ComplaintsforLifeline

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned multiple Lifeline emergency alert pendants on January 4, 2022 using the return box and return shipping label they provided. The ***** tracking number is ***************. The tracking shows they received the package. ******** Lifetime now says they didnt receive of all the equipment. They say certain pendants were supposed to be shipped to different address. They keep on sending me requests to return equipment. I have returned everything. I called multiple times and gave tracking information showing they received the package.

  

  Business response

  01/25/2022

  Good Morning ************** *****,
  
  Thank you for taking the time to reach out to us with all of the information for your mothers account. We are sorry for the frustration you are dealing with and should not have to go through this to have something returned. We have provided all of this information to our **************************** A Supervisor will review all of this information, will research your mothers account, and will follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

  Customer response

  01/25/2022

  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,

  *****

   

  Hi,

  Attached is a copy of the delivery confirmation showing the package was delivered to you. Please acknowledge receipt of returned equipment.

  Regards,

  ***** Teets 

   

   

  

  Business response

  01/25/2022

  *****,

   

  We do not see anything attached. I;, not sure if this was blocked by the BBB site? I have sent your information over to our customer service team and they will reach out to you to discuss this.

  Thank you, 

   

  The Customer Experience Team

• Initial Complaint

  12/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Through my insurance I ordered a device from ********************** at the end of August beginning of September and 2021. They told me due to back order it would take approximately eight weeks for delivery. I said that would be fine. It is now as of today December 15th 2021. And I still have not received any device from **********************. Anytime I call customer service in regards to this matter they always seem to tell me always still not available it's still on backorder and it will take approximately another 8 weeks. Anytime I ask to speak to a supervisor there is never a supervisor around to be able to talk to. As of today being December 15th 2021 I called Philips Lifeline again and got hung up on multiple times by their customer service. I've don't know what to do anymore they don't seem to care about their customers and have the inability to provide services for severely disabled customers. Since ordering the product I have fallen multiple times, have had a mini-stroke on my left side, have 60% arterial blockage, and could really use this device but they can't seem to get it to me. Personally I think this is a pretty bad way to do business telling somebody one thing and not being able to deliver on it. If you can't deliver on a product don't tell a customer it'll be there within so many days or so many weeks. And trying to get ahold of corporate office in ************* I can't seem to get any kind of phone number to talk to a boss to expedite my services or complaint.

  

  Business response

  12/16/2021

  **********************,
  
  It was great speaking to you today and appreciate you taking my call. Per our conversation I know you spoke to may manager ***** as well. If all goes well with ***** your equipment will be delivered tomorrow Friday December 17. The tracking number is ************ for your records. Ill keep an eye out to be sure it was delivered and once I see update from ***** Ill touch base with you as well just to confirm receipt of the equipment. I will still follow up with you Monday as well. We appreciate your time and glad we were all able to work together today to get this resolved for you.   
  
  Thank you,
  
  *********************
  Escalation Liaison
  
  
  Lifeline
  ******************************************************************************************
  Phone: ************
  www.lifeline.philips.com
  **************************************
  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used Philips Lifeline for 8 years and been perfectly happy with their service. Six weeks ago my communicator gave me the message that my call button had a fault. I contacted Philips and was told that a new call button was on the way. Ten days later no call button received, so called again and was again told a call button was in the mail. On November 17, 2021, having not received the call button, I contacted Philips again and was referred to Connie (508-988-3538 X57774). She apologized profusely and told me that both a new communicator and call button were being expedited via Fed Ex and I should receive it as soon as Fed Ex can deliver it, possible 2-3 days. It is now November 29 and I have received nothing, so I contacted Connie again who confirmed that the units have not been shipped and all she can do is escalate the issue. I can only think that Philips does not have these units in stock and that is alarming since having a functional unit is life or death for many of their customers.

  

  Business response

  12/01/2021

  Good Morning ******************************
  
  Thank you for taking the time to reach out to us with all of the information for your account. We are sorry for the delay in getting this replacement equipment shipped out to you. We will have a representative from our *************************** reach out to you to discuss this. In the meantime we will be sure that this gets shipped out to you as a priority.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

  Customer response

  12/01/2021

  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,

  Grace

   

   

• Initial Complaint

  11/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since Philips no longer operates Lifeline equipment and service, we have experienced nothing but stress and disappointment in a service we once considered a true "lifeline" for our son. Under Philips, his medical alert button saved his life five times. We were huge advocates of Philips Lifeline and our son, who is just 28 and has Epilepsy, was even part of an ad campaign for the device. We were never contacted about the change in overseeing companies and when our son's button suddenly stopped working, things got worse. I believe now that Lifeline intentionally cut his service so we would need to return the equipment, not knowing his service was also terminated. Meanwhile, Lifeline continued to take our monthly payments and our son was without his support for over two months. The stress and anxiety this caused our entire family during that time was really awful. Calls to Lifeline went unanswered. Emails were answered by rude and very uncaring staff. Throughout all of this, we were not told about the change in oversight until we tried to cancel the service after having to find another medical alert service for our son. As it turns out, Lifeline under its new management no longer services individuals like my son, but has kept on with commercial business such as nursing homes. To make matters even worse, we were promised, by email, a refund of our monthly payments on Oct. 5. Two weeks went by and we were told it was refunded on Oct. 25. We have yet to receive that refund and it is now Nov. 14. This company needs to have its roots pulled. We are so angry that they put our son at grave risk because they just didn't care. Lifeline is not a company we would recommend to anyone. Your life may depend on them one day but they won't be there.

