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. has 11 locations, listed below.

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  Life Alert Emergency Response, Inc.

  16027 Ventura Blvd Ste 400 Encino, CA 91436-2747

  
• 

  Life Alert Emergency Response, Inc.

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

  
• 

  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

  

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:04/15/2025

  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.

  I was considering signing up for this service post 2 craniotomies, stage 4 cancer, seizures. I have the unopened package they sent. I want to send it back and have not signed a contract that they wanted me to sign. I dont want their services. They have already taken hundreds from my account for nothing! Just for talking to me on the phone! I want a refund and them to send me a shipping label to return their product. Too much haggling. I dont want to talk anymore! I want a refund and to return their package!!!! Please!

  Business Response

  Date: 04/22/2025

  Thank you for reaching out to us.  We are sorry to hear that you have changed your mind while you stated that our services is the only solution for you to continue do things you want.  We respectfully disagree with your statement of charging you for talking to you on the phone.  You have signed up for our lifesaving services and provided the payment method, at which time you authorized a non-refundable setup fee to be charged before we shipped the equipment to you. We have been already in contact with you regarding the matter and getting the equipment back. Wishing you all the best. 

• Initial Complaint

  Date:03/31/2025

  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 no longer require the services, but they won't let you out of their contract. I was not told I was agreeing to a 3-year contract when I initially signed up with Life Alert in July. I was also not told I was using their equipment although I had to pay for it. My understanding was that I owned the equipment. I spent most of the morning either being hung-up on or placed on hold and/or transferred to numerous different departments and people. ***** offered to shorten the contract (the contract I was not aware I had agreed to) to six months, this is not acceptable as I do not want the service. I'm not sure if the sales department has a "sales pitch" that the service department isn't aware of but I consider this a bait and switch scam.

  Business Response

  Date: 04/04/2025

  Since Life Alert works primarily with seniors, we ensure they are aware of our *********************** Agreement.  All of our calls are recorded for quality assurance, and we found that your representative did explain the terms of our service agreement.  Moreover, on July 26th, we called you to confirm the order and terms of our agreement before we shipped the equipment to you for free.  Although we do have a cancellation clause in our agreement,unfortunately, you did not meet the qualifications.  However, we still tried to help you and presented you an offer that was in your favor, but surprisingly, you refused it.  If you change your mind, please call our ******************* at *********************, we are here to help.

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23139471
  
  I am rejecting this response because: I not only feel I was lied to but while on hold I was informed by recordings numerous times that my safety was their main concern; since I have disconnected my equipment I have not received a single call concerning my safety and/or that I am alright. During my conversation with ****** (which is supposedly recorded) he stated that I was probably under a lot of stress and probably didnt have the capability of making this kind of decision at this time. So now they are not only holding seniors hostage they are diagnosing us also. This is a despicable company and I want nothing to do with them. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/10/2025

  As the industry leader in saving lives, our stellar reputation can be seen with over ****** lifesaving testimonials by grateful subscribers and their families that trust our lifesaving services.  We're sorry that you feel the way that you do. Please feel free to call our ******************* at ********************* so that we can assist you further.

   

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23139471
  
  I am rejecting this response because: Again, I no longer need or want this service. Again, Life Alert has neither called me or my emergency contact to check on my welfare. Im sure they do have numerous testimonials but I know for a fact that they also have numerous complaints from what I saw on the BBB website. While I appreciate the BBBs assistance in this matter I am also checking other available avenues to resolve this issue. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/11/2025

  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 Alerts Cancellation Policies Are Unreasonable and Unfair Canceling Life Alert was an incredibly frustrating experience. The company requires proof of death or proof that the customer has moved into assisted living in order to cancel the service. When my father-in-law passed away, on 11/07/2024 it took nearly a month to obtain his death certificates an unavoidable delay.During that time, I had to make two separate phone calls just to get clear instructions on how to cancel. Each call involved long hold times (at least 20 minutes). When I finally reached someone who gave me actual information, they provided an email address where I could submit the death certificate which I did on 12/5/25.They didnt tell me that you must also request a refund separately. Without this request, they will cancel the account but keep the full years service fee a deeply unfair policy that feels exploitative, especially when grieving families are just trying to manage affairs.Adding to the frustration, Life Alert refused to backdate the cancellation to my father-in-laws date of death, despite the death certificate clearly showing when he passed. Since no one had been using the service during that time, this refusal felt unreasonable and purely profit-driven. Finally, they would only issue any refund by crediting my deceased father-in-laws cancelled credit card, which is no longer active. This inflexible policy created yet another obstacle during an already difficult time.Life Alerts policies seem designed to take advantage of families dealing with loss. A company that provides emergency services should have more compassionate and reasonable practices for situations like this. What I would like is a refund of service fees from the date of death per the death **************** of death 11/07/2024 Death certificates obtained 12/05/2024 Life Alert yearly fee paid by ******* ******** online 09/09/2024 $878.35 Life Alert Unit # AA345329

