Business Profile

Medical Alert Systems

Lifeline

Complaints

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

Customer Complaints Summary

112 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of ******** ****************** from 2016 until 2022. I paid for their service yearly-January-December with a check. $35.00 monthly. I cancelled service on 7-27-22 and I have not received my overpayment for those months that I did not use the Lifeline. Numerous phone calls, emails and letters have been sent to ******** to no avail. Do have documented proof of the letters and emails. No proof of phone calls but they are expensive.At this time, I will NOT send any supporting documents, but they are available if needed.It is "way past time" this matter is settled, have been trying to get my overpayment back for 1 YEAR!! *********************
Business Response
Date: 07/13/2023
Good afternoon ****,

Thank you for taking the time to reach out to us with all of the information. We were able to locate your account and 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 account, and will follow up with you.

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

The Customer Experience Team
Customer Answer
Date: 07/13/2023
[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.

Regards,

*********************
Customer Answer
Date: 08/03/2023
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.

On 7-13-2023 I received a letter from Lifeline stating they would research my account and follow up with me. To date, I have heard nothing further from them. I have been trying FOR OVER 1 YEAR for Lifeline to return my overpayment. I am at my "wit's end" in knowing what to do or whom to ask for help in this matter. I did send a certified letter to the ** of Mass. asking for her help. Absolutely no response from her and I did get a response to the certified letter so I know she received it. I do not know where to turn to try for help.
Business Response
Date: 08/04/2023
****, we are sorry to hear that no one has contacted you regarding this matter. I can confirm this was escalate to a senior representative and was informed they had been discussing this matter with your daughter because she had reached out to our customer service department directly. I have escalated this over again and asked that you be contacted directly.
Thank you for your time, please be well, and take care,

The Customer Experience Team
Customer Answer
Date: 08/07/2023
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.

I can find NOWHERE on Lifelines letter to me anywhere to communicate with them. In the letter from them, they stated my daughter--which she did try numerous times to get this matter settled--had been in communication with Lifeline many, many times. The daughter just told me she has done all she can--tried a long time without success and was afraid she would have a stroke so she quit all communications with Lifeline some time ago. So, I can't believe what Lifeline is saying plus we have been told numerous times that this overpayment would be refunded and it never was.
For my part, I paid Lifeline one year at a time. I was taught by my parents to pay my bills and this is what all of us should do!! I have learned a valuable ****** from this LONG episode in my life. Do your business locally, and don't trust out-of-state business!!! In a way, I feel sorry for the folks in your area if all businesses are like Lifeline but that is your problem and not mine. Here in the Hoosier state, we believe in helping our fellow man, so glad I am a resident here in *******.
So, as my daughter says, she was afraid she would have a stroke over a matter that could have been resolved in 10 minutes instead of dragging it on for over a year. This year-long episode of getting back what is owed to me has also taken a toll on me and I certainly don't need a stroke!! I just watched my dear sister pass away from a stroke 10 days ago, certainly NO fun.
Please submit this email to Lifeline for their enjoyment. I will NOT pursue this anymore. *********************
Initial Complaint
Date:07/06/2023
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.
I received a call after having Lifeline for a year for payment. I had this set up at my moms house. I thought she was getting the bill. They said we owed over $600. I asked why we were just getting notified they said they had no address to bill. I went to give them my address. She said I have that on file. I gave them my moms address and she says we have that on file. Same with phone numbers both were on file. I asked about the $3.50 a month check cashing fee plus tax on next phone call. I was told to deduct all but one which brought the balance to $596.05. A check was wrote and sent in. The check cleared the bank on June 21. The account to this date has not been credited. They said finance control was handling it and they transferred me. I left a message and was told I would hear back from them within 24 hours. I have still not received a call back. I get the run around everytime I call. All I want is my moms account credited and get her monthly bills coming in. I am getting no where with this company. Youre telling me after 11 business days they cant find time to credit the account. It was one year before I heard from them , we paid and still show we have a balance of $647. How do I find out if other people have files complaints against them. How do I get them to credit my account. How do someone to listen to me when I call.
Customer Answer
Date: 07/17/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 04/25/2024
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 credited in full and the account has been closed out. Our representative attempted to reach out to you and left a voice message with her direct number. 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:07/06/2023
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.
*************************** died 1/10/2023. Cancelled LifeLine service that day. Monthly fee was charged to credit card automatically each month. CC was in ******'s name so card was cancelled. Invoice was mailed to ****** in error and he paid it. LifeLine owes ****** refund for 2 months of service @ $41.93 each month. Daughter ************************* has called LifeLine 2-8-23, ****, ****, 3-3, 3-6, ****, ****, ****, ****, ****, ****, ****, 7-6 and has spoken to multiple people who have been going to check on refund and get it processed. To date it still hasn't been completed. I have details of each conversation which I uploaded as supporting documents.
Business Response
Date: 07/10/2023
Good Morning ******,

