Philips Lifeline

Name: Philips Lifeline
Rating: 2.6

2.6

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73 User Reviews

3.1

Overall Score

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2.6

star star star_half star_border star_border

73 User Reviews

3.1

Overall Score

Compare

The Good

The Bad

Bottom Line

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Company Details

Monthly Monitoring Price

Starting at

$29.95 - $49.95

Equipment Fee

Starting at

$69.95 or $119.90

Activation Fee

Starting at

$50

Contract Length

None

Warranty Length

1 Year

Maximum Range from Base Station

Varies

Time in Business

50 Years

Company Headquarters

111 Lawrence Street, Framingham, MA 01702

Number of Reviews 73

info Source of Information

Author: Kaitlyn Short

LAST UPDATED: October 31st, 2024

As a psychologist and gerontologist, Andrew S. Dibner founded Lifeline Systems in 1974 to give elderly persons a viable solution to getting emergency medical help. The company initially sold its services to commercial entities, such as hospitals and other healthcare facilities, and has since transitioned to selling directly to consumers.

Today, Philips Lifeline remains one of the top medical alert services in the United States, having served over seven million customers.

The company's medical alert service doesn't require any long-term contracts, and multiple medical alert plans are available. Read our Philips Lifeline review below to see the pros and cons of the medical alert company.

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The Good

Fall Detection Available
No Long-Term Contracts
Variety of Medical Alert Packages
Worry-Free Batteries
Waterproof Devices
Choice of Landline or Cellular Connection
Easy Installation and Optional Installation Assistance

Fall Detection Available

Philips Lifeline's fall detection feature, AutoAlert, uses smart sensors to identify a fall and automatically send an alert to Philips Lifeline if a fall is detected. This means customers don't have to worry about pushing their medical alert button themselves, especially if when they fall, they are unable to move.

Philips Lifeline's monitoring center will notify family members and emergency responders immediately and will send help without the customer having to do anything. There is also two-way communication in the medical alert pendant, so you can speak to the emergency operators directly if desired.

No Long-Term Contracts

Philips Lifeline does not require customers to sign any long-term contracts for its products and services. This can provide peace of mind for people who want the freedom to cancel their medical alert services if need be.

Variety of Medical Alert Packages

Philips Lifeline offers in-home and on-the-go medical alert systems. The on-the-go GoSafe system includes mobile solutions with six locating technologies, including GPS and Wi-Fi, to help locate the medical alert customer simply and quickly. Philips Lifeline's alert pendant, base station, and other equipment for all of its offered packages are rigorously-tested, medical-grade, and FDA-listed. Package details are below:

HomeSafe Standard

Activation fee
Free equipment
Pendant or wristband
At-home coverage
In-home communicator with two-way voice communication
Landline or wireless connection
24/7 access to help
Month-to-month billing
Personalized response plan

HomeSafe with AutoAlert

Everything included in HomeSafe Standard Plan
Pendant only
AutoAlert fall detection

GoSafe 2

Everything included in HomeSafe with AutoAlert Plan
Free activation
Equipment fee
Coverage for at-home and on-the-go

Worry-Free Batteries

The emergency button has a lengthy rechargeable battery life. The communicator unit has up to 30 hours of battery backup, which gives you access to help even during power outages. Philips Lifeline automatically replaces the battery for the HomeSafe products when needed. The GoSafe products have a year warranty, but the user is responsible for replacing the battery when needed.

Waterproof Devices

Philips’ medical alert devices are water-resistant and work in the bath or shower where falls are common. This gives customers extra protection and makes it so they don't have to worry about taking the medical alert device on and off.

Choice of Landline or Cellular Connection

In the medical alert industry, it's common for companies to offer plans that include either a landline connection or a cellular connection; most often you can't choose a plan and then decide whether or not you want it to be cellular- or landline-based. Philips Lifeline allows customers to choose which one they'd prefer. Keep in mind the cellular versions of the medical alert plans are more expensive, and you'll still pay an activation fee regardless for both options.

Easy Installation and Optional Installation Assistance

Philips Lifeline comes with an easy step-by-step voice-guided installation process. Upon request, Philips Lifeline can send a skilled technician to your home to ensure that everything is installed properly and that the system is securely connected to the monitoring center. This is a unique offering within the industry, as most companies don't offer professional installation as part of their medical alert services.

The technician will call you to schedule a two-hour time slot that works with your schedule. Be aware that the optional installation help does require a one-time installation fee. However, you can also have the equipment mailed to you so you can set it up yourself for no additional cost.

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The Bad

Range/Distance Limitations
Expensive Pricing
Activation Fee
Equipment Fee
Delayed Shipping
Negative Reviews
Missing Certifications

Range/Distance Limitations

Philips Lifeline doesn’t have a specific range from the base station for its products. The range of the base unit to the help button varies depending on the specifications of the house itself. The company also warns the range in and around your home must be tested.

The mobile Philips Lifeline system has coverage anywhere with AT&T service, but the range varies depending on cell tower coverage in that particular area. However, this is to be expected with most medical alert devices.

