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

  
• 

  Philips Lifeline

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

• 

  Philips Lifeline

  16002 Meadow Oak Drive Chesterfield, MO 63017

• 

  Lifeline Systems Company

  110 Southchase Blvd Fountain Inn, SC 29644

• 

  Lifelines Alert Systems Inc

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

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:02/19/2025

  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.

  Today February 19, 2025, My elderly parent with complex health needs that has a Philips Lifeline around her neck for safety , fell while I was out of the house around 2:00. Either the Philips Lifeline alarm button got activated when my parent fell or she pressed the Philips Lifeline alarm button. The Philips Lifeline operator came on the loudspeaker and asked my parent if she fell and needs assistance, if she needed paramedics. My parent responded with I am ok, call my daughter. Operator did not call me, her daughter. Operator hung up and left my parent in a health crisis. I come home at 2:50 pm and find my parent fallen in the living room. Her Philips Lifeline button is in the floor next to her! Once my parent tells me what happened, and that I now realized Philips Lifeline ignored my parents request to talk to her daughter when she needed her daughter , which is not acceptable, I requested an investigation and I was told it will take 48 hrs for anyone to get back to me. That is not acceptable, it should be faster response.I call again to talk to management to put on my parents file to call me, the daughter, whenever the Philips lifeline alarm button is triggered, but the operator refuses to connect me to management & says to me they will not talk to me until their investigation is completed. I cant believe that I am refused access to management and that an operator, random person picking up the phone at Philips Lifeline plays gatekeeper and denies me the right to speak to management. That is not ok. I need to speak to management about the poor, inadequate, neglectful, elder abuse that is conducted, done by the Philips Lifeline operators and I need to speak to them sooner than 48 hrs. Someone needs to be accountable for these bad people that are answering the Philips Lifeline phones and acting like they dont care about the seniors and their family members.

  

  Business Response

  Date: 02/27/2025

  Hello,
  Thank you for reaching out. Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns.
  
  Upon receiving your complaint, we recognized that it had been sent to Lifeline US instead of the appropriate Lifeline Canada office. We immediately escalated the matter to the Lifeline ************************ We can confirm that their team followed up with Nazret on Friday, February 21. After extensive discussions, Nazret requested that the complaint be escalated to a supervisor.
  
  The supervisor has made several attempts to contact Nazret since then but has been unsuccessful. Despite their efforts, they have been unable to resolve this situation to Nazrets satisfaction. The supervisor has left multiple messages with his direct contact number, requesting a call back to help resolve any concerns.
  
  We are committed to addressing all concerns professionally and fairly, and we hope to resolve this matter as soon as possible.

  Thank you for your attention to this matter.
  
  Sincerely,

  Lifeline US Customer Experience Team

  
  

• Initial Complaint

  Date:02/10/2025

  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 am writing to formally file a complaint regarding the unethical and abusive business practices of LIFE LINE involving my elderly mother, **** ***************** September 2023, we canceled her service with the company. The /equipment was returned to their authorized local dealer in January 2024. Despite the cancellation and equipment return, the company continued to bill her for services she no longer received.Due to her memory difficulties, my mother inadvertently paid several of these unwarranted bills. Despite numerous attempts to cancel the service and explain the situation to the company, they persist in sending invoices, exploiting her vulnerability.I am requesting the following:A full refund for all payments made after September 2023.A written confirmation from Life Line verifying that the service has been permanently canceled and that no further billing will occur.This predatory behavior toward a vulnerable elderly individual is profoundly concerning and appears to be a violation of consumer protection laws. I request that you investigate this matter to ensure companies are held accountable for taking advantage of elderly customers.I can provide documentation, including proof of the service cancellation, equipment return, and continued billing statements if needed.Thank you for your attention to this serious matter.

  

  Business Response

  Date: 02/10/2025

  Please remove Consumer Complaint #******** from Life Alert and give it to Life Line.

  The complaint is about Life Line and the paperwork that the complainant submitted is from Life Line.

   

  Thank you,

   

  ***** ******

  

  Business Response

  Date: 02/14/2025

  Hello, 

  Thank you for bringing these concerns to our attention. We understand your frustration regarding the cancellation process and billing issues related to your mothers Lifeline account. Upon receiving your complaint this case was escalated over to our supervisor team to review. We have confirmed that the account was canceled, and equipment was returned. The refund for $125.00 has been approved and sent for processing. We are committed to improving our processes and customer service to prevent similar issues from arising in the future.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.

