Life Alert Emergency Response
reviews and complaints

To Life Alert:

For the most part I have been happy with your company. I have used it to support my mother for over 2 years and had one of your representatives do an exemplary job in locating my mother in a local hospital when we did not know where she was. I do have to inform you that the last 2 months have been enough to sour my opinion of the company. My mother went into the hospital at the end of March 2018. I called on March 1st to inquire about closing the contract because the prognosis was not good. She was being helped to breathe at that point as she was unable to breathe on her own. I spoke with a young man who was nice enough, but in a matter of fact way explained that the contract could not be cancelled without a death certificate. He stated he would note the account so that the billing would not happen for the next cycle once you had the certificate.
I called again at the week of May 1st and was instructed to fax the death certificate to stop the billing. I did that same day and the representative emailed me back saying she did not get the attachment (which I did not send because there was a scan of the certificate in the body of the email. I made a separate attachment and emailed it back to her specifically and got no response. I emailed it again to the main email and got no response. I called again on the 4th and finally got the right department after 4 transfers and a being dropped in some persons voicemail box. I got a young man who saw the document and the previous conversations and set up an appointment for the equipment to be picked up. I explained my situation to him and wanted to ensure no further payments would be withdrawn. He told me a payment had been attempted to collect on the 3rd of May, which was after my conversation with your company and the receipt of the death certificate. I explained that I wanted to avoid any more billing and he advised since the status of pick-up was pending the billing would be on hold.
The next day May 5th my account was billed. It is difficult enough to be making arrangements for the loss of a loved one and the last thing we need is for a company we have depended on to appear greedy and uncaring. No provision to suspend billing until a death certificate is provided is a morbid enough way to end a contract, but to continue billing and frustrate a customer during this time is completely unacceptable. Now I must get back with your company to recoup money which is exactly what I told the young man I spoke to on the 4th who assured me that would not be the case.
Unfortunately, you have turned a satisfied customer into one who is extremely dissatisfied by billing me for 2 months of service that you did not render and will be as vocal as possible about my displeasure and recommend alternatives to your service to anyone who will listen.
Harold Myers

On [protected] Life alert was installed. My daughter whom I live with, was there. The installer was very rude. He mentioned this was a three yr contract & I was shocked. I said I wasn't informed of this. He said call your rep. MY Daughter was there too. She didn't know I signed the contract. After the guy left, which was like a flash in the night. She was upset with him. Then she went over the contract too. She said Mom I told you not to sign it until I saw it. Anyway I called & left a message the next day & left the message I wanted to cancel. No one called me back, Called again, the day after & my service rep Jeff called me, I want to cancel. He talked to me almost 30 minutes. My Daughter, seeing my frustration & confusion, took the phone & she got the same run around. She said cancel it & hung up. The next day I got a call from Anthony with the same message only really rude. I felt my throat closing up & the anxiety level high. My daughter saw my distress & told Anthony cancel & I could not talk to them any longer. She ended up hanging up because the record wouldn't stop. I unplugged the machine. I've called the BBB & I'm going on my facebook to warn Everyone about the scam you pulled on me.

Trying to discontinue service for 96 yr old loved one who is now in a nursing home is like pulling teeth. First you have to ask nursing home to fax letterhead from them and as requested they have done same. Now life alert is not happy with wording because it states loved one is in physical therapy section of nursing home and they need it to say she is in nursing home. Gentlemen that I have spoken to has already hung up on me and now I am receiving calls on my cell phone ringing once and hanging up. Harassment in the first degree. How can a company be so hard to deal with at a time that is so stressful for family. I would never recommend this companies service to anyone, STAY AWAY

My elderly mother, who has no business engaging and signing contracts, signed up for Life Alert, almost 3 years ago. The contract was for 3 years. This month she has moved to an assisted living facility. Because her contract is up in 2 months, I decided to let the contract run out (February 2018). Now, they are saying that they will not cancel the charges unless they talk to my mother. She has severe dementia, wouldn't know how to answer a question from them if she had to. I will be putting a stop payment on her account in February and am willing to return the equipment anytime they want. She is 90, her credit can't be ruined so I'm not worried but I want people to know they are pushy and rude. There are several medical alert companies who do not make you sign a 3 year contract. Please, please use them before you go to Life Alert.

*Initial installation: they showed up almost 2 hours early, and dad didn't let them in because he was confused. They called me and I advised they cannot install when he is home alone because he has dementia. We rescheduled
*Next installation: they did not show up at all
*Next installation: they showed up at scheduled time and my teenage son was there to learn how to use the supplies so that he could show us.
*Notes clearly state he has dementia and should not be contacted
*Dementia is listed on his medical form

It has been 3 months and my dad does not use it. I called to cancel and they said that the installer had dad sign a contract and we cannot cancel it without a dr letter stating he has dementia. It is absurd (and a waste of my time) that I now have to obtain a letter and send it in, when NO ONE SHOULD EVER HAVE A PATIENT WITH DEMENTIA SIGN A CONTRACT!

