ComplaintsforLife Protect 24/7

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am an 80 year old widower. On 2/16/23 I made a telephone call to try and order free COVID test kits. Somehow, I got connected to Life Protect 24/7 and ended up ordering a year of their service. When I told my nephew (who helps me with my finances) about this he looked up the company and said they didn't have a good rating and that I might want to rethink this purchase or go with a more reputable firm. Because of this I put a dispute on my credit card purchase with them. Nonetheless, the product came in the mail and I activated it. After activation everything seemed to work fine so I dropped the dispute with the credit card company. When I received my credit card bill in the mail I paid it promptly and I have all of the documents to prove this. However, Life Protect is saying that they haven't been paid and they have turned off my service. Again, I will attach the proofs of payment. As a resolution I either want my service turned back on (and a prorated refund for the time it was turned off), or I want my entire amount refunded and I will then gladly return their equipment. I am out ******* and have no service. I have attempted to contact customer service agent named June at ************ but she no longer returns my calls. Can you help please?

  Business response

  06/06/2023

  Good afternoon, thank you for sending us Mr ******'s concerns. We spoke with Mr ****** on June 1st and explained to him we did receive the adjustment request on his account from his bank, service was immediately restored, and the terms on his account was adjusted accordingly. Mr ****** was appreciative of our phone call and said he already knew this had occurred. If Mr ****** has any further concerns he is welcome to contact us directly and speak with our Billing Manager Mr ********. We apologize for any misunderstanding and trust this matter has been resolved satisfactorily. 

  Best Regards

  Gerry ******

  Vice President of Customer Relations

   

  Customer response

  06/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20088594, and find that this resolution is satisfactory to me.

  The issue was resolved satisfactorily with your help.  Thank you.

  
  
  Sincerely,

  
  
  Henry ******

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 26th, 2022 I cancel life protect. I told them that I was still working and I didn't need it. they insisted that I did. I told them that I was a frontline healthcare worker and if need be my company would provide. This went on for almost 1 hr. I told them that I call my bank. How did you cut in. they responded by telling me how much I needed Life Protect. I was getting very angry at this point. On May 6th they took ****** out of my account. I told the bank that I didn't want nor needed them. The bank told me that I must have given them my debit card number which I don't remember. On June 3rd they took another ****** so I went into my bank and got a new card. After a long battle with this company, they were to refund me ******* on August 4th. Two hours later they took ******* out. Now I'm trying to get back the money they owe me Which is now ******** The bank guarantees me that no more will go to this company. On August 4th I was talking to Supervisor Jessica and she told me that my money would be put in my account. It has been almost 3 weeks and I can't get through to her. I'm disconnected. Please help me get my money back. Thank you for your time. Eileen

  Business response

  09/22/2022

  Business Response /* (1000, 8, 2022/09/12) */ Good afternoon, thank you for passing along Mrs ******'s complaint letter dated August 26th, 2022. We spoke with Mrs ****** on 8/31/22 and, explained we did attempt to refund her bank card on 8/4/22 however our agent (in error) accidentally charged her card. Our system quickly noticed this and when we attempted to refund Mrs ******'s bank card her card issuer rejected the transaction. To rememdy the issue we sent Mrs ****** a full refund check. We apologize for any inconvenience this has caused Mrs ****** and trust this matter has been satisfactorily resolved. If Mrs ****** has any further concerns she is more than welcome to contact us. Sincerely, Gerry ****** Vice President of Customer Relations Consumer Response /* (2000, 10, 2022/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a cheque for ******* Canadian currency. I am completely satisfied with my refund. Thank you very much for your assistance with this. Please close this complaint. Have a great day. ******

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 7/13/2022 Life Protect 24/7 Amount ******* I never ordered this. I am on a fixed income and would never spend that kind of money.

