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Complaint Details
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Initial Complaint
06/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned the lifeline device well ahead of the date when the next payment should have come out. The payment came out anyway Every time I call I keep getting the run around and they say the money will be returned shortly. I even gave them the tracking number and they confirmed it had been returned. I just want my money back. I am retired and cannot afford to have missing money. Thank you.
Business response
06/11/2024
Hello,
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 account has been closed out and a refund in the amount of $55.21 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.
Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.Customer response
06/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************************Initial Complaint
05/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I cancelled the lifeline service in early March when my mother moved out of her home. Monthly charges of $25.16 had been paid for about 4 years. Equipment was returned and received by Lifeline. They assured me charges would stop. Have called numerous times and charges are still being made to her credit card. Latest was 5/22/24. They provided an incident #*********. Phone reps are polite and assure me charges will stop but they have not.Business response
05/29/2024
Hello,
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 a refund of $75.48 was approved and processed on May 29 and the account was closed to stop any further billing. 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.
Customer response
05/29/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**************Initial Complaint
04/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
In February, Lifeline was contacted to subscribe to their medical alert system for my elderly parents. Only part of the equipment was originally shipped, which delayed installation and use of the equipment by a month. On March 19, 2024, I was told by a supervisor, *********************************, that a $49.36 refund had been issued since the service was unusable for a month. As of April 26th, the refund had still not been issued. In the meantime, On April 10, 2024, some of the original equipment had been returned and replaced with something cheaper. No refund had been processed for the returned equipment as of April 26th. The refund for the returned equipment was to be $330.96. The two refunds are supposedly in process now, but no credit has been posted to my parents' account.After dealing with faulty equipment which trigger false alarms, ridiculously long hold times trying to reach customer service, excessive wait times for Lifeline emergency response, we decided to end the service. Today I called to initiate the return process. After being on hold for nearly 40 minutes, I was told that I have to pay to return their equipment, and after 14 days have passed, I need to call THEM to give THEM the tracking number so they can verify the return. They refuse to call me when they receive the returned equipment, even though they will have everything they need to be able to do so. I believe this is a major scam intended to defraud seniors who are dissatisfied with Lifeline's substandard equipment and are due refunds.Business response
05/02/2024
Good morning,
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 amount of $600 that was requested has been approved and sent to be processed. Account has been canceled. 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.Customer response
05/04/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
04/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Cancel service on march 1 2024 they signed when device was returned on march 14 2024 but took $47.90 out of account auto pay even when we no longer had there service. Still fighting for refund. I realize we will never get that refund as April 24 2024 still no refundBusiness response
04/29/2024
Hello,
Upon receiving your complaint, we took immediate action to rectify the situation and we escalated this matter over to our supervisor team. We can confirm that the account has been closed out and the refund has been processed. Our representative reached out to client's daughter to inform her of steps take 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 bringing this matter to our attention, and we appreciate your understanding and patience.Customer response
05/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Customer response
05/12/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
they contacted me and promised to send the refund. It is May 10, 2024 we still have not received it so it is not resolved. This company does nothing but lie and lie and lie.
Business response
05/20/2024
Hello,
Thank you for reaching out. We understand the importance of timely and efficient service, and we deeply regret the inconvenience this has caused you. Upon receiving your complaint, we took immediate action to rectify the situation. a refund of $47.90 was submitted to the credit card today May 20. Additionally, we have taken proactive steps to fully close out the account.
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 our response times and communication with customers. 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.Initial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I've canceled the lifeline personal mobile device for both ************************* (account ********* and ******************************* (*********) in January and requested credit on the billing. I have been disputing the setup fees and Lifeline supervisor said that they would credit/remove the setup fees, cancel our accounts and we are no longer required to pay the invoices. Invoices continue to come in the mail and current invoice dated 4/1/24 on Account No. ******** is $613.60. There has been no resolution to the account and when I call it took me 3 months to have a supervisor call me back, no one ever does. I also have the two mobile monitoring devices and have asked for the return mailing labels to be shipped to me and that doesn't happen. Lifeline continues with fraudulent billing practices, and it is almost impossible to talk to supervisor or have your account adjusted.Why do the invoices come from three different locations (*********** **, ****** **, ********* **)? Very confusion and inconsistent.Requesting the account be closed and credited as we owe nothing.Business response
04/19/2024
Hello,
thank you for bringing this matter to our attention. We have escalated this matter over to our supervisor team and can confirm the account has been credited and canceled to avoid any further billing.
