Lifeline Avis 1 030

Malak and the entire organization has been absolutely the most professional and efficient, 5+ Stars does not describe the total experience with this group of people. Flexibilty, efficiency, professionalism, caring and compassion is their mantra. We will always be grateful for their care.

Lifeline has always been there when I needed help.

Being answered promptly. Asked about injury, bleeding, etc.
Understanding what happened and I needed lift assistance, not being brought to hospital.
Fire Dept responded after being notified by Life Line to respond for lift assistance.

Excellent service.

They are quick to respond and it makes me feel safe in my home.

Thank you for helping my Mother JoAnn, please call all numbers when she falls. She gets overwhelmed and doesn't call people for help.

Lifeline failed me completely. I had gone out on my balcony to Close the door since cool night air had set in.
I am paralyzed from the neck down so I was obviously in my Motorized wheelchair. A pull cord was wrapped around the Door handle To expedite closing the door. The cord got caught somewhere on the wheelchair and would not allow it to move and me to re-enter my room. I was stuck out on the balcony in The cool night air while on antibiotics to clear a lung infection. Caregiver had gone on a break. Since I do not have the strength to push the button on lifeline I knocked it onto the floor. That should set it off and I could get a response and have lifeline call my caregiver. Lifeline did NOT go off and I was stuck out in the cool night air for 2 hours. That's how long it took caregiver to finally check-in on me. She picked lifeline up and threw it down. It took a couple throws before it finally responded. Lifeline failed me. Completely.

Watch out. They take advantage. My mother moved out of her house, into assisted living in , and we had to move her out of a large house. We asked to cancel the account. 4 years later, they were charging her huge amounts. This is because they won't deactivate the account until they receive the equipment, even though you tell them to close it. It's very convenient for them. The equipment is worth $300, and I imagine, when you are trying to clean up a house in a place you don't live in, for someone who has moved or died, it's very difficult . We lost thousands and thousands because it is now lost.

Here is a warning for future customers. It is so easy to start this service, but trying to close your account with this service has been so difficult and it’s so stressful talking to these people because they don’t want you to close your account.

My grandmother discontinued her service back in February. I called you in March because you still billed her account. She hasn’t gotten a refund yet and you billed her for April if you do not return the money I’ll be contacting the office of the Attorney General. And any other regulatory institutions I need to including law enforcement because at this point, you are literally stealing from a senior citizen. Last I spoke with you, you reassured me multiple times the account has been closed and she will no longer have money withdraw from her bank account. 

Trying to resolve a billing problem. On hold off and on for a very long time, passed to different people ( some that spoke terrible English). Problen was NOT resolved. Will probably switch to a different company.

Quick response.
They were so comforting and gentle and polite.

It is helpful to know I can get help quickly.

Whoever designed this latest button and rope, apparently doesn’t have to wear. It. Button is too sensitive. Rope is very uncomfortable.

Every time I ask for help, I receive it.

IGNORANT staff, for 2 hours, told us to UNPLUG a HARDWIRED system and refused to listen. The very worst question was “Can’t you get a husband or son to help?” We are 2 technologically able females frustrated by the unresponsive staff. At 92, I despair for our future with regard to gender equality. They installed this system and refused to uninstall it,

After several days of trying to report a fault with my mother-in-law’s care line unit and getting no response, I made a formal complaint.
Kelly C got back to me very quickly, listened to my concerns, and was genuinely apologetic. She resolved the issue within minutes and arranged replacement equipment, which arrived the very next day as promised.
She achieved in 15 minutes what multiple calls to customer service over several days could not. Her professionalism and caring approach really stood out.
Customer service teams supporting elderly customers and their families could learn a lot from Kelly’s example.
Thank you, Kelly, for your excellent support and for resolving everything so quickly.

The service was fine while we had it. However, when we needed to cancel, it has taken 5 months and they are still attempting to bill me after confirming all equipment was returned. I am waiting for a refund and reversal of the invoices.

My 97-year-old mother-in-law was a loyal Lifeline customer for over 12 years. She lives alone and depends entirely on 24/7 fall detection monitoring.
On December 28, 2025, she tested her fall pendant and discovered it was not functioning properly. What followed was not just a technical issue — it was a complete service breakdown.
For over a week, she was left without reliable fall protection.
During that time:
• The company’s AI system repeatedly blocked access to live agents
• Technical support was not available on a Sunday. We were directed to an incorrect technical support phone number to call on Monday
• It was extremely difficult to reach a human who could resolve an urgent safety issue
• Shipping was sent standard USPS (7-10-day delivery) despite the life-safety implications. No expedited shipping was offered
• Replacement buttons arrived without pairing instructions and did not work out of the box
• There appears to be no effective way to log or track a formal complaint
• At 1 month after the equipment was returned and delivery confirmed, she received an automated call informing her that her unit was "offline" and she should check it. It took 4 weeks to determine that? A few weeks later, she received a second "your system is offline" call
• After 2 months a “delinquent account” letter arrived claiming she owed for 2 months service

For the 2 weeks it took us to resolve this issue, family members had to rearrange schedules to ensure someone was always physically present with her because she feared falling without detection.
After 12 years — including two successful emergency dispatches — this experience completely eroded our trust. We engaged another provider who delivered functioning equipment to her within 48 hours.

Medical alert systems exist for one purpose: reliability during vulnerability. In this case, the systems — technical, customer service, and operational — failed at every level.
No elderly client should be left exposed due to preventable procedural and systems failures. I report this so other families can make more informed decisions about which medical alert provider to trust.
EDIT 3/29/26: It would have been more useful to have access to a supervisor during the 2 weeks of stress and worry we suffered in January. We asked more than once to speak to one while we tried to resolve what was happening. Your agents informed us they could not transfer our call to a supervisor. My impression is that your people (when we actually spoke with a human) were doing the best they could to provide care but your systems and processes impeded them. Most of my concerns were alleviated when we fired Lifeline in January. Perhaps you could warn future customers not to have technical difficulties/equipment failures on weekends or during holiday week? Or at all? And to expect to wade through unresponsive/misdirected AI assistants before you might speak to a human? Lifeline needs to do better.