ComplaintsforLifeStation Inc.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered replacement smart watch as of May23rd package shows no movement since May 23rd.

  

  Business response

  05/31/2024

  Thank you for sharing the concerns raised by ************.  We have spoken with ************ and validated that the device he is expecting is scheduled to be delivered tomorrow, June 1st.  While we communicate that shipping times are between 7-10 days, we do understand **************** frustration. 

  Customer response

  06/01/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I fell and my button was dead. They usually call me ahead of time to let me know that the battery is getting low. But they didn&#**;t do that. So when I needed it, it wouldn&#**;t work.

  

  Business response

  04/30/2024

  Thank you for sharing the concern raised by **************************.  While we do not have record of a low battery we encouraged ************************** to test her device on a monthly basis, as we do with all users.  As a gesture of good will we have compensated he with a year's worth of service. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been with Life Station for several years and last week my medical alert Necklace button stopped working. My son contacted the customer services department numerous times to get a replacement alert device and we have yet been able to get a direct answer as to when we will receive the unit, which is why we have the service in the first place. But time after time they continue to not have an answer. Checking other complaints this company has a long history of very poor customer service and yet no-one does anything to correct the problem. If I fall no one will know and that's a major problem, please help. Our pending Case # is ********.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January my mom , *************************** fell hurt her back and the life station alert system did not work, it is broken, we called to troubleshoot it on several occasions, all I wanted was a replacement. I would ask for a supervisor or manager and conveniently there was never one there, February comes and still no replacement, I was told they couldnt replace it because I did not pay Februarys payment, im not paying if its not working, by the way my mom was admitted into the hospital in January when I called 911 because the alert system is broken, and is still there , fractured lumbar , im tired of calling for replacement I think Ill get a lifestation alert system, luckily for my mom I was there when this occurred?

  

  Business response

  03/07/2024

  Thank you for sharing the concerns raised by ******************.  We looked into her concerns.  Our records indicate that ****************** called our care center on February 1, 2024.  During that time she tested the device with an agent and it worked with no trouble.  At that time she did ask to escalate to a supervisor.  A supervisor attempted to contact her on multiple occasions, however, the number we have on file went immediately to voicemail.  ****************** called our offices back on February 5th and confirmed that she did receive our messages.  During this call the device battery life and signal strength indicated the device was working properly.  ****************** again asked to escalate to a supervisor.  While we were unable to connect with ******************, we were able to connect with other members of her family, who stated they would provide ****************** with the message.  With this concern, we attempted to contact ******************, however, the number provided goes to voicemail.  All records show that the device is properly working, which includes an alarm that was triggered due to fall detection on as recent as February 27, 2024.  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In December I ordered a Life Station device because I was having a problem with falling. I didn't realize my daughter had ordered a different device for me. I sent the unopened device back to ********************** "Return to Sended" as their **************** Rep advised. When I called them today (2/22/24), they said they received the package after the 30 day period...not my fault if the mail took longer than it should have. Even though I didn't open the package, they said the device was already activated when they were sent. They said they could't do anything about it and will not return my money. I had a shoulder replacement in January and my husband had back surgery in December so we have enough medical expenses without this additional amount. I would appreciate any assistance you can provide to expedite this matter,

  

  Business response

  02/23/2024

  Thank you for sharing the concerns raised by ********************.  We have reviewed her concern and can confirm that we do have a 30 day money back guarantee.  As a matter of information ******************** purchased services on December 20th, while the device was returned on February 14th.  With that said, we have spoken with ******************** and as a gesture of good will, we have refunded her for the amount in question.  Thank you again for giving us the opportunity to respond to this feedback.  

  Customer response

  02/23/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my subscription to Lifestation April 2022 and sent the device back because I already had LifeAlert. After not being able to check my subscriptions due to health related problems I realized July 2023 I was still being charged for Lifestation. I contacted them they informed me my services have been inactive since April 2022 but my account was still active because they never received the device. I was told by ****** that I could still receive a refund from the months that my service was inactive but I would have to wait 2 days to close my account. I called back two days later and talked to ***** who told me because my account was active I could not receive a refund. My thing is if my service is inactive why not reach out to see if I needed new equipment? So that I could handle this situation sooner and explain that I already returned the device. If youre a company that is support to seniors with an inactive device for over a year, thats not concerning? Again I have returned the device and I do not have tracking for it I cannot be responsible if the device went unaccounted for or got lost in transit. If you can see when the device went inactive and that I called to cancel before why not follow up with me sooner? Very poor handling on their part.