  Business response

  08/26/2022

  Business Response /* (1000, 8, 2022/08/15) */ Thank you for sending us Mr ********* complaint letter dated July 27th, 2022. We had a nice conversation with Mr ****** on August 11th, and it was explained that the order was placed on July 10th, and payment options were explained. We also let Mr ****** know that his account was issued a full refund on August 2nd and confirmed his account with us is cancelled. I apologize for any misunderstanding and trust this matter has been satisfactorily resolved with us. Sincerely, ***** ****** Vice President of Customer Relations

• Initial Complaint

  07/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has called me over and over. I always have to call back and ask for the DNC list. They never stop calling. I am 34 I do not need this service. They call my cell and my office line. I have had nothing , but a bad experience from a company. That i never wanted in the first place.

  Business response

  08/30/2022

  Business Response /* (1000, 13, 2022/08/05) */ Thank you for passing along Mr *********'s complaint letter dated July 20th, 2022. We attempted to contact Mr ********* on August 2nd to discuss this matter in more detail however he refused to speak with us. Our sales group is strictly an inbound center, does not place any outbound or artificial voice calls to consumers, and does not engage anyone to make such calls on our behalf. Our intent was to speak with Mr ********* to obtain more information from him so we could investigate further. We welcome a call back from Mr ********* anytime at his leisure. I apologize for the inconvenience this has caused Mr ********* however trust this matter has been satisfactorily resolved. Sincerely **** ****** Vice President of Customer Relations

• Initial Complaint

  06/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is **** ****** I called several times and just kept getting sent in a circle of different people I had to call just to cancel send it back and get my refund. I just need a return label or more information on how and where to send it back and make sure its canceled and not active. My account # is MX/XXXXXXXXXX thanks

  Business response

  08/19/2022

  Business Response /* (1000, 8, 2022/06/20) */ Thank you for allowing up to resolve **** ******'s concern. We checked our phone records and we do not see where Mr ****** spoke with a Customer Service Agent or called into our Customer Realtions group after placing an order with our sales team in the month of May or June. We did phone Mr ****** on June 7th to discuss his matter and cancel his account however was unsuccesful in reaching him, so a detailed voicemail was left. We did see he had mailed his medical alarm unit back and his account was cancelled that same day (June 7th) and we also issued a full refund. We would welcome a call back from Mr ****** at XXXXXXXXXX Monday-Friday from 9am - 7pm ET if he would still like to speak with us. I apoplogize for any inconvenience this has caused Mr ****** and trust this matter has been satisfactorily resolved. Sincerely, ***** ******, Vice President of Customer Relations

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I subscribed to the Life Protect 24/7 Medical Alert Program on 03/20/2018 for the annual fee of ******** At that time, I authorized Life Protect to initiate ACH payments directly from my bank account starting on the effective date of the service and, then, for each subsequent year on the program's anniversary date. I was informed that Life Protect would provide a lifetime price guarantee and "always provide the Medical Alert Program at the same price described in the annual fee (i.e., ******** and in accordance with the Contract Terms and Conditions" that were supposed to have been enclosed with the device. When I received the device, there were no "Contract Terms and Conditions" enclosed. I suspect that this is true in all cases and not an aberration or isolated oversight because when I called for a copy of the document, the customer service representative refused to provide a copy and agreed that I would have to subpoena a copy to get one. One April 5, 2022, Life Protect withdrew ******* from my account as an annual fee, which was ****** higher than agreed upon. On April 12th, I called to cancel the service and requested a refund of the annual fee. On April 12th, Life Protect refunded ******* to me, ****** less than the refund amount due. On April 14th, their representative informed me that, every year, Life Protect collects a nonrefundable ****** "welcoming fee" (in addition to the annual fee) just for the privilege of subscribing to their service. Positively absurd by any standard. She informed me that, since I was canceling the service, I was not entitled to a copy of the Contract Terms and Conditions. It's readily apparent, at this point, that there are serious problems with this company's contract terms, services provided, billing practices, and business integrity. Life Protect will go to any lengths to conceal their malfeasance/misfeasance. Moreover, the service is grossly overprice for the meager amenities they offer and service gaps.

