Complaints

This profile includes complaints for Life Alert Emergency Response, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Life Alert Emergency Response, Inc.

  16027 Ventura Blvd Ste 400 Encino, CA 91436-2747

  
• 

  Life Alert Emergency Response, Inc.

  800 NW 62nd St Ste 320 Fort Lauderdale, FL 33309-2057

  
• 

  Life Alert Emergency Response, Inc.

  620 Cranbury Rd Ste 101 E Brunswick, NJ 08816-4000

  
• 

  Life Alert Emergency Response, Inc.

  157 E 86th St Ste 218 New York, NY 10028-2113

  
• 

  Life Alert Emergency Response, Inc.

  1211 N West Shore Blvd Ste 110 Tampa, FL 33607-4601

  

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:06/27/2025

  Type:Order 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 21, 2025, I got equipment from Life Alert. I was told that my contract was up on June 21, 2025 because they make you sign a contract for 3 years. I called two times to cancel my contract. I was told I had to call by June 25th. I called on June 23rd and was told that my contract goes until October. ($340 more!!!) I asked why. When I first got my equipment, I told them that I had a signal problem where I live. They installed it anyway. Of course it wouldn't work, so they had to replace it to coincide with my landline phone. When I got the new equipment, I signed for it, not knowing that it was going to extend my contract. That is not fair to me. I was not told that, it is not my fault the first equipment did not work so just replacing something that will work, does not justify having to sign a new contract!!!

  Business Response

  Date: 07/08/2025

  Thank you for contacting us.  Your lifesaving service with Life Alert does not start until you are fully protected and we received your signed agreement, which was received on October 5th.  However, we understand your frustration and have since had a manager reach out to assist with your concerns.

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

  A manager called me today and *** is picking up my equipment tomorrow. I did a stop payment on Life Alert, which cost me $30. I want the $30 refunded. I tried to work with Life Alert, to no avail. Please send me a $30 check and I will be satisfied with the results. Thank you for your time and consideration. I tried to work this out before it went this far.

• Initial Complaint

  Date:06/23/2025

  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.

  Life Alert did not properly respond to my Mother when she fell, broke her nose, and was bleeding out. A male ***** put her on hold but never returned to the call. She pushed her button again and the second ***** contacted *** who took her to the hospital. As a family contact, I was asked to call Life Alert for details. I connected with a male ***** who put me on hold and never returned to the call. I called again, got a different *****, who gave me the details. I complained to Life Alert who said there was no first call and to get more info from them would require a subpoena. I got another alert company for my Mother and tried to cancel Life Alert. They would not cancel and told me that I would have to pay more than $1000 in future payments. I have returned their equipment, contacted the credit card company to stop future payments, contacted the ***, the *******************************, and AARP legal, but Life Alert continues to charge me each month for a contract they voided when they did not respond to my Mother's first call. Can you help?

  Business Response

  Date: 07/08/2025

  Thank you for reaching out and for letting us know how you feel.  We understand the fear and panic that can occur when a loved one gets hurt, and sometimes a brief hold on the phone can seem like a long time during an emergency.  When you first called us, we advised that we would have to put you on a brief hold so we could review the notes for you.  You were on hold for 70 seconds before the call disconnected.  We have performed a thorough investigation with our recorded calls and computerized notes that are automatic to avoid human error,and we found that there was only one (1) emergency signal that was activated.  We answered the emergency call quickly and notified the local fire dept.  We stayed on the line with your mother, talking with her to keep her calm while calling her emergency contacts, but she had a hard time hearing us because her hearing aids came out when she fell.  Life Alert did answer your mothers call for help quickly and properly, and we followed protocol that sent help to her.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23507598
  
  I am rejecting this response because: Life Alert did not address my main complaint of continuing to bill me nearly $100 every month even though I requested a termination of their services in March 2025 and I returned their equipment. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/15/2025

  We disagree. Not only did we perform our due diligence regarding your mother's emergency but billing stopped once we received our equipment.  Life Alert considers this matter closed.

  Customer Answer

  Date: 07/22/2025

   

  I RELUCTANTLY accept Life Alert's response to this issue because I want to end this problem. BBB's excellent rating of Life Alert should be changed to reflect that:

  -Their response that they performed their due diligence is not true because they have yet to admit that my Mother had to call a second time to get them to respond.

  -Their response that billing stopped once they received their equipment is misleading. They told me NOT to return the equipment. I chose to return it and paid the fees to return it.

  -I assumed they would stop billing me when I canceled my agreement with Life Alert and went to another company to guarantee my Mother's well being. I was told I would have to pay each month until the contract ended. THEY, not I, VOIDED the contract when they failed to respond to my Mother's first call.

  -Life Alert billed me for four months, at $98.85 per month, after I canceled the contract with them. I EXPECT REIMBURSEMENT OF $395.40.

