Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
01/04/2022 Date of Transaction Amount: **** I canceled this account six months ago when the They charged me without notice and told them to cancel the auto payment. They charged me again today. I don't use their device. I am on a fixed income. ** years old and this is a real hardship on my family. So far they have taken almost **** from me without my permission. I would like a refund. I send them another email today to tell them about this. Now I have to call my bank and tell them to cancel this ACH entry for another service charge. They do not have a Cancel Account FAQ on their website: *************************** My transaction number for this charge Is:LIFE PROTECT 24/ XXXXXXXXXX Thank you.Business response
01/31/2022
Business Response /* (1000, 5, 2022/01/13) */ Thank you for passing along Mrs *****' complaint letter dated January 4th 2022. We attempted to contact Mrs ***** on January 4th and January 6th to discuss this matter in more detail and left a voice mail both times. We would welcome a call back from Mrs ***** so we can talk through her concerns. In saying this, her account has been cancelled and a refund was issued on January 6th. I apologize for any disturbance this has casued Mrs ***** and trust this matter has been satisfactorily resolved. Sincererly Gerry ****** Vice President of Customer RelationsInitial Complaint
12/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I cancelled the service a few months ago and returned the equipment, but I got charged for another year of monitoring.Business response
01/05/2022
Business Response /* (1000, 5, 2021/12/20) */ Thank you for passing along Mr ****'s complaint letter dated 12/15/21. We spoke with Mr **** on both 12/15 & 12/16, and it was explained that he is correct that an order was cancelled with us in September of 2021. It was further explained his mother placed a new order on 12/12/21 which generated the new charge he is referencing. After speaking with Mr **** we went ahead and cancelled the new order, so the refund will credit back to the account used at time of commencement within 5-7 business days. We apologize for any inconvenience this has caused Mr **** and trust this matter has been satisfactorily resolved. Sincerely Gerry ****** Vice President of Customer RelationsInitial Complaint
11/22/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered a medical alert system and I have been trying to send it back but I cannot get anyone onbe the phone. The company is LifeProtect 24/7. They continue to take money out of my account. I am stopping that. I didn't realize they were taking money from my account since I have never used the product. But I can never get them to answer the phone. I am going to talk to the bank and put a stop payment on this product that have never used. But I want my money back. You ask for supporting documents but it is bank statements. And I do not want to send those. Can you help me? ***** ******** XXX-XXX-XXXX ***********Business response
01/04/2022
Business Response /* (1000, 5, 2021/12/03) */ Thank you for passing along Mrs ********'s complaint letter dated November 22, 2021. Our Customer Service manager spoke with Mrs ******** on November 3oth regarding her concern, and Mrs ******** has decided to stay a member of the Life Protect family. We apologize for any inconvenience this has caused and trust this matter has been satisfactorily resolved. Sincerely, Gerry ****** Vice President of Customer RelationsInitial Complaint
11/08/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
i purchased a life alert from Life Protect 24-7 about 6 months ago..I have been trying to contact this company to cancel my subscription i must have called 10 times only to be informed that they are closed due to eastern time . i am living in New York of which is on the same time zone I am hoping i didnt get scammed but the company manages to debit my account every month for ***********Business response
12/14/2021
Business Response /* (1000, 8, 2021/11/23) */ Thank you for passing along Mr ******* complaint letter. We attempted to reach Mr ****** on 11/10, 11/11 & 11/18 with no success. Voicemails were left each time and on 11/11 a message was left with a gentlmean named Bill. Regardless, we went ahead and cancelled Mr ******* account on 11/11, and issued a refund for his last payment. The refund was processed on 11/23 and will credit back to his checking account used at commencement. I have submitted a request to our Telephony Team to see why Mr ******'s calls were unsuccesful since all our phone lines are operating and we receive calls each and every day Monday through Saturday. We apologize for any inconvenience this has casued Mr ****** and trust this matter has been satisfactorily resolved. Sincerely, Gerry ****** Vice President of Customer RelationsInitial Complaint
09/20/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In August, 2020, while working with *************** to get homeowner's insurance, I was 'given the opportunity' for medical emergency services through Life Protect 24/7. I paid for 12 months' of coverage ********* as it was a savings over monthly payments. This summer, I expected to receive notice from them that the year was up. I never did. When I took their call, I advised that I not used the service and never even activated it since I found it didn't suit my lifestyle to wear the pendant. I understood the matter was resolved. Later, I received another call regarding payment and told them the same thing. Now, I have received an overdue notice and had to pay another ****** in order to have the service actively canceled by them. Apparently, I 'agreed upfront' to continual annual renewals, but I would have expected, at least, a notice of that renewal. If possible, I would like an adjustment for this last payment and an ALERT about the company's very poor business practices.Business response
12/08/2021
Business Response /* (1000, 5, 2021/09/29) */ Thank you for passing along Mrs **********'s letter. We attempted to contact Mrs ********** on September 22nd & 23rd to discuss her concerns in more detail and answer any questions. We were unsuccesful in reaching her however left a detailed voicemail explaining we issued a refund of ******* Mrs. ********** is welcome to contact us anytime if she chooses to discuss this matter. I apologize for any inconvenience this has caused Mrs. ********** and trust this matter has been satisfactorily resolved. Thank you, Gerry ****** Vice President of Customer Relations Consumer Response /* (2000, 7, 2021/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
59 total complaints in the last 3 years.
13 complaints closed in the last 12 months.