Thank you for taking the time to reach out to us with all of the information for *********************** 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
Initial Complaint
Date:07/06/2023
Type:Customer Service 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 family got a lifeline alert system which my mother never used, we called and had our trial period cancelled and they sent a return ticket. We called on 4-28-2023 and was told equipment was returned and there would be no charge. I can not get them to stop sending me emails concerning my mother status for the week. Every week I receive an email and I have called them six times asking them to stop sending emails. Twice I was told the email was deleted. I was told alert system never canceled. I was told they would delete the account. I asked twice to speak to a lead supervisor yet they wouldnt *************. I just want the emails to STOP. The account is under ********************* ************. My email is *********************
Business Response
Date: 07/06/2023
Hello
*************** to #********
We do NOT SELL or RENT lifeline alert systems -that is a different company.
We are a ******************** and provide ONLY personal care services, homemaking services and respite services.
We do NOT provide any type of equipment --or medical alert systems

thank you
*************************
************

Business Response
Date: 07/10/2023
Good Morning ****

Thank you for taking the time to reach out to us with all of the information for mother's account. We are sorry for the frustration you are dealing with. I can confirm the equipment was returned and received on April 26, and the email address was listed on your mothers account as well as the administrator's account which you were listed as. I can also confirm the email address was removed from your mothers account on May 19 and must have been missed on the administrator's account at that time. It was then removed from the administrator's account on June 1. We have provided all of this information to our *************************** for the Senior Representative to research and assist in getting this issue resolved.

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

The Customer Experience Team
Customer Answer
Date: 07/10/2023
[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.

Regards,

*****************
Initial Complaint
Date:06/29/2023
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.
Please forgive me. Complaint about lifeline Screening was in error.I switched to a new company due to lifeline's inability to get me a working call button. This went on for 6 months. Basically, the service was unavailable during that time-frame. I finally switched to medical guardian and sent back the equipment to lifeline. This was almost two years ago. Starting in January, Lifeline began sending me bills. My accountant paid two of them before I discovered this. After calling lifeline billing, I asked for a refund and to quit sending me bills. I was assured this was going to happen. Today I received yet another bill. I called again. No joy in Mudville. I wish a refund of the paid in error bills and a cease and desist of receiving more bills. I also would like my credit report repaired.Lifeline Account # ******** Invoice # ******** Amount due. $327 .90 **************** # **************
Business Response
Date: 06/29/2023
Good Morning

Thank you for taking the time to reach out to us with all of this information. We are sorry for the frustration you are dealing with. We were able to locate your account with the information that you have provided and forwarded it over to our **************************** A Senior Representative will review all of this information,will research your account, and will follow up with you.

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

The Customer Experience Team
Initial Complaint
Date:06/23/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My debit card was charged erroneously *****. This charge was related to my mother, *************************. Her Lifeline account was recently canceled. The company had mistakenly put my bank information under my mothers name and subsequently charged me the last payment instead of my mothers checking account. I contacted ****************** and they informed they will not refund the amount. They should bill my mother and correct their mistake. My ATM card was used to set her account up and she subsequently began paying her monthly charge out of her own bank account. She had made her own payment for their services for a few years. Im seeking a refund of ***** from them and ask they correct their records to reflect the correct billing account belonging to my mother.
Business Response
Date: 06/26/2023

Good Morning

Thank you for taking the time to reach out to us. I was able to locate your mothers account with the information you provided. 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: 06/26/2023
[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.

