Complaints

This profile includes complaints for Life Alert Emergency Response, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Life Alert Emergency Response, Inc.

  16027 Ventura Blvd #400 Encino, CA 91436-2747

  
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  Life Alert Emergency Response, Inc.

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

  
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  Life Alert Emergency Response, Inc.

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

  
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  Life Alert Emergency Response, Inc.

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

  
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  Life Alert Emergency Response, Inc.

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

  

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:09/15/2022

  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.

  Contacted Life Alert on 9/1/22. Spoke with *****. *************** changed his mind and I contacted ***** the next morning to cancel. He said he would call me back. I contacted the shipping dept. to cancel. The told me to contact *****. ***** called back later and said it might have shipped so to call when we received equipment. Called ***** and he encourage me to install equipment until he could cancel order and someone would contact me with return shipping info. Was not contacted so called billing dept., they indicated they had no record of cancellation and to contact *****. Called ***** and said I wanted shipping label and a full refund when it was returned. He said he wasn't familiar with the return policy and that I would have to talk to the billing dept. He said he would call me back. At the time of this complaint he has not called back and my father has not seen a contract nor did he sign a contract. We feel the business practice of this company are misleading and aggressive. Thank you for you consideration of this matter

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/26) */ We are sorry you feel as though you had a difficult time with Life Alert. We do see that you spoke to the correct representatives and the account is now closed. In regards to any billing questions, please feel free to contact our Billing department at ******************* Thank you, Life Alert Consumer Response /* (3000, 7, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Contacted ***** in billing last week, she said a refund was being processed. No refund received. This is just another reason this company is not transparent or honest. Their sales tactics are suspect and the money they spend on advertising would be better used in developing a company that promotes customer service included with their product. Business Response /* (4000, 9, 2022/10/07) */ As the industry leader, Life Alert is the only company proven to save a life every 11 minutes. We invite you to go to ******************************************* where you can read over 44,000 testimonials from our happy customers who praise our lifesaving skills, technical knowhow, and our caring Sales Specialist. We wish you the best of health.

• Initial Complaint

  Date:08/22/2022

  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.

  **************************** billed for 10 months after she was moved into an assisted living facility . Called and attempted numerous times to stop the automatic debit from her account - It has been cancelled as of 08/2022 - have been paying since 11/2021 - Each time, a representative communicated something else they needed - Not consistent - ******* is on a very fixed income - Family is having to pay the majority of the 5495.00 monthly account for ************************************** . When I called myself the week of 08/15, I was even told the facility was supposed to send in a letter stating Mom is a resident there - In all the preceding months , NO ONE mentioned that - My opinion , Life Alert , makes it extremely difficult to cancel - for their company's financial gain . It finally was cancelled this month - It's very stressful moving a loved one into Assisted Living - The continued aggravation of dealing with Life Alert has just been one more frustrating thing to deal with - Life Alert also shipped******** a new monitor which she didn't need - I shipped it back in 2021 - The original monitor was shipped August if this year - I live out of state - Had to wait until I was back i********** to ship back . I Sincerely, **********************************

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 8, 2022/09/09) */ As all calls are recorded for quality assurance, we have verified that upon the first call to close ************* account, we provided consistent information as to what paperwork was needed and where to send it. Upon multiple occasions, we made various attempts to contact all family members to help with a speedy closure of the account, but the family was either unavailable or did not return our calls. When the attempt was finally made to deactivate our equipment, the family advised they did not have it and would call us back with the equipment, to which we never heard back. The delay in closing this account lies with the family and not Life Alert. We performed our due diligence to assist with closing the account by attempting to contact the family consistently. This account is now fully closed and we consider this matter resolved.

• Initial Complaint

  Date:08/10/2022

  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 wanted to investigate Life Alert and they made me pay the $198 to have the equipment sent to me, and they did not charge me for shipping. I did not enter into a contract and never agreed to pay them non-refundable $198. I requested a refund and to return the products as we did not want to enter into their contract (which did not have a termination clause). Instead I was told that the 198 was for their service (which I never agreed to retain!).

