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.

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

  
• 

  Life Alert Emergency Response, Inc.

  1111 Park Centre Blvd Ste 330 Miami Gardens, FL 33169-5370

  
• 

  Life Alert Emergency Response, Inc.

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

  
• 

  Life Alert Emergency Response, Inc.

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

  

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:04/10/2024

  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.

  In January 2022, I got a life alert system, while I was living in **, suburb of *************. I have since moved to ****. I have a *** unit. When I visit my children in **, they both live in the country and the *** is not answered at either of their addresses. Last fall I did make a call and use the service here in ****** ****. It took more then 10 minutes for the call to be answered. Thankfully it was not a time based call. However I have since bought an $89 watch that I wear and can reach 911 anyplace and anytime. I am on social security and can really not afford to keep paying this disfunctional to me service. They have no way to cancel their contract for any reason. I thought when I called them last year they said 2 years. but apparently 3. Do not sign anything with them.

  Business Response

  Date: 04/12/2024

  We are sorry you feel this way.  Our records show that we have received several signals from several different locations, all good signals and answered in a timely manner.  At NO TIME did any signal take 10 minutes to answer.  We attempted to investigate your claims on our device, but you refused to let us look into the matter.  Please know that your new watch is gadget, not a lifesaving device.  It cannot do the multitude of services that Life Alert provides, such as, notifying emergency services with your medical history and notifying your family.  Also, 911 is inundated with calls so your emergency may be placed on hold, whereas we get you help fast, 24/7, with Life Alert -- as seen when we helped you last year.  If you would like for us to test your equipment, please call our service ***** at **************.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21556188
  
  I am rejecting this response because: How do you know when I first tried to contact you and when you finally answered. If you have that information. Tell me what it was exactly. 

  Next time I am out in ** I will set off alarms at both of my childrens homes and have witnesses to show that you do not answer the calls, because they are too far away from any of your relays. Also, I will rehook up your equipment here in ****** and do a test call with a witness present. and record that information too. 

  I watch I have uses WiFi to communicate and the calls go right through.I have already done it here and in ** wifi calls also work at both houses. I did fill out papers 2 times with my medical infomation once when I first got the alarm and once when I moved to ****, yet both times I called once in ** and once here. The ambulance arrived knowing no information about me. I hav congestive heart failure. It matters. 

  I will leave my complaint as it stands and in the summer when I am in ** I will get back to you with the information and we will discuss this again. 

  My Cell phone has an emergency list to my medical records that is accessible to emergency workers and to my medication lists. Send me new paperwork to fill out and we will see if you are able to enter and maintain it this time. We shall see. I am still not happy but will give it a go since I am stuck paying for it. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/29/2024

  All signals are automatically timestamped and all emergency dispatch activities are recorded. If you would like for us to test your equipment, please call our service ***** at **************.

• Initial Complaint

  Date:04/04/2024

  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 paid Life Alert 247 and 85 on February 12th. I made it clear to the salesman that I could not visit my mother because of a family conflict and I was worried she didn't always have emergency services available to her because of the bad cell signal in her home and she was very ill with emphysema. It was a very serious situation. I wanted to get the life alert over to her as soon as I could. I was told it was this much, there was an initial fee and a monthly fee. I was also told they could overnight it to her as soon as I signed their contract,I signed, I paid $247 and $85, and I was charged a monthly *****. My mom has since passed. I called to cancel my monthly fees and I was told I could not cancel until I returned the equipment. I still have no access to my mothers home. I was never told about returning the equipment. I was under the impression I had bought the equipment. The representative knew my situation was dire and that I was signing quickly to give my mom access to emergency services, The truth is there are lots of companies like this now. They are the name synonymous with this but there are other options. I knew I did not have access to my mother's home and I would not in her passing have access had I known there would be a $600 fee and continued monthly payments until returned I simply would not have chosen this company. I believe I was a victim of deceptive practices. I thought the 247 was the equipment and the 85 the setup fee which they said was short and simple enough for a sick elderly woman. My mom was in the hospital for the last weeks of her life and I took off work almost every day since I was finally able to see her there. I am short on money now and I cannot stop the monthly payments from life alert. I was told without the equipment I cannot stop the monthly fees unless I pay the $600. This company works with the elderly and in my case very worried and concerned family members. They should have an infallible script and training to inform every customer that they are not buying the equipment and the fee for not returning the equipment. All people who buy this stop the services because they or a loved one is gravely ill or has passed and this company I believe is causing a lot of heartache and money in these elderly deaths. What if My mom called herself would they still be billing her estate until it no longer went through? They make lots of money in others death but they are supposed to be in the saving lives business. This is an awful practice and should be eliminated. No one should have to worry about life alert and their equipment in a family member's death. Furthermore, this equipment wasn't worth any more than I paid. It's all just a way to add on a fee and take advantage of seniors. Please stop charging me.