  Thank you 

  Lifeline Customer Experience Team

• Initial Complaint

  Date:01/09/2025

  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.

  A medical alert device was needed for my elderly mother who was soon returning home following a hospital stay. We called Lifeline on December 20, 2024. The sales person was friendly and helped set up an account by taking all of our information, including phone, email and payment information. He said we would receive a confirmation email within 24 hours, and that a medical alert device would arrive within a couple of days.On December 23, ************************************************** device from ******************. As this was a time-sensitive need, we called again. Our call was transferred multiple times, with each person giving us a different story.Becoming concerned, we did research on Lifeline and found a lot of concerning negative feedback about Lifeline and its fraudulent business practices. Given this new information, and the fact that we still had not received any communication or device from ******************, we called again on December 26, 2024 and cancelled this order.Over the next several days, Lifeline called us repeatedly trying to get us to continue with them, including a "manager" who apologized and begged us to keep our order. We told them that we had already set up service with a different medical alert company and would not be reversing our cancellation with Lifeline.On January 8, 2025 we received a device from ****************** with a SHIP DATE of January 6, 2025. We immediately called Lifeline to question why a device was sent since we had clearly cancelled our order 14 days earlier. Lifeline refused to answer why the device was sent, but told us that since we were now in possession of a device that we were obligated to pay them for it. We told them that did not need or want a device sent after cancellation, and wanted to return it. Lifeline ran us through a maze of employees before finally agreeing to send a return ******** date, we have not received a label. We are now stuck with a device that we did not order, with no means of returning.

  

  Business Response

  Date: 01/13/2025

  Hello, 

  Upon receiving your complaint, we took immediate action to rectify the situation, and we escalated this matter over to our supervisor team and can confirm that the account has been closed out and credited for the full amount now showing a zero balance. A return label was also emailed on January 10, to the email address that was provided to our representative and BBB. Please be sure to check your junk/spam folder for the email if you did not receive it in your inbox. We are committed to improving our processes and customer service to prevent similar issues from arising in the future.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.

  Lifeline Customer Experience Team

  Customer Answer

  Date: 01/13/2025

  [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:
  

  After the BBB notified the business, the business finally did the proper thing by closing the account and providing a return option (although Lifeline still refuses to state WHY they send a device long after the original order was cancelled).

  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:12/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having a problem with their Billing System. The Bill never reflects my last payment. It always shows that I am late, which I am not. I pay every month on time. It always show an outstanding balance of 2 months. I have called multiple times to get this corrected to no avail. Someone needs to take a look at their Billing system

  

  Business Response

  Date: 12/27/2024

  Hello, 

  Upon receiving your complaint, we took immediate action to rectify the situation, and we escalated this matter over to our supervisor team and can confirm that a Supervisor ***** was able to follow up with Ms. **** on December 20, to discuss the billing issue. At that time our Representative was able to confirm what payments we had received and which payments we have not received.  ************ she would have to reach out to her financial Institue to verify if missing payments have cleared on her end since she did not have that information available at the time we spoke and will provide confirmation of payments that cleared so that we can update her account. At this moment we are still awaiting a response from Ms. **** with her findings. 

  T**** you for bringing this matter to our attention, and we appreciate your understanding and patience.

  The Customer Experience Team

   

  Customer Answer

  Date: 01/07/2025

  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. 

  This case hasn't been resolved.  I have made several requests for a print out showing payments made for January thru December  ***** to Lifeline showing my monthly payments.  (Checks) 

  

  Business Response

  Date: 01/16/2025

  Hello,

  We apologize for any inconvenience caused by billing issues. We are here to help and waiting on documents from Ms. ************ We can confirm that a supervisor did speak with Ms. *********** on December 30, 2024, and again on January 13. At this time, she informed our supervisor that she had received the printout regarding the payment history but was not able to discuss the account at that time and requested a call back. Our supervisor did follow up again and during this call Ms. *********** was informed that Lifeline would need a bank print out of payment confirmation showing that the two missing payments had cleared her bank. She was also informed once we receive a copy of the cleared payments, we would update the account. Ms. *********** stated she would have to go to her bank to obtain that information since she had changed banks and requested another follow up call on Monday January 20 to go over the account. 

