ComplaintsforLifeline

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received Lifeline services. I Received incorrect results that ended up causing a lot of anxiety and hardship. I called to cancel membership and was told that I wouhave tobpay a $40.00 to cancel. They said that my membership auto renews and I need to cancel before the renewal date or I will be autocharged. I already paid the yearly fee.

  

  Business response

  09/27/2024

  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 provide us with the name or 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

  

  Business response

  09/27/2024

  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 provide us with the name or 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

  

  Business response

  09/27/2024

  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 provide us with the name or 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

  Customer response

  09/27/2024

  Response to business. 
  Name on account is Cheenequa *******. The phone number on account is ************ 
  Regards,
  Cheenequa

  

  Business response

  10/01/2024

  Hello,
  
  Thank you for reaching out to us. I wanted to give you a quick background of our service and what we can offer you.
  
  Lifeline is a medical alert service company that offers personal emergency response systems. With our service, users can wear a help button that connects them to trained Care Specialists 24/7, ensuring access to assistance whenever help is needed.
  
  After reviewing the information you provided to the BBB, it appears that you do not currently have a Lifeline account with us. We understand that there are other companies that may use the name Lifeline, which can sometimes lead to confusion.
  
  If you have any further questions or concerns, please dont hesitate to contact us at **************. Were here to help!
  
  Thank you for your time, please be well and take care.
  
  Best regards,
  
  The Customer Experience Team

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complainant is a female senior citizen w disabilities, cannot drive & lives in a remote area. She lives 1/2 mi. off the road, uses a ** Box w pickup by a friend; **** will not deliver to home address due to the ** Box. ************ is weak & she relies on Lifeline landline *************** for urgent communication. Lifeline has known this for several years.Customer first subscribed thru a hospital & both *************** services were bundled. When the hospital gave over the service to Lifeline, Lifeline continued for a couple of years at the same price & then informed the subscriber that that extension was an error. The subscriber filed a complaint with BBB & as part of the resolution, Lifeline continued the bundle. However, the new cheaper 4G cell button misfired, called in from a distant location & dispatched the emergency team to the home instead. Lifeline should have known from the cell service that the subscriber was not home. Lifeline admitted that the cell button cannot be fully relied upon to connect or to identify location this is not made clear in advertising. The heavy fire truck, ambulance, sheriff & police cars ******* up the gravel driveway caused damage. The frame of the steel door was destroyed to break into the unoccupied house. Lifeline agreed that replacing the door & some repair to the gravel driveway were their responsibility. Lifeline also agreed to continue the bundle out of consideration.Recently, Lifeline backed out of price agreement unilaterally. Subscriber asked to drop the cell button but emailed labels did not function to return unusable ****************************** billed both. The label metered on 4/19/24 was mailed 7-10-24 & sent to the street address which was not delivered. New label was sent to ** Box, rec'd & used yet Lifeline retaliated to silence this savvy critic, sent certified mail, knowing subscriber does not get mail timely, canceling the service w no mention of the outstanding settlement owed subscriber for damages.

  

  Business response

  09/11/2024

  Thank you for allowing us the opportunity to address the concerns raised by *********** At Lifeline, we are committed to providing high-quality service and take customer feedback seriously. Below is a detailed response to the issues outlined in the complaint.
  
  1. Service Transition and ******************************** transitioned from hospital-managed to Lifeline-managed in July 2021. In accordance with the service agreement, we honored the existing rate for one year, which expired in July 2022. A letter explaining the transition and the terms of the rate lock was sent to Dr. ******* in June 2021.The assertion that she was guaranteed a lifetime rate lock is incorrect and inconsistent with our policies. Despite clear documentation and communications about the rate expiration, Dr. ******* continued to request the old rate,leading to confusion and disputes.
  