Expensive Pricing

Philips Lifeline pricing is on the higher-end when compared to other medical alert providers. For example, Medical Guardian, the #1 rated medical alert company on the market, has a landline-based medical alert system that is around $30 per month with no activation fee or equipment fee. Philips Lifeline, on the other hand, has a comparable landline package with a $60 monthly cost and a $50 activation fee. Although Philips Lifeline's package includes fall detection, Medical Guardian offers automatic fall detection for only $10 extra per month. Philips Lifeline is still significantly more expensive.

Activation Fee

For all of Philips Lifeline's at-home medical alert systems, a $50 activation fee is required. Activation fees aren't uncommon, but many top-rated medical alert companies don't charge an activation fee, regardless if you choose a mobile or home-based system.

If you opt for Philips Lifeline's GoSafe 2 mobile plan, you won't have to pay an activation fee; however, you will need to pay a one-time equipment fee.

Equipment Fee

As noted in the previous paragraph, Philips Lifeline charges an equipment fee if you purchase its mobile plan, GoSafe 2. Competing medical alert companies don't charge equipment fees unless it's for high-tech equipment, such as a medical alert smartwatch. It's definitely disappointing Philips Lifeline charges nearly $100 just for a mobile medical alert help button, especially when the majority of medical alert companies on the market don't charge for this type of equipment.

Delayed Shipping

Philips Lifeline GoSafe 2 mobile plan takes 6–8 weeks to ship. This is quite the delay and could be inconvenient if you're looking to have medical alert protection as soon as possible. The at-home plans ship quicker, closer to 2–5 days.

Negative Reviews

More than half of Philips Lifeline reviews are 1 or 2 stars. This is disappointing and alarming when you want to trust the medical alert company you choose has happy customers. Given its low star rating, that doesn't seem to be the case with Philips Lifeline.

Missing Certifications

Philips Lifeline notes on its website that its response center has a professionally trained staff, but it does not state if the response center is CSAA Five Diamond Certified or if its staff has specific certifications.

A CSAA Five Diamond Certification means a company is nationally approved with security excellence. To be certified, companies are randomly inspected to ensure they are meeting industry standards for customer service, security, and safety. Without this certification, it's difficult to trust Philips Lifeline has a high-performing response center, especially since the majority of highly rated medical alert companies have this certification.

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The Bottom Line

Unlike many medical alert companies, Philips Lifeline pricing includes an activation fee for its landline packages and an equipment fee for its mobile medical alert service. Philips Lifeline's monthly cost is also more expensive than medical alert providers who are providing similar services, and quite often, more medical alert features for less.

Although the equipment is easy to install, Philips Lifeline does offer customers the option for professional installation for an additional fee.

With affordable pricing and customer reviews being such an important factor when choosing a medical alert provider, we cannot confidently recommend Philips Lifeline since the medical alert service has high pricing and negative customer feedback.

We suggest looking into other top-rated companies before making your purchasing decision. Many companies on the market include cheaper monthly prices, no activation or equipment fees, and higher quality products with better customer feedback.

Read Philips Lifeline reviews below to learn more about the customer experience.

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User Reviews

Star Rating

2.6

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73 Reviews

Review Breakdown

5 grade

27%

4 grade

12%

3 grade

2 grade

10%

1 grade

51%

Sentiment Criteria

Value

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Quality

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Diane Hermann

Expensive! Installation and monthly fees higher than other companies. In June I called to stop service after having knee repair. I returned the equipment in June and they acknowledged they received the machine. The last payment was in early July. They continued to withdraw payment in August and when I called, admitted I had a refund coming. Tomorrow is November 1 and I have made several calls to the company. The response is always the same., "The check is in the mail" or "2-4 weeks" or 4-6 weeks. No refund in sight yet. Poor customer service. I don't believe a word they say any more. I am due a refund and will not recommend this company to anyone.

1 month ago

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Krista E

Lifeline updated the pendant technology in early 2024 and it was too sensitive. It doesn't work for in-home seniors. Whereas we had 2 legitimate alarms over the first 2 years with the service, in the last few months we had well over 7 false alarm over a few month period, sometimes two times a day. When we asked them to be honest about the change resulting in a too sensitive product, they skirted around it and it was only when I cancelled and mentioned the reason. It was only then that they offered to change the product back to the old one. We cancelled beginning of the month and I asked if my mom would be charged again and I was told no. Lifeline immediately started harassing her for the components to be mailed back. She was charged mid-month following the cancellation. I called to ask and they said her account is beginning of month and we did not cancel within the contract 7 day period. Why then is she charged mid-month for a month to month account? Why were you harassing her for the device when she could be using until the end of the month? It just smacks of elder abuse and fraud. How is a senior to keep track of all this? I would not recommend Lifelife. They have had their peak. They are no longer the leader in this now crowded marketplace.

