LifeStation Inc.

Review: paid for moms alert system for a year but a couple months later had to go to assited living.They refuse to pro rate and send a refund.I feel like they are ripping off the elderly.Desired Settlement: Refund an elderly woman who had to do to Assited Living.

Business

Response:

Dear Revdex.com -This correspondence is in response to Case ID # [redacted]LifeStation takes any hint of consumer dissatisfaction with the highest level of urgency and looks to respond in a timely manner.The customer has been credited for the disputed amount of $184 on August 13th, 2015. We apologize for any inconvenience related to this matter and look forward to providing service for any future needs.Sincerely,Mike Z[redacted]Managing DirectorLifeStation Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Life Station a medical alert service for people who may need immediate help. I provided this to my Mother for many years. I called to cancel the service and was asked "why are you cancelling? " I responded by saying "The service is no longer needed" That answer wasn't good enough and the representative asked for a more detailed reason. This was totally unacceptable to put a person having to cancel this in and have to discuss personal family matters just to cancel a service that I paid for every month. I cancelled the service prior to the monthly renewal but Life Station still charged my credit card up front for another month. After 1 hour on the phone, Life Station still would not agree they would refund the unauthorized charge. I am due an apology from management and a refund.Desired Settlement: An apology and a refund

Business

Response:

Dear Revdex.com -This correspondence is in response to Case ID # [redacted]LifeStation Inc. takes very seriously any hint of consumer dissatisfaction and looks to respond in a timely manner.Regarding the above case number, the customer was in contact following this complaint with our Customer Service Manager at which time they arranged the return of our system.The system was received on Wednesday, 9/16/15 and a credit for the disputed amount of $28.95 was filed to be processed. (This may take a few days to show up on the customer's form of payment.)LifeStation apologizes for any inconvenience to the customer caused during this process and looks forward to serving them once again in the future should the need arise.Sincerely,Mike Z[redacted]Managing DirectorLifeStation Inc.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The apology did not address the specific problem I had with Life Station being totally insensitive, asking inappropriate questions and demanding answers. The generic one sentence fits all response given by Mr Z[redacted] frankly is not acceptable. A personal apology to me and my Family is needed. The refund of the charge of 28.95 is fine.[redacted]

Regards,

Review: System purchased 9/19 and back to Lifestation within 3 weeks. Customer has no opportunity to test the system before purchase and it was never disclosed that there are NO refunds, nor was I advised to test the system at our home before committing to a term longer than the one month minimum (I purchased a 3-month subscription). Site says you can cancel within 30 days but is VERY misleading as they confirmed that yes, you can cancel, but no refunds (refund is implied, I argue). Sales pitch included the important feature of voice-to-voice communications with an advertised for a range of 500 feet, which during testing was not able to detect my mother speaking about 15 feet away. (Pertinent language from their web site is included below.) I explained to a technician during testing that the system would not work for its intended customer (my mother), repacked the product for return without use. They offered solutions that were not viable, such as not having the system dial 911 but rather call us and/or a list of other people first since they were not be able to communicate directly with my mother. The whole purpose of the system--and why we chose it--was to be able to have her talk with someone at Lifestation so they could determine the proper protocol! When we called to confirm receipt of the returned system, we were told that the system worked as advertised because it heard me (I'm 51 not 86 and this system is marketed to senior citizens), refuting our claim that it fundamentally failed for its intended customer.

From Website:

Your LifeStation system is equipped with a two-way voice capability that allows you to communicate with our Care Specialists from virtually anywhere in your home. Super-sensitive and highly reliable, voice to voice communication gives you the greatest coverage area possible in the event of an emergency.

Up to 500 Feet Open Air Range

The LifeStation help pendant has a range of up to 500 feet. It should provide coverage throughout most homesDesired Settlement: We simply want the cost of the 3-month subscription refunded. I have also put in a dispute with my credit card company about the transaction. Their advertisements and practices are very midleading.

Business

Response:

Dear [redacted]This letter is in response to Case ID# [redacted], [redacted] of [redacted]LifeStation Inc. is dedicated to providing the most capable personal emergency response system along with a level of unsurpassed customerservice. We take any hint of consumer dissatisfaction with a high level of urgency and look to respond in a timely manner.Concerning [redacted] complaint, the following action was taken –A total of $94.32 has been credited to the customer's account. We apologize for any inconvenience that this situation has caused.Should you have any additional questions or concerns please do not hesitate to contact us immediately at [redacted]Sincerely,[redacted]Managing DirectorLifeStation Inc.

