ComplaintsforLifeline

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In February, Lifeline was contacted to subscribe to their medical alert system for my elderly parents. Only part of the equipment was originally shipped, which delayed installation and use of the equipment by a month. On March 19, 2024, I was told by a supervisor, *********************************, that a $49.36 refund had been issued since the service was unusable for a month. As of April 26th, the refund had still not been issued. In the meantime, On April 10, 2024, some of the original equipment had been returned and replaced with something cheaper. No refund had been processed for the returned equipment as of April 26th. The refund for the returned equipment was to be $330.96. The two refunds are supposedly in process now, but no credit has been posted to my parents' account.After dealing with faulty equipment which trigger false alarms, ridiculously long hold times trying to reach customer service, excessive wait times for Lifeline emergency response, we decided to end the service. Today I called to initiate the return process. After being on hold for nearly 40 minutes, I was told that I have to pay to return their equipment, and after 14 days have passed, I need to call THEM to give THEM the tracking number so they can verify the return. They refuse to call me when they receive the returned equipment, even though they will have everything they need to be able to do so. I believe this is a major scam intended to defraud seniors who are dissatisfied with Lifeline's substandard equipment and are due refunds.

  

  Business response

  05/02/2024

  Good morning,

  Upon receiving your complaint, we took immediate action to rectify the situation and we escalated this matter over to our supervisor team and can confirm that the amount of $600 that was requested has been approved and sent to be processed. Account has been canceled. We are committed to improving our processes and customer service to prevent similar issues from arising in the future.

  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.

  Customer response

  05/04/2024

  [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

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've canceled the lifeline personal mobile device for both ************************* (account ********* and ******************************* (*********) in January and requested credit on the billing. I have been disputing the setup fees and Lifeline supervisor said that they would credit/remove the setup fees, cancel our accounts and we are no longer required to pay the invoices. Invoices continue to come in the mail and current invoice dated 4/1/24 on Account No. ******** is $613.60. There has been no resolution to the account and when I call it took me 3 months to have a supervisor call me back, no one ever does. I also have the two mobile monitoring devices and have asked for the return mailing labels to be shipped to me and that doesn't happen. Lifeline continues with fraudulent billing practices, and it is almost impossible to talk to supervisor or have your account adjusted.Why do the invoices come from three different locations (*********** **, ****** **, ********* **)? Very confusion and inconsistent.Requesting the account be closed and credited as we owe nothing.

  

  Business response

  04/19/2024

  Hello, 

  thank you for bringing this matter to our attention. We have escalated this matter over to our supervisor team and can confirm the account has been credited and canceled to avoid any further billing. 

  Thank you for your understanding and patience as we addressed this matter.

  Customer response

  04/19/2024

  [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

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lifeline is a fall detection monitoring system company which I had purchased to help with the safety and security concerns for my elderly father, upon having my identity stolen I fell into financial difficulties which i explained to the company upon calling in on a borrowed card to make a payment. I was asked if card was to stay on file or was this a one time payment which I proceeded TO MAKE VERY CLEAR NO DO NOT KEEP CARD ON FILE, IT WAS A ONE TIME PAYMENT, I will b calling in the payments until my personals card and issues came in and were resolved. Ten days later i received a call from my friend asking me why there card was charged again, i called Lifeline asking why ? I was told a refund will b back on the card 5-7 business days, nothing 5-7 days later called back told 30 to 60 days refund ask to speak to the supervisor no return call no refund an unauthorized charge was placed on someone card with no explanation no response they never even asked who's name was on the card. This company is full of thieves, to make worse my dad account was not even updated for a week with the new phone number in the event something would've happened and I am a lil over an hour away. The unprofessional display they have shown is a disgrace, it's not the amount of money, it's the mere principle and a matter of respect and the trust we place in the ************** take advantage.

  

  Business response

  04/19/2024

  Good morning, 

  Thank you for bringing this to our attention. I escalated this over to our billing department. I can confirm the credit card has been removed from the account and the card was refunded the unauthorized charges on April 15.

  Thank you for your understanding and patience as we addressed this matter.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My sister and I ordered a Life Alert system through a company called Lifeline. Phone is: ***********. Email address is lifeline.com. It seems to be endorsed by BBB. We ordered the Home Safe medical alert system. I googled and got the info. A friend's father had this system- they were happy with it.We received the unit in the mail in October, 2023 but waited to call to test and activate it , since my mom had suffered a fall and was hospitalized and we were unsure exactly when she'd be returning home. When I did call to see if the unit worked, I noted the person on the other end was very difficult to understand- so I told her NOT to activate the unit, that we'd probably return it. I was told to call to get a return label if we decided to return it.My sister mailed the unit back and it was received by Lifeline on January 29, 2024. We were checking my mom's mail throughout this time period and a monthly bill from Lifeline was never sent-we thought the unit was never activated, and we returned it, so didn't expect one from Lifeline. However, after we returned the unit, a billing statement was sent for the amount of $372.43 that included an activation fee and monthly fees. On the billing statement, there is no email address or phone number-only an address that a check should be mailed to: Lifeline, Attn: *************************, ***************************************************. I googled Lifeline's phone number, called and inquired why the unit was activated, why we never received any monthly bills until after we sent the unit back, etc. I was told that the unit was automatically activated when it was received in the mail, that we had missed the 30-day return window, explained on the agreement we had signed (my sister called to set up the service, she stated no agreement had been signed) but that since we had returned the device, they would not charge us the last 3 months and to send the check to: P.B. ****************************!

