This is one of the many companies selling in-home alarm systems that are supposed to help the elderly and disabled summon help in an emergency. Some of these systems work better than others; all of them are expensive and, in many cases, the contract terms are objectionable. For example, LifeAlert customers tell us that the company holds them to the three-year contract even if the elderly individual dies before the term is up.
A few recent complaints ...
Carolyn of Lakewood, CA June 26, 2009
I asked my mother to call Life Alert to find out the cost of their system, as the brochure they had mailed us earlier (and their website) made no mention of it.
Before I knew what she had done, she had apparently signed up for this system for 297 "installation" and 80/month. When she told me this, I called Life Alert back and told them to cancel this order, as I wanted to look into other systems. The rep, Paul Jones, said he would put it on hold for 24 hours while I looking into other providers. Less than 24 hours later, he called back and I told him I had decided to go with Lifeline Systems instead. Then he tried his hard sell tactics on me - after trying to interrupt him several times, I told him "shut up". He responded "fuck you" and hung up. I called the phone number back and asked to speak with a supervisor and was directed to Robert. I told Robert what I thought of his representative and their service. He assured me that Paul would be disciplined, possibly terminated, and that if any system arrived we should refuse delivery. I found out from my mother that she has received at least 3 calls from Life Alert since then, including one today from this jerk, Paul Jones. I told her to hang up on him the next time he called, or to have him call me. I can't believe they still employ this guy. I called them again today and was told they had no manager by the name of Robert, so I talked with Steven instead and told him to put my mother on their "do not call" list and if she got any more calls I would report them to that CA Attorney General.
sasha of palm desert, CA June 26, 2009
despite repeated calls to her supervisor requesting i receive NO MORE CALLS, i am still receiving calls from this aggressive sales rep. i do not like being stalked, and i do not appreciate the obnoxious, harrassing, annoying calls. please please please make them stop. thank you.
Debbie of Laurel, MD June 9, 2009
My Mother, lives in Western PA, agreed to this service some time ago prior to her first fractured pelvis in 9/2007. I have power of attorney over her affairs and I reside in Maryland. I canceled this service after I put her in a 24hr assisted living facility in 12/07. Her home is EMPTY and doesn't even have a phone line running to it.
I thought all was well until 30 minutes ago when young Eric from Lifealert called from 'collections'. Eric says he needs his box back or the contract will be billed on July 1, 2009- today is June 9th at 5:30pm ET. I live 5 hours away- one way (there is no airport). Eric and I go round and round about this 'contract' that I thought was canceled. He says that it will be billed.
I ask for a Supervisor and he says he is the Supervisor. I explain that I am a little more educated than to believe that. Eric states he is the Boss and the box needs to be picked up by UPS. I ask well, where is the box or the label for the box for UPS? I get no response. I explain that no one lives in the house and check the call record- the 'button' hasn't been pushed since 07. He says it has. I say, the house is empty and there is no phone service so it was pushed by a ghost and you got the signal how?
Seriously, this company must be stopped- they prey on the elderly and the naive who are too tired to fight so they pay. I am not paying and since I found this site, I will make it a priority that EVERYONE I know avoids this LIFE ALERT in California.
I have just found an address in Encino to mail this 'equipment' back to- its coming eric with your name all over it!
Great equipment that apparently can send messages telepathically. I have to drive 10 hours (roundtrip) to retrieve a box and mail it from Maryland- it will be certified return receipt- so that this CON artist doesn't charge my frail elderly Mother, who is on a fixed income and can't afford it to begin with.
Luel of Durant, OK March 24, 2009
My 93 year old mother fell in her kitchen and when she activated the pendant button, nothing happened. She dragged herself to the living room, pulled down the phone and called me. I in turn called 911 and emergency personnel from the ambulance service and fire department were dispatched to her home. She had sustained two broken bones in her forearm at the wrist.
Later when I contacted Life Alert that their product did not work, they offered to reduce the monthly amount, but did not seem to understand that it wasn't the money I was upset about, it was the fact that the device did not work as advertised. When I read the number off the back of the pendant to the person who answered the phone, his words were, That's a really old number, you've had that one for a while. You'd think their own records would indicate older pendants when they had gone to a new model. I'm disgusted with the whole bunch.
I had the service installed in Aug. of 2005, and she needed help in Feb. 2009. They never sent a new pendant in all that time, even though they said the base unit would pick up the signal if it was weak and automatically send a new one to replace it. That never happened. I have written them for a refund of at least part of the rent. We'll see what happens. Thanks for letting me vent!
