed the contract and was locked in. I was told over two months ago that they would mail a copy of the signed contract to him. It has not been mailed. When I asked one of the sales mgrs to listen to the recorded phone calls, I was told he would not allow me to listen unless he agreed to fulfill his part of he contract. This company is unethical and takes advantage of elderly people who don't always fully understand what they are financially committing to. Shameful.

  Business Response

  Date: 01/31/2024

  Thank you for your feedback.  We understand the need for families to protect their elderly loved ones, that is why Life Alert has a confirmation policy.  When someone calls us to sign up with our service,we thoroughly review all of the information, terms and costs with the person. Since we work primarily with the elderly, we follow up with two confirmation calls reconfirming the terms and cost.  In addition, we put the terms and costs in big bold letters at the top of our agreement so it can be easily seen.Our ************************ has been working with you and has resolved your concerns.  Thank you and remember to have your dad test his device monthly.

• Initial Complaint

  Date:01/17/2024

  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 signed a 3 year agreement and have completely honored the terms of the agreement including payment. Our agreement ends on 1/28/24. We contacted Life Alert in December **** (in advance of any notice period required) and were told we could not cancel until January 10th which is when billing for the final month is due (doesn't make sense to us but this is what we complied with). It didn't make sense to me so I called right back to confirm with another representative and they confirmed January 10th (they have no record of me calling back). They also said they need to arrange for pickup of the equipment before Jan 28th to avoid any additional fees and that it was included in the service for them to do that. I called today, January 10th, which is when *****, the manager I spoke with in December told me me to call and cancel, and the representative (******) claims I now need to wait until January 23rd to cancel. He also claims that's the date ***** recorded in the system that we discussed. It's a total scam because they are setting us up to not cancel on time and have the equipment picked up in time before it renews. I need help stopping this nonsense before they bill us again or force an auto-renewal which we have done plenty to ensure did not happen.

  Business Response

  Date: 01/23/2024

  We apologize as there seems to be a misunderstanding.  The agreement didnt mature until mid-January, but we advised that you could call back after January 10th to start the cancellation process.  The same supervisor did call you back, apologized for any confusion, and processed the cancellation on the same day.  Life Alert does not have an auto renewal and you were not going to be charged additional months.  Life Alert makes arrangement to pick up our equipment, FREE of charge, as a convenience to our subscribers.  The account is now closed.

• Initial Complaint

  Date:01/10/2024

  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.

  I'm serving as POA for my dad, ***************************** I've contacted this company numerous times since December when my dad went into long-term care and moved from his assisted living facility. They asked to have a fax or email sent by the facility which the facility did. Life Alert continues to tell me they didn't receive it and require a form that tells them that my dad no longer needs the services. I'm not sure how to communicate to this company that my dad doesn't need the services, has been in the hospital for 4 weeks from October until the present day and is in a long-term care facility that has services that do what Life Alert does. The company refuses to provide an exception or check their policies to see how they can address communications with customers better. I'd like to cancel this contract as power of attorney for my dad but the company refuses to have any discussion other than "we need a letter." I work during the day, my dad's facility has administrative staff that works during the day. If I were to contact them at night, I'm making them work when they're off. After repeated requests, I'd like to cancel this account once and for all so my dad doesn't have to continue to pay $100 a month for a service he can't use

  Business Response

  Date: 01/25/2024

  Life Alert has worked with families for over 35 years. We understand the stress and confusion that family members go through when a loved ones lifestyle is changed.  Although your dad is in a facility, we were still able to help him when he pressed his button and needed assistance.  Per our recorded calls and phone logs,weve been working with you on your request, but the facility delayed their response to us.  We even offered to call the facility on your behave to expedite the process. We have finally received the proper paperwork from the facility and we have made arrangements to have our equipment shipped back to us at no cost to you.  Please note, although our Emergency ******** center is open 24/7, our regular ************************ does have extended hours from 6:00 am until 5:00 pm PST so we can make ourselves available to our customers. 

