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

  
• 

  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

• 

  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:04/11/2023

  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 June 7, 2022, I cancelled Lifeline service for my uncle since my uncle, *********************************, had passed away. The cancellation number:60-0031467479.On June 8, even though the service was cancelled, Lifeline withdrew $32.08 from my bank account even though I had been assured no more withdrawals would occur.On June 9, 2022, I spoke with ***** and was sent to ***** who said she would let another department know to refund the money. On June 27, I received an email apologizing for the poor customer service and stating that a check had been mailed to my uncle's address. We never received that check.On August 6, I emailed ********** services with a new address but received no acknowledgement. On August 27, I emailed again with the same result. I emailed again on September 6 with no acknowledgement. On February 2, 2023, I mailed a letter to the ********** address. I have received no acknowledgement of that letter requesting reinbursement for the erroneously taken (by Lifeline) funds. I have received no refund.

  

  Business Response

  Date: 04/13/2023

  Good morning *************,
   
  Thank you for taking the time to reach out to us and providing this information. We are sorry for your experience and would like to reassure you that we have reviewed all the information that you provided in regard to your uncle's account. I have escalated this matter to our Senior Representatives and can confirm that the request was followed up on and will be processed on Friday. The refund will be sent to the desired address that was provided to us. It is expected to arrive on Tuesday April 18, 2023.

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

  Customer Answer

  Date: 04/21/2023

  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:02/21/2023

  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.

  This is regarding my grandmother's previous lifeline service. In September, following a previous BBB complain, Lifeline said they would not send another bill for service. In October, I received a bill for $30. I have received two more notices for $30, the most recent is threatening collections if it is not paid. I have been unable to contact anyone at Lifeline.

  

  Business Response

  Date: 02/22/2023

  Good morning ************,
  
  Thank you for taking the time to reach out to us and providing the attached information. We are sorry for your experience and would like to reassure your that we will review all the information that you provided in regard to your grandmother's account. We will have a Senior Representative follow up with you to discuss this.
  
  Thank you for your time, please be well, and take care,

  
  The Customer Experience Team

  Customer Answer

  Date: 02/27/2023

  [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:
  
  Lifeline has contacted me and removed the charge and agreed not to contact us again. 

  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:02/20/2023

  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 am 98 years old and fell on November 14, 2022. Lifeline did not provide the necessary or correct information to firefighters after I pushed the Lifeline alert button on November 14th. As a result, firefighters had to break out locks on my apartment door. My daughter *************************** and I have contacted Lifeline by email and letter (attached) seeking reimbursement for repair bills to my apartment door, but have received no response. Repair bills, which include installation of a temporary lock on the door, repair of the door, and a replacement lock.

  

  Business Response

  Date: 02/21/2023

  Good morning ******************, 
  
  Thank you for taking the time to reach out to us and providing the attached information. We are sorry for your experience and the frustration you are dealing with and would like to reassure your that we will review all the information that you have provided. We will have a senior representative follow up with you to discuss this matter.

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

  Customer Answer

  Date: 02/22/2023

  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.]
  I spoke to **************** at ****************** and emailed Lifeline **************** in November and December 2022.  *********************, **************** Representative, promised to forward my request for payment to the damages to my apartment door, but I heard nothing further.  I then wrote a letter to the General Counsel at Lifeline demanding payment for repairing the door and replacing the locks and requested a response by Feb. 15, 2023.  To date I have received NO response about whether Lifeline is going to pay for repairs to my door.  

  The Lifeline response to my BBB complaint is more of the same and provides no resolution to my request for payment for damages.

  
  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: 02/22/2023

  Good Morning ******************, 

  We looked into this further and was informed that a check was sent out on 2/16/2023 for the damages that occurred due to forced entry. Please allow seven to ten business days to receive the reimbursement. 

  Thank you for your time.

   

  The Customer Experience Team

  Customer Answer

  Date: 02/23/2023

  [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:01/11/2023

  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.