Rob of Marion, TX March 15, 2009
My mother just had an angina attack and drove herself to the hospital, 2 stents later she is back on her feet. I was thinking about getting life alert The web site makes you call!! big negative and then I came across the complaints web site about life alert. They need to realize these are real people (mothers,fathers,brothers,sisters)from what i read it is like buy items at walmart and trying to return defect item it doesn't seem like a company really interested in helping. I think I do not want to get involved with a company that cant even have a web site with all of there details (prices ,contracts,rules and policies) Something stinks here!!
Mark of Gladstone, NJ March 2, 2009
life alert contacted me saying they had an emergency installation by e-mail for e. neibling at 12pm est. they said they were not going to pay me because i didn't wait for them to call me back. i had a customer later that day so i did th installion. the son in law rigged it all wrong so i fixed it properiy. they owe me 50.00 dollar plus mileage 60 miles round trip. mrs neibling was very happy i came out and explained how the unit worked because nobody every explained itr to her
I NEED TO GET PAYED I WENT OUT OF MY WAY. PLUS E. NEIBLING WAS BLIND AND THE COMPANY (LIFE ALERT) DID NOT KNOW. THE SYSTEM WAS UNDER THE END TABLE. I PUT IT ON THE TABLE AND SHOW HER PHYSICIAL WHERE THE HELP BUTTON WAS AND TOLD HER TO WEAR THE NECKLACE ALL THE TIME IN CASE SHE FELL. NOT ONLY DID I FIX THE UNIT AND EXPLAIN EVERYTHING TO MRS NEIBLING I SAVED THEM FROM A POSSIBLE LAWSUIT
Mary of Sarasota, FL February 28, 2009
My 89 year old mother has this product and it has not worked for two months. During that time we have tried unsuccessfully to have it repaired. They have sent two filters' which they said should clear up the problem, but it has gotten worse. Today I tried testing it and after the machine said that it was making an emergency call for several minutes, with no one coming on the line, I hung up. I called and was repeatedly put on hold and twice disconnected. After calling another number and being passed from one person to another and then put on hold again, I hung up. This company is extremely incompetent, as well as over priced for their service. Mom lives alone, and this product offers her no security at all (and none to me either). When we were waiting for more than a week for the first filter to arrive, I asked if they couldn't overnight it to us and the customer service rep said they don't have overnight mail! They also told me that the reason she is having a problem is because her phone service is Embarq, and they often have trouble with it...which to me is reason enough to cancel the contract.
Fortunately, she has not fallen and needed the service, but if she does you can bet there will be a lawsuit. AT this point, I just want her out of the contract and I will return the machine with pleasure.
Leif of Fort Pierce, FL February 23, 2009
My 90 year old father was also sold the service for a leased 500 box and 49.95 per month bracelet. He now wants to cancel Life Alert and got the same response as many of your complaint letters attest to. He signed a 36 month contract which cannot be broken or cancelled I was told via telephone. The box however can be sent back at our expense via UPS which I believe my father has done but they are still billing him.
I am trying to protect my father as his power of attorney advocate but I get the same nasty or completely clueless and unhelpful telemarketing people who suggest other extensions to call at different hours and the same prompts go round & round. This company should be put out of business by a class action suit. I also pleaded that we cannot afford this. I have never heard of a contract that cannot be broken. I was not present when the Life Alert rep came to my 90 year olds father house and signed him up. I also have not seen said contract, only the month past due bills that are adding up.
My relationship with my father is heartbreaking he wants to assume his independence by making his own decisions and thinks I am accusing him of incompetency. I spend my time putting out all the fires from several fraudulent entanglements that he has been prey to. Where are the laws and protections for seniors and caregivers?
Richard of Austin, TX February 5, 2009
My mother purchased Life Alert to have the secutory of 24/7 monitoring in her home. Her system is not working and no one is available after 6PM to discuss this with. We pushed the button on her unit several times to try to send an alert and after several minutes with no response cancelled the alert call. I am concerned for her safety. She could have fallen and no one would respond to the alert.
When we purchased the system we were told that the monitoring center would receive an alert and speak with her over the phone if there was a fire or if her monitoring button was pushed on the desk unit or her necklace. We were also told that the monitoring center would receive an alert if her system was disconected. Evidently this was not a true statement since there is no response to sending an alert on her system since it is not functioning and must be disconnected from their system.
She has been paying for this service several years and has not had any real protecton. I am contacting her credit card to stop payment until this is resolved or the service is cancelled.
P. Blazer of Spring Mills, PA January 28, 2009
I tried to find information about their product, but only rceived the same answer from their sales rep.-We'll send you a brochure. He refused to answer any questions! That raises a red flag to me if someone isn't willing to give information out over the phone!
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