Review: ON FEBRUARY 19, 2014 MY GRANDDAUGHTER ([redacted])CONTACTED LIFESTATION TO REQUEST A REFUND FOR UNAUTHORIZED CHARGES IN THE AMOUNT OF $25.95 THAT POSTED ON MY CHECKING ACCOUNT ON FEBRUARY 18, 2014. SHE ([redacted]) WAS INFORMED THAT IN ORDER TO CANCEL THE ACCOUNT/AND ISSUE A REFUND FOR THESE CHARGES THE EQUIPMENT WOULD HAVE TO BE RETURNED AND UPON RECEIPT OF EQUIPMENTA REFUND IN THE AMOUNT OF $25.95 WOULD BE ISSUED. THIS INFORMATION WAS TOLD TO HER BY A REPRESENTATIVE NAMED [redacted]. THE EQUIPMENT WAS RETURNED AND RECEIVED BY THEM ON MARCH 11, 2014. I AM STILL WAITING TO BE REFUNDED THIS AMOUNT. MY GRANDDAUGHTER CALLED TO FOLLOW UP AND WAS INFORMED BY [redacted] THAT THEY DO NOT PLAN TO ISSUE A REFUND FOR fEBRUARY 2014, BECAUSE I DIDNT RETURN THE EQUIPMENT FAST ENOUGH. BUT MY GRANDDAUGHTER CALLED AGAIN AND SPOKE WITH [redacted] AND THEN A SUPERVISOR NAMED [redacted] AND INFORM THEM BOTH THAT [redacted] STATED EARLIER IN FEBRUARY THAT ONE WOULD BE ISSUED. THEY SAID THAT THEY CHECKED THE RECORDED CONVERSATION THAT WAS HAD WITH [redacted] AND THEY CONFIRMED THAT BECAUSE I DIDNT GET THE EQUIPMENT BACK TO THEM FAST ENOUGH THAT THEY COULDDNT ISSUE A REFUND. PLEASE NOTE THAT NO SPECIFIC TIME FRAME WAS STATED BY [redacted] IN ORDER TO PROPERLY RECEIVE THIS REFUND. I AM 93 YEARS OLD AND I HAVE BEEN COMPLETELY DISPLACED FROM MY HOME DUE TO A BEDBUG INFESTATION AND LIVE OFF A FIXED INCOME AND WHILE ALL OF THIS WAS GOING ON I HAD TO BURY MY SON THIS DECEMBER . I AM SORRY THAT THEY FELT THAT I DIDNT RETURN THE EQUIPMENT IN A MORE TIMELY MANNER. I WAS UNCERTAIN THAT I EVEN HAD IT AS I HAD TO THROW AWAY ALL OF MY POSSESSIONS. I AM STILL UNCERTAIN TO WHAT MY FUTURE LIVING ARRANGEMENTS WILL BE AND I COULD CERTAINLY USE THIS MONEY I AM DUE. MY GRANDDAUGHTER HAS CALLED SEVERAL TIMES TO NO AVAIL AND I WOULD GREATLY APPRECIATE YOUR ASSISTANCE IN REFUNDING MY PAYMENT OF $25.95. THIS IS VERY UPSETTING FOR ME. BUT I CANT AFFORD TO PAY FOR A SERVICE THAT I COUDNT AND DIDNT USE DURING THIS DISPUTED TIME FRAME.Desired Settlement: I WOULD LIKE TO BE REFUNDED FOR MY FEBRUARY 18, 2014 UNAUTHORIZED PAYMENT IN THE AMOUNT OF $25.95 AND MY MARCH 13,2014 UNAUTHORIZED PAYMENT IN THE AMOUNT OF $25.09. ALSO PLEASE CANCEL AND CLOSE MY ACCOUNT. I AM NO LONGER IN NEED OF THEIR SERVICES. THANK YOU.

Business

Response:

Dear

This letter is in response to an issue submitted to the Revdex.com from Mrs. [redacted].

LifeStation Inc. is dedicated to providing the most capable personal emergency response system along with a level of unsurpassed customer service. We take any hint of consumer dissatisfaction with a very high level of urgency and look to respond in a timely manner.

We have taken the step of crediting Mrs. [redacted]' account for the amount of $51.04 on March 28th, 2014. We apologize for any inconvenience that this situation caused her and should we be of assistance in the future, we greatly look forward to serving her needs.

Please feel free to contact we with any additional questions at ###-###-####.

Sincerely,

Program Director

LifeStation Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: My mother passed away on Aug 19th, 2014. I called and advised life Station of this. They advised they would send out a call tag for the equipment to be returned and cancel the account. I received the call tag 2 weeks later, packaged the equipment and sent it back the day I received the call tag in the mail (approx. Sept 2, 2014). I received a bank statement and noticed they charged me for the quarter (Sept, Oct, & Dec). I called them as soon as I received the charge and was advised there was nothing they could do to assist. I then requested a call back from a supervisor for further assistance. Upon speaking with the supervisor she advised their policy states they do not cancel service until the device is received. There records indicated that the unit was processed back into their inventory on Sept. 11, 2014. The money was deducted from my account on Sept 3, 2014. I explained to the manager [redacted] that I was not advised of this policy nor was willing to pay for a service that would not be rendered due to the death of my mother. [redacted] proceeded to tell me that they do not recommend waiting for the call tags to be received due to the length of time it takes for them to be sent out and that I should have put the items in the mail and paid for the postage to insure this didn't happen. I advised [redacted] this was not expressed to me during the initial call advising that my moth had just passed away and the service was no longer needed. I then asked her to pull the recorded call to confirm and she advised that was irrelevant. She advised all she could do is reimburse me 1/3 of the total amount charge of 80.85 which broke down to 1 month of service reimbursement leaving me to pay for the other 2 months in full. It is hard enough to deal with the death of a loved and now I have to pay for a service that is not needed due to the inability of this company to properly notify me of their so called policies.Desired Settlement: I would like a full refund in the amount of 80.85 for the service that was cancelled on August 19, 2014. I would also like to be informed on how a business can charge for services of a deceased person. I do not understand how this is legal

