Lifeline Reviews

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.

My mother had this service for over two years. The service was reliable and the call takers very helpful and expressed concern for her wellbeing. However, after her passing and their notification, I was billed for two additional months. I have been contacting Lifeline on a regular basis and still have not received the promised refund after more than 4 months.

Have been waiting four months for Lifeline to cancel my father’s account and refund the autopay they haven’t cancelled. Made numerous calls and emails. Emails never responded to and on calls, was told they were going to cancel and refund the months they keep charging, but am still waiting. The unit was returned, yet still no refund. If we need this service again in the future, we will be looking elsewhere.

Do not waste time and money on Lifeline. Did not detect some falls and customer service was hard to understand. Promised to have tech investigate and call me - it never happened. Now cancelling service and prepaid return envelope no good so have to pay myself. Billing says we have an outstanding payment which we do not. Frustrating experience.

We arranged for a Lifeline for my mum after she suffered a stroke. The set-up was smooth and we had a very empathetic representative come to her home to explain the technology. All fine until we experienced several false positives for falls, which were very stressful for myself and my siblings. The tech was upgraded and the issue seemingly resolved. However, last week my mum suffered a cerebral bleed and fell. The system did NOT register it and my mum lay incapacitated for hours. The system was in place, and paid for for years, and failed miserably on the one occasion we needed it to work.

I was very happy- when my parents finally agreed to getting a medical alert system. I immediately recommended they get the Lifeline medical alert system- as I often recommended it to my patients and their families (I have been a healthcare provider in the community for over 25 years). Unfortunately after about a month they decided that they did not want Lifeline. I told my parents I would send the equipment back and cancel the services for them as they are 86 and 93 years old and it is difficult for them to hear on the phone.

At 3:00 in the morning the phone starts ringing. Lifeline calling to see if everything was ok. I figured I rolled over causing the button to be pressed on my pendant. The next night, I took the pendant off & put it in the pocket of my robe. 11:00 at night & the fire department is knocking on the door wanting to know if I'm ok. Before going back to bed I was talking with my wife about what happened & all of a sudden the red light on the box starting blinking as though another call was being initiated. The pendant was not being touched. I turned the box off before it made another call. I don't want the fire department breaking down the door tonight so called Lifeline & canceled the service.

I received this equipment per my request. They were very quick to charge me the monthly fee even though the equipment was never plugged in. When I called trying to return the equipment I kept getting a recording for the cancellation department. I then picked a different cue and finally received a human being. They were very rude and short and sent me a return label. After returning the equipment 3 weeks later they still charged my credit card. Tried to call the number on the return letter they sent and it just kept trying to sell me their equipment again. Finally got through to someone after researching other phone numbers for them. They confirmed the equipment had been returned and now I have to wait for a call from the credit department. I have my doubts that will ever happen. Worst company ever to deal with.

I work at an assisted living that uses Lifeline products and the products themselves work very well. I've had to call on tech support plenty of times and they are good at fixing the problems brought to their attention if it's fixable over the phone or through screen sharing with computer. Where their tech support falls very short is if you physically need a tech to come out in fix something.

I am unable to keep the service because Humana is no longer paying. I've called 3x in a month to get a return label. But have not received one. I fear I may end up responsible for paying for expensive equipment because they won't provide a way for me to return it.