Regards,

*********************
Initial Complaint
Date:06/18/2023
Type:Customer Service 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.
Lifeline fails to respond to calls within a reasonable amount of time. The unit says it is connecting but there is silence. What it took three hours to learn is that all lines are so busy -- and Lifeline call centers are so understaffed, apparently -- that it can take 5 to 10 minutes for the agent to respond.I had assumed that the box unit was malfunctioning because of the likely failure of the last agent to do a manual rather than automatic reset after the call. Further, when escalating to a supervisor, the agent will say that the supervisor will be calling right back, but that is not true. When the supervisor did call back, it was while the customer was on the phone with a ****************** agent so his call ****** went to voicemail. His microphone was adjusted so low it was nearly impossible to make out what he was saying but there was a sentence about promising to call back ten minutes later. Obviously, nearly an hour later the supervisor did not call back and once again the customer had to request of an agent that the supervisor be given a message.When the supervisor did call back, he referred the customer to customer service which he announced was closed on Sundays -- conveniently for Lifeline which hopes the customer will not call back the next day. At no time did the supervisor state that the calls were being answered extremely late due to high call volume. He wouldn't dare admit that, of course, because that is not an acceptable excuse for an emergency service on a holiday weekend. Lifeline has the obligation to increase its staff on holidays knowing that accidents are more prone to happen on holidays.,I request that customer service supervisor ************************* get back to me to discuss this situation. I have repeatedly experienced low phone volume from reps, needing to ask for the rep to adjust the **** -- and now we need to wait 5 to 10 minutes for a response at all? Telling us our equipment is malfunctioning as a smoke screen -- all of this is unacceptable.
Business Response
Date: 06/19/2023
Good morning,
Thank you for taking the time to reach out to us with all of the information for your account. We are sorry for the frustration you dealt with. We have provided all of this information to our **************************** A Senior Representative will review all of this information,will research your account, and will follow up with you.

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

The Customer Experience Team
Customer Answer
Date: 06/19/2023
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 ********s 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.
I do not accept the response because it is clearly an automated robo-response and does not address the request to speak to the ******** Service Supervisor ************************* who has been involved in the history of the problems with their equipment. ********s should not be aske do to state and restate the issues because the business assigns different staff from the same department to respond to the complaint. This customer has actually had to explain to agents what ************************* had researched because they had no idea what had transpired. It is not clear at all that the business keeps detailed records of troubleshooting and solutions, further inconveniencing the customer client. In this case as well, I have the testimony of the agent who responded to my last call that their call center could not timely respond to emergency service calls -- the very reason we subscribe to Lifeline in the first place. I do not expect BBB to simply close a case because a boiler-plate email was churned out to the complainant, especially when it is evident that the complaint was not read thoroughly and the response ignores the direct and reasonable requests of the customer complainant

FAQ

Regards,
*********************************** (PhD)

Business Response
Date: 06/23/2023
Good morning,
Thank you for taking the time to provide your valuable feedback with us. We are sorry for the frustration you have experienced. I can confirm our Senior representative ************************* was able to contact you on June 21 and discuss all your concerns regarding our agents and the issues with the equipment. ******* has sent emails to the appropriate departments for coaching opportunities and has also explained the problems that will occur with having two active units in the home.
Thank you for your time, please be well, and take care,