  Customer response

  04/19/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  04/29/2024

  Hello,

  Upon receiving your complaint, we took immediate action to rectify the situation and we escalated this matter over to our supervisor team and can confirm that the account has been credited in full and the account has been closed out to stop any future billing. Our representative attempted to reach out to you and left a voice message informing you that the matter was resolved. We are committed to improving our processes and customer service to prevent similar issues from arising in the future.

  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.

  Customer response

  04/30/2024

  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 would like to note that if a voice mail message was left for me stating that the complaint was resolved, I do not know where it went- to my knowledge I did not receive a voice mail. I understand that my account has been credited and closed and there is nothing that I owe to this business.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ************************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mother had a terrible experience with Lifeline Medical Alert Systems. She initially ordered the most expensive tier of service, but decided within 2 days that she would prefer the basic level. She also wanted to pay the fee for someone to come to her home to hook up the service and review it with her. She called repeatedly over 2 months awaiting the change of equipment and the "service" technician. On each phone call, she was assured that these things would happen or arrive within 48 hours and it never happened. Except for the bill. That came for the most expensive service and for 2 months worth. She had never had a second of service....the thing was never hooked up. They also want a cancellation fee. All these people did was to upset my mother, who is ******************************************* any way. Fortunately, we never gave a credit card number and will refuse to pay these people a dime. However, I would warn other elderly people to beware. They seemed to be out take advantage of an aged and impaired victim.

  

  Business response

  04/15/2024

  Hello, 

  Thank you for reaching out. We sincerely apologize for the inconvenience and frustration you experienced with our services. Upon receiving your complaint, we took immediate action to rectify the situation. We escalated this matter over to our supervisor team, and they have emailed a return label on April 11. We have also credited the account, so that it is now showing a $0 balance.  Additionally, we have taken proactive steps to fully close out your account and ensure that no further billing will occur. 

  Thank you for bringing this matter to our attention,and we appreciate your understanding and patience.

  Customer response

  04/15/2024

  [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,
  
  Kimbefrly ******

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 11/8/2023 ordered a Lifeline Pendant for my 89 year old mother-in-law and paid $489.65 on my credit car which was debited on 11/15. Pendant promised 5-7 days. Finally received on 12/6 after 3 phone calls. On 12/8 tried to setup. Called lifeline support and they tried to hook up and had to reset on their end, but could not hear them on our end. Transferred to tech support, but they concluded unit defective and would send a new one. Called back on 1/18 and still no replacement unit. Lifeline had no record of tech support saying going to send another unit. Decided to cancel unit and talked with a ********* and she said label would be sent and could return for full refund. Mailed unit backto Lifeline on 1/29. On 2/23/24 called again ****** verified receipt and would send info to finance and expect refund in 7-10 days. 3/14 call **** and he said would escalate. Gave him cell and email, but never got back to me. On 3/27 called Lifeline back and initially talked to ******* and asked for a supervisor. Finally, after 33 minutes talked with supervisor ****. Explained situation and she said would escalate. Gave cell phone and email again and she said would contact me in a couple days, but as of 4/5 have heard NOTHING. Company has terrible csutomer service, can't keep track of it's records, etc.

  

  Business response

  04/08/2024

  Good afternoon,
  Thank you for reaching out.  Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns regarding the delay in receiving equipment and requested refund when services were canceled. We acknowledge that the delay in receiving equipment and the extended wait times for customer service assistance were unacceptable. We understand the importance of timely and efficient service, and we deeply regret the inconvenience this has caused you. Upon receiving your complaint, we took immediate action to rectify the situation. We have processed a refund of $489.65 to your original form of payment for the full year of service and we have taken proactive steps to fully close out your account.
  We are committed to improving our processes and customer service to prevent similar issues from arising in the future. Your feedback has been shared with our team, and we are implementing measures to enhance our response times and communication with customers. We value your business and the opportunity to serve you. If there is anything else we can do to address your concerns or assist you further, please do not hesitate to contact us directly.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.
  

  Customer response

  04/10/2024

  [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.

  On 4/8/2024 Lifeline finally credited back to my credit card the $489.65 which they had promised to do back on 2/23/2024.  Thanks to the BBB for helping to address this issue, which had taken over 6 phone calls with Lifeline to resolve.
  
