ComplaintsforLife Alert Emergency Response, Inc.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I initially comtacted the company to obtain information about their services and recieve pricing. The initial representative was fine and provided the requested information. When that perso. Followed up, I explained we decided to go with a different company that was more affordable and no additional contact was needed. Since then, I have received 3 additional calls from sales associates who became unpleasant (at best) and demanded to know why we did not choose Life Alert. Despite me asking each one to be removed from further correspondence. Their sales tactics are aggressive and unwarranted.

  Business response

  06/11/2024

  Thank you for reaching out to us.  We are sorry you felt you had a bad experience with us.  We have placed your name on our Do Not Contact list.

  Customer response

  06/11/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My friend ************************* signed up with Life Alert and was unable to push the button properly. A few days later she was admitted to a skilled nursing facility. This was in December. We got a letter from the skilled nursing facility stating her admit date and e mailed it to Life Alert. She is still in.the skilled nursing facility. We asked to be refunded the amount charged from December to May. Was told they can't refund. Asked to speak with manager and spoke with **** at *********************. She was very **** with me and advised their plan was like insurance. We would be charged regardless if the equipment was used or not.. we are very unhappy with the way I was treated and did not think a refund was not unreasonable.

  Business response

  06/12/2024

  As the industry leader in saving lives,  Life Alert is the ONLY medical alert service whose devices never need charging so our subscribers are protected 24/7.  This is thoroughly explained and put in writing too.  Actually, we hope our subscribers never have to use us, but if any emergency arises, we get our subscribers help fast, 24/7.  We were not notified until this year about our subscriber being in a nursing home.  Once we spoke with you, we advised of the steps to cancel the account.  We continued to follow up with you and left messages, but we didn't hear back from you until April.  Our billing agent was friendly in explaining how our service works.  The account is now closed.  We thank you for being a good friend to our subscriber and wish you both good health.

  Customer response

  06/12/2024

   
  Complaint: 21811238
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I enrolled my mother *********************************** in Life Alert and have been charged for the past years. I was unable to get a refund for the past year as she has not used it and I've tried to cancel many times. I am requesting a refund for the monthly charge that I paid for the past year trying to cancel but was told I couldn't cancel. Please refund me for a year of service as my mother has not used this service. I recently was finally able to cancel after asking for the past year and wasting money. I do see there was also a lawsuit filed back in 2021. I believe I paid for a yearly amount and would like that entire amount refunded to me.Thank you,***** *******************************

  Business response

  05/30/2024

  Life Alert works like an insurance policy in the event of any emergency.  We always hope people wont need to use it, but the help is there, 24/7, for our subscribers for any emergency.  Over the last 37+ years we helped hundred of thousands of people when they needed help.  As the industry leader, we are the only medical alert service proven to save a life every 11 minutes.  We recommend calling our ************* at ************** as there seems to be a discrepancy with your review.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally inquired with life alert about their product. I have since received 15 phone calls from them trying to sell me their service. I told the last 6 to please stop calling. They told me they'd put me on the do not call list and they continue to call. Some of the agents are absolutely rude. I need a resolution to this problem.

  Business response

  05/22/2024

  We apologize for any inconvenience this may have caused you.  Please know, you are on our DO NOT CONTACT registry.
  If you have any questions or concerns, please contact us at *********************************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am filing a complaint against life alert . I had so many issues since initial set up. I paid upfront for the entire year and receive a dirty used system from a previous person . I did not want my parents to use this so i called to complain and they told me they would ship a new one . In the interim my 89 year old father fell and did not have life alert , had they sent me a new one from the start my dad would have had the help he needed . My first question was are they refurbished and I was told no they are new . I spoke to a very nasty manager and cannot believe how I was treated. He told me they are not new which is what I was not told by my account rep and the other numerous people I spoke to . This has been a very timely process and I was treated terribly. They sent me a life alert and the box had not only my name but another persons name as well . I must have received his used one . Terrible customer service. The manager then terminated my contract after all that I have been through the last couple of weeks. They are refunding my money once they receive it back but I am so upset with how I have been treated and would like some sort of compensation for this . I cant believe how they would treat a customer like this . I asked the manager if he would work with me and he said no

  Business response

  05/22/2024

  We are sorry you feel this way. Life Alert has been saving lives for over 36 years and has thousands of grateful testimonials from our customers and their families.  We reviewed all the calls and information on this account. Your account has been closed and all agents were polite and courteous.  We wish you all the best. 

  Customer response

  05/24/2024

   
  Complaint: 21720078
  
  I am rejecting this response because:
  The manager was not courteous and polite . He was rude and disrespectful. I was not having my father wear a used pendant. The lanyard was all pulled. How coujld they expect a customer to wear someone elses? . I would like to know if there was a HIPPA violation involved as well given the box had my parents address on it and previous customers address . I tried to upload but file is too big 
  Sincerely,
  
  *********************************

  Business response

  05/28/2024

  We are sorry you feel this way.  We wish you the best.

