ComplaintsforLife Alert Emergency Response, Inc.

Medical Alarms

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Initial Complaint
04/03/2024
Complaint Type:
Customer Service Issues
Status:
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.
Very rude. Spoke with the manager and told him that the life alert button had ran out of a special battery.I only had the system for about 2 months when the battery died on it!They say in ads and on website that"the batteries never need changing"!! That is false advertising!The customer supervisor was rude.I asked him to cancel the contract the service and for him to give me their return address so I could return this equipment and he refused!God forbid something happedened to me and the pendant didn't work!That is dangerous to me because I am a 100% Disabled Veteran!!!!! I also live alone with no family.Faulty equipment!!!!I can't trust these people with my life!!!!!Please get to these people asap. Please?I didn't get the supervisors name. But he said he was the customer service supervisor.****** (maybe)??
Business response
04/05/2024
We have investigated your concerns and found that our equipment is working perfectly. We recommend that you test the emergency button monthly so you will feel more confident in using our lifesaving services. Our advertising is correct and the pendants do not need to be charged. With over ****** lifesaving testimonials from our subscribers, many are Veterans like yourself, we are confident that we will be there for you when you need us.
Customer response
04/06/2024

Complaint: 21525411

I am rejecting this response because: ******** false advertised on ** and internet about the batteries DO NOT need charging!!
They just admitted that that is true! I joined this *** because of the ** ad and put trust into them to protect me! I live alone and am permanant and total Disabled Veteran!!
The sales department even put my mind at ease knowing the battery would never die! So did he lie to me to get all the customers they can get a day for commisssions sake and not in their customer best interest!
The fact that I got this brand new device and then to have a battery die 2 months after I got this junk. The only reason that I knew was I saw a little red light on the machine to call cusromer service.
I don't look at the base every min. or second of each day. I was never told anything about a bad battery light or anything because they lied! I don't know how long this light had been on the machine, less than a week, but when I saw it
I looked at the manual to see what to do and who to call. When I finally found what to do, I called the life alert and they said that my battery is dead and they would get another penant battery sent out to me.
So, I cannot trust this company with my life because of a bad battery that sould have not died! especially if I fell again and tried to push my pendant and it didn't work, no telling what would happens, given my Disabilities!
The supposed supervisor that would not tell my their shipping address so I could mail this junk back to him, ( ***** ) Supervisor told me they would ship it right back to me! I told him I would find out your address one way
or the other and if they shipped it back to me, that I would refuse it. He needs to be fired for the way he kept hollering at me and threatened and harrass me, instead of fighting for their customers rights.
you're a discrace to Life Alert Mr. ****************************************************************
Business response
04/11/2024
We are sorry you feel this way. As previously noted, our equipment is working perfectly. We recommend that you test the emergency button monthly so you will feel more confident in using our lifesaving services.
Customer response
04/26/2024

Complaint: 21525411

I am rejecting this response because: Life alert does have defective equipment and can't be trusted, as stated and all life alert comes back with is a lame one sentence " Our equipment is working fine".
It is not! I may have to contact the *************** with Disability " ACT. I am not giving up on the great BBB customer care to help me with this!
It shows that life alert has "ZERO" interest in it's companies customers, safety and their health! They just want a quick sell for their commission!

