Life Alert Review: What to Know Before You Buy
Life Alert was one of the earliest companies to offer medical alert systems to a nationwide market, and the company still associates itself with the famous “I’ve fallen and I can’t get up” TV commercials that made medical alert systems a widely understood concept. Since the launch of its systems, Life Alert has been surpassed by its competitors in terms of the variety of products they offer. The company still stands out for its customer service, particularly by providing professional installation and by running one of the most effective and experienced call centers in the industry—connecting users with the push of an emergency button.
However, Life Alert has a concerningly strict cancellation policy. They are not transparent with basic details like cost and product information, and its prices are higher than many competitors. Notably, Life Alert did not make our Top 10 Best Medical Alert Systems for 2022, which means there are a number of other products we’d recommend before them.
Pros
- Experienced, highly trained call center personnel – It staffs multiple, highly regarded TMA Five Diamond–certified monitoring centers, which offer a low client-to-staff ratio and boast an impressive track record of helping customers in need.
- Free warranty, no equipment fee, and no installation fee – This means customers will avoid hidden costs and extra fees.
- One of the longest-standing, most experienced companies in the industry – Founded in 1987, Life Alert was one of the earliest companies to offer medical alert systems to a nationwide market, so they have years (and in some cases, decades) more experience with life alert systems than its competitors.
Cons
- Expensive – Life Alert is more expensive than many of its competitors. Moreover, users must agree to a three-year contract that can only be canceled under strict circumstances, including death, a move to a nursing facility, or serious illness (i.e., one that requires hospice or in-home care).
- Not transparent with pricing and product details – The company does not list pricing and basic product details on its website. Instead, you must call them to obtain this information. Even then, they can be cagey and evasive.
- No free trial offered; no refunds offered – Unlike many of its competitors, which offer money-back guarantees, Life Alert does not offer a 30-day trial period of its products. Instead, as we mentioned, customers are locked into a three-year contract, which can only be canceled under strict conditions.
- Mixed reviews – In online reviews, Life Alert receives mixed feedback, both from customers and expert reviewing sites. Some give Life Alert products high praise, specifically citing its fast response times in emergency situations and emphatically answering the question: Does Life Alert work? Others, however, bash the company’s pushy sales tactics and binding contract.
At a Glance
A Checklist of Standard Features.Package | At Home | Help on the Go | At Home and Help on the Go |
---|---|---|---|
Monthly Charge* | $49.95 | $19.95 | $69.85 |
Connection | Landline or Cellular | Cellular | Cellular (Landline option available for At-Home service) |
Fall Detection Available | No | No | No |
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Introduction
Thinking about buying a medical alert system for yourself or your loved oned? Life Alert, one of the oldest and most established names in the industry, may be an option on your radar. There’s a lot to weigh when making this decision.
Medical alert systems are “a great tool to help people stay alone and independent,” said Dan Matlock, MD, board-certified geriatric medicine physician at the University of Colorado Hospital. And, in a worst-case scenario, they can make a huge difference in someone’s health outcome—in some instances even going as far as saving a life. But they are not a one-size-fits-all product. The “best” medical alert system depends on a person’s budget, living situation, health concerns, and more.
That said, there are some general items to keep in mind when shopping for a medical alert system. Max Mayblum, certified senior advisor, and founder and CEO of Givers (a debit card for family caregivers), recommends medical alert device shoppers consider three factors: usability, coverage, and adherence. “The device you select,” explained Mayblum, “should be simple to operate, work in all parts of the home, and likely to actually be used by the loved one.” Of course, price is an important consideration too, as is customer service and product reliability.
With all that in mind, we scrutinized Life Alert’s medical alert system products to understand the pros and cons, as well as how Life Alert stacks up to its competitors. Here’s the information you need to determine whether Life Alert could be a smart choice for you.
What’s Life Alert? Life Alert Review
Life Alert is a well-established name in the industry. Like most medical alert system brands on the market, its products break down into two categories. The first is a home-based system that connects the user to a call center via a signaling device (in Life Alert’s case, a pendant that can be worn around the wrist or neck, and a base station or console that then makes the call to the center. The second system is a cellular pendant that eliminates the need for a console and allows the user to speak directly with the call center via a cell phone-sized microphone and speaker. Behind these communication systems, there’s a call center staffed by trained personnel who will either get in touch with personal contacts—such as friends, neighbors, or family members—or contact local emergency responders, depending on the situation.