  Business Response

  Date: 03/12/2025

  We are sorry for the loss of your father-in-law.  We understand how frustrating and emotional of a time this can be.  Requiring any proof of death is standard operating procedures for companies. Our records show we received the death certificate from you on the actual day you called us to let us know of your father-in-laws passing.  There was no delay on our end.However, we did try to reach you multiple times regarding the equipment but did not hear back from you until a week later.  Although we do not have any record of calls being on hold for 20 minutes, we still are sorry you had to wait.  Since were in the caretaking business, we try to avoid using cold and detached AI voice messages, as most people dislike not being able to talk to a real person. Lastly, we are quite disappointed by your accusation towards the billing issue.  Not only did we process a refund, but we even gave you more than what was expected.  This was clearly explained to you by our Billing supervisor.  Again, we are sorry for your loss and hope you can find peace at this difficult time.

• Initial Complaint

  Date:03/06/2025

  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 signed up for life alert and never signed a contract. It doesnt work how I want it to and Ive been trying to cancel the service since last week. I call and get transferred around everywhere and finally end up with a message machine to leave a message and somebody will call me back. Nobody ever calls me back, even after asking for a supervisor. I am paying for something I dont want and feel they are taking advantage of elderly people. This whole thing is a scam and I just want to get rid of it

  Business Response

  Date: 03/11/2025

  Thank you for reaching out to us.  Our records show that when you called us to order our service, we shipped our equipment to you and it was installed and tested perfectly.  We have been in contact with you and have addressed your concerns.  If you have any further questions please call our ******************* at *********************.  Thank you.

• Initial Complaint

  Date:03/03/2025

  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.

  We no longer need the Life Alert but they wont allow cancellation for 36 months. At the time we ordered life alert it was desperately needed. But now my wifes health has vastly improved so that the life alert system is no longer needed. So if we cant cancelled, the equipment will sit in a box unused for the next 30 months. This sounds like a spam company that only wants my money not my needs. This company charges way more then any other alert company so why have a 36 months contract.

  Business Response

  Date: 03/05/2025

  Hello, we are happy to hear that you think you dont need our service anymore, but please know that perfectly healthy people have our lifesaving devices in case of an **********************.  We find it disappointing that you ordered our services when you were desperate, knew about our agreement, willingly signed up with us, and then accuse us of being a scam company when you want to renege on your commitment, we are very sorry you feel this way.  We have already been in contact with you and are working on a win/win solution.

• Initial Complaint

  Date:02/25/2025

  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.

  Life Alert sent me a button to push that goes around my neck. The button works but was lost due to the shoestring it was attached to.The first ***** I spoke to was so UNBELIEVABLY ABUSIVE and HORRIBLE NASTY. She even hung up on me at approx. 4:40 ******, this is the way LIFE ALERT treats their elderly.I will post this on FB etc. and thru my friends at ***********They want to charge me a fee for replacing when obviously it's their fault for shoestring to hold button around neck. WHAT????This is no my fault. It should have been placed on a sturdier chain or wheaver. NOT A SHOESTRING What the heck kind of Corporation is this that the elderly pay for?I spoke to *** at approx. 4:45. I was to get a phone call back from a manager/supervispr. I still have not at 5:30 p.m.I am not at home in the mornings.Thank you

  Business Response

  Date: 03/06/2025

  Thank you for reaching out to address your concerns.  We have listened to the recordings and disagree with this review.  Not only was our agent nice and accommodating to you, we have a recording of you being abusive and nasty by calling us names, insulting us, and threatening us.  We did have a supervisor contact you, and helped you to your advantage, and yet you posted this untrue review.

• Initial Complaint

  Date:02/15/2025

  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.

