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:08/11/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered and paid for a Lifeline system for my mother on June 8, 2022 (order number *******). She never received it. I have been trying to call customer service, but I just get a message saying that the customer service line is down. They don't even provide me with an email address! For a large company, this has got to be about the worst service I've ever received. My mother fell just a few days ago, too. This is very upsetting.

  

  Business Response

  Date: 08/12/2022

  Good Morning ****,
  
  Thank you for taking the time to reach out to us with all of the information for your mothers account. We are sorry for the frustration you are dealing with and should not have to go through this to have equipment shipped out. We have provided all of this information to our **************************** A Supervisor will review all of this information, will research your mothers account, and will follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team
  

  Customer Answer

  Date: 08/12/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

  My issue is still not resolved. At this point I want a full refund and cancellation.

   

   

   
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 08/19/2022

  ****************** our representative has reached out and left a message to resolve the issue for your mother. His name is ********************* he left a direct line for you to contact him. 

  Customer Answer

  Date: 08/23/2022

  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. 

   

  At this point, I just want a full refund and cancelation. 

   

  The device was not shipped by the promised date.

   

   

   

   

   

  [You must provide details of why youare not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards, 

  ****

   

   

• Initial Complaint

  Date:08/10/2022

  Type:Product 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 Monday June 27th I ordered a ******** Lifeline system for my mother while she was in the hospital recovering from a fall. 33 business days later I have yet to receive the product, have had numerous phone calls with their sales staff and several emails that keep promising it will ship within 5-7 business days. I feel I am being lied to, I am no longer comfortable with my transactions with this company, I regret giving them my credit card information. I am now being ignored by ******** and have had no response from them this week at all. Just now I sent them yet another complaint telling them the product needs to ship by the end of the week or they need to cancel the order.

  

  Business Response

  Date: 08/11/2022

  Good afternoon ***************, Thank you for taking the time to reach out to us with all of the information for your mothers account. We are sorry for the frustration you are dealing with and should not have to go through this to have your mother's equipment shipped out. We have provided all of this information to our **************************** A Supervisor will review all of this information, will research your mothers account, and will follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

  Customer Answer

  Date: 08/11/2022

  [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:08/10/2022

  Type:Product 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 July 1st, 10 days ago, I contacted lifeline to tell them my mother was moving and now needed a wireless box for her life alert. They promised they would mail one. It has still not arrived. And I have tried calling several times over the last few days and it says that their phone lines are non-operational. So I emailed them and have not received a response. So my mother who has seizures and falls is without her Life alert to let us know if she's falling and having a seizure.

  

  Business Response

  Date: 08/11/2022

  Good Morning ***************************,
  
  Thank you for taking the time to reach out to us with all of the information for your mothers account. We are sorry for the frustration you are dealing with and should not have to go through this to have replacement equipment shipped out. We have provided all of this information to our **************************** A Supervisor will review all of this information, will research your mothers account, and will follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team
  

  Customer Answer

  Date: 08/11/2022

  [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:

  Lifeline did call me this morning and are sending the product my mother needs. They explained that they have had a large problem with their phone lines and are working to fix them. Thank you for your help. 
  
  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:08/09/2022

  Type:Product 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.

  In May of 2022, we ordered a replacement necklace for my mother (***********************) for her life alert machine. Since this item was backordered the company offered to stop debiting her bank account until we confirmed receipt of the replacement necklace and advised they would "credit her account" with $57.08 for **** since that had already been debited from her bank account. After 6 additional calls giving various "double speak" explanations, we were eventually told they could not refund that $57.08 to her bank account but instead were putting the credit on her account with them. We advised we did not want a credit on her account since we were not sure we were going to continue our business with them since, as of July 8th (when we returned the unit and malfunctioning equipment), the replacement necklace still had not been received and they didn't know when it would be shipped. We requested the refund to her bank account and gave them 10 business days from June 30th. As of today, no refund has been posted into her bank account. We are requesting assistance with getting her refund of $57.08 into her bank account. She is 83 years old and my brother and I have POA to assist her with all of her financial, medical and any other needs that *** arise. She is going blind and has memory issues and this was our best effort to allow her to stay in her home as long as possible, at her request. We had to purchase another unit from a different company to secure her well being and this has become quite disturbing at how they have taken advantage of someone when their company touts assistance and lack of worry to their customers. Anything you can do would be greatly appreciated since they have been advised multiple times of our request and our intent on filing a complaint with BBB if not refunded to her. Thank you, **************** ******

  

  Business Response

  Date: 08/11/2022

  Good Afternoon *****************************
  
  Thank you for taking the time to reach out to us with all of the information you have provided. We are sorry for the frustration you are dealing with, with getting your mother's account refunded. We have provided all of this information to our **************************** A Supervisor will review all of this information, will research your account and, will follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

  Customer Answer

  Date: 08/11/2022

  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. 