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21117862
  
  I am rejecting this response because: even though their customer service department only has limited hours, the company dropped numerous calls, rerouted me numerous times, and their processes made for a lot of extra work for a customer who is dealing with medical needs and care for my dad. The company should consider streamlining their efforts to provide better service to people who are disconnecting service, especially with multiple complicating situations. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/31/2024

  Thank you for your feedback.

  Customer Answer

  Date: 02/01/2024

   
  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:01/09/2024

  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.

  went to cancel - told 3 year contract - mother-in-law is 94 , hospice , DNR and went to a nursing home

  Business Response

  Date: 01/11/2024

  Weve been working with you on your request, but the nursing home delayed their response to us, which was finally received today.
  Please call our *************** at ******************** to complete the cancellation.  Thank you, Life Alert.

• Initial Complaint

  Date:01/05/2024

  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 needed to cancel my parents service because their living situation changed. I as told since I was in a contract I could not cancel until Dec 5, 2023.( 2 year contract that expired Dec 2023 I should add) I called that day to cancel and I was charged $99.85 for the month of December. I realize that I would be charged until they received the equipment. I called today and they have the equipment but I was told that I would get a prorated refund since I cancelled on Dec 5. I tried to cancel on Dec 1 but they told me I could not since I was in a contract. ******* sent my displeasure on to the supervisor and I received a call back saying my credit would be for $83.47 ***** services may be great but trying to cancel and get a refund is very stressful

  Business Response

  Date: 01/24/2024

  All of our calls are recorded for quality assurance.  We accommodated your requests, the account was cancelled and monies refunded back to you.
  Were sorry you felt the need to write a review, as we feel it is not entirely accurate.

  Customer Answer

  Date: 01/24/2024

   
  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:01/04/2024

  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.

  tried to order medic alert device on 12/12 thru **********************. After being told they would ship devices of ************** ******** for shower they called instead to insist on install. since there was nothing to install and refusal to ship to me I began journey of cancelling. They charged my credit $198 activation fee and insisting they didn't and refusing refund. Instead am getting multiple phone calls harassing me that if I don't go with their device something will happen to my 94yo ************* regret it. I have called multiple times for refund & filed dispute with credit card and still getting harassing phone calls & denying charge stating would only be charged if was shipped & they didn't ship. I'm a pharmacist in health care & never encountered such a stressful nightmare in my life Is there anything that can be done to resolve this?

  Business Response

  Date: 01/15/2024

  Thank you for your feedback. We are very sorry that there was a misunderstanding.  Since you ordered the full protection package, we install the devices as a courtesy.  The account is cancelled and you did received a refund.

• Initial Complaint

  Date:01/02/2024

  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 have been a member of Life alert for my mother who is a Life Alert recipient since April 2021. My mother was admitted to the hospital and has been in a skilled nursing facility since last September. I notified Life Alert of this. They declined to cancel; they did ask for a note, but they did say that since I am also a recipient. I also signed on due to my medical issues. I understand I am obligated under their contract to be paying $100 a month for the remainder of the contract which expires in April. I understand that a contract is a contract, however the equipment has been misfiring even when no one is present in the home, and is summoning the police. I am being told by the police department that I will be fined if it continues to send false signals. I am also concerned that repeated false signals can result in the police not responding to a real emergency if one were to occur. I am not asking for the contract to be cancelled, though I would appreciate if they would do so, but I am asking to return this faulty equipment as I cannot afford to be fined by the ************************** for false calls. I spoke with a Life Alert tech support agent who spend over an hour with me trying to resolve the issues, but it did not work and no other agent has been able to resolve the problem either.

