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Business Profile

Medical Alarms

Life Alert Emergency Response, Inc.

Headquarters

Complaints

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

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Life Alert Emergency Response, Inc. has 6 locations, listed below.

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    Customer Complaints Summary

    • 193 total complaints in the last 3 years.
    • 66 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/22/2022

      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 had ordered Life Alert and upon receiving their shipment I began the activation process. However only through this process was I able to understand what all the different devices shipped were. In doing this I told them that none of the devices are what I ordered. The device I needed was the wearable device that I can wear at home and use in case I fall. This device was not included in the shipment.
      Theres no explanation of the individual devices so only upon activating them can their function be determined, I did not need any of them. I ordered the personal wearable device which was not shipped. It was Sunday night and I was told that I had to wait until Monday to talk to a representative about this, who would correct this error. I cancelled my order with them and have since returned all the devices to them. I never received the wearable personal device which is what I ordered and the only thing I needed.
      I have been billed for $198.00 which they will not return. This money was deducted from my checking account prior to receiving anything from the company. I have never signed any contract with them. I never activated the system for a personal wearable device which is what I ordered Life Alert.
      When I called the representative who I had placed the order, she mocked me and laughed as she said you'll never get that money back. I asked for the number to customer service to dispute this charge and she gave me the number ************* This is the number to some evangelistic preacher to make donations to his church.
      She also lied prior to my receiving their devices because I told her I wanted something that would detect if I fell and she said that they have been proven to not work. She gave me false information just to get me into a contract with them because they dont offer a personal device that detects falls. My son is witness to this as the call was on speakerphone and she spoke with the both of us.

      Business Response

      Date: 10/19/2022

      Business Response /* (1000, 5, 2022/09/30) */
      Dear ************,

      There seems to be a great deal of confusion and inaccuracies regarding this review. When you called us to inquiry about our lifesaving services, all equipment and protection packages were explained in detail, to which you stated you were very impressed with the service.

      You did not request Fall Detection, or we would have clearly explained that Life Alert refuses to offer that service at this time due to the technology being unreliable. As the industry leader in saving lives for over 30 years, we pride ourselves in being the ONLY medical alert service proven to save a life every 11 minutes, and that we will not risk the lives of our subscribers by offering a technology that has not be perfected.

      Your son then called at a later time, per your request, and installed the equipment for you. We give our customers all of our contact numbers including the general line number of ************, not
      *************

      Lastly, we did tell you a refund check was being processed and should be received within 5-7 business days. Your account is cancelled and we consider this matter closed.
    • Initial Complaint

      Date:09/16/2022

      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.
      I called Life Alert and spoke to****** in the billing department on 8/26/22, and requested to cancel my contract, and don't withdraw the $49.95 out of my account on 9/4/22, because I'm unable to push the emergency call button, and he said "I needed to send in a letter from my doctor stating I'm not able to press the call button," which I faxed them the letter on 9/30/22. On 9/12/22 at 9:09 AM I spoke to ***** a man in the billing dept, and I asked for my refund of $49.95 for Septembers bill, which Life Alert withdrew from my account on 9/4/22, and he said "my refund will be in my bank account in 3-4 days," which it wasn't.
      I also notified Life Alert via **** in the billing department at 4:23pm on 9/16/22 of a complaint that I will file with the Better Business Bureau.



      Thank you,
      *********************************************************************

      Business Response

      Date: 09/23/2022

      Consumer Response /* (-5, 5, 2022/09/16) */
      I made an error with the date that I faxed my doctors form to Life Alert, and the correct date 8/30/22 and not 9/30/22.

      Thank you,
      **************


      Business Response /* (1000, 6, 2022/09/23) */
      Per our recorded calls, we explained to you that once all the equipment is returned and in our facility the account will be fully cancelled, which stops billing.

      Our records show that a refund was processed within 3-4 days, just as we promised. When you called, it was confirmed that the refund had been processed and you would see it on your statement within 5-7 business days, which is the time the banks process the refunds.