Life Alert’s offerings are simple and straightforward. And while this may be the hallmark of an older company, the upside is a highly experienced call center with a track record of effectively responding during emergencies. One big downside, however, is its expensive pricing and three-year contract that can only be canceled under strict conditions. Combined with its lack of transparency and unfavorable sales tactics, these aspects of Life Alert have earned the company harsh criticism from some customers and reviewers.
Life Alert’s home-based model offers two different types of signaling device pendants: one worn as a wristband and one worn around the neck.
Equipment
Product Features | At Home | Help on the Go | At Home and Help on the Go |
---|---|---|---|
Monthly Fee | $49.95 | $19.95 | $69.85 |
Waterproof | |||
Range | 800 ft | Unlimited | Unlimited |
Free Warranty | |||
Fall Detection Available | |||
Landline Option |
Signaling devices
Life Alert’s home-based model offers two different types of signaling device pendants: one worn as a wristband and one worn around the neck. Both are easily used, even by those who might have difficulty manipulating small objects. They really are nothing but a single large help button mounted in a plastic case. These devices are fully waterproof, do not need to be charged (Life Alert claims they are the only company to offer this feature), and contain a battery that can last up to 10 years.
The on-the-go version is a device that is the size of a pager with two-way communication that goes to the emergency dispatch center. It is small enough to clip onto a belt, put in a pocket or purse, or wear as a pendant. The device includes a global positioning unit (GPS), which allows the user to be located anywhere in the United States where the global system for mobile communications (GSM) cellular phones operate.
There is one drawback to Life Alert’s devices: Fall detection technology isn’t part of the home-based system or the on-the-go system—not even for an additional fee—so the user will have to be conscious in order to summon help by pressing the help button. Check out our Top 10 Best Medical Alert Systems for 2022 to find Bluetooth medical alert systems with fall detection.
Base Station
Once you’ve pressed the help button on the signaling device in a home-based system, it sends a wireless signal to your in-home base station. Life Alert claims that its pendants have an 800-foot range for sending this signal. Once this signal is sent, the call center will attempt to make contact with the user using a speakerphone in the base station. If the user needs help, or is unreachable through this method, the company will contact either a list of personal caregivers provided by the user or local emergency responders.
One potential plus about Life Alert: They offer professional installation through a network of technicians, so installing the system is one less thing that a senior or their caregiver will have to fret over (though this could be a con depending on your preferences and schedule). The on-the-go version, which is similarly activated by pressing a help button, does not need a base station.
In-Home System
The in-home system, as we mentioned, includes a signaling device pendant worn either around the wrist or neck. Users simply press the large help button in the pendant to send a wireless signal to the in-home base station. Once this signal is sent, the call center will attempt to make contact with the user using a speakerphone in the base station. If the user needs help, or is unreachable through this method, the company will contact either a list of personal caregivers provided by the user or local emergency responders.
Extras
Life Alert features and packages are more limited than some of its competitors: Again, fall detection services, motion tracking, and family monitoring functions are missing. At the same time, there are a few extras available through the company. One is a two-way communication “help button” that can be attached to the wall in the bathroom, shower, or next to the toilet. The help button—which is waterproof and doesn’t require plug, electricity, or charging—allows the user to talk directly to the emergency dispatch center in order to quickly summon help. Life Alert also offers a home intrusion service that allows the user to silently summon help and allows call center personnel to monitor the situation in the home through concealed microphones.
Call Center and Services
As we’ve mentioned, Life Alert stands out for its call centers; the company runs multiple call centers on its own (as opposed to contracting this service out to a third party). These call centers have been in operation for over 30 years now, and Life Alert has worked to maintain a staff-to-customer ratio that doubles that of its biggest competitors, ensuring quick, personalized service that is activated once users press the help button. These call centers respond to more than 2 million calls every year, according to the company, and Life Alert claims that its operators averted 45,095 bad outcomes in 2020 alone. No other call centers can make all these claims, so Life Alert stands out in this respect.
