Life Alert's reply to: View TV ads

Life Alert welcomes this opportunity to bring awareness to a very serious issue affecting our elderly.

In our business, we consistently hear horror stories of how families procrastinated in getting Life Alert only to discover their loved one had fallen and was on the floor for hours (sometimes days) before someone found them. The guilt and fear these families feel after a preventable tragedy is very real, and far worse than any commercial.

Our customers have told us that the dramatizations in our commercials is exactly how they felt, and that we have captured their experience. They depend on us to tell their story, and that is what we try to do. Moreover, many potential customers call us to inquire about our services after seeing our commercials because the stories we tell represent reality to them.

We have hundreds of life saving testimonials coming in daily from grateful customers, which you can read at http://www.lifealert.com/testimonials.aspx. But just as important, we have a published list of customers who had other services only to switch over to Life Alert because our service is the best, and all the other medical alert devices cannot come close to the lifesaving services Life Alert offers.

Life Alert understands that some people may have different tastes and either like or dislike our commercials, but the thousands of lives we are saving daily due to our commercials are very important to us and the families we protect.

Lastly, Life Alert does have men, as well as women, in our ads. Actually, our spokesperson for many years was the former Surgeon General of the United States, C. Everett Koop. He believed in Life Alert so much that we were the only company he ever endorsed, and continued to do so up until his passing.

Sincerely,
Life Alert
Pat Tpr

View TV ads

I think it’s despicable to scare seniors with their “help I’ve fallen” ads just to make money. They show women (never men) on the floor writhing in pain.

Can’t they sell their product without trying to scare seniors? These people are pathetic.

Pros:
  • Nobe
Cons:
  • Scare tactics
Reason of review:
The ads are despicable and are fear-mongering

Preferred solution: Let the company propose a solution

Life Alert's reply to: Deception about battery

Dear Henry,

Thank you for this opportunity to demonstrate how superior Life Alert’s cutting edge technology is and why we are the industry leader in personal protection. Our ads clearly state that our batteries last up to 10 years and never need CHARGING. This is true! Life Alert is the only medical alert company where you do not need to remove our emergency devices and place them on a charger. Our devices never need charging so our customers remain protected 24/7. That is why Life Alert is the nations #1 leader in personal protection, and why we have over 40,000 lifesaving testimonials from grateful customers and their family. To learn more about all of Life Alert’s lifesaving services, go to www.lifealert.com or simply call 1-800-360-0329.

Sincerely,
Life Alert
Henry S Eut

Deception about battery

LIFE ALERT Battery, says one place "battery lasts up to 10 years", elsewhere "battery never needs replacement". Explain! Henry Stalzer 203 748 **** hstalzer03@***.net

Reason of review:
Add confused about battery life, and how one knows when to replace.

Preferred solution: Make use of battery clear

Life Alert's reply to: Need to cancel our account

Dear Maria,

We appreciate your concerns. Life Alert makes sure our customers are notified three times of our price guarantee service agreement before our equipment is shipped to them. Moreover, your mother has chosen an enhanced protection package based on her lifestyle and needs.

We have hundreds of lifesaving testimonials from grateful family members who thought they didn’t need Life Alert anymore because their parent moved in with them, only to discover it is impossible to be with your loved one 24/7. Many times an emergency can happen when you are not around. Just as important, many family members unexpectedly forget basics when a loved one is in an emergency. Often an adult child will forget all the medical problems or medications their parent takes when panic sets in. We have stories of people in your position who are grateful that they only needed to press a button, and Life Alert took over. Life Alert has all that information on file so when the EMTs show up, they are fully prepared for the situation.

We have investigated the account and find that our equipment is fully working. We hope that your mother never has to use our service, but if she (or you) do have to push the button, help will be sent so you can remain by your mother’s side.
Maria Dav
map-marker Miami Gardens, Florida

Need to cancel our account

Called to cancel our account and was told we could not do so that there is a 36 month contract.

We have had the account since December and the only time our mother has used it was tripping it accidentally. She has had 4 emergencies while on life alert and she has never been able to hit the button for help. Her aide found her twice now and we have just moved her in with me. She is not even in Florida anymore she is living with me. My mother suffers from a seizure condition and after a seizure hits she is incapacitated and at times has been unconscious. I have moved her in with me in another state. It is not fair that we tried to utilize this service we gave it 8 months but now have moved her in with family that will be there daily. She is not living alone. This is amazing to me that you can be a company that is known for you assistance with the elderly but yet you want to take them to the bank at $69 a month when she is not cognitively able to use it and we tried to make it work.