  Business Response

  Date: 01/11/2024

  Thank you for reaching out to us and for allowing us to clear up some confusion.  Per our recorded calls with you, it appears there were only two false alarms that were set off accidently by your pet. Life Alert does not charge for false alarms, and the police is not called automatically. The authorities were dispatched only once as our emergency center could not reach you or your mother.  One of the reasons why Life Alert is the leader in saving lives is due to our cutting-edge equipment and our **************************** that monitors the equipment.  A tech agent did work with you and found nothing wrong with our devices and that our equipment has NOT been misfiring. We recommend to all our members to put the main unit out of reach of children and pets. Per the recorded calls, you consistently said you wanted to cancel, and our records indicate that all your issues were attended to.  

• Initial Complaint

  Date:12/19/2023

  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 ordered Life Alert shortly after my father passed away in 2021. I live **** miles away, she was living alone for the first time, and had some issues walking. She was also experiencing a tremendous amount of grief, pain and was confused a lot, grief does that you. When she started the service she didn't realize she was signing an iron clad 3 year contract with Life Alert, seems many people on the BBB experienced similar issues. She didn't like the service from the start, lost and replaced equipment, had issues with blinking lights, was told by an agent "her outlets didn't work", yada yada yada. At over $900 per year, she just didn't want the headache. She decided to get a Smart Watch and cancel LA. Thinking her plan renewed at the beginning of the year, she waited on cancelling, mistake #1. She saw the charge on her November statement and disputed the charge with her credit card company and dragged her feet on canceling with LA directly, mistake #2. today she was contacted by LA asking for payment. She told the agent she planned to cancel, all the reasons, and was told she couldn't. Apparently they went around a bit, she got angry and ended the call. My mother who saves everything can't seem to find the agreement that states she was in a 3 year, no cancellation contract. She has paperwork, just not that paperwork. She also doesn't recall signing anything through DocuSign. She is eager to return the equipment and willing to pay a small early termination fee, but wants out of her LA agreement ASAP. In all honesty, to be locked into another year, with a service she doesn't like or need, and pay close to a $1000 for the privilege is just dumb. I hope you can assist me in helping resolve the matter and avoid sending her to collects. Please don't respond with ************* every 11 mins, I get it, you do good things, we simply don't need your service and don't want to pay for it any more.

  Business Response

  Date: 12/22/2023

  Since Life Alert has been working with the elderly for over 37 years, we ENSURE they are aware of our PRICE GUARENTEE service agreement.  New customers, including your mother, are notified multiple times of the terms and conditions BEFORE we mail our top-of-the-line equipment, free of charge.  We also leave a signed copy of the agreement with the customer. There is a cancellation clause in the agreement, but replacing our proven lifesaving devices with a gadget does not qualify.  As you know, Life Alert is the ONLY medical alert company proven to save a life every 11 minutes, but also, we have a *********************** that is dedicated to monitoring and troubleshooting any issues that *** occur with our equipment, which you already referenced. Moreover, Life Alert owns and operates our own medical alert dispatch center where we stay on the line with your mom, have her medical ********** for paramedics,and also call you while we are getting your mom help fast.  All lifesaving qualities that a gadget cant do.  Just as important, our devices never need charging so your mother is protected 24/7.   We invite you to read the over ****** testimonials from families (including daughters just like you) at www.lifealert.com who are grateful that Life Alert was there in an emergency.  We do far more than what a gadget can do.  To receive a copy of the service agreement that your mother signed, please call our billing ***** at **************. Thank you.

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21026171
  
  I am rejecting this response because: it didnt address any of my concerns and was a marketing pitch. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/27/2023

  We did address your concerns.  Per our response, we have forward your concerns onto the representative's manager for retraining and disciplinary action.  We are sorry you had a bad experience, but we do appreciate your feedback as it allows us to improve our customer service.  

  Business Response

  Date: 01/03/2024

  If you need further assistance please call our ************* at **************.

