Life Alert Customer Service Issues

My parents, R. and P. Willis, had a LifeAlert subscription. In April [redacted], they moved to a nursing home. I informed LifeAlert, provided evidence of their change in status, and told them where to find the equipment at my parents' house. I wrongly assumed the cancellation was handled, not realizing they continued charging my parents each month. Unfortunately, my parents have since passed away. As the estate representative and attorney, I was surprised to discover these unauthorized charges over the past 2+ years. I am requesting an immediate refund on behalf of the estate, as I have a legal obligation to protect its assets. -Jennifer W.

Hello Life Alert, I have a suggestion for a new product to enhance your current service: Senior Check In. Senior Check In offers clients the option for a Wellness Check. Clients can choose the frequency of check-ins based on their health status. The check-in button can be integrated into the existing monitor, and customers can confirm wellness by entering a 3-digit code. I noticed in your commercial a scenario where a person couldn't push the alert button if they were unconscious on the floor for hours. With the Wellness Check In, non-confirmation of wellness could trigger a response to check on the person promptly. This feature has the potential to save lives and provide families with peace of mind knowing their loved ones are closely monitored. I believe this could be a valuable addition to your services.

Last week, my mom signed up for Life Alert after seeing an advertisement. However, she ended up being charged $[redacted] initially and $89 per month on a credit card she never intended to use. Unfortunately, my mom is showing signs of dementia and was pressured to agree to additional services. The installation technician arrived at her house without a shirt and brought his wife and dog along. I was out of state for my sister's funeral, and upon returning, I attempted to contact customer service multiple times with no success. The constant transfers without explanation led me to leave a voicemail. I am disappointed with how companies take advantage of vulnerable individuals like the elderly, lonely, or mentally challenged. Thank you for letting me share my frustrations. Sincerely, P. Miller

I am inquiring about the termination date for our contract with Life Alert. My mother, who lives alone, has decided not to use the monitoring service, and I am unable to change her mind. We no longer require the service, but we are being told we cannot cancel since my mother did not pass away or move into a nursing home. This feels unjust as we are being charged for a service we do not utilize. I am eager to know the cancellation date as soon as possible, as I do not wish to pay for another day of unused service. The service is currently billed to Julie Cash's credit card, although it is my card on file. Being charged for a service we do not use is unacceptable and I intend to share my experience with others. Thank you.

Hello, my name is Shannon Church, and I have been a customer since April [redacted]. I believe my husband signed a three-year contract with your company. I want to share a bit about myself: I am 46 years old and wheelchair-bound due to neurofibromatosis, a condition causing tumors along nerve endings. Most of my tumors are on my spinal cord, resulting in the loss of my ability to walk and limited arm use. I have a caregiver during the day and family support. Despite not receiving government aid or disability benefits, we cover all my medical expenses. At $69.99 monthly, the life alert service is challenging for us. After negotiating, I got it down to $60 a month. I kindly request early termination of our contract, still having six months left, as I have never used the service, except for accidental triggers. Ending it would greatly assist us financially. Thank you for your understanding. Sincerely, Shannon Church

Today's experience left me deeply upset. Upon receiving a life alert notification about my Mom activating her emergency button, I grew concerned when attempts to contact her were unsuccessful. After frantic attempts to locate her, she was eventually found safe at a doctor's appointment. Prior to knowing she was safe, I was frustrated by the lack of specific information provided by Life Alert regarding her whereabouts. Only general points were given initially, leading me on a wild goose chase to find her. It was only after pressing further that I was finally provided with a specific address, her doctor's office. This lack of crucial information caused unnecessary stress and could have been handled more efficiently. Moving forward, I hope for improved communication in similar situations to prevent undue worry and confusion for family members like myself.

I expressed my dissatisfaction with this company on YELP today. My [redacted]-year-old, visually impaired, and hard of hearing mother required a protocol change for emergency assistance. Despite clearly following Life Alert's instructions in a letter, they kept requesting more information and even contacted Hospice directly, causing unnecessary delays. When they called me again stating they needed more, instead of contacting Hospice, I was left frustrated and questioning their process. Their lack of transparency and efficiency was evident when they couldn't provide a satisfactory answer as to why they were calling me instead of Hospice. The nonchalant response from a Life Alert representative when I mentioned considering other services for my mother was disappointing. After a month of back and forth, the protocol remains unchanged. I caution others to be cautious when considering Life Alert as a provider.

I recently outlined a series of events to address the situation involving Mary Marsh, born on February 11, [redacted], residing at [redacted] Spanish Oak, Schertz, TX [redacted]. I am seeking clarification regarding the necessary steps to remove a deceased spouse from an account. Following the passing of the spouse in December [redacted], I, Sharon Young, serving as the primary caregiver for Mary A Marsh, along with secondary caregiver Betsy Spande, encountered a flashing yellow light on the Life Alert box last week. Upon contacting the customer service number provided and going through multiple calls and interactions, including discussions about the requirement of sending in a copy of the death certificate to change billing, we ultimately received a replacement wristband and pendant. After successful activation, Maria instructed us to discard the old pendant. I am now seeking assistance in removing Halbert G Marsh from the account without the need to return the second pendant. Your prompt attention to this matter is greatly appreciated. Thank you, Mary Marsh & Sharon Young

Hello, my name is Hana Shiloni. I cancelled my subscription on either December 14th or 15th, and I returned your equipment as instructed in your email. I expected to be credited for the two months I had paid for in advance. However, I was debited $10, and then refunded $20 a few days later, resulting in only a $10 credit. My VT number is [redacted]. I am eager to receive the full refund as was promised. Thank you.

I am reaching out to cancel the service of a deceased client. She received wonderful service while she was alive. Unfortunately, she has passed, and we, the family, no longer require her account to be active. The phone number associated with her account, [redacted], is no longer in use, and the address linked to the account is [redacted] E. Becker Ln, Phoenix. I am contacting on behalf of the family to request the cancellation of the service today. You may contact me at [redacted]. Regrettably, I do not have the device or the account's secret number at hand, which caused the automated system to disconnect me swiftly.

I am reaching out on behalf of Michell. Her son has been taking care of the bill, but unfortunately, he has fallen behind because of his recent health issues and leg amputation. Michell mentioned that the service might be suspended tomorrow due to nonpayment. Given the circumstances with her son recuperating in the hospital, is there any assistance available or funds allocated to help in situations like this? Your support during this challenging time would be greatly appreciated.