The manager I spoke to was rude, and tried to tell me that my father seemed ok to sign it. (he was not there at install, and he couldn't even give me the installers name)

Manager: Jr
Installation person who had dad sign the contract -- they have no record
Cancellation fee : -- no buy out/fee - you just have to pay it

I have a huge complaint and problem with Life Alert and would like to have the recorded phone calls, not just the typed account notes reviewed and be reimbursed for fees charged due to being told the account was closed.
I called to cancel our account . The account was closed. Then I got a call and was told the account wasn't closed and that I had to pay a fee to close it or the account would continue to be charged until the equipment was returned. I was charged a $200 fee to close the account even after I was told the account was already closed. I was transferred many times to several different departments. How can I be held responsible for internal issues within the Company and how am I supposed to know who does and doesn't have authority in any of the departments I was transferred to when I'm asking to speak with supervisors.
Oct 27, 2017 at approximately 4:15 pm, I called to cancel my mom's account. I was transferred, and I believe I spoke to Ganadi. He asked me why I wanted the account closed. I explained that my mother could not afford it anymore and that our local Agency on Aging was going to help her. I was told that I need to return the equipment then he would cancel the account. I explained that I did not know where the equipment is. I was told I needed find it or they would not stop payments from our account. I have diligently searched for the equipment. As of yet, I have not found it.
I explained that our local Agency on Aging had gotten my mother a different medical system through a contracted agency due to her disability and low income status. A technician from the contracted company came out and replaced the Life Alert system. He stated that he left the old system at the house. The system has not been located.
Oct 30, 2017 I called Life Alert and was transferred. I believe I spoke to Ganadi again and I asked to speak to a supervisor and told him that I was unable to find the equipment. He advised me to contact the Company that installed the new system and check to see if their technician may have taken it with him. I asked Ganadi if we would be able to cancel the account over the phone with a three-way call between Him, myself and the Technician if he located the equipment. Ganadi said yes and that the system just needs to be deactivated and we could do it over the phone as long as an account holder was on the phone along with the technician.
I called the contracted Company on Oct 30, 2017 at approximately 2:30pm and requested to speak to the technician that installed the new system. They advised that they would contact him. I again called on Oct 31, 2017 and asked to speak to the technician that replaced the equipment. On Nov 1, 2017 at approximately 11:30am, I spoke to the Technician advising him the Life Alert System is not in the house. I asked him to double check and to go through his utility vehicle and tools again to make sure.
Nov 6, 2017 at approximately 10:20am, I called Life Alert again and asked to speak to a supervisor. I was transferred to James. I explained everything that had occurred and that I was trying to close the account. James said he would see what he could do. He put me on hold. When he came back on the line, he advised me that he could help me and canceled the account since the equipment was so old and wouldn't need to be returned and asked me to put the equipment into recycling if it was ever located. James said if anyone had any questions, have them contact him.
Nov 6, 2017 at approximately 2:55pm, Ganadi called me and stated that our account was not going to be closed because He won't close it until I return the equipment, not just deactivated. I explained that James had canceled the account and said if anyone had any questions, they could contact him. And, I asked him how can he re-open the account if it had been closed. Ganadi said I could pay a fee of $300 immediately and he would close the account. I told him I did not have $300 to pay it immediately. He said there was nothing else he could do and that James didn't have the authority to close the account. I told Ganadi that who does or doesn't have the authority wasn't my responsibility and that it was an internal issue within his company. I, was told the account was CLOSED. I again asked to speak to a supervisor. Ganadi told me that he was the Account Manager and that I had no choice but to pay the fee. Ganadi set up the continuance of monthly payments until the $300 fee was paid off and said I had no other choice.
Nov 7, 2017 approximately 8:00am I called Life Alert to get ahold of James to advise him that Ganadi re-opened the account. Got the phone-tree and the call was disconnected. I called 3 times.
Nov 7, 2017 approximately 8:20am I called Life Alert again. This time I entered X1333 (I meant to dial 1300) and I asked for a supervisor. I was transferred and spoke to Carlos. Carlos asked why I wanted to speak to a supervisor. I explained that our account was charged a fee after I had been told it was closed. I asked who the supervisor would be and what his extension is. Carlos said James wasn't the authority and there was nothing he could do. He transferred me to Renee. I left a message explaining why I called.
Nov 7, 2017 approximately 2:21 called to speak to Renee, got Jonathan. He wanted to know why. I explained to him that my account was closed and the re-opened and I was charged a fee. He said James wasn't an authority to close the account and there was nothing he could do. I told him the Company's internal issues weren't my responsibility. Transferred me to Renee. Renee said there is nothing he can do and I would still have to pay the fee even though I was told the account was closed. Again, I stated that the Company's internal issues aren't my responsibility and I shouldn't be charged an additional fee, since I was told the account was already closed. I asked for a different supervisor. I left my contact information with Renee to give to Erica.
Nov 7, 2017 approximately 8:50 attempted to contact James again. Unable to leave message.
Nov 8, 2017 approximately 10:30am Erica called my cell. I was unable to answer due to being t work.
Nov 8, 2017 approximately 12:10pm attempted to contact James. Unable to leave message.
Nov 8, 2017 approximately 12:14pm called Life Alert again to contact James. Got Sandy and asked to speak to James. She transferred me. The phone system transferred me numerous times and Juan answered. I explained to Juan that my account had been closed and reopened and I was being charged an additional fee and how can I be held responsible for the internal issues of his company and that I have asked to speak to a supervisor multiple times. Juan said there was nothing he could do, that I would have to pay a fee even though I was told the account had already been closed, and put me on hold. Juan said he would transferred me to Junior who is a Contract Supervisor at 12:55pm. Junior asked if he could call me back so he could review the account notes.
Nov 8, 2017 approximately 1300 Junior called me back. I explained what was going on and that I was told the account was closed and then was told it wasn't closed and that I would be charged additional fees to close it. And, how can I be held responsible for internal issues with who does or doesn't have what type of authority when I have been transferred so many times and have no idea who everyone is or what departments I've been talking to. Junior said there was nothing he could do and that I would have to pay the $300 fee to close the account even though I was told it had already been closed.
I told Junior that I keep asking to speak to Supervisors so I can get this resolved and every Supervisor that I have talked to tells me that "There is nothing I can do". I told him that is ridiculous, Supervisors have the ability to make judgment calls, that's why they are Supervisors! He told me he would call me back.
Junior told me I should pay the $300 fee since my mother was getting a FREE service now for her medical alert system through the contracted company with the Agency on Aging. I advised Junior that the Agency on Aging stepped in to help with a medical alert system because my mother is disabled and on a fix income. I told Junior that we have been loyal customers for 5 years and how can they charge me a fee after I was told the account was already closed. Junior said he would call me back.
Nov 8, 2017 approximately 1328 Junior called back and said if I pay it off immediately he would only charge me a total of $200 fee instead of the $300 fee. I paid the Fee under protest.
I do not feel that I should be charged a fee after I was told our account was closed by anyone in your company who closed it regardless of their authority or non-authority. Internal company issues are not my responsibility and I shouldn't be held responsible. I called in good faith and explained what happened to try and resolve this issue.
Apparently, Life Alert doesn't care about ethics and don't stand behind their word. They are in greater need of a $200 fee than a disabled senior citizen on a fixed income.