My mother is sending a letter to cancel and we hit the cancel button yesterday prior to unplugging the machine.

We need to know where to return the equipment.

The account is under my mother Carol Viola

please confirm Life Alert is even going to help us mcmsla@***.com

Reason of review:
Poor customer service

Preferred solution: cancel service

Life Alert's reply to: Lack of empathy

Dear Brittany,

We are truly sorry for the loss of your mother. Life Alert works with family members daily who are going through the challenges of finalizing matters for their loved ones. We understand the stress and strain you are going through at this time and we are sympathetic for your situation. We have performed a thorough investigation regarding your concerns and we have found our agents acted professionally, and accordingly and within the scope of our refund requirements. Our Life Guarantee Refund requirements are that if a customer passes away at home, alone, then we will refund all the money. This was explained when you first signed up and when you called to tell us of your mother’s passing. Moreover, it is written in our agreement. Our Refund Billing agent did call you directly to explain the details. We understand that this will not make you feel any better, especially having lost your mother at such a young age, but what we can do is give you a full refund for the month of June. Again, we are very sorry for your loss.

Sincerely,
Life Alert
Cesario Stx

Lack of empathy

I reported my mothers passing a few days after she passed even though I was grieving and planning her funeral services.

During my initial call to set up services I was told that if my mother didn't use the services for the next 3 years or until her passing that I would be granted a full refund of all payments made (nearly $2000 worth). I submitted the paperwork and request as asked of me within days after getting her death certificate. I received an email from my credit care provider letting me know I was getting a refund of $34 and some change. I thought to myself is this it, will more be coming? Called customer service to look into it a bit further to be told that, that was the only refund I would be granted. Didn't even take into consideration for them to communicate that with me directly themselves either via email or phone but, for me to have to call in myself, wow.

The reason I wouldn't get the full refund is because my mother passed away at my address instead of hers. Mind you when I originally signed up for services my mother resigned with me and used that address for the first year and a half. Moved in with my sister briefly and back with me to pass in her last moments of life. While explaining this to the man on the phone there was no empathy it was scripted like matter of fact explanations saying it's written in the contact and that's why we have it written there. Why didn't the lady mention this to me on the phone when I signed up? Why wasn't it asked of me when I was calling in inquiring about the refund and given instructions on how to submit? I guess I'll never know.

Then when I asked about the full charge in July he said well we didn't receive the equipment until late July so you were still charged. At this point I was so upset and just simply said I cannot believe the lack of empathy for someone who lost their mother and especially at a young age (she was only 51) I'm 25 just to put that out there. I did let him know I was disputing the July transaction since she had passed and I'm not paying for a service that wasn't used or needed. He simply said "okay" in response.

Customer service was terrible from the very beginning and I wish I never used this company. I was thinking of my mother and her safety and not thinking about the consequences of a company and their actions.

Loss:
$2000
Pros:
  • Quick set up
Cons:
  • Account manager was rude and unkind
  • Rude and unprofessional customer service at cancellation
  • False promises
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Life Alert's reply to: Dishonest

The elderly are a protected class, and Life Alert follows senior protection laws to the letter! That is why we are the industry leader in personal protection, and no other company has as much knowledge and experience with saving lives in the medical alert field. Therefore, we ensure that customers are notified three times of our service agreement before our equipment is mailed out. Our terms are in large, bold lettering at the beginning of the service agreement so our customers can clearly see them. The customers who join the Life Alert family are people who have made an informed decision about their personal protection.
Marie F Cig
map-marker San Fernando Valley, California

Dishonest

Their sales representatives tell you that you can cancel your contract any time in the 36 months. Then if you read the contract it says they are not bound by anything their sales representatives say to you.

They threaten you with legal action if you do not pay the 36 months. Then there is some secret way to cancel the renewal.

It has to be done 6 months in advance and there is supposed a separate address you have to send it to but I cannot get it from them. This provision is NOT in the contract.

Loss:
$3600
Cons:
  • Complete scam
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

Life Alert's reply to: How can my mother cancel service?