  

  Business response

  11/15/2021

  Good Morning ****************************
  
  Thank you for taking the time to reach out to us with all of the information for your Son's account. We are sorry for the frustration you and your family are dealing with. We have provided all of this information to our **************************** A Supervisor will review all of this information, will research your son's account, and will follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

  Customer response

  11/15/2021

  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.

  This is exactly the same response I have received over and over again from Lifeline. Empty promises of escalating our concerns and requests. It never happened. However, I assured them I was going to escalate MY complaint to the BBB, and I did. Hopefully, with BBBs involvement, Lifeline will finally be held accountable. This was our sons safety and security and Lifeline ripped it away with no warning. A business called Lifeline cant treat people this way. So no, I dont accept the response.

  
  Regards,

  ******

   

   

  

  Business response

  12/10/2021

  ******,
  
  We would like the opportunity to speak to you about this and explain to you what happened. I have spoken to **** about this and he has been unsuccessful in reaching you. I know he has worked with you in the past and he is happy to help and wants to explain what happened. He said he will try calling you again. If he does not reach you he will leave his call back number. Thank you for your time.

  Customer response

  12/10/2021

  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. 
  

  I have no phone calls or messages from Lifeline in my logs and I have no idea who **** is, so I feel like this is just another stall tactic. Your emails to me are very different from your emails to BBB.

  This is ridiculous. There is too much back and forth, which frankly is time-consuming and stressful. If lifeline is satisfied that putting a young mans life at risk for two months, and causing our family undue anxiety simply because they refused to communicate the truth to us, then it doesnt deserve the name lifeline.

  I will never do business with Lifeline again and I have pulled all my recommendations. Im disgusted and angry that all you care about is your bottom line instead of the lives you promise to protect.

  Shame on Lifeline.

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

  
  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,

  ******

   

   

• Initial Complaint

  10/21/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been contacted by the IRS that the company is paying/employing someone who has stole my identity. My mane and social has been used, the IRS is asking that I pay taxes on a salary that I did not earn/receive through someone using my name and social. I have been trying for months to get in touch with someone at the company as well as trying to clear this matter on my taxes. After numerous calls to the company, I have not been able to speak with anyone in human resources to clear this matter up. It has put me in a strain on my in trying to clear this matter and has cause problems with my current employment as well as potential future employment

  Customer response

  11/07/2021

  I have not heard from the business in response to my complaint. I have called numerous number associated with the company, everyone I have spoken with has given me the same response and that they are not able to help me. Those I have spoke with appear to be employees work from home in various states.  This has become extremely frustrating in not being able to speak with anyone in human resources for the company.  Amazing how someone could have given my name and social security number and the  company didn't do any type of background investigation.

  

  Business response

  11/08/2021

  *******,
  

  
  I have forwarded this information over to our customer service team. They have engaged our legal department to advise us on how to best proceed in helping you get this matter resolved. I will have our representative from customer service reach out to you and advise where we are in the process. We look forward to helping you get this matter resolved.

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

  - The Customer Experience Team

   

  Customer response

  11/10/2021

  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,

  *******

   

   

  

  Business response

  12/09/2021

  Mr. ******** attorney has been provided with written confirmation that: (1) ****************** was not an employee of Lifeline *************** in 2019; (2) Lifeline *************** did not pay any wages to ****************** in 2019; and (3) Lifeline *************** did not issue a W-2 to ****************** in 2019.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed mother for service Oct 8,2019. Initially satisficed with service even tho unit was received a month later than 6 weeks promised. Within six months unit failed. Serval calls and a month to get new equipment. Equipment again failed for same reason June/July 2021. Told would cost $100 to replace equipment. There was no damage to the unit. Mother can push button and signal calls out but they can't call in. They had to call on her cell. I have called and talked to several people and finally was tired of the three days of calls to "customer service" I asked to talk to sales person that sold me service. Was connected to Shade Dore. She was excellent. Listened and spoke to several people. She stated that our unit had a big failure rate and mine had failed. She arranged for new equipment to be sent for free. That was 3 Aug 2021 and I still don't have the unit. Mother is 80 years old had 2 strokes and lives alone. This equipment is vital to maintain her independence.

  

  Business response

  10/13/2021

  Good Morning ****************************,
  
  Thank you for taking the time to reach out to us with all of the information you have provided. We are sorry for the frustration you are dealing with. We have provided all of this information to our **************************** A Supervisor will review all of this information, will research your mothers account, and will follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

• Initial Complaint

  10/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/6/21 I called Philips Lifeline to confirm all information I had given for my husband's account was correct. In spite of being billed monthly ( and never missing a payment) since 2013, the customer service representative could not find any account with my husband's telephone number. Finally she located it but the telephone number on the account was one I had never heard of. Now, this is a company whose service is around life and safety issues. This is the number to be called in case of emergency for my husband and he is not responding to his pendant. And this company has put a number on the account that I have never heard of, in an area ode we have never lived. Further, on the list of "responders" 2 of the 3 names were inactivated. I asked to speak to a supervisor and was told "I am not allowed" to transfer you. I asked for an app and was told it was new and the customer service rep said she did not know the name of it. Outrageous!! I am looking for a new company.

  

  Business response

  10/07/2021

  Good ***************************************************** you for taking the time to reach out to us with all of the information you have provided. We are sorry for the frustration you are dealing with. We have provided all of this information to our **************************** A Supervisor will review all of this information, will research your husbands account, and will follow up with you.
  
  Thank you for your time, please be well, and take care,
  
  The Customer Experience Team

   

  
  

*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. ↩