  2. Prior BBB Complaint and Equipment Issues
  The previous BBB complaint from 2023 primarily addressed issues with the 7000L landline device and the Call No Message signals it was generating. In accordance with our standard protocol, Lifeline replaced the 7000L with newer technology prior to this complaint. However, Dr. ******* insisted on retaining the outdated device and refused to return it. During the BBB complaint process,Dr. ******* was informed of the incompatibility of her landline device with her phone line. Despite this, she continued to use the device and refused to return it, even after accepting our response to the BBB complaint, which she initially rejected multiple times. Additionally, Dr. ******* requested mobile services at no cost, despite the mobile service being a standalone unit not requiring an in-home unit. Our records show that we provided new equipment in response to her demands. She still, however, refused to pay the updated rates despite now having 3 stand-alone services in her possession that she was refusing to send back.
  
  3. July 2023 Emergency Response
  In July 2023, the emergency response was triggered by a Call No Message signal,typically associated with an incompatible phone line connected to the Lifeline landline device. It is important to note that ******************* device could not have generated this signal, as it can only be produced by a landline device. This type of signal is treated as a potential emergency because it does not differentiate between a help request and an automated test call.Consequently, we were required to respond as if it were an emergency. We attempted to contact Dr. ******* at her home and via her cell phone but were unsuccessful. According to our protocol, if we do not hear Dr. ******* say a specific phrase, we are mandated to send police. Central dispatch was contacted and determined the appropriate response. Dr. ******* asserts that her mobile device was responsible for the signal due to her not being home, but we have explained multiple times that a mobile device cannot generate this signal.Despite our recorded calls and documented email conversations, Dr. ******* continues to claim otherwise. Additionally, she has yet to provide receipts for damages incurred that day, despite our repeated requests for this documentation as part of the reimbursement review process.
  
  4. Rate Agreement and Service Termination
  The claim that Lifeline unilaterally backed out of a price agreement is inaccurate.Dr. Ficheras rate lock was explicitly stated to last for one year, not for life. Dr. ********* attempts to mislead our agents into believing that she was guaranteed a lifetime rate lock, regardless of the equipment used, does not provide a valid basis for continuing to honor her current rate. Our decision to inform her we plan to adjust rates was consistent with our policies and communicated transparently. Lifeline provided return labels and instructions for equipment returns. When Dr. ******* encountered issues with the emailed labels she requested, in addition to attempting to walk her through how to print it, we promptly sent additional physical labels to her address. As explained in other conversations with Dr. ******** we continue to bill until equipment has been returned.
  
  The decision to terminate service was made in accordance with Section 2 of the ************ Plan Agreement. We have adhered to all contractual obligations,including notifying Dr. ******* via certified mail to both her home address and PO Box. The assertion that the termination was retaliatory or discriminatory is unfounded. The decision was based solely on operational and contractual considerations.
  
  5. Communication and Service Impact
  Dr.Ficheras interactions with our team have been notably challenging,characterized by frequent escalations and confrontational language. This behavior has strained our resources and impacted our ability to deliver effective service. Our records reflect numerous lengthy and contentious interactions, which have affected our operations and other customers.
  
  ****************** remains committed to resolving outstanding issues fairly. We continue to express our willingness to review documentation for damages, which Dr. ******* has not yet provided. Due to the persistent issues and communication challenges, the decision to terminate service was deemed necessary.

  
  We appreciate the opportunity to clarify our position and actions. Lifeline remains dedicated to providing quality service and resolving customer concerns in a fair and transparent manner.
  
  Sincerely,
  Lifeline Customer Experience Team

  Customer response

  09/11/2024

  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 # ********. 

  First of all, Lifeline deliberately misrepresents the plain language of the complaint to BBB and has outright lied about its sending labels in a timely manner. Arrogant and disrespectful businesses always lie to get out of their responsibilities and Lifeline's lies about the labels are proven by the attached scans of the envelopes of the only labels that were sent. The April 16, 2024-metered label was not mailed by their own admission until July 9, 2024, and the July 10, 2024 postmark on the April 16, 2024 metered envelope to the street address proves this. I did not receive that envelope until weeks later. Note that Lifeline, by delaying the mailing of the label and charging the customer as if she were refusing the label when it was the company's fault that she did not have it, is nothing short of extortion.