Thank you for your understanding and patience as we addressed this matter.
Customer response
04/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Lifeline is a fall detection monitoring system company which I had purchased to help with the safety and security concerns for my elderly father, upon having my identity stolen I fell into financial difficulties which i explained to the company upon calling in on a borrowed card to make a payment. I was asked if card was to stay on file or was this a one time payment which I proceeded TO MAKE VERY CLEAR NO DO NOT KEEP CARD ON FILE, IT WAS A ONE TIME PAYMENT, I will b calling in the payments until my personals card and issues came in and were resolved. Ten days later i received a call from my friend asking me why there card was charged again, i called Lifeline asking why ? I was told a refund will b back on the card 5-7 business days, nothing 5-7 days later called back told 30 to 60 days refund ask to speak to the supervisor no return call no refund an unauthorized charge was placed on someone card with no explanation no response they never even asked who's name was on the card. This company is full of thieves, to make worse my dad account was not even updated for a week with the new phone number in the event something would've happened and I am a lil over an hour away. The unprofessional display they have shown is a disgrace, it's not the amount of money, it's the mere principle and a matter of respect and the trust we place in the ************** take advantage.Business response
04/19/2024
Good morning,
Thank you for bringing this to our attention. I escalated this over to our billing department. I can confirm the credit card has been removed from the account and the card was refunded the unauthorized charges on April 15.
Thank you for your understanding and patience as we addressed this matter.
Initial Complaint
04/09/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My sister and I ordered a Life Alert system through a company called Lifeline. Phone is: ***********. Email address is lifeline.com. It seems to be endorsed by BBB. We ordered the Home Safe medical alert system. I googled and got the info. A friend's father had this system- they were happy with it.We received the unit in the mail in October, 2023 but waited to call to test and activate it , since my mom had suffered a fall and was hospitalized and we were unsure exactly when she'd be returning home. When I did call to see if the unit worked, I noted the person on the other end was very difficult to understand- so I told her NOT to activate the unit, that we'd probably return it. I was told to call to get a return label if we decided to return it.My sister mailed the unit back and it was received by Lifeline on January 29, 2024. We were checking my mom's mail throughout this time period and a monthly bill from Lifeline was never sent-we thought the unit was never activated, and we returned it, so didn't expect one from Lifeline. However, after we returned the unit, a billing statement was sent for the amount of $372.43 that included an activation fee and monthly fees. On the billing statement, there is no email address or phone number-only an address that a check should be mailed to: Lifeline, Attn: *************************, ***************************************************. I googled Lifeline's phone number, called and inquired why the unit was activated, why we never received any monthly bills until after we sent the unit back, etc. I was told that the unit was automatically activated when it was received in the mail, that we had missed the 30-day return window, explained on the agreement we had signed (my sister called to set up the service, she stated no agreement had been signed) but that since we had returned the device, they would not charge us the last 3 months and to send the check to: P.B. ****************************!Customer response
04/19/2024
I have not heard from the business in response to my complaint.Business response
04/29/2024
Hello,
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 account has been credited in full and the account has been closed out to stop any future billing. Our representative attempted to reach out to you and left a voice message informing you that the matter was resolved. 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.Customer response
04/30/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I would like to note that if a voice mail message was left for me stating that the complaint was resolved, I do not know where it went- to my knowledge I did not receive a voice mail. I understand that my account has been credited and closed and there is nothing that I owe to this business. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
************************************Initial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My mother had a terrible experience with Lifeline Medical Alert Systems. She initially ordered the most expensive tier of service, but decided within 2 days that she would prefer the basic level. She also wanted to pay the fee for someone to come to her home to hook up the service and review it with her. She called repeatedly over 2 months awaiting the change of equipment and the "service" technician. On each phone call, she was assured that these things would happen or arrive within 48 hours and it never happened. Except for the bill. That came for the most expensive service and for 2 months worth. She had never had a second of service....the thing was never hooked up. They also want a cancellation fee. All these people did was to upset my mother, who is ******************************************* any way. Fortunately, we never gave a credit card number and will refuse to pay these people a dime. However, I would warn other elderly people to beware. They seemed to be out take advantage of an aged and impaired victim.Business response
04/15/2024
Hello,
Thank you for reaching out. We sincerely apologize for the inconvenience and frustration you experienced with our services. Upon receiving your complaint, we took immediate action to rectify the situation. We escalated this matter over to our supervisor team, and they have emailed a return label on April 11. We have also credited the account, so that it is now showing a $0 balance. Additionally, we have taken proactive steps to fully close out your account and ensure that no further billing will occur.