      Unfortunately, this complaint was posted right after talking with us, while the refund was already on the way, so we are not sure why you posted a complaint when you were confirmed the refund.


      Consumer Response /* (3000, 8, 2022/09/26) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Life Alert's billing department told me two different dates when they were going to refund my money, and as of 9/26/22 I still have not gotten my refund.


      Business Response /* (4000, 10, 2022/09/27) */
      We were consistent in our communication with you and the timeline, which is also stated in our original response. Unfortunately, this complaint was posted immediately after talking with us while the refund was on its way. Please check with your financial institution as the delay is on their end, not ours.
    • Initial Complaint

      Date:09/15/2022

      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.
      Contacted Life Alert on 9/1/22. Spoke with *****. *************** changed his mind and I contacted ***** the next morning to cancel. He said he would call me back. I contacted the shipping dept. to cancel. The told me to contact *****. ***** called back later and said it might have shipped so to call when we received equipment. Called ***** and he encourage me to install equipment until he could cancel order and someone would contact me with return shipping info. Was not contacted so called billing dept., they indicated they had no record of cancellation and to contact *****. Called ***** and said I wanted shipping label and a full refund when it was returned. He said he wasn't familiar with the return policy and that I would have to talk to the billing dept. He said he would call me back. At the time of this complaint he has not called back and my father has not seen a contract nor did he sign a contract. We feel the business practice of this company are misleading and aggressive. Thank you for you consideration of this matter

      Business Response

      Date: 10/11/2022

      Business Response /* (1000, 5, 2022/09/26) */
      We are sorry you feel as though you had a difficult time with Life Alert. We do see that you spoke to the correct representatives and the account is now closed. In regards to any billing questions, please feel free to contact our Billing department at *******************
      Thank you,
      Life Alert


      Consumer Response /* (3000, 7, 2022/10/05) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Contacted ***** in billing last week, she said a refund was being processed. No refund received. This is just another reason this company is not transparent or honest. Their sales tactics are suspect and the money they spend on advertising would be better used in developing a company that promotes customer service included with their product.


      Business Response /* (4000, 9, 2022/10/07) */
      As the industry leader, Life Alert is the only company proven to save a life every 11 minutes.

      We invite you to go to ******************************************* where you can read over 44,000 testimonials from our happy customers who praise our lifesaving skills, technical knowhow, and our caring Sales Specialist.

      We wish you the best of health.
    • Initial Complaint

      Date:08/22/2022

      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.
      **************************** billed for 10 months after she was moved into an assisted living facility . Called and attempted numerous times to stop the automatic debit from her account - It has been cancelled as of 08/2022 - have been paying since 11/2021 - Each time, a representative communicated something else they needed -
      Not consistent - ******* is on a very fixed income - Family is having to pay the majority of the 5495.00 monthly account for ************************************** .
      When I called myself the week of 08/15, I was even told the facility was supposed to send in a letter stating Mom is a resident there -
      In all the preceding months , NO ONE mentioned that - My opinion , Life Alert , makes it extremely difficult to cancel - for their company's financial gain . It finally was cancelled this month - It's very stressful moving a loved one into Assisted Living - The continued aggravation of dealing with Life Alert has just been one more frustrating thing to deal with -
      Life Alert also shipped******** a new monitor which she didn't need -
      I shipped it back in 2021 - The original monitor was shipped August if this year - I live out of state - Had to wait until I was back i********** to ship back .
      I

      Sincerely,
      **********************************

      Business Response

      Date: 09/22/2022

      Business Response /* (1000, 8, 2022/09/09) */
      As all calls are recorded for quality assurance, we have verified that upon the first call to close ************* account, we provided consistent information as to what paperwork was needed and where to send it.

      Upon multiple occasions, we made various attempts to contact all family members to help with a speedy closure of the account, but the family was either unavailable or did not return our calls.

