Lifeline Reviews

We had Lifeline for 3 years so my husband could live at home after a stroke. We never had a problem with the service. Fortunately, we never needed to 'push the button". However, they are a horrible company to work with when it comes to billing. We never got regular invoices but paid the agreed upon price religiously. We never thought they would change billing account numbers several times and then added fees without notice. They do not he look for misapplied payments when notified. My husband has now passed but I am still dealing with misapplied payments. Guess I need to pay them extra just to close the account.

Absolute hopeless and apparently captive organisation, more there for themselves and potential shareholders than anyone else, completely goddamn inept for practical purposes, and quite useless unless you feel bored or you want someone to try not to push you right over the edge. Be prepared to educate them on life experience more often than not.

While we were satisfied with the actual fall detection service, there were billing issues throughout our time using Lifeline for both our parents. And it took multiple calls over months to get anything resolved. I can’t imagine how difficult it must be for elderly/disabled customers to resolve issues themselves.

Lifeline is the best choice I could've made. They treat you like family not a customer or a paycheck. They really care about your well-being and safety. Fast response to your concern and safety. With all my chronic physical and mental health issues I'm thrilled to found them on Facebook. Now my children and grandchildren don't have to worry as much as they did about me being alone. Thank you again Lifeline. You saved my life.

I would DEFINITELY NOT RECOMMEND LIFELINE. My Mum has fallen 3 times. Her LIFELINE didn’t activate all 3 times. The first time it FAILED Lifeline said it was a soft fall and that’s why the LIFELINE FAILED. The second time it FAILED she broke her right wrist. The third time it FAILED my 93 year old mother laid on the floor in the dark for 9 hours with a black eye, a concussion and her other arm was broken. Blood everywhere. We found her in the morning. She was in pain and terrified. She is in care now and safe. LIFELINE offered a 3 month refund. Which they paid. I think LIFELINE needs to refund any money we paid to the company BECAUSE IT DIDN’T WORK! So No, LIFELINE didn’t work for my Mum and I would not recommend anyone trust their loved ones with LIFELINE or waste their money on a guaranteed product that FAILED.

Was billed from Lifeline before I received equipment. Didn't need at that point and returned immediately, unopened. They billed me for 2nd month. They told me it would take 30 days to get refund. Now 6 weeks later and still no refund. Have called repeatedly. Told it's pending... When I signed up initially, they withdrew my money within 20 minutes!!! Most seniors are on fixed income. Buyer beware.

I have only had Lifeline a few days but the peace of mind I have had is invaluable.

We received a lifeline pendant that would not charge. I immediately canceled the service and returned the device. 6 months later we are still being billed even though I call them and dispute the charges every.single.month. Save yourself the headache and aggravation, look for another option. Lifeline sucks!

Worst company ever. I will never deal with Lifeline again. I had just received the return address yesterday. Now I’m getting emails saying immediate attention to return the Device immediately but it’s paid till end of the month. Will not recommend this company.

I am very happy with my Lifeline watch. It is very easy to use and I love the heart rate button and the walk and distance one. I was going to buy a walk monitor and now I don't need to do that, Also your staff are great and very helpful.

Worst customer service ever. Took 2 hours NOT to resolve issue. They installed a hardwired system and refuse to uninstall it. Wheelchair bound 92yo. They were rude and condescending. Told me to find a man to help. It was impossible to install new system even with expert's helping. How they stay in business escapes me.

I have been trying to cancel this service for 5 months. I have received confirmation that they received the equipment but I have been charged and continue to receive invoices. No refund has been issued, and I am continuing to call to have this resolved. Cancellation is a horror show with them.

When I was a customer, service was great. I canceled my service in October and returned the equipment. I was told that I had to pay my monthly bill because of when I canceled. That is not the issue. I paid $47.51 on 2/18/26. Billing keeps harassing me for payment even saying that they don’t have a record of my payment. Rollie **

These people are crooks. We used their monitoring system for several years for my elderly mother. She passed away in early August of 2025. Within a couple of weeks I called to cancel the service and I returned the equipment as Lifeline asked. They told me the automatic billing would stop but it continued. I called after two months of charges and they said they would issue a refund. They didn't. So I called my credit card company, stopped the automatic payments, and challenged the charges. The credit card company resolved the disputes in my favor and I thought the matter was done.

We decided to try the wrist system for my mother - my fingers could barely get it fastened, much less the fingers of an arthritic person. We called about switching the wrist equipment out for the necklace equipment. We were told this was an easy process. They would send us the new equipment and then we would return the old equipment and we would not have to pay anything else. We were told to ignore all the billing letters and that she would not owe anything else. This was not the case. They decided that since my mom had the wrist equipment out of their system for “around” a month, that she would be billed for that equipment overlap and that they would change the year dates of service that she had prepaid for by shifting it up a month to justify the extra month of service she was being billed for.