The Customer Experience Team
Customer Answer
Date: 06/26/2023
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
NOTA BENE:
Lifeline knows full well that ************************* is still in the midst of completing her research on the problems and therefore the business response to BBB is premature. Lifeline is reminded that ************** was able to resolve all of the issues with the two buttons months ago and that the problem this time was that the call center was so overloaded and understaffed for the holidays that it took five or more minutes to respond to a call.
Because in the past the call centers were better staffed, customers are used to a response to an emergency call within one or two minutes. Therefore, I aborted the calls by repressing the message buttons because I had no idea that Lifeline would understaff its call centers and leave customers to wait up to five or more minutes for a response. Of course, one could bleed to death now waiting for Lifeline to fulfill its contractual obligation to respond timely to calls.
In any event, several agents misinterpreted the double signaled calls as a defect of the machinery. I assumed that perhaps the previous agent hand not performed the requisite manual resent for the earlier-issued equipment because I could not imagine that Lifeline would be so slow to respond to an emergency triggering of the fall detection device. I would get better service with a direct 911 call button that is on the market and I suggest that if Lifeline does not address its call center problem, it will indeed lose customers.
In any event, supervisor ** did not admit this to me -- he did everything wrong that a supervisor can do: have an agent indicate he was calling back immediately and not do so, then when the customer calls back the agent says he will be calling right away but he did not wait until the agent was off the call and his message went to voicemail; he did not adjust his microphone properly so the voicemail was almost entirely inaudible, when he finally called back (promising ten minutes later but needing the better part of an hour) he did not admit that the call centers were overloaded, would not check the file to be sure that customer preferences were duly noted, telling the customer to call during the week to customer service. While listening to all of this, an agent responded to my call through the Lifeline box and I realized that indeed the box was working. This was a surprise because that call had been initiated up to five minutes earlier while I was speaking with **. And that agent admitted to me that the problem was the overloading of the call center leading to inordinately slow response times. Only then did I realize that my equipment is not the problem but Lifeline's personnel policies and information management are.
Therefore, we need to let ************** continue her research to see how the troubleshooting will proceed. The response from Lifeline is premature except as a place-marker indicating good faith to try to resolve the issues -- which is appreciated if it is truly in good faith -- the response does not document that the issues have been resolved. I look forward to my next conversation with ************** for her report.
Regards,
*********************************** (PhD)

Business Response
Date: 07/10/2023
Good morning ******************,
I wanted to follow up with you regarding your complaint. We have escalated this further to assist ************************* with the additional research. We will continue to work with her to resolve the issues and have her follow up with you.
Thank you for your time and patience.

The Customer Experience Team
Customer Answer
Date: 07/10/2023
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.
While I am pleased that Lifeline now states a commitment to research the matter, I must insist that the case remain open because of the fact that no contact was made since the last communication. ************** asked me to not test the Lifeline unit until after she has had the opportunity to do more research but then weeks passed with no contact which is, of course, not acceptable. The prior response of Lifeline didn't even acknowledge the facts of the situation. So, again, while I am pleased that Lifeline is pledging to follow through on its original dual unit contract with me, it remains to be seen whether Lifeline will walk the walk and not just talk the talk, as the saying goes. Given that it is taking shortcuts by understaffing its call center, it is not clear whether or not it will actually resolve the matter appropriately. I will try to be optimistic and I look forward to hearing back from ************** as the person who has been the most trustworthy Lifeline staff member to assist me.
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,
************************************** Ph,D

Business Response
Date: 07/26/2023
Hello,
After following up with ************************* and our IT department, I can confirm that our IT representative **** had spoken to ****************** and was able to resolve her issues. We did receive a clear signal on July 16 with her equipment in the home and another clear signal from her mobile button on July 19. ************** reached out to ****************** after speaking with **** and had had left several messages. ************** did confirm that she received a voicemail back from ****************** stating that the issues have been resolved.
Thank you for your time and patience while we worked on getting this matter resolved.

The Customer Experience Team
Customer Answer
Date: 07/27/2023
[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.

Regards,

***********************************, Phd
Initial Complaint
Date:06/04/2023
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 was calling united health care somehow I got connected to lifeline they said that all equipment was free but I would have to pay ***** a month for fee I guess. After I thought about it something didn't seem right so I called united health care for sure this time and he said it was a program for women that are pregnant which I am not I'm just worried that they are going to empty my bank account. Any help would be appreciated. Thank you **************.
Business Response
Date: 06/05/2023
Good afternoon,
Thank you for taking the time to reach out to us. Unfortunately, Im not able to determine who was called or which representative you may have spoken to. I would like to reassure you that we do work with both Humana and ******************* If a member is eligible, we do provide this service as a covered benefit for our medical alarm service. If interested and would like to check the eligibility, please contact our *************************** at ************ and they would be able to assist.
Thank you for your time, please be well, and take care,

The Customer Experience Team
Customer Answer
Date: 06/06/2023
[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.