  Customer response

  05/28/2024

   
  Complaint: 21720078
  
  I am rejecting this response because:
  They should do something to compensate for all that happened . What kind of response is that ? Dont they pride themselves on customer service..?
  Sincerely,
  
  *********************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/1/2023 I signed up for Life Alert's *** monitoring system however it did not work for me as the alarm consistently went off when nothing was wrong, the *** did not track me as it should. I was well within the boundaries as stated in the contract. I began calling them immediately and shipped the equipment back in January of 2024. Since that time I have been billed $79.44 and my Discover card has been charged for the months of Jan, Feb, March, April and now May of 2024. I have called, written letters and the only thing I have received is a refund for $79.90 credit on my Discover with no explanation. When I call I get no straight answers. I am a 83 year old woman on a very fixed income. No one person tells me when I will get the equipment price back including the charges for the monthly fee back. I have spoken to many people and they too have fallen a victim of price gouging by Life Alert. Please help me to get these funds back. It is not fair I have spent hours and hours on the phone and get no where. I have kept detailed documentation of every call I have made, the time of the call and the person I have talked too. This is unacceptable and as I said I am 83 years old and on a fixed income. I deserve my money back and immediately. Life Alert has ripped my off. My account number with them is #********

  Business response

  05/21/2024

  We disagree with this review, which has many discrepancies.  All of our calls and emergency signals are automatically documented and recorded.  Our records show that our devices worked as expected and signals were answered in record time.  Life Alert never charges for an accidental alarm activation, and we advised you on how to wear your emergency pendant so that you would not be activating it. Unfortunately, you proceeded yell and bully any agent who tried to help you. We received our equipment in March and that is when we processed a refund.  You are not entitled to the equipment price refund as our equipment is on LOAN and you were never charged for the cost of the equipment. Life Alert considers this matter closed.

  Customer response

  05/21/2024

   
  Complaint: 21712662
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  05/25/2024

  My Discover Credit Card was charged by Life Alert on the following dates for the dollar amounts:

  11/21/23  $197.00

  11/29/23  $5.33

  12/4/23  $79.70

  1/3/24  $79.70

  2/3/24  $79.70

  3/3/24  $79.70

  4/3/24  $79.70

  As I indicated in my original letter I received a credit on my Discover credit card in the amount of $79.70 last month.  I also had to pay additional postage by *** of an additional $24.96 to send the package of their equipment back.

  If I need to obtain copies of my Discover statements I can do that, but Life Alert knows when they charged me and needs to just respond.

  I hardly would say I "bullied" anyone.  I am 83 years old, on a fixed income and was scammed and deserve my money back.

  This was caused me a severe financial burden, along with extreme stress that Life Alert needs to resolve.

  Business response

  05/29/2024

  We disagree with this review - as it has many discrepancies.  Our records show that our devices worked as expected and signals were answered in record time.  Life Alert does not charge for an accidental alarm activation, and we advised you on how to properly wear your emergency pendant. Unfortunately, per the recorded calls, you proceeded to verbally abuse our agents who tried to help you. We received our equipment in March and that is when we processed a refund.  You are not entitled a refund on the equipment as our devices are on LOAN and you were not charged for them. 

  Customer response

  05/30/2024

   
  Complaint: 21712662
  
  I am rejecting this response because:

  I am requesting at least if nothing else the monthly charges that were billed to me be refunded.

  I began writing and calling in December, January, February, March and April as I indicated the equipment failed to operate as your advertisement and sales agent stated it would as previous outlined in my complaint.

  I had someone assist me with the setup and we know it was set up CORRECT but it did not work.

  Speaking numerous times with ***************************** at extension 4839 on 3 different occasions, who once told me he would refer the issue to legal, but I never heard back, once he called back and said I was "stuck" with the equipment even though it was not functioning properly.

  I spoke to **** on 3/8/24, who said she was a Manager that said she was going to issue credit, but that never happened.

  I returned the equipment by *** Ground on 3/1/24 and paid out of pocket $24.96 as I was never sent a return box by Life Alert.

  I received a postcard from Life Alert on 3/18/24 stating the equipment had been deactivated and my account had been cancelled.  

  I should be refunded the entire amount but will settle for the monthly charges which total $318.80.

  As I have canceled that Discover account, please issue a check to my at my address you have on file.

  *****************************

   

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

• Initial Complaint

  05/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  (I am ***************************, and I am using my email address because my Dad doesn't have one. I am also filling out this report because Dad asked me to help.) Life Alert was installed in the home, and upgraded previously for wife, ******************************** Wife passed away on March 13, 2024 Son, (*****) called Life Alert to let them know that she had died, and that the name needed to be changed to ***************************** for the devices and service. It was explained the company would need proof of death with an email of obituary, or death certificate. March 20th Son emailed the company with an attached copy of the obituary, and a web link to access the obituary on ***************************** Funeral Home website. Shortly after that email, a Life Alert representative contacted ****** by phone, and there was a verbal agreement that ****** would send back some of the devices (two) with the purpose of reducing the bill under the current contract period. Life Alert sent a new contract to ******, and he signed it not understanding that Life Alert had sent him a NEW 3 year contract, rather than the original. Therefore ****** was upset because the company had taken advantage of his situation, and is requiring more money and time from him. I (*****) believe that ****** was taken advantage of by this company and is using his situation to require more money from him than was originally required. It not only has created a financial burden but an emotional burden also because he feels he can not correct the mistake. The company representative has been very clear that the company will not work with him, or allow any changes based on the contract. In my opinion, this is a "strong arm" tactic to get the elderly and those who need care to be burdened by more debt, and concern about their financial situations. It appears to be a company practice, and a "scam."