  Following a fall with left ankle fracture (7/3/24) we purchased the LifeAlert system. Despite multiple attempts at device activation in multiple rooms in the house, I could not hear or communicate with the remote staff (the sound was unclear and mostly unintelligible/ESL). This was not acceptable for my situation and I and my daughter (who is a nurse practitioner) repeatedly told the LifeAlert staff during this unsuccessful activation session which took at least an hour. ***************************.We were told to return the device. We expected a full refund for this unacceptable system. Were were only refunded a partial amount for September 2024 ($38.96) We were not refunded for the device ($247.00) which we returned immediately at their direction. This is according to their contract which they are in violation of as they could not successfully activate their device. They have refused our refund request despite multiple calls/requests. **********9/13/24 $247.00 (NOT refunded)9/19/24 $38.96 (refunded)LifeAlert ************ (Assertive) enrollment **** ext 4169 Manager ***** ext 4104 Billing supervisor ***** ext 1211 Billing manager **** ext 1213 They should have extensive notes on my account.

  Business Response

  Date: 02/26/2025

  Hello, thank you for this opportunity to clear up any confusion. 

  When you called us to order our lifesaving services, we noted multiple times that there is a non-refundable fee of $247.00 paid upfront for set-up and programming the system, which needs to be completed before our equipment is sent, free of charge.  During the install and set-up phase,our devices were activated successfully and worked as expected, but there seemed to be some challenges with your hearing aids.  You decided to cancel services, and we refunded the prorated amount that was paid for the first month.  We hope this information elevates any misunderstandings.
  

  Sincerely,

  Life Alert.

• Initial Complaint

  Date:01/23/2025

  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.

  Nov. 18, 2024 ****** ********, my friend and I am ****A. for left her home and went to an assisted living facility in town.Once she moved we notified Life Alert to return their equipment. Instructions were given to us and we sent the equipment back through ***. When Life Alert received the pkg. back they noticed we failed to include a HELP Button from the shower. We overlooked it. We sent it back to the company, **** signature required. We received a postcard back saying it was signed for but there was no signature. I requested a signature return from the **** and received one. Now I notify Life Alert to return the $195.00. I could not speak to anyone there. All I got was elevator music with an ad you see on TV about how wonderful Life Alert is. I tried for days with no success. This is ******** money and it's return was promised when we returned that help button. I have the needed documents on my cell phone but hesitate to try to remove them for fear I'll lose them. I'll get assistance if need be.

  Business Response

  Date: 01/28/2025

  Hello, we understand your frustration with ****, but that is a separate company, in which we have no control over.  Once we received the missing device, the refund was processed.  This account is now closed.
  

• Initial Complaint

  Date:01/10/2025

  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.

  Equipment literally fell apart into four pieces I have now made 5 calls and they continue to bill me for broken equipment I no longer have trust and faith in this shady business that locks you into a 3 year contract even when equipment has broken Agents were insulting and rude. I think they do not even care about seniors

  Business Response

  Date: 01/20/2025

  Thank you for reaching out, we take any inquires about our equipment seriously. We respectfully disagree with this review as our recorded calls indicate something different.  What you are describing is not possible with our devices, but unfortunately, you either threw away our device or lost it and we are not able to investigate this matter due to the missing device.  Moreover, we have been working with you and making follow-up calls to you, and each of our representatives, including a supervisor, was very nice and accommodating to you.  

• Initial Complaint

  Date:01/08/2025

  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.

  In Feb 2024 I sent back the tracking device along with the panic button and only wanted the regular service with the button around my moms neck. This would have lowered my moms plan by at least $20 per month. Life alert called me in the early morning of Oct saying they couldnt reach my mom and the gps device was beeping. I was panicking because I live a half hour away. They said the device was in ********! She lives in ********* and hasnt traveled in years. She is 93 years old. They never adjusted the payment they said they only received the one device and not the **** I explained to them if I didnt return both how would the *** be going off in ********!! They say she is locked in for three years and they are charging her for her gps upgrade because they claim they never got it back. I mailed both panic button with gps in a secure package at the post office

  Business Response

  Date: 01/10/2025

  Thank you for reaching out to us.  We understand your frustration, we are frustrated too as our equipment is expensive.  As you already know, we only received one device,and the other device was being pinged in a different state. This clearly shows that it was not delivered to us. We recommend contacting your local USPS,give them your tracking number, and have them investigate this matter by opening a tracer on the lost item. In our experience, sometimes a carrier might open the package and remove the device for safety reasons.  Other times,the package may not be secure enough and items can fall out.  These issues happen periodically.  Please know that when we did receive one of the devices, your account was discounted. Please let us know if we can be of any further assistance.