How Much Does Life Alert Cost?
Pricing | At Home | Help on the Go | At Home and Help on the Go |
---|---|---|---|
Monthly Fee | $49.95 | $19.95 | $69.85 |
One-Time Annual Payment
With annual payment, one month is free |
$549.45 | N/A | $768.35 |
One-time Fee | $198.00 | N/A | $198.00 |
Compared to Life Alert’s at-home and package offerings, its on-the-go offering is more modestly priced. While Life Alert does provide free shipping and free use of the equipment, there’s also a one-time activation fee. Most problematically, the company doesn’t offer a trial option, which makes taking on the service a risk that not everyone will be willing to take—especially given that the company requires users to enter a three-year contract that can only be broken under certain stringent conditions. Still, the company does offer a discount for those who pay a year in advance, as well as a free warranty for its equipment.
What Customers Are Saying About Life Alert: Life Alert Customer Service Reviews and More
Life Alert provides a fair amount of information via its website, but they fall short in terms of transparency for its customers. It isn’t clear what prices it charges or how its packages come together. You have to call Life Alert’s 800 number to get more information, but even over the phone, it is difficult to obtain pricing and product details. In one instance, for example, the salesperson refused to provide basic cost information to a secret shopper posing as a family member, saying those details could only be shared if the person who would actually use the Life Alert product was on the phone too.
In online Life Alert reviews, the company receives mixed feedback. The Better Business Bureau (BBB) gave them an A+ rating, and based on BBB’s 189 customer reviews, Life Alert averaged 3.6 out of 5 stars. Consumer Reports awarded Life Alert a score of 85 out of 100. On the other hand, Trustpilot gave the company just 1.9 points out of 5, and BestCompany gave it a dismal 3.9 rating on a 10-point scale. Reviewers praise Life Alert for its swift response time and the attentive, helpful, and caring call center staff, but they criticize the company’s three-year contract and harsh cancellation policy, as well as its pushy sales tactics and rude sales personnel.
Life Alert Alternatives
For a comprehensive list of Life Alert alternatives, check out our 10 Best Medical Alert Systems of 2022.
One highlight from the top 10 list is Bay Alarm Medical—a more cost-friendly alternative to Life Alert that provides features and customer service offerings that Life Alert doesn’t. Bay Alarm’s at-home system costs $21.95, which is less than half the price of Life Alert ($49.95). Of note, when comparing mobile medical alert systems, Bay Alarm’s on-the-go offering is slightly more than Life Alert ($29.95 per month versus $19.95), but with that price hike comes additional features.
Bay Alarm offers a risk-free trial period and fall detection ($10 per month), plus caregiver tracking. Its devices, which also include an SOS smartwatch ($29.95 per month), cover a range of 1,000 feet compared to Life Alert’s 800 feet. Bay Alarm also has a TMA Five Diamond–certified monitoring center, which is a status it’s maintained since January 2006. Life Alert is TMA Five Diamond-certified, but has only held that distinction since November 2014. In short, Bay Alarm is a less expensive alternative to Life Alert that offers more features, making it—in our opinion—the superior option of the two.
As another alternative to Life Alert, seniors with mobility issues may want to consider Aloe Care Health, which also made our list of top 10 medical alert systems.
How Life Alert Compares to Other Medical Alert Systems
- Medical Guardian: Medical Guardian earned a spot on our Top 10 Best Medical Alert Systems for 2022, and we awarded it the distinction of best option for active seniors. The company offers well-designed equipment, a diverse menu of products and add-ons, and TMA Five Diamond-certified monitoring centers. Active seniors have their choice of three unique on-the-go mobile devices, all of which include advanced location detection and an above-average battery life. On the other hand, Medical Guardian’s services, like Life Alert’s, are more expensive than average ($29.95 for at-home systems and $39.95 for on-the-go systems), and users were dissatisfied with customer service experiences. However, unlike Life Alert, Medical Guardian offers a risk-free trial period, giving users the chance to try the product before committing to a long-term contract. However, Medical Guardian does not offer a free warranty; protection plans cost extra. Life Alert, by contrast, does offer a free warranty. When comparing the two systems head to head, Medical Guardian comes out on top, which is why it earned a spot on our top 10 list and Life Alert did not.