      When the attempt was finally made to deactivate our equipment, the family advised they did not have it and would call us back with the equipment, to which we never heard back.

      The delay in closing this account lies with the family and not Life Alert. We performed our due diligence to assist with closing the account by attempting to contact the family consistently.

      This account is now fully closed and we consider this matter resolved.
    • Initial Complaint

      Date:08/10/2022

      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.
      I wanted to investigate Life Alert and they made me pay the $198 to have the equipment sent to me, and they did not charge me for shipping. I did not enter into a contract and never agreed to pay them non-refundable $198. I requested a refund and to return the products as we did not want to enter into their contract (which did not have a termination clause). Instead I was told that the 198 was for their service (which I never agreed to retain!).

      Business Response

      Date: 09/06/2022

      Business Response /* (1000, 8, 2022/08/26) */
      Dear ****,
      Thank you for contacting us. Our Price Guarantee Service Agreement not only protects our customers from price hikes and hidden fees that other companies implement, but we do, in fact, have a cancellation clause in our agreement which was discussed when you called to order service for your mother.

      You provided us your banking information so the $198 could be charged, and you were informed that it was for processing and programming, and also provided the address where to ship the equipment. Otherwise, our equipment would not have been sent. However, when you called to cancel, we made arrangements to pick up our equipment from your mother's home, all shipping was free of charge, and a refund was given back to you.

      The account is now closed. We wish you and your mother the best of luck and great health.
    • Initial Complaint

      Date:08/07/2022

      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 called Life Alert to cancel my contact with them today. I explained to the billing department that I do not have the funds to pay for this service any longer. I explained that I have a home, food and gas to provide for myself. Plus other daily expenses. They explained I signed the contract in December of 2020. I explained my husband passed away in January 2021. I had about $700.00 more a month then. They explained that I should have another person help me to pay for the services I need. I explained that there is no one. My son has terminal throat cancer and he is getting help for his home, food and medical treatment he needs from others. Currently, I have all my co-payments written off the any medical services I need for the next year that my medical insurance does not pay. The billing department of Life Alert offered me a discount to $59.95 which is only $10.00 less a month. Plus, a free month in September of this year. I explained I cannot keep my home, buy food and gas for myself. I need this contact to be cancelled because I need to buy the necessaries of everyday life which is very hard to do. I only receive 1931.00 a month in Social Security income. Also, I have no other place to reside.

      Business Response

      Date: 08/24/2022

      Business Response /* (1000, 5, 2022/08/10) */
      You have our sincerest condolences for not only the passing of your husband but for the health of your son. As we have been the #1 medical alert company in saving lives for over 30 years, we understand the emotional hardships one can endure as the years go on.

      Our Customer Care department offered options to help with your financial strain, and we invite you to call us again at******************* so we can find ways to assist you further. We are here to help.


      Consumer Response /* (3000, 11, 2022/08/22) */
      Lift Alert has contacted me. They said that my life situation is a DA DA DA. My life situation is as stated in my contact with BBB. *****, the manager, is not understanding to my personal situation. She stated I would be receiving a bill for the equipment. I am returning the equipment to them next week. Life Alert is charging me for missing equipment which I have no funds to pay for. My life situation is not a DA DA DA as stated by the Customer Service Manager, *****. I was a Credit Manager. I also collected debt in court. I was never so rude and disrespectful when appearing before the Judge or respecting the Company to collect a debt or to the cleint which I was polite and courteous, always. Life Alert are the most disrespectful people to talk to and to have a place in the welfare of the Senior Population. I, as a Senior, would not recommend them to any of my Senior friends.If you don't say what they want to hear you say at Life Alert they will hang up on you. Which is what ended my call to *****. I wouldn't recommend Life Alert to anyone regardless of their age in years or maturity.


      Business Response /* (4000, 13, 2022/08/23) */
      We respectfully disagree with your review of our agents and manager, and have gone above and beyond to assist you. Life Alert considers this matter closed.

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