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Life Alert Emergency Response16027 Ventura Blvd. Suite 400, Encino, CA |
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A few recent complaints ... Melissa of Humble TX (12/13/07) In an effort to contact Melissa of Humble, TX to try to look into her mother in law's incident and resolve her concerns appropriately, we have searched our customer base in the Humble, Tx area for any mention of Melissa or a subscriber in that area with similiar circumstances but to no avail. We welcome having the opportunity to look into this incident if Melissa could contact us directly by email at johnb@lifealert.com to help us identify our subscriber. We are committed to making certain that any concern about our service or personnel is addressed immediatly on our subscriber's behalf. We take very seriously any circumstances where our employees do not demonstrate our committment to helping our customer or their family. Please contact us. Life Alert
Katherine of Third Lake, IL November 28, 2007 Katherine of Third Lake IL (11/28/07) Greg of Waterford, VA October 2, 2007 Greg of Waterford VA (10/02/07) Needless to say I called and read them the riot act, not that I thought it would make a difference. The supervisor I spoke to sounded as if he couldnt have cared less and pretty much agreed that someone who knows what they are doing should have called. Unfortunately my Mom did not cancel the service as a result. The icing on the cake was Tuesday (9/18/07) when my Mother slipped and fell down her steps which resulted in 5 stitches in her head and a broken neck. She pressed the button and nothing happened. Fortunately she was on her way to answer the door when she fell. The person at the door heard her hit the floor and called 911 on her cell phone. I have checked with the 911 call center and the only call received to respond to that address was from the cell phone of the woman at the door who called. My Mother is on Coumadin, a blood thinner, which resulted in blood loss severe enough to require 2 units of blood to raise her hematocrit count to an acceptable level. I truly believe she would have bled to death had the woman at the door not been there and called 911. It just drives me nuts to think how much faith she put in this worthless thing. The first thing she would do when she walked in her door was put the sender unit on!! I called and spoke to Life Alert? 2 days later, as expected they pretty much took a who cares? attitude. After being transferred to about 6 different people I was told that my mother had not regularly tested? the system, therefore its tough luck that it didnt work! If she had not tested the unit how would she have known it wasnt working the time she called tech support when they were so rude to her? She also stated to me that another time when she pressed the test? button she was informed by the person that responded you dont need to do that?. Life Alert Responds: We at Life Alert take our life safety mission very seriously. Upon learning of Greg's mother's circumstances, we have spoken to her upon her return from the hospital stay that resulted from her fall on 9/18/07. It is unfortunate that we did not have the opportunity to help her on that day as we did not receive any emergency signal but we are pleased to find that she is doing better. We have made certain that her account is adjusted for the appropriate service period and we have apologized for any inconvienence we may have caused her or her son as they researched the accident. John M. Brady Eva of Sacramento, CA September 6, 2007 Eva of Sacramento CA (09/06/07) There were many people stealing things from Cliff's apartment as soon as they learned of his passing. A few people living close by had keys to the apartment and were stealing things out of it before I was able to have the apartment change the locks, TWO DAYS after Cliff's passing. This not only was a hard time since Cliffy just passed away, but as you can imagine the scavengers living around the apartment were not making matters any better. Chris said to fax him the death certificate and he would see about closing the account out. I faxed a cover letter with copy of death certificate to Chris on 7/26/07 as requested. I sought legal counsel on 5/16/07, [just to note I was named the executor in the will, but was never formally sworn in] the attorney I consulted told me I am not responsible for any of Clifford's bills or personal property. I was just a good friend and I told Cliffy I would handle his affairs after he passed. I also mentioned that I had sought legal counsel, who told me that I am not responsible for any finances of Clifford's estate since there was none. And that there really was nothing for me to do, since I did not go to court to sign or take an oath binding me as the executor, I was just a friend helping a friend. ... Jeremy then stated that and as far as them calling me at work they will continue since they don't have another number for me, and will continue to do so until I give them another number to call. Jeremy said I need you to send 400 or the equipment immediately otherwise we will turn the account over,...I will be calling you again. I interpret this as harrassment, as this is my place of business and is making me very nervous and anxious every time the phone rings, causing me undue stress and interfering with a productive work environment. Life Alert Responds: We were sorry to hear of Clifford's passing on 5/14/07. Upon hearing of Eva's circumstances, we have tried, unsuccessfully, to contact Eva by phone to apologize for the improper collection efforts that were made by one of our employees, who has since been terminated. We do not condone nor is it our policy to demand payment after the death of one of our customer's. Nor should anyone at Life Alert have persued payment from someone who has taken on the difficult and heartfelt role of Executor of a friend's estate. We have made certain that Eva will not be called going forward and we hope we will have the opportunity to apologize to her directly in the near future. John M. Brady Melinda of Carolina Beach, NC July 11, 2007 Melinda of Carolina Beach NC (07/11/07) On May 11, 2006 I received a past due bill for 149.85 from Life Alert. I sent a fax on 5-16-06 explaining that the service was to be canceled a year ago. (I have a copy of this fax. Life Alert refused to grant the 14 months X 49.95 they owe me even if I send the unit to them. I spoke with a supervisor today, 7/11/07 and they continue to refuse to pay the months that service was not provided even through I have documentation proving that it was to be canceled a year prior. The supervisor was very rude and raised her voice to me. Jack of Tampa, FL May 7, 2007
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