  Only later, when the complainant spoke more recently with a supervisor in customer service, was a label sent to the ** Box and that was used to mail back the On the Go button and the outdated landline box. One major problem with Lifeline is that its training of staff is spotty and its computer migration of data ever since *************** purchased the company has caused many unbelievable snafus. My name was stripped from my account by a data migration and assigned to someone else which I discovered when I was referred to by the wrong name during a customer service call. ****************** expects us to tolerate all manner of unprofessional experiences and considers us troublemakers when we dare to complain.

  Lifeline is completely misrepresenting the matter of the bundled charges. It is not the customer's fault if the agent on the phone tells her that she will honor the bundle. This happened several times, yet rather than simply say, okay, no longer, move on and choose or pay for both, Lifeline created a "set-up" where if failed to provide the labels, charged the customer double (note that calls to the business office reported only one charge but the customer's credit card received two) and then accused the customer of being problematic when she didn't send in the equipment. Clever: don't send the label and then blame the customer but if you are going to lie, as **** ***** pointed out, you have to keep track of so many details. Unfortunately for Lifeline the scanned envelopes presented to BBB proves that Lifeline has indeed violated standard business procedures.

  Further, Lifeline has been told that due to the customer's disabilities, mail to the ** Box is often picked up only once every two weeks and that using email for timely communication is essential. Instead Lifeline discriminated against this person with disabilities and retaliated against her for her attention to details by actually bragging to BBB that it sent the certified letter to the street address which is never delivered to by the **** and to the ** Box where pickup is effectuated every two weeks WITHOUT SENDING A COPY TO HER EMAIL ADDRESS IN ORDER TO DENY HER THE INFORMATION AND CUT SHORT THE TIME FOR A RES**NSE BEFORE THE CUTOFF OF THE SERVICE.

  It is also regrettable that depending on which agent the customer spoke with, the incident with the dispatch of the fire, ambulance and police services was due to the On the Go or to the landline box. Interestingly, though, when multiple calls were going in to their call center that day and I asked customer service to cut off service to the On the Go button, the calls being generated to the call center STOPPED. If it had been the landline, then the landline would have needed to be disconnected to stop the misfiring of calls. Also please note that ******* *****, the agent who researched this and spoke directly to the engineers about that call, informed me that they admitted it was the defective On the Go button and she sent me a new one immediately. More recent agents have invented stories about how the landline and the On the Go button were conflicting with each other -- which is impossible because the On the Go is cell based and the landline is not. The new 4G On the Go buttons operated independently; the earlier 3G buttons did coordinate with the box.

  Furthermore, not one but two agents agreed to continue the bundle price as consideration for what had been transpiring and to resolve the first BBB complaint, ******* ***** agreed to continue the bundle. Later ****** ****** also agreed to continue it and then suddenly went to a supervisor and the two conspired to double the charges. Again, Lifeline can change its charges from the special bundle but it may not withhold the label to mail back the unwanted equipment IN ORDER TO DOUBLE CHARGE THE CUSTOMER. ****************** tipped its hand in a recent customer service call, asking whether with my dissatisfaction I wouldn't want a different company. I did not take that bait then and I reject the response of Lifeline with its cancellation as I have proven that it is based in no small part on the incompetence of the staff at Lifeline, the problems with its software and computer systems, and Lifeline's tendency to provide conflicting information.

  As for receipts for the repairs and replacement, it is a truism that post-pandemic ************** lost a significant amount of the population and it is very difficult to find contractors. It is especially difficult given the remoteness of this subscriber's location. Lifeline knew that the obligation to pay for the repairs and replacement was still outstanding but chose to issue a cancellation letter pretending that the obligation of Lifeline did not exist. It does and it was put in writing by more than one agent, that Lifeline would pay upon receipt and review of invoices. The customer continues to try to get a contractor just as she has been trying to get an electrician and a plumber for a year.

  BBB cannot in all honesty condone a business that makes clear misrepresentations in the complaint process in attempt to defame the character of the complainant.