Business

Response:

Dear [redacted]This letter is in response to Case ID# 1[redacted] Ms. [redacted] of [redacted]LifeStation Inc. is dedicated to providing the most capable personal emergency response system along with a level of unsurpassed customerservice. We take any hint of consumer dissatisfaction with a high level of urgency and look to respond in a timely manner.Concerning [redacted] account, the following action was taken – a total of $80.85 has been credited to the customer's form of payment. We apologize for any inconvenience that this situation has caused the [redacted] family.Should you have any additional questions or concerns please do not hesitate to contact us immediately at [redacted]Sincerely,[redacted]Managing DirectorLifeStation Inc.

On 1/19/16 I called LS to return equipment no longer needed. I t/t [redacted] she gave me a list of equipment my mother has. I asked about a prorated refund since the quarterly billing represented Jan 23, 2016, February, March and April 23, 2016, she said once it is returned that I need to talk to the billing department for any proration, that they need to have the equipment before it could be cancelled.
I mailed all equipment through USPS 2 day shipping, they received it on 1/29. I called LS on 2/2/16 t/t [redacted] she said they received the equipment and that account is closed. I asked about prorating the bill for the months unused, she said they don't do that due the discount for paying the quarterly bill. I asked what does a discount for paying quarterly have to do with services not used as they are two separate issues. She said that is the way they do it.
I called back again on 2/2/16 I talked to [redacted] to verify again what dates that my quarterly payment represents and if they have received all equipment.
She again said no refund due and all equipment was received. She said that it is part of the service that when you pay quarterly it is with the intent of using it. I did indicate that this service is for the elderly and many circumstances may come up that they would not be able to determine due to health and age issues if they will be able to use the service for months in advance.
This is a unacceptable business practice to take money for services and then bill the elderly for services they are not able to use. This no refund clause is not indicated in the service paperwork nor does the representative explain this at the time they are asking them to pay quarterly. I also indicated to both reps that I would be writing reviews to let other potential customers of this unethical billing.
I feel that the amount of used services should be credited.
This company does not seem to realize word of mouth is priceless.

Review: My father is 81 years old and lives alone in MN. I live in PA. I have cousins who live in MN too and they occasionally help him with some things. He does not speak English very well. I purchased for him a medical alert system from Life Station for three months. I wanted to try the service for 3 months before I commit to a one year subscription. At the time of the purchase I asked the sales person over the phone if a land line was needed for this service/system to work. He confirmed that it DOES NOT need a land line to work. I asked that question because my father had just moved and I knew that he did not have a land line. When the alert equipment from Life Station arrived to my father's home it did not work. My cousin came over and called Life station. they told him that it needs a land line. Since I can not afford the monthly bill of a land line I decided to arrange for the return of the equipment and the service. I called Life Station numerous times. They told me that the phone conversation that took place at the time of purchase is recorded and that they will listen to it and get back yo me. they did not get back for several weeks. I called them yet another time. eventually they called back and said that they listened to the recording and that no such thing was uttered by the salesperson. I asked them to send me the recording because I am positive that I had asked the salesman more than once about the land line. The manager said that the recording is company property and that they are not obliged to disclose. They told me that there is nothing more I can do. And that what I was saying is untrue.Desired Settlement: I would like a refund of the subscription which is $90.

Business

Response:

Dear Revdex.com,

LifeStation Inc. is dedicated to providing the most capable personal emergency

response system along with a level of unsurpassed customer service. We take any

hint of consumer dissatisfaction with a very high level of urgency and look to

respond in a timely manner.

Concerning Mr. [redacted] complaint, the following actions were

taken –

On October 10, 2013, the disputed amount of $83.85 was refunded to Mr. [redacted]

Visa account.

Should you have any additional questions or concerns please do not hesitate to

contact us immediately at ###-###-####.

Sincerely,

Program Director

LifeStation Inc.

Beware of the "hidden" terms. I purchased a lifestation for my parents and paid the entire year as I don't like monthly payments and the price was cheaper than paying on a monthly basis. After 3 months it was necessary to move my parents to assisted living and so I no longer needed the machine. I called to let them know I was returning the items and was told I would received a credit for the remainder of the year. I never received a credit and when I called them was told that since I paid for a full year and received a discount they would not issue a credit. I thought paying in advance for a year was the reason for the discount. They are fast to sell you a machine and not so clear on the return policy. Buyer beware!