- Bay Alarm Medical: See our above comparison between Bay Alarm Medical and Life Alert.
- MobileHelp: Another company on our top 10 list for 2022, MobileHelp earned our praise as the best medical alert system for seniors who stick close to home. The starting price for the at-home system ($19.95 per month) is lower than average and less than half the cost of Life Alert’s at-home option ($49.95 a month). Moreover, MobileHelp offers a truly one-of-a-kind at-home option: a high-tech tablet that includes standard medical alert features like an emergency help button that connects with a monitoring center, advanced features like caregiver tracking and medication reminders, and extras like brain games and a picture gallery. The Touch Classic isn’t cheap一it will cost you $54.95 per month along with a one-time processing fee of $99.95一but some seniors will love the functionality of this device. Another plus of MobileHelp is that, unlike Life Alert, it offers a free trial period and a value option for couples. For these reasons and more, MobileHelp ranks higher on our list than Life Alert.
- LifeFone: Yet one more company on our top 10 list for 2022, LifeFone nabbed the title of Best On-the-Go Coverage option. Our review found that no one does batteries better than LifeFone. While some devices have a battery life as high as seven days, the LifeFone VIP option has a battery life of 30 days. Another plus of LifeFone is that its customer service representatives watch out for users. Many reviewers on TrustPilot have commented on the company’s excellent customer service, specifically mentioning that the representatives contact older adults and caregivers when the battery becomes low. LifeFone’s at-home system starts at a lower price point than Life Alert ($29.95 versus $49.95). One advantage of Life Alert is that its monitoring centers are TMA Five Diamond–certified, whereas LifeFone’s are not. All in all, though, LifeFone earns higher marks than Life Alert in our book.
Key Takeaways
- Life Alert is one of the longest-standing companies in the industry, but that tenure doesn’t translate to superiority.
- Life Alert products are more expensive than average, and its lack of transparency, three-year contract that can only be canceled under strict circumstances, and lack of extra features (like fall detection) earn the company low marks in our books.
- A big plus of Life Alert, however, is that it maintains and staffs multiple highly regarded TMA Five Diamond-certified monitoring centers, which offer a low client-to-staff ratio and boast an impressive track record of helping customers in need.
- There are at least 10 other medical alert systems we would recommend over Life Alert. Check them out here.
Why You Can Trust Our Expert Review
Our experts independently research and recommend products we believe provide value in the lives of our readers. We’ve spent collectively more than 1,700 hours conducting in-depth research on medical alert systems. To make our picks, here’s what we did:
- Engaged in ongoing independent research
- Consulted with geriatricians and adult caregivers
- Mystery shopped the brands
- Surveyed medical alert system users
- Tested various medical alert systems
- Interviewed experts in the field
- Read hundreds of verified customer reviews from trusted third parties such as Better Business Bureau and
- Consumer Reports
Where to Sign Up for Life Alert
Customers must call Life Alert’s 800 number to sign up for its services; you cannot sign up online. Be prepared to provide significant personal information as part of the sign-up process, including medical history, date of birth, and multiple points of contact. Very few (and perhaps no) other companies require this information to purchase a life alert system. Also worth noting: You cannot install Life Alert yourself and must schedule an installation appointment with one of its technicians, which could be a pro or con depending on your situation and preferences. Because of the pandemic, these installation appointments can be done over the phone.
How We Wrote This Life Alert Review
We received Life Alert based on the following criteria:
- Price of installation and monthly service
- Warranties, contracts, and (whether it has any) hidden fees
- Reliability of monitoring center
- Comfort and wearability of mobile devices
- In-home range of equipment
- Water resistance of wearable devices
- Battery life and recharging requirements
- Ease of installation and use
- Expert opinion
- Customer service accessibility and performance
- Customer satisfaction reviews
- Company reputation
- Special features such as automatic fall detection, smartphone apps for family members, and location tracking
Frequently Asked Questions
How much does Life Alert cost?
Life Alert’s at-home service costs $49.95 a month, its on-the-go service costs $19.95 a month, and a package of both services together costs $69.85 a month. That’s on top of a one-time fee of $198.00. Customers can pay for Life Alert on a monthly basis or pay annually. Annual payments come at a discounted rate of one month free. The at-home annual service costs $549.45, and package service is $768.35
How much is Life Alert a month?