  My father (*****************************) had the alert system for several years prior to passing in February 2022. His payments were automatically withdrawn from a checking account we shared. Lifeline service was discontinued, and equipment was returned in late February, early March. In October, I noticed Lifeline had begun debiting the checking account and phoned them on October 17, 2022. They explained a new payment processor was being used and somehow the former auto payment started again. The representative stated that 3 payments totaling approximately $155.00 had erroneously been billed and paid. She apologized and told me a check would be mailed within 3 weeks. I followed up on November 11, 2022 and was told that it could take between 5-7 weeks to get my refund. I called again on December 9, 2022 and was told the check was sent for processing. I waited (allowing adequate time for holiday mail) until December 21, 2022 to call again and requested a supervisor since this would be my 4th call! I was directed to ***** who said the check was sent for processing and to allow 3 weeks! She apologized and informed me they only had one person who took care of checks. Subsequently, I received a survey for my call and filled it out with very poor remarks which led to an email from ***************************** on December 28, 2022. ***** researched my issue and reassured me that I was in good hands with *****. On December 29, 2022, I got a follow up call from ***** telling me that the check would be mailed the following day. Unfortunately, I've yet to receive the check after waiting another 3 weeks! Lifeline had no legal reason for billing my account and getting my money back has been worse than dealing with IRS! I'm no longer able to dispute these transactions through the bank due to the time I've graciously waited for them to own their mistakes and illegal transactions! I have not been given an adequate reason to why my refund cannot be electronically processed to expedite return...?

  

  Business Response

  Date: 01/12/2023

  Thank you for taking the time to reach out to us with all of the information for your fathers account. We are sorry for the frustration you are dealing with. We have provided all of this information to our **************************** A Supervisor will review all of this information, will research your fathers 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: 01/12/2023

  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:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this home fall/help monitoring system for my mom at a cost of $46.13 monthly charged directly to my Discover credit card. Over 3 months ago, the battery failed in the fob (critical part used to notify when an incident is occurring) and we followed their replacement instructions. My mom and I have both made multiple calls to follow up on getting the replacement. It has never been shipped. They have stated a variety of reasons that started with supply chain issues, and now a warehouse move as the most recent issue. Bottom line is that this is a critical service that needs to be available on demand. She has had a non-functional service for more than 3 months. There is no way for her to call for help when she falls. They have continued to charge my card for the months they are unable to provide service. I have canceled the service. They were not willing to refund for the 3 months they did not provide service. I would like those charges refunded. ($138.39) You should also be aware they are continuing to sign up new customers that they are unable to supply with equipment. This is just wrong.

  

  Business Response

  Date: 12/27/2022

  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. We have provided all of this information to our **************************** A Supervisor will review all of this information, will research your mothers account, and will follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

• Initial Complaint

  Date:11/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had qualified for service through lifeline for cellphone services and internet. I sent in my verification for my SNAP benefits and my Tribal ID. I had Q Link Wireless until October 28th 2022, I cancelled service with this provider because they had turned off my cell phone and told me I had to pay for a plan enough though I still was qualified for benefits. I have went over 6 weeks without any kind of phone and now lifeline has spent the last day rejecting over 20 documents saying that I cant prove my SNAP benefits or that I am a Tribal. I sent in pictures of me logged into my ********* account as well as the proof I have snap. I also sent in my Tribal ID, verification letters I had received from my tribe as proof. They still will not provide me service. Q link wireless also wont cancel my account all the way so they can still charge the government for my benefits. I never received a tribal benefit. I had service for 2 months and now that I let my cellphone company of 7 years go because of signing up for ACP and Lifeline.

  

  Business Response

  Date: 11/17/2022

  Good morning,

  Thank you for sharing your feedback, I just have a follow up question do you have the advertisement for Lifeline cellular and internet coverage as we are not a cell phone company nor an internet provider, I would need to get this information over to our marketing team. Lifeline is a Personal Emergency Response System, in the event of an emergency you would use our system to gain access to emergency services rapidly. If there is advertisement out that we offer cellular coverage or internet coverage, can you please add that to this complaint so that I can get to the bottom of who is sending out incorrect information. What was attached was from Qlink and we are not associated with this company. 

   

  Thank you for your time,

  The Customer Experience Team

• Initial Complaint

  Date:11/14/2022

  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.