  Thank you,

  Life Alert

• Initial Complaint

  Date:12/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I simply inquired about a life alert for a loved one. I reached a high pressure jerk who goes by the name of ************************* at ************ so he says. He refused to discuss the life alert product, but instead tried to obtain credit card numbers, a very thorough report about my loved ones condition which should be confidential. I do not kow this s****** from **** and I chose to stop any further requests about Life Alert. About 10 days have passed since I inquired about life alert, and this ************************* contonues to harass me with unwanted email, phone messenger, phone calls, voice mail and he won't stop. If he is a legitimate independent saleman for life alert, he is trying to collect a whole lot more information than what is needed for the service. Consider this a formal complaint. In times of need, folks do not need to deal with people like this who try to sell you a bunch of unwanted ******** related to why you reached out in the first place. This guy is likely parading around claiming to be a life alert representative and he should be reported to the authorities for unethical dealings

  Business Response

  Date: 12/15/2023

  Thank you for bringing this to our attention.  As the only medical alert service proven to save a life every 11 minutes, it is our goal to EDUCATE the public on our services, as well as, proving why we are the industry leader. We also strive to personalize the services offered to each subscriber based on their personal needs.  By your review, it appears our representative did not do his job.  We have forward your concerns onto his manager for retraining and disciplinary action.  We are sorry you had a bad experience, but we do appreciate your feedback as it allows us to improve our customer service.  

• Initial Complaint

  Date:12/07/2023

  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 filing on behalf of my elderly disabled uncle *******************************, ******************************************** *****, phone ************. Nov. 11th he ordered the Life Alert pendant necklace with built in speaker. Sales girl **** called him back to confirm his phone number. She never said anything about a non-refundable set up fee but said it was $100 cheaper because it was Veterans day so only $197.. Nov. 13th A different lady from Life Alert called to confirm but never said anything about a non-refundable setup fee. Nov. 14th Life alert billed his **** for $226.30. Nov. 17th received package from Life Alert. Nov. 19th I, *******************************, drove to his house to help him with setup. We call in and started doing as instructed but told them it was not what he ordered. After over 2hours he still could not hear from the pager type device they sent instead of the necklace with speaker. After extreme stress uncle said no. We talked to manager **** and he said to return for a full refund which included $29.30 charge for Nov. rent but had to be done during reg. business hours. Nov. 20th I return to his home to help with return and was told no refund until they got package back. They said it would be picked up on Nov. 25th. He waited all day. Did not happen. He called and they said Mon. Nov. 27th *** pick up at 2:20pm. Dec. 1st *** sent ************** confirmation at *****am. Dec.4th He got a welcome letter from Life Alert but we never had service canceled on Nov. 19th. I called in and talked to **** and she said in the contract they sent him it says non-refundable setup fee. He never sighed the contract. She tried to get me to accept $147. Dec. 5th I drove again to uncle ******'s home to call with him present. Manager **** claimed they called him 3 time before they shipped telling him about the non-refundable setup fee. This never happened. **** was going refund $147 and $29.30 but was going to keep(steal) $50 for restocking fee. Calling BBB she did not care.

  Business Response

  Date: 12/15/2023

  We appreciate you helping your uncle with this review. Unfortunately, some of the concerns listed are not accurate.  Per the recorded call, our Care Sales Manager discussed our ****************** which is what your uncle ordered and received.  The equipment was shipped in our standard box which shows all of our devices.  Your uncle was notified multiple times about our non-refundable setup fee.  We did fully refund your uncles account minus the re-stocking fee, which is the standard business procedure. We apologize for the *** delay.  They are an independent company, which we have no authority over.
  

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20964231
  
  I am rejecting this response because: They are calling my uncle a liar as well as myself.  Although I was not with him when he ordered, I was there for the set up failure on Life alerts part as well as when manager **** told my uncle he would get his money back.  There NEVER a word spoken about a "restocking fee" for something he DID NOT order.  Life Alert is take advantage of a disabled elderly person and calling him a liar.  Lets hear the tape recordings they claim to have.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/19/2023

  We respectfully disagree with your opinion. 
  Life Alert considers this matter closed and we wish you and your uncle the best of health.