Lifeline Avis 1 031

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.

This company may have a good service but absolutely terrible when you try to adjust your service or cancel. They come off as scam artist, refusing to cancel service refusing to answer emails refusing to answer phone calls and they have been harassing at 84 year old mother for months. After the equipment has been returned. They should be ashamed of themselves

somerset council lifeline.a complete waste of time and money dont bother using them, unhelpful and aggressive when i tried to talk to them. they are supposed to be there to help people like me with health problems etc, waste of time.

The real problem is canceling the service. I returned it in January, and am still being billed in March!

Customer support is BROKEN. I got transferred 4 times to the same hold queue.

emails do not work.

On the actual product, its sensitive. anytime you move too fast it get triggered, but otherwise its not bad.

Why is trust pilot sending me emails to up date the review? WHY?

Edit: I'm glad you ( lifeline ) saw this and replied. I have an email the debt was reversed, Let's hope so, but it should never have happened, and when I tried to contact support, it was almost impossible.

Sales and tech support is not bad, but the accounting side is broken. You have to do better.

I am a bit clumsy at times, and I hit the little button once in a while by mistake, even though I wear it upside down to prevent me from hitting it by mistake, but there is always someone there very quickly ready to get help if it is needed. I appreciate having it, for my son often takes his family on trips, so I am here alone once in a while, and it is nice to know help is near should I have need of such. I thank you for that peace of mind.

Mom called Lifeline. Emergency responders came. Neighbor called to let me know medics were there. It was almost an hour before lifeline called me. I need to be notified when emts are called. She is 107. I need to see her if she stays in her apartment or if she goes to an emergency room. Living 20 minutes from her I need to be notified immediately. Thank you. Her Daughter

I contacted Lifeline and purchased a unit for myself. I thought it came with a fall alert wristband. It didn't so I had one sent to me. I didn't want to use the device without the fall detector. This whole process took almost a month. When I got the fall detect device, I decided it wasn't going to work. So I sent the unit back. I requested a refund for the price of the unit and they tell me that it since it had been over 15 days when I purchased it. That I wasn't allowed a refund. This is crap. This cost me $169.00. I will never use this company and advise others that this company is a rip off.

I had a stroke in the middle of the night and lifeline got an ambulance for me and thank them very much

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. However, Lifeline changed the name on the charges from "Lifetime Systems Company" to "4TE* Lifeline Systems Company" and without authorization restarted the charges. The charges slipped through because of the name change and I just realized that four more months have been billed. I have challenged these and am confident they will be resolved in my favor. But the credit card company said that because of the fraudulent way Lifeline operated I would need to keep monitoring for unauthorized charges and if it happens again they'll need to cancel my card and issue a new one.

It worked and that’s what matters

I have calling about a double billing issue that happen on January 5, 2026. It has taken at least 4 telephone calls, and the issue has as of yet to be resolved. Your agent told me to check my bank records. I have and the bank records indicate that YOU were paid because the records show your checks have cleared, which means YOU were paid. So, my question to you is when will this issue be resolved. I can see it's not a priority issue on your part because of your activity or lack on your part. My question to you is, how many more hoops am I going to have to jump through before you DO SOMETHING TO HELP ME? To me it's simple reverse the double payment on January 5, 2026, and everyone will be happy, including you. For my part you are not providing very good customer service at all. Thank you, I hope that your adjustment team will finally do something.

Great service when I press the alarm the agent stays with you and makes sure you get the help you needed fast .

I recommend lifeline to all my 70 Plus friends. I've had it for more than eight years and would never be without it. I've had to use it four times. It's wonderful safety net for people like me---seniors who live alone. It's worth it's weight in gold.

I had a serious fall resulting in a head injury. When I was able to get up and figure out what to do I was delayed by confusion for about 5 minutes??? until I remembered to hit my Life Line button. Getting the request for ambulance services was difficult and delayed. The ambulance arrived in what seemed along time. The agent taking my request for help repeated many questions like who should we call from your list, what is your address, is your door unlocked and how do they gain entry. ?? I yelled "I need help I am bleeding bad get someone here quickly or fast. I guess I sat down in a puddle of blood getting up when the ambulance people walked in!!! TOO many questions by the agent!!!!!

My wrist call button keeps going off when I don't have any emergency. What can I do to stop this from happening??

Measured up to what was said about the service

I wish your company cared enough about cancellations due to parent being admitted to memory care. But your agents, after being transferred to four departments, were more concerned about keeping the service active. So totally frustrating and after reaching the fourth agent, she was supposedly mailing a prepaid return label and two weeks later, here I am. Definitely this company needs sensitivity and listening skills training. I'd never recommend this company. Sales are more important than providing care, see your product from beginning to end.

Good overall and just not happy with having to test connection every month

I received a call from lifeline customer service reminding me to do a monthly system check and we also update my emergency contacts. Your agent was very helpful and everything was taken care of quickly and easily

My sister fell and life line called me