1 month ago

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Donald Cox Burbank, CA

After my wife passed away, my daughters said they wanted me to have someone to contact me if I needed help. They investigated Philips Lifeline, and decided it was the very best....so, we called and purchased the unit that will allow me to go anywhere in the United States and have the coverage. When I went to Florida, for my Granddaughter's wedding, I notified Lifeline to let them know I was in Florida (I live in California). Since my daughters were at the wedding, I had a Responder there, in case they needed to contact Lifeline. THIS IS THE BEST INSURANCE ANYONE TO RECEIVE! I feel I am totally covered for any mishap I may have. I had to wait for my unit to receive, but it was really worth it. I recently discussed this with my sister (who lives alone in another town), and she is going to subscribe foe this service. I anyone lives alone it is the best insurance for that person and their family. I would recommend Philips Lifeline to everyone.

6 years ago

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B C MD

First tried a different company and didn't like the type of pendant that didn't look strong, but worst tried testing it a couple of times and the response took too long and at the third time they kept me on hold. Needless to say, I switched companies immediately and tried Philips Lifeline. Very satisfied so far. Has been using them for over a year. Can use them in Puerto Rico and they connect with the landline and my cell network there. I life in Texas. As far as service very prompt and responsive. By the way, used them before for mother in law. I like they have the GPS to locate and the fall detection feature. Will likely recommend.

7 years ago

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Dortha Headrick Moscow, ID

I have been well satisfied with my unit. Had numerous trips to ER since purchase which came to me thru a local nursing home center. Actually get check-in calls when my necklace was too active during the night when I got up for a bathroom visit so it is a good unit for me. Works well in my area as far as I know and very well for me at any rate. They came one day and even told me my battery needed changing and they changed the necklace more than once too. I NOW do not need a land line for it tho still have one which I wouldn't let go of for any reason. Highly recommend my Phillip's unit. Local ambulance came several times when called since I got the unit.

7 years ago

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Doris L Schuetz

I upgraded my service to the GPS option. I've fallen several times and it called me no matter where I was. I live in IL and was in Phoenix by myself staying in a hotel. I fell on the ceramic floor in the bathroom. I was able to get up and knew I didn't have any injuries so I didn't push the call button. In a matter of a few minutes I heard a voice clearly say my name and then said "Doris, you fell didn't you." Yes I did. I was shocked with the speed in which they called me. I was in Phoenix with my home base in IL and the person calling me was in Boston. That is the service I hoped for and they delivered. I would not be without my GPS system. I can't say enough about Phillips Lifeline.

7 years ago

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Cathy Charlotte, NC

My family used this for our father and it was an awesome product. Dad fell a number of times and within a few seconds Phillips Lifeline was calling his house. They also notified me or my sister. There was never any issue of range and even worked in Dad's back yard. This product worked so well that my husband and I got the same system for his mother in Connecticut. The pendent or wristband is fully waterproof so it can be worn in the shower and never has to come off. When my dad finally had to go into assisted living, Phillips made it easy to return the equipment and stopped the billing immediately.

7 years ago

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Jane Harmon Dallas, TX

I have been blessed to have a Lifeline since the early 80's. Always great service. It is the choice of state Medicaid programs and so many agency providers, for good reason. While I'm comforted that help is not far away, I'm also comforted by Lifeline's measured response. If I knew that I had a button to call 911, but I would land in the hospital as a result, I would probably never press that button! I feel so much better that when I press my Lifeline button, we can discuss my need. Better that my neighbor comes over, opens the door with her key, helps me up, gets my medication or whatever I need, stays with me until the issue is solved, and we're done. Ambulance, fire depot and hospital when necessary, family, friend or neighbor otherwise. Better use of city services, better for me. That makes the Lifeline choice easy.

9 years ago

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BJS Winter Haven, FL

I have a necklace that does not require a base unit. Communication is through the necklace. This gives me freedom around my home or anywhere in the country where there is cell phone service. I had an incident a few months ago where I passed out. Help was called; my contact was called and I was transported to the hospital. Customer service has been great.

4 years ago

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Donna Downing

I was referred to Lifeline by the owner of a company providing at-home services. I did my own research, an decided to go with Lifeline. That was four years ago. I have needed it a few times. I needed help from a few falls. I bumped it in the super market, and I got a prompt call asking if I needed help. I wish there were a way to merge the Medic Alert information and Lifeline.

7 years ago

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Glenda Drebick Olympia, WA

I like my Lifeline. It seems to be great but I have nothing to compare it with as it is the only one I have had. I think the piece that goes around my neck is not the most attractive thing and beings it is material will get dirty faster than other material although it does not hurt my neck. The only complaint I have is that when I tried the device to see if it worked well while down town, it seemed to take quite awhile before the receiver talked to me. I understand they call the home device first before the device I am wearing. Seems like a long time but perhaps waiting seems longer than it really is.

7 years ago

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Ron Pauluh Dover, TN

After checking the other 'top' three, I don't understand why this one isn't listed as the top #1. There is no advantage to the other three over Philips Lifeline. This is my mothers and she's 94. Already has had five (5) excellent immediate responses. I can see no value in the scores when compared to actual situations. I'd rate it at 10 and that is rated on actual responses not hypothetical situations.

