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:01/02/2024

  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 handle the financial affairs of my mother, *************************************. My mother has had a good experience with her Lifeline service until she accidentally overpaid an invoice. For about a year or so I have called the main Lifeline customer service number to ask that a refund check of about $177 be sent to my mother. The *** looks up her account (#********* and tells me a refund is due, but their accounting department is backlogged with only person issuing refund checks. The last person I spoke to was ****** on 12/20/2023 at 11:50 am. ****** said he would follow up on this and notify the refund department. Unfortunately there never seems to be any follow-up and this has gone on for a year. My mother has moved in with me and her current address is ***************************************************************************************************. Her former address was ************************************************************************************************. PLEASE ISSUE A REFUND CHECK ASAP AND MAIL IT TO ************************************* AT **********************************************************************************************. THANK YOU.

  

  Business Response

  Date: 01/03/2024

  Good morning,
  
  Thank you for taking the time to reach out to us with all of the information for your mother's account. We are sorry for the frustration you are dealing with. We have provided all of this information and escalated this over to the appropriate department.  A Senior Representative will review all of this information,will research the 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: 01/03/2024

  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. 

  This response does not constitute a resolution of the complaint.  The resolution I am requesting is a prompt follow-up and mailing of a refund check in the amount of approximately $177.  BBB: Please keep this claim open.

   
  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: 01/09/2024

  Good morning, 

  After escalating this over to the appropriate team, our Senior representative ****** confirmed that she had spoken with ************************** and informed him that we had previously sent a check which was sent back to us due to an error on our end. I would like to apologize for the delay in getting this matter resolved. I can confirm that corrections were made, and a new check will be sent out.  

  Thank you for your time, please be well and take care.

  The Customer Experience Team

   

• Initial Complaint

  Date:12/31/2023

  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 ordered a life alert system for my 93 year old mother from this company in November, 2023. I installed the device in her apt on November 25, 2023 and we tested it twice. We discovered it wouldn't work well for her so I contacted LifeLine to arrange for a return on November 27. I was told she hadn't been charged for the upcoming month yet and that her service would be cancelled. I received a ***** shipping label and promptly returned the equipment; it arrived at LifeLine on Dec 4. On November 28, I noticed that my mother had in fact been charged $29.95 for the upcoming (unused) month. I called the company again to request a refund. I was told I should see the refund on my mother's credit card account within 3-5 business days. On Dec. 4 when I saw that the equipment had been delivered back to Lifeline, I placed another call just to make sure the refund was still coming, as it had not yet appeared. I was told it would be imminent. Still no refund on Dec. 12, so I called again. This time I spoke with a supervisor who assured me she saw the equipment confirmed returned and that I'd see the credit within 5 days. Nope. I called again on Dec. 15, 19 and 29th. I've been told repeatedly that either the refund was coming, or was being escalated, and now apparently it's still "being investigated". I'm tired of calling - it's been 5 weeks and I have zero faith that the credit will magically appear. If my mother was handling this without my assistance, she would not notice or know how to get her money back, so I imagine many elderly people are being taken advantage of by this company. I would like her account credited ****; no more "we are looking into it" or "will escalate it". We chose not to use LifeLine because of what appears to be very poor training of the people who answer the alerts. When I told them my mom couldn't hear them over the speaker they seemed not to know how to handle such a call or know the protocol. This entire company's customer service seems lacking.

  

  Business Response

  Date: 01/02/2024

  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. We have provided all of this information to our **************************** A Senior Representative 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: 01/02/2024

  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. 
  

  I wanted to make sure Lifeline had the account holder name - *********************** - bc  I am account holders daughter   I would like resolution via a credit to her credit card and not further messages saying they are looking into it   This is a simple situation  Service was not used, cancelled within 1 business day upon delivery of equipment, equipment was immediately returned, and there was no contract requiring payment for a month service that wasnt used  It should not be this painstaking to return an elderly persons money   Thank you   

  [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,

  ****

   

   

  

  Business Response

  Date: 01/03/2024

  Thank you, **************** for the information.  Since you are listed as a contact person, I was able to locate your mother's account using your contact information you had provided to the BBB. I can confirm I forwarded all the information you had provided and escalated it to the appropriate team so that a senior representative can follow up with you. 