Thank you for bringing this matter to our attention,and we appreciate your understanding and patience.
Customer response
04/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Kimbefrly ******Initial Complaint
04/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
on 11/8/2023 ordered a Lifeline Pendant for my 89 year old mother-in-law and paid $489.65 on my credit car which was debited on 11/15. Pendant promised 5-7 days. Finally received on 12/6 after 3 phone calls. On 12/8 tried to setup. Called lifeline support and they tried to hook up and had to reset on their end, but could not hear them on our end. Transferred to tech support, but they concluded unit defective and would send a new one. Called back on 1/18 and still no replacement unit. Lifeline had no record of tech support saying going to send another unit. Decided to cancel unit and talked with a ********* and she said label would be sent and could return for full refund. Mailed unit backto Lifeline on 1/29. On 2/23/24 called again ****** verified receipt and would send info to finance and expect refund in 7-10 days. 3/14 call **** and he said would escalate. Gave him cell and email, but never got back to me. On 3/27 called Lifeline back and initially talked to ******* and asked for a supervisor. Finally, after 33 minutes talked with supervisor ****. Explained situation and she said would escalate. Gave cell phone and email again and she said would contact me in a couple days, but as of 4/5 have heard NOTHING. Company has terrible csutomer service, can't keep track of it's records, etc.Business response
04/08/2024
Good afternoon,
Thank you for reaching out. Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns regarding the delay in receiving equipment and requested refund when services were canceled. We acknowledge that the delay in receiving equipment and the extended wait times for customer service assistance were unacceptable. We understand the importance of timely and efficient service, and we deeply regret the inconvenience this has caused you. Upon receiving your complaint, we took immediate action to rectify the situation. We have processed a refund of $489.65 to your original form of payment for the full year of service and we have taken proactive steps to fully close out your account.
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 our response times and communication with customers. 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.Customer response
04/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.On 4/8/2024 Lifeline finally credited back to my credit card the $489.65 which they had promised to do back on 2/23/2024. Thanks to the BBB for helping to address this issue, which had taken over 6 phone calls with Lifeline to resolve.
Regards,
*****************************Initial Complaint
04/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased Lifeline for my Grandmother, I believe in early October, 2023. Within only a few weeks, they called the ambulance on her for no reason and she said she would not use it anymore. I called to return the device and waited over 3 weeks for the shipping label. I shipped the device in full the same day. Lifeline received the device on November 27, 2023. When I spoke with them on the phone, they told me they would end all charges when they received the device. I have been charged $39.95 on November 27, 2023, December 20, 2023, Jan. 18, 2024 and again on Feb. 23, 2024. In December, I called about the charges and was told they would stop charging me. In Jan. I called and was told they would stop charging me and reimburse me for the charges from *********** In Feb. I called and was once again told I would be reimbursed for the charges. They continue to charge me. I contacted Discover, which is the card that they have been charging me, and they stopped payment on the Feb. 2024 charge and can only keep a stop payment until June 25, 2024. The Discover case # is: 817639168B. I have tried calling Lifeline again, but after waiting for nearly an hour with no answer, I hung up and decided to contact you. The total amount for reimbursement is $159.80. I would like Lifeline to stop charging me for a service I am not receiving, especially since they have received their device. I would also like them to reimburse me the $159.80 for a service I was no longer receiving and unable to even receive. Thank you!Business response
04/05/2024
Good Afternoon,
Thank you for reaching out. We sincerely apologize for the inconvenience and frustration you experienced with our services. Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns regarding the delay in sending the return label and the continued monthly billing after the equipment return.
We acknowledge that the delay in providing the return label and the extended wait times for customer service assistance were unacceptable. We understand the importance of timely and efficient service, and we deeply regret the inconvenience this has caused you. Upon receiving your complaint, we took immediate action to rectify the situation. We have processed a refund of $159.80 to your original form of payment for the inconvenience caused by the billing error. Additionally, we have taken proactive steps to fully close out your account and ensure that no further billing will occur.
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 our response times and communication with customers. 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.
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