7 years ago

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Michelle Perry Turlock, CA

My father's health declined rapidly. He still wanted to live alone. As a full-time working mom of 2 small children I can't always check up on him daily. He recently fell and went a full day before we realized anything was wrong. I ordered him a Philips Lifeline AutoAlert to ensure this doesn't happen again. Having the added peace of mind makes it easier for me to have him love alone. He is able to keep his independence in a safe manner.

10 years ago

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Gene Pike Brandon, FL

We are very pleased with Philips Life Line with Auto Alert.. My mother had a major stroke a few months after having a mini stroke, so we got here one. The reason we got her the Life Line with Auto Alert is because when she had her mini stroke she was not mentally aware enough to push the button to call for help on another brand button. We always felt reassured after getting Auto Alert because if she fell again it would detect the fall and automatically call for help.

10 years ago

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Lorraine Sullivan - user Bangor, ME

I am Pat Hughes, niece of Lorraine Sullivan.I will report what Lorraine says 'I have had lifeline for over 10 years. I feel secure with it and calm knowing that help will arrive if I need it. Gives me peace of mind and I'm not alone. It's always there when I need it. I have never had issues with the people on the other end. They have been nice, concerned, and courteous. You can hear their concern in their voices. It's comfortable to wear and easy and simple to use. Thanks for lifeline.

10 years ago

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Rebecca Wamsley Mill Creek, WV

We are very happy with our service. My husbands uncle recently had an amputation of the leg and he lives alone. We live about a mile from him but we are a busy family. He recently fell and this helped him get timely help. Thank goodness I urged him to get it. Last time he fell with no button he laid there for 4 hours because he couldn't get around to a phone. This is a life saver for us and now makes us worry less. We don't have to worry about leaving the state. We are the only family members who care for him. Great peace of mind to have.

5 years ago

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L. Hanko Yulee, FL

My mother has had Life Line for over 15 years. She has used it twice with immediate results. Every month, central monitoring contacts her to check the system out and see if she is OK, then they call me (as primary contact) to report her status. She is 94, lucid and healthy but with a mobility problem. She loves her Life Lock service, and so do I.

6 years ago

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Loretta Jiran Bay Shore, NY

My mother and my Aunt have the service and is fast and reliable. My Aunt at 94 is still Mobil so she has the GoSafe and has used it away from her home with great communication and fast service. It's comforting fir us to know our mother and aunt have a strong health care company like philips to help them when they need it and we aren't available.

7 years ago

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Marie Ries

This product is pricey but you get what you pay for. I am a retired design engineer & this company has taken care of EVERY little detail from the point of view of manufacture, repair, replacement, call service & customer needs. I have had this for 8 years now.

8 years ago

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Nichole

Before my husband's grandmother passed away, she was a lifeline subscriber. Knowing she wore the lifeline pendant made her family members feel better and more confident when she was alone. It was very helpful when she fell in the bathroom and was unable to move. The help button late assisted her when she had a moderate stroke. Thank you, Lifeline, for providing a necessary service to our aging population.

10 years ago

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Kim Framingham, MA

We use Lifeline for my father-in-law for the past 5 years. It's been great as he is 92 and is very independent. Luckily we haven't had any incidents but my husbands great Aunt has the AutoAlert button and it saved her life. She fell in the basement of her home and it detected her fall and got her the help she needed. Great service!

10 years ago

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Paul Hamilton Estero, FL

We used the lifeline alert for my mother in law for about a year at 3 different times. (stayed with us for periods of time). The people at the call center were very helpful in transferring service to our location and in helping to get it set up. The hardware was very user friendly. The response time was always prompt when we needed help (non-emergency basis on our part). I would recommend this product.

10 years ago

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Janet Celina, OH

While visiting in FL at the location grand-mother was living, grand-mother used the system to alert of an emergency (she suffered a stroke and was transported to the hospital). The response was fast - the household was still asleep and only realized the emergency when the EMT appeared at the door.

10 years ago

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Olivier Nolin

My mother fall on the floor. First , no detection. Secondly when she made the emergency call, NO RESPONSE.... It took her 1 hour to reach her cell phone to do a call. She try to call several time. It's criminal. My mother could die by their fault.

4 months ago

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Lisa Breda

Customer service is not open during the stated hours. Calls at approximately 7:15 am central/8:15 eastern and at 5:15 pm central/6:15 eastern went to message stating to call back during working hours. When I did get to a “hold for a representative” status, I have waited for more than 30 minutes and more than an hour with no answer by a representative. I am needing to cancel my mother’s service because she is moving into memory care and I am unable to reach anyone by phone or email.

8 months ago

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Lori Bermani Salem, MA

What I like best about the Company is that this Lifeline has a GPS. I have reached out to the high end executives to the point of absolutely no communication. In Dec. of 2019, I got Lifeline Philips pendant. That was 7 months ago. I got a serious allergic reaction to the plastic that slid under my nightgown one night about 7 days after getting the device. My chest blew up into red blistering hives ,and the plastic like bead that is attached to the necklace also blew up the side of my neck with a huge red hive. I ended up ordering little pouch bags made of cotton to keep my pendant in. Is there anyone out there that can actually call me, communicate with me ? All I can say is your Customer Service is the worst. Don't invest a dime into this Company !!!!