We contacted Life Alert on behalf of our aunt who had signed up for their service. After years with them, she had to be transferred to a care facility. We notified them within a week of her arrival. They said needed a contract showing that she was in a care facility and then needed someone to call her. We mailed the paperwork. They claim they never received it.
After believing they were cancelled, several months later we found they were still billing her. They claimed that they never received the care facility contract. And we were notified that it would be best to email the contract as they have issues receiving mail.
Now they claim there is a $300 equipment fee, because they failed to tell us back in December 2016 that she needed to return a life alert box that was in the home and return a portable clicker that no one knows where it is.
They have refused to use the $50 monthly fees they have been charging to her credit card each month toward this "equipment fee" that they have now disclosed.
Life Alert is stealing from the elderly. Do not use their service. I am so happy that I did not sign my mother and father up for their service. They are THIEVES!

I subscribed to LIFE ALERT for my mom's safety and use. There have been issues since DAY 1! LIFE ALERT first assured us their equipment was not interfering with my mother's cordless telephone. We made changes to Mom's home to move her phone, then bought her a cord phone, which restricts her use. THEN Life Alert sends out a notice that their equipment 'may' interfere with cordless phones. Next, my mom had issues with her computer. Again LA says their equipment can not possibly be responsible. Last but not least, Mom started getting interference with her hearing aids when near the LA equipment. So - I called Life Alert. Tried to cancel TO NO AVAIL! Of course - THEY SCREW the consumer! CRAPPY equipment and customer service, yet the consumer MUST honor the 2 year minimum contract! I spoke with LA rep yesterday, informed her I was shutting off equipment. Funny... Mom's computer is now working GREAT and her hearing aids have magically corrected themselves! Coincidence? I think not! LIFE ALERT IS A SCAM! BEWARE!