Thank you for bringing this to our attention. We have reviewed all the calls and determined that when our customer called us, she was quite clear, alert and explained how she is still very active. She asked probing questions and was made aware of our service agreement. She was also notified two more times of our terms and agreement before our equipment was sent. Moreover, the terms are in large, bold, font at the top of our agreement for our customers to see before signing. However, based on some of the things your mother said when talking to our billing department, we believe she may also have another medical alert system who is taking more money out of her account, which she assumes is Life Alert. All of our representatives were friendly, professional and accommodating. We gave our customer a variety of options regarding her account. We recommend she contact the other company that is withdrawing money from her account and cancel with them.
matthew b Qxb
map-marker Munising, Michigan

How can my mother cancel service?

She was under Dr. care and heavy medication when she was talked into the service, which she didn't know what she was signing up for or for how long.

She called LifeAlert and was told the only way to get out of the contract was to go into a nursing home or die.....EXACT WORDS by the rude guy on the phone. I WOULD LOVE for him to tell me that to my face....where he may need life alert for the rest of his pitiful life. I need the address to send the equipment back...since she will not be paying another dime to them.

I already cancelled her debit card account. Next up will be my lawyer.

Life Alert's reply to: Patient refuses to use it

Dear Ann Marie,

Life Alert is not associated with this site.

Please call our Customer Care department at 1-800-803-6320 X-1300, and an agent will be able to assist you.

Thank you,
Life Alert
Annmarie S Vfr
map-marker Northeast Dallas, Texas

Patient refuses to use it

My husband will not use the equipment and I never asked for it the salesperson just added me on, I don't use it either I still work full time.

We have had a lot of unexpected expenses one being my husband needs hearing aid which will cost about $5000 I need extensive dental surgery which will be about $3000. With everything happening I'm a nervous wreck so please cancel my life alert and let me know what the next steps will be.

Thank you

Ann Marie Salvato

Reason of review:
Good customer service

Life Alert's reply to: Cancel Membership

Dear Mr. & Mrs. Orcutt,
Life Alert is not associated with this site, and they cannot help you with cancelling service.

We have already been in contact with your regarding your request.
If you have any more questions, please call our Customer Care department at: 1-800-803-6320 X-1300 so we can assist you directly.

Thank you,
Life Alert
Daid L
map-marker Parrish, Florida

Cancel Membership

We need to cancel our membership as we are both going into a nursing home.

Let me know when someone will pick up all equipment.

Thank You,

David L. & Carol A. Orcutt, dlorcutt@***.com, 941-722-****

Reason of review:
Honest return, exchange or cancellation policy

Life Alert's reply to: Unprofessional responders

We are very sorry for the loss of your family member. Life Alert understands the emotional challenges that come when having to deal with a loved one’s passing. We have investigated your concerns and found that our emergency dispatchers followed protocol. Per our commitment to our customers and with their authorization, we are obligated to inform any personal emergency contact of the status of the situation. Your brother was the emergency contact, and we very gently notified him of the situation using the appropriate language. We are sorry that there is conflict in your family at a time when you are suffering, but Life Alert performed accordingly to our agreement to our customer. Lastly, our records show there was not any 20-45 minute wait while testing the equipment, and our recordings do not indicate that, as well. Your emergency call was answered within the allotted time that is required. Again, we are very sorry for your loss. Sincerely, Life Alert
pm B
map-marker Bridgeport, Connecticut

Unprofessional responders

I came to my sister's apartment to find her deceased on her bed. I pushed the Life Alert button and had to wait for some time for a rep to come on the line.

I gave him the info requested. He called EMS, and the Cops. He told me that the was a SECOND emergency contact on the list, (which was my bother. The young man called my brother, instead of letting me gently tell him his sister was dead, and TOLD HIM "YOUR SISTER'S DEAD!

Before he allowed a family member to do so. This started world war three in my family. Now my brother is very angry with me, and won't help with funeral arrangements. My brother blames me because I did not alert him first.

The representative did not tell me he was calling my brother before the responders finished their exams and reports, and did not give me ample time to choose a mortuary to collect my sister's body. My brother lives in another county, and is very sick himself, at this point. Only three weeks ago, his doctor diagnosed him as "terminal" but he was able to recover before losing his life. I know getting the news of our sister's death in that manner, has a devastating affect on his uncertain health.

Thanks Life Alert.