  Business response

  05/17/2024

  We are very sorry for your loss.  For almost 40 years, Life Alert has been saving loved ones and working with family members regarding end-of-life matters, so we truly understand the emotional difficulty that can occur when people are in mourning.  We also understand that there may be some confusion regarding this matter.  When your father called us to take over his wifes Life Alert account, it was explained to him that there needs to be a new agreement.We are a HIPAA complaint entity which means all the medical information, passwords,emergency contacts, etc regarding our subscriber must be created into a new account.  Per our recorded call, your father understood it was going to be a new account with a new 36 month agreement.  We sent the agreement to him and received it back, signed, almost a month later, giving him time to read it.  When your father called us to cancel it was because he received a new service on his phone and he had some concerns over money.  Since we had helped your mother many, many times, we knew our service will be a lifesaver for him too so we worked with him in lowering the cost.  He had a friend on the phone with him who also participated in the call.   We are sorry you feel you had a bad experience with us, but during difficult times like this - emotional distortion of facts can occur. As the industry leader in saving lives, Life Alert continues to understand the pain you and your family are working through.  We have cancelled the account and hope you and your father can find some peace.

  Customer response

  05/20/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mom was basically scammed into a 3 year contract with Life Alert that is effective June 2023-June 2026. $98 + has been drafted from one of her credit cards each month. I started getting calls on my moms landline when she was in the hospital because she wasn't equipped/able to pay her bills and the credit card used for drafts was denied to Life Alert. I asked for them to cancel and was told she had to either be admitted to a facility or deceased. For months my mom has not used any of the devices provided. Most recently she was hospitalized and then went to rehab and released to me right before Christmas 2023. My mother has full blown dementia and has me and home health care in the house at all times. She is unable to use the devices and doesn't even know what to do with any of the devices. I am asking for a refund back to December 2023 and cancellation of the contract.My moms account is ********. Her landline ************ is on the account as well as my cell for contact ************.

  Business response

  05/03/2024

  We do not telemarket, so people call us to sign up for the life-saving services.  We are sorry you feel this way, and sorry your Mother is not doing well.  While we were on the phone with you discussing the account, you disconnected the call.  We called you back and left a message but we have not heard back from you. Please feel free to call our ******************* at ************** if you require further assistance. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I saw a Life alert system from 82 year old mother. I spoke with the representative named ****, and upon finding out certain criteria that was unacceptable, I told him I would not be interested . Now lufe alert has turned around and is calling my 82 year old mother on a regular basis trying to get her to agree to something that she has already told them she does not want and that her son (myself) is handling that. My mother started this harassing calls who's not authorized or call her old but it's not from me with these kind of systems she's left it up with me to take care of it. I have told him no and he's going around me to try to get my mother to agree to it and she has told him no. Any further contact is harassing and unethical. I demand it to stop immediately.

  Business response

  04/18/2024

  Life Alert does not cold call or telemarket.  Your mother called us to learn more about our lifesaving devices.
  After speaking with you, we also followed up with your mother, who originated the call.  After reaching her,
  we placed her name and phone number on our Do Not Contact list.

  Customer response

  04/19/2024

   
  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.
  
  Sincerely,
  
  Tico Donaire

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Life Alert Account ***********. Monthly Auto Payment $100.00 per month made from my ************* account for my sister. Cancel Life Alert Service April 2024. Terms of 3-year service agreement ended 04/2021 to 04/2024.My ************* account pays for ******************** Service that is no longer required. Cancel the service; Life Alert customer service contact was not ************* Apr ****** will go to my ************* and request stop payment. Life Alert needs to cancel service.. Monthly Auto Payment made from my ************* account for my sister. Cancel Life Alert Service April 2024. Terms of 3-year service agreement ended 04/2021 to 04/2024.

  Business response

  05/03/2024

  Thank you for your review. Since the rightful owner of the account is your sister, she has to call us to cancel the services.As with all agreements, this is done to protect the customer, as we cant take instructions from other parties.  Unfortunately, we have not heard from her.  It is strongly recommended that your sister (our subscriber) call our ********************** at **************, so we can answer any questions she may have.

  Customer response

  05/03/2024

   
  Complaint: 21585195
  
  I am rejecting this response because: Life Alert Device has been installed at my home address ****************************** for the past three years.  I, *************************** paid for the service since my sister never wanted the Life Alert Device.  I initiated the process, paid per the agreement, and I request cancellation.  
  
  ***************************

  Business response

  05/10/2024

  We have already spoken with you and your sister.  This issue is resolved.

  Customer response

  05/17/2024

   
  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.
  
  Sincerely,
  
  ***************************

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