4 years ago

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cclouca Monterey, CA

I am a paying subscriber for approximately two years. I have discontinued my service due to their lack of response to my request to relocate my in-home unit and provide me with a wrist alert bracelet which would replace my pendant. I had a recent fall this weekend and due to a neck injury, I am unable to wear my pendant. I contacted Phillips Lifeline to help me with my request, but I was informed because I subscribed with a local service league, I had to contact them for my service needs. I explained the local service league didn’t have the installers schedule, therefore they could not help me with an appointment. Would Phillips help me instead? The answer was, no. I pay my monthly fee faithfully for a service aide which didn’t help when I needed it. I find Phillips lack of response unacceptable. I am trying to remedy my situation before I fall again. To add insult to my issue they are charging me for the full month of December and my service is ending tomorrow December 5th. Buyer beware!!! Basically, medical alert systems are the same. It’s “customer service “ I need to focus on.

6 years ago

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Ana Southborough, MA

I have subscribed to Lifeline for my 89 year old father. In a few months, I have received two calls from Philips, saying that the service is to be stopped because the funding discountinued. The first time I got the call I felt totally lost as I do not understand why the patient has to deal with the funding issue and it was only one month after the subscription. I called the insurance anyway to resolve it. Today I have received the same call again that is only three months after the last one. Do other subscribers who are in need of the service get threatened from time to time that the service will stop due to funding? Isn't Philips' job to renew the funding with the insurance company when needed? It is simply too much for the patient to deal with the funding renewal every three months. Philips should have a policy and system in place to resolve the funding issue. It is not the patuents' job! Do other subscribers experience the same problem? Also, I just realized now that there is a fall feature with the Lifeline that was never presented to me. My father did have a fall at home. I just learnt about it from reading other subscribers' reviews, which actually made me concerned about the dependability of the Lifeline.

6 years ago

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George Amazeen

I had the regular service 2 weeks and fell two times within 3 weeks.I then decided to to obtain the "fall" service which saved me from a serious fall where I blacked out. The emergency response came and took me to ER. I could have laid in bath room a long time before I was found if not for FALL button..

7 years ago

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Anne Bloomingdale, NJ

My mother was on lifeline for years. In July of 2013 I left her alone for an hour to take my sister to the bus station and stop at the store. When I returned my mother was gone and a note was left on the door that the local ambulance squad had taken her to the hospital. hospital. When I walked in I was shocked to find the carpet satuated with blood. Apparently she had gotten up right after I left, fell and struck her had head on a brass planter and. She was unconscious for some time and then woke up and called the ambulance company herself, even though her lifeline pendant was on. It never registered her fall. Unfortunately, because I was not with her when she arrived at the hospital, a CAT scan was done with dye and her kidneys shut down due to the dye. She fitted, at home, for weeks later with her five daughters with her .I will never forgive myself for leaving her that day. My ·Question is, when did the new feature start and why can they not have the patients medical issues somehow connected with the device? It would have made the difference between life and deat. Her kidneys could not tolerate the dye and she had required dialysis twice before. Unfortunately this time her kidneys could not recover.and the doctors never accessed her hospital records. Had the done so, she would still be here. I'm considering Lifeline for myself, I have MS and fall frequently. I also have other medical issues. I w would feel better off I knew whatever hospital I was taken to could see access my records via a database accessed through Lifeline.

9 years ago

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Vance Horne Brunswick, ME

This device is for my mother and she actually used your services about a year ago for an event where she broke her ankle and hit her head. The response was very prompt and satisfactorily handled. Great device and service.

10 years ago

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Sheryl ARNOLD

First they said my insurance would covet it. Three months in I had to start paying for it. It would be 20.00 on my senior card then it became 30.00 on my card not 20.00. Then I did not have it on two months I was being shut off cause they did not take payment. Then I sent it back and told them not to take money from my card I was returning it with a hummana witness. Two months later my money disappeared off my card they stole it. I now had to change my card. Due to theft on their part. I do not encourage any senior to use it. If you have alexia you just have to ask for it to call 911. What a rip off Phillips is. It only works around your house.

1 month ago

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Kathy Sequim, WA

My very first experience. Got Lifeline for my mom so that I could be alerted if she fell or had a problem. She recently started getting recorded calls on her landline saying they were testing her system and she should press the button on her band. I was there one day when one came in, it was garbled and hard to understand. After I got home I got a call on my cell which said it was "probable spam". They've always been right before, so I didn't answer. The caller left a message. Someone who could barely speak English and about the only word I could make out was Lifeline. Barely. So I called the number back, the person who answered said my mom pushed the button, they called me and I didn't answer (do YOU answer SPAM CALLS?) so they sent aid. Of course she was fine. Also when I first called, the phone rang and rang with no answer. Hung up, tried again, twice. Same thing. Finally got a human on the third try who was no help at all and gave me yet another number to call....and on and on it goes... First of all why does such an important number not say WHO THEY ARE? I mean if other companies are set up to show their name, why can't they? Second of all if I get a call and there's a problem I need to UNDERSTAND what the person is saying!! What good does it do if you can't? I seriously want to switch but have a feeling my mom will just say cancel and forget them all. In hind site if every call goes the way this one went, a person is probably better off saving their money than paying for a service that does absolutely no good.