In addition, when I've tested the Life Alert help button in the past, either no one came on the line, and or the automated robo response asked you to "hold, all representatives were busy at the moment, and would be with you shortly - which unfortunately could take from 20- 45 minutes, or longer, before human contact was made. *** Angry Dead Sad Sarcastic Cry Shocked Love Sleepy Facepalm Shrug Sad Angry

Cons:
  • Poor customer service
Reason of review:
Poor customer service

Preferred solution: close the account

Life Alert's reply to: Cancel my life alert

Dear Teresa,
Unfortunately, you do not have Life Alert.

You (unknowingly) signed up with lesser known company that has unethical business practices. They create consumer confusion so their customer’s think they have Life Alert.
Life Alert is the industry leader and is the only company proven to save a life every 11 minutes.

Moreover, our cutting-edge equipment never needs charging.
If you have to charge your medical alert device, then you do not have Life Alert.

If you are interested in learning more about our superior, lifesaving services, please call 1-800-360-0329, and a Care Manager will answer all of your personal protection questions.

Sincerely,
Life Alert
Vermelle Nop
map-marker Farmington, Connecticut

Cancel my life alert

I am trying to can el my life alert. I pay $99.99 every 3 months and i do not want to continue

Loss:
$6666
Reason of review:
Pricing issue

Preferred solution: Just cancel and credit back the difference

Life Alert's reply to: Customer service

Thank you for your interest in Life Alert’s lifesaving services.

Please feel call 1-800-360-0329 and ask to be transferred to a Care Manager,

so that all your personal protection questions can be answered.

Sincerely,
Life Alert
Amariana Efr
map-marker Saint Louis, Missouri

Customer service

I want to talk to a person about the system not about getting a brochure

Cons:
  • Customer service

Life Alert's reply to: Want to send back equipment, cancel

Thank you for reaching out as customer satisfaction is our highest priority and we always want to make sure that the customers are happy with the service. We have checked the account and the records indicate that it was cancelled on the same day the family called to notified us that they changed their mind and didn’t want to keep our lifesaving services.
Beth B Lfp

Want to send back equipment, cancel

Updated by user Jul 11, 2019

It's interesting that Life Alert took 17 days to respond, yet they claim our account was cancelled that same day. It would be nice if they had told us that.

Our several phone conversations on the day we called to ask for everything to be cancelled ended with a supervisor berating us for causing them so much trouble and time to set everything up. He also said he would not refund our initial set-up fee, and we had words about this. I threatened to call the Better Business Bureau, to get everything resolved, and he told me to go ahead. He said several times that we would not get our set-up fee back.

I did not feel that anything had been resolved since I assumed we would not be getting back the start up fee. I have been checking our MasterCard account online to see if we've been charged.

We have not, but it would have been nice if they had told us we weren't. I won't feel that this issue is really resolved until we hear directly from them.

Original review Jun 10, 2019

We signed up over the phone, gave our credit card number, etc., had an installation date scheduled, then a few days later, we received the equipment.

After looking over everything, talking it over extensively, we decided we did not want to do this. We want to cancel. I called the number that was given to me (1-80*-416-****, Ext. 4434) when we signed up, and I could not get the agent (Amber) to just let us cancel and send everything back. We've only had it a few days, and nothing has been installed yet. She kept arguing with me that their system was the best ever, we'd regret it, and on and on. Finally, we either got disconnected or she hung up on me, so nothing was resolved.

WE WANT OUT OF THIS, AND I DON'T KNOW HOW DO IT!

There is a return address on the box that the equipment came in, but I'm not sure that sending it back to that address will get us out of our contract (that we haven't signed yet) and get our MasterCard uncharged!

Loss:
$1398
Cons:
  • Everything that happened after the sale
  • Marketing tactics
  • Cancellation policy and the customer service
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Life Alert's reply to: Bad Customer Service and poor shipping process

We are sorry you feel you had a bad experience with us. Unfortunately, the delay stemmed from UPS not delivering in time due to poor weather conditions, which pushed our installation behind. Although we work diligently in getting our lifesaving services to our customers within 2 days -- regrettably, UPS is a separate company in which we have no control over. We apologize for any inconveniences you may have experienced.
Rodney S Xha
map-marker San Fernando Valley, California

Bad Customer Service and poor shipping process

I called Life Alert (LA) and had a great sales conversation with Dylan. I decided to go with Life Alert for in/out of home protection.

However, once the sales part was over, my relationship with LA deteriorated. They promised me two day shipping at the time of sale, but the product was 4 days late requiring a cancellation of the in home tech support for installation. This could have been prevented if the tracking number for the parcel had been sent to me from shipping. I again called sales and was promised that a reschedule to the early afternoon could be done on date of delivery.

