Lifeline Avis 1 032

My mother used this service and had to move to an assisted living facility. We tried to stop service but impossible to deal with customer service and not given any shipping label to return device. Over a year passes and suddenly she starts to get monthly bills in December and January. I call customer service and have a 2 hour wait time and no call back. Call the next day and get bumped from one department to another for 45mins. Still no resolution. Next call is another 45mins and they drop the call. I am told she has a bill for $379 for not returning the device they never sent a label for. Shady business practice and the worst customer service I have eve experienced. I still have to call again to get rid of these people...The company responded to this with a call and I found out even more shady business practices in my discussion with the customer service rep. They bill at the first of the month so whenever you need to cancel service you can't be reimbursed for the rest of the month that the device is not in use. Say a loved one passes on the 4th day of the month and you cancel service returning the device by the 10th. You will not be reimbursed for the remaining days of the month that are already paid for. So now they can send out your old device to somebody else and bill them for the same month and double dip on the payday. Yes, this is legal but it does not make it right. This was one of the worst companies I have had to deal with since becoming my parents POA. This company is disgusting. All they want is your money and they don't make it easy to get rid of them once the checks start coming to them. Proceed with caution if you dare to at all.

I have contacted Lifeline and requested to opt out of auto-draft. I have had to call Lifeline 3 times because this company keeps auto-drafting my account without my permission, whenever they feel like doing it. I spoke with a manager who assured me that my payment method was removed a few months ago. As of January 2026, I have another unauthorized charge from Lifeline on my account. I will call customer service to make a payment or I will mail a money order. This is making me very angry this company is not to be trusted. Lifeline saves your payment method on their system after being told not to save payment information. Lifeline will not remove your payment information after asking to be taken off of auto-drafting. I wish I had never signed up for auto draft I will be going to my bank. To end this for good and I will be finding another company to do business with.

Easy to pair the bracelet with the receiver.

I am happy with the service I have received, and recommend Lifeline to others

Lifeline and the representatives are awesome, reliable and attentive. Their follow up is also something that gives us assurance in the lifeline process.
Thank you for everything you do to help us keep our mother safe at home!

Great Service, They came when I needed them.

Calling Lifeline to speak with a live agent regarding response concerns was excruciatingly painful. I was on the phone over 2 hours which entailed 5 different calls in my attempt to speak with a “LIVE”agent & NOT Lucie or Rosie or ANY AI Virtual Assistant. As a Medical Alert Response System, there should never be any Virtual/ Computer responses. It was a beyond frustrating experience. The LIVE agent finally admitted she was responding from an “off shore” location & there are NO Customer Service Managers??? Very shameful, disappointing experience for the $$$ we pay in the hope /expectation our Family is able to obtain Medical Support/Assist when needed.
Mary
Registered Nurse
Patient Advocate & DPOA

Nice and compassionate personnel.

always always there when i push. That means something even if it's just a test!!

Extensive billing problems, no returned phoncalls, poor customer service, problematic business practices, long phone hold times, potential illegal business practices, privacy violations, and ethical violations.

HUGE 120% quarterly price increase in December 2025 compared to Dec 2024.

I have just asked to cancel my mothers contract as they have just taken £91 for the next quarter (Dec to Mar) a price increase that is 120% more than the £41 we were paying last December. I called to see why and was offered a discount but they still wanted over £70 so I said we can't afford the luxury any more now mum is living with me full time anyway and no longer home alone. We pay 3 montly in advance and what has really annoyed me and caused me to write this review is that i have effectively had to give 3 months' notice as they would not refund the payment pro rata if i cancel now.... so basically if you pay by DD they can take what they like and you can't dispute it and get a refund. To be fair they did email a few days before the DD left my bank but the strapline of the email just read "your Lifeline DD is due"... and as they send these quarterly to remind you and my annual increase is normally March I did not bother to open and read the email. I do feel the strap line of the email should have alerted me to the fact that there was a price hike especially as the increase is normally annually in March as my annual review starts in April. I feel this is shark practice as the company is price hiking and not openly notifying people to confirm they are happy with the increase but embedding it in an email most people are not likely to bother to open.
Rather devious practice I fear so BEWARE

My mother had used the service regularly when living on her own and some operators immediately sent assistance but others have been less helpful to be honest and at mid 90s mum has been stressed and has had to insist they send an ambulance on more than one occassion in order to get the help she needed when I lived 1.5 hours drive away.