  Regards,
  
  *****************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased Lifeline for my Grandmother, I believe in early October, 2023. Within only a few weeks, they called the ambulance on her for no reason and she said she would not use it anymore. I called to return the device and waited over 3 weeks for the shipping label. I shipped the device in full the same day. Lifeline received the device on November 27, 2023. When I spoke with them on the phone, they told me they would end all charges when they received the device. I have been charged $39.95 on November 27, 2023, December 20, 2023, Jan. 18, 2024 and again on Feb. 23, 2024. In December, I called about the charges and was told they would stop charging me. In Jan. I called and was told they would stop charging me and reimburse me for the charges from *********** In Feb. I called and was once again told I would be reimbursed for the charges. They continue to charge me. I contacted Discover, which is the card that they have been charging me, and they stopped payment on the Feb. 2024 charge and can only keep a stop payment until June 25, 2024. The Discover case # is: 817639168B. I have tried calling Lifeline again, but after waiting for nearly an hour with no answer, I hung up and decided to contact you. The total amount for reimbursement is $159.80. I would like Lifeline to stop charging me for a service I am not receiving, especially since they have received their device. I would also like them to reimburse me the $159.80 for a service I was no longer receiving and unable to even receive. Thank you!

  

  Business response

  04/05/2024

  Good Afternoon,

  Thank you for reaching out. We sincerely apologize for the inconvenience and frustration you experienced with our services. Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns regarding the delay in sending the return label and the continued monthly billing after the equipment return. 

  We acknowledge that the delay in providing the return label and the extended wait times for customer service assistance were unacceptable. We understand the importance of timely and efficient service, and we deeply regret the inconvenience this has caused you. Upon receiving your complaint, we took immediate action to rectify the situation. We have processed a refund of $159.80 to your original form of payment for the inconvenience caused by the billing error. Additionally, we have taken proactive steps to fully close out your account and ensure that no further billing will occur.

  We are committed to improving our processes and customer service to prevent similar issues from arising in the future. Your feedback has been shared with our team, and we are implementing measures to enhance our response times and communication with customers. We value your business and the opportunity to serve you. If there is anything else we can do to address your concerns or assist you further, please do not hesitate to contact us directly.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.
  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a complaint about Lifeline which provides medical and fall alert systems. The phone number is ************ and the address on the website is ***********************************************************************************. *****. My father passed away in November. We returned the alert base and pendant in November. Lifeline continues to take money out of the bank account each month in spite of me calling four times to stop the automatic withdrawal and obtain a refund. The monthly amount is $49.95 and the four month total owed as a refund is $199.80. Each time I call they say that theyll have someone call me within a day or two. No one has ever called. I asked to speak with a supervisor the last two times *** called. Im placed on hold for a long time. Then, a supervisor was not available so they again said theyd have someone call me. At this point, ** going to close the bank account to avoid them taking more from us. My parents paid this business on time every month for over 10 years. With both of them now deceased, its awful to have to go through this with Lifeline. Its wrong, and I feel helpless. Thank you for your assistance.

  

  Business response

  04/26/2024

  Hello, 

  Upon receiving your complaint, we took immediate action to rectify the situation and we escalated this matter over to our supervisor team and can confirm that the account has been closed out. A check was mailed out and cashed on April 17. Our representative was able to make contact with you and addressed all your concerns. We consider this matter resolved. We are committed to improving our processes and customer service to prevent similar issues from arising in the future.
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mom has moved to long term care and I am trying to cancel her Lifeline account. Three times my call was dropped and the website doesn't allow me to do it.

  

  Business response

  03/19/2024

  Hello ******, 

  
  Thank you for bringing this to our attention. We were able to locate your mothers account and I have escalated this over to the appropriate team to follow up with you and get this matter resolved. 

  
  Thank you for your time and patience.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have made 5 attempts in the past month to return the device and deactivate the account for my mother. During the initial call, I was advised I would receive a return label via email within 24 hours. After not receiving the label, I contacted the company numerous times to advise the label was not received, and provided an alternate email address. To no avail. During my third phone call, I was advised I would still be charged for the month and would have to contact the company once I receive the shipping label, which could take several days. During my fourth and fifth attempt today, I was advised a supervisor would contact me, all calls had been documented. I was then told the shipping label would take 20 minutes, and then later in the call was told the shipping label would take a long time because of insurance issues. Note: insurance was not used when purchasing this device. I advised the customer service rep that we had received a statement for the month when the account had been deactivated. At this time, I have not received a shipping label to return the device. I was told I could mail it on my own if I wanted to. I have spent hours on the phone trying to resolve this issue . In addition I have attempted to review this company on their website, but there is no way to post a review. I called the company to see if a representative could walk me through the process of writing a review and was told someone would call me back. I believe they are making the process difficult for seniors to return product or deactivate accounts so they can continue payments to the company.

  

  Business response

  03/12/2024

  Good afternoon,

  Thank you for bringing this to our attention we understand the urgency of your situation and are committed to resolving your concerns promptly. We have escalated and provided all this information to our **************************** A Supervisor will review all of this information, will research your mothers account, and will follow up with you to work on getting this matter resolved. 

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

   

  Customer response

  03/14/2024

  [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,
  
  *********************

*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. ↩