Regards,

*********************
Initial Complaint
Date:05/30/2023
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.
***************************** passed away in December of 2022. I returned her Lifeline equipment via receipt #*************** which was received on 12/29/22 and also requested her direct payment account be canceled. On 1/6/2023 her checking account was debted, by Lifeline, in the amount of $32.08.On 1/10/23 I spoke with an agent and was told the $$ would be refunded via a check.On I spoke with an agent on 2/13/23 and was assured a refund was in process but they were short staffed.On 4/6 I spoke with ****** and she resubmitted reimbursement request.On 5/4 I spoke with "*****" and he passed me onto ****** in billing and I was assured the reimbursement would be done soon.On 5/15 I spoke with ******** who passed me to "Kobi" in billing who told me someone from Finance would speak to me within 2-3 days.As I have not heard from anyone from Lifeline, I assume they are continuing to avoid paying the $32.08 mistakenly charged my Mother's checking account.My mother's Name is *****************************. Her address was ***********************************************************************************. Her phone was ***********.
Business Response
Date: 05/31/2023
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. We have provided all of this information to our **************************** A Senior Representative will review all of this information,will research your mother's account, and will follow up with you.

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

The Customer Experience Team us why here...
Customer Answer
Date: 05/31/2023
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.
This is the same response I repeatedly have been given. I need a firm resolution date.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: 06/08/2023
Good afternoon,
We are sorry for the frustration you have dealt with. I can confirm check # ******** for reimbursement was issued and put in the mail as of June 8, 2023. Please note you should receive it within 10 to 14 days.
Thank you for your time, please be well, and take care,

The Customer Experience Team
Customer Answer
Date: 06/09/2023
[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.

Regards,

*******************************
Initial Complaint
Date:04/12/2023
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.
After cancelling my Mother's Lifeline account on August 18, *********************** continued to use autopay from her checking account for 2 months. I canceled the autopay but continued receiving paper bills thru January 2023. I called 6 times from mid October 2022 to April 4 2023, was told the account had been cancelled, they would send a check for $49.82 in over payment, twice they said it would be sent the next day. Three times I asked to be called when the check was sent out, only once they called back and said it would be sent the next day (March 17 2023). But I never received a check. My last call to Lifeline was April 4 2023 when ***** said the check would be sent the next day and she would call and confirm with me that it had been sent. As of April 12 2023, ***** has not called to confirm the check had been sent, and I have not received any refund. Please see attachment for more details.I want this resolved ASAP with Lifeline confirming with me that a check for $49.82 had been sent to me (because she has passed away) by REGISTERED mail.
Business Response
Date: 04/17/2023
Hello *****,

Thank you for taking the time to reach out to us with your information regarding your mother's account. We are sorry for the frustration you have been dealing with. We have provided all of this information to our **************************** I can confirm A Senior Representative reviewed all of this information and found that a check was placed in the mail on Tuesday April 11th. You should receive the check within the next few days if you have not done so already.

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

The Customer Experience Team
Customer Answer
Date: 04/17/2023
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
As of April 17, 2023, I have not received the check and cannot accept Lifeline's response until I receive the check, due to the fact that they they have told me 6 times since October 2022 that a check would be sent.
For this to be resolved I need to receive the check and deposit it into ******************************* estate account at our bank.

Regards,
*****

Business Response
Date: 05/01/2023
Hello *****,

Thank you for taking the time to reach out to us with your information regarding your mother's account. I was able to confirm with our accounts payable that the check was received, and it was cashed on April 18. This case has been fully resolved on our end.
Customer Answer
Date: 05/02/2023
[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.
Yes, my complaint has been resolved, but this business does not deserve an A+ rating when it takes 6 phone calls over 5 months and then the BBB intervening before they refunded my money. This business continually lied to me and also in their response to BBB on April 17th stating "a check was placed in the mail on Tuesday April 11". Please see attached copies of the check with invoice and the envelope's postmark, showing March 17th on the invoice, and April 13th on the check and postmark. After reading complaints on BBB, it appears this is an ongoing problem with this company.

Regards,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Lifeline is BBB Accredited.