Complaints

This profile includes complaints for Lifeline's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lifeline

  200 Donald Lynch Blvd Ste 300 Marlborough, MA 01752-4816

  
• 

  Lifeline Systems Company

  110 Southchase Blvd Fountain Inn, SC 29644

• 

  Lifelines Alert Systems Inc

  3000 S. Jamaica Ct., Ste. 280 Aurora, CO 80014

• 

  Philips Lifeline

  105 - 95 Barber Greene Rd. North York, ON M3C 3E9

• 

  Philips Lifeline

  16002 Meadow Oak Drive Chesterfield, MO 63017

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:06/27/2025

  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 have stopped using Lifeline over a year ago and cancelled the service. They wanted me to ship back the unit and gave me an address in ************ to ship it to. I don't have the exact address anymore. Since the beginning of June, I have been receiving computer-generated phone calls from them 3, 4 times a day asking me to update my bank account information, which I will not do since I haven't used them in a year. I have called them numerous times to tell them to stop contacting me. They said that I never returned the unit back to them. I asked them why they're just calling me now after a year. And also, they said that it should've been returned to **************....they're the ones who gave me the address to send it back.I want the phone calls to stop. I am also going to file a complaint with the *** because this is harassment. I don't owe them any money and I no longer have their unit.

  

  Business Response

  Date: 07/01/2025

  Hello,
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by the recent communications youve received.
  Upon reviewing your account, we recognize that you previously canceled your Lifeline service over a year ago and were instructed to return the unit. While our records indicate the unit was not received, we understand that you were originally provided with a return address in ************, and we regret any confusion this may have causedespecially in light of the conflicting information later provided.
  We have escalated this matter to our supervisor team and taken immediate action to resolve it. As of now, your account has been fully closed, all associated charges have been waived, and a zero balance is reflected. We have also requested that all automated communications be ceased immediately to prevent any further disruption.
  We understand your concerns and take them seriously. We are also reviewing our internal procedures to ensure that return instructions and follow-up communications are handled more clearly and appropriately in the future.
  Thank you for your patience and for allowing us the opportunity to resolve this issue. If you have any further concerns, please dont hesitate to reach out.

  Sincerely,
  Lifeline Customer Experience Team

• Initial Complaint

  Date:06/20/2025

  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.

  About 6 weeks ago, Company provided a faulty fall detection fall detection device paid for through ****************** ( my ******** advantage insurance provider). It didnt work. They sent me a new charger, because they said that was causing the problem. It still didnt work. After hours on hold and then on hold again waiting to be transferred to supervisors and being gaslit, ( last on June 13th) , they sent me a label to return both parts and said that they would be expediting a shipment of a brand new device and charger, which they claimed would be received within 2-3 business days. It is now June 20. The device was never received. I called and spoke to a staffer then was placed on hold for over a half hour to speak to a supervisor. I asked for a tracking number, which they couldnt provide, ( because the order either was never placed or never fulfilled). It has now been nearly 6 weeks since *** had a fall detector. I live in a rural area. This device is crucial for my health and safety. Not only have I never received the device but they have outright lied both to me and the United healthcare representative who was in the line and heard this call. Please help.

  

  Business Response

  Date: 06/26/2025

  Hello,

  Thank you for bringing this matter to our attention.

  
  We were able to follow up with Mrs. Swanson on June 23 and provided her with the tracking number for her replacement button. We sincerely apologize for any inconvenience or frustration this situation may have caused.
  Our agent reached out again on June 25 to provide the delivery date for the equipment. During that call, our representative requested that she test her replacement button once it was received to ensure it was functioning properly.
  Additionally, our agent shared their direct email address with Mrs. Swanson to ensure she has a clear and accessible point of contact for any further concerns or questions.

  
  We appreciate the opportunity to resolve this issue and are committed to providing Mrs. Swanson with the support she needs.

  Sincerely

  The Lifeline Customer Experience Team

  
  

  Customer Answer

  Date: 06/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23498462. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  
  Regards,
  
  
  
  Nancy Swanson

• Initial Complaint

  Date:06/05/2025

  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 was signed up for LifeLine services in September 2024 but have recently found out that I am outside of their service area - resulting in these services being useless.