Sincerely,

*************************
Initial Complaint
03/25/2024
Complaint Type:
Product Issues
Status:
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.
On 3/21/24 my mother (80 yrs. old) was charged $247 for equipment that she received on 3/23/24 which she doesn't need because of assistant living. I had her to call ******* (*******) on Friday to cancel the order and tell her we will be sending the equipment back. She was only able to leave a message. I called on 3/24/24 and left a message and hadn't received a call back. On Monday 3/25/24 ***** called me wanting to set the equipment up I told her we have been trying to reach someone to cancel order and return equipment. She tried several times to make a sale I insisted on cancelling she then states the $247 is nonrefundable which my mother wasn't aware. I asked to speak with a supervisor and told her the box hasn't been open or activated, only had a couple of days and called to cancel before receiving the equipment she said we can have the equipment picked up by *** but the $247 is nonrefundable. I asked will *** give us a receipt or something for us to prove we returned the equipment she said no. This is bad business stealing from the elderly. Holding seniors liable just thru a telephone conversation.
Business response
04/03/2024
As the industry leader in saving lives, Life Alert has over 35 years of working with the elderly. We do not cold call or telemarket. People call us when they need our lifesaving services. During our conversations, it is discussed that there is a one-time, non-refundable set up fee of $247 that includes programming our top-of-the-line equipment. Please know that Life Alert ships our equipment,free of charge, to our customers and we are paying *** to ship our equipment back to us at no cost to your mother.
Initial Complaint
03/20/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On February 28 I notified Life Alert that we were no longer in need of their equipment. My mother was on hospice and no longer living alone. They gave me a return authorization and instructed me to leave the equipment for the *** driver. I got a tracking number and confimed the shipment was picked up and in transit. Life Alert STILL charged our card for the next month's service on 3/5/2024. I called and reminded them that their equipment was in transit to them and they could see the tracking. They agreed to credit my card. It is now March 20th and still no credit. Each time I call they tell me the credit is "processing". It took them 2 seconds to charge our card, and almost 3 weeks to credit it. They stole this money from us.
Business response
04/03/2024
Thank you for reaching out to us. We understand your frustration, but please know, this is NOT a Life Alert mistake. We processed your refund in a timely matter and it shows it went through on our end. We recommend that you contact your financial institution to see why they are holding up the funds.
Customer response
04/03/2024

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.

Timely is questionable. And the fact that they charged the amount in the first place AFTER they knew the products were in transit back to them was wrong. I still feel that if I hadnt been watching my deceased mothers account so closely they would have never reversed the charge. And if they do that to every customer, thats a lot of stolen money
Sincerely,

*********************
Initial Complaint
03/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I contacted Life alert to get a unit for my dad. He agreed but once unit arrived he changed his mind. He stated he won't use it at all and wanted it out of his house. I called and shared this information. I was told the sales person ******** would need to cancel. I left her a message twice with no response. I called back 2 days later and stated that I need to return their unit. The person I spoke to stated that she talked to the sales manager and someone will call me on Monday with return shipping information. ******** called me the next day very hyped stating "didn't you ask him before you ordered". I told her yes, but he changed his mind! She got indignant and stated she will cancel but will hold off just incase he changes him mind back. I told her NO and to cancel today because his mind was made up and she then disconnected our call. I called back today and told the person I just need to send back THEIR product, we DID NOT return the signed contract. I just want to return the item. She informed me I needed to talk to ******** I told her I didn't want to because she was indignant last time we spoke. She put me on hold and stated that the sales manager would call me back in a couple days. All I want is a confirmation of the cancellation and a return address to return their product. I don't understand why so much push back on this when they don't have a signed contract from my dad.
Business response
03/11/2024
We are sorry you felt you had a bad experience with our representative. We have escalated your concerns onto her manager for retraining and disciplinary action.
Please know, that the equipment is scheduled to be picked up this week.
Thank you,
Life Alert.
Initial Complaint
03/05/2024
Complaint Type:
Customer Service Issues
Status:
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.
Entered by BBB staff LO Consumer states she has been using Life Alert for 3 years. The consumer got a new insurance provider and decided she wanted to cancel service with Life Alert. The consumer states they kept giving them the run around and changing what they were asking for. The consumer states the business made it difficult to cancel service. According to the business *** is supposed to come on Thursday, 3/7/24, to pick up the device.
Business response
03/11/2024
It saddens us that this person felt the need to post this untrue review when all along we have helped them, step-by-step, in cancelling the service. We CONSISENTLY advised multiple times of the proper steps needed to cancel service, and even went above and beyond to assist with helping them find the paperwork. In addition, *** came on March 7th to retrieve our equipment and send it back to us, FREE of charge.
Initial Complaint
03/04/2024
Complaint Type:
Product Issues
Status:
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.
Dec 2023 Ordered product not as wanted. ******** said he would correct. **** would be few days his cat was sick. 3 days later I called bac said he was sick. Never returned my call. Company billed me $250 for service never used. Paid $200 originally to receive. Advised not as ordered said return but they would not refund and try and take them to court!
Business response
03/08/2024
There seems to be some confusion regarding your billing. Payment did not go through because the card you provided to us was not valid. For months we have left you messages and sent you letters regarding your outstanding balance, but we did not hear back from you until recently. Our Billing agent explained this to you. We were able to retrieve our equipment from you and the account is now closed. If you have any further questions, please feel free to call our ****************** at **************.
Initial Complaint
03/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My mother has the Life Alert service and passed away. I am attempting to cancel the service and I either get hung up on by the Life Alert phone system or stuck in a never ending queue waiting to speak to someone.
Business response
03/08/2024
We are very sorry for your loss and understand how difficult of time this is for you. Although we are not experiencing any phone problems, we will investigate this matter for you. We see that you have already spoke with one of our agents, and our equipment is in the process of being picked up and sent back to us. Again, we are sorry for your loss but we were happy to have helped your mother the numerous times she pressed her button and needed us.
Customer response
03/15/2024