   

   

  
  

• Initial Complaint

  Date:06/05/2025

  Type:Customer Service 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 dealing with this situation for a week now. Here are the facts:5/28/2026 Called to learn more about getting a Life Alert for my 86-year-old mother, who lives alone. Falling. Confused and makes poor decisions Ended up agreeing to purchase, installer scheduled for the following day I called on Thursday, May 29, 2005, in the morning to CANCEL the installation as I was unable to be there to let the installer in; asked it to be mailed to MY home address, so that my husband and I can install it and explain it to her as she is not good with STRANGERS SHOWING UP UNANNOUNCED at her home The installer showed up anyway and would not leave, talking to my mother from her bedroom window. He convinced her to let him in. DISTURBING He then had my mother, who is not making good decisions, sign a very lengthy, small-print contract. Did not explain ANYTHING TO HER. He was there for 10 minutes or less We would need to hire a lawyer at $350 an hour to read it all in the amount of time he gave her to sign it. I learned of this the FOLLOWING day after speaking to my mother Obviously, I was SHOCKED and FURIOUS I called to cancel the contract and requested that the machine be returned. This is NO way to start a business relationship, and LifeAlert failed miserably, and I do not trust their service LifeAlert is now saying that there is nothing they can do because my 86-year-old mother signed a contract! ****** at ext. **************************************************** to contact the service department I want it canceled **** I have contacted **************** and disputed the charges. I have contacted the **** representative I am speaking with the ****************************************, ******************** I will be contacting other necessary media outlets if this is not resolved in my favor. This is the salesperson who has told me to contact customer service ***** ******* - she has told me there is nothing I can do. WRONG THING TO SAY ***********************

  Business Response

  Date: 06/20/2025

  Thank
  you for sharing your concerns. We deeply regret that you feel you had a bad
  experience with us.  Our priority is to ensure our subscribers are
  protected immediately, but we also understand there was a misunderstanding with
  our Service Dept. and your request was not followed.  We have forward your
  feedback to the management team to ensure corrective actions and retraining are
  performed.  We have already reached out to you regarding this matter.
  

  Sincerely,
  Life
  Alert

• Initial Complaint

  Date:06/02/2025

  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 received an email alert of $247 taken out of my checking account from **********************. Neither me nor my husband ever ordered this, signed up for this or spoke with anyone about this. This put our account into overdraft and I had to cancel my husband's debit card which is going to be very inconvenient. We would like a full refund plus any fees we may receive. We would also like to know how this was possible!!

  Business Response

  Date: 06/05/2025

  Hello,we had a representative reach out to you to resolve your concerns and are waiting on paperwork from you.  Please feel free to call our ************* at **************.
  Thank you,
  Life Alert.

  Customer Answer

  Date: 06/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I was directed by the billing department to call my bank and dispute the charge which I did. They refunded the money into my account pending their own investigation.  I am still waiting a response from billing as to how and why this happened and also to make sure we are not going to be charged again.
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:05/22/2025

  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.

  In March ****************************************************** another state, whose parents had become ill. Life Alert continues to solicit me by calling even after Ive asked on the last several occasions to stop: 5/22, 5/12, 5/1, 4/29, 4/24.************ is the call center where the calls come from.Ive asked to speak to a supervisor and was ********* tired of being solicited and they wont stop. I would never use or recommend them!

  Business Response

  Date: 05/29/2025

  Hello and thank you for reaching out to us.  We apologize for any inconvenience that you may have experienced.  Our records show that we called but it looks like we didnt reach you.  We have since placed you on our Do Not Call registry. Best Wishes, Life Alert.

  Customer Answer

  Date: 05/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although they did reach and speak with me on 4 occasions where I asked them not to contact me further, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:05/20/2025

  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.

  Statement about Life Alert Account No. AA ****** In August 2024 I ordered a Life Alert system for my husband, **** ******. Shortly thereafter I was advised by the *********************** that they provide this service for their veterans (my husband, **** ******, is a 20 year veteran of the Air Force) without charge. I called Life Alert and the representative that I spoke with told me that my account would be cancelled effective September 2024, and to put the equipment on the front porch for them to pick up. I set the equipment out that day.I have since learned that my account was not cancelled, and they have continued to bill since September. When I spoke to ***** today, he said he did show my cancellation request, but it went though the wrong department (the ***************** so the account was not cancelled. I told him I didnt care what department cancelled it, it was still Life Alert, and that I wanted the account cancelled effective September 2024 when I made the original call, and a full refund. He told me he could not cancel the account because they did not receive the equipment. I told him I did what I was told, and if they did not pick it up that was their mistake. He then told me I had lost the equipment, which was not the case. I then asked to speak to a manager and he told me one was not available, but he could transfer me to the ***************** Since this was the fourth transfer of the call, and apparently the **************** was not the one ***** told me I should have originally talked to, I told him that this was a matter for the BBB since Life Alert refused to help me.***** **** 5.19.2025

  Business Response

  Date: 05/29/2025

  Hello,
  Thank you for reaching out to us. 
  We have investigated your concerns and have already been in contact with you to clear up any misunderstandings.
  Sincerely,
  Life Alert.