  Business Response

  Date: 04/11/2024

  We are sorry for your loss of your mother.  We understand that you are going through a very emotional time, but please know,at no time was it ever stated or implied that our expensive equipment is for sale.  In our advertising, including the one that you called on, we state FREE USE OF EQUIPMENT.  Our service agreement clearly states that our equipment is on loan, and needs to be returned.  Please know, that our equipment is NOT like the other cheap devices on the market.  We actually manufacture all of our lifesaving devices and our proprietary equipment never needs charging.  No other company can make that claim.  Moreover, no other medical alert company has the published results of saving a life **************** like we do because no one else comes close to our abilities to save lives with our cutting-edge equipment.  If you need further assistance,please call our ************* at **************.  Again, our sympathies for the passing of your mother and we hope you find peace at this time.

• Initial Complaint

  Date:04/03/2024

  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.

  Very rude. Spoke with the manager and told him that the life alert button had ran out of a special battery.I only had the system for about 2 months when the battery died on it!They say in ads and on website that"the batteries never need changing"!! That is false advertising!The customer supervisor was rude.I asked him to cancel the contract the service and for him to give me their return address so I could return this equipment and he refused!God forbid something happedened to me and the pendant didn't work!That is dangerous to me because I am a 100% Disabled Veteran!!!!! I also live alone with no family.Faulty equipment!!!!I can't trust these people with my life!!!!!Please get to these people asap. Please?I didn't get the supervisors name. But he said he was the customer service supervisor.****** (maybe)??

  Business Response

  Date: 04/05/2024

  We have investigated your concerns and found that our equipment is working perfectly.  We recommend that you test the emergency button monthly so you will feel more confident in using our lifesaving services.  Our advertising is correct and the pendants do not need to be charged.  With over ****** lifesaving testimonials from our subscribers, many are Veterans like yourself, we are confident that we will be there for you when you need us.

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21525411
  
  I am rejecting this response because: ******** false advertised on ** and internet about the batteries DO NOT need charging!!

  They just admitted that that is true! I joined this *** because of the ** ad and put trust into them to protect me! I live alone and am permanant and total Disabled Veteran!!

  The sales department even put my mind at ease knowing the battery would never die! So did he lie to me to get all the customers they can get a day for commisssions sake and not in their customer best interest!

  The fact that I got this brand new device and then to have a battery die 2 months after I got this junk. The only reason that I knew was I saw a little red light on the machine to call cusromer service.

  I don't look at the base every min. or second of each day. I was never told anything about a bad battery light or anything because they lied! I don't know how long this light had been on the machine, less than a week, but when I saw it

  I looked at the manual to see what to do and who to call. When I finally found what to do, I called the life alert and they said that my battery is dead and they would get another penant battery sent out to me.

  So, I cannot trust this company with my life because of a bad battery that sould have not died! especially if I fell again and tried to push my pendant and it didn't work, no telling what would happens, given my Disabilities!

  The supposed supervisor that would not tell my their shipping address so I could mail this junk back to him, ( ***** ) Supervisor told me they would ship it right back to me! I told him I would find out your address one way

  or the other and if they shipped it back to me, that I would refuse it. He needs to be fired for the way he kept hollering at me and threatened and harrass me, instead of fighting for their customers rights.

  you're a discrace to Life Alert Mr. ****************************************************************

  Business Response

  Date: 04/11/2024

  We are sorry you feel this way.  As previously noted, our equipment is working perfectly.  We recommend that you test the emergency button monthly so you will feel more confident in using our lifesaving services.  