  Lifeline needs to reimburse the On the Go charges back to April 2024 and to continue the service for the landline unless and until the complainant decides herself to change to another provider. The constant battle with Lifeline to get accurate information will be less likely now that the defective On the Go system is no longer in question for this customer.

  I will email BBB with an attachment to be added to this message as it is on a different computer and there is no delay button for sending a response later from the BBB Website.
  

  
  Regards,

  Dr. ******** M. ******* (PhD)

   

   

  

  Business response

  09/12/2024

  Good Afternoon,
  
  We appreciate the opportunity to address the concerns raised regarding the recent label request and billing concerns with our subscriber.
  
  Firstly, the label metering date in April that is being referred to pertains to our internal bulk purchase of labels by Lifeline. This date is unrelated to the original request for label made by the subscriber on July 5, 2024. We can confirm that the subscriber's billing has remained consistent from the time of the label request to the present.
  
  We informed the subscriber in July 2024 of the need to select one service to continue with and to return any additional equipment to avoid additional charges. At this time, she agreed to do so. Again, it is important to note that Dr. ******** billing has not changed from the point of the label request to current day, as she alleges.
  
  Despite our efforts, we have been unable to resolve this situation satisfactorily.  The subscriber has a history of providing ultimatums and making threats to escalate issues to external authorities as indicated in her attachment. As a gesture of good will, due to her inability to use the labels that Lifeline provided originally, we have submitted refunds for July and August OTG charges to her original payment method. The total amount refunded is $38.00.
  
  We strive to address all concerns professionally and fairly. However, the ongoing challenges with this customer,coupled with repeated misrepresentations of facts and her refusal to adhere to our policies have made resolution difficult.  Our decision to terminate service stands,however, we remain committed to reviewing her repair receipts when and if provided for the incident that occurred last year.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  Lifeline Customer Experience Team

  Customer response

  09/16/2024

  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 # ********.

  Once again, Lifeline representatives engage in defamation of character as their "reasons", alleging that the customer has engaged in misrepresentation but providing no evidence of that -- because it is simply not true. This customer has, however, provided documentation of the various game-playings engaged in by the business by providing threads of emails demonstrating what it is like to deal with this company.

  It is unacceptable for a business to terminate the services of an elderly woman with disabilities simply because she has identified the many problems that the company has with its communications and with its substandard equipment. Further, the fact remains as well that the story about how their equipment functions, what happened in past malfunction episodes, etc. has changed many times depending on the representative being engaged on the phone. In the end, the only Lifeline representative who actually stated that she took the time to research issues and speak directly to the engineers was ******* ***** and her story is the one that I have been repeating because it alone accounts for all of the facts. The On the Go button which malfunctioned the day before the incident, malfunctioned the day of the incident and did not correctly locate the subscriber, defaulting instead to the home address. Further, the On the Go button continued to send false alarms to the call center until the subscriber insisted that it be completely deactivated that day. These facts and circumstances do not "jive" with the theory that the independent landline box somehow via "voodoo" affected the On the Go button while the customer was in a major metropolitan area an hour away from her home. 

  Most companies would be abjectly apologetic for such a horrendous experience suffered by a customer, and ******* ***** made concessions as consideration which Lifeline later withdrew and, blaming the victim, wants to terminate service to not be reminded of the precarious functioning of its equipment.

  Lifeline repeatedly pretends to the BBB that the customer misrepresents facts but again, ****************** provides no documentation of that because it cannot. And this customer is not the only one to have had recourse to the Better Business Bureau with complaints about their service, *** the accusation that involving an outside agency is a rarity and merits termination of service should not be an acceptable "reason" for the BBB.

  Lifeline claims that its billing has been consistent even as its correspondence to the customer via email indicates clearly that the rate was raised by separating out the charges for the equipment. Then, when the customer phoned ****************** while waiting for the label to find out what the charges were, the billing office misrepresented that only the landline charge was being assessed, which the credit card statement revealed was untrue. Lifeline provides no invoices, no emailed receipts in order to bill whatever it wants to customers who forget to check their credit card statement. Thus, Lifeline reimbursed the customer some of the On the Go cell service charges (note that they are not itemized so the customer cannot check the accuracy of the reimbursement), obviously not out of good will but because it realizes that it did indeed bill for the two services while sending the label to an address that it KNEW would not be received by the customer.