Dylan told me to call him back directly, but his phone did not answer, so I called back the main number and asked for him. However, instead of transferring me to Dylan, the person handling the call told me I had to speak with extension 4200 and transferred my call there. When I later called Customer Service (CS) a stinging worm handled the call and was adamant that I could only have a time between 6 and 8 PM. This was inconvenient since I had already adjusted my appointments around a mid afternoon time frame as promised by sales.

This completely upset my schedule. I called back again for CS and got another apathetic sounding guy who confused the situation even more and I decided right then and there-NO LIFE ALERT FOR ME!! So, I immediately dropped the parcel off at UPS and sent it back RTS to Life Alert. I notified Dylan by voicemail and end of story.

However, I immediately got a call back from Dylan trying to save the day, but it was over for me. I then got another call from a female manager who kept interrupting me when I tried to explain my reasons for cancelling. Even after I asked her to stop interrupting me, she continued to interrupt me. I cordially ended the call.

Life Alert has a very poor CS base and a faulty sales to shipping to install process. It certainly needs to be revamped to make it easier to know when the customer's order will safely arrive and properly coordinate the delivery and installation to minimize customer inconvenience.

As it is right now, all I was headed for was a much needed product that would eventually cause me nothing but headaches and lost down time due to incompetent personnel. And, I did not want that to happen during an emergency call!!

Loss:
$198
Pros:
  • Salesman dylan and sales process
Cons:
  • Everything that happened after the sale
  • False promises
  • Poor customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

Life Alert's reply to: Customer service very difficult.

Dear Sir,

Thank you for bringing this to our attention. We have investigated your concerns and see where we can improve our response time to customers. We apologize for the frustrating experience you encountered and are currently taking steps to retrain the agents and ensure the timely response.

Again, we appreciate you for letting us know as customers are our main priority and we strive to provide a great customer service.
Mark I Lqm
map-marker Elkridge, Maryland

Customer service very difficult.

Called to cancel, but after waiting through seven layers of automated menus and two promises of a call back, was told I called the wrong number. the correct number answered “Customer Retentions,” so you know I didn’t have very good luck canceling.

Was told I could only get my mother -in-laws 3 year contract canceled with a note from her 24/7 health care provider’s letter.

I sent the letter, but got nothing but silence. Sad Sad Sad

Life Alert's reply to: Advertising

Life Alert welcomes this opportunity to bring awareness to a very serious issue affecting our elderly.

In our business, we consistently hear horror stories of how families procrastinated in getting Life Alert only to discover their loved one had fallen and was on the floor for hours (sometimes days) before someone found them. The guilt and fear these families feel after a preventable tragedy is very real, and far worse than any commercial.

Our customers have told us that the dramatizations in our commercials is exactly how they felt, and that we have captured their experience. They depend on us to tell their story, and that is what we try to do. Moreover, many potential customers call us to inquire about our services after seeing our commercials because the stories we tell represent reality to them.

We have hundreds of life saving testimonials coming in daily from grateful customers, which you can read at http://www.lifealert.com/testimonials.aspx. But just as important, we have a published list of customers who had other services only to switch over to Life Alert because our service is the best, and all the other medical alert devices cannot come close to the lifesaving services Life Alert offers.

Life Alert understands that some people may have different tastes and either like or dislike our commercials, but the thousands of lives we are saving daily due to our commercials are very important to us and the families we protect.

Sincerely,
Life Alert
teresa a Ysv

Advertising

I just saw another commercial for life alert. This is one of the most disgusting, over dramatic scene.

This is so overdramatized that I have to mute the tv during this ad. If it was not so overdramatic I may consider using one of life alert however there are many services like this one that I will patronize before I ever order from life alert Their ad has completely turned me off leaving me thinking that if that is the only way they can sell their product then they should change. I have fallen and seen other people fall and not one of them acted like the woman in commercial. I just want life alert to know that their ad to sell their product is actually causing people to stay away.

We don't even know anything about life alert since we mute our tvs when ad is on. I am writing this for myself and my friends. They too mute tv. I am just the messenger since many people really don't write negative or positive review.

We do hope you take this overdramatic situation off the air. It is ruining your business.

Reason of review:
advertising

Preferred solution: Let the company propose a solution

  • 1
  • ...
  • 3
  • 4
  • 5
  • 6
  • 7
  • ...
  • 18