  Thank you 

  Customer Service Team

• Initial Complaint

  Date:12/18/2024

  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.

  My mother-in-law had her son, my husband, contact Lifeline on June 17, 2024 to cancel her service as she was able to obtain service through her health insurance company. They told my husband they would email him a ***** return slip so the equipment could be returned. He never received an email with the ***** return slip, even after calling multiple times and sending a letter to the company. On October 28, 2024, I called Lifeline and spoke with their billing department and was emailed the ***** return slip while on the phone with them. The equipment had been boxed up and ready to be returned since June, after the initial call to cancel service. I took the equipment to ***** on October 29, 2024 and have a receipt with the tracking number. According to *****, the equipment was received by Lifeline on October 31, 2024 at 1:03 p.m. Lifeline is continuing to bill her AFTER they have received the equipment! Current invoice date is 11-15-2024 for Service Coverage Period 11-15-2024 thru 12-14-2024. I called this morning and spoke with the billing department again asking why they are continuing to bill for service when she doesn't even have the equipment. I was told that since I was not "an authorized caller" on the account, that they could not speak with me! WHAT??? After both my husband and I both had spoken with them before?? My mother-in-law is 92 years old and is not able to hear on the phone nor take care of these types of issues. And that shouldn't even matter - they are committing fraud by billing for services when their is no equipment at her home to even have service! At this point, her bill shows a balance of $157.28. This needs to be wiped out and discontinued immediately. Apparently this company is known for this practice, according to the complaints that I have read. I have documents to prove phone calls, letter sent and ***** tracking information.

  

  Business Response

  Date: 12/26/2024

  Hello,

  We understand your request. However, in compliance with ***** regulations, we cannot contact non-authorized individuals regarding account details. The issue has been successfully resolved, and for any additional inquiries, please note that we would need permission from the account holders to speak with an unauthorized contact.

  Thank you

  Lifeline Customer Experience Team

  Customer Answer

  Date: 12/26/2024

  [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 phone call from Lifeline today.  I was told that the account had been adjusted to reflect -0- amount due and that all billing will be stopped.  I was also told that I would receive an email as confirmation of the phone call, which I have not yet received.  Would appreciate the confirmation email be sent to *******************************.
  
  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:12/16/2024

  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.

  Ordered a lifeline life alert button November 26, 2024 it is December 16, 2024. Still has not arrived. It has been in a ***** ********* location for 4 or 5 days. Today lifeline said they would send another device and provide a tracking number, nothing was provided. My 90 year old mother has been in the hospital and home and would like the button for her before something happens. Their business says how important it is for seniors to have the service but there is no urgency to get it her.

  

  Business Response

  Date: 12/26/2024

  Hello, 
  Upon receiving your complaint, we took immediate action to rectify the situation, and we escalated this matter over to our supervisor team who approved and submitted a replacement order due to the delay with ***** shipping. I can confirm that a both original order and replacement order was delivered to the home on December 21. Customer has set up the equipment and tested one device and informed our representative they will be sending back the other. 

  Thank you for bringing this matter to our attention,and we appreciate your understanding and patience.

  Lifeline Customer Experience Team

  Customer Answer

  Date: 12/26/2024

  [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,
  
  **** ****

   

  In the end Lifeline customer service representatives went out of their way to insure my mother received her device and that it worked properly .  Initially I fealt they were not at all at fault for the shipping delay and they dumped the issue on me the customer.  If I had a choice on the shipping method I could understand that.  They shipped a second device and both have been received.  Thank the Lifeline team for the resolution.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  life line keeps calling from numbers ************ and **********

  

  Business Response

  Date: 12/18/2024

  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.
  
  After reviewing the information you provided to the BBB, the phone numbers you are receiving calls from are not associated with our company. After further investigation, 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.
  
  Best regards,
  
  The Customer Experience Team

• Initial Complaint

  Date:12/11/2024

  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.