  

  Business Response

  Date: 06/12/2025

  Hello, 

  Thank you for reaching out. We appreciate the opportunity to address your concerns and sincerely apologize for any inconvenience this situation may have caused.
  Upon receiving the complaint, the matter was promptly escalated to our supervisor team for further review and resolution. Several attempts were made to contact Ms. ******* to discuss the refund and to obtain tracking information for the returned equipment. Voicemails were left with a direct callback number, but we have not yet received a response.
  As we have been unable to confirm the return of the equipmentspecifically the watchwe are unable to include its purchase in the refund at this time. In the absence of tracking or confirmation of return, we must adhere to our standard policy.
  That said, a partial refund in the amount of $233.71 has been approved and sent for processing. A check will be mailed to the address we have on file.
  We remain committed to resolving this matter and welcome any tracking information that would allow us to revisit the refund in full. Please dont hesitate to reach out with any additional details or questions.
  

  Sincerely,

  Lifeline Customer Experience Team

• Initial Complaint

  Date:05/17/2025

  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.

  We have two problems with them 1. We received invoices for bills that were paid . Sent them confirmation from bill pay that payment was sent . Heard back nothing 1 month later the same thing now with two bills mailed them now the bill pay receipt and for the second bill the cleared check. They are not posting to our account 2 above caused us to cancel the account . They said they would email us a label in 24 hours to mail back the equipment . No label came . Called back and tried again now they say it can take 1 week to get an email and that we would still be charged for the service until they receive the equipment . I offered to mail it myself and pay for the return . They said they would not accept that . So now I am being charged for a service we arent using and they cant post the payment in either case Please help

  

  Business Response

  Date: 05/27/2025

  Hello, 

  
  Thank you for reaching out. We sincerely appreciate the opportunity to address this matter, and we value the feedback provided.
  Upon receiving the complaint, we took immediate steps to rectify the situation. The issue was promptly escalated to our supervisor team for further review and resolution.
  We can confirm that our agent followed up directly with Mr. ***** and obtained proof of payment. The agent then submitted all relevant documentation to our billing department, requested the cessation of all future billing, and ensured the account was brought to a zero balance.Additionally, the proof of payments will be properly posted to the account.
  
  We trust this resolves the concern, but please dont hesitate to contact us should any further clarification be needed.
  Thank you,

  
  Lifeline Customer Experience Team
  

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  below is the lastest bill, they still do not have our payments posted. Thank you for your help *** Moran  

  

  Business Response

  Date: 05/28/2025

  Hello, 

  Thank you for your response and for bringing your concerns to our attention.

  Wed like to clarify that our agent was aware the additional bill dated May ******************************** error. As part of the escalation handled by our billing team on May 27, this erroneous charge was promptly removed. In addition, any outstanding payments that had not yet been posted were properly applied to your account at that time.
  As of May 27, your account has been brought to a zero balance and is now officially closed.

  We appreciate your patience and the opportunity to resolve this matter. Should you have any further questions or require additional information, please dont hesitate to reach out.

  Thank you,
  Lifeline Customer Experience Team

  Customer Answer

  Date: 05/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/12/2025

  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.

  This nightmare started in May 2024. We never done any business or utilize any services from Lifeline initially we were going to start monitoring service for a senior.Immediately we cancelled, stopped any services applied and Lifeline void the transaction.Lifeline acknowledge and confirm our request to canceling the service right away. But then send a device anyway even thus we cancelled any service.Lifeline told us they will send a return label to return the device and they never did.The company did charged $70.90 to my son Amex, but charge was reject Amex since this was a unauthorized charge. Then the harassment ******** son contacted Lifeline in summer 2024 informed to stop with this was improper charges and that we are still waiting for their device return labels, Lifeline agreed to stop trying any charges, but then continue trying to charge anyway for a service that I didn't ever have. Lifeline was then blocked by **** as our request.Lifeline continue sending bills and now send billing statement 04/21/2025 invoice for $390.00 for ******************************** coverage period 4/21/2025 thru 5/20/2025 which its FALSE.We want LIFELINE to stop the harassment of sending funny statements charges as we don't owe Lifeline anything.Lifeline don't care and still harassing a 91 year old senior lady for a service that she never have or existed with Lifeline. Irresponsible and careless organization to say the least.We want LIFELINE to acknowledge and to STOP the illegal tactic scaring seniors citizens.Thank you in advance

