ComplaintsforLife Alert Emergency Response, Inc.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to cancel my mother's Life Alert system. She has had this system for four or five years now and is no longer under the three-year contract. Her problems with the service began when the set-top box kept announcing "Phone Problem" every thirty to forty minutes. When I contacted Life Alert regarding this problem, I was told Life Alert could not guarantee phone service with Spectrum's voice over internet protocol and was told to connect the unit directly to the modem. The modem and router are both located in the attic to provide wi-fi service throughout the house and that connecting the set-top box is not an option. I was then told my mother qualified for Life Alert's wireless system but Life Alert's wireless system only works with the AT&T network. We do not have AT&T serive at our home, only Verizon. As my mother can no longer rely on Life Alert, I found another medical alarm system that has had no problems in the two days since installation.

  Business response

  10/21/2021

  Business Response /* (1000, 9, 2021/09/10) */ We are sorry you feel you had a bad experience with Life Alert. Life Alert strives to ensure that all of our customers are protected that is why we offer landline and wireless options. We did our best to ensure your mother would have a functioning unit; we offered to exchange her equipment and provide a a different unit. Unfortunately, none of our recommendations accommodated your situation. We have since cancelled the account. We wish you and your family the best. Consumer Response /* (3000, 11, 2021/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated in my follow-up on September 8, I am still waiting for written confirmation from Life Alert of the cancellation of my mother's Life Alert service with a cancellation date of August 26, which is the date UPS picked up the set-top box. Business Response /* (4000, 13, 2021/09/13) */ Your mother's account is cancelled. If you have any further questions, please call XXX-XXX-XXXX ******* Consumer Response /* (4200, 15, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have stated twice before, I would like written confirmation of the cancellation of my mother's Life Alert account with a cancellation date of August 26 when UPS picked up the set-top box. Please send confirmation to the address on her account which I have already confirmed with Life Alert. Business Response /* (4000, 17, 2021/09/16) */ The account was cancelled on September 2, 2021 when we received our equipment. Life Alert considers this matter closed. Consumer Response /* (4200, 19, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Life Alert can consider this matter closed all it wants but I want written confirmation mailed to the address on the account, which is what I was told would happen when I finally reached a representative who cared. Until I receive mailed confirmation, I DO NOT CONSIDER THIS MATTER CLOSED!

• Initial Complaint

  08/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in the market to buy a medical alert product for my mother due to her age and the fact that I'mDisabled and can't drive to her. The salesman I talked to was very pushy and talked me into getting the system and then I can always return it if I didn't like it no matter how long I had. When I decided I wasn't going to use it and I never opened up the box or hooked up the service ever. I talked to the salesman and told him I M not going to hook it up., he told me he was going to email me a return label which never came. A month goes by and I have not received a return label. So I called the company and they told me I could send the product back and I would have to pay the shipping and they would see what they could do after they got the product back. The girl was pretty rude and matter-of-fact giving the impression that I'm not gonna get my money back. I am too sick to have to put up with these shady business practices. Thank you for any help you could give me.

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2021/08/13) */ We respectfully disagree with your review of our services. We investigated this matter and found you had possession of our equipment for almost 3 months. We called and texted you multiple times during that period and also called your emergency contacts to get ahold of you. Since you refused to return our calls and our equipment, we had no choice but to close the account. Per our recorded call, the agent that spoke to you was nice, friendly and attempted to assist you. We have finally received our equipment back a few days ago and Life Alert considers this matter closed.

• Initial Complaint

  07/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My father signed a 3 year contract with Life Alert. Upon his passing we canceled the account. They were to schedule a pick up of the equipment after we had cancelled the account. They never did. As happens when closing up an estate the equipment was packed up. I again contacted Life Alert recently to have the equipment picked up and to get the refund of the services that was due my father's estate if he passed within the 3 year contract. They finally picked up the equipment and after receiving the equipment (all in perfect working order) they are now saying they will not refund the charges that they are supposed to pay because 90 days had passed since we closed the account. Mind you they threatened initially that if we did not return the equipment we would be charged for it. They kept the fees that were due the estate (not once did they mention they had no intention of refunding the fees) and now they also received their equipment back. They are a fraudulent & deceptive company.

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2021/08/06) */ Life Alert is not only the #1 medical alert company, but we are the only company with a Life Time Guarantee refund that is in writing. Per our refund policy, the family must return the equipment within 90 days. We PAID to have UPS attempt to pick up the equipment 4 times, but the family did not give it to UPS. It wasn't until 8 MONTHS LATER, that we received a call requesting for the equipment to be picked up again. We are sorry for your loss and that you feel the way you do about our life saving services. We truly wish you and your family great health. Consumer Response /* (3000, 7, 2021/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is blatantly lying. They did not have UPS attempt to pick up 4 times. In fact they only sent someone on the last time that I called them. And yes, the package was packed away after they failed to pick it up at the apartment location before we closed up the apartment. I did what was asked, called, canceled the account and asked for Pick Up. They threatened there would be no refund until they secured all of the equipment back. So now, they held the money and have all of the equipment back in perfect working order. Add to that, not once was there ever any mention of a deadline. It's deceptive practices given I didn't sign the paperwork, my deceased father did and I was not aware of any deadlines nor did they feel the need to communicate them. It's disgusting how this company takes advantage of the elderly, those grieving the loss of their parents and those trying to close estates. It's a scam. Business Response /* (4000, 9, 2021/08/10) */ We have documentation from UPS stating they attempted to pick up the equipment four times. Again, we are very sorry for your loss and wish you the best. Life Alert considers this matter closed.

• Initial Complaint

  07/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Life Alert is conducting a fraud for profit. Situation: I used Life Alert several years before moving into Assisted Living. I called them on June 8, 2021 with request to discontinue the service and to stop auto drafts. I was told to provide an email from manager proving I am in Assisted Living and it was done the next day. I was also told to set equipment out front of my home and they would notify UPS to pickup. The box was labeled with my name and address and picked up by UPS the following Monday, June 14, 2021. Update: Life Alert drafted my account in July. I have called Life Alert twice requesting a refund since I have returned the equipment and provided requested verification from manager. The company flatulently claims they have not received the equipment. Twice I have been told they are investigating with UPS, Additionally, I have retracted permission for Life Alert to auto draft my account. However, they will not stop until UPS finds the equipment.

  Business response

  02/17/2022

  Business Response /* (1000, 8, 2021/08/10) */ We understand your frustration and apologize for any misunderstandings. A manager attempted to reach out to you to explain the situation and help with the refund but you have not called us back. The fact is, we did not receive the package from UPS; however, we did stop billing your account. Falsely smearing our reputable name due to an honest mistake is simply unjust, especially since we have helped you many times in the past. You will find that a refund has been already given to you. Again, we apologize for any inconveniences you may have experienced. Sincerely, Life Alert. Consumer Response /* (3000, 10, 2021/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are two untrue statements in the response made likely in an attempt to make the company look reputable. The fact is that at time of last conversation the manager stated a change would continue until the equipment was received. At no time did he state that he would refund even though the company solicited UPS and how control of the pickup. 2nd, I worked with the bank to stop payment for the non-service. Business Response /* (4000, 12, 2021/08/12) */ We are sorry that your records conflict with ours. A refund has been issued and we now consider this matter closed. We wish you the best. Sincerely, Life Alert.

*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. ↩