Complaint: 21362400

I am rejecting this response because:
I want a confirmation letter that the service has been cancelled sent to the address on record. I don't appreciate being lied to about their phone service and access to their support agents. If they had an ounce of integrity, they could see from their phone logs the dropped calls and time people spend in their queues before giving up.
Sincerely,

***********************************
Business response
03/19/2024
We received the equipment and the account is now cancelled. We are sorry for your loss and we hope you find peace.
Initial Complaint
02/28/2024
Complaint Type:
Order Issues
Status:
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.
I have repeatedly requested this company cancel a subscription for my parents, and they are refusing to do so. They are demanding equipment be returned that we no longer have possession of, which has also been explained to the company. They also demanded medical records stating my parents no longer need the service, which (last I checked) is a HIPAA violation.They keep stating that it is policy to get the equipment paid for before they can cancel a subscription, which feels like it should be illegal (although based on research, it is not, even though our contract went out of date a year ago). My parents have never used this equipment nor have they used the service supposedly provided by the company.Now I'm literally trying to pay for the equipment and they are still refusing to cancel the subscription. That, I'm fairly certain, is illegal. PLEASE investigate this company. If they are doing this to me, I can guarantee they are doing it to others.
Business response
03/05/2024
We respectfully disagree with this review. The account is cancelled and Life Alert considers this matter closed.
Initial Complaint
02/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I attempted to cancel this service over a year ago and was told I had to wait till my 3year contract was up in Nov of 2023. My daughter and I called the company customer service number ************** this morning to cancel the service and we were told it couldnt be canceled until 04/15/2024. The customer service rep ***** refused to give us her last name, a complaint number, or an address to mail the equipment back to the company. We told her we were unhooking the equipment to return it because it doesnt work in this location anyway, due to poor cellular service and she insisted we speak with a service person to help resolve the issue. At which point my daughter ended the phone call. We do not require anything being repaired, I just want to cancel the service. The routine monthly equipment check hasnt been completed in approximately 2 years either due to the poor cell service in this area. The company continues to auto withdraw the monthly service fee from my account despite the fact that it will not work here and they refuse to cancel my account.
Business response
02/21/2024
All of our calls are recorded for quality assurance. There seems to be a misunderstanding. When one of your daughters originally called us, we confirmed with her that you signed up with us in April and the agreement would mature in April 2024. We also offered a solution to help financially with your account, but she said she would call us back, but she did not. When you and your other daughter called us recently, we confirmed that the agreement will mature in April of this year. Then your daughter claimed there was an issue with the equipment. Per our service agreement, we need to have our **************************** investigate the matter. Your daughter refused and disconnected the call. Please know, it is standard operating procedures for most companies not to provide the last name of their customer service employees for security reasons. We advise you to call our **************************** at ************** so we can assist you further.
Initial Complaint
02/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This business has equipment that doesn't work. When you call them they tell you that the equipment works fine. But it doesn't. This is suppose to be life saving equipment.
Business response
02/21/2024
This review is not true. On the day we spoke with our subscriber, we explained that there was a tower network problem in her area, and it had nothing to do with Life Alert or our cutting-edge, top of the line, UL-certified equipment. We advised her to call us back so we could test the equipment. Since we did not hear from her, we followed up with a call. She said she was busy and would call us back. Again, we have not heard back. Please call our *********************** at **************.
Customer response
02/29/2024

Complaint: 21288873

I am rejecting this response because: I was never told anything regarding an outage of any sort. This is Life Alert just telling untruths again.
Since all of this started my mother's life alert still does not work. After trying several times and calling to complain, we found out through a life alert employee that not only was life alert billing my mother's insurance company they were also charging my siblings and I $100 per month.
Sincerely,

*******************************
Business response
03/07/2024
All of our calls are recorded for quality assurance. Our service agent did, in fact, explain the outage very clearly. We called your mother to test her equipment, but she was busy at the time and promised to call us back. Your billing concerns are not what we show at our end. Please call our billing department at **************, if you have further questions.

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