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 8, 2022/08/26) */ Dear ****, Thank you for contacting us. Our Price Guarantee Service Agreement not only protects our customers from price hikes and hidden fees that other companies implement, but we do, in fact, have a cancellation clause in our agreement which was discussed when you called to order service for your mother. You provided us your banking information so the $198 could be charged, and you were informed that it was for processing and programming, and also provided the address where to ship the equipment. Otherwise, our equipment would not have been sent. However, when you called to cancel, we made arrangements to pick up our equipment from your mother's home, all shipping was free of charge, and a refund was given back to you. The account is now closed. We wish you and your mother the best of luck and great health.

• Initial Complaint

  Date:08/07/2022

  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.

  I called Life Alert to cancel my contact with them today. I explained to the billing department that I do not have the funds to pay for this service any longer. I explained that I have a home, food and gas to provide for myself. Plus other daily expenses. They explained I signed the contract in December of 2020. I explained my husband passed away in January 2021. I had about $700.00 more a month then. They explained that I should have another person help me to pay for the services I need. I explained that there is no one. My son has terminal throat cancer and he is getting help for his home, food and medical treatment he needs from others. Currently, I have all my co-payments written off the any medical services I need for the next year that my medical insurance does not pay. The billing department of Life Alert offered me a discount to $59.95 which is only $10.00 less a month. Plus, a free month in September of this year. I explained I cannot keep my home, buy food and gas for myself. I need this contact to be cancelled because I need to buy the necessaries of everyday life which is very hard to do. I only receive 1931.00 a month in Social Security income. Also, I have no other place to reside.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/10) */ You have our sincerest condolences for not only the passing of your husband but for the health of your son. As we have been the #1 medical alert company in saving lives for over 30 years, we understand the emotional hardships one can endure as the years go on. Our Customer Care department offered options to help with your financial strain, and we invite you to call us again at******************* so we can find ways to assist you further. We are here to help. Consumer Response /* (3000, 11, 2022/08/22) */ Lift Alert has contacted me. They said that my life situation is a DA DA DA. My life situation is as stated in my contact with BBB. *****, the manager, is not understanding to my personal situation. She stated I would be receiving a bill for the equipment. I am returning the equipment to them next week. Life Alert is charging me for missing equipment which I have no funds to pay for. My life situation is not a DA DA DA as stated by the Customer Service Manager, *****. I was a Credit Manager. I also collected debt in court. I was never so rude and disrespectful when appearing before the Judge or respecting the Company to collect a debt or to the cleint which I was polite and courteous, always. Life Alert are the most disrespectful people to talk to and to have a place in the welfare of the Senior Population. I, as a Senior, would not recommend them to any of my Senior friends.If you don't say what they want to hear you say at Life Alert they will hang up on you. Which is what ended my call to *****. I wouldn't recommend Life Alert to anyone regardless of their age in years or maturity. Business Response /* (4000, 13, 2022/08/23) */ We respectfully disagree with your review of our agents and manager, and have gone above and beyond to assist you. Life Alert considers this matter closed.

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Originally I contacted the company for product information. Now they call me daily and I have asked them to stop calling me 2 times now. Additionally, Life Alert outright lied about their competition (contract, product, cancellation). I do not want this company calling me any longer. Please stop.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/09) */ Although competitors like to post false reviews against Life Alert, the industry leader in medical alerts, we still welcome any chance we can to point out the obvious lifesaving differences between us and them. As all calls are recorded for quality assurance, we reviewed your original inquiry call. Our representative went over all the questions you had and went over why we have been the #1 leader in Saving Lives for over 30 years. Your questions about a competitor were honestly answered and we have the evidence to prove what we say. Actually, we welcome you to read the hundreds of names of customers who had other services, including the one you mentioned to the rep, only to discover that their initial price went up; there were hidden fees; they use a 3rd party emergency call center; they have no empirical evidence in how many lives they save; and most importantly, their equipment DIDN'T WORK AND WASN'T MONITORED. ****************************************************** Our representative did place a further courtesy call but you were unavailable. We have placed your number on our Do Not Call list and moving forward you should no longer receive any calls. We wish you the best of luck and the best of health. Sincerely, Life Alert "Saving a life every 11 minutes."