2 years ago

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ROBBIE SUE Brunswick, GA

My parents have used Philips Lifeline since 2018. My Dad is deceased and every time I call we go through the process of them asking about my father and I have to explain that he is deceased. Every time I am told they will update the file...every...time.... In November my mother's home unit began flashing. I contacted the company and they said her necklace device needed replacing-they would send one right out. I called in December-this time they would really send one right out. I called Jan 13-this time it would go out the next day with expedited shipping. I just called again, Feb 1, this time it would really go out, with expedited shipping. I understand labor shortage, shipping delays, all that...but it seems Philip's needs a lifeline.

2 years ago

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Menescardi Mary Airdrie, AB

My mom is in the hospital with a broken hip. LIFFELINE DIDN'T GO OFF ON ANY OF THE 6 OR MORE FALLS SHE HAD IN THE LAST YEAR!!!!!!!! One of the falls was outside the range. They replaced the pendant in November. It still didn't work on May 1. They gave me a bunch of excuses before-she must have broken the fall, it wasn't a hard fall,...she broke her hip-is that a hard enough fall without it going off? It was over her blouse, lose and did nothing. The supervisor called me back on my cell-told them to only call it in emergencies. It's been about 3 weeks and they still haven't dealt with it. After waiting and waiting, the rudest girl Laticia said she would talk back in the tone. Her supervisor Joe said he'd talk to her and get back to me. He left an extension that had no voice prompt for. I had to call back and they said his phone was off and they couldn't take a message. Then when I called back the next day, his phone just kept ringing and ringing-no voicemail. I asked to speak to his supervisor since I can't reach him, she left a voicemail yesterday. I called back, but didn't get through. I called today as I don't know what we have paid for all these years when it doesn't work and was told by Linda, another rude woman, that there are many files; one is cancelled and one shows pending installation. She said she'd call me back in 2 minutes. Almost 2 hours passed before she left a voicemail that the account had been cancelled and a shipping label would be sent. MOST OLD PEOPLE WON'T REMEMBER TO PRESS THE BUTTON, ESPECIALLY THOSE WITH DEMENTIA. THAT WAS WHY WE GOT AUTOFALL THAT NEVER WORKED. This company should be ashamed of themselves for selling a defective product, charging for something that doesn't work, horrible customer service with rude staff and a lack of getting back to customers within a reasonable time. I have to deal with so many doctors and hospital staff and then have the stress of trying to deal with this unprofessional company.

4 years ago

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Jane Calgary, AB

My Mother in Law lived in Ontario for more than 101 years. She died in October 2019. She lived a full and wonderful life and was smart, funny, engaged and engaging. She lived alone in an apartment for the last 23 years of her life. She didn't want to go to a Nursing Home but she was very afraid of falling. In 2002 we got her a Phillips Lifeline and in 2018 we upgraded it to an Auto Alert Fall Detection system. WE WERE NOT ADVISED THAT THE SYSTEM DID NOT ALWAYS DETECT A FALL. We spent over $8,500.00 during that period, worth every penny for peace of mind. Or so we thought. In October, Mom fell in her bedroom and broke her arm. She lay on the floor for more than 24 hrs, was taken to the hospital eventually after a relative raised the alarm, was quite " with it" as she spoke to the Doctors and the Nurses. She died the following morning. She was wearing her Phillips Lifeline and it failed her. I tested the pendant a few days later by dropping it, throwing it and pushing the button. There was no response from Lifeline. They sent Mom's equipment to the States for testing. The equipment came back in November and I am still waiting for the report, 6 months later. Here's what we would like you to know THE FALL DETECTION MONITOR HAS A KNOWN FAILURE RATE AND PHILLIPS HAS A RESPONSIBILITY TO ITS CLIENTS TO MAKE THEM AWARE OF THIS BEFORE THEY CHOOSE PHILLIPS. Mom may have chosen a Retirement Home vs lying on the floor for more than 24 hrs with a broken arm, unable to move. Please let your loved ones know this so that they can make an informed choice.

4 years ago

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Rita Tebbe Godfrey, IL

I have been trying to login in to their website for weeks. I have called customer service and they do not seem to be able to grabs the concept that their login page is not working. After several weeks I received an email that said they resolved the issue. So I tried to login and was unsuccessful. So I called customer service support and after holding for about 10 minutes I was able to talk to a technical support person who finally informed me that their login page does not work with the Firefox browser which the browser I use. So I was told to use Google Chrome and after trying to login while I was on the phone with the technician I was not able to login even after trying to reset my password. They are supposed to call me back. I guess I will wait to see if that really happens.