  This is the same response we've gotten over the phone multiple times since May and nothing is ever done to get the money back into her bank account. This is their delay tactic it seems.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 08/17/2022

  Hello ****************, 

   

  I have spoken to the finance department, they state they have not been successful reaching you regarding the refund back to you credit card as it appears the card that made the payment was a **** in your name. They stated the refund was pushed through on August 12, please allow **** business days for the refund to appear in your account. Please let me know if anything else is needed. 

  Customer Answer

  Date: 08/18/2022

  Better Business Bureau:
  
  There should not have been any issue with a refund to my mother's account since they were able to debit it monthly, using the account's **** debit card number, however, we have received a refund on August 15th, so this matter is resolved provided no other charges are made to her account.

  Thank everyone for resolving this complaint #********.  It's just very unfortunate we had to go this route to get such a small refund.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/09/2022

  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.

  ******** lifeline was bought out by CONNECT AMERICA Earlier this year 2022. My 95 yr mother has had nothing but issues with her medical alert pendent by this company - many replacements that only last maybe a month working.It presently IS NOT working...when testing pendent says "no cellulng ar data". I attempted to call ******** on Saturday, 8/6/22 and said they were closed even though voice mail stated open until 4pm EST! On Sunday I again reached out to ******** and now phones did not say anything just got disconnected. By Monday, 8/7/22 the phones are now disconnected due to TECHNICAL DIFFICULTIES. - this is recording. I left message and sent email to a Supervisor I had been in contact with - no response! I reached out to Connect America and asked several times for Supervisor to call me back...nothing! I'm appaulled my mother is paying for a device that IS NOT WORKING! I can't imagine others who pay like I do to not have a working pendent! ******** NEVER sent an email or **** letter stating they were bought out - PATHETIC! My 95 yr old mother is DEPENDENT she have a working pendent - what a disgrace!

  

  Business Response

  Date: 08/09/2022

  Good Evening Jaye,
  
  Thank you for taking the time to reach out to us with all of the information for your mothers account. We are sorry for the frustration you are dealing with and should not have to go through this to have consistent working equipment without the need of a replacement. We have provided all of this information to our **************************** A Supervisor will review all of this information, will research your mothers account, and will follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team
  
  

• Initial Complaint

  Date:07/21/2022

  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 have been waiting to have my lifeline unit reactivated for over a month. Lifeline has been contacted several times by my case manager at Caledonia Home Health. They have sent an authorized approval for the monthly cost and again twice more for approval of the installation fees. Still no unit has arrived. I was in a nursing home for a short term stay during the months of April - 6/17/22. My phone number changed from ************ to ************. I receive Long ************* Services that allow me to receive personal care in my home. I have fallen multiple times in the past 6 months an need this service for my safety. I dont see why they cant restart my services with the unit I have that was working just fine before I went to the nursing home. I just want the service activated.

  

  Business Response

  Date: 07/22/2022

  Good Morning *************************************,
  
  Thank you for taking the time to reach out to us with all of the information for your account. We are sorry for the frustration you are dealing with and should not have to go through this to have replacement equipment shipped out. We have provided all of this information to our **************************** A Supervisor will review all of this information, will research your account, and will follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

  Customer Answer

  Date: 07/27/2022

  [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 received a call on 7/22/22 from Lifeline saying the would call me to set up installation of my unit but I have not heard back from them yet.  This issue is still unresolved.
  
  Please help me

  
  Regards,
  
  *********************************

• Initial Complaint

  Date:07/18/2022

  Type:Delivery 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 94 year old mother who lives alone has had satisfactory service from Lifeline( formerly owned by ********) for years. However, in mid- June the red button on her unit lit up indicating her battery was low. We called immediately and were told it would arrive in 3-5 business days. When it did not arrive, we called again and we were told it was back ordered until mid- July. We were assured that her battery would not expire before she received a new unit but they could not tell me how long the battery would last nor when the unit would arrive. I have been told at different times by different operators that it is a supply chain issue, that the company that makes them is having trouble getting the part and that the warehouse is in transition. I have also been told that my moms order would be expedited when the unit is available. As of today, the unit remains back ordered with no expected arrival date. This is unacceptable to my mom, myself and my family and is causing us undue anxiety. This company provides ONE essential service and should have contingency plans when problems such as this arise.

  Customer Answer

  Date: 07/29/2022

  [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 been contacted by the company several times and last week my problem was resolved. I am now very satisfied with the end result.

  
  Regards, 
  
  *************************