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was pressured into a purchasing device for my mother to use . ******* the sales rep kept calling me back--5 to 6 times within the same hour. I finally relented into purchasing the life alert system after hours of badgering from *******. The next morning the first thing I did was call to cancel all services, this was less than 14 hours after the order. ****** was not in the office so I asked to speak to a supervisor to cancel everything, however they refused to get me to a supervisor and only kept telling me it was just the call center. (fyi.. they used that excuse for the entire time when I asked to speak to a supervisor) The company said that ****** the sales rep was the only one who could cancel this for me and that they would have him call me when he got to the office. I got a call 20 minutes later from*******, he was at his home I guess. (phone # ************ (he called from this number)) He was very aggressive and angry for my cancelation and attempted to force me to just put it on hold until I had the information I needed about my mother. I told him NO, please just cancel it all together. He stated "he would take care of it", and then he hung up the call on me. Today 8/1/22 I logged on to my bank page to find out they took the money out of my account anyway. I called them that afternoon and asked to speak to a supervisor, they asked what about. I explained to them the issue and they stated I had to contact the billing department(phone#************). After being on hold for 25 minutes I spoke to a person, and again, I explained the situation. They asked for the phone # that was associated with the account in order for them to pull up the account information. I gave them my phone number However it was no longer in their system so they could not help me. I told them about the salesperson ***********************, and how he was supposed to cancel the order but 189.00 was still withdrawn from my ******* account. I have received NOTHING in the mail.

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/08/09) */ Thank you for expressing your concerns. We went through all the recordings and records, and found that you ordered our service on the very first call you made - when you called us yourself to inquire about our lifesaving services. Our representative did NOT call you 6 times and definitely did not pressure you into buying. There were only a few follow-up, non-sales calls to you confirming your order and verifying the address. When you called the next day after you changed your mind, you proceeded to scream and insult our personnel. We addressed your concerns over the phone and have issued a refund for the charge that was automatically billed when you placed your order originally. Life Alert considers this matter closed. Consumer Response /* (3000, 7, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company has NOT refunded my money. They DID call six times with the sales rep ****** bullying me into buying their service. I have the call records. He asked me about my family, he then used the information of the two deaths of family members due to falls nefariously. He used it to guilt me even further into purchase. Buyer BEWARE of this company. After my horrible experiences with this company I did a cursory investigation on this company. I found this company has been sued in multiple class action lawsuits, paying out millions to victims for abuse and unlawful use of electronic devices. Again, like right now, they claim they have refunded my money yet they have NOT done so.(8/10/22) Perhaps I should join one of the ACTIVE class action lawsuits. Like I said BUYER BEWARE..... Business Response /* (4000, 9, 2022/08/11) */ Our calls are recorded too, and we disagree with you. A refund has been given. You need to check with your bank. Life Alert considers this matter closed.

• Initial Complaint

  Date:07/21/2022

  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.

  Life alert has never worked correctly. We've had firetruck and police called by life alert when button was never pushed. This happened multiple other times when my husband was sleeping at night - fortunately I heard the call and cancelled. When I complained they said it was a technical issue and sent a new button. My husband can not even push the button. It has been totally useless. Regardless of my complaints, they refuse to cancel the three year contract. I have asked to cancel - even if I have to pay to break contract and they refuse saying it it's a technical issue and they won't cancel without another technical check and regardless will not cancel until March of 2023. This is a wasted $89.85 for disabled person now living on retirement funds only. I will never recommend life alert. I want to cancel this or at least notify you of businesses unwillingness to work with customers

