ComplaintsforLife Alert Emergency Response, Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After an issue with an dishonest salesperson, I asked that Life Alert not contact me again.Life Alert continues to contact me at least once a day. They claim not to be aware that I have asked them not to contact me. They then advise that they will make notes for their files to not contact me. But they continue, sometimes they call and hang up. They call on both my line land, (yes I still have one), lol and my cell phone.It's like they're kids playing on the phone. How do I get them to stop calling? I ask them each time they call, to not call again and to remove me from their call rotation..Can you suggest how to make them stop? This has gone on for the last month.

  Business response

  07/18/2024

  Hello, thank you for letting us know.  Our policy is to place a person on our Do Not Call list when they ask.  We have since removed your name from our registry and have escalated this matter to the representatives manager.  We apologize for any inconveniences.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a life-alert for safety reason- (Living at home). I called several times to cancel the order and service agreement-monthly. I spend $248.00 for equipment and service agreement monthly charge of $109.00. I have never received the equipment that I was charge for ($248.00). After the equipment has been received I will be paying a monthly charge of $109.00. I have never received the equipment. Last person I spoke with was *****-x1321 -***********.

  Business response

  07/16/2024

  There seems to be some confusion regarding your lifesaving service with us.  Per our recorded calls, you cancelled the service while our equipment was in transit to you.
  If you have any billing questions, please call our ************* at **************.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mom passed and I contacted the company to advise of her passing. They stated they needed all the equipment back, so I ased them to describe what needed to be returned. I wasn't sure if I knew where all of it was and they stated if you can't find it you might be charged. I said wow, how are going to charge a deceased person. I put the equipment in a box and they sent *** to my home to retrieve it. A week later they took $195 out of my mom's account. I called them to see what was going on and they stated they were missing 1 item they received something from another monitoring company and they have mailed me a letter. I asked did you mail the wrong equipment back with that letter, he said no but for $25 he would send it back to me. This company doesn't care about our elderly/ parents it's ALL about the money. Do you really have to charge the dead for equipment they've had for years.

  Business response

  07/15/2024

  We are deeply sorry for the passing of your mother.  We understand how emotionally difficult of a time like this can be for you. When you called to cancel your mothers account, we assisted you the best that we could with returning our devices.  As you already noted, one of our devices was not returned.  Your mothers account was only a little more than a year old,and she had ordered our high performance equipment, that is why we need it returned.  Were sorry you feel the way that you do, but as the industry leader in saving lives we try our best to help people, as is the case when we helped your mother a few times.  Again, we are sorry for your loss and we wish you peace at this time.

  Customer response

  07/22/2024

   
  Complaint: 21917559
  
  I am rejecting this response because:  You did not give ample time to return the correct pendent.  You charged my mom's account and kept the wrong pendant sent in error. When I asked if you could send it back you said would only send it back for a charge of $25.00.
  
  Sincerely,
  
  ***********************

  Business response

  07/23/2024

  We are sorry for your dissatisfaction.  We tried to assist you the best that we could.  We hope you find peace during this difficult time.

• Initial Complaint

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 3, 2024, the Life Alert system was purchased as a gift for *********************** (Agreement # ******* Unit# AA500932) for ***********************************************************************************. The plan and equipment were purchased with the understanding that the equipment would be installed in person with a company representative who could explain how the system worked and the options available. It was stipulated, that because **************** is 90 years of age, her nephew and caregiver ********************* would have to be present.**************** received a phone call to schedule an appointment with the companys representative. When she told the representative that she wanted to wait for her nephew; she was told her nephew was unnecessary. Despite her objections and questions, the equipment was installed and the representative left without properly assessing **************** understanding. He ignored her concerns and provided fictitious information.On or about 6/12, **************** nephew, *********************, called Life Alert and asked that another proper installation and demonstration be scheduled. **************** was told he would receive a call in the next 24 to 48 hours. That return call never occurred. On Friday 6/22, **************** called back to Life Alert and was faced with a customer service representative who was ********************, rude, and stated that Life Alert had fulfilled its obligation to test the system and nobody would be returning. He further stated that a refund was an option. His attitude, combined with Life Alerts inability to provide commonly acceptable customer service, is what has led to this complaint.

  Business response

  07/15/2024

  Thank you for contacting us and we apologize for any confusion.  We have been in touch with the caretaker and a install presentation was performed for him. 