  ******************'s notice of termination was NOT sent with a copy via email even though Lifeline was fully aware that it would take two or more weeks for the customer to be assured of retrieval of mail from her PO Box by a friend AND Lifeline was fully aware that the use of the street address would not result in delivery to the address when using the ***** Had Lifeline truly wanted to provide the customer with a full month's notice, then ****************** should have sent something to her street address by a carrier other than the ***************** because it was told OVER AND OVER AGAIN that US Mail to her street address is held at a post office different from the one which is used for her mail.

  Given all of these insults and deliberate misrepresentations, indeed the customer is looking for a different service but that should be the choice of the customer as even the ***************** Manager stated in her email (which I trust that BBB has posted to the case files as requested). For Lifeline to repeatedly and spitefully deny customers basic courtesies is unacceptable. Just as ******* ****** deliberately failed to mail the label before she left for vacation in order to continue to bill the customer, so too has ****************** deliberately mailed its notice to addresses via the **** and without a copy via email in order to deprive the customer of the appropriate notice.

  ****************** should continue the service for the landline -- it has already received the return of the On the Go button -- until the customer has found a service that works in her area, as not all services on the market are compatible with true copper landlines and require cell service which, as Lifeline well knows is spotty in rural areas and is not as reliable as landlines for communications to the call center.

  Therefore, because of the documentation I have provided of Lifeline's mistreatment of this customer and of its repeated duplicitous statements and pronouncements, the landline service should be continued unless or until the customer can identify another copper landline-based service with a fall detection button. Anything less is harassment and discrimination against this customer, including today's stated rOPEN RETALIATION by the business against the customer BECAUSE SHE HAS FILED COMPLAINTS WITH THE BETTER BUSINESS BUREAU.

  That argument alone proves that the business does not follow good let alone better business practices. Terminating service because a customer has complained to the ******************** is the nadir of customer service -- it doesn't get worse than that.

  
  Regards,

  Dr. ******** M. ******* (PhD)

   

   

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company offers fall detection devices. The old device was cancelled in August of 2023. Several calls were made as to the fact that they continued to bill for service. They stated they did not receive the device in return. They never sent a return box, information or any instructions. Again, continued to charge the monthly dues despite calls. In March or 2024 a representative in the *** finally sent the return box. It was returned immediately however they continued to charge the monthly premium. I continued to call every month with a tracking number and yet they continued to charge. This has continued and everyone is "sorry for the inconvenience" yet they continue to charge and try to collect, sending collection letters, money all the way back to 2023.In July finally someone decided to actually LOOK at the tracking number and note they received it. They were going to ask, for the multiple times, to ask for credit for the bills since August 2023.I in the interim paid for the new device from them we received but they have yet to credit the old charges.I call again and again and I am given lots of I am sorry but no fix. When I as for a manager I am advised they are never available and I am always promised they will call "this time" but never do.I called again today, the same story. No credit, no idea, I was told to wait even more as if a year is not enough. Again, no manager available and no ETA. I asked to be transferred to a USA center and was indefinitely placed on hold. There is no accountability, no way to contact these people other than these inept call centers. They continue to bill for cancelled services.They cannot get away with this ineptitude and unethical behavior. I have no idea what else to do.

  

  Business response

  08/28/2024

  Hello,                                                                                                                                                          

  Upon receiving your complaint, we took immediate action and escalated this over to our management team. After full investigation and due to miscommunication on our part, we have given a curtesy credit of $263.75.  The account still has a balance that member will be responsible for. Our supervisor has made several attempts to contact **** to discuss how we came about this decision. Unfortunately, she has not been able to reach him and has left voice mails with her direct contact number requesting a call back. 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.

   

  The
  Customer Experience Team

  Customer response

  09/01/2024

  [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. 

