Complaints

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

close

Find a Location

Lifeline has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  Lifelines Alert Systems Inc

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

• 

  Lifeline Systems Company

  110 Southchase Blvd Fountain Inn, SC 29644

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:07/06/2024

  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.

  This pertains to account *********, for ***************************************, who resided at *****************************************************. The account was activated on 30 November 2023 and terminated on 9 January 2024. All equipment was returned to Lifeline in February 2024. Yet LifeLines accounting system continues to show (apparently) that we are being charged for November and December 2023, and January and February 2024. I have been trying to settle the account. I have, unfortunately, not received an accurate invoice from Lifeline reflecting the period of operation. I ascertained from conversations with multiple - and I mean multiple - Lifeline operatives on 27 February 2024, and others on 20 May and 27 May 2024, that the correct amount is $38.21. However, after the conversation with Lifeline on May 20, I received an invoice reflecting coverage through February 2024 even though the service was ended on 9 January 2024, and not for the previously agreed upon amount of $38.21. I confirmed the outstanding amount yet again - $38.21 - with a LifeLine operator on 28 May 2024 and based on that I sent LifeLine a check for the amount of $38.21 on 3 June 2024. Today my wife received notification that the matter has been referred to a collection agency, for the amount of $114.63, which LifeLine had already confirmed with me on multiple occasions to be an incorrect amount. I am disputing the amount with the collection agency and will be contacting LifeLine at the fist available opportunity next week. While I thank LifeLine for the coverage it provided, albeit for a very short time, they really have to sort out their monumentally useless accounting system to prevent matters such as this from arising. I require LifeLine to (1) acknowledge that they have received the correct remuneration and (2) sort things out with the collection agency they have referred this matter to.

  

  Business Response

  Date: 07/15/2024

  Good morning,

  Upon receiving your complaint, we took immediate action to rectify the situation and we escalated this matter over to our supervisor team to investigate. We can confirm that the account has been closed out and the refund was approved on July 8 in the amount of $114.63. 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 Answer

  Date: 07/22/2024

  22 July 2024

  To:  Better Business Bureau
  

  To whom it may concern 

  Thank you for addressing the concerns I raised in my complaint.  Your help in this matter certainly produced fast resolution of the issue.  

  I have reviewed the response submitted by the business and have determined that the response does for the most part satisfy my issues in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved, despite my lingering concern that the completely unwarranted referral to a collection agency by the vendor may have damaged my credit rating, a matter which is still to be determined. Still, it appears I no longer have to worry about being contacted by a collection agency, and for that I am grateful to both the vendor and the BBB.  
  
  Yours sincerely,
  
  *************************

• Initial Complaint

  Date:07/06/2024

  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.

  On December 7, 2023, I called Lifeline to order a system and service for my elderly mother who was hospitalized at *************** in ******. We believed she would be returning home post discharge. I received the Lifeline system in the mail but never opened the box or activated the service because my mom could not return home and was placed in assisted living. I notified Lifeline on January 2, ******************************************* service and asked how to return the system. After 3-4 phone calls with Lifeline asking how to return the system they finally sent me a shipping label and I promptly returned the system. Lifeline sent me a bill for the service, which I never activated - again never even took the system out of the box - I called Lifeline and they said to disregard the bill. Today, I received a bill from a collection agency - AR Resources - employed by Lifeline trying to collect that service bill amount $152.76. I would like the BBB to intervene at this point so that Lifeline/AR Resources will retract the debt collection notice. I have excellent credit and do not want it impacted by this false claim that I owe money. Thank you.

  

  Business Response

  Date: 07/16/2024

  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 credited showing a $0 balance and the account is now closed. You will no longer receive any bills or phone calls. 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.

• Initial Complaint

  Date:06/25/2024

  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.

  Service for Lifeline monitoring canceled as my father passed away. Equipment shipped back via *** on 3/29/24 and received by them 4/2/24. Despite this, my **************** card was charged for service on 4/10/24.First spoke with Lifeline on 4/10/24 and was told that it could take 4-6 weeks for refund to be processed. Again spoke with Lifeline rep on 5/30 after no refund and was told that she was escalating the situation to the next level but could take 7-14 days. After still receiving no refund, I called again on 6/12/24 and was told that the refund had been processed and that the check was in the mail. Today, 6/25/24 after not receiving any check I again called and this time was told that the process for the refund check could take up to 30 days (after being told two weeks ago that the check was in the mail). I just want my money back.