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/08/02) */ All of our calls are recorded for quality assurance and our emergency signals are automatically date stamped and recorded. Our investigation found discrepancies in your review. We did not have a technical issue with our equipment, instead our pendant was damaged while in your possession. We replaced it and our equipment continued to work exactly as it is supposed to do. We have multiple good tests proving our equipment is working very well. When you called to cancel, claiming the equipment wasn't working, you refused to have our Technical Service investigate the matter, and disconnected the call before we could assist you further. Please feel free to call our Customer Care dept. at ************** X-**** so we can continue to help you. Consumer Response /* (3000, 7, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Multiple tests were not done with our assistance. Only initiated at odd times by the company mostly at 4 am or during night- if that is what they are describing as tests. It was worthless to have them come out because they just argue that the problem is not their euiomnt. It has been obvious from day one the company is only interested in making money as evidenced by their contract not allowing any reasons but death or placement in nursing home to allow contract to end. Not interested in client or family satisfaction with their product. I will never recommend it and have many firefighter and police officer friends who I will inform to not recommend this product. Business Response /* (4000, 9, 2022/08/05) */ We respectfully disagree. Please feel free to read the over 43,000 lifesaving testimonials from grateful customers and their family at ******************************************** If you need more assistance, please call our Customer Care dept. at ************** X-****, we're here to help.

• Initial Complaint

  Date:07/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to cancel Life Alert service for ************ (my mother). She passed June 17, 2022. Calls to Life Alert were continually transferred to another office leading to significant time wasted trying to reach a person to handle the matter. On June 21, 2022 I was finally able to speak to Ernesto who said "no problem" send an email to ********************* and attach the proof of her death. They would then send me information on how to return the equipment. He said that it was now noted in her file and with that email her account would be cancelled. I emailed like directed but received no response. Her credit card was charged again July 4, 2022 for $89.85. I have been trying again unsuccessfully to cancel. They are so friendly and helpful when signing up and indicated that cancellation under these circumstances is absolutely no problem. Well it has become a very time consuming and impossible thing to do.

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/08/02) */ We are very sorry for your loss and understand what a difficult time this is for you. Unfortunately, we did not receive the paperwork until July 18th, then we immediately fully cancelled the account and credited you back under our money back guarantee. Life Alert is the only medical alert company proven to save lives but also offers a refund under certain circumstances, which your family qualified for. Again, we are very sorry for your loss. Consumer Response /* (3000, 11, 2022/09/08) */ I have been attempting to get resolution from Life Alert. Pursuant to the Agreement with Life Alert Article 4. Monitoring Fee Refund: ************ died in her home alone during the initial three year term of this Agreement and a refund of the monitoring fees and initial fee paid by the subscriber is due to me, ************* her authorized representative. This could be done in the form of a refund to the credit card used for all transactions. If the refund must be done by check it can be made to The Estate of ************. The mailing address should be: The Estate of ************ ********************************************************** Also, Life Alert should have received the return of the complete unit and all components by UPS as they were picked up on time as initiated and directed by Life Alert. I have also sent in the required death certificate. I have sent numerous emails requesting status (7/28, 8/9, 8/17, 9/5/22) All have been answered with only an automated reply. I do not think anyone actually reads those emails. I have tried calling before each of those emails only to be on hold 45+ minutes. This is most frustrating as I am trying to close out her estate. I filed a complaint 7/18/22 to get them to stop billing the credit card on file and they quickly responded (by text message) and I was able to reach someone by phone. She explained what needed to be done to get the refund and certainly made it seem as though once I fulfilled my end (return equipment by UPS and provide death certificate) that Life Alert would complete the refund and end the case. But this has still not happened and they are totally unresponsive other than automatic reply that my email was received. ************************************ Business Response /* (4000, 13, 2022/09/12) */ Hello, We had a manager reach out to you and this matter has been resolved. Thank you, Life Alert