  I received two calls. They left a message and no I did not IMMEDIATELY call back. I waited a year to resolve this before complaining, so an extra week of me at work out of state did not seem urgent. I did finally speak to the supervisor who stated the above. I have yet to receive the corrected bill as I stillest received a bill for over $400 so I will see if it is indeed fixed. I will trust since it is on record at the BBB. 

  
  Regards,
  
  *****************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am unsure at this point if this is a legitimate companyAfter becoming legally blind I completed a form for automatic withdrawal for my monthly payment. It went fine until they had a self proclaimed billing/invoice issue which apparently deleted all previously set up account information. I called to set it up again after receiving a late notice and they claimed that my routing (on my checks) was incorrect. All bills come out automatically from the account (with the same routing number) that I provided! I gave them my credit card number for billing - it worked once or twice and now they continue to say it is rejected - confirmed with my FI that it was not attempted. I have NO way to get payment to them because of their faulty billing system! I have requested cancellation immediately and they stated they will continue to charge until equipment is received - funny because they wont accept payment! Additionally, their outsourced customer service department is severely lacking. Very long hold times, very poor connections and extremely rude agents. The only professional person I spoke with was the agent who attempted to assist with cancellation. I request immediate refund of all outstanding balances as again - I have no way to pay you since your faulty system will not accept my account info or credit card.Save yourself a lot of headaches and AVOID THIS COMPANY!

  

  Business response

  08/08/2024

  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 to show a $0 balance and the account has been closed out so no further billing will occur. 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

  08/09/2024

  [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. 

  Please note - once the label is received to send the equipment back I will do so. Please remove me from all mailings with your company immediately. 

  
  Regards,
  
  ***********************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Lifeline system for my elderly mother in mid-March. Before it was even delivered we had to cancel the service due to a change in her circumstances. I requested the cancellation and refund in late March or early April and returned the unit unopened. A week or so later I called to check on the refund and was told they had just changed their policy in the last week and were no longer issuing refunds. After some back and forth, they agreed my request was made before the change and I would get a refund. Later in April, I was told it would take about 6 weeks to get the refund. On July 12th, I was told that the refund approval was finalized and the card charged would be credited within 14 business days. On 8/1/24, I was told the credit had been made but as of 8/5, it still hasn't been received. Today, 8/5, I was told the refund was under review.

  

  Business response

  08/06/2024

  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 in the amount of $239.80 was processed on August 5 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.

  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I subscribed annually for a few years to this service.The beginning of June I cancelled it and sent back their equipment June 11th(was received).I have some money due to be refunded for the unused time.I am still waiting for this money and when I call them to ask about it,they promise two weeks later I will sent the check.This happened twice already,I was supposed to get it by mid July,now they promise by mid August/THIS IS NO WAY TO TREAT A FORMER CUSTOMER!

  

  Business response

  08/07/2024

  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.  I can confirm a request was submitted for a refund of $182.39 was approved and submitted to be processed. The check will be mailed out to the address on file. One of our representatives was able to contact ************** and advise him of the refund. 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

  08/07/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Janos

  The reason I do not accept is that I have been promised this refund due to me now THREE TIMES and still they called to tell me that "I will receive it iN A FEW DAYS !!!

  i  have heard this before)3X) and two month later I am still waiting,so I do not believe them until I do get the check(few days later?.

  Until that time I do not want this case closed.They had NO INITIAL REASON FOR THIS DELAY ANYWAY!!!!

  Thank you for your intervention!

  *************

  *********,**

  ******

  

  Business response

  08/13/2024

  Hello, 

  I completely understand your frustration and apologize for the delay. I can confirm that the check was received and cleared on August 8. 

  Your patience and understanding during this time were greatly appreciated. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My father moved to an assisted living facility in March 2024 and we returned the equipment and cancellation notice via ****** I received confirmation that the equipment was received but they continued to charge my charge card for 2 more months. I've called several times and keep being told it will be a few more weeks. Today I called again and the representative told me she will "escalate" it but it will take 14 days for the escalation to happen! I think they just don't want to refund my money.