  Business response

  06/10/2022

  Business Response /* (1000, 8, 2022/04/29) */ Thank you for passing along Mr ***** complaint letter dated April 14th, 2022. We have attempted to reach Mr ***** on 5 different occassions between April 14th - April 27th to discuss his concerns in more detail. We understand his frustration so after evaluating what occurred we have implemented additional training for the agent who handled his account. No excuses, we just want to be sure Mr ***** is fully satisfied. In addition, we issued an additional refund on his account. If Mr ***** chooses he is more than welcome to contact us at his convenience. Again we apologize for the inconvenience this has caaused Mr ***** and trust this matter has been satisfactorily resolved. Sincerely Gerry ******, Vice President of Customer Relations Consumer Response /* (2000, 10, 2022/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Given the nature of the primary complaint and circumstances that gave rise to the secondary complaint, I believe the company's response and proposed remedies to be both appropriate and timely. It's my sincerest hope, however, that the company's retraining program includes a stern admonishment to its customer service representatives, warning them that it's never a good idea to dare or invite long-term customers to sue to obtain the company's compliance with its contractual obligations simply because the company representative is at a loss for words and/or lacks circumspection.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called ******** **** 800 number on 3/21/ 2022 to get information on ******** and possible help this was FIRST time calling ******** ***** I got recording saying a FREE offer that could help me. I talked with rep about device to get help for several minutes and then told me it COST ** dollars a month for monitoring. "Are you ************ NO she said. I had been in customer service when younger and out of pity "I COMPLETED SALE" I made 2 more calls to ********* second had several sales menu that I declined then phone hung up. 3rd call confirmed me of ******** part B it was close to 5pm when she said they closed so we ended call. A) DECEPTION is what happened to me. VA patient advocate explained ******** choices to me days later. B) I am poor on Social Security with Food ****** to live on. This monitoring COST would result in choices between death ********** rent and other bills. C) I called to cancel LIFE PROTECT maybe 3/28/2022. A woman Alice would refund the yearly cost I paid ****** BUT keep ** dollars for Fees and monitoring??? The box with device ARRIVED on day I cancelled. She would send me return paperwork in mail. D) I started writing down details as I have seen BAD customer experience. 4/4/2022 I call and Joseph checks and says ALICE DID NOT send return kit. He can send return info by email. I got frustrated at one point and said "I don't have MILLION ******** I don't have." He said please don't cuss and have a respectful conversation. I said "respect me". Joseph said have been disrespectful? I said no. Transaction proceeded but when good bye time. He said "My name is Joseph next time you call you can yell at someone else.: E) I know "stringing out" a cancelled customer is way to get MORE money from the MARK or customer. I am MIDWAY in SCAM. Will Joseph FORGET to email return kit?? If return goes past 4/22 will I have another ** dollars TAKEN?? MORE? ******** OHIO set up partnership with this company.