  

  Business Response

  Date: 05/16/2025

  Good morning,

  Thank you for bringing this matter to our attention. We take all concerns seriously and appreciate the opportunity to address yours.
  Upon receiving your complaint, we promptly escalated the issue to our Supervisor team for further investigation. We can confirm that a refund of $78.00 has been approved and sent for processing.
  Additionally, your account has been closed and brought to a zero balance.
  Our representative has made several attempts to contact you regarding this matter but was unfortunately unsuccessful. A voicemail was left detailing the actions taken and confirming where the refund will be sent.
  If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly. 

  Thank you

  
  The Customer Experience Team

   

• Initial Complaint

  Date:04/06/2025

  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.

  My mother passed away in February. My brother mailed the equipment back to Lifeline and explained via phone that we were terminating the service because the user had died. They are still currently billing my mother's bank account for their service.

  

  Business Response

  Date: 04/08/2025

  Hello, 

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you experienced regarding the billing and credit issues related to your mothers account. We understand how important these matters are and deeply regret any frustration caused.
  Upon receiving your complaint, we immediately took action to address the issue. The matter was escalated to our supervisor team, and we can confirm that the account has been fully closed. Additionally, a refund in the amount of $99.90 has been approved and is currently in processing.
  We value your feedback and are committed to enhancing our processes and customer service to prevent similar issues from occurring in the future. Please know that we are taking steps to ensure this situation is not repeated.
  If you have any further questions or concerns, feel free to reach out to us directly. We appreciate your understanding and patience as we worked to resolve this matter.

  Sincerely,

  Lifeline Customer Experience Team

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:03/18/2025

  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.

  Lifeline installed for my 100 y/o mother over a year ago. She subsequently had a fall (4/24), was hospitalized (*************************************************, ********, ** *****), then sent to a rehab **************** and finally moved to a local assisted living facility (******************).I canceled my mother's Lifeline, and I returned - in person - the equipment to a Lifeline designated ***resentative, who also had an automotive business. Seemed odd, but I do what I'm told.I just received a ***** **** for $187.80, when in fact, my mother was in the hospital last April, then sent to a rehab (May to September) and currently - since mid-September 2024 - lives in an assisted living facility. She had no need for Lifeline once she left home. I'd gotten an overseas call center when I'd tried to return the equipment. Communication was awkward spotty, alas, in this instance. (I've interacted with many excellent overseas call centers over the years, so had no bias going in.) Nonetheless, I finally got a very professional *** who instructed me where to return the equipment, which I did. I took it, as directed to a one-man auto shop in ******** on Route 281, not what I was expecting, but I'm an obedient soul. I asked for a receipt, but am now unsure if he gave me one. I had no use for the equipment, nor would I ever. (I live in an 100+ year old apt. ****. We hear everybody's everything ...)I don't know where or how all this fell into the murk. But it did. I did the right thing, and then the next person - it appears - didn't.Thank you for your time,Sincerely, ** (***** *.) ****** ************ (cell)************ (h.)

  

  Business Response

  Date: 03/26/2025

  Hello, 

  Thank you for bringing these concerns to our attention. We sincerely apologize for any frustration caused by the cancellation process and billing issues.
  Weve escalated the matter to our supervisory team and made several attempts to reach Ms. ******* including leaving voicemails with a direct contact number. Unfortunately, weve been unable to connect with her, and after our last attempt, her voicemail inbox is full. Additionally, **** had no success with the listed home number.
  To clarify, all calls are recorded for quality and security purposes. On June 13, 2024, we received a call from Ms. ****** requesting to suspend the account due to her mother being in rehab. We agreed to suspend the service for up to 90 days, and she agreed, and planned to follow up about cancellation if her mother would not be returning home.
  Currently, our system shows that the equipment is still actively checking in weekly from the phone number listed in her account, with the most recent auto-test on March 20. This is why the charges have remained accurate. However, we have now canceled the account and stopped billing going forward.
  We are committed to resolving this issue further and encourage Ms. ****** to reach out to the supervisor assigned to this case, using the direct contact number left in our voicemail, so we can assist further.

