Reviews

This profile includes reviews for Lifeline's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Lifeline has 5 locations, listed below.

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  Lifeline

  200 Donald Lynch Blvd Ste 300 Marlborough, MA 01752-4816

  
• 

  Philips Lifeline

  105 - 95 Barber Greene Rd. North York, ON M3C 3E9

• 

  Lifelines Alert Systems Inc

  3000 S. Jamaica Ct., Ste. 280 Aurora, CO 80014

• 

  Lifeline Systems Company

  110 Southchase Blvd Fountain Inn, SC 29644

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  Philips Lifeline

  16002 Meadow Oak Drive Chesterfield, MO 63017

Review Details

• Review fromLeslie A

  Date: 06/13/2025

  1 star

  Leslie A

  Date: 06/13/2025

  impossible to deal with. I've called numerous times trying to set up my mother in laws service and it's been 2 weeks and it's still not delivered. And then they said I wasn't on the account.....I set it up and paid for it! Frustrated beyond belief.
  

  Lifeline

  Date: 06/17/2025

  Hello,

  Thank you for reaching out, and we sincerely apologize for the difficulty you've encountered. Due to privacy regulations (HIPAA), we are only able to discuss account details with individuals who are listed on the account or have proper authorization.
  Were committed to resolving this and will work directly with an authorized contact to address the matter. We kindly ask that the account holder contact us at ************** to authorize communication with you.
  We truly appreciate your understanding and your advocacy on behalf of your mother-in-law.

  The Customer Experience Team

   

• Review fromA. K.

  Date: 05/26/2025

  2 stars

  A. K.

  Date: 05/26/2025

  Lifeline ****** has the worst service. You have the option of either calling or sending them a message. A while ago I sent them a message and even got a confirmation email that was received. Was a week at least could have been longer I realized they never called. I had to call and I told them I don't appreciate that and told them I had proof from them it was received. Then it was oh sorry I don't know what happened that rarely happens. Then 2 get a simple thing done getting a text almost every day as well as contact that my device wasn't set up. It was I tested it they answered it was activated. I had to contact them a few days ago middle of the week and once again I never have gotten a call back. It was important about my bill. Let them know generally what it was in regards to but as of yet have once again it rarely happens. Yes once again I have email proof it was received. So much for rarely. It took 3 calls 2 ***resentatives who were as lazy as you could get, no motivation to do anything including for the customer. 3 calls and last call I was so angry I wasn't taking no they had to fix it. I cannot believe their customer service. Horrible unwelcoming and lazy. They say minimum 90 days before can cancel well I am sorry after this disgusting customer service experiencing the maximum of laziness ***resentatives have no motivation to help customers except to use another *** as an excuse is still happening or didn't call. I can't stand this. Today I have had enough of being ignored and the silence I am taking everything to the post office and sending it back today. Never treated so badly. enough is enough. I am finished and done
  

  Lifeline

  Date: 06/02/2025

  Hello,

  Thank you for reaching out. We appreciate the opportunity to address this matter and value all customer feedback as it helps us improve our service.
  After reviewing the concern, we determined that the original complaint was directed to Lifeline US in error, as it pertained to a customer of ****************** ******. Upon receiving the complaint, we promptly escalated the issue to the appropriate team at Lifeline Canada to ensure it was addressed without delay.
  We have confirmed that Lifeline Canada contacted Ms. **** directly to review her account and address the concerns raised regarding the text messages she received and the emails she had sent. ******************* were related to unreturned equipment from a previous service. Once the equipment was returned, the automated messages ceased. Additionally, the Canadian team responded to the emails she had sent, ensuring her concerns were thoroughly addressed.
  We remain committed to handling all inquiries with professionalism, fairness, and care.
  Thank you for your attention to this matter.

  Sincerely,
  Lifeline US Customer Experience Team

  A. K.

  Date: 06/04/2025

  I will promptly correct the recent message. It was myself whom I had to contact lifeline twice for those text messages to stop. They never ever contacted me. I called twice first time was a male *** and he assured me everything was complete and shouldn't receive any more text messages. Upon receiving a message again I once again had to contact lifeline and was upset and wasn't taking the lazy response received the first time and had to push to actually get someone to correct the error for the second time after receiving assurances from the male *** I wouldn't receive any more everything has been completed. I had to call twice myself and push for an answer and for them to correct it. There calling me is outright lie. I had caller ID showing that I never received any calls from lifeline. It took 2 phone calls initiated on my own self to solve the issue. The first male *** just wanted to get rid of me a d did a couple things said yep mo more then when received another I had to call again and push for someone to actually do something and it was once I kept pushing it found the error causing it and once that was done it stopped. I have extreme thanks for the female *** who actually dug in and who did the work found out what was wrong needed to adjust settings on their end as with tracking number in front of me they had the preceding equipment delivered to them next day. All phone calls were initiated by myself no calls ever received from lifeline especially from the horrid lazy help or service I received from the first male ***. **** much left me with an aweful opinion of lifeline. 2 times now I have sent messages directly to them on lifeline Canada site as they directed online and I never really received any call back. This is the first time second time I only received a call over a week later when they hadn't received their payment yet and was the day I was all set to send the the item back. That is the horrid and unreliable service you get. Them calling me and on that phone call didn't happen. I initiated both calls and wasn't complete first call I had to call back second time and push for someone to correct it. If was an error on their end on my account

