Complaints

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:05/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 life 360 because my grandfather had a wreck 2 years ago and was unconscious. No one knew where he was. The sole purpose of getting life 360 was to be able to see where my grandparents were and to be notified if they were in an accident. My father in law and my grandparents have been in a wreck within the last 6 months and Life360 never notified me. All the notifications are turned on and I should have been notified like it states. How can you offer a safety feature that doesnt even work properly.

• Initial Complaint

  Date:04/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Life360 is using real numbers of people sending me Text to download the App and my location. This has caused a huge problem in my household.

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had a Life360 platinum membership since October of last year. My coverage lapsed for about 10 days. I went into the app on my mom's phone and tried to pay my bill through her Apple pay on 3/20/2023. The app told me I was in a 7-Day free trial. I didn't think anything about it but when I tried to use my roadside assistance, I was told that that does not come with the 7-Day free trial. I told them I tried to pay my bill not have my mom sign up for a free trial. It switched everything over to her. This was a mistake in the app. I called Life360 to straighten it out, and spoke with several of their employees and was on the phone for 9 hours on 3/21/2023. I keep getting different answers. I spoke with a manager named ******** and she told me to cancel the 7-Day free trial on my mom's phone and go on my phone and update my payment information in my ****** pay and that everything would be fine. I kept her on the phone while I went on my cell phone and updated my pay information in my ****** pay and canceled the 7-Day free trial membership like she told me to. As soon as I updated my payment information Life360 took $24.99 platinum membership fee +tax out of my account. They are refusing to honor their platinum membership roadside assistance that I paid for. They keep telling me I'm in a free trial and I have to wait till the end of the free trial. They took my money meaning I'm not in a free trial. My mother, a senior citizen who is disabled, my 10-year-old son, and I were stranded for several hours and had to find someone to come and help us because Life360 would not. Now I have to pay a tow company close to $1,000 to tow my car to the dealership. It is accruing a $100 a day storage fee at the tow yard it is sitting in. My father has had a stroke and is a disabled veteran and I cannot believe this company would treat us like this. I want them to pay for my tow and honor their platinum membership like they are supposed to.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had my phone fall out of my pocket and was left in an uber, upon reaching out to have it returned, uber would only email the driver to get in touch, then sent a message to the app when I said I was pressing charges. The driver deleted his profile picture and moved my iphone to another location after that. He responded back to **** saying he didn't have the device. I'm still able to track him with my apple ID. I filed a police report and got the official report and submitted a claim to Life360 as it states for platinum memberships you receive $500 for stolen phones once a year. They responded back to me saying that it says my phone was left in the Uber and thus cannot proceed with my claim as it's not stolen. We pay $300+ every year to you and have never used this stolen phone service and are saying that the proof I have that my phone is still stolen is not proof to be used for the claim. This is such terrible customer service and we will be cancelling our membership with them. Such a disgrace, Uber and Life360, for companies claiming to help in situations like this when they don't at all. I was also hit by a truck on my motorcycle in 2019 and Life360 didn't alert anyone in my family circle. Their drive detection protection is a lie and shouldn't be trusted for your safety or to receive help with stolen phones. Don't trust this service. It's not worth it since they don't stand behind their own claims about what they have to offer.

• Initial Complaint

  Date:02/18/2023

  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.

  Continue to receive texts that my location is being accessed through Life360 and that someone has entered my information. I have never created an account with this company. I have responded to the texts with STOP and get an automated response not acknowledging my request to not receive messages. I do not want my information to be falsely used. This is a violation of my privacy.

  Business Response

  Date: 02/27/2023

  Hello,

  We can not find any contact from the customer in our system.  Please contact us at ********************************** and we are more than happy to troubleshoot your concerns. 

  Thank you.

  Customer Answer

  Date: 02/27/2023

  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:02/12/2023

  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.

  I did a cancel on my credit card but it still charged it so I wanted to know why it still being charged and take my card off the file to be charged.

  Business Response

  Date: 02/27/2023

  Hello,

  
  We can not find any contact from the customer in our system.  Please contact us at ********************************** and we are more than happy to troubleshoot your concerns. 

  
  Thank you.

  Customer Answer

  Date: 02/27/2023

  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:02/08/2023

  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.