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21525411
  
  I am rejecting this response because: Life alert does have defective equipment and can't be trusted, as stated and all life alert comes back with is a lame one sentence " Our equipment is working fine".

  It is not! I may have to contact the *************** with Disability " ACT. I am not giving up on the great BBB customer care to help me with this! 

  It shows that life alert has "ZERO" interest in it's companies customers, safety and their health! They just want a quick sell for their commission!

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

• Initial Complaint

  Date:03/25/2024

  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 3/21/24 my mother (80 yrs. old) was charged $247 for equipment that she received on 3/23/24 which she doesn't need because of assistant living. I had her to call ******* (*******) on Friday to cancel the order and tell her we will be sending the equipment back. She was only able to leave a message. I called on 3/24/24 and left a message and hadn't received a call back. On Monday 3/25/24 ***** called me wanting to set the equipment up I told her we have been trying to reach someone to cancel order and return equipment. She tried several times to make a sale I insisted on cancelling she then states the $247 is nonrefundable which my mother wasn't aware. I asked to speak with a supervisor and told her the box hasn't been open or activated, only had a couple of days and called to cancel before receiving the equipment she said we can have the equipment picked up by *** but the $247 is nonrefundable. I asked will *** give us a receipt or something for us to prove we returned the equipment she said no. This is bad business stealing from the elderly. Holding seniors liable just thru a telephone conversation.

  Business Response

  Date: 04/03/2024

  As the industry leader in saving lives, Life Alert has over 35 years of working with the elderly.  We do not cold call or telemarket.  People call us when they need our lifesaving services.  During our conversations, it is discussed that there is a one-time, non-refundable set up fee of $247 that includes programming our top-of-the-line equipment. Please know that Life Alert ships our equipment,free of charge, to our customers and we are paying *** to ship our equipment back to us at no cost to your mother. 

• Initial Complaint

  Date:03/20/2024

  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.

  On February 28 I notified Life Alert that we were no longer in need of their equipment. My mother was on hospice and no longer living alone. They gave me a return authorization and instructed me to leave the equipment for the *** driver. I got a tracking number and confimed the shipment was picked up and in transit. Life Alert STILL charged our card for the next month's service on 3/5/2024. I called and reminded them that their equipment was in transit to them and they could see the tracking. They agreed to credit my card. It is now March 20th and still no credit. Each time I call they tell me the credit is "processing". It took them 2 seconds to charge our card, and almost 3 weeks to credit it. They stole this money from us.

  Business Response

  Date: 04/03/2024

  Thank you for reaching out to us.  We understand your frustration, but please know, this is NOT a Life Alert mistake.  We processed your refund in a timely matter and it shows it went through on our end.  We recommend that you contact your financial institution to see why they are holding up the funds.

  Customer Answer

  Date: 04/03/2024

   
  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.
  
  Timely is questionable. And the fact that they charged the amount in the first place AFTER they knew the products were in transit back to them was wrong. I still feel that if I hadnt been watching my deceased mothers account so closely they would have never reversed the charge.  And if they do that to every customer, thats a lot of stolen money  

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

• Initial Complaint

  Date:03/05/2024

  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 contacted Life alert to get a unit for my dad. He agreed but once unit arrived he changed his mind. He stated he won't use it at all and wanted it out of his house. I called and shared this information. I was told the sales person ******** would need to cancel. I left her a message twice with no response. I called back 2 days later and stated that I need to return their unit. The person I spoke to stated that she talked to the sales manager and someone will call me on Monday with return shipping information. ******** called me the next day very hyped stating "didn't you ask him before you ordered". I told her yes, but he changed his mind! She got indignant and stated she will cancel but will hold off just incase he changes him mind back. I told her NO and to cancel today because his mind was made up and she then disconnected our call. I called back today and told the person I just need to send back THEIR product, we DID NOT return the signed contract. I just want to return the item. She informed me I needed to talk to ******** I told her I didn't want to because she was indignant last time we spoke. She put me on hold and stated that the sales manager would call me back in a couple days. All I want is a confirmation of the cancellation and a return address to return their product. I don't understand why so much push back on this when they don't have a signed contract from my dad.