• Initial Complaint

  Date:07/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While visiting my 76-year old mom last week, I noticed a Life Alert medical system and batteries wrapped in plastic inside a frying pan on a chair. I inquired about it. My mom reported that she did not order the device, did not want the device, and never used it. The main unit was taken out of the box; however, all other items, including the "HELP" button, pendant, and lanyard were still wrapped in plastic inside the box. My mom stated that she contacted Life Alert and was unable to return the device and cancel the service. After checking her credit card statement, I discovered she was paying $90/month for a service she never requested nor used. I offered to help by contacting Life Alert to cancel the service and return the device. On 7/6/2022, I spoke to a customer support representative to explain that my mom was not using Life Alert and wanted to cancel the service. I was told that I could not cancel the service without required paperwork, such as a death certificate, documentation of her moving out of her home, or a note from her doctor. My mom is still alive and still lives at home, so the doctor's note was the only feasible option. The representative attempted to persuade me by stating that my mom used Life Alert two weeks ago. I knew this was impossible because most of the device was still in plastic wrap inside the box it was shipped in. On 7/8/2022, I received a voicemail from a Life Alert representative. I returned the call and spoke with a dispatcher. The reason for the call was to follow up to see if I had obtained a note from my mom's doctor. I expressed my frustration with being told that my mom used the service recently; the dispatcher reinforced this misleading information by telling me that my mom had indeed activated the unit. I inquired as to when this occurred and was told that this personal information was protected by HIPPA and I would need a court order to access this information.

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/07/18) */ Life Alert takes pride in saving lives and helping people live independently. We have thoroughly researched your review, as it has a lot of discrepancies. Life Alert does not telemarket or cold call. Our documented and audio evidence proves your mother called us in March of 2021 requesting to know about our various protection packages because she likes to go for walks with her dog. She mentioned that her daughter got her a CHEAPER service before which needed to be charged, but she didn't like it. This is why your mother made the wise decision to sign up with Life Alert, the only medical alert company PROVEN to save a life every 11 minutes and the only company that offers equipment that does not need charging. Confirmation calls were placed multiple times to your mother confirming her order before we shipped our equipment, for free. Moreover, we have installer paperwork and test signals showing that our devices were installed, tested, and signed off by your mother. The latest test being very recent in June 2022, which is also time stamped and electronically documented. When you called us on July 2022, you told us that your mother had PASSED AWAY in April. When you couldn't produce an obit or a death certificate, you declared your mother was not dead yet but was heading there. Finally, you had your alert mother come on the phone to give us permission to talk to you since your name is not listed on the account. We have since reached a mutually agreed resolution on the account and Life Alert considers this matter closed. Consumer Response /* (3000, 7, 2022/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with the response from Life Alert, we do not have a mutually agreed resolution, and I do not consider this matter closed. On the contrary, I am extremely dissatisfied with Life Alert's flippant reply and I would like to know what they meant by "a lot of discrepancies" in my detailed review. My mom has dementia and I find it very unlikely that she initiated contact with Life Alert or recently used the service. However, in March of 2021 (when she allegedly called Life Alert), she did have a stalker she met while walking her dog who may have influenced her decision. We currently have an injunction in place against this individual until 1/27/2026. My mom has no recollection of signing a contract nor agreeing to pay a monthly fee. At one point we were told that my mom signed a three-year contract in April 2021; however, when I received a copy of the contract it was dated for mid-May 2021, with a credit card on file that expired in December 2021 (but her current credit card is still being charged in 2022). She explicitly stated that she did not want Life Alert, did not use, and wanted to get rid of it. I would like to request Life Alert's "documented and audio evidence" and "time stamped and electronically documented test". When I previously requested information (e.g., emergency contacts, dates for when the device was tested/activated and used) I was told that information was not available or needed to obtain a court order or subpoena to access the information. It is unclear to me why a court order or subpoena are necessary since I have Power of Attorney, provided documentation that my mom has dementia, and my mom provided consent that she needed assistance in avoiding recurring charges on her credit card. Life Alert stated that "her daughter got her a CHEAPER service before which needed to be charged, but she didn't like it." I am her daughter. The "CHEAPER service" I selected for my mom was Medical Guardian because it has fall detection, which is an important feature for someone at an increased risk of falling. When it detected a fall, I was immediately called since I was her emergency contact. My mom told me that she attempted to cancel the LIfe Alert service, but it was impossible to do so and was given the run around with unrealistic requirements (e.g., death certificate, doctor's note, or documentation of moving out of home). When attempting to cancel, I was told that my mom used the service two weeks prior, but could not obtain any specific details like the date of use or if an emergency contact was reached. This seemed quite unlikely since the batteries were still wrapped in plastic and "HELP" button and other items were still inside the package. Later I discovered that I was not listed as her emergency contact, which is hard to believe since I am her only child. In a futile attempt to cancel the service and avoid my mom continuing to be charged $89.95/month, my mom and I called Life Alert to report that she had died; at no point did I say she "PASSED AWAY". When asked for the date, my mom suggested April 11. When asked for an obit or death certificate, I conceded that she "was not dead yet". We were both desperate and frustrated by being unable to cancel the service or get any straight answers and were trying to make the best of the situation. I asked my mom to restate that she gives permission for me to assist with canceling the service, but again we were met with insurmountable obstacles and uncooperative attitude. Finally, after spending over half an hour with various Life Alert representatives on July 15, 2022, we received permission to return the device by placing all items into the box, placing the sealed box on front porch, and UPS would pick up. I am deeply disturbed by Life Alert's disingenuous business model and deceptive billing practices. Furthermore, I realize that I am not alone. There are numerous complaints reporting that Life Alert refuses to accept cancellation requests and denial to release customer information. This is extremely frustrating because I have no doubt that there are more vulnerable individuals without the means to fight the system. Business Response /* (4000, 9, 2022/08/02) */ Life Alert has addressed your issues and found discrepancies at your end. Life Alert considers this matter closed.