  On May 8,2021, I ordered medical alert equipment from Philips Lifeline. Equipment worked until May 2022 (one year). They promised to send a new unit immediately, but it never arrived. I sent back the original equipment and asked for a credit to my account. Even though I had cancelled my service, they sent me a new unit in October 2022. I returned it unopened. Philips Lifeline is still charging me. I talked with them this morning and they promised to return $96.15 to my account within two weeks (November 28, 2022) the credit is suppose to be on my account. They previously have made many promises none of which were fulfilled.Customer Service is almost impossible to get to get ahold of and I have not gotten any results

  

  Business Response

  Date: 11/30/2022

  Hello,

   

  I can confirm that refund request has been approved and processed, the refund will be sent your credit card the last payment card on file. The request for approval was completed on 11/22/22. 

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was an internet and mobile customer via the acp govt program. i was going to swicth companies until the new company told me there was no free phone. then i found out id lose my internet service. so i declined. q link wireless said all i have to do is not activate service. . that wasnt true. i got emails saying serivice was gonna be transfered, i made calls to xfinity daily. they told me to reapply service and i did. then they said wait 48 hours. at that point my account was rebilled as it said in the email and i owed 77$ and i lost my phone number. i have no phone. xfinity has full credits from the govt and i have no service

  

  Business Response

  Date: 11/11/2022

  This complaint appears to be for Xfinity, I am unable to find an account for Lifeline. If you are, can I have the members name and phone number associated with the account?

• Initial Complaint

  Date:11/03/2022

  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.

  After 10 years, we cancelled a parent's Lifeline services on 08/16/2022. The company continues to bill my credit card, and is now sending a paper bill to my parent's home. We have been trying to resolve this with this company for nearly three months and we get a different story every time we call, with the promise that the money will be refunded, the matter will be closed, and we will never have to have contact with them again.The company is now implying that we have never returned some of the equipment, however we have the ***** confirmation of receipt by Lifeline along with photos of the package's contents. All calls have been documented by me, and according to the company, recorded.We would like our credit and we would like all ties severed with this company.

  

  Business Response

  Date: 11/04/2022

  Good morning *****,

   

  We are working on a resolution to your complaint at last check your mother's PMD account had been cancelled and a refund was being credited back to your account. Someone from department handling your mother's account should be reaching out to you shortly to discuss this information in detail if they have not already. I apologize for your experience with all the delays. We are working diligently to resolve this matter for you. 

   

  Thank you,

  Customer Experience Team

• Initial Complaint

  Date:10/31/2022

  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.

  Lifeline continues to charge for my deceased mothers monitoring service, which I cancelled July 21, 2021. The monthly Lifeline bill had been automatically charged to ***************** and so when **** was charged on Sept. 21, 2021, I called **** and I did receive a refund of $106.36. I also called Lifeline at that time and **************** said that although ****************** had cancelled the account, they had mistakenly not cancelled the automatic billing to ****. Lifeline **************** assured me that they would now cancel the automatic credit card charge. The charges were no longer appearing on the **** card, but I did receive a paper bill on 10/20/25. I called Lifeline again and **************** said the account was completely cancelled, and they transferred me to the ****************** to confirm the cancellation. The ************* indicated that the account had not been closed properly but they would fix it and I should ignore any future bills. Subsequently, I did receive an invoice on 11/20/21, and when I called I was told the charge would be credited, and that the representative would contact the ************************* to verify the return of all equipment. I heard nothing for seven months, but then received an invoice dated 06/09/22. When I called Lifeline, **************** confirmed all equipment had been returned and the account was closed so they would waive the $40.12 charge, and if I received another bill I should call back. I received invoices dated 07/09/22; 08/10/22; and 08/20/22. Each time, the representative confirmed that the account was closed. Additionally, on August 17, 2022, I was told that the ************* would be directed to stop billing me. I have since received invoices dated 10/20/22 ($111.42) and 10/25/22 ($40.12). Lifeline has continued to send invoices for over a year, despite their assurances that the account was closed. This may be merely clerical ineptitude, but it might also be a ruse to ******* mourners.

  

  Business Response

  Date: 10/31/2022

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

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  While I appreciate the response from Lifeline, the response is insufficient.  Lifeline says it will look into the ongoing billing, but I have been told this for over a year. The response does not resolve the issue.  

  [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: 11/02/2022

  Hello, 

   

  The credit has been applied to the account we have requested that this be expedited to reflect no balance owed in addition the representative has also stopped billing to the account. 

  Customer Answer

  Date: 11/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Thank you very much! 
  ***********************