  Thank you for your time, please be well and take care. 

  The Customer Experience Team

  Customer Answer

  Date: 01/08/2024

  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. 

  Still no refund to credit card, no follow up, etc.  this is the same response I receive over and over again when I contact the company, and from other reviews and complaints it seems I am definitely not alone.  I was even told prior to filing this BBB complaint that I would receive a call from a senior representative to discuss this matter (after I had made several calls already to try to get refund) - no call ever came so I am not optimistic that anyone is taking care of this.  I would appreciate my mothers credit card being refunded asap.  I dont like filing these types of complaints but I had no other  recourse after many calls to customer service that went nowhere.  Thank you.  
  
  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: 01/19/2024

  Good afternoon, 
  Thank you for reaching back out to us regarding this matter.  I was able to escalate this to our supervisors and was informed the request was expedited and our senior representative ******, confirmed that the credit was applied to the account yesterday January 18. She also stated she left you a voice mail informing you of actions taken with her name and number. We would like to apologize for the delay and any frustration this has caused you and your family. 
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had to reactivate my phone four times this past year. Its very stressful having a lifeline phone you never know if its going to work or not. I must waste 100 hours a year trying to keep my phone service going. I have to constantly reapply serval times a year because my service is shut off. Somebody use my address and they shut off my phone. Its a really terrible program with really bad phones that you cant rely on. A few times I had to call 911 for an a medical emergency and my phone did not work. If you want to really horrible phone with third world service that doesnt work out the time. This is the perfect phone for you. I laugh when people think hes free. Phones are such a great deal. Its actually very dangerous and if your lives in Jeopardy you cant count on these phones. Of course the government give the poorest most vulnerable people in society the worst phones.

  

  Business Response

  Date: 11/16/2023

  Good morning, 

  Lifeline is a medical alert service. We do not provide phone services and are not a government funded entity. 

  Thank you for your time, please be well, and take care,
  The Customer Experience Team
  

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother used Lifeline medical alert device for many years. We decided to cancel the service when Lifeline was not able to replace her dongle. We cancelled the service about 1 year ago and sent back the equipment to Lifeline.Lifeline reactivated my mother's account without her permission in March 2023. Lifeline started billing my mother for a service she was not receiving. I called back in October 2023 to inform Lifeline that my mother did not have an active account. I requested they eliminate the charges. Lifeline assured me that it was a mistake and the billing would be corrected. In November 2023, my mother began receiving collection calls for the erroneous bills.I called Lifeline today 11-6-23 - they again reassured me that billing issues will be fixed and I should not have to contact them again.

  

  Business Response

  Date: 11/07/2023

  Good Morning *****
  
  Thank you for taking the time to reach out to us with all of the information for your mother's account. We are sorry for the frustration you and your family are dealing with. I can confirm the account was canceled on 11/21/2022 and this billing issue was escalated to the appropriate team to clear the account and stop all future billing. 
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

• Initial Complaint

  Date:10/28/2023

  Type:Sales and Advertising 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 84 years and have had Lifeline for many years. About six months ago my daughter received a call from lifeline looking for me. She gave me a number to call them and I did. Apparently the debit card (which was my grandsons) had expired over two and half years ago. They had my name, phone and address and yet never contacted me. They had both my daughters names and never contacted them until the exact day it was sent to collection - two and half years later. They stated I owed 800 dollars - which I on a fixed income living in senior housing do not. I offered to give them my number and start paying monthly as well as the 220 dollars I had in my account. My daughter spent at least three hours on the phone with them at various times trying to resolve this. They continued to call me every day and she asked that they stop and gave them all her contact information. A case to resolve this was opened - twice and they promised not to bother me. They continued to - took a 32$ payment each month and this morning I found they took another 200! They have never reached out to my daughter about the case as promised. Their billing system was negligent and I do not feel responsible to pay this. I agree to pay monthly payments for the service although have never used it.