  Business response

  07/11/2022

  Business Response /* (1000, 9, 2022/04/19) */ Thank you for passing along Mr *********'s concerns. After reviewing his file I see the account has been cancelled, the pre paid return label was sent and his unit was received by us on April 14th. We had a pleasant conversation with Mr ********* on April 15th & 19th and explained his account has been cancelled and a full refund had been issued back to the **** card used at time of commencement. We apologize for any inconvenience this has caused Mr *********, and trust this matter has been resloved satisfactorily Best Regards Gerry ****** Vice President of Customer Relations Consumer Response /* (2000, 11, 2022/04/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the last refund of ***** dollars on 4/21. I am completely satisfied. THANK YOU to BBB Norfolk. You did an OUTSTANDING JOB.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Life Protect 24/7 has stolen money from me. Initially, I had agreed to the service which I was told was ****** per year and the equipment was free. Life Protect withdrew ******* and emptied my checking account! I called and spoke to ************ to cancel the order and she put a "sales supervisor" on the line who was insistent that I keep the the service. When I was adamant that I did not want the equipment or service, and that I DID NOT Authorize ******* to be taken out of my account and had initially only agreed upon ******* she said they would credit my checking account for the ******** I told her I demanded a check be issued to me directly because I had to close my checking account that the original unauthorized charge was on to prevent further fraudulent activity by Life Protect. She refused to issue me a check and would only credit my new checking account. which I refused to give her and again reiterated that I wanted a check for the refund of the money they fraudulently stole from me.The other reviews stated that Life Protect continued to make unauthorized withdrawals from customers accounts, so there was no way I was going to give her my new checking account number. They totally wiped out my checking account. I am 81 years old and on a very meager limited income. I think it's cruel how they prey on the elderly. This business should be shut down and criminal charges be brought against the employees and Life Protect company fraudulent activity.

  Business response

  06/30/2022

  Business Response /* (1000, 8, 2022/04/04) */ Thank you for passing along Mrs ********'s complaint letter dated March 18th, 2022. I see Mrs ******** placed an order with us on March 7th, 2022. After reviewing the call & verification statement (which occurs at the end of the call) Mrs ******** did agree to the order and the annual payment. This statement is required by the financial institution for compliance purposes. Mrs ******** phoned us on March 18th, and on that day her acocunt was cancelled and a full refund was issued. Two attempts were made to reach Mrs ******** on March 22nd & again on March 30th with no success. We welcome a call from Mrs ******** to discuss this matter in more detail at her convenience if she chooses. I do apologize for any inconvenience this has caused Mrs ******** and trust this matter has been satisfactorily resolved. Best Regards, Gerry ******, Vice President of Customer Relations Consumer Response /* (2000, 11, 2022/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) As stated in my complaint, I only agreed to the ****** fee. I DID NOT agree o the ******* annual fee. I do not have that kind of money and am on a very limited income. However, LifeProtect did provide a full refund.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Life ***** charged my debit card for an emergency device I never even activated. They told me the device was free but I would have to make a 1 TIME PAYMENT then when it came in the mail to activate it. I never did use it. I want my ****** back they STOLE from me. This is very disturbing that this company is doing this to people !!!! Guess I'm another person they took advantage of.

  Business response

  03/16/2022

  Business Response /* (1000, 8, 2022/02/22) */ Good morning and thank you for passing along Mrs *******'s complaint letter dated February 9th, 2022. We phoned Mrs ******* on February 9th to discuss this matter in more detail. Our intent was to explain after reviewing the conversation with our agent that it was clearly mentioned the device comes activated, is free, and there is a recurring charge for the service fee. When the call was placed to Mrs ******* on February 9th she did not agree to discuss this matter with us. Regardless, we went ahead and issued a refund to her account. If at anytime Mrs ******* chooses to discuss this matter in more detail we will welcome her call. We apologize for any inconvenience this has caused Mrs ******* and trust this matter has been satisfactorily resolved with us. Regards, Gerry ****** **** ******* ** Customer Relations

• Initial Complaint

  01/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received at least two spam calls from this company or their marketing agents on my number which is registered on the DNC. I called them back to figure out why I was called in violation of the TCPA, I explained that it appears their marketing partners are violating the TCPA openly. My concern was dismissed and I was hung up on.

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/02/02) */ Thank you for passing along Mr ******'s complaint dated January 26th, 2022. We spoke with Mr. ****** on January 27th and explained we do not make outbound sales calls, and we are not affiliated with any outside marketing partners. It was also elucidated that sometimes numbers are spoofed. The information provided to us was noted so we can continue our investigation into this matter. I apologize for any inconveninece this has caused Mr. ****** and trust this matter has been satifactorily resolved with us. Sincerely Gerry ****** Vice President of Customer Relations

*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. ↩