  

  Business Response

  Date: 07/02/2024

  Hello,

  We take your dissatisfaction seriously and are dedicated to providing a swift resolution. Upon receiving your complaint, we took immediate action to rectify the situation and we escalated this matter over to our supervisor team to expedite this refund. I can confirm it has been processed and will be mailed out today July 2.

  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 our communication with customers. If there is anything else we can do to address your concerns or assist you further, please do not hesitate to contact us directly.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.
  

  The Customer Experience Team

  Customer Answer

  Date: 07/11/2024

  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
  
  Regards,

  *****

   

  I received Lifeline's response that they were mailing the check on July 2. It is now July 11th and I still have not received any check.

   

  

  Business Response

  Date: 07/22/2024

  Hello, 
  We take your dissatisfaction seriously and are dedicated to providing a swift resolution. After receiving the rejection to our response, I escalated this further to investigate. And can confirm that the refund was sent on July 2, and it can take up to ten to fourteen business days to receive. We have confirmation that the check was received and cleared on July 15.

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

• Initial Complaint

  Date:06/01/2024

  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.

  I returned the lifeline device well ahead of the date when the next payment should have come out. The payment came out anyway Every time I call I keep getting the run around and they say the money will be returned shortly. I even gave them the tracking number and they confirmed it had been returned. I just want my money back. I am retired and cannot afford to have missing money. Thank you.

  

  Business Response

  Date: 06/11/2024

  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 $55.21 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.

  Customer Answer

  Date: 06/12/2024

  [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:05/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled the lifeline service in early March when my mother moved out of her home. Monthly charges of $25.16 had been paid for about 4 years. Equipment was returned and received by Lifeline. They assured me charges would stop. Have called numerous times and charges are still being made to her credit card. Latest was 5/22/24. They provided an incident #*********. Phone reps are polite and assure me charges will stop but they have not.

  

  Business Response

  Date: 05/29/2024

  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 refund of $75.48 was approved and processed on May 29 and the account was closed to stop any further billing. 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 Answer

  Date: 05/29/2024

  [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:04/29/2024

  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.

  In February, Lifeline was contacted to subscribe to their medical alert system for my elderly parents. Only part of the equipment was originally shipped, which delayed installation and use of the equipment by a month. On March 19, 2024, I was told by a supervisor, *********************************, that a $49.36 refund had been issued since the service was unusable for a month. As of April 26th, the refund had still not been issued. In the meantime, On April 10, 2024, some of the original equipment had been returned and replaced with something cheaper. No refund had been processed for the returned equipment as of April 26th. The refund for the returned equipment was to be $330.96. The two refunds are supposedly in process now, but no credit has been posted to my parents' account.After dealing with faulty equipment which trigger false alarms, ridiculously long hold times trying to reach customer service, excessive wait times for Lifeline emergency response, we decided to end the service. Today I called to initiate the return process. After being on hold for nearly 40 minutes, I was told that I have to pay to return their equipment, and after 14 days have passed, I need to call THEM to give THEM the tracking number so they can verify the return. They refuse to call me when they receive the returned equipment, even though they will have everything they need to be able to do so. I believe this is a major scam intended to defraud seniors who are dissatisfied with Lifeline's substandard equipment and are due refunds.

  

  Business Response

  Date: 05/02/2024

  Good morning,

  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 amount of $600 that was requested has been approved and sent to be processed. Account has been canceled. 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 Answer

  Date: 05/04/2024

  [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:04/24/2024

  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.

  Cancel service on march 1 2024 they signed when device was returned on march 14 2024 but took $47.90 out of account auto pay even when we no longer had there service. Still fighting for refund. I realize we will never get that refund as April 24 2024 still no refund

  

  Business Response

  Date: 04/29/2024

  Hello,

  Upon receiving your complaint, we took immediate action to rectify the situation and we escalated this matter over to our supervisor team. We can confirm that the account has been closed out and the refund has been processed. Our representative reached out to client's daughter to inform her of steps take 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 Answer

  Date: 05/01/2024

  [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,
  
  *****************************

  Customer Answer

  Date: 05/12/2024

  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. 

  they contacted me and promised to send the refund. It is May 10, 2024 we still have not received it so it is not resolved. This company does nothing but lie and lie and lie. 