  Company does not stand behind their benefits!! My son was the victim of a robbery which included our vehicle, his phone and his wallet. With our Gold membership we should be eligible for $250 protection. I emailed as required. Took them days to respond (after more follow up emails from me) with the claim form. Filled the form out and sent the ********** report I was able to obtain. Again days go by and they tell me they need the full police report. Immediately responded that the full police report isnt available due to this being an ongoing robbery investigation. Gave them the name and all contact info for the detective on the case so they could verify. Continue to get the same canned response from Life360 customer service that they need the full police report and it has to be received within 15 days of the phone being stolen. Asked for the name and phone number of a supervisor. 3 days later I get a call on my cell phone with NO CALLER ID. Its **********************. Go back and forth with this supervisor saying hes sorry but theres nothing he can do that they need the full police report and it needed to be within 15 days. Asked to speak to someone higher up and he said theres no one higher than him and he needs to follow their policy. Explained that my son was a victim of a crime and I will get them the full police report as soon as the investigation is over. Told them this wasnt a simple someone stole my phone from my locker situation. Told him Im sure he has the power to make a note in the file that the police report will be provided as soon as its available to be released. He absolutely would not do this. Its beyond unfortunate that a victim of a crime is further punished because it is not possible to get the police report. And I find it very interesting the supervisor called from NO CALLER ID. It is clear this company wants no actual contact with its customers as you cannot find a phone number anywhere.

  Business Response

  Date: 02/10/2023

  The customer claim for stolen phone protection did not meet the criteria in the terms and conditions to be considered a valid claim.  The customer can refer to the ticket submitted to us for the exact reasons of why the claim was denied. 

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19368701
  
  I am rejecting this response because:  there is no reason why Life360 cant keep our claim open until the robbery investigation is over and I can get them the official police report so they can pay the claim. Their 15 day timeline is impossible when a police investigation is active. Life360 knows this and doesnt care. They are doing everything they can to not pay and that is unfair business practice. I simply want them to keep our claim open until the police investigation is complete and the full police report is made available. We have met every other condition and have been customers in good standing for many, many years. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/07/2023

  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.

  I signed up for Life360 a few years ago to keep track of my family, shortly after, I was invited to be a beta tester. After becoming a beta tester, I was asked to verify my subscription. It said I would not be charged for this just reconfirm. I have an iPhone. Once I reconfirmed the subscription, it locked me out at least a few times a day until I reconfirmed. I opted to avoid the hassle of having to renew several times a day and went back to the paid version. After a few months of the paid version asking me to verify daily, my App Store receipt could not be verified. Therefore the service I have used faithfully now has me in the middle of a separation because its so glitchy when it does show locations, they are highly inaccurate and led to accusations in my relationship that caused major problems leading to me having to find another home. The services they offer havent been delivered for over a year now. And thanks to the inaccuracies of this app, I have had to uproot my children from the only home they ever knew and my life has also been turned upside down.

  Business Response

  Date: 02/10/2023

  We have looked for this customer in our system in our system and we can not find any contact from this member asking for help for this issue.  The solution to this problem is to stop using the beta version of Life360, download and install the production version of the app and then log back in.  This will show the premium paid benefits if you have them. At this point you can switch to the beta version of the app.  If you have more questions about how the beta works please contact us through the app or by using the contact portal at life360.com. 

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 19363799
  
  I am rejecting this response because:
  I did delete the app and leave the beta testing version. I paid for the premium and it was even worse!!
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/04/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 never downloaded or purchased this app. I went through all of my Apple purchases and subscriptions with a fine toothed comb and there is absolutely NO sign of purchasing this app. I dont have it installed in my phone either, yet I have been drafted $180 a month for Life 360 when I dont even know services this company offers. These are FRAUDULENT CHARGES and have been recurring since 2021! I just noticed the charges when I opened my Rocket Bill account. I attempt to call their headquarters and the phone wont even ring! My bank says I need to contact them to ensure that its cancelled yet they do not respond to messages or calls! Class action lawsuit may be the next step if I do not hear back from this scam of a company. They owe me THOUSANDS of dollars now. Now they owe me $2, ****** up to this point.

• Initial Complaint

  Date:02/02/2023

  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.

  After subscribe to the service, they gave me no option to cancel my subscription and keep charging me

  Business Response

  Date: 02/10/2023

  The customer can cancel his subscription at any time by logging into the Apple App store and canceling their subscription there. Here are the steps to cancel through Apple.  

  For iPhone (Apple in-app purchase subscribers):
  Open the phone Settings app or tap to manage your Apple subscriptions on your iPhone
  Tap your name
  Tap Subscriptions
  Select Life360
  Tap Cancel Subscription
  Note: If there is no Cancel button or you see an expiration message in red text, the subscription is already canceled. If you do not see the word 'Subscriptions', it means you do not have any subscriptions with Apple.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19276547
  
  I am rejecting this response because:as you can see in the attached screenshot there is no any option to cancel the subscription, and on the date of September 19th they will automatically charge $49.99 and renew the subscription.
  
  Sincerely,
  
  *************************