• Review fromKay R

  Date: 03/12/2025

  1 star

  Kay R

  Date: 03/12/2025

  Terrible service and they never follow up or follow thru. Device did not work in fact they actually called us and said, we noticed your device has not been working the past 7 days! This is totally unacceptable.We contacted them in November 2024 to cancel service, returned equipment, and it is Late March 2025 and we are still waiting for our 8 month refund as we paid an annual fee.
  

  Lifeline

  Date: 03/17/2025

  Hello, 
  
  Thank you for bringing this to our attention. We want to ensure a quick resolution for you. We were not able to locate an account in our system with the information that was provided to the BBB. To better assist you, please send us a private message to ************************************************* with the name and phone number associated with Lifeline account so that we can investigate this for you and work to getting this matter resolved.
  We appreciate your patience and understanding. 
  
  The Customer Experience Team

• Review fromSusan C

  Date: 02/20/2025

  1 star

  Susan C

  Date: 02/20/2025

  The smartwatch is not meant for a senior who is hard of hearing even with hearing aids. I sent the smartwatch back on 11/6/2024 which was within the 30 day period to get a full refund of $159.00 and traded it for the necklace. I was told it would take 30 days to get a refund. On 1/6/2025 I called to check on the refund and found it had not been submitted, so they submitted that day which started the 30 days. However, I confirmed the device was in their possession since 11/11/2024. On 2/6/2025 I called back and the refund request was still pending approval and I was told it was on day 30 so they still had one more day but it should be approved and refunded within 5 - 7 business days. If I didn't have the refund within this time I could escalate to a customer care escalation team. On 2/13/2025 I called back and the refund request was still in pending status. I asked to be forwarded to the customer care escalation team and was told they were a back office team and I could not be transferred, they could only email them. ***** *. emailed and escalation to this team and said I would have an answer within 24 - 48 hours and he would personally call me with the update. I then asked to speak to a supervisor. I was advised that one would call me back within 24 - 48 hours.On 2/17/2025 I called back and it was still in pending status and I still had no call back from a supervisor and the 24 - 48 hour timeframe has passed.2/19/2025 I called back. Approval came through for a partial amount of $109.05 and not the full amount with no explanation. The watch was turned in within the 30 day period of getting a full refund. I would have kept the watch if a full refund was not going to be given. Another credit request was submitted for he remaining amount of $49.95 which will take another 30 days for review, but the agent said she was expediting and it may come back quicker. I DOUBT IT.This place is a joke. If I could give them no stars I would.
  

  Lifeline

  Date: 02/28/2025

  Good afternoon,

  Thank you for reaching out.  Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns regarding the issues with billing. Upon receiving this review, we took immediate action to rectify the situation, and we escalated this matter over to our supervisor team and can confirm that the refund in the amount of $49.95 has been approved and sent for processing. We are committed to improving our processes and customer service to prevent similar issues from arising in the future.

  We value your business and the opportunity to serve you. If there is anything else we can do to address your concerns or assist you further, please do not hesitate to contact us directly.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.

  Sincerely,

  Lifeline Customer Experience Team

• Review fromDale M

  Date: 01/17/2025

  1 star

  Dale M

  Date: 01/17/2025

  I cancelled my mother's Lifeline service in September 2024, and mailed the equipment back to them (with verification from **** that they received it). However, Lifeline continued to bill my mother's credit card for the service in October and November 2024. I called on December 9 and was promised a refund (reference # available on request). However, as of January 6, I had still not received a refund but when I called back was told it was still within the one month service window and the refund would be made by January 9. However, as of January 15 the refund had still not been made, and I had to call Lifeline a third time to ask for the refund. I would like to give them zero stars for their performance.
  

  Lifeline

  Date: 02/05/2025

  Hello, 

  Thank you for bringing this to our attention. After receiving this review, we investigated this matter and can confirm that the refund was processed, the card on file was credited. We apologize for any inconvenience that was experienced.  We are committed to improving our processes and customer service to prevent similar issues from arising in the future.

  
  Thank you for your time.
  
  The Customer Experience Team

• Review fromRobyn H

  Date: 11/13/2024

  1 star

  Robyn H

  Date: 11/13/2024

  Terrible, **************** and equiptment. The watch alarm went off on its own, even when my mother wasnt wearing it! In the month we had it, there were times that the fire department was dispatched. However, when my mother fell the watch did nothing! I am seeking a full refund! They caused my mother more stress than anything!
  