  Customer response

  07/22/2024

   
  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

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 15, 2024 (on or about) i purchased a Life Alert system for my dad, who has since passed. Per Life Alert (LA) i boxed the items and sent them back via **** *** shows the items delivered. Life Alert claims an item (help button) is missing. I packed and returned the items myself, ALL of the equipment was returned. LA only partially refunded my money, keeping $250 for the missing button. I called LA, after talking with the person in charge of returns/lost equipment (a man named ****), i was told that i needed to initiate a claim with **** After asking why I would be the one to initiate a claim with ***, he said LA would initiate an investigation with ***, and that i must wait for that to play out before any resolution could be discussed. He would not provide an investigation #. I asked to speak with a supervisor and was told that that is not possible. In fact any request to speak with a supervisor is unsuccessful. I was also asked by **** if i had a photograph of all the items packed in the return box. When i said "no" he was incredulous, and asked why I had not taken a picture. When i responded that the instructions from LA did not require that i take a picture of the packed items, he said i should have done so anyway. Now I am told to wait a week up to 10 days, waiting on *** to report back (they will undoubtedly report that the item was indeed picked up and delivered if indeed any investigation is initiated by ***). The item was properly sealed and packaged. LA seems to think that claiming a piece is missing entitles them to Pass Go and collect $250. I asked for a reference number, or a investigation number and was told none would be issued. I am told to wait until the *** investigation is completed - but I have no knowledge of a *** investigation as LA refuses to share any info with me. This is just a delaying tactic. It seems to me LA is counting on bereaved family members to simply give up. LA owes me approx $250 and I would like assistance getting my $ back.

  Business response

  06/28/2024

  We are very sorry for the loss of your father.  Having worked with families for almost 40 years, we understand how difficult a time this is for you.  As you know, we did have upper management reach out to you on this matter.  We apologize for any inconvenience you may have experienced.  Again, you have our sympathies for your loss and we hope you can find peace during this emotional time.

  Customer response

  07/02/2024

   
  Complaint: 21861870
  
  I am rejecting this response because:
  

  Life Alert should refund all funds as disclosed in your advertising.   Just as importantly Life Alert should not claim I did not return all of the equipment and charge me an additional $250, as I did return the equipment.  Life Alert should not take advantage of bereaving people, which seems to be the company specialty. Lastly, Life Alert should refund my money because I was told by management (I do not recall the mans name, but he was from **************** the refund was coming. Also a deception

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

  Business response

  07/03/2024

  We understand that sometimes emotional confusion can set in when having to deal with end of life matters with a loved one.  Our automated records indicate that you were given a refund. We are sorry for your loss and wish you healing at this time.

  Customer response

  07/06/2024

   
  Complaint: 21861870
  
  I am rejecting this response because:

  Your response is offensive and ludicrous.  Refunds received by me only occurred subsequent to my filing of the better business complaint, and because I filed a merchant dispute with my credit card company, because Life Alert refused to cooperate and lied that equipment was not returned.

  For Life Alert to lay blame on bereavement confusions on my part is ridiculous: there was no confusion at all. Your business model relies on taking advantage of this confusion to take advantage of people and their wallets. I was not confused, you did not refund until I complained. To now state otherwise is offensive. Your most recent letter is probably sent out often to cover your *****. Online complaints abound regarding this company claiming equipment was not returned, when in fact it was.  Your business practice is pretty disgusting actually and it my mission to tell everyone I encounter how you treat bereaving costumers, stealing their money unless they complain, then blaming that on confusion. Truly disgusting 

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

• Initial Complaint

  06/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My father is 79 with dementia. His prior medical alert system didnt work properly so he took it upon himself to get a new one without telling me. He is on a fixed income so we pay for a lot of his things. Before he knew it he was charged a deposit of $248 and $109.85/month of which the agent said was a great deal.I called Life Alert with my father to cancel and was spoken AT rudely by your agent telling me that he reminded my dad THREE times that he couldnt cancel his contract.Its a piece of c*** plastic device! Its not a Maserati! Your bogus contract says nothing about not being able to cancel or return the equipment yet your agent tells my dad hes stuck with it and owes over $3k to you.His payments arent even due until July and we tried to cancel long before then and we were given nothing but attitude.We will gladly send the equipment back and wait for our deposit refund.

  Business response

  06/24/2024

  Life Alert has been saving lives for almost 40 years. As the only medical alert company proven to save a life every 11 minutes with devices never need charging, we are considered to be the best in the industry.  This is why your father chose us after another medical alert company failed him.  Your father filled out the medical list, and dementia is not listed there.  He was notified multiple times of the terms and cost before we shipped our equipment to him. Per our recorded audiofiles, he seemed to have a good recall of the conversations he had with our agents and the terms of the agreement.  He even said he had wanted to keep the service but a family member who was suppose to help with the payments could no longer help him.  We did offer to remove a few of his lifesaving devices to lower his rate, but he refused our offer.  Our goals are to keep our customers save and happy.  We recommend calling our ****************** at *********************, so we can continue to work with your father.   