• Initial Complaint

  Date:07/03/2022

  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.

  The Life Alert account is in my husband's name. I am his wife. I signed my husband up for Life Alert several years ago. Due to medical reasons, my husband is unable to or incapable of using the Life Alert system. I have written and made several calls to Life Alert to discontinue their service and canceled the account to no avail, therefore, I'm writing for help to stop this practice from Life Alert. In February 2022, via a phone call, notified Life Alert their services were no longer needed and that to please cancel the account for my husband. I, the wife created the Life Alert account for my husband. Life Alert continues to send bills ($44.95 mo.) for the account (March through July). How can we stop this company from billing us? Life Alert refused to accept our cancelation request via phone conversations. The account was made via phone communication. Life Alert has a system by which the customer cannot access their information online (rubbish).

  Business Response

  Date: 07/08/2022

  Business Response /* (1000, 5, 2022/07/06) */ Dear *********, We have been trying to contact you to properly cancel your husband's account and to pick up our equipment. You dropped the calls and are not following the simple steps we are requesting to return the equipment that was on loan. In addition, we have not charged your account since March. In order for the account to be closed, please call our Customer Relations department at ****************** where a representative will be able to assist. Consumer Response /* (3000, 7, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the number Life Alert suggested to no avail. It was the billing's number the representative had no idea of the account requested to be close, the representative says call customer care. I have spoken with Life Alert customer care to no avail - hint, the reason for this BBB complaint. If Life Alert really cared about this account cancelation, they should have sent the information where to return their equipment via a letter like they have been sending billing statements letters. Please see attached billing documents from Life Alert after I requested to canceled the account. Business Response /* (4000, 9, 2022/07/08) */ All of our calls are recorded and automatically datestamped. Our automated evidence shows that we have been calling but the line gets disconnected. Most recently, we called on June 30th, and the call was answered, but as soon as we said it was Life Alert, the call was disconnected again. We called back and left a message, but have not heard back from you. We recommend that you call us and follow the steps given by an agent so we can cancel this account.