I find the TV commercial EXTREMELY OFFENSIVE. It begins with a pitiful wailing, pleading for help. A camera pans through a house while the call goes on. Then at the bottom of the basement stairs we see an elderly woman lying on the floor.
This commercial is a SCARE TACTIC and in very poor taste. I think it equal to showing a dead baby commercial to pregnant women.
I WILL NEVER BUY THIS PRODUCT. GETTING OLD IS BAD ENOUGH WITHOUT ALL OF THE DISASTERS PREDICTED BY TV COMMERCIALS.

I bought medical alert system from the website www.lifealert.com. It broke after 3 days, when I really needed help, but before it I haven’t used it at all. I contacted the seller and told to solve the problem, but he only gave me empty promises and excuses. He did nothing, and I wouldn’t recommend you to deal with such people. So be careful if you use this website or leave comments if you had horrible experience with this seller.

My Mother in Law had set up for Life Alert a while back. One of her sons found another company that was cheaper and better, so she cancelled.
They have called everyone on her emergency list to try and get to her, to get her to re-up her membership.
We have told them to take us off the list.
They have not done so. About every two months, they make their round of calls to each name and number on the initial list she gave them. They call my office, my home, my mobile, and that's just ME!

I'm not complaining about Life Alert's services or products, only narrating an encounter with Life Alert.

I am an EMS professional and work for an for an undisclosed ambulance service in a city in the US. (I don't want to risk violating HIPPA)

One early morning dispatch radioed my ambulance of an apt address and that Life Alert called because a necklace was alerted. We ran hot to this call and quickly made it to the room; however, the door is locked. I pound on the door; calling out to see if there is anyone else in the room to unlock the door. Nothing could be heard from the inside of the room. No moans, no scuffling, nothing. Time still ticking, we managed to retrieve a security guard to unlock the door. Oxygen ready, I rushed into a completely dark apt room. I yelled that 911 was here in an attempt to help me locate my patient. Guided by the hallway lights I found the bedroom to find an elderly women laying on her side in her bed. I confronted her and told her 911 was here. To my surprise this women jumped up in fear. She quickly asked who I was and what I was doing here. Shocked, I paused for a second and blurted out, "did you call 911?" It was obvious that this person was sleeping and was suddenly confronted by 4 fire fighters and 2 EMS personnel. Realizing that we are not in the correct room we quickly apologize and leave the room. I radioed the dispatch center asking for a repetition of the apt address and explained why the room we were given was incorrect. Sure enough the records Life Alert gave our dispatch center matched the door in front of me. Dispatched called back Life Alert to ask for the address again. Still waiting, dispatch radioed to me that the address I was at is the one Life Alert has on records and told us to hang on. Knowing that we're at the wrong place we proceeded to to the elevator and took it down to the first floor, still unsure where to go. On the way down dispatch radioed they (as in dispatch) found the patient's ACTUAL address by Life Line disclosing the patient's name and then matching that to the company's 911 log. However, the new address was over 3 miles away and a closer truck we send to respond. I never found out what the patient's condition was when the ambulance arrived.

I don't know about the newer models but whatever necklace she had on did not have gps. If the patient was able to actually dial 911 then her location would be instantly traced and someone would of been there very quickly. Since she moved Life Alert only had her previous address. I don't know if necklace wearers are suppose to notify Life Alert if they move but for whatever reason Life Alert's records were not up to date.

It wasn't until I tried to cancel the service and transfer it to another family member was I advised that the unit I have is "outdated and not worth returning" to them. Also, I was told when the service was started, 6 years ago, that Mom would OWN the unit after the 3 years of monthly payments & the family could transfer the service to someone else after she passed away, without it having to be immediate, lie, lie, and lie.

I'd like to warn anyone that has had a unit for over 6 months to call Life Alert [protected]) and request a free upgrade, ASAP. Be patient because you may be transferred several times, but the only way you will get an upgrade on your "rental unit" is to ask for it.

You would think after paying so much money for the unit and the service monthly, under contract, they would be required to advise the consumer of technology upgrades necessary to maximize the service to them, but no, they did/do not.

I also had to fight with them about getting a credit back for services they charged after Mom's death. They were very unsympathetic, cold, and uncooperative until I insisted they give me the information I required to get a credit. Purchase with caution!

I was interested in Life Alert for my grandmother. She is 80 years old. So I ordered it for her. From the way the sales man described it, sounded really great. Well I ordered it. Gave him my credit card numbers. Well later I decided it is too expensive.

I called the salesman I talked to before to cancel my order. THE FIRST THING HE SAID AFTER I ASKED TO CANCEL IS "WHY?" NON OF YOUR *** BUISNESS THAT’S WHY. It was cancelled with no hassle. I haven not received any charges or bills. I just receive telemarketing calls from them saying "Your Grandmother says she is interested in Life Alert again!" They are just Trying to brianwash the elderly.