Reviews

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

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Lifeline has 5 locations, listed below.

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  Lifeline

  200 Donald Lynch Blvd Ste 300 Marlborough, MA 01752-4816

  
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  Philips Lifeline

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

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  Philips Lifeline

  16002 Meadow Oak Drive Chesterfield, MO 63017

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  Lifeline Systems Company

  110 Southchase Blvd Fountain Inn, SC 29644

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  Lifelines Alert Systems Inc

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

Review Details

• Review fromRussell H

  Date: 02/02/2024

  1 star

  Russell H

  Date: 02/02/2024

  Thought I was receiving a spam call. Let it go to voicemail. Surprised a voicemail was left. Listened to it. It was lifeline. A lady left a very rapid talking message that my sad had an incident and needed assistance. Had to listen to it 4 times to get all the information. Called the phone number, was on hold for 15 minutes before someone picked up. Had to wait over 5 minutes for the phone rep to read me the notes. That's all I got. Asked if there was someone I could speak to about his condition. She answered, you can him. My dad is deaf!
  

  Lifeline

  Date: 02/06/2024

  Good afternoon, 
  
  Thank you for taking the time to reach out to us with all of the information. I was able to locate the account and escalated this review over to our senior representative in our *************************** to investigate and follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

• Review fromJean B

  Date: 01/17/2024

  1 star

  Jean B

  Date: 01/17/2024

  Ordered Lifeline with installation for my Mom on 12/4/2023. No installer called. I called, finally installation was set up for 12/20. I called the installer the day before to confirm, and he said hed be there. The morning of, the installer cancelled because he didnt have the correct equipment, that hed expedite this, then I heard nothing back. Called customer service on numerous occasions, and no installer called, and no equipment. On 1/9/2024 spoke to a supervisor to cancel my account as we received no equipment and no service. No satisfactory explanation was given. On 1/11/2024 my credit card was charged another $29.95 despite my cancelling the account. Im waiting on my refund of my initial payment of $235, and now the $29.95. ******* for the company said the refund could take up to one month as theyre behind. Forget about this company; itll save you a lot of headaches and grief. The worst part is that my mother had no service protection during this time. Awful, awful, shameful. I feel like Lifeline now owes us for putting our family through this ordeal.
  

  Lifeline

  Date: 01/18/2024

  Good morning,
  
  Thank you for taking the time to reach out to us with all of this information. We were able to locate your mother's account. I can understand your frustration with the delays and can confirm the representative you had spoken with on January 16 has submitted a request that the refund be expedited. I have also escalated this matter to our **************** Senior Representative and requested they review your account and follow up with you to discuss this matter. 
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

• Review fromPaul C

  Date: 12/15/2023

  1 star

  Paul C

  Date: 12/15/2023

  After reading these reviews i realized i also have been scammed by lifeline. i believe that this is related to the purchase of the good ******** Lifeline by a bad company Connect America. i ordered the system for my mother. First they sent the wrong equipment. Then they sent the correct equipment, but i am unable to return the wrong equipment because they don't send the return shipping label they promised. When i called customer service they tell me they don't have a record of the account, can't find her in the system. i even called back to get a different phone answerer ( by that i mean it is obvious that they have little training and cannot service the customer) and i got the same result, no record. How can they not have a record of the customer who payed the bill, set up the system and tested it. That's scary. Next i try to use the app. It doesn't work. Surprise surprise! When you call the phone answerer they tell me the old app is retired, the new app might be released in **** but not sure when. Because its on a credit card and i have not received my statement yet i fully expect that the billing will be messed up too possibly double billed ( like i read in another review) because i am unable to return the equipment. i even asked the phone answerer at one point could i return the equipment to some office they have listed on the website in *************. the response was " probably". Next lets talk about the website, you can't even leave a review on the company website seems like they only have good reviews. If you have a honest ,well run company you don't need The Customer Experience Team lead by the Senior Representative to put out condescending responses to legitimate concerns to make it appear that they care. like the name of the fake app called Lifeline Cares app. ( they don't) . i could go on and on but am running out of space here. I still can't believe AARP recommends the company.
  

  Lifeline

  Date: 12/18/2023

  Good afternoon ******************,

  Thank you for reaching out to us and bringing this to our attention. Can you please send us an email with the account information and your contact information, so that a supervisor can reach out to you to discuss this matter and address your concerns. 

  Please send email to *************************************************

  Please be well, safe, and take care.   

• Review fromMike A

  Date: 11/17/2023

  1 star

  Mike A

  Date: 11/17/2023

  I see other customers are having similar problems to ours.We requested a replacement to my wife's basic help button and Lifeline sent us a "Fall" button and upgraded our level of service to reflect the new button.Unfortunately, I noticed it and calle d customer service and asked that the bill be corrected and the correct button be sent.It's been 5 months and at least least 6 customer service types who promised me they'd solve both problems...I finally got a new basic "help" button for her..no one told me they had a new design coming out which appears to be one of the 2 problems..who cars..out problem is that they're running a large delinquent balance against our account and no has corrected it.So I got another bill today and I'm going to send in the correct account..and I've started reviewing other companies..***** and *****************, ********, **
  

  Lifeline

  Date: 11/29/2023

  Good afternoon,

  
  Thank you for taking the time to reach out to us with all of the information for the account. We are sorry for the frustration you have been dealing with. I can confirm our billing representative made all the adjustments to the account and the new invoice will generate with the correct pricing. She also attempted to contact you and had to leave a message with her call back number for any further assistance. 