  

  Business Response

  Date: 05/20/2024

  Hello, 
  Thank you for reaching out. We understand the importance of timely and efficient service, and we deeply regret the inconvenience this has caused you. Upon receiving your complaint, we took immediate action to rectify the situation. a refund of $47.90 was submitted to the credit card today May 20.  Additionally, we have taken proactive steps to fully close out the account.
  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 our response times and communication with customers. If there is anything else we can do to address your concerns or assist you further, please do not hesitate to contact us directly.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've canceled the lifeline personal mobile device for both ************************* (account ********* and ******************************* (*********) in January and requested credit on the billing. I have been disputing the setup fees and Lifeline supervisor said that they would credit/remove the setup fees, cancel our accounts and we are no longer required to pay the invoices. Invoices continue to come in the mail and current invoice dated 4/1/24 on Account No. ******** is $613.60. There has been no resolution to the account and when I call it took me 3 months to have a supervisor call me back, no one ever does. I also have the two mobile monitoring devices and have asked for the return mailing labels to be shipped to me and that doesn't happen. Lifeline continues with fraudulent billing practices, and it is almost impossible to talk to supervisor or have your account adjusted.Why do the invoices come from three different locations (*********** **, ****** **, ********* **)? Very confusion and inconsistent.Requesting the account be closed and credited as we owe nothing.

  

  Business Response

  Date: 04/19/2024

  Hello, 

  thank you for bringing this matter to our attention. We have escalated this matter over to our supervisor team and can confirm the account has been credited and canceled to avoid any further billing. 

  Thank you for your understanding and patience as we addressed this matter.

  Customer Answer

  Date: 04/19/2024

  [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:04/12/2024

  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.

  Lifeline is a fall detection monitoring system company which I had purchased to help with the safety and security concerns for my elderly father, upon having my identity stolen I fell into financial difficulties which i explained to the company upon calling in on a borrowed card to make a payment. I was asked if card was to stay on file or was this a one time payment which I proceeded TO MAKE VERY CLEAR NO DO NOT KEEP CARD ON FILE, IT WAS A ONE TIME PAYMENT, I will b calling in the payments until my personals card and issues came in and were resolved. Ten days later i received a call from my friend asking me why there card was charged again, i called Lifeline asking why ? I was told a refund will b back on the card 5-7 business days, nothing 5-7 days later called back told 30 to 60 days refund ask to speak to the supervisor no return call no refund an unauthorized charge was placed on someone card with no explanation no response they never even asked who's name was on the card. This company is full of thieves, to make worse my dad account was not even updated for a week with the new phone number in the event something would've happened and I am a lil over an hour away. The unprofessional display they have shown is a disgrace, it's not the amount of money, it's the mere principle and a matter of respect and the trust we place in the ************** take advantage.

  

  Business Response

  Date: 04/19/2024

  Good morning, 

  Thank you for bringing this to our attention. I escalated this over to our billing department. I can confirm the credit card has been removed from the account and the card was refunded the unauthorized charges on April 15.

  Thank you for your understanding and patience as we addressed this matter.

• Initial Complaint

  Date:04/09/2024

  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 sister and I ordered a Life Alert system through a company called Lifeline. Phone is: ***********. Email address is lifeline.com. It seems to be endorsed by BBB. We ordered the Home Safe medical alert system. I googled and got the info. A friend's father had this system- they were happy with it.We received the unit in the mail in October, 2023 but waited to call to test and activate it , since my mom had suffered a fall and was hospitalized and we were unsure exactly when she'd be returning home. When I did call to see if the unit worked, I noted the person on the other end was very difficult to understand- so I told her NOT to activate the unit, that we'd probably return it. I was told to call to get a return label if we decided to return it.My sister mailed the unit back and it was received by Lifeline on January 29, 2024. We were checking my mom's mail throughout this time period and a monthly bill from Lifeline was never sent-we thought the unit was never activated, and we returned it, so didn't expect one from Lifeline. However, after we returned the unit, a billing statement was sent for the amount of $372.43 that included an activation fee and monthly fees. On the billing statement, there is no email address or phone number-only an address that a check should be mailed to: Lifeline, Attn: *************************, ***************************************************. I googled Lifeline's phone number, called and inquired why the unit was activated, why we never received any monthly bills until after we sent the unit back, etc. I was told that the unit was automatically activated when it was received in the mail, that we had missed the 30-day return window, explained on the agreement we had signed (my sister called to set up the service, she stated no agreement had been signed) but that since we had returned the device, they would not charge us the last 3 months and to send the check to: P.B. ****************************!

  Customer Answer

  Date: 04/19/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 04/29/2024

  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 credited in full and the account has been closed out to stop any future billing. Our representative attempted to reach out to you and left a voice message informing you that the matter was resolved. 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 Answer

  Date: 04/30/2024

  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 would like to note that if a voice mail message was left for me stating that the complaint was resolved, I do not know where it went- to my knowledge I did not receive a voice mail. I understand that my account has been credited and closed and there is nothing that I owe to this business.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ************************************