Lifeline
4.6
4.1
Overall Score
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
7 years ago
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.
7 years ago
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.
8 years ago
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.
8 years ago Edited September 14, 2021
Reply from 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
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.
8 years ago
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.
8 years ago
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.
8 years ago
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!!!
9 years ago
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
9 years ago
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.
10 years ago
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.
1 year ago
James McLane Carlsbad, CA
I placed an order with Lifeline for alert devices for my parents 2 1/2 months ago, but we’re never received. Multiple phone calls to customer service have been useless, every one ends with a promise to “escalate” my query to a supervisor, but no supervisor ever contacted me. Terrible customer service. I won’t trust my parents lives to this company. I canceled the order today.
3 years ago
matthew jones High Point, NC
For an EMERGENCY SERVICE, their tech support is only available 8:00am to 8:30pm. If the equipment has any network issues after those hours, the user needs to postpone their medical emergency. Imagine calling the fire department and getting a message to call back during business hours. Guess that means the flames have to wait until business hours to continue burning. The Philips Lifeline device gives a busy signal when the emergency button is pressed. It's sad to know Philips Lifeline is this unreliable.
3 years ago
Jim Thomas Vancouver, WA
A family member set this up for my mother with their own credit card. Philips then billed my mother by mail, monthly. They denied this double billing and then raised the price to have my mother continue paying by check. When my mother fell while wearing the device and ended up with ten staples in her head, it did not work. When told about this, the company says you have to fall a certain way. They sent a new pendant. It did not work either. Terrible product. Terrible company.
5 years ago
Nancy Benedict Austin, TX
Philips lifeline request by mail a payment for 129.00 dollars which I was glad to pay for them, their company without authorization use my checking account to withdrawal 33.00 dollars per month,Just recently for the amount of checking my account notice they charge me for the month of february twice 33.00 dollar x two.please be aware.
6 years ago
Sheryl Easthampton, MA
Their customer service is horrible. I called Lifeline to cancel my parents service. I was on hold for 27 minutes. Tried 3 different numbers and after feeling very frustrated I hung up and decided to called back and pretend I wanted to purchase a system and they answered right away. A company that is this size needs to hire more people to answer their phones.
7 years ago
Doreen Cran Cheshire, CT
If they are busy response times have been up to four minutes. Lied to about response times.
Not trustworthy or safe. Customer service unsatisfactory, actually brutal at times. Installer never available and never had spare equipment to change out in an emergency. Can you imagine waiting 4 minutes while your loved one strokes infront of you? That was my experience and multiple times testing response time was never less than 3 minutes. Don't do it.
7 years ago
Reply from Lifeline
Hi Ms. Cran,
I apologize for the poor experience you have a had with Philips Lifeline. This is not the level of satisfaction we strive to provide for our customers. We take our customer complaints very seriously, and would like to look into what you have described.
I have sent you a private message requesting some additional information.
Thanks in advance!
Meagan -
Philips Lifeline
I apologize for the poor experience you have a had with Philips Lifeline. This is not the level of satisfaction we strive to provide for our customers. We take our customer complaints very seriously, and would like to look into what you have described.
I have sent you a private message requesting some additional information.
Thanks in advance!
Meagan -
Philips Lifeline
Oct. 3rd, 2018
Brenda
I am very sorry I ordered this service. My mother has not even
received the the unit and I am already worried about what kind of service this is going to be, We ordered the unit on the Jan 30 and are still waiting and was told it was shipped on the Feb 12 and she has slower mail so it will be at least 3 weeks. They sure make it sound like they care in their sales pitch. I wish I would of read the reviews before I called them it sounds like others are having the same problem.
7 years ago
Mark Southington, CT
If there were negative stars I would click those instead. This company is so bad they can’t even send you equipment. They always claim it’s on “back order” when in fact I did some research it’s defective poorly made equipment. Then when you finally do get equipment they recall it. This company is terrible. Do you research cause there are other, BETTER companies out there.
8 years ago Edited September 14, 2021
Trish Doran Milwaukee, WI
My Mother fell recently and Philips lifeline sent the rescue team to the wrong address. I had changed your address back to her home state after she spent the winter in the south with me. They sent them to the address in the south. I corrected it with them then rechecked in a week and they still had the address wrong. Thank goodness I am one of the responders on her account and was able to get someone to her house to assist her. I only found out about the mistake because a neighbor stopped them from breaking down my door because he knew we were out of town.
8 years ago
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.
1 year ago
Anthony Less Galena, IL
Waste of money my mom had the service for 3 month and fell twice and neither time did the fall detector work and trying to get someone on the phone is a waste of time you can be on the phone for 45 minutes and get no one I would never use this system ever again
3 years ago
Susan Bray Denver, CO
The salesman was patient and helpful. I had to wait weeks for my equipment due to recent circumstance not the companies’ fault. But once it arrived and I needed help testing my apartment for coverage and setting up service, THE AGENY WAS IMPATIENT SURLY ABRUPT AND RUDE!!!! AVOID THIS SERVICE! TRY ANOTHER ONE!I
5 years ago
Irene B. Hembree
Have called customer service three times trying to get the backup battery service, it's been out over a month. Each call was promised a service call but no one has replied.
8 years ago
Irene Holmeide Sullivan, WI
I have two major occurrences when lifeline did not respond when needed. There were excuses each time ,"technical" issues and address mix-up etc. One time I had to be transported to a hospital so it was a true emergency (September 2016). For me the service is unacceptable, I have subscribed for about 16 months, but will be canceling.
9 years ago
jerry key Oak Ridge, TN
the people i have talk to eather by phone or i hit my button by mistake was always freindley nice and understanting and i want to say thank you
9 years ago
nikki
Lifeline has been helpful to my aging mother who falls fairly frequently. More than anything, it has given her (and me) peace of mind.
11 years ago
Karan Dennis
My mother's device that had fall detection in it failed. They sent a replacement that looked the same but didn't have fall detection in it. We found out the hard way yesterday.
8 years ago
John Lindsey Albuquerque, NM
Rude is an understatement.
just another company taken Advantage of the Elderly...
Sign up was great . After that forget it.
AND YOUR PRODUCT WAS MAILED BACK TO YOU. 7/20/20
5 years ago
Tom Bearrows River Forest, IL
Worst company I've ever dealt with. Rude customer service. They refuse to make anything easy. Oh and btw, they're not cheap. Avoid them at all costs.
6 years ago
Lorraine Brunswick, ME
PhilipsLifeline is the best on the market. They are awesome! Lorraine
11 years ago
Gail Eehling Canton, OH
All checked items ave been dealt with through time. Very dependable!
8 years ago
Susan Baker
No problems. Only one emergency. Great service!
8 years ago
Jim Irwin
Button is a little sensitive. Cost is a little high.
9 years ago
kentuckyUSA Campbell Lexington, KY
Horrible customer service. Avg wait 45 mins or more
4 years ago