  My father, **** ****** (DOB ********; ***************************************), is elderly and I signed him up for services (to monitor falls, call for help, etc.). We ordered the smart watch, but he couldnt understand how to use it, so we sent it back immediately. Lifeline confirmed that it was received and, on 10/25, said we would be refunded $******. As of today, we have still not received the refund.We then had a mini necklace sent to us, but it didnt work (in fact, Lifeline sent us a letter on 11/6 that it was not communicating properlyso obviously we were not using it). I called Lifeline on 10/28 to cancel the monitoring service altogether. I was told I would receive a return label for the necklace several times, but just received it the week of 12/2. Regardless, we were assured that the monitoring service was cancelled on 10/28.We received a bill, dated 10/21/24, that says we owe $83.02. $41.51 of that is for the period that runs from 10/20 through 11/19. I called several times to ask for a revised bill since we cancelled service on 10/28 and should not be responsible for payment after that date. I still have not received anything. In fact, they continue to call me to ask for payment in full, even after I explain that we cancelled the service on 10/28 so should not be charged for services after that date. Also, they put another charge on his credit card on 11/20 for $46.95. The latest bills I received were for $124.53 and $129.97. I have no idea what they are continuing to charge us for and why they are putting charges on his credit card. So, I would like them to straighten out the billing issue for the monitoring services and I would like the refund for the smart watch (******) and the necklace that we sent back last week. I have called them many times, but we keep going around in circles. I finally spoke to a supervisor (***** *******), but nothing happened after that...even though I sent her an email pleading to fix everything on 11/21.

  

  Business Response

  Date: 12/16/2024

  Hello, 
  Upon receiving your complaint, we took immediate action to rectify the situation, and we escalated this matter over to our supervisor team and can confirm that the account has been closed out and a refund in the amount of $274.79 has been approved and sent for processing, this includes the total amount paid minus the $35.00 restocking fee. We have also credited the account for any outstanding balance that was showing bringing it to a zero balance. All billing has stopped, and account is now in a cancel status. We are committed to improving our processes and customer service to prevent similar issues from arising in the future.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.

  The Customer Experience Team

  Customer Answer

  Date: 12/16/2024

  [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:11/23/2024

  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.

  ***** 24 I paid them via credit card.I have reached out several times requesting an itemized invoice. They have refused to give me one. They were suppose to e-mail me one and have not as of yet.I have received the merchandise. I need a return slip for part of the purchase. They were suppose to e-mail me one and have not as of yet.I would like an itemized invoice and the return address sticker. Also they owe me a $41.40 credit. I am not sure that I will get it.I can't understand anyone in the customer service department. Asked for a supervisor and was refused.

  

  Business Response

  Date: 11/27/2024

  Hello, 

  Thank you for bringing this to our attention. After receiving this complaint, we took immediate action to rectify the situation, and we escalated this matter over to our supervisor team. On November 21, our representative offered a rate reduction from $44.95 to $39.00 a month for the monitoring fee which was accepted at that time. I can confirm the difference for the year in the amount of This equates to an annual $71.40 was approved and sent for processing. A supervisor was able to follow up with you to explain the refund process and a copy of the paid invoice was emailed to you as requested. We have addressed all the concerns and apologized for any inconvenience that was experienced.  We are committed to improving our processes and customer service to prevent similar issues from arising in the future. Your feedback has been shared with our team, and we are implementing measures to enhance communication with customers. We value your business and the opportunity to serve you.
  
  Thank you for your time.
  
  The Customer Experience Team
  

  
  

• Initial Complaint

  Date:11/17/2024

  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.

  Current bill (10/25/2024) is for $543.95. We cancelled service after intial purchase in November 2023. We returned the device promptly as requested. We continue to be billed additionally for monthly services of $38 since then. We have contacted ***************** monthly with each new billing statement and consistently have been assured all charges will be dropped. We wish the bill to be dropped and billing statements to cease.

  

  Business Response

  Date: 11/19/2024

  Hello, 
  Upon receiving your complaint, we took immediate action to rectify the situation, and we escalated this matter over to our supervisor team. I can confirm that the account has been cancelled out and balance has been cleared as well as all billing will stop. A supervisor was able to follow up to apologize for the service experience and inform the Consumer of all actions taken to resolve this matter. We are committed to improving our processes and customer service to prevent similar issues from arising in the future.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.

  Customer Experience Team