  

  Business response

  07/31/2023

  Thank you for sharing the concerns raised by **********************************  We have reviewed ******************** account.  Please note that users do not purchase their equipment, it is loaned to them and in order to close out their account equipment must be returned.  Between the time ******************** indicated she returned the equipment and the time the concern was filed we had contacted ******************** numerous times to assist with issues with her account.  At the time of her call on 7/14, we verified that we had not received ************************ equipment.  As a gesture of good will we closed out her account.  In addition, we have spoken with her regarding the concern and further explained why her account had remained open beyond the time she indicated the return.  As a further gesture of good will we have refunded ******************** in the amount of $419.30, the amount charged to her after she indicated the return.  In speaking with her she agreed to this resolution.  We thank you for sharing this with us.  Please let us know if there are any further questions.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Got this device for my elderly grandfather to try and see if would work for him. They had 30 day trial so thought this would be great. ****** did not work out for him so returned device and contacted phone service to cancel was given case number confirming cancellation but they continue to charge me. I have tracking info for device being returned but they state they did not receive and so keep billing me even though service was cancelled within free trial period. **************** is atrocious when trying to contact them on phone stating supervisor would call you back and never does. I want them to stop trying to bill me for service that is not being provided as I do not have their device.

  

  Business response

  02/16/2023

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

  Thank you for sharing the concerns raised by ***********************  We spoke with ********************** on 2/7 after receiving your communication.  At that time it was determined that the device was returned to Amazon.  As such, we have refunded ********************** for all charges associated with the service of the device.  Based on the conversation with **********************, this was a satisfactory resolution.  Please consider resolved.

  Best regards,

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

  LifeStation

• Initial Complaint

  11/05/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid monthly subscription fee for product that was supposed to provide 24 hour emergency call center service. Fall occurred, device did not detect fall or call emergency call center even when tried manually. Clearly product did not work as paid for.

  

  Business response

  11/16/2022

  Thank you for sharing the concerns raised by *****************  In an attempt to discuss and come to a resolution with ****************, we contacted her on November 8th, 9th, 10th and 11th.  We would still welcome the opportunity to discuss her concerns.  We may be reached at ************.

   

  Best regards,

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

  LifeStation

  Customer response

  11/23/2022

  
  Complaint: 18362706
  
  I am rejecting this response because:

   

  I returned the call but *** is out for the holidays and no one else can assist in my request for a one month refund.

   

  They will leave message for then to call me back
  
  
  
  Regards,
  
  *********************

  

  Business response

  12/05/2022

  Thank you for sharing the feedback provided by *****************  We have been able to connect with her and agreed to provide a refund for the final month of service in the amount of $48.95, which was processed on 11/29/22.  Please note that based on the customers financial institution refunds may take 5-7 business days from date of process to post.  We hope this satisfies the concerns raised by *****************

   

  Best regards,

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

  Sr. Dir., Customer Experience

  Customer response

  12/06/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  10/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A customer service representative said that I needed to return the equipment or they would continue to charge my deceased father's account. I returned the equipment to LifeStation (and had a **** tracking number to confirm their receipt of the equipment). Yet, they are continuing to charge my deceased father's account. This business is completely unethical and should not get away with ripping off senior citizens and their caregivers.

  

  Business response

  10/24/2022

  Thank you for sharing the concern raised by ******************************  We have reviewed ************************** account and can confirm that billing stopped on Sept 28, 2022 once her equipment was returned.  While she was charged a restocking fee on 9/29 that charge was refunded on 10/6.  We hope this information is helpful and resolves the questions that have been raised.  

  Customer response

  10/30/2022

  
  Complaint: 18187179
  
  I am rejecting this response because: LifeStation Inc. continued to charge my deceased father's account, even after I returned the equipment to them.  While they claim that I was refunded on 10/6, that is inaccurate.  I have bank records to show that they only refunded the money on 10/12 (it posted on 10/14), AFTER I had made a complaint against them to the BBB on 10/8.  I have gleaned from the other complaints that this is their MO.  It appears that they continue to charge deceased persons' accounts and only refund the money when a complaint is made to the BBB.  ************ should be ashamed of themselves for trying to profit off my deceased Dad and me while I am bereft by grief.  I am appalled that the BBB is not taking into account my negative experience and others' when rating this business.
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  06/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i have a life station device for my husband who had a stroke 18 yrs ago. he is unable to use his left arm/hand and had mobility issues especially with his left leg.his device is suppossed to activate automatically when he has a fall. on sunmay 29,2022 he had a fall no activation occurred i then pressed his devcice as i could not get him up and he had a cut on his head . the remote responded 3 times if this is an emergency hit button it then stated the cell service was not working. i then called 911 and obtained help. luckily i was home or he would have laid on floor till i arrived as he was unable to move this could have been a disaster . i called the company the next day and asked to speak with a manager which i was told was not possible i explained what happened and again requested to speak to manager. i was told i would get a call back, it has now been a wk and no call. we have great cell phone service in this area i feel that was an excuse. i was told i could not cancel service till they received the device back. this is so unacceptable people rely on they devices and they can be a matter of life and death. i would like others to be aware of this company thank you sincerely ***************************** the account is under my husbands name ***************************

  

  Business response

  06/10/2022

  Thank you for sharing the concerns raised by *****************************.  During the conversation, ********************** stated that she would be returning the device an ending services.  We thanked her for sharing her concerns and as a gesture of good will, as compensation was not requested, we refunded her for two months of service.  

*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. ↩