  Business Response

  Date: 03/11/2024

  We are sorry you felt you had a bad experience with our representative.  We have escalated your concerns onto her manager for retraining and disciplinary action.
  Please know, that the equipment is scheduled to be picked up this week.
  Thank you,
  Life Alert.

• Initial Complaint

  Date:03/05/2024

  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.

  Entered by BBB staff LO Consumer states she has been using Life Alert for 3 years. The consumer got a new insurance provider and decided she wanted to cancel service with Life Alert. The consumer states they kept giving them the run around and changing what they were asking for. The consumer states the business made it difficult to cancel service. According to the business *** is supposed to come on Thursday, 3/7/24, to pick up the device.

  Business Response

  Date: 03/11/2024

  It saddens us that this person felt the need to post this untrue review when all along we have helped them, step-by-step, in cancelling the service.  We CONSISENTLY advised multiple times of the proper steps needed to cancel service, and even went above and beyond to assist with helping them find the paperwork.  In addition, *** came on March 7th to retrieve our equipment and send it back to us, FREE of charge.

• Initial Complaint

  Date:03/04/2024

  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.

  Dec 2023 Ordered product not as wanted. ******** said he would correct. **** would be few days his cat was sick. 3 days later I called bac said he was sick. Never returned my call. Company billed me $250 for service never used. Paid $200 originally to receive. Advised not as ordered said return but they would not refund and try and take them to court!

  Business Response

  Date: 03/08/2024

  There seems to be some confusion regarding your billing.  Payment did not go through because the card you provided to us was not valid.  For months we have left you messages and sent you letters regarding your outstanding balance, but we did not hear back from you until recently. Our Billing agent explained this to you.  We were able to retrieve our equipment from you and the account is now closed.  If you have any further questions, please feel free to call our ****************** at **************.

• Initial Complaint

  Date:03/01/2024

  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.

  My mother has the Life Alert service and passed away. I am attempting to cancel the service and I either get hung up on by the Life Alert phone system or stuck in a never ending queue waiting to speak to someone.

  Business Response

  Date: 03/08/2024

  We are very sorry for your loss and understand how difficult of time this is for you.  Although we are not experiencing any phone problems, we will investigate this matter for you.  We see that you have already spoke with one of our agents, and our equipment is in the process of being picked up and sent back to us.  Again, we are sorry for your loss but we were happy to have helped your mother the numerous times she pressed her button and needed us.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21362400
  
  I am rejecting this response because:
  

  I want a confirmation letter that the service has been cancelled sent to the address on record. I don't appreciate being lied to about their phone service and access to their support agents. If they had an ounce of integrity, they could see from their phone logs the dropped calls and time people spend in their queues before giving up.

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

  Business Response

  Date: 03/19/2024

  We received the equipment and the account is now cancelled.  We are sorry for your loss and we hope you find peace.

• Initial Complaint

  Date:02/28/2024

  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 have repeatedly requested this company cancel a subscription for my parents, and they are refusing to do so. They are demanding equipment be returned that we no longer have possession of, which has also been explained to the company. They also demanded medical records stating my parents no longer need the service, which (last I checked) is a HIPAA violation.They keep stating that it is policy to get the equipment paid for before they can cancel a subscription, which feels like it should be illegal (although based on research, it is not, even though our contract went out of date a year ago). My parents have never used this equipment nor have they used the service supposedly provided by the company.Now I'm literally trying to pay for the equipment and they are still refusing to cancel the subscription. That, I'm fairly certain, is illegal. PLEASE investigate this company. If they are doing this to me, I can guarantee they are doing it to others.

  Business Response

  Date: 03/05/2024

  We respectfully disagree with this review.  The account is cancelled and Life Alert considers this matter closed.