  Lifeline

  Date: 11/14/2024

  Thank you for reaching out. We sincerely apologize for any inconvenience and frustration you and your mother experienced. I was able to locate your account and found that we were able to resolve this matter and provide you with a better option more suitable for your mother. We value our customers and appreciate the time you took to share your experience. If you need any further assistance, please reach out to our *************************** with any additional questions or issues at **************.

  We appreciate your understanding and patience.

  Customer Experience Team

• Review fromLori H

  Date: 11/13/2024

  1 star

  Lori H

  Date: 11/13/2024

  I have ZERO phone because Lifeline won't help me get q Link and access wireless in line so they send a SIm card that works!!! LIFELINE is a lazy worthless company that doesn't care if people have phone service or not!!! THEY SHOULD BE FINED ASAP!!! They should give poor people a chance to get their phone service back and help!! THEY DON"T HELP!!!
  

  Lifeline

  Date: 11/14/2024

  Hello,
  
  Thank you for reaching out to us. I wanted to give you a quick background of our service. We are a personal emergency response company that somebody would wear a button and press it in the event medical help was needed. The services that you mentioned above is completely separate from us and is not affiliated with our company. I am aware there are companies out there that use the name Lifeline and can often be confused with us. If our service is something that you feel may benefit you and you are interested, please call ************** and we will be happy to assist you.

  Thank you for your time, please be well and take care.

• Review fromShuri R.

  Date: 11/10/2024

  3 stars

  Shuri R.

  Date: 11/10/2024

  ****** paid for monthly fee from September 2022 until July 2024. In August 2024, I made a payment over the phone (******) with debit card because the company had no online payment option. Oct 8, 2024, I cancelled the service (******) because it is no longer needed and was told there was a zero balance on the account. I returned the equipment in its original package via prepaid Fed Ex on Oct 14, 2024 *****. On Oct 17, 2024, the equipment was received but a monthly charge was placed on the debit card. The rep ***** I spoke to was polite and the refund was expedited and received the next day. I wanted to file a complaint with a supervisor because the card information was stored and used WITHOUT my permission. I was told a manager would call me back in 2-4 business days. On Nov 4, 2024, I called again (*****), to speak to a manager and was told she would call me back. As of today, Nov 9, 2024, I am still waiting for a manager to return my call and address this issue.
  

  Lifeline

  Date: 11/18/2024

  Hello, 
  Thank you for bringing this to our attention. After receiving this review, 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 processed, and obtained confirmation that it was received. I can also confirm our manager was able to follow up with you to discuss this matter. We have addressed all the concerns and apoligized for any inconvenience that was experienced.  We are committed to improving our processes and customer service to prevent similar issues from arising in the future. Your feedback has been shared with our team, and we are implementing measures to enhance communication with customers. We value your business and the opportunity to serve you.

  Thank you for your time.
  
  The Customer Experience Team

  
  

• Review fromRL W

  Date: 09/04/2024

  1 star
  Customer service is awful. It is impossible to get anyone on the phone. Their clients are mostly seniors who will inherently have a difficult time navigating their phone system. I was eventually able to get someone on the phone to cancel the service after setting my phone up on speaker and letting it sit for 11 minutes. They said they'd send the packaging to return their equipment (because we found there couldn't be any value in their service in case of any emergency if it took customer service forever to answer a call). It took WEEKS to get the return packaging to my mother and of course they charged me in the meantime (I pay for my mother's service) and they are STILL charging my credit card. If you care at all about your loved one, your time, and/or your money, do NOT bother with this business. I don't know how they have a B- rating.

• Review fromTARA G

  Date: 08/14/2024

  1 star

  TARA G

  Date: 08/14/2024

  My mother moved to assisted living and I worked with Lifeline to return the equipment. They continued to bill for 4 months past that point. I finally was able to stop the transactions, however they promised credits during 2 calls that I had with their agents. They even told me the amount of the credit which was for the 4 months. No credit has been received.Also, even though they had been given my phone number when my mother experienced an issue overnight prior to cancelling service, they called the paramedics and did not notify me.
  

  Lifeline

  Date: 08/19/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you experienced regarding the billing and credit issues related to your mother’s Lifeline service.

  
  After reviewing your case, we have confirmed that a refund in the amount of $127.80 was processed on August 15, 2024. Please note that while the refund was processed, the time it takes for the funds to appear in your bank account can vary based on your bank’s processing times, which is typically 1-3 business days.

  
  We understand the delay in issuing the refund was frustrating. The refund request was received in June, and our approval process can take up to 8 weeks. We sincerely apologize for any inconvenience this delay may have caused and appreciate your patience.