Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After buying a package of four scans for $99 ($118 total paid), I received my results which showed everything was "normal." However, I later received duplicate results in the mail, with a copy for my physician, which now showed an incidental finding of "suspected abnormality in thyroid" and instruction to see my doctor. 1. First, I called multiple times to get clarification on what they saw that was abnormal; I'm not asking for a diagnosis as to the cause, only for a simple observation, e.g., "enlarged" or "reduced" thyroid. (I have a diminutive thyroid, which is typical after decades of thyroid supplements. I don't want to waste time and hundreds of dollars for additional doctor appts. and scans to tell me what I already know.) After speaking with agents, either no one got back to me or the "results processing team" simply repeated "see your doctor." That's the equivalent of hiring a pest inspector for your house who simply says "You have pests" without identifying what they saw: was it a few wasps going into the attic, or a foundation completely consumed by termites? Why not simply state WHAT THEY SAW that qualified as "abnormal" (which is NOT a diagnosis)? To refuse to do so is ridiculous and not helpful at all.2. Second, it's concerning that my online results, which include a section "For your doctor: All the results your doctor wants to see," shows only "normal" for each test. The abnormal finding is NOT mentioned. Why are the two sets of results contradictory? Which one is correct, if either? The complete, accurate results should be shown in my online portal. I'm not sure which results I can ******** resolve this, I even tried calling the number on the letter, signed by the ***, saying to call if any questions. There was no such option (extension) available! Very poor way to run a business.

  

  Business Response

  Date: 04/25/2025

  Good morning *** ********, 

  We thank you for taking time to speak with us a few days ago concerning this matter. Per the conversation we feel a detailed explanation was provided on our services and processes. If you should need any further assistance, please feel free to reach out to us at any time. 

  Thank you, 

   

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extremely Disappointing and Misleading! We are senior citizens ******* and ******* *******. We scheduled appointments with Life Line Screening in Feb 2024, over a year ago, and they we misled into believing it was a one-time service. We were never informed that the membership was a recurring yearly fee, nor that it was non-refundable. I had no idea what was going on when I happened to see the charges of ****** and ****** on my credit card. Thinking it was a mistake from the previous years bill I tried to contact them. They said I could not get a refund. The charges we billed on 2/14/2025 and I called them on 2/20/2025 when I saw the charge. I reported it to my credit card company and after two months they rejected my conditional refund. This company takes advantage of vulnerable seniors by not being transparent about the terms. I would strongly advise against using their services. Very disappointed and frustrated with this misleading business practice.

  

  Business Response

  Date: 04/18/2025

  Good afternoon, *** and Mrs. ******************** you for speaking with us today Ms. ******** we are pleased we were able to assist with a resolution concerning the cancellation of the memberships. If we can be of further assistance, please feel free to reach out to us. 

  Thank you, 

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One year ago I paid for a lifeline screening which I was satisfied with, but I noticed this week I was charged $197 by the company when I never signed up for anything more than the original screening. I tried calling the company twice both times they put me hold and then hung up . When I started looking into it more, I could see on here that theyve done this to many other people. This is very shady business practices and I want my $197 credited back to me.

  

  Business Response

  Date: 04/18/2025

  Good afternoon, 

  Thank you for taking the time to speak with us to resolve the matter at hand. We have started the refund process for the annual membership fee. Please allow 3-5 business days to see the refund back with your account. If there is anything further, we can do in the future to assist you, please do not hesitate to reach out to us. 

  Thank you, 

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Life line charged my credit card on 3/28/25 , when I noticed the charge I called the company asking about the charge and requested a cancellation and refund but I was told that supposedly they had emailed me before renewal but that my only option was to use the service or if I cancel they wouldnt give me a refund , according to the customer service department they do it because those services are not available through regular doctor,so they can get away with it

  

  Business Response

  Date: 04/18/2025

  Good afternoon *** *****, 

  Upon review of your profile I see we have reached out to speak with you directly to resolve the matter. Please at your convenience reach back out to us so we can discuss and resolve this matter with you. 

  Thank you, 

   

   

• Initial Complaint

  Date:04/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/7/25 Lifeline Screening billed to my Discover card charges of $197. I did not authorize this charge or request any service from them. I did a one time service last year that I was not all that entirely pleased with the service. I called and asked to get the charges removed and was denied. Said I had to set up and appointment and use the service. I in turn called Discover and asked charges be removed from card. The have temporarily been removed, but are under review. This is a scam. I see many other complaints for the exact same this and the exact same amount on the ** website for this provider. They need to be stopped. I am currently out of work and this $197 to pay them for something I do not want and will not partake is an outrage!

  

  Business Response

  Date: 04/18/2025

  Good afternoon, *** ******, 

  Thank you for taking the time to speak with us today. Upon review of your profile, I see a resolution has been made that was accommodating to you and the business. Should we be able to be of further assistance please feel free to reach out to us at any time. 

