Complain about a product or service

Life Alert - Service

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Andrea of Rowley MA (9/11/04):
My husband contacted Life Alert for his mother. He asked that the company NOT send anything because she is 84 but, instead, have someone come to her home, install Life Alert, and make sure it worked. The company did NOT do that, and consequently, the system did NOT work when my mother in law fell, broke her pelvis, and had to drag herself across the room to call for help - altho she is paying for the system!

The doctors are still assessing the damage. She will be in the hospital at least a month, in rehap for six months, and we still don't know if she'll even walk again. We are so upset and angry that the Life Alert company gets away with this type of bad service that results in serious medical problems for the elderly.

Rosalie of Bayside NY (9/10/04):
Everytime I tested the unit for an emergency - there is no response. I think it's useless and it's all about making the family feel guilty. When I called to find out where I can return the unit, I get the run around or one person hung op on me. What's really going over there?

Jannie of Norwalk CT (12/8/03):
I contacted Life Alert service billing department on 9/19/03. I informed them that the unit which was connected at my father's home in Rocky Mount, NC had not been working since March 2003. My Dad had called the company at that time to let them know. He was told that there was nothing wrong with the unit. Since he is an elderly person, he did not tell me that it was not working until he ended up in the hospital. I had questioned him on why he did not utilize the LifeAlert system which prompted my call on 9/19.

I contacted the billing requesting a credit or refund of monies due to the fact that the system was inoperable for that period of time. I was directed to the service department. I spoke to a Buck who said the system was working. I told him it was not and to please have it fixed. He said that he would look into it. Well I call my Dad in NC to see if indeed the unit was repaired. My Dad told me that the repairman had called about the unit and tested it to see if he had repaired. It was repaired at the time.

I then called back to again request a refund for the time the unit was broken. I was referred to the Account Manager, Opher, by the billing rep Joel. He informed me that I would not be getting a refund. I told him then cancel the service. He told me I could not cancel the service nor was I going to get a refund or credit.

Later, I received a call from my Dad again stating that the unit was not working. In fact, he had to call the local telephone company repairment because he was told by the service rep that it was his local telephone line. Well, the local telephone company checked the line and the line was fine. My Dad then began to have trouble with his telephone lines and discovered that it was the LifeAlert unit. When he would disconnect the unit, his telephone line was fine and the unit did not work at all. I called again as was told I would not get a refund or credit.

I proceeded to contact my credit card company and instructed them to deny charges for this unit which was not working. My credit card company took off the charges and notified the company. I found out later that the charges were put back on my credit card because Life Alert stated that I had a three year contract and that they would send me the contract which I had signed. I in fact did not sign a three year contract no did I ever get a copy of one form Life Alert.

Damage Resulting: I have been paying for a servcie and equipment that has not worked since March 2003 and still is not working and am unable to get a credit or refund for the time the unit was not working. The company refuses to do so.

Helen of Annapolis MD (6/25/03):
This system is supposed to provide emergency help for my mother who is 87 and lives with me. The system apparently has been wired to another person's home and under their name. I feel that my mother, who is on a limited income has been paying a direct withdrawal payment for a service that she would never have received if she had called for help.

My mother, who is on a limited income, has been paying for a service she would not ever have received due to the fact that the company did not have the monitor wired to this address! It has now apparently been taken care of only because I told them repeatedly they had the wrong house! I think the first time they were told this was not the right address, they should have been diligent in fixing it. It seems to be a very serious mistake that could have ended in disaster. We were depending on the monitor for the safety of my mother when she was alone.

Gladys of Los Angeles (5/22/03):
Came to home - threatened, using foul language and aggressive behavior. Bully-like actions, when I stated I would think about it. Left without leaving a business card or paperwork to think about. He was Caucasian but turned purple in rage.

Damage Resulting: Fear - of bodily harm.

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