I ordered a Lifeline Wrist Watch that was huge, didn't fit my wrist, was never activated, was returned, they have the proof, but yet they keep billing me every month for the past 4 months.

I found it highly inappropriate that they (the parent company of Life Assure) ask for a donation when I called to cancel the service when our father died…Who in the corporate structure of this company thought that the consumers would want to make this contribution on their behalf in order for them to get a tax break? Heartless, profiteers with no sense of decency.

I contacted Life Line and signed up for a year of service for my mother who lives alone. Unfortunately the device would not connect after several attempts with very poor communication (it said it was connecting but didn't, and then when I read the manual it stated to move to a different location to get connection - doesn't seem like a good solution for someone who has fallen and can't get up). I contacted the company and sent the device back in early October, here it is the middle of January and I still have not received a refund.

So far it hasn't made me too trustworthy. We were told the first thing once the Lifeline necklace is received to do was to press the button to call to active services. The woman on the other end did not have a clue and was wanting to call 911. There was a horrible connection so she called the Lifeline necklace and was talking through it asking if there was an emergency. When she was told that we had just received the the Lifeline Alert necklace and we were making sure it was activated that there was no emergency all she could say was, "OH!! Okay but is there an emergency???" NO!! All we need to make sure is that it works correctly!! Praying this will truly work in case there is a "Real" emergency and my Father needs help!! And no I cannot honestly recommend this to anyone until it is proved useful in case of an emergency.

I had an issue with my mini pendant and they were quick to respond and solve the problem. They were unable to resolve the problem with my existing mini pendant so they quickly sent me a new mini pendant along with a new charger.

Have received a phone call once every week or so about a problem with our credit card. Have called them over and over and no problem exists BUT they still keep calling. Talked to customer service 3 times today. First call dropped, second call put on hold and never came back, third call was told it's a problem with their new system. This has been going on for months. Will find a new company.

I like how they sat down and talked to me. They were not in a hurry to get me off on medical alert. They could actually relate to the small emergency that I was going through. They knew what I was going through. They could relate.

I am a 72-year-old with hearing impairment, and my experience with Lifeline was extremely stressful. I tried several times over many months to cancel my service because I could not use the device. Each time I called, I was transferred to different departments or told someone would call me back, but no one ever did. Even my insurance agent spent nearly half an hour on the phone without getting a resolution. I returned the equipment in October, yet I continued to receive delinquency notices for past charges, with no acknowledgment of my earlier attempts to cancel. Their communication and follow-through were very poor, especially for seniors with disabilities. I hope they improve their process and customer support.

WORST company ever! After being on hold for 30 minutes, a recording said "your wait time is 30 mins". After being on hold for 40 minutes I hung up. Previously I had called and was prompted to press 4 for a call back. 2 weeks later no return call. I started this plan in January 2025. They had my debit card on file for billing. In February, my card was compromised so the bank issued a new card. Lifeline was unable to debit my account. As a senior, I didn't realize this. On Oct 24, 2025, I received a statement that I owed a large amount. They repeatedly called me. Question... why did it take them 8 months to notify me of the problem? I returned the devise and have several times tried to call their billing department. I feel like they are scamming senior citizens.

Disgusted with the performance of this product. For years I was happy to know my grandma had this product as she lived alone until she actually had to use it. She fell and hit her head and was bleeding. She finally got to the is device to use and got in contact with an operator as she couldn’t get to a phone. She was left FOR HOURS all throughout the night until an ambulance was called. Thankfully the ambulance only took a few minutes to reach but I am wondering what we are paying for each month if this product is going to take hours to contact help?

I would not recommend Lifeline Medical Alert Service. Poor response time on calls and poor customer service when cancel service for refunds. Save your money and call 911 if you need help. Do not 🚫 purchase this service!

First time it did not work when my mom fell. No explanation or offer to problem solve it. However, there were two false alarms on record. In her most recent fall, she did not have it on. Fortunately, I was on phone with my mom when she fell and was able to get to her within 10 minutes while ambulance was on the way after we called 911. When I tossed the alarm on the bed, it triggered a fall. This is when I learned LIFELINE changed from a human operator to Ai. It took just as long to connect to the computer as when they had a human. It goes through some preamble then asks, "is this an emergency"? I clearly said YES. I expected a human would come on the call but it did not do anything after that. Fortunately, the ambulance we called just arrived.