  

  Business response

  07/24/2024

  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 refund in the amount of $59.50 has been approved and processed 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.

  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience.

  Customer response

  07/25/2024

  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 understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  It's sad that it takes a complaint to the BBB to get this done.

  
  Regards,
  
  *****************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a life line phone Airtalk wireless I change to another company and Airtalk changed it back to their I did not ok and the they got it block I can't call or receive call then my husband they took it and we pay so my information they have keep changing with out talking to me I have call they want answer or call back I move to Stand up wireless that's who they took it from fraud my number ***********

  

  Business response

  07/19/2024

  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. 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,

• Initial Complaint

  07/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This pertains to account *********, for ***************************************, who resided at *****************************************************. The account was activated on 30 November 2023 and terminated on 9 January 2024. All equipment was returned to Lifeline in February 2024. Yet LifeLines accounting system continues to show (apparently) that we are being charged for November and December 2023, and January and February 2024. I have been trying to settle the account. I have, unfortunately, not received an accurate invoice from Lifeline reflecting the period of operation. I ascertained from conversations with multiple - and I mean multiple - Lifeline operatives on 27 February 2024, and others on 20 May and 27 May 2024, that the correct amount is $38.21. However, after the conversation with Lifeline on May 20, I received an invoice reflecting coverage through February 2024 even though the service was ended on 9 January 2024, and not for the previously agreed upon amount of $38.21. I confirmed the outstanding amount yet again - $38.21 - with a LifeLine operator on 28 May 2024 and based on that I sent LifeLine a check for the amount of $38.21 on 3 June 2024. Today my wife received notification that the matter has been referred to a collection agency, for the amount of $114.63, which LifeLine had already confirmed with me on multiple occasions to be an incorrect amount. I am disputing the amount with the collection agency and will be contacting LifeLine at the fist available opportunity next week. While I thank LifeLine for the coverage it provided, albeit for a very short time, they really have to sort out their monumentally useless accounting system to prevent matters such as this from arising. I require LifeLine to (1) acknowledge that they have received the correct remuneration and (2) sort things out with the collection agency they have referred this matter to.

  

  Business response

  07/15/2024

  Good morning,

  Upon receiving your complaint, we took immediate action to rectify the situation and we escalated this matter over to our supervisor team to investigate. We can confirm that the account has been closed out and the refund was approved on July 8 in the amount of $114.63. 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

  07/22/2024

  22 July 2024

  To:  Better Business Bureau
  

  To whom it may concern 

  Thank you for addressing the concerns I raised in my complaint.  Your help in this matter certainly produced fast resolution of the issue.  

  I have reviewed the response submitted by the business and have determined that the response does for the most part satisfy my issues in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved, despite my lingering concern that the completely unwarranted referral to a collection agency by the vendor may have damaged my credit rating, a matter which is still to be determined. Still, it appears I no longer have to worry about being contacted by a collection agency, and for that I am grateful to both the vendor and the BBB.  
  
  Yours sincerely,
  
  *************************

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 7, 2023, I called Lifeline to order a system and service for my elderly mother who was hospitalized at *************** in ******. We believed she would be returning home post discharge. I received the Lifeline system in the mail but never opened the box or activated the service because my mom could not return home and was placed in assisted living. I notified Lifeline on January 2, ******************************************* service and asked how to return the system. After 3-4 phone calls with Lifeline asking how to return the system they finally sent me a shipping label and I promptly returned the system. Lifeline sent me a bill for the service, which I never activated - again never even took the system out of the box - I called Lifeline and they said to disregard the bill. Today, I received a bill from a collection agency - AR Resources - employed by Lifeline trying to collect that service bill amount $152.76. I would like the BBB to intervene at this point so that Lifeline/AR Resources will retract the debt collection notice. I have excellent credit and do not want it impacted by this false claim that I owe money. Thank you.

  

  Business response

  07/16/2024

  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 showing a $0 balance and the account is now closed. You will no longer receive any bills or phone calls. 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.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