  

  Business Response

  Date: 10/30/2023

  Good morning ********************, 
  
  Thank you for taking the time to reach out to us with all of the information regarding your account. I can confirm that your daughter had spoken to one of our representatives back on August 28 and a case was created regarding this matter. I want to apologize that no one followed up with your daughter since and for all the frustration you and your family are dealing with. I have escalated this complaint to our **************** Senior Representative and requested they review your account and case notes, as well as follow up with your daughter to discuss this matter. 
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

• Initial Complaint

  Date:10/15/2023

  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 Sep. 5, 2023, my social worker ***** called Lifeline and gave the phone to my ************************** to finish the transaction. ******* used her credit card to pay $24.11. ******* was familiar with the company due to their advertisement on the internet and through the mail. Lifeline representative told us about the equipment and how it works. After ***** left, I got on the internet to update myself about the Lifeline Alert System. *************************************** The equipment arrived in a few days after ordering it. ******* called Lifeline, and the representative helped her set it up. He waited on the line to make sure it was connected. The test alert did not go through even after waiting 50 minutes. She tried it again and the same thing happened. ******* and I decided that day on Sep. 12, 2023 that the equipment was not worth it and a person could die between that time spent waiting. ******* called the company back and told them she wanted to cancel due to the long wait. The customer service representative told her that it would be cancelled, and a label would be sent to her to return the equipment. The charge was paid on Sep. 14, 2023 after I had requested cancellation. ******* called them several times and the representative she talked to a week later stated she would expedite it. She called back again and was told that it would take 14 days to receive it. The last phone call made to them was on Oct. 6, 2023, and the representative told ******* a label had been sent which we never received. The order # **-SO-0136478. The phone number on the letter included in the package is ************. The equipment was shipped from ******************** Warehouse, **************************************************************************. I want Lifeline to send me the label or tell me that I would have to pay for return, and it will reimburse me and I want the service cancelled and the one day of use to be prorated and the remainder refunded to me. I am not able to upload a pictures.

  

  Business Response

  Date: 10/16/2023

  Good Morning,
  
  Thank you for taking the time to reach out to us with all of the information for your aunt's account. We are sorry for the frustration you and your family are dealing with. We have provided all of this information to our **************************** A Senior Representative will review all of this information,will research the 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: 10/18/2023

  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,

  ******

   

   

  

  Business Response

  Date: 10/26/2023

  Good morning,
  
  We are sorry for the frustration you and your family are dealing with. We have escalated this to a Senior Representative, I can confirm that a return label was created and mailed to the home address through **** on October 24. I can also confirm that our Senior Representative *** left a voice message with her call back number for your niece ******* at the number we have on file for her. We are in need of some more information from her to complete the process for the refund. 
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

  Customer Answer

  Date: 10/26/2023

  [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.  I also want to reiterate that I have not received a label from you and my voicemail does not work but you can send a message.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dispute: ******** Lifeline has failed to pay the $410.05 refund due to **************************Background: ******** Lifeline (Lifeline) equipment was leased by *************************, and services paid for more than 10 years. The user was Drbras aging mother, *********************. Upon Mrs. ******* death, the service lease was cancelled on 08/01/2023, proper authorization for service discontinuation was provided to Lifeline and equipment was promptly returned per Lifelines instructions with the mailing label provided by Lifeline. On 08/01/2023, Lifeline customer service stated a refund of $410.05 was due to *************************. Lifeline cautioned that a delay would occur in receiving the refund due to operational challenges in their office. On 10/02/2023, Lifeline billing representative, ******, communicated that the delay continued. ****** was unable to give an indication of when the refund would occur due to ongoing operational challenges. ****** confirmed the refund amount again at $410.05. Action Requested: Expedited refund paid in full by check or credit card. Concerns: Client suspects Lifeline is using client money for purposes unknown rather than returning funds due to clients. Lifeline appears to have serious financial problems resulting in the improper use of funds. Withholding funds due to clients (senior citizens) is fraud.

