27 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Patricia P
1 star06/24/2024
Where do I start! Travel team is obviously exhausted and could care less. Church was filthy with stained carpets and clogged toilets! Wait for results that state they are ready. Contact support and they are fully aware of issues. Don't waste your money. Go to the ***
Lifeline Response
06/25/2024
Hello ********,
Thank you for your feedback. We appreciate you taking the time to share your concerns. However, it seems like there might have been a mix-up, as your review doesn't appear to be related to our services at Lifeline, a medical alert service provider.
We understand how frustrating it can be when expectations are not met, especially when it involves something as important as care, cleanliness of facilities, or timely test results. We encourage you to reach out directly to the appropriate business or organization so that they can address your concerns promptly.
If there's anything else we can assist you with regarding our medical alert services, please don't hesitate to contact us directly. We're here to ensure you receive the best possible experience with us.
Thank you,
Lifeline Customer Experience TeamReview from Flora M
1 star06/22/2024
I have experienced the same issue with Lifeline trying to cancel service for my elderly mother. They continue to charge our credit card even though we have notified them numerous times to cancel the service. I have sent them the ***** Tracking Info showing that the pendant was received and who signed for it. This was received on March 28, 2024 by their warehouse in **************. They refuse to contact me and refuse to cancel the service.Lifeline Response
06/27/2024
Hello,
Thank you for this review and bringing this to our attention. We are committed to improving our processes and customer service to prevent similar issues from arising in the future. Upon receiving this review, I was able to locate the account and your feedback has been shared with our Supervisor team to investigate and follow up with you.We are committed to resolving this matter.
Thank you.
Lifeline Customer Experience TeamReview from Shelley P
1 star06/11/2024
We canceled my mother's service months ago, but they are still deducting payments from her bank account. I've waited on hold for over an hour, and I've left messages, but I haven't heard back. All equipment has long since been returned using the ***** label they provided.Lifeline Response
06/12/2024
Hello,
Upon receiving your complaint, we took immediate action to rectify the situation and we escalated this matter over to our supervisor team to investigate and follow up with you. We are committed to improving our processes and customer service to prevent similar issues from arising in the future.
Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.Review from Denise O
1 star06/05/2024
It is totally impossible to end my service!!The service was good and I had it for many years. But my insurance company gave me a free fall-alert.I made a payment to Lifeline on Feb 14, and ended my service Feb 21. I waited for weeks to receive a return shipping label. They received the pendant on March 7.Since then, I have received multiple emails and phone calls demanding more payments. I talked to them 6 times, after being on hold for at least an hour.They assured me that my service was ended.But the calls and emails demanding payments have continued.I sent them an email yesterday, and received a call today demanding payments. I waited for over an hour on hold, which is ridiculous. I gave up.Lifeline Response
06/11/2024
Hello,
Thank you for bringing this matter to our attention. We took immediate action to rectify the situation and we escalated this matter over to our supervisor team and can confirm that the account has been credited in full, and the account has been closed out. We are committed to improving our processes and customer service to prevent similar issues from arising in the future.
We appreciate your understanding and patience.Review from Peggy G
1 star05/25/2024
I ordered the Lifeline mini May 6 for my mom. Never got a confirmation emai saying my order was received. Emailed them asking if they received my order. No response. Got an email May 7 from a guy named ***************************** saying the order was being processed. I asked for an invoice. Didn't get one. ***** told me to contact him on Friday May 10 and he would let me know the tracking number if I hadn't received it before then. Friday came, I contacted *****. No tracking number. Ended up calling customer service. Found out mini was on back order. Didn't know that. **** apologizes for me not knowing of the backorder. Decided to switch to the regular. Asked for another invoice. Still not told how much it costs. They are nothing but scammers!!! Their website claims BBB accreditation, which they're not. I've repeatedly asked for an invoice which I've never gotten. I've called asking how much I owe them. No response. Then I get a call from my bank detecting fraud on my account. Guess who they were questioning? Lifeline.Lifeline Response
05/28/2024
Hello,
Thank you for bringing this to our attention. Your satisfaction is our priority. After looking into this I can confirm that our representative did escalate the new request on May 10, and it was delivered and activated on May 13. We did attempt to charge the account on May 14. I have escalated this matter to our senior representative to investigate further and follow up with you to discuss the invoice and address all your concerns.
Thank you
Review from Carla C
1 star05/13/2024
I was very happy- when my parents finally agreed to getting a medical alert system. I immediately recommended they get the Lifeline medical alert system- as I often recommended it to my patients and their families (I have been a healthcare provider in the community for over 25 years). Unfortunately after about a month they decided that they did not want Lifeline. I have had to call lifeline 3 times (and wait on hold for a significant amount of time) since the equipment was returned as my parents are still being billed. Today I called again and spoke with a manager who reviewed all of the information/conversations that I had with the lifeline staff and said someone would call me in ***** hours regarding the refund. Why do I need a call, just process the refund and stop billing for a service that my parents are not receiving. I am not sure if management/staffing changes occurred within the Lifeline company, but I am embarrassed to say that I recommended this company to my patients and will no longer do so and I will also share my experience with my colleagues. There are other medical alert systems/companies in ************* and I would recommend trialing one of those companies if you are in need of a medical alert system.Lifeline Response
05/17/2024
Good morning,
Thank you for bringing this to our attention. Upon receiving your complaint, we took immediate action to rectify the situation and we escalated this matter over to our supervisor team and can confirm that the refund was submitted and approved and will be processed in 3-7 business days. The account has been closed out. Our representative was able to contact you and discuss the actions that were taken to resolve this matter. We are committed to improving our processes and customer service to prevent similar issues from arising in the future.Thank you for your time, and we appreciate your understanding and patience.