Went to a guitar jam session. This particular location doesn’t have cell service. Somehow, my medical alert was activated accidentally. I was impressed how quickly my children were notified and how this service responded. In a way, I’m glad this happened as I know this service will do all they can do to resolve an emergency situation even if there is no cell service available in the location where an incident could occur.

Lifeline doesn't update customers addresses, since my renter moved out over a year ago, and he pressed for help. Lifeline routes the fire department EMS to my home. Since I wasn't home, my door was damaged and they entered my home without permission. Plus, the person needing help probably died.

I just found my new style mini button on the front porch. No notification, certainly no technician like before. I opened the box. There's a new style button and a return label, but no other documentation. I call Lifeline and am connected on a phone line with such poor quality sound that it is almost impossible to understand. I never did get an explanation about why there's no user manual, but the representative did manage to get across that I was expected supply my own box in order to return the (outdated) equipment and take it to the post office. I just hope to God their emergency service hasn't deteriorated in the same way. I've been a customer for fifteen years and it's always picked up when I called. So far.

I'm pleased because the service work good for me, instantly responded and equipment works perfectly as long it stays properly charged and handle with care. Someone is always there for your signal return

The unit works ok as far as I can tell. The customer service is awful. I have used the service for several years. Very difficult to get customer service on the line. If unit stops working you will need to call them once. If their trouble shoot does not with need to call back. They will replace.

While the services were very reliable for my mother who had it for nearly 5 years, the process of cancelling has been a terrible. I notified them a week in advance that my mother was moving into assisted living and no longer needed the service. They gave me instructions on how to turn off and promised to send an envelope to return the medallion. When the return envelope never arrived 7 days later after the service was turned off, I called again and received instructions to return via Fedex. I did that process that very day.

I find Phillips Lifeline business practices unethical. 1. I called to inquire about upgrading my mother’s service from landline basic to fall detection. The person I spoke to said that my mother already had fall detection and she would change it to cellular. She said it would be no extra charge (3 of us were on the phone call and heard this). My mother received the new device with instructions, and how to return the old device..but no information on billing. Her prior bill was $32.95 and now it is $58.63. That was upped with no information and I only found out by calling and pressing!

I really like Lifeline a lot. I've had them a few years now. They are very quick to answer my alert and also are very courteous and kind. I hope to be with this company for many years to come. I feel so much safer at home now and am loving their new machines and new fall alert pendants that are now grey and have a black lanyard rather than a beige one. Thank you Lifeline for making me feel at home at home!

I have chosen Lifeline over my previous medical emergency alert system --- that I used for the past 5 years --- because of their rapid response and reasonable and fair monthly service cost. In addition, working with their Customer Service Department has proven to be easy and pleasant.

I ordered a Lifeline fall detector for my 96 year old uncle who I help take care of. When it arrived and we tested it no one picked up. It just rang and rang and rang. We called Lifeline and they said the unit was faulty and that they'd send us a replacement, couriered over the weekend. The replacement never arrived. A week later, I called inquiring about the replacement and after a few hours of looking into things. I was told that it would arrive tomorrow. They lied, it was never sent. The replacement was mailed out the day after my call and will now arrive in over a weeks time via regular mail. This company cannot be trusted. It will be close to a month that we've been waiting and calling about their product and we still don't have one that works. Now that we have zero trust in Lifeline, we'll be looking at other options.

Please be careful if you want to purchase a LifeLine - I purchased for my 92 year old mother and it was too big for her to wear or carry around. I returned it immediately within 2 days and now a month later I am still fighting to get a refund and apparently I will only get $55 of the $124.00 they charged me for getting this unit that was never even really out of the package. If this is the way they operate I would never recommend them to anyone.

Very disappointed with Lifeline Canada service (Mobile Help Button with GPS). When the emergency call button is pushed, the call is not answered for 15 - 20+ rings. When it’s finally answered it is very difficult to understand the person answering the call (poor speaker quality & often attendant with heavy foreign accent). When cancelling the service after 2 weeks because of these reasons I was charged for 6 weeks (2 weeks issued and full current month). Never again. My Mom will wear her cellphone instead & I’ll check in with her twice daily. Very negative experience with Lifeline.

Buying Lifeline for my Father has been the biggest mistake and I wish I had done a ton more research before purchasing this system and watch. From the start, all of the services are run from people scattered around the globe and there is no direct place business to deal with. The company is so unheard of that major banks decline their charges as fraudulent. After two credit cards being closed because of deemed fraudulent activities, our entire bank account is frozen. Despite numerous phone calls, updated credit card numbers and even ACH information, they are still trying to charge the original credit card for the fees that didn't go through and caused the card to be canceled in the first place.