  

  Business Response

  Date: 10/06/2023

  Good morning *****, 
  
  Thank you for taking the time to reach out to us with all of the information for your mother's account. We are sorry for the frustration you are dealing with. I can confirm you had last spoken to one of our representatives on October 2 regarding this complaint. We have provided all of this information to our **************************** A Senior Representative 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:09/20/2023

  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 January 11, 2023 an order was placed for an emergency alert system installation ($99) and a monthly service fee ($42). My credit card was charged for the $99 installation fee on 1/22/23. As the company was unable to install the device, the $99 was refunded to my credit card on 2/22/23. On the same day (2/22/23), a monthly service charge was posted to my credit card. On March 20, 2023, I called the company and spoke with "********" regarding the $42 charge and she agreed that a refund was due and would be processed before my next credit card statement. Each subsequent month, no refund was made to the card and a follow-up call to Lifeline was made with apologies and assurances received, although no action was taken. On July 18, 2023 I disputed the $42 charge with "****" at my credit card company. August 10, ************************************* to contact the merchant. On August 29, 2023, "******" called to verify my credit card number and advised me that I would have the refund in 3-4 days time. My most recent statement dated 8/8-9/7/2023 did not have the credit. Calls to "******"'s voice mail on 9/13 and 9/20 have not been returned. Any assistance that the Better Business Bureau can provide would be greatly appreciated!

  

  Business Response

  Date: 09/21/2023

  Good afternoon,

  Thank you for taking the time to reach out to us with all of the information. We are sorry for the frustration you are dealing with. I was able to verify your account. I have forwarded all this information over to our *************************** Supervisors and I can confirm that on Sept 21, ****** had also escalated this request to our billing department. A senior representative will follow up with you. 

  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lifeline invoice number ********** account number ********** billing statement to ***************************** *************************************************************** total amount due ****** we never had any service from these people and now two years later they saying that we owe for 2 years of service I am 92 years old and think that I am being scammed I would like your help thank you

  

  Business Response

  Date: 09/21/2023

  Hello,

  I was able to investigate this matter and can confirm that ************** did call into Lifeline on November 13, 2021, and spoke with one of our representatives agreeing to take over payments since her medical was no longer going to authorize the service. ************** did call in again on September 18th and spoke to one of our Supervisors ******. ****** was able to locate **************** account and confirmed that she did have active services with us since 2018. Our Representative was able to explain to ************** the invoice and why she received it. ************** did not agree with paying for the service since she did not use it since she took over the payments and stated she never received any bills. At this time the billing address we have on file was confirmed with ************** and she agreed to cancel the service effective September 18th and felt the account should be credited due to her not having to use the service since she took over payments. On September 20th ****************** daughter spoke with another Supervisor ******* regarding the same issue. Both supervisors have informed ************** as well as her daughter that this request for credit will be escalated to our senior management team to review and inform of the next step. 

  Customer Answer

  Date: 09/21/2023

  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,

  ********* ***

   

   

• Initial Complaint

  Date:08/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My elderly aunt has been using Lifeline medical alert services for over 15 years. As she has aged a family agent (**) took over paying her bills in Feb. 2021. The ** called the company to update a new billing address. Fast forward to June, 2023...my Aunt's phone stopped working. (the Lifeline Alert System is tied to the phone). Caregivers finally they figure out it was because there was an interruption in services with Lifeline due to equipment failure. Caregivers called Lifeline about the equipment, at which point Lifeline stated there was $1,234.51 due on the account. They also determined the billing address was incorrect and updated the address.The ** or Aunt never received a bill, services were never stopped, and no one was contacted about the balance, for over 2 years.When the family representative found out about the bill, she called Lifeline 3 times over the course of 3 months. Lifeline always said a supervisor would call back, but she never received a call. One August 30th, 2023, when she finally got to speak to a supervisor, it was stated that Lifeline did made phone contact with my Aunt once in 2022 for another reason, and at that time, advised of the outstanding balance. The ** asked why services were not stopped for non-payment and the supervisor stated it was because they have a policy they will not stop services for people with disabilities due to safety concerns. They also stated that it would be the elderly person's responsibility to check with the company to make sure the bill is paid, even in the event they are incapacitated, or deceased, and someone else is paying their bills. Also it would be an elderly, incapacitated person's responsibility to communicate with the family to make sure bills are paid. This is a wildly unreasonable expectation and standard for a medical alert company designed for elderly and sick people.If your family member with Lifeline happens to get sick or die you may be responsible for their bill.

  

  Business Response

  Date: 08/31/2023

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