Review from Steve P
1 star04/18/2024
Having had to spend over two months, and over six total hours dealing with this company in reference to a refund due. The account was canceled on the end of January 2024 and I was told at that time that it had been taken care of. *** they proceeded to take a ACH from our bank at the end of February and yet another one the end of March. After many runarounds, with their "customer service" and "supervisors" (these are titles only and offer no help or service, supposedly they said that refund was being issued. That was on the first of April, *** today is the eighteenth of April, and you guessed it no check. Now today after two hours on the phone I was told by the first person the check is being process, and that the refund couldn't be made via ACH. The second person told be that it takes six weeks to process a ACH refund. (remember the first person said they can't issue a refund via ACH). The third person said the check was "mailed" the 12th of April. ( remember the second person said the check was being processed) If you have set up a ACH payment with this company, you better notify your bank to STOP the withdrawal the day you cancel your service with them otherwise get ready to waste hours of your time dealing with this company. You might as well ask to speak with a janitor when you call because you will probably get a better response. And by the way do you know that the customer service rep isn't allowed it give out the phone number for the corporate office. Isn't corporate America great. I wonder where this country is headed. Good luck if you have young children!Lifeline Response
04/22/2024
Hello *****,
Thank you for bringing this matter to our attention. This matter was escalated over to our supervisor team and after further investigation I can confirm that the refund was processed and sent out on April 11. Your patience and understanding during this time are greatly appreciated, and we're committed to serving you as efficiently as possible.
Review from Mary Ann W
1 star03/19/2024
Ordered a device early Sept ************* medical device unopened and unactivated Oct 6 2023 as the patient moved from hospital to nursing home where patient remains to this day. With medical staff on site, device not needed. I called Lifeline and company said they would ship return label. Did not. I waited 2 weeks and then returned *************** at my expense. Company continues to bill for this device. Bills from them come from MA, PA, TN and product returned to SC address that originally shipped it. Not impressed.They do not answer snail mail.I would not recommend people deal with this company.Lifeline Response
03/22/2024
Hello **** ***,
Thank you for reaching out to us with your concerns. Our team takes these reviews seriously and our customers are our top priority. We were unable to locate the account using the email provided. I have sent you an email requesting some additional information associated with the account. Once information is received, we will have a member of our supervisor team follow up with you to address all your concerns you have and discuss any necessary actions.
Thank you for bringing this to our attention, and we appreciate your patience and understanding as we work to address your concerns.
Review from Alden M
1 star03/15/2024
Lifeline on the system. Fell from ladder approximately 7-8 feet (EMS/Fire Department/ ER report)Fall detection FAILED.Attempted to get up, fell again. Fortunately, was not unconscious, pushed alert button. Fortunately, No broken bones, severe ankle sprain, stiches in left hand.Lifeline is not responsible for my fall, THEY ARE RESPONSIBLE FOR THEIR DEVICE TO WORK PROPERLY!After returning from ER I called Lifeline: 1st. representative I spoke with told me that She would expidite order & could expect new upgraded device to be delivered within 3 days. I called Lifeline on the 4th day, was told the order had not even been processed; That She process order while I was on phone, was given a "Job#". I called my Insurance advocate who reached out to Lifeline' She told that Lifeline NEVER expidites orders. I hate being lied to, I hate wearing a device that I can't trust to work. I want some answers before I file complaint with US Consumer ****************** Comsumer Protection offices. This is not a threat & will only seek legal advice if answers are not answered & I have a device that I can depend on. Come on, FALLING 7' on to hard shell surface AND THE "FALL FUNCTION" does not work?For those of us that use these devices Our lives depend on them, these devices are not jewlery!!!Lifeline Response
03/18/2024
Hello ****************,
Thank you for reaching out to us with your concerns regarding the incident involving our Lifeline service. Our team takes all incidents seriously and the safety and well-being of our customers are our top priorities. We have located your account and are currently having our supervisor team investigate the matter thoroughly. We will have a member of our team follow up with you to provide updates on the investigation, answer any questions you have, and discuss any necessary actions.
Thank you for bringing this to our attention, and we appreciate your patience and understanding as we work to address your concerns.Review from Kenneth U
1 star02/16/2024
I placed my original order well over a month ago 10 days ago they said they were shipping out a second one that it would be 7 to 10 days still havent received it so today I called and they said it hasnt even been shipped yet if they monitor the system as well as they ship them out they must be letting a lot of people dieLifeline Response
02/19/2024
Good morning,
Thank you for taking the time to reach out to us with all of this information. We are sorry for the frustration you are dealing with. We have provided all of this information to our *************************** so a Senior Representative can review all of this information,research your account, and will follow up with you.
Thank you for your time, please be well, and take care,
The Customer Experience Team
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