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  First Alert claims that they have a contract with my 92 (now 93) yo ******* ****************************** April/May 2023 Dad started falling and could not get back up on his own. The **************** Ambulance and/or Family would rush to help him back up or if it was a bad fall, to the hospital. Dad has had well over 25 falls between April 2023 and now. My Brother and I had to move Dad out of his apartment and into a Nursing Home because the falls become more and more frequent. On May 6th, First Alert called Dad at 3 am (while sleeping at the Nursing Home) and informed him that the First Alert was activated (called 3 times). Dad was very confused and irritated that they kept calling. Later that morning, ***************** my Brother, called First Alert and talked to a very confrontational employee. See, Dad did have First Alert 4/5 years back but **** sent it back because Dad did not need it. **** was upset with this employee so **** shut down the conversation. Later that **************** called back. All in all, **** was in contact with First Alert 4 times to try to figure things out. **** did not want First Alert to deduct any more monthly payments for something Dad DID NOT HAVE! **** put a STOP PAYMENT on First Alert. On May 7th, First Alert deducted $98.85 then deducted another $715.00! **** checked with the bank, the bank informed **** that First Alert had to change their "ID" to access Dad's account. Thank Goodness, the bank got Dads money back.Dad has been confused for about 1 1/2, 2 years now. No way Dad could have filled out a contract without my Brother or I. Dad never had the Alert device, my Brother and I would have noticed when we visited his small efficiency apartment or moved him out of that apartment. Life Alert has taken advantage of my Dad. This is Elder Abuse!!! Getting into Dads checking account, trying to take money out! Saying that Dad had a product that he clearly did not! How many other elderly people is First Alert taking advantage of? **********************

  Business response

  06/19/2024

  We understand how emotionally confusing situations can become when an elderly loved ones lifestyle has to change due to failing health.   Please know, all of our calls are recorded and notes are automatically date stamped.  Your father only had our lifesaving services for a year and a half, not 4 to 5 years ago, and that you did not send our equipment back to us.  We are LIFE ALERT not FIRST ALERT.  Please check your records, as it may have been FIRST ALERT that your father had years ago, NOT LIFE ALERT! We are a different company. 

  We did our best to explain this to your brother, but he wouldnt listen and basically told us to never tell him that he is wrong before disconnecting the call.  We called back and again tried to assist, but he continued to argue and refused to listen.  We have documentation proving that in January 2023 your father called us to order our services, he was worried about how many times he had fallen, and wanted our lifesaving services. 

  Moreover, Life Alert pays to ship our equipment back to us as a courtesy to our customers, we would NOT ask you to mail it back to us; however, First Alert would.  The money deducted was for missing equipment fees as we did not receive our equipment, this is indicated in our paperwork.  Moreover, our bank ID was not changed, this is simply not true.  We hope this has cleared up any confusion on your behalf, and your fathers account is now closed.  We wish you and your family great health and peace.

  Customer response

  06/25/2024

   
  Complaint: 21840827
  
  I am rejecting this response because:

  Dad's ************ explained to my brother that Life Alert changed the ** so they could access Dad's account! 

  If Dad was "with it" and ordered it and had a contract. Why didn't he use it all the times he fell? He would call 911, my brother or myself when he fell!

  Dad did not have Life Alert in his apartment! I know, I cleaned it out! 

  I don't like the fact that they are trying to make it sound like we are not telling the truth!

  We are so busy with Dad and his health, I really don't want to deal with Life Alert anymore! 

  If Dad's account is closed then I'm ready to settle with that.

  I guess the last thing I want to point out is. Please don't take advantage of our Senior Citizens! To them, the fear of falling is real!
  
  Sincerely,
  
  *******************

  Business response

  06/26/2024

  Life Alert not only is the industry leader in saving lives,but we also developed the personal protection services for the very reason that we understand the fear the elderly have when living alone.  For almost 40 years we have been helping senior citizens to live safely in their own home while giving peace of mind to their family and friends.  We have over ****** lifesaving testimonials from grateful customers and their FAMILY MEMBERS who PRAISE our lifesaving services.

  But to give you peace of mind, please know that Life Alert takes protecting seniors as an important and vital aspect of our services, therefore,everything we do is recorded and electronically implemented to avoid human error. 

  Our audio-files and electronic documentation show, your father called us and ordered our services, he had clear and concise conversations with us which he remembered having, he was notified multiple times of the cost and terms of our agreement before our equipment was shipped, and he verbally agreed to our service and then willingly read and signed our *********************** Agreement which protects him financially against hidden fees and price hikes.

  More importantly, our audio files indicate he was present at the time when the equipment was installed and tested.
  We performed our due diligence in protecting your father,per his wishes.  Unfortunately, not only did our equipment not get retuned to **, but we are being wrongfully accused of doing something we did not do.
  
  Life Alert considers this matter closed.

• 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.

*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. ↩