Mostly the operators are lovely and helpful but be careful as I had no idea they would hike prices by so much and guess we are not the only ones shocked by this huge increase in the space of 12 months.

Speaking with Tina cleared up some questions about my Base Unit. I was told by Ben that the Base Units were no longer used, and to disconnect mine. So, when I disconnected it, I received a letter stating that you could not contact me. I reconnected it, so everything should be ok now. Some of Your people need to give out correct advice.

Quick, responsive, personable

Was making changeover to celluar based lifeline. Received new monitor by mail and had instructions for set up that were easy to follow. Made all changes necessary via phone.

Lifeline sent wrong device and is trying to charge me an additional $281.47 for their mistake. I had Fiona identify herself as a mgr and said price was $515.40 minus what I initially paid, so I would owe an additional $125. I paid $127.75 and every person at Lifeline says I still owe and the prices keep changing. Nate said lifeline can give any person a different quote for same product so no consistent pricing. Gary at ConnectAmerica also verbally agreed to $515.40 and said he was corporate and confirmed multiple times. They refuse to have a mgr call me and I’m lied to about who is a manager and what they tell. I have so many notes. Now they are threatening to suspend service for an 86 year old senior. Gary said if a mgr quoted price, they have to honor. Refuse to give me invoice and explain $281.47. It’s additional cost for a wireless device they sent in error and mom has never had/used cell phone or computer. Also Lifeline is charging for two devices, a landline and wireless. Tired and frustrated that no one there will assist. Cannot even get them to confirm $515.40 is amount next year because they can change that at any time. I have tried to pay to end this senior fraud, not honoring verbal agreements but want a receipt. Gary promised one to show I paid 127.75 and now cannot get that. They have two systems and won’t look at old notes and have been changing them. At a loss for what to do. Being grossly taken advantage in Illinois.

Update:
The day after I wrote this review, the company any called me and they apologized and refunded the balanc e due me

Connect America Medical Alert.... If you want someone to answer your request for help in a timely manner Do not purchase.
They take forever to answer the phone then transfer you.
They want you to test the system once a month, to do so they want you to call then to let them know you are testing. Well of course you get an immediate answer then.

I had paid for a year. I have canceled the service and ask for a refund. They said they will refund 30 days after receiving the unit. They received the unit on November 3, 2025. I called them the day they received it, to remind them I am due a refund. They stressed the 30 day delay.
On December 11th, 2025 I called again and it had not even been submitted. So, Paul said he would expedite it and he should get an answer with in 24-48 hours and he would call me. I did not receive the call. I do not write negative reviews unless the company I am working with fail to meet their obligations. Now I will contact the Better Business Bureau.

I recently filled out this survey. I very happy with LifeLine .The professional team is quick to respond and they make sure that I am fine. The device is very sensitive and frequently goes off as I Am changing positions vduring my sleep.

I have had Lifeline since a terrible fall years ago. Then I had multiple surgeries which made me more vulnerable to falling. I have had to use Lifeline several times and the response is quick and the person answering is kind and professional. Unfortunately, I hit the button around my neck by acident many times since it is sensitive(which is a good thing. The staff always is kind even when I call them by accident. I recommend this service to everyone in need.

I fell in the closet. Couldn't get out. Could hear life line.Couldn't hear me. They kept calling.
I could have been unconscious, had a heart attack
Instead of calling EMS They called my contacts.
I am very disappointed with Lifeline. Looking at other
companies.
Have you changed your procedures?