Life Alert’s monthly cost for the at-home service is $49.95. The on-the-go service costs $19.95, and the package of both at-home and on-the-go services costs $69.85 a month.
How can I get Life Alert?
As we mentioned, you can get Life Alert by calling Life Alert at 800-360-0329. Just be prepared to provide lots of personal information as part of the signup process. See above section on “Where to Sign Up for Life Alert.”
How can I cancel a Life Alert contract?
When our secret shopper asked a Life Alert representative about the process for canceling a monthly contract and getting refunded in the event the recipient doesn’t like the product, they were very evasive. After pushback and insistence from the shopper, the representative finally admitted the only way to maybe get refunded was to not sign the contract in the first place.
Once you’ve signed a contract with Life Alert, you can only cancel it if you die, move to a nursing facility, or are very sick (i.e., in need of hospice or in-home care). This is a big con as many competitors in the space offer money-back guarantees on their products. To cancel Life Alert, call 800-360-0329.
How does Life Alert work?
Once you’ve pressed the help button on the signaling wearable device (either a wristband or pendant worn around the neck) in the home-based system, it sends a wireless signal to your in-home base unit. Then, once this signal is sent, the call center will attempt to make contact with the user using a speakerphone in the base station. If the user needs help, or is unreachable through this method, the company will contact either a list of personal caregivers provided by the user or local emergency responders. The on-the-go version comes in pendant form and follows the same design as the home-based version, with the addition of GPS and a miniaturized speaker and microphone that allows you to communicate directly through the device.
Bottom Line
Life Alert doesn’t offer the most-advanced features, but they are one of the most-experienced medical alert companies in the industry. Its offerings, which include a basic pendant-and-base-station setup and an on-the-go device, may be adequate for you, depending on your situation. Behind all these devices, Life Alert maintains and staffs multiple highly regarded TMA Five Diamond-certified monitoring centers which offer a low client-to-staff ratio and boast an impressive track record of helping customers in need. All that said, Life Alert is known for its higher-than-average prices, pushy sales tactics, and binding three-year contract with a harsh cancellation policy. Keep these caveats in mind if you’re considering Life Alert, and also check out these 10 other companies we recommend over Life Alert. We also suggest learning more about Personal Emergency Response Systems before making a decision.
Other Medical Alert Systems That We Have Reviewed
- Medical Guardian Review
- MobileHelp Review
- Bay Alarm Medical Review
- LifeFone Review
- Life Alert Review
- GreatCall Lively Mobile Review
- GreatCall Review
- Medical Alert Review
- GetSafe Review
- Philips Lifeline Review
- Rescue Alert Review
- ADT Medical Alert Review
- Alert1 Review
- MobileHelp Smart Watch Review
- Apple Watch Medical Alert Review
Our Comparisons of Medical Alert Systems
Resources:
Dan Matlock, MD, board certified geriatric medicine physician at the University of Colorado Hospital. December 17, 2021.
Max Mayblum, certified senior advisor and founder and CEO of Givers. December 16, 2021.
Mystery shopper calls the Life Alert 1-800 number. December 2021.
Life Alert website. https://lifealerthelp.com/ Accessed December 2021.
Email correspondence with a Life Alert employee. December 2021.
Life Alert brochure. Provided via text from a Life Alert employee. December 2021.
Aging in Place Guide to Medical Alert Systems https://aginginplace.org/a-complete-guide-to-medical-alert-systems/ Accessed December 2021.
TMA Five Diamond designated monitoring systems 2021-2022. https://tma.us/programs/fivediamond/monitoring-centers/#toggle-id-1 Accessed December 2021.
Trustpilot Life Alert Reviews, https://www.trustpilot.com/review/lifealert.com Accessed December 2021.
BestCompany Life Alert Reviews, https://bestcompany.com/medical-alert-systems/company/life-alert-emergency-response Accessed December 2021.
Better Business Bureau Life Alert Reviews, https://www.bbb.org/us/ca/encino/profile/medical-alarm/life-alert-emergency-response-inc-1216-23351/customer-reviews Accessed December 2021.
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