4 years ago

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Bonnie Vanciel Garland, TX

Service is useless!’ When they call you to let you know that your family member pushed the button, they have no CALLER ID that says Phillips Life Line is calling.. Just random #’s show up on your phone from all over the US. So you have to answer every # that shows up on your phone. With the scam calls and telemarketing calls that I get, I don’t answer a number that I don’t recognize. Therefore they just leave a message l!!! This is a Serious issue !!!! The service that we were using and paying $28 a month said LIFE-STATION WHEN THEY CALLED. So you immediately knew there was a issue with a family member. The Phillips is free with my mothers insurance so that’s why we changed to Phillips. BIG MISTAKE. You get what you pay for, as the old saying goes!! Until Phillips fixes this major detail I wouldn’t advise using their service!

5 years ago

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Shezma

I chose Philips Lifeline because I had heard good things about them, but no one had warned me how terrible they are in returning your call when you have to cancel their service and their payment charges increase from month to month?! I signed up my father to use their service almost 3 months ago. My father has been in the hospital for over 2 months and I have been calling Philips Lifeline several times to hold/discontinue the service until my father is discharged from the hospital. I have had to stay on hold on the phone for several minutes to almost an hour after selecting an option to hold/discontinue their service. No one so far has answered my several calls. Not just that, there’s an option to leave them a voicemail for a call back. I have left them several messages in the last few days to call me back. I still have not heard back from them!! I just noticed today that they withdrew a payment from my credit card for this month (July 2019) and the amount withdrawn is more than what they had charged me in June 2019. I am thinking about taking a further action since they are not returning my calls. My recommendation is sign up for Philips Lifeline but only if you are going to stay with them forever because they will not return your calls if you have to hold or discontinue their service!

5 years ago

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Linda Q Mansfield, MA

If I could give zero stars I would. Very poor experience with Customer Service. Expedited shipment never received! Talked to three different reps all of which were useless. Promises to track down my expedited shipment and call me back were broken. I was transferred to a retention rep and he assured me he would help get this resolved. I was given his direct line and told to call him the next day. He needed time to research my order. He never answered his phone and never returned my calls after leaving several messages. Another Customer Service rep told me she would personally call me in the morning once she tracked down the order. I never got that call. How do these people sleep at night knowing they are deceiving people? Very low confidence in this company due to this experience. If they can't handle something as simple as this, makes me skeptical about their response time to actual alerts.

5 years ago

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Rob R Lumberton, NC

I ordered a system (NOV20) for my parents with the sales fellow over the phone. I agreed to the express shipping so that they would arrive quickly, as my mom had just had a heart attack and my dad a stroke the week before that. They are home and recovering and we needed to know that they would have an alarm if one of them "went down". The units finally arrived 9 days later. I had inquired by email with the salesperson in the interim to see what had occurred but never did get a response. As my dad put it, "if these guys can't get back to an email or get the RUSH shipping out in under 8 days, then I don't think we should be entrusting them to our life and death situations". Valid point!! We are returning the LifeLines and will find another supplier

6 years ago

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Marie Thorne Austin, TX

I would give 0 if I could. I was given the home monitor device by my insurance company. Awful. Had it 2 weeks & already fed up. The speaker box is the ONLY way to talk to them. It sounds muffled & they must be in a foreign country because I can not understand a word they say. If they are speaking, they won't hear you. If you are out of the speaker box's short range OR in patio or garage with door closed, it may not pick up your signal & they definitely don't hear you. They said don't wear it in the shower because button is not waterproof! REALLY? That's where one falls the most! If there is noise in the house, they won't hear you through the speaker box, so never watch TV.

6 years ago

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Cheryl Miles Boerne, TX

Ive been subscribing to Phillips for my 83 year old fatherinlaw for almost 2 years. Hes fallen hard several times and they never called him but he said he got up within a minute. Then in December 2017 the necklace portion that holds the button broke and he requested a new necklace portion. Two weeks passed and he had not received anything. My husband and I both called separately and they finally overnighted a new necklace supposedly. What he received was another button. We called again and they told us to send all the equipment back and they would replace everthing. We sent back all the equipment and he next received another button and base but no charger. I called again and spoke with Lillian who initially was combative but then when I also got upset she calmed down and told me she would have a technician call my fatherinlaw and set up an appointment within 48 hours to come to my fatherinlaws house and make sure he was set up with correct equipment. This afternoon 48 hours has passed and my fatherinlaw has not received a call from anyone. My husband then called them to cancel and held 20 min to get thru to someone who then sent him to cancellation department where he held another 15 min. The person my husband talked to refused to review the massive amount of notes and when my husband tried to go over everything with him, he became confrontational. They dont even have notes where we sent back all the equipment and told my husband we would be charged $400 if the equipment wasnt sent back which we sent 2 weeks ago. Ive called the credit card company and blocked charges from them. Do not entrust your elderly loved ones with them. This has been a comedy of errors.

6 years ago

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R. Alpano

Philips Lifeline Canada is not dependable in that it does not deliver the promised services. Lifeline equipment has false alarms for detecting falls . 1. Failure to send an ambulance to my father's home, upon receiving alert that he had a fall. 2. Company noted and communicate the incorrect information to Police as to where my father's lockbox was located False "falling" alarms. Hence, the police could not get access to enter the house. 3. Poor customer service. Calls to Supervisor were not returned. Official complaint letter sent to supervisor was also not replied to. Philips Lifeline is not dependable in that it does not deliver the promised services has poor customer service and has equipment which constantly raise false fall detection alarms.

