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:09/05/2024

  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.

  I agreed to get the equipment and he said that it would be **** a month and I would not have to pay until October. He was very quick to say I needed it for my protection and of slip and fall, etc. went on for like 40 minutes about it, never did say that I was going to be charged right away. I figured it was going to be October and then I decided that I didn’t want the item anymore and they told me that they would send return bag to put it in. I got it and I am sending it out today, but when I called them and asked why I was charged on my bank card , customer service said that it was a nonrefundable fee for shipping it to me and to activate it. I said I did not want it activated. I told you that when I called the first time, she said that there was nothing that she could do for me and she would in my account and then when I returned it, the person that gets it may do something and I didn’t return it in 10 business days I would be charged $**. I deserve my refund because I was not told why it was being charged this and that it was nonrefundable , I did my part on canceling it and returning it and I feel that I should be refunded and not penalized for not being explained that this was a nonrefundable fee. I would appreciate help thank you.

  Business Response

  Date: 09/20/2024

  Good afternoon and thank you for passing along Mrs ********* complaint letter dated 9/5/24. We pride ourselves on providing an excellent experience with our customers each and evertime however in this case we came up short. First off, we thank Mrs ******* for bringing this matter to our attention. After reviewing the acocunt history we can see one of our agents did not meet our expectations and we have taken measues to correct this moving forward. A detailed message was left for Mrs ******* explaining a refund was issued and if she has any concerns to feel free to reach out to **** ****** directly. We apologize for any inconveneince this has caued *** ******* and trust this matter has been resolved in a satisfactory manner.

   

  Sincerely

  **** ******

  Vice President of Customer Relations
  

• Initial Complaint

  Date:08/20/2024

  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.

  I have had a device that has given me nothing but problems. After contacting them several times it was decided that a new unit would be my next option as this one was not charging properly. So they told that they would send a new unit 3 to 5 business days. But they deactivated my unit unbeknownst to me. So I charged my unit as usual and it did not charge. Called them up and they informed my unit had been disconnected because the one in transit had been activated and I could not have 2 units working. When I told the guy what was I supposed to do until then he told me to keep my phone by me in an emergency. I have spent 8 days in the CCU and 4 in the ICU. I have medical issues which is why I got this unit. So for 4 to 5 days I am not in contact with anything but my phone.

  Business Response

  Date: 09/05/2024

  Thank you for passing along Mrs ********** complaint letter dated August 17th, 2024.  After reviewing the interaction between our agent and Mrs ******** we spoke with Mrs ******** and expressed our sincere apoliogy. Here at Life Protect 24/7, we strive to provide the best service possible, and it is clear we fell short in this instance. Please know that we have taken immediate steps with the agent to ensure that this issue has been resolved, and that it does not happen again. We trust that this issue has been handled in a satisfactory manner and this has been resolved. If Mrs ******** has any further questions she is more than welcome to reach out to us directly and speak with M* ******* ***** who leads our Device Suppotr Department .

  Sincerely

  **** ******

  Vice President of Customer Relations

  
  
   

• Initial Complaint

  Date:07/23/2024

  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.

  Not sure of the date of purchase, canceled on June 10, 2024 (************** My bank (******** was offering life line $***** a month, I purchased one and later found out my insurance company****) )give me one free. I requested a return envelope and returned the life line. I have checked my account several times and my money has not been credited to my account. I called today and was told if I didn’t request a refund, a refund was not given. I was stunned, I asked her who in there right mind would not want a refund oftheir money, if they were not using the services, she had no answer.

  Business Response

  Date: 08/08/2024

  Good afternoon and thank you for passing along Mrs ********** concern. We left a detailed message on July 24th letting *** ******** know that her account was issued a full refund. Our agent who handled Mrs ********** call was coached and retrained on correct protocol. We appreciate *** ******** bringing this to our attention, and if *** ******** has any further questions or concerns she is more than welcome to contact us directly.  We trust this matter has been resolved and apologize for any inconvenience this has caused Mrs ********

  Sincerely

  **** ******

  VP of  Customer Relations

   

• Initial Complaint

  Date:04/15/2024

  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.

  08-01-2022 thru 04-01-2024. I called Life Protection 24/7 a few times since August 2022 to let them know that the alert emblem had stop working and was lost and I needed a replacement, which I have never received up-to-this day. I had been in the hospitals several times, both in Buffalo NY and Nashville TN for one thing or another and had fallen six (6) times in the last couple of years, with NO assistance from Life Protection 24/7. They have been taken $***** out each month from my checking account for NO product or services rendered. I called again in March 2024 and told them about deducting the funds of $***** each month and I don;t have the medical alert emblem and the fact that they have not been monitoring my services. I ask them how can they take advantage of a senior citizen who need their services and paying for no benefits.

  Business Response

  Date: 05/02/2024

  Thank you for passing along Mrs *********** letter dated April 15th, 2024. First off I understand the importance of the medical alarm unit in your daily life, and I am truly sorry we fell short of your expectations. We take pride in providing excellent service and it is disheartening to hear that we did not meet our usual high standards in your case. We explained to Mrs ***** that replacement equipment along with a terms and conditions booklet was sent via **** ******** mail in July of 2022.  We also issued a refund back to he* *** **** ACH account which processed on April 16th. We apologize for any inconvenience this has caused and trust this matter has been satisfactorily resolved. If Mrs *********** has any further concerns we welcome her to contact us directly

  Sincerely

  **** ******

  Vice President of Customer Relations

• Initial Complaint

  Date:04/10/2024

  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.

  This business took money out of my account I called and spoke with ******** and explained to her I never ordered anything or even heard of this company she asked for my checking account number and said no account has that bank account number attached to it but it sure came out my checking account

  Business Response

  Date: 04/22/2024

  Thank you for passing along Mrs ******** letter date April 9th, 2024. We spoke with Mrs ****** on April 10th and was able to resolve the issue. Our customer had transposed their account number, and this is what casued the oversight, regardless Mrs ******** ACH acocunt has been refunded. We apologize for any inconvenience this has casued Mrs ****** and trust this matter has been satisfactorily resolved.

  Sincerely

  **** ******

  Vice President of Customer Relations

   

• Initial Complaint

  Date:05/22/2023

  Type:Product 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 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

  Date: 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 Answer

  Date: 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

  Date:08/25/2022

  Type:Product 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.

  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

  Date: 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

  Date:07/27/2022

  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.

  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

  Date: 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

  Date:07/20/2022

  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.

  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

  Date: 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

  Date:06/01/2022

  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.

  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

  Date: 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