  Thank you, 

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/17/25 I received a flier in the mail with the elks logo on it for life line screening. Since that being the buddies bday who just had a stroke I called believing they are reputable because it was from the Elks.I called signed up for a screening for me and my wife and was told I can cancel any time 48hr before. I made it a point to ask that question a number of times and they said yea with a full refund. Well I went to cancel it on April 7 and would not cancell. I had no work done at all! I want my money back and are in the process with Discover to fight the charge as well. They are a scam and taking advantage of elks members without their consent!

  

  Business Response

  Date: 04/11/2025

  Good afternoon, ******* *****,

  Thank you for taking the time to speak with us this afternoon regarding the membership program. As we spoke earlier, we apologize for any misunderstanding around the scheduling process. A refund has been approved, please allow 3-5 business days to see the refund back within your account. 

  If we can be of any further assistance, please do not hesitate to reach out to us. 

  Thank you, 

  ******* James 

• Initial Complaint

  Date:04/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased LifeLine Screening last year and had tests completed. However, the company "conveniently" billed my card for $197 this year for a "Onelife Membership." I did not request or schedule tests at a site this year. They claim that I agreed to recurring billing last year and I dispute this. I never knowingly would agree to an auto-billing scheme, like this one. I reached out and found the number to call, and the response was that I needed to cancel before a specific date to avoid the recurring charge. The company repeatedly refused to refund this charge, even when I made it clear that I did not knowingly agree to a recurring charge scheme. The telemarketer claimed that she connected with a Supervisor, who would not authorize a refund, and it was indicated that I would also forfeit future tests (that I don't want and didn't request) if I cancel the fake membership - but still no refund. I can see that numerous others have disputed this same issue on the BBB site, and a few have apparently had a refund. The track record of this company that I am now seeing online seems to indicate that they target people with suggestions of potentially unnecessary medical tests and trick them (likely many seniors) into this recurring billing scheme. I am seeking a refund of the $197 charge.

  

  Business Response

  Date: 04/03/2025

  Good afternoon *** *******, 

  Upon review of your profile, I can inform your membership was cancelled and a refund has been processed back to your credit card. Please allow 3-5 business day to see the refund within your account. I also noted there was a call made to you on April 2, 2025, to discuss your concerns by management. If you have any further questions, please do not hesitate to reach out to us. 

  Thank you, 

  ******* James 

   

• Initial Complaint

  Date:04/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went with the membership in February 2023 when I did my screening. ******** automatically renewed my membership the following year (2024). I was not aware of having to schedule a screening within a 12 month period nor was I called or emailed my time was running short. I received an email on 2/12 telling me it's time to take advantage of my benefits and schedule an appointment. When I called, they told me my membership was canceled and my last payment was taken on 11/2024 and that I was out the money that they had charged me. One CS person even told me they should be better at calling or contacting people. This wasn't right to just take someone's money with no solutions. They take advantage of people not knowing the terms. They just take your money hoping you don't make an appointment.

  

  Business Response

  Date: 04/18/2025

  Good afternoon, *** ****, 

  Thank you for taking the time to speak with us today to address and resolve the matter. A refund will be processed back, and we ask that you allow 3-5 business days for complete processing. Should we be of any further assistance please feel free to reach out to us. 

  Thank you, 

  Customer Answer

  Date: 04/21/2025

  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. The company worked very well with me.
  
  Regards,
  
  ********* ****

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After monthly review of my March credit statement, I noticed an unauthorized charge of $197 from Lifeline Screening on 3/11/25.. I had done business with the company last year. On 3/31, I contacted the company and spoke to a representative named ******. She explained that last year I had signed up for a yearly membership of services. I explained I was not aware of this and had no plans of doing yearly, and requested a refund. She explained to me that I was not eligible for a refund as I did not respond within 30 days of an email I was sent. I explained I had no record of an email from Lifeline Screening, and felt this practice was very deceptive. I am very concerned for others as the clientele is elderly and what if they do not check their credit card statements. I am requesting a refund of $197 and cancellation of any automatic yearly membership. Thank you

  

  Business Response

  Date: 04/02/2025

  Good morning, Mr. ****** *******, 

  Upon further review of your profile, I can confirm there was a call in to have a supervisor call back to resolve the matter. We do apologize that the call back is 72 business hours to allow for a full investigation into your concerns. After reviewing the request has been honored providing a full refund and cancellation of the membership. Please allow up to 5 business days to receive the refund within your account. A voicemail was also left to inform you of this resolution as well. 

  If you should have any further questions or concerns, please do not hesitate to reach out to us as we are here to assist you. 

  Thank you, 

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I payed for screening services on January 13, 2024, then on December 25, 2024 received recurring charge. The company clams that I subscribed to a Life Line Screening ******* membership, don't recall signing any membership. After contacting the company they informed me that the membership can't be cancelled. I want to cancel any membership and receive refund for the recurring charge. I am a retired and this is creating financial difficulties.

  

  Business Response

  Date: 04/02/2025

  Good morning, Ms. **** ****, 

  Upon review I was able to confirm that this matter has been resolved via the financial departments. The membership has been cancelled at this time. Should you need any further assistance please feel free to reach out to us at any time. 

  Thank you,