6 years ago Edited September 14, 2021

Reply from Philips Lifeline

We are very sorry to hear of the frustrating experience you have been having with Philips Lifeline - Canada. I have passed your review along to them and someone from the Canadian division will be reaching out to you. Best, Philips Lifeline Customer Experience Team

Jan. 16th, 2018

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WILLIAM PRENTISS BROWN

I subscribed for Philips Life Line for my 94 year old mother for over a year. The sales agent did an effective job of up selling for the fall safe feature. on May 21, 2017, my mother fell in the middle of the night and it was a hard fall on a tile floor. Unfortunately, the alert did not go off, and my mother passed away on the floor. I phoned the service to have the billing stopped and relayed my situation to the agent. She said that she would have a manager call me for a course of action. I am still waiting for a call. I am struggling with the thought of my mother passing away on the floor alone.

7 years ago

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steven stanley

I had been a customer for 2 years. When my 88 year old grandmother went to the hospital and lost her life alert, I called them on July 14th and was told that I would receive the new life alert the next day. It never came and I called back and was told it would be on back order and would receive it in 10 days. It never came and I called again and they said it was never shipped and would be on backorder. It still never came and my grandmother went over two weeks with no support and we were lied to twice. If you lose your equipment they will not replace it in a timely manner we changed companies and are now with CVS.

7 years ago

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Cynthia Bassett Tampa, FL

When deciding on an alert system, I spoke with a representative of LifeLine and thought they had what I needed for my 91-year old mother. However, when I received the system, the agreement stated I needed a land line. I explained I needed a mobile system since she stays at my sisters part of the time. I was told I could send it back if it was not what I needed, which I did. When Life Line called, I explained why I sent it back and was told I would have to pay $50 (I was told there was no cancellation fee). Luckily I paid no money up front. The person on the phone became very angry wanting to know why I didn't call the before I sent it back. Because the unit did not meet my needs, when I clearly explained the situation, I didn't feel I needed to contact them. This was one of the rudest people I have every talked to and he insisted they would bill me any way. Send the invoice and then when it is not paid go ahead and turn it over to a credit agency to collect from my 91-year old mother. I would never do business with a company who harasses you because you declined their service. I actually had to hang up on him. I've been in customer service a long time and you never speak that way to a customer - right or wrong.

7 years ago

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Ana Hingham, MA

Terrible!!!!! Be prepared to be on hold for a minimum of 15 minutes when you are notified regarding an emergency regarding a loved one. There is no way to find out what is happening. There is only one person answering the phone, Katie. I drove all the way to my mothers' house before I could get through to the service to find out that she was ok and reported that to them once I got through. I recommended that they cancel emergency services. However, as I found out from the neighbor, services had already gone there and had left. No one informed me of that when I was on the phone with them. It was unclear whether they even knew. There was not a call back to me to indicate what had transpired. When I called back I was put on hold for over 1 hour by a supervisor called Jamal, and was not allowed to speak to the person I originally communicated with (Crystal). I was told that the number I was given to call back was not the emergency number, but they would not give me an emergency number. When I pressed, I was given a number which apparently was the customer service number that is only available during business hours Mon-Fri. This incident occurred late on Fri night. Terrible response!!!

7 years ago

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Robin Campiglia Watsonville, CA

They took 2 payments in one month - last July. Not able to contact their billing dept at all. There is no number and the customer reps cannot connect to it. I have called several times to leave a message and they do not return the call. I recently switched to auto payments and now the account is 2 months behind. But like I said there is no way to communicate with billing and the customer reps have no info to give. I am thinking about changing companies

8 years ago

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Lorna Golmis Reno, NV

I was travelling from Las Vegas to St George, UT and received a call from my son-in-law that the Paramedics and police were outside the St Geo home. I thought I must have pushed the pendent by mistake, but the puzzling thing was that no one ever responded to me. I was wearing the pendent and it was fully charged. My daughter in Reno, NV also called me. The pendant was supposed to know where I was and obviously failed. At 8:10 pm I pushed the pendent as I was driving and never received a response. I pushed the button several time over the next hour and each time I got a voice message that the call was in process to hold. I never got an answer. Later when I entered the Virgin River Gorge and I pushed the button, I was told there was no service. I understand that as the is no AT&T serve in the Gorge (only Verizon and Sprint). I called the next day and was told that I needed to carry the Base Unit with me when I traveled away from home for more than a day. Can't imagine what use it would be while I'm driving. I feel that I should be refunded for the purchase price of the pendent and at least the last month of service. When I cancelled my service I was told that I you would not refund the cost of the pendent because the 30 days had expired. I feel that this refund is due me since while the system did not malfunction within that period, it obviously did MALFUNCTION. It is very fortunate that I was not suffering a heart attack and rely on your service. I WOULD BE DEAD.

9 years ago