  Sincerely,

  The Customer Experience Team

   

• Initial Complaint

  Date:03/12/2025

  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.

  A charge of an annual membership showed up on my credit card. It was supposed to be canceled right after my tests were done. I requested to have no reoccurrence I called to get this resolved, however they just try to sell me more services and say I had a heart attack and I need to come in. They try to use scare tactics to get me to keep the service. I said I just want it removed. I see my cardiologist regularly. This was supposed to be removed. Now I'm stuck with a 200 dollar billl.

  

  Business Response

  Date: 03/13/2025

  Hello,

  Thank you for reaching out to us. I wanted to give you a quick background of our service and what we can offer you.Lifeline is a medical alert service company that offers personal emergency response systems. With our service, users can wear a help button that connects them to trained Care Specialists 24/7, ensuring access to assistance whenever help is needed. 
  
  The services that you mentioned above is separate from us and is not affiliated with our company.
  After reviewing the information you provided to the BBB, it appears that you do not currently have a Lifeline account with us. We understand that there are other companies that may use the name Lifeline, which can sometimes lead to confusion.
  
  If you have any further questions or concerns, please dont hesitate to contact us at **************. Were here to help!
  
  Thank you for your time, please be well and take care.
  
  The Customer Experience Team

• Initial Complaint

  Date:03/11/2025

  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 cancelled my account and returned the unit. They received it in 10/23/24. I was billed for Nov. and Dec 2024 for a total on $96.02. I called on 12/9/24 and was told they would mail me a refund check and I would get it within 30 days. I called again on 2/7/25 because I didn't receive a check. I was told I would get check in 3-5 days.Called on 2/27 and she told me refund was mailed on 2/13 and I'd get check by ***** days after 2/14.Called on 3/6 and he said he'd request a new check. I asked to speak to a supervisor and was told one would call me. I never received call.Called again today 3/11. She says agent I spoke to on 3/6 didn't file request for new check. She's also saying the check was mailed on 2/28 not 2/13 as I was told before.

  

  Business Response

  Date: 03/17/2025

  Hello, 
  
  Thank you for bringing this to our attention and we appreciate the opportunity to address your concerns. After investigating this matter, we found that the check refund was mailed on February 28 and cashed on March 14.
  We are committed to improving our processes and customer service to prevent similar issues from arising in the future. If any further assistance is needed, please do not hesitate to reach out to us directly and one of our representatives we will be more than happy to assist you.
  
  Sincerely 
  
  Lifeline Customer Experience Team
  
  

• Initial Complaint

  Date:03/01/2025

  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 keep telling them i changed the battery in my medical pendant i keep telling lifeline i do not need a new pendant but they still sending a new one so i refuse all packages to them plus a simple ****** search saids this Yes, you can change the battery in a medical pendant; most medical pendants use a replaceable coin cell battery, typically a CR2032 but mine was CR2477, which can be accessed by opening a small cover on the back of the pendant using a coin or small PLUS screwdriver i feel like lifeline does not follow my requests i do not need a new one.

  

  Business Response

  Date: 03/05/2025

  Hello,

  Thank you for reaching out to us. We appreciate the opportunity to address the concerns regarding Mr. ********* Lifeline button battery.
  Upon enrolling in the Lifeline service, all subscribers are provided with a Care Plan Agreement that must be signed and returned. This agreement includes a list of responsibilities, one of which specifies that the equipment cannot be altered or modified in any way.
  A new button was ordered for Mr. ******** after the low battery was reported. However, on February 26, he called to cancel the replacement, stating that he had replaced the battery himself and that the button was now functioning properly. Mr. ******** insisted that no replacement was necessary. The call was subsequently transferred to a supervisor, who explained that the model of the button he has must be replaced. The supervisor also reminded Mr. ******** of the company policy, which prohibits users from opening the equipment to replace the battery. This situation was then escalated to upper management for further review.
  
  Despite several discussions and repeated explanations of the policy, Mr. ******** continued to refuse the replacement when it was delivered to his home. He has been clearly informed that, in the event of an incident, the company cannot be held responsible if the equipment fails to function as needed due to modifications made by the subscriber.
  
  We hope this provides clarity regarding the situation. Please let us know if you need any further information.

  Sincerely 

  Lifeline Customer Experience Team