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

  
• 

  Lifelines Alert Systems Inc

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

• 

  Lifeline Systems Company

  110 Southchase Blvd Fountain Inn, SC 29644

• 

  Philips Lifeline

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

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  Philips Lifeline

  16002 Meadow Oak Drive Chesterfield, MO 63017

Review Details

• 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 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.

• Review fromPatricia P

  Date: 06/24/2024

  1 star

  Patricia P

  Date: 06/24/2024

  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

  Date: 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 Team

• Review fromFlora M

  Date: 06/22/2024

  1 star

  Flora M

  Date: 06/22/2024

  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

  Date: 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 Team

• Review fromShelley P

  Date: 06/11/2024

  1 star

  Shelley P

  Date: 06/11/2024

  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

  Date: 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.