• Initial Complaint

  Date:05/17/2025

  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 purchased a LifeAlert device for my mother in April 2025. Before the device even arrived, my mother was going to move into an assisted living facility that used their own fall detection device. I called ******************** to try and cancel. I got the run around numerous times; call this person, call this department, send an email here. My mother passed away a week later before we moved her into assisted living. I once again contacted LifeAlert to cancel the account and get the device picked up (it was never opened) and get my money back. Again, got the run around.Finally, on Thursday, May 15 someone from LifeAlert called me and said they were arranging for the device to be picked up by *** the next day on Friday, May 16. The representative said that once the device was received back, they would credit my account the $247. Well, *** never came on Friday. I called LifeAlert on Friday at 5:30 pm stating that *** never came. I was told they come after 5 pm. It is now Saturday, May 17 and the device is still sitting on my porch.I called LifeAlert this morning and was told that they can see on my account that the request for *** has been made, but I needed to call back at 9 am to speak with customer service. I just called as was told I need to call back on Monday. LIFEALERT is the worst company to deal with! You get a different answer every single time you call. No one knows what is going on.

  Business Response

  Date: 05/30/2025

  We are very sorry for the loss of your mother,and for any frustration you may have experienced during this difficult time. We did arrange for a pick up of your equipment with **** but they are a different company in which we have no control over.  Please know that we have received the equipment and the account is now cancelled.

  Customer Answer

  Date: 05/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/16/2025

  Type:Order 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 sought to cancel my contract with Life Alert, yesterday on May 15, 2025. They asserted that three of the equipment was "lost", and I owed them ****** dollars. Another representative called me back, and because the equipment was old, I now had to pay ******. To get this harassment off of me, I agreed and used my debit card to pay the amount. They also informed me that I had one payment left for the month of June, for $89.85. This morning, another representative called me, and informed me that my debit card was invalid. I then contacted ***** Fargo, and the banker told me that my card is valid, and that Life Alert is using unfair businesses practices to prevent me from canceling my contract. I already filed a complaint with the ************************ against Life Alert. I request that Life Alert to stop harassing me, and to end my contract with them.

  Business Response

  Date: 05/28/2025

  Hello, thank you for reaching out. Our records show that when you called to cancel, you told us you didnt have the equipment. Since our equipment is on loan, there is a missing equipment fee for the devices we do not receive back.  An agent attempted to give you a cost,but the line disconnected before he could give you the total cost.  The final cost was reduced in your favor.  We are not sure what was discussed between you and your bank, but rest assured, a company as reputable as Life Alert and is the only medical alert company proven to save a life every 11 minutes has no reason to commit unfair business practices.  Please call our ******************* at ************** so that we can make arrangements to pick up the one device that you do have and close out your account, at no cost to you.  Thank you.

• Initial Complaint

  Date:05/08/2025

  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.

  Proof my Father unfortunately is now in a nursing home and is no longer in need of life alert pendant services. Life Alert has been communicated with and sent these invoices as proof. However they are still taking ***** out of my father's account. He is private paying for a nursing home he needs every dime. Please help me get their attention and to stop them from doing this to others. Thanks ******** ****

  Business Response

  Date: 05/21/2025

  Hello, we understand the stress you are going through by having your father in a rehab facility.  When you called us we notified you about the paperwork needed to cancel your fathers account.Unfortunately, we did not hear back from you and our multiple messages and calls to you went unanswered. When you sent us invoices, we advised that it was not the documentation we needed, but we would accept it anyway. We have since been in contact with you regarding this matter.  Best Wishes, Life Alert 

• Initial Complaint

  Date:04/24/2025

  Type:Delivery 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.

  We ordered Life Alert on April 1st. I paid $248.00 during that phone call. Once the equipment came we tried to set it up for over an hour unsuccessfully. None of the equipment would work in our remote location. I explained to Christmasour location before placing the order she assured me itd work. We sent back the equipment on April 8th via **** As of yet we havent received a refund, I just telephoned and they supposedly refunded me $198.00. First off they havent received it and second I dont owe them $50.00. This is a warning to others be aware this company is a scam as previous customers have complained about as well.

  Business Response

  Date: 04/25/2025

  Thank you for reaching out to us.  We investigated your complaint and found that all monies you paid had been refunded.
  It can take up to 10 business days for it to show on your statements.
  If you have any further questions, please feel free to call our ************* at ************.
  Thank you,
  Life Alert