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

• Review fromDenise K

  Date: 07/27/2023

  1 star

  Denise K

  Date: 07/27/2023

  Double billing, unwilling to refund and cancel service.For over six months, they have two billing accounts for one actual account. Unfortunately, my mother paid both even while we have tried to resolve and finally attempt to cancel. ******* always shares a mailing label will be sent, along with refund and cancellation. Instead more bills. Avoid Lifeline at all costs.
  

  Lifeline

  Date: 07/31/2023

  Good morning, 

  Thank you for taking the time to reach out to us. We were able to locate your mothers account and are very sorry for the frustration you are dealing with. We have escalated this matter to a Senior Representative. They will review the information you have sent, research the account, and will follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team
  

• Review fromMathieu D

  Date: 07/07/2023

  1 star

  Mathieu D

  Date: 07/07/2023

  Momma had dealt with these people for years.. they said that she hasn't updated her personal information in 4 years so she was disconnected from the service which momma said she had done. Not only that but she had fill out a new application over the phone which they screwed up themselves because they themselves have to fill it out over the phone. She was told to call to get a verification number for the application which she did.. it gave her 6 options not one of which tells her about getting that number. So she presses the option to talk to a representative and gets put on hold for 20 minutes only for the black lady to tell her she can't give her the verification number because he application wasn't finished so the woman redirect her to the original people that told her to call them. She then calls them back the people who screwed her application up and then they won't help her and tell her to call back the **** number again.. she kept getting tost back and forth.
  

  Lifeline

  Date: 07/10/2023

  Good morning,

  Thank you for reaching out to us and bringing this to our attention. Can you please send us a private message with the account name and phone number so that I can have a Senior Representative reach out to you to discuss this and address your concerns. 

  Please send email to:   *************************************************

• Review fromMarilyn M

  Date: 02/04/2023

  1 star

  Marilyn M

  Date: 02/04/2023

  I got scammed by lifeline just like everybody else did. I really have issue with the fact that they continue to take $70 a month and we have nothing to show for that. They act so sweet on the phone but when you complain they give you a whole bunch of verbage that is obviously scripted as everybody says the same thing. I believe there should be a return policy for the membership and all the money that they took. That is fraud. They also have an F With the BBB. That speaks volumes. I would not advise anyone to use this company.
  

  Lifeline

  Date: 02/07/2023

  Marilyn, we are sorry to hear about your experience and appreciate you providing this valuable feedback to us. I was not able to verify your account using the information that you gave BBB. If you could email [email protected] with the name and telephone number associated with the account. I would be happy to help resolve this issue.

• Review fromSusan H

  Date: 12/02/2022

  1 star

  Susan H

  Date: 12/02/2022

  My mother has used Lifeline for many years but no longer needs it. We disconnected it about 6 weeks ago and have requested a return label or return packaging at least four times. I have received no follow up on the fact that the unit has been disconnected. I received no response to an email sent from their website. Each time I called, they indicated that they were cancelling my account and that the return label/packaging would be sent. With the first three calls - NOTHING.In the last call, I requested to speak to a supervisor and indicated that I was upset with the way this process had gone. Not only did the customer service person on the call NOT try to help, but they yelled at me multiple times and then hung up on me. I was not rude - upset, yes, but not yelling or swearing. Apparently, they have to have someone go into the office and print out the label, so it won't go out until next week. I'm not sure what decade they are living in but it's not the 2020s. The supervisor apparently never answered the call and no message was left for someone to call me back. I said I would follow up with making a complaint - the customer service person said, "go as high as you can" to which I replied, "I can't even get to a supervisor" and she screamed over me, "they are not picking up" and then hung up on me. This is crazy - I use online companies all the time and have never experienced such rudeness in customer service and such inefficiency in a company. I'm glad I never had to rely on them to respond to an emergency.
  

  Lifeline

  Date: 12/06/2022

  *****, thank you for your response regarding the delays on getting a label sent to you. I will be happy to get this expedited. I will also have a supervisor call to speak with you as soon as possible.

• Review fromCatherine J.

  Date: 08/16/2022

  1 star
  My mom had their system for years with no problems, always sent message if she fell - and sent us a new pendant before the old one ran out of battery. But since they changed from ********, we have been so unhappy. July 2nd we received a letter that her battery was low. I called them and they said new pendant on the way and should arrive in a few days. July 14th I called back - they said it was backordered but I would receive it before the other one ran out. I expressed concern over her falling and no alert going out "well she can still press the red button on the base unit". Which of course does not help if she falls - the base unit is in the kitchen. I call July 21st and am told that the first alert about the battery is sent WAY before it runs out so no way will it run out before I get the new pendant. July 31st I get a call that her battery is dead and can no longer send signals. I called soo upset since we had tried EVERYTHING to preven this and they said a supervisor would call me. This was a Friday so she had no fall protection for the entire weekend and up until I could get a new company in place. Because of course, a supervisor never called. I called and cancelled - they said they would send box for returning equipment - no box has been sent but we (all on the call list) get regular calls about it. I have been told they cannot do anything about the calls. (So I changed the phone number they have - if only I had had the Lifeline CEO's number handy!)

• Review fromSandra H.

  Date: 08/09/2022

  1 star
  All their numbers are saying technical difficulties. They sent a letter in Nov- Dec 2021 stating **** would not support ****** 3G unit. The necklace would work until we get the new one which as of 9 August 2022 never showed up. My significant other (82 Y.O.) wears the necklace. We had to use it a few times. He had a major fall and the necklace didn't work. The necklace didn't respond. I had called Lifeline four times and everyone lied, lied, lied. Do I *** Lifeline or the lying people working for them? I'm going to have to look elsewhere and also contact the insurance company to let them know how this all went down. I cannot trust a company with a device that should have helped my loved one. They have failed miserably. I give them a rating of "F" for failure. They don't deserve a star.